53. How to be Big Enough to Serve and Small Enough to Care with Jacob Tilzer

Your Business Your Life

When collision shops get bigger, they tend to focus more on the quantity of repair jobs. This causes the service they provide customers to suffer. As profits become the priority, everything becomes transactional and sometimes customers aren’t treated as if their business matters.

These are some of the things that Jacob Tilzer noticed while he was working for the larger companies in the collision industry. That’s why when he founded his own collision center, he wanted to provide the scale of an MSO (Multiple Shop Operators) but with the feel of a small independent shop in terms of providing a personalized experience for the customer.

Join Matt DiFrancesco and Jacob Tilzer, CEO of Kaizen Collision Center, as they talk about Jacob’s journey, why he chose the name Kaizen for his business, and his thoughts on the true meaning of superior customer service.

Jacob talks about:

• (05:30) How he got into the collision industry
• (07:44) What Kaizen means
• (14:49) Why shop owners should focus on the customer experience
• (15:55) What solidifies a lifelong customer relationship
• (18:14) The number one complaint they get from customers
• (19:26) The qualities they look for in shops that they plan to acquire
• (28:45) Why he wants people to fail as fast as possible

Connect with Jacob Tilzer

Website: https://www.kaizenautocare.com/

Email: [e-mail]

Connect With Matt DiFrancesco:

[e-mail]

[phone]

LinkedIn: Matt DiFrancesco

LinkedIn: High Lift Financial

Facebook: High Lift Financial

About Our Guest:

Jacob Tilzer grew up around drag racing. He wasn’t necessarily a gearhead, but he knew cars. The family he’d grown up with had been in business as well which exposed him to running the business side of things at an early age.

While he was in junior high school, he attended his class in the morning, joined a vocational school for automotive in the afternoon, and worked two jobs in the evening. This served as his formal introduction to working in the automotive career field.

Jacob considers himself a growth-minded guy. Instead of asking for a raise, he would often ask for opportunities to show more of what he can produce and provide value for the company. He went from working for one shop to another where he was always able to max out his skill sets and abilities.

Today, Jacob Tilzer is the CEO at Kaizen Collision Centers, a 50-location MSO which prides itself on offering high-quality service and a worry-free experience for all its customers.