PODCAST · business
Operational Intelligence
by Tom Zoebelein
Operational Intelligence is a collision repair podcast built on one simple truth: every body shop does something better than everyone else. Maybe it’s culture. Maybe it’s blueprinting. Maybe it’s customer satisfaction, production flow, or something entirely unique. Whatever that “superpower” is, this show uncovers it — directly from the operators who mastered it.Hosted by Tom Zoebelein, Operational Intelligence dives deep with one shop owner per episode to explore a single defining element of their business. Not trends. Not buzzwords. Not another round-table about the industry. Instead, Tom breaks down the real decisions, experiments, setbacks, and breakthroughs that helped these shops “crack the code” in their area of excellence — so other owners can learn exactly how to do the same.Tom brings 15+ years of experience working with hundreds of collision centers across the country, designing solutions, studying their operations, and helping them thin
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10
Customer Service as a Competitive Advantage - Dan Bernier - Moray Collision
Customer service gets talked about constantly in collision repair, but very few shops actually build operational systems around it.In Episode 10, Tom sits down with Dan Bernier from Morrie Collision to break down what genuine customer service actually looks like inside a modern collision shop.Dan shares how his team built consistently high Google review scores in a highly competitive Canadian insurance market where every shop operates under the same DRP-style structure. Without referral steering from insurers, customer experience became the real differentiator.This conversation covers:Why customer service starts with owner valuesHiring people who naturally fit your cultureThe biggest mistakes CSRs make with customersHow robotic communication destroys trustWhy Google reviews now drive customer decisionsSimple ways to create memorable customer experiencesWhy bad news should never be delivered by textHow operational chaos ruins customer satisfactionThere are also strong discussions around shop culture, empathy, scheduling, repair planning, and the connection between operational discipline and customer perception.If you want practical ideas your front office can apply immediately, this episode is packed with them.Subscribe for more operational conversations built specifically for collision repair shop owners and operators.
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ABOUT THIS SHOW
Operational Intelligence is a collision repair podcast built on one simple truth: every body shop does something better than everyone else. Maybe it’s culture. Maybe it’s blueprinting. Maybe it’s customer satisfaction, production flow, or something entirely unique. Whatever that “superpower” is, this show uncovers it — directly from the operators who mastered it.Hosted by Tom Zoebelein, Operational Intelligence dives deep with one shop owner per episode to explore a single defining element of their business. Not trends. Not buzzwords. Not another round-table about the industry. Instead, Tom breaks down the real decisions, experiments, setbacks, and breakthroughs that helped these shops “crack the code” in their area of excellence — so other owners can learn exactly how to do the same.Tom brings 15+ years of experience working with hundreds of collision centers across the country, designing solutions, studying their operations, and helping them thin
HOSTED BY
Tom Zoebelein
CATEGORIES
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Frequently Asked Questions
How many episodes does Operational Intelligence have?
Operational Intelligence currently has 1 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Operational Intelligence about?
Operational Intelligence is a collision repair podcast built on one simple truth: every body shop does something better than everyone else. Maybe it’s culture. Maybe it’s blueprinting. Maybe it’s customer satisfaction, production flow, or something entirely unique. Whatever that “superpower” is,...
How often does Operational Intelligence release new episodes?
Operational Intelligence has 1 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Operational Intelligence?
You can listen to Operational Intelligence on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Operational Intelligence?
Operational Intelligence is created and hosted by Tom Zoebelein.
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