One-stop shop gives an edge in heart of Alabama

Capitol City Body Works (CCBW) in Alabama's capital, Montgomery, is fast approaching a half-century's worth of operation, in business since 1961. Having moved from several locations and starting out with a mere two employees, anyone at this shop would be quick to remark, "We've come a long way..."

Tommy Paul, at the helm as owner for the last six years, is proud and eager to talk about the business that drives him. He didn't always have collision shops in his blood, however. He spent a number of years working the grocery business, until one day he realized, "I was tired of working weekends. I wanted a Monday through Friday job."

Sharing that sentiment with his brother-in-law, who was currently operating CCBW years ago, worked to Paul's advantage. The timing could not have been more perfect, as his brother-in-law was looking for some extra help. Today, what was once a two-man collision repair shop now employs 20, many of whom have received I-CAR training. More hires are expected soon.

As is the case with many types of businesses today, Paul believes in running a one-stop auto body shop, and recommends this route to owners willing to take on new challenges. And this business is well on its way. Currently, CCBW operates two buildings and a car wash. The buildings comprise an upholstery shop featuring everything from convertible tops to headliners, City Auto Glass and Capitol City Car Wash.

"The entire business is a dream come true," says Paul, who's been with the business for 21 years. Even his daughter, Candace, has a sense of belonging as the shop's operations assistant.

The current collision center runs 20 workstations with three frame machines and three paint booths. Future plans include the addition of a new paint booth featuring waterborne paints. But Paul says it's premature to talk of that investment just yet. In the meantime, the shop focuses on updates to the current existing equipment.

Equipment investments are just a fraction of the success story of CCBW, which operates by the motto, "We're not satisfied until you're satisfied." The statement boldly applies not only to the customer, but also to each and every employee, Paul noted. And the shop makes sure those words are backed by actions, first and foremost, from management. Employees receive bonuses throughout the year, along with standard paid holidays and vacations. And the shop is only open Monday through Friday. "I feel like weekends are part of family time, even though we face stiff competition from shops who are open on the weekends," Paul says.

Additionally, employees are invited to shop lunches once a month, which may include a barbecue or steaks. As a result, he sees little turnover. Some employees have up to 18 years of service, with one painter, Ricky Talbert, clocking in at two decades of service.

Paul said there's nothing he'd rather be doing than owning a body shop. And, as a result, CCBW is refined and polished at what it does best — restoring wrecks. The shop is currently the exclusive center for all Honda/Acura work in the area. And many vehicles are referred to the shop for upholstery and glass-related jobs.

These additional services have helped the shop shine among the competition. "We believe we're the best the town has to offer as a one-stop auto repair shop. And our employees deserve all the credit for our success," Paul says.

But he doesn't quite rest on his laurels, as competition is anything but nonexistent in this town. "In all honesty, there are too many shops. Yet competition remains very strong," he says. "However, we believe that all that what we provide will boost us. "We've got a good reputation with many repeat customers." It's paid off, as Paul has yet to advertise via television or billboards. Word-of-mouth works just as effectively, and the direct repair programs don't hurt either. Looking toward the future, Paul hopes to speak of a more active Web site. To date it is still in the works, although the shop has arranged one via the local Yellow Pages.

Looking back, one of his best decisions, according to Paul, was the day he signed on to joining the shop. "I love the opportunity to work with the other employees here, as well as the customer," he says.