Brett Caslow followed in his father’s and grandfather’s footsteps, joining the family business of selling automotive paint to jobbers. After learning the ropes, he then landed a job at 3M, where he put his extensive experience to work in sales, sales training and marketing. Even though Caslow worked for a major corporation, he always describes himself as a “light blue collar worker,” sticking close to the auto body shops and owners he interacted with daily.
Now, Caslow lends his extensive expertise to The Garage Agency. Kahn Media’s latest offering, The Garage Agency, specializes in helping collision repair facilities keep their bays full with a host of marketing services. Custom websites, local SEO optimization, social media management, AI search visibility enhancement, review boost programs and more are all offered in affordable packages.
On this episode of the “Only The Strong Survive” podcast, Caslow shares his deep insight into the current state of the auto body shop industry and the challenges it faces with host Dan Kahn. The discussion is a unique look into a sector that doesn’t get much fanfare but is almost a $40 billion industry.
Click on the icon to listen to the entire episode, and here are our top five takeaways:
The auto body industry is constantly changing.
Shops can struggle with adapting to a modern marketing environment.
Google reviews play a huge role in shop selection.
Most shops overlook important website metrics.
Finding skilled labor will soon be a struggle.
The Auto Body Industry is Rapidly Changing
One trend Caslow quickly points out is how collision repair facilities are transitioning from a reputation of dirty, disorganized shops to more professional organizations. That change is also coupled with investors now looking at auto body shops as a source of revenue. Both factors have brought rapid change to the industry.
“The industry is now understanding that we can’t present ourselves as dirty collision shops. We have to present ourselves as professional corporations like everyone else does,” said Caslow. “Now, people are also investing in shops. They might not come from that space, but are looking for shops to buy and figure out how to make money doing it. There is now a mix of intimate industry knowledge and people buying up shops, so it is a nice combination.”
Modernization is a Challenge
Adapting to an era where most customers find shops online can be a struggle. Many shop owners are busy people and have little time to stay on top of changing algorithms and best website practices. That is where Caslow sees The Garage Agency making an impact.
“Websites in general, and why I am so drawn to this (The Garage Agency), are a huge miss for our industry right now,” said Caslow. “Our job is to help them understand that they can have a beautiful website, but if it is not doing all the right things, it is not going to make a difference. That is some of what The Garage Agency does. We take a strong look at what they are doing from a website standpoint.”
Google Reviews are Gold
The critical role Google reviews play often gets lost in shops’ struggle to modernize. Those reviews now make a bigger impact than a personal referral in selecting an auto body shop. Caslow sees helping shops get more reviews and manage them as vital for The Garage Agency.
“We choose our providers based on Google reviews. It is amazing in our space how many great shops only have 20 reviews just because they are not using the system effectively. They should have 220 five-star reviews,” said Caslow. “Referrals are still great and still a core part of it, but they are not the core part of it anymore. There are bigger things going on in the industry than that.”
Metrics Matter
Your shop can have a beautiful-looking website, but it doesn’t matter if it doesn’t deliver results. A big part of getting those results from your website is paying attention to the right metrics. If you are too busy or don’t understand the role those metrics play, getting with an agency that does is a wise idea.
“The other big miss I would say in almost all websites is that they are not tracking metrics on who is visiting, keyword searches and SEO,” said Caslow. “Understanding the behind-the-scenes of what is happening is important: who is coming to the website, what they are doing when they get there, which links they are clicking and who is setting appointments. All of those are the next big steps for your website that we don’t see often. Most of them are informational and not transactional.”
The Skilled Labor Problem
As the average age of auto body shop technicians rises, finding skilled labor is a challenge. Thankfully, vocational and trade schools are coming to the rescue. And, with fears of AI taking jobs, interest in them is higher than ever.
“In the collision industry, one of our biggest concerns is finding skilled labor in the next 20 years. The current age of most of our technicians is 50-plus,” said Caslow. “Our vocational schools are now doing a great job of trying to recruit kids. It used to be the kids who were trouble in school and maybe didn’t have a future in the education system, you would throw them in the auto body class. That is not the case anymore, as vocational and trades are the new four-year degree in this country.”
