North Hollywood Auto Repair benefits from location ... - Parts & People

Miramar collision center uses customer education to improve KPIs, stay DRP-free
From l., United Auto Body Employees
Ryan, Jason, and Christian, and Owner
Mark Jannesari. The company celebrated
its 20th year in business in October.
“There’s no right way to do the wrong
thing. I live by those words, no matter
what the cost is,” Jannesari says.
established up
front.
He said the
shop’s employees
have learned to
pick and choose
how often to
contact a customer
and by what means
based solely upon
clients’ individual
needs. Texting, he
said, has become
increasingly popular, as younger
generations have shied away from
checking voice mail and regularly
answering phone calls.
Jannesari said that with his shop’s 25
average daily WIPs maintaining a cycle
time of four days, taking the time to
manage the production cycle firsthand has
been essential.
With no space for a dedicated teardown
technician, Janessari’s hands-on approach
has also ensured that his facility’s limited
space is maximized.
“We tear down anywhere that space is
available,” he said. “Technicians have
wheeled carts and moved their tools to
where the car is. I also come in early
every day to make sure that every car is
positioned properly within the shop.”
Because the shop does not have a linear
assembly line, there is production time
lost each time a car has to be moved,
Jannesari said. “In addition, the lack of
pressure from DRPs has allowed for a
slower, more deliberate teardown, which
Continued on page 18
by Daniel Buxbaum
San Diego—United Auto Body Owner
Mark Jannesari glances over and smiles
while breezing through his parking lot on
a bicycle. Having the bike is an
unorthodox methodology, he said, but
with his paint and body areas separated by
a few hundred feet, every second gained
pays off in improved cycle times.
“With our space being limited, we need
to bring the car in, fix it, and get it out the
door — every second counts,” he said.
In keeping his production cycle moving
and reputation for quality intact, Jannesari
said he almost always uses OE parts, and
has stayed DRP-free for the last three
years.
“With DRPs, the contract is a one-way
deal — they provide you with the terms,
and you either take it or leave it,” he said.
Operating without DRPs presented a
challenge, Jannesari said, which was
overcome by accepting that a high level of
patience was necessary.
“Rome wasn’t built in one day, so we’d
rather focus on quality than quantity,” he
said. “I can only have one master and
that’s the vehicle owner, not the insurance
company. My customers deserve as much
of my time as they can get.”
Jannesari says his customer-focused
attitude has been paramount in
maintaining the shop’s profitability.
Accepting responsibility as the customer’s
primary contact, he said, has paid
dividends in building trust.
“I try as hard as I can to be present
when the vehicle is dropped off and when
the vehicle is delivered,” he said. “The
repair process always starts and ends with
me.”
United Auto Body is heavily detailoriented
with regard to customer
communication, Jannesari said, noting
that a customer’s preferences are
Parts & People December 2012 Page 17