Brenda Gosney is one of a growing number of women panel shop owners, especially prevalent in Queensland. She brings her 21 years experience in the business to great effect at MarkMcHugh Body Works in Bundall.
Mark McHugh Body Works is a large, ultra-modern shop with a small, dedicated crew and an exceptional attitude towards customer service.
On a blue sky Queensland day the green and white angular building creates a superb first impression. The busy shop has all its covered sunshade sail estimating areas full. A bright spacious reception area is staffed by two friendly receptionists and the company slogan ‘Where perfection comes as standard’ is boldy signed inside and out.
Gosney said: “We deliver on that”. She shows me some of the carefully filed customer satisfaction surveys that are sent out to every customer. There are many glowing responses and heartfelt thanks expressed. “We don't want to be the biggest in Queensland but we want to be the best.
“The industry is changing, customers want to walk in and feel comfortable, they respond to excellent presentation and clean, pleasant staff”. When it comes to her staff Gosney is extremley proud of them: “They are young, enthusiastic and very loyal. We pay well, treat them well and we have the best.”
The shop is approved for Chrysler, Jeep, Dodge and Subaru and the next step is to go for an Audi badge once they have installed an aluminium cabin.
McHugh's has the highest level MTA Green Stamp accredition is about to switch to waterborne in the paint shop. Gosney said: “It's essential to think about the environment, we have a young staff who we hope will work here for a long time. We have to think not just about general environmental damage but specifically our working environment”.
Gosney's son Chris is the workshop manager and obviously has a natural talent for the job which he loves. Over the eight months before the judging team visited, the turnover had increased by 30 per cent. The team of two estimators, a production manager, four panel beaters and three spray painters which includes an apprentice on each side of the shop turns out around 35 repairs a week. The business runs DNS and QuotePlus and has a job touch system.
It's refreshing to meet someone with such positivity for the industry: “This is a great industry to work in,” Gosney said, “and profitable. Not as profitable as it was 15 years ago but what industry is?”
The workshop, apart from being spotless, is extremely well organised and very well equipped. Staff have their own bays with their own tools. Workshop tools are stored out of sight in a false wall at the back of the shop. The spacious paint mixing room looks out over the shop and the Masterbooth booth and paint prep areas look very smart.