AUTOINC. ONLINE - Shop Profile

From the time she was born, the collision repair industry was part of Laurie Carlson's life. Her grandfather, Alex Lukas, started the business, then he and Carlson's father opened an auto body shop in Portland in 1936. While it was the family business during her formative years, until Carlson bought the business in the early '80s, she was on the outside looking in.

Told that the business was "too dirty for little girls," Carlson chose another career path and operated a successful art gallery in Montana.

It wasn't until 1981, when her mother requested she return home to help with the closing of the business, that Carlson began to re-evaluate her career.

Her father, unsure if he even wanted the business to continue, was still uncomfortable with a woman, his "little girl," entering the industry. Confident in herself and the potential of the business, Carlson arranged to buy the business from her father. What she lacked in industry know-how she made up for in her business experience. Knowing there are basic similarities in all businesses, Carlson felt she could make it work.

An uncle skilled in automotive repair was brought on board. Wanting to learn the technical side of the business, Carlson worked side-by-side with her uncle.

"The first 10 years were really spent forming the business," said Carlson. "Working closely with my uncle gave me the opportunity to learn estimating and receive hands-on training."

Carlson's uncle opted for retirement in his 70s, so she bought out his share of the business and incorporated the third-generation collision repair shop in May 1991.

Today, the main body shop is 10,600 square feet. Shark measuring equipment is used and the facility is also equipped for A/C retrofits.

An annex on the property that contains a lunch room and the parts department is 2,500 square feet.

Remodeling is underway and when the project is complete in May, it will provide a new office area. The facility has 12 bays, two of which hold frame machines. One bay is reserved for detailing projects.

Computerized since the early '90s, an estimating and management system is used for enhanced business operations.

The business does not specialize in any one segment of the industry, however, Carlson does own a burgundy '66 Mustang convertible that tends to draw in a lot of Mustang enthusiasts. One customer brought work to her from San Francisco.

Education
If employees make a commitment to work for the business at least a year after training, classes are paid for by the shop.

"We just don't have a lot of good people coming up through the ranks," said Carlson. Not only is there a shortage of quality technicians affecting the industry, but it has led some companies to stealing employees from other businesses.

"I just don't play that game," said Carlson, who is currently in search of someone to fill a management position at the shop.

In addition to industry classes, two employees attend a local college. One is studying suspension in a three-week, afternoon course; another employee is in a co-op program and splits his time each day between the shop and the classroom.

One way Carlson keeps in touch with local educational institutions is through her position on the Automotive Advisory Board at a local college. She also works through the college's job placement office to find new employees. A part-time position at the shop can often lead to permanent work with the business.

Carlson also works with Portland public schools through an educational Web site. She has been asked to respond to questions as needed about the automotive service industry.

Image
Carlson has been involved in several industry and community groups, including the National Auto Body Council (NABC) and the Automotive Service Association (ASA).

Carlson is a member of the Foundation of Women Owned Businesses and is president of the East Portland Rotary. She joined the Rotary club in 1987 and was one of the first women in the group.

Carlson says she talks about the business to every group she meets. It's an opportunity to promote a positive image of the industry.

"I'm really concerned about the image of the industry," said Carlson. "In my shop, all employees wear pride pins. It sends the message that we are special."

Carlson believes that even her attire sends a message. She frequently dresses in white and feels it reflects her presentation of her shop and herself.

Carlson also speaks to parents to encourage their sons and daughters to consider auto body as a career choice.

"I try to educate parents that the collision repair industry is a growing, clean, progressive industry," said Carlson.

She says her shop is not only clean, but also sends a message of professionalism and quality through its decor, employee pins, and matching sweatshirts and T-shirts.

The procedures and policies in place, along with a mission statement, is part of what makes the business stand out, says Carlson.

"What makes the shop unique is the brightness and the mind set here. The most important thing is keeping our customers happy. We want their experience to be worry-free and for them to believe that we will get their vehicle back to pre-collision condition," Carlson said.

Though she was not allowed to be part of the business as a child, Carlson is certainly making up for lost time. She has received many awards for her industry involvement and community leadership, including the 1994 Collision Shop of the Year award at the National Autobody Congress and Exposition (NACE), and the Astro award, a vocational award for "caring so outwardly about her job."

Shop Stats

Name: Lukas Auto Painting and Repair
Location: Portland, Ore.
Employees: 16
Favorite thing about job:“I like to walk in my shop and feel that I have played a part in growing it. It's a safe haven - so to speak - for the 16 people that work here. I love walking into the business every single day.” - Laurie Carlson

Enhancing the Image of an Industry

Shop Stats