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Detroit Police Still Seeking Tips In September Auto Body Shop Murder by CBS Detroit
Nearly six months have passed since a man was gunned down inside of a body shop on Detroit’s east side, and police are still searching for the killers. The shooting happened around 2:20 p.m. on September 21, 2016, in the 14000 block of Mack. Police say two men walked into the body shop and fired shots, fatally wounding the 50-year-old victim. The suspects then
Police handout shows detail of suspect wanted in Sept. 21, 2016 shooting at a Detroit body shop See Detroit Murder, Page 14
National AutoBody Research Launches VRS Labor Rate Survey in Kansas and Missouri
isons among body shops. “Collision repairers deserve to be paid what they are worth, no more, no less,” said the survey sponsor, a collision repairer in the Kansas City metro area. “Different shops make different investments in training, tooling, equipment, and certifications, to enable high quality and safe collision repairs. Shops deserve to be compensated commensurate with that investment, and the VRS helps reveal how labor prices for those shops vary with that investment.” “We are pleased to bring the Variable Rate System and the VRS Labor Rate Survey to Kansas and Missouri, in the heart of our country,” said Richard Valenzuela, CEO of NABR. “These two important states help bridge the
Survey Shows How Regularly Shops Get Paid for Shop Supplies, Aluminum Labor Rates Automaker repair procedures and position statements have a clear and positive effect for repairers looking to get reimbursed for “not-included” items.
That was among the findings of a recent “Who Pays for What?” survey, four questionnaires a year conducted by Collision Advice and CRASH Network. Each of the quarterly surveys focuses on a different aspect of collision repair, asking shops about which “not-included” procedures they bill for, and about how frequently each of the largest auto insurers pays for those procedures. The latest of the 2017 “Who Pays”
The survey asked shops that have earned one or more OEM aluminum repair certification to rate their satisfaction on their return in that investment
surveys, focused on body labor operations, is being conducted throughout the month of April; visit https://www .crash network.com/collisionadvice for more information or to take the survey. See Who Pays For What?, Page 50
NACE Automechanika Chicago Education to Focus on Current Trends, Technologies and Processes With four days full of training, powerful show floor exhibits, multiple co-located events and new business opportunities, the slate of offerings at NACE Auto-
McCormick Place West in Chicago. Registration for the show is open now. Education at the 2017 NACE Automechanika Chicago will focus on
mechanika Chicago brings current, innovative and necessary information to automotive professionals from all segments of the industry. NACE Automechanika, the largest U.S. trade show dedicated to high-end technical and management-related training for automotive service and collision repair shops, takes place July 26-29 at
current topics and technologies that automotive professionals must understand and become proficient with to be successful, whether they are technicians, painters, welders, service managers or distributors. Dedicated educator courses will enhance automotive instructors’ skillsets, while
See Labor Rate Survey, Page 15
Change Service Requested
P.O. BOX 1516, CARLSBAD, CA 92018
NABR has announced the launch of the VRS Labor Rate Survey in both Kansas and Missouri, sponsored by an anonymous Kansas City metro area collision repair center. The online survey is free for all Kansas and Missouri collision repair centers and can be found on the NABR website. The VRS Labor Rate Survey provides both collision repairers and insurers with an independent, third party, trusted survey of labor rate data in markets across the United States. The VRS reports labor rate ranges based on shops’ posted labor prices, not on an artificially defined single prevailing rate for all shops. Labor rate data can be filtered by training, certifications, and equipment, among other variables, to help find apples-to-apples compar-
VOL. 6 ISSUE 7 APRIL 2017
See Automechanika, Page 25
Presorted Standard US Postage PAID San Bernardino, CA Permit #2244
2 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
COLUMNISTS Attanasio - Only WyoTech Grads Work at Richard Wood Kustoms . . . . . . . . . . . . . . 36 Attanasio - She’s Retired, But Not Out of the Game: The Story of “Collisionista” . . . . . . 46 Attanasio - There’s No Free Lunch When it Comes to Your Website . . . . . . . . . . . . . 34 Luehr - How to Create Loyal Customers . . . . 30 Phillips - George Avery Shares Thoughts on Direct Repair Programs: From the Cradle to the Grave?. . . . . . . . . . . . . . . . . 42 Phillips - Mike Anderson: Why Repairers Need to Research OEM Procedures on Every Single Vehicle Every Single Time . . . 52 Phillips - Ten Ways to Find Top Talent for Your Shop . . . . . . . . . . . . . . . . . . . . . . . . 22 Survey Shows How Regularly Shops Get Paid for Shop Supplies, Aluminum Labor Rates. . 1 Yoswick - What Happened to the MSO that Pledged to Double In Size by Making the Insurer the Customer? . . . . . . . . . . . . 28 NATIONAL 2017 MSO Symposium Registration is Open, Agenda Released . . . . . . . . . . . . . . 60 3M Automotive Aftermarket Division Deploys New Mobile D.E.M.O. Trailer . . . . . . . . . . . 56 Accepting Nominations for the 2017 Mort
Schwartz Excellence in Education Award . . 61 Auto Body Hawaii Hosts High School Senior Essay Contest . . . . . . . . . . . . . . . . . . . . . 30 Auto Care Caucus Filed in Congress . . . . . . . 49 Automotive Refinish Coatings Market Analysis, Segments, Growth and Value Chain 2015-2025 . . . . . . . . . . . . . . 19 BASF Offers Exclusive Bentley Level 1 and Level 2 Refinish Training Courses . . . . . . . 48 California Backs Down on Self-Driving Car Rules, DMW Says No Steering Wheel Needed . . . . . . . . . . . . . . . . . . . . . . 4 CARSTAR and Automotive Training Coordinators Partner for I-CAR Gold Certification Process . . . . . . . . . . . . 54 CCC Information Services Inc. Publishes 2017 Crash Course Report. . . . . . . . . . . . 56 Co-Defendants Plead Guilty in CA Insurance “Scratch Out” Fraud Scheme . . . . . . . . . . 24 Collision Industry Provides $12M+ to Schools, Students in 2016 Through Collision Repair Education Foundation. . . . 54 Equipment and Tool Institute Releases Position Statement on Pre- and Post-Repair System Scanning. . . . . . . . . . 61 I-CAR Announces 2017 International Board of Directors, Presents Joe Laurentino With Founder’s Award . . . . . . . . . . . . . . . 58 LTC Starts $1M Auto Tech Center Campaign. . 6 March 31 Deadline for Applications for NABC Executive Director. . . . . . . . . . . . . . 63 MSCRA Negotiating Consumer Bill of Rights, Plans PSAs and Training for 2017. . . . . . . 45 New Transportation Secretary Re-Evaluating Self-Driving Car Guidance. . . . . . . . . . . . . . 4 Nissan Issues Precautions For Repairing Bumpers with Blind Spot Warning Installed. 20 Phillips - I-CAR Announces Nationwide Initiative to Hold Classes in Technical Schools & Colleges . . . . . . . . . . . . . . . . . 38 Polyvance Releases R08 PPE+PS Plastic Welding Rod. . . . . . . . . . . . . . . . . . . . . . . 57 Porsche and Nissan Issue Recalls over Windshield and Airbag Issue. . . . . . . . . . . 20 PPG Confirms Interest in AkzoNobel, So Far ‘No’ . . . . . . . . . . . . . . . . . . . . . . . . 48 PPG Debuts TouchMix® XI Touchscreen Computer . . . . . . . . . . . . . . . . . . . . . . . . . 56 Precision Collision Center Earns Assured Performance Certification and Top Automaker Recognition . . . . . . . . . . . . . . 48 SCRS Education Committee Presents on “Kool Tools” from SEMA Show. . . . . . . . . 60 Self-driving Nissan Leaf Takes to Europe’s Streets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Sherwin-Williams Announces 2017 Second Quarter Training Schedule. . . . . . . . . . . . . 60 Stamford Firefighters Forced To Break Into Auto Body Shop To Attack Blaze . . . . . . . . . 8 There is Still Time to Support 3M’s Hire Our Heroes Fundraiser . . . . . . . . . . . . . . . 58 Uber Gets Calif. Permit to Test Robotic Cars . . 4 WIN 2017 Conference Registration Opens, Agenda Announced . . . . . . . . . . . . . . . . . 57 Women’s Industry Network Announces Winners of the 2017 Most Influential Women in Collision Repair Award . . . . . . . 63
Out of approximately 2,800 written complaints filed in 2016, 207 related to used vehicle sales practices, which include credit issues. Home improvement complaints rank second at 172 complaints, and home mortgage complaints are third on the list at 149 complaints. “Our office receives a steady stream of complaints about used vehicle sales, the majority of which are related to credit issues,” Attorney General Tom Miller said. “Buyers who take a little time to learn more about their rights before they sign a contract and 2016 Top ten consumer protection division complaints take time to research the improvements and home mortgage com- vehicle they want to buy are often a step plaints. ahead of the most common problems.” The list of top three complaints consumers filed last year is unchanged from www.autobodynews.com a year earlier. Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Online Editor and Copywriter: Deana Cacus Contributing Writers: Tom Franklin, John Yoswick, Janet Chaney, Toby Chess, David Brown, Rich Evans, Ed Attanasio, Chasidy Sisk, David Luehr, Stacey Phillips, Victoria Antonelli Advertising Sales: Joe Momber, Sean Hartman, Bill Doyle, Norman Morano (800) 699-8251 Office Manager: Louise Tedesco Sales Assistant: Jessica Day Content/Social Media Specialist: Cass Heckel Art Director: Rodolfo Garcia Graphic Designer: Michelle Lucas
Aerosol Refinish Solutions, LLC . . . 27 Audi Wholesale Parts Dealers . . . . 60 Axalta Coating Systems . . . . . . . . . . 2 Bettenhausen Automotive . . . . . . . . 6 Blue Springs Ford . . . . . . . . . . . . . . 45 BMW Wholesale Parts Dealers . . . . 57 Bob Hook Chevrolet . . . . . . . . . . . . 41 CarcoonAmerica Airflow Systems . 36 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 13 Charles Gabus Ford . . . . . . . . . . . . 43 ChemSpec USA, LLC . . . . . . . . . . . 20 Classic Chevrolet . . . . . . . . . . . . . . 47 Classifieds. . . . . . . . . . . . . . . . . . . . 62 Courtesy Subaru. . . . . . . . . . . . . . . 49 DJS Fabrications. . . . . . . . . . . . . . . 12 Eco Repair Systems of North America, LLC . . . . . . . . . . 23 ECS Automotive Concepts . . . . . . . 28 Equalizer Industries, Inc. . . . . . . . . . 9 Erhard BMW of Bloomfield Hills . . . 37 Erhard BMW of Farmington Hills . . 37 Ganley Westside Hyundai . . . . . . . 34 Ganley Westside Subaru . . . . . . . . 39 GM Wholesale Parts Dealers . . . . . 59 GYS Welding USA. . . . . . . . . . . . . . 24 Herkules Equipment Corporation. . 19 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . . . . 32-33 Hyundai Wholesale Parts Dealers. . 54 Infiniti of Naperville . . . . . . . . . . . . . 50 Insta Finish Car Care . . . . . . . . . . . . 7 Jack Phelan Chrysler-Dodge-JeepRam of Countryside . . . . . . . . . . 21 Jake Sweeney Chevrolet . . . . . . . . 38 Kelly BMW . . . . . . . . . . . . . . . . . . . . 46
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Serving Illinois, Iowa, Indiana, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin and adjacent metro areas. Autobody News is a monthly publication for the autobody industry. Permission to reproduce in any form the material published in Autobody News must be obtained in writing from the publisher. ©2017 Adamantine Media LLC.
Midwest
REGIONAL AASP-MN Annual Meeting & Leadership Conference is April 13th . . . . . . . . . . . . . . 12 ASA Gears up for Connected Cars . . . . . . . . . 8 ASA-MW St. Louis Chapter Hosts Automotive Career Panel. . . . . . . . . . . . . . . . . . . . . . . 12 Bellaire, MI, Shop Owner’s 1960 Award Winning Corvette Stolen and Burned in Detroit . . . . . . . . . . . . . . . . . . . . . . . . . . 6 CARSTAR North American Operations Team Holds First-Ever Operations Retreat in St. Louis . . . . . . . . . . . . . . . . . . 20 Detroit Police Still Seeking Tips In September Auto Body Shop Murder . . . . . . . . . . . . . . . 1 Kentucky Association Announces August AutoVision Conference . . . . . . . . . . . . . . . 15 NACE Automechanika Chicago Education to Focus on Current Trends, Technologies and Processes . . . . . . . . . . . . . . . . . . . . . . 1 National AutoBody Research Launches VRS Labor Rate Survey in Kansas and Missouri. . 1 Network With Industry Leaders at SEMA Chicago . . . . . . . . . . . . . . . . . . . . 24 No Journey is too Long When it Comes to Education . . . . . . . . . . . . . . . . . . . . . . . 10 Phillips - South Dakota Shop Owner Operates His Dream Body Shop . . . . . . . . . . . . . . . 26 Returning OTC Graduates Provide Real-World Mechanic Experience . . . . . . . . 9 Shop Owner Stabbed Because of Delayed Oil Change: Police . . . . . . . . . . . . . . . . . . . 6 Used Auto Sales Top 2016 Consumer Complaint List in IA, Auto Repairs at Number 8 . . . . . . . . . . . . . . . . . . . . . . . . 3 WACTAL Announces Agenda for 2017 Conference . . . . . . . . . . . . . . . . . . . . . . . 12 Washington County Auto Shops Swamped After I-41 Pileup . . . . . . . . . . . . . . . . . . . . 19
For the second year in a row, used auto sales topped the list of complaints consumers filed with the Consumer Protection Division in 2016, followed by home
Index of Advertisers
Contents
Used Auto Sales Top 2016 Consumer Complaint List in IA, Auto Repairs at Number 8
Autobody News Box 1516, Carlsbad, CA 92018; (800) 699-8251 (760) 603-3229 Fax www.autobodynews.com / news@autobodynews.com
Kia of Des Moines . . . . . . . . . . . . . . 43 Kia Wholesale Parts Dealers. . . . . . 55 Killer Tools & Equipment. . . . . . . . . 29 Laurel Auto Group of Westmont . . . 51 Livonia Chrysler-Jeep . . . . . . . . . . . 10 Luther Bloomington Acura-Subaru. 44 Luther Hopkins Honda . . . . . . . . . . 26 Maplewood Toyota-Scion . . . . . . . . 40 Mazda Wholesale Parts Dealers . . . 56 Midwest Parts Group . . . . . . . . . 16-17 MINI Wholesale Parts Dealers . . . . 56 Mitsubishi Wholesale Parts Dealers . 63 MOPAR Wholesale Parts Dealers . . 35 Morrison’s Auto Parts . . . . . . . . . . . 42 Nissan/Infiniti Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 58 Polyvance . . . . . . . . . . . . . . . . . . . . 18 Prima Welds, Inc . . . . . . . . . . . . . . . . 8 Richfield-Bloomington Honda . . . . 22 Russ Darrow Automotive Group. . . 48 SATA Dan-Am Company . . . . . . . . 11 Sherwin-Williams Automotive Finishes . . . . . . . . . . . . . . . . . 24, 25 Spanesi Americas . . . . . . . . . . . . . . 14 Subaru Wholesale Parts Dealers . . 52 The Sharpe Collection of Automobiles . . . . . . . . . . . . . . . . 31 Toyota of Des Moines . . . . . . . . . . . 43 Toyota Wholesale Parts Dealers . . . 63 Valspar Automotive . . . . . . . . . . . . . . 5 VanDevere Kia-GM . . . . . . . . . . . . . 53 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 61 Wizards Products . . . . . . . . . . . . . . 15 Yellow Jacket . . . . . . . . . . . . . . . . . 30 Zimmer Chrysler-Dodge-Jeep-Ram . 64
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 3
California Backs Down on Self-Driving Car Rules, DMW Says No Steering Wheel Needed
California has relaxed several rules on self-driving cars as the state tries to maintain its status as a leader in the field. Alphabet, then Google, had a very public reaction to the original requirement that all vehicles have provisions for drivers and steering wheels. The state’s Department of Motor Vehicles released proposed regulations for autonomous vehicles, dropping an earlier requirement that a human driver had to be present while testing on public roads. The DMV also backed down on a previous rule that vehicles needed a steering wheel and pedals for the operator to take back control. “When we think of driverless vehicles they can either have conventional controls, which are steering wheels, pedals, things like that, or they cannot,” said California DMV Chief Counsel Brian Soublet during a conference call with reporters. If companies test vehicles without conventional controls, they have to show the California DMV that they have approval from the National Highway Traffic Safety Administration, he added. NHTSA said in early 2016 that self-driving software systems, not just humans, can be con-
sidered drivers. “If California was going to keep that level of development activity in the state, what they did was necessary and timely,” said Eric Noble, president of The CarLab, an automotive consulting firm. “They kind of had to do it because at some point manufacturers can’t move autonomous vehicles forward without getting controls out of cars.” California’s change of heart is likely good news for Mountain View, California-based Alphabet Inc., which is developing self-driving software and vehicles through its Waymo division. When the state’s DMV published draft regulations in late 2015 that required human drivers, a steering wheel and pedals, the company was “gravely disappointed.” Google had recently built prototypes with no steering wheel or pedals, and it had to retrofit them to continue testing in California. Californi’s new proposals follow a Michigan law passed in December, which allowed testing with no human driver. It also created a framework for selling autonomous cars which the California DMV also added to its proposed rules.
New Transportation Secretary Re-Evaluating SelfDriving Car Guidance
U.S. Transportation Secretary Elaine Chao said she was reviewing self-driving vehicle guidance issued by the Obama administration and urged companies to explain the benefits of automated vehicles to a skeptical public. The guidelines, which were issued in September, call on automakers to voluntarily submit details of self-driving vehicle systems to regulators in a 15point “safety assessment” and urge states to defer to the federal government on most vehicle regulations. Automakers have raised numerous concerns about the guidance, including that it requires them to turn over significant data, could delay testing by months and lead to states making the voluntary guidelines mandatory. In November, major automakers urged the then-incoming Trump administration to re-evaluate the guidelines and some have called for significant changes. Automakers called on Congress earlier this month to make legislative changes to speed self-driving cars to U.S. roads. Chao, in her first major public remarks since taking office last month, told the National Governors Association: “This administration is evaluat-
Celphy Makes Room for The Clowns
ing this guidance and will consult with you and other stakeholders as we update it and amend it, to ensure that it strikes the right balance.” She said self-driving cars could dramatically improve safety. In 2015, 35,092 people died in U.S. traffic crashes, up 7 percent and the highest full-year increase since 1966. In the first nine months of 2016, fatalities were up 8 percent. Chao, noting research that 94 percent of traffic crashes were due to human error, said: “There’s a lot at stake in getting this technology right.” She said the Trump administration wanted to ensure it “is a catalyst for safe, efficient technologies, not an impediment. In particular, I want to challenge Silicon Valley, Detroit, and all other auto industry hubs to step up and help educate a skeptical public about the benefits of automated technology.” Chao said she was “very concerned” about the potential impact of automated vehicles on employment. There are 3.5 million U.S. truck drivers alone and millions of others employed in driving-related occupations. She also said she would seek input from states as regulators develop rules on drones.
4 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
Uber Gets Calif. Permit To Test Robot Cars
Uber has received a permit from the California Department of Motor Vehicles to test its robot cars in the state and Consumer Watchdog warned that the cars should not carry passengers while still being tested. “When Uber illegally deployed its robot cars in San Francisco last year, the vehicles were observed driving through red lights,” said John M. Simpson Consumer Watchdog’s Privacy Project Director. “Uber’s technology simply isn’t safe enough to put passengers at risk.” Under California law companies testing selfdriving cars with a permit in the state must file reports of any crashes and annual “disengagement reports” describing when the robot technology failed and a human operator had to intervene. Both reports are posted on the DMV’s website. “Now that Uber has permits to test, the company’s activities must be closely monitored by police,” Simpson said. “What is clear is that Uber must not use passengers as human guinea pigs a publicity stunt.” Consumer Watchdog asked people in San Francisco to watch out for traffic violations and safety threats by Uber’s test vehicles.
Self-driving Nissan Leaf Takes to Europe’s Streets
A self-driving Nissan car has taken to the streets of London for the automaker’s first European tests of an autonomous vehicle. Traveling at up to 50 mph and moving from local streets to a major multi-lane road, the modified Nissan Leaf electric car showcased the kind of technology many hope to be the future of travel. Britain has been wooing developers of autonomous vehicles, hoping to grab a slice of an industry it estimates could be worth 900 billion pounds ($1.1 trillion) worldwide by 2025. It also recently announced changes to allow for a single insurance policy to cover motorists driving conventionally and in autonomous mode, as it tries to get regulations in place to encourage the uptake of driverless cars from 2020. Britain’s flexible approach to testing autonomous vehicles helped Nissan pick London for its first European tests, Maarten Sierhuis, the director of its research center in Silicon Valley told Reuters. “It’s not everywhere in Europe that we can go and drive on the road,” Sierhuis said. Nissan launched a version of its self-driving technology dubbed ProPILOT last year in Japan and plans to offer the feature in the Qashqai crossover in Europe this year.
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 5
LTC Starts $1M Auto Tech Center Campaign by USA TODAY NETWORK-Wisconsin
The Lakeshore Technical College Foundation in Cleveland, WI has unveiled the public phase of its Advanced Automotive Technology Center campaign, a fundraising effort to support renovation and expansion of the college’s automotive training facilities, the first major update made since 1974. The campaign seeks to secure a fundraising goal of $1 million, with college resources funding the gap. The new $3.5 million, 30,000square-foot Advanced Automotive Technology Center, designated as a Snap-on Center of Excellence, more than doubles the square footage for LTC’s Automotive Maintenance and Automotive Collision Repair training programs. The center al-
lows for increased enrollment capacity while creating a safe and productive learning environment for students. The new collision repair and refin-
Elizabeth Miske, 18, of Plymouth, tests her painting skills with a painting simulator at Lakeshore Technical College in Cleveland. Credit: Gary C. Klein/USA TODAY NETWORKWisconsin
ishing facility was an important part of the recent collision program expansion to a two-year technical diploma. Enrollment capacity is now 32 full-time students each semester, up from 16 in the previous oneyear program. The 17,000-square-foot Automotive Collision Shop features two new classrooms and Car-O-Liner measuring and fixture benches for vehicle structural repairs. A central Eurovac system enhances students’ learning experience and keeps the shop clean by capturing sanding dust. Other additions include a customer service area, aluminum clean room and a metal shaping area equipped to make automotive parts that are no longer in production. Garmat paint booths fill the north end of the structure to help train painters
to work for automotive repair shops and local manufacturers. The 13,000-squarefoot Automotive Maintenance Shop is a Snap-on Center of Excellence with 19 work stations, two new classrooms, four alignment racks, 14 rotary lifts and five open bays. The new center also provides opportunities for high school seniors to get a jump on their career goals. Currently, only four of 25 local public and private high schools in the LTC District offer automotive maintenance programming, and no high schools offer auto body collision training. To learn more about the campaign, contact Katie Willinger, LTC Foundation, at 920-693-1247. We thank USA TODAY NETWORKWisconsin for reprint permission.
of it that they could sell, or use, or wanted or whatever,” Fischbach says. Now Dave spends his days searching online for parts that belonged to his Corvette. “You can’t put a price on prestige and craftsmanship and things like that. It’s just really hard to do when you have a car like that. There wasn’t another one like it in the country,” Fischbach says. “It is an active investigation and we’re just kinda holding out hope for hope that they
catch who did it.” Fischbach says that Southgate and Detroit police are investigating. He also says that the hotel in Southgate says they didn’t catch anything on their security cameras. Anyone with information is asked to contact the Southgate, MI, police department or Dave Fischbach at (231) 5336969. We thank 9and10 News for reprint permission.
Bellaire, MI, Shop Owner’s 1960 Award Winning Corvette Stolen and Burned in Detroit
by Caroline Powers, 9and10 News
A Bellaire man is searching for answers after his classic 1960 Corvette was stolen and later found burned to pieces in Detroit. Dave Fischbach has been showing cars for more than 40 years. At the end of February he drove down to Detroit for the Autorama at Cobo Hall. That’s when someone stole his Corvette, Jeep, truck, and trailer. 9&10’s Caroline Powers and photojournalist Jeremy Erickson explain how he’s searching for who did it. “It’s a passion. I’m just a car guy, car nut.” Dave Fischbach has owned Dave’s Collision and Car Repair for 15 years. Working with cars is more than just a job to him, it’s a way of life. “I’ve been a car guy my whole life,” Fischbach says. “I started when I was 14 years old, working and fixing up cars. I couldn’t afford to pay anybody to do it so I had to learn how to do it myself. So it just kind of grew into a hobby.” That hobby expanded for more than 40 years with trips to classic car shows
around the county. His most prized possession—his 1960 classic Corvette—a three-time National Corvette Show winner.
“It rode like a new car, it steered like a new car, it performed like a new car. It had air conditioning power windows, all the conveniences of the new cars,” says Fischbach. On February 21, Dave drove to Detroit for Autorama at Cobo Hall. He parked his truck and trailer with his Jeep and 1960 Corvette inside at a hotel in Southgate. The next morning, they were gone. “I realized right away that everything had been stolen,” Fischbach says. And a few days later, his Corvette was found burned to pieces. “They probably stripped every part off
Shop Owner Stabbed Because of Delayed Oil Change: Police
the shop owner began around 10:20 a.m. when the owner informed Barrios A customer at an Orland Park, IL auto that his scheduled oil change would be shop has been charged with delayed. The confrontation aggravated battery after poescalated and the owner eslice said he stabbed a shop corted Barrios outside the manager after he was told his business, where police said scheduled oil change was dehe was stabbed with a small layed. pocket knife. Luis Barrios of Tinley The victim, a 37-year-old Luis Barrios. Park was charged with one man, was taken to Advocate felony count of aggravated Credit: Orland Park Christ Medical Center in Oak battery Saturday morning Police Department Lawn and is expected to surafter the alleged customer dispute at the vive. Sears Auto Center in Orland Square. Barrios was found nearby by OrBarrios was described in a police report land Park police. as a “longtime” customer of the auto shop. We thank Orland Park Patch for reprint An argument between Barrios and permission. by Tim Moran, Orland Park Patch
6 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 7
Stamford Firefighters Forced To Break Into Auto Body Shop To Attack Blaze
by Frank MacEachern, Stamford Daily Voice
Stamford, CT firefighters had to use power saws to cut open locked security gates to fight a fire at an auto body shop in early March.
ASA Gears up for Connected Cars Join the Automotive Service Association (ASA) May 18-20, 2017, for an in-depth look at the technical aspects of Advanced Driver Assistance Systems at Connected CARS. The event will be held at the Detroit Metro Airport Marriott Hotel in Romulus, MI. Seats are limited, so early registration is recommended.
systems operation, design, diagnosis and calibration. Speakers include:
▪ Debra Bezzina, managing director, Center for Connected and Automated Transportation at the University of Michigan
▪ Greg Potter, manager, Equipment and Tool Institute (ETI)
▪ Bob Gruszczynski, OBD communication expert, Volkswagen Group of America
Auto body shop fire in Stamford. Credit: Frank MacEachern
Firefighters responded to a 911 call at 1:14 a.m. Friday, March 3 for a fire at Bill's Service at 49 Gleason Ave. Initially, firefighters couldn't get into the building that had heavy smoke emanating from the singlestory building. Firefighters had to fight through heavy smoke, zero visibility and the maze-like conditions due to stored vehicles in order to find the blaze. The fire was doused by 2:38 a.m. No one was hurt, and the fire marshal is investigating the cause.
Shop owners and technicians will get a technically-oriented look at all sides of the advanced vehicle technologies through interviews, panel discussions and hands-on presentations by experts and engineers from every sector of the industry. Additional information, including registration, is available at www .ASA-CARS.com. ASA members can register for a members-only discounted price of $249 and $299 for nonmembers. Connected CARS will feature high-level training on the future of scan tools and cybersecurity with a primary focus on driver assistance
8 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
▪ Mohan Sethi, cybersecurity expert, Mahle
▪ Jim Luyckx, general manager of Product Development, Snap-On Tools
“ASA believes it is critical for shop owners and technicians to be aware of the rapidly changing technical landscape and to arm themselves with the necessary skills to prepare for those changes,” said Tony Molla, ASA vice president. “Advancing automotive technology has always presented a challenge for automotive service and collision repair shops, but the pace of change has quickened to the point where we need to get educated on
what’s here now. ASA is working to develop new ways to get this education and information out to our membership and the industry at large to help prepare us for not just what’s coming, but what’s showing up in our service bays today.” Event co-sponsors include Advance Professional, the Alliance of Automobile Manufacturers (Alliance) and NAPA AutoCare Centers. Advance will be providing the first 50 registrants with a free Kindle Fire. The event’s final day features an optional tour of the Henry Ford Museum. The museum offers attendees the ability to store their luggage until they leave for the airport. Uber drivers and commercial cabs will be available to transport passengers to the airport. Register at www.ASA-CARS.com. The Automotive Service Association is the largest not-for-profit trade association of its kind dedicated to and governed by independent automotive service and repair professionals. ASA serves an international membership base that includes numerous affiliate, state and chapter groups from both the mechanical and collision repair segments of the automotive service industry. For more information, visit www .ASAshop.org.
Returning OTC Graduates Provide Real-World Mechanic Experience by Steve R. Koehler, Ozarks Technical Community College
OTC (Ozarks Technical College) graduates Tyler Cotham and Cory Malicoat believe education is the only way to keep pace with the constant changes in the automotive industry, where technology is as vital to a car or truck as spark plugs and tires.
OTC graduate Tyler Cotham
Each one graduated from OTC’s automotive programs in Springfield, MO. After gaining years in the professional motor vehicle field, both have returned to OTC this year as teachers to pass along their knowledge to students who will be the next generation of mechanics and collision repair technicians.
“I just like to give back to the stu- when he came to OTC. dents,” Malicoat said. “I want to give “Using A+ was a no-brainer. I wasthem that real world experience every n’t going to waste that free money,” he day.” said. Cotham, who graduated from ReMalicoat, who comes from a fampublic High School, said almost all au- ily of mechanics, graduated from OTC tomotive work involves some sort of in 2010 with his automotive collision electronics work. repair degree and went to “It’s more complicated work for Thompson Cadillac than in earlier years,” said for a number of years before Cotham. “A student needs a moving to Reliable Chevrogood understanding of eleclet about a year ago. tronics, math, theory. You need When he was given an a lot of education to go on and opportunity to teach at OTC, successfully repair cars.” Malicoat took it. He knew The Auto Collision Rethere were a lot of students pair Technology and Auto- OTC graduate Cory who needed to learn about Malicoat motive Technology programs all aspects of automotive are two of 18 college technical educa- technology. tion programs offered at OTC, which “There are a lot of computers in is marking National Career and Tech- cars. There’s programming that needs nical Education Month in February. to be done from cruise control to park“Technical education offers stu- ing assistance. There are a lot of finesse dents the necessary training to advance things. Just changing a windshield, if it toward good jobs and stable incomes,” contains various detectors, can be comsaid Matt Hudson, director of techni- plicated to replace,” he said. cal education at OTC. Cotham was a dual credit student “There is a dramatic need for pro- at OTC, which helped him earn colviding well-trained students, and at lege credits while attending Republic OTC, we can fill those jobs with our High School. He was also an A+ stugraduates.” dent, which pays for community colMalicoat, also a Republic gradu- lege tuition for two years. ate, put his A+ scholarship to work “A+ was a tremendous help fi-
nancially and I was able to use my degree to earn a living. I really liked working on cars and I got to work at Reliable Chevrolet for three years after graduating,” he said. Cotham graduated from OTC in May 2013 with an Associate of Applied Science in Automotive Technology and an Associate of Arts in Teaching. He then transferred to Drury University and completed his Bachelor of Science in Education in May 2015. Last year, Cotham started teaching at Bolivar High School, where he is developing the school’s automotive program. He also started teaching automotive electronics at OTC last semester. “OTC has a top-notch facility. The equipment they have to work with is outstanding. Everyone has put a lot of effort into making technical education a first-class operation,” Cotham said.
We hank the Springfield News-Leader for reprint permission.
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 9
No Journey is too Long When it Comes to Education been acquaintances for a long time. They met because Silvester used to How far would you commute for an frequent a restaurant owned by Mueducation? By the time the current sick in Imperial, however, it wasn’t school year is over, Kent Silvester, until last summer that they really bonded over cars. Silvester had been taking night classes through the college since January of 2016 in an attempt to restore a 1970 Chevelle super sport 454 that had been sitting in his Quonset for 25 years. “I thought I could fix it up pretty quickly, but the more I got into it, the more damage I found,” said Silvester. “The Kent Silvester discusses tactics with LeRoy Musick at Mid-Plains Community College in NE. The men drive from front fenders and rear quarter Imperial five days a week to take auto body classes in panels were bad, the wheel North Platte wells were rusted and the in66, and LeRoy Musick, 76, will have terior had been destroyed by mice and driven approximately 16,000 miles. raccoons.” The Imperial men are learning Realizing the project would take about classic car restoration at Mid- more work than he originally anticiPlains Community College in North pated, Silvester decided to enroll in Platte, NE. The route they take to get the Auto Body Technology program there is 100 miles—one way. full-time in the fall. He then went on “It’s about an hour and 35 minutes the hunt for someone to travel with, unless we have to stop for a train or slow both for the company and to split the down for deer,” said Musick. “Because we’re on Mountain Time and the college is on Central Time, we have to leave Imperial around 5 a.m.” They make the drive five days a week, often stopping along the way to pick up donuts for the rest of the class. Despite being time-consuming, the journey is one they always look forward to. “The Auto Body program is a lot cost of gas. of fun, which is what we’re taking it Silvester knew Musick liked clasfor,” said Silvester. “It’s common to sic cars because he had seen him at car reach a crossroads after retirement, shows. He also knew Musick had a and start to wonder, ‘Do I buy a new vehicle he was trying to fix up: a 1941 recliner, or do I get out and do some- Mercury Convertible, purchased in thing?’ This program has really pieces out of Missouri. helped me keep active.” “When Kent told me about the It’s also put him in touch with a program at MPCC, I jumped at the lot of new friends with similar interchance,” said Musick. “I had a heated ests, such as Musick. The two had shop with sandblasters, polishers and welders, but no paint booth. I also didn’t have any help, and my knees aren’t the best. At the college, if I need to push the car around, someone is there to assist me. It would take me several days to line up that kind of help at home.” For Silvester, the biggest benefit to being in the program has been receiving advice from by Mid-Plains Community College
10 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
experienced instructors. “They bring up ideas I never would have thought of,” said Silvester. “They let me make the decisions, but when they offer a suggestion, it’s usually for the betterment of the car. I actually feel like I’m making progress now. At home, I just felt like I was spinning my wheels.” Observing the projects of others has been inspirational for the men as well. The program includes a good mix of both traditional students right out of high school and non-trads such as Silvester and Musick. “All of us have different types of
vehicles, so we get to see every kind of hot rod you can imagine,” said Silvester. “It’s especially fun watching the kids get excited as their projects come together. That energy keeps us old guys going. It’s motivational.” The excitement is also relatable. “If you have the opportunity to get into a program like this, it’s definitely worth it,” said Silvester. “If nothing else, for the feeling of self-accomplishment. When you
get to take a car that was once a shell, start it up and drive it out of the shop – nothing compares to that.”
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 11
ASA-MW St. Louis Chapter Hosts Automotive Career Panel
On April 11, the St. Louis Chapter of the Automotive Service Association will be hosting a networking and panel discussion event at Forest Park Community College to introduce students seeking a career in the automotive service industry to local independent shop owners and managers. This is a great opportunity for local shop owners and managers to make a connection with future technicians that could potentially become employees and discuss the skills employers look for in their hiring process. The panel discussion will give shop owners a chance to talk about their experiences in the industry and answer questions from students entering the field. These students represent the new generation of automotive service professionals. It is important for current professionals to mentor and guide them in order to strengthen and secure the future of the industry. To register, call ASA-Midwest at (816) 781-5801, email heather@ asa-midwest.org, or visit www.tinyurl .com/ignitestlouis2017.
WACTAL Announces Agenda for 2017 Conference by Chasidy Rae Sisk
The Wisconsin Auto Collision Technicians Association Ltd. (WACTAL) will hold its 2017 Conference, “How to THRIVE – Not Just Survive, on April 28 and 29. Friday’s seminars and I-CAR class will be held at the Hilton Garden Inn in Oshkosh, WI, with Friday night’s reception and Saturday’s classes taking place at the nearby EAA AirVenture Museum. Following registration on Friday, Mike Anderson of Collision Advice will present “Positioning Yourself in the Collision Repair Industry and Negotiation Best Practices” from 1-5 PM. His discussion will address how to attract and increase sales in today’s competitive market as well as the evolving role of OEMs in the collision repair industry. He will also briefly cover the Who Pays for What Surveys and how to negotiate and get paid. During Friday night’s reception at the EAA AirVenture Museum from 5:30-11PM, attendees will have the opportunity to network and to view the nearly 100 aircrafts on display at the museum as well as 30 pieces of rare WWII Nose Art currently on loan to the museum. Attendees can also
AASP-MN Annual Meeting & Leadership Conference is April 13th
The Alliance of Automotive Service Providers of Minnesota (AASP-MN) has announced that its Annual Meeting and Leadership Conference will be held April 13, 2017, at the Doubletree by Hilton Bloomington-Minneapolis South, 7800 Normandale Blvd., Bloomington. This year’s event, with a theme to “Unleash Your Leadership Superpowers,” offers a line-up of seminars that are specifically geared for mechanical and collision repair shop owners and managers and are presented by some of the industry’s top trainers. In addition to the robust agenda of educational programming, there will be ample opportunity for attendees to network and socialize with their peers and industry vendors as they showcase new products and services during happy hour.
The schedule of events is as follows: 8:00 – 9:30 am Opening General Session: Nice Bike – Making Meaningful Connections, Mark Scharenbroich, Scharenbroich & Associates
9:45 – 11:30 am Roundtable Discussions (three 30-minute sessions),
led by AASP-MN member experts
11:30 am – 1:30 pm AASP-MN Membership Meeting &Keynote Address: “The 3 Cs: Choice, Chance, Change, Mike Anderson, Collision Advice
2:00 – 4:00 pm Positioning Yourself in the Collision Repair Industry, Mike Anderson, Collision Advice & Raymond Chew, CCC Information Services
2:00 – 4:00 pm Maintenance Profit Master, Jeremy O’Neal, Advisorfix
2:00 – 4:00 pm Lead! Create! How to Adapt Your Business & Thrive, Josh Dye, Convene, LLC
4:00 – 6:00 pm Social Hour & Vendor Showcase 6:30 – 8:30 pm Group Outing at Pinstripes
For registration information, visit the AASP-MN website at www.aaspmn .org or contact the AASP-MN office at (612) 623-1110.
12 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
enjoy the Max Flight Simulator with availability being sponsored by Body Shop Supply Co. On Saturday morning, the conference moves to the EAA for a WACTAL membership meeting and buffet breakfast beginning at 8AM where association members must RSVP to learn about new member benefits, WACTAL’s legislative agenda and future association goals. At 9AM, Bob Keith of Assured Performance will present “The Value of Being an OEM Collision Care Provider,” a discussion on what various OEM certification programs offer participants and what shops need to do to see a return on their investment. Lastly, General Motors’ Jerry Temple will take the stage at 10:45AM with “SRS & Safety Systems Keep Their Ride Safe Inside.” This clinic covers the operation and diagnostic procedures of current Supplemental Restraint Systems (SRS) and why they are needed. Temple will share safety procedures and service tips as well as discussing special tools. Event sponsors include Auto Data Labels, Body Shop Supply Co., FinishMaster and PPG. Those interested in attending WACTAL’s 2017 Conference can download a registra-
tion form from www.wactal.com. The cost for the entire conference is $100 for WACTAL members and $130 for non-members. During the conference, I-CAR will offer four four-hour courses: VT117L01, SPS10, ALT03 and WCS04. To attend these courses, registration is required at www.i-car.com. Vehicle Technology Trends and Diagnostic Overview (VT117L01) will take place at 1PM on Friday. Two sessions will be available on Saturday morning, beginning at 8AM: Alternative Fuel Vehicle Damage Analysis and Safety (ALT03) and Replacement of Steel Unitized Structures (SPS10). The final course offered, beginning at 12:30PM on Saturday, will be Squeeze Type Resistance Spot Welding (WCS04).
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www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 13
Continued from Cover
Detroit Murder
fled the scene in a white Chevy Impala, driven by a third suspect. The first suspect is described as a black male, heavyset, 50-years-old and 5’10” to 6’ tall, wearing all black clothing and a black baseball cap with green lettering. The second suspect is described as a black male, 50-years-old, wearing all black clothing. No description was provided of the third suspect. Anyone who can identify the suspects, has seen the vehicle or who has any other information is asked to contact police at 313-596-1616 or Crime Stoppers at 1-800-SPEAK-UP.
Your leading source for MIDWESTERN Collision Repair News! midwestern.autobodynews.com
Owner Eyeing Former Auto Shop on Rt. 30 in Plainfield, IL by Marney Simon, Bugle Newspapers
A vacant auto shop along Route 30 in Plainfield may see new occupants soon, depending on how a parking situation can be worked out among local businesses and the village. Richard Ramirez, owner of R.R. Tire and Auto Repair, is looking to open shop at an empty site at 15924 S. Lincoln Highway. While the vacant business was previously an auto body shop, village code requires a special use permit for anyone looking to open a new auto body and repair service. The plans for the site were presented at the February 7 meeting of the Plainfield Plan Commission. The business would occupy an existing 1,500 square-foot building. “There may be some impacts to surrounding properties, primarily in the form of noise generated,” said associate planner Andrew Bogda. “However, staff finds that the noise generated will be mitigated by the storage unit on the property absorbing much of the noise before it reaches the surrounding residential homes.” Bodga said existing landscaping would also absorb some of the noise produced by the new shop. However, there were some ques-
14 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
tions about parking at the site. Members of the planning commission said there seem to be some conflicts with shared parking, which could create a jam of cars on weekends.
This vacant auto shop on Route 30/Lincoln Highway may soon be open for business again, if tenants at the commercial site can work out some parking issues. Credit: Marney Simon | Enterprise Staff
Robert Breeding, a representative of the neighboring True Deliverance Apostolic Ministries, said that Sunday hours at the proposed auto shop could be problematic during church services. “That would interfere with everything,” Breeding said. “We’ve been there for four years.” Breeding said that attendees at the church are already crunched for parking, with several other businesses already operational in the tight space.
Those other businesses, plus widening of the roadway, has forced the church to utilize parking in the rear of the property, behind the buildings on site. Ramirez said he would be ready to work with the property owner and adjoining occupants to come up with a workable solution on the parking situation. “I know parking there is a little tight, I have a good relationship with the building owner, I’ve known him for quite some time,” Ramirez told the commissioners. “So, what I would ask from him is to come out and work with us or help us out in drawing the parking space lines… I’m willing to work to make everyone’s businesses as successful as possible.” Commissioners said they’d like to see a little more information before moving the approval of the special use permit to the full village board. “With this additional information, I don’t feel comfortable voting on this until we have some more data,” Commissioner Andrew Heinen said. The item was tabled until the next meeting of the commission. We thank Bugle Newspapers for reprint permission.
Continued from Cover
Labor Rate Survey
current VRS footprint from the South Central states up through the Midwest. Now they too can have the market data and online tools they need to help get paid what they are worth and get paid for more of the work they do.” To see the innovative Variable Rate System for themselves, any collision repair owner or general manager may request a free, no-obligation demo of the VRS, to see firsthand how the system can help them charge and collect sufficiently profitable labor rates and get paid for more necessary but not-included procedures. Kansas and Missouri become the 18th and 19th states to launch the VRS Labor Rate Survey, joining other states currently running the VRS Survey including Arkansas, Arizona, California, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, New Jersey, New Mexico, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas, and Utah. For more information, visit www .NationalAutoBodyResearch.com.
Kentucky Association Announces August AutoVision Conference by Stacey Phillips
Speakers, panel discussions and the “Spark” Conference will all be part of AutoVision, the Kentucky Automotive Industry Association’s (KAIA) annual automotive summit. It will take place this year on Monday, August 7 and Tuesday, August 8 at the Marriott Griffin Gate Resort in Lexington, Kentucky. Over 200 attendees from the automotive manufacturing plier development event designed to sector in Kentucky and the southeast “spark” business relationships beregion are expected to attend the an- tween automotive goods and services nual event. providers with the state’s large OEMs “AutoVision is a very forward- and Tier One suppliers. Participants looking event,” said Dave Tatman, will have the opportunity to schedule executive director of KAIA. “Subject numerous 15-minute introductory matter experts will share meetings with purchasing their views on the automorepresentatives from those tive landscape and give us firms to discuss their coman idea as to what they see pany and exchange busito be key innovation trends ness cards for later follow and product developments up. going forward.” There will KAIA was formed a coualso be seminars on emergple of years ago to better ing manufacturing technolorepresent the interests of the KAIA Executive gies. automotive manufacturing Director Dave One of the new feasector in the state, and to Tatman tures that will be included serve as a common voice on as part of AutoVision this year is the topics of importance for the success of annual SPARK Conference, previ- these businesses. Tatman said the obously held in May. SPARK is a sup- jectives are four-fold: branding, advo-
cacy, leadership and workforce development. “KAIA continues to be very busy in representing the interests of Kentucky’s automotive manufacturing industry in the many venues throughout our state, including workforce development initiatives, awareness seminars, and even in the halls of our state capitol in Frankfort, working on legislation to keep our state competitive in this highly-competitive world,” said Tatman. More information about KAIA can be found online: kyautoindustry.com. Registration information and a full agenda for AutoVision will be posted on the website soon.
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www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 17
18 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
Automotive Refinish Coatings Market Analysis, Segments, Growth and Value Chain 2015–2025 by Abhishek Budholiya
Automotive vehicles require timely maintenance and repairing to enhance the appearance and durability of vehicle by protecting them from external factors such as extreme temperature and UV radiation. Automotive refinishing coatings are frequently used in automotive aftermarket by end-users like body shops and repair centers. For durability, speed and perfect matching color the service providers use advanced technology such as spray guns to apply primer and color coats of paints. Refinishing coatings are also applied to components and the body of vehicles to protect from deterioration caused by foreign particles such as stone and other debris. An increasing demand for refinishing of vehicles across the globe has led to significant improvements in the automotive refinish coatings market such as development of advanced coating material which are eco-friendly and low-solvent content. These products also provide good blend of ease of use, speed, durability
and color match. Some of the underlying growth factors in global automotive refinish coatings market is consistent increase in number of vehicles in operation worldwide. Increase in miles driven, road accidents, and demand for recreational vehicles are the major drivers responsible for the growth of the global automotive refinish coatings market. However, volatility of raw material prices and enhanced road safety parameters are some of the major challenges in the global automotive refinish coatings market. The global automotive refinish coatings market is geographically segmented into seven key regions which are, North America, Latin America, Eastern Europe, Western Europe, AsiaPacific, Japan and Middle East and Africa. Asia-Pacific is a leading automotive refinish coatings market in terms of revenue due to rising vehicles in operation and increasing sales of pre-owned cars. However the growth in North America, Eastern Europe and Western Europe is expected to remain stagnant for the forecast period.
Growth in the automotive refinish coatings market is relatively high in BRIC nations when compared with matured economies due to developing automotive aftermarket in these countries. This rapid growth in the market is fuelled by multiple macro-economic factors such as rising number of cab services, increasing car customization and rising capacity of collision repair and vehicle body shops. In addition, it is expected that in the next 30 years the total number of passenger cars in developing countries would reach around 3.5 to 4 billion. On the basis of product type, the global automotive refinish coatings market is further segmented into two sub-segments which are solvent-borne Coatings and waterborne Coatings. Solvent-borne coatings dominate the global automotive refinish coatings market, while for the forecast period, the growth rate of water-borne coating type is estimated to be high. In Europe and North America, automotive refinish coatings market adoption of waterborne coating material segment is
increasing rapidly due to government regulations to reduce volatile organic compounds (VOC) level, which is generally high in solventborne coatings. Some of the examples of market participants in global automotive refinish coatings market are DuPont Performance Coating, BASF SE, Kansai Paint Co. Ltd, Akzo Nobel N.V, KCC Corp, Noroo Paint Coatings Co. Ltd., PPG Industries Inc., and Matrix System Automotive Finishes. In future, the global automotive refinish market is expected to grow significantly in terms of volume and value. This growth will give rise to new product development with enhanced properties like quick-drying, cost-efficient and high-performance coatings.
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Washington County Auto Shops Swamped After I-41 Pileup by Brandon Rook, WTMJ
The snowstorm on March 14 contributed to many accidents on the roads in Washington County, WI, leaving the county busy, particularly after a pileup on I-41 involving 60 cars.
The Washington County Sheriff’s Office responded to 300 traffic incidents that day. And the snow events are putting pressure on local auto body shops. Melanie Patenaude, a manager at D&M Auto Body in Slinger, said they received quite a few cars from March 14th’s madness. “For now, they’re just kind of sitting; when it started snowing, it was like dead quiet for a whole half of the day and as soon as it started calming down a little, that’s when the phone started ringing and people started showing up with their cars,”
Patenaude said. And drivers are currently waiting to figure out if their cars are drivable or junk. “Sometimes it goes pretty quick and sometimes it can take a little time,” she said. But it all depends on when insurance companies figure everything out. “It takes at least two to three days just to get all the insurance information figured out, and from there, we figure out if they’re going to be repairable or not,” Patenaude said. They’re expecting at least eight cars so far. Patenaude said things like this take time; even though there have between five to 10 cars from Monday’s accidents, they could possibly receive many more over the next few weeks. “I’m sure it’s just going to grow and grow as the days go by. Most of the stuff we’ve been seeing so far isn’t too bad. So it can be fixed but that’s what we want to do is fix them,” she said. Part of I-41’s southbound lanes were closed the night following the snowstorm in order to remove four tractor trailers from ditches. We thank WTMJ for reprint permission.
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 19
Porsche and Nissan Issue Recalls over Windshield and Airbag Issue
by Stephen Niedzwieck, glassBYTES
The National Highway Traffic Safety Association has issued two recall reports on defects on windshield bonding reported by Porsche and Nissan. On March 2, 2017 Porsche issued a recall on 21 of its 2017 models. According to the recall, windshields were improperly bonded to the vehicle frame and this may cause the windshield to detach in the event of collision. “An incorrect composition of the windshield adhesive could lead to a loss of the adhesion properties of the adhesive layer between windshield and the vehicle’s windshield frame,” according to the
report. The recall includes certain 2017 convertible models: 911 Carrera Cabriolet, 911 Carrera 4 Cabriolet, 911 Carrera 4S Cabriolet, 911 Carrera S Cabriolet, 911 Targa S, 911 Targa. 4S, 911 Turbo Cabriolet, 718 Boxter and 718 Boxter S vehicles. According to the recall, only convertible models are affected by the defect. “During manufacturing, the windshield may not have been properly bonded to the vehicle, allowing it to detach in a crash. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard (FMVSS) number 212, ‘Windshield
Mounting,’” the recall states. Porsche will contact owners to inform them if their vehicle is affected, and dealers will rebond the windshield free of charge. Porsche has yet to release a notification schedule. Additionally, Nissan issued a recall on March 2, 2017 of 54,751 certain 2012 Nissan Versa vehicles due to a defect of side impact sensors. According to the recall, seat mounted airbags may deploy unexpectedly if the door is slammed. Nisan stated that degradation of the side impact sensor connector pins is the cause of the defect. “In the subject vehicles, dissimilar
metals were used in the side air bag sensor connector harness (gold ‘female’ connector and tin ‘male’ connector). In some of the affected vehicles this metal combination may lead to fretting and oxidation on the pins of the Satellite Sensor-to-Airbag Control Unit (ACU) harness connection. Fretting and oxidation on the connector pins increases the likelihood of a momentary communication loss from the satellite sensor to the ACU,” according to the recall. Nissan will contact owners within 60 days, dealers will install a new jumper harness kit on the main body harness and will replace the satellite sensor with a new one free of charge.
Nissan Issues Precautions For Repairing Bumpers with Blind Spot Warning Installed
Nissan North America, Inc. (Nissan) continues to be very concerned with the proper repair of our vehicles after a collision situation, especially as it pertains to safety related systems. With this in mind, Nissan would like to address a very important component of our Safety Shield Technologies, called Blind Spot Warning (BSW), and one of the specific repair considerations that relates to this system. BSW was introduced to some Nissan vehicles as early as 2011. On vehi-
cles equipped with this technology, the side radars, which are responsible for triggering the BSW, sit behind the rear bumper cover at both corners. For this reason, in a rear end collision scenario, Nissan DOES NOT support an repair, body filler application, or paint work on the rear bumper cover in the general area of the side radars. Nissan’s service manuals clearly state: “Do not attach a sticker (including transparent material), install an accessory or paint work near
CARSTAR North American Operations Team Holds First-Ever Operations Retreat in St. Louis
According to CARSTAR, driving continued performance improvements across North America’s largest MSO network requires strategic planning, constant communication and dedication to the details by corporate team members and franchisees alike. To drive that through the organization and continue to build ONE brand as CARSTAR North America, CARSTAR recently held the inaugural CARSTAR North America Operations Retreat at Hunter Engineering Headquarters in St. Louis on February 28 through March 2, 2017. The team collaborated and explored innovative ways to improve its Performance Based Agreements (PBA) initiatives as well as improve franchise performance and profitability through the CARSTAR EDGE Performance Platform, CARSTAR’s sequenced operational process creating Best In Class Locations that deliver an exceptional customer experience. In 2017, the team will continue to focus on improving the 3Cs: Closing Ratio, Cycle Time (LOR), and CSI through implementation of the CARSTAR EDGE Performance Platform. Mark Algie, Business Devel-
opment Manager, and Heather Green, Master Black Belt with 3M Automotive Aftermarket Division, delivered a powerhouse training session on Value Stream Mapping and Lean Process Solutions. The team also went onsite to two different CARSTAR locations for hands-on learning. “This continues our long-standing strategic partnership with CARSTAR, which launched in 1992, and our focus on helping CARSTAR driving their best-in-class performance in a highly competitive market place,” said Algie. “The CARSTAR North American Operations Team has a combined total of more than 500 years of tenure in the collision repair and insurance replacement industries,” stated Melissa Miller, VP Operations for CARSTAR North America. “Our culture, knowledge and commitment to our franchisees and insurance partners is the lifeblood of our team. With one team with the same goals focused on growth, performance and customer experience, we will further accelerate our position in the industry faster and better than anyone.” For more information, visit www .carstar.com
20 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
the side radar”. The damaged bumper cover should be instead replaced with a new bumper cover. In addition, since non-OEM bumper covers may vary in materials, build specifications, and fitment, and have not been tested by Nissan as far as compatibility with the BSW system, Nissan recommends replacing the bumper cover with a new Genuine Nissan bumper cover. Failure to adhere to these guide-
lines may cause the BSW system to not function properly, potentially causing serious safety concerns for our owners. Please reference service manual section “DAS” for additional detailed information. Nissan North America’s New Vehicle Limited Warranty, and Limited Warranty on replacement parts do not apply to any parts other than Genuine Nissan original equipment parts. Go to http://collision.nissanusa.com.
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 21
Shop Strategies with Stacey Phillips
Ten Ways to Find Top Talent for Your Shop Finding the right person to hire at your body shop can make a huge difference to the success of your business. With Baby Boomers retiring and a critical shortage of technicians, it is becoming more important than ever to fill the employment gap. According to the Collision Repair Education Foundation (CREF), more than 21,500 collision repair technicians leave the industry every year, a trend that has increased steadily since 1995. “Even with 80,000 young people enrolled in collision repair classes, there will not be enough qualified graduates to meet growing labor demands,” said CREF. No longer can you just put a sign in your window looking for new hires and expect to find the perfect technician. However, there are ways to reach out to find a good match for your body shop. 10 ways to find top talent:
1) Partner with a technical school Trade schools across the country are working hard to prepare the next generation of workers. By building a relationship with one in your area, you’ll have the opportunity to meet potential new hires and showcase your body shop. Javier Valencia, the campus admissions representative from the Universal Technical Institute, said that technical schools offer students the opportunity to gain specific knowledge that will help them learn what it takes to work in a variety of jobs in the industry.
2) Offer a job shadowing program or internship Inviting less experienced technicians into your shop and offering them hands-on training often leads to those same individuals becoming full-time employees. Many schools offer intern-
ship programs for students and will help place qualified workers in your place of business.
3) Advertise on your own website Set up a dedicated section on your company website to include new jobs. It only takes a few minutes to update the information and also showcases your company’s culture so potential workers will learn about what your business stands for.
4) Look for career websites There are a variety of career websites to choose from such as CareerBuilder .com, Monster.com and Indeed.com. By listing your job opportunity on one or more of them, it will help you reach a wider audience.
5) Post on social media Social media platforms such as Facebook, Twitter and LinkedIn are great ways to advertise you are looking for employees. The next generation of workers are more than likely very comfortable on these mediums and use them frequently.
6) Offer perks A good wage is no longer enough to attract and retain employees. The next generation of workers is looking for companies that are open to flexible hours, make a difference in their communities and have open communication. They also want to learn and grow. Make sure to provide medical and dental benefits as well as the opportunity for advancement, which is very appealing to Millennials.
7) Attend career fairs Career fairs give companies a great opportunity to meet students who are looking for employment. “These types of events connect students with those looking to hire them,” said Brandon
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Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.
Eckenrode, the director of development for CREF.
8) Pay well and offer additional training Provide your employees with attractive compensation and make sure they stay current with training. By investing in their future, you will have a better chance to gain a long-term employee. Incentives such as a tool allowance and tuition reimbursement are also appealing to potential employees.
9) Get creative In addition to the typical ways of finding new hires, it may be advantageous to think outside of the box. Consider reaching out to the military or even correctional facilities. Many have workplace development programs in collision repair.
10) Be passionate
Develop a culture of trust. Demonstrate that you care about your employees and want to create a team atmosphere where everyone is respected and appreciated. CREF is gathering student information as part of the organization’s National Student Resume Database. High school and college collision repair students looking for full-time, part-time or internship work are invited to provide their contact information to CREF at the end of the spring school semester. The database will be then be distributed to industry supporters. For information, email Brandon .Eckonrode@ed-foundation.org. The industry is currently looking for new ways to hire workers. If you have additional recommendations on how to find top talent, we encourage you to email us. By working together as an industry, it will help the collision repair industry grow and prosper in the future.
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www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 23
Co-Defendants Plead Guilty in CA Insurance “Scratch Out” Fraud Scheme Monterey County District Attorney Dean D. Flippo recently announced that on February 22, defendant Antonio Arias, age 47, of Salinas, pled guilty to a felony charge of auto insurance fraud and defendant Martin Lopez, age 49, of Salinas pled guilty to a felony charge of auto insurance fraud and a misdemeanor violation of worker’s compensation insurance fraud. Sentencing will take place on March 22, 2017 before Judge Andrew Liu. In 2015, investigators from MADCAT (the Multi Agency Detail Commercial Auto Theft), the District Attorney’s Office and NICB (the National Insurance Crime Bureau) discovered two auto body facilities in Salinas involved in a “scratch out” fraud scheme in which a fully insured vehicle is fraudulently vandalized by the vehicle owner or an associate of the body shop with the owner’s consent. Thereafter, an insurance claim is filed which is typically inflated and often seeks thousands of dollars to repair the fraudulent damage. When the insurance company pays the claim, the money is shared between the shop owner, the vehicle owner, and any other participants in the scheme. One such facility was West Market Auto
Body, operated by Martin Lopez. In mid-2015, a joint operation was undertaken wherein an undercover investigator contacted Arias and inquired about the possibility of setting up a “scratch out” scheme. Arias worked at West Market as a car painter who agreed to participate in the scheme. Arias then gave the investigator instructions on how to damage the vehicle to avoid any suspicions by the insurance company. He also gave the investigator instructions on what to say to the insurance adjustors in order to convince them the damage was legitimate. The investigator—using an undercover vehicle—followed Arias’ directions and returned the now damaged-vehicle to him for repair. After a claim was submitted, a check for $4888.11 was issued to West Market. In late 2015, Lopez, the owner of the auto body shop, agreed to host a separate scratch out scheme and a second undercover car was delivered to West Market. Lopez also gave specific instructions to undercover agents on how to vandalize the car for insurance money. A fictitious estimate was submitted by Lopez to the insurance company for payment and Lopez received $5,006.18. Upon inspection of
the body shop, investigators found that the shop was not in compliance with worker’s compensation insurance laws. Auto insurance fraud is not uncommon in Monterey County and is a serious problem nationwide resulting in billions of dollars lost every year. As a result, insurance rates are increased to cover those costs. The District Attorney’s Office-Auto Insurance Fraud Unit works in conjunction with the Monterey County Sheriff’s Department MADCAT in investigating auto body shops throughout the County. Members of the public having information about possible insurance fraud are encouraged to report what they know to MCSO Detective Ken Owen at 831-755-7279, CHP Detective Chuck Rodriguez at 831-755-3818, DA Investigator Maribel Torres-Hart at 831-883-7588 or District Attorney’s Office Fraud Hotline at 831-755-3224. This case was investigated by Detective Arras Wilson, MSCO, Detective Chris Browning, CHP, and Investigator Maribel Torres-Hart, District Attorney. John Pearce of the National Insurance Crime Bureau assisted in the investigation by providing the vehicles used in the undercover operation.
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SEMA invites industry professionals to attend its Town Hall Meeting in Chicago, where members and prospective members will gather at Heidts Automotive Group on Tuesday, May 9 from 6:00 p.m.–9:00 p.m. for an evening of networking with local industry leaders and the SEMA team. SEMA’s Town Hall Meetings provide both members and prospective members with the opportunity to learn about the association’s current programs and objectives while networking with automotive aftermarket professionals from the same geographic region. These personal interactions give members a chance to share the business challenges and opportunities they face. As SEMA staff interacts with attendees, they also gain valuable feedback, which helps identify how current benefits can enhance member business operations to better meet their needs. For more information on the 2017 Town Hall Series, or to register, visit SEMA’s Town Hall Meetings website at www.sema.org/ townhall or contact Kristen Fregoso at 909-978-6681 or kristenf@sema .org.
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Automechanika
current automotive students will be able to enhance their classroom learning by attending the show. “The 2015 training event received tremendous reviews from our attendees and we knew it would be a challenge to improve on it,” said Pete Meier, director of training for the UBM Automotive Group. “Today’s technicians and shop owners want to know how to find the problems they are faced with effectively and how to repair them the first time around. They want to learn the latest technology and keep as much of the work as they can in-house while engaging in a highly competitive industry. The
lineup of independent education and premiere corporate training programs that NACE Automechanika Chicago has assembled for this July’s event is beyond that of any training program to date. This is the ‘must attend’ event for every student tech, working tech, shop owner, and educator in the industry.” A number of diagnostic courses will be taught, focusing on drivability concerns and electrical issues. These courses aim to improve technicians’ abilities to use the proper tools to find and resolve issues with vehicles, not solely the symptoms a problem presents. Additionally, detailed looks at specific underhood systems, undercar best practices and strategies for brake, transmission and emissions service as well as managerial courses on leader-
ship, shop management and revenue streams will be presented. Hybrid and alternative fuel vehicles will be discussed in a variety of courses, while collision repair professionals can learn about vehicle scanning, estimating, bonding practices and more. “The training designed for auto body repair specialists is in line with the needs of today’s collision repair shops,” said Dan Risley, ASA president and executive director. “For example, pre- and post-repair scanning is a big discussion point in the industry right now, and we are pleased to offer specific courses instructing professionals on what they need to know and how to perform vehicle scans. And that’s just one example. Repair and management courses are designed specifically
for these shops and their employees with real-world examples and lessons that they can implement immediately upon returning to their shops.” What’s more, all mechanical-related training, both technical and management-based, is offered for no cost to attendees when they register with a code from one of NACE Automechanika Chicago’s many sponsors which include Automotive Training Institute, ATSG, CARQUEST Technical Institute, Federal-Mogul Motorparts, Mitchell 1 and the National Alternative Fuels Training Consortium. Attendees who complete courses throughout the training event will receive certificates for continuing education credits and business training requirements. This offer is open to professionals employed by a repair or auto body shop, educators and students. Friday, July 28th, is designated as a unique training day for students. The 28th features automotive training programs, show floor programs and networking opportunities enabling students to learn more about their industry. Additionally, the Business Outlook Conference offers information, insight and awareness of the economy, legislation, technology and their impact on the automotive industry and market. Scheduled for two half-day sessions, the conference offers a great opportunity for distributors to bolster their attendance at NACE Automechanika Chicago, showing dedication to their customers and beyond. Other co-located events round out the slate of educational, interactive and enlightening offerings at NACE Automechanika Chicago. The annual MSO Symposium will take place July 26th at the Hyatt Regency McCormick Place, while the Advanced Technology & Diagnostic Repair Forum again will be offered. I-CAR training classes also will be part of the agenda for collision repair professionals to attend. You can view a full list of training sessions, register for courses and receive a free expo pass at www .NACEAutomechanika.com. Additional courses and educational opportunities will be added to the July event in weeks leading up to the show. NACE Automechanika attendees also will be able to experience the latest technology, test equipment and discover advanced applications with live, interactive demonstrations. For the 2017 event, the show calendar has been adjusted to offer flexible scheduling between training sessions, expo and conference hours.
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 25
Shop Strategies
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.
South Dakota Shop Owner Operates His Dream Body Shop with Stacey Phillips
When Warren Storm built his dream body shop in South Dakota in 2009, he bought a canopy from a Casey’s gas station that had closed. When the body shop was constructed and the concrete was poured, a house moving company picked up the canopy and moved it to the front of the building. Storm recalls people nearby asking, “Why is that fool putting that big canopy in front of that nice new building? Is he going to sell gas too? No, he isn’t selling gas but he is writing estimates in the shade when it is 95 degrees outside.”
That was back in 2009 and Storm said over the past eight years, Precision Auto Body Design has built a successful business. Autobody News talked to Storm, the owner of the body shop, about some of the unique features at the facility.
did you get involved in Q: theHowcollision repair industry? I started working with cars 57 A: years ago, when I was 12 years old. I spent a lot of time at the Stude-
baker garage next to my dad’s black smith shop in Milbank, South Dakota. They had a one-stall body department in the back and it was a learning experience. I remember my first project well—a 1937 Chevy Coupe. Unfortunately, my dad sold the car before I completed it. The body man gave me my first set of porta walls—you know the white rubber ring that goes on top of a black wall tire. Actually, you probably don’t know. Anyway, you usually developed a slow leak in your tires but that was okay. I also got a set of three bar spinner hubcaps for my ‘54 Plymouth two-door sedan. They were used but really cool for a 14-year-old kid. I know where the car went but I don’t know what happened to the hub
caps except for one. It’s here in my office but hasn’t found its way to a wall. Maybe that is because there aren’t any walls left. After high school, I moved to Huron to go to college and never left the area. While working for Farm Bureau Insurance, I had a repair shop at my home where I repaired cars during the evenings and weekends. Later, I went to work for a GM dealership.
shop as a business. Because we live in a community of 11,000 people, we use the other side of the reader board to promote activities that are going on in the community. One day a customer
chased from Shop-Pro Equipment. The frame rack was moved to the new location, and the paint booth was sold. Two new Global Finishing Solutions’ downdraft paint booths were purchased from Lowell Zitzloff of PBE Specialties; one is a 30 foot Ultra ATP and the other is a 27 foot Ultra Plus 1. The mix room between the paint booths includes a vestibule that connects everything together. We also purchased a Mattei Rotary Compressor and Dryer from PBE Specialties.
When did you open Precision Q: Auto Body Design? How have you used your busiIn 2003, I opened Precision Q: ness sign to help promote your A: Auto Body Design, Inc. We business? started out in a small 50 foot x 100 When you decide on a name foot rented building with one techniA: for your business, it is also neccian. Because the building was rented, we started out with a 25-foot down- essary to design a sign to promote it.
draft bake booth with a basement. We did not want to put a pit in the floor and did not want to have to repair it later. We bought a new Chisum Signature Plus Five-Tower Frame machine and all of the tool boards that go with it. I have never met Lavel Chisum, but knew that I wanted to have a frame machine that he had designed. If I ever have the opportunity to meet him, I’m sure that I will recognize the hat. Even though the space was tight, we hired two additional technicians. We got a lot of work done in the six years that we were there.
After outgrowing that location, Q: you built a much larger shop. Can you tell us what it included?
A:
After outgrowing that building, I designed a new 15,625-squarefoot building that we moved into April 2009. I designed this building in my
came in and looked at the shop and the showroom and commented, “It looks like the name of the business tells me the kind of work that will be done on my vehicle.” A longtime friend of mine—who has passed away—painted signs and did some crazy things with neon. He once told me that in business having no sign is a sign of no business and a
We feel the sign that we have has done an excellent job. It includes two reader boards. One side of the reader board is used to promote what we do in the
See Dream Body Shop, Page 40
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Historical Snapshot with John Yoswick
—John Yoswick is a freelance writer based in Portland, Oregon, who has a body shop in the family and has been writing about the automotive industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com). Contact him by email at jyoswick@SpiritOne.com.
What Happened to the MSO that Pledged to Double In Size by Making the Insurer the Customer? What happened to the MSO that pledged to double in size by making the insurer the customer?
20 years ago in the collision repair industry (April 1997) Randy McPherson, the former president of ABRA and now president of Collision Auto Repair of America (CARA), said his organization grew into a $15 million company within 90 days of its formation last fall. He plans to double the size of the company by the end of this year, and continue growth both through acquisition of existing shops and development of new facilities. McPherson said his company will negotiate paint and equipment purchases direct from the manufacturers, and CARA company-owned stores will offer auto glass and paintless dent repair. He said that his company, like most of the consolidators, is focusing on insurers as their customer. “Now they have insureds that are part of the process – we're not taking them for granted – but we really need to embrace them (insurers) as our customer,” McPherson said. “That’s a major change for this industry.” – As reported in Autobody News. At its peak in the late 1990s, CARA had 26 locations in five states and $40 million in annual revenues. After losing $2 million in 1999, in mid-2000, it locked the doors on its remaining 13 shops – leaving customers’ cars inside and 150 employees without their final paychecks – and filed Chapter 7 bankruptcy. McPherson blamed the collapse on CARA’s rapid and far-flung growth. His goal, he readily admits, was to capitalize on the late-1990s Wall Street appetite for industry “rollups” or consolidators.
What happened when CIC ordered 3 used door assemblies to see what the vendors delivered?
15 years ago in the collision repair industry (April 2002) Participants at the Collision Industry Conference (CIC) in Nashville hovered around three Ford Taurus left front door assemblies, ordered and brought to the meeting by a Nashville
shop. Jeanne Silver, co-chair of the “The fact is, on Door C, the maCIC Parts and Airbags Committee, jority of the industry would quote that said the shop was asked to order the door to an insurance estimator as door from three used parts suppliers being a clean door, with the full that the shop regularly does business knowledge in their mind that when with, without revealing the parts were part of a CIC project. Two of the companies were “single-location” auto recyclers, while one was a multi-location national salvage parts supplier. The results? All three parts were the correct year, make and model, and had all of the trim, glass and options specified when ordered. (Hin- In 2002, a shop in Nashville brought to a CIC meeting ges were not specified when three used parts he ordered from three different vendors ordered; two of the doors to show how their condition compared to the description offered by the vendor came with hinges, but one did not.) they deliver that door to the repairer, To avoid anti-trust issues, the comthey’ll have to negotiate the repairs on mittee did not reveal repair times the it,” Lieberman said. “They know very parts suppliers used to describe the conwell that if they tell the insurance esdition of the part, but said only that timator or body shop estimator that Door A was described as having “light damage,” Door B was described as having “slight dings,” and that Door C “shows no damage.” How well the parts lived up to those descriptions was left to CIC participants to decide. “Clearly anyone who looked at Door C [and saw no damage] either needs to get their eyes checked or they got the wrong door,” Massachusetts shop owner Chuck Sulkala said. “Both the repairer who ordered the parts and I felt they were in different condition than as described,” Silver agreed. “If you look at Door C, I would venture to say that any repairer would return that door. Yet ‘shows no damage’ is the exact description [the seller provided].” The committee also checked to see if any of the doors had been refinished. Two of the doors had consistent paint mil thickness of 3.0; Door C, however, had mil thickness that varied from 4.5 to 5, leading the committee to suspect the door was a blended panel in a previous repair. CIC participant Herb Lieberman of Lakenor LKQ Auto Salvage in Santa Fe Springs, CA, said inaccurate descriptions of parts condition is all too common a problem in his industry.
28 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
they have a door that [needs] three hours worth of repair and may have been a repaint, that estimator is going to hang up the phone and call another recycler. The next recycler may not be as honorable, and he’s going to say, ‘Yes I have a perfect door.’ Then when the repairer orders the door, and when it arrives, the repairer has a surprise. That’s what happens in the real world.” – As reported in Hammer & Dolly.
Why Did Lou DiLisio say he was sick to his stomach?
10 years ago in the collision repair industry (April 2007) Former third-generation shop owner and Collision Industry Conference (CIC) chairman Lou DiLisio, now an industry consultant, kicked off the speeches during an “open mic” session at the beginning of the CIC meeting in Atlanta. See What Happened, Page 41
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 29
Lean Operations
How to Create Loyal Customers with David Luehr
What is going to differentiate your business from the masses? It may not be what you think. What most collision repair shops advertise as their “unique value proposition” of high quality repairs is no longer sufficient by itself. Even though many shops still need a lot of improvement when it comes to a high-quality finished product, from the customer’s perspective, quality, is table stakes just for you to be in the game. They expect it. To differentiate yourself as a shop, you must have good quality, but a loyal customer wants more! Loyal customers, that will refer friends and family to a shop, need to have a great experience, not just a good repair. Repairers often seem to forget that they are in the business of selling an emotion, not simply a repair job. America’s greatest body shops understand this and spend the time necessary to train the people in customer-facing positions on how to cre-
David Luehr is the owner of Elite Body Shop Solutions, LLC, a collision business consulting firm based in Nashville, Tennessee. He is a 30 year veteran of the collision repair industry. David is an expert in Body Shop Operations and specializes in Lean, and Theory of Constraints methods. Email him at dluehr@msn.com
ate this positive experience. If you are one of those shops putting a low-wage, unskilled person at the front desk to greet customers and answer the phone, you could be making a big mistake. If your estimators are not trained how to effectively create a positive experience for your customers, you could be making a big mistake. In fact, in my opinion, time spent training the front office staff with customer service skills could be one of the biggest opportunities a shop can take to differentiate themselves from the competition of our consolidating industry. With all the focus lately on training back-end operations, diagnostic scanning, cycle time, and so-on, customer service has been taking a back seat. Based on my own experience from shops I visit, I would say that customer service is actually getting worse as an industry! If you are reading this article and are thinking, “Well I have a CSI (Cus-
30 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
tomer Satisfaction Index) score of 95%, so I don’t see how this article applies to me,” you may have been lulled into a false sense of security. CSI scores do not measure a shop on all the factors that determine whether a customer will refer you, even if they say they will! Most shops think that good customer service means “gushing” over the customer and being annoyingly attentive. This is far from the truth. Think of the waiter at the restaurant that stands right behind you and fills your water glass every few minutes. This is not the experience I correlate with good customer service. There are several “emotional triggers” that must be activated to create a customer experience that will get them turned into a raving fan anxious to refer people to your shop. Importance Don’t most of us want to be treated
like we are important? I certainly do, and I prefer to shop at places that don’t make me feel like a number. You must take time to learn all you can about the customers’ needs, and what they find important in the repair experience and then deliver that experience to them. With all the recent emphasis in business that is placed on operational process, it is easy to forget to treat the customer like a real person. Don’t “process” customers! You must look at how your current practices contribute to customers feeling important. Do they have to fill out unnecessary lengthy forms, do employees call them by name, are they kept well informed throughout the repair process? Another way that importance plays a role in repeat and customer referrals is that customers also feel important when a friend or family member asks for a body shop referral. People instinctually want to help other people in
need and also feel good doing so. I think shops would be surprised how often this referral does not happen, because of a lack of integrity, confidence, and consistency.
Integrity, Confidence, and Consistency Integrity by its definition requires that a business delivers on its promises to the customer. Without activating the integrity trigger inside the customer, you will be hard-pressed to get any referrals from them. Business friends, coming to my town, often ask me for restaurant recommendations and there is one that I always recommend. I feel confident to always recommend this restaurant, because every time I go there, I have a pleasant, consistent experience, and the food is always good. If the staff tells me that it will take fifteen minutes to be seated, it is ALWAYS fifteen minutes and usually less before I am seated. Are there restaurants in town with better food? Sure, but the experience is not consistent with each visit, therefore they are not showing me integrity to a standard, and they do not always deliver on their promises. Think of how this example applies to a collision repair business, but with an average tab of $2000!
Instead of gushing over your customers, and being over-the-top with your attempts to get a good CSI review, try treating them with respect, and attending to their needs. Here are a couple ideas that you can use to activate these emotional triggers that will get you referred!
● Provide a realistic promise date, and then deliver on this promise date. This for many shops is a challenge. That is why I recommend thorough repair planning/blueprinting prior to committing to a promise date. This shows that you can deliver on your promises…integrity!
● Another great way to show integrity is to make sure that your team completes all the little promises your estimators make, such as freebie touch-ups, etc. It is important to remember that if you forget to execute on these little promises, it won’t matter how good of a repair job you did on the rest of the car, because your credibility is shot in the customer’s eyes. Use a check-in sheet or other method of communication to ensure these promises are taken care of and you will be seen as a shop with great integrity.
● Don’t forget to proactively communicate with your customers during the repair process. Don’t make them call you to check on their repair status, this is no way to make customers feel important! ● Detail the car and make it cleaner than when it arrived.
● Show pride in your work during the vehicle delivery as you explain your warranty. This instills confidence in your customer.
Dave Luehr is the founder of Elite Body Shop Solutions, a company dedicated to the success of the independent collision repairer. He is also the co-author of “The Secrets of America’s Greatest Body Shops.” Visit www.elitebodyshopsolutions.com and www.bodyshopsecrets.com
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Auto Body Hawaii Hosts High School Senior Essay Contest by Big Island Now
Auto Body Hawaii is holding its 6th annual Essay Contest for high school seniors. Auto Body Hawaii will provide West Hawai‘i’s graduating high school seniors the opportunity to showcase their writing skills for the chance to win $1,000. Past winners have been selected from Kealakehe, Parker, Makua Lani and Konawaena Schools. The theme for the 2017’s essay competition is: ”What was your biggest ‘Moment of Awesomeness’ in your life?” The contest entry deadline is April 28, 2017. For a list of participating schools and contest rules, visit https://autobodyhawaii.com/essay -contest/. Call Tracey Taylor at 3292544 or email essay@autobody hawaii.com for more information. We thank Big Island Now for reprint permission.
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Please contact these dealers for your Honda or Acura Genuine parts needs. HO N DA IL L I NOI S
M ICHI GAN
MIS SOU RI
OHIO
Honda Superstore of Lisle
Victory Honda
Bommarito Honda
Ch ica go/ Sub u rbs
P ly m out h
H a z e lwoo d
Be d ford
866-874-6632
800-824-4646 734-453-3600
800-731-8270 314-731-8270
800-509-9057 440-786-3363
M 7:30-8; Tue-F 7:30-6; Sat 8-4 Karl_messer@victoryplymouth.com
M-Sat 7-6 Lrowe@bommarito.net
M-F 7:30-6; Sat 8-4 jayhondaparts@gmail.com
Schaumburg Honda Automobiles
Zeigler Honda
Ed Napleton Honda
Mike Pruitt Honda
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Ak ro n
847-884-8898 847-884-6632
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M-F 6:30am-Midnight; Sat 8am-5pm k.kelley@rohrman.com
M-Thu 7-8; F 7-6; Sat 8-4 bobsmith@zagteam.com
M-Sat 7-6 gethondaparts@napleton.com
Tue, W, F 8-6; M, Thu 8-8; Sat 8-4 edally@mphonda.com
Frank Fletcher Honda
Waikem Honda
M-F 7-5 hondaparts@auto-plaza.com
M INNE SO TA
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C o lu m bi a
M a ssi l l on
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Basney Honda
Brookdale Honda
Mi sh awak a
B roo kly n C en t e r
800-877-7477 574-255-2179
800-899-8900 763-331-6880
M-F 8-5; Sat 8-4 gropp@fletcherauto.com
M-F 7:30-6; Sat 8-2
M-Th 7-9; F 7-6; Sat 8-6 parts@lutherbrookdalehonda.com
Frank Leta Honda
Buerkle Honda
888-680-6025 636-336-5003
Bob Rohrman Honda Lafa yette
800-488-3537 765-448-1000 M 7:30-8; Tue-F 7:30-6; Sat 8-3 Brho.partsmgr@rohrman.com
Bosak Honda Hig hla nd
800-542-6725 219-922-3102 M 8-5; Tue 8-8 W, Thu, F 8-5; Sat 8-4 davepropeck@bosakmail.com
Honda of Fishers F ish er s
800-806-6404 317-299-3723 M-F 8-6 honda-west@att.com
S t . P aul
Jay Honda
S t . L ou is
M, Th 7:30-8; Tu, W, F 7:30-5:30; Sat 8-4 jeffbunting@waikem.com W IS CO NSI N
Russ Darrow Honda M i lwa u ke e
800-592-9514 651-484-0975
M-F 7-6; Sat 7-5 hondaparts@frankleta.com
M-Thu 8-9; F 8-6; Sat 8-4:30 hondaparts@buerkle.com
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Honda of Tiffany Springs
M-F 7-6; Sat 7-4; Sun 8-4 hondaparts@russdarrow.com
Luther Hopkins Honda
800-875-3911 816-452-3221
Ho pkin s
K a ns a s C it y
Wilde Honda Wa u ke sh a
800-328-6016 952-908-8585
M-Thu 7-7; F-Sat 7-6 parts@hondaoftiffanysprings.com
M-Thu 7-9; F 7-6; Sat 8-4 tim.lewis@hopkinshonda.com
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Roper Honda
M-F 7-9; Sat 8-4 wildehondaparts@gmail.com
Richfield-Bloomington Honda
877-244-6632 417-625-0846
R ichf ie ld
800-328-2703 612-866-8197 M-Thu 6:30-9; F 6:30-6; Sat 6:30-5 parts@rbhonda.com
Jo p li n
M, W, Th, F 7:30-6; Tu 7:30-7; Sat 9-1 dvice@roperauto.com
ACU R A OH IO
IL LIN OIS
ILLINOIS
Columbia Acura
Arlington Acura in Palatine
Ci ncinn a ti
P ala t ine
800-654-3553 513-530-0698
800-991-8438 847-991-9005
M-F 8-5:30; Sat 8-12 columbiaparts@mail.com
M-W 7:30-7:30; Thu-F 7:30-5:30; Sat 8-3 aaip.partsmgr@rohrman.com
Ed Martin Acura
Continental Acura of Naperville
In di ana p oli s
C hic a go/ S ub ur bs
888-812-1269 317-706-1933
630-960-2175
IND I ANA
M 8-8; Tue-F 8-6; Sat 8-5 testridge@edmartin.com IL L I NOI S
Acura of Libertyville Lib er tyvi lle
847-680-7333 M-F 7:30-6; Sat 7:30-4 kmilz@acuralibertyville.com
M-F 7-5:30; Sat 8-4 bobw@conacura.com
McGrath Acura of Morton Grove Mo rt on G rove
847-470-2309 M-F 7-9; Sat 8-6 acparts@mcgrathag.com
W IS CO NSI N
Muller’s Woodfield Acura H o f f ma n E st a t e s
866-475-9280 M 7-5; Tue-F 7-6 Sat 8-3 mcavallini@woodfieldacura.com
Acura of Brookfield Br oo k fi e l d
800-383-3936 262-439-6029 M-Thu 7:30-6; F 7:30-5; Sat 8-4:30 patrick.murphy@zimbrick.com
MIN NES OTA
Buerkle Acura M in ne a po l is
800-717-3109 763-488-1122 M, F 7-5:30; Tu-Thu 7-7; Sat 7:30-4 acuraparts@buerkle.com
Luther Bloomington Acura B l oo mi n gt o n
800-451-5078 952-887-0600 M 6:30-6; Tue-F 6:30-9; Sat 8-4 parts@bloomingtonacura.com
www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 33
Media and Publicity for Shops
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
There’s No Free Lunch When it Comes to Your Website with Ed Attanasio
Many body shop owners have been seduced by the idea of having a free website while their competitors are dropping major bucks on their sites. They see a commercial on TV from services like wix.com, web.com or myfreewebsite.com and they get all excited at the thought of saving a ton of money. But they never question why it’s free in the first place. Haven’t they learned yet that when you save money, you also risk sacrificing quality? You buy a cheap paint and you need more coats to paint the cars. You buy inexpensive tape and it doesn’t always adhere properly. It’s Common Sense 101, yet I see a lot of free body shop websites out there and I always find it both surprising and disturbing. First off, haven’t you learned that free doesn’t always mean free forever? Haven’t we all been lured in at some point on a deal that looked sweet, but after six months the promotional price disappeared and now you’re paying full freight? It’s called the “freemium” approach, which involves providing a service for free at first and then later charging for basically the same service at a date in the future. It was a great deal when it was free, but now you are stuck with a subpar website that comes with a monthly bill. You got caught trying to save a few bucks and now this so-called free service is socking it to you. Most free website providers aren’t inexpensive once the free stage has transpired, so beware. First, they are going to charge you for hosting the site at a rate that is probably higher than most and if you want to make changes or add pages, for example, you better pony up additional funds. It’s never an easy task to customize a free website. They will usually
let you change things like type styles, fonts, colors, templates or themes, but if you want to do anything more elaborate than that, you’re out of luck. Free websites usually come along with advertising and they’re not advertising your shop. This is how these free website companies make money and one of the best ways for them to do this is by sticking advertising banners in prime positions on your website. One body shop went with a free service and then saw some of its competitors’ ads right on their home page, but that is the risk you take when you go cheap with your website. If you buy a free site, it also could be connected to a link farm. Marketing links is another easy way for website owners to make extra revenue. But if you have a free website and your provider has sold links on your site, you’re setting yourself up to be penalized by Google. And even worse, being blacklisted and re-indexed, which is essentially a death sentence from Google. In addition, your no-charge website could crash or go offline at any time without warning. In the end, you don’t actually own your website, which means it can crash and you can’t do anything more than cry or pray. In a worst case scenario, your website goes down full-time and forever, which means you could lose your domain name as well. A free website is likely defenseless to hackers. If you want someone from Russia or China playing with your content, then they are more than happy to oblige. Security is not a big priority for free website providers, so don’t be shocked when you get hacked if you have one. Restoring your site after you’ve been hacked can be a traumatic experience and some-
thing you should avoid at all costs. Another drawback associated with having a free website is that they provide very limited space. So if you want to upload a wide range of photos or videos, you may run out of space rather quickly. Plus, your bandwidth will be seriously limited by using a free website service. This means that if you get a sudden surge of traffic or decide to host a substantial number of videos on your site, it could be pulled by the service without notice. Another way that free sites are limited pertains to the number of pages they offer and many of them feature three-page sites. A body shop website will look lightweight and cheap with just three pages and what do you do when you want to expand it in the future? One of the biggest shortcomings of a free website is that its Search Engine Optimization (SEO) is limited. Since you aren’t able to access the
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34 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
backend of a free website, any SEO you can achieve is nothing more than rudimentary at best. If one of the main goals of any website is to enable potential customers to find you easily online, a free website is unlikely to enhance your SEO one iota. You probably wouldn’t be surprised if you learned that once you sign up for a free or trial website, the customer service is literally nonexistent in many instances. If you run into trouble with your website, good luck, because you will never get them on the phone and they certainly won’t becalling you back anytime soon. There is a fine line between inexpensive and cheap, and if your website looks cheap, you’re probably going to be stuck in the cheap seats. You can save money on things like grocery bags and aftermarket headlights, but don’t try to cut dollars when you do your website the first time or re-design an old one.
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www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 35
Shop Showcase Only WyoTech Grads Work at Richard Wood Kustoms with Ed Attanasio
World-renowned for creating breathtaking cars that win top awards, Richard Wood believes in WyoTech, the technical school he graduated from
Richard Wood, the owner of Richard Wood Kustoms in Austin, TX and a 1982 graduate of WyoTech, employs seven people and all of them are graduates from the school
35 years ago. Today, Richard Wood Kustoms in Austin, TX employs seven people and all of them are graduates
from WyoTech. He is giving back in a big way to the school which he said “Pulled me out of high school and changed my life.” Changing classic cars into amazing creations is what Richard Wood Kustoms is all about now, but his early days were not exactly easy, Wood said. “I was 21 and only two years out of WyoTech and I decided to start a body shop with my toolbox partner from school. We took an old 7-11 convenience store and used their old freezer for our paint booth and invested everything we had into the business, which was only $5,000. It was a little scary at first, but as our reputation grew, the work started pouring in.” In 1984, Richard founded Custom Car Crafters, a 30,000 sq. ft. shop located in North Austin and a 10,000 sq. ft. shop located South. In 2015, Wood was able to sell the shop to a large MSO to pursue his passion of restor-
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
ing vehicles full-time. “We were one of the largest independent body shops in Texas with 87 employees, and then one day Caliber Collision called,” Wood said. “It was a substantial offer, so I got out, but also realized that I couldn’t retire.” Today, Richard Wood Kustoms operates out of a 5,000 sq. ft. shop located northwest of Austin in the Lake Travis area right next to his house on a lake. His commute is short and sweet and future expansion of the shop’s current size is evident. “Business is brisk and getting better all the time,” Wood exclaimed. “We have a long waiting list and [are] booked out for at least six months. We don’t do any collision work anymore, so things like cycle time and insurance companies aren’t a big part of our lives now. But I’m still attached to fixing cars and with my entire life dedicated to the industry, who knows, maybe one day, I’ll get back into that side of it.”
To get the work done on-time and of the highest quality, Wood calls upon his all-star crew to exceed everyone’s expectations, he said, even though he’s never surprised when they
Wood helps out his alma mater whenever he can. In this photo, he is working with WyoTech students on a custom build
Th The Carcoon A W Features: tttures: The T Th he C Carcoon Ca C arcoon America arco Amer Am A America eriiica ca Workstation Workstation W orkk ork ksttati kst ati tiion io i nF Fe F ea e eat atures: a tu ures
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36 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
A Smart Solution. The The Carcoon Car arco co oon on America Am A meerica ric Workstation Wo orksta atio on works work wo orks ks the the he same sam sa me and and just ju ust as effectively eff ffecctivvely as as a cross-flow ccrros rosss--fl flow flo fl w paint paiint booth. ootth The Th T he Carcoon Carrco Ca C oon America oo Am me erricca Workstation Work W Work kstation kst ation n is is EPA E A Certified. Cer fi C fie ed Ideal Ideall for fo or the the busy b busy body b dy bod dy shop-mobile sh p-m mob bile technician/smaller techn tech hn nician/smaller nici ian n/sma alle er shop sh hop ho p with w th limited llim mited facilities. fac facil cilliti ities. es
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continually impress him. “One of the best decisions I ever made was hiring WyoTech grads. I already know what they know because we all took the same classes. These guys are highly disciplined and not afraid of a challenge and that’s why they’re highly employable. I don’t have to re-train them and I surely don’t need to motivate them because they already got that part covered.” Wood’s attraction to working on cars got a kick start one evening when he was watching a TV show in 1977. “I was 12 and I was watching ‘That’s Incredible!’ and there was a guy on the show that was pin striping a car blindfolded,” he said. “When I saw that, I said I need to do that, but not with the blindfold. I got on my bike and rode to a shop nearby and said I needed a job and that’s how I got started.” Wood feels as though he owes something to the school and credits his success in many ways to his time at WyoTech. “The people from WyoTech came to my high school and pulled me out of there, which was definitely lifechanging,” he said. “My family was poor, so I knew that without WyoTech, my cards were already pretty much dealt. I was going to work at either a
chemical plant or in construction. Luckily, the folks at WyoTech saw that I had some talent and a passion for cars, otherwise I surely wouldn’t be where I am today.” Where he is today is winning best paint awards and doing vehicles for celebrities such as Jesse James, Lance
Rich Evans to keep wowing car collectors and fans for his work worldwide. To give back to his alma mater, Wood is more than optimistic to stay involved with WyoTech to give back in any way he can. For SEMA 2015, Wood worked alongside a team of nine other WyoTech graduates to build a
Richard Wood Kustoms is world-renowned for wowing car collectors and fans for its award-winning creations
Armstrong and Paul Tuttle from Orange County Choppers. He is partnering with top industry names like Detroit Muscle, Jeff Hayes of American Speed Shop, Mecum Auctions and
1966 Ford Mustang at his facility. The project that was sponsored by WyoTech and the United States Military Educators Association (USMEA) included body modifications, drivetrain upgrades
as well as engine, electrical, and interior work. The nine WyoTech grads included three Richard Wood Kustoms employees, Robert Buchanan (Class of 2011), Jaime Hernandez (Class of 1997) and the newest member to his team, Jason Stults (Class of 2015), who was hired after his participation in the build. Woods also speaks regularly to high school students to share his journey while imparting sage advice. “I tell them that you don’t need to go to college to have a good career. There are a lot multi-millionaires out there in this industry that never spent a day in college. Find out what you love and do it. Learn as much as you can about it and then work hard. You will succeed and the opportunities will be there, and I am an example of that.” Wood, 52, has won multiple awards for amazing vehicles, but he never gets tired of what he’s doing, he said. “Getting cars ready for big shows like SEMA and the Grand National and working as a team to get it done, I still love that. People ask me about retirement, but that’s not for me. I would go crazy if I retired and I’m still passionate about my work, so, God willing, I’ll be doing this for many years to come.”
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Shop Strategies
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.
I-CAR Announces Nationwide Initiative to Hold Classes in Technical Schools & Colleges with Stacey Phillips
Collision repair students across the country will soon have the opportunity to sign up and take I-CAR classes at a technical school or college in their local area. (I-CAR stands for the InterIndustry Conference on Auto Collision Repair.) In the past, classes were often held at collision repair facilities or other locations. Mike Miller, the northwest regional manager for ICAR, said many shops in the industry had concerns about the possibility of
losing employees by sending them to other collision repair facilities for training. “There will now be a neutral facility where the whole industry feels comfortable attending,” said Miller. “It is also a way that I-CAR can support the career technical schools and colleges that have supported us over the years.” This change is part of the national scheduling initiative I-CAR is currently implementing. The ultimate goal is to have training sites at 250300 schools where students can enroll for the I-CAR Professional Development Program™ (PDP). All I-CAR live classes will be included. “I-CAR’s PDP offers collision repair professionals a role-relevant training path that provides them with the knowledge and skills needed to perform complete, safe and quality repairs,” said Miller. Established in 1979, the international not-for-profit organization is represented by all segments of the industry including collision repair; insurance companies; OEMs; education, training and research; tools, equipment and supply; and other industry services. Miller said it’s very common for I-CAR to be approached by someone who is interested in taking a certain class shortly after that same class was
just held. Rather than setting up instruction on a reactive basis, Miller said the goal is to be proactive in the future. “We’re looking to give enough advanced notice so that everyone will have an opportunity to plan their training and decide when they need to send their technicians,” said Miller. “By being proactive, it allows the industry to look at our schedules and plan ahead.” In exchange for using the classrooms and lab space at the career technical school and colleges, I-CAR will provide the curriculum, licensing fees and other student fees at no charge. He estimates this will be a $5,000 annual savings to the schools, including savings of $1,100 for the annual PDPEducation Edition license, the inclusion of I-CAR’s Reparability Technical Support (RTS) portal access worth $1,700 and a savings of $150 fee per student. In addition, Miller said I-CAR is putting together a Purpose-Built curriculum. “Depending on the topic of the course and the needs of the course, it will determine whether it is delivered live, online or virtually,” he said. Live courses will typically have a hands-on component whereas online courses will be set up to teach technical information. During the past few months, ICAR has reached out to technical schools and colleges nationwide to discuss the national scheduling initiative. The plan is to roll out the program state by state over the year. In states with limited technical schools, such as Montana that only has one, ICAR will reach out to vendor locations to hold classes. They might be a paint company or a rental car provider. Depending on the market area, ICAR will determine the appropriate number of times classes are offered. In urban markets with more technicians, the training cadence will be more frequent. In rural areas, the training will not be offered as frequently, but Miller said I-CAR is committed to delivering all needed training to those
38 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
areas. “We looked at the collision repair facility numbers and the student base and facilities that are Gold Class® or on the Road to Gold™ for I-CAR. All of that is factored in to the decisionmaking process,” said Miller. The majority of live I-CAR classes are four hours in length, which includes breaks and testing. Miller stressed the importance of staying up with current technology due to the changes in the industry. Part of this he attributes to the CAFE (Corporate Average Fuel Economy) standards. “They’re having to do everything they can to get vehicles as light as possible to achieve fuel efficiency,” said Miller. In the meantime, I-CAR continues to focus on educating the industry about collision repair. There are approximately 2,300 individuals who are part of the I-CAR infrastructure, either as a volunteer, instructor or staff member.
In addition to 145 full-time staff, there are 1,760 I-CAR volunteers across the country who help with marketing classes, securing locations and other support. “That’s the reason we are able to do so many great things for the industry at an affordable cost,” said Miller. All 540 I-CAR instructors have a strong knowledge about the automotive repair industry, with the majority having worked for a body shop or technical school. They all attend an instructor qualification workshop, as well as team teaching exercises with a veteran instructor. In addition, they are required to qualify for every course they teach and go through an Instructor Training Evaluation Process (ITE) to confirm they are prepared. I-CAR currently has about 270 committees throughout the United States. The committees are represented by all aspects of the industry. While the See I-CAR Announces, Page 45
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Continued from Page 26
Dream Body Shop
poor sign is a sign of poor business. It’s a very true statement and I will never forget it.
What are some of the unique Q: features you included in the shop?
in his work area and two chassis liner Lift’N Rack frame machines for our smaller repair jobs. We have all the necessary equipment to repair the new aluminum Ford F-150. We also have an Elktron Multi-Spot Resistant welder and an aluminum-silicone
A:
The building includes an 1,800square-foot reception/showroom area with offices, restrooms and a breakroom. The reception/showroom area has various memorabilia items on display such as vintage gas pumps, air meters, juke boxes, die cast collectible tractors and cars, neon signs and much more. We have many retired customers who visit our showroom and relive their childhood experiences with stories of how they grew up learning to drive a particular model or year of car and/or tractor that they see on display.
Q: We have added a chassis liner A: midrise lift for each technician
What specialized equipment have you added in recent years?
Two hydron units for geo thermo floor heat and central air conditioning for the entire shop
bronze wire-feed welder. Our frame repair equipment now includes a Chief Laser-Lock measuring system. This system was a demo model. After a couple of days in the shop, we purchased it from Tom VanDehey of Chief Automotive Technologies. Most recently, we have added two Festool vacuum sanding stations that help keep the air in the shop clean. Wash bay and detail areas are equipped with soft water and a spotfree rinse machine to help speed up the detailing process.
What process do your techniQ: cians use to repair vehicles? As far as techs right now, I only A: have myself and two others. One is my son Phil, who does a great
job, and the other has been with us for about a year and has learned the trade mostly from my son. I also have a retired body man who works every day in the winter months from 9 a.m. to 12 noon. He does a lot of tear down but he is 83 years old. He is a great guy to have here every day. We could really use a couple of techs right now but they are hard to find. All our technicians are combination people. They prefer to repair each vehicle from start to finish. This slows the process somewhat, but it enables the technician to stay current with each part of the repair and refinishing process. Each is a certified refinish technician with PPG and works closely with Auto Body Spe-
Free
cialties (ABS) of Sioux Falls, SD. ABS supplies us with all our shop supplies, paint products, and aftermarket sheet metal and bumpers. We work on approximately 60 cars a month and may do a restoration of a classic car when time permits. I probably have approximately 20 cars of my own as I have a passion for classic cars.
What do you attribute your sucQ: cess to? To be successful, it takes a lot A: of hard work and dedication from the owner and the technicians. I
have the best technicians. We strive for 100 percent customer satisfaction. We are quality and detail-oriented with a job done right the first time. The workload is a little slow right now but it is that way everywhere around here. We are still busy and that is good.
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Continued from Page 28
What Happened
“I’ve been part of this industry my entire life, and in the last year, I gotta tell you the things I’ve seen going on in this industry just make me sick to my stomach,” DiLisio said. “We need to unite and start to address some of these issues instead of allowing people to run all over us. I could spend the next five hours on specifics but…CARSTAR just wrote a letter that pretty much says the exact same thing: enough is enough.” DiLisio was referring to a recent open letter to the industry from Dick Cross, CEO of the CARSTAR franchise chain of shops. In the letter, Cross said that his company sees “a heightened air of tension across our franchise system that we believe represents the emotional state of our entire industry.” That tension, Cross said, is based in part on new claims handling programs and by the economic reality of buyers (insurers) taking advantage of an excess supply (collision shop capacity). DiLisio was one of several of those who spoke at CIC who applauded
CARSTAR for its letter urging “responsible push-back” by shops on such issues as unreasonable allowances for blend times and materials. – As reported in Northwest Automotive Journal. Cross led CARSTAR until 2011, when he was succeeded by David Byers.
In 2002, Dick Cross was CEO of the CARSTAR organization, and wrote an open letter to the industry calling for “responsible push-back” by shops on such issues as unreasonable allowances for blend times and materials
What was the real difference between non-Certified and Certified Shops?
5 years ago in the collision repair industry (April 2012) Steve Nantau of Ford Motor Company, who has been involved in the ‘in-
dustry standards’ effort since 2007, said he believes a standards program will only be effective if the investment by a shop to achieve and maintain certification is recognized and rewarded. “Somehow the customer has to be aware there’s a certified shop and a non-certified shop, and they have to choose the certified shop,” Nantau said during the recent Collision Repair Executive Webcast. “And in some way I think the insurance company has to recognize that, and either incorporate that in their direct repair programs, or compensate the repair shop for spending the money to become certified.” He said he supports the idea of a single, third-party certifying entity, because otherwise he foresees only a growth in the number of automaker and independent certification programs, few of which will gain enough traction to achieve consumer awareness. Paul Gange of Fix Auto USA said the problem he sees with automaker certification programs is they are open only to those independent shops that have a relationship with a dealer, often excluding equally-qualified shops.
“Repairers willing and capable of…adhering to standard specifications and doing the work that’s it’s going to take to ensure that they can repair vehicles properly should have a right to repair that vehicle,” Gange said. “I would not want there to be a standard that excludes a shop that wanted to adhere to the standard but perhaps wasn’t able to participate because it didn’t have the endorsement of another organization.” Nantau said he doesn’t disagree with Gange. “If there was just one (certifying) entity that could be recognized by everybody, that would be probably be best for the industry,” he said. “I just don’t know if we can get there. The OEMs are (launching their own certification programs), and I think we’ll see more of them go that direction.” – As reported in CRASH Network (www.CrashNetwork.com), April 23, 2012. Nantau was correct in doubting the industry’s willingness or ability to develop and adopt a single standards program for shops, and the number of automaker and third-party shop certifications has continued to proliferate.
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Shop Strategies
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.
George Avery Shares Thoughts on Direct Repair Programs: From the Cradle to the Grave? with Stacey Phillips
Are customers driving the DRP? According to George Avery, who worked for State Farm Insurance for 37 years, the answer is a resounding yes. Avery said that direct repair programs (DRPs) were originally set up by insurance companies to offer better customer service and help ease the repair process. “When you get down to the bottom line, managing repair costs, quality and efficiency are the overall focus,” he said during a Guild 21 webinar in February.
multiple benefits as a result of tracking information, the challenge is when people look at different data points. He used the analogy of a bay full of ships. Data can tell you the characteristics of the ships, how many there are, the sizes, and how much they are carrying. “The point is that somebody has to get wet and get under the boat to see if there is a leak,” said Avery. “In our case, that’s an individual looking at a repair job and there are a lot of people
“As Dale Delmege used to say, ‘It starts to ratchet the oxygen down on a DRP in its success,’ ” — George Avery
“Typically, it’s the customer that drives that change for efficiency.” Avery, a past Collision Industry Conference chairman and State Farm executive, shared some of his thoughts about DRPs and reasons they might underperform. “The DRP added another level of complexity in some respects,” said Avery, who retired from State Farm in June 2016. “It’s easier for the customer but also has some stress for the other stakeholders.”
who don’t want to get wet.” Not only can it be time-consuming and expensive, but it can also cause frustration when one job affects the rest of the data. There is obviously more involved in the process than the amount of money spent on repair costs, according to Avery. For example, the data collected might suggest there are poor photos or poor repairs, but when you take a closer look, a poor repair might be referencing a piece of masking tape not pulled off or a rail that wasn’t welded correctly. “The The Evolution of the DRP and Big Data problem occurs when there is confusion During his Guild 21 presentation, Avery with how the issue impacts the rerecalled the days of writing competitive pairer’s performance,” he said. bids in the late 1970s and early 1980s Avery posed the following queswhen insurance estimators/adjustors tion to webinar attendees during his began writing repair estimates. “Compresentation: “Do you think big data is petitive bids had a great advantage,” he missing a step by not looking at enough said. “They gave the insureds a competvehicles?” Eighty percent answered itive price and I think it also yes—big data is missing a helped the repairers.” To help step—whereas the remaining make the process more con20 percent said it was not. venient for customers, insurers “For those 20 percent thinkbegan hiring estimators/adjusing that big data isn’t missing tors and setting up appointa step, are those people who ments for drivers to come in have confidence and perhaps for an estimate. This eventuare better at looking at spreadGeorge Avery, ally led to the DRP. sheets and doing analysis?” former State Farm Electronic estimates also asked Avery. executive emerged. “At first, everyone Avery then talked about five thought it was a glorified adding mabehaviors that cause DRPs to underperchine, but it really opened the door to form. He compared them to a person’s communicating electronically and that physical health and having conditions was the start of managing by data,” such as high cholesterol, high blood said Avery. pressure and overeating. “We all have Both insurers and repairers are curthings that that can cause you to get sick rently managing their businesses with or die but you can live with them,” said “big data.” Although he said there are Avery. “The behaviors that are happen-
42 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
ing in the DRP contribute to the health of the DRP concept.”
Five behaviors that cause DRPs to underperform: 1) Managing performance with the DRP concept Avery said that DRP contracts can often be very detailed and he maintains that nobody really reads them. It’s like accepting the basic terms and conditions on the Internet before purchasing software or viewing a website. Many click “Agree” without reading the Terms and Conditions. While insurers outline their expectations in DRP contracts, Avery found they aren’t used in the body shop as an everyday tool to determine how to repair vehicles. Repairers are faced with making repair decisions all the time and most of them don’t take out the DRP contract to reference. Instead, most of the feedback they hear comes after the repair. “What happens is no news is good news,” he said. If nobody ques-
tions the repair, then they make the assumption “I guess it’s OK.”
2) Limited access to insurance claim handling practices Contracts aren’t able to cover every repair situation, according to Avery. When a shop has multiple DRP relationships, the insurer’s positions often vary, for example on appearance allowance, wheel repair or recycled air bags. “If there is limited or no access to get that information, it causes a problem,” said Avery. Confusion can also be caused when insurance staff handles situations differently or there are exceptions that occur. All of this leads to delays, extra phone calls and the time it takes to wait for answers. “As Dale Delmege used to say, ‘It starts to ratchet the oxygen down on a DRP in its success,’ ” said Avery. He said it is helpful for both the insurance staff and repairers if there is See George Avery Shares, Page 44
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Continued from Page 42
George Avery Shares
something that can be referred to. Avery asked attendees: “Do insurers provide shops access to relevant claim information?” About 20 percent answered “yes,” they receive relevant information. The majority said they either aren’t receiving relevant information or are only sometimes receiving it.
3) Not inspecting repair facilities Although Avery acknowledged it takes time and can be costly, he stressed the importance of physically inspecting repair facilities to verify equipment is up to date. Otherwise, Avery said there are several symptoms of not looking at repair facilities. He pointed out that an insurer may not be aware that a certain repairer on their program is no longer a high performer or has the necessary equipment for the job. Competing shops are often frustrated when a less qualified, less equipped shop is on the same DRP program. With the rapid change of the automobile, it becomes even more important to inspect facilities on a regular basis. There are many companies
that can be hired to validate a facility’s capabilities, whether it is in person or by collecting information remotely.
4) Lack of communication/interaction “Most would probably agree that DRPs were developed to improve customer service and manage repair costs but it also reduced insurance claim staff,” said Avery. As a result, DRPs tend to operate with less interaction unless there is a problem or performance issue. “That lack of oxygen again starts to ratchet down the oxygen on the healthy DRP environment,” said Avery. Less interaction often causes delays and lack of communication, which can lead to rumors. This is especially apparent with social media. Avery said most of this can be avoided by having more information available up front. One way to encourage this is by setting up an advisory council consisting of both insurers and repairers. When Avery worked at State Farm, he participated in a repairers’ advisory council. As an industry spokesperson, he soon realized the benefits of having an active group like this and said it was an excellent way to help communication on both sides. “Sometimes changes are made; sometimes not,” said Avery.
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“Having someone participate in industry events, you can’t help but collect valid on-the-ground information. I think it benefits the insurer and the repairer, especially if the spokesperson is approachable and you have an opportunity where you can share your concerns.”
5) Limited or no physical inspections after the repairs are completed Avery also talked about the benefits of initiating a program to check the quality of repairs and validate the costs. “That applies to both the repairer and the insurer,” he said. “We all know that sometimes something can get missed.” The challenge for the insurer, according to Avery, is that there is no possible way to inspect every vehicle. Instead, a methodology is implemented where everything is “subject to review.” By not looking at some of the repairs after they are complete, Avery said customer complaints could arise from poor repair performance, inaccurate billing, and other issues. There is often frustration from the repairer and insurer about the time and money spent to re-inspect as well as from customers who don’t want to be disturbed after the repair. However, Avery said physical inspections are an important
aspect to maintain quality control and ensure vehicles are fixed correctly. He said a potential stall of the DRP process is regarding efficiency. “This is the grave question mark,” said Avery. “I believe that insurers unintentionally put pressure on repairers simply by having different programs,” said Avery. “Basically, repairers wait for insurers to create programs and then they adapt to them. As a result, they spend a lot of energy with multiple procedures.” In closing, he asked webinar attendees if it would be possible for insurers and repairers to work together and create standard guidelines for DRPs. A clear majority showed interest in moving forward. A group from Guild 21 are looking at the feasibility of devising guidelines for the industry. Autobody News will continue to follow this story. George Avery provides consultant services and speaks at local, national, and international industry events on a variety of topics. He is an active participant in the National Auto Body Council (NABC) and Collision Industry Conference (CIC). For more information, contact George Avery at george @averyknows.com.
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I-CAR Announces
main focus has been class scheduling, the new national scheduling initiative will shift scheduling responsibility and allow volunteers to help grow I-CAR by reaching out those shops that currently are not training. Miller encourages the industry to learn more about the new I-CAR classes being offered over the next several months. “It’s a win-win-win for everyone involved,” said Miller. “Career and technical schools win, ICAR wins and ultimately the industry wins because we’re using a neutral location where students can attend and don’t feel like they are under any pressure. Ultimately, the motoring public wins with safer repairs.” For information about upcoming classes, visit www.i-car.com.
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MSCRA Negotiating Consumer Bill of Rights, Plans PSAs and Training for 2017 by Chasidy Rae Sisk
Over the past couple months a task force has been established in MS with the end goal of creating a “consumer bill of rights” to help consumers understand their rights and what they pay for their insurance coverage. John Morgan Hughes, Lobbyist and Executive Director for the Mississippi Collision Repair Association (MSCRA), has been heavily involved in this series of meetings which include the association, body shops, insurance companies, OEM manufacturers, and attorneys, in addition to Insurance Commissioner Mike Chaney and Attorney General Jim Hood. Hughes believes the outcome of these meetings will be a positive change for the industry. Although he can’t discuss the details of the meetings, he states, “The meetings are interesting and well-attended on both sides. A lot of good ideas are being brought forward. While there has been some distrust between these groups historically, I feel that something positive will come from these conversations. I appreciate the foresight and open-mindedness of our Insurance Commissioner and Attorney
General for hosting these talks, and I’m really looking forward to the end product.” The final product will be a public information document created with input from both the insurance and collision repair industries that can be given to consumers to guide them in what to do after a collision. MSCRA intends to work with members to distribute this consumer awareness information once both sides are happy with the document. After the fourth meeting is held in April, Hughes believes the group will have a pretty good idea of the final draft. More importantly, he observes, “This is the first time all of these people have been in a room together, and it shows that we can come together at the same table and share our viewpoints. It’s important for the insurance and collision repair industries to come together for our mutual benefit.” Hughes also notes that shop education and training plays a large role in the adversarial relationship between shops and insurers. “As long as the guy with no credentials receives the same hourly rate as shops that invest in training and equipment, we are going to see a conflict. Not all
shops are created equal.” Consumer awareness is an important topic for MSCRA in 2017. The association is working on public service announcements to help consumers understand what is a safe and proper repair and to educate on the things they should know before choosing a shop to repair their vehicle. MSCAR eagerly anticipates that 2017 Southern Automotive Repair Conference to be held in Biloxi in April. Last year, 200 shops attended, and this year’s goal is to attract 300 shops. Hughes is particularly excited about Mike Anderson’s presentation. The current MS legislative session is nearly at a close, and during this session, the association was able to defeat a strong piece of legislation that is membership felt would not be good for the public as it created “a pathway to clearing titles for destruction.” If passed, HB2229 would have allowed for the authorization of a vehicle without a certificate of destruction for water damage that has been declared a total loss to be issued a branded title of the vehicle has been restored to its operating condition.
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Old School Know How
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
She’s Retired, But Not Out of the Game: The Story of “Collisionista” with Ed Attanasio
If you have ever collided with Petra Schroeder, you know why they call her “Collisionista,” because she isn’t afraid to take on any challenge in this male-dominated industry. If you ever encountered her at a Women’s Industry Network (WIN) event or at any industry conference, then you know that she is dedicated to helping the industry as a whole and the women who work in it specifically.
Petra Schroeder retired after nearly 47 years working in the paint side of the industry, but she is still the current chair of WIN and a trustee for the Collision Industry Foundation (CIF) logistics
Schroeder recently retired after working for the same paint company since 1969, although it has had several different names over the years, she explained. “I worked almost 47 years for Herberts/DuPont/Axalta on two different continents, first in Germany and then in the USA starting in 1995,” Schroeder said. “I now enjoy retirement, but am still very active as a volunteer in many of the North American industry associations and proudly serve as the current chair of WIN and as a trustee for Collision Industry Foundation (CIF). I also regularly attend CIC, NABC Board meetings and other meetings during industry week.” In 1995, Schroeder came to the United States and landed in Plymouth, MI, where she worked for American Standox as its Director of Technical Services until 2000. From there, she worked for Dupont Performance Coatings in brand development and then finished her career as a Standox brand manager and Industry Relations Manager for Axalta Coating Systems. From 1969 to 1995, she worked in various positions in color service, product management and strategy for Hoechst/Herberts/Standox, in Wuppertal, Germany, where she learned about
the automotive paint world. “I did an apprenticeship for a paint company, but wasn’t anywhere near paint at first,” she said. “I was in the business/administrative side and eventually it morphed into learning everything about the refinish paint—how it’s made; the chemistry behind it, research and development as well as product management. I was hooked at that point. Paint is a sticky thing and it tends to do that.” While working in Germany, Schroeder had to gain respect from her male counterparts by establishing trust and continually proving herself, she said. “When I would meet with clients in many countries on different continents, they immediately assumed that I was the secretary or the assistant,” she said. “So when they found that I was in charge, they were a little shocked. But once they saw that I knew what I was doing, they came around quickly. I had no problem with it, because my attitude has always been that once I prove myself with my knowledge and demeanor, respect will follow. Many of these relationships that were built back then are still going strong.” When Schroeder first came to the U.S., she immediately witnessed a big difference from the collision repair industry in Germany, where technicians are highly-skilled craftsmen. “The education and curriculum to be a technician in Germany is very intense and the certification process is stringent,” she said. “To become a master painter or a master body technician, you have to go through 2-3 years of intense schooling and then a series of additional classes to achieve the highest level. In general, I would say that it’s a more well-respected profession in Germany, but we are catching up in this country.” How did Schroeder initially learn about WIN and how did her role within the organization evolve? “I was at the first WIN conference in 2007, and that’s when I immediately connected with other females in the industry and I haven’t missed one of their conferences yet,” she said. “After joining, I decided to get involved as much as I could, so I started speaking out and joining committees. Now I am the organization’s Chair and [am] delighted to be doing it.”
46 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
If you’re not familiar with WIN, it is a not-for-profit organization dedicated to encouraging, developing and cultivating opportunities to attract women to collision repair. WIN recognizes excellence, promotes leadership and fosters a network primarily among women. To learn more about WIN programs or for information on becoming a member, please visit the WIN website at www.WomensIndustryNetwork .com. Schroeder has seen the organization grow in leaps and bounds and welcomes both men and women to join WIN. “We just hit 508 members in 2016, which is amazing, because we thought that 300 was going to be hard to reach just a few years back,” she said. “Many people don’t realize that we also welcome male members from the collision industry to join WIN. In fact, we have 30 men who are members now and whose support is greatly appreciated. We invite more to join.”
Currently living in Ypsilanti, MI and retired but surely not out of the game, what advice can Schroeder give to young women entering this industry? “I talk to young women in this industry on many occasions and work closely with 7-8 of them on a regular basis. We talk or text with them quite a bit about how to succeed in collision repair. I tell them, don’t get frustrated if you’re not immediately accepted. Do your job and the respect will come. If you can do your job and give respect, you will get it in return. You can achieve so much in this industry now— the sky is the limit. I tell them that it’s not a matter of if; it’s just a matter of when.” And one last question for Schroeder—why the nickname “Collisionista?” “It is a fantasy name, derived from the word collision,” she said. “Once I used it, people seemed to like it, so it’s been my moniker ever since.”
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Precision Collision Center Earns Assured Performance Certification and Top Automaker Recognition
Precision Collision Center has been officially Certified by Assured Performance, a non-profit consumer advocacy organization for maintaining the right tools, equipment, training, and facility necessary to repair the participating Automaker brand vehicles according to the manufacturer’s specifications. In achieving their Certification, Precision Collision Center is now an integral part of the most advanced repair capable and efficient auto body repair network in the world. Adding to their credentials, Precision Collision Center is officially recognized by Assured Performance, FCA, GM, Ford, Nissan, and Hyundai. To become Certified and officially recognized by the various Automakers, Precision Collision Center passed the rigorous Certification process essential to help ensure a proper and safe repair of the new generation of advanced vehicles. Less than 5 percent of body shops across the nation are able to meet the stringent requirements to become officially Certified and recognized. The Certified network is made up exclusively of best-in-class collision repair businesses that have met or exceeded the stringent requirements of the Certification program.
According to Precision Collision Center owner, Jim McGrew, “Our business has been built on a foundation of excellence and ethical business practices. Our state-of-the-art facility and certified technicians give us the ability to achieve this Certified status.” The Certification criteria is based upon auto manufacturer requirements. These are critical to ensure the vehicle fit, finish, durability, value and safety following an accident. As new model vehicles are being introduced that use lightweight high-strength materials and advanced technology, a proper repair according to manufacturer specification is even more important than ever to ensure the passenger safety and proper performance of the vehicle. Auto manufacturers want to ensure that consumers have the option of Certified collision repair wherever they live, work, or travel. “Consumers need the confidence and peace of mind to know their vehicle is repaired by a shop that has what it takes to ensure the vehicle safety," said Scott Biggs, CEO of Assured Performance Collision Care. "Precision Collision Center is officially a Collision Care Provider. They represent the standard by which all other body shops are measured.”
48 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
BASF Offers Exclusive Bentley Level 1 and Level 2 Refinish Training Courses
The BASF Glasurit® paint system continues to be the only paint system approved for the repair of Bentley vehicles. To ensure all Bentley vehicles are repaired to their pre-accident condition, all Bentley accredited technicians are required to be certified by BASF Glasurit trainers every three years. The 2017 Bentley Level 1 Glasurit Refinish training schedule for North America is: BEN100 Glasurit 90 Line - National Rule March 14-16, 2017, Jessup, MD BEN100 Glasurit 90 Line - Low VOC March 21-23, 2017, Buena Park, CA
This course provides technicians with comprehensive knowledge of correct Glasurit application techniques approved by Bentley. Level 1 concentrates on the repair
procedures for Mirror, Piano and Satin finishes. The 2017 Bentley Level 2 Glasurit Refinish training schedule for North America is: BEN200 Advanced Glasruit 90 Line- National Rule August 1-3, 2017, Houston, TX BEN200 Advanced Glasruit 90 Line-Low VOC August 8-10, 2017, Buena Park, CA This advanced level course, taught by Glasurit Global trainers, will provide technicians with Glasurit repair processes developed to duplicate Bentley-exclusive finishes such as 3coat Duo paint, Liquid Mercury and Matte Clear, and their correct use in the paint shop environment. Bentley courses are only open to technicians at Bentley-accredited body shops.
For more information and to enroll in the Bentley certified courses, email ote-support@basf.com or call 800201-1605.
Auto Care Caucus Filed in Congress by Auto Care Association
One of the goals of the Auto Care Association’s government affairs program is to develop a team of legislators in the auto care industry’s corner when it comes to impacting legislation under consideration on Capitol Hill. The Association is
pleased to announce that Reps. Scott Perry, R-Pa., and Brendan Boyle, D-Pa., have agreed to become co-chairs of the official Auto Care Caucus in the U.S. House of Representatives. What exactly is a caucus? Caucuses, as they relate to Congress, represent and pursue the interests of a particular community. They can help identify other like-minded legislators who support a particular hobby or interest, and serve as a source of education for congressional staff and other officials on certain needs, views and concerns. Therefore, Reps. Perry and Boyle, as founding members of
the Auto Care Caucus, have agreed to take up the views of the auto care industry and advocate on our behalf amongst their peers. The 115th Congress has already been subjected to a high level of scrutiny from both the public and the media, but no group will be watching Capitol Hill more closely than the business community. With legislation addressing such issues as tax reform, healthcare, immigration and infrastructure on the horizon, businesses within the auto care industry and outside of it will all be affected in some way. The voice of the auto care industry needs to be heard and a caucus offers us another valuable tool to ensure that we have a seat at the table during these debates. Having a caucus with the Auto Care name is a great start, but now we want to ensure that it is effective. The larger the caucus, the greater the influence. We need to use this opportunity to educate legislators on our industry’s most pressing issues and enlist them to fight on our behalf. Recruitment is in full swing and members of the Auto Care Association are encouraged to contact their U.S. Representative and request that they join the Auto Care Caucus.
PPG Confirms Interest in AkzoNobel, So Far ‘No’
PPG confirmed on March 10 that it made an attractive and comprehensive proposal to Akzo Nobel N.V. on March 2, 2017, inviting AkzoNobel to enter into negotiations with PPG on a potential transaction to form a combined company, which AkzoNobel rejected. PPG continues to believe there is a strong strategic rationale for the proposed transaction between PPG and AkzoNobel. Michael McGarry, chairman and CEO of PPG, said, “PPG has long admired AkzoNobel’s businesses, global presence, culture and principles as well as its advances in innovative product development and sustainable business practices. We believe a combination of our two companies is a very compelling strategic opportunity. We are confident that this combination is in the best interests of the stakeholders of both companies as it presents a unique opportunity to build on the successful legacies of our businesses. PPG has carefully considered the interest of all AkzoNobel stakeholders including shareholders, employees, customers and the communities it serves and has proposed its willingness to enter into
serious commitments in respect of all stakeholders.” Strategically, the combination of PPG and AkzoNobel would deliver an enhanced global player in paints, coatings and specialty materials, combining complementary products, technologies and geographies, and would create a stronger competitor in a highly competitive global marketplace, offering a broader line of products and technologies cost-effectively to a more diverse customer base. Financially, the combination would create a stronger enterprise with a solid investment grade rating. PPG envisions that the heritage of AkzoNobel’s culture and best practices will be reflected in the composition of the combined company, and in the locations where it would operate. The legacies of both companies would continue, including the use of flagship brands and technologies, investment in research, development and innovation, and the companies’ longstanding commitment to being good employers and corporate citizens that operate in a sustainable and socially responsible manner.
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Continued from Cover
Who Pays For What?
The “Who Pays for What?” survey results released earlier this year found that more shops said “having OEM documentation” was most effective (among other choices presented) when negotiating to be compensated for “not-included” repair procedures and shop supplies used on a job. “I think that’s a big message to the OEMs,” said Mike Anderson of Collision Advice. “The fact that OEM documentation was ranked most effective when negotiating with insurers means that the position statements and bulletins published by the OEMs really do help our industry.” In fact, having OEM documentation out-ranked presenting an invoice, whether from a dealership or an invoicing system, and even edged out “the ability to select the item in the estimating database” in terms of the
for plastic repair materials are regularly reimbursed for them by the eight largest insurers; that was up 8.4 percentage points over the same survey in 2015. Insurers are also reimbursing shops more frequently for items like double-sided tape; more than threequarters of shops (78 percent) report regular reimbursement for this “not-included” item when it is required for the repair, up 6.8 percentage points from a year earlier. “Once again, the survey results show that many shops are being paid for these items on a regular basis, even if your shop isn’t billing for them at all,” Anderson said “You can’t get reimbursed for something you don’t bill for. And as more than 2,500 shops who have taken one or more ‘Who Pays’ surveys can now attest, just participating in the four different quarterly surveys is a great reminder of the items and procedures that you are using or performing every day, but
ble reasons for not performing a vehicle diagnostic scan, more than half of all shops (51 percent) said that sometimes the level of damage just doesn’t warrant a scan. On the other hand, very few (3 to 4 percent) said they skip the scanning process because it takes too long and impacts cycle time.
for refinish operations on aluminum (which fell 9.2 percentage points from last year). The percentage of shops charging higher rates for structural repair or replacement on aluminum vehicles remained virtually unchanged from a year ago, slightly higher than 91 per-
Which do you find most effective in ensuring you are compensated for ‘not-included’ items?
Shops said OEM documentation was the most effective tool in getting reimbursed for not-included items
Despite the growing number of car manufacturers stressing the importance of scanning every vehicle, the survey indicates that many shops might not be getting the message. American Honda, for example, recently explained that a diagnostic scan is the only way to detect most trouble codes, noting that “only a small fraction of those codes actually turn on a
cent. Structural repair labor rates also saw the same slight increase over last year, from a range of $48 to $123 per hour in 2015 to a range of $50 to $130 per hour in 2016; 50 percent of respondents had a rate of $85 or higher. A number of the “Who Pays for What?” surveys have asked shops about their vehicle scanning processes. In the results released earlier this year, when given a choice of eight different possi-
See Who Pays For What?, Page 54
Infiniti of Naperville Fifty-six percent of shops said they are paid “always” or “most of the time” when invoicing for plastic repair materials, up from 48% in the same survey a year earlier
most effective negotiating tools. More than 1,000 shops across the country responded to that particular “Who Pays” survey, which covered aluminum repair rates, OEM certification programs and vehicle scanning, along with how frequently repairers charge— and get paid for—specific shop supplies. Comparing the 2016 findings to those of the same survey a year earlier found that shops are reporting increased success in getting reimbursed for every one of the 17 different “notincluded” shop supplies asked. In some cases, the improvements in reimbursement frequency were not significant; quite a few items, however, showed marked improvement in the number of shops getting paid “always” or “most of the time” for these shop supplies when they were necessary for the repair. In 2016, for example, more than half of all shops (56 percent) who bill
may not be listing on estimates or invoices.” Aluminum repair labor rates were another key part of the survey; those rates appear to have increased slightly from 2015 to 2016, though shops are generally charging those rates for a narrower range of repair operations. In 2015, the “Who Pays for What?” survey found that labor rates for non-structural aluminum repairs ranged widely, from $43 per hour to $118 per hour for repairs that were not part of an OEM certified repair program. A year later, the latest survey results show that the range, while just as wide, has increased slightly to $46 at the low end of the scale to $120 at the high end; 50 percent of respondents had a rate of $75 or higher. Compared to a year earlier, however, fewer shops (down 5.1 percentage points) said they are charging those higher aluminum repair rates for operations such as R&I of components, or
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Tips for Busy Body Shops with Stacey Phillips
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.
Mike Anderson: Why Repairers Need to Research OEM Procedures on Every Single Vehicle Every Single Time One of the hot topics in the collision the same type of vehicle on a regular repair industry over the past several basis, is it still necessary to check the years is the importance of conducting OEM information on that same vehia pre- and post-repair scan. Mike An- cle. Yes, said Anderson, “The answer derson, president of Collision Advice, is 100 percent of the time.” He used an example of a shop that said in addition to scanning vehicles, it is absolutely critical to research was replacing a quarter panel on 2015 Ford Mustang a few months OEM repair procedures prior ago. When the shop reto working on a vehicle. searched the manufacturer’s During a Guild 21 webiguidelines, it found that Ford nar in March, Anderson talked required the roof to be reabout why collision repairers placed. Anderson visited need to check the vehicle another shop recently and manufacturer’s recommended noticed that Ford has a new guidelines on all vehicles, eveMike Anderson, ry time. sectioning procedure on that president of vehicle and the roof no “At the end of the day, if Collision Advice longer needs to be replaced. we aren’t researching the In another example, he said one OEM repair procedure every single time we do a repair, we’re not going of the OEMs changed the way the to know when things change,” said bedside panel is installed four differAnderson. “Just because we did it that ent times in 2016. “We don’t know what we don’t way today, does not mean that it will know,” said Anderson. “That’s why we not change in the future.” He often is asked if a shop fixes need to constantly and consistently re-
search OEM repair procedures.” In Anderson’s quarterly survey “Who Pays for What,” conducted in conjunction with CRASH Network, body shops were asked, “How frequently do you research OEM repair procedures at the time you write an estimate?” The percentage of repair facilities that said they research OEM procedures “all of the time” or “most of the time” increased slightly in 2016 compared to the prior year. (See graphic)
shared the following statistic, “According to the World Health Organization, 1.24 million people die in traffic accidents each year. On a global scale, traffic fatalities continue to increase steadily and are expected to become the fifth leading cause of death by 2030, unless countermeasures are implemented.” “We’ve gotten there faster than predicted,” said Anderson. “Last year, people who died as a result of a car accident was the fourth leading cause of
The #1 reason OEMs are up at night A few years ago during a Verifacts conference, Anderson heard a presentation by Rick Leos, formerly of Toyota and now with OPS Trax. Leos
death, above strokes.” The National Safety Council reported there were 40,200 traffic deaths in 2016; this is a six percent increase from the previous year. It is the first
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time since 2007 that more than 40,000 have died in motor vehicle crashes in a single year. Leos also shared research conducted by Toyota highlighting the three main sources of traffic accident fatalities. They include vehicle collisions, traffic lane departures and poor night visibility. In response to these findings, OEM manufacturers have developed accident collision avoidance technology, such as autonomous breaking and adaptive cruise control, to help mitigate these problems. While self-driving vehicles are frequently featured in the media, Anderson said after working with OEMs he found autonomous vehicles are not their primary focus. Instead, their goal is to keep people from dying in car accidents; minimize bodily injuries; improve fuel economy; and include comfort features such as blue tooth and other technology. “We need to understand that car manufacturers are building vehicles to keep people safer,” said Anderson. When he visits OEM manufacturers, Anderson said he always asks the same question: “What is the number one thing that keeps you awake at night as a car manufacturer?” “They’ve all
given the same answer—liability,” said Anderson. “They are all very concerned with ensuring that those vehicles are fixed properly.” He said the only sure fire way to ensure the collision avoidance systems are working properly is to perform a post-repair scan. With cars increasingly more complicated, today most vehicle compo-
nents are controlled by computer software. The lines of code control everything from tire pressure to collision avoidance, braking, backup, steering and other systems. While a Boeing 787 has 14 million lines of code and a 2013 fighter jet has 24 million, the average highend vehicle has 100 million lines of code.
Five takeaways from Mike Anderson’s presentation:
1) Researching OEM repair procedures is mandatory! It is NOT optional anymore. 2) Make sure to obtain authorization from a customer before you scan a vehicle and/or share the data with an insurer, OEM or any third party. 3) Just because an OEM does NOT have a position statement saying you need to scan vehicles, doesn’t mean the OEM doesn’t say it somewhere in the repair information. Research is mandatory. 4) It is NOT just about scanning. It’s about all of the recalibration, re-initializations, reprogramming and other collision repair procedures. 5) Educate your staff and debrief them about the information shared during the webinar.
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“We’re not fixing the cars that our fathers, mothers, grandfathers, uncles and aunts fixed in the past,” said Anderson. “We’re working on a highly complex computerized device.”
How OEMs are addressing pre- and post repair scans Since last year, six vehicle manufactuers have released position statements stating that all their vehicles need to be scanned before they are released back to the customer. They include GM, Honda, FCA (Fiat Chrysler Automobile), Mercedes-Benz, Nissan and Toyota. (The position statements can be found online: www.oemonestop.com.) These six manufacturers represent 61 percent of the market share in North America and are the majority of vehicles coming into body shops today, said Anderson. “Just because other vehicle manufacturers don’t have a position statement, doesn’t mean they don’t believe it needs to be done,” said Anderson. He said while many don’t have a formal position statement on scanning vehicles it clearly states in their OEM repair procedures that scanning needs
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Collision Industry Provides $12M+ to Schools, Students in 2016 Through Collision Repair Education Foundation
In 2016, the collision industry provided over $12 million in donations to high school and college collision school programs through the Collision Repair Education Foundation, an increase of over 13 percent from 2015. Over $60 million has been provided since 2008, when the Education Foundation began its philanthropic focus of assisting collision school programs and students. “In 2016, the Education Foundation made significant strides to help achieve its vision of a collision industry with a sufficient number of qualified, properly trained, and immediately productive entry-level employees to meet current and future Industry needs,” said Clark Plucinski, Collision Repair Education Foundation Executive Director. “Through the collision industry’s generous support, we are able to deliver on our mission to support collision repair school programs and students to connect them with the array of career opportunities across the industry. Working together as an industry ensures that the students graduate and are productive and efficient day one. Thank you for supporting our efforts as we are truly making a difference supporting schools
and students across the country.” The Education Foundation continues to be recognized by Charity Navigator as a Four (out of Four) Star Charity, and returned eight-eight cents of every dollar donated towards supporting the school programs, instructors, and students in 2016. Stacy Bartnik, Collision Repair Education Foundation Board of Trustees Chair from ITW Evercoat said, “On behalf of the Board of Trustees, staff and the collision school programs and students we were able to support, I would like to thank our 2016 donors. We had an incredible year that saw us clearly define our Vision and Mission and establish 16 collision career fairs across the U.S. that were attended by over 4000 students interested in entering the industry. In 2017, we have already developed a statement of need, in conjunction with our industry supporters, to clearly define the steps necessary to achieve our Vision. I would invite companies and individuals to join us in providing support.” For more information, visit www .CollisionEducationFoundation.org.
CARSTAR and Automotive Training Coordinators Partner for I-CAR Gold Certification Process
CARSTAR Auto Body Repair Experts has partnered with Automotive Training Coordinators (ATC) to simplify the I-CAR Gold Classification process for its owners.
“The I-CAR Gold Classification process can be a challenging, timeconsuming and at times frustrating process for our shops,” said Melissa Miller, vice president of operations for CARSTAR Auto Body Repair Experts. “I-CAR Gold is a key component of the EDGE Performance Platform and an area we recognized where we could help our franchisees. Automotive Training Coordinators is able to provide a personalized service allowing our franchise owners and employees to better understand requirements, schedule training, attend training and ensure that the credit is properly posted to their records.” ATC will work closely with the
shop managers, estimating and technician staff to manage their I-CAR requirements by their designated role. Throughout the process, ATC will work closely with management to establish goals, budgets and timelines to Gold Class, OEM or other programs by renewal dates. “We are pleased to become part of CARSTAR Auto Body Repair Experts’ success formula and support their efforts to meet and maintain training requirements,” stated Marie Peevy, owner of Automotive Training Coordinators, LLC. “Engaging ATC is evidence of their determination to succeed.” The goal of the CARSTAR EDGE Performance Platform is to create a culture of learning, meet insurance performance compliance and produce quality repairs. Now in its fourth year, the program is a sequenced process of implementation producing best-in-class people, processes and partnerships to deliver industry leading key performance indicators.
For more information, visit www.carstar .com.
54 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
Continued from Page 50
Who Pays For What?
[dash light],” yet a whopping 44 percent of repairers cited the absence of a dash light as a reason they would skip a post-repair scan. Some insurers may not be getting the message, either; the third most common reason shops gave is that insurers don’t want to pay for a post-repair scan (and even fewer want to pay for a pre-repair scan). Anderson said he’s even heard some insurers say that if no trouble codes are identified in a scan, the insurer shouldn’t have to pay for it at all. But as Anderson argued this past fall, “If your child got hurt at the playground, and you went to the hospital and they x-rayed your child’s leg and found it was okay, does the health insurance still cover the x-ray? The answer is yes, because it’s the only way to make sure nothing is wrong.” The other three “Who Pays for What?” surveys conducted each year focus on body labor, refinish labor, and frame and mechanical labor. Shops can take the current survey (or sign up to be notified about future
surveys) at https://www.crashnetwork .com/collisionadvice. The surveys each take about 15-20 minutes, and should be completed by the shop owner, manager or estimator who is most familiar with the shop’s billing practices and the payment practices of the largest national insurers. Individual responses are not released in any way; only cumulative data is released. At the website, shops also can download the results of previous surveys, reports that break the findings down by region, by insurer and by DRP vs. non-DRP. The reports also include analysis and resources to help shops better understand and use the information presented.
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3M Automotive Aftermarket Division Deploys New Mobile D.E.M.O. Trailer 3M Automotive Aftermarket Division recently introduced a traveling interactive display trailer and educational classroom, featuring the latest in 3M collision repair technology. The 46foot long Demonstration & Education Mobile Operation (D.E.M.O.) trailer is out on tour visiting trade shows, distributors, collision shop customers and other major events.
On location, the DEMO unit expands into different live workstations, including body repair solutions, adhesives, coatings & sealers, paint prep, painting and paint finishing. Featured
product systems include the Accuspray™ Spray Gun System with PPS™ Paint Preparation System, to the new Total Automotive Sanding System, Cubitron™ II abrasives, Dynamic Mixing System, advanced power tools and more. The D.E.M.O. trailer made its debut at the Sherwin Williams National Meeting in Orlando and Premiere Auto Supply Open House in Miami, where, combined, more than 500 people took part in the mobile learning experience. The trailer gives customers the opportunity to try out 3M’s industry leading tools and product solutions.
CCC Information Services Inc. Publishes 2017 Crash Course Report
CCC Information Services Inc. (“CCC”) has announced today the availability of its 2017 Crash Course, an in-depth report that focuses on the trends and business drivers within the automotive collision industry. This year’s report, “It’s Happening,” ex-
amines the vast technological and digital advancements being broadly embraced by consumers and incorporated into today’s vehicles, and their impact on the automotive claims, collision repair, parts, casualty, and automotive manufacturing industries. Crash Course is compiled using research and information from a wide range of sources and an aggregated set of data from CCC’s data warehouse, which includes approximately 180 million claims worth of information.
“In this year’s report, we look at how rapidly changing technology is driving change for the consumer, the vehicle, the insurer, the repairer, the parts provider, and the manufacturer,” said Susanna Gotsch, Lead Industry Analyst, CCC. “The growing number of digital connections being created means greater access to information. This information brings an even greater understanding of the end customer and creates operational transparency and insights into new risks and opportunities for the companies that serve them. We explore how many of these technologies are playing a key role throughout the automotive ecosystem, and how businesses are responding.” To explore these topics and their impact, several CCC subject matter experts have contributed to an expanded report. The Crash Course report also provides in-depth analysis on repair costs, telematics, casualty trends, and myriad other factors that contribute to the performance of the industry. To download the 2017 Crash Course report, visit www.cccis.com /crash-course-2017.
56 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
The unit also includes a full classroom where collision repair professionals can learn the latest repair techniques, standard operating proce-
dures and more, as well as earning ICAR continuing education credits. “Our team has put a lot of time an effort into the new mobile unit,” said Dale Ross, U.S. marketing operations manager for 3M Automotive Aftermarket Division. “We believe that when a customer has an opportunity to pick up a 3M tool, or try out one our breakthrough Cubitron II abrasives for themselves, or spray with PPS™ and Accuspray firsthand, they will see the difference and won’t want to use anything else. We are proud to have a great new way to bring all that 3M has to offer to more customers.”
PPG Debuts TouchMix® XI Touchscreen Computer
PPG has launched its state-of-theart TOUCHMIX® XI computer, the first of three advanced tools that will make up PPG’s new branded Color Solutions product line known as XI. A PPG exclusive, this robust WINDOWS® OS computer is designed to provide easy navigation of PPG’s PAINTMANAGER® software program to reduce mixing room complexity and allow technicians to work more efficiently. “This is a highly significant technological leap in color solutions,” said John Beran, director, refinish global color IT. “By linking this remarkable self-contained unit with our PaintManager system, we’ve developed a secure and compact solution for the most demanding collision center environments.” According to Beran, the TouchMix XI unit features plug-and-play functionality, an easy-to-clean 15” glass color touchscreen and a paintresistant finish. Its small footprint permits it to be configured in several ways: stand-, pole- or wall-mounted with no external computer or keyboard required. For more information, visit www.ppgrefinish.com.
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Polyvance Releases R08 PPE+PS Plastic Welding Rod Polyvance recently released its latest plastic welding rod to match plastics on some newer vehicles, the R08-01 PPE+PS. Polyphenylene Ether + Polystyrene (PPE+PS) is an engineering plastic that is used on some automotive interior and exterior applications. This plastic is quite rigid and may be glass-filled for greater strength. In the US and western Europe, it is marketed mainly by Sabic Industrial Plastics under their Noryl brand name. Using its in-house plastic extrusion line, Polyvance has extruded an injection-molding grade Noryl PPE+PS resin in a 1.8” diameter round profile, black in color. The rod is available for immediate sale. Polyvance offers the world’s largest variety of plastic welding rod materials, profiles, colors, and package sizes. The new R08 PPE+PS joins recently-added materials such as R13 PET, R14ASA, and R15 PPE+PA (GTX) plastics. For more information, visit www .polyvance.com.
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WIN 2017 Conference Registration Opens, Agenda Announced by Chasidy Rae Sisk
The Women’s Industry Network (WIN®) opened registration for its 2017 Educational Conference on February 15 for association members. This year’s conference is entitled “Be Extraordinary with Balance, Purpose and Results” and will take place in Denver, CO on May 8-10, 2017. Association members can enjoy an early-bird discount by registering to attend WIN’s 2017 Educational Conference by Wednesday, March 15. After that date, registration costs will increase to the standard rate of $475 for members and $650 for nonmembers. As always, WIN’s agenda is packed full of informative sessions for collision repair professionals as well as a variety of networking opportunities. The conference begins at 1PM on Monday with “New Member Orientation” which will be followed by an “Opening General Session: WIN Welcome.” Traci Brown will kick off the educational sessions with “Unspoken Keys to Success,” with Kevin Wolfe’s “Path of Choice” afterwards. At 5PM, WINners will engage in a Scavenger Hunt, complete with an
awards ceremony and refreshments. Monday evening will conclude with “Magical Thinking: Find the Extraordinary by Imagining the Impossible,” presented by Dennis Watkins from 7:45-8:45PM. Tuesday’s events will commence at 7AM with WIN’s Scholarship Industry Walk which benefits the association’s scholarship fund.
After breakfast, Keynote Speaker Chuck Gallagher will present “Positive Choices for Business Success – The Ethics of Excellence.” Tuesday morning’s educational sessions conclude with Jody DeVere’s “Motivating Successful Women Leaders.” On Tuesday afternoon, conference attendees will choose two of the following three breakout sessions: “The Importance of OEM Certification” by Scott Biggs, “Managing For more information about WIN and Promote your business Ourselves and Our Energy Level”withits 2017 Educational Conference, visit presented by Alison Young, andfeaturing Jody https://www.womensindustrynetwork an exclusive article DeVere’s “Why It Is So Important to .com. your products or services. Original BMW Parts
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Attract, Hire and Retain Women Employees.” Festivities on Tuesday evening will center around WIN’s Most Influential Women (MIW) and Scholarship Award Ceremony and Gala Dinner. During this event, WIN will honor its 2017 MIWs for their contributions to the collision repair industry, in addition to recognizing this year’s WIN scholarship recipients. The final day of WIN’s 2017 Educational Conference will begin with “Creating a Customer Care Culture, and Finding and Inspiring a Staff to Support It” which will be presented by Steve Trapp and Regina McDonald. At 9:35AM, a networking event entitled “An Opportunity to Work on You!” will be facilitated by Liz Stein, Kathy Mello and Blair Womble. The last educational seminar of this year’s conference will be Mike Jones’ “Creating a Better Version of Yourself” which precedes WIN’s “Closing Session” with the conference concluding at noon.
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I-CAR Announces 2017 International Board of Directors, Presents Joe Laurentino With Founder’s Award I-CAR announced its 2017 International Board of Directors and Executive Committee following its strategic planning session and annual membership meeting in La Jolla, California held during the week of March 6. The Board of Directors is comprised of representatives from each of the following six industry segments: collision repair; insurance; OEM vehicle manufacturers; equipment, tools, and supplies; education, training, and research; and related industry services. James Roach (American Honda Motor Company) will lead as Chair of the Executive Committee. In addition, the following will serve on the Executive Committee: Timothy O’Day, Gerber Collision & Glass (Vice Chair); Ron Vincenzi, Oakland Auto Body, A Cook’s Collision Company (Treasurer); Mark Woirol, Tech-Cor (Secretary); Kyle Thompson, USAA (Member-AtLarge); Mark Allen, Audi of America (Member-At-Large); and Joseph Laurentino, National General Insurance Company (Immediate Past Chair). The remaining Directors include – Mark Algie, 3M; Stacy Bartnik, ITW Evercoat, Education Foundation Representative; John Donley, IAnet;
John Eck, General Motors Company; Daniel Friedman, Enterprise Holdings; Jim Guthrie, Car Crafters Inc.; Tim Hession, GEICO; Robert Hills, Universal Technical Institute (UTI); Sandee Lindorfer, Allstate Insurance Company; Richard Perry, Chief Au-
tomotive Technologies; Roy Schnepper, Butler’s Collision Inc.; Randy Stabler, Pride Collision Centers Inc.; Marcy Tieger, Symphony Advisors LLC; Gary Wano, GW & Son Auto Body, Inc.; and Michele Wyatt, Mutual of Enumclaw Insurance Company. Jim Roach, Chair of the I-CAR International Board of Directors stated, “Every vehicle owner expects that their collision-damaged vehicle will be properly and safely repaired. Our industry is obliged to meet these expectations. And an ever-changing and more sophisticated vehicle technology compels I-CAR to work even harder to
make sure that our Industry has the information, knowledge and skills required to perform complete, safe and quality repairs. The I-CAR Board of Directors is resolutely committed to this important goal.” The overall strategic direction for I-CAR is set by the Board of Directors. In addition, the Board of Directors also assists in obtaining resources in support of the I-CAR Mission. Joe Laurentino Given Founder’s Award. Joe Laurentino, Immediate Past Chairman of the I-CAR® International Board of Directors, was awarded the Founder’s Award for his dedication and service to I-CAR at the event. Laurentino has served on the ICAR International Board of Directors since 2010, serving in various roles on the I-CAR Executive Committee before serving as Chairman in 20152016. “It has been an honor to serve on the I-CAR Board of Directors during these exciting yet challenging times,” said Laurentino. “The pace of technological change will continue to accelerate in the coming years and I am confident that I-CAR is uniquely po-
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There is Still Time to Support 3M’s Hire Our Heroes Fundraiser
There is still time to support military veterans and their families through the 3M Hire Our Heroes program and purchase the second annual 3M Hire Our Heroes Calendar for 2017. In partnership with the 3M Automotive Aftermarket Division (AAD), the Collision Repair Education Foundation (CREF) announced it has donated more than $750,000 since 2013 to be used toward scholarships and tool grants for more than 210 military veterans and their families through the 3M Hire Our Heroes program. Shops interested in participating in this program can acquire a 2017 Hire Our Heroes Calendar with a $200 donation online. In 2017, 3M AAD and CREF are marking the fifth year of the program, and continuing an innovative way for shops to get involved, both organizations will be facilitating the second annual 3M Hire Our Heroes Calendar for 2017. With the $200 donation, designated to the 3M Hire Our Heroes fund, shops not only give to a worthy cause, they will also receive the commemorative calendar which contains approximately $1,700 worth of monthly deals on 3M products. In
2016, this initiative raised $210,000 for scholarships and tool grants distributed to military veterans and their family members who are studying collision repair. Those who make a $200 donation will be able to take advantage of exclusive free product offers on a wide array of 3M products, such as the 3M™ PPS ™ Sun Gun™ II light kit, 3M™ Power Tools, 3M™ Masking Tape, 3M™ Cubitron™ II abrasives, and other 3M™ products. This year, a bonus offer has been added: When a shop participates in all 12 months of promotional offers, they will qualify to receive a sample of new products introduced by 3M AAD in 2018. The first 500 people to make the $200 donation will also receive, in addition to the calendars, a Hire Our Heroes replica hood designed by automotive designer Chip Foose. Each month, shops receive an email with the information they need to redeem the coupon for the free products, based on their qualifying purchases and made on one invoice.
For more information, please visit www.collisioneducationfoundation.org
58 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com
sitioned to meet the training and informational needs of our industry.” He is currently Vice President, Material Damage for National General Insurance Company (NGIC) where he is responsible for developing and refining national material damage philosophy, structure, objectives, and best practices. He oversees the management of all material damage personnel, contracted vendors and partners, and provides industry insight and direction to the senior management group and business leaders. Laurentino is a CIC Gold Pin Member and serves on a variety of industry committees and advisory boards. In addition, he is I-CAR Platinum™ and participates in a variety of other volunteer activities within his community. “It is an honor to present the Founder’s Award to Joe Laurentino,” said Roach. “Over the years, Joe has consistently been nothing less than an indispensable asset to the I-CAR Board of Directors, serving always with total commitment to the I-CAR Mission and Vision.”
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Sherwin-Williams Announces 2017 Second Quarter Training Schedule
Sherwin-Williams Automotive Finishes has announced its second quarter training schedule starting in April
succeed in the automotive collision repair industry. Shop owners, managers, painters and technicians will learn
through June, 2017, with classes to be held at its training centers across the country. These training sessions provide participants with the skills needed to
through a combination of classroom, web and hands-on training settings. For more information, visit www .sherwin-automotive.com/refinish /training-support/.
SCRS Education Committee Presents on “Kool Tools” from SEMA Show
On January 11th, the Society of Collision Repair Specialists (SCRS) held an open board meeting in Palm Springs, California which included a presentation from the SCRS Education Committee providing an overview of “Kool Tools” and unique products for collision repair businesses. The March print issue of Autobody News has an in-depth Kool Tools article written by Toby Chess. The source for timely The presentation, led by cominformation that every mittee member Toby Chess and committee chairman Kye Yeung, body shop needs! was the latest in what has become an annual800-699-8251 presentation during the JanCALL uary meetings. The presentation is inspired by the wide range of products and offerings exhibited during Mail Subscription the SEMA Show in Las Vegas, Nevada. Each year, the Education Com-
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mittee searches the SEMA Show for unique tools, equipment and offerings to the collision repair industry that they feel provide notable value in fixing today’s damaged vehicles. The products are often personally purchased by presenters Yeung and Chess, and putyour to usebusiness in a working Promote with collision repair environment to see an exclusive article featuring how they - and the technicians in the or services. shopyour - likeproducts the products. Products that leave an impression on the committee are included in a live presentation at the SCRS open meeting in January. Watch the “Kool Tools” preCall for SEMA details! sentaion at the 2017 show at: http://bit.ly/kooltools2016 For 800-699-8251 more information about SCRS, or to join as a member, please visit www.scrs.com, call toll free 1877-841-0660 or email info@scrs .com.
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2017 MSO Symposium Registration is Open, Agenda Released
The MSO Symposium has announced that registration is open and the agenda has been released for the 2017 event. The sixth annual MSO Symposium, co-located with NACE Automechanika in Chicago, will take place Wednesday, July 26 at the Hyatt Regency McCormick Place. The agenda is as follows: 12:00 - 1:00: Luncheon 1:00 - 1:30: Industry Update presented by Vincent Romans, Brian Sullivan 1:30 - 2:15: Insurer Panel - moderated by Marcy Tieger, the panel will address the developing gap between car manufacturers and insurers as recommended repair procedures, vehicle scanning, onboard telematics, and repairability take center stage 2:15 - 3:00: OE Panel - moderated by Marcy Tieger, this panel will provide a perspective from the manufacturer’s standpoint of recommended repair procedures, vehicle scanning, and new technology 3:00 - 3:30: Refreshment Break - sponsored by BASF 3:30 - 4:10: MSO Panel - moderated by John Walcher, this panel will address challenges facing MSOs
including technology, scan tools, equipment, supplier consolidation, and staffing 4:10 - 4:50: MSO Panel II - this panel will cover OE certification and training, with leadership representing small, midsize, and large MSOs 4:50 - 5:30: Legislation and Regulation - Bob Redding will discuss how the new administration will affect business for the collision repair industry and insurers, as well as what legislation will have the greatest impact on business 5:30 - 7:00: Private MSO Symposium Reception - sponsored by PPG. “This is the only event that is exclusive to MSOs, insurance executives, and the strongest independent operators in the collision repair industry,” said Dan Risley, ASA president and executive director. Individuals must qualify to attend the MSO Symposium. The Symposium is exclusively attended by high-growth MSOs, owners of large independent repair shops, and property & casualty insurance company executives. For information and to register, please visit stonefortgroup.com/mso2017/register.
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Equipment and Tool Institute Releases Position Statement on Pre- and Post-Repair System Scanning The Equipment and Tool Institute has released the following position statement: The Equipment and Tool Institute (ETI) fully agrees with the process of the pre- and post- systems scan position many in the industry are taking. The electronic safety systems on today’s vehicles are very important for occupant safety and must be checked after a repair for proper functionality. The pre-scan is now necessary for the repair facility to be able to help scope and estimate the repair processes required for a safe and complete repair. This is an important concern for collision repair providers as the vast majority are not OEM dealership facilities. The need for affordable access to the tools that are essential to perform safe, complete and accurate repairs is extremely important. It is unlikely most shops will be able to justify the purchase cost of multiple OEM scan tools for this procedure since independent body shops work on a great variety of OEM’s vehicles. Thus, the importance of having accu-
rate, timely and affordable OEM scan tool data provided to the aftermarket to ensure our members have the information necessary to fully emulate the factory tool functions.
While we understand that many of the manufacturers do not know the capabilities of all the aftermarket scan tools, we know that many of the higher quality aftermarket tools provide the needed and necessary functions to complete a pre- and post scan properly for a majority of the vehicles they currently service. Data for the development of aftermarket scan tools is provided directly to scan tool manufacturers as agreed by previous contracts in the US so as to be able to fully emulate the factory tool. Many OEM’s provide this information in an affordable, accurate and timely manner. Yet some
OEM’s are less forthcoming and either restrict access to important data or price it at unaffordable levels. These access issues continue to plague the industry. ETI has no concern with repairers utilizing OEM tools when they are available and endorses their use in situations where they may be needed e.g. vehicles in their early years of service, where coverage may not be implemented in the current aftermarket tool release. For more information, contact ETI Executive Manager, Greg Potter, at gpotter@etools.org or 248656-5080. Founded in 1947, the Equipment and Tool Institute is a trade association of automotive tool and equipment manufacturers and technical information providers. ETI’s mission is to advance the vehicle service industry by providing technical data and open dialog between the manufacturers of transportation products, government regulators and the providers of tools, equipment and service information.
Accepting Nominations for the 2017 Mort Schwartz Excellence in Education Award
The Auto Care Association Education Committee is now accepting nominations for the 2017 Mort Schwartz Excellence in Education Award. The Mort Schwartz Excellence in Education Award is given to the person, company or educational institution that best advances the concepts and programs for education or continuing education in the North American auto care industry. Nominations should be submitted for their innovation, advancement or superlative efforts in education and training programs, or scholarship fundraising efforts. All Auto Care Association member companies and employees are eligible to submit a nomination. The winner will be selected by the Auto Care Association Education Committee, and presented during the 2017 Fall Leadership Days, Sept. 7, in San Francisco, CA. Submit a nomination by April 21, 2017. Use the online application form available at www.autocare.org /mort-schwartz-award/. The online application format enables applicants to enter, save and re-access text, attach documents and include internet links.
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March 31 Deadline for Applications for NABC Executive Director
The National Auto Body Council has announced last call for applications for its Executive Director position. The deadline is March 31. The NABC search campaign is to fill the vacancy created by the upcoming retirement of NABC founder and current Executive Director Chuck Sulkala by the end of 2017. The executive director position reports to the NABC Board of Directors and works collaboratively with the Board to implement NABC’s strategic annual goals. Responsibilities include oversight over NABC’s daily operations, membership, fundraising, marketing, finance and revenue growth. A detailed position description is available on the NABC website. Interested candidates should email resumes to Mike McManus at NABC office (m.mcmanus@autobodycouncil.org) with copies to Nick Notte (Nick.Notte@i-car.com) and Renee Ricciotti (rcricciotti@ mmm.com), co-chairs of the NABC Personnel Committee.
Women’s Industry Network Announces Winners of the 2017 Most Influential Women in Collision Repair Award
The Women’s Industry Network (WIN®) recently announced this year’s honorees for the Most Influential Women (MIW) of the collision repair industry award for 2017.After reviewing nominations and interviewing a number of amazing women, three inspiring industry leaders were selected to receive MIW honors:
● Cristina Fronzaglia-Murray, Manager of Marketing Communications, Automotive Refinish, PPG, Strongsville, OH ● Renee Ricciotti, Sales and Marketing Manager, 3M Automotive Aftermarket, St. Paul, MN ● Elizabeth Stein, Vice President of Industry Relations, Assured Performance Network, Laguna Hills, CA “As WIN celebrates being 500 members strong just 10 years after its founding, the 2017 MIW nominees showcased the geographic, functional and sector diversity of women who are shaping the future of collision repair,”
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this prestigious award.” Established in 1999 and under WIN stewardship since 2013, the Most Influential Women program has recognized over 80 women for their professional accomplishments and for going beyond requirements of their positions to give back to their communities. “The recipients have been a positive influence within the industry and their local communities,” said Cheryl Boswell, Chief Financial Officer at DCR Systems, LLC, 2015 MIW Honoree and Co-Chair of the 2017 MIW Committee. “This award recognizes those women who not only excel within their own companies, but who are also active in mentoring others to help them advance within our industry. It is an honor to work among these amazing women who continue to elevate this industry and who lead by example.” When the 2017 WIN Educational Conference convenes in Denver, Colorado, on May 8-10, 2017, past and current MIW honorees will be celebrated during a gala awards reception. Registration for the conference and the MIW dinner is now open. For more information, visit www.womensindustry network.com
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stated Sandra Herron, Owner of MiddlEdge, Inc. “This year’s award winners have blazed new trails for women in the industry. Each has a remarkable track record of creating company value, developing industry talent and serving both her local community and the collision repair industry.” Herron’s consulting firm was contracted as a third-party entity to interview the nominees and select this year’s honorees based on specific criteria established by the WIN Board of Directors. The Most Influential Women award recognizes women who have enriched the collision repair industry with their leadership, vision, and commitment to excellence. “Having been with WIN since its inception in 2006, it is wonderful to see first-hand how the MIW program has evolved and grown and how perfectly it aligns with WIN’s mission to ‘enhance the role of women in the industry,’” stated Petra Schroeder, WIN Chair. “Every year, I am truly amazed by the diversity of every nominee’s talent and industry involvement. It is my honor to extend heartfelt congratulations to Cristina, Renee and Elizabeth (Liz) for winning
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to be done to repair the vehicle. Last year during the NACE conference, Kristen Felder of Collision Hub, filmed a video featuring six car manufacturers—Audi, Chrysler, GM, Honda, Nissan and Toyota—and two insurers who were asked if a vehicle needs to be scanned even if it’s unoccupied and there isn’t a dash earning light. “They all said yes,” said Anderson. The video can be accessed on www.collisionadvice.com. Anderson offered various examples throughout the webinar of specific repair procedures that are required by manufacturers. In addition to scanning every vehicle, he said collision repairers need to pay attention to recalibrations, re-initializations, reprogramming,
whether some of the bumper covers can be repaired and refinished, and other collision repair procedures. He also stressed the importance of ensuring a shop has permission from the customer to scan the vehicle and share the information with third parties such as an OEM manufacturer or insurer. He recommended having a thorough authorization form for customers to sign. Collision Diagnostic Services has a sample authorization form available on their website www.astech.com under Resources that can be used as a framework. Anderson suggested having an attorney review it to ensure it is binding according to a shop’s specific state laws. For more information and questions, contact Mike Anderson: mike@ collisionadvice.com; cell 301-5353333 or Tiffany Driggers: tiffany@ collisionadvice.com; cell 703-8980715 or visit www.collisionadvice.com.
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