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I worked at one some years ago, and can only offer limited advice. The owner of the shop I worked at was very successful and he had a very firm policy. He only took in collision jobs from insurance companies, not jobs from private paying customers. He also only did wrecks, no paint jobs or any kind of other work that detracted from him getting the cars in and out. He felt insurance companies were easier to deal with than a private paying customer, and his money came right away.
He also personally inspected each and every car before the customer was called to pick it up. He had several other businesses, but we had to call him whenever a car was done, and I have seen him come in a shirt and tie and lay under a car to make sure every nut and bolt was done perfectly. He said his name was on every car that we did, so it had to be perfect.
Even our best techs said that he was able to spot things that they missed, and he was an SOB about demanding quality work. Many times he rejected a job because some bolts were not painted or some other very small defect was spotted. He insisted they redo it until it was right. One time a customer came in with a car he had done 10 years earlier, and there was some minor paint bubbling. He simply said to the customer "When can you drop it off, we will take care of it for you at no charge."
Don't know if any of that helps you, but I just wanted to tell you why one shop I worked at was so successful.
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