How did you get started in the industry?
My husband Todd approached me and asked if I could lend a hand with some accounting work. At that time, Todd was single-handedly managing the panel shop and office, with a team of 10 workshop staff. The workload was overwhelming. He was somehow able to handle 18-20 cars a week all on his own. It was truly incredible how he managed it all.
Being someone who enjoys taking on projects, I happily agreed to help out. Initially, I thought I could handle the accounting tasks from the comfort of our home in just a few afternoons. However, when I visited the workshop to collect a invoices, I was deeply moved by the immense dedication and effort Todd put into his work. He was not only handling administrative tasks, accounts, and overseeing the team of 10 staff, but he also took on spray painting when necessary and was the sole estimator. The sheer amount of responsibility he carried was mind-boggling.
That was back in December 2012, and here I am, 11 years later, still actively involved and dedicated to supporting Todd and the business.
What do you do now?
I handle a wide range of responsibilities within the company. My role includes managing the company's activities, overseeing accounting processes, taking care of HR matters, and providing guidance for the administrative team. I take pride in mentoring the growth of our staff and working together to develop and implement procedures and strategies that enhance overall efficiency throughout the business.
My main focus is to ensure that all aspects of the business run smoothly and align with the workshop's standards of quality. By streamlining operations and promoting a cohesive workflow, I strive to create an environment where our team can thrive and deliver exceptional results.
What do you most like about the industry?
I absolutely love several aspects of the industry! One thing that truly excites me is witnessing the positive technological advancements and the increasing level of professionalism within our field. It's inspiring to see the potential for these advancements to have a positive impact on our environment and contribute to a safer driving experience for everyone. In such a competitive industry, staying ahead of the game is crucial for our long-term viability, and I thrive on the challenge.
Working on projects within the smash repair industry allows me to fully embrace efficiency, creativity, innovation, and strategic thinking. It's amazing how these elements come together to drive positive change and shape the future of our industry. Despite my background in property and finance, collaborating with Todd, who possesses exceptional creative vision and runs an incredibly efficient workshop, has been truly fascinating. Our discussions about the industry's future have been nothing short of inspiring, as we both recognize the need for continuous innovation and modernisation.
What do you most dislike about the industry?
Oh, this is definitely a topic that stirs up some discussion! One aspect of the industry that presents challenges for me is the attitude of certain insurance companies towards small business operators. It can be disheartening to witness their emphasis on cost-cutting rather than prioritizing the quality and safety of repairs.
The inefficiency in processes and communication between insurers and repairers is another issue that surprised me. Some insurers seem to believe they can dictate terms and treat repairers as if they owned the business, lacking the respect the trade deserves. This realization motivates me to work with Todd and Lewis to improve these dynamics and foster better collaboration.
As a business and repairers, our primary goal is to provide top-notch service and ensure the safety of our customers. We don't just focus on finding cheap solutions but strive to deliver high-quality workmanship and peace of mind. It can be frustrating when insurance companies fail to recognize the significance of our dedication and expertise. In fact, we made the decision to not renew an insurance agreement with an insurer who didn't align with our values.
It's essential for everyone to remember that we didn't cause the accidents requiring repairs. Dealing with impatient or demanding attitudes from customers can also be challenging. We work within the constraints of what their insurance provider authorizes. But as we all know sourcing necessary parts in short time frames isn’t easy. It can sometimes feel like walking a tightrope, and it's disappointing when customers forget that our primary aim is to assist and support them.
Despite these challenges, we remain steadfast in upholding our values and delivering exceptional service to our customers just like Geoff Richards did when he founded the business back in 1974.
Who do you most admire in the industry?
This may sound cliche, however I really admire my husband, Todd. He started working for his father Geoff Richards, as a 15-year-old labourer and then spray painter. Todd has made a lot of personal sacrifices in life for his family and myself, though rarely complains and has grown a small regional panel shop into a large successful business with an outstanding reputation for quality. It's absolutely amazing and inspires me. Even though I know at times I drive him crazy, I love working alongside him.
Cars! tell us - first car, current car, dream car?
Fortunately for me, Todd has always had a love for cars, and we've managed to get our hands on the best ones we could afford. It also helps that we share the same initials! My very first car was Todd's red Ford Laser sedan, probably a 1989 model. Over the past 30 years, we've had numerous cars, all of which never had badges on them because Todd loves customizing them before we even get a chance to drive.
Everyone finds it amusing, but my ultimate dream car has always been a black van or SUV. I envision it as the perfect vehicle to fit all five of our grandkids and my gardening supplies. It's become a running joke, and whenever we have one of those vehicles in the shop, I can't resist sitting inside and teasing Todd about buying it. But recently, Todd surprised me and spoiled me with my dream car, a Mercedes 7-seater. I can never remember the exact model, except that it's an AMG, so it's quite fancy - no badges, of course.