“JUST DESSERTS”
by Evangelos “Lucky” Papageorg, AASP/MA Executive Director
Although, when pronounced, it sounds like you’re in for something sweet and satisfying, “just desserts” is more often used to describe something much less pleasant – something earned, for better or worse.
The phrase comes from Old English, meaning “what one deserves.” In many ways, that perfectly sums up the state of the collision repair industry today – especially when viewed through a negative lens. Too often, hardworking professionals and the vehicle owners they serve are not getting what they deserve.
There’s also a mindset many people swear by: that if you think positively, good things will come your way. And while it’s true that a positive attitude can help in any situation, there are limits. No amount of optimism can completely overcome a broken system. In collision repair, no technician or shop owner can “think their way” past the constraints of insurance dictates, suppressed labor rates or the moral tug-of-war between doing what’s right and doing what’s covered.
We all know the system is flawed and heavily tilted in favor of the insurance industry. But that doesn’t mean a savvy and professional collision repair shop owner can’t do the right thing for the vehicle owner – and, in the process, help both parties receive their rightful “just desserts.”
Collision repair, at its core, is a noble trade. It’s about restoring safety, function and aesthetics after what is often a traumatic event for the vehicle owner. It demands technical expertise, craftsmanship and an uncompromising attention to detail. But increasingly, it also demands a willingness to fight – against policies, procedures and pressures that prioritize profits over people. It has become a race to the lowest bottom line for insurers, with maximum profit as the finish line.
The biggest elephant in the repair bay? Insurance companies. While they’re often seen as the financial backbone of vehicle repair, the reality is more complicated – and often adversarial. Insurance carriers have, over the years, inserted themselves deeper into the repair process, dictating everything from which parts to use to how many hours a task should take to which shops are “approved” or are “preferred partners.”
This isn’t just micromanagement – it’s cost control at the expense of safety and quality. Most technicians and shop owners can recite dozens of examples where insurers pushed for aftermarket or reconditioned parts instead of OEM components. One infamous example is the John Eagle case, where the failure to follow OEM repair procedures led to catastrophic consequences. Sometimes, substitutions are fine. But too often, they compromise vehicle integrity. A bumper that doesn’t crumple properly or a sensor that’s slightly misaligned can mean the difference between life and death. Worse still, most vehicle owners don’t realize this is happening. They trust their insurers to act in their best interest. Collision repair professionals often stand as the last line of defense between a compromised repair and a safe one.
Ask any shop owner, and they’ll likely bring up the issue of labor rates. Insurers frequently reimburse at rates well below what it costs to train technicians, invest in modern equipment and follow OEM repair guidelines. Unlike other skilled trades, collision repair hasn’t seen labor rates rise in proportion to the complexity of modern vehicles. Shops are essentially being asked to perform space-age repairs with Stone Age compensation. A modern car is a rolling computer – full of sensors, ADAS systems and specialized materials. Yet, the financial structure doesn’t support the training and technology needed to repair them correctly. Sadly, to survive, too many shops cut corners. Increasingly, others are walking away from insurer relationships entirely, becoming “customer-pay” shops and choosing to “balance bill” vehicle owners for the shortfall.
This is a tough and challenging road in an industry where consumers have been conditioned to believe their insurer covers everything. And if a shop sticks to OEM procedures that aren’t “approved” by the insurer? Payment becomes a battle. But with proper customer education and documentation, that battle can be lessened – or even won. There is no “easy button.” There never is when one chooses to do the right thing for the right reasons.
This is where the real conflict lies: the moral decisions repair professionals face every day. Do you follow the insurer’s directive and perform a repair you know isn’t right – or do you stand your ground and advocate for what the vehicle truly needs? Doing the right thing often comes at a cost. Shops that push back may be dropped from referral programs and contracts, lose referral volume or get tangled in prolonged supplement disputes. This is the darker side of “just desserts.” But many shop owners who’ve taken that leap will tell you: they’re happier in the long run. Those with a plan – and the discipline to stick to it – are now reaping real rewards: the positive kind of “just desserts.” They document everything. They educate vehicle owners. They explain the risks of cutting corners. And they’ve found ways to endure the financial pressure that comes with standing up for what’s right. It’s exhausting – but it’s necessary.
Those who are finding lasting success have discovered their greatest ally: the educated vehicle owner. The most important tool in the modern repair shop’s toolbox is education. When customers understand what’s at stake – when they learn that their insurer may not be recommending the safest or most complete repair – they begin asking better questions. They stop seeing shops as “the people who fix dents” and start seeing them as advocates for their safety and investment. Many shops now incorporate customer education into their intake process. They explain the difference between OEM and aftermarket parts, walk customers through the estimate and clarify what is – and isn’t – covered by insurance. They equip customers to make informed decisions. This isn’t just good business – it’s essential. Because the only way to shift the power dynamic in this industry is through informed consumers who demand better. That’s the road to positive “just desserts.”
The collision repair industry is at a critical crossroads. Vehicle technology is advancing rapidly. Insurer expectations are tightening. And yet, the moral imperative remains the same: to return a vehicle to its pre-loss condition – not just in appearance but also in safety and performance.
What was once a faint glimmer of hope is now a growing light at the end of the tunnel. Legal challenges to insurer overreach are gaining ground. Industry associations are speaking out louder than ever. Legislators and regulators are listening – finally responding to issues raised by consumers and shop owners alike. A new generation of shop owners is stepping forward – less willing to play by the old rules and more committed to transparency, integrity and proper repairs. The path forward won’t be easy. It requires resilience. It requires solidarity. And it requires a deep commitment to doing what’s right, even when that path is longer, harder and less profitable – at first. Because in the end, the collision repair industry should – and will – get its “just desserts.” Not the bitterness of systemic injustice, but the sweet reward of honest, skilled work that keeps people safe.
And that’s a dessert worth fighting for.
Want more? Check out the October 2025 issue of New England Automotive Report!