This month, AE Magazine was able to sit down with the president of Performance Automotive Management, Patrick Brown. Brown discusses his company, products and how they contribute to the industry.

Tell us about your company?

Performance Automotive Management is a regional TPA specializing in the ancillary products arena. Performance has been in business for more than five years in the TPA arena with its emphasis on customer satisfaction. All present employees go through a rigorous 12 month customer enrichment program designed by an outside consulting group to help lead all new employees through our Customer First Program. The management and staff are committed to this program on a yearly basis. Since the implementation of our Customer First Program, we found from our customers that our overall approval rate has not only doubled but has opened more opportunities with new clients.

Performance offers products through its agent network around the country and through some preferred club portfolios. At Performance we offer dealer owned T&W programs, GAP, ETCH, Paint Dent & Repair, 90 Day Limited Warranty, Roadside Club Assistance programs and other reinsurance programs for our clients. Performance also has VSC programs through A-rated carriers available also.

How do your product offerings differ from others?

Our product offerings have some minor differences, but overall they seem to be universal in our offerings. But again it’s our Customer First Program that sets us apart from others in our market place.

Who are your target markets and what message would like to give them?

Our sweet spot is the small, medium size groups who are looking for first class service with an exceptional experience for their clients and helping dealers drive more F&I income with the help of our Revenue Development team to maximize every opportunity presented to them, in a compliant experience for their customers.

Tell us about yourself and how you became President of Performance Automotive Management?

At one point I was the Executive Vice President of another TPA, and was frustrated with the ‘disconnect’ between the customer and the claims department in regard to making sure the Dealers’ reputation and integrity was not compromised during the claims process. Therefore, I set out on my own to develop such a TPA where the most important aspect is to take care of the customer and if there is an issue with a specific claim, the customer has a full understanding of the final decision.

Looking back over the past five years how has the industry changed and how do you see it changing?

The business has changed drastically with new regulations and compliance. With today’s technology, the dealer and agent world is completely different from years past. We also now have greater competition from the OEM’s in the F&I offices along with traditional banks entering our space making competition stiff and pricing very competitive.

With this in mind TPAs like ourselves will need to be flexible and understand we have an educated consumer today with all the information available to the consumer. With that in mind we have to be completely, ‘full disclosure’ in our dealings with our clients and the end consumer to show the value of our products and the ease of use for the client and consumer. In going forward we feel CSI will become just as important as the product and pricing, that is why again we invest a lot in our process and people with our Customer First Program.

What product will drive your future success?

We believe there is no single product that will drive our success other than the customer experience. Again, this is why we believe our process through automation and our Revenue Development training program enhanced by our overall CSI experience of our Customer First Program will drive Performance Automotive Management success.

Tell us a little more about yourself. What do you like to do to relax and what outside interests and hobbies do you have?

Mostly, I love what I do and am on the road talking to the dealers and the agents most of the month. I have been in this industry for well over 20 years and know that in order to survive, we all must be flexible and creative to keep the edge and stay one step ahead of the competition. I also enjoy tennis and try to get on the courts at least once a week. If I get the chance I also enjoy relaxing on my boat with family and friends and fishing the Bahamian waters as much as possible.