Strong relationships build success for Carty's Collision Center

CARTY'S COLLISION CENTER

Don't underestimate the power of relationships, especially in the collision repair industry. Carry's Collision Center of Ontario, Calif., has succeeded by tapping into the power of relationships.

"We try to develop relationships with our customers so that even if they go to a different insurance carrier, they're still our customer," says Kelly McCarty, who has managed the business for 10 years.

To increase the likelihood that a customer will stay with the company, Carry's is on five major direct repair programs, which generate about 85 percent of its business. No single program represents more than 25 percent of its business, however, and the …