How Eugene Cortes Built his Business Around the Customer
Twenty-five years of improving the customer experience culminates with Cortes' new management system
If you ask Eugene Cortes from Clarkstown International Collision about his key to success, he gives a pretty simple answer: “It all boils down to customer service.” But that’s not just some statement Cortes throws out—he says it with a mix of compassion, sincerity and gravity that comes with 40 years of collision repair experience.
Plus, his approach to providing exemplary customer service has been anything but simple. For every decision he’s made since opening Clarkstown International Collision in Nanuet, N.Y., he’s started by putting himself in the customers’ shoes, considering how their experience will be shaped entirely by how attentive he is to their needs.
“They’ve just had their beautiful, brand-new car damaged,” he explains. “When you’re on their level and understand how they feel and you show that it’s not just about getting the job in the door, people appreciate that.” more...