Lisa Mercanti-Ladd isn't going to let anything keep her from making Carstar the best it can be

Lisa Mercanti–Ladd was born to go into the collision repair industry. Her father, Sam Mercanti, built Carstar from the ground up into the titan it is today. And Lisa’s been there every step of the way.

After finishing university, Lisa was approached by her father to work for him around the time he bought the rights to Carstar. She began by working under Larry Jefferies, Sam’s second-in-command. Even back then Lisa’s drive and ambition were evident.

“I ordered business cards that said director of customer service—so basically I promoted myself to director in the first six months.” While she eventually decided to throw the cards out, she made it clear she wasn’t going to settle on being anything but the best.

Over the years, as Carstar grew, so did Lisa’s role in the company. She is now the associate vice president of marketing and client services. She’s in charge of building the brand and providing value to insurance and franchise partners. She is also a member of Carstar’s executive group.

She’s a strong believer in teamwork and giving her staff the freedom to make decisions and be creative. “It’s empowering the team, letting them take charge and letting them think for themselves—I’m a really big believer in that because you get fresh ideas.”

Her unique approach to marketing and franchising has resulted in many successes for Carstar as a whole. Their new “Where Accidents Unhappen” campaign is a testament to Lisa’s belief in the importance of creativity.

Recently, she was on hand to accept the Canadian Franchise Association’s prestigious Award of Excellence in Franchising on behalf of Carstar. This is the first time a company from the collision repair industry has received this honour.

Lisa had to overcome many obstacles to get where she is today. Like many women in the industry, she operated behind the scenes during her early years at Carstar. When the time came for her to take centre stage at the company, she had to face some of the challenges that came with the enhanced role.

One of the hardest things for her to do was balance work and family. “It’s tough but you can do it. You have to be really organized.”

Her family philosophy is very similar to her work philosophy: you need a good team. “I have a lot of supporting people—my mother helps, my neighbours help. My husband and I have found a way to make it work so both our family and businesses thrive.

Her relationship with her father has evolved much since they began working together 15 years ago. To her, he is more than just a parent or a boss; he’s an ideal. “I look at my father as my mentor,” she said. “He’s the person I want to be like, he’s a well-respected man, he works hard, he’s smart, he gives back and can balance it all."

Lisa’s proudest moments in her career are when she sees the joy of franchisees when they accept awards at the annual conference, and when she sees the effects of the philanthropic work that Carstar does for cystic fibrosis. “I want Carstar to leave a really strong legacy for all of our family and friends and bring pride to this industry.”

For Lisa there is no such thing as “good enough.” She is driven by a keen desire to excel and to transcend the status quo. “I’m not a fan of things that are just okay and in people doing things that are just fine. I want to do things that are extraordinary.”