PA BODY & FRAME WEBSITE IN TOP 10

If Americans continue the trend of turning first to the internet whenever they need goods or services, then the future ought to be bright for Pennsylvania Body and Frame.

Their website, www. pabodyandframe.com, was among the top 10 automotive repair sites listed by AutoInc.org in 2007. It marked the second time in the past five years that the website has been named to the list.

"This site has what's most important: easy navigation; clear, concise text; and lots of good information," AutoInc wrote in its January publication. "But what I found most appealing is the site's 'small damage repair section' that describes the process of fixing minor scratches, chips and dents affordably."

Owner Matt Herzing said the website is a great tool because it gives customers a chance to see what the business is all about at any time, day or night.

"You can find out anything you want to know about our business on our website," he said. "The site is designed so people can go to our site at any given time and see what we are all about. I think it helps our customers feel comfortable about bringing their vehicles to us."

And the website is far more than just a marketing tool. Perhaps its best tool is the "vehicle update link," where customers can visit and check the status of their repair.

Herzing said the website was designed with all customers in mind, but inspired by the realization that every generation of vehicle owner from now on is going to be web-savvy and expect to be able to research your business from the comfort of their home.

"We're at a time where a business has to have a website," Herzing commented. "The younger (drivers) expect it, so the site enables us to keep up with them and provide the service they expect."

And it doesn't hurt that Pennsylvania Body & Frame has a near-flawless customer satisfaction record.

The company uses a thirdparty organization called CSI (Customer Satisfaction Indexing) Complete to monitor their performance through customer satisfaction monitoring.

Using a third-party system, Herzing said, ensures his company will get honest feedback from its customers.

"The process allows us to get frank, unbiased feedback from our customers," he said. "We get monthly reports on how we've been rated and that enables us to continue to provide unsurpassed customer service."

In the past 12 months, customer satisfaction has been at 100 percent, according to CSI.That kind of attention to detail has earned Pennsylvania Body and Frame and its website other accolades as well.

In addition to being one of the top wesites in its industry, www.pabodyandframe has also received the Automobile Service Association's Golden Quill Award for excellence in communication. It has also been named Website of the Month by Body Shop Business.

Founded in 1986, Pa. Body and Frame is open from Monday to Friday between 7:30 am and 5 pm. It is located on Johnsonburg Road about three miles from St. Marys. They're on the web at pabodyandframe.com.