Midwest Collision Repair Center

5 Adjuster Tactics You Must Be Ready For”

If you’ve ever felt stonewalled by an adjuster, you’re not alone.

Here are the 5 most common tactics adjusters use — and how to spot them fast:
1. “Our system won’t allow that rate.”
→ Demand written documentation. Submit your own market survey.
2. “You don’t need that operation.”
→ Politely cite OEM or paint manufacturer guidelines.
3. “Aftermarket parts are equivalent.”
→ Reference OEM crash testing standards and insist on OEM parts.
4. “I’ve never seen that charge before.”
→ Calmly state that industry standards evolve — and offer proof.
5. Delaying supplement approvals.
→ Set clear written deadlines and escalate if necessary.

Remember:

The best estimators don’t argue louder. They document smarter.

**Customer Retention:

Your Shop’s Greatest Asset**

In collision repair, fixing cars gets you paid.
Keeping customers gets you wealthy.

Retention isn’t a department — it’s a decision.
It starts at the very first handshake and carries through every word, every update, and every repair.

Here are the 5 Core Drivers of Customer Retention:

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1. Trust at First Contact

People decide who they trust within seconds.
Listen. Respect. Guide.

2. Set Clear Expectations

Prepare customers for the journey — not just the start.
No surprises = stronger loyalty.

3. Be Their Advocate

Fight for quality, safety, and fairness.
Customers never forget who stood up for them.

4. Stay Proactive

Silence breeds doubt.
Communication builds loyalty.

5. Finish Strong

The final memory matters most.
Deliver gratitude, clarity, and a connection — not just a repair.

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Retention isn’t about doing more.
It’s about doing the right things better.

Every conversation is a choice:
Lose a customer — or keep one for life.