Unreasonable Hospitality
We're Not Just Fixing Cars: What Unreasonable Hospitality Means at Best Body Shop
When you think about a body shop, what comes to mind?
Maybe it's a crowded parking lot, the smell of paint, a waiting room full of automotive posters, or someone handing you a clipboard and asking you to fill out paperwork.
Most people don't associate collision repair with hospitality.
At Best Body Shop, we believe that's an opportunity to do something different.
In Episode 8 of the We Work For You Podcast, Clay and Quinton discussed how we're taking lessons from the world of fine dining and applying them to the collision repair industry.
And it all comes back to one idea:
We're in the people business. We just happen to work on cars.
What Is Unreasonable Hospitality?
Unreasonable Hospitality, written by Will Guidara, explores what happens when businesses go beyond simply providing a great product or service and begin creating memorable, personal experiences.
The book draws from Guidara's experience in the fine dining industry, where seemingly small gestures can transform an ordinary interaction into something extraordinary.
But why would a body shop study a book about restaurants?
Because exceptional customer service shouldn't be limited to a particular industry.
A person walking into a restaurant wants to feel welcomed, understood, and appreciated.
Someone walking into a body shop deserves the same thing.
And in many cases, they need it even more.
An Accident Is Already Stressful Enough
Nobody plans their week around needing collision repair.
Most customers come to us because something unexpected has happened.
Their vehicle has been damaged. Their transportation has been interrupted. They're trying to understand insurance coverage, repair costs, and how long the process might take.
The last thing they need is to feel like they're bothering someone by asking questions.
During Episode 8, we shared the story of a customer who had visited two other repair facilities before choosing Best Body Shop.
At one of those facilities, he felt that asking questions about the repair was an inconvenience.
That should never be the experience.
You deserve to understand what's happening to your vehicle.
We want customers to ask questions. We want to explain the repair procedures. And when possible, we want to show them exactly what we're talking about.
Because understanding creates confidence.
Hospitality Starts Before the Repair Begins
At Best Body Shop, we've intentionally created an environment that doesn't feel like a traditional collision repair facility.
That starts the moment you arrive.
A clean, organized property. Local artwork. Fresh flowers. Music. Comfortable surroundings.
Those details may seem unrelated to repairing a vehicle, but they help communicate something important.
We've thought about your experience.
And if we're paying attention to those details, we want you to feel confident that we're bringing that same intentionality to the repair process.
Why We Call Our Customers Three Times a Week
One of the practices we discussed in Episode 8 is something we call our Monday, Wednesday, Friday calls.
As long as a customer's vehicle is on our property, we make a point of reaching out three times a week.
Of course, we provide updates about the repair.
But that's not the only reason we call.
We want to know how you're doing.
Is everything going okay? Do you need anything from us? Do you have questions? Is there something we can do to make this experience easier?
Those conversations give us the opportunity to build real relationships with the people who trust us with their vehicles.
And those relationships matter.
The Little Things Aren't Always Little
Another part of unreasonable hospitality is paying attention.
Listening to what people say. Remembering what matters to them. Finding opportunities to do something thoughtful simply because you can.
Over the years, we've made a habit of giving customers personal gifts when the opportunity presents itself.
Not because their repair was expensive.
Not because we're expecting something in return.
But because we learned something about them and wanted to show our appreciation.
Sometimes it's a gift connected to a favorite sports team. Other times it's something that supports a customer's hobby or interest.
The value isn't necessarily in what the gift costs.
It's in the fact that someone paid attention.
People remember how you make them feel.
Doing the Repair Right Is Still the Foundation
Hospitality doesn't replace technical excellence.
A beautiful lobby, friendly conversations, and thoughtful gestures mean very little if the vehicle isn't repaired correctly.
That's why we continue to prioritize manufacturer repair procedures, proper equipment, documentation, training, and safe repairs.
The two things work together.
We want to deliver a repair you can trust and an experience that makes you feel confident in the people performing it.
You shouldn't have to choose between technical expertise and exceptional customer service.
You deserve both.
Learning From Outside Our Industry
One of the biggest takeaways from this episode is that businesses don't have to limit their inspiration to their own industries.
If a restaurant has figured out how to create extraordinary hospitality, why shouldn't a body shop learn from it?
If a hotel has mastered communication, why shouldn't we study what they're doing?
If another business has built a culture where employees genuinely care about the people they serve, there's something worth learning.
We're always asking how we can do things better.
Not simply how we can be a better body shop.
But how we can become better at serving people.
We're in the People Business
At the end of the day, our customers don't come to us because they want to experience collision repair.
They come because they need help.
And we have the privilege of providing it.
We believe the experience surrounding a repair deserves just as much thought and intentionality as the technical work itself.
That's what unreasonable hospitality means to us.
It's not about being extravagant for the sake of being extravagant.
It's about genuinely caring for the people who walk through our doors.
Because we're not just fixing cars.
We're taking care of people.
Watch Episode 8 of the We Work For You Podcast
Join Clay and Quinton as they discuss Unreasonable Hospitality, customer relationships, personal service, and how Best Body Shop is bringing a different approach to collision repair.
Best Body Shop
Wichita, Kansas
https://bestbodyshop.com
We work for you.