Northeast June 2017 by Autobody News

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Automotive Attorney Erica Eversman Discusses Shop Liability and Protection by Chasidy Rae Sisk

On Tuesday, April 18, AASP-PA hosted a presentation during CIC Week in Pittsburgh, PA, featuring Vehicle Information Services Chief Counsel Erica Eversman. Her presentation focused on the liabilities shops are exposed to currently, how shops can protect themselves and tips on getting paid for proper repairs. Eversman took time to discuss some of the key points of her presentation with Autobody News. “The most important thing for shop owners to remember is that they are the professionals. They are responsible for making decisions, and they are

subject to the burden of resolving issues with the consumer or insurance companies, whether it’s related to imitation parts or something else. If it’s not a safety concern; the customer can make some decisions, but shops need to stand firm on safety issues,” Eversman said. Referring to Berg v. Nationwide Insurance, a 2012 Superior Court of Pennsylvania case that handed down a sweeping decision that broadly interprets insurance bad faith under Section 8371, Eversman recounted the horrific tale of a newly leased Jeep Cherokee which the shop declared a total loss; however, the claim representative arSee Erica Eversman, Page 19

Axalta and NASCAR® Legends Open New Customer Experience Center in Concord, NC by Autobody News Staff

In Concord, North Carolina, the industry had the opportunity to get a first-hand look at Axalta’s new Customer Experience Center during the grand opening on May 16. Axalta Coating Systems held a press conference and tours of the fa- (l to r) Rick Hendrick of Hendrick Automotive Group and cility as part of the event, which Jim Muse, director of sales Axalta Coatings Company was officiated by Charlie Shaver, Axalta chairman and CEO, and owner of 12-time NASCAR® Cup SeMichael Carr, Axalta president-North ries champion Hendrick Motorsports America. Special guests included Jeff and founder/chairman of Hendrick Automotive Group. Gordon, four-time NASCAR® Cup See Axalta and NASCAR, Page 28 Series champion and Rick Hendrick,

VOL. 8 ISSUE 3 JUNE 2017

CIC Task Force Explores What “Secure Share” Will Mean for Exchange of Estimate Data

ing system, or third-parties like CSI providers, parts locating services, rental CCC Information Services’ newly- car companies, etc. launched “Secure Share” generated Under the current data-exchange both questions and criticisms at the method, a CCC ONE user can transfer Collision Industry Conference (CIC) that data to others using a standardheld in Pittsburgh, PA, in late April, ized “Estimate Management Standard although no company representative (EMS)” file. In many cases, those third-parties have—with a was there to respond. shop’s permission—placed a A new CIC task force “data pump” on the shop’s held a panel discussion related server to automatically pull to the new data-sharing systhe EMS files the shop has tem, and though CCC chose agreed to share. not to attend (citing antitrust concerns), it did send a fourCCC’s “Secure Share” changes this arrangement in page response to questions Frank Terlep several key ways. First, it posed by the task force. “Secure Share” went “live” in early will transfer the data using a “Business Message Suite (BMS)” file, viewed by April (www.cccsecureshare.com), representing a significant change in terms many in the industry as a positive of how shops using CCC’s estimating change. The industry-developed BMS system can share estimate information standard in theory gives users more See CIC Task Force, Page 18 with a shop management or paint mix-

by John Yoswick

How a NY Body Shop Owner Revamped His Business After Arrest and Charge Dismissal by Stacey Phillips

In Staten Island, New York, the owners of Barry’s Auto Body said they are always willing to go to bat for their customers. Barry Crupi and his sister Michele run the family-owned business, which was established in 1986 by Barry Crupi Sr. with two employees and a three-bay garage. Over the years, the collision repair shop has grown to include 20 employees and 16 repair bays. Since Staten Island does not have a subway system, residents are very dependent on their vehicles. The Crupis said they take pride in educating customers about their rights so they can make informed decisions about repairing their vehicles. This began after Crupi uncovered that a large insurance company was shortchanging customers on repairs. Crupi

went public with his claim and in 2009 the insurance company filed a complaint against him. Crupi and

Family and friends helped celebrate the Kings of Staten Island award from Star Networking Group NYC. Barry Crupi (center), and his mother Candace and father Barry Sr. on right and sister Michele with her daughter Briana on left

some of the employees were arrested but the case was ultimately dismissed. Since then, the team has revamped the award-winning shop, built a loyal cusSee Revamped Business, Page 20

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2 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

REGIONAL

AASP/NJ Honored at SCRS Awards Luncheon . 6 ASA-CT March Meeting Features State Tech

School Presentation . . . . . . . . . . . . . . . . . . 6

Attanasio - Long Island, NY, Shop Owner

Creates Graffiti Mansion . . . . . . . . . . . . . . 52

Automotive Attorney Erica Eversman

Discusses Shop Liability and Protection . . . 1

Yoswick - Flashback: Panel Calls for End

of ‘Funny Time’ – Two Decades Ago… . . . 34

NATIONAL

10 Myths About Autonomous Vehicles

from “Driverless: Intelligent Cars and

the Road Ahead” . . . . . . . . . . . . . . . . . . . . 4

asTech™ Launches New [Online] Sales Page . 30

Baby Born in Body Shop Lot on Side of

Attanasio - Elite Electronics Gives Body Shops

Caliber Collision Food Drive in NJ . . . . . . . . . 10

Auto Care Careers Offers On-Campus

CCCTC Collision Repair Students Help

Trap A Bear . . . . . . . . . . . . . . . . . . . . . . . . 8

From Sheet Cake to Sheet Metal . . . . . . . . . . . 8

Masked Duo Rob Queens Body Shop

at Gunpoint, Flee with $2,800 . . . . . . . . . . 11

National AutoBody Research Launches VRS

an In-House Mechanical Department . . . . 66 Recruiting Opportunities . . . . . . . . . . . . . . 70

BASF names VisionPLUS Performance

Groups’ Shops of the Year . . . . . . . . . . . . 30

BASF supports WIN as 2017 Gold Sponsor . . 76 Chevrolet Sees Spike in OnStar Spanish

Requests . . . . . . . . . . . . . . . . . . . . . . . . . 70

Labor Rate Survey in State of New York . . . 6

CIECA Project Focuses on Adding Scans

Customers . . . . . . . . . . . . . . . . . . . . . . . . 74

Honda Kicks Off New Quality Repair

Safety Systems and Post Collision

I-CAR® Initiative to Improve Learning

PA Body Shop Owner Said to be Scamming

Sisk - LIABRA and ABCG Host GM Advanced

Service and Repair Seminar . . . . . . . . . . . 12

The Only Woman Competing Against 21 Men

Takes Second Place in SkillsUSA . . . . . . . 14

Toyota’s CRR Training Center in NJ Hosted

to BMS. . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Campaign . . . . . . . . . . . . . . . . . . . . . . . . 24

Experience . . . . . . . . . . . . . . . . . . . . . . . . 27

I-CAR® Welding Training & Certification

Now Required for State Farm™ Select

Service® Repairers . . . . . . . . . . . . . . . . . . 74

Open House on April 26 . . . . . . . . . . . . . . 16

New OnPart PartsTrader Integration

In Alleged Insurance Scam . . . . . . . . . . . . . 3

Plans Coming Together for WIA July

in New Paltz Hit-And-Run Case. . . . . . . . . 16

PPG Certification Training Programs

Two Charged with Lawrence, MA, Car Fires Walden Man Faces Prison Time After Plea

COLUMNISTS

Chess - Know the Terms: Scanning, ESC,

SAS’s and ADAS? If Not, Read On… . . . . 38

Phillips - How A Customer Waiting Room

Helps Pass the Time & Shows Your Shop

Goes the Extra Mile . . . . . . . . . . . . . . . . . 33

Phillips - Industry Veteran Introduces MARP Methodology to Assess Structural

Now Available . . . . . . . . . . . . . . . . . . . . . 53

Conference . . . . . . . . . . . . . . . . . . . . . . . 72 Keep Techs on Top . . . . . . . . . . . . . . . . . . 76

PPG Issues Statement Regarding May 6

Proposal to Combine with AkzoNobel . . . . 11

SCRS Education Committee Presents Video

on Scanning, Diagnostics and Calibration. . 72

Sherwin-Williams I-CAR Certification Course . 19

Sisk - Houston Student’s School Performance Improves After Obtaining Job at CREF &

ASE’s Career Fair . . . . . . . . . . . . . . . . . . . 18

Automotive Realignment. . . . . . . . . . . . . . 36

Snapsheet Applauds Allstate’s Focus

2017 Educational Conference Keynote

The Dropout Who Branded a Sauce: Auto Body

Sisk - Choice and Consequence: WIN’s

Presentation… . . . . . . . . . . . . . . . . . . . . . 56

Sisk - WIN 2017 Educational Conference Features Presentation on “Customer

Care Culture”… . . . . . . . . . . . . . . . . . . . . 60

Sisk - WIN Seminar: Creating a Better

Version of Yourself with Mike Jones… . . . 59

Sisk - WIN’s Extraordinary 2017

Educational Conference… . . . . . . . . . . . . 62

on Mobile Claims Settlement . . . . . . . . . . 26

Owner-Trainer Spices it Green. . . . . . . . . . 44

Two Axalta Coating Systems Global Refinish

Brands Re-approved by BMW for 2017. . . 30

Why Autonomous Vehicles are Suddenly Taking Off and the Implications for

Body Shops . . . . . . . . . . . . . . . . . . . . . . . . 4

Women’s Industry Network Announces

Winners of 2017 Scholarship Program . . . 79

fires were set intentionally and damage was estimated at over $100,000. Lawrence Fire Chief Brian Moriarty said four vehicles were set on fire outside the dealership’s collision shop area. Two other vehicles suffered heat damage. Moriarty said in February that he could see the suspects deliberately setting the fires. Medina is scheduled to be charged. Demers was charged and has been ordered to stay away from Commonwealth Motors. A pretrial hearing for Demers has been set for June 5.

Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Contributing Writers: David Brown, John Yoswick, Janet Chaney, Toby Chess, 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 Digital Marketing Manager: Cass Heckel Art Director: Rodolfo Garcia Graphic Designer: Michelle Lucas Accounting Manager: Pamela Cate

Indexof Advertisers

Rt. 1 in South Brunswick, NJ . . . . . . . . . . 10

Two men have been arrested in connection with deliberately setting fire to several cars at a Lawrence car dealership. Lawrence Police say that Sean Demers, 36, of Dracut, and Alberto Medina, 43, of Methuen have been charged with four counts each of burning cars at Commonwealth Motors in what police say was an alleged insurance scam. Both men have also been charged with breaking and entering. Investigators determined that the

Acura of Westchester . . . . . . . . . . . 56 AIRCOM USA, Inc . . . . . . . . . . . . . . 20 Amato Agency . . . . . . . . . . . . . . . . 54 Atlantic Hyundai . . . . . . . . . . . . . . . 47 Audi Wholesale Parts Dealers . . . . 73 Axalta Coating Systems . . . . . . . . . . 2 Bergey’s Wholesale Parts . . . . . . . . 35 BMW Wholesale Parts Dealers . 68-69 Cadillac of Mahwah . . . . . . . . . . . . 52 CarcoonAmerica Airflow Systems. . 22 Central Avenue Chrysler-JeepDodge-Ram. . . . . . . . . . . . . . . . . 26 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 37 ChemSpec USA, LLC . . . . . . . . . . . 28 Classifieds. . . . . . . . . . . . . . . . . . . . 78 Collision Equipment Consulting, Inc. . 6 Colonial Automotive Group . . . . . . 55 Dent Magic Tools . . . . . . . . . . . . . . 12 Dominion Sure Seal, Ltd. . . . . . . . . 14 ECS Automotive Concepts . . . . . . . 30 Empire Auto Parts . . . . . . . . . . . . . . 24 Equalizer Industries, Inc . . . . . . . . . 46 Eurovac, Inc. . . . . . . . . . . . . . . . . . . 30 Fitzgerald’s Lakeforest HyundaiSubaru. . . . . . . . . . . . . . . . . . . . . 65 Ford Wholesale Parts Dealers . . . . 74 Fred Beans Parts . . . . . . . . . . . . . . 80 Fuccillo Kia of Schenectady . . . . . . 61 GM Wholesale Parts Dealers . . . . . 71 GYS Welding USA. . . . . . . . . . . . . . 34 Healey Brothers . . . . . . . . . . . . . . . 21 Heritage Chrysler-Jeep-DodgeRAM Owings Mills . . . . . . . . . . . . 18 Herkules Equipment Corporation. . 42 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . . . . 40-41 Hyundai Motor America . . . . . . . . . 15 Hyundai Wholesale Parts Dealers . . 79 Infiniti of Norwood. . . . . . . . . . . . . . 59 Insta Finish Car Care . . . . . . . . . . . 25 Kenny Ross Wholesale Parts . . . . . . 5 Kia Motors Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 75 Killer Tools & Equipment. . . . . . . . . 45 Koeppel Mazda . . . . . . . . . . . . . . . . 48 Lancer Insurance Company . . . . . . 27 Long Automotive Group . . . . . . . . . 64 Lynnes Auto Group. . . . . . . . . . . . . 57

Serving New York, New Jersey, Pennsylvania, Delaware, Maryland, Northern Virginia, Connecticut, Rhode Island, Massachusetts, Maine, New Hampshire, Vermont 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.

Northeast

Contents

Two Charged with Lawrence, MA, Car Fires In Alleged Insurance Scam

Autobody News P.O. Box 1516, Carlsbad, CA 92018 (800) 699-8251 / (760) 603-3229 Fax www.autobodynews.com / Email: news@autobodynews.com

Malouf Chevrolet-Cadillac. . . . . . . . 16 Mazda Wholesale Parts Dealers . . . 70 McGovern Chrysler-Jeep-DodgeRam . . . . . . . . . . . . . . . . . . . . . . . 10 Mercedes-Benz of Atlantic City. . . . 51 Mercedes-Benz of Fort Washington . . . . . . . . . . . . . . . . . 51 Mercedes-Benz of West Chester . . 51 Mercedes-Benz of Wilmington . . . . 58 Mercedes-Benz Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 62 MINI Wholesale Parts Dealers . . . . 66 Mirka USA, Inc. . . . . . . . . . . . . . . . . 33 Mitsubishi Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 76 MOPAR Wholesale Parts Dealers . . 43 NACE/automechanika Trade Show . 29 Nissan/Infiniti Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 74 Nucar. . . . . . . . . . . . . . . . . . . . . . . . 67 O’Reilly Auto Parts . . . . . . . . . . . . . 31 Ourisman Chrysler-Jeep-DodgeRam . . . . . . . . . . . . . . . . . . . . . . . 38 Polyvance . . . . . . . . . . . . . . . . . . . . 32 Porsche Wholesale Parts Dealers . . 60 Providence Lacquer & Supply Centre . . . . . . . . . . . . . . . . . . . . . 36 Robaina Industries, Inc . . . . . . . . . . 49 SATA Dan-Am Company . . . . . . . . 13 Saw Mill Auto . . . . . . . . . . . . . . . . . . 8 Schultz Ford . . . . . . . . . . . . . . . . . . 11 Security Dodge-Chrysler-JeepRam . . . . . . . . . . . . . . . . . . . . . . . . 7 Spanesi Americas . . . . . . . . . . . . . . 39 Subaru of Morristown . . . . . . . . . . . 17 Subaru Wholesale Parts Dealers . . 72 Tasca Automotive Group . . . . . . . . 63 Toyota of Morristown . . . . . . . . . . . 17 Toyota Wholesale Parts Dealers . . . 76 Valspar Automotive . . . . . . . . . . . . . . 9 VIP Honda . . . . . . . . . . . . . . . . . . . . 53 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 77 Wesch Tools . . . . . . . . . . . . . . . . . . 44 Westbury Jeep-Chrysler-DodgeRam-SRT. . . . . . . . . . . . . . . . . . . 23 Wizards Products . . . . . . . . . . . . . . 19 Yonkers Kia . . . . . . . . . . . . . . . . . . . 50

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 3

Why Autonomous Vehicles are Suddenly Taking Off and the Implications for Body Shops by Stacey Phillips

We’ve all heard predictions for the timeframe when driverless vehicles will become mainstream—three years, five years, a decade or even longer. Hod Lipson, a professor of engineering and data science at Columbia University in New York, recently gave a presentation during a Guild 21* podcast about autonomous vehicles. Guild 21 podcasts are sponsored monthly by Verifacts Automotive and attended by repairers, insurers and OEMs. During Lipson’s presentation, he shared insight about why driverless cars are suddenly taking off and the future implications for those involved in the body shop industry. “If you are in the car repair business, it’s going to get more complex, more interesting, and more challenging,” said Lipson. “It’s not going to be something easy to do. More skills are going to be required for these cars.” According to Lipson, the main challenge for driverless vehicles coming to market hasn’t been the ability for them to drive on the highway, in the dark or even parallel park. Lipson said the biggest hurdle has been to negotiate obstacles on the road and understand what they are seeing. Just five years ago, the technology used in driverless vehicles didn’t allow the ability to reliably tell the difference

between a pothole and an oil spill, or a child and a fire hydrant. Now, with the development of what is called “deep learning,” driverless cars can understand what is going on around them. This has led to a variety of companies and car manufacturers developing prototypes of future vehicles.

Lipson, who co-authored the book “Driverless: Intelligent Cars and the Road Ahead” by MIT Press, has been involved in Artificial Intelligence (AI) research and robotics for the last 20 years. “When we talk about cars, they have fundamentally not changed in any big way over the last century,” he said. He said soon after cars were first

introduced, people were already beginning to dream about the idea of driverless cars. In 1939, the Futurama exhibit sponsored by General Motors Corporation at the World’s Fair in New York showed a possible model of a city 20 years into the future. It included automated highways and vehicles. Then in 1956 GM came out with advertising that showed a family driving on a motorway with a vehicle that could track buried wire in the ground. Others followed suit. Three years later, RCA built a car without a steering wheel and the UK Transportation Research Laboratory designed a device that attached to the front of a vehicle and could track buried wire. Although the driverless technology was seemingly available, other priorities began consuming the auto industry that centered around issues such as safety and fuel efficiency. “This whole dream of making driverless cars fell by the roadside,” said Lipson. “It also turned out to be way too expensive to bury wires and maintain them.” While the idea of building intelligent highways never fully went away, another story began to develop from the robotics industry—the development of small robots built by the AI community using software. Lipson explained that any technology based on software follows what is referred to as “Moore’s Law”—the law of exponential return. “Whereas cars don’t improve in their

performance every so many months, anything that is software-related does,” he said. “When you want to understand why we’re seeing driverless cars today, you need to understand that the challenge of making driverless cars is really a challenge of software.” Lipson said the hardware of autonomous vehicles, which includes the body and chassis, is nearly identical to a conventional car. “What makes a driverless car driverless is the control system,” he said. The world of AI has been divided by two schools of thought for many years, according to Lipson. The first is programming AI by writing programs or “rules” in the same way you would tell a computer how to play chess. This thinking has dominated the industry for many years. Alternatively, a computer can learn from example, in a process called “machine learning.” In the 1950s, machine learning was already developed, but mostly dismissed as impractical. During the first 40 years when autonomous vehicles were built from 1950–1990, they were programmed using rules. Robots were built that could drive around obstacles in a lab; however, when the same software was used in cars that were taken out on the road, they were unable to drive very far. “You can write rules to play chess but it’s very

driving, it isn’t practical (and is dangerous) for humans to be on call for just five percent of the time. 3) Myth 3: Driverless cars will need a lot of infrastructure changes. Lipson said the only necessities include having good roads, and good technicians. 4) Myth 4: Cars will communicate with one another to move around. “They might benefit a little from talking to each other but really they get everything they need from the cameras on top of the vehicle and from stored data,” said Lipson. 5) Myth 5: People aren’t ready for driverless cars. Time and time again, Lipson said surveys show that most people would like to use driverless cars if they could be assured of their safety. According to a Cisco Customer Experience Report for the Automobile Industry conducted in May 2013, 57 percent of the 1,511 consumers asked

in 10 countries said they trust driverless cars. 6) Myth 6: Driverless cars have to be 100 percent safe before they can be allowed to drive on the road. “We don’t need 100 percent safe cars, we just need them to be slightly better than the average human drivers,” said Lipson. He said when driverless cars become common, similar to having a miles per gallon (mpg) rating and horsepower (hp) rating, there could possibly be a third rating to let people know how safe the vehicle is compared to a human—twice as safe, three times as safe or even more. 7) Myth 7: Cars will not be able to determine during an impending crash whether to crash into a mother and two children or a building. Accidents are predicted to be so infrequent, said Lipson, that it will most likely be a moot issue. 8) Myth 8: There are not going to

be many cars. When driverless cars become more common, Lipson said is expected that there will be more miles driven per capita. “Everyone in the automotive business should rejoice,” he said. “That means more cars being manufactured, maintained, and more mechanical work, road construction and repair.” 9) Myth 9: No more car ownership. While some people will no longer purchase a vehicle, many will buy one for the additional benefits included such as a bed or a working desk. It is also expected that there will be a wider variety of cars available. 10) Myth 10: Self-driving cars are going to be expensive. Lipson predicted that autonomous vehicles will be cost effective, especially since many of them are going to be electric. “All of the smart technology is AI, and the software and sensors are very inexpensive,” said Lipson.

Hod Lipson, a professor of engineering and data science at Columbia University, holding a robot

See Autonomous Shops, Page 22

10 Myths About Autonomous Vehicles from “Driverless: Intelligent Cars and the Road Ahead” by Stacey Phillips

During Hod Lipson’s Guild 21 presentation, hosted by Verifacts, the author and Columbia University professor of engineering and data science, highlighted 10 common myths about selfdriving cars. 1) Myth 1: There is going to be a gradual transition of driverless technology into fully autonomous vehicles. Lipson said the technology is not an evolutionary development of conventional driver-assist technology. Instead, it is a very different technology and the vehicles are built to be fully-autonomous from the ground up. 2) Myth 2: Humans and computers can cooperate and a car can drive itself 95 percent of the time and humans will drive five percent of the time. “Human/computer cooperation is a great thing but not for driving,” said Lipson. He said when it comes to

4 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 5

National AutoBody Research Launches VRS Labor Rate Survey in State of New York

NABR has announced the launch of the VRS Labor Rate Survey in New York, sponsored by an anonymous western New York collision repairer. The online survey is free for all New York collision repairer centers and can be found on the NABR website www.NationalAutoBodyResearch .com. The VRS Labor Rate Survey provides both collision repairers and insurers with an independent, third party, trusted survey of labor rates in markets across the United States. The VRS reports labor rate ranges based on shops’ posted labor prices, down to the ZIP code and shop level, filterable by key training, equipment, certifications, and more. “The VRS brings tremendous value and benefits to the shops of New York,” said the survey sponsor. “In the VRS, we now have an independent third-party we can rely on to take labor rate surveys properly, producing survey results we can trust. The labor rate data is fully transparent, with nothing to hide. And the VRS contains an assortment on online tools to enable shops to price their labor appropriately and to get paid for more not-included procedures. Every quality shop needs to strongly consider using the VRS in

their business.” “We are extremely enthusiastic to bring the Variable Rate System and the VRS Labor Rate Survey to New York, an important and influential state in our country,” said Richard Valenzuela, CEO of NABR. “Many shops across New York have made significant investments in training, equipment, and certifications and deserve to be compensated commensurate with that investment. Now New York repairers 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. With the addition of New York, the VRS Labor Rate Survey is operational in the nation’s top 5 most populous states, including CA, TX, FL, and IL. New York is also the milestone 20th state to launch the VRS Labor Rate Survey.

ASA-CT March Meeting Features State Tech School Presentation

ASA-CT held its first meeting of 2017 in March at the corporate offices of Dattco, Inc. in New Britain, CT. The Keynote Speaker for the evening was Dave Kapitulak from the CT Technical High School System (CTHSS). According to ASA-CT Lisa Siembab, “There was standing room only with both mechanical and collision shop owners present, and the topic for the meeting, ‘The Technician Shortage: It Begins With You,’ was very well-received as shops cite this as their primary issue in running their businesses.” There are 18 technical high schools in CT, and Kapitulak reviewed the various program components that this technical education offers students. One of CTHSS’s primary objectives is to develop and consistently implement a process to identify new technologies responsive to labor market needs in accordance with CT General Statutes Section 10-951(b) and (c). Following Kapitulak’s presentation, attendees had the opportunity to ask questions of the 16 CTHSS instructors in attendance. Siembab notes, “The instructors embraced the discussion and also solicited feedback from the shop owners on what

they are looking for from students graduating from the program. ASACT members agreed that the association should develop a white paper of non-negotiable tasks that students must master before graduation.” Additional presentations were given by Allen Hubbard of AutoParts International and Jason Noak from PartsTech. The meeting was sponsored by AutoZone who provided dinner for attendees and also delivered a presentation on their exclusive discount and rebate program, available to ASA members. During the meeting, ASA-CT also provided information in S.O.S Shop Owner Support Groups, a new program created by ASA Midwest to assist shop owners with their business objectives within a small group of fellow shop owners. ASA-CT also announced its upcoming golf outing, scheduled to take place on June 2 at the Lyman Orchards Golf Club in Middlefield, CT. This year’s event will feature a golf ball drop, and a portion of the proceeds will benefit First Responders in CT. For more information, visit www .asashopct.org.

6 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

AASP/NJ Honored at SCRS Awards Luncheon

The Alliance of Automotive Service Providers of New Jersey (AASP/NJ) was honored at the recent Society of Collision Repair Specialists’ Awards Luncheon at the Sheraton Station Square hotel in Pittsburgh, PA. AASP /NJ was presented with the SCRS Affiliate Association Award.

SCRS Past Chairman Barry Dorn presented the award. “The Affiliate Association Award is intended to recognize affiliates that stand as an example to others who exemplify exemplary actions on behalf of the collision repair professional,” he said. “There are very few groups that we have ever awarded this to. In fact, it’s only been presented on five other occasions. AASP/NJ has spent decades focused on pulling together not just their own members, but also their peers in other associations. They have placed an emphasis on collaborating with other associations that

stay on the forefront and they have established themselves as a shining example throughout the Northeast. As the host of the East Coast Leadership meeting and the NORTHEAST® Trade Show, as a vocal advocate for the collision repair professional in the state of New Jersey and beyond, AASP/NJ continues to impress and deliver.” AASP/NJ President Jeff McDowell and AASP/NJ Executive Director Charles Bryant accepted the award on AASP/NJ’s behalf. “It is truly an honor for AASP /NJ,” said McDowell. “Not only for me, but for all the past members of the association who have done all the hard work to get us to where we are now. It’s for everyone who fought through all the struggles over the years. To be honored in this way is really wonderful.” “It is a real honor to be recognized for the things that we do in New Jersey,” added Bryant. “We do our very best to help all segments of the industry and to be honored by a peer group like SCRS is very special to all of us.” For more information about AASP /NJ, visit www.aaspnj.org.

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 7

From Sheet Cake to Sheet Metal by Sarah E. Reynolds

Thia Carter, of Camden, ME, has been an auto body repair student at MidCoast School of Technology for less than two years, but she has come a long way in that time – far enough to win a gold medal for her job skills demon-

Gold medalist Thia Carter shows the fender she used in her job skills demonstration at the Maine SkillsUSA competition. She will take her demo on the road in June to compete in the nationals in Louisville, KY

stration in the SkillsUSA Maine competition, held at the United Technology Center in Bangor March 2 and 3. Carter, who is taking a post-graduate year at MCST this year, said she got interested in working on cars a couple of years ago. As a senior, she transferred

from the baking and pastry program to auto body repair after talking to teacher Danica Wooster, who encouraged her to give it a try. Carter said she got some flak from boys in the class, and felt “weird” at first, but then she decided she didn’t care. When the boys saw that she knew about as much as they did, the har-

MCST post-graduate student Thia Carter does body work on a car for the Knox County Homeless Coalition. Credit: Sarah E. Reynolds

rassment stopped. Having a female teacher also helped a lot, she said. “I’ve always been fascinated with transportation,” Carter said, talking about what drew her to the program. She added that she is attracted to the artistry of painting cars and also likes helping people. When she was interviewed, she was working on a car that was donated to the Knox County Homeless Coalition, which

it was going to provide to one of its clients to help them get to work. The mechanical side of cars holds less appeal for her, she said, though she has to use some mechanical knowledge in doing body work. When she took first place at the state SkillsUSA competition, “I was so psyched... I was over the moon!” Carter

Credit: Sarah E. Reynolds

said. “It was a sense of accomplishment.” She demonstrated the process of painting a car, showing each layer of paint on a cut-away model she had created, and explaining its function. She plans to tweak her presentation in preparation for the national competition in Louisville, KY, June 19 to 23. In order to attend the national competition, Carter, like all the competitors, must raise $1,500, half of which had to be raised by April 7, with

the rest of the money due a week or two before the competition. MCST students are selling T-shirts with business sponsorships to raise money and doing digital photo conversions of paintings. In addition, students will be holding fundraising events, to be announced. Carter had $300 in business sponsorships as of mid-March, and planned to send a letter to family and friends asking for their help as well. “The national competitions are an amazing experience for these students,” Wooster said, so donations to individual students or to the MCST team are appreciated. Contributions for the team can be sent to the school. Carter would definitely encourage other girls to come to MCST for auto courses. “The teachers here just pour in the love and support,” she said. Wooster attested to how far Carter has come, saying she can now just tell the student to do something, and Carter goes and does it with no further direction. If someone else in the class needs help, Carter steps in and shows them what to do. Beginning this fall, Carter plans to be a student in the criminal justice program at Washington County Community College in Calais. We thank VillageSoup Knox for reprint permission.

CCCTC Collision Repair Students Help Trap A Bear

Students at the Clearfield County Career and Technology Center (CCCTC) got a visit from PA Game Commission Conservation Officers Mark Gritzer and Jerry Schickling with a trapped bear in tow. Students in the Welding and Collision Repair program modified the bear trap in March, welding a guillotine latch door to the trap with the winch system. Students in collision did the final prep on the project by masking, priming and painting the trap. Wildlife Conservation Officer Mark Gritzer [gave] sudents the opportunity to see the process the officers go through when trapping a bear. Students watched as they tagged, tattooed, and measured the bear. This particular male bear weighed 149lbs and was about 2-3 years old. The bear was not hurt in the process. For more information about the CCTC Collision Repair program, visit www.ccctc.edu.

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Baby Born in Body Shop Lot on Side of Rt. 1 in South Brunswick, NJ by Carly Baldwin, Patch Staff

On the morning of Friday, April 28, Seth and Bethany Mandel were racing down Rt. 1 south in South Brunswick, NJ. But unlike most Rt. 1 commuters, they weren’t headed to work. Instead, their destination was labor and delivery at the University Medical Center of Princeton, as Bethany was nine months pregnant and having contractions. What nobody expected was that they wouldn’t make it in time, and that their baby boy would be born on the side of Rt. 1 at Jeff’s Garage, an auto body shop in South Brunswick Township. The young couple live with their two other children in Highland Park and always planned to deliver at the Princeton hospital. Bethany had had two false labor scares the day earlier, and they had gone to the hospital before only to be sent home. But sure enough, on Friday morning, the labor pains started up again. “(We) were passing through South Brunswick, NJ, on Route 1 South when she turned to me from the passenger seat. ‘He’s coming!’ she said. ‘We need to pull over!,’ Seth recalled in this first-hand account he wrote for the New York Post, where he is the

editorial page editor. The couple was still 20 minutes north of the Princeton hospital, but they knew they weren’t going to make it. Desperate, Seth looked for the nearest parking lot and pulled into the gravel lot of Jeff’s Garage. From there, he called 911.

“The dispatcher said, ‘Help us find you.’ And I looked up and said, ‘Jeff’s Garage!’ Seth wrote. But South Brunswick police and EMS would not get there in time. The Mandel’s healthy, 9-pound son was born just minutes later in the front seat of their 2006 Nissan Altima, which Seth pointed out has more than 130,000 miles on it. Seth caught his son and then wrapped him in his New York Rangers sweatshirt, the only thing he had available.

10 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

As Seth recounted, there were a few terrifying moments where the baby wasn’t breathing. He had been born with the umbilical cord around his neck and he was a purple color. “A couple of seconds later, he coughed, he breathed and he cried, and that’s when help arrived. By then, everything was beautiful,” Seth wrote. By then South Brunswick EMS arrived and found a healthy mother, a healthy newborn baby boy and a beaming dad. They took the family down the road to Princeton hospital, where the hospital kept them overnight for observation, Bethany told Patch. In total, her labor lasted about 45 minutes, she said on Twitter. The couple is back home in Highland Park now with their son, and both mother and baby are doing fine, Bethany said. The baby boy will have a Jewish circumcision ceremony called a bris and be given his name in accordance with their faith. But until then, he has a nickname: Altima. We thank Patch for reprint permission.

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Caliber Collision Food Drive in NJ

In its ongoing commitment to fight childhood hunger, Caliber Collision raised the bar with a goal to collect five million meals during its 6th annual Restoration Food Drive, from April 17 to May 19. Locally in Burlington and Gloucester counties in New Jersey, food and cash donations collected by Caliber’s three locations will benefit Food Bank of South Jersey. Caliber partnered with its network of teammates, customers, other businesses, schools and local communities to increase the number of meals collected in 2017 by 60 percent. Caliber’s annual food drive is a grassroots effort driven by teammates nationwide who challenge each other in friendly competitions while hosting a wide variety of fun activities that engage and encourage their local communities to donate cash and food items. “With an army of 10,000 dedicated and passionate teammates across the country, we know we can make a significant impact on childhood hunger,” said Steve Grimshaw, Caliber CEO. Donations can also be made online at CaliberDonations.com.

Masked Duo Rob Queens Body Shop at Gunpoint, Flee with $2,800 Two men robbed the owner and employees of a Queens auto body shop at gunpoint the afternoon of May 13, police said. The men walked into Ozone Auto Body around 1:15 p.m. Saturday, at 12507 Rockaway Blvd. in South Ozone Park, Queens. They brandished silver firearms as they demanded the payroll money, police said. The suspects then forced the body shop owner and four employees to the ground, and took money and other personal property from them, police said. Once the victims were on the floor, the gunmen stole about $2,800, police said. Most of the money they took was from the company, but some of it was personal property of the victims. The men also took IDs and credit cards. They did not take any cell phones or jewelry. The men fled the location on foot heading eastbound on Rockaway Boulevard and then southbound on 126 Street, police said. They got into a white SUV, which police believe was a Dodge Nitro, and then drove off. Police have asked for help identi-

fying the two men. They described the first robber as a man in his 30s. He’s about 5 feet 10 inches tall and was last seen wearing sunglasses, a black hooded sweatshirt a black jacket, tattered blue jeans and black sneakers.

The second man was also in his 30s and about 5 feet 10 inches tall, police said. He was last seen wearing sunglasses, a red hooded sweatshirt, a black jacket, black pants and black and white sneakers. Submit tips to police by calling Crime Stoppers at 1-800-577-TIPS8477, visiting www.nypdcrimestoppers .com, or texting 274637 (CRIMES) then entering TIP577. Spanish-speaking callers are asked to dial 1-888-57PISTA (74782).

PPG Issues Statement Regarding May 6 Proposal to Combine with AkzoNobel

PPG issued the following statement on May 8 in connection with its proposal to AkzoNobel to form a combined company: PPG is disappointed that AkzoNobel has once again refused to enter into a negotiation regarding a combination of the two companies, ignoring the best interests of its stakeholders, including long-term shareholders who overwhelmingly support engagement. PPG can confirm that its Chairman and CEO Michael McGarry and its lead independent director Hugh Grant met May 6 with Antony Burgmans, chairman of the Supervisory Board of AkzoNobel, and Ton Büchner, CEO and chairman of the board of management of AkzoNobel. Following no feedback since PPG provided its revised proposal April 24, PPG made yet another attempt to discuss the proposal on May 4, which Akzo responded to on May 5 at 15.30 CET, stipulating to meet PPG only in Rotterdam the following day, May 6, at 15.00 CET. The meeting lasted less than 90 minutes, and the AkzoNobel chairs stated at the beginning that the meeting was solely for the purpose of reviewing PPG’s revised proposal.

Specifically, the AkzoNobel chairs stated up front that they did not have the intent nor the authority to negotiate. They also did not share any concerns regarding PPG’s proposal, or analysis or comparison of their new stand-alone strategy versus PPG’s proposal, nor would they entertain any questions or discussion about their plan or analysis. PPG continues to believe its proposal is vastly superior in shareholder value creation and provides more certainty to employees and pensioners than AkzoNobel’s recently announced new stand-alone plan. PPG’s proposal represents a 50 percent premium over AkzoNobel’s unaffected stock price and a 24 percent premium to its stock price after the announcement of its stand-alone plan. The failure of the AkzoNobel Boards to engage with PPG to fully evaluate and discuss PPG’s proposal reflects a continued lack of proper governance, and is another attempt to avoid a true comparison on stakeholder impacts of PPG’s proposal versus AkzoNobel’s standalone plan. PPG will review the full details of AkzoNobel’s response issued.

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 11

LIABRA and ABCG Host GM Advanced Safety Systems and Post Collision Service and Repair Seminar by Chasidy Rae Sisk

On April 18, the Long Island Autobody Repairmen’s Association (LIABRA) and the Autobody Craftsmen’s Guild (ABCG) hosted a General Motors Advanced Safety Systems and Post Collision Service and Repair Seminar as part of the associations’ ongoing commitment to providing OEM repair

I-CAR Instructor Bill Vallely

cal diagrams from 22 OEMs. For more information, visit RepairLinkShop.com or call 888-776-5792. Eagle Chevrolet is also now offering the Bump 2.0 program through which shops can submit an insurance estimate to Eagle who will try to price match non-OEM parts with GM original OEM parts. For more information, contact Eagle Parts Team at 631-7271900. Reminding attendees that LIABRA is a major supporter of I-CAR and that ICAR’s training schedule is published monthly in LIABRA NEWS, Ed Kizenberger Sr. introduced I-CAR Instructor Bill Vallely who discussed the various training programs available through ICAR. Local college-level automotive collision technical courses use I-CAR training, and it is now being integrated into the curriculum at local high school trade programs. Now serving as Technical Repair Advisor for LIABRA, Vallely is available for members’ technical repair questions on any vehicle at 646208-2730. Kizenberger Sr. then introduced GM Technical Training Instructor Christopher Piece who has 30 years of industry experience and serves as an I-CAR instructor and ASE-certified master truck and auto technician. Piece began his presentation by discouraging attendees from using nonOEM radiators or air-conditioning condensers on new GM vehicles due

training to members. The meeting was held at Verdi’s catering facility in Westbury, NY and hosted by Eagle Auto Parts Center who provided members with a gourmet buffet dinner before the meeting. The meeting began at 8PM with LIABRA Executive Director Ed Kizenberger Sr. providing association news and announcements. LIABRA will hold its Annual Lobby Day on May 16 in Albany, and Kizenberger Sr discussed the association’s introduction of four new bills that will be included in their lobbying efforts, one of which is a parts restrictions bill that will require the use of OEM parts on current model year vehicles up to three years old. On June 20, LIABRA and ABCG will hold their annual 500 club raffle drawing in conjunction with RegulaMembers at LIABRA & ABCG meeting on April 18 tion 64 review and seminar. The association’s Annual Golf Tourto the introduction of GM’s new minament is scheduled for September 26 crotube technology which requires reat the Baiting Hollow Country Club. placement of these components with Next, Kizenberger Sr. introduced OEM parts only. Mike Migliore, Parts Manager at Eagle Piece then distributed Advanced Parts Center and the group’s host for the Safety Systems and Post Collision evening, shared that Eagle now offers Service and Repair manuals to attenRepair Link which provides access to dees, explaining that the two-hour dealership pricing and inventory. A course would cover necessary procevaluable resource, Repair Link allows dures to ensure the safety of the vehishops to view illustrations and technicle post-accident. During the seminar,

12 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Piece addressed how to identify and repair the following: side blind zone and rear cross traffic alert systems and components, the lane departure warn-

LIABRA Executive Director Ed Kizenberger Sr.

ing and forward collision alert systems, the haptic safety driver seat and components, the rearview driver information camera and components, the front and rear parking assist systems, and the adaptive cruise control systems. According to Kizenberger Sr., “Throughout the course, Chris inter-

acted with our members who had numerous questions and comments about the material. His presentation was excellent as well as entertaining, and he managed to squeeze a great deal of very technical information into a short period of time.” For more information or questions, Piece can be reached at Christopher.piece@raytheon.com or 248-251-9980. The meeting concluded at 10PM with coffee, dessert and raffle drawings. New LIABRA Board of Directors member Chris Menichetti of Hempstead Auto Collision won the 50/50, and Ralph of Big City Auto Body won a tablet, courtesy of Eagle Auto Parts Center. Kizenberger Sr. adds, “LIABRA would like to thank our host Eagle Auto Parts Center for their gracious hospitality, the venue, meeting material and instructor as well as the dinner, dessert and raffle prizes.”

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 13

The Only Woman Competing Against 21 Men Takes Second Place in SkillsUSA by Eric Retzlaff, The Leader-Herald

“I didn’t think I was going to win,” said Megan Alikonis. She was the only girl facing off against 21 guys—the best of the best in the state—in a New York state SkillsUSA competition in collision repair held in Syracuse, NY on April 28.

Megan Alikonis at the New York state Skills USA competition, where she was the only female out of 22 contestants. She took second place

“I was totally in shock,” she said when she took second place. The 17-year-old, Florida, NY resident had finished a two-year collision repair program at the HFM BOCES Career and Technical Center in Johnstown while still in high school. “I wish I had 10 students like her

every year,” said HFM collision repair instructor Keith Hanchar. “She’s an extremely hard worker, very dedicated and respectful, and whatever she does, she does 100 percent,” he said. The fact that in her collision program, all her classmates and statewide competitors were male wasn’t a drawback, but possibly an advantage. Hanchar opined that, “women typically are more detail-oriented than we are.” The contest required the competitors to repair a dent, repair plastic and do welding, and then submit a cost estimate for the supplies and labor, he said. Alikonis credited Hanchar with helping her achieve by being totally honest with her about her work. “My teacher was very critical of me,” she said. “He pushed me to do my best.” She said even though his criticism “got me down sometimes,” it paid off for her a lot in the end. Scoring well in the competition “really showed to my friends that I really could do good,” Alikonis said. As a result of her second-place win, Alikonis now has a choice of three scholarships: the University Technical Institute and Lincoln Tech, both offering $5,000, or WyoTech at $7,500. Plus, she was given some $300 in tools

14 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

from SnapOn. Only the first-place winners go on to the national SkillsUSA competition. Growing up, she often would help her father, Harold, at his Precision Speed and Custom car and motorcycle repair and restoration shop in Florida. Alikonis said she was never afraid of getting her hands dirty. In fact, her

(l to r) Megan Alikonis, with first-place finisher Dillon Groover and third place winner Richard Neamon

mom, Sandy, said she learned to change oil at 4 or 5, and her dad recalls her refinishing and painting handbars on a dirt bike at 13. Alikonis said what she likes most about repair and restoration work is “the reward of seeing the finished product” after a vehicle is brought in “really in rough shape.”

The Amsterdam High School senior said winning the contest has created some ambivalence for her since she is enrolled for the fall at the University at Cobleskill in the dairy production program. “I’ve always liked cows,” she said. “I’ve grown up with cows. I love animals.” She said she has helped her grandparents care for cows and saw collision repair as extra work on the side. “I am rethinking what I should be doing,” Alikonis said. Alikonis is doing a two-week internship at Alteri’s body shop off Route 30, and Hanchar said typically 80 percent of his students get jobs from their internships. Hanchar said that if Alikonis chooses to attend one of the programs offering a scholarship, she will have more skills, better opportunities in the job market and better pay. Alikonis’s father said he and her mother are “really proud parents.” “Megan worked hard for it [the prize] in a male-dominated career,” he said. “It’s certainly up to her” what she decides to do, he said, adding, “We’ll see where that leads.” We thank The Leader-Herald for reprint permission.

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 15

Toyota’s CRR Training Center in NJ Hosted Open House on April 26 by Chasidy Rae Sisk

Toyota’s Collision Repair and Refinish (CRR) Training Center, located in West Caldwell, NJ, hosted an Open House on April 26. With over 7.8 million Toyota and Lexus vehicles on the road in the Northeast corridor alone, the West Caldwell NJ Toyota CRR Training Center provides a local resource for providing shops with the most current information, training and hands-on experience with the goal of teaching the specialized techniques needed to work on today’s technologically advanced safety features and systems. In addition to the consumer benefit of having their vehicle properly and safely restored to its pre-accident condition the first time, Toyota’s training facility boasts that their courses can help shops improve shop efficiency, decrease cycle time, boost customer satisfaction, and increase customer referrals. Because building relationships is vital in the collision repair industry, Toyota’s CRR Training Center stressed the importance of developing a strong relationship with the shop’s local Toyota Wholesale Parts Manager which is necessary for independent shops interested in the facility’s courses since they must be sponsored by a Toyota dealer-

ship. Additionally, learning to correctly interpret the manufacturer’s repair manuals and performing proper repairs can improve customer service ratings by decreasing cycle time and resulting in fewer comebacks. Anthony Saavedra, Wholesale Parts Manager at Puente Hills Toyota, states, “In order to get an edge on the competition, we use Toyota Collision Repair and Refinish Training as a marketing tool. This not only helps create a competitive advantage for our dealership, it also builds strong, loyal relationships with our collision center customers.” Collision repair professionals who are eligible to attend include employees of a Toyota or Lexus dealer-owner collision repair facility, independent shop employees sponsored as a Toyota or Lexus wholesale parts account, and employees of independent shops who have been sponsored as a referral shop by a Toyota or Lexus dealer. Professionals working in associated collision repair careers may be invited to attend, but all attendees must have a Toyotaissued Secure Personal Identification Number (SPIN). Independent shop owners interested in sending employees for training at Toyota’s NJ CRR Training facility should begin by contacting their local

Toyota Wholesale Manager and asking to be sponsored. After arranging for payment, visit crrtraining.com to register employees, and then return completed forms to their sponsor who will acquire and deliver the SPIN numbers. The shop employees will then be able to register for online and on-site classes, plus they will enjoy the benefit of having a direct relationship with a Toyota technical expert. Attending training at Toyota’s facility helps shops demonstrate their commitment to quality repairs and will better enable them to explain the use of OEM parts and the importance of following OEM-specified repair procedures. Training also helps with marketing as shops can highlight the in-depth factory training their employees receive at the facility. Training at Toyota’s CRR Training Center costs $200 per day with one and

two-day classes available. The facility offers a variety of online and on-site courses in paint, body, electrical/mechanical and specialties. Some of these include Color Matching for Painters, Advanced Painting Techniques, Welding Techniques for Collision Repair, Non-Structural Repair Techniques, Structural Repair Techniques, Body Electrical Diagnosis and Repair, Steering and Suspension Analysis and Repair, and Air Conditioning for Collision Repair. Their Specialties courses include Paint Finish Analysis and Repair, Hybrid General Service, Hybrid Collision Repair, Advanced Hybrid Systems for Collision Repair, Lexus IS C for Collision Repair, Unusual Interior Noise Concerns, and Introduction to Lexus Collision Repair. For more information about Toyota’s NJ CRR Training Center, call 973-882-6253 or visit www.crr training.com.

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Walden Man Faces Prison Time After Plea in New Paltz Hit-And-Run Case

Detectives investigating the hitand-run contacted area body shops and A Walden, NY man faces up to three located Arcuri’s car at one of them, poyears in state prison after pleading lice said. They seized evidence from guilty on May 4 in Ulster the vehicle, linking it to the County Court to leaving the hit-and-run. scene of a 2015 auto acciArcuri surrendered to dent that left a SUNY New New Paltz police, was arPaltz student injured, acrested on June 2, 2015, and cording to the Ulster County was charged by police with District Attorney’s Office. leaving the scene of serious David Arcuri, 30, physical injury auto accistruck a female student as dent, assault and insurance she walked along the shoulfraud, all felonies. David Arcuri der of state Route 208 in the His guilty plea to leaving village of New Paltz at about 3:30 a.m. the scene of an accident was in satisfacon April 25, 2015. After striking the tion of all charges, according to the Ulwoman, Arcuri left the scene, authori- ster County District Attorney’s Office. ties said. Arcuri faces up to 1 to 3 years in Authorities said he tried to cover state prison when he is sentenced on up the incident by taking his car to a July 6. body shop and telling his insurance We thank Daily Freeman for company he had hit a deer. reprint permission. by Freeman staff, Daily Freeman

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Continued from Cover

CIC Task Force

control over which portions of an estimate are transferred. It can limit a parts vendor’s access, for example, to only the portions of the estimate needed to accurately fill the parts order, rather than also including (as the EMS file does) information about the vehicle owner as well. But CCC has also said that as of April of 2018, CCC ONE users will no longer have the ability to export an EMS file, and all BMS file transfers from CCC ONE will have to go through the “Secure Share Network.” A third-party’s ability to directly “data pump” information from a shop will be curtailed. Shop owners and third-party companies with whom they share estimate information on the CIC panel highlighted some concerns they have about the new system. “If your third-party providers decide not to participate [in Secure Share], how do you operate your business?” panelist Don Mikrut of AudaExplore rhetorically asked the shop owners on the panel.

In addition to writing code to accept CCC ONE users estimate data through the “Secure Share Network,” vendors also must pay CCC a 50-cent fee for each set of estimate data they receive. In calling earlier this year for the creation of the CIC task force on data-sharing, Frank Terlep estimated that a shop management system company, for example, would pay CCC about $50 more a month for every $2million-a-year shop using its management system. CCC has defended the new fee, saying it “has made, and will continue to make, significant investments in infrastructure, application development, and ongoing support to process thousands of... transactions per minute.” Panelists in Pittsburgh said it’s not yet clear whether third-parties will pass this new expense on to shops – or if the CCC agreement with the vendors using the Secure Share system even allows them to do so. There are also a number of other elements of the agreement that vendors have to sign that panel members at CIC said are concerning. Jeff Schroder, CEO of Car-Part.com, said he sees control over what information shops share shifting from shops to

18 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Cape Cod Tech Students Get a Look at Antique Cars

Automotive students at Cape Cod Regional Technical High School in Massachusetts look at hundreds of cars each school year as part of their vocational education, but it recently proved to be an entirely different ex-

perience. The Ford Model A Club of Cape Cod brought 10 of their antiques into the shop at the Harwich school. Students got to look at the cars and vote on their favorite. The Ford Model A was the highly

CCC—which also happens to offers its own part locating service that competes with Car-Part.com. He acknowledged CCC “has been very cooperative” in working with his company in terms of which estimate data fields the Car-Part.com system

successful follow up to the Model T, replacing the Model T on the market in the late-1920s. The shop at Cape Tech serves as a fully functioning auto body and repair ship, handling at least one job during each day of the school year. It is open to the public. “There is a high demand for our graduates since most auto-body and auto-repair shops are back up over a month with waiting customers. Students in the automotive technology concentration not only get very practical and marketable skills in the classroom and shop but can expand upon that with participation in cooperative work or internships with local businesses when they are junior and seniors,” said Ken Townsend, an automotive instructor at Cape Tech. We Thank CapeCod.com for permission to reprint this article.

needs to receive from its shop customers. But he also said the under the “Secure Share” agreement, CCC can cut off that access at any time, for any reason. “While we are justifying why we See CIC Task Force, Page 26

Continued from Cover

Erica Eversman

gued and coerced a repair since the insurer would lose money on the total loss. The repair took four months, but the insurance company only paid for 30 days of the customer’s rental car. Eventually, the vehicle was returned to the consumers, but the shop was concerned about it being unsafe, and one of their technicians called the customer to warn them. Eversman states, “It’s a long story with very bad actions taken on the insurer’s part. The shop did the right thing at the beginning but gave in to insurer pressures fueled by their fear of losing $12,000. The customer had to drive an unsafe car for three years, and Nationwide bought the vehicle at the end of the lease. In the meantime, their decisions put everybody at risk, and the situation could have been resolved early on if the shop had held firm in their professional opinions. Ultimately, these types of calls are the shop’s, no matter how involved they are with the insurer.” Another concern Eversman has recently noticed is an increase in the

use of photo estimating. Although she did not address this in her presentation, she discussed some of her observations with Autobody News. This trend is in line with modern cell phone usage and certainly has a convenience factor in immediately documenting the accident and providing an estimate before disassembly; however, Eversman observes, “We all know that the visible scrapes and dings aren’t the extent of the damage, so the vehicle still needs to be properly evaluated by a collision repair professional. Photo estimating doesn’t really speed up the actual repair process.” Discussing how shops can protect themselves against liability concerns, Eversman recommends utilizing good paperwork. An example would be an indemnification and hold harmless claim if the customer insists on using a part that the shop is uncomfortable using, but it’s imperative that the shop have both the customer and the insurer sign this document. Eversman also suggested that shops ensure their DRP agreements are approved by their garage insurers, and she warned them not to warrant imitation crash parts since that exposes the shop to federal Magnuson-Moss Warranty Act liability.

Eversman offers this advice to shops interested in receiving proper compensation for repairs performed: “Be consistent and always make it a streamlined process. You need to be able to tell the insurer ‘we always charge for that.’ Shops also need to make a point to raise their labor rates on a consistent basis, regardless of what the insurance company says, ensuring rates are appropriate and reasonably profitable. Send notices about rates by certified mail on an annual basis—it’s a matter of conditioning the insurers just like they conditioned the collision repair industry.” When an insurance company refuses to pay for a process, shops should use a standardized document requesting that they identify the part of the policy that indicates coverage doesn’t include that item and the consumer has to pay out of pocket. Eversman stresses, “They are obligated to pay what’s in the policy, and if they neglect to identify what they won’t pay for, they are stuck.”

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Sherwin-Williams I-CAR Certification Course

Sherwin-Williams Automotive Finishes announced an expanded Advanced Painter Certification course. The course is designed to provide participants with state-of-the-industry expertise on OE color trends and innovations. “Unique OEM colors and specialty finishes change each year, so this class is built to adapt,” said Rod Habel, Sherwin-Williams Automotive Finishes director of training operations. “We regularly see the introduction of new OE metallics and specialty colors that are difficult to match for some technicians in the field.” Through classroom, web and hands-on training settings, participants work through a number of objectives. The two-day class is approved for I-CAR® Gold Class points through the I-CAR Industry Training Alliance® program. Students who successfully complete the training are eligible to apply for 13 I-CAR Gold Class credit hours. Advanced Painter Certification is a ProLevel 3® course. For information, visit www .sherwin-automotive.com/refinish/ training-support/ or call 1-800SWULTRA (1-800-798-5872).

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 19

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Revamped Business

tomer following and more than doubled their business. Autobody News talked to Barry Crupi about how he has built a successful business that puts customers first.

How did you get started in the Q: collision repair business? My sister Michele and I both grew up on Staten Island and A: have been in the industry since we

were children. I started out by sweeping floors in the shop when I was 10 years old. I would spend about an hour or two when I wasn’t attending a full day of school. In exchange, my dad gave me five dollars to go across the street and play video games at Jimmy’s pizzeria.

market/ counterfeit parts that sometimes void the manufacturer’s warranty. The more I advocated on behalf of my customers, the more these companies fought me. It seemed they weren’t passing on their savings to the customers, nor were they paying their registered shops to repair the vehicles properly.

Barry’s Auto Body in Staten Island, New York, was established in 1986

We felt they were putting pressure on us to cut corners and I was determined to let my customers know about it. I started speaking up more and standing up for my customers’ rights even louder. They fought me Can you tell us about the situa- tooth and nail. Then a certain insurer tion that happened in 2009 in started making complaints to the state regard to the alleged insurance fraud about allegations that simply were not and arrests? true and the state arrested us. In court, I remember the judge I remember this experience like criticizing the assistant district attorney it was yesterday. My father, sis- for even making the arrest. The judge ter and one of our employees, Sal, all eventually just dismissed the cases thought this would ruin us. They were against us personally. They spent hunterrified. I wasn’t though. I knew the dreds of man-hours with no conviction charges were ridiculous. I knew they against any one of us. We fought it to didn’t have a case against us because the end. I run an honest business. Before this I learned a lot from this experience. I learned that it’s up to me to know the laws for our shop and customers. I have spent a countless number of sessions with lawyers studying insurance regulations and business practices law. This way, I am sure that I know my rights and the rights of my customers. We actually have a law firm we work with on a regular basis to help us and Barry Crupi and George Passariello both received the our customers stand up for Kings of Staten Island award from Star Networking ourselves. We have even spoGroup NYC ken to former judges to find point, we were actually part of many out what they thought about this situadirect repair programs (DRPs). We tion. found ourselves fighting on a daily basis As far as the outcome, I thought with many of these insurance compacustomers would be afraid to use my nies as to how to repair a customer’s veshop again after the arrest. It actually hicle. had the opposite effect. I had cusAs other shops in this industry tomers who I haven’t seen for years know, going against the grain of the coming by to make sure we were OK. insurance industry is like wrestling Some customers even saw the article with an 800-pound Gorilla. I feel that in the paper and remembered they all they care about is cheaper afterneeded their cars repaired. Today, the

Q: A:

20 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

size of our business has more than doubled since 2009.

Since that incident occurred, Q: how have you taken steps to build a successful business and help customers deal with insurance companies?

I realized it was time to stop A: playing by the insurance industry’s set of rules and start playing by

our own rules. They do not run our shop. We do. We started by reinventing our entire shop and including even more state-of-the-art equipment than before. We began doing our own wheel alignments on our John Beam V3400 with an in-ground Americanmade lift. We updated all our frame equipment and bought an additional downdraft booth. Most importantly though we invested in training for our employees so they could better service customers. We even opened up holes in the front of our building walls and put large windows everywhere. We wanted more transparency so people could see us working on their automobiles to help build trust. We also started getting more involved in our community

at this point and adopted a ‘green’ philosophy. I believe we are the only shop on Staten Island that uses environmentally-friendly products in our daily operations. It was during this time that we stopped listening to insurance companies in regard to what aftermarket counterfeit parts they wanted to put on the vehicles we were repairing. Instead, we educated ourselves on OEM procedures and became advocates for

David Velasquez is one of 20 employees

our customers. We even find ourselves from time to time educating other shops in our area on proper repair procedures and where to find OEM position statements to see what parts should not be used on cars they are repairing. We reinvested in the shop— See Revamped Business, Page 24

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Autonomous Shops

hard to write rules to tell a computer how to drive a car and distinguish what is drivable on the road and what is not,” said Lipson. “People really struggled to create a system to negotiate traffic and understand obstacles.” In 2004, the Defense Advanced Research Projects Agency (DARPA) held a competition involving self-driving cars called the Grand Challenge. Participants competed for a one-milliondollar prize to write software that would allow a vehicle to drive 142 miles from Barstow, CA to Primm, Nevada. None of the cars finished the course and the longest distance a self-driving car could go was 7.4 miles. Although nobody finished the race or claimed the prize, there were major advances in the development of the technology for self-driving cars. The following year, DARPA offered two million dollars to the winner of the Grand Challenge. A Stanford University team finished the course with their car “Stanley.” Sebastian Thrun, the team leader, said, “In the end we started relying on what we call machine learn-

ing, or big data. That is, instead of trying to program all these rules by hand, we taught our robot the same way we would teach a human driver.” Lipson said machine learning is always a combination of an algorithm that learns and data that feeds that algorithm. “We liken the data to the fuel and the algorithm to the engine,” he said. “They are both useless on their own but when you have a good engine and you have enough fuel, you can take off.” He said that is what is happening to AI today. “It’s not just that we have faster, cheaper and better computers and it’s not just that we have better algorithms. We have tons of data and that data is fueling that AI revolution,” said Lipson. “It’s making driverless cars learn to drive better and better.” With the accumulation of data, better algorithms and faster computers being introduced over the last few years, Lipson said computers can finally understand what they are seeing; they can look at image and understand if it’s a dog, a human or a chair. That was not possible just five years ago. “Perhaps the most imminent revolution that is going to happen because of the ability of machines’ ability to understand what they are seeing are driverless

cars,” said Lipson. “That is the last piece of the puzzle that allows driverless cars to finally negotiate the road.” All the technology is available free to access and Lipson said that is why we are now seeing an increase in companies building autonomous vehicles. As they continue to develop, Lipson said we will continue to see new shapes and structures of vehicles as well as new modes of entertainment for passengers inside these vehicles. Although there are a lot of uncertainties in regard to self-driving vehicles, Lipson predicts the transformation will start in about 10 years and it will take an additional 20 years until the majority of cars on the road are fully autonomous. He speculated there will be fewer collision repairs but more mechanical maintenance required. With the addition of sensors and software, there will also be more calibration necessary. Many say that services will no longer need to be offered during convenient times and locations. He said cars might drive in on their own for remote service during offhours. “It’s going to be a very exciting time in the automotive industry but there are going to be a lot of changes,” said Lipson. “It’s not going to happen im-

mediately but something we definitely want to start thinking about and get ready for.” Lipson’s book “Driverless: Intelligent Cars and the Road Ahead” is available to purchase on Amazon: https:// www.amazon.com/Driverless-Intelligent -Cars-Ahead-Press/dp/0262035227 Verifacts is a third-party onsite repair verification provider available to auto body repair shops. For more information about Verifacts Automotive, email: info@verifactsauto.com.

*What is Guild 21? After the VeriFacts Symposium of 2013, a group of industry representatives attended a Leadership Course at George Mason University through their MBA Program. As a call to action, this Guild21 group created an Oath for the industry calling for individuals to commit to being inventors of our future. Verifacts Automotive invites all repairers, insurers and OEMs to take the Guild 21 Oath: http://www.verifacts auto. com/guild-21/the-oath/ For more information or to join the Guild 21 calls, email: info@guild21 .com.

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22 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 23

Continued from Page 20

Revamped Business

renovating it and bringing in hightech equipment that would save us time and money so we could pass the savings on to our customers. Thankfully, our customers stayed with us and know that when they bring their vehicle to Barry’s Auto Body they will receive the best quality repair work and a written lifetime warranty to back it up. It’s one that we stand behind proudly. We do whatever we can to educate our customers about their rights and recently my sister and I were both recognized with awards for our service to the Staten Island community. It was an honor for both of us.

Congratulations on your recent Q: award “The King of Staten Island.” What was your reaction when

you found out you received it and what do you attribute your success to?

I was actually taken back by the A: name: “The King of Staten Island.” I thought it was hysterical and

my ego definitely loved it for a quick minute. I am so grateful to the Star Alliance Organization for giving me this award. They are awesome people! Every single one of their employees was an absolute pleasure to deal with. I don’t actually know why they picked me. My company is a member of many different organizations such as the Freemasons, Kiwanis, YMCA and the Staten Island Chamber of Commerce so I guess that had something to do with it.

Many customers get into an accident and the first person they speak to is a tow truck driver who may be steering work to his auto body shop. Then the second person he/she speaks to is from the insurance company where the representative recommends another shop. People come in very confused sometimes. Thank God most New Yorkers aren’t that gullible though. Most of my previous customers already have learned it is always better to come to us first before they call their insurance

(l to r) Vicki Schneps, CEO of Schneps Communications; Barry Crupi; and Natalie Duddridge, NY1 News

companies. It’s like walking into court without a lawyer. Most people wouldn’t do it. Usually smart and savvy customers know it’s better for the collision repair facility to report their claim. The most important thing we do is help educate our customers as to their rights so they can make informed decisions. We also make sure we do our best to give every customer who walks through our door an outstanding experience so they brag about us to other people. That’s what we want—raving fans. Today, satisfied customers are not enough. They will not always be loyal. We make sure that our customers are ecstatic when they will leave so they will be loyal for years to come.

How do you use social media, Q: videos and blogs to help your business and what is your advice to

Q: other shops? What sets us apart from other A: shops in our industry is simple. Don’t try to do it yourself. Hire We are willing to go to bat for our cus- A: a public relations company you tomers. That’s really everything to us. can trust. You will most likely be What sets your shop apart from others in the industry?

We care about our customers so we do what’s right for them. I believe every other major shop in our market area has at least one kind of direct repair referral program set up with certain insurance companies, so I feel they are basically working for the insurance company not the owner of the vehicle. We do the opposite. We have no obligation to any insurance company; however, we accept all insurance companies. Our only one obligation is to put our customer first.

spending a lot of time with these people so hire someone you will be comfortable with. This also must be a marathon outlook because you cannot go into social media, blogs and videos thinking you will be able to put up a few posts and leave it. You must be ready to go after this for years and years to come. Our whole public relations theme is about making people remember our name. We also do our best to give back to our community and others See Revamped Business, Page 26

24 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Honda Kicks Off New Quality Repair Campaign

American Honda recently launched a completely new industry ad, foregoing the traditional OE focus on just parts and calling attention to the entire repair and performed in a complete and proper manner including the use of Honda and Acura Genuine parts. This is facilitated thanks to their association with I-CAR and VeriFacts, and through the use of Service Express, American Honda’s portal to service and repair information for independent shops. Assistant National Manager for Honda’s Collision Marketing Group Gary Ledoux worked closely with his team to develop a new approach with a fresh message in this new national ad campaign. “We came up with the concept and then worked with a company called Creative Productions in Long Beach, CA, to refine it,” he said. “From the beginning, our message has been the same—for proper fit, function, and reliability, OE parts are really the only way to go. But today, a proper repair is more than OE parts. It’s having the right tools, equipment, training, knowledge and current repair information to do it right. This is our new message. The full-page ad will run in various trade magazines throughout 2017.”

Through their association with ICAR and VeriFacts, American Honda has built a large network of ProFirst certified repair shops across the U.S. These shops have invested heavily in specific tools, training and equipment to do proper repairs on Hondas and Acuras. “Our ProFirst network is almost complete, so not every shop will be ProFirst certified,” Ledoux said. “But every shop should have the ability to properly repair Honda or Acura products, or any car they repair. It’s not enough to just have the right parts anymore, because today’s cars are so sophisticated and the technology is changing all the time.” In addition to showing support for both I-CAR and VeriFacts, American Honda’s new ad calls attention to Service Express. “Honda Service Express is a website where shops can go to get service and repair information on Hondas and Acuras from us,” Ledoux said. “Our ProFirst shops get access to the site as part of our program and other shops can subscribe to the site as well. Service Express provides shops with easy access to the latest and most accurate repair information available. Shops can access it at www .techinfo.honda.com.”

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Revamped Business

through these campaigns. Supporting local charities is important to us and we have implemented semi-annual giveaways. Getting involved in your community and local charities helps build real lifelong, vital relationships. We even have videos on our YouTube channel that show people exactly how we do certain jobs. Videos of the owner and staff are very powerful and actually are a great way for people to get to know your shop. People on average have accidents about once every seven years. You want them remembering your name if they get into an accident. Online reviews, blogs, and a Facebook page are also great ways we show off our company. They help people become more comfortable with us before coming in.

After this experience and reQ: vamping your shop, what message would you share with other shops?

I would say that most people in this industry are good people. Most body shop owners honestly do

want to repair their customers’ vehicles properly. What ends up happening through the years is people lose sight of what’s important after they have insurance company after insurance company telling them how to run their business. As shop owners, we tend to feel like we are David against Goliath. I say to all the shop owners reading this: Do what is in your heart. You do not need an insurance company DRP to keep your shop going. You do need customers though. Do what is right for your customers and stop being scared of the insurance companies. Doing the right thing by your customers will pay tenfold in the long run. Your customers may be hesitant at first that you’re not part of a DRP program. However, through the years you will be able to better service them and people will notice. Your customers will respect you more. Most importantly, you will respect yourself more. We believe in honesty, integrity and perseverance in everything we do. No exceptions.

For more information about Barry’s Auto Body, visit www.barrysautobody .com; email barrysautobody@gmail .com; or call 718-948-8585.

26 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Scott Biggs of Assured Performance said that arbitration clause may create “significant heartburn” for vendors. need [each] field, they have access to “On the flipside, if 50 cents is not all the information, and they’re comtoo much, and if there’s a lot of valuepeting with us and deciding whether or added, if they make it a great service, not they want to give us that field,” then I think there’d be a lot of [vendors] Schroder said. who would say, ‘That’s alMoreover, all vendors right, I’ll pay the fee if it has a wishing to use “Secure Share” justified value,’” Biggs said. have to agree that CCC is not “But there’s a lot of massagprecluded from developing or ing that has to happen beacquiring systems “which are tween here and there.” competitive with your appliPanelist Barry Dorn of cation or other products or Dorn’s Body & Paint in MeScott Biggs services provided by you, irrechanicsville, VA, said it’s inspective of their similarity to your curcumbent on those in any segment of rent products or products that you may the industry with concerns about “Sedevelop.” cure Share” to “make sure that those “If you compete with CCC, that involved hear you.” company will have access to every sin“Because guess what? I think all gle transaction between you and your of us are customers of these data customer,” panel moderator Terlep said. providers,” Dorn said. “And they need He also noted that vendors must to hear what their customers think.” waive their right to sue, agreeing to use But panelist Brett Bailey of A&B arbitration to settle any disputes they CARSTAR in Kansas City, MO, have with CCC. whose company currently shares data “If two years from now they from each estimate with as many as 11 choose to cut off your [access to Secure “third-parties,” said his real frustration Share], you have no right to sue for are the limits he sees on his ability to damages,” Terlep said. choose a different estimating system if Continued from Page 18

CIC Task Force

he wanted to do so. Even though he operates all three major estimating systems at his shops, he said insurer mandates limit his choice of which estimating system he uses on all but about 20 percent of the 1,000 cars his company repairs each month. He believes more insurers need to follow the lead of State Farm and Allstate and accept estimates from any of the Big 3 information providers. “An open platform is the answer,” Bailey said. “It creates competitiveness in the marketplace.” Biggs noted the irony that the Collision Industry Electronic Commerce Association (CIECA), which developed both the BMS and EMS datatransfer protocols, was created decades ago to establish standards to allow for open platforms. “That was the purpose, so you didn’t have to stay with one particular [estimating system],” Biggs said.

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I-CAR® Initiative to Improve Learning Experience I-CAR announced a new live course cancellation policy effective May 1, 2017. The new policy is aimed at improving the student learning experience by eliminating classes with fewer than three students. I-CAR is fully committed to continuously improving the overall live classroom experience for all I-CAR students, and minuscule class sizes directly reduce student learning and instructor teaching effectiveness. This change represents the first in a series of quality improvement initiatives being developed to enhance learning for I-CAR students. I-CAR instructors will receive a warning four days in advance of the class that it has less than three students registered. Local research will begin to determine if one or two additional students in the area would benefit from completing the class. If enrollment remains below the lessthan-three threshold, instructors will be notified two days prior that the class is being cancelled, allowing time for the students and their businesses to be notified. Measures are in place to ensure that classes will be available for rescheduling and that shops pursuing Gold Class renewals are provided alternative options. Those measures in-

clude: 1. Allowing students to register for the next available class in their area. 2. Scheduling a private event (a business can request a specific date and even an instructor to teach as many or as few students as needed for the previously cancelled class). More information on private events can be found on the I-CAR website. In addition to increasing class size, I-CAR is working to secure permanent training locations. “In the past couple of years, we have seen classes being taught in locations not conducive to a quality learning experience,” said I-CAR Director, Business Development, Nick Notte. “Moving to permanent qualified and approved locations, preferably career and technical education facilities, brings a heightened level of consistency and professionalism to the I-CAR training experience. Our regional managers and committee members are currently working to secure those permanent sites, and will complete this work by the end of the year.” I-CAR said once this initiative is implemented, the end result should be a safer, more complete and quality repair for the ultimate benefit of the consumer.

CIECA Project Focuses on Adding Scans to BMS

The Collision Industry Electronic Commerce Association (CIECA), a source of collision industry data communications standards, announced it will begin work on a new project to implement the exchange and transmission of scanning diagnostics results within the Business Message Suite (BMS). “Vehicle scanning has become an integral part of the entire repair process on certain vehicles. Pre-repair and post-repair scanning has become necessary in certain situations. The information received from the vehicle scan tool should be saved with the other repair order documentation for subsequent review, auditing, and other purposes. Repairers and the industry need a method to retain and exchange this data with the entire RO [repair order] file,” said Darrell Amberson, of LaMettry’s Collision Inc., and author of the CIECA project request. For more information and learn how to participate, visit www .cieca.com or email Executive Director Fred Iantorno, fred@cieca .com.

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Axalta and NASCAR

“This facility was designed to enhance learning and development and also to provide our customers and visitors with a unique visual and emotional experience through color and technology they will remember for a long time,” said Axalta NA Customer Experience Director Patrice Marcil. Located on the Hendrick Motor-

sports campus, the Customer Experience Center was designed to serve Axalta’s refinish, transportation OEM and industrial customers. The 36,000square-foot training and conference complex includes two state-of-the-art paint application centers, a collaborative mixing lab and an exhibit lobby where visitors were able to view Axalta’s coating systems and technology. “As a global coatings leader, we’re dedicated to revolutionizing the cus-

tomer experience through modern facilities, innovative products, application technologies and world-class service,” said Axalta. “The development of the Customer Experience Center training and conference facility is Axalta’s latest step toward fulfilling that commitment.” The facility includes educational, meeting, exhibit and event spaces designed to inspire customers and support them with hands-on training resources. “By visiting the center, they’ll gain the

knowledge and methods they need to apply coatings and deploy color-matching technology in ways that achieve greater precision, productivity and profitability, helping to enable them to better serve their customers,” said Axalta. The company said the facility also honors Axalta’s longtime relationship with Hendrick Motorsports as well as NASCAR® legends and Axalta Team racers Jeff Gordon and Dale Earnhardt Jr.

Grand opening of Axalta’s Customer Experience Center in Concord, NC Official ribbon cutting for grand opening of Axalta Coating Systems Customer Experience Center in Concord, NC

(l to r) Jim Muse, Director of Sales, Axalta Coatings Company and Jeff Gordon, NASCAR® Champion

Patrice Marcil, Axalta NA Customer Experience Director, showcasing state-of-the-art paint booth area

(l to r) Charles Shaver, chairman and CEO Axalta, Rick Hendrick founder/chairman Rick Hendrick Automotive Group, Mike Carr, president Axalta Coatings Systems, Jeff Gordon four-time NASCAR® Cup Series champion, former Hendrick Motorsports driver and Axalta global business advisor

Axalta’s Customer Experience Center state-of-the-art paint mixing area

28 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 29

BASF names VisionPLUS Performance Groups’ Shops of the Year At the 2017 VisionPLUS® Performance Group Business Conference held recently in Litchfield Park, AZ, BASF awarded 2016 Shop of the Year designations to seven collision repair shops. The winners were selected based on overall improvement and gross profit improvement from the previous year,

Massachusetts – Group II ● Frank’s Auto Body, Vernon, British Columbia – Group III ● Herb’s Paint and Body, Richardson, Texas – Group IV ● Quanz Auto Care, Albuquerque, New Mexico – Group V ● Mercedes Benz of Arlington, Arlington, Virginia – Group VI ● Blue Ribbon Auto Body, Loveland, Colorado – Group VII

Winners had great praise for the value their Performance Group peers provided and the relationships they developed in the process. “Our Performance Group consists of a great group of 2016 Performance Group I Shop of the Year award preguys — friends, really —we sented to Wenzel’s Auto Body. (l to r) BASF Refinish can bounce ideas off freely,” Sales Director, Tim Dawe; Wenzel’s co-owners Tim and said owner Dan Wenzel, Steve Wenzel; BASF Refinish VP, Marvin Gillfillan; Wenzel’s Auto Body. “When BASF Refinish Marketing Head, Dan Bihlmeyer and you are at your shop, you’re BASF Business Development Manager, Doug Grantham just worried about getting along with excellent Performance Group things done. In the Performance Group, preparedness and participation. I know I am going to see them every few months, and I want to have good Performance Group winners were: things to say. It keeps me accountable ● Wenzel’s Auto Body, Pocasset, Mas- for the bigger numbers I don’t always sachusetts – Group I think about every day. We are proud to ● Marshall’s Auto Care, Billerica, have won [shop of the year], it was a lot

30 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

of hard work from our entire shop, top to bottom.” “When I started with the group, I thought our shop had maxed out and we couldn’t take any more cars,” said co-owner and manager of Frank’s

has been extremely helpful in the process.” The business conference brings all BASF Performance Group members together to network with members of other groups they may not, otherwise, find the opportunity to connect with. The conference highlights business best practices, training, the future of the industry and how to find good employees to compete against the industry-wide issue of aging technicians. “The exchange of ideas and best practices in these meetings is extraordinary,” 2016 Performance Group III Shop of the Year award said Craig Seelinger, BASF presented to Frank’s Auto Body. (l to r) BASF Refinish VisionPLUS program manSales Director, Tim Dawe; BASF Refinish Marketing Head, ager. “BASF is proud to work Dan Bihlmeyer; Frank’s co-owner and manager, Matt with such dedicated owners Brunelle; BASF Refinish VP, Marvin Gillfillan and BASF and managers. Just last year Business Development Managers, Mark Livingston and we added an eighth group dedCameron Lavender icated to customers that have Auto Body, Matt Brunelle. “The Per- completed BASF’s Advanced Process Soformance Group has shown me many lutions (APS) program, and we continue to areas of additional productivity from expand the Performance Groups to meet administration, to paint, to body. I al- our customers’ needs.” ways come back from meetings with For more information regarding a few ideas to improve the shop, and BASF performance groups, contact Mark Livingston, our BASF BDM Craig Seelinger at (313) 720-8231 or (Business Development Manager), craig.seelinger@basf.com.

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 31

32 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Tips for Busy Body Shops

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.

How A Customer Waiting Room Helps Pass the Time & Shows Your Shop Goes the Extra Mile with Stacey Phillips

by Stacey Phillips

You’ve filled your collision center with the latest in equipment and technology, trained your techs and ensured your shop is up-to-date with safety guidelines. What else can you do to establish a reputation for having a professional facility? There’s one component many shops often overlook—the customer waiting room. When clients enter your collision center, whether it’s to drop off or pick up a vehicle or wait for an estimate, help them feel welcome with a designated waiting room. Rather than having customers stand in the corner of the shop or outside, an inviting waiting area shows how much you appreciate their business and want to ensure they are comfortable. Not only does it enhance their overall experience but it also demonstrates that your shop goes the extra mile.

10 ways to improve your customers’

waiting experience: Comfortable seating: It’s time to replace those generic folding chairs with comfortable couches or other seating. Your customers will enjoy the relaxing environment and you may even find they take a quick snooze. Reading materials: An assortment of magazines will occupy customers while they wait for their vehicles. Try to choose those that appeal to both women and men, whether they are focused on lifestyle, family or business topics. You can include industry publications relevant to your business such as Autobody News! If you have brochures or flyers with information about your shop, don’t forget to have it on display as well. Beverages: Asking customers if they would like a complimentary cup of coffee, tea or a bottled water is a great way to greet customers. Having an assortment of soda, juice or other drinks such as iced tea during the

summertime when it’s warm outside is also a great addition. Snacks: Even if your budget is tight, it isn’t too costly to offer granola bars, fruit or nuts, popcorn and salty snacks for customers to snack on. Have some fun and add candy or even a gumball machine. You’ll probably find that it’s not just the kids who will enjoy it. Play area or toys: Parents often bring their children to the collision center. When they do, having something to occupy their young ones while they wait will definitely be appreciated. Think about providing coloring books and crayons, books, games and even an XBox or PlayStation. Television: Nobody likes to wait for appointments, so having a flat screen television available helps pass the time for customers and takes their mind off the recent collision they may have just had. They’ll appreciate the opportunity to get caught up on the

news or watch a favorite game show or talk show. Wi-Fi: Most people now expect to have access to free Wi-Fi while they wait for appointments. Ask your Internet provider to provide a guest password so your internal network is protected. This will allow your customers to catch up on emails, check social media or watch You Tube videos. Not only does it help pass the time, but it can also give the illusion of your business being faster and more efficient. Business center: If you have the extra space, consider adding a desk with a printer, and computer with Internet access for those coming in during the day and wanting to catch up on a few work-related tasks. It’s also a great place for clients to charge their devices. A view of the shop: Depending on the layout of your facility, adding a few See Customer Waiting Room, Page 39

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 33

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.

Flashback: Panel Calls for End of ‘Funny Time’ – Two Decades Ago 20 years ago in the collision repair industry (May 1997) The “Write It Right Committee” of the Collision Industry Conference (CIC) has announced its preliminary recommendations for eliminating “cost-shifting” in the current claims settlement process. During the committee’s report in Chicago, California shop owner Al Estorga said “cost-shifting” occurs during the process of writing or negotiating a damage report or final bill for repairs when all or some of the cost of one line item is transferred to another. “This may involve adding unnecessary procedures or exaggerating labor times or costs in one area to offset costs not included elsewhere in the damage appraisal or final bill,” Estorga said. “It may also involve using a less expensive part than one listed on the appraisal or final bill (or repairing a part that is listed as replaced) in order to cover labor times or costs or parts not included elsewhere in the appraisal or final bill.”

The committee’s preliminary recommendations for eliminating cost-shifting included:

● That shop and insurance representatives sign a written pledge not to participate in cost-shifting.

● That all operations needed to restore the vehicle to preloss condition be listed on the damage report, including any procedures that are necessary but are not included in estimating database times. The resulting final invoice should be an exact reflection of what was done to the vehicle.

paid, as necessary, at a different labor rate than replacement or “book times.”

“What we’re talking about is doing away with ‘funny time,’” California shop owner Tom Holmes said. He said that estimating database providers have already determined that because of breaks, inherent inefficiencies and other factors, a typical employee is productive for about 45-50 minutes per hour. “What we’re saying is that if it takes 45 minutes to straighten a dent, you charge an hour,” Holmes said. While a number of CIC participants questioned insurance company willingness to participate in the recommended changes, committee members said insurers on the committee have supported or even suggested the proposals, including the resolution board. “They’re sick of arguing about the same things again and again and again,” Holmes said. “They were the strongest supporters of the recommendations that we have put here before you,” Estorga agreed. – As reported in Autobody News.

the wife of the elderly man who had just driven away. “I think your husband has left you behind,” Arndt said the technician told the woman. “Yes, he’s getting awfully forgetful,” the woman replied. The technician drove the woman home to her husband, who apparently still hadn’t noticed that his wife was missing. – As reported in Hammer & Dolly.

10 years ago in the collision repair industry (June 2007) What do 100 women who are involved in the collision repair industry talk about when they gather for a conference of their own? The technician shortage. Leadership skills. Customer service. Industry trends. In other words, much of the same subjects discussed at other industry gatherings, just often from a slightly

different perspective. “It’s long overdue that the women in this industry had a professional forum to get together to develop ideas, build camaraderie, get to know one another and walk away with a new sense of confidence and awareness that they’re not ‘the only one,’” said Gigi Walker, a California shop owner and secretary of the Women’s Industry Network (WIN), which recently held its first conference. The two-day event held in Phoenix drew about 115 attendees, including women involved in virtually every segment of the industry: shop owners and managers, technicians and vocational students, insurance company and vendor representatives. Organizers say the goal of WIN and the annual conference is not to compete with other industry groups and events but to offer something women in the industry have perhaps not always found at those other See Funny Time, Page 39

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● That a dispute resolution board – consisting of shop, insurer and consumer or regulatory representatives – be established in each state to provide binding arbitration of differences regarding compensation for repair procedures.

● That repair “judgment times” be calculated based on “real time” and be

15 years ago in the collision repair industry (June 2002) Joyce Arndt of Ray’s Auto Body in Vienna, VA said that recently an elderly gentleman came to the shop to pick up his vehicle. After he drove off in his repaired car, one of the shop’s technicians went to move the rental car. Imagine the tech’s surprise when he opened the door of the rental and found an elderly woman sitting in the passenger’s seat. She turned out to be

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 35

Industry Veteran Introduces MARP Methodology to Assess Structural Automotive Realignment by Stacey Phillips

Since the invention of the Model Industry veteran Greg Marion says A, vehicle frame straightening he has found the missing link to solve has been a mastered ‘lost art’ performed an age-old industry challenge: how to by a small majority of body repairmen efficiently evaluate and realign damalso referred to as frame men. They acaged vehicle body and frame struc- quired a unique understanding with tures. After receiving an issued patent how the vehicle structure reacted duron the methodology in 2012, Marion ing a collision. They also developed a is now introducing a new automotive rare feel for the transfer of metal within collision repair application he calls the crumple zone areas of a misaligned Multiple Automotive Revehicle frame. These craftsalignment Process (MARP). men were able to envision “The automotive colliand recreate the collision imsion repair industry has not pact by utilizing hydraulic evolved beyond ‘pull to fit’ components, chains, clamps structural realignment pracand primitive measuring detices. These ad hoc methods vices, guided by vague vehioften cause as much damage cle data illustration charts. Greg Marion as they remove,” said Marion. Through the early years of “Many vehicles are not efficiently evalthe collision repair industry, frame men uated; they are realigned inefficiently or played a very significant role in saving incorrectly, often at considerable extra body parts, time and money for the reexpense to the owners and to the insurpair technician, consumer and insurance ance industry.” industry. However, if you were to ask 50 He said with the introduction of of these experienced frame technicians the MARP application, it will help es- their process or approach in reference to tablish industry-wide standards that structural evaluation assessments, vehicould result in billions of dollars in cle anchoring methods and structural resavings to the collision repair and in- alignment order techniques, you would surance industries. receive 50 different interpretations. Without a proven methodology, Autobody News recently spoke to Marion about this innovative developthe lost art of frame straightening was ment and how he thinks it will change unable to be passed on to educate and the collision repair industry. direct future generations of inexperienced body technicians. Can you tell us about MARP?

Q: MARP’s patented process proA: vides a consistent even base in the collision repair industry, which

will allow collision centers and insurance companies to access the same precise structural analysis for vehicles. It can then provide specific procedures for proper realignment. The process is derived from the application and measuring order of OEM-approved bench jig and fixtures. [Conceptually] it is comparable to [an internet] search engine. The unique process provides webbased automotive structural evaluations with complete realignment order/structural component replacement or repair assessments, virtual reality training, and validated certification levels for industry professionals.

Why did you see a need to imthis in the industry? Q: plement

tural realignment training certifications were offered by I-CAR programs, technical colleges and vocational school institutions. These certifications and training methods were merely based on theoretical principles. The primary source of training was hands-on job performance ‘pull to fit,’ trial and error methods. These age-old industry practices are still used today in the 21st century.

benefit of having a print out sheet of the vehicle data readings for documented reassurance. In addition, it fea-

Can you tell us about the introQ: duction of electronic measuring systems and how they have been used for structural vehicle evaluations?

With the electronic age and the A: introduction of the computerized electronic measuring system (EMS) in

the late 1980s, many in the collision repair industry thought that EMS offered the solution and would provide answers for structural vehicle evaluations and frame realignment protocols. EMS is an effective and efficient means to relay the same three-dimensional vehicle data readings that a 3D measuring system or fixture bench system offer. EMS also provides the

Lavel Chisum’s prototype design for EZ-Liner II using the Multi-Axis measuring system

tures the convenience of viewing the 3D data illustration on a color flat screen monitor and the benefit of a few vague arrows on the data illustration that provides little systematical order for directional assistance for the reSee MARP, Page 50

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Greg Marion said he was inspired by Lavell Chisum’s EZ-Liner design

I believe the only technical certification available was usually a three-toseven day training course offered by the frame rack or bench fixture manufacturing companies. The majority of the basic training was in reference to the proper operating procedures of the repair equipment. Any additional struc-

36 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

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Hey Toby!

Toby Chess is an I-CAR program instructor, Training specialist, and former salvage yard operator. Toby is universally known in the collision industry for his work with first responders and advocacy for body shops and consumers. He can be reached at tcspeedster@gmail.com

Know the Terms: Scanning, ESC, SAS’s and ADAS? If Not, Read On... with Toby Chess

Before reading this article, I need you to go to the following web site (https:// www.youtube.com/watch?v=b7SWC FQoMoA) and view the video. Now that you have seen the video, my question to you is “what if a vehicle was involved in that accident and your shop repaired the vehicle, but failed to scan it and make sure that all of the ADAS were in operation?” Who would be liable if this scenario wound up in litigation? You, of course. I know that scanning is the buzz word today, but is it something new? The answer is “No.” At first there were few standards and each manufacturer had their own systems and signals. In 1988, the Society of Automotive Engineers (SAE) set a standard connector plug and set of diagnostic test signals. The EPA adapted most of their standards from the SAE on-board diagnostic programs and recommendations. OBD-II is an expanded set of standards and practices devel-

oped by SAE and adopted by the EPA and CARB (California Air Resources Board) for implementation by January 1, 1996. The next question is “What is ESC or electronic stability control?” ESC is the process constantly

monitoring how the vehicle is responding to the driver and road conditions. If a problem starts to develop, ESC takes whatever measures are necessary to bring the vehicle under control. The engine power is reduced, letting off of the

Figure 2

Figure 3

Figure 1

38 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

throttle, retarding the timing and simultaneously applying the brake. All these processes coupled together will counter the forces that are causing the vehicle to lose traction or control. This whole process is accomplished without the driver’s input (Fig. 1). See Know the Terms, Page 42

Continued from Page 34

Funny Time

venues. “I think this conference has been a great showing of support for women as well as a great networking opportunity,” said Geralynn Kottschade, a

In 1997, a California shop owner worked on a committee that developed recommendations for eliminating “cost-shifting” in the claims settlement process

Minnesota shop owner and chairman of WIN’s board. “There’s so many women involved in our industry; they just need a place to come together to realize they’re not alone.” – As reported in Parts & People. WIN

this year passed the 500-member mark; held its 10th annual conference in Denver, CO; and presented five female students a $1,000 scholarship each to continue their training to enter the collision industry. See articles this issue.

5 years ago in the collision repair industry (June 2012) The Society of Collision Repair Specialists (SCRS) held a meeting in recent weeks with I-CAR and representatives of many of the top automakers to discuss increasing the amount and availability of published OEM repair procedures. The meeting was the result of a joint statement by SCRS and other trade associations last November citing published automaker repair procedures as the “official industry-recognized repair standards for collision repair.” The associations also asked I-CAR to create an industry council “to identify gaps in existing OEM procedures and develop processes to close (those) gaps.” Explaining the need for that effort, SCRS Executive Director Aaron Schulenburg cited an example of a sectioning procedure in an estimating system that the system provider defended by saying it wasn’t a procedure

that was expressly prohibited by the automaker. “The OEM had a procedure,” Schulenburg said. “The OEM said, ‘Put (the sectioning) here.’ Should they also have to say, ‘Don’t put it here, here, here or here?’” Schulenburg pointed out that ICAR no longer recognizes some more generalized sectioning procedures that previously were considered industryaccepted because vehicle makes and models have become so different and specific in terms of what the automakers recommend. “That’s why we need to define that the OEM recommended procedure is our standard of repair, and we need to work collectively with the OEMs to fill in those gaps (where procedures have not been published),” Schulenburg said.

– As reported in CRASH Network (www.CrashNetwork.com), June 4, 2012. I-CAR since that time has worked with the automakers to improve the amount and availability of published OEM repair procedures, including creating a “Repairability Technical Support Portal” (https://rts .i-car.com/) for the information.

Continued from Page 33

Customer Waiting Room

picture windows in the waiting room with a view of the shop is a unique way to showcase your business and demonstrate how hard your techs are working to repair customers’ vehicles. Pizzazz: You’ve covered all the basics, now the only thing left is to add a personal touch. That might mean some of your favorite artwork on the walls, such as unique automobiles, vacation destinations or movie posters. Some shops will include a funky addition such as a coffee table made out of a tire or metal wall art. Whatever you ultimately decide to include in your body shop’s waiting room, make sure the area is clean and well organized. By implementing some of the above suggestions, customers will most likely be much happier and share their positive experience with friends and family, which will ultimately help grow your business.

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 39

H ONDA C ON NEC TI CU T

Lia Honda of Enfield E n fie l d

800-221-3131 860-741-3401 Dept. Hours: M-F 7:30-5:30; Sat 8-4 jdoucette@liacars.com

Manchester Honda M a nch e ste r

800-442-6614 860-645-3115 Dept. Hours: M-F 7-5; Sat 8-4 gabe.llantin@manchesterhonda.com

Schaller Honda N ew Br i tai n

800-382-4525 860-826-2080 Dept. Hours: M-F 7:30-5; Sat 8-1 jkiniry@schallerauto.com MAI NE

Berlin City Honda So u th P or tl a nd

800-640-6685 207-774-6685 Dept. Hours: M-F 7:30-5:30 mmmparts@berlincity.com

Prime Honda Saco

207-391-7910 207-282-0900 Dept. Hours: M-F 7:30-6; Th. 7:30-7; Sat 7:30-4 klavalle@driveprime.com MAR Y LA ND

Criswell Honda Ge r m a n town

866-738-2886 Dept. Hours: M-Thu 7-9; Fri 7-7:30; Sat 8-6 hondaparts@criswellauto.com AC URA MAR Y LA ND

Tischer Acura Lau rel

800-288-6983 301-498-3322 Dept. Hours: M-F 7-6; Sat 8-4 wholesaleparts@tischerauto.com MAS SAC HUSET T S

Acura of Boston Brig ht on

800-254-1169 617-254-5400 Dept. Hours: M-F 8-5:30; Sat 8-5 bruce.fisher@acuraofboston.com N EW JE RSEY

Acura Turnersville Tu r ners ville

888-883-2884 856-516-6060 Dept. Hours: M-F 8-5; Sat 8-4 kristen.powell@penskeautomotive.com 40 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Please contact these dealers for your Honda or Acura Genuine parts needs. M AR Y LAN D

NE W J ERSE Y

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Oâ&#x20AC;&#x2122;Donnell Honda

Madison Honda

Dick Ide Honda

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800-648-0293 973-822-1710

800-462-0056 (N.Y.) 585-586-4919

724-940-2006

Dept. Hours: M-F 8-6; Sat 8-5 bshortt@odonnellhonda.com

Dept. Hours: M-Thu 7-8; Fri 7-6; Sat 8-6; mschumer@madisonhonda.com

Dept. Hours: M-Thur 8-8; Fri 8-5:30; Sat 8-5 parts@dickide.com

Ourisman Honda of Laurel

Rossi Honda

Lamacchia Honda

Lau re l

Vin elan d

S y ra cu se

800-288-6985 301-498-6050

800-893-3030 856-692-4449

315-471-7278

Dept. Hours: M-F 7:30-7; Sat 7-4 julio.cruz@ourismanautomotive.com

Dept. Hours: M-F 6:30-5; Sat 7:30-3 dave@rossihonda.com

M AS S AC H U SE T T S

LIA Honda Northampton No r thamp to n

800-369-7889 413-586-6043 Dept. Hours: M-F 7:30-5:30; Sat 8-4 dstanisewski@liacars.com NEW JERSEY

Clinton Honda Ann a ndal e

877-657-2787 Dept. Hours: M-F 8-5 chrish@clintonhonda.com

Honda of Turnersville Tur ne rsvi l le

800-883-0002 856-649-1584 Dept. Hours: M-F 8-6; Sat 8-4 sbaptist@penskeautomotive.com

Hudson Honda We st Ne w Yo r k

Route 22 Honda Hi lls id e

973-705-9100 Dept. Hours: M-F 7-7:30; Sat 8-5 rt22hondaparts@route22honda.com

VIP Honda

Lia Honda of Albany A l ba ny

800-272-6741 518-482-2598 Dept. Hours: M, T, W, F 7:30-5:30; Thur 7:30-8; Sat 8-5 apersaud@liacars.com

No rt h P lai nfi e ld

Lia Honda of Williamsville

908-753-1680

W il l ia m sv il le / B u f f al o

Dept. Hours: M-F 7:30-6; Sat 8-3 kevinh@viphonda.com NE W YO RK

Babylon Honda Wes t B a by l o n

631-669-5800 Dept. Hours: M-F 7-7; Sat 7:30-3:30 babylonparts@aol.com

Brewster Honda B re ws t er

845-278-4177 Dept. Hours: M-F 8-5; Sat 8-4 kbennett@liacars.com

866-483-6917 201-868-9500

877-659-2672 716-632-3800 Dept. Hours: M-Thu 7:30-8; Fri 7:30-5; Sat 8-5:30 liaparts@liacars.com

Ray Laks Honda

Dept. Hours: M-F 8-5; Sat 8-4 johnryan@baierl.com

J.L. Freed Honda M o ntg o m e r yv il l e

215-855-3587 Dept. Hours: M-Thur 8-6; Fri 8-5; Sat 8-4 joseph.sciacca@jlfreed.com

Shadyside Honda Pi tts bu rg h

800-468-2090 412-390-2908 Dept. Hours: M-F 7:30-5 shadysidehondaparts@hotmail.com

Sussman Honda Ro sl yn

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802 Honda Be rl i n

We st S en e ca

802-223-9700

716-824-7852

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Dept. Hours: M-F 7:30-8; Sat 7:30-5:30 ekuznicki@raylaks.com P EN N SYLVANIA

Apple Honda Yo r k

800-960-9041 717-848-2600 Dept. Hours: M-F 7-6; Sat 7-4; Sun 10-4 applehondaparts@appleauto1.com

Dept. Hours: M-F 7-7; Sat 7:30-5; Sun 8-3 anthony.perrone@hudsonhonda.com

NEW JERSEY

Dept. Hours: M-F 7:30-5:30; Sat 9-1 parts@lamacchiahonda.com

Baierl Honda

NE W YO RK

PEN NS YLVANIA

P EN N SY LVA NI A

Elite Acura

Curry Acura

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Jen kint own

856-722-9600

800-725-2877 914-472-7406

800-246-7457 724-935-0800

800-826-4078 215-884-6285

Dept. Hours: M-F 8-6; Sat 8-5 parts@curryacura.com

Dept. Hours: M-F 8-5; Sat 8-1 johnsabella@baierl.com

Dept. Hours: M-F 8-5; Sat 8-1 rendrick@sussmanauto.com

Paragon Acura

Davis Acura

Dept. Hours: M-F 8-5; Sat 8-4 bmartinsen@group1auto.com

Park Ave Acura Ma ywoo d

888-690-7621 201-587-0028 Dept. Hours: M-F 8-6; Sat 8-3 jon.tangen@parkaveacura.com N E W Y OR K

Acura of Westchester We st che s te r

914-834-8887 Dept. Hours: M-F 7:30-8; Sat 8-4; Sun 9-4 acura.parts@yahoo.com

Woo d si de

L a ngho r ne

718-507-3990

866-50-ACURA 215-943-7000

Dept. Hours: M-F 8-6; Sat 8-5; Sun 9-4 johnp@paragonacura.com

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 41

Continued from Page 38

Know the Terms

Next question, which MIL tells you that ESC is not operating? The answer is none of these lights and there are no MIL displays like this (Fig. 2). Most dash displays will look like the next figure (Fig. 3). Figure 7

Figure 4

And most manufactures do not have an MIL for a non-operating ESC system. Some vehicle makers do have a switch to disengage ESC (Fig. 4).

Figure 8

Figure 5

By the year 2012, the Federal Government mandated that all cars, truck and SUV’s have Electronic Stability Control. Next Question—What component produces the signal for the ESC computer module? Answer—The Steering Angle Sensor (SAS) (Fig. 5).

Figure 6

As the steering wheel moves in either direction, the speed and number of revolutions are transmitted to the vehicle’s computer. If the ESC module thinks if vehicle stability is compromised, corrective actions will be

taken automatically. Question—when is the steering angle sensor calibrated. Answer—every time you repair/replace/ R&I suspension components and in some cases, R&I a battery. Question—How many vehicles have ESC/Steering Angle Sensors? Hunter Engineering company states that Over 40 million vehicles on the road today require a reset/recali-

bration of the steering angle sensor (SAS) following a wheel alignment, as instructed by the vehicles manufacturer, on certain cars equipped with Electronic Stability Control (ESC). This number will continue to grow

42 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

since all vehicles produced for USA consumption from 2012 on have been equipped with ESC. The procedure resets the steering angle to match the vehicle’s new thrust line after the alignment has been completed (Fig. 6). The collision industry over the years dealt with 2 and 4 wheel alignments and number on insurance carriers said ‘if you did work to the front suspension, only a two wheel alignment is called for.’ Today’s vehicles that are involved in an accident and require a wheel alignment, only one type of wheel alignment should be performed and that is a COMPLETE 4 WHEEL ALIGNMENT. The alignment process starts with adjusting the rear wheels so that they are parallel to the center line of the vehicle (zero thrust angle). Next the front wheels are adjusted so that they are in the same parallel plane as the rear wheels. When that operation is completed, the steering angle is set according to the OE’s specifications (Fig. 7). It should be noted that the rear wheels are the directional wheels. Note that the rear wheels have a positive thrust angle and arrow points to See Know the Terms, page 46

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 43

The Dropout Who Branded a Sauce: Auto Body Owner-Trainer Spices it Green by Mitch Prentice, The Knox Student

The strange, green color of Dave’s Gator Sauce might turn you away or make you excited for a taste. The uncommon color, taste and labeling of the product is seen proudly displayed in its bottle at many restaurant throughout Galesburg, IL. If it happens to catch your attention, know that was the goal of Dave Dunn when creating the brand. Besides owning and operating Dave’s Auto Body, Dunn also owns Masters Educational Services, a consulting and market managing firm. This operation teaches people from all over the world how to increase work output and market efficiency within a business. The group is constantly searching for new and exciting ways to improve upon a brand. For Dave’s Auto Body, Dunn understands that the work they provide is a need-based system. In other words, no one goes to a body shop unless they need to invest in the provided services. There is no marketing gimmick that would make a person want to wreck their car, so in Dunn’s mind, the most they can do to encourage people to come in is to build a brand. “It’s hard to have a relationship with somebody if you only see someone every seven years, which is statistically how often you see someone in collision repair,” Dunn said. “So we have many things, Gator Sauce being one of them, that continues that relationship outside of any transaction.” Dunn went on to explain that the theory behind the gator sauce as a marketing tool is inspired by the Purple Cow Theory. The theory simply states that if you are driving near a farm and only see black and white spotted cows, they are indistinguishable and unremarkable. However, if you were to see a purple cow, you would pull over to the side of the road and tell all of your friends about it. This is where the inspiration for the green coloring of the sauce comes from.

The sauce itself is not made by Dunn or anyone in the shop, but is rather bought and relabeled through a company supplier in Louisiana called Cajun Chef Sauces. Dunn expressed no true interest in labeling himself as

Dave Dunn of Dunn’s Auto Body

a chef or food connoisseur, but rather saw an opportunity to create a product that would get the community talking. The cost of providing this sauce free of charge at the body shop ($5 a bottle for an online purchase) is close to $20,000 a year, after production and labeling has been accounted for. Throughout a typical year, the shop will distribute nearly 5,000 bottles total. Though the price might seem steep at face value, Dunn doesn’t see this as a setback, but rather a necessary expense for the business. “When people ask me about the expense of such an endeavor, I ask them how much would they pay to develop a customer who has never walked through the door before and to create a new relationship with more people,” Dunn said. “We’ve had grocery chains ask to sell it for us and help spread the product, but I feel that that would defeat the whole premise behind it.” The road to strategizing this marketing tool was a unique path. Dunn dropped out of high school at 16 and immediately went to work at a body shop. He recalls “how terrible they were,” which inspired him to start his own shop at 19 in Knoxville. It only lasted about a year, when a Mercury dealer asked him to take over their

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business in a management position. Dunn recalls this opportunity expanding his knowledge of the business on a larger scale. In an unfortunate turn of events, the shop caught fire and burned to the ground, leaving Dunn jobless at 22. This caused Dunn to move back to Galesburg and start fresh. Dunn started researching new business techniques and even wrote his own book, titled Liquid Amalgam. From there, he claims “the rest is history.” “Marketing has always been a big deal to me,” Dunn said. “The book covers the basis for the Masters educational program and management philosophy. We’ve had about 6,000 people go through the course. The liquid part is about flexibility, and the amalgam is about ideas, principles and so on that are a basis for making decisions. The hope is that we can teach people to creatively fix problems that might come instead of having to script everything.” Dave’s Auto Body now makes roughly $5,000,000 a year in business,

which Dunn explains is unheard of in a town the size of Galesburg. He believes it’s the only town in the country that has anything like it. Only 35 percent of the business comes from the 61401 zip code, meaning much of the business is coming from out of town. “The way I see all of these marketing efforts, as long as you’re consistent in community and have a theme associated with it, you’ll have a chance to catch on,” Dunn said. The Gator brand now works throughout the Galesburg area under the group named Gator Events. The group looks to increase community involvement and donation events, including a benefit run and even going as far as to dressing up as Gator Sauce bottles and participating in the polar plunge. Dunn sees this connection as a key to continue growing the ideals behind the product. “People have great ideas all the time,” Dunn said. “For us, it’s not about making a buck or two on a bottle of sauce. It’s about forming relationships in unusual ways.” We thank The Knox Student for reprint permission.

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Continued from Page 42

Know the Terms

the right (car will move to the right and if everything else is in specs). The front wheels steer the vehicle. Why is this important? Many of the Advanced Driver Assistance Systems (ADAS) systems work from a zero thrust angle on the rear suspension. Look at the graphics from

insurance adjuster wants to save a buck. What other ADAS systems involve a ESC/SAS? Here we go: Adaptive Cruise Control, Automatic Parking, Blind Spot Monitor, Forward Collision Warning, Hill Descent Control, Lane Departure

lision repair. You are removing a door trim panel for paint access (Fig. 9). Question: Do you think it will be necessary to perform a scan? The answer is ‘yes.’ Take a look at what Fiat-Chrysler Corp. has to say about scanning:

forward facing camera and radar, blind spot monitoring, and other automated electronic driver assistance systems, MUST be tested for fault codes (DTCs) that could be active (current) or stored following a collision. Use of the Mopar wiTECH vehicle diagnostic tester is

“Safety and security related systems, such as antilock brakes, supplemental restraint systems (SRS—air bags), occupant restraint controller (ORC), seat belts, active head restraints,

necessary before and after collision repair.” “Furthmore, voltage loss, collisions, significant vehicle disassembly, interior trim repair or removal, and

Figure 9

Hunter Engineering Company not having a zero thrust line will cause the vehicles radar to read different than it is supposed to (Fig. 8). So next time an adjuster wants only a two alignment, and you comply, you could put your customer in a very compromising situation where they are not aware of the risks. You are the professional. Do not put your customer’s safety in jeopardy because an

Figure 10

Warning, and Adaptive Headlamps to name a few. Again, all these systems are tied into the ECS/SAS. Let’s shift gears and take a look at the scanning process as it relates to col-

46 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

glass removal and replacement operations could trigger DTCs prior to or during collision repairs, which could result in improper vehicle performance.” These two paragraphs were taken from the Fiat-Chrysler web site. Next,

Figure 11. 4-door

take a look at what Honda says about post scans: “Any repair that requires disconnection of electrical components in order to perform the repair will require a post-repair diagnostic scan to

confirm if the component is reconnected properly and functioning. Damage that requires body parts replacement will always require a postrepair diagnostic scan.” Remember, mirror switches, window switches, power door locks, fuel

door switch, and trunk switch can be attached to a door trim panel and they are connected to a computer module that uses electrical current to operate. The charts here show the possible diagnostic trouble codes (DTCs)

that can set for power window. Systems and DTCs vary by model, year and trim level; but this has been true for the past 10-12 years (Fig. 10). Any of these items could set of DTM code. If you do not think this is nuts, look at the next flow chart from Honda (Fig. 11). The chart here shows the Inputs and Outputs of the power window master switch, which is an electronic control unit (ECU) “computer” with inputs, processing, and outputs. Any on the 15 trouble codes can be triggered by just R&I of a trim panel and look what it takes to diagnose the problem. Here is another example of a DTM code being set off which may seem crazy. This is a photo of my 2012 Ford Pickup (Fig. 12). I was loaned an Air Pro Diagnostic Remote Scan Tool for this article (more about the tool later on in the article.) I hooked it up with the help of a Repair Shop Owner. The first thing he did was set up device that would maintain a constant voltage (more on this later also) during the scan. After a couple of minutes, I received by email the following printout on the scan (Figures 13a, 13b). The technician on the other end

phoned me to explain that my radio antenna had a negative to ground DTM code. He asked me if I had my antenna off which I replied that two days prior, I had my truck washed and the antenna was temporarily disconnected. When the car wash replaced the antenna and started up the truck, it

Figure 12

triggered a code. This code did not affect the radio operation. The tech then proceeded to clear the code. There are a number of ways that a shop can perform a pre- or health scan and a post repair scan. You can purchase an aftermarket scan tool. They vary in price from inexpensive to expensive. Usually the

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 47

higher the price, the greater the capabilities of the units. Cons, the programs may not work on current year vehicles, programs have

/wp-content/uploads/ 2016/12/DRAFTScan-Tool-Overview-12-19-16.pdf). Let’s take a look at how a remote diagnostic unit works. I am going to do

Figure 13b

the OB2 port (Fig. 14). The prompts on the lap were followed. A report was sent to the shop after the scan was completed (Figures

15a, 15b). Two fault codes were triggered by the blind spot system. The technician See Know the Terms, Page 54

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Figure 13a

to be continually updated, and may not have OEM proprietary information. Another way to have a mobile service come to your shop for each scan or sublet the work to a automobile service shop or OEM dealer. You know the pros and cons of both. Finally, there are remote diagnostic services that use the internet. AsTech and Air Pro are companies that either supply an interface unit (AsTech) or a laptop (Air Pro) that connects to the internet or with a remote location where a technician can read the codes. To get a better understanding about the pros and cons, go to the following CIC web site (http://www.ciclink.com

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 49

Continued from Page 36

MARP

alignment process. I believe today’s EMS has very little to virtually no definitive information in reference to complete vehicle structural evaluation assessment, structural component replacement determination, the necessity of required tools, precise realignment order of directions, 3D image modeling or technical performance training assistance. The EMS diagnostics capability is subject to the interpretation of the end user.

How are you able to address this with MARP and your issued patent?

Our mission is to implement informational MARP applications of technology into all existing 3D vehicle data illustration and EMS software. We have the following goals:

1) Introduce new standard practices for systematical structural realignment order.

2) Create innovative EMS diagnostic practices for complete and precise vehicle structure evaluation assessments. 3) Provide 3D real-time image modeling for EMS.

4) Provide robotic bench fixture capabilities.

5) Develop our patented process into a virtual reality simulation application to transform vehicle structural repair industry practices and establish industry-wide innovation with performance training.

6) Develop valid certification levels for technical advancement.

7) Distribute educational information worldwide to collision repair facilities, OEM certification programs, technical colleges and vocational institutes.

What is your background in the Q: industry? I’ve worked in this industry for A: 43 years, specializing in structural automotive realignment. When I

was in high school, I attended an auto body course for two years at DCAVTLI. I went on to attend a 22-month course. I

was fortunate to have the same instructor for all four years—Ray Sweden. Ray recognized my talent for welding and working with metal. I was able to graduate a month early with Ray’s help and he placed me in an automotive frame shop, in the mid-1970s, called

way to my issued patent. I give credit to Lavell’s design in equipment for being awarded an issued patent for ‘system and method for repairing and re-aligning damaged vehicle body and frame structures’ in 2012. Thank you Lavell! Lavell is now 90 years young and this year marks the 50th anniversary of Lavell taking the legendary frame machine to market in 1967. Chief acquired the patent for the EZLiner in 1972 and the rest is history.

Lavel Chisum’s prototype design for EZ-Liner II using the Multi-Axis measuring system

MPLS Bee-line. I’ve been mastering this lost art ever since. Ray has been a great friend, inspiration and mentor throughout my 43-year career. After working in the private sector for several years, I became self-employed in the mid-1980s. I operated a frame repair facility for a few years in my home state of Minnesota and then migrated to Phoenix, Arizona. There I met John Rang, a Celette distributor, who introduced me to the dedicated bench fixture repair system. I was offered the opportunity to become a Continental frame equipment distributor-sales representative. This is when I gained a tremendous knowledge of using various frame machines, measuring devices, vehicle anchoring methods and bench repair systems. I took in dozens of used systems on trade, refurbished the machines, then utilized the various equipment in my repair facility, MFS, before reselling to the market.

How do you envision Q: MARP being implemented in the collision repair

industry?

The process can be implementing into existing EMS and 3D A: vehicle data software programs, which

provides continuous on-the-job diagnostic performance training with every repair. MARP can be adopted throughout the collision repair industry as well as by vehicle manufacturers, insurance companies, and training facilities including technical colleges and vocational institutes. In addition, re-

OURCE PARTS S YOUR KIA

alignment equipment manufacturers, vehicle data companies, OEM re-certification programs and virtual reality simulation centers might also see advantages integrating with MARP. We envision that users will subscribe or lease the process through a web-based port, which will provide access to EMS-enhanced vehicle data.

How would it make a differin the industry? Q: ence The repair industry needs accuA: rate diagnostic structural realignment evaluation assessments on

the complete repair. MARP will allow collision repair center and insurance company personnel to obtain accurate evaluation assessments on structural repair. They will have remote viewing of customized step-by-step diagnostic realignment directions for efficiently repairing all types of vehicle structural damage. For more information, contact Greg Marion at 651-583-4984, marion recon@hotmail.com, or LinkedIn: https://www.linkedin.com/in/grmarion/. Details are also available on https:// www.youtube.com/watch?v=jYkh2T BBvmk.

The right part makes the difference.

How was Lavell Chisum instruQ: mental in the development of MARP? Once Chief acquired ContinenA: tal’s universal measuring system (UMS) and data center in the early 1990s,

I was offered a frame equipment distributorship from Prodigy ART (Advanced Repair Technology). This is where I met the renowned inventor of the EZ-Liner frame machine—Lavell Chisum. If it wasn’t for his innovative EZ-Liner 196 multiple hole bed design, I would never have gained a diverse understanding of ‘multiple simultaneous, realignment vectors.’ It allowed me to discover the math behind the age-old mystery of frame straightening. Lavell’s innovative mechanical measuring process gave me insight to a new dimension and paved the

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Day Job/Night Job Long Island, NY, Shop Owner Creates Graffiti Mansion with Ed Attanasio

Glen Cove, NY is a beautiful, laid back coastal town on Long Island and is well-known for things like its annual sailboat races and free summer concerts. Last year, when Joe La-

world-renowned graffiti artists to cover the entire building with their art both inside and out, it created a buzz that led to a big story in the New York Times and got the locals talking. LaPadula buys and renovates old buildings in Glen Cove, so when he got the chance, he bought a 9,000 sq. ft. local historical landmark. It was originally owned by J.H. Coles, one of the first five families of Glen Cove that dates back to 1810. His initial plan was to reopen the mansion as a restauTaking a mansion that was built 207 years ago and rant, but after renovations were turning it into a piece of graffiti art was the brainchild postponed, he got some Andy of Joe LaPadula, the owner of Martino Auto Concepts Warhol-like ideas. “I bought in Glen Cove, NY. Credit: Sean Basdaranos the building a year ago and Padula, a body shop owner, bought was trying to figure out the best way to an abandoned, centuries-old mansion use it,” LaPadula said. “No one wanted in Glen Cove with big plans to reno- it because of the age and the fact that vate it, it barely made the local news. part of the structure is an historical landBut when he decided to work with 150 mark, but I liked it. Then I got the idea

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

of just blasting it with graffiti throughout the entire building. I figured after a while, I could start my renovations and

other things in the past, so I knew that he was the right person to work with me on this project,” he said. “I told him that the building was in pretty bad shape, but we decided to cover the place with graffiti anyway. We covered some of the floors and beams to protect them, because it is vintage wood and started letting the artists in to do their magic.” After the artists were done with their work and the house was ready for the world to see, LaPadula (left) and his partner, Jon Holzer at Martino Auto LaPadula had an opening Concepts, are Mercedes-Benz, Audi and BMW-certified and party attracting 1,200 people. restore luxury vehicles. Credit: Sean Basdaranos Some people in Glen Cove cover it all up and that’s when it really didn’t like the way it looked and there took off.” was a little pushback until the New For a partner in this artful endeavor, York Times and local TV stations LaPadula immediately thought about showed up in force to cover the openSean Sullivan, a renowned Bronx-born ing party. “The mayor told me to paint graffiti street artist with whom he had the outside of the building after the collaborated on other projects over the party, which we gladly did, so now years. “Sean and I did some art cars and we’re looking for our next move with

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jumped into the collision repair industry in a big way, which is the only way he travels. Today, Martino Auto Concepts operates out of a 25,000 sq. ft. facility and employs 24 people. The shop is Mercedes-Benz, Audi and BMW-certified and specializes on working on luxury, high-end vehicles. LaPadula knows from experience that his various activities in Long Island end up promoting his shop and leading to further business, he said. “It’s difficult to market collision work to the consumer. It’s like going to the doctor, there’s nothing there to glorify. I have always been around custom By creating art cars and working with artists on other work and I like doing it, but reprojects, LaPadula gets a ton of exposure for his shop ally I do it to advertise my body without spending a dime on marketing or advertising. shop. I do it through my custom Credit: Sean Basdaranos work and charity car shows and LaPadula, 48, grew up in the collinow I work heavily with the art comsion business and has always had paint munity. We’ve done two arts cars—a dust in his veins, he explained. “Forget Ferrari and a Lamborghini—that really about it, I grew up working at the famput me on the map. Our art cars get a lot ily gas station in Jackson Heights and I of attention and as a result, my shop gets just kept rolling from there,” he said. a lot of free publicity, so it works well. “My grandfather was in the business Plus, they have given me a lot of other and my father after him, so I’m three opportunities to be in car shows, curate generations in this industry.” art shows and market my main business Twenty-six years ago, LaPadula through all of these other avenues.” the interior.” Although LaPadula planned to make his graffiti exhibition only a placeholder before converting the house back into a restaurant, he is now thinking about making the building a museum where visitors can enjoy the graffiti and street art.

Does LaPadula consider fixing crashed cars a form of art? “Absolutely,” he said. “Collision repair is under appreciated. We get these cars with airbags blown and wires everywhere and now we have to put them back together, guaranteeing their safety and a quality repair. And then after we’ve done all of our work, they just get back in the car and take it for granted. I joke with my artist friends that the only difference between the two of us is I get paid for my work. My people are artists, no doubt, and I tell them that all the time.” LaPadula’s graffiti art mansion is not currently open to the public, but so many people were impressed by his creation that they want to partner on this project with him in some form or another. So stay tuned.

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Continued from Page 48

Know the Terms

found that the blind spot monitor was not connected, which he proceeded to reconnect (Figures 16a, 16b).

It should be noted that Toyota in CRIB # 177 (Go to here for the CRIB: http://crrtraining.com/CRR2/ assets/pdfs/CRIB177-SRS-OccupantClassification-System-Initialization .pdf) states the following:

gardless of occupancy: • The OCS Electronic Control Unit (ECU) is replaced • Accessories such as a seatback tray are installed on the passenger seat • The passenger seat is removed and replaced or reinstalled • The vehicle is involved in an accident or collision. In other words, a calibration of the OCS system needs to be performed (Fig. 17). The Air Pro technician also performed this operation when the tech-

Figure 16a

Figure 17

Figure 16b

Figure 15a

Any of the following conditions could set a DTC, illuminate the SRS MIL, or cause the PASSENGER AIRBAG light to indicate incorrectly, re-

nician performed the next scan (Figures 18a, 18b). Also the codes for the blind spot module were cleared. With the codes clear, the vehicle was ready for its final Q/C and detail See Know the Terms, Page 58

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Choice and Consequence: WIN's 2017 Educational Conference Keynote Presentation by Chasidy Rae Sisk

Among the many wonderful motivational speakers who delivered presentations and shared their wisdom during WIN’s 2017 Educational Conference was Keynote Speaker Chuck Gallagher, President of Ethics Resource

Gallagher shared his personal experiences with the results of engaging in unethical behavior

Group, whose entrance elicited amusement and bewilderment from the audience as they observed his orange prison jumpsuit and handcuffs. “Every choice has a consequence,” Gallagher intoned. Recounting his admittance to prison in October 1995, Gallagher said, “That day, I became an inmate, considered a nobody by many, due to my crimes. Fortunately, that was a long time ago.” Shedding his jumpsuit and releasing his restraints, Gallagher made his first point: “Ethical lapses don’t start BIG!” A series of questions about attendees’ willingness to voluntarily break the law, an action all agreed was unethical, led to evidence of the audience’s unintentional deceit when asked who had exceeded the highway speed limited by 5-10mph in the past two weeks. Gallagher chided, “It’s easy to make unethical choices when they seem socially acceptable.” In groups, attendees discussed some socially acceptable actions that may not be ethical. Some examples included charging for repair items not completed, waiving deductibles, and lying about what stage of the repair process a vehicle is currently in. Gal-

lagher pointed out the lack of ethics involved in violating copyright laws by taking pictures from the internet and sharing information about work or someone else’s personal life on social networks. Industry concerns could be leading customers, embellishing capabilities, or cutting corners to improve profits. Common excuses are employed to justify the social acceptability of some unethical acts. “It’s always been done this way,” “Everybody’s used to it,” and “Nobody’s complained before” are just a few examples Gallagher provided. While an individual’s intentions may be good, that does not excuse unethical behavior. Similarly, in group settings, the subjective nature of culture can only be proven to be ethical when the systems, which are objective, support this delineation. Gallagher discussed some well-known unethical behaviors demonstrated by public figures. Asking attendees if they would voluntarily do something to derail their careers and get placed in jail, Gallagher answered, “Of course not, but it’s simple to take that first step. We all have blind spots, especially when we think emotionally instead of rationally. Slippery slopes take place.” The three primary reasons people fall into ethical lapses are financial problems, relationship issues, and health concerns, but how does an otherwise honest person take that first step to doing unethical things? Fear leads to misdirection and lies, as emotions overrule rational thoughts. Need creates opportunity, and in order to sleep at night, the perpetrator will rationalize their behavior, believing they are merely borrowing money instead of admitting they’ve stolen it, for example. “Once you start and there’s no consequence, and you do it again and there continues to be no consequence, you begin to believe there really are no consequences to your unethical actions,” Gallagher explained. “When

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your life is in balance, you can think rationally, but if it’s out of balance, you’ll search for quick solutions because you want to restore that balance.” In addition to things people know aren’t so and things people don’t know that they just don’t know, there are also things that people choose not to know. Elaborating, Gallagher noted, “We know something wrong is being done, but we choose to ignore it. We can be

Gallagher taught WIN Conference attendees that “Every choice has a consequence”

unaware until we’re aware, but once we’re aware, we can never be unaware again.” “Ethical training is important because most people prefer not to be the subject of Breaking News,” Gallagher quipped, tone changing to serious as he added, “Every choice has a consequence, whether it’s good or bad, and you cannot avoid that consequence. The truth will always come out; it’s easier to deal with the truth upfront than the consequences of not telling the truth.” Defining true success as making an impact on the lives of others, Gallagher recalled how he contemplated suicide after his release from prison. Reaching a psychologist by phone, the man’s words saved his life: “You’ve made a terrible mistake, but YOU are not a mistake. The choices you make tonight will create the life you live and the legacy you leave your children. Make good choices.” In closing, Gallagher reiterated, “Make good choices because the truth will come out, and what you do has an impact on other people because every choice has a consequence.”

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for delivery. I think there is enough information for you to grasp at this time. The next in-

Continued from Page 54

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Figure 18b

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Figure 18a

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WIN Seminar: Creating a Better Version of Yourself with Mike Jones by Chasidy Rae Sisk

On May 10, Discover Leadership Training’s President Mike Jones presented “Creating a Better Version of Yourself” during the last day of WIN’s 2017 Educational Conference. Drawing on his personal experiences flying police helicopters, creating programs for high school students to encourage their success, and as a cognitive scientist, Jones noted, “Words are not bad. People use words in bad ways. I urge you all to listen with the intent to be influenced, or you’ll miss the opportunity to be a better you.” Learning how to best one’s best requires incrementally taking small steps and getting small wins. Utilize your strengths, and though Jones admitted that vulnerability is scary, he urged the audience to be vulnerable enough to ask for help when it comes to their weaknesses. Asking everyone to consider the words “revolutionary” and “extraordinary,” Jones advised, “The insanity is in the sanity. Traditions are the beliefs of the dead, and traditionalisms are the dead beliefs of the living... In order to

get some, you’ve got to bring some WIN the moment!” Rather than listening with the intent to be influenced, people often listen to others in order to prove them wrong, thus proving themselves right. Because people listen to respond, once they receive a stimulus, they formulate an answer and stop listening. Engaging attendees in a listening test, Jones emphasized, “If you listen with your own filter, you’ll formulate answers that aren’t part of the conversation. We act in accordance with what we believe the truth is; you act according to your own truth, and conflicts in relationships are often derived from the misunderstanding between my truth and your truth. People frequently operate on their own truth and treat that truth as if it’s common sense.” Having the audience gauge his meaning of the words “expensive” and “fast,” Jones demonstrated the ambiguity of these words and how easy they can be to misconstrue. “Words create pictures, and pictures create emotions. Energy and action follow thought. If you look at the chasm created by the ambiguity of certain words, you see

how we communicate with the people in our lives and the reasons for many conflicts; we rarely clarify someone else’s meaning to ensure we’re on the same page. Game changers take the time to clarify so there’s no break in communication. If you take the time to make sure they heard what you said before you execute, there will be fewer do-overs.” Jones continued, “Don’t move backwards, only move forward. Winners lose more often than losers lose, but it doesn’t faze them because they know life begins outside the comfort zone.” Looking at the theme of WIN’s 2017 Educational Conference, “Be Extraordinary with Balance, Purpose and Results,” Jones insisted results must be first and last, and the outcome defines where a person is going, but if they do not know the desired outcome, they cannot know which direction to take. “Be outcome focused,” he stated. “You must be specific in order to hold yourself accountable. Create new behaviors you can replicate beyond that event. You have to win the moment you’re in.”

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Purpose is something deliberate and intentional. Rather than saying “this is just who I am,” acknowledge “this is who I choose to be.” Jones believes, “Each of us can choose who to be in the moment to achieve the outcome we want. You already have all you need to be successful - you just need to choose it.” Balance is to place things in context. According to Jones, “You don’t know if your behaviors are appropriate if you don’t know what your outcome is. Unless you change the picture, you can’t change your behavior. Stop thinking about what you don’t want, and focus on what you DO want. Energy and action follow thought.” In closing, Jones said, “I know the difference that women make every day! I’m passionate about what WIN does and incredibly emotional about the energy of the extraordinary people in this room.”

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WIN 2017 Educational Conference Features Presentation on “Customer Care Culture” by Chasidy Rae Sisk

On the final day of WIN’s 2017 Educational Conference in Denver, CO, Steve Trapp of Axalta Coating Systems and Rigina McNaughton from Salsapants, Inc. discussed “Creating a Customer Care Culture, and Finding and Inspiring a Staff to Support It.” Stressing the importance of the HR process, Trapp stated, “We need to retain the people we have and attract new people. Then we need to take care of them all.”

Steve Trapp emphasized the importance of retaining current employees, attracting new employees, and treating all of them well

To begin the recruiting process, businesses need to become the “employer of choice.” Trapp explained, “First, determine what makes your business special, and then include these factors in your employments ads. You should also post an employment resume on your website to demonstrate what makes you so unique.” Effective methods for advertising include employee or customer referrals, window signage, company websites and social media, as well as advertising on local high school and college job boards and initiating internships. Trapp cautioned, “Younger employees have to know there’s a career path, so it’s important to recognize people’s aptitude; we need to rethink what direction these impressionable people entering the industry go.” When screening applicants, begin by determining which candidates meet your criteria and then perform phone screens to ascertain their emotional intelligence which determines how people manage behavior, navigate social complexities, and make personal decisions that achieve positive results. Since a customer service representative will be the first person with whom a customer interacts, these individuals must be positive, articulate and responsive; they should be curious about other people because it’s important to understand why customers react a certain way.

Because interviewing is imperative to selecting the right people to employ, a face-to-face interview is next. This includes a welcome, a description of the interview and hiring process, a company history, and a job description. Questions should generate examples that are not hypothethical, and then the interviewer should look for contrary evidence to ensure the candidate is genuine and if they possess the desirable behaviors, traits and skills for the position. Potential hires should also be given an opportunity to ask questions. The initial interview will be conducted by the General Manager, but if a second interview is required, it should be done as a means of obtaining a second opinion and should take place with another authority in the company. Interviewers should be looking for customer service traits in candidates, such as patience, attentiveness, clear communication skills, positive language, time management skills, tenancy, a willingness to learn, and the ability to read customers. McNaughton stressed, “Reading people is important as a way of figuring out what your customer wants and being able to reassure them. It’s okay to test people in interviews to determine if they have the traits and emotional intelligence necessary for the position.” Once you’ve made a hiring decision, it’s vital to put a new employee “in the right seat.” Define their work schedule and job description, and set expectations of their job accountabilities and your company’s pay plan. Employers should also customize and set a daily training schedule by position with quizzes and a checklist to be signed by the manager and the trainer. Managers should also explain the company’s mission, values, key policies, procedures and history, ensuring that this message is provided consistently. Job specific orientation and training is the next step, and shops should also find additional ways to develop staff. Review work and quality standards, consider using I-CAR or AMI curriculum for new hires, and send appropriate individuals to OE certification training or Axalta product and color training, Trapp advised. Employee mentorship programs are also beneficial as the mentor provides a focal point for the new employee to get help and information, plus this establishes an early notification

60 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

system for potential problems and lost opportunities to integrate new employees effectively. McNaughton warned that 75% of apprentices leave in their first year due to a lack of communica-

Rigina McNaughton taught WIN Conference attendees about the importance of potential employees possessing the right traits and high emotional intelligence

tion and false job expectations. To circumvent this cycle, she suggested matching the communication and learning styles of the mentor and mentee to enable better communication. Mentors should meet with their mentee regularly, every few hours for the first month, to provide accountability, but it’s important to remember that everyone learns at different rates. Feedback

should be delivered in a ratio of four positives to one negative. Establishing a reward structure can make work fun and meaningful. Rewards can be spontaneous or given through contests or at pre-shift meetings to recognize superior performance. A company’s culture is set by its owners and managers. According to the Circle of Customer Service, if the owner takes care of the employees, the employees will take care of the customer who, in turn, takes care of the owner. McNaughton warned, “When you set expectations and fall short, you have a lower satisfaction rating because people remember what happened last. Keep it positive.” To develop a 90% retention rate, make a connection with employees and encourage them to connect with customers because happy employees and customers lead to a happy work environment which improves employee retention. Holding an annual review and coaching session is valuable, but it’s important to provide negative feedback and coaching immediately, rather than holding it for the review; the annual See Customer Care Culture, Page 73

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National Associations

Chasidy Rae Sisk is a freelance technical writer from Wilmington, Delaware, who writes on a variety of fields and subjects, and grew up in a family of NASCAR fans. She can be contacted at crsisk@chasidyraesisk.com.

WIN’s Extraordinary 2017 Educational Conference with Chasidy Rae Sisk

The ladies and gentlemen of the someone who is open and welcoming, so, by trying to fabricate an appropriate freedom to take your life back or to creWomen’s Industry Network (WIN®) while someone who shakes with their emotion response, the liar ignores their ate the life you choose comes from the Rae palm Siskfacing the floor or squeezes too body language.” took Denver by with storm Chasidy on May 8-10 freedom to make your own decisions. during the association’s 2017 Educatightly is unconsciously revealing a need The last speaker on It’s important to recognize the tional Conference, “Be Exto be in control. A limp handMonday was Kevin Wolfe separation between yourself traordinary with Balance, shake generally indicates a of LeadersWay, Inc who disand your thoughts. Gaining Purpose and Results,” held at person with no backbone, with cussed the “Path of Choice.” freedom is about separating the Westin Downtown Denexceptions being those with Defining adamantine as yourself from your thoughts,” ver. This year’s conference health conditions such as solid and unchanging, Wolfe Wolfe stated. attracted the most attendees arthritis; Brown also pointed informed attendees, “You Wolfe continued, “It’s not with Ed Attanasio of any WIN conference toout that Asian culture considcan’t move people who that your mind controls WIN Chair date with 205 collision repair Conference emcee ers a firm handshake to be know what they want, who you—you just don’t know Petra Schroeder welcomes industry professionals gathrude. have a definitive how to control your mind. In Susanna Gotsch attendees to helped facilitate ered to learn from, network Although it’s genpurpose in life.” every situation, choices are WIN’s 2017 the introduction with and celebrate each other. erally believed that Insisting that the made; either you make them, Educational of each speaker Event emcees Susanna crossed arms indinews makes it apparor they are made for you.” Conference withHart Ed called Attanasio Gotsch and Cheryl the cate someone who’s closed ent that humanity Communications Comconference to order, going over the off, it typically means that the needs to be saved, he exmittee Co-Chair Jessica Rob shared agenda, addressing housekeeping individual is comparing what plained the number of things the group’s 2016 key accomplishitems, and reading Antitrust guidelines you’re presenting to what that constantly need to be done ments: releasing 23 press releases and Cheryl Hart before introducing WIN Chair Petra they know and it’s different, creates overcapacity which increasing social media followers by was one of the Schroeder who welcomed attendees but they will become closed if conference emcees causes the mind to race and in29%. and kept attendees and recognized WIN’s founders, chairs, you don’t force them to open hibits sleep which is incredibly An outdoor scavenger hunt was with Ed Attanasio laughing at her champions, scholarship winners and six up. Brown suggested handing detrimental to physical, emoscheduled as an interactive way for asantics male attendees. She also noted that them something to persuade tional and mental health. “Your sociation members to learn about DenWIN’s two strategic goals are to build physical openness which leads to cogthe WIN network and to enhance the nitive openness. association’s organizational capacity to People showing their palms is an support that network. indication that they’re telling Next, Schroeder withhonored Thomas Franklin their truth, which isn’t necesWIN’s departing board memsarily THE truth. Tented finbers Denise Caspersen, Sugers indicate ultimate sanna Gotsch, Terri Neely confidence, and this very and Amy Nuttall. Emphasizpowerful gesture can create THESE DEALERS ARE MERCEDES-BENZ ing the value of collaboration self-confidence when the poGENUINE PARTS in WIN, Schroeder stated, “I sition is held. Brown menBody language SPECIALISTS. can do things youwith cannot,Ed andAttanasio expert Traci Brown tioned that the acceptable è USE GENUINE MERCEDES-BENZ PARTS. you can do things I cannot, taught attendees to amount of eye contact during “pay attention or but together, we can accoma conversation is 60%; less pay with pain.” plish great things.” causes people to doubt your NEW YO RK D EL AWA RE The first presenter at the conference attention, while more comes across as Mercedes-Benz Mercedes-Benz was Body Language Expert Traci crazy. 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ver, but when the hail made that plan PPG, in addition to many other sponnized 2017 MIW Honoree learning to fear less.” Cristina Fronzaglia-Murundesirable, a little creativity sors at various levels. DeVere emphasized the imand adaptability recreated the Next, Chuck Gallagher of ray who was unable to stay portance for each person to game to allow for it to be for the evening’s festivities. Ethics Resource Group prehave things that motivate and played in the hotel. After the After a networking break, sented “Positive Choices for drive them in life. “Fear holds evening’s Welcome RecepBusiness Ethics,” explaining Sullivan and Amy Nuttall, people back, but so does not tion, Dennis Watkins of the the relationship between Co-Chairs of the Membership paying attention to an opporChicago Magic Company enchoices and consequences Committee, announced that tunity that’s right in front of Jody DeVere encouraged tertained WINners with unand how easy it can be to WIN ended 2016 with 508 your face. Fear is your worst conference canny feats during “Magical Depicted providing make an unethical decision members, the highest count enemy in life and must be conan update from the attendees to Thinking: Find the Extraordiyet, and the organization also when it’s socially acceptable. quered. When you feel afraid, Communications become their nary by Imagining the ImposTechnology Committee hosted two educational webiit’s exactly the same physioCommittee, best selves sible.” Co-Chairs Jaclyn Byers and nars last year. Schroeder follogical response as when Jessica Rob received WIN’s Tuesday morning comJenny Anderson updated lowed with a Governance Committee you’re excited. Tell yourself you’re just menced with WIN’s Annual 2017 Cornerstone WIN members on their curUpdate. excited, instead of giving weight to your Award Scholarship Walk at 7AM Before lunch, Jody DeVere, CEO rent focus which is designing fear, and you can do it!” which began with raffle prizes and a new platform and website to high- of AskPatty.com, danced up on stage to Worry is another bad habit and stretching before a sea of blue and light the who, where and why of energetic music to present “On Becomtime waster, and people always project gold flooded the 16th Street Mall, WIN. Next, Michelle Sullivan recog- ing Extraordinary,” using many anecthe worst case scenario when worrying boasting a record 115 walkers who dotes from her life to motivate about the future. Worry can diminish raised nearly $3000, another record. her audience to aspire to be performance, but staying focused on The Scholarship Walk was sponsored their best selves. “The things the here and now generates time and by BASF, Fix Auto, Safelite Soluyou did as a child are your inenergy. DeVere recommends allowing tions, OEM Collision Repair Roundnate abilities,” she taught. “It’s yourself to worry two days each table and Valspar Automotive. really important to know what month, using the other days to focus on After Gotsch and Hart welcomed you’re good at, but the gifts solving the problem. “There is no try; attendees to the second day of WIN’s you’re born with need to be dethere’s only do!” DeVere concluded. 2017 Educational Conference, they veloped throughout your life. After lunch, conference attendees recognized the sponsors who made the You may have leadership qualwere assigned to two of three breakevent possible, starting with Platinum ities that just need to be honed. out sessions. The available options Sponsor AkzoNobel and Gold SponYou must identify and develop were Allyson Young’s “Managing Our WIN’s 2017 Scholarship Walk set new records with 105 walkers and $3000 raised sors Axalta, BASF, Enterprise and your strengths which begins by Energy,” Kelly Stalcup’s “The Im-

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portance of OEM Certification,” and and spiritual energies as well as fo“Why Is It Important to Attract, Hire cusing on healthy relationships. Invest and Retain Women Employees?” pre- in yourself by eating well, releasing sented by Jody DeVere (full coverage anger, doing something for yourself, on page #). and avoiding toxic relationships. In “Managing Our Energy: UnSecond is choosing your attitude. leash the Power of Positive Energy,” “Every day, you have a choice to be K&N’s HR and Brand Director Allyson positive or negative. Life is 10% what Young addressed how to manage enhappens to you and 90% how you ergy in order to always bring the best at react. No one can control your attitude, work and in one’s personal life. It bebut you have the ability to affect others gins with focusing on managers to drive each day. Change your inner voice by energy because “your frontline working on the present inteam members’ energy will stead of dwelling on the past. never surpass the energy of Identify the cause and effect their manager.” of problems, ask more quesDefined as a level of intions rather than sharing tensity or emotion, or a vibe opinions, and focus on thinkgenerated by others, energy is ing instead of reacting emothe things one thinks, says or tionally,” Young suggested. Allyson Young does, and it is highly conta“Being in the present deterlectured on gious, whether it’s positive or mines your future. The past “Managing negative. According to Young, doesn’t have to dictate the fuOur Energy.” “Having high energy is nonture unless you let it.” negotiable. Positive energy drives sucThe third step is being present, cess - vision fuels passion which creates listening and interacting attentively drive. Managing your energy requires and respectfully. The final step is to creating habits and can take hard work.” strive to add value to others’ lives Young described four steps to which can be as simple as sharing a managing energy. First, you ooze out smile or saying hello or thank you. what you put in, so it’s imperative to Young recommends finding five optake care of your emotional, physical portunities to add value each day:

“Doing just a little extra adds value. Everyone is going through something, and your interaction with them can make a huge difference.”

Petra Schroeder introduced WIN’s attending board members

On Tuesday night, WIN held its MIW and Scholarship Awards Ceremony and Gala which included updates from the MIW and Scholarship Committees. After Schroeder kicked things off on Wednesday morning, Jessica Rob provided a Nominating Committee Update, and Schroeder announced three new appointments to the board for 201718: Kathy Coffey, Louise Martone and Kathy Mello. The 2017-18 Executive Committee consists of Schroeder as Chair, Beverly Rook-Twibell as Vice Chair, Jessica Rob as Administrative Vice Chair, Jenny Anderson as Secretary, and Michelle Sullivan as Treasurer.

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Next, Schroeder presented the 2017 WIN Cornerstone Award which recognizes the efforts of a board member whose commitment and actions

serve as an example of what WIN is all about. WIN’s Chair chooses the recipient of this award with input from the board, and Jessica Rob was honored with this year’s WIN Cornerstone Award. Outreach Committee Co-Chairs Marie Peevy and Schroeder provided an update on how the group is managing opportunities for WIN’s presence at industry events, announcing that the association attended 29 events in 2016. The first educational seminar on Wednesday morning was “Creating a Customer Care Culture, and Finding and Inspiring a Staff to Support It,” preSee Educational Conference, Page 73

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Shop Showcase

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

Elite Electronics Gives Body Shops an In-House Mechanical Department with Ed Attanasio

After the economic implosion of diagnose, repair, and correct vehicle 2008, many body shops decided to computer systems more quickly and add mechanical repair to their menus affordably than body shops can, and of services and with quicklyEd found out it that’s why shops use their services on Attanasio wasn’t quite that easy. When a regular basis. “We fix methe economy turned around a chanical and electrical issues few years later, many of them on wrecked cars every day, so stopped offering these servwe’re going to be faster on ices because they realized diagnostic processes than that they needed to focus on your average mechanic becollision repair and not mecause we run into the same Ed Attanasio chanical repair. with They found issues again and again,” Don Owner Don out that it requires too many Smith began Elite Smith, the company’s owner, Electronics with resources, including equipsaid. his wife and one ment, tools, training and the Smith trains his mechanmechanic, and right people to be a real me- today, the company ics to get out of the mechanchanical repairer. So they employs 55 people ical mindset and look at with Attanasio went back to doing whatEd they things from a collision reand serves more than 200 know, and most of them will pairer’s perspective, he said. customers tell you that this was a smart “If a body shop is trying to move. provide mechanical services to its cusBut if a body shop needs mechan- tomers, it’s difficult because it’s a ical repairs on crashed vehicles in completely different thought process. their facility, what are their options? You’re not repairing something that with Sending a vehicle downStacey the streetPhillips to was damaged in a wreck; you’re fixanother shop for some diagnostics or ing something that is just worn out or an electrical repair is never a good defective. We need techs who can idea, not to mention what it can do to think from the collision side so that your customers, cycle time or DRPs. they’re looking for the right things. We are able to fix not just electrical, but anything that is with Stacey Phillips wreck-related or not.” The story behind Elite Electronics began way back in 1996, when Smith was first exposed to the industry from the accessory-side, he explained. “I started out inwith Stacey Phillips stalling car stereos and car alarms and we had to be cognizant of the airbag systems Elite Electronics fills a niche by providing the full gamut of while doing so. At one point, mechanical repair services with a focus on fixing wrecked we had to replace an airbag cars for body shops and collision centers in six states that deployed, and that got me In a world where is interested in airbags. So a friend told withspecialization Stacey Phillips king, Elite Electronics of Richardson, me about a place called Friendly ElecTX, fills a niche by providing the full tronics in Dallas, where I worked and gamut of mechanical repair services learned the airbag side of it.” with a focus on fixing wrecked cars In 2005, while in the military partfor body shops and collision centers time and going to school full-time purin six states. The big four—ABRA, suing a business degree, Smith saw an Service King, Gerber Collision and opportunity and seized it. “We were Caliber Collision—all use the servable to scrounge some money together with Victoria Antonelli ices of Elite Electronics, with 60% of and start Elite Electronics,” he said. their business coming from MSOs, “We saw some other companies trying but they also work with small inde- to what we wanted to do and not really pendents as well. doing it successfully, so we put $40,000 Elite Electronic’s mechanics can together and went for it.”

Social Media for Shops

SEMA Show Goes On

customers in Oklahoma, Tennessee, Georgia, Pennsylvania, North Carolina and Texas with plans to open up in four additional territories later this year. “The majority of what we do for body shops is what we call general repair,” Smith said. “They don’t have a mechanic and they need someone to come in and replace a knuckle, pull the engine, replace a sub-frame or an engine cradle—things like that. We work with their agreedWith a full fleet, Elite Electronics is able to respond quickly upon rate with their DRP prowhen their customers call, which include MSOs such as gram to where they can still ABRA, Service King, Gerber Collision and Caliber Collision make money, and we also do the work in a timely fashion to where “Day one, we already had our first mechanic with my wife helping us out they aren’t waiting on it and can make their projections and keep their cycle with things like bookkeeping and actime where it needs to be.” counting, so it was definitely a lean opDelegating anything can be difficult eration.” for some body shop owners and manToday, Elite Electronics employs 55 people and serves more than 200 See Elite Electronics, Page 70 In November of 2006, Elite Electronics opened its doors, and the company hasn’t stopped growing since.

Media and Publicity for Shops Shop Strategies

Body Shops Giving Back Tips for Busy Body Shops My SEMA

Shop Strategies

Product Innovation

66 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

with Ed Attanasio

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Chevrolet Sees Spike in OnStar Spanish Requests Chevrolet owners are expected to use OnStar’s Spanish-speaking advisor team more in 2017 than any previous year. OnStar has provided Chevrolet owners with a dedicated Spanish language team for more than 10 years to

Connected Customer Experience. “As a result, OnStar has a dedicated team of advisors who can help Spanish-speaking customers keep safe, connected and ready for the road ahead.”

help with everything from directions to emergency services. Last year, more than 1,000 Spanish-speaking Chevrolet drivers pushed the blue OnStar button in the United States every single day, an increase of 30 percent from 2013. Chevrolet already has seen nearly 100,000 blue button presses in the first quarter of 2017 and expects these numbers will continue to climb in 2017. “We understand that not all Chevrolet owners speak English fluently or at all, but we didn’t want that to be an obstacle in providing them with the same service we offer all OnStar customers,” said Terry Inch, executive director of GM’s Global

Chevrolet owners can have their OnStar requests routed to a Spanishspeaking advisor if they prefer. More than 25,000 Chevrolet owners are currently routed directly to OnStar’s Spanish-speaking advisors when they push the blue button. There are two ways to sign up for Spanish-language assistance. Chevrolet owners can ask a dealer to enroll them at the time of purchase by pressing the blue OnStar button, prompting a welcome call. During that call, the new owner can request that all future blue button presses route straight to the Spanish team. Existing Chevrolet owners with an active OnStar account can also press the blue button and make the re-

Auto Care Careers Offers On-Campus Recruiting Opportunities

As part of its ongoing recruiting and job placement efforts, Auto Care Careers has expanded its college and vocational school outreach to include Auto Care Careers on Campus. The new program partners with universities, colleges and vocational schools to promote the thriving auto care industry as a dynamic place to work. “The auto care industry has a great story to tell students, teachers and career counselors about the exciting career paths available to them in a wide variety of fields, from accounting and engineering to manufacturing and logistics,” said Bill Hanvey, president and CEO of the Auto Care Association. “We have already conducted successful on-campus recruiting events in Pennsylvania and Florida and look forward to

bringing the Auto Care Careers on Campus program to more colleges, universities and vocational schools across the country.” Working directly with the educational institution or through an industry company, Auto Care Careers on Campus will provide the tools and resources necessary to conduct on-campus events, whether in the classroom or as part of a career fair. To date, Auto Care Careers on Campus events have been held at Grove City College in Pennsylvania, the University of North Florida, and the University of Northwestern Ohio. To host an Auto Care Careers on Campus event at a local university, college or vocational school in your area, visit http://www.autocare careers.org/on-campus/ and fill out the online form.

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Continued from Page 66

quest to transfer to a Spanish-speaking advisor on a case-by-case basis or automatically for every call. “Across the board, our data tells us that Spanish-speaking customers are well-informed when it comes to in-vehicle technology,” Inch said. “In addition to using OnStar core services, we’ve seen that Spanish-speaking customers are likely to use the myChevrolet mobile app to remote start their vehicles, lock their cars and even check their vehicle’s diagnostics.” The OnStar Basic Plan is available for five years at no charge on all new Chevrolet vehicles. Any Chevrolet owner with a 2011 or newer equipped vehicle can also receive three free years of the Basic Plan by hitting the blue OnStar button and asking for “Three Years on Us.” The Basic Plan includes access to select features in the myChevrolet mobile app, Dealer Maintenance Notification and Advanced Diagnostics. For more information, visit www .chevrolet.com.

www.autobodynews.com

Elite Electronics

agers who feel like they can do it all, but in the end, they realize mechanical repair is a different beast altogether. “Occasionally, a body shop owner will tell us that they do all of their mechanical in-house and they don’t need our services,” Smith said. “But the reality is that every collision repairer is using one of the services we offer. Whether they’re towing the vehicle to a local dealership to get an airbag light cleared or the mechanic goes on vacation and they have to hire someone else to do it, every body shop needs our services in one form or another. I haven’t found a situation where we’re not more cost-effective and timely than their current solution.” Body Shop Director James Kerby at Reliable Chevrolet in Richardson, TX runs a busy operation, fixing roughly 400 cars every month. So, when he needs some mechanical or electrical work done fast, he does not hesitate to call Elite Electronics. “They make the entire process easier, because they know what they’re doing,” Kerby See Elite Electronics, Page 74

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 71

Plans Coming Together for WIA July Conference by Chasidy Rae Sisk

On July 9 through July 11, Women in Automotive (WIA) will be holding its Summer Conference at the Omni Orlando Resort in ChampionsGate, FL. The conference is designed for automotive manufacturers, suppliers and dealerships, including collision repair centers, and Jody DeVere, Founding Board Member of WIA, notes, “We are very excited about this summer’s conference. We will have an all-star lineup of over 100 speakers, and our focus is on educating and empowering women and men in the automotive community on thought leadership and trends that impact employment and sales growth.” WIA was founded by a small group of women who saw a need to focus on closing the gender gap by educating the industry about attracting, recruiting and retaining female employees, developing female leaders, and increasing marketing knowledge about female consumers. The agenda for WIA’s Summer Conference includes a dozen workshops, a plethora of presentations from industry leaders, keynote awards and a mentoring program, as well as several networking opportunities. Workshops will focus on a variety of topics ranging

from new employees in the industry to developing leaders, branding and even workplace wardrobes. According to DeVere, “Our agenda is rich in content because we are teaching the industry as a whole about women’s employment, leadership, sales and marketing.” This will be WIA’s third conference which attracted 425 attendees last year. “We expect 500 attendees this year,” DeVere reports. “We hope our efforts will help close the gender gap and increase the industry’s effectiveness at hiring women, advertising to women, and developing women into leadership roles.” Some of the speakers at WIA’s Summer Conference include Keynote Speakers Shari Fitzpatrick, Founder of Shari’s Berries and Sharon L. Lechter, author, motivational speaker and philanthropist. Additional presentations will be made by Alex Vetter, CEO of Cars.com and Steve Waterhouse, President and CEO of Predictive Results, among others. Key sponsors include GM Women’s Retail Network, Hireology, CDK Global, Cars.com and Facebook. Early bird registration for WIA’s Summer Conference is available through May 31 at a cost of $395. Regular pricing is $595 per attendee.

WIA will also be hosting a conference in Palm Springs, CA in December 2017, and the group holds smaller events around the country throughout the course of the year. WIA also hosts monthly webinars as part of their ongoing efforts to be an educational resource about important topics for the industry. According to WIA’s mission statement, “Women in Automotive has quickly grown to be one of the country’s most crucial and influential conferences for the automotive industry. It is already being recognized as the destination for the automotive community to gain insight on recruiting, retaining and developing female employees and leaders, and also touches on the all-important aspects of selling and marketing to female consumers.” For more information about WIA, visit www.womeninautomotive.com.

UPDATED DAILY www.autobodynews.com

MARYLAND

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The following dealerships are eager to serve your needs. Call your local Subaru collision parts specialist today! 72 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

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SCRS Education Committee Presents Video on Scanning, Diagnostics and Calibration

On April 18th, the Society of Collision Repair Specialists (SCRS) premiered its newest SCRS Education Committee video discussion, filmed at the SEMA Garage in October 2016. If you missed the open meeting, the video was published to the SCRSCollision YouTube channel on the same day, and features members of the SCRS Board of Directors, SCRS Education Committee and I-CAR discussing the process of scanning and diagnosing vehicle diagnostic trouble codes, as well as the associated calibration steps. SCRS encourages you to join Bruce Halcro, Jason Bartanen, Toby Chess and Barry Dorn as they discuss the process, the equipment, the business considerations and the impact to today’s collision repair process. To watch the video, type the following URL in to a browser: http: //bit.ly/2pQBWpf After you watch the video, share with your staff, your customers and your colleagues. To learn more about SCRS, or to join as a member, visit www.scrs .com.

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Liberty Subaru Emerson (888) 782-9493 (201) 261-3261 Fax

Mon.-Fri. 7:30-6 parts@libertysubaru.com www.libertysubaru.com

Miller Subaru

Lumberton (609) 261-7844 (609) 261-7843 Fax

Mon.-Fri. 7:30-5 dseward@millertransgroup.com

Subaru of Morristown

Morristown (800) 541-1127 (973) 292-0872 Fax

Mon.-Fri. 7-5 wholesale@subaruofmorristown.com www.subaruofmorristown.com

Continued from Page 65

Educational Conference

sented by Axalta’s Steve Trapp and Rigina McNaughton of Salsapants, Inc. This session covered the hiring process with McNaughton explaining how the restaurant business is handled by her company and Trapp translating how these principles can be applied to the collision repair industry. Following a Finance Committee Update delivered by Co-Chairs Cheryl Boswell and Yen Hoang, Liz Stein and Blair Womble facilitated attendees separating into 20 tables, each led by a mentor, for “Networking Activity: An Opportunity to Work On You.” Each group member introduced themselves and discussed the challenges they face in the industry, brainstorming solutions in a safe and secure environment. Stein advised, “What you put in is what you’ll get out of it.” The last session of WIN’s 2017 Educational Conference was “Creating a Better Version of Yourself,” taught by Mike Jones, President of Discover Leadership Training in Houston, TX who urged attendees to “listen with the intent to be influ-

enced, or you’ll miss the opportunity to be a better you.” As the conference drew to a close, Denise Kingstrom informed attendees that, due to member requests for more local events, WIN will be piloting local networking events in three markets. On June 13, events will be held in Chicago, Atlanta and Los Angeles. These events are open to members and non-members, and Kingstrom encouraged attendees to spread the word and help expand WIN’s membership. Conference Committee Co-Chairs Jessica Rob, Wendy Rogers and Yolanda Sandor shared their strategic initiatives for 2017-18: plan the 2018 conference within budget, seek opportunities to promote the conference, conduct the annual scholarship walk, work with the Sponsorship Committee to ensure WIN’s sponsors are recognized, and prepare the educational material and other conference content. They also announced that WIN’s 2017 Conference broke the previous record for most attendees with 205 collision repair professionals present. In her closing speech, Schroeder thanked everyone who attended the conference as well as WIN supporters, sponsors, conference emcees, hotel

staff and MIW guests. She also acknowledged Immediate Past Chair Denise Caspersen for her guidance and commitment to WIN. Schroeder also shared these comments from a WIN member: “We are all phenomenal women and need to act like it. We need to give ourselves and others a break, instead of being critical and judgmental of each other. We need to encourage each other and celebrate the positive, learning from the negative instead of highlighting it. We need to live WINning each day as a mindset toward every woman in the industry, not just at WIN events. We all have something to give, even if it’s just a nod of encouragement to someone who needs it more than you realize.” Using the analogy of the Pickle Jar, Schroeder advised everyone that there will be no room for the important stuff in life if all energy and time is spent on the small stuff. “Set your priorities! Every day is a gift, but the quality of your life is a gift you give yourself.” WIN’s 2018 Educational Conference will be held on May 7-9, 2018 at the Downtown Hyatt Regency in Indianapolis, IN.

Continued from Page 60

Customer Care Culture

performance review should hold no surprises. When coaching, managers should set high standards for themselves and others. They should be present, get involved and pay attention without being sneaky, and they should also discuss and redirect poor performance. Before coaching an associate, managers must ask if there’s a difference between the standard and actual performance, whether the standard is realistic for the situation, if the employee knows and understands the standard, including why and how it’s measured, whether there are hindrances beyond the employee’s control, and if the employee has received feedback on the subject before. It’s also imperative that leaders reinforce good behavior by describing the specific actions being praised, explaining the results of those actions and stating their appreciation. Additional keys to success include using customer feedback as a positive coaching tool and creating a culture that promotes honest, integrity and consistency.

Audi dealers strive to make you an Audi Genuine Parts fan • Your Audi customers expect quality and reliability from your repairs. Help meet those expectations by installing Audi Genuine Parts. • Audi dealers are supported by a nationwide network of parts distribution centers to help ensure that non-stocked parts are delivered the next day. Installing Audi Genuine Parts from an Audi dealer is priceless to your reputation and your customers peace of mind. Order Genuine Audi Parts from these select dealers:

Connecticut

New Jersey

Valenti Audi

DCH Millburn Audi

Flemington Audi

Paul Miller Audi

Watertown 860.274.9846 860.945.4987 Fax M-F 8am-5:30pm Sat 8am - 12pm

Maplewood 800.553.9250 973.762.2381 Fax M-F 7:30am-6pm Sat 7:30am - 4pm

Flemington 877.NJPARTS 908.782.1795 Fax

Parsippany 800.356.4553 973.575.7793 973.575.5911 Fax M-F 8am-6pm; Sat 8am-5pm

AudiParts@valentiauto.com www.valentiaudi.com

ddipalma@dchusa.com www.dchmillburnaudi.com

www.paulmilleraudi.com Audiparts@paulmiller.com

New York Audi Albany Latham 518.783.5554 518.213.8182 Mon - Sat 7:30am - 6pm audiparts@audialbany.com

Audi Brooklyn of Bram Wholesale Parts Network 866.770.5999 718.392.6570 Fax 7:30am-5:30pm parts@lexusofqueens.com

Audi Southampton Southampton 631.204.2565 Tue - Sat 8am - 5pm parts@audisouthampton.com www.audisouthampton.com

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 73

I-CAR Welding Training & Certification Now Required for State Farm™ Select Service® Repairers ®

I-CAR®’s Welding Training & Certification™ Program is now a requirement as a participant in the State Farm™ Select Service® program. Through in-shop instruction on welding theory, hands-on practice and coaching, then uniform certification testing, I-CAR will equip technicians with the necessary information, knowledge and skills to perform proper welding. “With vehicles rapidly changing —featuring new advanced technologies and material combinations—it is crucial that we address the growing repair complexities our industry is facing,” said I-CAR CEO and President John Van Alstyne. “Estimates show approximately sixty-nine percent of technicians who weld in collision repair facilities today still lack formal welding training. I-CAR commends State Farm’s commitment to quality repairs and its recognition of I-CAR’s Welding & Training Certification program as the industry standard for quality welding training.” “State Farm believes it’s important for Select Service program network members to have ongoing collision repair education,” said State Farm Media Specialist Justin Tomczak. “We se-

PA Body Shop Owner Said to be Scamming Customers

North Huntingdon, PA, police arrested a township man who owns an auto body shop on multiple theft and deceptive business practice charges for allegedly scamming customers. Police accused Dean Vezzani of Maple Lane, who operates Vezzani Customs, of issuing $13,000 in bad checks to an Irwin automotive supply store and taking $1,000 from a customer and failing to do any work on his vehicle. He’s also accused of taking $14,509 from a customer on the promise of fixing his 1972 Corvette but not performing the work in more than two years. A preliminary hearing is scheduled for May 10 before District Judge Wayne Gongaware. We thank Tribune-Review for reprint permission.

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lected I-CAR since it has the largest network of instructors to deliver training and because of the financial benefit it provides our network facilities. This partnership will further strengthen our repair network’s integrity, efficiency and dedication to our customers.” As a result of the State Farm commitment, Select Service network members will be eligible for I-CAR’s Pro Pricing program, which provides a 10 percent discount on the required training programs. As an added benefit, when more than the minimum required number of technicians at a Select Service facility register, attend, and become certified in an I-CAR welding event, each of those certified technicians will receive complimentary access to I-CAR’s Vehicle Technology and Trends 2017 (VT017E01) online course upon certification. Repairers in the State Farm Select Service network are required to complete three Welding Training & Certification programs, each consisting of a four-phase process. The program begins with the Welding Capability & Readiness Assessment of the facility’s gear, equipment and infrastructure (Phase 1). Each program includes in-

shop instruction on welding theory (Phase 2), followed by a skills assessment, then intensive hands-on practice with coaching as appropriate (Phase 3). Students are then required to pass a formal welding certification test to I-CAR standards (Phase 4). Facilities with 10 technicians or less will be required to have at least one technician complete the three programs to maintain their certification, while facilities with 11 or more technicians will be required to have at least two technicians complete the three programs. I-CAR Welding Training & Certification requirement deadlines, as defined by State Farm for Select Service participants, include: • Completion of Steel GMA (MIG) Welding (WCS03) and Steel Sectioning (SPS05) by the end of 2017.

• Completion of Aluminum GMA (MIG) Welding (WCA03) by March 31, 2018.

For more information and to register, visit I-CAR.com/selectservicewelding.

Continued from Page 70

Elite Electronics

said. “They come here so we don’t have to do anything. They do a mechanical inspection and give us a list of what needs to be fixed or replaced and then we communicate it with the insurance company and we get the approval. It helps us tremendously because when we catch things earlier, we can get the parts here faster and get the job done on time.” Jorge Hormaza is a parts director for Service King who oversees the central and southeast regions of the country for this large MSO. With 100 parts managers answering to him, Hormaza wants to hire a company like Elite Electronics that is willing to do what it takes to get the job done. “They figure it out and that’s important,” he said. “Elite is one of our preferred vendors and we use them a lot. Before, we had to move cars just to get a light cleared and now they come to us. This allows us to focus more on fixing the cars rather than letting some mechanical problems slow us down, which is a major benefit for us at Service King.”

Shift into Genuine Nissan and Infiniti OEM Parts

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NEW JERSEY

ACTION NISSAN Flemington

908-782-8250 (908) 237-0036 Fax Mon-Sat 8am - 5pm

fmondello@actionautogroup.com

www.autobodynews.com

74 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

THESE DEALERS ARE GENUINE FORD PARTS WHOLESALE SPECIALISTS

NE W JE RS E Y

Ditschman/Flemington Ford-Lincoln-Mercury FLEMINGTON

877-NJ-PARTS 908-782-1795 Fax

Malouf Ford Lincoln Mercury NORTH BRUNSWICK

800-959-6256 732-951-1429 Fax

Hours: M-F 8-5; Sat 8-1 fordparts@malouf.com www.maloufparts.com

MASSACHUSETTS

PENNSYLVANIA

South Attleboro

Easton

Courtesy Kia

508-761-9300

(508) 761-0768 Fax

8am-8pm Mon, Wed; 8am-5pm Tue, Thu, Fri 8am-4pm Sat frank@courtesyma.com www.courtesyma.com

NEW JERSEY Liberty Kia Ramsey

201-818-8995

(201) 783-8848 Fax

8am-5pm Mon-Sat parts@libertyhyundai.com

NEW YORK

Kia of Middletown New Hampton

888-374-6575

(845) 374-4718 Fax

8am-5pm Mon-Fri 8am-3pm Sat nissankiaofmiddletownparts@yahoo.com www.kiaofmiddletown.com

Brown Daub Kia

610-829-3020

(484) 546-0292 Fax

Kia of Coatesville Coatesville

610-384-7700

(610) 384-2171 Fax

8am-5pm Mon-Fri 8am-12pm Sat Alan@kiaofcoatesville.com www.kiaofcoatesville.com

Kia of West Chester West Chester

610-429-3500

(610) 429-0164 Fax

8am-5pm Mon-Fri 8am-12pm Sat Alan@kiaofcoatesville.com www.kiaofwestchester.com

RHODE ISLAND Bald Hill Kia Warwick

800-822-3015

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Kia Parts. Your local Kia retailer has all the parts you need.

Outten Kia Hamburg

610-562-4166

(610) 562-9436 Fax

7:30am-5pm Mon-Fri 8am-12pm Sat jhenne@outtencars.com www.outtenkia.com www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 75

PPG Certification Training Programs Keep Techs on Top

PPG continues to address evolving automotive refinish technologies with ongoing comprehensive certification training programs designed to keep paint technicians at the forefront of the industry. As OEMs introduce more complex and exotic finishes, PPG is making sure refinish technicians are prepared to meet the challenges the new finishes present. “Maintaining alignment with the industry, PPG refinish systems are constantly advancing, and we want to ensure that collision center technicians are experts in using our products,” said Randy Cremeans, PPG director of training for automotive refinish. “PPG’s commitment to training is unrivaled in the industry—we train more techs than any other automotive paint company in the world, and we intend to maintain that lead. Our certification training programs introduce technicians to the latest products and techniques for completing quality refinish repairs while maximizing paint booth productivity.” More than 15,000 students and technicians participate in PPG training courses annually, and more than 400,000 refinish professionals have taken classes since PPG began its pro-

BASF supports WIN as 2017 Gold Sponsor

For the ninth year in a row, BASF supported the Women’s Industry Network (WIN) annual conference as a Gold sponsor. The company also sponsored a breakfast and the WIN “Scholarship Industry Walk” at the event, BASF supports WIN at several events throughout the year. “I joined WIN in 2010, and I’m excited to serve on the board of such a tremendous organization,” said BASF NA Distribution Director Denise Kingstrom. “WIN creates a network that supports women in the industry that allows us to develop personally and professionally, which is why BASF encourages our employees to participate.” “As an all-volunteer non-profit network, WIN’s ability to develop programs to support our members, and ultimately our industry, depends upon the support and generosity of our sponsor,” said Petra Schroeder, WIN Executive Board Chair. “BASF has been supportive for years and in many ways, from sponsorship to inkind donations, as well as encouraging BASF employees to become WIN members, and to work on WIN committees and serve on the WIN board. We are grateful for this.”

grams in 1980. Once certified, paint technicians must then be recertified every two years to stay current on the latest PPG products and repair

processes. Having a certified painter is among the requirements for collision centers offering PPG’s Lifetime Limited Paint Performance Guarantee. PPG certification training offers five levels of expertise: Blue, Bronze, Silver, Gold and Master. The first certification course is open to technicians who have one year of professional experience. After achieving the initial Blue-level certification, technicians are eligible to graduate to successive

levels by attending qualifying classes every two years. After eight years, qualified technicians are eligible to graduate to the Master Certified Technician level. Certification courses, blending classroom instruction with hands-on exercises, are offered at PPG Business Development Centers and various field locations across the United States and Canada. Courses are tailored for PPG’s premium DELTRON®, GLOBAL REFINISH SYSTEM®, ENVIROBASE® High Performance, NEXA AUTOCOLOR® 2K® and AQUABASE® Plus refinish systems. Training sessions last a minimum of eight hours over one or two days and educate 8–12 technicians at a time. Certification classes are led by 30+ full-time PPG training instructors. According to Mike Gonzalez, zone manager, refinish training, in an effort to recognize completion of the certification courses, PPG is pro-

viding technicians with exclusive patches indicating the level of certification achieved as well as T-shirts featuring a unique graphic design by PPG custom trainer Jeremy Seanor. “We appreciate our technicians and shops that are committed to training and dedicated to learning about new products and processes,” Gonzalez said. “PPG wants to recognize them and these are two ways we can express our thanks.” Added Cremeans, “We understand training is a continuous process; it’s never complete, especially with the frequent changes we see in this industry. Technicians need to know how to work with the latest finishes like OEM tricoats and quadcoats. Training is a large part of our investment in our customers; it’s an investment we’re happy to make.” For more information, visit www.ppg refinish.com.

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Parts You Need. People You Trust.

THESE DEALERS are GENUINE WHOLESALE PARTS SPECIALISTS.

Genuine Mitsubishi Replacement Crash Parts are close at hand from the following quality dealerships.

MASSACHUSETTS

Courtesy Mitsubishi SOUTH ATTLEBORO

508-761-9700

(508) 761-0768 Fax www.courtesy-mitsu.com

76 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Maine

New Jersey

Downeast Toyota / Scion

Toyota of Morristown

207-989-4610 Fax

973-292-0872 Fax

M-F 7am-5pm; Sat 7am-4pm partsdepartment@downeasttoyota.com www.downeasttoyota.com

M-F 7am-5pm wholesale@toyotaofmorristown.com www.toyotaofmorristown.com

800-432-0220 BREWER

800-541-1127 MORRISTOWN

CONNECTICUT Valenti Volkswagen Watertown

860-274-9846 Fax: 860-945-4987 M-F 8am-5:30pm Sat 8am-12pm

VWParts@valentiauto.com www.valentivw.com

MARYLAND King Volkswagen Gaithersburg

240-403-2300 Fax: 240-403-2398 M-F 7am-6pm Sat 8am-4pm

dprunner@vwking.com www.vwking.com

Ourisman VW of Laurel Laurel

301-498-6050 Fax: 301-498-0157 M-F 7:30am-7pm Sat 7am-4pm

julio.cruz@ourismanautomotive.com Ourisman VW of Rockville Rockville

855-417-4511 Fax: 240-499-2488 M-F 8am-5:30pm Sat 8am-5pm rockvilleparts@ourismanautomotive.com www.rockvillevolkswagen.com

MASSACHUSETTS Volkswagen of North Attleboro North Attleboro

508-695-7131 Fax: 508-695-0321 M-F 8am-5pm Sat 8am-2pm

kenr@driveavw.com www.driveavw.com

NEW JERSEY Atlantic Volkswagen Egg Harbor Township

609-641-1788 Fax: 609-646-2331 M-Sat 7:30am-5pm Tue 7:30am-9pm

Flemington Volkswagen Flemington

800-216-5124 Fax: 908-782-9397 M-F 8am-5pm

rmuir@flemington.com www.njparts.com

Open Road Volkswagen of Bridgewater Bridgewater

908-685-1068 Fax: 908-685-1547 M-F 7:30am-5pm Sat 8am-3pm vwb.parts@openroad.com www.openroadvwparts.com

vcornwall@atlanticautogroup.com www.atlanticautogroup.com

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 77

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ACTautostaffing.com or 727-733-5600 78 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Women’s Industry Network Announces Winners of 2017 Scholarship Program

The Women’s Industry Network (WIN®) is pleased to announce the recipients of the WIN College Student Tuition and Conference Scholarship Award. This award is presented to students enrolled in a post-secondary collision repair technology program.

Each scholarship recipient will receive a $1,000 scholarship to continue their post-secondary education in collision repair, a one-year WIN Membership and 2017 WIN Educational Conference registration fee to include travel.

bodywork. Her ultimate goal is to open her own shop. Miranda Herron: Miranda attends North Georgia Technical College in Clarkesville, GA. She is studying to be a skilled artist of automobile rectification and a master of image repair. Miranda would like to start her career working in a shop, learning as much as possible, but eventually own her own collision shop. Vicky Lambert: Vicky attends Lake Tech College in Eustis, FL. Before studying auto collision repair, Vicky served in the Air Force. Vicky’s long term goal is to manage a body shop. She believes that auto collision repair is her long

The 2017 recipients include:

Chelsie Golden: Chelsie attends Tennessee College of Applied Technology in Shelbyville, TN. Cars have always been a passion of Chelsie’s and she grew up watching her dad do

Chelsie Golden

Miranda Herron

term career because there are so many different jobs to be done and so many opportunities for advancement and

skill development. Linda Myers: Linda attends Tennessee College of Applied Technology in Knoxville, TN. A member of the US Air Force for over 20 years

Linda Myers

before retiring, Linda has now completed her first trimester of the 16 month course, passed two ASE tests and holds a 4.0 GPA. She was also selected to attend the April SkillsUSA State competition in Chattanooga, TN. Linda’s immediate goals are to pass the next three ASE tests and hone her repair and refinishing skills. Long term, she would like to find her niche in collision repair. Jade Wasson: Jade attends Spokane Community College in Spokane, WA. Jade was drawn to the collision industry by her overall passion for cars and is currently the only female in her class. Jade’s future goal is to do what she loves in a

Maryland

Massachusetts

INSTAGRAM :

@autobodynews

New York

FITZGERALD LAKEFOREST HYUNDAI

ROUTE 2 HYUNDAI

ATLANTIC HYUNDAI

301-670-4881

888-240-3495 978-534-9933 Fax

631-587-1628

Gaithersburg 905 North Frederick Ave.

301-670-1595 Fax

Leominster 743 North Main St.

Mon-Fri 7:30am - 6pm Sat 8am - 4pm www.gaithersburghyundai.com

Mon-Thu 7:30am - 7:30pm Fri-Sat 7:30am - 6pm parts@rte2hyundai.com www.rte2hyundai.com

HERB CHAMBERS HYUNDAI

ACTION HYUNDAI

Massachusetts Auburn 735 Southbridge St.

800-767-1898 508-832-6026 Fax

THE RIGHT PARTS

Vicky Lambert

shop that values her. In addition to tuition scholarships, recipients will have the opportunity to be mentored by a Most Influential Women (MIW) Honoree or a member of the WIN Board of Directors. The MIW and Scholarship awards were presented during the 2017 WIN Educational Conference held May 8 -10, 2017 in DenJade Wasson ver, CO. Scholarship winners attending Conference had the opportunity to meet their mentors at that time. Congratulations to all the 2017 scholarship recipients! To learn more about WIN, join online, or register for the WIN Educational Conference, please visit www.womensindustry network.com.

Mon-Fri 7am - 6pm Sat 8am - 3pm pobrien@herbchambers.com www.herbchambershyundai.com

West Islip 193 Sunrise Hwy.

631-893-8491 Fax

Mon-Fri 8am - 5pm Sat 8am - 4pm www.AtlanticHyundai.com

New Jersey Flemington 180 Rte. US 202

908-782-8250 908-237-0036 Fax

Mon-Fri 8am - 5pm fmondello@actionautogroup.com www.actionhyundainj.com

For Your Collision Job Visit these Genuine Hyundai Parts Dealers www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 79

80 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com