Northeastern September 2016 Issue by Autobody News

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New York Governor Signs Consumer Disclosure Bill

The New York Auto Collision Techni- the appraisal—that it is up to the concians Association (NYSACTA) has sumer to decide which shop repairs announced that Governor Andrew their vehicle. In response, executive director Cuomo has signed A7738 into law. The bill supports and reinforces NYS Ed Kizenberger said, “The passage of this bill is the culmination Ins Regulation 2610. of 4 years of conversations Insurance company inand meetings with the NYS fluence of network or proAssembly and Senate memgram-preferred shops has some consumers confused as bers to garner support and to their rights following an understanding of the issues facing consumers when filaccident, especially when ing and processing a claim they find themselves diAndrew Cuomo with their insurance comrected to take a vehicle to a drive-in facility that is housed in a re- pany for property damage to their vepair shop. This bill requires insurers hicle.” to notify consumers—in writing on See NY Gov Signs Bill, Page 3

CIC Presentation Highlights Issues that Pre- and Post-Repair Scans Raise for the Industry

mittee chairman Jack Rozint said at the CIC in Anaheim, Calif., in August. A Collision Industry Conference “It’s definitely somewhere in between (CIC) committee charged with lookthere.” ing at emerging technology “It’s not that this body is in the industry argues that going to set those guidemore guidelines and consenlines,” committee member sus is needed within the inFred Iantorno said. “It’s just dustry on when pre- and that there’s a need in the marpost-repair scans are necesketplace for that.” sary, and over fair compenWith that in mind, the sation for that work. committee’s presentation foJack Rozint “I don’t think it’s necescused on the questions resarily correct to say every repair needs lated to scanning that it hopes to bring to be scanned before or after, and it’s automakers, insurers, tool-makers and certainly not correct to say that only 1collision repairers together to address. in-10 cars needs to be scanned,” comSee CIC Focus on Scans, Page 30 by John Yoswick

VOL. 7 ISSUE 6 SEPTEMBER 2016

What is the Role of Post-Repair Inspections in Your Shop? by Autobody News Staff and Contributing Writers

Leaders in the collision repair industry met to discuss the merits of post-repair inspections (PRI) in a June Verifacts Guild 21 Webinar that exposed troubling evidence for the industry. Kristen Felder, founder and CEO of Collision Hub, shared the findings of a year-long study involving 30 reinspections that took a closer look at quality control practices. Although she acknowledged the study was far from “scientific,” she stated that she found numerous flaws in repairs within this small sample of vehicles. “I didn’t see what I was expecting to see,” Felder said. The former technician stated she assumed minor damage or relatively inconsequential faults would be found during the post-

repair inspections, but was unprepared for the seriousness of the results. These ranged from poor welding to completely neglected repairs, she said. “The problems we found were significant and severe,” she said. “They were things that needed to be addressed immediately and the customers removed from the vehicles.” Speaking from a position of favoring the inspections, Felder explained her decision to investigate developed from an ongoing debate. Utlizing her marketing company, Engage Target Media, which conducts market research for the industry, Felder took a “360 degree” look at post repair inspections, she said. “Was PRI good or bad for the collision industry? Was it making a difference? What are the findings during the inspections?” Felder spoke with a sampling of See Post-Repair Inspections, Page 19

CDI Commissioner Dave Jones Addresses Shops and Insurers at NACE by Ed Attanasio

If you own a body shop in California, you would likely agree that current Insurance Commissioner Dave Jones has been proactively helping the collision industry since day one. Jones was first elected in 2010 and re-

Dave Jones gave a 30-minute presentation that was packed with information, followed by a brief Q&A session

elected in 2014 to lead the California Department of Insurance and regulate the California insurance market. Insurers collect $259 billion a year in premiums in California, making it the largest insurance market in the nation. On August 12 at the NACE | CARS Conference and Exposition in Anaheim, CA, Jones gave a 30-minute presentation and industry update, including a report on proposed labor rate survey regulations and how they will affect shops and insurers. He also talked about anti-steering regulations and how they will protect consumers and shops. He also discussed crash parts and other issues that might affect consumers in the auto body industry now and in the future. In many ways, Jones’s speech was his department’s state of the union address, in which he described See CDI’s Dave Jones, Page 62

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COLUMNISTS Attanasio - How Do You Get the Customer from the Street to the Shop?. . . . . . . . . . . 80 Attanasio - NABC Gives Away Five Vehicles at NACE | CARS Conference & Expo . . . . . . 74 Luehr - The Successful CEO . . . . . . . . . . . . . 54 Phillips - Hard Work, Dedication and a Passion for Collision Repair Help Female Student in SkillsUSA Contest. . . . . . . . . . . . . . . . . 44 Phillips - How to Choose a DRP Partner and Maintain a Successful Working Relationship . . . . . . . . . . . . . . . . . . . . . . . 58 Phillips - How to Engage Millennials in Your Workplace . . . . . . . . . . . . . . . . . . . . 56 Phillips - Improving Its Processes Every Day Helps Kansas Shop Stay Accountable to Customers . . . . . . . . . . . . . . . . . . . . . . 50 NATIONAL “Counting Cars” Renewed for 6th Season on ‘History’ . . . . . . . . . . . . . . . . . . . . . . . 57 3rd YANG AAPEX Program . . . . . . . . . . . . . . 52 Advance Measurement Systems Introduces SPECTRE™ . . . . . . . . . . . . . . . . . . . . . . . 76 ASA, Automotive Parts Services Group Announce Partnership . . . . . . . . . . . . . . . 38 Assured Performance and TenPoint Complete Announce Advanced and Customized CSI

Services for OEM Certified Collision Care Providers . . . . . . . . . . . . . . . . . . . . . 67 Auto Body Fumes a Frequent Complaint in San Diego [Consumer Article]. . . . . . . . 20 Auto Care Association Completes Rebranding Its Segment Communities. . . . . . . . . . . . . 58 Autologic Demos Diagnostic Solution at NACE, Wins Three Stevie Awards . . . . . 32 BASF Accepting Entries for 2nd Annual Glasurit Best Paint Award . . . . . . . . . . . . . 48 BASF Boosts R&D in Asia Pacific for Automotive Coatings . . . . . . . . . . . . . . . . 70 Caliber Collision Teammates Rally Nationwide, Donate Record 3.1 Million Meals for 37 Food Banks . . . . . . . . . . . . . . . . . . . . . 76 California Autobody Association Celebrates its 50th Anniversary . . . . . . . . . . . . . . . . . 78 Car Care Professionals Network Releases Recommended Sales Contact and Communication Best Practices . . . . . . . . . 49 CARSTAR Appoints Sam Freeman as Vice President of Franchise Development . . . . . 49 Chief® Introduces Chief University Training Voucher Program . . . . . . . . . . . . . . . . . . . 40 Chief® Joins National Truck & Heavy Equipment Claims Council . . . . . . . . . . . . 72 CIC Presentation Highlights Issues that Pre- and Post-Repair Scans Raise for the Industry . . 1 CIECA Hosts 8th Annual Symposium Sept. 12-14 . . . . . . . . . . . . . . . . . . . . . . . 54 Collision Repair Industry Snapshot Survey Launched . . . . . . . . . . . . . . . . . . . . . . . . . 35 Copart Joins NABC as Top Level Diamond Member . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Florida Judge Dismisses All Utah Shops’ Claims Against Insurance Companies Except for “Steering” Claim . . . . . . . . . . . 22 General Motors Dealer Equipment Program Approves Global Finishing Solutions’ REVO Accelerated Curing Systems . . . . . . 76 Glassware Fundraiser to Benefit National Auto Body Council . . . . . . . . . . . . . . . . . . 60 IADA Hosts Another Fantastic Vehicle Repair Conference . . . . . . . . . . . . . . . . . . 35 I-CAR® Launches Vehicle and Technology Specific Training™ Product Line . . . . . . . . 60 Mike’s Auto Body in Napa, CA, Celebrates Expansion and Gives Away 60th Vehicle . . 68 Mitchell Issues Third Quarter 2016 Industry Trends Report . . . . . . . . . . . . . . . . . . . . . 40 NACE | CARS Expo . . . . . . . . . . . . . . . . . . . 36 National Auto Body Council Opens Nominations for 2017 Board of Directors . . . . . . . . . . . 52 Pokémon Go and Car Accidents . . . . . . . . . . 48 Sales Manager for FinishMaster Once Painted Air Force One . . . . . . . . . . . . . . . . 66 Sherwin-Williams Receives Approval from Volkswagen Group in North America, South America and Asia Pacific . . . . . . . . 38 Snap-on to Provide Integration for i3 Brands’ Extended Warranty Coverage for Genuine OEM Automotive Parts . . . . . . . . . . . . . . . 72 The YANG of the Aftermarket Industry. . . . . . 34 Toyota On Scanning for Electrical System Faults . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 What is the Role of Post-Repair Inspections in Your Shop?. . . . . . . . . . . . . . . . . . . . . . . 1

NYSACTA president Mike Orso said, “This bill, now law, goes a long way to protect and inform consumers. They need to know they have the right to take their vehicles to the shop of THEIR choice. Some tactics being used by some insurers direct consumers to drive-in network locations, which may indeed be body shops, where consumers may get the impression they are required to have the vehicle repaired at that shop. “Insurers will be required to inform consumers in writing they have the ultimate choice. Regulation cur-

rently provides that even the inspection is ‘at the convenience of the consumer,’ meaning they can meet the appraiser at the shop or location of their choice as to avoid further pressure,” Orso said. A7738 Was sponsored by Syracuse Assemblyman (D) William Magnarelli and Syracuse area Senator (R) John DeFrancisco. To read the bill in its entirety, visit https://www.nysenate.gov/legislation /bills/2015/a7738/amendment/original.

Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Online Editor and Copywriter: Deana Cacus Contributing Writers: Tom Franklin, 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 Content/Special Media Specialist: Cass Heckel Art Director: Rodolfo Garcia Serving New York, New Jersey, Pennsylvania, Delaware,

Abaris Training Resources, Inc. . . . 50 Acura of Westchester . . . . . . . . . . . 60 ALLDATA . . . . . . . . . . . . . . . . . . . . . . 6 Amato Agency . . . . . . . . . . . . . . . . 66 Anest Iwata USA, Inc. . . . . . . . . . . . 13 Atlantic Hyundai . . . . . . . . . . . . . . . 20 Audi Wholesale Parts Dealers . . . . 81 Axalta Coating Systems . . . . . . . . . . 2 Bald Hill Chrysler-Jeep-DodgeRam . . . . . . . . . . . . . . . . . . . . . . . 38 Baystate Chrysler-Jeep-DodgeRam . . . . . . . . . . . . . . . . . . . . . . . 10 Bergey’s Wholesale Parts . . . . . . . . 29 Blackburn OEM Wheel Solutions . . 16 BMW Wholesale Parts Dealers . 64-65 Cadillac of Mahwah . . . . . . . . . . . . 56 Car-Part.com . . . . . . . . . . . . . . . . . . 19 CarcoonAmerica Airflow Systems. . 40 Central Avenue Chrysler-JeepDodge-Ram. . . . . . . . . . . . . . . . . 22 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 47 ChemSpec USA, LLC . . . . . . . . . . . 30 Cherry Hill Audi . . . . . . . . . . . . . . . . 57 Cherry Hill Porsche . . . . . . . . . . . . . 57 Cherry Hill Volkswagen. . . . . . . . . . 57 Chief Automotive. . . . . . . . . . . . . . . 17 Classifieds. . . . . . . . . . . . . . . . . . . . 82 Clay Auto Group . . . . . . . . . . . . . . . 69 Colonial Automotive Group . . . . . . 53 Diamond Standard Parts . . . . . . . . 41 Ditschman/Flemington Auto Group. 15 Dominion Sure Seal, Ltd. . . . . . . . . . 8 Eagleville Marketing Group . . . . . . 44 Eco Repair Systems of North America, LLC . . . . . . . . . . 28 ECS Automotive Concepts . . . . . . . 52 EMM . . . . . . . . . . . . . . . . . . . . . . . . 31 Empire Auto Parts . . . . . . . . . . . . . . 36 Equalizer Industries, Inc . . . . . . . . . 46 FBS Distribution Co. . . . . . . . . . . . . 11 Fitzgerald’s Lakeforest HyundaiSubaru. . . . . . . . . . . . . . . . . . . . . 49 Ford Wholesale Parts Dealers . . . . 68 Fred Beans Parts . . . . . . . . . . . . . . 84 Fuccillo Kia of Schenectady . . . . . . 63 Gary Rome Hyundai-Kia . . . . . . . . . 60 GM Wholesale Parts Dealers . . . . . 73 Herkules Equipment Corporation. . 54 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . . . . 42-43 Hyundai Motor America . . . . . . . . . . 4 Hyundai Wholesale Parts Dealers . . 67

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Autobody News 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. ©2016 Adamantine Media LLC. Autobody News P.O. Box 1516, Carlsbad, CA 92018 (800) 699-8251 (760) 603-3229 Fax www.autobodynews.com Email: news@autobodynews.com

Northeast

REGIONAL 3D Auto Body & Collision Centers Acquires Flick Brothers Auto Body in Drexel Hill, PA . . 20 AASP/NJ Guide Says ‘Time for License Renewal’ . . . . . . . . . . . . . . . . . . . 11 AASP-PA Redesigns, Relaunches Website . . 11 Andy Saunders Wins Boss Hogg 100 in ME . . 4 Barry’s Auto Body Releases New Video About Auto Collision Repair . . . . . . . . . . . . 4 Car Fire Reported by Shop in Queen Anne’s Co. . . . . . . . . . . . . . . . . . . . . . . . . 11 Cumberland, RI, Police May Move Into Former Auto Body Shop . . . . . . . . . . . . . . 24 Flash Flooding in Scranton, PA, Leaves Swamped Cars in its Wake . . . . . . . . . . . . 28 LIC Shop Now Cadillac Authorized for Aluminum Repair . . . . . . . . . . . . . . . . . . . 14 NABR to Conduct Pennsylvania VRS Labor Rate Survey Sponsored by AASP-PA . . . . . 4 New York Governor Signs Consumer Disclosure Bill . . . . . . . . . . . . . . . . . . . . . . 1 Nissan Does Not Support Use of non-OEM Glass . . . . . . . . . . . . . . . . . . . . . 6 Owner of Nassau Auto Body Shops Pleads Guilty to $190K Tax Fraud. . . . . . . . . . . . . 10 Philadelphia Body Shop Gives Food Truck Tutorial. . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Police Commission To Remove New Canaan, CT, Body Shop’s Parking Spot . . . . . . . . . . 6 PPG Continues Support for Speedway Children’s Charities in New Hampshire Track Walk . . . 8 Shop in VT Settles for $18K After Series of Environmental Violations . . . . . . . . . . . . 8 Toyota Names CT BASF Glasurit Shop Certified Collision Center of the Year . . . . . 16 Ultimate Autobody to Open in Peekskill, NY . . 11 Upper Cape Tech Student in MA has Success at National SkillsUSA Competition. . . . . . . 12

NY Gov Signs Bill

Indexof Advertisers

Contents

Continued from Cover

Infiniti of Norwood. . . . . . . . . . . . . . 34 Innovation Toyota-Scion . . . . . . . . . 66 Jeff D’Ambrosio Chrysler-JeepDodge . . . . . . . . . . . . . . . . . . . . . 51 Kia Motors Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 77 Killer Tools & Equipment. . . . . . . . . . 5 Koeppel Mazda . . . . . . . . . . . . . . . . 24 Long Automotive Group . . . . . . . . . 32 Lusid Technologies . . . . . . . . . . . . . 39 Lynnes Auto Group. . . . . . . . . . . . . 23 Mazda Wholesale Parts Dealers . . . 72 Mercedes-Benz . . . . . . . . . . . . . . . . 21 Mercedes-Benz of Atlantic City. . . . 55 Mercedes-Benz of Fort Washington . . . . . . . . . . . . . . . . . 55 Mercedes-Benz of West Chester . . 55 Mercedes-Benz of Wilmington . . . . 48 Mercedes-Benz Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 76 MINI Wholesale Parts Dealers . . . . 62 Mitsubishi Wholesale Parts Dealers. 80 MOPAR Wholesale Parts Dealers . . 45 Nissan/Infiniti Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 78 Polyvance . . . . . . . . . . . . . . . . . . . . 18 Porsche Wholesale Parts Dealers . . 74 Preval . . . . . . . . . . . . . . . . . . . . . . . 83 ProLine Tool & Supply . . . . . . . . . . 14 Providence Lacquer & Supply Centre . . . . . . . . . . . . . . . . . . . . . 58 Safety Regulation Strategies . . . . . 52 SATA Dan-Am Company . . . . . . . . 25 Security Dodge-Chrysler-JeepRam . . . . . . . . . . . . . . . . . . . . . . . . 7 SEMA Trade Show . . . . . . . . . . . . . 37 Sorbothane . . . . . . . . . . . . . . . . . . . 12 Subaru of Morristown . . . . . . . . . . . 61 Subaru Wholesale Parts Dealers . . 75 Tasca Automotive Group . . . . . . . . 59 Toyota of Morristown . . . . . . . . . . . 61 Toyota Wholesale Parts Dealers . . . 70 U-POL US . . . . . . . . . . . . . . . . . . . . 26 Valspar Automotive . . . . . . . . . . . . . . 9 Vibac Group . . . . . . . . . . . . . . . . . . 27 VIP Honda . . . . . . . . . . . . . . . . . . . . 35 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 79 Volvo Wholesale Parts Dealers . . . . 70 Wagner Auto Group . . . . . . . . . . . . 71 Westbury Jeep-Chrysler-DodgeRam-SRT. . . . . . . . . . . . . . . . . . . 33

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 3

Andy Saunders Wins Boss Hogg 100 in ME

only two cautions and three lead changes, Saunders controlled 74 laps Andy Saunders of Ellsworth, ME, of the 100-lap event. took his Toyota Camry Pro Stock Saunders took home more than car to victory lane Saturday night at $4,600 in prize money, including the Wiscasset Speedway. Saunders, significant lap leader prizes and the 44, won the Boss Hogg 100 Lap fea- Halfway Point Leaders Bonus. ture event. Last year, Saunders led the first 70 laps of the same race before falling short in victory lane. This time, he wasn’t looking back. He even notched a fivesecond lead at one point. Saunders leads the division in points this season, with three feature wins and three other topfive finishes. Saunders is the 2015 Pro Stock Champion at Wiscasset Speedway as well as the 2010 Long John 100 Winner Andy Saunders of Ellsworth won the Boss Hogg 100 and 2003, 2004, 2012 and with his Ace Tire & Auto, Downeast Auto Body, Andy’s 2013 Late Model ChamPainting No. 01 Toyota Camry Pro Stock car on Saturday pion at Speedway 95. at the Wiscasset Speedway. Credit: Gayle Norton Saunders is now gearSaunders, who has been racing ing up to try and qualify for the Oxsince he was 16, dominated the race ford 250, set for late August at Oxford with his Ace Tire & Auto, Downeast Plains Speedway. Saunders qualified Auto Body, Andy’s Painting No. 01 for this race in 2004 and 2013. car after taking the lead on Lap 22. He started third of 19 cars and, with by The Ellsworth American

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NABR to Conduct Pennsylvania VRS Labor Rate Survey Sponsored by AASP-PA

NABR announces the launch of the Pennsylvania VRS Labor Rate Survey, sponsored by the Alliance of Automotive Service Providers of Pennsylvania (AASP-PA). The free online survey is available to all PA collision repairers on the NABR website: “We’re excited to bring the VRS Labor Rate Survey and system to Pennsylvania,” said Jeff Walter, Executive Director of AASP-PA. “The Survey provides collision repairers the opportunity to report their true labor rates, not rates determined for them. And it is conducted by an independent, third party company who are experts in collision repair labor rates. Then, shops can gain access to the VRS search tools and calculators, enabling them to find the right rate for their individual shop.” “The VRS is ultimately about consumer care and safety,” said Sam Valenzuela, president of NABR. “We see a link between consumer safety and labor rates. Collision repairers need to be paid the right rates in order to afford the training, equipment, and certifications necessary to

properly and safely repair today’s vehicles, which increasingly use new technology, new manufacturing and construction techniques, and advanced materials. So it’s very important for all Pennsylvania collision repairers to know and collect the right rates for their individual shop, and the Survey and Variable Rate System help tremendously with that.” To the see innovative Variable Rate System for themselves, any collision repair owner or general manager may request a free, noobligation 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 not-included procedures. With the addition of Pennsylvania, the VRS Labor Rate Survey is now active in 8 of the top 10 most populous states in the country. Pennsylvania becomes the 16th state to launch the Survey, joining Arkansas, Arizona, California, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, New Jersey, New Mexico, North Carolina, Ohio, Texas, and Utah.

4 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Barry’s Auto Body Releases New Video About Auto Collision Repair

Barry’s Auto Body has released the latest in a series of videos about auto col-

lision repair. “I Gotta Guy” depicts a married couple who find themselves in need of auto body repair. The husband, Vito, comes home to find out that the bumper on his wife’s Escalade is missing. He then confronts the wife, Donna, about it. Donna, who is chatting on the phone with her girlfriend, says to Vito, “Relax, I got a guy to fix it.” The disbelieving husband continues to press the wife until Barry, played by Barry’s Auto Body owner, Barry Crupi, pops in to assure them that their missing bumper can be fixed and the car can be restored. “I Gotta Guy” is one of a series of videos that will be released by

Barry’s Auto Body over the coming months. According to the company, the purpose of the videos is to educate the public about the different services available and to get people laughing. “People get nervous when it comes to having their car repaired so we wanted to create a video that takes the viewer through all of the emotions associated with car repair,” said Crupi. “From anger, to worry, to relief when they settle on the right repair shop, we packed it all into a humorous 30-second video, which we hope everyone will enjoy.”

The video stars George Passariello as Vito and Jen Remauro as Donna. It can be seen on Barry’s Auto Body website and on Barry’s Auto Body YouTube Channel, along with various “how-to” videos.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 5

‘A Pattern of Abuse’: Police Commission To Remove New Canaan, CT, Body Shop’s Designated Parking Space on East Maple Street by Michael Dinan, New Canaanite

The volunteers who oversee on-street parking in New Canaan voted in midJuly to spend $1,700 for a field analysis and sight line study of East Maple Street, an increasingly busy commercial area downtown whose residents say they’re concerned about traffic and safety. At its regular meeting, the Police Commission also decided to discontinue a practice whereby an auto body shop on the corner at Main Street is allowed to park on East Maple. Instead, the commissioners said, AC Auto Body will use two designated spaces in the nearby Center School parking lot for its flatbed trucks and could park a smaller wrecker in its own lot. East Maple Street resident David Shea, who has become a spokesperson for the concerned neighbors, told the commission at its July 20 meeting that “what we are looking at is two kinds of streets when you come up East Maple from Hoyt it is a wide street.” “As you turn in the curb toward Main it becomes a bottleneck, it narrows down,” Shea said at the meeting, held in the New Canaan Police Department’s training room. “What we are proposing is that parking only be on the right-hand side of the street, the usual two hours, and then on the right-hand side going east, that would be no-parking, no-standing [zone] that will allow traffic to pass on a two-way basis and give the residents the parking that they need. We have asked that the current parking space allocated to a commer-

cial user be moved up to the Center [School] parking and removed from the residential area.” The comments come as tensions have escalated between AC Auto Body owner Anthony Ceraso and several neighbors. Brought to the town’s attention last winter, the sight line and traffic problems caused by flatbed trucks parked on East Maple Street, as well as customer cars that include school buses, amount to an abuse of a privilege that the town granted some years ago because the shop serves as New Canaan’s emergency towing service, neighbors have said. During the meeting, commissioners noted that the Center School lot has three designated spots for flatbed trucks, two for AC Auto Body and one for C&H Auto across Main. Ceraso asked whether he could have a third spot for himself up near South Avenue. Capt. John DiFederico said that two would be sufficient. Police Commission Chairman Stuart Sawabini asked Ceraso whether he would need more than two trucks on call in New Canaan for emergencies. “I’m not here to argue, I’m just trying to see if this can be done amicably,” Ceraso said. “If it means that the truck has to come off of East Maple, I understand the aesthetics of it. Again, this was offered to me. I would like it if we could maybe get another spot up in the parking lot to try and make this work. That is what I am here for today.” When Ceraso said he felt the problem with his trucks was aesthetic rather than safety-related, DiFederico countered that area has “changed dramati-

“Nissan Does Not Support Use of non-OEM Glass”

Nissan has released a statement which reads as follows: Genuine Nissan auto glass plays an important role in the safety of the vehicle by providing structural rigidity, ocular clarity, and integration with advanced vehicle technology as well as noise dampening, UV protection, and general occupant comfort and safety. For these reasons, Nissan North America DOES NOT support the use of aftermarket or recycled glass in a repair situation. If an aftermarket windshield is unavoidable in a repair situation, please be sure it meets the same specifications and similar quality to the OEM windshield being re-

placed. We ask the general repair industry to adhere to these guidelines when handling glass replacement on Nissan vehicles. Please refer to service manual section “GW”. As of the 2016 Nissan model line-up, the LEAF, JUKE, Sentra, and Quest all have non-reusable rear view mirrors. Any windshield replacement on these vehicles also requires the rear view mirror to be replaced. For questions specifically related to inside mirrors, please refer to service manual section “MIR”. For additional collision information: http://collision.nissanusa .com.

6 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

cally” in the past few years, especially with the New Canaan Cleaners moving onto East Maple, and that the problem of a narrow road is exacerbated in the winter when the snow pushes parked vehicles closer to the center line. Shea added that the problem “is not one wrecker.” “It is a constant stream of client cars, pickup trucks jammed in there, all the way down our street,” Shea said. He added: “A commercial enterprise on our street is using our street as an extension of the commercial business. So this is not about one wrecker. This is about a business selling cars and using space that they sell cars and moving client cars on our street. This is a pattern of abuse that has been going on almost two years.” Commissioner Paul Foley said the town should avoid spending money on a traffic study, if possible, and try making East Maple Street one-way from Main to Hoyt, as previously discussed. One attendee at the meeting, Terri Cox, said it was “kind of screwy” to divide Maple Street up into three parts

that are one-way westbound at St. A’s, two-way by the library and one-way eastbound past Main Street. “That seems squirrely,” she said. Foley replied: “Forgive me, ma’am, it doesn’t seem squirrely to me.” Jim Lewis also urged the commission to get a professional study done, saying the problem there “affects the lives of everybody on the block” and that he himself has almost been killed by motor vehicle traffic on East Maple. Commissioner Sperry Decew suggested the group recommend spending $1,700 total with Fairfield-based Frederick Clark Associates for a sight line study and field analysis of the area. “I don’t think we want to pretend that we are traffic experts on a Wednesday evening,” Decew said. The commission voted 2-1 in favor of getting the professional studies, with Foley in opposition. We thank New Canaanite for reprint permission.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 7

Shop in VT Settles for $18K After Series of Environmental Violations by The Mountain Times

The Department of Environmental Conservation announced July 19, that it has formally settled a series of environmental violations against Willie Noyes, who owns and operates Willie’s Village Auto located at 100 Weeks Hill Road in Stowe. The settlement includes an $18,000 penalty. Department personnel discovered the environmental violations during a series of site visits from August 2014 to November 2015. During these visits, personnel observed that Noyes was failing to store spent lead acid batteries under cover and on impervious sur-

face; and that he was failing to store used oil in properly marked, closed, and well-maintained containers also on impervious surface and under cover. In addition, they observed several areas of soil that had been stained from unauthorized discharges of used oil and potentially other hazardous waste. Finally, personnel observed that, based on the number of junk motor vehicles located at Noyes’s property, he was operating a salvage yard without obtaining the Agency’s approval. These actions and inactions were violations of Vermont’s Hazardous Waste Management Regulations and statutes and its salvage yard statutes.

These laws protect public health and the environment by ensuring both that hazardous wastes are properly collected, transported, stored, and disposed of and that salvage yards don’t have unfavorable effects on Vermont’s groundwater and natural environment or could potentially become a nuisance. After being notified of these violations, Mr. Noyes retained an environmental consultant to help bring his business into compliance with Vermont’s Hazardous Waste Management Regulations and implement a soil sampling plan in response to the hazardous waste discharges. However, the Agency observed additional violations after this

consultant completed his work. “Vermont’s Hazardous Waste Management Regulations protect Vermonters and Vermont’s environmental resources,” said Vermont Department of Environmental Conservation Commissioner Alyssa Schuren. “Those who violate them and who fail to come into compliance in a timely manner do a disservice to their fellow Vermonters and can expect to pay a penalty commensurate with their behavior.”

We thank The Mountain Times for reprint permission. As always, we welcome responses from the shop(s) involved.

PPG Continues Support for Speedway Children’s Charities in New Hampshire Track Walk PPG Industries demonstrated its ongoing support for Speedway Children’s Charities (SCC), joining with the organization’s New Hampshire chapter on July 16 for the 2016 Track Walk fundraiser at the New Hampshire Motor Speedway in Loudon. PPG is the sole sponsor of the walk and has worked with SCC since 2009. The walk is an annual event that takes place during the NASCAR racing weekend. This year, it followed an after-

noon Xfinity Series race. Approximately 250 enthusiastic participants walked the one-mile circuit, widely known as the Magic Mile, raising more than $15,800 for SCC’s New Hampshire chapter. “Speedway Children’s Charities is an outstanding organization that’s committed to the welfare of children, and we, in turn, are committed to the organization,” said Mike Patenaude, PPG regional sales manager. “The work SCC does is so important to the

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kids it reaches and to our community. We at PPG are very proud, excited and privileged to be involved.” NASCAR Sprint Cup Series driver Joey Logano joined the walkers. It was the second time the popular racer has participated in the walk. “Walking the track for this cause is important,” said Logano. “I’m proud that we’re bringing in much-needed dollars and making people aware of Speedway Children’s Charities and what it does. I walked the

track last year, and I’m glad I had the chance to do it again.” Longtime SCC supporter Dick Berggren, retired Fox Sports Pit Reporter, also took part in the walk, and SCC’s executive director Gen. Chuck Swannack was on hand to greet the public. According to Cheryl LaPrade, executive director of the New Hampshire chapter of the SCC, more than $81,000 has been raised since PPG got involved.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 9

Owner of Nassau Auto Body Shops Pleads Guilty to $190K Tax Fraud

A Garden City man pleaded guilty on at 226 Main St. in Hempstead July 22 to stealing nearly $190,000 Trinity’s Mineola Jericho Auto over eight years by underreporting Body Ltd., 157 E. Jericho Turnpike sales from the auto body shops he in Mineola. owned in Mineola and Hempstead, During that time, Donnelly failed according to the Nassau County Dis- to remit a total of $188,198.93 from trict Attorney’s office. his businesses, officials said. Douglas Donnelly Jr., 51, pleaThe New York State Department ded guilty to fifth-degree of Taxation and Finance incriminal tax fraud and vestigated records from the third-degree criminal tax three companies and disfraud. He was sentenced to covered the discrepancies, a conditional discharge and the DA said. Officials said ordered to pay a restitution they also found certain of $188,199 to the New quarters where tax returns York State Department of were never filed. Taxation and Finance. Don“This defendant collected Douglas nelly originally faced up to more than $188,000.00 in Donnelly Jr 15 years in prison if consales tax revenue from cusvicted of the top charges tomers and used the money following his arraignment in April for his own personal purposes,” Dis2015. trict Attorney Madeline Singas said Between March 2008 and Feb- in a press release. “Sales tax revenues ruary 2014, Donnelly allegedly failed pay for critical public services to keep to file tax returns and underreported our communities safe and healthy, and sales from the three auto body shops my office will prosecute anyone who he ran: tries to scam the taxpayers for their Mineola-Jericho Auto Body Inc., own benefit.” located at 157 E. Jericho Turnpike in We thank Mineola Patch for Mineola reprint permission and invite reTrinity Auto Body Ltd., located sponse from shops involved.

10 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

2 Men Accused of Auto Body Repair Scam in Linden, NJ, Suspects Arrived in Stolen Vehicle

Two young men, both from Elizabeth, have been arrested and charged with trying to scam shoppers into having auto body repairs from a store parking lot.

Finnelli John Trooper Rocky Jace, 22 Mitchell, 21 Photos courtesy of Linden Police Department

According to police, around 3:10 p.m. Monday, officers were sent to the Sam's Club parking lot, 1900 E. Linden Ave., for a report of two men approaching citizens soliciting auto body repairs.

Officers located Finnelli John Jace, 22, and Trooper Rocky Mitchell, 21, who told them they were doing auto body repairs for interested customers. The men said they arrived in a 2008 Ford Crown Victoria, and police learned the vehicle had been reported stolen out of New York. Both were arrested and charged with receiving stolen property and soliciting without a permit. Jace also was charged with hindering apprehension for giving officers a false name. He also was found to have a contempt of court warrant from Paramus. Police said both men are being held on $5,000 bail pending a court appearance next week.

We thank myCentralJersey.com for reprint permission.

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Car Fire Reported by Shop in Queen Anne’s Co.

Ultimate Autobody to Open in Peekskill, NY

According to the Maryland State Fire Marshal's Office, firefighters responded to a report of a car fire in Stevensville, Saturday afternoon. According to the report, an auto body shop worker noticed the flames coming from a 2012 Ford Fiesta on Love Point Road, and called it in. Officials say that there was no primary responding fire department, and the flames took only about one minute to control. The area of origin is reportedly from the exterior of the car, and the cause is though to be incendiary. There were no injuries reported with this incident, and the estimated loss is listed at $15,000. Officials from the Office of the State Fire Marshal ask that anyone with information regarding this fire to contact the Upper Eastern Region Office at 410-8227609.

Ultimate Autobody will open its fourth auto body repair shop in Westchester County at 515 Washington St. in Peekskill. A grand opening with an open house and a ribbon-cutting celebration will be held on Thursday, Sept. 8, at 4:15 p.m. “Peekskill is going through a renaissance, and it’s reputed to be a city on the rise,” said Greg Beobide, founder of Ultimate Autobody. “The availability of space in the ‘up-and-coming’ city of Peekskill played a major role as well and provided the perfect opportunity to grow my business further.” The company’s other Westchester locations include Bedford Hills, Bronxville and Mount Vernon.

by Jennifer Flueckiger, WMDT

We thank WMDT for reprint permission.

by Aleesia Forni, westfaironline.com

We thank westfaironline.com for reprint permission.

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AASP-PA Redesigns, Relaunches Website

The Alliance of Automotive Service Providers of Pennsylvania (AASPPA) has announced that after months of hard work, they have officially launched their newly redesigned website. AASP-PA’s goal was to give the website a more modern look while making it easier to navigate for their members and visitors. According to the AASP-PA, the new website will make it easier for members to obtain benefit and contact information, aiding in running their shops more efficiently. The website will also become a better tool to communicate important news and legislative information that impacts the automotive industry. Certain aspects of the website will continue to be designed after the official launch. One such area is the Shop Finder page, which will include updated features such as Gold Shop and Green Shop designations. For more information about AASP-PA, contact Jeff Walter at (717) 564-8400 or Amanda Henry at (717) 303-6166.

AASP/NJ Guide Says ‘Time for License Renewal’ According to Charles Bryant, executive director of the Alliance of Automotive Service Providers of New Jersey (AASP/NJ), there is still time for New Jersey collision repair shops to submit their Auto Body License renewal. Unless shops have changed their type of business, organization or business address, the deadline to submit the renewal is September 30, 2016. The renewal form/process language can be very confusing, and because of this, AASP/NJ has compiled a membersonly “plain language assistance” guide. This guide provides members with stepby-step instructions, covering everything from the application process to payment options. Says Bryant, “My phones are ringing off the hook with questions from our members about the renewal process. The guide AASP/NJ has created for its members is vital to showing shops exactly what they can and cannot do, step by step. In this industry, forms are just thrown at shops without any sort of explanation. Shop owners may fill out the wrong forms, or even answer questions that do not pertain to them. That’s where we come in. As a shop owner, you really do benefit from being a member of the AASP/NJ.”

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Upper Cape Tech Student in MA has Success at National SkillsUSA Competition by Stacey Phillips

Hard work, dedication and a close attention to detail all paid off for Fred Teed, who received a bronze medal in the national SkillsUSA competition in the category of high school collision repair technology. The event was held in Louisville, KY, June 20–24. “It’s a big deal for a kid from Massachusetts,” said Kevin Gallerani, the owner of Cape Auto Collision in Plymouth, MA, where Teed had been working as a co-op student. “We are very proud of Fred. He is a smart kid and works very hard.” The senior at Upper Cape Cod Regional Technical High School was one of 40 students enrolled in the school’s collision repair program.

In February, they participated in a SkillsUSA district competition held at Greater New Bedford Regional Vocational Technical High School. In the collision repair category, Teed received a gold medal and Tim Fitzgerald, a junior, received the silver medal. In the painting and refinishing category, senior Stephen Fay received the gold medal and Brian Miller, a junior, received the silver medal. All four students went on to compete at the state competition held on April 29 in Blackstone Valley. Teed received the gold medal and Miller received bronze; however, only gold medal recipients advance to the national competition. “I couldn’t wait to compete at the national level,” said Teed. “I had been

How Fred Teed Prepared for SkillsUSA and His Journey Ahead by Stacey Phillips

Autobody News reached out Fred Teed, a gold and bronze medalist in the SkillsUSA competition, to find out how he prepared for the national event in June.

Q: Why did you decide to attend Upper Cape Tech School and get involved in this industry? A: When making the choice between attending Upper Cape Tech (UCT) or Falmouth High, I didn’t give it much thought. I was faced with the decision in eighth grade, and at that age I simply didn’t appreciate the effects it would have on my life. Ultimately, I chose UCT because I figured if I’m going to spend four years in a building I might as well learn a trade as well as get an education. Entering Upper Cape, I had full intentions of enrolling in the automotive repair program. My attitude quickly changed after visiting the auto body shop. After my first day in that shop, I knew that’s where I wanted to be. The metal fabrication, the painting, the people—all of these aspects gravitated me into this industry. A short four years after that decision, I have not once regretted it.

Q: Is this your first SkillsUSA competition? What was your reaction when you received the gold medal? A: This was my first state competition. I went to districts my sophomore year but I failed to place. This year, my senior year, I managed to place gold at both the district and the state level and bronze at the national level. During the award ceremony at districts, I was positive that I won, so the gold medal was no surprise. Yet states was a different story. I went into the competition with all the confidence in the world, yet I felt my work was subpar. Immediately after the event, tired and discouraged, I spoke to my advisor about every little thing that I nitpicked with my work. I was sure that I wouldn’t place first but I was still hoping for a bronze or maybe even a silver medal. After they announced third and second, a large weight fell on my shoulders. This was my last chance to compete in my field and I had failed to come among the best. Then when I was called to the stage as the Massachusetts state champion, a great joy washed over me. I was more proud of myself than I had been in a long time.

Q: What did the competition entail? A: Despite having the longest competition of the shops, the day flew by. My fellow contestants and I had to display our skills in metal working, welding, plastic repair, frame analysis and estimating. To test our employability, they also conducted a hypothetical job interSee Fred Teed, Page 14 view. I am confident in most of these 12 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

practicing my repairs that were going to be at the competition and continued to train until I boarded the plane to Kentucky.” “I knew he was capable and he

Fred Teed received a bronze medal in the national SkillsUSA competition this June

really worked hard after school and at Cape Collision to prepare himself and it paid off,” said Gabe Coutinho, one of Teed’s collision repair instructors at the technical high school. “When I heard he won, I felt like a proud father. We’re very happy for him; he deserves it.” Coutinho teaches in the collision repair program with Robert Balanca

and Timothy Arruda at the technical school, which is based in Bourne, MA. “The importance of competing in the SkillsUSA competition is the fact that our students can show pride in learning and measure their skills and progress against students from other school programs,” said Coutinho. “Skills is also a great motivator and incentive to work hard and pay attention during class; it teaches teamwork and consequences in a real-life way.” The technical high school aims to teach students in grades nine to 12 all aspects of collision repair. “We combine a mixture of ‘live’ learning (customer vehicles) and project-based learning (individual/team projects),” said Coutinho. “Our students are very passionate about their school and technical programs.” Throughout the year, the school alternates a five-day academic week and a five-day technical week. Since 2001, the program has been certified by the National Automotive Technicians Education Foundation (NATEF) in painting and refinishing, mechaniSee Upper Cape Tech, Page 14

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Upper Cape Tech

cal and electrical, non-structural and structural repairs. It is also recognized for its language arts integration component. Eleventh grade students are eligible for a co-op program where they have an opportunity to spend time working in body shops. “They receive real-life practical experience while working and most of the time it leads to full-time employment upon graduation,” said Coutinho. There were six seniors and three juniors from the technical school who participated in the co-op program this past term. Teed happened to be one of them. Gallerani, his boss at Cape Auto Collision, has been involved in co-op programs for the last 10 years. After learning that Teed received the gold medal at the regional level, the team at Cape Auto spent time helping him reinforce his skills. “We let him do a number of things in our shop because he is a great young technician and we want him to stay in the trade,” said Gallerani. “We’re very proud of what he did for the state.”

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Fred Teed

areas so I was not all that worried. Yet, when it came down to it, I felt that I didn’t meet my usual standard. Despite that, I loved the opportunity and I had an amazing time.

Q: What advice do you have for other students in the collision repair program? A: The biggest piece of advice I could give to anybody competing or even just working in this industry is that safety is key. Automotive collision repair can be dangerous; therefore, it is important to exercise caution while working. I am sure that safety played a large role in how the judges scored us. Other than that, all I can really say is to be confident and have fun with what you do. Q: Can you tell us about the co-op program you were involved with at Cape Auto Collision? A: Co-op is an excellent experience. It allowed me to make money learning much more than I could have at my school shop. The main benefit is the increased quantity of work. In one day at my job I am able to complete what would have taken a week at my shop.

Q: What are your future plans? A: Big plans await me. I aspire to be what used to be commonly known as a Renaissance man. In addition to auto body, I have gained varied experience and a multitude of trades. I am going to be leaving my current body shop to spend some time as a plumber’s apprentice. While working as a plumber, I plan to hone my auto body skills by flipping cars and doing side work. Following the summer, I am going to continue my studies at Cape Cod Community College. Thanks to the dual enrollment program, I have already managed to accumulate almost three quarters of the credits required for an associate’s degree. Although I’m not sure where it will take me yet, my major is in engineering. I hope to continue to strengthen my skills in auto body while also developing my new talents.

LIC Shop Now Cadillac Authorized for Aluminum

Precision Auto Works of Long Island City™ has been authorized by Cadillac to join its Cadillac Aluminum Repair Network and is the first collision shop in the NYC area to achieve this designation. Only Cadillac-authorized facilities ensure Cadillac owners that a shop meets strict equipment and training requirements and have access to the GM patented structural parts required for safe vehicle repair. George Anastasopoulos, I-CAR® Platinum Certified Technician and owner of Precision Auto Works, said, “New technology vehicles, like the Cadillac CT6, are made with stronger, lighter materials like aluminum and high strength steel. They're at the cutting edge of auto making, but they also require a cuttingedge collision shop to repair them to the manufacturer's guidelines. Precision Auto Works is proud to be trained, equipped and certified to repair new technology luxury vehicles like the new Cadillac CT6.” Precision Auto Works of Long Island City™ is an I-CAR GOLD CLASS® collision shop and is certified by multiple manufacturers, including California-based Tesla Motors, Volkswagen, Fiat, Chrysler, Ford, GM, Honda/Acura and Nissan/Infiniti.

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Toyota Names CT BASF Glasurit Shop Certified Collision Center of the Year A-1 Toyota, a BASF Glasurit shop in New Haven, CT, has won the Toyota Certified Collision Center of the Year

received this recognition since the award’s inception. Criteria for the award include achievement of mas-

vement of key performance indicators, and exceptional customer satisfaction scores. “As a Glasurit customer for more than 15 years, we know A-1 has a strong team dedicated to quality repairs and excellent customer service,” said Jeff Wildman, BASF manager of OEM & Industry Relations. “We recognize the outstanding work of A1 and support their commitment to excellence.” “To be recognized by Toyota— compared to hundreds of other shops-confirms that our employees go above and beyond for our customers,” said Anna Lynn Wheeler, vice president and general manager at A-1 Toyota. “I attribute our success to our body shop manager, Michelle Tortora, and her assistant body shop manager, Ralph Doyon.” George Irving Jr., Toyota’s national manager, Wholesale Parts & Collision, presented the award to Tony Galardi, president and wheeler at A-1 Toyota. BASF presented the Accepting the award were Anna Lynn Wheeler, A-1 Toyota’s vice president & general manager; shop with a custom plaque and a Chris Masi from distributor Albert Kemperle (left); and Ralph Doyon, A-1 assistant body shop Chip Foose autographed print to recmanager (right). Jeff Wildman, manager of OEM & Industry Relations (back left) and Florian ognize its achievement and support of Schaefer, manager of Strategic Planning from BASF were also on hand Glasurit. For more information, visit http:// award. This marks the first time a ter level training in all departments, Toyota dealer from the Northeast has strong financials, consistent impro- www.basfrefinish.com.

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Philadelphia Body Shop Gives Food Truck Tutorial

Diners with limited time find food trucks as a good alternative to a sitdown establishment because they provide quick service without sacrificing food quality. Unfortunately, the food truck business is very volatile. A few bad reviews can ruin their reputation and quickly leave them in dire financial situations. Executive Auto Salon, a Philadelphia-based auto body shop which specializes in food truck renovations, has recently released a tutorial entitled “7 Necessities When Starting A Food Truck Business.” The blog post discusses some simple yet commonly overlooked business practices that make a big difference. The first tip the company provides is basic yet critical; “Perfect Your Signature Dishes.” Price and promotion are meaningless if the product doesn’t deliver. Executive Auto Salon also suggests that buyers of food trucks pick the right vehicle for their needs and address any internal or external issues immediately to avoid future closures, fines, and headaches. Executive Auto Salon offers a thorough 200-point safety inspection for all of its food truck clients and the auto body shop encourages food trucks to make sure the entire interior is clean, inspected, and up to industry standards.

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Continued from Cover

Post-Repair Inspections

the various stakeholders involved in the process, including customers, body shop owners and technicians and insurers. Her goal was the gage their perspectives, she said.

Customer Perspective “Customers felt their insurer was sending them to the right shop that would perform proper repairs,” Felder said. According to her interviews, Felder said many customers assumed insurers were actively verifying repair procedures. These same customers were surprised by the selection and supervising process for DRP shops—what insurers were and were not managing. Body shops are more often graded by insurers on a series of KPIs that track speed and cost, not the actual output or repair quality. Felder was quick to acknowledge the issue of questionable repairs does not reside within DRP shop walls alone. “It’s not only DRP shops with these kind of results,” but it’s across the board, she said. “I still remain a DRP fan and the service it could po-

tentially offer customers.” DRP shop or independent, Felder said that customers assume a vehicle repair would mean their well-being was secure. Safety was concern that they didn’t know they should be concerned about, she said. Many customers expressed their decision to choose the recommended body shop was so that they would have a “worry free” repair process. “They saw us as the gatekeepers, the guardians and the protectors of their vehicles and their families,” she said. “They believed that we were going to put that over anything else.”

Body Shop Perspective Some of the most troubling interviews around the post repair inspection process came from the shop owners themselves. “They felt their duty was to control repair expenses and … deliver the car out as soon as possible,” she said. While they did acknowledge a safe repair was important, they felt their insurance partners put more importance on the claims expense then the physical repair of the vehicle. Repairers and insurers can be more concerned about customer satis-

Three Types of Post Repair Inspections:

Customer Complaint Driven Inspection—when a customer is unhappy with the repair or notices something isn’t working properly with their car and seeks a third-party to evaluate. Many times they first seek a resolution through the company they dealt with during the claim or the repairer who fixed their car, and then go to a third-party if they aren’t satisfied. Insurer Pre-Delivery Inspections— this is when an insurance company inspects the vehicle on behalf of the customer to ensure the accuracy of the repair and customer satisfaction. Internal Quality Control Process Repairer—many shops across the country have PRI processes set up to inspect vehicles before they are delivered. Kristen Felder grew up working in her family’s body shop and started her career as a technician. She also worked in the insurance industry. After being employed by various public relations and crisis communications companies for several years, Felder launched Engage Target Media in 2013. Her goal is to create affordable, custom solutions to meet a business’s objectives through customer engagement and marketing. faction than customer service, she said. Using her eight-year-old son as a metaphor, Felder described the difference between the two. “If I let my child eat only what he wanted to eat, his satisfaction rate would be high,” she said. “But as a parent, I have to make sure he eats nutritionally.” Even if that meant he felt less satisfied in her parenting job, she said. “But I owe him what is best, not what leads to his greatest satisfaction,” she said. The study caused some important reflection for Felder. As a former DRP manager, she wondered if during her career she had helped to create these issues with performance equaling speed and cost vs. quality. Felder also met with 15 technicians at various repair facilities to discuss the pros and cons of post repair inspections, she said, and to gain their input on the general repair process. Again, she said, she found speed was a concern. “The faster the car went, the happier their boss was going to be and therefore, the happier they were going to be as well,” she said. Many of the technicians she spoke with felt they were, at the very least, performing at the same level as their counterparts in the industry. One troubling issue was technicians felt there were different levels of

repair quality based on the insurer handling. They felt some insurers allow the cars to be repaired properly while others they said they “know” they will be asked to perform repairs that do not follow common repair standards. As a repair industry, regardless of the insurer, each vehicle should be held to the same standard of repair quality.

Insurer Perspective Felder spoke with a variety of adjusters and DRP managers about post inspection repairs to find out their opinions on the topic. She discovered their concerns greatly resided in fulfilling their duty to find a reputable shop to repair the vehicle, pay the cost and keep things more affordable for the policyholder, she said. The inspectors told Felder that after writing or receiving an estimate, inspectors focused on ensuring the car was repaired as quickly as possible and in a cost-effective manner. They also detailed the shop’s responsibility on topics such as life-time warranties and repair issues. While many openly acknowledge repair quality issues are found, they did not feel it was their obligation to manage those issues due to the shops contractual warranty, what Felder referred to as the “warranty myth.” See Post-Repair Inspections, Page 20

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Post-Repair Inspections

While shops do supply life-time warranties on the repairs, those warranties are not insulators to liability suits and duties of the insurer to maintain the repair network. In many cases when insurers were aware of gross repair negligence claims, those shops were not removed from the DRP program. In other words, customers were still being directed to the shops with no action plan around improvement or implementation of quality-control procedures. Felder stressed the importance of shops and insurance companies working together as partners in the industry. The mutual customer demands a cost-

effective, timely but above all a safe repair. By aligning those values, DRP still stands as the best model for handling today’s volume of claims, she said.

Overall Findings “Customers were happy with the way they were treated, how they were kept informed, shuttle service, etc,” she said, “But the customer didn’t know what they didn’t know.” The opportunity to educate shops about proper repairs has been at the forefront of Felder’s mind for the the past five years, she said. Felder has been producing videos in various series, including the popular “Repair University,” which highlights repair procedures and how they can go very wrong, she said. “Maybe I need to talk a little more about what is right and

showing what a good repair looks like instead of the bad.” She suggested that customer service information and key performance indicators will always have a place in the repair process, but that shops and insurers must evolve beyond relying on these numbers. “We have this CSI tool that does a lot to help us measure how our customers are going to be treated but we don’t have a lot of tools out there that measure how the quality of the repair will be when it’s over,” she said. After her initial research, Felder said she found that there didn’t seem to be a plan in place for repairers or insurers on handling post-repair inspections or implementing quality control measures. “No matter what side of the fence

you are on, we don’t have a standard response for handling them,” she said. It is an opportunity to raise the level of everyone involved so that they know what they are looking for, she said. “If we’re going to protect the consumer and if our end game is truly a properly repaired safe vehicle, are we putting the right controls in place to manage that repairer?” she asked of stakeholders. Felder also stressed the importance of sharing information and dialoging about these situations to continually make the industry better for everyone. “We are all very passionate about what we do, no matter what side of this that you are on,” she said. “We’re also passionate about the consumer as well. If we can raise our level of understanding, we can definitely improve safety.”

3D Auto Body & Collision Centers Acquires Flick Brothers Auto Body in Drexel Hill, PA 3D president David Niestroy has announced the addition of 3D’s seventh location in the greater Philadelphia market. 3D’s newest facility is located in Drexel Hill, Upper Darby Township, PA, and will be the second location brought on board this year. “Sometimes an opportunity arises

that is totally unexpected, but the prospect of serving potential customers in the Drexel Hill and Upper Darby area really appealed to me,” stated Niestroy. “For the last several months, we have focused on our recent 30,000-square-foot Conshohocken location, but we are looking forward to

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the new challenge that a new location brings. There are some modifications to be made, but we are anticipating a September soft opening.” The Drexel Hill shop will extend 3D’s footprint an additional 24 miles from its original location in West Chester, PA.

“This prime location is a vital step in expanding our footprint and will align with the other markets in which our other shops reside, enabling us to better serve our customers and insurance partners,” stated Craig Camacho, 3D’s VP of marketing and business development.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 21

Florida Judge Dismisses All Utah Shops’ Claims Against Insurance Companies Except for “Steering” Claim by Stacey Phillips

The majority of claims filed by nine Utah body shops against a group of 20 insurance companies have been dismissed. In the U.S. District Court for the Middle District of Florida, Judge Gregory Presnell ruled in July that only one of the “steering” claims can be refiled. The Utah body shops filed the original claim in the United States District Court of Utah on April 10, 2014. In Alpine Straightening Systems Inc. et al v. State Farm Mutual Automobile Insurance Co. et al, they alleged that: “…defendants have engaged in an ongoing, concerted and combined intentional course of action and conduct to improperly and illegally control and depress automotive damage repair costs to the detriment of the plaintiffs and the substantial profit of the defendants.” They further stated in court documents that these actions by the defendants “have eradicated competition within the body shop industry.” In August 2014, the lawsuit was consolidated with several others by the United States Judicial Panel on

Multidistrict Litigation. It was decided that all cases would be heard in the U.S. District Court for the Middle District of Florida. In the plantiffs’ second amended complaint, filed in May 2015, they alleged: “The defendants have successfully created a ‘market’ system that rewards the body shops that will cut comers so they can increase profits and punishes body shops who are unwilling to compromise the quality or safety of the American consumers’ repair. The whole intent of anti-trust actions was and is to increase competition for the sole benefit of the American consumer. Defendants’ actions have violated the letter and the spirit of the law. Instead of providing the best quality repairs for the lowest cost, they have fixed the costs to their utmost benefit and forced the market into a race to the bottom in terms of quality to the customer.” They further stated in court documents that according to the Department of Utah Insurance’s 2013 Company Market Share Report, State Farm had captured about 15.06 percent of the private passenger automo-

22 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

bile insurance business in Utah as of December 31, 2013. The report also said that overall, the defendants controlled about 71 percent of the 2013 private passenger automobile insurance market in Utah. Earlier this year, Magistrate Judge Thomas Smith prepared a Report and Recommendation in regards to the claims at the request of Judge Presnell. Judge Smith considered the motions, the plaintiffs’ response and the replies that were filed by the defendants. He then recommended that all but one of the plaintiff’s remaining state law claims be dismissed with prejudice, which means that cannot be refiled. Following his recommendation, the plaintiffs and two of the defendants filed an objection to the Report and Recommendation. According to court documents, Judge Smith struck the plaintiffs objection earlier this year in May on the grounds that it exceeded the permitted page count and was filed after the deadline. In regards to the plaintiffs’ tortious interference claim, Judge Smith recommended it be dismissed with prejudice along with the other claims,

except for one instance of alleged interference. Judge Presnell affirmed his recommendation and dismissed the body shop’s claims of quantum meruit, tortious interference with economic relations and conversions. The claim that can be refiled involved one of the plaintiffs, Perk’s Auto; one of the defendants, Farmers Insurance Exchange; and Jayme Montgomery, one of Farmer’s customers. Montgomery took her vehicle to Perk’s Auto following an accident and allegedly Farmers told Montgomery to take the vehicle to another shop. “Judge Smith found that the plaintiffs had failed to state a claim because they had failed to plead facts showing that Farmers’ alleged interference had caused injury to Perk’s Auto,” according to court documents. “However, Judge Smith could not rule out the possibility that Perk’s Auto could re-plead so as to state a tortious interference claim.” All of the antitrust cases are represented by John Arthur Eaves Jr. and Allison Fry of Eaves Law Firm in Jackson, Mississippi.

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 23

Cumberland, RI, Police May Move Into Former Auto Body Shop way to go,” said Stansfield, even as he acknowledged, “it’s certainly going to Town officials are saying this week be inconvenient for the police.” He said that demolishing the current police stathe building committee is relying on tion could be step one in constructing the expertise of architect Kaestle Boos, the new public safety complex. whose representatives say they’ve recThat will require moving police ommended this procedure with other operations into temporary quarters for communities building new police comsome 18 months, but the inconvenience plexes. may be well worth it, they’re saying. If the plan goes forward, police Not only is there money to be officers will find themselves putting saved by clearing the station out of the some extra miles on their cruisers. All way, but the new complex can also be arrests would be processed in nearby built on the old station footprint facing stations using those communities’ Diamond Hill Road, rather than tucked equipment for procedures such as finbehind it on North Garden Street. gerprinting as well as detention cells. Town leaders are leaning that “We’ll be relying on memoranway as they discuss setting up a tem- dums of understanding with other deporary station at the vacant Joly’s Auto partments such as Lincoln, Central Body building across North Garden Falls or State Police,” Stansfield said. Street from the station, according to The dispatching desk, however, would George Stansfield, chief of staff to still be run out of the makeshift CumMayor Bill Murray. berland office, he said. Stansfield is a former Cumberland police officer who retired in the position of deputy chief, so he’s very familiar with police procedures to know that the temporary quarters would work, he told The Breeze. Joly is a former fire chief of the Berkeley village, who was on friendly terms with the police officers The Cumberland Police Department is looking at the through the years. former Cumberland Collision auto body repair shop, In recent years, Chuck with red awnings, as a temporary location. Moving in would allow the town to demolish the current station Lombardi has leased the auto and then build the new public safety complex on the body shop as Cumberland station footprint, facing Diamond Hill Road. The current Collision, but earlier this year station is at left, and at right is the Diamond Hill gas he moved his operation to a station that would remain. Credit: Tom Ward new place on Mendon Road He’s suggesting emptying much near the corner of Marshall Avenue. of the 1960s-era station house into storThere have been no talks of payage boxes inside the large garage space ment yet with owner Robert Joly, at Joly’s while setting up administraStansfield said. tive offices in the front of that building. Uncertain, said Stansfield, is whe“It’s right there, and has a big ther there are any hazardous waste isgarage where things could be housed sues at the building, where auto body in storage, including evidence,” said shops and auto dealerships have been Stansfield. He suggests secure storage located for most of the 20th century. containers would be used. And not out of the question, Current office partitions in the Mayor Murray told The Breeze, is the front of the building would need to be idea of purchasing the Joly building rearranged, he said, but “basically it’s outright for future town needs. wide open.” Equipment associated with Several plans for the new comthe auto body repair business, such as plex are in play currently as architects lifts, have already been cleared out, with Kaestle Boos continue meeting Stansfield said. with the building committee headed by Temporary trailers might also be Mark Lindgren, vice president of the needed, he said. The gas station busi- Hart Design Group of Cumberland. In ness on the north end of the building addition to Lindgren, other members would remain open, he said. of the building committee are residents “Starting with a clean slate is the Brian McCourt and Wayne Wagner, by Marcia Green, Valley Breeze

24 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

berland Public Safety Complex must also fit with the character of the towns’ residential neighborhood in which it will reside, while also be inviting and welcoming to the public.” While this is a police not a school project, the community of Garvin Memorial School, the elementary school that sits next door, is weighing in strongly with concerns that may lead to some improvements to traffic and parking problems. Meanwhile, residents keeping an eye on the proceedings raised questions at the Aug. 1 building committee meeting about parking availability durThis view from Google Earth shows the close proximity of Garvin Memorial School and the adjacent ball field, left, the ing school events that’s likely current Cumberland police station, center, and the former to spill into the side streets, Joly’s Auto Body, right. Credit: Valley Breeze lighting, and traffic, especially entire police force. KBA is describing a during morning and afternoon parent state-of-the-art dispatch center, secure and bus drop-off and pick-up times. prisoner processing and detention area, Currently, plans call for 76 school secure evidence processing and storage parking spaces, about 16 more than are area, roll call area, training and meeting currently available. room, locker rooms, administrative ofTown officials are also suggestfices and storage. ing a longer lane for queuing parents’ KBA is also promising, “The decars and buses that will help alleviate sign and aesthetics of the new CumSee Police May Move Into, Page 38 along with Cumberland Public Works Director Bob Anderson, Police Chief John Desmarais and Stansfield. Planned for Cumberland, thanks to a 2014 bond approval, is a 21,000square-foot structure that includes space for administrative staffs of both the fire and rescue services in addition to the

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Auto Body Fumes a Frequent Complaint in San Diego [Consumer Article] by Ingrid Lobet, inewsource.org

In San Diego’s Lincoln Park neighborhood, a report came in—fumes from spray paint and thinner so thick the caller had problems breathing and was going to pass out. In Spring Valley, a resident said an auto body shop was painting in a small room with no exhaust filters. Neighborhood children were getting sick.

Lemon Grove Truck Body & Equipment is one of several body shops at 8373 and 8377 Broadway. They have received more air complaints than any other auto paint operations in recent years. Credit: Ingrid Lobet, inewsource, July 21, 2016

Just outside Lemon Grove, Eric Drayner said he raised objections for years about a shop on the other side of the wall in his backyard. The problem is not going away. “We gave up complaining,” Drayner said. “It doesn’t help. I’m getting

close to retirement. When I retire I’m leaving.” The civil engineer said the value of his property was diminished, and that his neighbors, aggravated and exhausted, also gave up and moved out. From Oceanside to National City, Escondido to Chula Vista, complaints about fumes emanating from car painting operations are among the most frequent reported to air authorities. An analysis of records by inewsource shows more than 10 percent of air complaints in San Diego County cite auto and truck painting, with 224 of some 2,100 complaints made between January 2013 and April 2016. The Environmental Health Coalition, one of nation’s oldest groups devoted to urban environmental health, has long worked in National City. Research Director Joy Williams said the issue is “a big part of what we have heard from residents.” Some of the shops receiving complaints are well-established. Others are makeshift spray booths. The county Air Pollution Control District has primary jurisdiction over air quality issues in the region. The district’s Robert Kard refused requests

26 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

air pollutants,” said Alison Davis, a senior adviser for public affairs in the agency’s air office. The rules defined a shop as anyone taking money for painting cars or painting more than two vehicles a year. It required enclosed spray booths and controls on how workers clean their tools to reduce the release of solvents. But chemicals that people ought not be exposed to are still used in auto body work. Common solvents are xylene, acetone, alcohol, and sometimes NMP, said Charles Complaints received by the San Diego Air Pollution Corcoran, supervisory enviControl District 1/2013 through 4/2016 ronmental scientist at the an auto paint shop, Kard wrote, they state Department of Toxic Substances Control. NMP, or N-methyl-pyrrolilook at the coatings to make sure only modern, waterborne products are used. done, is considered a reproductive Several people interviewed spoke hazard by the California Department of positive change in the industry as it of Public Health, meaning it may be has moved away from solvent-based dangerous for babies in utero. Acetone can cause dizziness and irritate the paints. nose, throat, lungs and eyes. Both xyChanges are also a result of U.S. Environmental Protection Agency rules lene and NMP have limits on their use that went into effect in 2010 and 2011 in San Diego County, the district wrote. The district also exempts some because “these shops can emit a type of small shops from the federal requirepollution called air toxics or hazardous for an interview. In an email he said inspectors routinely canvas neighborhoods for unpermitted businesses of any kind and also respond to complaints in a timely manner. Any time they visit

ment for an enclosed spray booth, it said in an email. On a case-by-case basis it decides whether exhaust air must be filtered. Environmental Protection Agency rules require spray booths to have filtration systems that are 98 percent efficient. The district’s practice may be illegal. “A local government or jurisdiction is not allowed to make exemptions for auto body shops,” Enesta Jones of the EPA wrote. “The federal rule reflects the minimum acceptable standards for auto body shops in the United States.” No address in San Diego County received more vehicle painting complaints in the last three years than the one behind Drayner’s home on Broadway in Lemon Grove, with more than 60. “One, two times someone has come out here,” he said of the air authorities. “‘Gee, we don’t smell anything now. We’ll take some samples.’ Well, of course not, you came out here the next day. They’re not real responsive.” The Air Pollution Control District provided records showing it has issued 10 violations at the address since 2013, carrying fines totaling $2,650.

Those fines were all issued to one of several body shop businesses operating at 8373 Broadway. Air authorities say two of the violations are recent, from 2016, so fines haven’t been assessed yet. One of the owners of Lemon Grove Truck Body, Omar Zamora, said he believes some of the complaints are wrongly attributed to his businesses.

Lemon Grove Truck Body is the subject of dozens of complaints about fumes, but Omar Zamora, an owner, says some are erroneous, and rightfully should name other body shops at the address. “There’s like six shops here,” he said

“We try to keep the noise and smells down, but there’s only so much we can do,” he said, noting apartments just a few feet away. David McClune, executive director of the California Autobody Association, said most businesses try to prevent or remedy any disturbance to neighbors. He urged anyone who suspects an unlicensed operation to contact

the California Bureau of Automotive Repair. The bureau also dispatches inspectors to consumers’ homes or workplaces when a repair may have been done incorrectly. David Winkowski, a program supervisor in the San Diego office, said the complaint may be that someone is painting out in the open in a residential neighborhood. “I will send a rep out to let them know the area is not zoned for auto body repairs and they need to take it out of there,” he said. Maria and Thomas Hughes in Chula Vista say that is the situation they have endured for years—a neighbor sanding and painting multiple vehicles on the front patio. Their street is residential. Thomas Hughes said at one time nine Volkswagens were in the front yard. “Now they’ve got a tow truck over there.” “We got old working so that we could rest a little at home,” Maria Hughes said in Spanish. “But we can’t even go outside, so what good is it?” She said various authorities including the city of Chula Vista have observed the activity but done nothing. The owner of the property on Emerson Street, Eva Sanchez, denied

that family members do body work on other people’s cars for pay. “There is no business here,” Sanchez said, identifying four of seven cars as belonging to relatives. Her son, her son-in-law and her brother-in-law, she said, simply “like to work on cars.” Comments and questions can be directed to Ingrid Lobet at ingridlobet @inewsource.org.

Paint complaints Chula Vista: “Business is painting cars with visible paint overspray that is also causing odors. Happens 7 days a week” until 8 p.m. – November 2015 City Heights: “Complains of ‘painting fumes’ and ‘smell that’s just killing us’ from a nearby auto [body] shop.” – February 2015 Southeastern San Diego: “Complainant can see paint coming from the business during business hours. The paint coats nearby homes, cars and businesses. The complainant can also see paint coming from a vent in the shop into the air.” – January 2016 Vista: “They are constantly grinding and painting car parts, told them to stop, but they continue. Seems they’re running a body shop in a residential neighborhood.” – February 2016

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 27

Flash Flooding in Scranton, PA, Leaves Swamped Cars in its Wake by Stacy Lange, WNEP

Folks washed out by flash flooding assessed the damage on Tuesday, July 26 and began the cleanup. People are dealing with flooded basements and swamped cars after severe thunderstorms swept through our area.

Some people in Scranton were under feet of water and are now busy cleaning up the damage. People who live on Phelps Street just off Wyoming Avenue say just 24 hours ago, rushing water was up over the tops of their cars. Many of them are totaled now. And it’s only more bad news for a car rental agency around the corner. The employees at Hertz Rental Car on Wyoming Avenue in Scranton

came to work with hoses and dehumidifiers. Their entire inventory is soaked from flash floods. When the storm rolled through, the conditions along this part of Wyoming Avenue provided the perfect storm for flooding. The road is low and neighbors say drainage is poor. “This is the worst I’ve ever seen this,” said Joe Fanucci. “We did get floods, but this is the worst. We haven’t flooded in years, in years, never like this thing.” Hertz wasn’t the only place with car trouble. Neighbors on Phelps Street say when the storm started, the water moved parked cars. “I had a lot of things planned for today, too. I don’t know what’s going to happen.” Nathaniel Scott’s car had water up to its roof. All he can do now is wait for it to dry out. He says his insurance policy won’t cover any of the damage. “I can’t be mad at nobody. If I could be mad, it wouldn’t be worth it. It’s just like something just happened, just like that.”

28 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Tim Buckley showed us cell phone video of the view from his front porch. “Less than 30 minutes, less than 30 minutes we were underwater,” said Buckley.

About half a dozen of his neighbors have totaled cars like him, and even more had flooded basements. “Just trying to recover from it, that’s the biggest thing, you know? We didn’t expect it, that’s for sure!” Back at Hertz, they’re waiting on a delivery of new, dry rentals that they will need later this week. “Friday is going to be really busy, so I’m just hoping to have enough cars for Friday. It’s an unexpected event that God sent to us, you know? What are we going to do? Just work together

and just get it cleaned up,” said Hertz manager Amanda Hill. A squeegee was the most valuable tool at an auto body shop along Olive Street. Once flash floods receded, Stanley Wilkins found lots of leftover mud and water damage. “You sit back and do a little retrospect and you think, ‘Man, that happened in a matter of 15, 20 minutes.’ Thank God somebody was here to actually say, ‘Hey, get out of the back.’ Someone was here. If I wasn’t here, what else could have happened?” Matt Mather and his racing buddies call their garage “the cave.” It’s where they fix up their race cars that need a lot of work before a race this weekend. “A lot of loss in tools, a lot of stuff I’ve had for a long time that means a lot to me. Dave’s the same way, but you got to get over that,” Mather said. Storm damage was dramatic. Elsewhere in the city, water rushed through Lackawanna County’s Gateway Center. The offices on Jefferson Avenue will be closed all week for cleanup. We thank Stacy Lange and WNEP for permission to reprint their story.

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around of light hits. That shop takes in CIC in Palm Springs, Calif., after Staand delivers 15 cars a day, he said. If bler completes his two years as chairscanning adds half-an-hour to every man with the final CIC of 2016, being job, the shop would need to add two held November 1-2 in Las Vegas. Rozint noted, for example, that infull-time employees to do Stabler kicked off the CIC house scanning by collision repair nothing but scanning. meeting in Anaheim, which shops could have the least impact on “And guess what? They attracted about 325 attendees, cycle time and repair costs, yet shops haven’t fixed anything by pointing out that he is the report more difficulty in getting paid they’ve found. The time to re16th CIC chairman, and that for in-house scans than those that are pair anything they’ve found the 16th U.S. President, Abrasublet to dealerships or outside venisn’t even included,” Rozint ham Lincoln, described the dors. said. nation as “a house divided Randy Stabler The costs related to scanning are Clint Marlow of Allagainst itself.” Stabler said he real, Rozint noted. Buying OEM scan state Insurance agreed that vehicle age views consolidation as creating a divitools for just the Top 10 nameplates and features have to play a role in sion within the collision repair induswould cost a shop more than $100,000, what vehicles need to be scanned. He try, noting that “some people may like he said, with $30,000 in annual softsaid the average age of vehicles his it, and some people may not,” but that ware updates. These fees don’t include company insures is about nine years. it is a real and continuing part of the any of the training expenses that would “It doesn’t pass that initial logi- lifecycle of the industry. be necessary. Aftermarket tools are cal test [that all vehicles need to be He asked, however, for a show of available for about $5,000, he scanned],” Marlow said. “I hands of anyone representing any of the said, but generally don’t think we need to work to- four lar-gest multi-shop operations cover all vehicle functions. gether to understand more (ABRA, Boyd/Gerber, Caliber and The alternative to inabout when it needs to be Service King) among the CIC attenhouse scanning pose chaldone, in what cases and on dees. Not a single hand went up. It may lenges as well. Outsourcing what cars.” have been they had not yet arrived as the work to dealerships is genFormer CIC Chairman the meeting began or chose not to idenerally the most expensive opRoger Wright suggested that tify themselves, but Stabler said he Roger Wright tion, both in terms of actual the committee make a similar views the lack of their involvement at costs and cycle time delays, Rozint said. presentation at a Property Casualty InCIC as an issue. He also pointed out that dealer networks surers Association meeting this fall, “The challenge here, and the readon’t have the capacity to handle all the given that a $200 scan charge would son that I bring it up for the CIC body, collision-related scanning that will be add 7 percent to the average claim of needed. $2,800. Mobile technicians offer scanning “For some of the top insurers, that although generally only in urban areas, could be up to $500,000 or $600,000 Rozint said. Remote scanning, where a day in additional severity,” Wright off-site technicians scan vehicles said. “The repairers can’t eat 7 percent, hooked up at shops via the internet, and an insurer would have to get rate may be “a great solution, but it’s not inincreases across the board to do the expensive,” Rozint said. And some calsame thing. I think we can work it out. ibrations of systems require the use of We had the same thing back in the targets or other procedures that can’t be 1980s when we had to have 4-point done remotely, he also pointed out. and 3-dimensional measuring systems. We got through that.” CIC Chairman Randy Stabler More information needed Rozint said the scan tool manufactursaid the committee’s work is timely ers have until now focused primarily and important. on the mechanical repair industry; the “I know that for every collision Mechanical Division of the Automorepairer and every insurer in this countive Service Association, for example, try, this particular issue is a burning has developed a summary of OEM problem that needs to get improved,” scan tool information (http://scantool Stabler said. resource.com/ ). This means not all the tools are designed to meet some of the Other News at CIC needs of the collision repair industry, In other news at CIC in Anaheim, Guy such as providing printable documenBargnes of Painters Supply and Etation of scans and findings. quipment Company was named the Rozint said more parameters from next chairman of CIC, a selection automakers about which vehicles need made by previous chairs of the conferto be scanned would be more helpful ence. Bargnes has been an active CIC than blanket statements saying all veparticipant during his 18 years with hicles need to be scanned. He cited a BASF and more recently since joining shop owner he talked to who has one Painters Supply in 2009. His term as shop that specializes in quick-turnchairman will begin with the January Continued from Cover

CIC Focus on Scans

30 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

is because they are a part of our industry, and we need to have better participation,” Stabler said. “That is one of the challenges I hoped to address [as chairman] and was unsuccessful, but that I hope we as an industry can address.” Stabler also explained the lack of a presentation at the Anaheim meeting by the CIC Definitions Committee; the committee’s draft of revisions to CIC’s long-standing “Minimum Recommended Requirements for a ‘Class A’ Collision Repair Facility” document had led to much debate at the three previous CIC meetings. Stabler said the committee has continued to revise the document based on input it has received – including removing the reference to “Class A” in the title – and will be posting the latest draft on the CIC website (www.CIClink.com). Stabler said he feels CIC should have reached consensus on changes to the document some time ago, as more organizations now launch shop certification programs. “This is my opinion as CIC Chairman, but we missed an opportunity to come together…on that sooner because we’re now being confronted with a lot of other entities that are going to try to answer this question and come up with See CIC Focus on Scans, Page 57

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 31

Autologic Demos Diagnostic Solution at NACE, Wins Three Stevie Awards by Deana Cacus, Online Editor

Autologic Diagnostics provided demonstrations of Autologic Assist, a cloud-based, vehicle-connected aftermarket automotive diagnostic solution, at the 2016 NACE | CARS Expo. Autologic Assist was designed to serve aftermarket repair shops, specifically those specializing in European vehicle repairs. The app offers data resources and diagnostics tools to shops as well as real-time remote access to a pool of more than 100 master technicians. Julio Rodriguez, lead software engineer, demonstrated the Assist technology at the Autologic booth on the Show floor. Rodriguez reported a 97.5% fix rate among 300,000 cases submitted to the company. According to Rodriguez, Autologic technicians have repaired more than 1,200 different models of vehicles throughout 120 countries using the Assist solution. “During NACE, Autologic had an opportunity to share the benefits of our Assist offering with the attendee audience, who are direct potential users of our cloud-based, vehicle-connected di-

agnostic solution,” said Jeremy Fry, CEO of Autologic. “We were able to use the NACE platform to show the at-

Julio Rodriguez, lead software engineer for Autologic Diagnostics, demonstrated the Autologic Assist technology on the Show floor at the 2016 NACE | CARS Expo

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tendee community exactly how we can help them find fault and fix cars, fast.” Autologic recently announced that they received three Stevie® Awards in The 13th Annual International Business Awards. Autologic earned a Gold Stevie Award for Autologic Assist in the Best New Product or Service of the Year category for transportation; a silver in the Customer Service Team of the Year category, recognizing its Fault 2 Fix Vehicle Diagnostic Support team; and a bronze in the Mobile App - Utilities & Services category for AssistMobile. “We are honored to be recognized not only by the prestigious Gold Stevie, the highest award level in the program, but to also have ranked in three categories of the overall competition,” said Fry. “We are gratified that the judges recognized all components of what can now be known as our award-winning solution. “This acknowledgement is particularly fitting for our company – we operate internationally, from four offices worldwide and serve customers in 120 countries,” Fry continued. “It

is a testament to the efforts of all our employees around the globe, and we thank them for their contributions in helping us earn these accolades.” Nicknamed the Stevies for the Greek word for “crowned,” the awards will be presented to winners at a gala awards banquet at the Rome Cavalieri Waldorf Astoria Hotel in Rome, Italy on October 21. Stevie Award winners were determined by the average scores of more than 200 executives worldwide who participated in the judging process from May through early August. Details about The International Business Awards and the lists of Stevie Award winners are available at www.Stevie Awards.com/IBA. For more information on Autologic Diagnostics, visit www.autologic .com.

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 33

The YANG of the Aftermarket Industry by Chasidy Rae Sisk

Networking is a vital component in developing a career, but it is particularly imperative to young professionals whose careers are still in their early stages. The Auto Care Association recognized this and created a program which addresses the needs of young professionals in the industry. The Young Auto Care Network Group (YANG) offers a free membership available to anyone under the age of 40 working in the auto care industry. YANG provides an opportunity for individuals to network with industry peers, enhance their knowledge, and improve their leadership capabilities. YANG began in 2014 after two young members of the Auto Care Association noticed how few members of their generation attended industry conferences and events. Seeing a need to attract and develop young people in this business, they began generating awareness among young people, and YANG has now grown to include 750 young industry professionals nationwide. YANG’s membership is representative of the entire supply chain and even includes students. Courtney Hammer, director of

job and career development for the association, said, “We find value in raising awareness of the young person’s perspective and sharing their opinions. They need to be involved in decisionmaking processes since this is the next generation that will be in charge someday. There is also a real need in the industry to develop succession plans. Recruiting new talent is an issue that spans across the entire automotive industry, but YANG involves young people who help with recruitment and retention as well as the professional development of young people entering the industry. All of volunteer leadership team helps spread information needed about working in the industry, and the program has generated a lot of interest.” Since networking is the foundation of YANG’s creation, it’s not surprising that the group plans a number of activities to allow for engagement with their peers. While the group schedules some larger scale functions, their most popular events are their Regional Meet-Ups and their YANGTime webinars. YANG’s Regional Meet-Ups are designed to provide networking opportunities for young industry professionals across the country and potentially

internationally. YANG understands that not everyone is able to travel to industry events, so the concept is to bring YANG to members’ local communities. According to Hammer, “YANG plans to hold 20 Regional Meet-Ups this year, which are hosted by members in areas where we have a dense population of YANG members. We usually have anywhere between 15 and 50 people attend these networking events which often coincide with other local events. In the past, YANG’s Regional Meet-Ups have included happy hours, baseball games and go-karts, but members can choose any venue where they can encourage interaction amongst attendees.” YANG’s mission is spreading and more organizations are working to get young people involved. Two state associations, AAAS and CAWA, have partnered with YANG to host upcoming Regional Meet-Ups and have also agreed to offer free registration for YANG members to attend their conferences. In addition to offering networking opportunities, YANG also focuses on education and professional development of its members. YANGTime is an educational program comprised of webinars which are geared toward

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young auto care professionals. Topics range from professional development to industry specific trends. Past topics include using the history of the supply chain, technology tips for productivity, and the connected car. On May 6-7, YANG held its 2016 Leadership Conference in Bonita Springs, FL, which was held in conjunction with the Auto Care Association’s Spring Leadership Days. The YANG Conference included presentations from their parent association, the Aftermarket Auto Parts Alliance and many others. In addition to panel discussions on “The Rules of Globalization” and “Have You Ever Tried Listening to Your Customer?,” seminar topics included “Technology Related Opportunities and Challenges for the Automotive Aftermarket,” “Telematics - The Connected Car,” and “Emotional Intelligence.” Hammer said the focus of YANG’s 2016 Leadership Conference was “professional development and education. It allowed attendees to see the big picture and provided an opportunity to witness the size of the aftermarket industry. Talks were about big topics that impact everyone, such as new technology, distribution and acquisitions.”

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866 Boston Providence Highway Norwood MA 34 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Collision Repair Industry Snapshot Survey Launched

The Collision Repair Industry Snapshot Survey, co-sponsored by the Collision Repair Education Foundation and I-CAR, has launched and is now open for responses from collision shop owners and managers. The collected data will be compared to previous benchmarks. Trends over the years will be analyzed, with results published and shared with the industry. In order to touch the entire industry both within the Foundation and I-CAR customer base as well as externally, the electronic survey, which is intended only for shop owners or managers, will be distributed via various vehicles including: • Industry publications • Information providers • CAR Industry Alliance partners newsletters • Industry co-ops & buying groups • Associations’ newsletters • Large paint distributors and others It is estimated that this survey will be distributed electronically to over 20,000 shop managers and owners. Collision Shop owners are invited to take the survey online at this link: http://www.cvent.com/d/8vqmtp?refid =7445. Any questions regarding the survey: info@ed-foundation.org

IADA Hosts Another Fantastic Vehicle Repair Conference by Chasidy Rae Sisk

The Independent Automotive Damage Appraisers Association (IADA) hosted its 47th Vehicle Repair Conference on June 15-17 at the Sheraton Charlotte Hotel in Charlotte, NC. Dennis O’Mahoney, executive vice president of IADA, noted, “The conference was fantastic. It is a great event, and we attracted around 120 attendees from the independent appraisal and insurance sides. It was also great to hear the perspective of the OEMs who came out to talk about new technology, self-driving vehicles, and the training they offer. IADA’s Annual Conference is a great opportunity for everyone to participate and get up to speed with industry changes.” During the conference, attendees had the chance to attend a variety of educational sessions, and plenty of networking opportunities were offered. Attendees’ feedback indicated that participants enjoyed the fact that both sides of the industry were present to discuss factors impacting their businesses. At the conference, IADA also launched its refreshed branding and a new logo to represent the future vision, behaviors and culture of the Association.

In addition to presenting educational seminars, IADA held several association business meetings during the conference, including the Board of Directors and Industry Advisory Board meetings. During the Directors meeting, Mark Nathan transitioned IADA’s presidency to Bill Ambrosino, who will lead IADA for the next two years, while at the Advisory meeting, IADA shared future plans and industry executives provided opportunities of how IADA can help and better serve the insurance and collision industries. IADA held its President’s Dinner at the NASCAR Hall of Fame, which featured a great dinner with competitive racing among conference participants. IADA also highlighted its “Save a Life Project,” a charity program for St. Jude Children’s Research Hospital, raising over $15,000. According to O’Mahoney, “Mark Nathan as President was driven to make sure that, as an organization, IADA was giving something back, and there could not be a more deserving need than children with cancer. We are proud to support the work that St. Jude does for these families. All our members and partners really stepped up, and we couldn’t be more thankful; Audatex pushed us over our

event goal with a $5,000 donation. “The conference is beneficial to IADA members and the entire industry because it provides the ability for attendees to interact and exchange ideas with their peers,” O’Mahoney continued. “With all of the rapid changes taking place, it’s important that everyone learns about the new technology and that appraisers understand what’s going on under the hood of these vehicles. The training we offered allowed them to learn a lot about the industry.” Moving forward, IADA is looking to increase the value it provides to members by upgrading technology and leading with a progressive approach to the changing needs of the industry. “The insurance claims industry is rapidly changing, and IADA is committed to being a leading edge resource in technology, education and tools for our members and the insurance industry,” O’Mahoney said.

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 37

Continued from Page 24

Police May Move Into

the morning and afternoon snarl on North Garden Street. As plans stand now, school traffic will enter about 50 feet farther down North Garden Street, approximately in line with the current third base of the ballfield before turning left toward the school. An optimistic Murray, who says he’s determined to keep open lines of communication with neighbors, parents and the school board, told The Breeze, “I want everyone to be happy.” He has already won appreciation of this district’s school board member, Mark Fiorillo, who says he was disappointed to be left out of the planning of the new Veterans Memorial Park behind the B.F. Norton School. Timing will be important to the school community, as Garvin students are subjected to the noise of demolishing the old station and then building the new one. Fiorillo expects to arrange for quiet times during periods of testing and hopes major work can be accomplished during the summer break. We thank Valley Breeze for reprint permission.

ASA, Automotive Parts Services Group Announce Partnership

The Automotive Service Association (ASA) has announced that it has joined forces with the Automotive Parts Services Group (also known as “The Group”) to offer ASA members additional parts supply capabilities as well as training and marketing support. ASA member shops that have an approved account with members of either the Pronto or Federated networks can take advantage of several benefits, including expedited parts delivery and preferred pricing on parts and supplies from participating Pronto or Federated members and their supporting auto parts store locations. Other benefits include access to data warehouse tools that provide sales analysis information to customers on products purchased, return rates, warranty information and more. ASA member shops also have access to training and marketing through The Group Training Academy and Banner Shop Programs. For more information, visit The Group’s profile at ASA.savings4members.com.

38 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Sherwin-Williams Receives Approval from Volkswagen Group in North America, South America and Asia Pacific

Volkswagen Group has entered into a corporate agreement with SherwinWilliams and approved the SherwinWilliams refinish paint brand for use at Volkswagen Group brands (VWPC, Audi, SEAT, Skoda, and VWCV) certified collision repair facilities in North

America, South America and Asia Pacific. This is a result of Sherwin-Williams’ performance in testing to meet the Volkswagen Group’s intensive refinish coatings specifications. The certification confirms that only the best-in-class products are utilized for

Volkswagen Group vehicles repaired at its dealerships and certified collision repair facilities. Along with meeting high product standards, Sherwin-Williams will provide Volkswagen Group certified collision repair facilities with verified color support and industry-recognized product and management training. “We’re very pleased that Volkswagen Group has certified us and look forward to supporting its dealerships and certified collision centers,” said Tom Hablitzel, president and general manager of Sherwin-Williams Automotive Finishes. “The new partnership demonstrates the trust Volkswagen Group places in our products and will help expand our reach around the globe.”

For more information, visit www .sherwin-automotive.com.

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 39

Mitchell Issues Third Quarter 2016 Industry Trends Report

Mitchell International, a provider of technology, connectivity and information solutions to the Property & Casualty (P&C) insurance industry and their supply chain partners, has released its Industry Trends Report (ITR) for the third quarter of 2016. In honor of the company’s 70th anniversary, Alex Sun, President and CEO, looks ahead at key technology, social and trends include technology transformation, machine learning and digital consumer engagement. Sun also weighs in on the trends specifically impacting the auto casualty, workers’ compensation and auto physical damage industries. Nine years ago, Mitchell created the Mitchell Collision Parts Price Index (MCPPI) to track the inflationary trends of the most replaced collision parts. Today, the annuallyupdated MCPPI includes the top 20 most replaced parts on collision estimates split out by country of origin and part type. Mitchell's ITR reaches more than 33,000 collision and casualty industry professionals and provides visibility into data-driven trends in the P&C market. The complete report is available at www.mitchell.com/industrytrends-report.

Chief® Introduces Chief University Training Voucher Program

Customers who purchase a Chief Goliath™ or Impulse - E/VHT™ frame rack; Vector™ or LaserLock™ computerized measuring system; or Chief MI-200T spot welder will receive a voucher good for two days of free training at any Chief University class.

recommended repair processes and the materials used to manufacture vehicles have changed substantially in the last few years, and technicians need training to keep up. Our new voucher program helps make additional training more affordable for our customers.”

Chief® introduces the Chief University Training Voucher Program: customers who purchase certain Chief frame racks, measuring systems or spot welders will receive a free voucher for two days of training at any Chief University training class

The voucher is valid for one year after equipment installation. “There’s not a body shop I go into these days where a repair technician doesn’t tell me how much he or she needs more training,” says Mickey Swartz, director of global product management for Chief. “This is indicative of how OEM-

Chief University offers training classes for technicians, estimators and insurance appraisers at locations across North America. A training voucher can be used for any Chief University course as follows: ▪ Two people can attend Aluminum Damage Analysis and Repair Technology

▪ One person can attend Design Based Repair, Computerized Measuring, Full Frame Analysis and Repair Planning, Unibody Analysis and Repair Planning, Advanced Frame Analysis or Advanced Steering/Suspension Analysis ▪ One technician can attend Structural Damage Analysis at the reduced price of $325.00

“The training voucher program was designed to enable a customer to easily choose the class that will be of greatest benefit to the shop or technician,” explains Swartz. “After equipment installation, the voucher containing a code number is issued to the shop. The shop owner, manager or technician can visit the Chief website to learn more about the classes, check the class schedule and register.” Chief training is certified by the National Institute for Automotive Service Excellence (ASE) for compliance with the Continuing Automotive Service Education (CASE) Standards. Most Chief University classes are approved for I-CAR credit hours through the ICAR Industry Training Alliance® program. For the most up-to-date schedule, course descriptions and to register, visit http://bit.ly/chieftraining.

Th The Carcoon A W Features: tttur The T Th he C Carcoon Ca C arcoon America arco Amer Am A America eriiica ca Workstation W Workstation orkk ork ksttati kst ati tiion io i nF Fe F ea e eat atures: a tu es: tures: es

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• Four Paint Arrest Filters (140+ square feet) and two Activated • Charcoal Filters ensure the air going back into the environment is clean and EPA compliant.

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• 13’x11’—Parts, pieces and motorcycles. • 30’x14’—Any full size vehicle. • 35’x16’x12’5” tall—As above but also Sprinter vans, small boats, and smaller RVs.

• 60’x16’x12’5” tall—Full size RVs, boats, large trucks, etc. Lighting: LLighting: Ligh ghtiing g:

• Four large clear windows provide ample lighting. • Additional stand lights can be placed outside the booth.

40 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

A Smart Solution. The The Carcoon Car arco co oon on America Am A meric rica Workstation Wo orksta atio on works work wo orks ks the the he same sam sa me and and just ju ust as effectively eff ffecctivvely as as a cross-flow ccrros rosss--fl flow flo fl w paint paiint booth. ootth The Th T he Carcoon Ca C Carrco oon America oo Am me erricca Workstation Work W Work kstation kst ation n is is EPA E A Certified. Cer fi C fie ed Ideal Ideall for fo or the the busy bus b sy body b dy bod dy shop-mobile sh p-m mob bile technician/smaller techn tech hn nician/smaller nici ian n/sma aller shop sh hop ho p with w th limited lim l mited facilities. fa facil cilliti ities. es

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 41

H ONDA C ONN ECT I CUT

Lia Honda of Enfield E nf ield

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

Schaller Honda New Britain

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

Criswell Honda Ger m an t ow n

866-738-2886 Dept. Hours: M-Thu 7-9; Fri 7-7:30; Sat 8-6 hondaparts@criswellauto.com

Oâ&#x20AC;&#x2122;Donnell Honda E llicot t City

410-461-5000 410-461-9654 Dept. Hours: M-F 8-6; Sat 8-5 bshortt@odonnellhonda.com

Ourisman Honda of Laurel Lau rel

800-288-6985 301-498-6050 Dept. Hours: M-F 7:30-7; Sat 7-4 ron.malitz@ourismanautomotive.com

AC URA M ARY L AND

Tischer Acura Lau rel

800-288-6983 301-498-3322 Dept. Hours: M-F 7-6; Sat 8-4 wholesaleparts@tischerauto.com M ASSA CHU SETT 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 J ERS EY

Acura Turnersville Tu r ners v ille

888-883-2884 856-516-6060 Dept. Hours: M-F 8-5; Sat 8-4 kristen.powell@penskeautomotive.com 42 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Please contact these dealers for your Honda or Acura Genuine parts needs. MA S SAC H U S ET TS

NE W J ERSE Y

N EW YOR K

P EN N SY LVA NI A

LIA Honda Northampton

Rossi Honda

Dick Ide Honda

Apple Honda

N or th am p t on

V i ne l a nd

Ro che s te r

York

800-369-7889 413-586-6043

800-893-3030 856-692-4449

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

800-960-9041 717-848-2600

Dept. Hours: M-F 7:30-5:30; Sat 8-4 dstanisewski@liacars.com

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

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

Dept. Hours: M-F 7-6; Sat 7-4; Sun 10-4 applehondaparts@appleauto1.com

NE W J E R S E Y

Clinton Honda An n a n d ale

Route 22 Honda H i l l si de

Lamacchia Honda

973-705-9100

S yra c use

315-471-7278

908-735-0900

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

Dept. Hours: M,Tue, F 7-6; W, Thu 7-7; Sat 7-4 chrish@clintonhonda.com

N o rt h P l a i n fi e ld

Lia Honda of Albany

908-753-1680

A lba n y

Honda of Turnersville Tu r n er sv ill e

800-883-0002 856-649-1584

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

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

800-468-2090 412-390-2908

Wes t B a by lo n

Lia Honda of Williamsville W il l ia msv il le / Buffa l o

We st N e w Yor k

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

877-659-2672 716-632-3800

Brewster Honda

Dept. Hours: M-Thu 7:30-8; Fri 7:30-5; Sat 8-5:30 liaparts@liacars.com

Ma d iso n

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

We s t Se ne c a

Pit ts b urgh

Dept. Hours: M-F 7:30-5 shadysidehondaparts@hotmail.com

Sussman Honda Ros ly n

800-682-2914 215-657-3301 Dept. Hours: M-F 8-5; Sat 8-1 rendrick@sussmanauto.com

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

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

NE W J E R S E Y

Ray Laks Honda 716-824-7852

800-648-0293 973-822-1710

Mont g omer yv ille

215-855-3587

Shadyside Honda

631-669-5800

Madison Honda

J.L. Freed Honda

Dept. Hours: M, T, W, F 7:30-5:30; Thur 7:30-8; Sat 8-5 apersaud@liacars.com

Hudson Honda

B re w s t e r

724-940-2006 Dept. Hours: M-F 8-5; Sat 8-4 johnryan@baierl.com

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

Babylon Honda

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

Wex f ord

800-272-6741 518-482-2598

Dept. Hours: M-F 8-6; Sat 8-4 sbaptist@penskeautomotive.com

866-483-6917 201-868-9500

Baierl Honda

NE W YO RK

PEN NS YLVANIA

PEN NSY LVAN IA

Elite Acura

Curry Acura

Apple Acura

Ma p le Sh ad e

S c ar s da l e

Yo r k

E mm aus

856-722-9600

800-725-2877 914-472-7406

877-5APPLE5 717-849-6639

877-860-3954 610-967-6500

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

Dept. Hours: M-F 7-5:30; Sat 7-3 parts@appleacura.com

Dept. Hours: M-F 7-5; Sat 8-5 mustafa@vinart.com

Paragon Acura

Baierl Acura

Sussman Acura

Woo d s i d e

Wexfo rd

Jen kint own

718-507-3990

800-246-7457 724-935-0800

800-826-4078 215-884-6285

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

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

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 NE W Y O R K

Acura of Westchester We st ch est er

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

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

Smithtown Acura St. James

888-832-8220 631-366-4114 Dept. Hours: M-F 7:30-5:30; Sat 8-4 parts@smithtownacura.com

Lehigh Valley Acura

Davis Acura L a ngho r ne

866-50-ACURA 215-943-7000 Dept. Hours: M-F 7-7; Sat 8-4 markh@davisacura.com

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 43

Shop Strategies with Stacey Phillips

Stacey Phillips is the assistant editor at Autobody News magazine. She has more than 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.

Hard Work, Dedication and a Passion for Collision Repair Help Female Student in SkillsUSA Contest A few years ago, Alicia Grauberger spent the summer working at her father’s body shop in Colorado, Tim’s Paint and Body. She said it was such a rewarding experience that she decided to get involved in the collision repair industry. “I instantly fell in love with making vehicles look as beautiful as they once did either before a wreck or after years of wear and tear,” said Alicia. In December 2015, the high school senior began working at Concept Auto Body in Fort Morgan, Colorado. While there, she trained for the SkillsUSA competition, held in Louisville, Kentucky, in June.

Community College in northeastern Colorado, where she learned collision repair skills such as welding, basic structural knowledge, dent repair, priming and painting. She graduated this year with a certificate in collision repair. Her father and instructor, Tim,

been an amazing experience,” said Alicia. “My dad pushes me to be better with my skills and helped mold my work ethic. “He gives the necessary assistance, while knowing when to let me (and his other students) obtain quality

has worked there for 28 of the 30 years he has taught collision repair. “Both as a dad and her instructor I could not have been prouder of her performance, because it is not just what she did but how hard she was willing to work for it and that is what winners are made of,” said Tim. “She will win at whatever she sets her mind Alicia Grauberger will be attending Northto. eastern Junior College in the fall and work “Her skills in frame repair analytoward earning a business degree sis as a high school student are the This was the second year Alicia best I’ve had in all my years teachtook part in the event. Last year, she ing,” said Tim. “She definitely is one placed first in the regional competition the hardest workers I have ever had in and earned a second-place award durmy classes.” ing the state contest. This year, she Alicia’s main responsibilities came in first at both the regional and while working at Concept Auto Body state levels. SkillsUSA consists of metal included tearing down cars through repair, plastic repair, estimatthe blue print process and ing, a written test, structural some light body work. analysis, parts identification, Shawn Rigli, one of the lead and welding. technicians in the shop and “When I placed fourth also a graduate of Morgan in the nation, I was extremely Community College, helped disappointed in myself,” said Alicia prepare for the contest Alicia. “I know looking back and learn how to use a frame High school at the contest there were measuring system. “I think it graduate Alicia things I could have done betreally helped her,” said ReaGrauberger ter, but I will use the experigan. “She was actually very competed in ence to work harder for my hands-on, worked on a lot of the SkillsUSA competition held next chance.” different cars and I think it in Louisville, KY, “I thought it was awehelped her with her estimatin June some that she came in fourth,” ing.” said Tom Reagan, the owner of Con“In my preparation for Skillcept Auto Body. “Alicia is really an ex- sUSA, I studied long hours out of the ception to any student I have ever textbook on suspension and structural worked with before. You don’t see a analysis, as this is part of our gradulot of women in this field but she was ate-level curriculum,” she said. She just really great to work with.” also practiced welding and fixed a few Two years ago as a high school fenders with her dad by her side. junior, Alicia enrolled in Morgan “Taking classes from my dad has

results through struggling. This gives you the ability to solve your problems when out in the work field. All in all, I never felt like I was treated differently from his other students.” Working on a variety of vehicles from big pick-ups to small cars, Alicia said her favorite part of the job is the accomplished feeling of watching

“I enjoy estimating; however, as long as I can swing a hammer and sand some filler, I want to be in the back of the shop working on the cars,” — Alicia Grauberger

44 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

a vehicle enter the shop wrecked and then watching it leave as if there never was a wreck. “Additionally, I love the amazing environment upheld at Concept Auto Body and the great people who make up that genuine atmosphere,” said Alicia. Her most memorable project so far is restoring her own vehicle at Morgan Community College—a 1976 Mustang II Cobra. “I learned a ton of skills on this car from working with rust and putting a quarter panel on to priming/blocking and painting,” she said. In the fall, Alicia will attend Northeastern Junior College and work toward earning a business degree while also playing softball as a catcher. Once she completes her degree, she plans to return to Morgan Community College to finish the collision repair graduate level program. See Female Student, Page 46

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 45

Continued from Page 44

Female Student

“I believe that the business degree will help me move into an estimating position if I ever desire to do so,” said Alicia. “I enjoy estimating; however, as long as I can swing a hammer and sand some filler, I want to be in the back of the shop working on the cars. I hope to have a long career in the collision repair industry.” Alicia said she is very grateful to the owners of Concept Auto Body— Tom and his wife Sheila—for all of their support. “I think a lot of the time people overlook the help others have given them to get to a certain point in life,” she said. “My bosses at Concept Auto Body took a chance on me.” She is also appreciative of the support she received from all of the people who have helped her learn about the industry and prepare for the SkillsUSA competition. “Most importantly, my family has given me the motivation, support, and background for a good work ethic that cannot be matched,” said Alicia.

Toyota On Scanning for Electrical System Faults Toyota has released the following statement regarding scanning for electrical system faults: Toyota, Lexus and Scion onboard vehicle electrical systems are designed to control and communicate with engine, drivetrain, body electrical, navigation, audio, handling and safety systems. In the event of a collision, electronic control modules, actua-

DTCs (Diagnostic Trouble Codes) if a fault is detected. Not all DTCs illuminate a MIL (Malfunction Indicator Light). Toyota’s “Techstream” and “Techstream Lite”* scan tool and

has sustained damage as a result of a collision that may affect electrical systems. Additionally, Toyota strongly recommends that repairers perform a “Health Check” diagnostic scan before and after every repair to identify and document DTCs. If DTCs are identified pre-repair, then they can be considered to create a complete vehicle damage analysis report. If DTCs are identified post-repair, then they can be diagnosed and addressed before returning a vehicle to the customer. * Call Toyota Approved Dealer Equipment at (800) 3686787 for information, availability and pricing.

tors, sensors, or wiring can be damaged. Damage related to these systems may cause them to not perform properly during future operating conditions including subsequent collisions. These electrical systems are designed to set fault codes known as

46 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

software can retrieve and report all DTCs for all Toyota, Lexus, and Scion vehicles.** Considering the fact that a capable scan tool is the only way to identify some DTCs, Toyota requires that repairers perform a “Health Check” diagnostic scan if a vehicle

** Before using an aftermarket scan tool, check with the manufacturer to ensure that their equipment can retrieve History, Pending and Current DTCs as well as ‘Time Stamp’ their occurrence on all Toyota vehicles.

www.autobodynews.com C

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 47

Pokémon Go and Car Accidents by Barry P. Goldberg, A Professional Law Corporation

Chances are, you have heard of the new Pokémon Go phenomenon that is sweeping the nation. Pokémon Go is a game played on a smartphone that encourages people to walk around to collect 151 Pokémon and is based off the card game and hand-held Nintendo games of the 90’s. While a seemingly harmless game of augmented reality, Pokémon Go is turning into anything but. Indeed, the app—one of the most popular smartphone games of all time—is causing numerous car crashes and injuring innocent victims throughout the state and country. Here are a few times the game has actually contributed to real world accidents: ■ A man was driving while playing the game when he got distracted, drove off the road, and slammed into a tree. He was taken to a hospital with minor injuries. ■ A 15-year-old girl was hit by a car as she was walked onto a busy highway while paying attention to her phone instead of oncoming traffic. The girl suffered an injured collarbone and foot as well some bruising. ■ A man stopped his car in the middle of the highway, causing a multi-car pile up,

in an effort to catch Pikachu, one of the tiny fictional monsters. ■ A police body-camera recorded a man crashing into the back of a police car while playing the game. No officers were inside the vehicle at the time of the crash. No one was injured. These are just a few examples of the accidents caused by drivers distracted by Pokémon Go. If you or a loved one were injured by a driver or pedestrian who was playing the game, contact an experienced injury attorney to discuss your legal rights.

What is Pokémon Go? As noted above, Pokémon Go is an augmented reality game one can play on their smartphone. To quote pokemon.com, after downloading the application: “Get on your feet and step outside to find and catch wild Pokémon. Explore cities and towns around where you live and even around the globe to capture as many Pokémon as you can. As you move around, your smartphone will vibrate to let you know you’re near a Pokémon. Once you’ve encountered a Pokémon, take aim on your smartphone’s touch screen and throw a Poké Ball to catch it. Be careful when you try to catch it, or it might run away! Also look for PokéStops

located at interesting places, such as public art installations, historical markers, and monuments, where you can collect more Poké Balls and other items.” Unfortunately, the game does not take into consideration private property, busy highways, etc. and is putting many innocent individuals at risk when inattentive gamers attempt to drive and play the game.

Pokémon Go and Distracted Driving Distracted driving includes “any activity that could divert a person’s attention away from the primary task of driving. All distractions endanger driver, passenger, and bystander safety.” These types of distractions can include:

Texting Using a cell phone or smartphone Eating and drinking Talking to passengers Reading Watching a video Adjusting a radio, CD player, or MP3 player

And now it seems that we can add “playing Pokémon Go” to this list.

We would like to thank Barry Goldberg for reprint permission.

BASF Accepting Entries for 2nd Annual Glasurit Best Paint Award

Glasurit Automotive Refinishes will honor outstanding excellence in painting during the 2nd annual Glasurit Best Paint Award, judged and presented by the legendary Chip Foose during the SEMA show in Las Vegas on November 2. Vehicles must be on display at the 2016 SEMA show and must use Glasurit 22, 55 or 90 Line products including primer, color and clear to be considered. Foose will judge vehicles based on fit and finish, quality of preparation and final presentation. “We are proud to partner with world renowned designer Chip Foose to recognize the highest level of craftsmanship for vehicles restored with Glasurit,” said Shefali Cromer, Glasurit market segment manager. The first place winner will receive a Chip Foose-designed trophy, a personalized rendering autographed by Foose and a customized Glasurit Best Paint Award jacket. The awards will be presented at 9 a.m. on November 2nd at BASF booth #23067. For more information, visit http://www.basfrefinish.com.

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CARSTAR Appoints Sam Freeman as Vice President of Franchise Development

CARSTAR has announced the hiring of Sam Freeman as vice president of franchise development. Freeman enters this new role at CARSTAR

after serving as the director of franchise sales for one of CARSTAR’s sister brands under the parent company of Driven Brands, Inc. According to the company, as the director of franchise sales, Freeman drove significant growth assisting existing owners with additional centers, as well as adding new franchisees to the system. Transitioning into an elevated role with CARSTAR, Freeman is looking forward to supporting existing franchisees by identifying their potential for multi-center ownership, and will grow CARSTAR by uncovering new potential markets. To ease the process of CARSTAR’s conversion program that targets single-unit auto body shops, Freeman

will work closely with the real estate team to create a seamless platform for new and existing franchisees. “I’m thrilled to join CARSTAR, which has an outstanding method of converting independent shop owners and enhancing their profitability. The processes and synergy created by Dave Schaefers and Michael Macaluso among CARSTAR and the other automotive aftermarket franchise concepts at Driven Brands, is unmatched in our industry,” said Freeman. “CARSTAR is leading the charge in the consolidation that is occurring wi-thin the collision industry. Many independent auto shops often do not having a consistent and time-effective process in place; I’m looking forward to helping more of those businesses get off the ground and adding to our remarkable franchise system.” For more information, visit www .CARSTAR.com.

www.autobodynews.com CHECK IT OUT!

Car Care Professionals Network Releases Recommended Sales Contact and Communication Best Practices

The Car Care Professionals Network (CCPN), an Auto Care Association advisory committee of repair shop owners and managers, has released a recommended set of sales contact and communication best practices. The practices are recommended for

distributor and manufacturer sales personnel and manufacturers’ representatives, and detail what works best for repair shops when setting up appointments and maintaining communication. The concept for the best practices document developed from a forum of association member warehouse distributors, manufacturers, manufacturers’ representatives and CCPN. CCPN members noted that while they rely on their supplier sales personnel for information and support, these recommended practices could enhance the efficiency of their communications and meetings.

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The best practices were submitted and discussed by CCPN members, then reviewed and approved by the combined forum. The CCPN committee members are: Chuck Hartogh, C & M Auto Service, Glenview, IL, Chairman Dwayne Myers, Dynamic Automotive, Frederick, MD, Vice Chairman Brian Bowersock, West Escondido Automotive & Transmission, Escondido, CA Scott Brown, Cardinal Plaza Shell, Springfield, VA Rudy Epp, Rudy’s Auto Service Ltd., Winnipeg, Canada Andy Massoll, Curt’s Service, Oak Park, MI Brian Ponder, Ponder Auto Repair, Johnson City, TN Ron Smith, Smith’s Service Center of Madison, Inc., Madison, WI Ron Tinner, Sparks Tire & Auto, St. Charles, MO Rick Urso, Meineke Car Care Center, Oak Lawn, IL Wes Ward, Wes Ward Auto Repair, St. Johnsbury, VT To access a copy of the best practices, visit http://bit.ly/ccpnseries

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 49

Shop Strategies with Stacey Phillips

Improving Its Processes Every Day Helps Kansas Shop Stay Accountable to Customers In September, All Angles Collision Repair will celebrate its 11th anniversary. Established in 2005, the Wichitabased business originally started with one body shop and expanded to a second location in 2015. General manager Ken Hunnell said the company prides itself on excellent customer

(including F-150) in the Wichita metro area. The future of auto body repair is OEM certifications and it is a clear advantage for our customers to choose All Angles.

Congratulations on being voted Q: one of Wichita's best in auto body repair. Why do you think consumers choose your shop for this honor and what best practices do you employ in the shop?

We were voted best shop in 2011 and one of the favorites in 2013, 2014 All Angles Collision Repair’s new east location in Wichita, and 2015. (They didn’t have Kansas the auto body category in 2012.) There are no ballots sent out; service. All Angles employs I-CARinstead, it requires people to log in or certified technicians and has more than send in a ballot. We are blessed to 20 workstations to handle a large volhave a very loyal customer base and a ume of repairs. Autobody News talked great reputation for taking good care to Hunnell, who is a partner in the busiof people. ness with primary owner Steve Austin, about the award-winning company and what makes it successful. What is the primary area of Q: focus at All Angles and how was the shop named? Our focus is our customers— A: that includes internal customers (employees, insurance partners and

vendors) and external customers (insurance companies, vehicle owners and fleets). Unfortunately, I don’t have a great story about how the shop was named. A previous partner in the business wanted a name that started with an A for the alphabetical listings and came up with All Angles Collision Repair.

The east location’s paint prep stations and 30-foot paint booth

We are working on improving our processes every day. One thing that has helped us is holding ourselves to a higher standard for our customers—they trust us as professionals to fix what is likely their secondlargest investment. We owe it to them to do our best every time.

All Angles was officially certiQ: fied by Assured Performance What are some of the benein December 2015. What are the benQ: fits/challenges of running two efits of being an Assured Performance locations?

certified shop?

There are required tools, training and inspection from Assured Performance. We were the first independent shop in our market to be certified by GM, Fiat Chrysler, Nissan and Hyundai and currently the only non-dealer shop to be Ford certified

The biggest benefit is that it A: forced us to establish processes. Shortly after our east location opened, we “burned the ships” and sold out to lean production. It wasn’t easy, but we have a great team that worked their tails off to change the way we repaired cars. We will never go back to the old,

50 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

slow way of supplements and waiting. It’s hard to believe how inefficient we used to be, but that was normal and we had to get comfortable being uncomfortable with change and improving. Staffing has been a challenge, but we now have a process that is bettersuited for our new team members to succeed. This has also led us to improve our hiring process, and we are now getting and keeping better candidates. Every challenge and obstacle we have faced has only made us better. We are fortunate to have great teammates and positive momentum.

Is there anything else you would Q: like to share with readers about the industry and your shop?

This is a great industry and we have the best team around. Our A: team has the courage to challenge

business as usual and look for a better

way to improve our service for our customers. We are focused on breaking down the communication walls that slow most shops down. We won’t

The open lay out of the east location allows for more flexibility in the shop

accept mediocrity because it isn’t good enough for our customers. For more information about All Angles Collision Repair, call (316) 267-7491 or (316) 201-4300. If you know of a shop that would like to be profiled, email Stacey Phillips at sphillips.autobodynews@ gmail.com.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 51

3rd YANG AAPEX Program

The Young Auto Care Network Group (YANG) of the Auto Care Association is hosting the third annual YANG@AAPEX Program during the Automotive Aftermarket Products Expo (AAPEX) on Wednesday, November 2 in Las Vegas, NV. Attendance is free and open to all professionals in the auto care industry under the age of 40. The program will include the YANG Town Hall, featuring “Your Career—Take Control, Move on Up Now” presented by professional coach Dana Manciagli from 3:45 p.m. - 4:45 p.m. at The Venetian Hotel, Marco Polo Room 706. Directly following, attendees are invited to attend the YANG-sponsored networking happy hour from 5 p.m. - 6:30 p.m. at LAVO in The Palazzo. Professional headshots free of charge are available to attendees on Wednesday, Nov. 2 from 10:30 a.m. - 3:30 p.m. in the Auto Care Association Member Center, Rooms 201203 in the Sands Expo Center. Membership is free and open to ACA members and non-members. For more information, visit www.auto care.org/yang or contact Courtney Hammer at 240-333-1067 or courtney.hammer@autocare.org.

National Auto Body Council Opens Nominations for 2017 Board of Directors

The National Auto Body Council (NABC) has announced that it is now accepting nominations for seven open seats for its 2017 Board of Directors. The deadline to submit nominations is Friday, September 2.

Current NABC Board members whose terms are ending this year that may also seek re-election include: Craig Camacho, the Designated Representative for Silver member, 3D Auto Body & Collision Centers

Elizabeth Clark, the Designated Representative for Diamond member, State Farm

Board candidates may be selfnominated or an industry professional nominated by three members of the National Auto Body Council (NABC). To qualify, the nominee must be either an individual member of the NABC or the designated representative of a company member. NABC Board members are elected for threeyear terms. All nominations must be submitted in writing. The election will take place at NABC’s upcoming Annual Meeting in November at the SEMA Conference in Las Vegas. Per NABC Bylaws, proxy voting and nominations from the floor are not allowed.

52 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Bill Mayer, the Designated Representative for Diamond member, Insurance Auto Auctions

Anthony Natale, the Designated Representative for Diamond member, Dent Concepts Jeff Peevy, Individual Member

Renee Ricciotti, the Designated Representative for Diamond member, 3M Automotive Eric Showalter, the Designated Representative for Bronze member, Washburn Tech

“We welcome nominations from all

segments of the collision industry for leaders who are willing to invest the time and effort to help guide the organization in our ongoing efforts to promote community initiatives that exemplify the professionalism and integrity of the collision industry,” said Chuck Sulkala, NABC executive director. NABC initiatives include the successful and popular Recycled RidesTM program as well as other NABC community service programs including First Responder Emergency Extrication (FREETM), and the Distracted Driving initiative. Nominations for NABC board seats must be submitted in writing. Options include: ■ E-mail Info@NationalAutoBody Council.org or executive director Chuck Sulkala at chucksulkala@msn .com.

■ Fax NABC administrative office at (414) 768-8001

■ Mail to National Auto Body Council, 7044 S. 13th St, Oak Creek, WI 53154.

For more information, visit www. NationalAutoBodyCouncil.org.

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 53

Lean Operations

The Successful CEO

with David Luehr

In a business such as collision repair that is notoriously difficult to manage, a successful leader must have a firm grasp on their time management. With so many distractions every day, a laser focus on completing important tasks that will move the company in the right direction is critical. In the collision repair business, the daily responsibilities of the CEO or business leader can vary greatly depending on the size of the organization, but there are several responsibilities that should always be a constant for a CEO regardless of the size of the company. Proper delegation is also a part of life for successful CEOs, but these four constants should never be delegated.

The Four Constant Responsibilities of Great CEOs 1. Building the executive team – The CEO is responsible for building his executive team with the right people that will support the company vision. The team may be responsible for hiring and firing, but it is the CEOs job to build the leadership team and to give them all the support they need to be successful.

2. Sharing the vision – All successful companies have a leader that carries the flag and leads his team towards a future vision of the company. All cultures begin by understanding why the company exists and where they are

going. A great CEO will paint this picture for the entire organization by talking about the vision every day.

3. Strategy – It may be up to the team to make decisions on the day to day tactics used to carry out a long term strategy, but it is the responsibility of the CEO to create high-level strategies that will support the company vision and values.

4. Company culture – The thing about culture is that every company has one either good or bad. The hard truth is that the culture is a direct reflection of the attitude and characteristics of the CEO. If you as a leader are unhappy with the culture at your business, take a look in the mirror to reveal the problem!

4 Character Traits of Great CEOs 1. Empathy – The best CEOs genuinely care about their people and seeks to understand them.

2. Ethical integrity – The best CEOs act in accordance with the company values no matter how difficult it may become. A great leader never compromises the trust of the entire organization by acting any differently than the leader would expect of his team.

3. Curiosity – Leaders that are naturally curious tend to always be look-

CIECA Hosts 8th Annual Symposium Sept 12-14

The CIECA (Collision Industry Electronic Commerce Association) will host their Annual Symposium, “Magic Happens when Companies Connect,” on September 12-14, 2016 in Indianapolis, IN. 2016 marks the 8th consecutive year of successful implementation conferences.

The 2015 conference received an overall rating of 4.46 out of 5 based on an exit survey of the participants. It was the highest rating of all conferences to date. The event will be held at the Hyatt Regency Indianapolis at One South Capital. To register, visit www.cieca.com.

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David Luehr is the owner of Elite Body Shop Solutions, LLC, a collision business consulting firm based in Nashville, Tennessee. He is a 30 year veteran of the collision repair industry. David is an expert in Body Shop Operations and specializes in Lean, and Theory of Constraints methods. Email him at dluehr@msn.com

ltedesco@autobodynews.com

54 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

ing for things they can use to gain a competitive advantage. Whether it is a new piece of equipment, technical technique, or influence skill, A great CEO is always on the lookout and eager to learn new things.

4. Competitive drive – While some CEOs you meet may not always show an outward competitive nature, inside there is almost always a fire burning to dominate! Most successful CEOs are highly competitive and want to win.

“A leader without a title is better than a title without the ability to lead” —Simon Sinek

Leadership is a Learned Skill While there are certain characteristics that may come natural to some leaders, many of the skills required and even the character traits can be learned, practiced, and mastered. Even

those that are not in the position of CEO can become a great leader. Leadership is a lot more than a title! In fact, most of what I learned about leadership was from jobs where noone reported directly to me. I had to learn influence skills that would create positive change without being anyone’s boss. The best leaders, and CEOs understand this and do not rely solely on their position as the boss to get people to perform. While learning a lot on the job, much of what I have learned and teach today is what I learned from reading books. My philosophy is to learn as much as I possibly can from reading books and then experiment with the knowledge in the business and on the shop floor. Anyone that is interested in learning more about obtaining leadership skills or if you would simply like some book recommendations, I would love to hear from you…

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Tips for Busy Body Shops How to Engage Millennials in Your Workplace with Stacey Phillips

As baby boomers in this industry refrom hiring millennials in your collitire, body shops are depending more sion repair shop. Instead, he recomand more on Generation X and Milmends getting to know and understand lennials. Millennials, also known as this generation because they are the “Generation Y” or “Gen Me,” include employees of the future. anyone born after 1980. They now As the first generation with commake up the majority of the population puter and iPads, millennials were raised and the workforce. That means more very differently than Baby Boomers. than 80 million Americans. “They view the world through a digital During the NACE CARS Expo & lens,” said Claypool. “Their attention Conference, Mark Claypool is fragmented between their discussed how to attract and phones, tablets and wearable retain this new generation of devices.” employees. He said that perceived corClaypool, the owner of porate greed or being in business just for profit doesn’t Optima Automotive, said there are certain negative connotaappeal to this age group. Many tions often associated with watched their parents and othMark Claypool millennials; however, accorders work hard, and then lose ing to a Time Magazine article from everything through bankruptcy and foreMay 2013, they are also known to be closures. “Work is not life to them,” said open-minded, exude confidence and are Claypool. “Why would Millennials open to new ideas. want to follow in those footsteps?” His advice to attendees was not As a result, he stressed the importo let the stereotypes steer you away tance of looking at ways to engage Mil-

lennials. “You cannot approach employees the same way as you always have,” said Claypool. “They don’t view business the same way you likely do.” Claypool said there are certain characteristics Millennials are known to have such as preferring to work in teams, enjoying a challenge and a work-life balance. They seem to look at work as a place to go and earn a living, but prefer not to work extra hours. They might even try to dictate the days and times they work. Here are some recommendations Claypool offered on how to attract and retain Millennials:

1) Provide frequent feedback Let them know what they are doing well and play close attention to how you express what they need improvement on. “Millennials, who have played thousands of hours of video games, always know their health status during the

game,” said Claypool. Rather than an annual review, millennials prefer praise when it is earned and constant feedback, so they always know where they stand.

2) Explain why Millennials like to understand why and how tasks are done. Compile a checklist of things that need to get accomplished and then empower them to get the job done!

3) Match with a mentor Find a mentor who can train millennials. Consider pairing more than one millennial with a mentor, which is often found to be effective.

4) Offer a career path Similar to a video game, millennials are known to enjoy moving up from one level to the next. Give them opportunities to take on a leadership role while they continue to learn and develop their skills.

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5) Share your mission According to industry reports, 90 percent want to use their skills and talents to better an organization. Talk to millennials about your vision and how your business helps the lives of others.

6) Make health and safety a priority Consider offering flexible work hours each week for your employees. Set up in-house gym equipment and a variety of games, such as a ping pong table, for break times. “More frequent breaks will make more productive Millennials,” said Claypool.

7) Incorporate community outreach Claypool said 75 percent feel it is either fairly or very important that a business gives back to their commuContinued from Page 30

CIC Focus on Scans

a minimum standard for us, and the industry may or may not like it,” Stabler said. “And we may end up with multiple standards. I think we really missed an opportunity on that.”

nity in some way. Set up an ongoing company-wide community outreach campaign and ask Millennials to help identify causes and plan activities. Consider offering them paid volunteer days to reward them for their dedication. By taking the time to learn about Millennials, it will help your collision repair shop become more productive and profitable. “Millennials are taking over,” said Claypool. It’s up to you to make this transition smooth.” In closing, he asked attendees: “Are you up to the challenge? If not, someone else will be.”

For more information, contact Mark Claypool at 888-225-6968, ext 3 or mclaypool@optimaautomotive.com.

John Yoswick, a freelance writer based in Portland, Oregon, who has been writing about the automotive industry since 1988, is also the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www .CrashNetwork.com). He can be contacted by email at jyoswick@ SpiritOne.com.

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“Counting Cars” Renewed for 6th Season on ‘History’

Matrix® Automotive Finishes, a brand of Valspar Automotive, is the official automotive paint brand for the sixth straight season of “Counting Cars,” History’s reality TV series that profiles the transformation of run-down beaters into custom hot rods. Matrix products are used in creating all the masterpieces that exit Danny “The Count” Koker’s custom refinish shop in Las Vegas on every episode. “Our history with Count’s Kustoms goes way back … long before they were famous,” says Laura Yerkey, Valspar Automotive director of marketing in the Americas. “Danny’s shop and specialty painter, Ryan Evans, have been using Matrix for more than a decade. They’re genuinely loyal to the brand and continually create world-renown paint jobs with Matrix. There’s truly no greater testament to the product’s capabilities and proven performance.” Season 6 of Counting Cars marks another strong year for Matrix on and off the air, Yerkey says, with continued product innovation and an upcoming campaign that recognizes the industry’s best with a spray gun — Evans included. Evans was instrumental in bringing Matrix to the shop five seasons ago. “I’ve used just about every

manufacturer’s paint,” says Evans. “Sixteen years ago, at Count’s Kustoms, we were lost. We didn’t know who to use. We used this company’s base, that company’s primer, and another company’s clear. Nobody wants to do that. Everybody really wants to work with one system because they’re all made to go with each other.” Evans became a believer in Matrix as he was introduced to the product lineup, starting with clearcoats. “As time went on,” Evans recalls, “they started bringing me basecoats and again knocked it out of the park. Their sealers, same thing. This was starting to really build into a solid system from bare metal up. Then I saw their custom colors and was blown away. Matrix literally can you make anything you want…candies, pearls, multi-layer tri-stages. Finally, I found that complete system that covers everything, and that’s Matrix.” Meet Evans and the rest of the Counting Cars cast at the Valspar Automotive Booth, No. 10851 at SEMA November 1-4, 2016, and see the team’s feature Matrix car. The new season of Counting Cars kicked off July 5. Catch new episodes every Tuesday on History™ at 9/8c.

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Tips for Busy Body Shops

How to Choose a DRP Partner and Maintain a Successful Working Relationship with Stacey Phillips

Are you currently part of a DRP or conespecially the DRP page. It is also sidering participating in one? During helpful to research if they are a mutual the NACE CARS Expo & Conference, or stock company and whether they Mike Cassata talked to attendees are rated by BBB, A.M. Best or about how to get the most out of a DRP Ward’s 50. Another tip—always use relationship. the carriers’ program name, rather Cassata is the owner of Hammer than referring to them as a DRP. AtInsights, a company that specializes in tend industry and association events to consulting services for collision repair network and find out about DRP profacilities, independent appraisers, in- grams. Many DRP managers come to surance carriers and allied businesses. these events and are there to answer Based on his experience in the in- your questions. dustry and as a prior DRP manager, Cassata shared information during his 2) Ensure your shop is ready—what presentation about what he has seen DRP partners are looking for that has and hasn’t worked over the Some DRP carriers have a long list of years. requirements, while others do He stressed the impornot. Cassata said that better tance of choosing the right carriers want to partner with partner, depending on what shops that utilize good equipthe insurance carrier is lookment and embrace training so ing for as well as what is best a well-equipped shop should for your body shop. “Consider be staffed with trained, certiMike Cassata, all of your options—not every fied technicians. Some of the owner of carrier is a good fit for your technical training and certifiHammer Insights business,” said Cassata. cations a shop can consider include I-CAR gold status, OEM colHere are some of his recommendations: lision certifications, welding, and environmental and safety training. “Update your equipment because it is necessary 1) Research carriers carefully Do your homework! Learn as much as to provide a quality repair, not because possible about the carriers you are it is required by a DRP program,” said considering and review their website, Cassata.

3) Carefully consider the agreement When you decide to participate in a DRP partnership with a certain carrier, complete the application in a timely manner. Read it over more than once and don’t hesitate to ask the DRP manager questions if something is unclear. “Do not accept a verbal commitment or waiver from a local or national representative,” said Cassata. He also recommended getting everything that was discussed in writing.

4) Be committed to working with your DRP partner After the paperwork is finished, make a firm commitment. “If your attitude is that they are a necessary evil and you really dislike them, you will not thrive in this environment,” said Cassata. “There are certain carriers who are great to work with and others not so much. No different than body shops, there are varying degrees of integrity with insurance companies as

well as shops.” Talking to your staff about the partnership can be helpful as well.

5) Photo and file documentation —follow the carrier’s requirements Cassata talked about the importance of following each carrier’s guidelines. Keep a chronological record of all activity, which is especially helpful if the information is needed for court. Photos should clearly depict the damage. Cassata recommended using the three Cs—be clear, concise and complete. “All written documentation should be properly punctuated and clearly describe the situation,” he said. “Remember, you are writing an appraisal of the claim, not just a repair estimate.” There are many considerations when it comes to choosing a DRP partner. The bottom line: pick your partners wisely. For more information, contact Mike Cassata at 585-794-0914 or hammerinsights@outlook.com.

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Auto Care Association Completes Rebranding Its Segment Communities

The Auto Care Association has completed the final phase of its internal rebranding initiative with the alignment, redesign, and in some cases, renaming of its segment communities. As a result, the 11 distinct communities that represent various segments and professional groups in the industry operating under the association umbrella portray a unified and consistent appearance that reinforces the association’s overall rebranding. “Our segment communities provide the framework that supports the association – the mothership,” said Bill Hanvey, president and CEO, Auto Care Association. “Now, each of these communities displays a brand aesthetic and cohesion that offers a clear visual connection between the association and all segment communities.”

In 2014, the Automotive Aftermarket Industry Association changed its name to the Auto Care Association. Building on the success and widespread acceptance of the rebranding initiative, each segment community has undergone an evaluation of its value proposition, name, logo and tagline to collectively align their respective relationships with one another and with the association. “During the research phase of the rebranding process, we learned that the inconsistency in names, logos, fonts, colors and taglines, and lack of connection to the Auto Care Association was confusing and obscured the size and scope of our industry, thus presenting a roadblock to raising the profile among stakeholders, for both the industry and the association that represents it,” said Hanvey.

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I-CAR® Launches Vehicle and Technology Specific Training™

I-CAR , the Inter-Industry Conference on Auto Collision Repair, has announced the launch of its Vehicle and Technology Specific Training™ product line that conveys OEM-specific, model-specific and technology-specific knowledge designed to help the colli®

sion repair industry facilitate complete, safe and quality repairs on today’s increasingly complex vehicles. The current product lineup includes 26 of I-CAR’s courses, classified into either vehicle or technology-specific training categories. The new product line sets the stage for further development of the portfolio, with new courses already in development. According to I-CAR, this product line was developed with industry input in mind. “The industry has demonstrated that it seeks more vehicle and technology-specific collision repair information in order to keep upto-date on the increased usage of new materials on vehicles as well as the nuances of the 100+ new or redesigned vehicles introduced each year. The industry has demonstrated this demand,”

a statement from the company read. “You need both fundamental and vehicle-specific training to facilitate quality repairs,” said John Van Alstyne, I-CAR CEO and president. “ICAR’s training portfolio, which now includes over 200 courses, works synergistically to deliver the breadth and level of knowledge required to repair today’s vehicles, especially when combined with OEM repair procedures and I-CAR’s Repairability Technical Support information services.” I-CAR’s Vehicle and Technology Specific Training aims to give collision repair professionals access to vehiclespecific information that they may not otherwise have had access to. According to Van Alstyne, “Not all OEMs deliver vehicle-specific training themselves, and when they do, it’s often for the benefit of their own repair networks. I-CAR’s platform and distribution channels allow us to deliver vehicle-specific training to a broad audience, making this information broadly accessible to the industry.” In support of the launch of Vehicle and Technology Specific Training, I-CAR is offering a limited-time promotion on Honda/Acura courses. For more information, visit https://www .i-car.com/.

Acura of Westchester

Glassware Fundraiser to Benefit NABC

An online fundraiser raises a glass to the National Auto Body Council (NABC) courtesy of B-Cycled Bottles, which is offering 50% of proceeds from sales of its unique cocktail glass-

ware to help fund NABC community service programs.

The glasses are made from recycled Grey Goose vodka bottles and retail for $40 for a set of two glasses on eBay. Proceeds from the fundraiser

will help the National Auto Body Council further its mission to promote the professionalism and integrity of collision industry professionals. “This is a unique, fun and practical way folks can support NABC’s community service programs,” said Chuck Sulkala, NABC executive director. “The recycled component of the product dovetails with our signature Recycled Rides™ program, which provides vehicles and transportation to individuals in need. We appreciate B-Cycled Bottles’ support to bring our community service initiatives to as many communities across the country as possible.” For more information, contact Brandon Eckenrode at: Brandon .Eckenrode@ed-foundation.org.

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Continued from Cover

CDI’s Dave Jones

the work he has done on behalf of all three stakeholders in the collision industry in California. “My goal is to strike a balance between the interests of consumers, insurance companies and repair shops,” he said. “This is a very interesting system where each one needs the other. Consumers need insurance, insurers need repair shops and repair shops need insurers, so there’s a relationship between everyone involved in the system.” One of the first things the commissioner addressed was how his department has dealt with the ongoing debate of OE vs. aftermarket parts. “My department and stakeholders in the repair industry and representatives of the insurance profession are working together to update and improve the department’s fair claims settlement and practice regulations regarding the standards for repair and use of aftermarket parts,” Jones said. “Those of you operating in California know there’s a set of regulations issued by the department called the fair claims and settlement practice regulations that address insurance company standards for estimating repair costs and for the use of aftermarket parts. I received a lot of input initially from consumers, collision repair shops, consumer advocacy safety groups and insurers with regard to issues in the area of repair standards and aftermarket parts. So this led me to conclude that we needed to update and clarify those regulations to make sure that they were compliant with the original intent and to make sure that consumers would be protected from inferior repair standards and potentially defective aftermarket parts.” In 2011, the DOI held a public workshop on repair standards and aftermarket parts in addition to several public hearings. They then submitted the final regulations to the Office of Administrative Law in 2012 and it became effective in 2013, according to Jones. These regulations clarify that an insurer must use reasonable repair standards as the basis for estimating repair costs and that insurers must properly itemize and support adjustments made to the adjustments. In addition, those regulations enhanced and clarified and insurer’s obligation when it ceased to use non-OEM parts, Jones outlined. “So we received a lot of testimony about non-compliant aftermarket parts

such as bumper reinforcements, hood latches and other safety-related parts being required by insurers. We also became aware of the costs bore by consumers and by shops especially with installing a part that does not fit properly or work properly and doesn’t oth-

surer to use the standard methodology the survey and that there be a reasonin the regulation. But if the insurer conable sample size so that there’s no seducts a labor rate survey that differs lection bias.” from the methods and standards set in By using a geo-coding system, the the regulation and can support these DOI believes they can get more accumethods, the insurer can use a different rate survey results overall. “Our regusurvey methodology. But the burden is lation defines the geographic area on them to demonstrate that it closest to the particular shop where the is a clear result and a fair and labor rate survey is being used by the equitable settlement of the insurer and we use a geo-coding meclaim. So that’s the construct thod to figure out where those shops of the regulation.” are. And so all that’s laid out in the regA more specific and reulation. We’ve actually geo-coded all gional sampling of shops for of the shops in the state with a unique labor rate surveys is also a identifier to make sure that the closest dilemma Jones and his desix shops are randomly selected for partment is dealing with, he labor rate surveys being done for the said. “We encountered the shops in that particular area.” fact that surveys included too Jones then delved into the subject California Insurance Commissioner Dave Jones (left) and few shops. We saw surveys of steering, a problem that some body Dave Marsh, owner of Fountain Valley Bodyworks, meet that were produced by insurshops have said is worse now than briefly prior to Jones’s presentation at NACE 2016. ers that only surveyed a few ever. “We’re addressing in the new set erwise meet the repair standards. Our shops in each geographic area and we of regulations the issue of alleged steernew regulation clarified the insurer’s also found that there were cases where ing. The current law insurance code obligation when related to the use of an the shops weren’t being randomly seprohibits insurers from requiring autoaftermarket part and what steps it has lected. It would appear that there was mobiles to be repaired in specific repair to take when it identifies a non-comsome deliberate cherry picking of cershop and prohibits them from suggestpliant, non-working aftermarket part. tain shops in order to input their labor ing or recommending a repair shop un“So there was a lot of angst about costs in the survey and leaving out cerless certain conditions are met,” he this regulation in certain quarters,” tain other shops. So our proposed regexplained. “So what we’re seeing in Jones said. “But since it became efulation would require that all shops the market is that consumers whose fective three years ago, we’ve seen within a defined area be included in See CDI’s Dave Jones, Page 72 complaints on these issues decline dramatically. But we’ve instructed our YOU ONLY GET ONE CHANCE AT THE FIRST REPAIR. compliance team to be vigilant, and if you have complaints in this area, then Choose Original MINI Parts. we would urge you to get them to us. Because you can’t repair We’ll continue to investigate any comyour reputation. plaints in this area, but the good news is, I think the regulations are working.” Jones then started addressing the authenticity of labor rate surveys, a hot topic that literally every collision repairer in California is interested in. “One of the things that we’re concerned about These Dealers Below Are Original MINI Parts Distributors: at the department is the evidence that the labor rate surveys that have been submitted to us and used by insurers to pay the insurance claims are producing inNew Jersey Maryland consistent, inaccurate and unreliable reMINI of Mount Laurel MINI of Baltimore sults,” he said. “What this then leads to Mt. Laurel Towson is consumers having to pay out of 855-465-6267 Ext. 6 pocket costs or small businesses like 855-578-9902 yours suffering financial harm by being (856) 813-4622 Fax (410) 363-7158 Fax deprived of their reasonably charged parts@minibaltimore.com M-F 7-5; Sat 8-12 rates by outdated or unreliable surveys. parts@MINIofMtLaurel.com MINIBALTIMORE.COM “Our regulation includes a standardized method for a labor rate survey, and if an insurer does follow these reasonable and common sense standard guidelines, the insurer will get a rebuttable presumption that the labor rate ©2016 MINI, a division of BMW of North America, LLC. The MINI name, model component of the claim paid by the innames and logo are registered trademarks. surer is fair and equitable,” Jones said. “So there is some real value to the in-

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Sales Manager for FinishMaster Once Painted Air Force One Air Base, Turkey, he explained. “When I was young airman, I Mike McKenzie has more than 23 was stationed at McChord Airforce years of experience working for sev- Base and I was one of five Airframe eral paint companies and currently he Repair and Corrosion Control Speis a Sales Manager for FinishMaster, cialists who were in charge of keeping overseeing New Jersey, New York and a squadron of C-130’s and C-141’s Connecticut. Today, he calls on body corrosion-free and looking good for the general in charge of the shops and supports a sales base.” staff, but his career began in Sometimes ingenuity the military, when McKenzie leads to opportunity. “One was painting airplanes for day as we were prepping the nine years while in the Air aircraft for deployment, I had Force. to repaint the tail of a C-130. Most notably, McKenzie, 55, was part of a crew Mike McKenzie is As I was painting the tail in different colors, I put a subtle that painted and maintained a Sales Manager for FinishMaster, duck design on the tail. The the exterior of Airforce One overseeing New general in charge saw this from 1989 to 1993 during Jersey, New York and loved how it looked, bethe presidency of George and Connecticut cause anyone who looked at Bush. and has 23 years this plane could tell what part McKenzie’s nine-year of experience in the automotive of the world it came from.” stint in the Air Force had him paint industry That small duck graphic working on a wide range of different military aircraft before get- later helped McKenzie to eventually ting to paint Airforce One. These in- work on the “Big One.” “After a while, cluded refinish operations on T-37, this same general moved to a different T-38 training aircraft and F-5, F-111, base and requested me to oversee his F-16 fighter aircraft at Williams Air squadron. After a short time, he started Force Base, Chandler AZ and Incirlik sending me on special projects to inby Ed Attanasio

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spect aircraft and to refinish them according to mil specs. I worked on the B1 Bomber project as we applied special coatings so it was undetected during its missions.” Landing the assignment to work on Airforce wasn’t exactly a slam dunk. “When I was stationed at Incirlik, my commander put in for the assignment,” McKenzie said. “I had to go through an intense background check. They went back to my high school days and interviewed family and friends for hours to gain my top secret clearance.” McKenzie quickly became a team member of a select group that was highly skilled to do the job. “There were approximately five or six airman assigned to the squadron that had the clearance to work on the aircraft,” he said. “We all had to do our own prepping and painting on both of the two Airforce Ones in the fleet.” Most people think that there is only one Airforce One, but actually the president regularly flies in one of two customized Boeing 747-200B jets specifically designed for his use and identical to each other. Most of the work McKenzie and

the rest of his corrosion control crew performed on President Bush’s plane was called spot painting as they concentrated on specific sections of this six-story high plane. “We never had to repaint the entire aircraft and much of our time was spent maintaining it and inspecting it for corrosion and structural cracks or defects. There was a crew of 20-30 maintenance or crew chiefs that keep both aircraft and four smaller jets polished and clean all the time.” The security surrounding the planes was intense and incredibly thorough, McKenzie said. “The security was unbelievable—you had to go through two sets of gates where they would conduct a body check and then check the vehicle with a dog. Then once we were in there, we had to be escorted if we needed to do any work inside the aircraft.” To get the president back in the air, sometimes McKenzie and his crew worked on tight deadlines. “We painted the main part of the aircraft and the engines as well,” he said. “We had to bring fans into exhaust the overspray. When the engines came

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into our building for painting, the security was even more tight than usual, for obvious reasons. As we were prepping the engine, we had 2-3 guys in a security detail with the crew chief there. We had to prep, paint and get those engines back to the hangars in less than eight hours, so talk about a tight cycle time!” Did Airforce One get into any collisions during McKenzie’s five years on the job? “We never got into any fender benders, but we did have to repair the aircraft a few times when some of the crew chiefs drop tools or buffers on it. We also had to re-paint sections of the plane due to things like bird collisions, hail and other conditions that could cause major delamination, corrosion, stress cracks and other paint issues. After a long trip, we would have

to perform an in-depth inspection to find what needed to be repaired.” Did McKenzie ever get to meet President Bush during his time painting his plane? “Oh yes—several times. He was very appreciative of what we were doing and told us that every time I met the man.” In 1991, McKenzie was awarded an Commendations Medal and was Honorable Discharge from the Air Force. Looking back now, it was a great experience and he would not change it for the world. “I was able to work on a team that was one of the best in the world and I served a president, which is pretty special. I still love painting and do it all the time. When these young painters challenge me, I pick up that gun and show them I still have some skills.”

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Maryland

Assured Performance has announced that they have entered into an agreement with TenPoint Complete to provide special services and pricing to their Certified Repair Provider network. Through this alliance, Assured Performance Certified shops will be able to track their CSI performance and access, measure and manage all aspects of their collision repair business through a newly developed KPI

feature. The newly developed services delivered by TenPoint Complete also feature custom dashboards and electronic and phone-based CSI surveying. According to the company, this exclusive tool set will provide Collision Care Providers with an advanced approach to CSI that is also cost-effective. “Our alliance with Assured Performance demonstrates a collaborative effort that provides services to multiple stakeholders, including repairers, OEMs and other business partners,” said Robb Young, TenPoint

Massachusetts

Complete. “Repair businesses in the network now have access to the ‘Complete Solution,’ including custom dashboards and electronic and phone-based CSI surveying. This will enable decision makers the ability to positively impact customer satisfaction on a daily basis,” Young said. “This new business relationship with TenPoint Complete creates an ideal way for our OEM Certified Collision Care Providers to deliver, monitor and manage the best customer experience possible,” said Scott Biggs, CEO of Assured Performance. “Enabling our Certified Repair Providers to deliver an excep-tional customer experience consistently and cost-effectively is fundamental to our mission.” Aaron Clark, Assured Performance vice president of certification compliance and former MSO shop owner, commented, “This CSI solution provides a shop with exactly what they need to manage quality and compliance efficiently, with the added bonus that it represents the most costeffective solution, improving the overall business ROI.”

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For Your Collision Job Visit these Genuine Hyundai Parts Dealers www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 67

Mike’s Auto Body in Napa, CA, Celebrates Expansion and Gives Away 60th Vehicle by Ed Attanasio

Mike’s Auto Body recently completed an expansion of its Napa location and on August 9th, the company held a ribbon-cutting ceremony and a vehicle presentation as part of their Benevolence program. The ribbon-cutting was followed by a vehicle presentation to war veteran Cassidy Nolan, a 26-year-old Napa Valley Community College (NVC) student, who was recently honored in Sa-

The ribbon-cutting ceremony celebrated the expansion of the Napa store. From left to right: California Assemblyman Bill Dodd, Napa Mayor Jill Techel and Mike Rose, the owner of Mike’s Auto Body

cramento as the 2016 Veteran of the Year for the 4th Assembly District. This vehicle was provided by Hertz Rent A Car, which marks their third year of involvement in the program. This was the 60th vehicle that Mike’s Auto Body has given away as part of its 16-year-old Benevolence Program. Nolan was sponsored to receive a completely refurbished 2015 Chrysler 200 by the Pathway Home in Napa that provides veterans with educational, professional and clinical support designed to enhance their lives following military service. Eight technicians at Mike’s Auto Body also donated all of their time to refurbish the vehicle, under the direction of Brad Woodland, who manages the Napa location. Nolan and his wife Jillian and their two daughters are still processing the magnitude of the afternoon’s events, he said. “This is a phenomenal gift and we are extremely grateful. It will enable us to continue performing our service to veterans here in Napa through my involvement in the Veteran’s Club at NVC, where we have approximately 200 veterans enrolled there. We love this vehicle and we are hoping one day that our daughters can drive it to and from school, many years from now.” In addition to the refurbished vehicle, the Nolan family also received one

year of insurance paid for by Mike’s Auto Body and provided by Napa State Farm Agent Melinda Adams. In addition, Mike’s Auto Body also donated a trunk load of gifts for the Nolan family. Sal Contreras at Mike’s Auto Body has been involved in the company’s Benevolence Program since its inception, but he always gets excited when he sees each recipient’s eyes as they see their car for the very first time, he explained. “It is very satisfying, that’s for sure,” Contreras said. “We have been doing this for a long time, with exactly 60 cars given away now. Mike Rose and his family made a commitment to helping the community in every area where we do business many years ago and the Benevolence Program has become the cornerstone of all our charitable efforts here at Mike’s Auto Body.” A Color Guard from American Legion Post 113-Napa led by Greg Anderson from the Sons of the American Legion, Squad 113 began the festivities. The Pink Heals organization was also in attendance with their allpink fire engine. Several local dignitaries were also on hand, including Napa Mayor Jill Techel; California Assemblyman Bill Dodd; Lorena Barrera representing Congressman Mike Thomp-

added 1,950 square feet of new offices including a new lobby and onsite parking. Owner Mike Rose is pleased about the expansion to his location, which opened three years ago. “We’re excited about the new expansion and how it’s going to help our

Fixing cars to their pre-accident condition since 1972, Mike Rose and his family has built Mike’s Auto Body into a 15-shop organization known for its honesty and integrity with an emphasis on exemplary customer service. With two locations in Concord and

Veteran Cassidy Nolan and his family received a 2015 Chrysler 200 when Mike’s Auto Body celebrated its recent expansion at its Napa location on August 9th after a ribbon-cutting ceremony

operations to become even more efficient,” he said. “I also believe the new structure will enhance the neighborhood. It’s going to be nice and we’re delighted to be able to provide jobs that help the local economy and the community.”

Walnut Creek and one in Lafayette, Pittsburg, Antioch, Brentwood, Richmond, Fairfield Napa, San Ramon, Fremont and Vallejo, Mike’s Auto Body is well-known for being an outstanding business partner in every city where it serves the public.

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The Nolan family with the Rose family, Ragen Rose (far left) and Mike Rose (far right) as the company celebrated its expansion and give its 60th vehicle away on Aug. 9th

son who gave Mike Rose a Special Certificate of Congressional Recognition; Kate Berquist, a board of director’s member from the Pathway Home; Richard Chan for Hertz Rent A Car and distinguished members of the Napa Chamber of Commerce and Napa Rotary, as well as local vendors that donated parts and mechanical services for the car giveaway. The expansion of this facility located on Vallejo Street in Napa

68 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

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Copart Joins NABC as Top Level Diamond Member

The National Auto Body Council (NABC) has announced that they have welcomed Copart, a provider of remarketing services to process and sell salvage and clean title vehicles, as a top level Diamond Member. According to the Council, as a long-term supporter of NABC’s community service programs, Copart has donated and facilitated the transfer of vehicles from insurers and other donors for use in Recycled Rides™ and First Responder Emergency Extrication (FREE™) programs. “Copart has been an integral part of the success and growth of our community service initiatives,” said Chuck Sulkala, NABC executive director. “We appreciate all their contributions and are grateful for this increased commitment as a Diamond member so we can fulfill NABC’s mission to provide our members with the ability to showcase the integrity and professionalism of collision industry professionals.” According to the company, Copart links sellers to more than 750,000 members in more than 150 countries worldwide through its multi-channel platform.

BASF Boosts R&D in Asia Pacific for Automotive Coatings BASF has increased its regional research and development (R&D) activities for automotive coatings at the BASF Innovation Campus Asia Pacific in Shanghai, China. At the new state-of-the-art coatings and coating resins laboratories, the company’s R&D team is addressing regional automotive customers’ growing demands for high-performance, quality and flexible coatings solutions with a lower environmental impact. “We anticipated the significant market shift of the automotive industry as well as the shift of R&D ca-

pacities of our customers to Asia,” said Peter Fischer, BASF senior vice

president, Coatings Solutions, Asia Pacific. “One key enabler for future success is the globalization of our R&D landscape and to establish an organization to meet future market needs. We plan to increase our R&D personnel in Asia Pacific, mostly in China.” The new laboratories focus on R&D activities for coating formulations, resins and polymer synthesis, as well as coating applications for spraycoats and electro deposition coatings. The BASF’s new laboratories conduct R&D activities covering resins, latest coating applicacoating formulation, and polymer synthesis as well as coating tion technology also applications for spray and electro deposition coatings ensures that custo-

mer’s production line conditions can be simulated, creating superior value. According to the company, demand for sustainable and high-performance coatings that reduce volatile organic compounds in the automotive industry is on the rise. “We have built up significant R&D resources at the Innovation Campus in Shanghai, where many of our innovations are developed to benefit our customers,” said Rafael Bautista Mester, BASF head of R&D and technology management, Coatings Solutions Asia Pacific. “We will further invest and develop new solutions to address growing demand of our customers for products that are sustainable, durable and aesthetically pleasing. Bringing together our R&D talent, we are working on global and regional projects that focus on researching and developing new and improved products, applications and alternative technologies.”

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Chief® Joins National Truck & Heavy Equipment Claims Council

Chief was recently admitted to the National Truck & Heavy Equipment Claims Council (NTHECC), the industry trade organization dedicated to ethics, efficiency and issues involving the servicing of insurance claims and the subsequent repairs of all forms of

heavy-duty vehicles and equipment. Chief was elected into the council as an associate member by majority vote of the membership at its spring meeting. NTHECC membership is comprised primarily of independent claims adjusters and insurance companies. As one of the few manufacturers of heavyduty collision repair equipment admitted to the NTHECC, Chief brings a unique perspective to the organization. Recognizing this, the members have asked Chief to make a presentation addressing the latest advancements in collision repair equipment for the heavy-duty truck industry at the council’s next meeting in October. According to Chief, the NTHECC is highly respected within the in-

dustry, in part because becoming a member is not easy. The process involves a written letter of reference and consideration for membership from three current members, and a formal presentation to Council members regarding the proposed company’s philosophies and qualifications. This is followed by a lengthy vetting process before admission is offered. “NTHECC membership gives us the opportunity to have conversations with the people who are out there in the repair shops every day, seeing damaged vehicles and how they are being repaired,” said Lee Daugherty, heavy duty sales manager for Chief. “As an NTHECC member, we are part of the team constantly learning what’s going on in the ‘real world’ of the industry so we can work with heavyduty collision repair shops, insurance adjusters and insurance companies to enhance productivity and safety.” Safety is a key stated objective of the NTHECC. The organization works to promote safety in the ownership and use of trucks and heavy equipment and supports studies into the causes of highway accidents and how to reduce them. To learn more about the National Truck & Heavy Equipment Claims Council, visit nthecc.org.

Snap-on to Provide Integration for i3 Brands’ Extended Warranty Coverage for Genuine OEM Automotive Parts

i3 Brands and Snap-on Business Solutions (SBS), a business unit of Snap- on Incorporated, will integrate i3 Brands’ signature PartProtection platform into the SBS ecosystem. PartProtection created the indus-

try’s first point-of-sale for providing extended coverage service contracts in the automotive genuine parts industry. According to i3 Brands, PartProtection has a certified interface with the top Dealer Management Systems (DMS) and is improving service experiences in franchised dealerships across the country. “We are thrilled to work with i3 Brands on this new endeavor,” said David Foutz, vice president of sales and marketing at SBS. “This integration will provide our OEM dealership customers with unprecedented access to coverage and extended service contracts on all eligible OEM parts and service. In addition to opening up new revenue streams for dealerships, this

will improve customer retention and deliver real value to consumers. By working together, SBS and i3 Brands can help dealers extend these offerings to parts wholesale customers as well.” PartProtection will be embedded directly into SBS’s electronic parts catalog (EPC), allowing for seamless look-up and immediate identification of extended warranty or service contract opportunities on all eligible OEM parts. Franchise dealerships and other OEM customers will then be able to provide consumers with an additional two years of coverage beyond manufacturer warranties with unlimited miles. Used as a retention tool, the majority of policies are redeemed at the dealership of origin. “This is an exciting opportunity for i3 Brands,” said Michael Lucas, CEO of i3 Brands. “The integration of these world-class technologies will enable i3 Brands to help SBS enhance its strong relationships within the dealership network and increase coverage of OEM parts sold by the shop owners and managers. Making enhanced warranties more affordable and accessible to repair shops and consumers is a central component of this partnership.”

72 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Continued from Page 62

CDI’s Dave Jones

vehicles are damaged are sometimes confused about or uncertain or even sometimes deprived of their right to select a repair facility. “We’ve received information that insurers are making statements to claimants regarding these rights that sometimes are not accurate,” Jones continued. “Our proposed regulations will define what is steering during the claims settlement process and what is false, deceptive or misleading information to the claimant. So we’re trying to provide greater certainty and clarity for what can be said and what cannot be said. “Another issue with alleged steering is that some claimants have been forced to travel an unreasonable dis-

tance or wait an unreasonable period of time to obtain an inspection of their damaged vehicle or obtain an estimate or have an automobile repair specific to a repair shop,” Jones said. “So we’re seeking to clarify in the proposed regulation what’s considered to be an unreasonable distance; a period of time to inspect the vehicle; what’s an unreasonable period of time to obtain a repair estimate, and so forth. This regulation would require insurers to inspect damaged vehicles within six business days from when the claimant files a notice of claim assuming the claimant makes the vehicle available for inspection. The proposed regulation also would prohibit insurers from requiring claimants to travel an unreasonable distance to obtain an inspection of a vehicle, to obtain a repair estimate or to have an automobile repaired at a specific repair shop.”

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 73

National Associations

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

NABC Gives Away Five Vehicles at NACE | CARS Conference & Expo with Ed Attanasio

Three military veterans and two single parents were honored for their service to our country and for their commitment to their families respectively, as

each received keys to free cars donated as part of the National Auto Body Council’s (NABC) Recycled Rides™ program, now in its eighth year.

The five vehicles were presented to worthy recipients during the twoday NACE | CARS Conference & Expo in Anaheim, CA during two separate presentations on August 11 and 12. Recycled Rides is a national program in which collision industry companies team up to repair and donate vehicles to individuals in need. The families were nominated by non-profit charitable organizations in the southern California area. Since the inception of Recycled Rides in 2007, more than 1,500 vehicles valued at over $12 million have been donated across the country. NABC National Director Chuck Sulkala, who has been emceeing car giveaway presentations through the Recycled Rides program since day one, once again opened the ceremony with some remarks. “We have lot of heroes in this industry and a lot them

involved?’ And we show them the way because giving back is so satisfying. Just look at those smiles!” The five recipients of this year’s 2016 NABC Recycled Rides at NACE | CARS Conference & Expo included: Travis Steele was an Army reservist living in Arizona who was called back in 2015 to active duty in Ventura. With California housing costs completely out of reach for the family, his wife and four children (and one due in September) stayed behind in Arizona. When his old car broke down and repairing it would cost more than the value of the vehicle, his ability to visit his John Munoz, an Army veteran, received a 2014 Nissan family was hampered signifiSentra donated by Hertz and repaired by MAACO Lake cantly. Nominated by SupForest as part of NABC’s 2016 Recycled Rides program port The Enlisted Project the insurance companies contact us all (STEP), Steele received a 2013 Dodge the time and say, ‘Hey, how can we get Caravan donated by Insurance Auto

are here today,” Sulkala said. “The gift of transportation empowers and motivates our recipients and gives them a fighting chance in life. Recycled Rides has given us a great eight-year run and it is gaining momentum all the time. Body shops and their technicians and

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74 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Porsche: There Is No Substitute

he broke his back, leaving him unable to work and depleting his savings. His car had become his home until it was stolen while he was in the hospital. Nominated by the U.S. Veterans Initiative, Mu-noz received a 2014 Nissan Sentra donated by Hertz, repaired by MAACO of Lake Forest, CA. Munoz could not stop smilArmy Reservist Travis Steele received a 2013 Dodge ing while he sat in his Sentra. Caravan after being nominated by Support The Enlisted “Wow, what a gift,” he said. Project (STEP). The vehicle was donated by Insurance Auto Auctions and repaired by Pacific Elite Collision in “If you had told me a year ago Torrance, CA that someone would give me a beautiful car, I would have Auctions and repaired by Pacific Elite said, ‘No way.’ I’ve had some bad Collision in Torrance, CA. Steele’s completely refurbished van will immediately improve his life in many ways, he explained. “It is pretty amazing to know that the people at Insurance Auto Auctions and Pacific Elite Collision gave us this vehicle. They did not know us, but yet they are willing to do such a compassionate thing for us— I’m speechless.” Single mother Lisseth Lopez received a 2013 Honda John Munoz, an Army Accord donated by State Farm and refurbished by Platinum veteran, had a 10-year-career Collision Centers in Los Angeles after being nominated by at McDonnell Douglas until Family Promise South Bay

mortar, ammunitions and gunner specialist. He currently endures two-hour bus rides from Santa Ana to the VA Hospital in Long Beach and has been told he needs to increase treatment up to five times a week. Nominated by the U.S. Veterans Initiative, Lewis received a 2012 Mazda S donated by GEICO and repaired by Fix Auto of Tustin, CA. “This car will save me so much time; you can’t understand the impact of this car,” Lewis said. “People don’t know what it means not to have reliable transportation until you lose it. Oh yes—I NABC National Director Chuck Sulkala emceed the am going to pay this kind gesRecycled Cars presentation for his eighth year in a row ture forward—count on it.” Destiny Bracamonte, a single ter, who is an outstanding student. mother holding down two jobs to supLopez can now get rid of her unreliable 2001 Nissan Pathfinder with port her family, is always on the road, 300,000 plus miles on it. She was taking her children to school and to nominated by Family Promise South their other activities. Her current tired vehicle breaks down often and is Bay and received a 2013 Honda Achighly unreliable, so now she can say cord donated by State Farm and refurbished by Platinum Collision Centers goodbye to it forever. She was nominated by The Sheepfold and received in Los Angeles. a 2011 Honda Accord donated by AllFrederick Lewis, a Marine veteran, suffers literally every day from state and repaired by Service King Pladisabilities related to his years as a centia.

luck, but this will help me so much, I can’t even tell you.” Lisseth Lopez, a single mother and home health care provider, is devoted to raising her 15-year-old daugh-

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 75

Advance Measurement Systems Introduces SPECTRE™ Advance Measurement Systems (AMS) recently introduced its patented SPECTRE™ Measurement System, the latest in electronic measurement technology. “SPECTRE™ uses a complete-ly wireless, multi-point laser system to accurately measure a vehicle’s frame and identify damaged areas on a 3D model,” a statement

from the company read. “With simple, intuitive software, technicians can quickly assess damage and verify repairs in real time. Plus, with instantly-generated electronic reports, users can provide peace of mind to customers and insurance adjusters alike with the click of a button.”

The Tennessee-based company will be demonstrating the SPECTRE™ Measurement System at the NACE | CARS Expo in Anaheim,

happening August 9 through 13. AMS will be exhibiting at booth #323. For more information, visit http: //www.ams-laser.com.

General Motors Dealer Equipment Program Approves Global Finishing Solutions’ REVO Accelerated Curing Systems

Global Finishing Solutions (GFS) has sion repair industry a win-win-win,” announced its inclusion in the General added Lowder. “The dealership can Motors Dealer Equipment Program realize increased profits through prowith its REVO Accelerated Curing ductivity gains, the technician enjoys Systems. According to the company, easy-to-use technology that produces the state-of-the-art REVO Systems, exceptional repairs and the end user rewhich use short wave electric infrared ceives a higher quality repair that truly Promote your with technology, can improve paint shop brings a vehicle backbusiness to the quality it throughput up to 80 percent. was an accident.” anbefore exclusive article featuring “Global Finishing Solutions is exThe GM Dealer Equipment Proyour products or services. cited to work with the GM Dealer gram provides a full range of OEM The source for timely Equipment Program to be the pro- tested and approved equipment to servgram’s sole provider infrared curing ice, parts and body shops. The program information thatof every equipment,” said Brandon body shop needs! Lowder, offers installation and training assisvice president of auto refinish sales at tance, factory direct shipments and exGlobal Finishing Solutions. “With periencedCall personnel. can also arrange forItdetails! CALL 800-699-8251 REVO Systems, GFS provides shops for supplier visits and product demonthe ability to dramatically increase strations 800-699-8251 to provide shops with comthroughput without overhauling their plete information about its approved Mail space.” Subscription products. Introduced in 2014, GFS’ REVO As an OEM-approved supplier, Accelerated Curing Systems leverage Global Finishing Solutions will offer electric IR technology to reduce cur- REVO Accelerated Curing Systems ing times for both prep and paint to meet the needs of GM dealership phases of repairs. Available in multi- service operations across the U.S. and ple models ranging from a handheld Canada. In addition to supplying the Your Email for Our unit to larger systemsRegister which integrate REVO Systems, GFS is a GM-apinto paint booths and prep areas, the proved supplier of paint booths, prep REVO Systems are designed to fit a environments and other finishing equipvariety of needs while working within ment. www.autobodynews.com a shop’s current footprint. For more information, visit http:// “REVO products offer the colli- www.globalfinishing.com.

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Caliber Collision Teammates Rally Nationwide, Donate Record 3.1 Million Meals for 37 Food Banks

Caliber Collision’s 5th Annual Rhythm Restoration Food Drive has resulted in 3.1 million meals collected for donation to 37 different food banks across the U.S. Caliber Collision created the Rhythm Restoration food drive as a grassroots effort, spearheaded by Caliber’s 9,000 associates, to rally customers, local business partners, and the general public to donate cash and food for at-risk children who don’t receive subsidized school lunches over the summer months. The three-week campaign raised over $334,000 in cash donations and thousands of pounds of food items. According to Feeding America, one in five children in the U.S. worry about when they’ll have their next meal. Hunger is especially devastating in childhood. Studies show that proper nutrition is critical to a child’s physical, emotional and learning development. The problem is especially acute during the summer months when at-risk children do not have access to subsidized school lunch programs. Collection bins were set up at each of Caliber’s 420 locations nationwide. Caliber associates challenged each other and engaged their local communities through a variety of fund-

raising events such as car shows, auctions, motorcycle rallies, dunk tanks, head shaving, pie throwing and other giving opportunities. “Giving back to our local communities is an integral part of Caliber’s core values,” said

Caliber Collision associates and friends celebrate the success of the company’s 5th annual Rhythm Restoration Food Drive, which raised over $334,000 and collected thousands of pounds of food, resulting in a record 3.1 million meals for 37 food banks across the country

Steve Grimshaw, Caliber Collision chief executive officer. “I am proud of our 9,000 teammates who worked tirelessly over the three week drive to raise a record breaking amount of meals for kids in need. We thank our business and community partners who have joined with us to restore the rhythm of life for children across the 16 states that Caliber serves.”

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Western Associations

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

with Ed Attanasio

California Autobody Association Celebrates its 50th Anniversary If you’ve had the same job for 50 years, here, we have seen I-CAR evolve to beor have been married for 50 years, you come a stronger entity and a larger force know it’s not easywith to stayEd on top of your in the industry. We have seen the advent Attanasio game for five decades. That’s why it is of all the new technology and as a result, the industry is more sophisticated both amazing and satisfying for the California Autobody Association (CAA) to than ever. We still have a lot of chalbe celebrating 50 years as a state auto lenges and I’m sure there will be more body association this year. With 1,000 in the future, but we’re always striving members and 12 chapters nationwide, to make the industry better and enabling our members to succeed in this everthe CAA is the oldest collision-only orChasidy Rae changing Sisk business.” ganization of its with type west of the MisSeveral notable CAA leaders were sissippi. Nearly a half century ago, the willing to offer comments about the CAA was established when two local CAA, its role in the industry and its 50 associations in southern California were years in existence. “I owe a great deal of my knowlmerged. The Glendale chapter, which began in 1963, and the Long Beach edge and success to the CAA and its withinJanet Chaney members,” past CAA president Ron chapter, which began 1965, joined Guilliams said. “The information, supforces and became the CAA. The CAA has had a rich history of port and networking with shop owners accomplishments over the years, and have been invaluable to me. I don’t some of the most notable ones are listed know of any other organization in the country that has a richer heritage and here: ▪ The CAA was there when the Bureau works harder on behalf of the collision of Automotive with RepairsDavid (BAR) Luehr was repair industry. The CAA has continustarted in 1972 and was very involved ally developed a strong voice at the in the early years to help and shape its Capitol with our motto of Honesty, Integrity, and Craftsmanship.” direction. “After looking at one of the CAA’s ▪ The California Motorists Bill of Rights was written by the CAA in 1978 “Voice” newsletters, I joined the CAA in Orange County,” Jack Caldwell, and became a model for other states. CAA past president in 1984 said. “I ▪ I-CAR was formed 1979, and theDriscoll-Chippendale within Jennifer CAA was there representing California. could see that the networking and the ▪ In 1984, CIC was formed and CAA education at meetings was going to be a President Al Estorga (1983) was the big benefit. Plus, just learning from first chairman. Jack Caldwell (1984) other members is a huge value as a and Darrell Mallott (1985), both past CAA member—50 years ago and more presidents of the CAA, also chaired today.” with Erica Eversman “I was invited to a local chapter CIC. ▪ In 1987 and 1998, CAA’s input to the meeting by an outside vendor in the late South Coast Air Quality Management 80s, and I was hooked,” current presiDistrict on Rule 1151 made an easier dent Ted Stein explained. “The fratertransition for shops on the VOC rule nal connection with other shop owners and managers through the CAA had change. significant meaning to me. Whether I ▪ The CAA has also sponsored numerwith EdinstrumenAttanasiowas working through an issue or able to ous legislation that has been tal in shaping the collision repair help someone else with a challenge, the answer was always there. The feeling I industry over the last 50 years. Most recently, they played a vital role in the had the first time ‘working’ the halls of passing SB 551, SB 1988, and SB 1146, the capitol building in Sacramento... I all of which have helped the collision can’t even put into words the level of excitement as we were counting the industry in one way or another. withhasEdbeen Attanasio votes. David McClune the or“The friendships I have made are ganization’s executive director since 2000, so he has seen the CAA grow and priceless. People I would have never change considerably as the industry has had the chance to meet—Steve Sturken, Dave Mello, Don Feeley, evolved. “Yes, the collision repair industry in California has indeed changed Dave McNicol, Mike Passof, Ron in a big way, but our role has pretty Guilliams, Mr. Caldwell, Dave Mcmuch stayed thewith same. Ed SinceAttanasio I began Clune, Jack Molodanof, and many

Western News

Northeast News

Associations Update Lean Operations

more—are because of my involvement. I have been honored to be the state president twice, and I am humbled to be representing this amazing association during our 50th anniversary… 50 years strong!!” Some of CAA’s past presidents include some of the strongest contributors to the success of this industry. In addition to those already mentioned, a few more include the first CAA President, Chuck MacDonald (1967), George Bistagne (1970), John Loftus (1976), Gordan Holcomb (1977 & 79), Maureen Holmes (1982)(the first female president), Finis Fortney (1987), Joe Dahlgren (1988), Rob Rebensal (1989), Chuck Bistagne (1990), Rick Reiss (1992), Bill Rupp (1993), Ed Van Klaveren (1994), Russ Scamara (1995 & 96), Mark Ferrari (1997), Joe Boivin (1998), Rick Johnson (1999), Don Feeley (2000), Warwick Bryan (2001), Yumi Vaught (2002), Peter Hurwicz (2003), Kelly McCarty (2004), Steve

Sturken (2005), Ron Guilliams (2006), Dave Mello (2007), Ted Stein (2008), Gigi Walker (2010), Chuck Reyes (2011), Dave Picton (2012), Ben Mendoza Jr. (2013), Mike Passof (2014) and Don Feeley Jr. (2015) just to mention a few. The complete list of presidents can be viewed on the CAA website. What will the CAA do in the next 50 years, we asked David McClune? “Who knows; with autonomous cars and fewer accidents, what will this industry be like in 2066? For the immediate future, we will continue to do what we’ve been doing—pursuing new members, strengthening our chapters, protecting the rights of our members in Sacramento and hopefully making their lives a little easier overall.” The CAA will be officially recognizing the 50th Anniversary throughout this year and in 2017 with a special event to celebrate the milestone during their first quarter board meeting, with a date and location to be determined.

The Legal View The Legal View

Midwest Associations

National Associations

Northwest Associations

78 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 79

Media and Publicity for Shops How Do You Get the Customer from the Street to the Shop? with Ed Attanasio

This scenario probably happens literspeaker on this topic. “When I did my ally every other minute at body shops very first presentation for a large colall over the country. A person has been lision repairer several years ago, they in an accident, which they’re told me that their biggest concern was with means Stacey Phillips either 1.) Embarrassed or 2.) Just plain how to convert a potential customer to mad. If they caused the accident, an actual RO,” Friedman explained. they’re probably the former and if “So that is when we started focusing they were the victim of one, more intently on the process they are justifiably the latter. and began devising best There aren’t very many inpractices to achieve their goPhillips dustries out therewith where Stacey your als.” customer is already annoyed Too many shops don’t have before the process even bea plan or a strategy for when gins. potential customers call, and So the $60,000 question that’s where Friedman steps Nancy Friedman, is this—how do you get the in, she said. “When someone “The Telephone customer from the street to who has been in a collision is Doctor” helps with Stacey Phillips body shops and the shop without losing them calling you, it likely means other automotive along the way? It’s not an that they are doing their due companies to easy thing to retain a potendiligence and they aren’t devise techniques tial customer with so many happy to be making that call. to get customers other forces out there workThat is when you need to from the street to ing against you, and every the shop. She will have your ‘arm around their be a presenter body shop knows it all too shoulder’ mentality and then again at SEMA well. There are three main ask them if are they okay. A this November. ways to lose a potential cuscar can be replaced, but peoFile Photo tomer between the street and ple cannot. We want to acthe shop: 1.) Steering by the insurance quire that customer, but we also want company 2.) Sold by another shop or to Promote be compassionate.” your business with 3.) Fumbling the initial call and turnReading the caller’s and an exclusive article attitude featuring ing off the customer. surmising their state-of-mind quickly your products or services. You’ve put a ton of work into is essential, so asking questions is just The source for timely getting that customer to call you in the as important as providing information, information that every net- Friedman explained. “You can’t see first place, through marketing, body needs! doing their face or read their body language, working andshop more importantly, a good job, which leads to that covso asking questions about the individCall for details! eted word-of-mouth. Large MSOs and ual and the accident is an ideal apCALL 800-699-8251 savvy independents see the value in proach 800-699-8251 to take. Most people enjoy doing whatever it takes to attract and talking about their lives, even if the Mail retain thatSubscription prospective client by estab- news is not exactly positive. So listen lishing large departments to make it carefully and act accordingly. If the happen. So why do too many shops person is willing to talk, let them talk, fail to put a major emphasis on snag- but if they’re more interested in findging that prospective customer during ing out about you and your shop, that initial call? that’s fine too. When you talk, you Register Yourteach, Email for Our For sage advice about anything and when you listen, you learn. that has to deal with the telephone, Either method can work in this scemany experts call upon Nancy Fried- nario, but you have to determine the man, “The Telephone Doctor” who is other person’s mood to be effective.” www.autobodynews.com a nationally-recognized expert and There is a lot of money on the

Shop Strategies

Body Shops Giving Back

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

line when the customer calls and the clock is running. “That initial phone call and the repair that will hopefully result from it is important to both parties, so you need to treat it that way, Friedman said. “Rapport-building is not always easy, especially if you need to do it in a tight timeframe,” she said. “You’re not going to get a second call. Establishing a bond with this individual is key and good phone customer service professionals do it naturally. I call it the ‘care gene’ and you can learn it, but it’s easier if it’s already in your personality.” Customers are skeptical just by nature and especially wary after getting into a car accident, whether it’s a serious collision or just a small fender bender. “You have to leave them thinking, ‘Wow, these people really do care,’ which is what they’re ultimately looking for,” she said. “Everyone has had a bad experience in some type of retail interaction; so of course, they’re

Tips for Busy Body Shops

going to doubt you initially. That’s why you have to build a relationship with them and get them to talk about their feelings and their current situation.” Giving the caller some good-old fashioned sympathy while mixing in some education along the way is a winning formula for body shops, according to Friedman. “Consumer education in every aspect of automotive repair is essential and a great way to further connect with the customer. Many people don’t know what the difference between aftermarket and OE parts or realize that every shop will warranty their repair for as long as they own the vehicle. By taking a transparent approach and giving them all of the details and answers to all their questions, the trust builds and the customer feels more comfortable with your shop.” And that’s when you get that new customer from the street to the shop!

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