At Coleman’s Collision Center, located at 1524 Minot Avenue in Auburn, the customer is priority one. From towing a vehicle to the shop and working with insurance companies to completing repairs and restoration, their certified specialists are at the ready to deliver service and support with honesty, efficiency, and customer-driven professionalism.
“We are an honest company,” said owner Phil O’Connor. “Everything we do is in the best interest of our customer. It’s just the way we do business.”
Coleman’s efforts toward increased efficiency and quality are constant according to O’Connor and are illustrated by the past year’s commitment to “green” practices. His shop in Saco is using the Spies Hecker (Dupont) waterborne paint system, a product that is jet-dried with air better for the environment as well as for the employees who use it. The end result is a restored vehicle returned to the customer in a more timely fashion. Auburn’s location will be retro-fitted for this new process in 2010.
“Our offices are now paperless,” confirmed O’Connor, who said everything is stored electronically to allow for faster retrieval and sharing of information. “We are always reviewing our processes to see what can be done better, more efficiently. And the question is always how, and what changes do we make to benefit the customer.”
The shop now offers e-estimates from their Web site at www.poccollison.com, a quick and easy way for customers to get a general idea of the cost of repairs to their vehicle from the comfort of their own homes.
O’Connor travels throughout the country studying best practices of industry leaders, bringing back new ideas and introducing them to the Coleman team. The goal is to take what is good and make it great.
“Many body shops do the same type of work. We believe providing that service with state-of-the art equipment and processes that always benefit the customer sets us apart. “If we do anything that does not benefit our customer we consider it a waste,” he said.
Other services that set Coleman’s apart include: free mobile estimating, free pick up and delivery, rides to work or home, assistance in claims process, assistance with towing , written lifetime warranty, paintless dent repair, electronic claims processing and heavy-duty and mobile home repairs.
Paperwork, paint, and process aside, O’Connor confirmed that it is the Coleman team that makes the true difference for their customers. “All of us are accountable, not only to the customer and the industry, but to one another,” he explained. “And when we are, everyone benefits. We only hire the best, people who are not only the best at what they do, but how they do it, and their attitude towards life in general. I love all our employees and it’s important to me that they too, have a good experience working on the Coleman team. I want to give back to them through education, top salaries, full benefit packages, insurance, uniforms, even a matching 401K plan.”
O’Connor knows a happy team makes happy customers. “What happens here must always benefit the customer and I stand by that. That’s why I want to be sure my team is in the happiest and best place they can be, personally as well as professionally. It’s never about getting the sale; it’s about getting the customer.”
Coleman’s Collision Center is a division of POC Collision which also owns R.P. Bell Collision in Saco, Maine.