a law of contracts “gives you the ability to ensure a vehicle doesn’t get abandoned or pulled from you without your fees being paid.” She warned, “When it comes to total losses, having a ‘repair contract’ may not protect you from having vehicles removed and you not getting paid, or it may not protect your customer from having settlements diminished because of that.” After becoming familiar with civil and contract laws, Felder emphasized knowing state and municipal regulations is imperative since certain jurisdictions clearly identify who is qualified to be a storage or towing company, and those laws may also “govern what you can charge and lay out actions that are required on your end. If you have a regulation and don’t comply, you may not be able to collect what you’re charging.” Discussing how to establish services and pricing for total losses, Felder said, “If you’re in a contractual agreement that says you can’t charge for any services on a total loss, you’re stuck at this point, but if you don’t have that agreement, what do you charge?
“Your duty is to be able to describe the reasonableness of your decisions. Whatever you charge, you’d best be able to explain each line to every 10th or every penny you have on the estimate because that’s going to be compared to ‘reasonable’ in other places.” Felder discussed common reasons related to the total loss process, which collision shops may charge, including fees related to intake, notification, securing the vehicle, administration, collision access time, cataloging and storing removed parts, environmental protection, photo documentation, repair planning, vehicle mobility, vehicle disposition, OEM access, DMV/lien/legal expenses and storage. Next, Felder recommended shops create and store pre-written form letters, which can easily be updated with the client and vehicle-specific information. She provided a list of pre-written letters to keep on hand, such as confirmation of pickup disposition, summary of charges for pickup, status update total loss, notice of total loss, summary of inspection with fees, authorization for inspec-
tion with fees, notice of visual total loss and request for invoices. Examining examples of these forms, Felder identified which important aspects to include, repeatedly stressing the value of explaining the standards and regulations the shop must follow as well as the identification of the shop’s ethics in cost containment. “Proper documentation will get you paid down to the penny!” Felder said. During “Phone Skills for Collision Repair,” Felder pointed out, “The phone is probably one of the most important tools we have in the body shop. We’re on it all day and interact with customers more over the phone than face-to-face, but we’re really bad at the phone―and our skills are degrading!” Diving into the evolution of connection, Felder explained there are three layers of connection in the human brain. The neocortex is the rational brain, the limbic brain is the emotional aspect and the reptilian brain is guided purely by instinct and survival. “We want the people we’re deal-
ing with to be on the upper level, but first, we need to work through the first two layers. Understanding where someone is at mentally will help you communicate, connect and get them to do the things you want them to do.” Because the brain reacts to sound, the voice is a powerful tool that can be used to influence the customer when used correctly. Felder provided several tips for using the phone. Don’t use a script, use your name and theirs, ask questions, mirror their tempo, be kind and polite and speak inclusively by using “we” instead of “you.” To improve communication sessions, designate a talking space where the customer is the primary focus, designate a person who talks on the phone and keep a log system. “Cell phones are one of the worst things that ever happened to customer connection,” Felder warned. “We forget that our brain chemistry desires that connection. Don’t forget about the power of your voice or feel that you’re too overwhelmed. The more connected we are, the happier we are.” For more information on ASA, visit asashop.org.
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Registration Open for 2021 AWDA Conference Access One-on-One Meeting NormantoMorano Suites: The designated one-onThe Aftermarket Warehouse Dis- one meeting suites in the Venetian Advertiser: tributors Association (AWDA), a Guest Tower will now be accessiKen Care Vangorder community of the Auto Asso- ble by all guestroom elevator banks of Kingston ciation, on June 15 Volkswagen announced regto allow for more efficient access. istration is open for 1249 its 74th Annual Ulster Ave “AWDA is extremely excited AWDA Conference.Kingston NY 12401 at the opportunity to host our long The event will be held Oct. standing, premier event in person,” Phone: 845-336-5300x4 Fax: 845-336-7436 31–Nov. 3 at The Venetian Resort said Larry Northup, executive diand Casino in Las Vegas, NV. rector, AWDA. “While we were Today’s Date: The AWDA Conference is an2/15/2021 still able to successfully stay conannual business event that brings nected this past year, that does not together the premierAdcompanies of page rival the and the importype: quarter w/experience VW DLP listing the industry for high-level, private, tance of face-to-face engagements. one-on-one business meetings. The industry is ready to reunite and Instructions to Graphic Designer: The AWDA conference, sponforge on.” sored this year by Dorman Products, All companies must register 1)Usein-person all the information page spec will signify the dynamic by Aug. in 20histo8th participate in ad. the return of the industry at the start of AWDA One-on-One meetings. Automotive Aftermarket Industry 2)Use the Liberty VW Qtr page ad template Week (AAIW). For further details, eligibility, hotel For 2021, the AWDA confer- and registration information, vis3)Includethese the network logos: Parts Trader, OE ence will be implementing it autocare.org/awdaconference. new approaches: Connection, OPS Trax and Collision Link Shifting to Align with Source: Auto Care Association AAPEX: The AWDA Conference 4)Use the same bullet points in the Liberty VW will shift from its typical days don’t and use the bullet point in the ad. Please now offer one-on-one meetings all existing 8th page spec ad. day Nov. 1, followed by the afterwww.autobodynews.com noons of Nov. 2 and Nov. 3. by Camille Sheehan, Auto Care Association Sales Rep:
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