What Is Driving Poor Collision Experiences?

Webinar Replay

Presented By: Nick Schoolcraft
May 2018

Customer expectations are changing at a rapid pace. As these expectations become increasingly more liquid, it's imperative that collision facilities focus in on enhancing the overall experience throughout the entire repair lifecycle.

Nick Schoolcraft explores the three most common reasons that lead to unfavorable customer interactions. In his talk, Nick shares the insights his company, Phoenix Solutions Group, has gathered over nearly 30 years of customer data collection and provides attendees tactics and tools to ensure collision facilities overcome these obstacles while enhancing every aspect of their overall business.

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About Nick

Nicholas Schoolcraft is passionate about improving the collision repair experience. He consults with collision facilities coast to coast providing impactful, innovative and strategic thought leadership that enables shops to increase sales and improve profitability. By leveraging his company's more than 30 years of collision customer research, he has a deep understanding of what the collision customer wants from their repair experience. Using that knowledge has allowed him to develop marketing and customer-centric strategies that drive organizational improvements that lead to sales growth increased customer retention and stronger employee engagement.

Before joining Phoenix Solutions Group, Nick worked for Accenture, a global management consulting company. Considered an expert in customer experience and employee engagement, Nick led customer experience transformation projects where he evaluated complex business issues to develop solutions that increased business value and improved customer & employee engagement.

He began his career with a leading national media company where he transformed the way advertisers and publishers interact with their customers while increasing ROI. He has worked with companies like AT&T, FJORD, Macy's, Paccar Truck, Pep Boys developing marketing and customer experience strategies by optimizing internal processes that led to sales.

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