industry events
1 The CSN Shop of the Year Award went
to Hutten Collision ~ CSN. From left: Jay Hayward of CSN Collision & Glass; John and Joanne Hutten from Hutten Collision ~ CSN; Flavio Batillana and Larry French of CSN Collision & Glass.
2 Randy Weber (centre) accepts a CSN
Experience Award on behalf of Walkerton Collision ~ CSN from Dan Galler of Northrbidge Insurance and Lianne Le Rue of CSN Collision & Glass. Also receiving awards for delivering the CSN Experience were Hutten Collision ~ CSN (8,000 sq. ft. and less) and Dana’s Collision ~ CSN and Outlaw Collision ~ CSN (tied in the 8,001 sq. ft to 12,000 sq. ft. category). 3 From left: Dennis Carkner, D’s Collision ~ CSN; Jack Kaakahdjian, Gore Mutual Insurance and Derek Bennie, CSN Collision & Glass. D’s Collision ~ CSN was the winner of the Sales Growth Award in the under 8,000 sq. ft. category. Reflections Auto Body ~ CSN (8,001 sq. ft to 12,000 sq. ft.) and Turpin Collision ~ CSN (12,001 sq. ft. and over) also took home Sales Growth Awards.
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4 Afzal Kudoos, AMA Insurance; Steve
Ingoglia, Automacs Collision ~ CSN and Mark Roesch, CSN Collision & Glass. Automacs Collision ~ CSN received a CSI award at the conference, as did CARS Collision ~ CSN and Frank’s Autobody ~ CSN.
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5 Kevin Carlaw, owner of Carlaw Collision ~ CSN and his daughter Natasha.
6 Flavio Batillana of CSN Collision &
Glass, NHL legend Lanny McDonald, Nick DiLuca of CARS Collision ~ CSN and Rob Pavan of Golden Triangle Collision ~ CSN.
7 Joe Frangione of the Ottawa-based
Bemac Collision Group ~ CSN and his wife Enza.
years with the Toronto Maple Leafs, Colorado Rockies and the Calgary Flames. He spoke on the leadership lessons he’s learned both on and off the ice. “Lanny was awesome,” says Kelvin Campbell of Chapman Auto Body ~ CSN in Halifax, Nova Scotia. “He focused on teamwork, in a very similar way to what a coach would say about a hockey team. He also took the time to talk to every single person.” The conference opened the next day with an address by Flavio Battilana, Chief Operating Officer of CSN Collision & Glass, followed by the day’s keynote speakers, Tony Chapman and Carl Van. Chapman is the CEO of advertising agency Capital C. His presentation, “Recipe for Success: Your Brand is Your Culture” helped to reinforce the theme of the conference, and filled attendees in on how to apply some of the lessons of branding to their own facilities.
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Van’s presentation, “Raising the Bar: Customer Service, Branding and the Five Standards of Superior Customer Service Companies,” helped to illustrate how every customer interaction has an impact, either positive or negative. “He’s got such a common sense approach to some of the things we tell our customers on a daily basis,” says John Jaszek of Eastgate Collision ~ CSN in Hamilton, Ont. “In every example he gave us, you could see how you can move the needle one way or the other, either positive or negative. Your words can make the customer happy with you, or you can make the customer very unhappy with you.” “There was a great flow to the whole conference,” says Denis Sauve of Orleans Collision ~ CSN, who was attending the conference for the time this year. “We had great quality speakers, and the subjects just flowed together really well. I thought the CSN team went above and beyond.”
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Paul Coke of Aeroplan, Richard Marsh of Brimmell Collision Centre ~ CSN and Ryan Johnson from Chatham Kent Collision ~ CSN.
The conference portion of the day wrapped up with an insurance panel, highlighting various topics within the auto claims economy. The evening’s dinner and reception took place at Heritage Park Historical Village: Gasoline Alley Museum. The final day of the conference focused on a number of members-only events. For more information on CSN Collision & Glass, please visit csninc.ca. CRM december 2013 collision Repair 47