AUTOINC. ONLINE - Shop Profile

Pictured above are Susan Lee (center, red shirt) and members of the Cleburne Chamber of Commerce at the ribbon-cutting ceremony for Auto Body Clinic. Photo courtesy of The Cleburne Eagle.

All shop owners have their own story of how they began in the automotive repair industry. Many enter the industry through a shop's being a family business or, as an employee of a business, they purchase the shop from a retiring owner. However, occasionally you hear of an owner who just “happened” into the business.

Susan Lee began her career in the collision repair industry six years ago by being in the right place at the right time. Susan and her husband, Jim, were having Jim's vehicle restored at a local Ford dealership in Cleburne, Texas. “One of the employees of the body shop told Jim that the current owner of the body shop was 'getting out of Dodge' as they say, and the body shop would be up for grabs,”l said Susan.

Susan and Jim took this opportunity to enter the world of collision repair. “We scrambled to get all the necessary documents, licenses and requirements to move right in. After Jim got the computer going he said, 'OK honey, it's all yours. I'm going back to my full-time job,'” said Susan.

Having no experience in vehicle repairs, Susan quickly enrolled in every technical class available. “I could not have learned how to do it all if I had not had the field instruction I received from my shop foreman, Tommy Meeks, who has been with me through it all,” said Susan.

By having the desire to strive for total perfection, Susan earned her PPG certification in refinishing and is a Mitchell estimator. Her employees are certified by the Inter-Industry Conference on Auto Collision Repair (I-CAR), PPG and the International Mobil Air Conditioning Association (IMACA). As for the management aspect, Susan has taken business administration courses.

The already-established business grew and Susan had the vision of moving to a larger facility outside the dealership. So in March of this year, Susan moved Auto Body Clinic to its current location in Cleburne, a community of 26,569 residents a short drive southwest of Fort Worth/ Dallas. Susan and her crew worked diligently to get the new facility in perfect condition. Many hours were spent painting and updating the facility prior to moving in.

Auto Body Clinic has 20,000 square feet, four employees and three on standby, and the capacity to repair 30 vehicles.

“I am a real perfectionist about cleanliness with all the repairs,” said Susan. This perfectionist attitude has set Auto Body Clinic apart from other shops in the area.

Each vehicle that is brought to the business is washed three times by the time it leaves, and vacuumed and polished. “I feel if the vehicle is cleaned before my technicians get it, they are more apt to take pride in how they perform their work,” said Susan. Her theory is that when the vehicle is returned to the customer, they should not be able to detect what was repaired. Susan has instilled this philosophy in her employees and it has definitely paid off through the business's repeat customer base.

Susan says working with customers is the best thing about her job. “I enjoy talking with them and seeing how surprised they are when they see their repaired vehicle,” she said. One customer was so pleased with Auto Body Clinic's work, he brought Susan five pounds of coffee and a homemade apple pie.

In addition to repeat customers, Susan advertises the business through fliers and postcard mailings. She also gives out her business cards whenever and wherever she can. However, the majority of her business is generated through word-of-mouth from satisfied customers. At a later date, Susan plans to incorporate key tags, pens and calendars into her marketing strategy. “These items were a big hit at the other location,” said Susan. Her daughter and husband designed her unique business logo and slogan: Auto Body Clinic, “ER for Your Car.”

Susan is a “hands-on” owner. She does everything from estimating and parts ordering to payroll and cleaning up the shop when needed. “I am a hands-on owner; however, I don't do the body work or painting,” she said.

Currently, Susan is a member of the Cleburne Chamber of Commerce and she joined the Automotive Service Association (ASA) in March. Soon she will become a member of the local Better Business Bureau.

Future plans for Auto Body Clinic include being the best repair facility in town.

Shop Stats

Name: Auto Body Clinic, “ER for Your Car”
Location: Cleburne, Texas
Square Footage: 20,000
No. of Employees: 4
Business Philosophy:“Perfectionism. I want the vehicles clean, no trash in paint, no overspray, and a perfect color match.” - Susan Lee, owner

Shop Owner Builds Business on Perfection

Shop Stats