AAMI/AP&P Autobody Repairer of the Year 2000: NSW & ACT Winner

AAMI/AP&P Autobody Repairer of the Year 2000.

The largest repairer in the entire competition, Scientific Motor Body Works, was always going to be a tough business to beat but Keith Burrow and Approved Car Repairs were by no means overawed. The professionalism of the Keith Burrow prestige shop particularly impressed, as did the work environment and commitment to business growth at Approved. In the end however, the corporate image of Scientific is very much an indication of things to come in the industry, and as such, deserved to win.

State Winner: Scientific Motor Body Works

Scientific has grown from a two-person business with a 15 sq m workshop in 1969 to the 8000 sq m behemoth it is today, employing no less than 70 staff. What is unique about a shop this size is its location -- right next to Sydney's CBD.
General manager Wayne Green says the most important aspect of the business is manufacturer recognition -- the shop is a recommended repairer for BMW, Lexus, Volvo, Renault and Peugeot. "The primary focus with badged work is to maintain consistency. It takes substantial investment but it is worthwhile," Wayne says.

The company spent $1 million on a new office block and reception area last year and has recently spent $100,000 on new jigs and racks. "You have got to meet the criteria or you don't get recognised," says Wayne.

A lot of Scientific's work comes from business clients who need to drop off their vehicles in a city location. "It is an important part of our business strategy -- we are better able to target fleet clients and private customers who work in the city, and the majority of these customers are prestige car users."

The company has been Quality Assured since 1994 and has carried out customer service training through an out-sourced company; Priority Management.

The company's commitment to expansion has been shown through the gradual acquisition of surrounding properties and the assimilation of them into its business. Three sites adjoining the Scientific property, including a Fairfax building and a Goodyear warehouse, have been turned into workshops over the years. "We have expanded as far as we can go, it has been a long slog, but now we can concentrate on continually improving the quality and service we offer to our customers," says Wayne.

The company has built into the new offices enough space for future growth and there is plenty of room for staff training and management meetings. The spacious and very well-appointed reception area contains a separate office for insurance claims forms and feels more like the lobby of a five star hotel than a crash repair shop.

The business has an undercover quoting and presentation area, separate panel and paint workshops and multiple parts delivery entrances. Customers are greeted in the large parking area by the floor manager who can provide an estimate there and then if need be. The business has a distinctly corporate feel, without losing the personal touch. Large and professional companies such as Scientific Motor Body Works are well positioned to face the challenges of rationalisation and margin pressures expected in the industry and are at the vanguard of a push towards a fresh image for the auto repair sector.

Who: Michael & Gail Zammit

What: * 8000 sq m site
* 70 staff
* 320 cars repaired/month

Where: Ultimo, Sydney

When: since 1969

Highly commended: Keith Burrow Motor Body Repairs, Brookvale

Keith and Jenny Burrow operate three body shops in Sydney, the Brookvale business being the prestige shop. Recommended repairer for Lexus, Saab, Volvo, Renault and Peugeot means general manager Jon Paton is kept busy upgrading the shop's facilities to meet the demands of the European and Japanese manufacturers. One of the company's other shops, in upmarket Mosman, acts as a quoting office and small repairs shop; larger jobs are transported to the Brookvale premises. Customer service is the focus in the company; Jon or one of his reception staff make sure to call customers back a month after a job to check on progress. "They are always very pleased," says Jon.

The business is not afraid to show customers the repair process if they express an interest. "If it's a major job and the customer seems interested in what's going to happen to his car, I'll invite them back into the shop halfway through the repair to show them what is being done. If they are interested, it reassures them that we have nothing to hide and are proud of our work," says Jon.

Quality is kept to a high standard: "I let the guys working on the cars tell me when the job's done, we don't push vehicles out the door until they're 100 per cent and if that means taking extra time and effort to do it, then so be it," says Jon. "If a car is returned with a less-than-perfect repair, people will start to look at other areas of the car and then you've created more work for yourself -- you might as well do the job properly in the first place."

Quality endorsement was the best thing the company has done, he says. "It has put structure into the business and streamlined everything. Everyone knows their job, it is all documented. I could get hit by a bus tomorrow and my foreman could know exactly what I had been working on."

The business treats its staff with care and tries to listen to any suggestions they might have; "We have a problem chart in the paint mix room for anything that crops up and have an incentive program for staff ideas," says Jon.

Runner-up: Approved Car Repairs

This South Strathfield shop is a true family business -- Jan and Ray Emory run the business with the help of son Nathan. The workshop environment is friendly and manager Frank Stellino describes the business as 'one big family'. The company does a lot of fleet work for Telstra and rental car group Budget, amongst others.

At present the business leases a large detailing building adjoining the paint and panel shops, but hopes eventually to purchase the property and upgrade the fascia. A third spray booth is also on the shopping list, and the company has recently installed two mobile Festo dust extractors.

The management at Approved are keen to improve the business and make sure to attend many seminars run by their suppliers and the MTA. "It is important to learn about developments overseas and anything new coming onto the market so we can provide the best for our customers," says Jan.