While waiting for their vehicle, customers have access to a free courtesy car. Stathonikos says, "Everyone gets a brand new rental car through Enterprise." This is simply part and parcel of free estimates, guaranteed workmanship, customer satisfaction and a job well done.

To prove his commitment to his customer, Stathonikos joined Acoat Selected, a national warranty program, in October 1995. Under the program, the shop only uses Akzo Nobel's Sikken's paint, which is guaranteed for as long as you own the car. The plaques on the walls indicate other associations Arrow Carstar Collision belongs to: the Stathonikos was the president of the Calgary Chapter; the Collision Repair Industry of Alberta; and the CCAR (Certified Collision Automotive Repair).

One of the benefits of Arrow's involvement with Acoat Selected is the ability to track customer response to these changes. Overall customer satisfaction as of April 1997 was 98% as surveyed by Direct Opinions Inc., commissioned by Acoat Selected. Our customers are regularly surveyed because we care about our customers' continued satisfaction and ensuring quality repairs. Charles Choi, a regular customer, responded, "I've gone to Arrow Auto Body for about 10 years, and I have always been pleased with the work and the service."

Stathonikos explains the shop runs two estimating systems, the ADP system and the Mitchell system. "You put in the serial number of the vehicle and it brings up the complete vehicle and how much each part will cost." The systems allow photos of damaged vehicles to be electronically transmitted to insurance companies as well, speeding up the process considerably.