In the past month, there’s been a whole lot of commentary on the question of choice, particularly the perennial issue, “choice of repairer”. The recent determination by the Australian Financial Complaints Authority (AFCA) instructing the insurer to pay a claim in line with the customer’s chosen repairer has brought this issue back onto “the front page”.
However, there is so much more to choice in our industry than this. Every time we make a decision, we make a choice.
We can choose to cut corners and save money, or choose to do the right thing. We can choose to invest in new equipment to ensure we are able to repair the cars of today, or complain that the work is drying up. We can choose to use the best quality materials, or use cheaper alternatives. We can choose to buy a policy with “choice of repairer or waive this option. We can choose to train our people and become an employer of choice, or wonder why we cannot attract and retain staff. We can choose to prepare for the future and grasp the opportunities, or only see the challenges ahead.
Now, I am all too aware that every time we make these choices there are implications and sometimes it’s not that simple – or is it? At the recent Capricorn Futures Collide Conference, keynote speaker Mike Anderson encouraged all repairers to make the choice to “do the right thing” as the alternative can have catastrophic effects. At the same event, a leading body shop owner reinforced the message that you should make the choice to set your own rates, invest in your business and focus on the future.
So, the choice is yours – what are you going to do? Perhaps you could begin by attending the Horizons Symposium on the weekend and find out how the industry is changing and how it will impact you and your business.