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36
YEARS
VOL. 8 ISSUE 11 JANUARY 2018
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Industry Associations Pledge 2018 Resolutions
Year in Review: The Collision Repair Industry in 2017
Most folks view New Year’s Eve as a time to reflect on the recent year and make resolutions for the next as they strive to improve themselves or their lives. Collision repair industry associations have also begun preparing for 2018 by beginning to focus on their goals for next year and how they can help their members, advance their organizations and improve the industry for everyone. Several association leaders shared their 2018 New Year’s Resolutions with Autobody News. In 2017, a lot of associations focused on membership growth, bringing
Starting with the inauguration of the 45th President, moving on to the solar eclipse and three devastating hurricanes, 2017 has been a year to remember with many major changes impacting the United States. The collision repair industry has continued to change as well, with evolving technology and raging legal battles, including the now-famous John Eagle lawsuit in Texas. Associations around the country offered a variety of educational opportunities through meetings and conferences, and as the New Year crept up on us, Autobody News spoke with several association leaders about the best and most memorable things they did in 2017. From getting associations off the
by Chasidy Rae Sisk
educational value to members and pursuing legislative initiatives to improve the industry. Industry professionals can expect to see these endeavors continue into 2018, though industry leaders anticipate taking their efforts to new heights. The Automotive Service Association (ASA) spent a great deal of this past year on legislative endeavors, and plans to continue these initiatives into the New Year. ASA Executive Director Dan Risley shared, “ASA resolves to be represented, engaged and vocal in as many meetings, conferences, hearings, summits and alike in Washington D.C. and See Industry Associations, Page 20
Veterans Claim Aberdeen, NC, Restorer Ripped Them Off, Take Owner to Court
How come you took money from veter-
See Restorer in Court, Page 4
P.O. BOX 1516, CARLSBAD, CA 92018
Around a half dozen veterans sat in the Moore County Courthouse to challenge the man they say took them for a ride. The owner of Icon Customs, George Fredericks, is accused of taking money from veterans to repair their classic cars but never completing the work. Many veterans visited the shop because it was close to Fort Bragg. All tell similar stories of their cars being dropped off, sitting for years, only to be left in ruins.
ans but never completed the job?” asked FOX 46 investigative reporter Matt Grant. “Did it sound like that was what was just said in court?” Fredericks replied. “The court found in favor of my client on [inaudible] of all counts,” his attorney later added. “That’s all you need to know.” The judge dismissed one case but ordered Fredericks to pay another veteran $4000 for work that wasn’t finished and for which he was “harmed.” The judge said it was “difficult” to understand why cars sat for years with-
Change Service Requested
by Matthew Grant, Fox 46
by Chasidy Rae Sisk
ground to establishing a broader member base, several associations focused on growth this year. Stephen Regan, Executive Director of ASA-MA/RI, shared, “The most memorable thing ASA-MA/RI has done in 2017 is open its doors. We have brought back to the region an entity dedicated solely to the advancement of collision and mechanical repair shops and those who serve them. Unlike many state trade associations in the industry, ASA-MA/RI has a fully staffed, dedicated office location. Our sole purpose is the professional operation of the association on behalf of its members and supporters.” Brian Davies, President of the North Carolina Association of ColliSee Year in Review, Page 21
Happy New Year! from all of us at Autobody News
1 Millionth Toyota Corolla Rolls Off The Line In Mississippi, Plant Makes 170K Units Per Year It has been six years since Toyota opened a manufacturing plant in Mississippi, and now the factory has produced its 1 millionth Corolla. Toyota has been building Corollas at the plant at a rapid pace. The company made its 500,000th Corolla not too long ago in February 2015. The Corolla is the only vehicle made at the facility. For decades now, Toyota has been trying to build cars in the markets where they are sold. The automaker broke ground on the plant in Blue Springs, Mississippi, in 2007 but put construction on hold during the recession. In November 17, 2011, Toyota produced its first Corolla at the plant, which can make 170,000
units a year. Toyota will continue making Corollas in the 2 million square foot facility in Mississippi. Starting in 2021, Toyota and Mazda will open a shared plant in the U.S. that will build Corollas and Mazda crossovers. Toyota had originally planned to make Corollas from 2019 at its new plant in Guanajuato, Mexico, but the automaker ultimately decided it will build the Tacoma pickup there instead. The Toyota Corolla sedan hasn’t been completely redesigned since the 2014 model year, but it did undergo a mild face-lift for 2017. Power comes from a 1.8-liter inline-four making between 132 and 140 hp.
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2 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
Contents BumperDoc Announces Two New Locations
in FL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Carolinas Collision Centers Opens New
Location in Chapel Hill, NC . . . . . . . . . . . . 10
Fast Eddie’s Auto Body Shop Expands to
Gainesville, Bristow, VA . . . . . . . . . . . . . . . 9
FTCC in NC Offers Solutions to Meeting
the Skills Gap . . . . . . . . . . . . . . . . . . . . . . 15
IGONC Resumes Greensboro Chapter
Meetings With Two Presenters . . . . . . . . . 16
NCACAR Starts 2018 with a Bang! . . . . . . . . 10
Yoswick - Database Enhancement Gateway
Got its Start 10 Years Ago . . . . . . . . . . . . 34
Yoswick - Recent ‘Who Pays for What?’ Survey Looks at Scanning, Frame,
Mechanical Operations . . . . . . . . . . . . . . . 42 NATIONAL
1 Millionth Toyota Corolla Rolls Off The Line In Mississippi, Plant Makes
170K Units Per Year . . . . . . . . . . . . . . . . . . 1
AASP-MO to Hold Meeting on Safety
Systems and Alignments . . . . . . . . . . . . . 14
Need for Technical Training Highlighted
Auto Care Association Announces New
Service King’s Nashville Teammates
AWDA Announces New Leadership With
in Parkersburg, WV. . . . . . . . . . . . . . . . . . 14
Raise $25,000 for High Hopes
Director, Data and Innovation . . . . . . . . . . 60
Three Officer Appointments . . . . . . . . . . . 58
Development Center . . . . . . . . . . . . . . . . . . 8
Axalta’s 2018 Calendar Competition Winners . 20
Thanksgiving Dinner . . . . . . . . . . . . . . . . . 10
Cure Receive State of Maryland Award . . . 60
Statesville, NC, Body Shop Hosts Free
BASF Customer Andrew Lee and Driven To
Surprise Christmas Gift Gets Veteran
CARSTAR Offers Tips on How to Keep
Veterans Claim Aberdeen, NC, Restorer
CIC Seeks Input on Issues, Value of
Warning for Tamarac, FL, Residents:
CIECA Calls for 2018 Speakers. . . . . . . . . . . 13
Ripped Them Off, Take Owner to Court . . . . 1 Thieves Are Targeting Auto Air Bags . . . . . . 8
WMABA Adds WV to Membership Territories . 16
Your Car Safe and on the Road . . . . . . . . . 58
2017 Meetings . . . . . . . . . . . . . . . . . . . . . . 3
Driver Crashes Into Body Shop in
Portland, OR . . . . . . . . . . . . . . . . . . . . . . 29
YANG Announces 2018 Leadership
Fix Auto USA Adds Fix Auto Moorpark, CA,
YANG Connects at AAPEX to Highlight
Hurricane Vehicle Replacements, Increased
Conference Details . . . . . . . . . . . . . . . . . . . 9
Requirements for Successful Auto Career . . 6
COLUMNISTS
Antonelli - Techs Teach Disadvantaged Youth How to Restore Classics
to Franchise . . . . . . . . . . . . . . . . . . . . . . . 25
Advertising Drive Truck Interest . . . . . . . . 63
Industry Associations Pledge Their 2018
Resolutions . . . . . . . . . . . . . . . . . . . . . . . . 1
Mitchell 1 Has Enhanced Its Prodemand
Auto Repair Information Software . . . . . . . 16
Through NV Nonprofit. . . . . . . . . . . . . . . . 28
Polyvance Releases New Headlight Tab
Really Work? . . . . . . . . . . . . . . . . . . . . . . 22
Six Detroit Cops Charged With Extortion for
Invents Photo Estimating App . . . . . . . . . . 38
SVP of BASF Coatings Discusses Changes
Your Business is Not a DIY Project . . . . . . 54
Takata Airbags Special Master Announces
Attanasio - Employee Sharing—Does it Attanasio - Former Body Shop Owner
Attanasio - Selling, Buying or Expanding
Ledoux - OE Shop Certification Programs -
American Honda. . . . . . . . . . . . . . . . . . . . 30
Ledoux - Training, Certifying and
Standardizing in the 1920’s . . . . . . . . . . . 46
Phillips - CCC VP Discusses How Company’s Digital Solutions Meet Modern Consumer
Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Repair Online Training Course . . . . . . . . . . 60
Taking Bribes From Repair Shop Owners. . 25
Ahead for Collision Industry . . . . . . . . . . . 50
$850 Million Restitution Fund Allocation
Program for OEMs . . . . . . . . . . . . . . . . . . . 4
The Basics of Blueprinting: Better Cycle Times, Improved Efficiency, More
Accurate Estimates . . . . . . . . . . . . . . . . . 48
Warning: Key Fob System Hack for
Thieves to Steal Your Car . . . . . . . . . . . . . 63
Phillips - Mitchell Products Created to Help
What Shop Owners Can Do When Told
Sisk - AASP Holds Webinar on Problem
Year in Review: The Collision Repair
Shops Deliver Proper, Safe Repairs . . . . . . 26
Employees with 180BIZ’s Rick White . . . . 52
Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Contributing Writers: John Yoswick, Janet Chaney, Toby Chess, Ed Attanasio, Chasidy Sisk, David Luehr, Stacey Phillips, Victoria Antonelli, Gary Ledoux Advertising Sales: Joe Momber, Sean Hartman, Bill Doyle, Norman Morano (800) 699-8251 Office Manager: Louise Tedesco Digital Marketing Manager: Bill Pierce Art Director: Rodolfo Garcia Graphic Designer: Michelle Lucas Online and Web Content Editor: Rochelle Beckel Accounting Manager: Heather Priddy Editorial/Sales Assistant: Randi Scholtes
Index of Advertisers
Back on the Road in WV . . . . . . . . . . . . . . 14
The Collision Industry Conference (CIC) is asking the industry and CIC Meeting attendees to participate in a brief survey by visiting www.research .net/r/VXMSYQC. The objective of the survey is to determine the current top issues impacting the collision repair industry as well as to measure the value of CIC Meetings, which took place at various venues throughout 2017. Results of the survey will help guide the direction of CIC in 2018. The survey is open to anyone interested in providing input to CIC. It asks all respondents, from their individual perspectives, to list the top three issues of concern as it relates to the collision industry. Guy Bargnes, current CIC Chairman, explained, “We ran a similar survey at this time last year as we prepared for the bi-annual CIC Planning Meeting. The results were both encouraging and insightful. The 2016 survey responses were used to shape the structure of
Their Severity Is Too High . . . . . . . . . . . . . 40
Industry in 2017. . . . . . . . . . . . . . . . . . . . . 1
CIC Committee activity and the content of CIC Meetings. “The current survey is designed as both a brief scorecard on how we did in 2017 and a request to those interested to list their current concerns, which we will use to guide CIC action in the coming year. “We are all aware of the staggering pace of change in our industry, so I hope that everyone with a stake in CIC will take a couple of minutes to complete the current survey. It will assist not only CIC and the many committee members and participants, but also the entire collision repair industry.” The next CIC meeting will be held Jan. 17–18, 2018 in Palm Springs, CA. Complete meeting details are on the CIC Website: www .ciclink.com/
A Few Old Shops . . . . . . . . . . . . . . 18 Audi Wholesale Parts Dealers . . 36-37 BMW Wholesale Parts Dealers . . . . 52 CarcoonAmerica Airflow Systems . 35 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 19 ChemSpec USA, LLC . . . . . . . . . . . 25 Classifieds. . . . . . . . . . . . . . . . . . . . 62 Coggin Deland Honda . . . . . . . . . . 30 Darrell Waltrip Automotive Group. . 47 Dent Magic Tools . . . . . . . . . . . . . . 10 Dominion Sure Seal . . . . . . . . . . . . . 9 Eckler’s Automotive . . . . . . . . . . . . 51 ECS Automotive Concepts . . . . . . . 20 Equalizer Industries, Inc . . . . . . . . . 49 Ford Wholesale Parts Dealers . . . . 59 GM Wholesale Parts Dealers . . . . . 61 Gus Machado Ford . . . . . . . . . . . . . 38 GYS Welding USA. . . . . . . . . . . . . . 24 Hendrick Automotive Group . . . . . . 23 Hendrick Automotive Group of Charleston. . . . . . . . . . . . . . . . . . 64 Hendrick BMW/MINI . . . . . . . . . . . . 29 Hendrick Kia Cary . . . . . . . . . . . . . . 41 Hendrick Kia Concord . . . . . . . . . . 41 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . 31, 32-33 Hyundai Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 56 Insta Finish Car Care . . . . . . . . . . . 17 Island Clean Air, Inc. . . . . . . . . . . . . . 5 Jim Cogdill Chrysler-Dodge-JeepRam . . . . . . . . . . . . . . . . . . . . . . . 16
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REGIONAL
CIC Seeks Input on Issues, Value of 2017 Meetings
Jon Hiester Automotive . . . . . . . . . 21 Kernersville Chrysler-Dodge-JeepRam . . . . . . . . . . . . . . . . . . . . . . . 43 Kia Motors Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 55 Lexus Wholesale Parts Dealers . . . 63 Lusid Technologies . . . . . . . . . . . . . 11 Mercedes-Benz Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 58 MINI Wholesale Parts Dealers . . . . 52 MOPAR Wholesale Parts Dealers . . 39 Original One Parts™ . . . . . . . . . . . . . 7 Porsche Wholesale Parts Dealers . . 63 Radley Chevrolet. . . . . . . . . . . . . . . 44 Rick Hendrick Chevrolet Naples. . . 34 Rick Hendrick MOPAR Southeast Wholesalers . . . . . . . . . . . . . 12-13 Rick Hill Imports . . . . . . . . . . . . . . . 45 Riverside Ford-Lincoln . . . . . . . . . . 28 Robaina Industries, Inc . . . . . . . . . . 27 SATA Dan-Am Company . . . . . . . . . 2 Serra Chevrolet-Buick-GMC of Nashville . . . . . . . . . . . . . . . . . . . 40 Southside Kia . . . . . . . . . . . . . . . . . 53 Spanesi Americas . . . . . . . . . . . . . . . 8 Subaru Wholesale Parts Dealers . . 57 Symach . . . . . . . . . . . . . . . . . . . . . . . 6 Tameron Hyundai . . . . . . . . . . . . . . 48 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 50 West Broad Hyundai. . . . . . . . . . . . 22 Wizards Products . . . . . . . . . . . . . . 15
www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 3
Continued from Cover
Restorer in Court
out being worked noting that it was clear the work was “not a priority.” The judge later added he felt Fredericks had not been operating in “bad faith.” The judge called it a case of “buyer beware.” “I’m left holding the bag after spending $17,000,” said Army Special Forces Officer Alan Lancaster, whose red 1966 Mustang Coupe is now a shell. “And I literally have a car that’s in complete utter disarray.” Lancaster brought his childhood car in for a paint job and body work. Three years later it was stripped, parts are missing and Lancaster says it’s in worse shape than when he brought it to the shop in 2014. Lancaster showed FOX 46 a recent estimate from another body shop saying it will cost $18,000 to repair the damage. Last month, Fredericks told FOX 46 that he wouldn’t fight the veterans taking him to small claims and said “we got to make that right” after admitting he never completed the work he was paid to do.
Instead, he hired an attorney and spent eight hours in small claims court fighting two veterans he took money from. Additional cases are pending. Despite Fredericks admitted he double-billed Lancaster for a part he never installed, and never reimbursed him for; despite Lancaster having invoices, emails and even a text message from Fredericks saying: “We way over committed myself and I bare the responsibility. I will make whole the 17k you believe is right,” the judge ruled against Lancaster because he did not have a formal contract. His attorney plans to appeal. In court, sitting behind Fredericks, other veterans sat and watched and are waiting for their day in court next. “All I wanted was a paint job,” said Robert Beal, who says he lost more than $5000 when he took his 1977 Mustang to Icon Customs. “Car drove in the shop and came out in pieces.” “I got it back in pieces, a thousand pieces,” said Army veteran Jamaal Young, who says he is out $12,000 after taking his 1972 Chevelle SS to be repaired. “No fenders, no engine there was just everything missing.” And Joe Kihm, a retired Navy re-
servist, says he’s out $7,000 after dropping off a similar car. “A six month paint job ended up taking over three year and was never completed,” said Kihm. “Now all I have is a shell. No windows, no bumpers.” Despite the cars sitting for years, Fredericks told the judge he was still working on them and says he didn’t finish only because he had to stop when the state raided and shut down his business two months ago. The North Carolina State Bureau of Investigation and the DMV License and Theft Bureau are investigating Fredericks for fraud. In Court, Fredericks told a judge the DMV investigation found nothing and cleared him of any wrongdoing, but that isn’t true. DMV officials told FOX 46 right before he appeared in court that the fraud investigation into Icon Customs “is on-going” and that investigators continue to “gather material.” “We talked to the DMV and they say they’re still investigating you,” Grant informed Fredericks outside court. “OK,” Fredericks said. “I was told by clients they told them they weren’t.” “Why did you tell the judge that if
it’s not true?” asked Grant. “I told the judge I was told that,” said Fredericks, misrepresenting what happened in court. Fredericks has previously admitted he got in over his head and had promised to do repairs without having the parts. But a secret recording obtained by FOX 46 appears to show the shop had a financial incentive to stall. “That’s why we have 60 cars here because the only way he [George Fredericks] makes money is by opening more jobs and taking deposits and just letting it sit forever,” said his son, Trent, in a recording made secretly by another employee. Trent Fredericks says he was referring to taking in more short term jobs to pay for long-term repairs. While Fredericks has not offered a refund to any of the veterans we talked to he did offer an apology. “Do you apologize to the veterans?” asked Grant. “Absolutely,” said Fredericks. “For just apologizing for the program not working out. It wasn’t for a lack of effort that’s for sure.” We thank Matthew Grant and Fox 46 for reprint permission.
Takata Airbags Special Master Announces $850 Million Restitution Fund Allocation Program for OEMs
The Special Master in the United States v. Takata Corporation criminal case in the United States District Court of the Eastern District of Michigan announced that on Friday, Dec. 1, he launched the $850 million restitution fund for automobile manufacturers (OEMs) that purchased airbags with PSAN Inflators from Takata Corporation and its subsidiaries. The Special Master, Eric D. Green, a Boston law professor and mediator, stated that he is sending notice to more than 50 auto manufacturers around the world who purchased the Takata airbags that are subject to widespread recall programs, and who may be eligible for compensation from the OEM Restitution Fund set up as part of Takata Corp.’s plea agreement in February of this year. According to the Special Master’s notice sent to the auto manufacturers, Takata pled guilty on Feb. 27, 2017 to one count of wire fraud, and the Court entered the Restitution Order requiring Takata to, among other things, pay restitution in the amount of $481,848,850 to the OEMs who were defrauded in connection with their purchase of airbags with PSAN inflators and additional restitution in the amount of $368,151,150 to
all OEMs who purchased airbags with PSAN inflators from Takata (collectively, the “OEM Restitution Fund”), for a total amount of $850 million in restitution to OEMs. On July 31, 2017, the Court appointed Professor Eric D. Green as Special Master to oversee the OEM Restitution Fund. His responsibilities include developing a formula or formulas, subject to Court approval, for distributing funds to eligible claimants, making determinations regarding allowed claims, and making a recommendation to the Court regarding allocation of funds from the OEM Restitution Fund. A significant majority of Takata’s OEM customers (the “Consenting OEMs”), which collectively purchased approximately 90 percent of the PSAN Inflators sold by Takata as of Dec. 31, 2016, agreed upon a Proposed Allocation and presented it to the Special Master for consideration. Following a formal presentation on the proposal for allocation of the OEM Restitution Fund, several discussions with the Consenting OEMs about the proposal, and an independent review by the Special Master of the proposal, the Special Master provisionally determined that the Proposed Allocation
4 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
provides for an equitable distribution of the OEM Restitution Fund. However, to ensure that all eligible OEMs have a chance to be heard, an opportunity is being provided for them to object to the Proposed Allocation or comment in writing to the Special Master prior to final determination by the Special Master and submission to the Court for final approval. The Special Master is also in charge of a separate $125 million Individual Restitution fund designed for persons who suffer personal injury or wrongful death as the result of a Takata airbag inflator defect. Professor Green stated that the proposed allocation of the Individual Restitution fund will be announced at a later date. The Proposed OEM Restitution Fund Allocation: Under the Proposed Allocation, the restitution monies directed to the OEMs will be combined into a single global fund. All OEMs that purchased PSAN inflators, regardless of jurisdiction of sale, will be eligible to participate in the combined fund without the need for determining whether a particular OEM was defrauded by Takata. Each OEM’s allocation will be determined by the percentage of all PSAN Inflators sold by Takata glob-
ally that was purchased by that OEM as of Dec. 31, 2016. The Special Master has independently analyzed the verified third-party Takata PSAN inflator sales data utilized to determine the percentage for each OEM, and determined it reliable. The Proposed Allocation governing the distribution of the OEM Restitution Fund is set forth in the Direct Notice that was mailed electronically or otherwise to all identified OEMs that are eligible to participate in the OEM Restitution Fund. A copy of the Direct Notice and the Proposed Allocation schedule can be found and accessed on the Special Master’s website, www.takataspecialmaster.com. Any remaining funds attributable to checks that are not cashed or to wire transfers that cannot be completed will be redistributed by the Special Master pro rata to all participating OEMs. To receive an allocation from the OEM Restitution Fund, each eligible OEM will be required to provide a release in favor of the Special Master and his professionals, advisors and agents.
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www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 5
YANG Connects at AAPEX to Highlight Requirements for Successful Auto Career by Chasidy Rae Sisk
During the AAPEX event on Nov. 1 in Las Vegas, the Young Auto Care Network Group (YANG) coordinated several events to help members network with other industry professionals. According to J C Washbish, YANG’s Vice Chair, “Through YANG’s coordinated events, members have the opportunity to bridge that gap between stranger and acquaintance to expand their professional network while making lasting business connections.” Throughout most of the day, from 10:30 a.m. until 3:30 p.m., YANG provided complimentary professional headshots just steps from the show floor. Washbish explained, “Having a professional headshot has become as necessary as having a professional resume, thanks to the growing reliance on online business communication.” During YANG’s Town Hall at the Venetian Hotel, experts discussed “Get in the Driver’s Seat: The Three Keys to a Successful Auto Care Career.” The panelists were Corey Bartlett, President and CEO of Automotive Parts Headquarters, Inc.; Angie Oleson, Director for Bridgestone Re-
tail Operations; KYB Business Development Manager, Aaron Shaffer; and Laura Soave, Senior Vice President, Chief Marketing and Communications Officer at Federal-Mogul Motorparts. The discussion was moderated by YANG Council Dave Shapiro.
YANG’s Town Hall featured a panel on “Get in the Driver’s Seat: The Three Keys to a Successful Auto Care Career.” (l to r) Corey Bartlett, Laura Soave, Aaron Shaffer, Angie Oleson, Dave Shapiro
The purpose of the Town Hall was to cover some core tenets young auto care professionals can use to jumpstart their careers. The panelists shared how these concepts have aided them in advancing their careers, growing their networks and enhancing their reputations within the industry. These tenets included Willingness to Grow,
BumperDoc Announces Two New Locations in FL
BumperDoc Franchises, an auto body and paint franchise, recently announced the organization has officially added two new locations in
the Florida market as part of the company’s ongoing strategic growth initiative. BumperDoc of downtown Orlando, the third location in the Orlando area, is owned and operated by Miguel Gines. Gines brings an extensive background in the auto collision and auto body and paint industry to the business. The shop is located at 22 S. Westmoreland Dr. in
You Are Who You Are, and Learning to Lead. Courtney Hammer, YANG Staff Liaison, shared, “The YANG Town Hall panel of industry experts really gave some great advice to the younger generation about making great first im-
downtown Orlando, FL, and is expected to open early in 2018. The area is currently going through a redevelopment stage, and the new location is near the heart of downtown and less than half a mile from Orlando City Stadium. BumperDoc of Pompano Beach, the sixth location in south Florida, is owned and operated by Bernardo Naviera, a Venezuelan native, who is excited to get the doors open and service the Pompano Beach community and surrounding areas. The shop is located at 21 SW 5th St. in Pompano Beach, FL. “We are certainly proud of our continued growth across Florida,” said BumperDoc Franchises Chief Operations Officer Rick Perez. “We are pleased to continue expanding BumperDoc’s offering to Florida motorists and the numerous automotive businesses in the state.”
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6 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
pressions and growing in your career. Corey Bartlett, President and CEO of Automotive Parts Headquarters, talked about the importance of sending handwritten thank you notes to acquaintances and new contacts after seeing them at events such as the AWDA Conference and AAPEX Show. He noted that it is worth its weight in gold to
spend 30 minutes on the plane ride back from an event to write some thank you cards.” After the Town Hall, YANG hosted a Networking Happy Hour at LAVO in the Palazzo. “More than 230 people attended the YANG Networking Happy Hour at LAVO, and more than 70 members took advantage of the complimentary headshots. New this year, YANG had a booth in the lobby of the second floor of the Sands Expo,” Hammer said. “The booth served as an avenue for members to say hello and meet YANG Volunteer Council [members] staffing the booth, as well as sign up for membership. Many of our current members brought a co-worker to the booth who might either be new to the industry or unfamiliar with YANG. They signed up on the spot.” YANG’s booth also provided an opportunity to encourage industry professionals over 40 years old to become mentors through the Mentor Pin program. Hammer explained, “The YANG Mentor Pin program was designed to provide a platform for over-40 professionals to engage and share ideas with auto care’s newer members for the mutual benefit of both parties.”
www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 7
Service King’s Nashville Teammates Raise $25,000 for High Hopes Development Center
Service King Collision Repair Centers®, with the help of its locally based Nashville teammates, recently presented a donation in the amount of $25,000 to High Hopes Development Center. The donation, made possible through the ongoing Service King Cares initiative and contributions toward Service King’s annual Nashville Charity Golf Tournament, was officially presented on Monday, Nov. 13. In the four-year history of the Service King Nashville Charity Golf Tournament, the organization has raised $75,000 for local nonprofit organizations. “The entire Service King family is proud to partner with great organizations like High Hopes,” said Mike Abbott, Service King Market Vice President. “It’s our hope that this small token of our deep appreciation for their work helps to further the mission of equipping children, youth and their families.” Service King operates 19 locations in the Nashville area and more than 300 repair centers in 24 states nationwide.
Warning for Tamarac, FL, Residents: Thieves Are Targeting Auto Air Bags Tamarac, FL, residents need to be vigilant after 13 vehicles were targeted for their air bags in November.
Beach. The latest car burglary spree took place Monday, Nov. 13 at the Crystal Lake apartments in Deerfield Beach, where approximately 20 vehicles were broken into and the air
Investigators believe thieves are selling the air bags to black market body shops, pocketing hundreds of dollars for each one. According to the National Insurance Crime Bureau, the body shops in turn place fraudulent claims to insurance companies for the cost of new air bags. So far this month, there have been 70 vehicles in Broward County, including 13 in Tamarac, nine in Weston and around 50 in Deerfield
bags were stolen. The thieves are targeting large apartment complexes, where they can burglarize a large number of vehicles in a short period of time. The vehicles they are targeting include Honda Civics and Accords, along with various Acura models. The suspects tend to break the windows or pry the door locks in order to gain access. In some cases, they have also stolen the rims and wheels from cer-
by Sharon Aron Baron, Tamarac Talk
8 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
tain cars. Detectives say awareness is key to preventing these types of crimes. Residents should try to park their vehicles in a well-lit area and as close to foot traffic as possible. Contact your apartment complex or neighborhood management company to make sure they’re aware of this crime trend so they can remain vigilant, and share it with your neighbors. If you spot suspicious activity, contact BSO and report it immediately. If you’ve been the victim of a car accident and you are having your air bags replaced, the National Insurance Crime Bureau warns against the installation of black market air bags and has tips about how you can make sure you are not being sold a stolen air bag as a new product through this link. Anyone with information about these air bag thefts is asked to contact Broward Crime Stoppers at 954493-TIPS (8477) or online at www .browardcrimestoppers.org. Anonymous tips that lead to an arrest are eligible for a reward of up to $3,000.
We thank Tamarac Talk for reprint permission.
Fast Eddie’s Auto Body Shop Expands to Gainesville, Bristow, VA
A healthy business is one that continues to grow and expand, and Fast Eddie’s Auto Body is a firm subscriber of such a belief. The company has grown to now serve folks living in both Gainesville, VA, and Bristow, VA, areas, expanding from being just another body shop in Manassas, VA. The close-knit team, headed by Eddie Bennett, the owner and head painter, and comprising Wayne Bradshaw, Lance and Tina Urban, always ensures that all customers receive friendly, expert advice and service at all times. Fast Eddie’s Auto Body is a sterling body shop offering a wide range of services that will ensure any vehicle that comes in will leave looking pristine. Adept at car detailing, the experienced crew always pays plenty of attention to detail and will restore any vehicle to its original glory. If the customer wants something more unique, custom paint jobs are right up the crew’s alley. In the event that a vehicle is involved in a little fender bender, Fast Eddie’s Auto Body is capable of handling collision repairs, and customers have the peace
of mind that they accept all insurance claims. As an added value service, Fast Eddie’s Auto Body will always perform checks on tires, windshield wipers, and the defroster for each ride sent in to ensure that the vehicle continues to operate well. In order to better serve the communities in Gainesville, VA, and Bristow, VA, areas, the body shop in Manassas, VA, is on the lookout to expand its team by hiring an experienced full-time auto body technician. Anyone who feels that he or she has the relevant experience and would fit in great with the team and culture are more than welcome to give Eddie Bennett a call at (703) 361-6600. The hired candidate will be well remunerated, and there is no better way to earn a living than by doing what one loves.
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YANG Announces 2018 Leadership Conference Details
The Young Auto Care Network Group (YANG), a community of the Auto Care Association, is hosting the 2018 YANG Leadership Conference on May 11–12 at the Atlanta Marriott Marquis in Atlanta, GA. The conference takes place in conjunction with the Auto Care Association Spring Leadership Days event and is designed for young professionals under the age of 40 in the auto care industry. The conference provides seven hours of education designed to enhance leadership skills, sharpen global perspective of the auto care industry and develop relationships with peers. Attendees are eligible to receive CEU credits toward their AAP/MAAP designation from the University of the Aftermarket. Education session highlights include: ■ Keynote: “Ignite Performance, Inspire Action & Improve Your Culture,” presented by Michael Hoffman, Igniting Performance
■ Our Industry: “A Year in Review,” speaker Amy Antenora, editor, aftermarketNews, Babcox Media
■ Future Trends: “The Next Big Industry Issue,” with Jim Dykstra, CEO, Dytech Auto Group
■ Next Generation Leadership: “Keys to Working Across a MultiGenerational Workforce,” speaker Ryan Jenkins, keynote speaker, author and Inc.com columnist
Bill Hanvey, president and CEO, Auto Care Association, describes the conference as an opportunity to “sharpen your skills with in-depth workshops and peer-to-peer experiences, not to mention all the new business contacts you’ll come home with.” Save $100 on early bird registration through Dec. 31, 2017. Registration after Jan. 1, 2018 is $550 for members of Auto Care Association and $750 for non-members. Conference registration will close March 30, and only YANG members can attend. For a detailed agenda and to register online, visit http://bit.ly/ YANGLeadershipConference18. For more information, please contact Courtney Hammer at 240333-1067 or courtney.hammer@ autocare.org.
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NCACAR Starts 2018 with a Bang!
repair industry’s attention. Tracy’s and Unleashing Your Untapped Popresentation, “Anatomy of a Lawsuit: tential.” The North Carolina Association of 42 Million Reasons the Collision ReAccording to Davies, “For someCollision and Autobody Repair (NCA- pair Industry Should Stop Getting one of Mike’s caliber to speak to our CAR) plans to kick off 2018 with a Bullied by Auto Insurance Carriers,” young association, it can only help us first meeting of the new year that will will provide an overview of grow and reach our untapped demonstrate just how much value it advanced safety systems, potential and focus on enwants to bring to its members. the importance of followhancing our leadership skills. The meeting will feature Todd ing OEM repair procedures “What more could Tracy and Mike Jones, and is scheduled and what everyone should NCACAR ask than to refor Thursday, Jan. 25, with learn from the ceive training from these dinner at 5 p.m. The meeting John Eagle case. two industry experts? My will be held at NOAH’s Event Davies stated, hope is that this meeting Center in Charlotte, NC. “It’s exciting to will inspire us to get where Mike Jones NCACAR President welcome a meeting we’re going. I’m so excited, will pursue his Brian Davies shared, “Our presenter who can I can hardly contain mycommitment to be association’s focus is on identify the need for self!” the sustainability of the inchange and help us a positive influence Non-members will be dustry, and I can’t imagine affect change in our on the world during charged $20 to attend this NCACAR’s January Attorney Todd anything that could have a state. We want to meeting, but that fee will be meeting as he Tracy will be bigger impact on this assocreate awareness teaches association waived if they choose to sharing information ciation and create a paraof the liabilities injoin the association. Annual members how to that NCACAR digm shift for the industry. volved in impropmemberships cost $350. become gamemembers should I believe this will be the as- know regarding the erly repairing cars. PPG is sponsoring the meetchangers sociation’s largest gameTodd has an iming. John Eagle case changing event that helps peccable reputation, and his Those interested in attending us define how we want to change the heart is in the right place. He really should RSVP to Josh Kent, Director industry.” wants to change the industry for the bet- of Membership, at Josh.Kent@EliteAlthough Attorney Todd Tracy ter.” Salesgroup.com by Jan.15. has fought legal battles related to the The meeting’s second headliner Stay tuned for Autobody News’ automotive industry for decades, his will be Mike Jones, President of Dis- in-depth coverage of this exciting recent $42 million victory in the John cover Leadership Training, who will event. For more information about Eagle verdict has caught the collision discuss “Becoming a Game Changer NCACAR, visit ncacar.com. by Chasidy Rae Sisk
Statesville, NC, Shop Hosts Free Thanksgiving Dinner
come for fellowship,” said Chattney Harris, 28, owner of the auto body shop. “People don’t really have felTwo Statesville, NC-based busi- lowship anymore.” nesses want to help families who The meal was inspired by Harcan’t afford a holiday meal, or fam- ris’ deceased grandfather, the Rev. Jordan Clifton Harris, a Statesville civil rights leader, and LaVerne Zachary, a family friend. Harris’ grandfather hosted holiday fellowship dinners at First Baptist Church in Statesville, where he served for more than 50 years until his death in November 2013. Harris wanted to follow the pastor’s lead Chattney Harris (right) and Tenia Davis pose for a and reached out to portrait together at J and C’s Auto Body and Detail Shop. Tenia Davis, 38, owner Credit: Ryan Revock / Statesville Record & Landmark of JoAnn’s Catering, ilies who lost a loved one and lack who agreed to cater the meal. the willpower to cook. We thank Statesville Record & J&C’s Auto Body & Detail Shop Landmark for reprint permission. and JoAnn’s Catering will host a free Thanksgiving dinner from 11:30 a.m. until 2 p.m. Nov. 22 at 117 Mcelwee FREE St. 4x Monthly E-Newsletter. “All we ask is [that] people by James Neal, Statesville Record & Landmark
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10 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
Carolinas Collision Centers Opens New Location in Chapel Hill, NC
Carolinas Collision Centers recently announced the opening of its newest collision repair center, located at 1705 Legion Rd. in Chapel Hill, NC. The new facility is located two miles south of I-40, just off Fordham Blvd. (US 15-501) near the University of North Carolina. “We are honored to now be able to better service the collision repair needs of Chapel Hill, Carrboro, Orange County and surrounding areas” said Jay Jackson, Director of Business Development for Carolinas Collision Centers. “To my knowledge, we are the only collision repair provider conveniently located within the city limits of Chapel Hill. We feel fortunate to be able to bring highquality collision repairs to a community that previously had to travel a good distance to find.”
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Need for Technical Training Highlighted in Parkersburg, WV by Michael Erb, The Parkersburg News and Sentinel
The recent announcement of a Chinese industrial company investing in West Virginia reemphasizes the need for quality technical education. Officials recently announced a plan by Shenhua Group Corp. to invest $83.7 billion to develop the state’s natural gas resources over the next 20 years. The majority of the investment will be in the Ohio River basin area, including Wood County. Wood County Schools has requested state School Building Authority funds to renovate and expand the Wood County Technical Center, which shares a campus with Parkersburg South High School. The renovations would allow the center to upgrade workplace technology, serve more students and bring several of its programs that are currently housed at other facilities under one roof. Pier Bocchini, director of career and technical education (CTE) for Wood County Schools, said incoming industry affects not only the job needs of that industry, but also downstream businesses and services. “It creates a ripple of services
AASP-MO to Hold Meeting on Safety Systems and Alignments by Chasidy Rae Sisk
On Wednesday, Jan. 10, 2018, AASPMO’s Gateway Collision Chapter will hold a meeting and training session on vehicle safety systems and how they are affected by alignments. The meeting will be sponsored by Hunter Engineering Company and held in its facility in Bridgeton, MO. At 6 p.m., attendees will have a chance to talk to peers during the Meet and Greet, followed by dinner and training at 6:30 p.m. The meeting will focus on vehicle safety systems, including adaptive cruise, collision avoidance, lane departure and how it relates to alignment and repairs. Attendees will then enjoy a tour of Hunter’s Classic Car Museum before engaging in some social time with their industry peers. Those interested in attending should RSVP to AASP-MO Executive Director Ron Reiling at aaspmo@aol .com. “Hunter Engineering has graciously invited you and your employees to attend this event. Get it on your calendars, and RSVP so there will be adequate food and beverages,” Reiling said. For more information about the association, visit www.aasp-mo.org.
that are needed,” she said. “You have trucks on the road, which means you need automotive repair. Restaurants and hotels do more business, so you need management and accounting. Therapeutic services and different
Cole Strawderman, a senior in the Wood County Technical Center’s collision repair program, buffs a fender during class. Credit: Michael Erb, The Parkersburg News and Sentinel
healthcare professions become more important because you have more people. A lot of large industries employ their own emergency response teams. “Any major industry coming in can have a big impact on everything.” The technical center programs use a simulated workplace model,
meaning students handle tasks as though working for a business. The students use time sheets to learn how different jobs track work, and all students must complete safety training and undergo periodic drug testing. “That is what we hear the most from businesses: They need a skilled, drug-free workforce,” Bocchini said. “We’re not only teaching the students a trade—We’re teaching them how to work [and] how to operate in a workplace.” Bocchini said more women are getting into traditionally male-dominated technical fields. That not only creates new opportunities for students, but also requires programs to adapt their facilities, such as male and female locker rooms, she said. Bocchini said the technical center also has a large waiting list for many of its programs because there simply is not enough space to meet the demand. “Improving our facility will allow us to serve more students and expand our training opportunities,” she said. Mike Aimble, instructor for the center’s carpentry program, said all technical jobs will benefit from the Chinese investment, and students with the proper skills will thrive.
“The long-term for us is a dramatic increase in student placement in the workforce,” he said. “Any time you get more industry, it’s going to create more buildings, and you need people to build them. There is a lot of forecasted growth in the construction industry.” Rodney Northrop, automotive and collision repair instructor for the tech center, said automotive jobs will be particularly important because many companies maintain fleets of vehicles and employees have to travel to work. Companies such as Hino Motors in Williamstown, which builds industry fleet trucks, have seen significant growth and expansion in recent years due to industrial demand. Students who can work on vehicles, whether it be engines, electrical systems or collision repair, are increasingly valuable and often see immediate employment, he said. Assistant Superintendent Mike Fling, who oversees facilities for Wood County Schools, said the SBA announced grant recipients on Dec. 11. We thank The Parkersburg News and Sentinel for reprint permission.
Surprise Christmas Gift Gets Veteran Back on the Road in WV by Tim Cook, The Journal
Recently regaining his financial footing with a new job, Robert Scott received an early surprise Christmas present on Dec. 2—his own car. “I’ll never forget it,” Scott said of the moment he heard he would be handed the keys to a car. “I was so excited, I thought I was going to jump out of my shoes and leave my shoes where they were. I was very happy about it.” As a U.S. Army veteran, Scott was selected to receive a refurbished 2015 Hyundai Sonata sedan as part of the National Auto Body Council’s Recycled Rides charity program. Scott’s holiday gift through the program came about with the help of Caliber Collision auto body repair franchise in Charles Town, GEICO insurance company and other area businesses, according to a press release from the auto body council about the donation program. Over the past five years, more than 160 vehicles have been repaired and donated through the nationwide program, according to a press release. A Martinsburg resident who was briefly homeless after losing his custodial job, Scott received the car at
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the joint Ranson and Charles Town Christmas Parade. He joined in the parade with his car towed on a platform. It was the first parade Scott, 62, had ever participated in, he said. Scott entered the Army in 1977 and served as a supply clerk for about four years, including a duty station in South Korea. About two years ago, he lost his previous car—and his home—after losing his job as a custodial worker. A friend of Scott’s heard about the car donation program through a nonprofit military veteran’s support program called Soldiers’ Angels, which in turn nominated Scott to receive a car through the Recycled Rides program. Scott said his current job in the bakery department of a Weis grocery store put him back on the road to solid finances. However, having to walk or commute by bus to work and conduct household chores without a car has been time consuming and an inconvenience, Scott said, particularly in bad weather. Carrying several bags of groceries home was difficult. “It means a whole lot—getting back and forth to work,” Scott said. “It’s kind of rough in West Virginia
without a car.” Scott’s new mobility will also allow him to range farther than in and around the Eastern Panhandle. He now plans to visit family members in Washington, Maryland and North Carolina, whom he hasn’t seen in the two years since he was recovering from losing his previous job, home and car. “It’s been two years since I’ve seen my folks,” he said. “I need to go see them.” His donated car is also giving him an opportunity to revive a longheld dream—to open his own restaurant. Scott said he now plans to enroll in a culinary degree program at James Rumsey Technical Institute in Hedgesville as a step along the way to starting that future business. We thank The Journal for reprint permission.
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FTCC in NC Offers Solutions for Meeting the Skills Gap by Pamela Gibson, Up and Coming Weekly
Across the nation and in North Carolina, manufacturers and trades industries are facing daunting workforce shortages. Several factors have contributed to this gap in the skilled fields: Many skilled workers are aging and retiring, creating a need for a replacement workforce; technological advances and a growing economy have created new jobs; and a decades-long emphasis on four-year college degrees has steered many young people away from skilled employment. Many of today’s young people are not aware of the opportunities in the skilled fields, and leave four-year institutions with large amounts of debt and no marketable skills. At Fayetteville Technical Community College, the Applied Technology division offers certificates, diplomas and degrees at affordable prices in many of these skilled fields. The Applied Technology division includes air conditioning, heating and refrigeration, automotive systems technology, building construction technology, carpentry, collision repair and refinishing technology, computerintegrated machining, electrical sys-
tems technology, gunsmithing, industrial systems technology (a new program), plumbing and welding. Each of these programs leads to high-demand,
high-skill careers. Companies seeking employees regularly contact FTCC, but the school lacks enough students to fill the demand. Many companies are starting to look to apprenticeship programs as a way to attract employees. Apprenticeship programs combine classroom instruction with on-the-job training. Participants work and earn a paycheck while they attend classes. Apprenticeship programs can last one to five years, depending on the occupation. Apprenticeships provide access to clear career pathways for employees and encourage loyalty in the com-
pany’s workforce by demonstrating a desire by the employer to invest in their employees. As the result of apprenticeship, not only does the employee gain the skills for success, but the employer gains a skilled employee who has grown up in the culture and vision of their company. FTCC has worked closely with the State Apprenticeship Program to provide apprenticeship training in areas such as electrical, heating and air conditioning, industrial maintenance and machining. This hand-in-hand relationship just got stronger this summer when the State Apprenticeship Program and the Apprenticeship Council transferred from the North Carolina Department of Commerce to the North Carolina Community College System. FTCC is excited about leveraging its Applied Technology programs to create more apprenticeship opportunities to serve its community and economy. To learn more about the many skill training programs available at FTCC or about apprenticeship opportunities, call (910) 486-3930 or email gibsonp@faytechcc.edu. We thank Up and Coming Weekly for reprint permission.
CIECA Calls for 2018 Speakers
CIECA is seeking experienced thought leaders and industry professionals to share their knowledge and expertise as it works with the industry to explore emerging issues, promulgate leading practices and advocate for the collision repair industry. CIECA currently has the 2018 Annual Symposium and 2018 Monthly CIECAst speaking opportunities available for you to get involved.
CIECA events bring together all segments of the collision repair industry to discuss current trends, forecasting for the future, and how to prepare for the road ahead. CIECA’s goal is to offer content that will help with solutions to pain-points and challenges facing the industry at this very moment and in the coming year. If interested in presenting at a CIECA event, please submit a proposal. http://www.cieca.com/info .php?pnum=85a0b123a93bda&pre view=1
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Mitchell 1 Has Enhanced Its Prodemand Auto Repair Information Software With Addition of 1search Plus
This new interface streamlines the user experience with an easy-to-use graphical design and intuitive workflow to help auto repair technicians work more efficiently. “We are delighted to introduce a new user interface in ProDemand that follows the same logic that auto repair technicians use when diagnosing and repairing vehicles,” said Gary Hixson, senior market manager for ProDemand
at Mitchell 1. “This advanced search technology returns all of the repair information that technicians need in a single lookup, helping them improve both efficiency and accuracy.” The new interface takes repair information to a whole new level of intelligence with advanced search technology that scans the vast database of Mitchell 1 content and returns only the specific information the technician needs. OEM and SureTrack®
real-world information are more tightly integrated and returned together in a single location, with no switching between tabs or scrolling through long lists of articles. The user selects a vehicle, enters a search term, and 1Search Plus returns information in a unique graphical layout, organized in the same flow that auto technicians use when approaching a diagnosis and repair. Key features and benefits include: • The graphical card format is intuitive and easy-to-navigate. • Cards are returned in workflow format, following how technicians would naturally work on a job, making their process easier to complete. • Results are more targeted, so technicians can spend less time scrolling as data is now categorized into more specific cards. • OEM and real-world information are now classified at the same level, not separate “buckets,” streamlining navigation between ProDemand modules. • Cards populate only if there is relevant information, so technicians only see information for the results they need. For more information visit: www .mitchell1.com.
IGONC Resumes Greensboro Meetings by Chasidy Rae Sisk
On Nov. 14, the Independent Garage Owners of North Carolina (IGONC) held a meeting for its Greensboro Chapter at Kickback Jacks in Greensboro, NC. The meeting featured presentations from Jim Diciaccio of Farsight, a remote diagnostics company, as well as AMS’ Scott Thorley, who presented on Protractor, AMS’ new cloud-based shop management software. According to IGONC Executive Director Bob Pulverenti, “Everyone was very enthusiastic to resume the Greensboro Chapter meetings and hear about these two great products while having a night out with other likeminded business owners. It is important to keep our members up-to-
date with changing technology and keep fine-tuning their business management skills and training in new services. We were very pleased with the attendance and happy to give our vendor members a chance to share their new products with the folks in the Greensboro area. “IGONC has chapters throughout the state of North Carolina for networking and meeting new vendors, as well as regular webinars for our members to continue their training in advancements in automotive technology and business management. Chapter meetings are held to build camaraderie and to showcase new products and services to our attendees.” For more information about IGONC, visit www.igonc.com.
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WMABA Adds WV to Membership Territories The Washington Metropolitan Auto Body Association (WMABA) recently announced the addition of West Virginia as a state it will represent within its membership territory. This occurs as the association also prepares to turn the mid-century mark of 50 years in operation. Excited by the addition, one specific West Virginian has led the charge to see the Mountain State join the fold. Steve Krieps, Shop Manager for Greg Cline Automotive in Winfield, WV, and the newest board member of WMABA, commented on the inclusion process. “The collision repair industry is changing at a rapid pace,” Krieps said. “As vehicle technology advances, the repair process must evolve as well. As repairers, it is absolutely critical that we stay informed on local issues, and act when necessary. We must educate our consumers so they can make informed decisions and stay consistent with our training, to [the] benefit of consumer safety and quality of repair. “WMABA has been navigating the socio-economics and technical aspects of the collision repair industry for nearly 50 years. With its presence at trade conferences across the country, it is on the forefront of progress. This partnership with WMABA will be instrumental to the Mountain State, and we are ec-
static and honored to be members of the WMABA family. We are more than prepared for a brighter future.” “WMABA has two major milestones cresting into 2018 with the 50th anniversary and now the West Virginia addition,” commented WMABA President Mark Schaech, also Vice President of Mark’s Body Shop in Baltimore, MD. “I am so pleased to see this new growth, probably to go along with additional re-branding opportunities, and the excitement of this is very refreshing. As collision repairers, we can get bogged down in the minutia of shop life. It’s easy to lose sight of all we are really capable of when we lock together. It could be the best thing to happen in my time with WMABA, both on the board and as a longtime member.” Coming in the near future, WMABA will also release additional information about the anniversary and initiatives in the works for continuing to be at the forefront of education, mentoring and membership advocacy. The entire Board of Directors of the association is pleased with the potential opportunities these milestones offer. For more information, please go to www .wmaba.com or contact Jordan Hendler, Executive Director of WMABA at (804) 789-9649 or jordanhendler@wmaba .com
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Shop Secrets and Strategies
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications, and is co-author of “The Secrets of America’s Greatest Body Shops.” She can be reached at sphillips.autobodynews@gmail.com.
CCC VP Discusses How Company’s Digital Solutions Meet Modern Consumer Needs with Stacey Phillips
Over the last several months, CCC has introduced a variety of digital solutions to the collision repair industry. These include shop management tools such as CCC ONE Engage and CCC Direct, and the cloud-based CCC Secure Share solution. Autobody News reached out to Mark Fincher, CCC’s vice president of market solutions, to learn more about CCC’s initiatives and how the company is meeting the needs of the modern consumer.
As a leading provider of softQ: ware tools and technology, what is CCC’s primary client base?
A:
CCC focuses on building solutions for customers in four dedicated markets, which include insurance carriers, collision repairers, parts suppliers and most recently, we’ve added auto manufacturers—OEMs. There are three key pieces to our business. First, is the network of stakeholders who we help connect. Next, is our single, unifying platform that seamlessly connects all of our customers with one another and the data and service providers they want to work with to drive additional and differentiated value to their business and the consumers they serve. Lastly, are our suites of market-specific solutions that help users of CCC transact. Through these connections and solutions, CCC can not only help drive process efficiency and transparency, but we also glean meaningful insights that we can deliver back to users to help them make better business decisions.
tailor the solution to their business goals. They might add tools to help them manage their DRP programs with the Perform package, or the CCC ONE
(l to r) Mark Fincher, Jacob Ku, Brian Sinnett and Paul Schwandt at the CCC booth during the SEMA show held in Las Vegas, NV
Repair Workflow solution that offers full management capability to manage their entire shop process. We recently added CCC ONE Engage, which gives shops the capability to receive appointments through our consumer-facing website www.carwise .com, and CCC Direct, repair management tools that help shop owners and managers implement and manage standard operating procedures and view the health of their business. Since we launched our core platform in 2008, we’ve provided client updates at least every two months and continue to enhance and expand our solution while ensuring we don’t stray from our simple and intuitive design. We continually invest in our core platform and deliver new solutions to collision repairers. Our intent is to create more efficiency, improve productivity and at the end of the day, help repairers deliver better customer service to their consumers.
you give us an overview Q: ofCanCCC’s digital solutions? Our company’s core solution is How has the customer experiA: estimating. All of our 22,000+ Q: ence shaped some of your comrepair facility customers use CCC pany’s initiatives?
ONE estimating software at a minimum. As their businesses grow, they can add on additional modules. That’s key to the CCC ONE platform. Hence the name—CCC ONE—everything is in one place. It’s all one application, and shops can purchase multiple features based on their needs. Rather than offering a “one-size-fits-all” approach, customers have a range of options to
A:
We have made significant investments to enhance the customer experience. We want to equip repairers to serve the new modern consumer. A big part of this is recognizing how customers interact with companies and have certain expectations. Accenture has coined the term “Liquid Expectations” to describe this
18 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
new phenomenon. Let me explain. A company like Amazon and a collision repair facility are two completely different businesses. However, customers start to form certain expectations of how easy it should be to do business with a specific company. Those expectations are fluid, or “liquid,” and flow over to other experiences like collision repair. As a result, CCC has been making significant investments over the past two years to help body shops deliver a more modern customer experience that today’s consumer expects. We believe this will add the most value to collision repairers and help them work more efficiently in their businesses.
Can you tell us about some of Q: the initiatives CCC has taken to deliver a more modern customer ex-
perience and how it will help with customer satisfaction?
We’ve been doing that through tools like CCC ONE™ Touch, A: which we launched several years ago and is available to the majority of our customers at no additional charge. The product allows an estimator to write the estimate at the vehicle with the consumer. Since then, we’ve been expanding that functionality to allow customers to sign all their documents on a tablet once the estimate is complete. We recently added a new functionality we call CCC Direct. Estimators can now complete all the prior damage inspection on a tablet with the customer present, so documentation can be completed right at the car. We’ve offered CCC ONE Update Plus for more than four years now. This gives a shop the capability to send text and email messages to consumers, and we continually enhance the product by providing richer experiences for the consumer. Consumers See Repairers of Choice, Page 24
We’re Looking for a Few Old Shops! Do you think you have the oldest, continuously-operated body shop in your area? Would you like to see your shop’s colorful history in print? If so, we want to hear from you. A Autobody News and collision industry journalist Gary Ledoux are working on a joint project to find, and highlight the oldest continuously operated body shops in America. Some shops may have sstarted out in the early 1900’s as a blacksmith or carriage shop. Some may have started as a mechanical repair service at a parking garage in New York or San Francisco during the 1920’s, and then turned to body work. In the latter part of the 1940’s, many ex-servicemen started body shops with skills they learned working on GI trucks and equipment. There are so many unique and interesting stories out there that should be recorded and preserved for posterity. Each qualifying shop submitted will be highlighted in Ledoux’ forthcoming book; YesterWreck: The History of Collision Repair in America. The estimated publishing date is the first quarter of 2019. No book of this sort has ever been published for the collision industry. This is a unique opportunity to be part of something special. Ledoux will provide a signed, first-edition copy of the book, upon its publishing, to any shop whose photos are used in the book. In addition, Ledoux will contact one shop from each of the five regions served by Autobody News for a complete interview and a feature story to be run in that region’s edition of the magazine. What To Send If you think you have the oldest continuously-operated body shop in your state please send us: • Shop’s Name • Address / City State and Zip • Phone number • Email address • Current owner’s name • A brief history of the shop, most importantly what year the shop was founded. Include the month if you know it. • Two to three photos of the shop, especially from its earliest days with any recognizable persons identified. These could be a picture of the front of the building, a group shot of everyone that worked in the shop at the time, people working on cars in the shop, etc. All photos should be scanned as a JPG with a minimum of 300 DPI. (Please do not take a telephone picture of a photo. The quality of such a photo cannot be satisfactorily reproduced.) All people in the photos should be identified if possible. Please send all information via email to yesterwreck@yahoo.com. For any questions, please contact Gary Ledoux @ yesterwreck@yahoo.com
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Continued from Cover
Industry Associations
around the country that will influence the future direction of this industry, specific to new vehicle technology (telematics, (ADAS) advanced driver assistance systems, autonomous vehicles and the connected car).” ASA-MI President Ray Fisher told us, “Many folks see legislation as a negative, and I understand that, but what I don’t understand is when someone does not take the opportunity to remove ‘gray areas’ that legislation may provide and turn it into a positive. I would like to see our industry professionals here in Michigan understand what has been done for them over the last few years by ASA Michigan by being supportive as a member and seizing the opportunity to be properly reimbursed according to the law. In 1974, the State of Michigan enacted the Motor Vehicle Service & Repair Act to protect consumers. We updated the law in 2016, but the law actually stipulates that the technician is the expert here in Michigan, and often times during negotiation, tactics are used that may go against the law here in Michigan; I want to see the repair industry abide by the law.
“For example, if you performed an operation on a vehicle, such as ‘PreScan’ and/or ‘Post-Scan,’ the MVSRA requires that you have that documented on your final invoice, no exceptions. In accordance, these procedures vary by vehicle manufacturer and so too does the time necessary to perform such functions. I mentioned earlier about being a member, but if we are not around, who will do it for you? Happy New Year and let’s start it off together as the professionals that we are!” Tony Ferraiolo, President of the Auto Body Association of Connecticut (ABAC), agreed that legislation is imperative, but the CT association will place a lot of emphasis on educating legislators in its state. “We are working on educating the state agencies, legislators and representatives on the importance of OEM repair procedures and recommendations, and to recognize who should make repair decisions,” he said. The North Carolina Association of Collision and Autobody Repair (NCACAR) is a newer association that has been making a huge difference in its area and hopes to gain momentum in 2018. According to NCACAR President Brian Davies, the association wants to “make a statement in our industry by
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20 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
submitting (and passing) legislation in the state that has a positive effect on the collision repair industry. One of our main goals from the beginning was to become one of the strongest associations in the U.S., and I believe this would help put us with the greats.” Increasing membership is another important goal for many associations. Risley noted, “ASA also resolves to grow our membership in 2018 by delivering the most relevant and current tools, resources, information and training to the collision and service repair industries.” Petra Schroeder, Chair of the Women’s Industry Network (WIN®), said, “Our 2018 goals are all about our members. Increase membership, increase actively engaged members, create a connection to lapsed members, expand our local presence, create member connection tools and broaden industry events’ presence. All of this will be supported by a complete change of our technology platform to manage WIN’s day-to-day operations, so that our valued Board and committee volunteers can focus on strategic outcomes.” Many associations also see a lot of value in encouraging cooperation amongst shops and other industry part-
ners. ASA-MA/RI Executive Director Stephen Regan hopes the affiliate chapter will be able “to convince as many industry stakeholders as possible that cooperation will bring more success to all of us, rather than competition and confrontation. If we spent more time seeking common ground through cooperation and less time seeking individual advantages through denial of repair information or insurer steering, for instance, we would all be better off for it.” Auto Body Association of Texas (ABAT) President Burl Richards agreed, adding, “Every shop should share their successes and failures with others. That in itself will lead to strengthening our industry and educating all of us on a daily basis.” With these associations at the helm of changes in 2018, the New Year should be exciting for everyone in the industry. My personal resolution for 2018 is to attend as many industry events as possible and meet more industry professionals face-to-face, but if I don’t make it to your area, I’d still love to hear from you with feedback and suggestions to make 2018 the best year yet! Happy New Year!
Continued from Cover
Year in Review
sion and Autobody Repair, said, “2017 was our first full year of existence. It is a broad statement, but we made ourselves relevant to the collision industry in North Carolina and made a significant impact by bringing the collision industry closer together, learning how to work together, and helping each other improve while improving the industry in North Carolina. Another big move was being accepted as an affiliate member to the SCRS. With their support, we all feel more confident knowing we have others all over the U.S. that have our back. In addition, having the support of the largest U.S. paint manufacturer, PPG, has been invaluable, and without them, we would not be where we are now.” The Women’s Industry Network (WIN®) has surpassed its goals, but continues to focus on growth. “After a very successful and exciting 2017, it is challenging to focus on just one thing… besides encouraging, developing and cultivating opportunities to attract women to collision repair,
the WIN Board of Directors considered how we might move our organization to the next level of impacting women,” said Petra Schroeder, WIN’s Chair. “We reflected on our industry-atlarge and surveyed our board leaders, our members and our sponsors to assess their satisfaction with their WIN affiliation. This was followed by a board retreat to reflect on our current position and to dream about WIN’s contributions to our industry in the future. Finally, we charted the course to get there through our 2018–2020 strategic plan. It sets out a bold and ambitious vision for the members of WIN and all women in the collision repair industry. It will also provide direction for the ongoing growth and sustainability of our organization in a rapidly changing industry. “In our first strategic plan (2008– 2011), we envisioned a 500-memberstrong national network, recognized as a key contributor to our industry’s success. We surpassed the 500-member mark in 2016. In addition to ensuring that we continue to provide value for our growing network of members, the new plan looks beyond our membership to identify ways that WIN can have a greater impact on in-
dustry diversity and sustainability.” Education, for both repairers and consumers, was also a major area of concern for many associations. According to Auto Body Association of Connecticut (ABAC) President Tony Ferraiolo, “I think the best thing our association did in 2017 was bring educational meetings to our members. We also took a stand on photo estimates, informing consumers and shops that, in our state, the customer has the right to have their vehicles physically inspected in person by a licensed appraiser if they choose to [do so].” Ray Fisher, President of ASAMI, shared, “There were many things that were quite memorable in 2017, but the one that I think stands out for the collision repair industry here in Michigan is the session that we created from scratch, titled ‘The Relationship between Structural Repair and Vehicle Calibration.’ The reason that it stands out was because it came about from a conversation at the PF3 Paint Supply Open House and [came to] fruition within a few months. The training was intense, and it combined collision and mechanical technology and teachings, creating awareness for
not only what is ahead, but also what is on the road currently. I am proud that ASA represents the professionals within the automotive independent collision repair industry, and I think it is important to keep that attribute at the forefront as we move into the future. Today, not only is our reputation of craftsmanship at risk, but the lives of our customers and their families are in our hands every time we make a decision to repair a vehicle. I believe that 2017 served as a ‘wake-up call’ to the repair industry reflecting on this very point via a major settlement. Just as the cardiologist does what their previous or their required annual training taught them to do during open heart surgery, the technician also has to apply their knowledge to repair the vehicle properly within the guidelines of the vehicle manufacturer to ensure safe and proper repairs. I understand keeping the cost of repairs down— that is the art of negotiation between two businesses—but it should never be used to pressure anyone to compromise proper and safe repairs being performed by the expert.” Burl Richards, President of the Auto Body Association of Texas See Year in Review, Page 45
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Shop Management
Employee Sharing—Does it Really Work?
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
with Ed Attanasio
lose their best employees, but if there is no business, profitability suffers.” We all know that finding and retainThe biggest question is this—will ing top technicians is not as easy as it competing body shops be willing to used to be. share their employees? In fact, in some parts of the coun“If you look at any company, estry, they’re calling the shortage of pecially startups, their success really qualified people an epidemic. Shops happens when they partner with other are working hard to bring in cars to companies,” Massabki said. “By colfix, but what do they do when there is laborating and creating a network of no one to do the job? peers or partners, small companies beThe idea of job sharing isn’t any- come bigger and more successful, and I thing new. In fact, in 1972 the New believe that this will be the same case Ways to Work Foundation was cre- with auto repair and body shops. The ated to “establish a work world that key to a successful partnership is to find responds to the changing a win-win formula and viable needs of individuals and ormeans to execute the partnerganizations,” according to ship. the San Francisco Business “The auto repair industry Times. It became even more is plagued with mistrust and prevalent two decades later risk-averse small business when more and more people owners with limited rebegan looking for alternative sources to figure out how to Elie Massabki is work arrangements. make an employee-sharing the founder and Two important factors owner of mechanics transaction work in a legal, that began to push the job marketplace.com, a efficient and risk-free manner. site that will help sharing movement were the This is the big value that our birth of the World Wide Web, shops lend out and app brings. We don’t simply borrow their which made it easier for both connect shops together. The employees companies and job share parapp and legal agreement that ticipants to share information through our members agree to formalize the web tools. These web tools enabled transaction between the shops to avoid employees to share work in a more misunderstandings. It sets rules for ethcollaborative environment in an asynical behavior and employee safety; chronous manner, while the everprovides step-by-step guidance to shop changing demographics also drove the managers on what they need to do to job-sharing arrangement even further. conduct a transaction; goes through a So, here comes a company called process to ensure best fit between what Skill-Loan LLC, based in San Carlos, the job requires and the employee’s CA, that operates Mechanics and Body skills; and provides an efficient and Shops Marketplace, a website accomreal-time way of communicating bepanied with a mobile application. The tween the shops.” owner and founder is Elie Massabki, It’s job sharing taken to a whole who has extensive experience working new level, Massabki said. for Silicon Valley high-tech startups. “Borrowing and loaning employ“Our idea originated from the fact ees is a new concept in this industry that small businesses are in constant that addresses the ups and downs of the need of help, and auto repair shops, business and helps business owners opboth mechanical and collision, do not timize their operations to the market have a local marketplace that addemand,” he said. “This is where the dresses their daily need for skills, servskill loan concept originated, and that’s ices, equipment and parts,” he said. why we filed a patent on it. We are “The brick and mortar business is building regional trusted networks for cyclical, which makes it very difficult auto repair shops to collaborate forfor a small business to balance its mally, ethically and efficiently. In order changing demand for personnel with for shop owners to feel comfortable the ups and downs of the business on a loaning their best employees, every weekly basis. Employers don’t want to shop that borrows an employee has to by Ed Attanasio
22 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
agree to our terms and conditions, which state that they can’t hire a borrowed employee for a period of 12 months. If they need a full-time employee, we help them find one. This is the peace of mind and legal protection we help provide every shop owner, because we know that poaching has become a problem in this industry.” With the collision repair industry being like a roller coaster, Skill-Loan is making the concept of employee sharing a viable solution. By providing convenient alternatives for shops of all sizes, they can call plug in technicians when they need them the most. “We are enabling shops to fill in the gaps, so that it won’t impact their production or cycle time,” Massabki said. “If they need a tech to cover for one of their permanent employees while they go on vacation or are out on leave, we can help them. Or if a shop does not have enough work, they can loan out their employees for a pre-
determined period.” In addition to the employee marketplace, Massabki and his team have designed a portal where shops can resell parts they’re not using for repairs. “We discovered that collision repair shops often get stuck with used body parts that they can’t use for whatever reason,” Massabki said. “Often, they sit for years, but now we’ve created a portal where shops can sell these parts and maximize their profits. With auto dismantlers, used parts suppliers and specialty suppliers connected to the platform, all of our members are able to expand their networks, find and buy what they want, sell their excess inventory, as well as outsource their unique capabilities to other shops in a very efficient manner. They can also borrow tools and equipment from other shops through the Mechanics and Body Shops Marketplace app.” As the website and applications See Employee Sharing, Page 44
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Continued from Page 18
Repairers of Choice
can find out more information about the shop, such as the hours of operation, directions or even click to contact their service advisor through simple links within the text or email messages. We also launched CCC ONE Lobby so customers can check in for their visit using a digital kiosk when they first enter the shop. We’ve found this helps with the overall customer experience. A consumer is only in an accident every seven or so years. Most people have a misconception of what a collision repair facility should look like, and they may think it’s going to be a painful process. We’re hoping to change that perception by helping shops modernize the process for customers with our digital solutions. What we’re finding is that it creates an entirely different experience for the customer that they weren’t expecting. Our plan is to continue to focus more and more in these areas to be able to create that modern customer experience. Most importantly, customer satisfaction leads to referrals and return work. From an efficiency standpoint, these digital solutions will decrease the need to write everything down on paper and rekey it in later. Not only will it improve accuracy, but it also will help with first-time quality.
Q:
With the recent launch of CCC Secure Share, can you tell us how it will help collision repairers exchange data?
The CCC Secure Share netA: work was designed and developed out of a need from the industry
to really get a handle around Estimate Management Standard (EMS) files. EMS was developed back in early 1990s by the Collision Industry Electronic Commerce Association (CIECA) and was used as a means for information providers to export data and allow shop management systems to import that data and eliminate the rekeying of information. Over time, we’ve seen many new applications come into the marketplace, and they have continued to use that EMS standard. CIECA had the foresight in the early 2000s to develop the Business Message Suite (BMS), which creates a more flexible format that enables users of the spec-
ification to determine which data elements should be sent to the receiving party. The BMS is just a specification, but this specification combined with a secure cloud platform to transmit the data creates a secure data exchange with third-party application providers. We announced CCC ONE Secure Share last September and started transmitting data to a number of application providers in April. The real benefit and the main reason we made the investment in developing Secure Share is to secure data.
ensure data is transmitted quickly to ensure a smooth workflow for repairers. We are making it easier to connect to our network, and we’ve built an entire application suite that allows application providers to manage all of their connections in one place. Some app providers have talked about passing that cost along to their shops. We hope that the cost savings from Secure Share will keep them from doing that, and they will realize the additional benefits they will receive to scale their applications more effectively.
With EMS data today, it’s unencrypted—it’s sitting on thousands of shop servers. Shops typically have to install what is called a “data pump” from an application provider and there is no restriction for that data being shared or sold somewhere else. We’re able to secure that data using the BMS file format, so shops only have to share relevant information with their application provider through a secure mechanism. We believe this move will help protect the data for all stakeholders who have a vested interest in keeping this data secure. We also think that it will bring new innovation to the marketplace by making it easier for a new application provider to make one connection to Secure Share versus having to install hundreds or thousands of data pumps in collision repair facilities. A shop will have full transparency about what they are going to be sending. Then, if they stop doing business with a certain company, they can go into the Secure Share marketplace from within CCC ONE and terminate that connection instantly.
We gave the industry a little over 18 months to prepare and we said that we’ll forfeit any revenue the first year so application providers have time to budget. We understand that there are some up-front implementation costs to connect to us, so we waived the first year of fees to be able to help offset those costs as well as allow them time to budget. In April, we’ll be discon-
The real benefit and the main reason we made the investment in developing Secure Share is to secure data — Mark Fincher
has the reaction been since Q: theWhatlaunch of Secure Share? We’ve received a lot of quesA: tions—mainly from the application providers—related to costs.
We decided not to charge the repair facilities for the significant infrastructure and tools that we built. We are going to be processing thousands and thousands of files a minute so as you can imagine, significant investments have been made to support this volume and
24 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
tinuing EMS and begin charging for Secure Share.
What are some of your future Q: plans, such as telematics? We’re currently seeing changes A: in terms of vehicle technology. Part of the impetus for us to launch our
new OEM market is to expand our network and help auto manufacturers connect into the network more efficiently. Several years ago, we bought a company called Drive Factor that is focused on the telematics space. We’ve been investing in that technology and undertaking a number of initiatives to connect vehicles to the network while working with OEMs, insurance partners and repair facilities so they can gain access to the data more quickly. There is a wealth of information coming from the connected car now. As a result, we believe there is a significant opportunity for us to help utilize that information across our network and use that data to help all of the constituents of the ecosystem get better insight to how they can more effectively manage their businesses, and ultimately use that data to serve consumers better.
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Six Detroit Cops Charged With Extortion for Taking Bribes From Repair Shop Owners by Violet Ikonomova, Detroit Metro News
A half-dozen current or former Detroit police officers have been charged with extortion for taking bribes from auto repair shop owners in exchange for referring stolen and abandoned vehicles recovered in the city to their shops. The U.S. Attorney’s Office says four retired officers have pleaded guilty to the charges and are awaiting sentencing while two current officers have been indicted. “The charged defendants should have put the people of Detroit first, rather than lining their own pockets,” U.S. Attorney Daniel Lemisch said in a release. Current DPD officer Deonne Dotson, 45, has been indicted on six counts of extortion, while officer Charles Wills, 52, is facing four counts of extortion. Retired officers James Robertson, 45, and Martin Tutt, 29, pleaded guilty to two counts of extortion. Retired officers Jamil Martin, 46, and Anthony Careathers, 52, pleaded guilty to one count of extortion.
Each extortion count carries a maximum penalty of 20 years in prison and a $250,000 fine. According to the Detroit Free Press, former officer Martin admitted to taking a $500 bribe in 2014 from an auto body shop owner in exchange for referring an abandoned vehicle to that shop for repairs. The paper reports that Martin’s plea deal said he would locate abandoned vehicles through his role as a cop, have them towed, and tell the car owners about where they could send their vehicles for repairs. Under the plea agreement, he faces 24–30 months in prison. Robertson, who the Freep reports admitted to accepting two $1,000 bribes, and Tutt, who admitted to taking two $500 bribes, also face 24–30 months in prison. Careathers, who admitted to pocketing one $1,500 bribe, faces 18–24 months. The retired officers will be sentenced in the new year, while the current officers are due to be arraigned tomorrow. “While these allegations are
troubling, we are relieved that this [is] bringing closure to a long standing issue that has plagued this department,” Detroit police Chief James Craig said in the joint-agency release announcing the charges. Last year, six Detroit cops were suspended for allegedly taking bribes from a tow company owner in exchange for funneling him work, that included towing stolen cars. It’s not clear if the officers accused of extortion involving auto body shops are the same officers at the center of the towing allegations. Two months ago, ex-Detroit police deputy chief Celia Washington, who resigned in March, was indicted for accepting bribes for helping the owner of multiple towing companies get more business from the police department. The owner of the towing companies was unnamed, but local towing mogul Gasper Fiore has been charged as part of the public corruption probe as well. We thank Detroit Metro News for reprint permission.
Fix Auto USA Adds Fix Auto Moorpark, CA, to Franchise
Fix Auto USA announced its continued expansion with the addition of Fix Auto Moorpark, bringing the total number of Fix Auto franchise locations to 120. Fix Auto Moorpark in Moorpark, CA, is the third location for coowners and operators Gary Bisgrove and Gary Hesselbrock. In April, Bisgrove and Hesselbrock joined Fix Auto USA with their two flagship locations, Fix Auto Oxnard North and Fix Auto Oxnard South, and have already grown their operations to require a third location to serve the greater Ventura County market. “When we made the decision to align our business with Fix Auto USA, we didn’t think we would find ourselves in a position to expand so quickly,” Bisgrove said. “The access to national insurance programs has been key to our accelerated growth. Before, we simply did not have any national-level visibility, and now we do.” “Allowing independent operators the ability to secure the future of their body shop and to leverage an established and respected platform for continued growth is just part of the value and promise we deliver,” stated Fix Auto USA President and CEO Paul Gange. “It’s remarkable to see their growth, and we’re excited to see them expand their operations.”
www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 25
Product and Process
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications, and is co-author of “The Secrets of America’s Greatest Body Shops.” She can be reached at sphillips.autobodynews@gmail.com.
Mitchell Products Created to Help Shops Deliver Proper, Safe Repairs with Stacey Phillips
Ten years ago, when a new automo- though it’s a little scary for some peobile was introduced to the market, the ple to think that a machine is going to repair of that vehicle was essentially be evaluating the images. What I ask the same as the previous year’s model. people is, ‘Would you prefer a ma“That’s no longer the case,” exchine that has actually been proven to plained Jack Rozint, vice president of be more accurate in photo-based sales and service at Mitchell Internaimage processing and has been trained tional. “New model vehicles are now on 500,000 similar types of damage, likely to include computers and elecor a human that may be new to the intronic systems that weren’t previously dustry and has never seen a damaged offered, and this means that new repair panel exactly like the one you are subprocedures are required. With the overmitting?’ riding challenge of the complexity of We have been working with a vehicles, at Mitchell we reccompany called Tractable. ognized the need to provide The project grew out of that our customers with the latest company looking for good vehicle information to help applications to apply artifithem deliver proper and safe cial intelligence, especially repairs. It is our number one with photo analysis, and how focus.” that might relate to the autoAs a result, the company motive claims process. The Jack Rozint, has introduced a variety of first iteration came out in the vice president of sales and service products over the last year, form of reviewing damaged at Mitchell particularly focusing on OEM panels and helping decide International repair procedures and how whether the panels should be these are integrated into Mitchell’s repaired or replaced. suite of products. Concurrently, the There are pros and cons to it, but company is moving its product suite to I think that overall, it’s going to help the cloud. [facilitate] more efficient processing “With applications in the cloud, of claims, which ultimately benefits we give customers a greater level of everybody. flexibility that is much easier to work With the changes in digital with than any desktop-based applicatechnology and using the cloud, tion—while we find greater scalabilwhat is the learning curve for shops? ity and an integration capability,” he said. At Mitchell, we see that as our Autobody News talked to Rozint challenge: How do we build about Mitchell’s latest initiatives and more powerful applications that are how the company is helping body easier for our customers to use? That shops deliver proper and safe repairs. is really the ultimate goal of any good What are some of the new technology company. You want to make something that is intuitive and products Mitchell has introeasy to learn, but you want it also to duced over the last year? be very powerful, flexible, scalable We had three industry firsts this and extensible, so that’s our design year. In addition to the Mitchell principle in everything we are doing. Diagnostics system and Mitchell Cloud Mitchell Diagnostics is a perfect Estimating, we had what I believe is example because it helps customers the first artificial intelligence platform address repair issues with complicated for the industry—Mitchell WorkCenvehicles. Because the application is in ter™ Assisted Review. the cloud, it allows us to share data With Assisted Review, we use arand information. We can enable a tificial intelligence—machine learn- process that is more efficient for those ing—to review photos of damage and repairing cars and processing claims. give advice and guidance to humans It’s so easy to use that virtually anyto help them with claim reviews. It’s body with just five minutes of training pretty interesting and exciting, al- can go out and do a pre-scan or a post-
scan on a vehicle. You can do it without even opening the hood and without getting dirty. It’s a very simple and easy-to-use product. If you have the training and the willingness, it has the capabilities to do some amazing things—such as the recalibration of a Ford F-150’s lane departure system. With Mitchell Cloud Estimating, we show users a four-minute training video, and we’ve seen them watch two minutes of that video and then start writing estimates. Then we come back a couple hours later, and they have written three or four estimates and are having a great time. There is literally no formal training required because anybody who is familiar with any estimating system can sit down with the new cloud product and get up to speed quickly. That’s a big deal, because there are people coming into the industry who don’t have 20 years of
Q:
Q:
A:
A:
26 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
The 2,940-square-foot Mitchell Technical Research Center in San Diego, CA
experience writing estimates. Our goal is to put together the solutions that have depth and features underneath, and at the same time include a user interface that is intuitive, easy to understand and use and doesn’t require a lot of training.
Congratulations on the recent Q: launch of Program Freedom. What are some of the benefits you can share about this initiative?
I’m really excited about ProA: gram Freedom. The complexity in our industry continues to grow
almost exponentially. As a result, carriers are attempting to process claims more efficiently, because the insurance industry is competitive like never
before. They are constantly looking at ways they can improve their policy holders’ service more cost effectively, and that leads to pressure on the collision industry to deliver more efficiently. Now we’re trying to deliver better service and repairs in an environment where the vehicle complexity is going through the roof. Each year’s models bring new challenges with repairability, whether it is recalibrating computers, bonding techniques, riveting, substrates, etc. It’s getting more complicated to repair vehicles today, which is requiring more training, equipment and tools. Program Freedom is based on Mitchell’s cloud-based estimating and communications platform. Repair facilities can choose to share data via EMS or BMS and decide which data fields are shared with each partner. We think this is fundamentally critical to the industry. In the past, shops have had the ability to share data with whomever they wanted. I believe the industry has benefited tremendously from being able to do that. At Mitchell, we think it should remain that way because it has worked well for the past 20 years, spawning innovation along the way. That’s what Program Freedom is about at its core—it’s an alternative where you can continue to share data with program administrators and service providers on your terms, without the limitation of proprietary protocols and closed data networks. We’ve also made a commitment to the industry that we are not going to charge transaction fees for running your business using our data. We believe Program Freedom offers collision repairers a higher level of control over their business data. When one dominant provider has the ability to control business transactions and data, it creates an environment that stifles competition, pricing goes up, and service goes down. We at Mitchell wanted to provide an alternative to that. See Products Created, Page 48
www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 27
Techs Teach Disadvantaged Youth How to Restore Classics Through NV Nonprofit by Victoria Antonelli
Volunteers from the collision repair and mechanical industry are teaching disadvantaged youth how to refurbish classic cars through a nonprofit organization called Team Restorations. Incorporated in Reno, NV, in June 2017 by Lanny Backes, Team Restorations plans to eventually auction off the finished hot rods and muscle cars before donating the proceeds to those in need. Autobody News reached out to Backes to learn more.
1. What is your background, and why did you decide to start Team Restorations? I spent 20 years in the commercial airline parts industry as a broker of parts, engines and aircrafts. In my 20s, I made a lot of money, and knew from that experience that it took more than just money to make me happy. My
ect car to donate back into our community, was formed. I saw a car go through the Barret Jackson auction a few years ago and it was for a charity. It auctioned for much, much more than the car was actually worth, so it inspired me years later to try and use this medium to raise capital for charities in our community.
2. Why automobile restoration? I’ve always been interested in classic cars, specifically muscle cars. My first car was a Volkswagen Beetle. I did a lot of work on that car [to make] it into a “Baja Bug” that my friends and I rode around the Arizona desert in for fun. When I was 15, my dad bought a ‘72 Chevelle that needed some work done. I later wound up with that ‘72 Chevelle and by the time I was done with it, it looked like a true SS and was a ticket-getter! I knew I enjoyed turn-
(l to r) Manny – Teen Challenge counselor; Teen Challenge Students – Jake, Clay, Justin, Andrew, Sebastian, Silas; Michael – Teen Challenge counselor; Ryan – Teen Challenge counselor; Chris Devine – Team Restorations, Vice President; Lanny Backes – Team Restorations, President; Kelly Enget – Volunteer, shop owner “Engines by Enget”
grandfather used to tell me, “Find something you love to do, and you’ll never have to work a day in your life,” and that kept coming to mind. Plus, there were much fewer opportunities making their way to the brokering sector. This forced me to make a decision on whether to stay in or begin looking for other work. I also severely damaged my lumbar spine, which affected my abilities. I had it surgically repaired/fused in February this year. I’m still recovering, but overall am at least able to walk a little better now. I had a little exposure to some nonprofit organizations here in Reno through When Charity Works, and they inspired me to explore what I could do for the community with my own nonprofit. Eventually, the idea of working with youth and teaching them the skills involved in restoring classic cars, and then utilizing the proceeds from the raffle or auction of the proj-
ing wrenches, and I always wanted to learn auto body and paint to round it out. I worked in a body shop for a few months about seven years ago as a way to learn the process. Three years ago, I did a complete color change paint job on my Toyota truck. I knew then that doing that type of work as a career was beyond my physical capabilities, but I really enjoyed doing it!
3. What types of projects do you do? We do complete frame-off restorations and resto mods on all of our projects. Besides refurbishing hot rods and muscle cars, we have built into our business plan a program that takes low-cost, economical family-type vehicles in on donation, and does necessary refurbishments to make them dependable, reliable, nice-looking daily drivers. They can then be used in a program that gets cars to families in need. We plan to complete a couple of cars per
28 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
year for this.
4. How many people work for the organization / how many volunteers do you have? Currently, no one is officially on payroll with Team Restorations. I have a few guys who will eventually become full-time in the organization, and as we grow we hope to be able to expand into new communities and offer jobs to some of our interns who come up through the program. Presently, we have four volunteers who are professional mechanics and/or auto body and paint technicians.
5. What are the backgrounds / age demographic of the volunteers and interns? The volunteers (teachers) we have up to this point range [in age] from mid30s to about 50. We have a paint pro from Coachcraft Auto Body, an engine builder from Engines by Enget, an ASE-certified master mechanic from Tires Plus and a couple of restoration specialists from Classic Rod Shop. I will be soliciting help from more shops once we [become] more established.
Our interns (students) are all young adults ranging [in age] from 14 to early 20s. The interns come from a completely varied background and demographic. However, most would fall under the “at-risk youth” classification, meaning their situations have put all of them in compromising positions at some point, so they aren’t in the mainstream of other peer students.
6. How can others get involved? The three organizations we are working with—Teen Challenge, The Children’s Cabinet and Inspire Academy—are the only organizations [from which] we have interns coming into the program at this point. Until we have the ability to field more projects, and have more volunteers and staff to lead the student interns, we will have to remain fairly closed [off from] taking anyone not in these existing programs. It is my hope that we can open up the program to offer opportunities to more young adults, but it will require a larger facility with more space, equipment and tooling, as well as staff. For volunteers, any professional repair and maintenance technicians in-
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terested in working with our youth and leading them in restoration is encouraged to contact us so that we can discuss the program with them further and figure out a good fit for them.
7. What do the volunteers have to complete during a typical project? The project cars are completely disassembled by the interns, and all parts are properly inventoried for the reassembly process. The body repairs include typical dent repairs, filler application and block sanding prep. Cutting and welding replacement panels and floor pans will be taught to and performed by interns as well. Primer and paint application and finish are also going to be
work, we will also be teaching engine and drivetrain, suspension and brakes, and electrical as we completely go through each restoration. Once an intern has been through a couple of complete projects, they will have good resume material for getting jobs within the auto body repair and paint industry. At the very least, they should be able to find an apprentice position. We will also be funding a scholarship program for those who want to further their formal education and training.
8. Do you have partnerships with collision repair-related businesses? We do have some partnerships forming with local companies like Sierra Invisible Shield, Coachcraft Auto Body, Classic Rod Shop, Tires Plus, Engines by Enget, Hot August Nights and MAG Auto Auctions. We still have needs for tooling, equipment and cash donations, as well as project cars and trucks. We also haven’t yet made a decision and activated an insurance policy. The “interns” typically refurbish classic cars and hot rods Since those run annually with taught and performed by all interns. payment in advance, we have been Along with the body, paint and interior holding off until we are ready to begin
working in the shop.
9. Anything else you’d like our readers to know? I want to thank Aaron Valencia of Lost Angels Children’s Project in Lancaster, CA, for his inspiration and also for leading the way in his community. I found Aaron in May this year while trying to find other companies doing what Team Restorations plans to accomplish, and I believe Aaron is the only other one in the country! When we spoke over the phone, his enthusiasm for what we were getting ready to launch was awesome, and seeing his success helped us know that it could truly be done. Most of the owners of classic cars today are either baby boomers or their children, and Team Restorations aims to pass the torch on to the millennials with the hope that we can help keep these cars alive well into the future. How else can we keep the love for these cars alive if we don’t create the passion within them from an early age?
To learn more about Team Restorations and how to support its cause, contact Lanny Backes at lanny@team restorations.org.
Driver Crashes Into Body Shop in Portland, OR by Staff, KATU
A driver may have fallen asleep behind the wheel during the early morning of Nov. 26 when he crashed into an auto body shop in southeast Portland, OR.
Credit: Portland Police
Police reported the crash about 2:50 a.m. at Epic Auto Body on SE Foster Road. It appears the driver crashed into the front windows of the business, damaging both the building and the vehicle. Officers found the driver a few blocks away. He was taken to the hospital for an evaluation. According to Portland Police, it looked like the driver fell asleep. We thank KATU for reprint permission.
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www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 29
OE Shop Certification
Gary Ledoux is an industry veteran with 48 years’ experience in the automotive and OEM collision parts industry. His column appears exclusively in Autobody News. He can be reached at YesterWreck@yahoo.com
OE Shop Certification Programs - American Honda with Gary Ledoux
Welcome to the first of what will be a series of articles on one of the hottest topics in the collision industry today, OE shop certification programs. For our first one, we spoke with Rossana Alvarez, Assistant National Manager for Collision Parts Marketing for American Honda. ABN: Does your program have a specific name?
American Honda: The full name is ProFirst Certified Body Shop program, more often referred to as simply “ProFirst.” The program was introduced at the Northeast Trade Show on March 18, 2015 but the official launch date was April 1, 2015 to coincide with our fiscal year.
ABN: What is the main purpose of the program?
American Honda: As stated in our program term and conditions, the purpose of the ProFirst Certified Body Shop Program is three-fold:
■ Promote the correct, complete, and safe repair of Honda and Acura vehicles. ■ Provide support to those collision repair businesses who have demonstrated a commitment to a high level of customer care and satisfaction. ■ Provide Honda and Acura owners with a high level of confidence that their collision-damaged vehicle will be repaired in a complete and safe manner.
ABN: What are the program requirements?
American Honda: First and foremost the shop must be an I-CAR Gold Class shop or, as an alternative, be a VeriFacts VQ or Medallion shop. About 90 percent of our shops are Gold Class, about five percent are VeriFacts shops and five percent are both. We also have some OE-specific training that must be completed and maintained. This includes six on-line classes, developed by Honda and administered by I-CAR that must be completed by at least one estimator, and two steel-structural technicians or
one steel structural and one steel nonstructural technician. We have a rather lengthy tool and equipment list that the shop must have. However, we do not specify a brand of equipment, only that whatever the shop has meets our specifications. The shop must have a CSI system although we do not specify the provider. We know there are several out there and some of our dealer-shops have their own and I know some of the MSO’s have their own. We simply feel that the shop owner or manager must be aware of how his customers feel about their experience with the shop. We don’t have specific facility requirements but we expect the shop to be clean and professional looking and customer-centric where it needs to be. ABN: What are the program benefits?
American Honda: Each shop receives the following:
■ Wall plaque which is replaced each year ■ Outdoor metal sign ■ Use of the ProFirst logo on the shop’s website and social media sites ■ Free access to Honda/Acura repair information ■ Free access to Honda/Acura parts catalogs ■ Their shop’s name listed as a search result on American Honda’s ProFirst Shop Locator, which is located on American Honda’s parts and service consumer web site (owners.honda .com/parts-service/), and American Honda’s collision web site (collision .honda.com) ■ Free access to a technical help line which will go all the way to Japan if necessary ■ Honda and Acura owners can have their collision-damaged car towed free to a ProFirst shop if the vehicle is still under warranty and under the Roadside Assistance program ■ Shops receive several free collateral advertising items including consumertargeted brochures, a poster, and window-clings ■ Shops have exclusive access to a Los-Angeles based vendor who can provide various promotional items em-
30 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
blazoned with the ProFirst logo and the shop’s name. ■ Each shop receives the ProFirst Quarterly magazine free
ABN: Are any shops specifically ineligible?
American Honda: Our program is limited to US shops and dealers. We occasionally get calls from shops or dealers in Canada. Honda Canada has their own program, also called ProFirst, but it is under their own auspices. Other ineligible shops include those that cannot or will not meet Honda’s requirements.
As an adjunct benefit, for about two years, American Honda has been promoting ProFirst shops in two of the insurance industry’s leading magazines. ABN: What shops are eligible?
American Honda: Both dealer-owned and independent shops are welcome as long as they meet the program requirements.
ABN: What is the fee for the program? / Does the program run on an annual basis?
American Honda: The annual fee is $2700. It is the same for both dealer and independent shops.
ABN: Must an independent shop be sponsored by a dealer? (If so has that caused any problems?)
ABN: Do you inspect every shop and if so, who does the inspections?
American Honda: We went that route with a prior “recognized” program and yes, there were problems so we chose not to do that again.
American Honda: Every shop is inSee Certification Program, Page 56
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Please contact these dealers for your Honda or Acura Genuine parts needs. HO N D A AL AB A MA
FL O RIDA
FLOR IDA
GEO RG I A
Freeway Honda
Classic Honda
Rick Case Honda
B ir m in g h a m
O r l an do
Davie
Bu f ord /G win net t
800-987-0819 205-949-5460
888-893-4984 407-521-1115
877-544-2249
678-318-3155
Dept. Hours: M-F 7:30-5 greg_thomas@freewayhondaal.com
Dept. Hours: M-F 7-7; Sat 8-4 parts@classichonda.com
Dept. Hours: M-F 7-7; Sat 7:30-4 robbutton@rickcase.com
Dept. Hours: M-F 7-7; Sat 7-5 cdunlap@penskeautomotive.com
South Motors Honda
Milton Martin Honda
Jerry Damson Honda
Coggin Deland Honda
M ia mi
Gain esv ille
Hu n t svil le
D e la nd
800-264-1739 256-382-3759
800-758-0007 386-626-1811
888-418-3513 305-256-2240
770-534-0086 678-989-5473
Dept. Hours: M-F 7-5:30; Sat 8-4 Rkeel@damson.com
Dept. Hours: M-F 7:30-6; Sat 8-5 gbennett@cogginauto.com
Dept. Hours: M-F 8-7 mfranceschi@southhonda.com
Dept. Hours: M-F 7:30-6 robertthomas@mmhonda.com
FL O RI D A
AutoNation Honda Clearwater Cle a rwa t er
GEOR GIA
Honda Mall of Georgia
Nalley Honda
Ed Morse Honda
Carey Paul Honda
Un ion City
R i v i e ra B ea ch
S ne ll vi ll e
800-232-1098 561-844-8089
770-985-1444
866-362-8034 770-306-4646
Dept. Hours: M-F 7-7; Sat 7-6 gperkins@careypaul.com
Dept. Hours: M-F 7:30-7; Sat 8-5 hondawp@nalleycars.com
Ed Voyles Honda
Southern Motors Honda
888-205-2564 727-530-1173
Dept. Hours: M-F 7:30-6; Sat 7:30-5 tonyrocha@edmorse.com
Dept. Hours: M-F 7-7; Sat 8-5; Sun 10-3 santosr1@autonation.com
Headquarter Honda
M ar i e tta
Savann ah
C l e r mo nt
AutoNation Honda Hollywood
800-497-2294 407-395-7374
800-334-3719 770-933-5870 Direct
888-785-8387 912-925-1444
Dept. Hours: M-F 7-7; Sat 7-6 hondaparts@edvoyles.com
Dept. Hours: M-F 8-6; Sat 8-5 angela@southern-motors.com
Ho ll ywo od
800-542-8121 954-964-8300 Dept. Hours: M-F 7-7; Sat 7-5; Sun 9-5 hernandeze@autonation.com
Braman Honda of Palm Beach G re en a c re s
888-479-0695 561-966-5185 Dept. Hours: M-F 7:30-6; Sat 8-4:30 parts@bramanhondapb.com
Dept. Hours: M-F 8-7; Sat 8-5 pepe.guevara@headquarterhonda.com
Gerald Jones Honda Hendrick Honda Bradenton
A ugus ta
B rad e nto n
800-733-2210 706-228-7040
877-706-2021 941-752-2123 Dept. Hours: M-F 7:30-7; Sat 8-4 Kris.kitzman@hendrickauto.com
Dept. Hours: M-F 7:30-6; Sat 8-5 tdunn@geraldjoneshonda.com
Gwinnett Place Honda Holman Honda of Ft. Lauderdale F t. L au de rd a le
888-792-7189 954-763-7157
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Patty Peck Honda Rid g elan d
800-748-8676 601-957-3400 Dept. Hours: M-F 7:30-6; Sat 8-5 pmartin@pattypeckhonda.com
Dul uth
800-277-8836 678-957-5151 Dept. Hours: M-F 7:30-6; Sat 8-5 gphwholesaleparts@hendrickauto.com
Dept. Hours: M-F 8-5:30 rguido@holmanauto.com AC U R A AL AB A MA
FL OR IDA
GEOR GIA
GEO RG I A
Jerry Damson Acura
Duval Acura
Jackson Acura
Hu n ts vi lle
J ack so nv il le
Ro swe l l
Savann ah
800-264-1739 256-533-1345
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Dept. Hours: M-F 7-5:30; Sat 8-4 Rkeel@damson.com
Dept. Hours: M-F 7-7; Sat 8-5 Cecil.adams@duvalacura.com
Dept. Hours: M-F 7-6; Sat 7:30-6 kmcmillan@jacksonacura.com
Dept. Hours: M-F 7:30-6; Sat 8-5 travis.morrison@southernmotors.com
Rick Case Acura
Nalley Acura
FL O RI D A
Acura of Orange Park J a cks on v ille
888-941-7278 904-777-1008 Dept. Hours: M-F 7-8; Sat 7-5; Sun 9-3 msweeney@acuraoforangepark.com
F o rt La u de rda l e
M ar i e tta
800-876-1150 954-377-7688
800-899-7278 770-422-3138
Dept. Hours: M-F 7:30-6; Sat 8-5 rubenramos@rickcase.com
Dept. Hours: M-F 7-7; Sat 7-5 byoung@nalleycars.com
32 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
Southern Motors Acura
N O. C AR O LI NA
Flow Acura Win st on -Salem
800-489-3534 336-761-3682 Dept. Hours: M-F 7:30-6; Sat 8-1 www.flowacura.com
NO . CA R O LI N A
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VIR GIN I A
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Bill Gatton Honda
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800-476-9411 828-684-4400
336-841-6200
800-868-4118 423-652-9545
800-277-0598 540-213-9016
Dept. Hours: M-F 7:30-5:30; Sat 8-1 hondaparts@billgattonhonda.com
Dept. Hours: M-F 7:30-5:30; Sat 9-5 bwimer@myvalleyhonda.com
Wolfchase Honda
West Broad Honda
Dept. Hours: M-F 8-5; Sat 8-4 appletreeparts@hotmail.com
Crown Honda Southpoint Du r h am
855-893-8866 919-425-4711 Dept. Hours: M-Thu 7-11; Fri 7-6 Sat 7-5; Sun 11-5 www.southpointhonda.com
Hendrick Honda Ch a r lo t t e
800-277-7271 704-552-1149 Dept. Hours: M-F 7-7; Sat 8-5 rob.thomas@hendrickauto.com
Leith Honda R al ei gh
800-868-6970 919-790-8228 Dept. Hours: M-F 7-7; Sat 7:30-5 parts@leithhonda.com
McKenney-Salinas Honda G as to n i a
888-703-7109 704-824-8844 x 624 Dept. Hours: M-F 7:30-5:30 parts@mshonda.com
Metro Honda I nd ia n Trai l
866-882-9542 704-220-1522 Dept. Hours: M-F 6:30-6:30; Sat 7-4 www.copytk.com
NO. C AR O L IN A
Dept. Hours: M-F 7:30-6; Sat 8-3 SO . CAR OL INA
Breakaway Honda G ree n vi ll e
800-849-5056 864-234-6481 Dept. Hours: M-F 8-6; Sat 8-5 fmarshall@breakawayhonda.com
Midlands Honda C o l u m bi a
877-273-4442 803-691-8585
Ba r tle t t
Rich m ond
800-982-7290 901-255-3780
800-446-0160 804-672-8811
Dept. Hours: M-F 7-7 ekerr@wolfchasehonda.com
Dept. Hours: M-Thu 7:30-6:30; Fri 7:30-6; Sat 8-3; Sun 11-3 wbhonda@aol.com
VIRGINIA
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Dept. Hours: M-F 7-7; Sat 7-4 www.copytk.com
800-277-2122 757-687-3453
Piedmont Honda
Dept. Hours: M-Sat 7:30-6 honda.checkeredflag.com
A n de r so n
800-849-5057 864-375-2082 Dept. Hours: M-F 7:30-6; Sat 8-5 swhite@piedmontcars.com TE NNES SEE
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800-264-4721 865-970-7792 Dept. Hours: M-F 7:30-6:30; Sat 7:30-5 parts@airporthonda.com
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800-564-9836 804-414-1960 Dept. Hours: M-F 8-7; Sat 8-4 rreese@i95honda.com
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800-482-9606 757-431-4329 Dept. Hours: M-F 8-7; Sat 8-5 fox@hallauto.com
K n ox v i l l e
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800-824-1301 865-218-5461
703-690-7777
Dept. Hours: M-F 7:30-6 rossd1@autonation.com
TE NNE SS EE
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VIRGINIA
Hendrick Acura
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F a ll s C hurch
800-768-6824 704-566-2288
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800-550-5035 703-824-5785
Dept. Hours: M-F 7:30-6; Sat 8-5 justin.taylor@hendrickauto.com
Dept. Hours: M-F 7:30-6; Sat 8-2 jtrail@garyforceacura.com
Dept. Hours: M-F 7:30-6; Sat 8-6; Sun 10-5 jimgraf@radleyauto.com
Leith Acura Ca r y
800-868-0082 919-657-0460 Dept. Hours: M-F 8-6; Sat 8-4:30 parts@leithacura.com
Valley Honda
Radley Acura
VI RG INIA
Karen Radley Acura Woo d br i d ge
800-355-2818 703-550-0205 Dept. Hours: M-F 7:30-5:30; Sat 8-3 coreythompson@radleyautogroup.com www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 33
Historical Snapshot
—John Yoswick is a freelance writer based in Portland, Oregon, who has a body shop in the family and has been writing about the automotive industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com). Contact him by email at jyoswick@SpiritOne.com.
Database Enhancement Gateway Got its Start 10 Years Ago with John Yoswick
20 Years Ago in the Collision Repair Industry (January 1998) One insurance company is not only calling for the use of non-deployed airbags from salvaged vehicles, but is actually selling the units to repair shops.
Collision Industry Conference (CIC) attendees 15 years ago had a chance to compare three salvage decklids that a shop ordered from three different suppliers and brought to CIC for review
At the Collision Industry Conference in Las Vegas, Earl Cameron of Saskatchewan Government Insurance (SGI) said his company has been selling airbag units to repairers from SGI’s salvage vehicles for about a year. SGI insures all of the 860,000 vehicles in the Canadian province. Like insurers in other provinces, SGI meets regularly with auto dealer and repair shop associations to reach agreements on REITs, repair practices, etc. But unlike most other insurers that sell salvage vehicles whole, SGI dismantles its salvage vehicles and sells parts, including airbags. “Because of our unique position of having these parts available, because of the concerns of controlling our claims cost, when we met with the repair industry, we made an agreement that for vehicles where the airbag had been deployed, we would provide recycled airbags that we were in possession of for the exact make and model
of that vehicle, including color match,” Cameron said. “We started that at the end of 1996, and it was well-received by the repair industry. What we are trying to do is repair as many vehicles as possible. The more total losses we have, [the more] our costs go up. The more vehicles we repair, the happier our customers are, and certainly the happier the repair industry is. It’s a win-win situation. “One of the other reasons that we wanted to use these up is that the airbags that were undeployed had been sold, and SGI had no way of knowing where they were going, whose vehicle they went on, and whether the customer actually knew they were getting a used or undeployed airbag. So by doing this, we provide the airbag to the repairer. The industry acceptance of that is because we’re providing the airbag, we know which vehicle it came off of, how many miles are on it [and] what type of accident it was in. That was the control they wanted from us to make sure they weren’t getting an airbag that may have been damaged or not properly stored.” Cameron admitted that his company has not done any crash testing of vehicles in which the undeployed airbags were installed. – As reported in Collision Expert. No major U.S. auto insurers have moved toward calling for the use of salvage airbag modules.
15 Years Ago in the Collision Repair Industry (January 2003) Auto recyclers had to cringe at the results of a Collision Industry Conference (CIC) committee’s latest demonstration. As it did earlier this year, the CIC “Parts and Airbags Committee” had a local shop order the same type of part—in this case, a decklid with taillights for a 1990 Honda Civic— from three different salvage yards. The shop was asked to use yards it normally does business with, and not to disclose that the parts were being used in a CIC demonstration. All three of the parts that arrived and were displayed at CIC would pose challenges for the collision repairer, according to Jeanne Silver, co-chair
34 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
of the committee. One was a 1998 Honda decklid, which would’ve fit the vehicle, but was not the same model year or newer as required by some insurers. It also took two business days to arrive at the shop, and while the auto recycler described the part as [being] in “good condition,” many at CIC described it as having “light damage.” One of the other parts, which arrived the day after it was ordered, was in good condition but was even older (1997), arrived with no taillights, and was identified on the invoice as a 1998 part with taillights and hinges (also missing). Based on the lack of a VIN sticker and its significantly lower mill thickness of paint, the third part was determined to be an OEM service replacement part that had been previously repaired. Also described by the salvage provider as being in “good condition,” the decklid had a damaged
taillight, and collision repairers used such words to describe the overall condition as “moderately damaged” and “junk.” On the upside, it arrived at the shop just two hours after it was ordered. Silver said any number of problems with the decklids – their age, condition missing parts – could’ve created cycle time delays for the shop. – As reported in Autobody News
10 Years Ago in the Collision Repair Industry (January 2008) Three collision repair associations are jointly launching what they foresee as a key tool in helping the industry improve the accuracy and fairness of the estimating databases. After more than a year of planning and development, the Database Enhancement Gateway (DEG) is going live with its website, providing a single place for anyone in the industry to submit requests for reviews of
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labor times or operations in any of the “Big Three” estimating databases. “This is to help people who use these products when they have a question about a labor time, missing parts or inaccuracies that they feel are in a database,” said Lou DiLisio, an industry consultant who helped create the DEG. “This is for everyone in the industry: insurance companies, repairers, whoever uses the products.” The DEG also announced at the recent Collision Industry Conference (CIC) that it has hired a full-time administrator to track and follow up on requests submitted. Aaron Schulenburg, who has experience as an insurance field appraiser and collision repair shop manager and consultant, has been named to lead the DEG. The DEG has been created and funded to date by three associations: the Automotive Service Association (ASA), the Alliance of Automotive Service Providers (AASP) and the Society of Collision Repair Specialists (SCRS). Although users of the estimating databases have always been able to submit “requests for review” to the database providers, the process has not always been simple or easily accessi-
ble.
The idea behind DEG, DiLisio said, grew out of an effort by March Taylor, a Hawaiian shop owner who died this past August and who had begun using the CIC website in 2001 to assist with the submission and tracking of requests for reviews to the three
In 2008, Aaron Schulenburg was named the first administrator for the Database Enhancement Gateway, about a year before he became executive director for SCRS
information providers. “We’ve basically picked up where the efforts of March left us,” DiLisio said at CIC. “He would spend countless hours going through database inquiries, making sure they were valid
and sending them on to the information providers, following up on them and getting back to the people who sent them in. All in all, it helped improve the accuracy of the database.” The DEG has worked with the information providers to develop a common electronic form that all three will accept for request for reviews. The website will assist shops in submitting the necessary information, and responses and any responses or resulting changes will be tracked, published and logged. – As reported in Directions. Ten years later, the DEG (www.DEGweb .org) has processed more than 11,500 inquiries. Schulenburg left his position with the DEG after about a year to become executive director of SCRS.
5 Years Ago in the Collision Repair Industry (January 2013) I-CAR welding trainers say one of the first and most important steps to good welding may be the most-often skipped: making some practice or test welds each time. I-CAR’s Jeff Peevy said conducting some practice welds on the same type of material as on the vehicle helps ensure the welder is dialed in
properly. The practice welds can be destructively tested—the only sure way to check if a weld is proper. Clifton Meaders, a claims supervisor with California State Automobile Association (CSAA), said he has asked during reinspections of repaired vehicles to see the destructive test welds a technician made, but they rarely can produce them. “That’s one of the things we see as well,” said Mark Olson of VeriFacts Automotive, which conducts in-shop technical audits and training. “The destructive tests are just not there. It’s not being done.” – As reported in CRASH Network (www.CrashNetwork.com), January 14, 2013. Peevy is now with the Automotive Management Institute, and Olson is now with Vehicle Collision Experts, LLC (VECO Experts). A 2017 “Who Pays for What?” survey (www.crashnetwork.com/collision advice) found that 22 percent of shops that perform and invoice for “set-up and perform test welds” say they are paid “always” or “most of the time” by the eight largest auto insurers; about three-quarters of shops said they have never asked to be paid for that procedure.
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Product Innovation Former Body Shop Owner Invents Photo Estimating App with Ed Attanasio
Ryan Taylor, 37, has 20 years of experience in the collision repair industry—which means he started his career when he was a teenager. In fact, he said, he opened his own shop in Vancouver, Canada with a little knowledge and a passion to succeed when he was just 17. “I started fixing dents when I was 14 and left home at 16,” Taylor said. “I began working for a dealership doing entry-level tasks in a service depart-
Ryan Taylor, a former body shop owner, invented Bodyshop Booster in 2009, an app that streamlines the estimating process for both customers and shops
ment, and after a while I began a little operation in the back of the dealership doing PDR and minor collision repair on cars, and it grew from there.” Taylor was waiting for school to start at the University of Victoria to pursue a business degree, but in the interim he decided to further pursue his modest business. “I needed a facility, so I got one, and then when the time came for me to go to school, I thought, ‘Why do I need a business degree [when] I own a business?’ So, I never did get that business degree, but things worked out anyway,” he said. The lack of a college degree didn’t dissuade Taylor, because by 2010, he had eight locations performing collision repairs and a catastrophe-response division performing hail PDR throughout Canada. In addition to the shops, the niche he and a partner developed involved repairing large fleets for car manufacturers in huge numbers, ranging from 500 all the way to 20,000. In 2014, Taylor had an opportunity to sell the business and began working on Bodyshop Booster, a concept he began back in 2009 when he started using it at his shops.
“We were looking for a tool that would give us a competitive advantage and provide convenience for our customers,” Taylor said. “The best way to describe it is Netflix vs. Blockbuster. For the average person today, to get an estimate from a body shop, you have to do it during business hours and take half a day off from work. So it’s a big commitment to get an estimate, but it really does not have to impede the [repair] process by using our very intuitive photo estimating app.” The timing was right—The technology and the need for Taylor’s app fortunately converged. “The rise of the photo applications started when some of the insurers (State Farm and All State, for example) came out with their own, and we saw that there were issues with many of them,” he said. “One of the main problems is the fact that customers inherently had no idea how to take a good photo with their phones. Invariably, they take a photo from 2–3 inches away and then the people at the shop are trying to build an estimate based on these poor-quality photos. What ends up happening is that the estimator will write a sheet that is lower than it should be. If you talk to any shop in this situation, you will hear their complaints about how low the estimates are based on these photos. “Shops ask us all the time about what they should do when customers walk in and say that they just want an estimate. So, we instruct them to say, ‘I’ve got your VIN number and I’ll look up all your information, but to save time, did you use an insurance estimate app to settle the claim on your vehicle?’ Since we have their VIN number, the customer is going to be forthright in most cases. We then tell [shops] to explain to the customer that if we find more damage, we can supplement the claim. So we’ve opened up that conversation, and now the shop has the information it needs to do a fair estimate.” Bodyshop Booster is all about making business easier, so Taylor created a “frictionless system,” he said. “Since I am in Canada, I often use an example by comparing some shops with beaver dams,” he said. “You have
38 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
a river flowing and there are beaver dams all along all the way. All that does is restrict the flow, so at the very bottom of the stream, you have a trickle where you should have a river. It’s no different when customers are looking for an estimate. The shop is only open 8 a.m. to 5 p.m., and many people work; the customer has to drive to the shop and wait to get the estimate. All of these obstacles are being put in front of the customer and making the process more difficult. So, the concept behind Bodyshop Booster is to eliminate the beaver dams, resulting in a better flow of customers.” From the very beginning, Taylor and his team have done everything they can to make the app easy for shops and their customers to use, he said. “In just seconds, we can switch them over to Bodyshop Booster,” he said. “There are no downloads, passwords, you don’t need to go to the app store—it’s instantly in there within 2–
3 seconds. This tool uses a system called ‘guided discovery’ that takes the customer through the process of taking a series of photos of their vehicle in a way that [allows us to] accurately assess the damage. It allows us to evaluate the damage remotely and in most cases, we are able to get the customer in for a repair appointment without ever having to come to the store first.” By using Bodyshop Booster, a shop can also qualify a customer quickly, Taylor said. “A shop that uses our app can tell upfront from their photos whether it’s a job they want to do—such as a rust job, a restoration or a total loss,” he said. “By using the app, they can know right away and it allows them to cherry pick the marketplace. It becomes a very powerful tool as a result. No one has ever used Netflix and then said, ‘I can’t wait to go back to Blockbuster.’ Bodyshop Booster is the Netflix of the collision business.”
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What Shop Owners Can Do When Told Their Severity Is Too High by Autobody News Staff
Nearly 20 years ago, Tim Ronak said he was frustrated with the way shops were being judged on KPIs. “I saw an irrational behavior as a result of a purported truth when shops didn’t conform to a specific statistic or negatively performed when compared
to that measurement. I felt that in many cases, the statistic benchmark didn’t have any validity,” said Ronak, senior services consultant for AkzoNobel. “Shops were frantically trying to move a number they weren’t able to move, and this is particularly true when discussing severity.”
Las Vegas, Ronak asked a room full of collision repairers, “Have you ever been told your severity is too high? Absolutely—I know [that] everyone here who has run a shop has been told that at one point or another.” What Ronak found over the years is that “typically, severity is too variable to actually be used to meaning-
fully measure performance.” He helped SEMA attendees understand how severity is calculated and addressed what shops can do when told their severity is too high. The following information is from Ronak’s SEMA presentation “Severity—Why It Does Not Matter and
pre-loss condition.
What is important to underQ: stand in terms of severity? Vehicles aren’t built the same way as they were in the past. A: Each one has its own unique set of cir-
cumstances when it comes to repairs. No longer is it one size fits all. According to Thatcham Research Centre, a think-tank study group funded by the insurance industry in Europe, OEMs must lower collision repair costs. “The average repair bill has risen by 32 percent over the last three years,” said Thatcham CEO Peter Shaw in a statement. “This has been driven by the repairability of parts such as headlamps, increasing complexity of vehicle materials and technology and the rising cost of spare parts, influenced to some extent by currency fluctuations. Vehicle manufacturers must bring these costs under control.” Thatcham is the United Kingdom’s version of the Insurance Institute for Highway Safety, and also researches and develops repair procedures.
If costs are rising and they are comparing your shop with historical data, what does the current data look like? How could you not have your severity too high in a rising environment? It’s mathematically impossible, yet it seems that everyone on DRPs are beaten into submission by a range of statistics they can’t directly change. Frequency is up and severity is up. With both of those rising, we’re going to see higher severity amounts and even more claims. This will create more pressure to ‘manage’ to an ‘unmanageable’ target.
When it comes to KPIs, is an Q: “average” a meaningful performance measure?
In statistics, there are three A: measures of what is called central tendency—the typical value in the distribution that describes the way in which a group of data cluster around a central value. There is the mean, the arithmetic average of all values; the median, the midpoint of values; and the mode, the most frequently occurring value.
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As a result, about 10 years ago Ronak wrote an article titled “Does Severity Matter” as a tool to help people understand the statistics on which shops are being evaluated. “You have a right to understand what they are and how to interpret it,” he said. “If it’s an arbitrary measurement, you need to call it what it is.” During the SEMA 2017 Show in
What to Do About It!” The presentation was part of the SCRS Repairer Driven Education series.
Q: In the context of this discusA: sion, severity is the cumulative costs associated with effecting repairs What exactly is “severity?”
to a damaged vehicle to restore it to its
40 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
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What I found from my research over the years is the mean is not a reliable or meaningful measurement. Think about the repair of a Maserati, a Cadillac and a Ford. As an industry, we have variability among the type of
work that we do. Additionally, if we align manufacturer context, all Cadillacs do not run into the same tree at the same speed! In a normal distribution, there is a concept of standard deviation, which measures the quality of an average. In a normal distribution, the
standard deviation will be around 3040 percent of the value of the mean, both above the mean and below the mean. The key point is that any random data set will vary around that central value both above and below
until it contains the ‘majority’ (+68 percent) of the observed values. This ‘normal distribution’ typically only occurs when enough data is present (typically more than 1,000 observations) and the population the data is pulled from is completely random. In a financial environment where de-
ductibles affect the number of submitted claims, the data loses this ‘random’ status and could be potentially skewed as a result. This affects the QUALITY of the arithmetic mean as a KPI measurement. For example, if an insurer with a VERY large $5,000 claim data set for a current month in your immediate local area has a $3,000 average RO value for vehicles it purports to have paid repairs on, one-third (1 standard deviation) of that is about $1,000. This means if their data strictly followed a normally distributed pattern, 68 percent of all of the cars repaired would range between $2,000 and $4,000) following +/- 1 standard deviation of the normally distributed data. In this case with a perfect normally distributed dataset if an individual shop has an average severity of $3,600, you’re within one standard deviation above the calculated arithmetic mean. That’s 68 percent of all the data. The majority of the data would support the fact that $3,600 is not out of line, as it does not vary more than the 68 percent majority. Statistics are only as good as the data you gather. Otherwise, you can’t use it as any kind of a measure.
What is important for a shop to Q: know in order to find out if the data is meaningful?
Sample size matters! The data A: analysis is dependent on the amount and quality of data that you
have. Smaller sample sizes typically have wider variability. This reduces the validity of the data as a meaningful performance measure. For any arithmetic average to be meaningful, the sample sizes need to be larger than 1,000. For data sets where there are fewer than 1,000 individual values, you need to ‘test’ the data to determine the reliability of the calculated average mean as a representative KPI.
How can KPI data be tested Q: using standard deviation? All of a shop’s data varies A: around a central value called the ‘mean.’ One test that can be used to assess the reliability of a particular KPI is a standard deviation calculation. This determines how far a particular KPI can vary above and below a particular central value while still including the majority of all that data— See Severity, Page 44
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Industry Insight
—John Yoswick is a freelance writer based in Portland, Oregon, who has a body shop in the family and has been writing about the automotive industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com). Contact him by email at jyoswick@SpiritOne.com.
Recent ‘Who Pays for What?’ Survey Looks at Scanning, Frame, Mechanical Operations with John Yoswick
More shops are charging and getting not differentiating between pre- and paid for post-repair “health scans” of post-repair scans,” Mike Anderson of vehicles than they are pre-repair scans, Collision Advice, co-creator of the but both procedures are increasingly “Who Pays for What?” surveys, said. being done and being paid for, accord“So while a direct comparison to preing to recent “Who Pays for What?” vious results isn’t possible, it’s intersurvey findings. esting to note that in 2016, more than The first of the 2018 quarterly one-third of shops said they had never “Who Pays” surveys, which is focused asked to be paid for any vehicle scan. on refinish operations, is being conThis year, only about 12 percent of ducted throughout the month of Janushops said they have never asked to be ary. Click here (https://www.crash paid for a post-repair scan.” network.com/collisionadvice) for more Among those shops that have neinformation or to take the surgotiated to be paid for pervey. forming these scans, 64 Each of the quarterly percent are paid “always” or surveys, conducted by Colli“most of the time” by the sion Advice and CRASH eight largest auto insurers to Network, focuses on a differperform the post-repair scan, ent aspect of collision repair. and 51 percent are paid “alOne of the 2017 surveys ways” or “most of the time” Mike Anderson looked at frame and mechanfor scanning the vehicle preical operations, including vehicle repair. A year earlier, only about 41 perscanning. Nearly 800 shops across the cent of shops said they were paid country responded to that survey, “always” or “most of the time” for eiwhich asked shops what procedures ther pre- or post-repair scans. they bill for, and about how frequently In terms of other frame and meeach of the largest auto insurers pays chanical labor operations, about 51 for those procedures. The surveys, percent of shops say they are paid “alwhich have been conducted since ways” or “most of the time” to pres2015, consistently find that more than sure test and purge a vehicle cooling 85 percent of participants say they are system when necessary as part of a reusing the surveys to improve their port, yet more than 40 percent of business. shops acknowledge never having Last summer’s frame and me- billed for this not-included procedure. chanical “Who Pays for What?” surAnderson said it’s become increasvey found that about 1-in-5 shops said ingly important to check the OEM rethey have never charged for (so perpair procedures in relation to testing haps haven’t performed) a pre-repair and purging cooling systems.
About 51 percent of shops report being paid “always” or “most of the time” for “pressure test / purge a vehicle cooling system,” up from 45 percent in 2016, yet the “Who Pays for What?” survey also found that more than 2-in-5 shops say they’ve never billed for that procedure when it was necessary and completed
vehicle scan, compared to only 1-in10 shops who said they have never charged for a post-repair scan. “In previous surveys, we asked more general question about scanning,
“Many automakers are now using electronic check-valves on their cooling systems,” he said. “You can’t just manually bleed those cooling systems any more. You need to use a scan tool
42 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
to initialize an electronic check-valve. So the labor time for this may vary based on whether this procedure can be done manually, versus requiring a scan tool.”
steering angle neutral point. That’s why it’s a procedure that was asked about on the “Who Pays for Survey?” While 80 percent of shops nationally are paid “always” or “most
The “Who Pays for What?” surveys have found that while ALLDATA continues to be the most widely used source of OEM repair information for collision repair shops, the automaker websites and I-CAR’s “Repairability Technical Support Portal” have gained in usage over the past two years
The cooling system procedure was among those for which more shops reported being paid regularly compared to the previous year’s survey (a 5.9 percentage point increase). More than 40 percent of shops said State Farm always pays for this procedure when it is necessary, performed and billed for; among the top
of the time” to disconnect and reconnect the battery when it is necessary and included on the invoice, about 10– 12 percent of shops acknowledged they have never even negotiated to be paid for this procedure. This is despite the fact that it is clearly often required by the automaker, such as when welding on a vehicle.
Two-thirds of shops sublet out wheel alignments, according to “Who Pays for What?” surveys, but among those who perform them in house, almost 70 percent bill for them using a flat-fee while the rest use estimating system time billed at the shop’s mechanical rate
eight largest insurers, Progressive is the least likely to pay for the procedure, but still 28.5 percent of shops reported that Progressive pays for it “always.” Anderson said it might be easy to overlook a seemingly simple “not-included” procedure, like disconnecting and reconnecting the battery, on estimates. But what sometimes seems like a basic operation from the estimator’s perspective can turn into a project out in the shop. If the technician must remove trim panels to gain access to the battery, that adds more “not-included” time to the job. There also can be other model-specific procedures that must be followed when a battery has been disconnected. On some Toyota trucks, for example, reconnecting the battery also requires correcting the
“Every vehicle manufacturer says you must disconnect the battery for welding,” Anderson said. “Some shops believe that if they’re using a ‘memory saver,’ that is sufficient. That’s not accurate. You still need to disconnect the battery cable. Once again, it is important to research the OEM procedures on battery disconnect/reconnect.” Interestingly, the survey found some variation by region in the billing/payment practices for the procedure. In the Midwest, more than 20 percent have never charged for it, and only 64 percent are paid “always” or “most of the time.” But in the Northeast, 88 percent are paid “always” or “most of the time,” and only 5 percent have never charged for it. The survey did find some uptick See Who Pays for What?, Page 45
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Continued from Page 41
Severity
68 percent. In other words, if we calculate the standard deviation, we are saying 68 percent of all the data that you have—if the sample size is large enough—should follow a random distribution of data and be contained within one standard deviation above and below the ‘mean.’ The purpose is to understand how to use this to your benefit. Unless you consider the variability of the actual data analyzed, a mean might not tell you the whole story and may be highly suspect as a measure of a central tendency for any specific data set from a performance benchmark standpoint. In addition to severity, this can also apply to CSI, cycle time, aftermarket parts usage, type of part usage, rental car data and any other KPI used to evaluate your business activity.
How far above/below a KPI is Q: too far? are random events. It A: isAccidents only when enough occur— Continued from Page 22
Employee Sharing
begin to gain momentum, Massabki is hoping that his creation eventually becomes the go-to site for job sharing, borrowing and swapping. “We have more than 400 shops and suppliers in the California Bay Area onboard, and the marketplace is now open and fully operational. We are also actively recruiting independent reps to promote our solution nationwide, and recently added Indianapolis, IN, and Las Vegas, NV, to our markets,” he said. One of the early adopters of this concept is Tony Olea, operations manager at Dynamic Auto Body in San Jose, CA. “The Mechanics Marketplace app is a greatly needed resource for us in many ways,” Olea said. “It will help us quickly find temporary technicians to cover for some of our techs, give us an additional resource to locate used parts for some of our cars and help us outsource some of the mechanical work we don’t do here. I am also very happy that we can now sell our used
more than 1,000—that they MAY begin to form a normal distribution, which will have the majority within 68.3 percent of the individual data set when you create a range +/- 1 standard deviation around that mean. Smaller or ‘skewed’ sample sizes may create flatter distributions with larger variability and a wider numeric value range with all of the data. Based on the idea that the data will naturally vary around a central point, it makes sense to consider where the majority—68 percent—of that data will fall. That happens to be one standard deviation away from the arithmetic mean. The standard deviation should be around 34 percent of the mean value. The wider or larger the magnitude of the standard deviation, the less reliable the mean is as a performance measure. The point is that with this data, you’re being judged on something that you’re not [able to be judged] on. However, body shops will try to meet certain targets even if it doesn’t make mathematical sense. It’s important to understand the concept of sample size—how many cars your shop is being judged on. I looked at the average RO data body parts and increase our profits with the app.” Another value-added feature that was recently added to the Mechanics Marketplace is a job posting portal. Imagine a CareerBuilder or Job.com that caters specifically to the automotive repair industry where collision professionals can post their resumes and shops can search for new prospects. To connect to his members on an ongoing basis and build on his concept of trusted networks, Massabki is going to conduct a series of quarterly meetings. The meetings will help create closer relationships with them and allow Massabki to learn from them as well. “We want to brainstorm with our members and find out what their needs are, so that we can provide solutions that will become the norm in the automotive repair industry,” he said.
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from 26 body shops over a 12-month period. The 2,858 ROs I reviewed represented every car repaired except for those that were parts-only with no labor, ROs that were detail only and all total losses. Every data set that was reviewed showed signs of significant skewness, which resulted in variability with a VERY large standard deviation value equaling 95—110 percent of the mean. This implies that for this data set, severity is a poor measure of central value.
When a shop is told that their Q: severity is too high, what can be done?
Establish a ceiling value that is A: reasonable! Use a calculation result of the purported ‘mean’ plus the
standard deviation to identify an upper limit for the KPI. If the KPI monitor cannot provide you with a calculated standard deviation, simply calculate the dollar range yourself from YOUR actual data. Like it or not, KPIs are being used to make decisions about your business performance whether the KPIs are valid or not. Being able to discuss those variables in an intelligent way is crucial for you to be able
to deflect a negative critique or unjustified demand, especially when it is beyond your control. I often ask shops if their DRP feels like they are playing whack-a-mole.
What if I just work on high-end Q: luxury cars? Does that affect the data? Shops can identify the range A: that would include the 68 percent majority of the data of a particular data set. In addition to this, is the FACT that some cars are just more expensive to repair than others. You do need to adjust the stated “severity” value in any KPI discussion to reflect this disparity between brands and models. An excellent tool for this is the Highway Loss Data Institute (HLDI) online data that is the accumulation of virtually every insurer’s paid claim data and using a ‘base 100 scale’ clearly shows that some vehicle brands may in fact cost +150 percent to +200 percent more than others to repair. This would move the $3,000 average severity number discussed above to either $4,500 as an adjusted central number at 150 percent or $6,000 at 200 percent. See Severity, Page 53
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Year in Review
(ABAT), said, “The most memorable things ABAT did in 2017 were related to Todd Tracy, who allowed us to visit his law firm in Dallas. It was unlike anything we had ever seen, with hundreds of wrecked vehicles in warehouses at his facility. It was eye-opening to see the amount of time and expertise that was being used to inspect these wrecked vehicles. Then, we invited him to speak at our tradeshow. His presence was met with a little resistance from the industry, but once everyone heard the message, ‘Repairing vehicles has consequences, so you better follow OEM guidelines,’ it was a message well-received, and I believe it made us all better for it.” For the Automotive Service Association (ASA), the most important experience in 2017 was related to legislation. ASA Executive Director Dan Risley shared, “We have invested several thousand man hours representing our members and the industry in Washington D.C. We have been working tire-
lessly with legislators, other industry partners and the OE’s on new vehicle technology relative to telematics, (ADAS) advanced driver assistance systems, autonomous vehicles and the connected car. ASA has been extremely vocal and visible representing the best interests of the collision and service repair industries. Our goal is to ensure that our members continue to have access to the information necessary to repair their customers’ vehicles without having to enact legislation. As cybersecurity and data ownership continue to take center stage, we are ensuring that the independent repairer is part of the solution and equation.” A lot of momentum was begun and carried through into 2017, and 2018 is gearing up to be an even bigger year for the collision repair industry as these associations and others continue to educate members, expand their offerings and fight for the rights of shop owners and consumers. Autobody News looks forward to continuing to bring you all of the latest association news in 2018. Happy holidays!
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Continued from Page 42
Who Pays for What?
in shops’ research of OEM repair methods. Nearly half (48.8 percent) of shops responding to the survey said they research OEM procedures all or most of the time; this was up from 42.7 percent two years ago. Only 18.2 percent of shops said they either “never” or “only occasionally” research OEM procedures, an improvement from two years earlier when more than 25 percent said they rarely or never did. According the survey data, ALLDATA remains the most popular source of OEM information, but I-CAR’s “Repairability Technical Support Portal” and the automaker websites have each seen a steady increase in usage over the past two years, with nearly half of shops now reporting they use those sources. “Some shops think if they fix the same type of vehicle frequently, they don’t need to check those procedures every single time,” Anderson said. “But at one point last year, when you replaced a quarter-panel on a Ford Mustang, the procedure required re-
placing the roof as well. Today, Ford has a sectioning procedure. So it’s important to research the procedures every time because things change.” Anderson said that while he is pleased to see more shops researching the proper repair methods, “at the end of the day, this should still be done 100 percent of the time.” Shops can take the current “Who Pays for What?” survey (or sign up to be notified about future surveys) at https://www.crashnetwork.com/collisionadvice. The four different surveys, conducted one at a time per quarter, each take about 15–25 minutes, and should be completed by the shop owner, manager or estimator who is most familiar with the shop’s billing practices and the payment practices of the largest national insurers. Individual responses are not released in any way; only cumulative data is released. At the website, shops also can download the results of previous surveys, reports that break the findings down by region, by insurer and by DRP vs. non-DRP. The reports also include analyses and resources to help shops better understand and use the information presented.
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In Reverse
Gary Ledoux is an industry veteran with 48 years’ experience in the automotive and OEM collision parts industry. His column appears exclusively in Autobody News. He can be reached at YesterWreck@yahoo.com
Training, Certifying and Standardizing in the 1920’s with Gary Ledoux
Training Providing a steady stream of automotive technicians, both mechanical and body, is a challenge today, not unlike the 1920’s. At least today we have ICAR, Automotive Management Institute, and others. In the 1920’s we had the “University of Uncle Sam.” On November 9, 1917, the Federal Board for Vocational Education authorized payment of funds to public school for the purpose of providing technical training, including that of auto and truck repair, for military personnel and the “University of Uncle Sam was born. In Los Angeles, for example, five highs schools trained 675 soldiers in twenty-nine different trades, including auto mechanics. After the war ended, many schools bought the equipment outright, including mechanics tools and equipment, and kept the classes going for the high school students. Thus, the advent of high school auto shop got a “jump start.” Many educators saw auto shop as a way to keep boys interested in school and as such, encouraged and supported such curriculum. Auto shop, and related vocational classes became the domain of boys who were “good with their hands” rather than “college bound.” In some respects, it stigmatized those boys in the “auto shop” strata as something “less” than the college bound boys. On the other hand, it made high school more meaningful and pragmatic for those students who probably would not have gone to college no matter what their financial or social standing may be. In the 1920’s and 30’s, high school auto shop opened the door for many boys to something other than farming, or the drudgery of a factory job. It prepared many would-be mechanics, auto refinishers, auto upholsterers and future shop owners. Prior to WWI the auto industry was focused on selling people their first car. It was sell, sell, sell, with not a lot of emphasis on maintenance and repair. When the war ended, auto dealers anticipated a return to the selling mentality but instead, the country went into a downturn and new cars were not selling. In what may have a been a first in what would be a recurring cycle throughout the years, dealers turned
their focus to servicing the cars they sold, both as a way to create revenue and to show customers how good their service was so that when they needed another new car, they would remember who took care of them. This created a need for even more repair mechanics, and more support for vocational training at the high school and secondary school level. High school auto shop evolved into to pre-auto-shop classes at the junior high school level and post-highschool auto shop night classes for those people not ready for secondary school but seeking a better understanding of auto mechanics. As cars got more sophisticated, educators broke auto mechanic classes into several distinct categories including engine rebuilding, transmissions, electrical and so forth. This, it was thought, would better prepare a young mechanic for what they would likely find in the real world of auto repair if they worked for a large garage or auto dealer. A full page newspaper ad for a large Washington, D.C. garage in the late 1920’s reveals 11 different departments including body and fender, paint, auto upholstery, electric, tire, battery, blacksmith, general repair, and more. Both Ford and Chevrolet encouraged their dealers to departmentalize for greater efficiency and customer service. This likely gave rise to the dealer body shop. Despite all the classes and varying regimens, one thing the schools didn’t teach, was business management. Graduates of these automotive schools, and those that took auto shop in high school were prepared to work a wrench or a spray gun, but not a pencil or an adding machine. Business classes were virtually non-existent. This created a long-standing problem whereas many mechanics and body men went to work for large garages and after they became adept, decided they would strike out on their own and start their own business. Working a wrench or a hammer and dolly is not the same as running business, paying bills, meeting payroll, and dealing with customers. Subsequently, many failed. True business management training for the collision repair industry would need to wait until February 1983 when the
46 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
ARMS training was established.
Certified Technicians Today, in the 21st century, the issue of licensed or certified body technicians continues to periodically bubble to the surface of the industry kettle. The trouble is, there is no universally accepted way of denoting who is, and who isn’t a qualified, competent mechanic or body technician. ASE offers testing for mechanical as well as body technicians and is generally perceived as valid inasmuch as an industry standard for testing goes. But no law exists that says everyone, including industry people and consumers, has to accept ASE testing as valid. I-CAR is the training arm of the industry and is generally accepted in the collision repair industry as a premier training entity providing technicians with a “Platinum” status for completion of prescribed training. However, there is no law that codifies the training and designates that someone completing the training is qualified to perform safe and complete repairs. I-CAR training provides the knowledge, but not necessarily the skill. But the concept of licensing, or certifying mechanics or body men or shops to ensure competency is nothing new. As far back as pre-WWI when the idea of the personal chauffeur/mechanic began to wane and the independent auto repair industry was in its infancy, anyone and everyone who thought they could repair a car was getting into the business. Some were competent or at least gave the repair an honest try. Many were inept, and some were just simply con-artists. This soon led to a public outcry for honest and ethical “garagemen” and competent mechanics who could make a satisfactory repair. Legislators and industry observers agreed something needed to be done, and the move was on to license or certify auto repairers. At first, it seemed that everyone was behind it. But along with certification went unionizing. Mechanics calculated that if they unionized, then became certified, they could command higher wages. Garage owners and car dealers quickly made the same calcu-
lation. The garage owners and car dealer owners quickly used their influence to kill the first attempt at licensing or certifying. By the mid-1920’s the issue was dead… for the time being. The issue of certification, not technicians but shops, would not gain much traction for almost 100 years when the OE’s began certifying shops that met their criteria.
Standardizing Repair Costs As the independent repair network began to evolve in the 1920’s, the public perception of the auto repair business was not so savory. Many mechanics and garages were honest and provided value, some did not. And those that didn’t gave a black eye to everyone. Garage service managers and auto-maker engineers and service related executives wanted to clean up the industry and reform the motoristmechanic relationship. To do this, standard times were established for standard procedures. In effect, “flatrate time” was invented. Advocates thought that customers seeking to have work done, should be able to go into a shop, be quoted a price, have the work performed, and pay the price quoted. Advocates calculated that this simple procedure would remove motorists worry and anxiety when having their car repaired and thus, provide a more friendly and cordial atmosphere. The basic concept was sound. The problem was, who would create the flat-rate times? Ford Motor Company established some of the first flat rate times for their dealership mechanics. These were based on elaborate time-motion studies in controlled settings, removing brand new parts on brand new cars and replacing them with other brand new parts on the same brand new car. No time allowance was made for rusty bolts, broken bolts or other work impediments. Ford also created some flat-rate times for body repair with a similar problem – but worse. It was easy to remove a fender or running board that was brand new and clean. It was quite a different job when the parts were mangled and twisted. See In Reverse, Page 53
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Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications, and is co-author of “The Secrets of America’s Greatest Body Shops.” She can be reached at sphillips.autobodynews@gmail.com.
Tips for Busy Body Shops with Stacey Phillips
‘The Basics of Blueprinting’: Better Cycle Times, Improved Efficiency, More Accurate Estimates By implementing the blueprinting process, you will want to have a really process, collision repairers are finding clear definition of what’s going to hapthat hidden damage can often be un- pen to that vehicle and how all the covered before the vehicle is repaired. pieces come together.” John Shoemaker, business develHe said there are five main objecopment manager for BASF, said that tives to blueprinting: developing an acblueprinting can lead to better cycle curate plan of repair that identifies all times, improved efficiency and a more labor operations; communicating the accurate estimate. During the repair requirements to all deSEMA show in Las Vegas, partments; devising a schedShoemaker shared blueprintule for repair; putting together ing tips with body shop owna plan for resource utilization; ers and managers who and eliminating work stopattended his Society of Collipage. sion Repair Specialists Some of the useful tools to (SCRS) seminar: “The Basics consider having on-hand durJohn Shoemaker, of Blueprinting.” ing the blueprinting process business develop“Hidden damage is the ment manager for include a point of use cart, BASF, shared tips number one reason for delays which eliminates errors as well on blueprinting in the repair process,” said as trips back and forth to the during the SEMA Shoemaker. “Blueprinting is a office; a camera; a tread depth show in Las Vegas team effort that involves the gauge; measuring and blend estimator, the body technician, the tools; dent viewer boards; system scanpainter and your parts people. When ners to verify trouble codes and diagyou’re finished with the blueprinting nose restraint system codes; and parts Continued from Page 26
Products Created
Q:
Can you tell us about the new Mitchell Technical Research Center?
We’ve had a technical research A: center for years in San Diego, only a mile and half from our main of-
fice. We recently moved it to a larger space. We manage all of our data inhouse. We build our own database for parts and labor and conduct time studies and research into repair methods and techniques. When new vehicles are introduced to the market, we take them to our tech center and use a very sophisticated 3D laser system to measure them. The car is put up on a hoist and scanned in detail, so we can generate super precise measurements. We also have a training room at the 2,940-square-foot tech center where association meetings are held, such as the ones hosted by the California Autobody Association.
What can collision shops exQ: pect from Mitchell moving for-
carts.
15 Steps for Successful Blueprinting: 1. Review initial estimate Shoemaker stressed the importance of reviewing the initial estimate to triage the repair and determine if tear-down is really necessary. “You can find out quickly what the vehicle needs by scanning the estimate,” he said.
2. Map the vehicle Different marker colors can be used to map a vehicle. For example, use a green marker to indicate operations that have been approved for repair; a yellow marker to show supplement operations; and a red marker to note areas not approved to repair or that are identified as pre-existing damage. Shoemaker said shops can visually enhance the repair plan using circles, arrows or short notes and write customer requests or repair messages on
ward?
A:
In the industry right now, it’s simultaneously challenging and exciting because there is so much change. I’ve been in the industry for more than 30 years, and the pace of change is greater than anything I’ve ever seen. It’s daunting at times for many people, and I understand that completely because repairs are getting more complicated. I also find it exciting because there is a lot of change. This gives us the opportunity to do things more efficiently. We have a new management team in Mitchell’s Auto Physical Damage Solutions division, led by Debbie Day, plus some veterans who have been with the company for 20-plus years. We have a nice mix of people who have been at Mitchell a long time with a serious injection of new energy. There are some exciting things on the horizon. We’ve been able to accomplish a lot this past year and have a lot more coming in terms of the latest generation of technology. Everything we do is to support collision shops in making proper and safe repairs.
48 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
the windshield.
3. Verify vehicle information and take preliminary photos When verifying the vehicle information, Shoemaker said to look at the make, model, trim level decoding, mileage, production date, exterior and interior color of the vehicle. He said that one of the most critical things to do during the process is verify the preliminary photos, which should include four separate shots that capture each corner of the vehicle in a photo, as well as photos of the license plate, the instrument cluster, one with the engine running, dash warning lights and mileage, VIN plate and production date. 4. Pre-scan diagnostics A pre-scan of the vehicle will locate any diagnostic trouble codes with the vehicle. “That’s where you are going to
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pick up your time, by finding issues in front of the repair” said Shoemaker. “Through the OEM process, you’re going to find a ‘tree.’ Some people call it a rabbit hole. The time you’re going to bill for is based on how far down that rabbit hole you’re going to have to go to correct the trouble code.” He recommends having fully charged batteries before conducting any scan. In addition to a pre-scan, Shoemaker said a post-scan of the vehicle will verify the need for recalibration.
5. Damage review When conducting a damage review, Shoemaker recommends starting at the end with the most damage and working panel by panel to the opposite end of the vehicle to identify the repairs needed. Part of the repair process includes a review of the Procedural Pages (P-pages), which describe the included and non-included labor operations. The Society of Collision Repair Experts (SCRS) Guide to Complete Repair Planning is a free resource available on the SCRS website and includes operational reminders for the collision repair in-
dustry.
6. Disassemble for repair First, Shoemaker recommends positioning your parts cart to store all the parts removed and separate the usable from the unusable. Place the clips in labeled bins and identify any that are broken. “Disassemble with reassembly in mind,” said Shoemaker. “We want to disassemble completely so when you go to put it back together, you’ve got every single thing you need.”
7. Perform the R&I (remove and install) process Repair access can include headlamps, mounting brackets, windows and Interior trim while refinish access includes door handles, weather strips and fender liners. “Make sure to include this information in the line notes,” said Shoemaker. “The estimate is a communication device that tells everybody what you are doing and why.”
8. Inspect lighting and wiring The number one CSI complaint, according to Shoemaker, regards lamps. As a result, he recommends inspecting
all wiring harnesses for kinks/breaks, looking for broken bulbs and identifying the number of broken wires in the line note. A parts line can be added for connectors, tape and solder.
9. Inspect inner vehicle structure When reviewing the structure composition, Shoemaker said to pay close attention to the metals you are working with. OEM websites, AllData and ICAR guidelines are all resources that can help shops determine steel type and ultimately, the reparability of the vehicle.
10. Structure measurement and repair: “Similar to scanning, any vehicle that has considerable damage needs to be measured,” said Shoemaker. Establishing torque box measurement includes measuring select points, determining the damage, reason (squash or mash) and severity. Shoemaker recommends shops itemize each repair required. “Document exactly what you replace,” he said. “We live in a litigious society. We own the repair—we give everyone a lifetime warranty.”
11. Determine additional damage
This includes associated damage to adjacent panels, mechanical repairs and interior repairs from secondary impact and restraint systems. Some of the websites that can be accessed to verify the repair process in respect to restraint systems include: OEM procedures, ICAR, AllData and OEM1stop.
12. Refinish requirements During this stage of the process, Shoemaker said to determine blend requirements, the multi-stage process, paint times, as well as any clear and stripe requirements. When looking at identifying the paint type for a certain vehicle, use your paint manufacturer’s system, such as BASF’s SmartTrak system.
13. Address other requirements Checking the fluid and tires are also important parts of the process. “Any fluids removed should be measured,” said Shoemaker. “This allows for adequate replacement and billing.” After identifying the specific OEM requirements, reusable fluids can be stored in a sealed container and any Freon recovered should be documented. Regarding tires, note the tire See Blueprinting, Page 56
www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 49
SVP of BASF Coatings Discusses Changes Ahead for Collision Industry rience to vehicle owners.” The all-female build was led by The BASF Automotive Refinish CoatBogi Lateiner, co-host of All Girls ings booth stayed busy throughout this Garage on the Velocity network. year’s four-day SEMA Show in Las Lateiner gathered more than 90 women Vegas, serving as the location for events throughout the country to build the 1957 ranging from exclusive autograph sesChevy Montage that was unveiled at the sions to the unveiling of an all-female BASF booth on Oct. 31. The Montage vehicle build. project was created to bring women in the automotive industry together to work on building a unique vehicle, giving some women their first opportunity to work in a garage next to another woman. The R-M Onyx HD fan-voted color, created by Lateiner with the help of BASF’s color experts, in addition to the fan-submitted color The booth also included new color name “Tenacious Teal,” selected by offerings, premium builds, business soLateiner, were also revealed at the lutions and KC’s Custom Colors by BASF booth. BASF R-M, launched by KC Mathieu “I absolutely appreciate all of my of KC’s Paint Shop. Additionally, fans and everyone who helped make BASF exhibited the Time Merchant, a this happen,” Lateiner said. “BASF has been a huge supporter of this build from the very beginning.” Autobody News reached out to Chris Toomey, SVP of Coatings Solutions at BASF, during the SEMA Show to learn more about BASF’s plans for the future and some of the industry changes he foresees. Can you share information Chris Toomey, SVP of BASF Coatings, standing at the about your role at BASF and BASF Automotive Refinish Coatings booth at the SEMA the current focus of the comShow with the 1957 Chevy Montage pany? 1932 Ford Roadster by Goolsby CusI started my career at BASF in toms displaying a custom color devel2011 with a background in the chemoped with the BASF Color Ideation ical industry, and became SVP of process, and the Roadster, a 2017 Garia Coatings Solutions in 2014. Within Gold Car featuring BASF Coatings. my responsibility, there are two main Chip Foose’s Custom 1971 Ford focuses. One is providing paint for the Mach One Mustang, the most recent OEMs, and the other focuses on the creation by renowned designer/builder refinish business. Chip Foose, was also unveiled at the BASF booth. The unique vehicle was a 2010 Mustang GT inside of a 1971 Mustang body, and featured Glasurit 90 Line. “BASF offers our customers a complete partnership, starting from before the car is even built, through every repair or improvement it undergoes,” said Marvin Gillfillan, BASF Bogi working with BASF and her team to create the Vice President, Business Man- custom color for the Chevy Montage agement, Automotive Refinish. “Our focus is to put customers first, imBASF is the largest chemical inproving productivity and profitability dustry supplier to the automotive into help deliver the best customer expedustry. We have a substantial amount by Autobody News Staff
50 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
of time and money invested in various elements of automotive. We’re involved with the OEMs regarding topics such as light weighting, autonomous vehicles, energy reduction and processes. We are looking at how we can help the OEMs operate more efficiently and assist them as
they are developing the technology in the cars of the future. BASF conducts a lot of research and development on that side. How does this relate to the collision repair industry? There are probably three big impacts: First is the surface on the cars. You are starting to see the lightweight materials and synthetic materials coming in. From a coatings standpoint, there are a lot of challenges in this area. Second is the electronics. I believe it’s going to apply to the industry overall as repairers become more specialized and familiar with high tech equipment on the vehicles. There is going to be a different expertise required for that than what has existed traditionally. Third is the business model. Technology, the use of Bogi Lateiner, co-host of All Girls Garage on the Velocity big data and integrated sysnetwork, gathered more than 90 women throughout the tems are all going to affect the country to build the 1957 Chevy Montage that was unveiled at the BASF booth at SEMA on Oct. 31
See Changes Ahead, Page 59
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National Associations
Chasidy Rae Sisk is a freelance technical writer from Wilmington, Delaware, who writes on a variety of fields and subjects, and grew up in a family of NASCAR fans. She can be contacted at crsisk@chasidyraesisk.com.
AASP Holds Webinar on Problem Employees with 180BIZ’s Rick White with Chasidy Rae Sisk
On Wednesday, Dec. 6, AASP hosted a webinar titled “How to Handle Problem Employees,” presented by Rick White, lead coach at 180BIZ. White explained that the webinar was necessary because many shop owners feel “they’re stuck with no options. The shops are busy, and they believe there are no qualified candidates so they deal with current employees out of fear that they can’t be replaced. Shop owners think some performance is better than none, but the staff is setting the standards of quality and performance, which isn’t the same as the owner’s standards.” Discussing who is currently available, White noted that, as of Nov. 3, 2017, the national unemployment rate was at 4.1 percent (compared to the norm of 5 percent) which means companies are hiring people who were considered unhireable in the past. “It’s difficult to get people to apply for jobs, and even worse when you add in the technician shortage. The average replacement time is 4–7 months for a decent employee, and the associated costs can easily add up to one and a half times their annual pay!” White said. White believes it’s more effective and efficient for shops to focus on correcting behavior whenever possible, rather than firing and replacing employees. He began by exploring why owners and managers are stressed, citing a lack of clarity in their expectations, the reactive hiring of “Mr. Right Now” instead of “Mr. Right,” low performances, broken promises and lack of accountability. “Your team members will hold you accountable for promises, and you need to hold them accountable,” White explained. “Your stress increases, [and] quality and production go down. You feel trapped with no hope for improvement, and then you start to micromanage activity, which is easy because you’re not getting the results you want. This only stresses your team, which makes the shop a toxic environment, and then you keep things bottled [in] until you blow up or you hire unnecessary people to make up for staff’s shortcomings—meaning cost goes up and profit goes down. This is no fun for
anyone, including your customers, who you started and where you’re going. won’t stick around. But there’s a better Communicate the attitudes and behaviors you desire, and identify goals way!” White believes that everyone wants and minimum results. Discuss how this benefits customers and to do well at their job, and enyour team, and get your courages owners and manteam’s buy-in. Establish an agers to follow the five C’s: honest assessment of your Create clarity, Communistaff’s current performance, cate, Coach, Care and Comand create an achievement pensate. action plan, which should be Creating clarity requires a catalyst that creates change defining what you want from and growth. your business and setting Rick White The third C stands for standards for quality, experiCoach, and owners/managers ence, process and pricing. should inspect what they expect to see, White noted, “You need to understand who will be a great fit and add to determine if team members are meeting your culture, and then figure out what expectations or underperforming, and then provide daily feedback. results you need. Determine performWhite explained, “Coaching is not ance indicators for each position, create stretch goals and determine what a monologue; it’s time for a conversation, an opportunity to question and the minimum level of acceptable perunderstand. Be positive, consistent and formance is in each area.” Communication means telling encouraging. Expect the best.” White warned against confusing the story of your shop, including why
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confrontation with conflict. Confrontation attacks an issue, is immediate and collaborative, and engages the team member, while conflict attacks the person and pushes them away. Effective confrontation is the best choice and involves demonstrating current performance or behavior with examples, discussing and gaining agreement, asking for insight into the team member’s thoughts and creating an improvement plan. “Confrontation is effective. It makes all the difference in the world,” White said. Within the next concept, White recognizes six R’s of coaching tools. Recognize when expectations are met or exceeded by applauding the effort and rewarding the behavior. Redirect team members who don’t meet expectations, but are learning and developing their skills, by showing what you want and why you want it. White suggested, “Recognize the
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right, and redirect the wrong.” Sometimes, an employee may be incapable of achieving what is expected, and it could be time to Reassign them to a role where they are a better fit. Reprimands are necessary for folks who know how and just didn’t do it, but White urged, “Deal with it immediately, because attitudes are contagious. But reprimand them in private, being specific and saying how you feel. Pause, and then tell them how much you value them. Reaffirm the plan, and then it’s over.” When Reprimands don’t work, it’s time for Repercussions, such as verbal and written warnings or a day off without pay. This applies to team members who have potential, and is a last effort to save them. If all else fails, it’s time to Release. White shared, “When you’re clear about who and what you need to succeed, you’ll see a bad fit earlier. If your team member isn’t a good fit, they’re not happy either. Help in any way you can by putting the word out, finding them a job, or just wishing them well. Unless they misrepresented themselves, it’s not their fault; YOU hired them.” The fourth C is Care, and White
reminded attendees that their staff is made up of human beings with lives outside of work. “Get to know them. Be a mentor to them. The way you see and treat them is how they will see and treat you. If you want loyalty, be loyal to them.” Finally, there’s Compensation. Pay competitively, but don’t use the money as a Band-Aid. “Make your goals their goals by tying compensation to performance and results,” White suggested. “Increase compensation as skills improve. “Today is very different from yesterday. It’s not as easy to replace employees, but you can’t let anyone hold you hostage. If you want to keep them, treat them better than the competition, and always be recruiting so you aren’t reacting to someone leaving. Don’t wait for someone to leave—always have a pipeline that is eager to work for you. Thanks AASP for letting us hold this webinar. We have believed in this association since its creation, and love being a part of it.”
www.autobodynews.com
Continued from Page 44
Continued from Page 46
An important point with these more expensive luxury vehicles is that within the HLDI data, it indicates [that] the more expensive cars to repair with additional technology and safety systems seem to have significantly LESS occupant injury costs. Ronak created a sortable Excel tool to determine the severity weighted value of a shop’s work mix percentage by vehicle brand. After entering the severity value supplied by the DRP, it can be adjusted to a shop’s specific work mix. The weighted value will represent where the severity value should be adjusted based on the type of work mix you have using the insurance-provided data. Tim Ronak’s SEMA presentation “Severity—Why It Does Not Matter and What to Do About It!” can be accessed online. The presentation was part of the SCRS Repairer Driven Education series. For more information or to obtain a copy of the sortable Excel tool, email Tim Ronak: timothy.ronak@ akzonobel.com.
As with anything new, some people liked the system, some did not. Good mechanics who could meet or beat the times had no problem. Other, less talented mechanics simply moved to another garage that did not use flatrate time. Some garages lost half their work force when flat-rate times were implemented. Training, certifying and standardizing – concepts that started in the 1920’s and may have changed over the years, but still challenge the auto repair industry, both mechanical and collision, today.
Severity
In Reverse
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Old School Know How
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
Selling, Buying or Expanding Your Business is Not a DIY Project with Ed Attanasio
Twenty-two years ago, David Roberts saw what was happening there and was the Chairman of the Board for figured it might go the same way in Caliber Collision Centers, Inc. when the collision repair industry. And we with Chasidy Rae were Siskright, in a lot of ways. I thought he wrote an article in Autobody News. The article, titled Shop Consoli- it was going to happen more quickly, dation, Is It Inevitable?, makes him but what has occurred is very close to look like the Nostradamus of the col- what we envisioned. I don’t know if lision repair industry. we organized the consolidation paIn his column, Roberts accurately rade, but we were certainly able to get predicted that consolidation was indeed out in front once it started. with Thomas Franklin unavoidable. He saw two factors drivWhat were some of the biggest ing this process. Insurance companies changes that enabled the conwere already pressuring shops to cut solidators to grow and capture more of costs, improve efficiency and assume the market? many of the adjusting and administrative functions. Roberts also When that article was envisioned a rapid increase with Ed Attanasio written, there was a in the sophistication of shop very adversarial relationship technology, which would rebetween the insurers and require more expensive equippairers. They just didn’t trust ment, tools, processes and each other. Insurers always training. As a result, he preDavid Roberts is held a hammer over the shops. dicted many of the 54,000 the former Chairman The shops fought back by shops in the industry at that of the Board for time would be absorbed by Caliber Collision and making sure that they got consolidators or close their now owns Automo- every single dime out of every doors because they couldn’t tive Group at FOCUS transaction, one way or anafford to make these invest- Investment Banking other. DRPs were just getting started and we recognized their potenments. tial to help control costs and reduce In 1995, he co-founded Caliber friction—and get more cars to repair. It Collision, the world’s first collision took a long time for providers like repair consolidator. As Chairman of Caliber to organize and perform on Caliber through 2003 and the initial their promises—and to convince the leader of its Corporate Development insurers they could be trusted as partteam, Roberts wrote the book on how ners. Today, as the insurance industry to change, grow and thrive in this ingoes through its own consolidation tensely competitive industry. Helping with huge cost pressures, they are raise more than $125 million in capital much more willing to send more and for Caliber, he also led the acquisition more transactions to their DRP partof 37 individual shops and Multiple ners because it allows them to reduce Shop Operators while at Caliber. their costs and improve service. And In 2003, Roberts stepped away it’s not just the consolidators, but also from his role at Caliber and formed the other MSOs and high performing inAutomotive Group at FOCUS Investdependents that are benefitting as ment Banking, a team of six professionals with deep experience advising well. Today, the top 300 consolidators on mergers, acquisitions and capital and MSOs fix 40 percent of the repairable vehicles and make 80 percent formation to automotive investors, colof the profits in an industry that has lision repairers, distributors and dealshrunk by 20,000 shops over 22 years. erships.
Old School Know How
Western Associations
Q: Media Matters A:
How were you able to forecast What do you do now at FOCUS Q: the future of the industry so preQ: Investment Banking? cisely more than two decades ago? We represent collision repairSome of it was luck, but much A: ers, paint jobbers and car dealA: of it came from my experience erships in raising capital and selling to
in the medical industry years before. I
consolidators, other MSOs and private
54 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
equity firms. Over the last three years, we’ve sold nearly 100 shops and paint distributors, including some of the largest transactions in the industry. We also advise many Twenty Groups, conferences and investment firms, helping them understand what’s going on across the entire automotive ecosystem. And we currently advise some really fast-growing MSOs that are seeking strategies and capital to “grow and thrive” and compete with the big guys. For other clients who know they are not positioned to grow or have decided to exit the industry, we help them navigate the sale process, find the right partner and maximize their return. When they ask us for advice, we don’t sugarcoat it. It’s a tough industry today and if you don’t have the drive, capital, management and scale to compete, oftentimes the best decision is to sell.
How do you know which shops Q: are prime to be sold and/or acquired by a consolidator?
We’ve built a proprietary database that has information on A: literally every shop in the US. With
all this data, we can pretty much slice and dice the entire industry with useful information about the shops’ volumes, the paint they spray and their paint distributors, their DRPs and their competitors. We also track every transaction and shop opening, including brownfield and greenfield locations. This allows us to produce a very robust picture of where acquirers are headed, the kinds of shops they are acquiring and information on the values they are offering to sellers. We’ve established trusted relationships with key executives in the pool of acquirers—from consolidators to large MSOs to private equity firms. Because we understand the strategies, goals and criteria important to each of these potential acquirers, we know it’s not one size fits all. Sometimes the best fit for a seller may be a regional MSO or market competitor rather than a consolidator. This unique set of data, knowledge and experience helps our clients get better positioned for selling their businesses.
Why do shop owners decide to Q: sell while others want to build and grow?
Some operators have kept up A: with the dramatic industry changes and built large and still-grow-
ing MSOs. Others have found it more difficult and are trying to figure out what’s next. Increasingly, owners who are looking to exit their businesses reach out to us with questions about their value, the right time to sell, the right way to go about selling, whether they should sell their real estate along with the business, who is the best acquirer, who will take the best care of their employees. Many growing MSOs want to learn more about their markets, how they can access growth capital and strategic advice on the best ways to do that. A lot of the shops that ask us about their next move have already decided to sell their business. Sometimes it’s after a consolidator has approached them, looking to buy, made an offer or asked them to name a price. Most often, they are looking for us to confirm their decision and help them through the process. Somebody who has spent their entire life building a business doesn’t want to make a mistake when they sell. They want to take care of their employees and they don’t want to sell for less than they’re worth. Some have unrealistic ideas of their value, while others undervalue their business. Some are worried that they can’t retire on what they think they will get, but they also realize things aren’t going to improve by ignoring reality. So we give them the facts as opposed to wishful thinking. The decision to sell is as much an emotional one as it is financial. It’s never easy to move on to the next stage of life. But our job is to help our client navigate through all of this, with information and experience they can’t find anywhere else.
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Continued from Page 30
Certification Programs
spected on an annual basis to ensure program compliance. Some shops question the need for an annual inspection. However, managers change, technicians change and so maintaining compliance is an on-going issue.
ABN: Is there an optimum number of shops you want to have and if so, how close are you to reaching that number?
American Honda: Based on our calculations and the number of Honda and Acura units in operation, our ideal number is 1,200 to 1,250. We have been at that number for several months. We are still adding a few here and there but their placement is very strategic. Mostly, when shops call or email us and want to get on the program we ask where they are and if they are Gold Class or a VeriFacts shop or not. If they are Gold Class or VeriFacts but we don’t need a shop where they are located, we will likely put them on a waiting list. ABN: Have you had any shops drop out and if so, why?? Continued from Page 49
Blueprinting
size and depth in the line note, as well as the brand.
14. Complete repair plan and take final photos When completing the repair plan, Shoemaker said to verify the “Incl” labor and conduct a P-Page audit for all the vehicle parts and procedures. When in doubt, he recommended consulting the Database Enhancement Gateway (DEG) database found at degweb.org. Funded by the Alliance of Automotive Service Providers (AASP) and the Society of Collision Repair Specialists (SCRS), DEG was developed to help improve the accuracy of collision repair estimates. The repair plan can be used as a checklist for final photos. “Take the photos in the order of the estimate and label them for clarification,” said Shoemaker.
15. Vehicle value and reparability When determining a vehicle’s value, Shoemaker said shops can conduct thorough research on the NADA web-
American Honda: Yes, a few have dropped out. Some left because of a management change or ownership change. Some left because they joined the program for the wrong reason, thinking ProFirst was a DRP program. And some just could not or would not maintain their Gold Class status. ABN: Does Honda provide their certified shops with any brand-specific training?
American Honda: As stated above, Honda provides six one-hour, on-line classes administered through I-CAR. More are planned for a later date. The current classes include:
HON10e – Honda and Acura Service Information HON11e – Honda and Acura High Strength Steel Repair HON12e – Honda and Acura Restraints Collision Repair HON14e – Honda and Acura Electrical Collision Repair HON15e – Honda and Acura A/C Collision Repair HON16e – Honda and Acura TPMS Collision Repair ABN: Does Honda provide shops with
site and indicate the exact make, model and trim as well as the current mileage. The reparability of a vehicle can be determined by taking the appraisal total and dividing it by the vehicle value as a percentage. For example, if you take the appraisal total of $8,695 and divide it by a vehicle value of $12,025, the repair percentage is 72%. Shoemaker said that by comparing the repair percentage to your local laws, it will help you determine if a vehicle should be repaired or considered a total loss. “Overall, when you are blueprinting, be thorough and descriptive, itemize all repairs, take photos and document, document, document,” said Shoemaker. “Use line notes whenever possible. They’re free—they don’t cost a thing. If the insurer says, ‘No,’ you haven’t given them enough information.”
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any marketing or promotional materials?
American Honda: Yes as stated above. And we will soon be introducing promotional videos that shops can have custom made with their own shop name, logo, and message to be run on their web sites or social media sites. ABN: Does Honda have a field staff dedicated to this program? If so, what is their focus?
American Honda: We have ten field personnel spread across the US. Their main focus is to on-board new shops, provide support to existing shops, and provide administrative support for Honda’s national office. ABN: Does Honda provide a magazine or other printed materials for their certified shops?
American Honda: We provide ProFirst Quarterly magazine, containing technical articles as well as profiles on ProFirst shops and other helpful information. ABN: What has been the biggest challenge in establishing the network?
American Honda: When we first got started, shops considered the “certified shop” concept to be the domain of the more exotic European marques like Jaguar, Mercedes or BMW. They didn’t see Honda and Acura as being “exotic enough” or using exotic substrates to a point that warranted a shop certification program. Eventually they saw which way the wind was blowing across the collision industry landscape, and jumped on board. ABN: What has been the biggest challenge in maintaining the network??
American Honda: We notify the shop 90 days in front of their expiration date. Under normal circumstance, and if all goes well, this should give them plenty of time to do what is necessary to complete the recertification process. However, some shops fail to pay in a timely manner or have lost their Gold Class status or failed to keep up with their Honda-specific training. Many times when this happens, and the shop cannot rectify the situation in time, the shop expires and is removed from the program. See Certification Program, Page 60
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CARSTAR Offers Tips on How to Keep Your Car Safe and on the Road Cold weather can create some of the harshest driving conditions of the year. The months between October and February top the list for accidents, vehicle damage and injuries.
are free of ice before heading out on the road—and consider updating with new flexible windshield wipers before the snow hits • Make sure all mirrors are clear and properly adjusted for visibility
the front wheels to go. If your rear wheels are sliding left, steer left. If they’re sliding right, steer right
“Advanced safety technology is a great development, but it’s no match for Mother Nature with her icy roads and snow drifts,” says Dean Fisher, COO for CARSTAR Auto Body Repair Experts. “With proper preparation, some preventative driving measures and an eye on the weather report, drivers can protect themselves and their vehicles during the winter months.”
Slow Down and Stay Back: • When there is snow or ice on the ground, drop your speed to a safe limit
• If you have standard brakes, pump them gently
CARSTAR Auto Body Repair Experts repairs thousands of vehicles damaged in snowy, icy accidents each year. Here are a few helpful tips to make winter driving safer. Check Your Visibility: • Add de-icer to your windshield wiper fluid •
Make sure your windshield wipers
• Clean your headlights and check the bulbs in all of your vehicle lights—front and rear
• Leave extra distance between your vehicle and the car in front of you for additional safety
• Do not use cruise control on icy roads
• Use caution on bridges, overpasses, and infrequently travelled roads because they may be slippery from ice
• Use extra caution when driving on one-lane roads
Skidding Safely If your rear wheels skid… • Take your foot off the accelerator • Steer in the direction you want
AWDA Announces New Leadership With Three Officer Appointments
On Nov. 27, the Automotive Warehouse Distributors Association (AWDA), a community of the Auto Care Association, announced the election of several new officers to the association’s executive committee, who began their terms on Nov. 3. Mauro Cifelli, vice president, sales & marketing, Vast-Auto Distribution Ltd., Montreal Quebec, has been named AWDA’s vice chairman. Previously, Cifelli served as secretary of AWDA and as a member of the Council of Governors. Cifelli replaces out-going vice chairman, Don Bickle, Jr., president, Warehouse Inc., Hays, Kan. Moving into the position of secretary is William (“Henry”) Slack, CEO, Slack Auto Parts Co., Gainesville, GA. Slack served a three-year term on AWDA’s Council of Governors and is active on the Auto Care Association’s Emerging Technology Committee. Tim Trudnowski, president, Automotive Jobbers Supply, Spokane, WA, has been named AWDA’s incoming treasurer. Trudnowski, a former AWDA Chairman, follows in
the footsteps of long-time treasurer Richard Beirne, Automotive Parts Headquarters. Beirne will remain on the AWDA Executive Committee as treasurer emeritus. AWDA Chairman Bobby Segal, CEO, Automotive Supply Associates, Concord, NH, will continue in this position and complete his two-year term in November 2018, whereupon Cifelli will step into the chairman’s position. In order to provide long-term consistency within AWDA’s leadership, both the secretary and treasurer positions are appointed by the board to open-ended terms. Commenting on the new appointments, Larry Northup, executive director, community engagement, Auto Care Association, and liaison, AWDA, said, “All these individuals have a deep commitment to AWDA and the Auto Care Association, having served in many diverse capacities. The vast institutional and industry knowledge they bring to the table will be invaluable as AWDA deploys its many resources for the benefit of traditional distribution and the auto care industry at large.”
58 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
• If your rear wheels start sliding the other way as you recover, ease the steering wheel toward that side. You might have to steer left and right a few times to get your vehicle completely under control
• If you have anti-lock brakes (ABS), do not pump the brakes. Apply steady pressure to the brakes. You will feel the brakes pulse—this is normal If your front wheels skid… • Take your foot off the gas and shift to neutral, but don’t try to steer immediately.
• As the wheels skid sideways, they will slow the vehicle and traction will return. As it does, steer in the direction you want to go. Then put the transmission in “drive” or release the clutch, and accelerate gently.
Prepare for a Snow Day: • If your vehicle has rear wheel
drive, add bags of sand or kitty litter to help make your vehicle easier to control
• Pack a snow day kit just in case you get stuck. Important items to include are a blanket, gloves, hat, water, granola bars, flashlight and extra batteries, extra cell phone battery, flares, wooden matches in waterproof container, compass, scissors, rope and first aid kit
• Prepare a toolbox for digging your car out with foldable shovel, 2×4 planks to put under tires, ice scraper and snow brush, reflective triangles, flares and exterior windshield cleaner
If the unfortunate winter accident does occur, CARSTAR recommends having a collision plan in place so you aren’t stranded on the roadside waiting for assistance. CARSTAR Auto Body Repair Experts offers high-quality, reliable repair service in 32 states and 10 Canadian provinces. Just call 1-800-CARSTAR when you have an accident and they will send the tow truck, contact your insurance company, arrange for a rental car and repair your car. For information and store locations, visit http://www.CARSTAR .com.
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Continued from Page 50
Changes Ahead
whole value chain of the collision industry once a car is involved in an accident. This includes the information transmitted up front until the car is finally delivered to a customer, and how that is managed and communicated. What were some of BASF’s highlights during the SEMA show? This year, we had two main focuses. One of them is that we’re certainly promoting all of our brands more broadly than we have in the past— brands that fill the lower-cost niche in the industry. We tended to rely on, and still rely on, Glasurit and R-M brands, and now we are really bringing our full brand portfolio to the marketplace— Limco and Norbin. The second thing is that we’re always very proud of our builds and our car unveilings, especially the allwomen build this year. It’s very exciting. There is a need to have more people in the industry. We need more diversity; we want to raise the profile that there is a great place for women in
itself—is to make the shop profitable. We want to get involved in conversations with shops about what drives profitably—sometimes it’s operations, sometimes it’s human resources and sometimes it’s something else. We can play a role in all of this. That means being integrated with all of the partners—working with the distributors and the shops to figure out how we can deliver solutions that the shops really require. We have great products, but I think the biggest change to BASF in the last few years is driving to the shop what it is that it needs, and how we Women traveled from around the U.S. to Phoenix, AZ, to provide solutions for them. contribute their talents to the creation of the Chevy Montage Service levels, dependability, manufacturer level. This is not a surengagement with our partners—they prise. At some point, we are going to all build off the base of great products. reach the end point of consolidation. This year, we’ve introduced cusWhat really needs to happen is a greater tom colors. We’re working with shop degree of integration between the difowners and car enthusiasts when they ferent value partners in the chain. I want a certain special color that is not think you’re going to see the manufacstocked, or they need help designing turers more closely integrated and see a color. We bring in BASF designers the distributors partner more closely from the OEM side and work with with the shops. them to design that perfect color, beAt the end of the day, our job— cause they are artists. and this is where BASF differentiates The trend is going toward custhis industry. What types of changes do you foresee in the future? Consolidation is happening all over the industry, and it’s going to continue to happen, whether it’s at the shop level, the distributor level or the
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tomization. We’re seeing it with OEMs as well. It allows that specialization and helps drive retention and awareness by the industry. What is your advice to collision repairers? Choose your partners wisely. There are some companies that are very forward-thinking about this, and there are some companies that are a little late to the game. Collision shops really need to understand their own business model and how they need to evolve into what they want to become. How are BASF performance groups helpful to repairers? There are a couple of different levels. The first level is that they provide an opportunity for shops to get a perspective on their own data in a collective form. We share comparative data with them on what really good shops are doing and how they are driving efficiency, and help them understand and see where they may have opportunities. It’s really an opportunity for education development at a business level for shops to help them increase their performance. For more information on BASF, visit https://www.basf.com/us/en.html.
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kstewart@gallowayauto.com www.fordparts.com/samgallowayparts www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 59
BASF Customer Andrew Lee and Driven To Cure Receive State of Maryland Award
BASF customer Andrew Lee and the charity he founded, Driven to Cure, recently received the William Donald Schaefer People Helping People Award from the Maryland Comptroller. The award was presented at the National Institutes of Health in Washington D.C. on November 17.
Andrew was diagnosed with a rare form of kidney cancer when he was 19. Now 21, Andrew chose to fight his cancer and raise awareness of rare kidney cancers by creating the charity. He has raised more than $400,000 and shared his story of hope to thousands with his Driven to Cure custom 2015 Nissan GT-R. “We’re honored to support Andrew and Driven to Cure,” said Dan Bihlmeyer, BASF Marketing Director, Automotive Refinish. “His spirit and determination are an inContinued from Page 56
Certification Programs
ABN: Do you have a website where consumers can find your certified shops?
American Honda: Yes, as mentioned earlier, our Shop Locator is on American Honda’s parts and service consumer web site (owners.honda.com/ parts-service/), and American Honda’s collision web site (collision.honda .com) These web sites also serve as a platform to help educate consumers on the importance of proper vehicle repair performed by qualified technicians. ABN: What do you see for the future of OE certification programs?
American Honda: The collision industry is changing before our very eyes. Going forward, certification programs will need to adapt in a proactive manner to the new challenges before us.
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UPDATED DAILY
spiration for all.” BASF provided the custom DTC orange Glasurit paint with a pearl effect for the GT-R and has continued to support Andrew and Driven to Cure at various events including the Cars & Fight Cancer event October 14-15 in Virginia and at the SEMA Show n 2016. “Andrew was chosen because of his amazing passion and commitment to raise awareness and money to help find a cure for rare cancers,” said Peter Franchot, Comptroller. “His dedication and bravery are inspirations to all Marylanders. The work he’s doing brings hope and improves the quality of life for people around the world.” The award, established in 2012, honors the public service of former Maryland Mayor, Governor and Comptroller, Schaefer. The award is presented to Maryland residents in each of the 23 counties and the city of Baltimore who demonstrate an unwavering dedication to helping others. For more information visit: www .driventocure.org.
Polyvance Releases New Headlight Tab Repair Online Training Course
Polyvance’s new PR-03 Headlight Tab Repair course is an online training course designed to teach technicians and estimators how to repair broken headlight tabs with the nitrogen plastic welder.
The course is an interactive video-based training program that takes roughly one hour to complete.
The course will teach technicians how to evaluate whether a damaged headlight is repairable, how to identify the type of plastic from which a headlight housing
is made, how to fusion weld broken headlight tabs with the nitrogen plastic welder, how to finish a repaired headlight to original appearance, and much more. The course is broken up into small segments, and can be stopped and started whenever necessary. Polyvance hopes this new course will help body shops repair these parts instead of replacing them. Shops that perform plastic repairs can reduce their cycle time, reduce their average cost to repair, and make increased profits by keeping the labor dollars in the shop. The course is approved as part of I-CAR’s Industry Training Alliance and is redeemable for one I-CAR credit hour. Those interested in the training course can sign up at polyvance.tortal.net. The price of the course is $99.00. For the benefit of its clients, Polyvance has uploaded a promotional video that highlights a few of the repairs covered in the course. The video can be found on their YouTube channel. Contact Kurt Lammon at 800633-3047 for inquiries.
Auto Care Association Announces New Director, Data and Innovation The Auto Care Association recently announced the addition of Daniel Zenko as director, data and innovation under its strategic development department.
Zenko brings nearly two decades of expertise in data analysis and enterprise research to the association, having most recently served as the senior director of research operations at RainKing Solutions for more than 10 years. During his time at RainKing, Zenko pioneered the company’s first research development department, which expanded to a team of more than 200 employees. Under Zenko’s direction, RainKing developed new and sophisticated data analytics tools for IT sales, and was featured on the Inc. 5000 list of fastest revenue growth USA companies five times. His primary focus was on building
60 JANUARY 2018 AUTOBODY NEWS | www.autobodynews.com
the research coverage universe, data analytics and quality assurance, as well as integration of internal data with external, vendor-provided data. He also built the foundation of RainKing’s research design and processes, led the development of research tools, as well as the analysis, evaluation, and reconciliation of vendor data. Before his role at RainKing, Zenko was the research director at Bigdough.com, a provider of financial markets intelligence (now integrated with Ipreo). Zenko was the architect of key research department workflows, where he created and led both data integration and quality assurance teams. Zenko designed a groundbreaking tool to measure trading commissions generated by asset management firms, with ranking and trading volume and trading commissions per each brokerage.
Zenko will bring his experience and skills to the strategic development team, where he will lead the Auto Care Association’s efforts in category management data collection and reporting, as well as revamping how the association’s members interact with its industry-leading data in real time. Zenko will also play a key role in working with the association’s market Intelligence team to harmonize its in-house research and identify new industry data sources, in addition to leading the development of new member-facing research and analytics tools. “Bringing Daniel on board with the association was an easy decision,” said Bill Hanvey, president and CEO, Auto Care Association. “His phenomenal track record of developing and implementing real-time data solutions for market intelligence-centric organizations made him a perfect fit for what we’re working towards at the Auto Care Association for our members.”
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AUTOBODY MARKETPLACE VACANCY NOTICE - AUTO BODY TECHNICIAN Precision Auto body Design (1278 Lincoln Ave SW/Huron, SD) is currently looking for a professional trained in repairing damage to vehicles. Prior experience in auto body repair and refinishing preferred but would be willing to train the right individual. Modern 15,600 square foot, air-conditioned shop with the latest equipment .. down-draft bake booth, PPG waterborne paint, Chisum 5-tower frame rack, Chief laser-lock measuring system, and all the equipment needed to repair the aluminum F150. Top wages, retirement, health insurance, vacation, paid holidays, and sick leave.
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Warning: Key Fob System Hack for Thieves to Steal Your Car by Lynn Walford, Auto Connected Car News
Drivers with electronic key fobs— watch out! Car thieves are using a system to collect your key fob signal, save it and use it later. It’s called a “relay attack unit or box.” People who park their cars outside their homes on public streets can have their key fob signals copied and saved, then amplified to gain access to the vehicle. Thieves take the code and send it to the signal booster, and then the booster works on the car to open the doors or start the vehicle. If you have a key fob, it can be copied and used by thieves, says Tim Dimoff, President of SACS Consulting and Investigative Services, who reports that the two-box system copies the codes and then sends them to another person further away. To secure your car, don’t use the key fob to lock it or unlock it—the signal can be copied. Use the button on the door to lock the car and read your car manual to see if standing near the door with the fob and then tapping the button on the door will unlock your car. To be extra sure, you can use a steering wheel or pedal bar lock on the vehicle.
As we reported earlier, if you live near a public street, you can keep your key fob in a tin, Faraday bag or the freezer. It will block the signal from going out into the street. “The fact that thieves can not only open the car, but start it, is very frightening,” said Roger Morris from the National Crime Bureau (NICB). The devices have been tested on 35 cars, and 18 vehicles were vulnerable. In December 2016, NCIB reported on a series of unscientific tests at different locations over a two-week period. Thirty-five different makes and models of cars, SUVs, minivans and a pickup truck were tested. NICB partnered with NICB member company CarMax, because it is the nation’s largest used car retailer and has nearly every make and model in its inventory. Tests were also done at a new car dealership, an independent used car dealer, at an auto auction, on NICB employee vehicles and ones owned by private individuals. The NICB was able to open 19 (54 percent) of the vehicles, and start and drive away 18 (51 percent) of them. Of the 18 that were started, after driving them away and turning off the ignition, the device was used to restart 12 (34 percent) of the vehicles.
NICB reports different devices are offered for sale to thieves. Some use different technology, and may work on different makes, models and ignition systems. More expensive models may have a greater range and better capabilities for opening and starting a vehicle. While there may not be an effective way of preventing this kind of theft at this time, NICB advises drivers to always lock their vehicles and take the remote fob or keys with them. Drivers should also be on the lookout for suspicious persons or activity, and alert law enforcement rather than confronting a possible thief. It’s also a good idea to never invite a break-in by leaving valuables in plain sight. And once thieves get inside, they can easily steal a garage door opener and valuable papers, such as the vehicle registration, that could lead them to your home. So take the garage door opener with you and take a picture of your registration on your cell phone, rather than keeping it in the glove compartment. This hack is different from the Nick Bilton signal amplifier hack, where the signal of the key fob is amplified to open the car door and steal expensive goods.
This is not the only way to hack into cars. Hacker/researcher George Hotz, who was stopped from testing his self-driving autonomous car system, released a car reverse-engineering tool/hacking device, “panda,” for $99. Comma.ai, a company founded by Hotz, is offering software and hardware so that developers can use it to create their own car hacks and/or see how car software operates. Using the cabana can reverse-engineer the raw CAN messages from a Honda with a live USB connection to panda. There is even a deeper hacking device called giraffe that pulls signals from the advanced driver safety systems and radar.
We thank Auto Connected Car for reprint permission.
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Hurricane Vehicle Replacements, Increased Advertising Drive Truck Interest
by Staff, Auto Remarketing
All The Genuine Lexus Parts You Need For A Lexus Finish
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Jumpstart Automotive Media’s latest path to purchase report released Nov. 28 shows that in October, month-overmonth shopper interest was up 14 percent for full-size pickups and 11 percent
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The 2018 Ford F-150. Recent data from Jumpstart shows the model saw shopper interest increase by 27 percent compared to last October. Photo courtesy of Ford
for three-quarter-ton and 1-ton pickup trucks. In addition to advertising that typically spotlights trucks during sporting events such as football games and the World Series, Jumpstart suggests that shopper interest in trucks this October was particularly strong due to remaining vehicle replacement activity stemming from Hurricane Harvey and Irma damage. “Between increased advertising focus, truck replacement needs and continued low fuel prices,
shoppers had many reasons to turn their attention toward pickups and SUVs during the month of October,” Jumpstart senior analyst of strategic insights Colin Thomas said in a news release. “However, what’s curious today is that shopper interest continues to wane for smaller utility vehicles, which have been very popular for versatility, functionality and value.” Among trucks, full-size pickup trucks and both threequarter-ton and 1-ton pickups had the highest share of shopper interest in October. Full-size pickup trucks and 3/4 and 1-ton pickups saw interest increases of 4.8 percent and 1.8 percent, respectively, compared to the rest of the year. The Ford F-150 and Chevrolet Silverado led October’s truck interest with increases of plus 27 percent and 13 percent, respectively, compared to last year. Larger trucks, such as the Ford F-250 Super Duty and RAM 2500, both had month-over-month growth in interest of plus 22 percent. Additionally, October was also the fourth consecutive month that share of interest declined for the subcompact SUVs/CUVs segment, which has seen a shopper interest decrease of 29 percent since June. We thank Auto Remarketing for reprint permission.
www.autobodynews.com | JANUARY 2018 AUTOBODY NEWS 63
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