Through Hardship to Greatness (Per Angusta Ad Augusta)

by Douglas Begin, AASP/MA Vice President

The collision repair industry is not for the faint of heart.

If you’re doing it right, not one aspect of this work is easy. Precision repairs? Tough. Investing in the latest equipment and training to ensure those repairs meet the highest standards? Even tougher. Removing your shop from insurance contracts and referral programs, standing firm against short-pays and navigating difficult conversations with customers who may not understand why their insurer isn’t covering the full cost? That’s an entirely different level of challenge.

But as the saying goes, “Anything worth doing is worth doing well.” And doing this work well – properly repairing, inspecting and calibrating today’s complex vehicles – is not just important. It is critical. It is, quite literally, a matter of life and death.

The Reality of Collision Repair Today

Modern vehicles are engineering marvels, equipped with sophisticated sensors, ADAS and intricate structural designs intended to protect occupants in a crash. While these innovations enhance safety, they also make the repair process exponentially more difficult. The days of simply pulling a dent and matching paint are long gone. Every repair must be executed with precision, backed by manufacturer procedures and verified with post-repair scans and calibrations.

Yet, in an industry where quick turnaround and cost-cutting tactics often overshadow proper processes, repairers are under relentless pressure. Appraisers may doubt your expertise, customers may question your pricing, and insurers may refuse to pay for crucial operations. Standing your ground can feel like an uphill battle, leaving even the most skilled professionals second-guessing themselves.

The Hard Conversations We Must Have

One of the greatest challenges shop owners and technicians face today isn’t just mastering repairs – it’s educating customers. These conversations can be uncomfortable. No one wants to tell a customer that their insurance company isn’t covering necessary procedures, leaving them financially responsible for ensuring their vehicle is repaired correctly.

However, avoiding these tough discussions does a disservice, not only to your business, but to the customer’s safety. Transparency is paramount. Customers need to understand that their insurer’s estimate may not align with the real cost of repairing their vehicle according to OEM guidelines. Cutting corners to meet insurance constraints is simply not an option.

It may feel easier to comply with an insurance estimate and move on, but easier doesn’t mean right. If a vehicle isn’t repaired to exact specifications, its safety features may not function properly in the next collision. The difference between a proper repair and a compromised one could be the difference between life and death.

Why We Must Keep Fighting

The decision to step away from referral programs, hold insurers accountable and invest in continuous education requires resilience. It means enduring skepticism, frustration and financial hurdles. It means risking negative reviews from customers who don’t understand why their insurance company isn’t covering necessary operations. It means losing out on easy referral work.

But it also means doing things the right way.

Those who choose the harder path – the one paved with integrity and expertise – are the ones shaping the future of this industry. Collision repair is not just a trade; it is a responsibility. As professionals, we hold the safety of countless drivers in our hands. Our work ensures that when a mother drives her children to school, when a father commutes home after a long day, when a teenager takes the wheel for the first time – their vehicles will perform as designed in the moments that matter most.

A Call to Action

The challenges in this industry are undeniable. The pressures from insurers, the rising costs of equipment, the hours spent in training – these obstacles will not disappear overnight. But we must continue to push forward. We must educate consumers, advocate for proper repairs and hold ourselves to the highest standards.

There is greatness in this struggle. There is honor in standing firm against the tide of mediocrity. And in the end, our dedication to safe, precise and ethical collision repair will be what defines us.

Per angusta ad augusta – through hardship to greatness. Let’s embrace the struggle. The industry, the customers and, most importantly, the lives we protect depend on it.

Want more? Check out the July 2025 issue of New England Automotive Report!