Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto body repair companies that have earned the prestigious Diamond Certified award. For Proline Auto Body Services, Inc., the key to achieving and maintaining high levels of customer satisfaction is simple: take a detail-oriented approach to each job that ensures a stress-free experience for every person who enters its shop. “When it comes to auto body repairs, most reputable shops provide the same quality work, so we really focus on customer service,” says owner Spencer Tse. “We strive to help our customers as much as possible, from assisting with their insurance claims to dropping off their cars at no extra charge.”

Proline Auto Body Services has been providing body repairs for all types of vehicles at its San Mateo facility since 2004. In addition to handling everything from frame straightening to paintless dent repairs, the company offers professional detailing services that include engine steam cleaning, body polishing, carpet shampooing and more.

Unlike auto body repair companies whose owners delegate quality control responsibilities to less experienced employees, Proline Auto Body Services provides every job with the hands-on expertise of Mr. Tse himself. “I oversee all the work that’s done in this shop, from making sure all the parts fit properly to double checking that the craftsmanship adheres to my high standards,” he explains. “I also follow up with every customer at least once a week so they know exactly what’s happening with their car.”

To further differentiate itself from its competition, Proline Auto Body Services offers a variety of services that are designed to make each customer’s temporary vehicle loss more tolerable, including complimentary rental cars for major repair jobs and free minor service work like oil changes and brake pad replacements. “We look beyond providing quality repairs,” affirms Mr. Tse. “Our goal is to do whatever it takes to help our customers through the body repair process, and they really appreciate that.”

When it comes to finding an auto body shop, look for excellent quality control and customer service. Some auto body shops strive to gain new customers by advertising their computerized frame straightening machines and state-of-the-art paint matching algorithms, but actually, California and federal regulations now require all body shops to utilize such equipment in their daily operations. “Everything is computerized now, so every shop essentially has the same equipment,” says Spencer Tse, owner of Proline Auto Body Services, Inc. in San Mateo. “That’s why it’s so important to find a shop that really believes in quality control and customer service.”

Mr. Tse recommends confirming that a shop is I-CAR Gold Certified, which means its technicians have been trained and certified on the industry’s latest products, processes and techniques. “I-CAR is the largest independent training and certification agency in the auto body industry, so if a shop is lacking certification, it should be an immediate red flag.”

Before leaving your car at a body shop, make sure you talk directly with the owner or service manager—the questions you ask and responses you get can make the entire process more comfortable. Consider writing down the owner’s answers and take note of any strengths, weaknesses and impressions that may influence your decision to return in the future or recommend the company to others.

If you’re considering buying a used car, Mr. Tse says you should bring it to a body shop for evaluation before completing the sale. “An experienced technician can determine if the car has ever been in an accident, and if so, whether it has been properly repaired. If the car has been in an accident, it’s not necessarily a bad thing. Even if it has been totaled [which means the cost of repairs exceeds the value of the car itself], it can often be restored to good driving condition. However, if the damage goes beyond the body and affects the engine or transmission, you probably shouldn’t buy the car.”

Q: Can you help me with my insurance claim?

A: Yes, we can work directly with your insurance company on your behalf. Our office personnel are experienced and skilled at dealing with all the major insurance companies.

Q: Do you use original equipment manufacturer (OEM) parts?

A: We always prefer to use OEM parts, but some insurance companies won’t pay for them. In that case, we’ll give you the option of using OEM parts and paying the difference. We’ll cover the cost difference when we can, but we’re not always able to do that.

Q: Can I pick up my car after business hours?

A: We can make arrangements for that if you work during our regular business hours, but it’s often easier for us to just drop off your car at your house, which is a service we provide free of charge.

Q: Can you arrange for a rental car?

A: Yes, and if your vehicle needs major repairs, we’ll provide you with a complimentary rental car if your insurance doesn’t cover it.

Q: If my car has a bent frame, can it really be fixed?

A: Technically, yes, but insurance companies often write this off as a total loss since the cost of repairing a bent frame usually exceeds the value of the car.