Today we’d like to introduce you to Molly Brodeur Nesbitt.
So, before we jump into specific questions about the business, why don’t you give us some details about you and your story.
I began working in our family business in 2006 after a career in radio broadcasting. I was looking for a change and my father approached me and asked if I would be interested in learning the business and ultimately taking over when he retired. After careful consideration, I decided this was an amazing opportunity to work alongside my Dad, and continue the business that he opened in 1970 at only 19 years old! Very quickly, I immersed myself in the shop and became involved with the Central Mass Auto Rebuilders Association. In 2014, I was elected as the first female president of the Alliance of Automotive Service Providers, which was an incredible honor. Over the years as President, we have worked on legislative and regulatory matters that directly impact the collision industry here in Massachusetts. During this time, I began taking on more operational responsibility at the shop, and about 5 years ago stepped into the role of Chief Operations Officer. It is very important to me to give back to the community as Marlborough is a wonderful place to live and operate a business. I currently serve as a Board of Director for the Marlborough Regional Commerce, an advisor for the Small Business Toolbox through the Marlborough Economic Corporation, Board of Director for the Marlborough Community Development Corporation, and a Program Advisor for the Collision Technical program at Assabet Valley Regional Technical High School. In 2017 I had the distinct honor of being named the Small Business Person of the Year from the Marlborough Regional Chamber of Commerce. I have an amazing husband and 4 children. We have a lot of fun participating in local youth sports, music and Scouts!
Overall, has it been relatively smooth? If not, what were some of the struggles along the way?
The biggest struggles we’ve experienced over the years have revolved around growth. Hiring the right team members is always a challenge, however, we have worked very hard to create a great culture of learning and appreciation. When we expanded to a second location, it was critical to have the right standard operating procedures in place to minimize the disruption to our customers. While we stumbled a bit along the way, we always made sure we owned our mistakes and grew from those experiences. The biggest challenge we have ahead of us, aside from the changing vehicle technology, is a looming technician shortage. The average age for collision technicians is 45 and there are very few young adults interested in working in the trades in general. Our industry has changed and requires a technology based skill set. There is a future in the collision industry long-term, we just have to make connections with students, educate them, and get them excited about working in the trades again.
Al Brodeur’s Auto Body – what should we know? What do you guys do best? What sets you apart from the competition?
First and foremost, we are advocates for our customers. Being involved in an accident can be traumatic and the claims process overwhelming and misunderstood. We work with their insurance company throughout to ensure their vehicle is repaired properly. We set up their rental, handle all of the communication between the rental car agency, the insurance company, and most importantly, our customer. Since 1970 we’ve specialized in collision repair of all makes and models, foreign and domestic. In 2013, we were growing and in need of some additional space. Luck was on our side and a piece of property near by our location was available so we purchased it and opened up our Customer Care Center, which allows us to give our customers a greater repair experience with a beautiful lobby, coffee bar, massage chair and fresh baked goodies that myself and a colleague prepare every weekend. We’ve added a full service mechanical division and auto detail services, which allow us to have greater control of the repair process, as we are able to perform all repairs in house. Over the last 2 years we have worked very hard to achieve our I-CAR Gold Class Designation which only 10% of shops nationwide have earned, and we are now manufacturer certified collision repairers for Honda, Fiat Chrysler, Nissan, Hyundai and Kia, and hope to have our certifications for Subaru, GM and Volvo by the end of 2018. It is very important to us to stay ahead of the curve with the constant evolution of technology in vehicles. Training and access to information is critical as we embark on repairing the vehicles of today and the future. Our amazing staff has embraced the many changes we have implemented in order to service our customers at the highest level possible. We are eternally grateful to our customers that have trusted us with their vehicles over the last 48 years, and we are committed to continuing our journey for excellence as the premier collision facility in Marlborough.
What is “success” or “successful” for you?
I have learned that there is no “I” in success. You have to surround yourself with the right people, and be open and honest in your communication. There will be failures along the way, obstacles that you must overcome and adversity that you must face. It’s much easier to weather storms with a great team by your side. We are a team and that is how we measure our success. We all keep each other accountable which allows us to stay focused on our customers and the tasks at hand. Everyone owns their role and is proud of how they contribute to the overall success of the company. My father set that culture in motion and I am honored to keep it going. We say what we do, we do what we say. There are no smoke and mirrors here – we are an open book!
Contact Info:
- Address: 412 South Street
Marlborough, MA 01752 - Website: www.albrodeur.com
- Phone: 508-485-1082
- Email: molly@albrodeur.com
- Facebook: www.facebook.com/AlBrodeurAutoBody
- Twitter: https://twitter.com/AlBrodeurs
- Yelp: https://www.yelp.com/biz/al-brodeurs-auto-body-marlborough-2
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