MOTIVATIVATIONAL MESSAGE FROM FRANK CASTRO TO HIS TEAM AT SK105 IN ARIZONA: As you can see we are in the red

in 5 out of the 8 categories in regards to Peak Performance. 4 major categories that measure consistency and current performance. I cannot stress enough how important this is to me and our daily approach to executing customer service at its highest level. We need 100% commitment, an all in approach towards the service we provide to our customers. Make the necessary adjustments we need to improve our delivery to our commitment to providing the best customer service. We have some work to do and have all the opportunities to be competitive with our service, please dont hesitate to ask for help from me and dont forget to utilize all the resources that are provided to us. Here are some key points in what drives our Peak Performance.

QUALITY Identify customer perception what they think of us matters, you should look out for this through-out the repair Address customer concern repair concerns up front , additional CSI items , should be noted on the vehicles glass/ track card QC through-out the process, walk your vehicles through-out the process and ensure quality is being performed on all aspects of the repair A clean and presentable vehicle eliminates the customer from re-inspecting the entire vehicle themselves. When a QC audit is performed, read the updated repair order and make sure all operations have been competed Audit process is in place to ensure quality, reject anything that is not to quality standards and address prior to contacting customer

ON TIME DELIVERIES Dont let customers dictate the repair , remember the damage and parts availability will dictate the time frame of the repair give yourself a window in case things go wrong. Write and finalize your repair immediately , dont let the 24hr or 48 hr. time frame be the measuring point , if you can get it done sooner for better efficiency through-out the repair process Write and email accurate sheets to parts manager, it does not do us any good to have them do an additional search after its been in your hands. Follow your parts just because the task has been given to someone else to order and follow, dont hesitate to follow up with a vendor for time accuracy or better yet an order that might have not been placed. Walk your cars multiple times a day minimum to ensure progress, details and accurate communication. The majority of the time the misc. parts, mechanical or sublet items is what kills you at the end of the repair. Push your own production, prioritize your work and execute a game plan in order to be successful. Have answers or get solutions to any hang ups, dont expect someone else to have the answer for you or the repair plan will fail. Have a sense of urgency!!!! A lot of what we do is surrounded on how we play this game!!! If we dont come to work prepared anticipating results we will not deliver on our promise to our customers and we will not get the results that we plan for. Proactive approach vs. Reactive approach. If you wait for things to happen it will never be what you expected, if you make things happen then you can at least anticipate the results that you strive for. Have pride in what you do and be the one to dictate the result of the repair plan.

KEPT INFORMED Offer and identify the customer choice for updates, we have plenty of tools to take advantage of to be able to satisfy the customers need. Everyone is different in regards to communication but the one constant is there vehicle. Give proper updates when needed and give the customer a sense of them being the only ones getting their car fixed here. The way you present information and the message behind it is critical to the customers perception. Give customers enough time to make arrangements to pick up their vehicle as not everyone is able to drop what they are doing and come right in. Part of the process without committing to a date and time , you should have a pretty good idea and rapport up to that point to be able to give the customer a pretty good idea when they can anticipate a phone call to come pick up their vehicle. Keep in mind that if the vehicle that you are handling whether its a possible TOTAL LOSS or just on hold for whatever reason, the customer does not have any indication of knowing this unless this comes from us. It is equally important that we involve them in any way possible and at times we may be able to utilize them to expedite answers from the insurance company. At times repairs might not go as planned and are encountered with parts delays, insurance delays or coverage delays. It is important to communicate this as well to the customer and at times to the insurance company as this can play a part with rental or Performance Index. The most important piece of all is communication period!!! Not only with our customer but with between us all. If you are not constantly communicating with all the people involved in the progress of the repair, you will find it difficult to anticipate or correct any issues that arise. If you dont care about your progress, neither will they! You have to create a sense of urgency in order for them to understand how fast you want the repairs completed.

REFER SHOP This is the most important category of them all, if you are able to perform on the last 3 categories the customer will make a decision whether to refer our shop or go else were. This perception most likely will take place during the first 15 minutes of their visit to us and the evaluation of us begins. There are tons of repair facilities that a customer can go to, but what is it that you do differently that will get someone to come back to you as a customer. People love service and love feeling like no one is more important than them. Anyone can fix a car, not everyone can leave a lasting impression and do something creative that requires thinking outside the box. What separates you from everyone else? Look at this repair from the customers eyes then continue to put yourself in their shoes. How would you like your vehicle fixed? Would you like some additional items done as a courtesy? What is important to you? Are any safety related items been addressed? Will this vehicle ever be the same? Can I count on this facility to do the right thing for me? Repair the vehicle as it were yours or for a family member, the extra attention to detail and urgency is always an area for opportunity and easily identified by a customer as you put forth the effort. Did you earn those 10s and YESs? You should know this answer without a doubt by the time you deliver the vehicle. When asking for 10s and YES it should not be taken lightly but with importance to our business and how thrive on our promise to Service as a company. This has a direct impact to our current business, future growth and the excellent benefits that our company provides for us. This is all measured by the success that we produce day in and day out! The pride that we take to be the best each and every day will help in all aspects of our jobs along with help strengthen our current relationships with our partners, provide new opportunities but most of all earn customers for life!