![]() Caliber and three other big companies-including Dallas-based Service King-together own only about 12 percent of the market. ![]() collision-repair industry, which is highly fragmented with tens of thousands of small, mom-and-pop shops. Today, Caliber dominates the $40 billion U.S. The company has increased its number of locations, from 68 to more than 460, in states like Texas, California, and Arizona, and its revenue, from $280 million to $1.65 billion. Under Grimshaw’s leadership, Caliber-whose tagline is “Restoring the rhythm of your life”-seems to have knocked quite a few out of the park. They must be fully satisfied … and you have to knock it out of the park.” ![]() “So, we designed systems and processes to focus on the customer-managing the customer, explaining everything, showing empathy, communicating that is a process. It was lacking a focus on customers,” Grimshaw says. It’s an ordeal that Steve Grimshaw-CEO since 2009 of Caliber Collision, the nation’s largest collision-repair outfit-knows well and has confronted head-on.īefore he joined the company, Lewisville-based Caliber “had a good reputation for fixing cars from a quality perspective, but nothing else. Whenever one happens it can trigger a major hassle, with out-of-pocket costs, work disruptions, and angst over finding an honest, efficient repair shop. If you own a motor vehicle, it’s predicted you’ll have an accident once every 10 to 12 years. ![]()
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