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IS IT REALLY FREE ?

Category: Auto Body Repair Information Edmonton

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Yes it is, it is really free !  Let me explain:

I have been the Bodyshop Manager at Lakewood Chevrolet for more than 20 years. For almost 17 years we have been doing a monthly tour through Parts, Service and Bodyshop called  "Customer Care Night"  for all our car sales customers. That has given me a lot of time to observe trends.  Here is what I have noticed:

Customers would come for the tour, tell me I did a good job and then say to themselves " I don't ever want to see this guy again."

The only reason they had to see me was if  they were in a car accident. After a year or two of avoiding me they completely forgot about me.

If they were in an accident later and phoned their insurance company they were told "We would like you to go to our preferred bodyshop".

Well it isn't hard to see what happened. Off to the  preferred  shop they went.  I was losing my customers because they forgot about me.

(Preferred is in italics because these shops are preferred by the insurance company, not the customer).

A way had to be found to get people to remember me.  Singing or dancing at Customer Care Night would just scare people so that wasn't the answer.

That's when I came up with the wonderful idea to do free paint chip touch ups.

Up to that point if you wanted your paint chips touched up you had to go to the Parts department, buy your own bottle of paint and do the repairs yourself.

Often that led to a trip to the Bodyshop to get the excess paint removed and reapplied by me. What an opportunity! Solve two problems at once.

Help people with their paint chip repairs (without having to redo it) and build a relationship with Lakewood customers.

The year was 1996 and we have been doing free touch ups ever since.

At the time I told my boss, "I've got this great idea. Within a year everyone will be copying it."

Well it is 15 years later and we are still the only Bodyshop that offers free paint chip touch up repairs.

That doesn't mean it was not such a great idea, just that other Bodyshops don't get it.

Customers love having this service and it does help us to stay in contact with them.

They get a better looking vehicle and less chance of rust. We get better customer loyalty and stronger relationships.

Most Lakewood customers now tell their insurance company, "That's okay, Lakewood is MY preferred shop."

It is your right to choose who repairs your vehicle.

Now you know why we do it and that it is really free. Next we should talk about the rules, there are always rules - right?

THE RULES:

1. Who qualifies for free paint chip touch up repairs ?

We send out a greeting letter from the Bodyshop to everyone who buys a vehicle at Lakewood. In it we say: "free paint chip repairs for all Lakewood customers."  One lady said to me, "My father wishes he could get free touch ups but he is not a Lakewood customer." I said "Tell him to come in for touch ups and that makes him a Lakewood customer."  Obviously we aren't too restrictive on who we will offer this to. Who knows, maybe her father (or anyone else) will be so impressed with our service they will buy their next vehicle here. We believe most people fall into one of two categories: present customers and future customers.

2. Can I get free paint chip touch ups on my non GM used vehicle I bought at Lakewood ?

In stock we currently have over 200 bottles of GM paint. Every effort will be made to find a close match to a non GM vehicle using the paint we have. For the best color match it is sometimes best for you to purchase the paint from the manufacturer's dealer. You can even leave this paint on our shelf and come in for free application. 

3. Are the free touch ups only available on the vehicle I bought at Lakewood ?

At Lakewood Chevrolet we understand the difference between a customer and a vehicle. When we say "free paint chip repairs for all Lakewood customers." we mean the service is available to our customers, whatever vehicle they bring to us. Even if they bought it at another GM dealer. Even if it is a Ford, Dodge or Hyundai. Sometimes we even get motorcycles, motorhomes or boats. It doesn't hurt to ask. If we can't do it we will let you know.

4. Do I need an appointment to get free paint touch ups ?

No appointment required. Simply come in between 7:30 am and 5:30 pm Monday to Friday and ask for paint chip touch ups. If we don't have your GM color we will order it so it is ready for your next visit. This service is available only at our Bodyshop.

5. How long is this offer valid for ?

Many people ask if this service is valid for one year or the three year warranty period. I have always said free paint chip touch ups will last as long as I work at Lakewood Chevrolet. Then I encourage everyone to tell my boss how wonderful I am so I work here for a long time.

6. Is it always free? What is the true cost to the customer ?

You will always get something for free when you come for paint touch ups. If you wait until there are hundreds of chips or the damage is too big you will get a free estimate on a paint job or a repair. It is better to visit often for a few chips at a time than to wait until it is a big job.

 Now that you know why we offer free touch ups, to build a relationship with you, it won't be a surprise to hear the true cost. I understand it might be too steep a price for some but the true cost is: you have to come see me in the Bodyshop and look at my face. No dropping your vehicle off in the service department for an oil change and saying "While it's here have that guy do the touch ups." This does not help build a relationship. The touch ups only take a few seconds to do so please follow this rule.

There it is, now you know the whole story of free paint chip touch ups. Hope to see you soon.

We can also look after any autobody repairs you have, insurance claim or customer pay.

Thanks,

Rob Wild

Bodyshop Manager

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