Fairbanks Collision and Glass Services
Scott Tompkins believes in his associates. By treating them
right, and seeing that they have the training and experience
they need, he sets them up to think on their own and do their
work independently. In turn they do their jobs right. This
formula, and a commitment summed up in its motto, “When
Quality Matters,” has helped Fairbanks Collision and Glass
Services, Fairbanks, Alaska, and its 16 employees perform
repairs on 1,300 vehicles each year.
Tompkin’s philosophy has evolved from his first day on the
job, back in 1987 when, upon graduating high school, he and
his father Bud opened the business. Tompkins took the
initiative early on, attending his very first industry meeting
years ago to learn all about benchmark goals,
customer-satisfaction measures and key performance indicators.
Over the years he’s also come to recognize the value in
partnerships, whether partnering with the good employees to
see that they are well-trained and happy in their work, with
insurance companies that can make or break a collision center
through their referrals, or with customers who see the value
in a job done right.
Tompkins and Fairbanks Collision and Glass Services keep
active in industry focus groups to stay up-to-date on industry
trends and practices, and regularly assess the local
employment and wage environment. These efforts pay off by
allowing Tompkins to identify and pursue training
opportunities and certifications, and attract and keep
self-motivated associates via higher wages than local
competitors, health care, an IRA savings package and vacation
benefits. He also takes more novel approaches.
“We are involved in industry focus groups and hire outside of
the industry for sales and management,” he says, explaining a
philosophy that embraces new ideas and out-of-the-box
thinking.
That fresh approach and commitment to partnerships pays
dividends.
“We constantly outperform our competitors in all
insurance-company-tracked performance indicators,” Tompkins
says, which leads to increased referrals.
Aiding in high performance scores is a 22-year relationship
with Martin Senour, using a variety of its primers, basecoats
and topcoats.
"Martin Senour is very willing to help in all aspects of our
business, including product training and administrative
training,” Tompkins offers.
Backed by the expertise and technology of Martin Senour, and a
dedicated, top-notch staff, Fairbanks Collision and Glass
Services continues to grow – and that’s a far cry from the
father-son shop of nearly 30 years ago.