The vehicle owner or the Insurance Company?
The reality is that you can do a perfect job and make the vehicle owner ecstatic, but still they may never return – and not because of anything you did. Because it is possible that the insurer just referred another shop.
DRP programs are great because the insurer sends you new customers – so good that you may feel you no longer need to market or sell each and every job! Just process the claim and keep the insurance company happy.
But DRP programs are a double-edged sword, because while they supply you with the customer, you may have stopped developing your own customer base.