LORD Corporation

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Generate Revenue and Increase Customer Satisfaction with NVH Materials

( 10/16/2019 ) Written by: Douglas Craig

If a customer returns a vehicle to the body shop because it “just doesn’t sound right,” a technician now has to re-evaluate the repair.

Regardless of whether the vehicle comeback is because of noise from an improper or incomplete repair of noise, vibration and harshness (NVH) material or due to structural noise or vibration, it can still affect customer perception. Autobody shops need to be proactive and prevent any negative thoughts about the repair job or facility, which influences the overall customer experience. This in turn may have an effect on Customer Service Index (CSI) scores, one of the key performance indicators (KPI) essential to a collision repair shop’s success. 

Shop management and technicians should consider using this as an opportunity. Collision repair facilities could suggest using a sprayable seam sealer (such as Fusor HD) in the wheel wells or underbody – even if the vehicle OEM did not originally put NVH materials in these areas – because it will reduce noise inside the vehicle. Using a direct-to-metal product with sound dampening in these locations also will provide better corrosion protection. 

This opportunity to upsell to a customer is a chance to create revenue for the shop and also help ensure customer satisfaction. The customer may not be able to differentiate inherent structural noise from a vehicle (that was there before the repair was done but just not previously noticed) and noise or vibrations from not properly replacing NVH materials. 

Regardless, it may make for a dissatisfied customer. Shop management can help prevent customer complaints through upselling to improve sound dampening above and beyond proper vehicle repairs. However, shops should always provide full disclosure with any upsells – it is being offered to provide the best experience for the consumer – but is not necessary for proper vehicle repair. 

Although a properly repaired vehicle technically should result in customer satisfaction, it’s not always the case. Autobody shops should embrace this as an opportunity. By providing the latest in sound dampening technology options, shops can help work toward complete customer satisfaction while helping out their own businesses.

NVH restoration materials, along with all other “non-liquid” supplies, need to be included on the estimate/blueprint for cost recovery when required. Insurers, or the customer if a self-pay cash job, will pay for those products necessary for completing a repair when they are itemized and have a logical explanation.

Douglas Craig

In his structural adhesive technical service role at LORD, Doug is responsible for providing guidance and repair solutions to repairers, OEMS and insurers which incorporate the proper materials and methods. Doug's previous role, as the Collision Repair Manager at Fiat Chrysler Automobile, was focused on all topics related to collision damageability and repairability.

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