‘Valet’ shop helps reduce the stress accidents cause
SURREY’S SANGAM AUTO BODY GOES THE EXTRA MILE WHEN IT COMES TO CLAIMS
The word `valet’ is defined as someone who attends to the needs of others, and this applies in spades to Surrey-based Sangam Auto Body Ltd.
In fact, General Manager Amar Dhalwal and his partner Gary Kumar have made car repair so convenient that despite the company’s relatively small size (seven people in total), it handles over 500 repairs annually.
Two big reasons for this success is that Dhalwal and Kumar take their status as a valet body shop seriously: customers are always provided with loaner vehicles, and if the insurance company only covers a certain type of loaner the partners can usually upgrade at no extra cost.
But more importantly, Sangam Auto Body’s hands-on approach to auto repair means their customers’ exposure to ICBC is kept at a bare minimum. “We handle the claims process on their behalf,” explains Dhalwal. “All they have to do is give us their claim number and vehicle registration along with their automobile, and from there we take photos and precise measurements of the automobile in order to help ICBC reach a repair cost.”
Dhalwal credits ICBC for “pushing to eliminate what is typically a timeconsuming and extremely stressful experience for motorists. With this new approach, about the only cause of stress is the accident itself.”
As for vehicle repair, Sangam distinguishes itself from the competition by routinely going above and beyond what insurance companies are willing to cover. “For example, if your vehicle has been damaged from behind and your front bumper is scuffed, we’ll try to repair it anyway,” says Dhalwal, who shrugs when asked if going the extra mile means impacting Sangam’s profits. “The extra time and expense is worth it, especially considering we usually gain a customer for life.”
How is it possible for a relatively small business to offer more than larger auto body shops, including windshield claims and full detailing of repaired vehicles? The answer is simple: Sangam, which was launched by Dhalwal’s father Bhupinder and Kumar’s father Rajinder in 1997, is comprised of professionals at the top of their game. “Our four certified technicians each have 20 to 40-plus years of industry experience,” says Dhalwal.
Plus, the partners have stripped away all of the elements that typically delay the repair process. “I answer all calls personally, day and night,” says Dhalwal. “There are no middle men. And we’re not a franchise, so we have a lot of flexibility when it comes to serving customers.”
Sangam recently purchased a new service bay, bringing the total capacity of the Surrey facility to three bays and 4,200 square feet. The company’s reputation for detailing is such that it will soon launch a line of its own branded car care products, and the partners are exploring the prospect of selling dash cams in the near future.
And of course, Dhalwal and Kumar will continue to improve customer service at every opportunity. “Accidents are stressful enough,” says Dhalwal. “What we aim to do ismake them as stress free as possible.”