Professional Auto Body is a full-service body shop in Glenwood Springs offering repairs on all makes and models. Owner David Malehorn began working there in 1988 and purchased the business in 1994. Professional Auto Body has won the Glenwood Springs Post-Independent Readers’ Choice Gold Award 11 years in a row.
Transformation at the Top – Dave Malehorn leads by example and compliments employees for making good ethical decisions. He also conducts regular staff meetings where topics include cycle times, safety compliance, trends in the industry, training and equipment. All customers are contacted for feedback by a third-party vendor. Malehorn also hired a mystery shopper in 2011 and as a result implemented seminars and training to improve performance.
Reinforce and Build – Employees at Professional Auto Body work with coaches and mentors to help them better understand ethics and what steps should be taken when handling unethical issues. Employees also receive training as needed to stay current with industry standards.
Unite the Team – Dave is open to employees implementing systems that benefit the company. One employee devised a board for keys that mirrored the shop and parking lot so that everyone knew where a customer’s car was at any given moment. Compensation packages include a profit-sharing component. Last year the company distributed $30,000.
Steer Performance – An advisory group made up of an attorney, financial adviser, accountant and company operations manager meet once a year to discuss all aspects of the business, including goals, operations and changes in taxes or regulations. The group provides a yearly forecast and use a Daily Dashboard to keep track of progress.
Treasure People – Employees are provided with ample opportunity to succeed at Professional Auto Body via training and continuing education. “A wise person told me if you train the employee well, give him good direction and feedback, then it is up to him to perform,” Dave says. If an employee shows signs of not performing, he will start the conversation with, “How can we support you better? Do you need more training? Are we setting you up for success?”
! Enthusiastically Reinvest – Professional Auto Body has donated radio air time and produced ads for the Multiple Sclerosis Society and other nonprofits, and has partnered with Enterprise Holdings Foundation to secure grants for organizations such as Family Visitors program, Youth Zone, Bullyproof Outreach, Center for the Art and Hospice. The business also donates to 4-H, Scouts, Rotary International, Kiwanis, Lions and Elks.