ADVANTAGE

OUR PROMISE

STERLING’S OFFICIAL POLICY IS TO KEEP YOUR CUSTOMERS

HAPPY

5 P’SLEARN WHAT SEPARATES US FROM THE REST

OUR PROCESS

THE RIGHT JOB FOR THE

RIGHT PRICE

Volume 1T H E S T E R L I N G

OUR PEOPLE Our collision repair

expertise is exceeded only by our commitment.

OUR PROCESS We put the customer in

the drivers seat.

OUR PROMISE Our Promise is our

official Sterling policy

THAT’S OUR POLICYYour policyholder’s

complete satisfaction.

NATIONAL STERLING MARKETS

Find a store near you.

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ADVANTAGE

Connect with us.

The last thing we want to do is add hassle to what your customers are already going through. Our prime objective is to get their car back on the road, safely and swiftly, so their life gets back to normal.

We do this by making the repair experience as easy as possible, and by doing things right every step of the way. Our focus is your focus…making sure your customers are totally satisfied and receive high quality repairs and exceptional customer service.

This focus comes to life with the Sterling Advantage and what we call the 5 P’s.

Being in an accident is no fun. At Sterling, we get it.

The Sterling

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ADVANTAGE

OurPeople

Our collision repair expertise is exceeded only

by our commitment.

We recognize that the growing complexity of the collision industry demands that we employ only the best and most experienced technicians and service providers. That’s why Sterling associates receive the highest level of training in the industry.

Each Sterling loca-tion has achieved I-CAR

Gold Class status and our Sterling University of-

fers a variety of classes to ensure our employees have the technical and

non-technical skills they need to deliver the highest

quality and service available.

From our recruiting efforts to our ongoing employee development,

you can count on the Sterling team to provide a hassle free, extraordinary customer experience.

CUSTOMERTESTIMONY

“ I wanted to let you know what an excellent experience I had with your employee Mr. Chance. Best customer experience I have had in a very long time. He will be the reason I will return to Sterling, in addition to the excellent work you did. What a GREAT attitude!”

Matthew – Clear Lake, TX

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LEAN

Our Place2

Clean: Our shops are clean and organized. You’ll see it themoment you walk in the door.

Lean: We are pioneers of the “lean” movement – our shopsare managed using lean manufacturing techniques thathelp us be more efficient and thorough.

Green: We are always integrating clean standards and green products to help preserve resources and our planet.

We keep it clean, lean & greenWhen we talk about our “Place,” it means three important things:

CUSTOMERTESTIMONY

It has been quite a while now since having to put my car in the shop for body work, but when I did, it was typically a dirty shop that would, at the end of the day, do an acceptable job.

Sterling is far more than any body shop I have ever been to and if I ever need your service again, I will immediately come your way. The facility was extremely clean, and the employees extremely nice. It was truly a wonderful experience ...thanks so much!

Kathryn - Marietta, GA

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LEAN

PerformanceThe roadmap to a hassle-free experience is a tested and proven process that ensures the highest quality work and no surprises.

This is the kind of performance you can count on from Sterling: Using our process, we will identify every possible area of damage, even those that other shops may have missed.

Our professionals will make sure we give our customers’ vehicles the best possible care and attention to detail. We will always use certified professional parts, the most up-to-date practices and the most proven, high-quality paints and materials.

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ADVANTAGE

OUR PROCESSWe Put the Customer in the Drivers SeatOur process is part of our Lean Manufacturing initiative, which is built around smart workflow and time management. Our goal is to remove all variables so we manage a streamlined process from the start. Understanding the game plan with each repair minimizes the need for job add-ons which can increase time and cost.

Prior to dropping of their vehicle for repairs, customers have the option of scheduling an appointment for a damage assessment where we get the ball rolling. We pre-order all parts needed for the repair, which reduces the time the vehicle will be in the shop. Less time in the shop means less disruption for the customer and reduced Loss of Use and overall repair costs.

As customers enter our store they are greeted by their Collision Service Advisor who will be their single point of contact from drop off to delivery. They will arrange for a rental vehicle if needed and will manage all interactions with the insurance provider.

Customer Service Advisors provide regular updates throughout the repair process and create a personal, hassle-free customer experience.

ADVANTAGE

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Our Promise5

Our promise is our official Sterling policy. When customers choose Sterling, we promise…

To greet them at the door.

To help complete all forms and answer any questions.

�To assist with contacting their insurance company and helping them submit the claim.

�To give customers a tour of our facility and explain our repair process.

�To provide an estimate and then a thorough re-pair plan once we dismantle the damaged area.

�To keep customers updated on repair status with any changes reported immediately.

�To provide an industry-leading Limited Lifetime Warranty on all work performed for as long as they own your vehicle.

To give them a ride if needed.

To provide rental car assistance.

To wash and clean their vehicle.

At Sterling, we are busy every day improving every aspect of our performance - so you can refer your policyholders with confidence, and know their cars will be repaired right, and as easily as possible.

We know the job we do has a direct impact on your business, and we’ll never forget it. Take a look at some of the ways Sterling Autobody is committed to the total satisfaction of insurance professionals.

We speak your language.

We employ industry professionals that are familiar with the claims process.

We manage the repair.

The repair is outlined from the time it is dropped off thus minimizing the length of repairs.

Continuous customer communication.

Your policyholders and claims office will be updated throughout the repair.

Continuous company improvement.

We are always looking for ways to better serve our customers.

Your Policyholder’s Complete Satisfaction.

That’s our policy.

If you would like to schedule a tour of our facility or would like additional information about the Sterling Advantage, please visit:

http://insuranceagents.sterlingautobody.com/

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National SterlingMarkets

WA

OR

ID

MT

WY

ND

SD

NE

KS

OK

TX

IL

MI

OH

NY

PA

MD

VA

NC

GA

FL

COUT

NV

CA

AZ

LA

AR

MO

IA

MN

WI

IN

KY

TN

MS AL

SC

WA

DE

NJ

RIMA

NHVT

ME

CT

NM

WA

OR

ID

MT

WY

ND

SD

NE

KS

OK

TX

IL

MI

OH

NY

PA

MD

VA

NC

GA

FL

COUT

NV

CA

AZ

LA

AR

MO

IA

MN

WI

IN

KY

TN

MS AL

SC

WA

DE

NJ

RIMA

NHVT

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CT

NM

Sterling Autobody Centers… was founded in 1997 and operates over 60 locations in 16 states and repairs over 80,000 vehicles each year. We believe in a simple, honest approach to serving our customers. We are committed to providing the highest-quality service and technical expertise. Our pledge is to make your experience hassle-free with the Sterling Advantage.

Click on the link below to find a location near you: http://sterlingautobody.com/location_finder

WA

OR

ID

MT

WY

ND

SD

NE

KS

OK

TX

IL

MI

OH

NY

PA

MD

VA

NC

GA

FL

COUT

NV

CA

AZ

LA

AR

MO

IA

MN

WI

IN

KY

TN

MS AL

SC

WA

DE

NJ

RIMA

NHVT

ME

CT

NM

WA

OR

ID

MT

WY

ND

SD

NE

KS

OK

TX

IL

MI

OH

NY

PA

MD

VA

NC

GA

FL

COUT

NV

CA

AZ

LA

AR

MO

IA

MN

WI

IN

KY

TN

MS AL

SC

WA

DE

NJ

RIMA

NHVT

ME

CT

NM

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