April 2017 Southeastern Edition by Autobody News

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MSCRA Negotiating Consumer Bill of Rights, Plans PSAs and Training for 2017

by Chasidy Rae Sisk

Mike Chaney and Attorney General Jim Hood. Hughes believes the outcome of these meetings will be a positive change for the industry. Although he can’t discuss the details of the meetings, he states, “The meetings are interesting and well-attended on both sides. A lot of good ideas are being brought forward. While there has been some distrust between these groups historically, I feel that something positive will come from these conversations. I appreciate the foresight and open-mindedness of our Insurance Commissioner and AtSee MSCRA Negotiates, Page 59

Proposed Crash Parts Legislation in Arkansas Dies with Voice Vote

See Parts Legislation Dies, Page 24

P.O. BOX 1516, CARLSBAD, CA 92018

Proposed Arkansas legislation that ASA said would have reversed consumer protections and diluted a healthy relationship between repairer and consumer died in the House Committee on Insurance and Commerce in February. Robert L. Redding, Jr., the ASA Washington D.C. representative, said the bill faced considerable opposition from Arkansas collision repair shops. “We were grateful that the committee responded to our concerns so quickly and decisively,” said Redding. “Thankfully, the bill died with a voice vote.”

Introduced by state Senator Greg Standridge, R-16, Senate Bill 291 would have repealed the state’s requirement for the use of original equipment parts in the repair of a vehicle that is still under the manufacturer’s warranty, unless the vehicle owner has given written consent otherwise. The bill had passed the state Senate 21-9. Redding said ASA members and the ASA Midwest affiliate team were very clear in their opposition to the legislation. Members were encouraged to contact their legislators in opposition to the committee markup.

Change Service Requested

by Stacey Phillips

VOL. 8 ISSUE 2 APRIL 2017

Survey Shows How Regularly Shops Get Paid for Shop Supplies, Aluminum Labor Rates Automaker repair procedures and position statements have a clear and positive effect for repairers looking to get reimbursed for “not-included” items.

That was among the findings of a recent “Who Pays for What?” survey, four questionnaires a year conducted by Collision Advice and CRASH Network. Each of the quarterly surveys focuses on a different aspect of collision repair, asking shops about which “not-included” procedures they bill for, and about how frequently each of the largest auto insurers pays for those procedures. The latest of the 2017 “Who Pays”

The survey asked shops that have earned one or more OEM aluminum repair certification to rate their satisfaction on their return in that investment

surveys, focused on body labor operations, is being conducted throughout the month of April; visit https://www .crash network.com/collisionadvice for more information or to take the survey. See Who Pays For What?, Page 26

PPG Confirms Interest in AkzoNobel, So Far ‘No’

PPG confirmed on March 10 that it made an attractive and comprehensive proposal to Akzo Nobel N.V. on March 2, 2017, inviting AkzoNobel to enter into negotiations with PPG on a potential transaction to form a combined company, which AkzoNobel rejected. PPG continues to believe there is a strong strategic rationale for the proposed transaction between PPG and AkzoNobel. Michael McGarry, chairman and CEO of PPG, said, “PPG has long admired AkzoNobel’s businesses, global presence, culture and principles as well as its advances in innovative product development and sustainable business practices. We believe a combination of our two companies is a very compelling strategic opportunity. We are confident that this combination is in the best interests of the stakeholders of both companies as it presents a unique opportunity to build on the successful legacies of our businesses. PPG has carefully considered the interest of all AkzoNobel stakeholders including shareholders, employees, customers and the communities it serves and has proposed its willingness to enter

into serious commitments in respect of all stakeholders.” Strategically, the combination of PPG and AkzoNobel would deliver an enhanced global player in paints, coatings and specialty materials, combining complementary products, technologies and geographies, and would create a stronger competitor in a highly competitive global marketplace, offering a broader line of products and technologies cost-effectively to a more diverse customer base. Financially, the combination would create a stronger enterprise with a solid investment grade rating. PPG envisions that the heritage of AkzoNobel’s culture and best practices will be reflected in the composition of the combined company, and in the locations where it would operate. The legacies of both companies would continue, including the use of flagship brands and technologies, investment in research, development and innovation, and the companies’ longstanding commitment to being good employers and corporate citizens that operate in a sustainable and socially responsible manner.

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2 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

Contents

COLUMNISTS Attanasio - Only WyoTech Grads Work at Richard Wood Kustoms . . . . . . . . . . . . 38 Attanasio - She’s Retired, But Not Out of the Game: The Story of “Collisionista” . . 30 Attanasio - There’s No Free Lunch When it Comes to Your Website . . . . . . . . . . . 42 Luehr - How to Create Loyal Customers . . 35 Phillips - George Avery Shares Thoughts on Direct Repair Programs: From the Cradle to the Grave? . . . . . . . . . . . . . . 44 Phillips - Mike Anderson: Why Repairers Need to Research OEM Procedures on Every Single Vehicle Every Single Time . 54 Phillips - Ten Ways to Find Top Talent for Your Shop . . . . . . . . . . . . . . . . . . . . . . 22 Survey Shows How Regularly Shops Get Paid for Shop Supplies, Aluminum Labor Rates . . . . . . . . . . . . . 1 Yoswick - What Happened to the MSO that Pledged to Double In Size by Making the Insurer the Customer? . . . . 48 NATIONAL 2017 MSO Symposium Registration is Open, Agenda Released . . . . . . . . . . . . 63 3M Automotive Aftermarket Division Deploys New Mobile D.E.M.O. Trailer. . . 56 AAAS 2017 Conference Shaping Up for an Exciting Weekend. . . . . . . . . . . . 10

ception on Saturday evening. “We are very pleased to honor our top ten suppliers at Axalta’s first Supplier of the Year Awards event,” said Martin Horneck, Axalta Senior Vice President and Chief Procurement Officer during the ceremony. “This program recognizes our partners who provide the highest quality and most competitive raw materials and services to Axalta, enabling us to be a leader in the industry and, equally important, to develop the innovative technologies and customer-focused services for which we are known.” The winning suppliers were selected See Axalta Supplier Awards, Page 10

Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Online Editor and Copywriter: Deana Cacus Contributing Writers: Tom Franklin, John Yoswick, Janet Chaney, Toby Chess, David Brown, Rich Evans, Ed Attanasio, Chasidy Sisk, David Luehr, Stacey Phillips, Victoria Antonelli Advertising Sales: Joe Momber, Sean Hartman, Bill Doyle, Norman Morano (800) 699-8251 Office Manager: Louise Tedesco Sales Assistant: Jessica Day Content/Social Media Specialist: Cass Heckel Art Director: Rodolfo Garcia Graphic Designer: Michelle Lucas

Serving Florida, Georgia, Alabama, Mississippi, Virginia, West Virginia, Tennessee, North Carolina, South Carolina and adjacent metro areas. Autobody News is a monthly publication for the autobody industry. Permission to reproduce in any form the material published in Autobody News must be obtained in writing from the publisher. ©2017 Adamantine Media LLC.

Advanced Equipment Solutions . . . 15

Insta Finish Car Care . . . . . . . . . . . . 7

Aerosol Refinish Solutions, LLC . . . 13 AIRCOM USA, Inc . . . . . . . . . . . . . . 12

ASTECH . . . . . . . . . . . . . . . . . . . . . . 9 Audi Wholesale Parts Dealers . . 36-37

Axalta Coating Services . . . . . . . . . . 2

BMW Wholesale Parts Dealers . . . . 59 CarcoonAmerica Airflow

Southeast

Accepting Nominations for the 2017 Mort Schwartz Excellence in Education Award . . . . . . . . . . . . . . . . . 56 Auto Care Caucus Filed in Congress. . . . . 59 Automotive Refinish Coatings Market Analysis, Segments, Growth and Value Chain 2015-2025 . . . . . . . . . . . . 51 BASF Offers Exclusive Bentley Level 1 and Level 2 Refinish Training Courses. . 59 California Backs Down on Self-Driving Car Rules, DMW Says No Steering Wheel Needed . . . . . . . . . . . . . . . . . . . . 4 CARSTAR and Automotive Training Coordinators Partner for I-CAR Gold Certification Process . . . . . . . . . . . . . . 58 CCC Information Services Inc. Publishes 2017 Crash Course Report . . . . . . . . . 56 Co-Defendants Plead Guilty in CA Insurance “Scratch Out” Fraud Scheme . . . . . . . . 20 Collision Industry Provides $12M+ to Schools, Students in 2016 Through Collision Repair Education Foundation. . 60 Elite Electronics Supports SCRS as Corporate Member. . . . . . . . . . . . . . . . 58 March 31 Deadline for Applications for NABC Executive Director . . . . . . . . . . . 58 NACE Automechanika Chicago Education to Focus on Current Trends, Technologies and Processes. . . . . . . . . . . . . . . . . . . 52 National AutoBody Research Launches VRS Labor Rate Survey in Kansas and Missouri . . . . . . . . . . . . . . . . . . . . 15 NCACAR Hosts Next Meeting April 6 . . . . 17 New Transportation Secretary Re-Evaluating Self-Driving Car Guidance . . . . . . . . . . . 4 Nissan Issues Precautions For Repairing Bumpers with Blind Spot Warning Installed. . . . . . . . . . . . . . . . . . . . . . . . 46 Polyvance Announces I-CAR® Industry Training Alliance® Approval of PR-02 Plastic Repair and Refinishing Course . . 8 Polyvance Releases R08 PPE+PS Plastic Welding Rod. . . . . . . . . . . . . . . 60 Porsche and Nissan Issue Recalls over Windshield and Airbag Issue . . . . . . . . 46 PPG Confirms Interest in AkzoNobel, So Far ‘No’ . . . . . . . . . . . . . . . . . . . . . . 1 PPG Debuts TouchMix® XI Touchscreen Computer . . . . . . . . . . . . . . . . . . . . . . 61 Proposed Crash Parts Legislation in Arkansas Dies with Voice Vote . . . . . . . . 1 SCRS Education Committee Presents on “Kool Tools” from SEMA Show . . . . . . 63 Self-driving Nissan Leaf Takes to Europe’s Streets . . . . . . . . . . . . . . . . . . . . . . . . . 4 Sherwin-Williams Announces 2017 Second Quarter Training Schedule . . . . . . . . . . 63 There is Still Time to Support 3M’s Hire Our Heroes Fundraiser . . . . . . . . . . . . . 63 Uber Gets California Permit to Test Robotic Cars . . . . . . . . . . . . . . . . . . . . . 4 WIN 2017 Conference Registration Opens, Agenda Announced . . . . . . . . . . . . . . . 61 Women’s Industry Network Announces Winners of the 2017 Most Influential Women in Collision Repair Award. . . . . 60

Axalta Coating Systems hosted its inaugural Supplier of the Year Awards event February 25-26, 2017 in Daytona, Florida. Axalta developed the awards program to recognize the critical role that suppliers play in the company’s ability to deliver superior products and services to its more than 100,000 customers around the world. To emphasize the exceptional performance of the awardees, the celebration coincided with the grand opening of Axalta’s Center Injector at the Daytona International Speedway. Representatives from each of the honored suppliers were invited to participate in activities at Axalta’s injector on Sunday, following the awards ceremony and re-

Index of Advertisers

REGIONAL ‘Friend’ Convicted In Atlanta Body Shop Slaying . . . . . . . . . . . . . . . . . . . . . . . . 15 4 Reasons NC Car Insurance Rates Will Very Likely Rise This Year . . . . . . . . . . 16 AAAS Capitol Days Focus on Bringing Attention to Legislation Impacting the Aftermarket . . . . . . . . . . . . . . . . . . 14 ASA: West Virginia Senate Bill Would Reverse Consumer Protections . . . . . . 40 Athens, GA Native Discovers Interest in Auto Repair Following Car Accident . . . . 6 Automotive Standards Workshop Set for April 18 & 20 at RCC . . . . . . . . . . . 24 Axalta Hosts Supplier of the Year Awards in Daytona, FL . . . . . . . . . . . . . . . . . . . . 3 CARSTAR Makes Repairs and Insurance Claims Easier for Canadian Drivers in Florida . . . . . . . . . . . . . . . . . . . . . . . . 6 CARSTAR North American Insurance Team Hosts PBA Summit in Charlotte . . . . . . . 6 GM and Parks Chevrolet Hosts High Strength Steel and Aluminum Training in NC. . . . . 9 MSCRA Negotiating Consumer Bill of Rights, Plans PSAs and Training for 2017 . . . . . 1 NCACAR to Host Advanced Estimating Seminar on March 25, Plans April Meeting . . . . . . . . . . . . . . . . . . . . . . . . . 9 Next SEMA Town Hall to be Held in Atlanta . . 8 Precision Collision Center Earns Assured Performance Certification and Top Automaker Recognition . . . . . . . . . . . . 61 Richmond Tire Shop Pays Back Customers After ‘Bait and Switch’ Bust . . . . . . . . . 12 West Virginia Crash Parts Bill Seeks to Eliminate Consumer Consent . . . . . . . . 12

Axalta Hosts Supplier of the Year Awards in Daytona, FL

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

Jim Cogdill Chrysler-Dodge-Jeep-

Ram . . . . . . . . . . . . . . . . . . . . . . . . 6

Jon Hall Chevrolet . . . . . . . . . . . . . 40 Kernersville Chrysler-Dodge-Jeep-

Ram . . . . . . . . . . . . . . . . . . . . . . . 25

Kia Motors Wholesale Parts

Dealers . . . . . . . . . . . . . . . . . . . . 49

Systems . . . . . . . . . . . . . . . . . . . 38

Killer Tools & Equipment. . . . . . . . . 19

Association (CAPA). . . . . . . . . . . 29

Mercedes-Benz Wholesale Parts

Certified Automotive Parts

ChemSpec USA, LLC . . . . . . . . . . . 16

Lexus Wholesale Parts Dealers . . . 58 Dealers . . . . . . . . . . . . . . . . . . . . 56

Classifieds. . . . . . . . . . . . . . . . . . . . 62

MINI Wholesale Parts Dealers . . . . 58

DJS Fabrications. . . . . . . . . . . . . . . 22

Nissan of Richmond . . . . . . . . . . . . 50

Coggin Deland Honda . . . . . . . . . . 20

Eckler’s Automotive . . . . . . . . . . . . 45 Eco Repair Systems of North

America, LLC. . . . . . . . . . . . . . . . 23

ECS Automotive Concepts . . . . . . . 28 Equalizer Industries, Inc . . . . . . . . . 34 Everett Chevrolet-Buick-GM-

Cadillac . . . . . . . . . . . . . . . . . . . 51

Ford Wholesale Parts Dealers . . . . 55 GM Wholesale Parts Dealers . . . . . 53 Gus Machado Ford . . . . . . . . . . . . . 52

GYS Welding USA. . . . . . . . . . . . . . 28

Hendrick Automotive Group . . . . . . 17 Hendrick Automotive Group of

MOPAR Wholesale Parts Dealers . . 41

O’Brien Hyundai-Subaru-Mazda . . 39

Polyvance . . . . . . . . . . . . . . . . . . . . 26

Porsche Wholesale Parts Dealers . . 60

Radley Chevrolet. . . . . . . . . . . . . . . 27 Rick Hendrick Chevrolet Naples. . . 54

Rick Hill Imports . . . . . . . . . . . . . . . . 8 Riverside Ford-Lincoln . . . . . . . . . . 44

SATA Dan-Am Company . . . . . . . . . 5 Sherwin-Williams Automotive

Finishes . . . . . . . . . . . . . . . . . 20, 21

Southside Kia . . . . . . . . . . . . . . . . . 46

Spanesi Americas . . . . . . . . . . . . . . 42 Stateline Chrysler-Jeep-Dodge-Ram. 10

Charleston. . . . . . . . . . . . . . . . . . 64

Subaru Wholesale Parts Dealers . . 57

Hendrick Dodge . . . . . . . . . . . . . . . 18

Tameron Hyundai . . . . . . . . . . . . . . 48

Hendrick BMW/MINI . . . . . . . . . . . . 47 Hendrick Kia Cary . . . . . . . . . . . . . . 43

Symach s.r.l. . . . . . . . . . . . . . . . . . . 24 Valspar Automotive . . . . . . . . . . . . . 11

Hendrick Kia Concord . . . . . . . . . . 43

Volkswagen Wholesale Parts

Honda-Acura Wholesale Parts

West Broad Hyundai. . . . . . . . . . . . 50

Hyundai Wholesale Parts Dealers. . 61

Yellow Jacket . . . . . . . . . . . . . . . . . 35

Herkules Equipment Corporation. . 30 Dealers. . . . . . . . . . . . . . . 31, 32-33

Dealers . . . . . . . . . . . . . . . . . . . . 60

Wizards Products . . . . . . . . . . . . . . 14

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 3

California Backs Down on Self-Driving Car Rules, DMW Says No Steering Wheel Needed

California has relaxed several rules on self-driving cars as the state tries to maintain its status as a leader in the field. Alphabet, then Google, had a very public reaction to the original requirement that all vehicles have provisions for drivers and steering wheels. The state’s Department of Motor Vehicles released proposed regulations for autonomous vehicles, dropping an earlier requirement that a human driver had to be present while testing on public roads. The DMV also backed down on a previous rule that vehicles needed a steering wheel and pedals for the operator to take back control. “When we think of driverless vehicles they can either have conventional controls, which are steering wheels, pedals, things like that, or they cannot,” said California DMV Chief Counsel Brian Soublet during a conference call with reporters. If companies test vehicles without conventional controls, they have to show the California DMV that they have approval from the National Highway Traffic Safety Administration, he added. NHTSA said in early 2016 that self-driving software systems, not just humans, can be con-

sidered drivers. “If California was going to keep that level of development activity in the state, what they did was necessary and timely,” said Eric Noble, president of The CarLab, an automotive consulting firm. “They kind of had to do it because at some point manufacturers can’t move autonomous vehicles forward without getting controls out of cars.” California’s change of heart is likely good news for Mountain View, California-based Alphabet Inc., which is developing self-driving software and vehicles through its Waymo division. When the state’s DMV published draft regulations in late 2015 that required human drivers, a steering wheel and pedals, the company was “gravely disappointed.” Google had recently built prototypes with no steering wheel or pedals, and it had to retrofit them to continue testing in California. Californi’s new proposals follow a Michigan law passed in December, which allowed testing with no human driver. It also created a framework for selling autonomous cars which the California DMV also added to its proposed rules.

New Transportation Secretary Re-Evaluating SelfDriving Car Guidance

U.S. Transportation Secretary Elaine Chao said she was reviewing self-driving vehicle guidance issued by the Obama administration and urged companies to explain the benefits of automated vehicles to a skeptical public. The guidelines, which were issued in September, call on automakers to voluntarily submit details of self-driving vehicle systems to regulators in a 15point “safety assessment” and urge states to defer to the federal government on most vehicle regulations. Automakers have raised numerous concerns about the guidance, including that it requires them to turn over significant data, could delay testing by months and lead to states making the voluntary guidelines mandatory. In November, major automakers urged the then-incoming Trump administration to re-evaluate the guidelines and some have called for significant changes. Automakers called on Congress earlier this month to make legislative changes to speed self-driving cars to U.S. roads. Chao, in her first major public remarks since taking office last month, told the National Governors Association: “This administration is evaluat-

Celphy Makes Room for The Clowns

ing this guidance and will consult with you and other stakeholders as we update it and amend it, to ensure that it strikes the right balance.” She said self-driving cars could dramatically improve safety. In 2015, 35,092 people died in U.S. traffic crashes, up 7 percent and the highest full-year increase since 1966. In the first nine months of 2016, fatalities were up 8 percent. Chao, noting research that 94 percent of traffic crashes were due to human error, said: “There’s a lot at stake in getting this technology right.” She said the Trump administration wanted to ensure it “is a catalyst for safe, efficient technologies, not an impediment. In particular, I want to challenge Silicon Valley, Detroit, and all other auto industry hubs to step up and help educate a skeptical public about the benefits of automated technology.” Chao said she was “very concerned” about the potential impact of automated vehicles on employment. There are 3.5 million U.S. truck drivers alone and millions of others employed in driving-related occupations. She also said she would seek input from states as regulators develop rules on drones.

4 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

Uber Gets Calif. Permit To Test Robot Cars

Uber has received a permit from the California Department of Motor Vehicles to test its robot cars in the state and Consumer Watchdog warned that the cars should not carry passengers while still being tested. “When Uber illegally deployed its robot cars in San Francisco last year, the vehicles were observed driving through red lights,” said John M. Simpson Consumer Watchdog’s Privacy Project Director. “Uber’s technology simply isn’t safe enough to put passengers at risk.” Under California law companies testing selfdriving cars with a permit in the state must file reports of any crashes and annual “disengagement reports” describing when the robot technology failed and a human operator had to intervene. Both reports are posted on the DMV’s website. “Now that Uber has permits to test, the company’s activities must be closely monitored by police,” Simpson said. “What is clear is that Uber must not use passengers as human guinea pigs a publicity stunt.” Consumer Watchdog asked people in San Francisco to watch out for traffic violations and safety threats by Uber’s test vehicles.

Self-driving Nissan Leaf Takes to Europe’s Streets

A self-driving Nissan car has taken to the streets of London for the automaker’s first European tests of an autonomous vehicle. Traveling at up to 50 mph and moving from local streets to a major multi-lane road, the modified Nissan Leaf electric car showcased the kind of technology many hope to be the future of travel. Britain has been wooing developers of autonomous vehicles, hoping to grab a slice of an industry it estimates could be worth 900 billion pounds ($1.1 trillion) worldwide by 2025. It also recently announced changes to allow for a single insurance policy to cover motorists driving conventionally and in autonomous mode, as it tries to get regulations in place to encourage the uptake of driverless cars from 2020. Britain’s flexible approach to testing autonomous vehicles helped Nissan pick London for its first European tests, Maarten Sierhuis, the director of its research center in Silicon Valley told Reuters. “It’s not everywhere in Europe that we can go and drive on the road,” Sierhuis said. Nissan launched a version of its self-driving technology dubbed ProPILOT last year in Japan and plans to offer the feature in the Qashqai crossover in Europe this year.

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 5

Athens, GA Native Discovers Interest in Auto Repair Following Car Accident

by Victoria Antonelli

Hitting a deer with only liability coverage would be a disaster for most people, but Casey Skelton was able to find a silver lining. After he and his father took it upon themselves to fix his car (with the help of a local auto body shop for the paint job), he decided he wanted to pursue auto repair as a career. Skelton enrolled in Athens Technical College in January 2017 because of its close proximity to his home. He added that he comes from a family who share his passion for repairing vehicles, and that getting in the accident helped him realize the importance of the industry. “Every time I come to class, I wonder, what will we learn today?” Skelton said. So far, he said his most enjoyable classes have been Auto Collision Repair and Automobile Component Repair and Replacement. “I really like learning about all the different tools,” Skelton said. “Once I learn about a tool, I instantly think of a time when I could have used it while repairing my car.” He added that the eraser disc is his favorite one so far.

Skelton advised students who are looking to pursue a career into collision repair: “If you want to do it, go for it. Do not let your whole life go by wondering, ‘what if?’”

Casey Skelton enrolled in the Automotive Collision Repair Program at Athens Technical College in January 2017

“This is a vast industry, so you will find something you like,” he added. The Athens native is working toward receiving his diploma in the Automotive Collision Repair Program, which utilizes the I-CAR curriculum. He said once he graduates in 2019, he hopes to work as a painter in a dealership. “We expect great things from Casey and are looking forward to helping him achieve his goal,” said Antoine D. Boynton, Director of Public Relations at Athens Technical College. To learn more about Athens Technical College, visit www.athenstech.edu.

CARSTAR Makes Repairs and Insurance Claims Easier for Canadian Drivers in Florida

Drive in Florida during the winter months and you’ll see that birds aren’t the only migratory guests of the state: each year, more Canadians visit Florida for the winter than any other state. And they have more auto accidents in the Sunshine State than any other. However, handling those repairs and claims across the border can be challenging. CARSTAR North America has opened the door to a growing list of Canadian insurance partners through its CARSTAR Care Center. With nearly 20 million Canadians visiting the United States each year, the Care Center, a call center for assigning claims to CARSTAR locations, makes it easy by becoming the main point of contact between the customer, the U.S. CARSTAR collision shop and the Canadian Insurer. “Each year, Canadians make more than 11.9 million trips to the United States, and unfortunately, sometimes they have fender benders or other vehicle issues while they are in the country,” said Michael Macaluso, President, CARSTAR North America. “We want to make it seamless for these drivers to get a high-quality repair on their vehicle through their Canadian insurance carrier. This program makes it much easier

to handle the repair and helps take the stress out of the situation. And it allows CARSTAR North America to offer unmatched coverage in North America.” According to Statistics Canada, Tourism and the Centre for Education Statistics, Canadians made 3.7 million visits to Florida in 2015. Not only is the number of visits high, but Canadians also stay an average of 23 nights. With 11 CARSTAR locations in the state of Florida, the CARSTAR Care Center is available to help Canadians if they need collision repairs done to their vehicle while visiting the Sunshine State. As the single point of contact for everyone involved, the CARSTAR Care Center makes the process of the claim, estimate, repair and payment streamlined. The Care Center is responsible for updating all parties on the status of the collision repair process and claim. The Care Center also helps with the transfer of warranty, obtains priority service for the insured and their vehicles, adds additional accountability in the repair stage of the system, eliminates potential blocks in the appraisal process and generally expedites the cross-border claims process. For more information, visit www .carstar.com.

6 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

CARSTAR North American Insurance Team Hosts PBA Summit in Charlotte, NC

As the North American collision repair market continues to integrate, CARSTAR North America is leading the charge on cross-border insurance programs to provide the highest-quality repairs to customers in the U.S. and Canada, while delivering the industry standard in KPIs and performance to its insurance partners. Recently, the CARSTAR insurance team—the largest group of insurance professionals serving the MSO segment of the collision repair industry—gathered in Charlotte in February for a first-ever summit on how to drive best practices in insurance performance across the border. “Historically, the U.S. and Canada have had different models in how collision repair companies and insurance carriers worked together,” said Michael Macaluso, president, CARSTAR North America. “But with the consolidation of the collision shops across North America, the need for standard repair processes and the advent of broader Performance Based Agreement (PBA) relationships with insurance carriers, now is the ideal time to share best practices from each country and develop the most progressive approach for in-

surance performance in the industry.” Several key initiatives the CARSTAR North American team has already instituted are: CARSTAR North America Care Center to service all CARSTAR customers CARSTAR Cross-Border Insurance program leveraging the Care Center make it easier to handle repairs between the customer, the U.S. CARSTAR collision shop and the Canadian insurer Expansion of the CARSTAR insurance team to provide CARSTAR store owners analytics-based performance reviews to meet PBA metrics CARSTAR delivered 92 percent of its sales volume through insurance carriers in 2016 and saw growth with top 10 insurance carriers of 20 percent. Since 2016, more than 400 new DRPs have been added to the system. CARSTAR continues to lead the industry in KPI performance, include length of rental, cycle time and touch time. For more information about CARSTAR’s North American insurance program, contact Arlo Johnson or John Harvey.

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 7

Next SEMA Town Hall to be Held in Atlanta

SEMA invites industry professionals to its next Town Hall meeting in Atlanta, where members and prospective members will gather at OmixADA, home of Rugged Ridge & Alloy USA, Thursday, April 13 from 6:00 p.m.–9:00 p.m. for an evening of networking with local industry leaders and the SEMA team. SEMA’s Town Hall meetings provide both members and prospective members with the opportunity to learn about the association’s current programs and objectives while networking with automotive aftermarket professionals from the same geographic region. These personal interactions give members a chance to share the business challenges and opportunities they face. As SEMA staff interacts with attendees, they also gain valuable feedback, which helps identify how current benefits can enhance member business operations to better meet their needs. For more information on the 2017 Town Hall series or to register, visit www.sema.org/townhall or contact Kristen Fregoso at (909) 978-6681 or kristenf@sema.org.

Polyvance Announces I-CAR® Industry Training Alliance® Approval of PR-02 Plastic Repair and Refinishing Course Plastic repair is gaining in importance as more body shops are realizing its impact on gross profit margin and cycle time. Shops wanting to im-

at Polyvance’s training center in Rainsville, Alabama. This two-day training class is the industry’s most comprehensive course for beginner and experienced technicians alike, providing hands-on experience in all of the essential skills required for bumper, headlight, and underhood plastic repair.

The learning objectives for the course are as follows:

prove their plastic repair capabilities have few places to turn to for training on the many facets of the art such as plastic identification, dent removal, repair processes, refinishing, and retexturing. To address this need for training, Polyvance is proud to announce that its PR-02 Plastic Repair and Refinishing Course is now approved for ICAR® credit hours and/or Knowledge Area recognition through the I-CAR Industry Training Alliance® program. The PR-02 Plastic Repair and Refinishing course is offered exclusively

■ Identification of different plastic types

■ Removing dents from bumper ■

Welding tears in bumpers

■

Repairing torn mounting flanges

■

Repairing torn slot tabs

■ Repairing torn flexible hinge tabs ■ Repairing holes

■ Repairing thermoset polyurethane (PUR) bumpers

■ Refinishing and retexturing plastic bumpers

■ Welding of other plastic bumpers such headlights, bottles, fender liners, etc.

Donnie Foster, a body technician from Downs Paint & Body of Milton, FL, recently took the course and said, “I’ve been doing this for 17 years; I’m I-CAR Platinum and I’ve taken all the courses – structural, welding, and so on. This was the best, most informative course I’ve ever taken. Well worth the time and money.”

North American shops interested in scheduling this training may register online at www.polyvance .com/training or call 800-633-3047. The cost of the course is $500 per person. Students completing this course are eligible for 13 credit hours under the I-CAR Industry Training Alliance program.

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NCACAR to Host Advanced Estimating Seminar on March 25, Plans April Meeting

by Chasidy Rae Sisk

On March 25, the North Carolina Association of Collision and Autobody Repair (NCACAR) will be hosting an Advanced Estimating seminar at the CPCC Merancas Campus in Huntersville, NC, from 9AM to 3PM. The seminar will be taught by James Spencer, Business Development Consultant for PPG’s Collision Services Program. The $25 registration fee includes lunch and benefits NCACAR. Those interested in attending should RSVP by March 21 to Josh Kent, Director of Membership, at membership@ncacar.com. According to Kent, “Everyone I talk to says Mr. Spencer’s classes are a must see – nothing boring with his presentation! Take advantage as I am sure you will learn something new in this training class. No matter if you’re experienced or new, you could definitely learn benefit from this seminar.” NCACAR will hold its next association meeting on Thursday, April 6 at Noah’s Event Venue in Charlotte. Food will be provided starting at 6PM with the meeting beginning at 7PM.

NCACAR President Brian Davies will open the meeting with an association update followed by an industry update presented by Michael Bradshaw, Vice President of Operations at K & M Collision. Next, Davies, Bradshaw and Clint Rogers will provide a presentation on Advanced Estimating, a continuation of the March 25 class. Then, Charles and Johnathon Humphreys of Wach Marketing will present “How Social Media Can Help Your Business Grow” and “Power of the Whole: Helping the Association Become a Force in the Market.” The meeting will conclude with “GM Collision Program Overview,” presented by General Motors’ Charles Cropp. During the meeting, attendees will have the opportunity to buy a $10 raffle ticket for a chance to win a Car-OLiner CR35 Spotter, valued at $2463, which was donated by Carolina Collision Equipment, LLC. NCACAR’s April meeting is sponsored by Works Plus Collision Repair Center, PPG and Single Source. To attend, please RSVP by April 3 to Josh Kent, Director of Membership at 704-998-8552 or membership@NCACAR.com.

GM and Parks Chevrolet Host High Strength Steel and Aluminum Training in NC

by Chasidy Rae Sisk

On February 22, GM and Parks Chevrolet hosted the first of two training events in aluminum and high strength steel repairs. According to Charles Cropp, Customer Care and Aftersales for General Motors, “The event was a huge success. With over 50 attendees, we are very pleased with the interest and turnout. Attendance, interest and participation exceeded our expectations. Attendees have responded positively with reviews, suggestions and inquiries of future seminars.” These one-hour seminars are designed to cover the highlights of specific topics, but GM also offers full-day, in-depth training in classroom settings with the goal of “providing our repair facilities with OE level training as an added benefit to our part and product offerings,” Cropp explains. NCACAR helped promise the event, and Cropp shares his opinion as a GM representative: “The NCACAR group and events like these are exactly what our industry needs. The cooperative efforts be-

tween ‘competitors’ will assist us all within a challenging industry. When our group meets and General Motors can provide information specific topics of interest in one setting to a group of 50-100+ shop owners and technicians, it’s always a huge success. General Motors wants to provide information and topics to assist our customers in repairing automobiles safely, efficiently and cost-effectively.” The next training seminar GM will offer in this series in “High Strength Steel: Identifying and Repairing.” Scheduled for mid-May, this session will be held in Charlotte, NC.

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AAAS 2017 Conference Shaping Up for an Exciting Weekend

Continued from Page 3

On June 8-11, the Automotive Aftermarket Association of the Southeast (AAAS) will be holding its 2017 Conference at the Sandestin Village of Baytowne Wharf in Destin, FL. AAAS President Randal Ward says, “The schedule of events has a perfect balance of networking opportunities and activities for members and their families. Our annual conference is an opportunity for members to connect with their peers, discuss and identify issues affecting their businesses, and hear from industry experts.” The conference will kick off on Thursday evening with a welcome reception by AAAS Chairman Jarrett Liles. Early Friday morning, anglers can enjoy a memorable experience aboard the Relentless, sponsored by Federated Insurance. Lunch is included, but those interested should register early for this popular excursion which sells out fast. On Friday evening, AAAS will co-host a reception with the Young Auto Care Network Group (YANG). Liles states, “We look forward to having YANG professionals join us on Friday evening. AAAS and YANG

by a cross-functional committee representing Axalta’s global R&D/Technology, Operations, and Procurement organizations around the world and judged by their ability to provide superior quality, service, technology and pricing to Axalta. Nominees were also evaluated on their sustainability initiatives.

by Chasidy Rae Sisk

members have great experiences and perspectives to share. I hope YANG members will take advantage of our offer of free conference registration for YANG members and join us for the entire conference.” The business program on Saturday morning consists of an exciting list of guest speakers delivering timely

and informative educational presentations on the most important topics impacting the aftermarket industry. Ward promises, “Attendees will have the opportunity to talk with experts and hear the latest information available regarding important and trending industry topics including telematics, etailing, legislative issues, financial and technical topics to help better navigate the aftermarket industry.” Moving to the Baytowne Golf Course on Saturday afternoon, the annual 18-hole, four-person scramble

10 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

golf tournament benefits the AAAS Educational Foundation Scholarship Fund and is sponsored by Federated Insurance. Prizes will be awarded for Longest Drive and Closest to the Pin, as well as a possible $10,000 prize for a hole-in-one. AAAS will host its Dinner Banquet and Inaugural AAAS Educational Foundation Silent Auction on Saturday evening. According to Clyde Darville, Chairman of the AAAS Educational Foundation Board of Trustees, “We are excited to take the Educational Foundation to a new level and host the first AAAS EF Silent Auction. Because of the tireless work of volunteers and donations from members and friends of the association, we have awarded more than $42,000 in scholarships since 2006. Our goal is to grow and continue to support our members, their employees and families as they pursue their educational goals. You won’t want to miss this exciting event!” The cost of the conference is $145 per attendee, or those interested can choose to attend specific portions of the event for various fees. YANG members can attend the conference for free. For more information, visit www.aaas.us.

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West Virginia Crash Parts Bill Seeks to Eliminate Consumer Consent

West Virginia Senate Bill (SB) 544, introduced by state Sen. Mark Maynard, R-6, would eliminate the requirement for consumer written consent when using aftermarket parts in a vehicle that is still under the manufacturer’s warranty. The legislation would modify West Virginia’s current law requiring consent from the vehicle owner to mere notification. Current law stipulates that motor vehicle body shops must use genuine crash parts for a period of three years, the year the motor vehicle was manufactured and the two succeeding years thereafter, “sufficient to maintain the manufacturer’s warranty for fit, finish, structural integrity, corrosion resistance, dent resistance and crash performance unless the motor vehicle owner consents in writing at the time of the repair to the use of aftermarket crash parts.” Automotive Service Association (ASA) opposes SB 544 and asks West Virginia repairers to contact their state legislators in opposition to the bill. For additional information, visit www.ASAshop.org or ASA’s legislative website at www.Taking TheHill.com.

Richmond Tire Shop Pays Back Customers After ‘Bait and Switch’ Bust by Claudia Rupcich and Scott Wise, WTVR

A Richmond, VA-based shop will pay back customers as part of a settlement reached with the Virginia Attorney General’s Office. Shockoe Bottom Automotive & Tires, Inc., also known as Shockoe Bottom Tires and Emerald Tires, was accused of offering tires and services for one price, but ultimately charging customers a higher price. That, the Virginia Attorney General’s Office said, violated Virginia’s “bait and switch” statute. “Honest advertising is one of the most basic requirements of doing business in Virginia,” Attorney General Mark Herring said. “A business can’t just advertise one price then charge customers more when they actually arrive at the door.” A June 2016 lawsuit alleged the tire shop: ▪ Advertised tires for sale on the front of its building for $25, but failed to honor that price with consumers who purchased tires at the shop ▪ Posted coupons, in the store and online, offering tires “buy 3 get 1 free,” then refused to honor those terms

NCACAR Hosts Next Meeting April 6 by Chasidy Rae Sisk

The North Carolina Association of Collision and Autobody Repair (NCACAR) will hold its next association meeting on Thursday, April 6 at Noah’s Event Venue in Charlotte. Food will be provided starting at 6PM with the meeting beginning at

7PM. NCACAR President Brian Davies will open the meeting with an association update followed by an industry update presented by Michael Bradshaw, Vice President of Operations at K & M Collision. Next, Davies, Bradshaw and Clint Rogers will provide a presentation

on Advanced Estimating, a continuation of the March 25 class. Charles and Johnathon Humphreys of Wach Marketing will then present “How Social Media Can Help Your Business Grow” and “Power of the Whole: Helping the Association Become a Force in the Market.” The meeting will conclude with “GM Collision Program Overview,” presented by General Motors’ Charles Cropp. During the meeting, attendees will have the opportunity to buy a $10 raffle ticket for a chance to win a Car-O-Liner CR35 Spotter, valued at $2463, which was donated by Carolina Collision Equipment, LLC. NCACAR’s April meeting is sponsored by Works Plus Collision Repair Center, PPG and Single Source. To attend, please RSVP by April 3 to Josh Kent, Director of Membership at (704) 998-8552 or membership@NCACAR.com.

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▪ Advertised a tire alignment service as included with the price of tires, but refused to provide the alignment service to consumers who purchased tires “Consumers have a right to rely on the advertisements and representations a company makes,” Herring said. As part of the settlement, the shop agreed to the following terms: Shockoe Bottom Tires agrees to provide refunds to Virginia consumers who file a complaint and who suffered “monetary harm” on or after September 1, 2013, including any amount paid at Shockoe Bottom Tires’ East Main St. location: 1. In excess of $25 for any tire purchased;

2. For a fourth tire where three tires

were purchased at one time;

3. For an alignment where the consumer purchased two or more tires and sought but did not receive a free alignment; or

4. Any other charges incurred as a result of Shockoe Bottom Tires’ failure to honor its advertised terms or price(s).

In order to qualify for reimbursement, customers must file a qualifying complaint with the Virginia Attorney General’s Office by August 7, 2017. You can file those complaints by phone at (800) 552-9963, by email, or via online complaint form. We thank WTVR for reprint permission.

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MSCRA Negotiating Consumer Bill of Rights, Plans PSAs and Training for 2017 by Chasidy Rae Sisk

Over the past couple months a task force has been established in MS with the end goal of creating a “consumer bill of rights” to help consumers understand their rights and what they pay for their insurance coverage. John Morgan Hughes, Lobbyist and Executive Director for the Mississippi Collision Repair Association (MSCRA), has been heavily involved in this series of meetings which include the association, body shops, insurance companies, OEM manufacturers, and attorneys, in addition to Insurance Commissioner Mike Chaney and Attorney General Jim Hood. Hughes believes the outcome of these meetings will be a positive change for the industry. Although he can’t discuss the details of the meetings, he states, “The meetings are interesting and well-attended on both sides. A lot of good ideas are being brought forward. While there has been some distrust between these groups historically, I feel that something positive will come from these conversations. I appreciate the foresight and open-mindedness of our Insurance Commissioner and Attorney

General for hosting these talks, and I’m really looking forward to the end product.” The final product will be a public information document created with input from both the insurance and collision repair industries that can be given to consumers to guide them in what to do after a collision. MSCRA intends to work with members to distribute this consumer awareness information once both sides are happy with the document. After the fourth meeting is held in April, Hughes believes the group will have a pretty good idea of the final draft. More importantly, he observes, “This is the first time all of these people have been in a room together, and it shows that we can come together at the same table and share our viewpoints. It’s important for the insurance and collision repair industries to come together for our mutual benefit.” Hughes also notes that shop education and training plays a large role in the adversarial relationship between shops and insurers. “As long as the guy with no credentials receives the same hourly rate as shops that invest in training and equipment, we are going to see a conflict. Not all

14 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

shops are created equal.” Consumer awareness is an important topic for MSCRA in 2017. The association is working on public service announcements to help consumers understand what is a safe and proper repair and to educate on the things they should know before choosing a shop to repair their vehicle. MSCAR eagerly anticipates that 2017 Southern Automotive Repair Conference to be held in Biloxi in April. Last year, 200 shops attended, and this year’s goal is to attract 300 shops. Hughes is particularly excited about Mike Anderson’s presentation. The current MS legislative session is nearly at a close, and during this session, the association was able to defeat a strong piece of legislation that is membership felt would not be good for the public as it created “a pathway to clearing titles for destruction.” If passed, HB2229 would have allowed for the authorization of a vehicle without a certificate of destruction for water damage that has been declared a total loss to be issued a branded title of the vehicle has been restored to its operating condition.

www.autobodynews.com

AAAS Capitol Days Focus on Bringing Attention to Legislation Impacting the Aftermarket

The Automotive Aftermarket Association of the Southeast (AAAS) has been busy visiting the legislators who represent their members. The group visited Atlanta, GA, on January 11 and Montgomery, AL, on February 15 to meet with state senators and representatives. Randal Ward, President of AAAS, states, “Legislators in both states are familiar with AAAS and the issues faced by the aftermarket industry, and they were pleased to have the opportunity to once again visit with members. These events strengthen the association’s hand in advocating for a strong, free and competitive automotive aftermarket industry to legislators. Members are able to introduce themselves and their businesses to representatives and share experiences, as well as offer themselves as a resource for questions and issues the legislators may face in years to come.” On March 14-15, AAAS members and staff travelled to Tallahassee, FL. The association supports and is current monitoring Senate Bill 292 which was sponsored by Senator Randolph Bracy and has been filed with the FL legislature for the 2017 session. If passed in its current form, this bill would require new and used car dealers in FL to provide See AAAS Capitol Days, Page 51

‘Friend’ Convicted In Atlanta Body Shop Slaying by Craig Johnson, Atlanta Patch

A Fulton County, GA jury convicted a man of felony murder for gunning down his longtime friend after an argument, District Attorney Paul Howard Jr. announced Tuesday, March 14.

In addition to murder, Tevision Troy, 46, was found guilty of multiple charges, including aggravated assault with a deadly weapon, possession of a firearm during the commission of a felony, and possession of a firearm by a convicted felon. Fulton prosecutors claim Troy opened fire on 46-year-old Tony Saffo in March 2016 outside Jenkins’ Auto Body Shop on Jonesboro Road in southeast Atlanta. The two had been friends for more than a decade, but Saffo, sitting in his vehicle, ordered Troy to

leave the premises after he got into a confrontation with another friend. Troy left, but he came back with a Mac-10 semi-automatic submachine gun, according to detectives. Saffo was shot while still in the car, suffering two gunshot wounds to his torso and one to his left arm, prosecutor said. As he crawled out of the car, he managed to identify the man who shot him with his last breath. Troy was arrested by police two days later. “The Georgia Bureau of Investigation matched the ballistic evidence in the murder of Saffo with ballistic evidence of a shooting pled guilty to by Troy in 1998. Authorities concluded Troy had used the same semi-automatic weapon in each case,” a news release from the Fulton DA says. We thank Atlanta Patch for reprint permission.

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National AutoBody Research Launches VRS Labor Rate Survey in Kansas and Missouri

NABR has announced the launch of the VRS Labor Rate Survey in both Kansas and Missouri, sponsored by an anonymous Kansas City metro area collision repair center. The online survey is free for all Kansas and Missouri collision repair centers and can be found on the NABR website. The VRS Labor Rate Survey provides both collision repairers and insurers with an independent, third party, trusted survey of labor rate data in markets across the United States. The VRS reports labor rate ranges based on shops’ posted labor prices, not on an artificially defined single prevailing rate for all shops. Labor rate data can be filtered by training, certifications, and equipment, among other variables, to help find apples-to-apples comparisons among body shops. “Collision repairers deserve to be paid what they are worth, no more, no less,” said the survey sponsor, a collision repairer in the Kansas City metro area. “Different shops make different investments in training, tooling, equipment, and certifications, to enable high quality and safe collision repairs. Shops deserve to be compensated commensurate with that investment, and the VRS helps reveal how labor prices for those shops vary with that investment.”

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“We are pleased to bring the Variable Rate System and the VRS Labor Rate Survey to Kansas and Missouri, in the heart of our country,” said Richard Valenzuela, CEO of NABR. “These two important states help bridge the current VRS footprint from the South Central states up through the Midwest. Now they too can have the market data and online tools they need to help get paid what they are worth and get paid for more of the work they do.” To see the innovative Variable Rate System for themselves, any collision repair owner or general manager may request a free, no-obligation demo of the VRS, to see firsthand how the system can help them charge and collect sufficiently profitable labor rates and get paid for more necessary but not-included procedures. Kansas and Missouri become the 18th and 19th states to launch the VRS Labor Rate Survey, joining other states currently running the VRS Survey including Arkansas, Arizona, California, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, New Jersey, New Mexico, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas, and Utah. For more information, visit www .NationalAutoBodyResearch.com.

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4 Reasons NC Car Insurance Rates Will Very Likely Rise This Year by Celeste Smith, The Charlotte Observer

North Carolina auto owners haven’t seen an insurance rate increase since 2009. That soon could change. The N.C. Rate Bureau, which represents all insurance companies doing business in the state, filed a request in December with the state Department of Insurance seeking an average increase of 13.8 percent in automobile insurance rates. State regulators have 60 days to approve or challenge the rate hike request. If approved, the higher rates start Oct.1.

Here are four more reasons why car insurance will likely rise this year:

1. Smartphone-addicted drivers are facing more scrutiny. More than one in three motorists text while driving, and 29 percent access the internet while driving, according to a 2015 survey by State Farm Insurance. Drivers are also using their devices more for GPS, reading and responding to email, and using social media, according to the survey. State Farm and other insurers and researchers say there are many reasons behind a rise in distracted driving – from drivers grooming behind the wheel, to reading, to fiddling with radios. But mobile devices especially are drawing attention. “It’s interesting to observe how the number and types of distractions available on cell phones have grown over the years we have conducted this annual survey,” Chris Mullen, director of technology research at State Farm, said about the study. An estimated 33,000 people were injured in 2014 in crashes involving cell phone use or other cell phone-related activities. That’s 8 percent of all people injured in distraction-related crashes, according to the National Highway Traffic Safety Administration. And for the record: It’s against the law in North Carolina to type a text message or read a text or email while driving.

2. The economy is good...which is leading to more crashes. This is the N.C. Rate Bureau’s first rate hike request since 2009, toward the end of the recession. Fear of losing jobs combined with high gas prices kept people off the roads, according to Bob Hunter, di-

rector of insurance for the Consumer Federation of America. Drivers are logging more miles these days, according to the rate bureau. In North Carolina, miles driven

year it had begun to increase auto premiums because of higher expenses, following Allstate Corp. and Berkshire Hathaway Inc.’s Geico, according to Bloomberg.

4. ‘Hands-free’ does not mean ‘brain-free.’ Even if your car thinks for you by following voice-activated commands, you’re still distracted, according to a 2015 study by AAA Foundation for Traffic Safety. Using voice-based systems for voice dialing, music selection, GPS destinations and controlling heat and air is “cognitively demanding and Smartphone-addicted drivers are facing more scrutiny from North Carolina insurers who say distracted driving ought not to be used indisis causing more wrecks. More than one in three text criminately while operating a while driving, and 29 percent access the internet while motor vehicle,” the study driving, according to a survey by State Farm Insurance. found. “Hands-free does not Credit: Rich Pedroncelli-AP mean brain-free.” rose 13 percent in 2015, compared to Mental distractions could last up to the average of the preceding five years. 27 seconds after using these systems. And that means more crashes. Older drivers in the study were espeCiting N.C Department of Motor Ve- cially taxed. hicles statistics, the rate bureau said A separate AAA study from 2015 driving-related fatalities increased 8.1 also showed challenges to drivers using percent in 2015 from the year before. Injuries increased 11.8 percent, and reported crashes rose 11.1 percent.

3. Cars are more complicated. So repairs are more expensive. Insurers say their costs are rising, as more high-tech vehicles with safety features hit the road. It “used to be just fixing a bumper,” said Allstate spokesperson Adam Polack. “Now it has a backup camera in it. So cars are more expensive to fix.” Other costs come into play, according to Loretta Worters of the Insurance Information Institute, a nonprofit trade group. “In recent years, medical and auto body repair costs have increased at a rate much faster than inflation,” Worters said by email. “Legal costs have gone up, too.” Insurers’ loss ratios—the amount they pay toward claims out of each dollar of premiums—spiked in 2015, according to Worters. State Farm Mutual Automobile Insurance Co., the largest U.S. property-casualty insurer, said its 2016 annual profit plunged 94 percent on car insurance claims costs, according to a Bloomberg report. Travelers Cos. said earlier this

16 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

voice-based features of smartphones.

What’s next? Hunter, a former commissioner of insurance for Texas, said while it’s expected of rate bureaus to ask for increases, they don’t always get them. And even though the N.C. Rate Bureau hasn’t made a request in several years, a 13.8 percent request is still eye-catching. “Maybe they should have filed one last year for 3 or 4 percent, and this year for 3 or 4 percent,” Hunter said. “The big factor is miles driven,” Hunter said, although smartphones are “driving up the cost of insurance because of more accidents.” Auto insurers last sought a 1.4 percent rate hike in 2009, on top of a 9.4 percent increase requested in 2008. But in the end it reached an agreement with the Insurance Commissioner at the time, Wayne Goodwin, that produced a slight reduction in rates – a one-half percent decrease. It remains to be seen whether things will be any different under new Commissioner Mike Causey, a Republican See 4 Reasons, Page 20

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Shop Strategies

Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.

I-CAR Announces Nationwide Initiative to Hold Classes in Technical Schools & Colleges with Stacey Phillips

Collision repair students across the country will soon have the opportunity to sign up and take I-CAR classes at a technical school or college in their local area. (I-CAR stands for the InterIndustry Conference on Auto Collision Repair.) In the past, classes were often held at collision repair facilities or other locations. Mike Miller, the northwest regional manager for ICAR, said many shops in the industry had concerns about the possibility of losing employees by sending them to other collision repair facilities for training. “There will now be a neutral facility where the whole industry feels comfortable attending,” said Miller. “It is also a way that I-CAR can support the career technical schools and colleges that have supported us over the years.” This change is part of the national scheduling initiative I-CAR is currently implementing. The ultimate

goal is to have training sites at 250300 schools where students can enroll for the I-CAR Professional Development Program™ (PDP). All I-CAR live classes will be included.

“I-CAR’s PDP offers collision repair professionals a role-relevant training path that provides them with the knowledge and skills needed to perform complete, safe and quality repairs,” said Miller. Established in 1979, the international not-for-profit organization is represented by all segments of the industry

18 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

including collision repair; insurance companies; OEMs; education, training and research; tools, equipment and supply; and other industry services. Miller said it’s very common for I-CAR to be approached by someone who is interested in taking a certain class shortly after that same class was just held. Rather than setting up instruction on a reactive basis, Miller said the goal is to be proactive in the future. “We’re looking to give enough advanced notice so that everyone will have an opportunity to plan their training and decide when they need to send their technicians,” said Miller. “By being proactive, it allows the industry to look at our schedules and plan ahead.” In exchange for using the classrooms and lab space at the career technical school and colleges, I-CAR will provide the curriculum, licensing fees

and other student fees at no charge. He estimates this will be a $5,000 annual savings to the schools, including savings of $1,100 for the annual PDP-Education Edition license, the inclusion of I-CAR’s Reparability Technical Support (RTS) portal access worth $1,700 and a savings of $150 fee per student. In addition, Miller said I-CAR is putting together a Purpose-Built curriculum. “Depending on the topic of the course and the needs of the course, it will determine whether it is delivered live, online or virtually,” he said. Live courses will typically have a hands-on component whereas online courses will be set up to teach technical information. During the past few months, ICAR has reached out to technical schools and colleges nationwide to discuss the national scheduling initiative. The plan is to roll out the proSee I-CAR Announces, Page 28

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 19

Co-Defendants Plead Guilty in CA Insurance “Scratch Out” Fraud Scheme Monterey County District Attorney Dean D. Flippo recently announced that on February 22, defendant Antonio Arias, age 47, of Salinas, pled guilty to a felony charge of auto insurance fraud and defendant Martin Lopez, age 49, of Salinas pled guilty to a felony charge of auto insurance fraud and a misdemeanor violation of worker’s compensation insurance fraud. Sentencing will take place on March 22, 2017 before Judge Andrew Liu. In 2015, investigators from MADCAT (the Multi Agency Detail Commercial Auto Theft), the District Attorney’s Office and NICB (the National Insurance Crime Bureau) discovered two auto body facilities in Salinas involved in a “scratch out” fraud scheme in which a fully insured vehicle is fraudulently vandalized by the vehicle owner or an associate of the body shop with the owner’s consent. Thereafter, an insurance claim is filed which is typically inflated and often seeks thousands of dollars to repair the fraudulent damage. When the insurance company pays the claim, the money is shared between the shop owner, the vehicle owner, and any other participants in the scheme. One such facility was West Market Auto

Body, operated by Martin Lopez. In mid-2015, a joint operation was undertaken wherein an undercover investigator contacted Arias and inquired about the possibility of setting up a “scratch out” scheme. Arias worked at West Market as a car painter who agreed to participate in the scheme. Arias then gave the investigator instructions on how to damage the vehicle to avoid any suspicions by the insurance company. He also gave the investigator instructions on what to say to the insurance adjustors in order to convince them the damage was legitimate. The investigator—using an undercover vehicle—followed Arias’ directions and returned the now damaged-vehicle to him for repair. After a claim was submitted, a check for $4888.11 was issued to West Market. In late 2015, Lopez, the owner of the auto body shop, agreed to host a separate scratch out scheme and a second undercover car was delivered to West Market. Lopez also gave specific instructions to undercover agents on how to vandalize the car for insurance money. A fictitious estimate was submitted by Lopez to the insurance company for payment and Lopez received $5,006.18. Upon inspection of

the body shop, investigators found that the shop was not in compliance with worker’s compensation insurance laws. Auto insurance fraud is not uncommon in Monterey County and is a serious problem nationwide resulting in billions of dollars lost every year. As a result, insurance rates are increased to cover those costs. The District Attorney’s Office-Auto Insurance Fraud Unit works in conjunction with the Monterey County Sheriff’s Department MADCAT in investigating auto body shops throughout the County. Members of the public having information about possible insurance fraud are encouraged to report what they know to MCSO Detective Ken Owen at 831-755-7279, CHP Detective Chuck Rodriguez at 831-755-3818, DA Investigator Maribel Torres-Hart at 831-883-7588 or District Attorney’s Office Fraud Hotline at 831-755-3224. This case was investigated by Detective Arras Wilson, MSCO, Detective Chris Browning, CHP, and Investigator Maribel Torres-Hart, District Attorney. John Pearce of the National Insurance Crime Bureau assisted in the investigation by providing the vehicles used in the undercover operation.

Continued from Page 16

4 Reasons

who defeated Goodwin’s bid for a third term in November. Insurance Department spokesman Colin Day said both the department and the commissioner are withholding comment on the Rate Bureau’s approximately 1,300-page filing for now. The Insurance Department noted in its announcement of the Rate Bureau’s filing that auto rates haven’t risen in North Carolina in more than a decade. The last increases went into effect in 2001 and 2002, but were erased by a rate decrease in 2003, the department said. We hank The Charlotte Observer for reprint permission.

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Pro Spot Hosts CREF Career Fair, Helping Students and Potential Employers Connect with Stacey Phillips

The headquarters at Pro Spot International in Carlsbad, CA, was busier than usual in March when the company

About 350 students attended the CREF career fair at Pro Spot in March

hosted a Collision Repair Education Foundation (CREF) career fair. Busloads of high school and college students arrived at the company’s location ready to meet potential employers and learn more about the collision repair industry. Approximately 350 students from San Diego and surrounding communities attended the event, which included lunch and a tour of the facility where Pro Spot manufacturers resistant spot welding equipment and products. The

students also had to the opportunity to talk to the 15 companies who were there to discuss future employment options and what it takes to be prepared. They included collision repair facilities, a technical school, rental car company and other industry stakeholders.

(From left) Service King was represented by Vanessa Polanco, Chris Maimone, Carmen Ayala, Gordon Welliver and Erica Aguirre

Ron Olsson, president of Pro Spot International (left) with CREF Executive Director Clark Plucinski

“These events have been great in terms of helping create that connection between the students and future employers,” said Brandon Eckenrode, CREF’s director of development. “The students are able to meet companies first-hand and learn about the industry.” The event was one of 20 career fairs planned by CREF this year across the country. This is the second year the Spring Career Fairs have been held. CREF kicked off the first of the year in February in Des Moines, Iowa. More than 1,000 students registered for the March career fairs held in San Diego, as well as Houston and Dallas, Texas. Eckenrode said the career fairs are a key component of the foundation’s mission to “support repair educational programs, schools, and students to create qualified, entry-level employees and connect them with an array of career opportunities.” “Our whole focus is about employment,” said Clark Plucinski, the executive director of CREF. “Not just with the career fairs but everything the foundation is working on.” This includes scholarship and grants, SkillsUSA and other programs that encourage and support young collision repair students to pursue careers in the collision repair industry. Plucinski said over $60 million has been donated to CREF to support students in the industry since 2009 when the organization embraced the change from helping schools with the I-CAR See CREF Career Fair, Page 40

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 21

Shop Strategies with Stacey Phillips

Ten Ways to Find Top Talent for Your Shop Finding the right person to hire at your body shop can make a huge difference to the success of your business. With Baby Boomers retiring and a critical shortage of technicians, it is becoming more important than ever to fill the employment gap. According to the Collision Repair Education Foundation (CREF), more than 21,500 collision repair technicians leave the industry every year, a trend that has increased steadily since 1995. “Even with 80,000 young people enrolled in collision repair classes, there will not be enough qualified graduates to meet growing labor demands,” said CREF. No longer can you just put a sign in your window looking for new hires and expect to find the perfect technician. However, there are ways to reach out to find a good match for your body shop. 10 ways to find top talent:

1) Partner with a technical school Trade schools across the country are working hard to prepare the next generation of workers. By building a relationship with one in your area, you’ll have the opportunity to meet potential new hires and showcase your body shop. Javier Valencia, the campus admissions representative from the Universal Technical Institute, said that technical schools offer students the opportunity to gain specific knowledge that will help them learn what it takes to work in a variety of jobs in the industry.

2) Offer a job shadowing program or internship Inviting less experienced technicians into your shop and offering them hands-on training often leads to those same individuals becoming full-time employees. Many schools offer intern-

ship programs for students and will help place qualified workers in your place of business.

3) Advertise on your own website Set up a dedicated section on your company website to include new jobs. It only takes a few minutes to update the information and also showcases your company’s culture so potential workers will learn about what your business stands for.

4) Look for career websites There are a variety of career websites to choose from such as CareerBuilder .com, Monster.com and Indeed.com. By listing your job opportunity on one or more of them, it will help you reach a wider audience.

5) Post on social media Social media platforms such as Facebook, Twitter and LinkedIn are great ways to advertise you are looking for employees. The next generation of workers are more than likely very comfortable on these mediums and use them frequently.

6) Offer perks A good wage is no longer enough to attract and retain employees. The next generation of workers is looking for companies that are open to flexible hours, make a difference in their communities and have open communication. They also want to learn and grow. Make sure to provide medical and dental benefits as well as the opportunity for advancement, which is very appealing to Millennials.

7) Attend career fairs Career fairs give companies a great opportunity to meet students who are looking for employment. “These types of events connect students with those looking to hire them,” said Brandon

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Eckenrode, the director of development for CREF.

8) Pay well and offer additional training Provide your employees with attractive compensation and make sure they stay current with training. By investing in their future, you will have a better chance to gain a long-term employee. Incentives such as a tool allowance and tuition reimbursement are also appealing to potential employees.

9) Get creative In addition to the typical ways of finding new hires, it may be advantageous to think outside of the box. Consider reaching out to the military or even correctional facilities. Many have workplace development programs in collision repair.

10) Be passionate

Develop a culture of trust. Demonstrate that you care about your employees and want to create a team atmosphere where everyone is respected and appreciated. CREF is gathering student information as part of the organization’s National Student Resume Database. High school and college collision repair students looking for full-time, part-time or internship work are invited to provide their contact information to CREF at the end of the spring school semester. The database will be then be distributed to industry supporters. For information, email Brandon .Eckonrode@ed-foundation.org. The industry is currently looking for new ways to hire workers. If you have additional recommendations on how to find top talent, we encourage you to email us. By working together as an industry, it will help the collision repair industry grow and prosper in the future.

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 23

Automotive Standards Workshop Set for April 18 & 20 at Randolph Community College in NC Randolph Community College’s Workforce Development and Continuing Education program in Asheboro, NC will offer a two-day “IATF

16949 Standard Workshop” in April for organizations in the automotive industry who need to transition to this new standard. IATF 16949:2016 is the new Quality Management System (QMS) standard for organizations in the automotive industry. This new standard will supersede and replace the current ISO/TS 16949:2009 standard.

All organizations currently certified to ISO/TS 16949:2009 will need to successfully transition by Sept. 14, 2018. This overview provides participants with a basic understanding of the meaning and scope of the new IATF 16949 of Quality Standards and acquaints them with guidelines to help them assess the appropriateness and value of certification and registration in their own organization. Ten standards in the new IATF 16949 series will be discussed along with current procedures for registration, who is registered in the United States, and the probable costs and expectations of third party auditing services. This course also examines the actions to address risks and opportunities. The workshop will be held from 8 a.m.-5 p.m. on Tuesday and Thursday, April 18 and 20, in Room 223 of the Continuing Education and Industrial Center on the Asheboro Campus. The cost of the workshop is $150. For more information or to register, call (336) 633-0268.

Continued from Cover

Parts Legislation Dies

A letter was also sent out to the chairman of the Arkansas House Committee on Insurance and Conference on behalf of ASA Arkansas members. In the letter, Redding wrote, “SB 291 will reverse consumer protections for vehicle owners in the state of Arkansas. Arkansas is one of a few states that assures vehicle owners have notice as to what types of replacement crash parts are used in the repair of their vehicle and consent to the use of these parts. Vehicle owners deserve notice as to the types of parts used in the repair of their vehicle after an accident. The use of any replacement crash parts should follow only after written consent by the vehicle owner.” Redding said SB 291 dismissed the consumer’s right to choose how their vehicle is repaired. “The current law will continue to ensure that the vehicle owner is enabled to make an informed decision with the repair shop,” he said. He said other states are now considering “written consent” as a possible addition to any notice requirements

relative to the use of crash parts. A similar bill introduced in West Virginia was referred to the Senate Judiciary Committee where there has been no action to date. Redding said ASA is appreciative of members who contacted their representatives in opposition of SB 291. “We need repairers to join our efforts to ensure that there is a voice at the state and federal levels,” said Redding. “Insurers, parts manufacturer’s and OEMs all have a voice. Repairers need to be heard too.” He recommended joining ASA as a first step. For more information and to join ASA, visit www.ASAshop.org or call 817-514-2900.

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Continued from Cover

Who Pays For What?

The “Who Pays for What?” survey results released earlier this year found that more shops said “having OEM documentation” was most effective (among other choices presented) when negotiating to be compensated for “not-included” repair procedures and shop supplies used on a job. “I think that’s a big message to the OEMs,” said Mike Anderson of Collision Advice. “The fact that OEM documentation was ranked most effective when negotiating with insurers means that the position statements and bulletins published by the OEMs really do help our industry.” In fact, having OEM documentation out-ranked presenting an invoice, whether from a dealership or an invoicing system, and even edged out “the ability to select the item in the estimating database” in terms of the most effective negotiating tools. More than 1,000 shops across the country responded to that particular “Who Pays” survey, which covered aluminum repair rates, OEM certification programs and vehicle scanning, along

with how frequently repairers charge— and get paid for—specific shop supplies. Comparing the 2016 findings to those of the same survey a year earlier found that shops are reporting increased success in getting reimbursed for every one of the 17 different “not-

for plastic repair materials are regularly reimbursed for them by the eight largest insurers; that was up 8.4 percentage points over the same survey in 2015. Insurers are also reimbursing shops more frequently for items like double-sided tape; more than three-

Which do you find most eﬀective in ensuring you are compensated for ‘not-included’ items?

Shops said OEM documentation was the most effective tool in getting reimbursed for not-included items

included” shop supplies asked. In some cases, the improvements in reimbursement frequency were not significant; quite a few items, however, showed marked improvement in the number of shops getting paid “always” or “most of the time” for these shop supplies when they were necessary for the repair. In 2016, for example, more than half of all shops (56 percent) who bill

quarters of shops (78 percent) report regular reimbursement for this “not-included” item when it is required for the repair, up 6.8 percentage points from a year earlier. “Once again, the survey results show that many shops are being paid for these items on a regular basis, even if your shop isn’t billing for them at all,” Anderson said “You can’t get reimbursed for something you don’t bill for. And as more than 2,500 shops who have taken one or more ‘Who Pays’ surveys can now attest, just par-

$118 per hour for repairs that were not part of an OEM certified repair program. A year later, the latest survey results show that the range, while just as wide, has increased slightly to $46 at the low end of the scale to $120 at the high end; 50 percent of respondents had a rate of $75 or higher. Compared to a year earlier, however, fewer shops (down 5.1 percentage points) said they are charging those higher aluminum repair rates for operations such as R&I of components, or for refinish operations on aluminum (which fell 9.2 percentage points from last year). The percentage of shops charging higher rates for structural repair or replacement on aluminum vehicles remained virtually unchanged from a year ago, slightly higher than 91 percent. Structural repair labor rates also saw the same slight increase over last year, from a range of $48 to $123 per hour in 2015 to a range of $50 to $130 per hour in 2016; 50 percent of respondents had a rate of $85 or higher. A number of the “Who Pays for What?” surveys have asked shops about their vehicle scanning processes. In the results released earlier this year, when given a choice of eight different possible reasons for not performing a vehicle diagnostic scan, more than half of all shops (51 percent) said that sometimes

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ticipating in the four different quarterly surveys is a great reminder of the items and procedures that you are using or performing every day, but may not be listing on estimates or invoices.” Aluminum repair labor rates were another key part of the survey; those rates appear to have increased slightly from 2015 to 2016, though shops are generally charging those rates for a narrower range of repair operations. In 2015, the “Who Pays for What?” survey found that labor rates for non-structural aluminum repairs ranged widely, from $43 per hour to

the level of damage just doesn’t warrant a scan. On the other hand, very few (3 to 4 percent) said they skip the scanning process because it takes too long and impacts cycle time. Despite the growing number of car manufacturers stressing the importance of scanning every vehicle, the survey indicates that many shops might not be getting the message. American Honda, for example, recently explained that a diagnostic scan is the only way to detect most trouble codes, noting that “only a small fraction of those codes actually turn on a See Who Pays For What?, Page 28

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 27

Continued from Page 18

I-CAR Announces

gram state by state over the year. In states with limited technical schools, such as Montana that only has one, ICAR will reach out to vendor locations to hold classes. They might be a paint company or a rental car provider. Depending on the market area, ICAR will determine the appropriate number of times classes are offered. In urban markets with more technicians, the training cadence will be more frequent. In rural areas, the training will not be offered as frequently, but Miller said I-CAR is committed to delivering all needed training to those areas. “We looked at the collision repair facility numbers and the student base and facilities that are Gold Class® or on the Road to Gold™ for I-CAR. All of that is factored in to the decisionmaking process,” said Miller. The majority of live I-CAR classes are four hours in length, which includes breaks and testing. Miller stressed the importance of staying up with current technology due to the changes in the industry. Part of this he attributes to the CAFE (Corporate Average Fuel Econ-

omy) standards. “They’re having to do everything they can to get vehicles as light as possible to achieve fuel efficiency,” said Miller. In the meantime, I-CAR continues to focus on educating the industry about collision repair. There are approximately 2,300 individuals who are part of the I-CAR infrastructure, either as a volunteer, instructor or staff member. In addition to 145 full-time staff, there are 1,760 I-CAR volunteers across the country who help with marketing classes, securing locations and other support. “That’s the reason we are able to do so many great things for the industry at an affordable cost,” said Miller. All 540 I-CAR instructors have a strong knowledge about the automotive repair industry, with the majority having worked for a body shop or technical school. They all attend an instructor qualification workshop, as well as team teaching exercises with a veteran instructor. In addition, they are required to qualify for every course they teach and go through an Instructor Training Evaluation Process (ITE) to confirm they are prepared. See I-CAR Announces, Page 35

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Continued from Page 27

Who Pays For What?

[dash light],” yet a whopping 44 percent of repairers cited the absence of a dash light as a reason they would skip a post-repair scan. Some insurers may not be getting the message, either; the third most common reason shops gave is that insurers don’t want to pay for a post-repair scan (and even fewer want to pay for a pre-repair scan). Anderson said he’s even heard some insurers say that if no trouble codes are identified in a scan, the insurer shouldn’t have to pay for it at all. But as Anderson argued this past fall, “If your child got hurt at the playground, and you went to the hospital and they x-rayed your child’s leg and found it was okay, does the health insurance still cover the x-ray? The answer is yes, because it’s the only way to make sure nothing is wrong.” The other three “Who Pays for What?” surveys conducted each year focus on body labor, refinish labor, and frame and mechanical labor. Shops can take the current survey (or sign up to be notified about future

surveys) at https://www.crashnetwork .com/collisionadvice. The surveys each take about 15-20 minutes, and should be completed by the shop owner, manager or estimator who is most familiar with the shop’s billing practices and the payment practices of the largest national insurers. Individual responses are not released in any way; only cumulative data is released. At the website, shops also can download the results of previous surveys, reports that break the findings down by region, by insurer and by DRP vs. non-DRP. The reports also include analysis and resources to help shops better understand and use the information presented.

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Old School Know How

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

She’s Retired, But Not Out of the Game: The Story of “Collisionista” with Ed Attanasio

If you have ever collided with Petra Schroeder, you know why they call her “Collisionista,” because she isn’t afraid to take on any challenge in this male-dominated industry. If you ever encountered her at a Women’s Industry Network (WIN) event or at any industry conference, then you know that she is dedicated to helping the industry as a whole and the women who work in it specifically.

Petra Schroeder retired after nearly 47 years working in the paint side of the industry, but she is still the current chair of WIN and a trustee for the Collision Industry Foundation (CIF) logistics

Schroeder recently retired after working for the same paint company since 1969, although it has had several different names over the years, she explained. “I worked almost 47 years for Herberts/DuPont/Axalta on two different continents, first in Germany and then in the USA starting in 1995,” Schroeder said. “I now enjoy retirement, but am still very active as a volunteer in many of the North American industry associations and proudly serve as the current chair of WIN and as a trustee for Collision Industry Foundation (CIF). I also regularly attend CIC, NABC Board meetings and other meetings during industry week.” In 1995, Schroeder came to the United States and landed in Plymouth, MI, where she worked for American Standox as its Director of Technical Services until 2000. From there, she worked for Dupont Performance Coatings in brand development and then finished her career as a Standox brand manager and Industry Relations Manager for Axalta Coating Systems. From 1969 to 1995, she worked in various positions in color service, product management and strategy for Hoechst/Herberts/Standox, in Wuppertal, Germany, where she learned about

the automotive paint world. “I did an apprenticeship for a paint company, but wasn’t anywhere near paint at first,” she said. “I was in the business/administrative side and eventually it morphed into learning everything about the refinish paint—how it’s made; the chemistry behind it, research and development as well as product management. I was hooked at that point. Paint is a sticky thing and it tends to do that.” While working in Germany, Schroeder had to gain respect from her male counterparts by establishing trust and continually proving herself, she said. “When I would meet with clients in many countries on different continents, they immediately assumed that I was the secretary or the assistant,” she said. “So when they found that I was in charge, they were a little shocked. But once they saw that I knew what I was doing, they came around quickly. I had no problem with it, because my attitude has always been that once I prove myself with my knowledge and demeanor, respect will follow. Many of these relationships that were built back then are still going strong.” When Schroeder first came to the U.S., she immediately witnessed a big difference from the collision repair industry in Germany, where technicians are highly-skilled craftsmen. “The education and curriculum to be a technician in Germany is very intense and the certification process is stringent,” she said. “To become a master painter or a master body technician, you have to go through 2-3 years of intense schooling and then a series of additional classes to achieve the highest level. In general, I would say that it’s a more well-respected profession in Germany, but we are catching up in this country.” How did Schroeder initially learn about WIN and how did her role within the organization evolve? “I was at the first WIN conference in 2007, and that’s when I immediately connected with other females in the industry and I haven’t missed one of their conferences yet,” she said. “After joining, I decided to get involved as much as I could, so I started speaking out and joining committees. Now I am the organization’s Chair and [am] delighted to be doing it.”

30 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

If you’re not familiar with WIN, it is a not-for-profit organization dedicated to encouraging, developing and cultivating opportunities to attract women to collision repair. WIN recognizes excellence, promotes leadership and fosters a network primarily among women. To learn more about WIN programs or for information on becoming a member, please visit the WIN website at www.WomensIndustryNetwork .com. Schroeder has seen the organization grow in leaps and bounds and welcomes both men and women to join WIN. “We just hit 508 members in 2016, which is amazing, because we thought that 300 was going to be hard to reach just a few years back,” she said. “Many people don’t realize that we also welcome male members from the collision industry to join WIN. In fact, we have 30 men who are members now and whose support is greatly appreciated. We invite more to join.”

Currently living in Ypsilanti, MI and retired but surely not out of the game, what advice can Schroeder give to young women entering this industry? “I talk to young women in this industry on many occasions and work closely with 7-8 of them on a regular basis. We talk or text with them quite a bit about how to succeed in collision repair. I tell them, don’t get frustrated if you’re not immediately accepted. Do your job and the respect will come. If you can do your job and give respect, you will get it in return. You can achieve so much in this industry now— the sky is the limit. I tell them that it’s not a matter of if; it’s just a matter of when.” And one last question for Schroeder—why the nickname “Collisionista?” “It is a fantasy name, derived from the word collision,” she said. “Once I used it, people seemed to like it, so it’s been my moniker ever since.”

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 31

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Dept. Hours: M-F 7:30-6; Sat 8-5 gbennett@cogginauto.com

Dept. Hours: M-F 7-7; Sat 7:30-4 robbutton@rickcase.com

Ed Morse Honda

South Motors Honda

FL O RI D A

AutoNation Honda Clearwater Cle a rwa t er

R i v i e ra Be a ch

800-232-1098 561-844-8089

888-792-7189 954-763-7157 Dept. Hours: M-F 8-5:30 rguido@holmanauto.com

Rick Case Honda Davie

877-544-2249

M ia mi

888-418-3513 305-256-2240 Dept. Hours: M-F 8-7 mfranceschi@southhonda.com

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 C l e r mo nt

Carey Paul Honda

AutoNation Honda Hollywood

800-497-2294 407-395-7374

770-985-1444

Ho lly wo o d

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

S ne ll vi ll e Dept. Hours: M-F 7-7; Sat 7-6 gperkins@careypaul.com

Hendrick Honda Bradenton

Ed Voyles Honda

877-706-2021 941-752-2123

M ar i e tta

800-334-3719 770-933-5870 Direct

Dept. Hours: M-F 7:30-7; Sat 8-4 Kris.kitzman@hendrickauto.com

Dept. Hours: M-F 7-7; Sat 7-6 hondaparts@edvoyles.com

888-479-0695 561-966-5185

Hendrick Honda Daytona

Gerald Jones Honda

Dept. Hours: M-F 7:30-6; Sat 8-4:30 parts@bramanhondapb.com

800-953-4402 386-252-2301

G re en a c re s

D a y to n a Be ach

Dept. Hours: M-F 7:30-6; Sat 8-4 Hondadaytonaparts@hendrickauto.com

Dept. Hours: M-F 7:30-6; Sat 8-5 gphwholesaleparts@hendrickauto.com

Honda Mall of Georgia Bu f ord /G win net t

678-318-3155 Dept. Hours: M-F 7-7; Sat 7-5 cdunlap@penskeautomotive.com

Milton Martin Honda Gain esv ille

770-534-0086 678-989-5473 Dept. Hours: M-F 7:30-6 robertthomas@mmhonda.com

Nalley Honda

GEOR GIA

Dept. Hours: M-F 8-7; Sat 8-5 pepe.guevara@headquarterhonda.com

B ra de n to n

Du lu t h

A ugus ta

800-733-2210 706-228-7040 Dept. Hours: M-F 7:30-6; Sat 8-5 tdunn@geraldjoneshonda.com

Un ion City

866-362-8034 770-306-4646 Dept. Hours: M-F 7:30-7; Sat 8-5 hondawp@nalleycars.com

Southern Motors Honda Savann ah

888-785-8387 912-925-1444 Dept. Hours: M-F 8-6; Sat 8-5 angela@southern-motors.com MI SS IS SI P P I

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

AC U R A AL AB A M A

FL O RIDA

GEOR GIA

GE OR G I A

Jerry Damson Acura

Duval Acura

Jackson Acura

Hu n t svil le

Ja ck s o nvi ll e

Ro swe l l

Savann ah

800-264-1739 256-533-1345

800-352-2872 904-725-1149

877-622-2871 678-259-9500

800-347-0596 912-232-3222

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

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

FL O RI D A

Acura of Orange Park J ack so n vi ll e

888-941-7278 904-777-1008 Dept. Hours: M-F 7-8; Sat 7-5; Sun 9-3 msweeney@acuraoforangepark.com

32 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

Southern Motors Acura

N O . CA RO L IN A

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 . C AR O LI N A

NO . CAR OL INA

TEN NE SS EE

V IR GIN I A

Apple Tree Honda

Vann York Automall

Bill Gatton Honda

As he v ille

High Point

Br is to l

Stau n ton

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 ha m

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 Ra le ig h

800-868-6970 919-790-8228 Dept. Hours: M-F 7-7; Sat 7:30-5 parts@leithhonda.com

McKenney-Salinas Honda G as t on ia

888-703-7109 704-824-8844 x 624 Dept. Hours: M-F 7:30-5:30 parts@mshonda.com

Metro Honda I nd ian Trail

866-882-9542 704-220-1522 Dept. Hours: M-F 6:30-6:30; Sat 7-4 www.copytk.com

N O . CAR OL IN A

Hendrick Acura

Dept. Hours: M-F 7:30-6; Sat 8-3 SO . CAR OL INA

Breakaway Honda G re e n vi l l 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

Valley Honda

Ba r tle t t

Rich m on d

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

Airport Honda Alcoa

800-264-4721 865-970-7792 Dept. Hours: M-F 7:30-6:30; Sat 7:30-5 parts@airporthonda.com

AutoNation Honda West Knoxville

Colonial Honda C he ste r

800-564-9836 804-414-1960 Dept. Hours: M-F 8-7; Sat 8-4 rreese@i95honda.com

Hall Honda Vi rgi ni a Bea ch

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

Hendrick Honda Woodbridge

800-824-1301 865-218-5461

703-690-7777

Dept. Hours: M-F 7:30-6 rossd1@autonation.com

Wo o db ri dge Dept. Hours: M-Fri 7-6 Sat 8-5; Sun 10-4

VI RG INIA

Karen Radley Acura

Ch a r lo t t e

Woo d br i dg e

800-768-6824 704-566-2288

800-355-2818 703-550-0205

Dept. Hours: M-F 7:30-6; Sat 8-5 justin.taylor@hendrickauto.com

Dept. Hours: M-F 7:30-5:30; Sat 8-3 coreythompson@radleyautogroup.com

Leith Acura

Radley Acura

Ca r y

F a l l s C hu rch

800-868-0082 919-657-0460

800-550-5035 703-824-5785

Dept. Hours: M-F 8-6; Sat 8-4:30 parts@leithacura.com

Dept. Hours: M-F 7:30-6; Sat 8-6; Sun 10-5 jimgraf@radleyauto.com www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 33

Lean Operations

How to Create Loyal Customers with David Luehr

What is going to differentiate your business from the masses? It may not be what you think. What most collision repair shops advertise as their “unique value proposition” of high quality repairs is no longer sufficient by itself. Even though many shops still need a lot of improvement when it comes to a high-quality finished product, from the customer’s perspective, quality, is table stakes just for you to be in the game. They expect it. To differentiate yourself as a shop, you must have good quality, but a loyal customer wants more! Loyal customers, that will refer friends and family to a shop, need to have a great experience, not just a good repair. Repairers often seem to forget that they are in the business of selling an emotion, not simply a repair job. America’s greatest body shops understand this and spend the time necessary to train the people in customer-facing positions on how to cre-

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

ate this positive experience. If you are one of those shops putting a low-wage, unskilled person at the front desk to greet customers and answer the phone, you could be making a big mistake. If your estimators are not trained how to effectively create a positive experience for your customers, you could be making a big mistake. In fact, in my opinion, time spent training the front office staff with customer service skills could be one of the biggest opportunities a shop can take to differentiate themselves from the competition of our consolidating industry. With all the focus lately on training back-end operations, diagnostic scanning, cycle time, and so-on, customer service has been taking a back seat. Based on my own experience from shops I visit, I would say that customer service is actually getting worse as an industry! If you are reading this article and are thinking, “Well I have a CSI (Cus-

34 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

tomer Satisfaction Index) score of 95%, so I don’t see how this article applies to me,” you may have been lulled into a false sense of security. CSI scores do not measure a shop on all the factors that determine whether a customer will refer you, even if they say they will! Most shops think that good customer service means “gushing” over the customer and being annoyingly attentive. This is far from the truth. Think of the waiter at the restaurant that stands right behind you and fills your water glass every few minutes. This is not the experience I correlate with good customer service. There are several “emotional triggers” that must be activated to create a customer experience that will get them turned into a raving fan anxious to refer people to your shop. Importance Don’t most of us want to be treated

like we are important? I certainly do, and I prefer to shop at places that don’t make me feel like a number. You must take time to learn all you can about the customers’ needs, and what they find important in the repair experience and then deliver that experience to them. With all the recent emphasis in business that is placed on operational process, it is easy to forget to treat the customer like a real person. Don’t “process” customers! You must look at how your current practices contribute to customers feeling important. Do they have to fill out unnecessary lengthy forms, do employees call them by name, are they kept well informed throughout the repair process? Another way that importance plays a role in repeat and customer referrals is that customers also feel important when a friend or family member asks for a body shop referral. People instinctually want to help other people in

need and also feel good doing so. I think shops would be surprised how often this referral does not happen, because of a lack of integrity, confidence, and consistency.

Integrity, Confidence, and Consistency Integrity by its definition requires that a business delivers on its promises to the customer. Without activating the integrity trigger inside the customer, you will be hard-pressed to get any referrals from them. Business friends, coming to my town, often ask me for restaurant recommendations and there is one that I always recommend. I feel confident to always recommend this restaurant, because every time I go there, I have a pleasant, consistent experience, and the food is always good. If the staff tells me that it will take fifteen minutes to be seated, it is ALWAYS fifteen minutes and usually less before I am seated. Are there restaurants in town with better food? Sure, but the experience is not consistent with each visit, therefore they are not showing me integrity to a standard, and they do not always deliver on their promises. Think of how this example applies to a collision repair business, but with an average tab of $2000!

Instead of gushing over your customers, and being over-the-top with your attempts to get a good CSI review, try treating them with respect, and attending to their needs. Here are a couple ideas that you can use to activate these emotional triggers that will get you referred!

● Provide a realistic promise date, and then deliver on this promise date. This for many shops is a challenge. That is why I recommend thorough repair planning/blueprinting prior to committing to a promise date. This shows that you can deliver on your promises…integrity!

● Another great way to show integrity is to make sure that your team completes all the little promises your estimators make, such as freebie touch-ups, etc. It is important to remember that if you forget to execute on these little promises, it won’t matter how good of a repair job you did on the rest of the car, because your credibility is shot in the customer’s eyes. Use a check-in sheet or other method of communication to ensure these promises are taken care of and you will be seen as a shop with great integrity.

● Don’t forget to proactively communicate with your customers during the repair process. Don’t make them call you to check on their repair status, this is no way to make customers feel important! ● Detail the car and make it cleaner than when it arrived.

● Show pride in your work during the vehicle delivery as you explain your warranty. This instills confidence in your customer.

Dave Luehr is the founder of Elite Body Shop Solutions, a company dedicated to the success of the independent collision repairer. He is also the co-author of “The Secrets of America’s Greatest Body Shops.” Visit www.elitebodyshopsolutions.com and www.bodyshopsecrets.com

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I-CAR Announces

I-CAR currently has about 270 committees throughout the United States. The committees are represented by all aspects of the industry. While the main focus has been class scheduling, the new national scheduling initiative will shift scheduling responsibility and allow volunteers to help grow I-CAR by reaching out those shops that currently are not training. Miller encourages the industry to learn more about the new I-CAR classes being offered over the next several months. “It’s a win-win-win for everyone involved,” said Miller. “Career and technical schools win, I-CAR wins and ultimately the industry wins because we’re using a neutral location where students can attend and don’t feel like they are under any pressure. Ultimately, the motoring public wins with safer repairs.” For information about upcoming classes, visit www.i-car.com.

www.autobodynews.com C

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 35

Audi dealers strive to make you an Audi Genuine Parts fan

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Audi Naples Audi Huntsville Huntsville 256.724.3499 256.721.4066 Fax M-F 7am-5:30pm; Sat 8am-2pm ihagler@hileyhuntsville.com www.audihuntsville.com

Florida Audi Jacksonville Jacksonville 866.413.8557 904.565.2216 Fax M-F 7am-7pm; Sat 8am-5pm cdrake@audijax.com www.audijax.com

36 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

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Naples 866.267.0060 239.643.8582 Fax M-F 7:30am-6pm Sat 7:30am-3pm tcanglin@audinaples.com www.audinaples.com

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Prestige Audi North Miami Beach 305.952.5952 305.944.4009 Fax M-F 8am-6pm; Sat 9am-1pm amartinez@prestigeaudimiami.com www.prestigeaudimiami.com

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So. Carolina No. Carolina

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Columbia 888.418.8940 803.754.5840 Fax M-F 7:30am-6pm Sat 7:30am-3:30pm

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Knoxville 800.382.2787 865.251.3227 Fax M-F 7:30am-5:30pm brianmaillet@harperdealerships.com www.audiknoxville.com

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 37

Shop Showcase Only WyoTech Grads Work at Richard Wood Kustoms with Ed Attanasio

World-renowned for creating breathtaking cars that win top awards, Richard Wood believes in WyoTech, the technical school he graduated from

Richard Wood, the owner of Richard Wood Kustoms in Austin, TX and a 1982 graduate of WyoTech, employs seven people and all of them are graduates from the school

35 years ago. Today, Richard Wood Kustoms in Austin, TX employs seven people and all of them are graduates

from WyoTech. He is giving back in a big way to the school which he said “Pulled me out of high school and changed my life.” Changing classic cars into amazing creations is what Richard Wood Kustoms is all about now, but his early days were not exactly easy, Wood said. “I was 21 and only two years out of WyoTech and I decided to start a body shop with my toolbox partner from school. We took an old 7-11 convenience store and used their old freezer for our paint booth and invested everything we had into the business, which was only $5,000. It was a little scary at first, but as our reputation grew, the work started pouring in.” In 1984, Richard founded Custom Car Crafters, a 30,000 sq. ft. shop located in North Austin and a 10,000 sq. ft. shop located South. In 2015, Wood was able to sell the shop to a large MSO to pursue his passion of restor-

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

ing vehicles full-time. “We were one of the largest independent body shops in Texas with 87 employees, and then one day Caliber Collision called,” Wood said. “It was a substantial offer, so I got out, but also realized that I couldn’t retire.” Today, Richard Wood Kustoms operates out of a 5,000 sq. ft. shop located northwest of Austin in the Lake Travis area right next to his house on a lake. His commute is short and sweet and future expansion of the shop’s current size is evident. “Business is brisk and getting better all the time,” Wood exclaimed. “We have a long waiting list and [are] booked out for at least six months. We don’t do any collision work anymore, so things like cycle time and insurance companies aren’t a big part of our lives now. But I’m still attached to fixing cars and with my entire life dedicated to the industry, who knows, maybe one day, I’ll get back into that side of it.”

To get the work done on-time and of the highest quality, Wood calls upon his all-star crew to exceed everyone’s expectations, he said, even though he’s never surprised when they

Wood helps out his alma mater whenever he can. In this photo, he is working with WyoTech students on a custom build

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

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

38 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

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

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continually impress him. “One of the best decisions I ever made was hiring WyoTech grads. I already know what they know because we all took the same classes. These guys are highly disciplined and not afraid of a challenge and that’s why they’re highly employable. I don’t have to re-train them and I surely don’t need to motivate them because they already got that part covered.” Wood’s attraction to working on cars got a kick start one evening when he was watching a TV show in 1977. “I was 12 and I was watching ‘That’s Incredible!’ and there was a guy on the show that was pin striping a car blindfolded,” he said. “When I saw that, I said I need to do that, but not with the blindfold. I got on my bike and rode to a shop nearby and said I needed a job and that’s how I got started.” Wood feels as though he owes something to the school and credits his success in many ways to his time at WyoTech. “The people from WyoTech came to my high school and pulled me out of there, which was definitely lifechanging,” he said. “My family was poor, so I knew that without WyoTech, my cards were already pretty much dealt. I was going to work at either a

chemical plant or in construction. Luckily, the folks at WyoTech saw that I had some talent and a passion for cars, otherwise I surely wouldn’t be where I am today.” Where he is today is winning best paint awards and doing vehicles for celebrities such as Jesse James, Lance

Rich Evans to keep wowing car collectors and fans for his work worldwide. To give back to his alma mater, Wood is more than optimistic to stay involved with WyoTech to give back in any way he can. For SEMA 2015, Wood worked alongside a team of nine other WyoTech graduates to build a

Richard Wood Kustoms is world-renowned for wowing car collectors and fans for its award-winning creations

Armstrong and Paul Tuttle from Orange County Choppers. He is partnering with top industry names like Detroit Muscle, Jeff Hayes of American Speed Shop, Mecum Auctions and

1966 Ford Mustang at his facility. The project that was sponsored by WyoTech and the United States Military Educators Association (USMEA) included body modifications, drivetrain upgrades

as well as engine, electrical, and interior work. The nine WyoTech grads included three Richard Wood Kustoms employees, Robert Buchanan (Class of 2011), Jaime Hernandez (Class of 1997) and the newest member to his team, Jason Stults (Class of 2015), who was hired after his participation in the build. Woods also speaks regularly to high school students to share his journey while imparting sage advice. “I tell them that you don’t need to go to college to have a good career. There are a lot multi-millionaires out there in this industry that never spent a day in college. Find out what you love and do it. Learn as much as you can about it and then work hard. You will succeed and the opportunities will be there, and I am an example of that.” Wood, 52, has won multiple awards for amazing vehicles, but he never gets tired of what he’s doing, he said. “Getting cars ready for big shows like SEMA and the Grand National and working as a team to get it done, I still love that. People ask me about retirement, but that’s not for me. I would go crazy if I retired and I’m still passionate about my work, so, God willing, I’ll be doing this for many years to come.”

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Continued from Page 21

CREF Career Day

curriculum to philanthropic fundraising to support the schools. In 2016 alone, more than $12 million was provided to high school and college collision school programs through CREF. This was an increase of over 13 percent from the previous year. “We’re very thankful that Pro Spot hosted the event. Pro Spot’s involvement has been tremendous. They’ve donated nearly $400,000 to the Foundation overall (both monetary and in-kind donations), which includes welders that we are able to distribute out to the schools,” said Eckenrode. “It’s through the industry’s generosity that we’re able to have these type of events.” Ashley Olsson, the director of communications at Pro Spot, said it was exciting to meet the students and show them Pro Spot’s operation. The company owns three patents for special welding equipment and applications and works with the majority of the largest auto manufacturers in the world. During the career fair, demonstration stations were set up where students could see where the company designs and manufacturers resistance spot welders, aluminum and steel dent repair systems, pulse MIG welders, rivet guns

ASA: West Virginia Senate Bill Would Reverse Consumer Protections by Stacey Phillips

If certain legislation passes in West Virginia, there will be significant consequences for both consumers and collision repairers, according to Robert L. Redding, Jr., the Washington, D.C. representative for Automotive Service Association (ASA). West Virginia Senate Bill (SB) 544 would eliminate the requirement for consumer written consent when using aftermarket crash parts for a vehicle repair that is still under the manufacturer’s warranty. Autobody News reached out to Redding regarding ASA’s opposition to SB 544. “Consumers will have less information about their vehicle repair and shops will have less opportunity to interact with the vehicle owner during the repair process,” said Redding. “This legislation reverses consumer protections for vehicle owners in the state of West Virginia.” Introduced by state Senator Mark Maynard, R-6, the bill was referred to the Senate Judiciary Committee and there had been no action to date as of March 20 when Autobody News went to press. A similar bill in Arkansas died with a voice vote in the House committee in February.

the career fair gives them the opportunity to talk to others in the industry such as collision repair facilities, insurance companies and technical schools.

Redding said the legislation would modify West Virginia’s current law requiring written consent from the vehicle owner to “mere” notification for the use of these parts. The current law stipulates that

motor vehicle body shops must use genuine crash parts for a period of three years, the year the motor vehicle was manufactured and the two succeeding years thereafter, “sufficient to maintain the manufacturer’s warranty for fit, finish, structural integrity, corrosion resistance, dent resistance and crash performance unless the motor vehicle owner consents in writing at the time of the repair to the use of aftermarket crash parts.” ASA has had a long history with this law. “During the mid1990s, West Virginia entertained a warranty period for a collision repair with no aftermarket crash parts options for consumers,” said Redding. ASA, working in conjunction

with an OEM, developed a template that was used in West Virginia and a number of states, giving notice and written consent, that provided a path for aftermarket crash parts during the warranty period as long as the consumer consented in writing to the use of these parts.” Redding said legislative issues, such as SB 544, definitely impact collision repair shops. “It is critical that repairers be on the front end of a policy debate and not just reacting to bad bills or law,” he said. “In this case, the current law is a product of working with policymakers to ensure consumer choice and a more educated vehicle owner at the time of the repair.” He recommended ASA membership as a first step. For more information about Senate Bill 544 and ASA membership, visit www.ASAshop.org or call 817514-2900.

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and tools, dust-free sanding systems, fume extraction and more. She said Pro Spot is proud to be a “made in the U.S.” manufacturer. “We want students to know there are a lot of jobs available in this industry,” said Olsson. “Most people who go to tech schools think that they can only be body techs but what we’re trying to do is let them know there are different career opportunities available.” She said

Service King was one of the companies at the event. “The benefit is to educate the students on opportunities that they can have once they graduate,” said Carmen Ayala of Service King. “The other benefit is for them to really understand what they are learning and they can apply to real life and make a career out of it.” “It’s a lot of fun,” said Daniel PanSee CREF Career Fair, Page 43

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Media and Publicity for Shops There’s No Free Lunch When it Comes to Your Website with Ed Attanasio

Many body shop owners have been seduced by the idea of having a free website while their competitors are dropping major bucks on their sites. They see a commercial on TV from services like wix.com, web.com or myfreewebsite.com and they get all excited at the thought of saving a ton of money. But they never question why it’s free in the first place. Haven’t they learned yet that when you save money, you also risk sacrificing quality? You buy a cheap paint and you need more coats to paint the cars. You buy inexpensive tape and it doesn’t always adhere properly. It’s Common Sense 101, yet I see a lot of free body shop websites out there and I always find it both surprising and disturbing. First off, haven’t you learned that free doesn’t always mean free forever? Haven’t we all been lured in at some point on a deal that looked sweet, but after six months the promotional price disappeared and now

you’re paying full freight? It’s called the “freemium” approach, which involves providing a service for free at first and then later charging for basically the same service at a date in the future. It was a great deal when it was free, but now you are stuck with a subpar website that comes with a monthly bill. You got caught trying to save a few bucks and now this so-called free service is socking it to you. Most free website providers aren’t inexpensive once the free stage has transpired, so beware. First, they are going to charge you for hosting the site at a rate that is probably higher than most and if you want to make changes or add pages, for example, you better pony up additional funds. It’s never an easy task to customize a free website. They will usually let you change things like type styles, fonts, colors, templates or themes, but if you want to do anything more elabo-

42 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

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

rate than that, you’re out of luck. Free websites usually come along with advertising and they’re not advertising your shop. This is how these free website companies make money and one of the best ways for them to do this is by sticking advertising banners in prime positions on your website. One body shop went with a free service and then saw some of its competitors’ ads right on their home page, but that is the risk you take when you go cheap with your website. If you buy a free site, it also could be connected to a link farm. Marketing links is another easy way for website owners to make extra revenue. But if you have a free website and your provider has sold links on your site, you’re setting yourself up to be penalized by Google. And even worse, being blacklisted and re-indexed, which is essentially a death sentence from Google. In addition, your no-charge web-

site could crash or go offline at any time without warning. In the end, you don’t actually own your website, which means it can crash and you can’t do anything more than cry or pray. In a worst case scenario, your website goes down full-time and forever, which means you could lose your domain name as well. A free website is likely defenseless to hackers. If you want someone from Russia or China playing with your content, then they are more than happy to oblige. Security is not a big priority for free website providers, so don’t be shocked when you get hacked if you have one. Restoring your site after you’ve been hacked can be a traumatic experience and something you should avoid at all costs. Another drawback associated with having a free website is that they provide very limited space. So if you want to upload a wide range of photos or videos, you may run out of space

rather quickly. Plus, your bandwidth will be seriously limited by using a free website service. This means that if you get a sudden surge of traffic or decide to host a substantial number of videos on your site, it could be pulled by the service without notice. Another way that free sites are limited pertains to the number of pages they offer and many of them feature three-page sites. A body shop website will look lightweight and cheap with just three pages and what do you do when you want to expand it in the future? One of the biggest shortcomings of a free website is that its Search Engine Optimization (SEO) is limited. Since you aren’t able to access the backend of a free website, any SEO you can achieve is nothing more than rudimentary at best. If one of the main

goals of any website is to enable potential customers to find you easily online, a free website is unlikely to enhance your SEO one iota. You probably wouldn’t be surprised if you learned that once you sign up for a free or trial website, the customer service is literally nonexistent in many instances. If you run into trouble with your website, good luck, because you will never get them on the phone and they certainly won’t becalling you back anytime soon. There is a fine line between inexpensive and cheap, and if your website looks cheap, you’re probably going to be stuck in the cheap seats. You can save money on things like grocery bags and aftermarket headlights, but don’t try to cut dollars when you do your website the first time or re-design an old one.

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CREF Career Day

duro, owner of Fix Auto Sun Valley, another attendee. “The emphasis is on meeting students today and talking about the collision repair industry as a whole.” Panduro said he enjoys coming out and meeting the students who are getting ready to graduate and really aren’t sure what they want to do. “I remember being in that position,” said Panduro. “I think it’s really cool that they have options available and we just want to be another option. “I have a passion for creating opportunities for our youth because I think it goes handin-hand with what we need.” “It’s really meant to open their eyes to the different things they could do after they are done with high school,” said Javier Valencia, a campus admissions representative from Universal Technical Institute (UTI). UTI regularly attends the career fairs to explain the types of training students will receive with the CRRT program and how it will benefit them in their future careers. “Students can earn nine I-CAR certifications in our program—platinum level status,” said Valencia. “When students

are looking for a school, they need to look for one that is right for them.” Long-time members of the collision repair industry also came out to show their support. Elisabeth Sobczak, a performance training coordinator from I-CAR, attended the event as part of ICAR’s partnership with CREF. “I don’t know of an industry where people go to the lengths that CREF does to show people the opportunities available to them,” said Sobczak. “They go above and beyond, helping with support and getting the funds out there.” She said the career fairs are more than just about being a mechanic or collision tech. “We have kids and young adults in this industry who have an opportunity that I don’t think they realize is there,” said Sobczak. “The career fairs are an opportunity to show people and to show women that you can do anything. If it interests you, and you do it well, you have champions all around you willing to help you succeed.” Upcoming CREF Career Fairs: Atlanta, GA - April 25th, Chicago, IL Week of May 1st, Madison, WI - May 3rd, Denver, CO - May 8th, Nashville, TN - May 17th, Indianapolis, IN - TBD Salt Lake City, UT - TBD, Charlotte, NC – TBD

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Shop Strategies

George Avery Shares Thoughts on Direct Repair Programs: From the Cradle to the Grave? with Stacey Phillips

Are customers driving the DRP? According to George Avery, who worked for State Farm Insurance for 37 years, the answer is a resounding yes. Avery said that direct repair programs (DRPs) were originally set up by insurance companies to offer better customer service and help ease the repair process. “When you get down to the bottom line, managing repair costs, quality and efficiency are the overall focus,” he said during a Guild 21 webinar in February.

multiple benefits as a result of tracking information, the challenge is when people look at different data points. He used the analogy of a bay full of ships. Data can tell you the characteristics of the ships, how many there are, the sizes, and how much they are carrying. “The point is that somebody has to get wet and get under the boat to see if there is a leak,” said Avery. “In our case, that’s an individual looking at a repair job and there are a lot of people

“As Dale Delmege used to say, ‘It starts to ratchet the oxygen down on a DRP in its success,’ ” — George Avery

“Typically, it’s the customer that drives that change for efficiency.” Avery, a past Collision Industry Conference chairman and State Farm executive, shared some of his thoughts about DRPs and reasons they might underperform. “The DRP added another level of complexity in some respects,” said Avery, who retired from State Farm in June 2016. “It’s easier for the customer but also has some stress for the other stakeholders.”

who don’t want to get wet.” Not only can it be time-consuming and expensive, but it can also cause frustration when one job affects the rest of the data. There is obviously more involved in the process than the amount of money spent on repair costs, according to Avery. For example, the data collected might suggest there are poor photos or poor repairs, but when you take a closer look, a poor repair might be referencing a piece of masking tape not pulled off or a rail that wasn’t welded correctly. “The The Evolution of the DRP and Big Data problem occurs when there is confusion During his Guild 21 presentation, Avery with how the issue impacts the rerecalled the days of writing competitive pairer’s performance,” he said. bids in the late 1970s and early 1980s Avery posed the following queswhen insurance estimators/adjustors tion to webinar attendees during his began writing repair estimates. “Compresentation: “Do you think big data is petitive bids had a great advantage,” he missing a step by not looking at enough said. “They gave the insureds a competvehicles?” Eighty percent answered itive price and I think it also yes—big data is missing a helped the repairers.” To help step—whereas the remaining make the process more con20 percent said it was not. venient for customers, insurers “For those 20 percent thinkbegan hiring estimators/adjusing that big data isn’t missing tors and setting up appointa step, are those people who ments for drivers to come in have confidence and perhaps for an estimate. This eventuare better at looking at spreadGeorge Avery, ally led to the DRP. sheets and doing analysis?” former State Farm Electronic estimates also asked Avery. executive emerged. “At first, everyone Avery then talked about five thought it was a glorified adding mabehaviors that cause DRPs to underperchine, but it really opened the door to form. He compared them to a person’s communicating electronically and that physical health and having conditions was the start of managing by data,” such as high cholesterol, high blood said Avery. pressure and overeating. “We all have Both insurers and repairers are curthings that that can cause you to get sick rently managing their businesses with or die but you can live with them,” said “big data.” Although he said there are Avery. “The behaviors that are happen-

44 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

ing in the DRP contribute to the health of the DRP concept.”

Five behaviors that cause DRPs to underperform: 1) Managing performance with the DRP concept Avery said that DRP contracts can often be very detailed and he maintains that nobody really reads them. It’s like accepting the basic terms and conditions on the Internet before purchasing software or viewing a website. Many click “Agree” without reading the Terms and Conditions. While insurers outline their expectations in DRP contracts, Avery found they aren’t used in the body shop as an everyday tool to determine how to repair vehicles. Repairers are faced with making repair decisions all the time and most of them don’t take out the DRP contract to reference. Instead, most of the feedback they hear comes after the repair. “What happens is no news is good news,” he said. If nobody ques-

tions the repair, then they make the assumption “I guess it’s OK.”

2) Limited access to insurance claim handling practices Contracts aren’t able to cover every repair situation, according to Avery. When a shop has multiple DRP relationships, the insurer’s positions often vary, for example on appearance allowance, wheel repair or recycled air bags. “If there is limited or no access to get that information, it causes a problem,” said Avery. Confusion can also be caused when insurance staff handles situations differently or there are exceptions that occur. All of this leads to delays, extra phone calls and the time it takes to wait for answers. “As Dale Delmege used to say, ‘It starts to ratchet the oxygen down on a DRP in its success,’ ” said Avery. He said it is helpful for both the insurance staff and repairers if there is See George Avery Shares, Page 47

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Porsche and Nissan Issue Recalls over Windshield and Airbag Issue

by Stephen Niedzwieck, glassBYTES

The National Highway Traffic Safety Association has issued two recall reports on defects on windshield bonding reported by Porsche and Nissan. On March 2, 2017 Porsche issued a recall on 21 of its 2017 models. According to the recall, windshields were improperly bonded to the vehicle frame and this may cause the windshield to detach in the event of collision. “An incorrect composition of the windshield adhesive could lead to a loss of the adhesion properties of the adhesive layer between windshield and the vehicle’s windshield frame,” according to the

report. The recall includes certain 2017 convertible models: 911 Carrera Cabriolet, 911 Carrera 4 Cabriolet, 911 Carrera 4S Cabriolet, 911 Carrera S Cabriolet, 911 Targa S, 911 Targa. 4S, 911 Turbo Cabriolet, 718 Boxter and 718 Boxter S vehicles. According to the recall, only convertible models are affected by the defect. “During manufacturing, the windshield may not have been properly bonded to the vehicle, allowing it to detach in a crash. As such, these vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard (FMVSS) number 212, ‘Windshield

Mounting,’” the recall states. Porsche will contact owners to inform them if their vehicle is affected, and dealers will rebond the windshield free of charge. Porsche has yet to release a notification schedule. Additionally, Nissan issued a recall on March 2, 2017 of 54,751 certain 2012 Nissan Versa vehicles due to a defect of side impact sensors. According to the recall, seat mounted airbags may deploy unexpectedly if the door is slammed. Nisan stated that degradation of the side impact sensor connector pins is the cause of the defect. “In the subject vehicles, dissimilar

metals were used in the side air bag sensor connector harness (gold ‘female’ connector and tin ‘male’ connector). In some of the affected vehicles this metal combination may lead to fretting and oxidation on the pins of the Satellite Sensor-to-Airbag Control Unit (ACU) harness connection. Fretting and oxidation on the connector pins increases the likelihood of a momentary communication loss from the satellite sensor to the ACU,” according to the recall. Nissan will contact owners within 60 days, dealers will install a new jumper harness kit on the main body harness and will replace the satellite sensor with a new one free of charge.

Nissan Issues Precautions For Repairing Bumpers with Blind Spot Warning Installed

Nissan North America, Inc. (Nissan) continues to be very concerned with the proper repair of our vehicles after a collision situation, especially as it pertains to safety related systems. With this in mind, Nissan would like to address a very important component of our Safety Shield Technologies, called Blind Spot Warning (BSW), and one of the specific repair considerations that relates to this system. BSW was introduced to some Nissan vehicles as early as 2011. On vehi-

cles equipped with this technology, the side radars, which are responsible for triggering the BSW, sit behind the rear bumper cover at both corners. For this reason, in a rear end collision scenario, Nissan DOES NOT support an repair, body filler application, or paint work on the rear bumper cover in the general area of the side radars. Nissan’s service manuals clearly state: “Do not attach a sticker (including transparent material), install an accessory or paint work near

the side radar”. The damaged bumper cover should be instead replaced with a new bumper cover. In addition, since non-OEM bumper covers may vary in materials, build specifications, and fitment, and have not been tested by Nissan as far as compatibility with the BSW system, Nissan recommends replacing the bumper cover with a new Genuine Nissan bumper cover. Failure to adhere to these guide-

lines may cause the BSW system to not function properly, potentially causing serious safety concerns for our owners. Please reference service manual section “DAS” for additional detailed information. Nissan North America’s New Vehicle Limited Warranty, and Limited Warranty on replacement parts do not apply to any parts other than Genuine Nissan original equipment parts. Go to http://collision.nissanusa.com.

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Continued from Page 44

George Avery Shares

something that can be referred to. Avery asked attendees: “Do insurers provide shops access to relevant claim information?” About 20 percent answered “yes,” they receive relevant information. The majority said they either aren’t receiving relevant information or are only sometimes receiving it.

3) Not inspecting repair facilities Although Avery acknowledged it takes time and can be costly, he stressed the importance of physically inspecting repair facilities to verify equipment is up to date. Otherwise, Avery said there are several symptoms of not looking at repair facilities. He pointed out that an insurer may not be aware that a certain repairer on their program is no longer a high performer or has the necessary equipment for the job. Competing shops are often frustrated when a less qualified, less equipped shop is on the same DRP program. With the rapid change of the automobile, it becomes even more important to inspect facilities on a regular basis. There are many companies

that can be hired to validate a facility’s capabilities, whether it is in person or by collecting information remotely.

4) Lack of communication/interaction “Most would probably agree that DRPs were developed to improve customer service and manage repair costs but it also reduced insurance claim staff,” said Avery. As a result, DRPs tend to operate with less interaction unless there is a problem or performance issue. “That lack of oxygen again starts to ratchet down the oxygen on the healthy DRP environment,” said Avery. Less interaction often causes delays and lack of communication, which can lead to rumors. This is especially apparent with social media. Avery said most of this can be avoided by having more information available up front. One way to encourage this is by setting up an advisory council consisting of both insurers and repairers. When Avery worked at State Farm, he participated in a repairers’ advisory council. As an industry spokesperson, he soon realized the benefits of having an active group like this and said it was an excellent way to help communication on both sides. “Sometimes changes are made; sometimes not,” said Avery.

“Having someone participate in industry events, you can’t help but collect valid on-the-ground information. I think it benefits the insurer and the repairer, especially if the spokesperson is approachable and you have an opportunity where you can share your concerns.”

5) Limited or no physical inspections after the repairs are completed Avery also talked about the benefits of initiating a program to check the quality of repairs and validate the costs. “That applies to both the repairer and the insurer,” he said. “We all know that sometimes something can get missed.” The challenge for the insurer, according to Avery, is that there is no possible way to inspect every vehicle. Instead, a methodology is implemented where everything is “subject to review.” By not looking at some of the repairs after they are complete, Avery said customer complaints could arise from poor repair performance, inaccurate billing, and other issues. There is often frustration from the repairer and insurer about the time and money spent to re-inspect as well as from customers who don’t want to be disturbed after the repair. However, Avery said physical inspections are an important

aspect to maintain quality control and ensure vehicles are fixed correctly. He said a potential stall of the DRP process is regarding efficiency. “This is the grave question mark,” said Avery. “I believe that insurers unintentionally put pressure on repairers simply by having different programs,” said Avery. “Basically, repairers wait for insurers to create programs and then they adapt to them. As a result, they spend a lot of energy with multiple procedures.” In closing, he asked webinar attendees if it would be possible for insurers and repairers to work together and create standard guidelines for DRPs. A clear majority showed interest in moving forward. A group from Guild 21 are looking at the feasibility of devising guidelines for the industry. Autobody News will continue to follow this story. George Avery provides consultant services and speaks at local, national, and international industry events on a variety of topics. He is an active participant in the National Auto Body Council (NABC) and Collision Industry Conference (CIC). For more information, contact George Avery at george @averyknows.com. Original BMW Parts

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Historical Snapshot with John Yoswick

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

What Happened to the MSO that Pledged to Double In Size by Making the Insurer the Customer? What happened to the MSO that pledged to double in size by making the insurer the customer?

20 years ago in the collision repair industry (April 1997) Randy McPherson, the former president of ABRA and now president of Collision Auto Repair of America (CARA), said his organization grew into a $15 million company within 90 days of its formation last fall. He plans to double the size of the company by the end of this year, and continue growth both through acquisition of existing shops and development of new facilities. McPherson said his company will negotiate paint and equipment purchases direct from the manufacturers, and CARA company-owned stores will offer auto glass and paintless dent repair. He said that his company, like most of the consolidators, is focusing on insurers as their customer. “Now they have insureds that are part of the process – we're not taking them for granted – but we really need to embrace them (insurers) as our customer,” McPherson said. “That’s a major change for this industry.” – As reported in Autobody News. At its peak in the late 1990s, CARA had 26 locations in five states and $40 million in annual revenues. After losing $2 million in 1999, in mid-2000, it locked the doors on its remaining 13 shops – leaving customers’ cars inside and 150 employees without their final paychecks – and filed Chapter 7 bankruptcy. McPherson blamed the collapse on CARA’s rapid and far-flung growth. His goal, he readily admits, was to capitalize on the late-1990s Wall Street appetite for industry “rollups” or consolidators.

What happened when CIC ordered 3 used door assemblies to see what the vendors delivered?

15 years ago in the collision repair industry (April 2002) Participants at the Collision Industry Conference (CIC) in Nashville hovered around three Ford Taurus left front door assemblies, ordered and brought to the meeting by a Nashville

shop. Jeanne Silver, co-chair of the “The fact is, on Door C, the ma- they have a door that [needs] three CIC Parts and Airbags Committee, jority of the industry would quote that hours worth of repair and may have said the shop was asked to order the door to an insurance estimator as been a repaint, that estimator is going door from three used parts suppliers being a clean door, with the full to hang up the phone and call another that the shop regularly does business knowledge in their mind that when recycler. The next recycler may not be with, without revealing the as honorable, and he’s going to say, parts were part of a CIC proj‘Yes I have a perfect door.’ Then when ect. Two of the companies the repairer orders the door, and when were “single-location” auto it arrives, the repairer has a surprise. recyclers, while one was a That’s what happens in the real world.” multi-location national sal– As reported in Hammer & Dolly. vage parts supplier. The results? All three Why Did Lou DiLisio say he was sick parts were the correct year, to his stomach? make and model, and had all of the trim, glass and options 10 years ago in the collision repair specified when ordered. (Hin- In 2002, a shop in Nashville brought to a CIC meeting industry (April 2007) ges were not specified when three used parts he ordered from three different vendors Former third-generation shop owner ordered; two of the doors to show how their condition compared to the description and Collision Industry Conference offered by the vendor came with hinges, but one did (CIC) chairman Lou DiLisio, now an not.) they deliver that door to the repairer, industry consultant, kicked off the To avoid anti-trust issues, the comthey’ll have to negotiate the repairs on speeches during an “open mic” session mittee did not reveal repair times the it,” Lieberman said. “They know very at the beginning of the CIC meeting in parts suppliers used to describe the conwell that if they tell the insurance es- Atlanta. dition of the part, but said only that timator or body shop estimator that See What Happened, Page 50 Door A was described as having “light damage,” Door B was described as havYou’re Going To ing “slight dings,” and that Door C “shows no damage.” How well the The Way You’re Treated! parts lived up to those descriptions was left to CIC participants to decide. Local Toll Free Fax “Clearly anyone who looked at (205) 443-7651 (800) 467-0699 (205) 823-4697 Door C [and saw no damage] either needs to get their eyes checked or they got the wrong door,” Massachusetts shop owner Chuck Sulkala said. “Both the repairer who ordered the parts and I felt they were in different condition than as described,” Silver agreed. “If you look at Door C, I David Bonnett Mike McKoewn Frank Jackson would venture to say that any repairer (205) 443-7655 (205) 443-7654 (205) 443-7651 would return that door. Yet ‘shows no dbonnett@tameron.com mmckoewn@tameron.com fjackson@tameron.com damage’ is the exact description [the seller provided].” The committee also checked to see if any of the doors had been refinished. Two of the doors had consistent paint mil thickness of 3.0; Door C, Outside Sales however, had mil thickness that varied from 4.5 to 5, leading the commitDale Nall David Cartee tee to suspect the door was a blended (205) 443-7653 (205) 443-7651 panel in a previous repair. dnall@tameron.com dcartee@tameron.com CIC participant Herb Lieberman of Lakenor LKQ Auto Salvage in Santa Fe Springs, CA, said inaccurate descriptions of parts condition is all too common a problem in his in1595 Montgomery Hwy. / Hoover, AL 35216 dustry.

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Continued from Page 48

What Happened

“I’ve been part of this industry my entire life, and in the last year, I gotta tell you the things I’ve seen going on in this industry just make me sick to my stomach,” DiLisio said. “We need to unite and start to address some of these issues instead of allowing people to run all over us. I could spend the next five hours on specifics but…CARSTAR just wrote a letter that pretty much says the exact same thing: enough is enough.” DiLisio was referring to a recent open letter to the industry from Dick Cross, CEO of the CARSTAR franchise chain of shops. In the letter, Cross said that his company sees “a heightened air of tension across our franchise system that we believe represents the emotional state of our entire industry.” That tension, Cross said, is based in part on new claims handling programs and by the economic reality of buyers (insurers) taking advantage of an excess supply (collision shop capacity). DiLisio was one of several of those who spoke at CIC who applauded

CARSTAR for its letter urging “responsible push-back” by shops on such issues as unreasonable allowances for blend times and materials. – As reported in Northwest Automotive Journal. Cross led CARSTAR until 2011, when he was succeeded by David Byers.

In 2002, Dick Cross was CEO of the CARSTAR organization, and wrote an open letter to the industry calling for “responsible push-back” by shops on such issues as unreasonable allowances for blend times and materials

What was the real difference between non-Certified and Certified Shops?

5 years ago in the collision repair industry (April 2012) Steve Nantau of Ford Motor Company, who has been involved in the ‘in-

dustry standards’ effort since 2007, said he believes a standards program will only be effective if the investment by a shop to achieve and maintain certification is recognized and rewarded. “Somehow the customer has to be aware there’s a certified shop and a non-certified shop, and they have to choose the certified shop,” Nantau said during the recent Collision Repair Executive Webcast. “And in some way I think the insurance company has to recognize that, and either incorporate that in their direct repair programs, or compensate the repair shop for spending the money to become certified.” He said he supports the idea of a single, third-party certifying entity, because otherwise he foresees only a growth in the number of automaker and independent certification programs, few of which will gain enough traction to achieve consumer awareness. Paul Gange of Fix Auto USA said the problem he sees with automaker certification programs is they are open only to those independent shops that have a relationship with a dealer, often excluding equally-qualified shops.

“Repairers willing and capable of…adhering to standard specifications and doing the work that’s it’s going to take to ensure that they can repair vehicles properly should have a right to repair that vehicle,” Gange said. “I would not want there to be a standard that excludes a shop that wanted to adhere to the standard but perhaps wasn’t able to participate because it didn’t have the endorsement of another organization.” Nantau said he doesn’t disagree with Gange. “If there was just one (certifying) entity that could be recognized by everybody, that would be probably be best for the industry,” he said. “I just don’t know if we can get there. The OEMs are (launching their own certification programs), and I think we’ll see more of them go that direction.” – As reported in CRASH Network (www.CrashNetwork.com), April 23, 2012. Nantau was correct in doubting the industry’s willingness or ability to develop and adopt a single standards program for shops, and the number of automaker and third-party shop certifications has continued to proliferate.

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Automotive Refinish Coatings Market Analysis, Segments, Growth and Value Chain 2015–2025 by Abhishek Budholiya

Automotive vehicles require timely maintenance and repairing to enhance the appearance and durability of vehicle by protecting them from external factors such as extreme temperature and UV radiation. Automotive refinishing coatings are frequently used in automotive aftermarket by end-users like body shops and repair centers. For durability, speed and perfect matching color the service providers use advanced technology such as spray guns to apply primer and color coats of paints. Refinishing coatings are also applied to components and the body of vehicles to protect from deterioration caused by foreign particles such as stone and other debris. An increasing demand for refinishing of vehicles across the globe has led to significant improvements in the automotive refinish coatings market such as development of advanced coating material which are eco-friendly and low-solvent content. These products also provide good blend of ease of use, speed, durability and color match. Some of the underlying growth factors in global automotive refinish coatings market is consistent increase in number of vehicles in operation worldwide. Increase in miles driven, road accidents, and demand for recreational

vehicles are the major drivers responsible for the growth of the global automotive refinish coatings market. However, volatility of raw material prices and enhanced road safety parameters are some of the major challenges in the global automotive refinish coatings market. The global automotive refinish coatings market is geographically segmented into seven key regions which are, North America, Latin America, Eastern Europe, Western Europe, AsiaPacific, Japan and Middle East and Africa. Asia-Pacific is a leading automotive refinish coatings market in terms of revenue due to rising vehicles in operation and increasing sales of pre-owned cars. However the growth in North America, Eastern Europe and Western Europe is expected to remain stagnant for the forecast period. Growth in the automotive refinish coatings market is relatively high in BRIC nations when compared with matured economies due to developing automotive aftermarket in these countries. This rapid growth in the market is fuelled by multiple macro-economic factors such as rising number of cab services, increasing car customization and rising capacity of collision repair and vehicle body shops. In addition, it is expected that in the next 30 years the total number of passenger cars in de-

veloping countries would reach around 3.5 to 4 billion. On the basis of product type, the global automotive refinish coatings market is further segmented into two sub-segments which are solvent-borne Coatings and water-borne Coatings. Solvent-borne coatings dominate the global automotive refinish coatings market, while for the forecast period, the growth rate of water-borne coating type is estimated to be high. In Europe and North America, automotive refinish coatings market adoption of waterborne coating material segment is increasing rapidly due to government regulations to reduce volatile organic compounds (VOC) level, which is generally high in solvent-borne coatings. Some of the examples of market participants in global automotive refinish coatings market are DuPont Performance Coating, BASF SE, Kansai Paint Co. Ltd, Akzo Nobel N.V, KCC Corp, Noroo Paint Coatings Co. Ltd., PPG Industries Inc., and Matrix System Automotive Finishes. In future, the global automotive refinish market is expected to grow significantly in terms of volume and value. This growth will give rise to new product development with enhanced properties like quick-drying, cost-efficient and high-performance coatings.

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Continued from Page 14

AAAS Capitol Days

buyers with a copy of their rights under the Magnuson-Moss Warranty Act. AAAS’s official political action committee is the AAAS Committee for Free Enterprise (AAAS PAC), and AAAS PAC provides individuals and businesses with a legal, ethical way to support legislative and judicial candidates in AL, FL, GA and MS. “Contributing to the AAAS PAC helps ensure the election and reelection of officials who support the interests of the automotive aftermarket. AAAS PAC establishes and maintains relationships with elected officials who are pro-aftermarket to ensure the needs of our AAAS members are being met,” said Matt Ward, AAAS Director of Governmental Relations. Matt Ward, in collaboration with AAAS volunteers and staff, continually monitor legal issues that may impact AAAS members and the aftermarket industry as a whole. This group’s top issues are currently the Magnuson-Moss Warranty Act, the Board Adjustment Tax (BAT), the Promoting Automotive Repair, Trade and Sales (PARTS) Act, and Vehicle Telematics.

This story appears in a more complete form at Autobodynews.com.

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NACE Automechanika Chicago Education to Focus on Current Trends, Technologies and Processes With four days full of training, powerful show floor exhibits, multiple co-located events and new business opportunities, the slate of offerings at NACE Automechanika Chicago brings current, innovative and necessary information to automotive professionals from all segments of the industry. NACE Automechanika, the largest U.S. trade show dedicated to high-end technical and management-related training for automotive service and collision

Automechanika Chicago has assembled for this July’s event is beyond that of any training program to date. This is the ‘must attend’ event for every student tech, working tech, shop owner, and educator in the industry.” A number of diagnostic courses will be taught, focusing on drivability concerns and electrical issues. These courses aim to improve technicians’ abilities to use the proper tools to find and resolve issues with vehicles, not

repair shops, takes place July 26-29 at McCormick Place West in Chicago. Registration for the show is open now. Education at the 2017 NACE Automechanika Chicago will focus on current topics and technologies that automotive professionals must understand and become proficient with to be successful, whether they are technicians, painters, welders, service managers or distributors. Dedicated educator courses will enhance automotive instructors’ skillsets, while current automotive students will be able to enhance their classroom learning by attending the show. “The 2015 training event received tremendous reviews from our attendees and we knew it would be a challenge to improve on it,” said Pete Meier, director of training for the UBM Automotive Group. “Today’s technicians and shop owners want to know how to find the problems they are faced with effectively and how to repair them the first time around. They want to learn the latest technology and keep as much of the work as they can in-house while engaging in a highly competitive industry. The lineup of independent education and premiere corporate training programs that NACE

solely the symptoms a problem presents. Additionally, detailed looks at specific underhood systems, undercar best practices and strategies for brake, transmission and emissions service as well as managerial courses on leadership, shop management and revenue streams will be presented. Hybrid and alternative fuel vehicles will be discussed in a variety of courses, while collision repair professionals can learn about vehicle scanning, estimating, bonding practices and more. “The training designed for auto body repair specialists is in line with the needs of today’s collision repair shops,” said Dan Risley, ASA president and executive director. “For example, pre- and post-repair scanning is a big discussion point in the industry right now, and we are pleased to offer specific courses instructing professionals on what they need to know and how to perform vehicle scans. And that’s just one example. Repair and management courses are designed specifically for these shops and their employees with real-world examples and lessons that they can implement immediately upon returning to their shops.” What’s more, all mechanical-re-

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lated training, both technical and management-based, is offered for no cost to attendees when they register with a code from one of NACE Automechanika Chicago’s many sponsors which include Automotive Training Institute, ATSG, CARQUEST Technical Institute, Federal-Mogul Motorparts, Mitchell 1 and the National Alternative Fuels Training Consortium. Attendees who complete courses throughout the training event will receive certificates for continuing education credits and business training requirements. This offer is open to professionals employed by a repair or auto body shop, educators and students. Friday, July 28th, is designated as a unique training day for students. The 28th features automotive training programs, show floor programs and networking opportunities enabling students to learn more about their industry. Additionally, the Business Outlook Conference offers information, insight and awareness of the economy, legislation, technology and their impact on the automotive industry and market. Scheduled for two half-day sessions, the conference offers a great opportunity for distributors to bolster their at-

tendance at NACE Automechanika Chicago, showing dedication to their customers and beyond. Other co-located events round out the slate of educational, interactive and enlightening offerings at NACE Automechanika Chicago. The annual MSO Symposium will take place July 26th at the Hyatt Regency McCormick Place, while the Advanced Technology & Diagnostic Repair Forum again will be offered. I-CAR training classes also will be part of the agenda for collision repair professionals to attend. You can view a full list of training sessions, register for courses and receive a free expo pass at www.NACE Automechanika.com. Additional courses and educational opportunities will be added to the July event in weeks leading up to the show. NACE Automechanika attendees also will be able to experience the latest technology, test equipment and discover advanced applications with live, interactive demonstrations. For the 2017 event, the show calendar has been adjusted to offer flexible scheduling between training sessions, expo and conference hours.

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Tips for Busy Body Shops

Mike Anderson: Why Repairers Need to Research OEM Procedures on Every Single Vehicle Every Single Time with Stacey Phillips

One of the hot topics in the collision The percentage of repair facilities repair industry over the past several that said they research OEM proceyears is the importance of conducting dures “all of the time” or “most of the a pre- and post-repair scan. Mike Anderson, president of Collision Advice, said in addition to scanning vehicles, it is absolutely critical to research OEM repair procedures prior to working on a vehicle. During a Guild 21 webinar in March, Anderson talked about why collision repairers need to check the vehitime” increased slightly in 2016 comcle manufacturer’s recommended pared to the prior year. (See graphic) guidelines on all vehicles, eve-ry time. “At the end of the day, if we The #1 reason OEMs are up at night aren’t researching the OEM repair A few years ago during a Verifacts procedure every single time we do a conference, Anderson heard a presenrepair, we’re not going to know when tation by Rick Leos, formerly of Toythings change,” said Anderson. “Just ota and now with OPS Trax. Leos because we did it that way today, does shared the following statistic, “Acnot mean that it will not change in the cording to the World Health Organizafuture.” tion, 1.24 million people die in traffic He often is asked if a shop fixes accidents each year. On a global scale, the same type of vehicle on a regular traffic fatalities continue to increase basis, is it still necessary to check the steadily and are expected to become OEM information on that same vehi- the fifth leading cause of death by cle. Yes, said Anderson, “The answer 2030, unless countermeasures are imis 100 percent of the time.” plemented.” He used an example of a shop that “We’ve gotten there faster than was replacing a quarter panel predicted,” said Anderson. on 2015 Ford Mustang a few “Last year, people who died months ago. When the shop as a result of a car accident researched the manufacturer’s was the fourth leading cause guidelines, it found that Ford of death, above strokes.” required the roof to be reThe National Safety Council placed. Anderson visited anreported there were 40,200 other shop recently and traffic deaths in 2016; this is Mike Anderson, noticed that Ford has a new a six percent increase from president of sectioning procedure on the previous year. It is the Collision Advice that vehicle and the roof no first time since 2007 that longer needs to be replaced. more than 40,000 have died in motor In another example, he said one vehicle crashes in a single year. of the OEMs changed the way the Leos also shared research conbedside panel is installed four differducted by Toyota highlighting the ent times in 2016. three main sources of traffic accident “We don’t know what we don’t fatalities. They include vehicle colliknow,” said Anderson. “That’s why we sions, traffic lane departures and poor need to constantly and consistently renight visibility. In response to these search OEM repair procedures.” findings, OEM manufacturers have In Anderson’s quarterly survey developed accident collision avoid“Who Pays for What,” conducted in ance technology, such as autonomous conjunction with CRASH Network, breaking and adaptive cruise control, body shops were asked, “How fre- to help mitigate these problems. quently do you research OEM repair While self-driving vehicles are procedures at the time you write an es- frequently featured in the media, Antimate?” derson said after working with OEMs

54 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

he found autonomous vehicles are not their primary focus. Instead, their goal is to keep people from dying in car ac-

cidents; minimize bodily injuries; improve fuel economy; and include comfort features such as blue tooth and other technology. “We need to understand that car manufacturers are building vehicles to keep people safer,” said Anderson. When he visits OEM manufacturers, Anderson said he always asks the same question: “What is the number one thing that keeps you awake at night as a car manufacturer?” “They’ve all

given the same answer—liability,” said Anderson. “They are all very concerned with ensuring that those vehicles are fixed properly.” He said the only sure fire way to ensure the collision avoidance systems are working properly is to perform a post-repair scan. With cars increasingly more complicated, today most vehicle components are controlled by computer software. The lines of code control everything from tire pressure to collision avoidance, braking, backup, steering and other systems. While a Boeing 787 has 14 million lines of code and a 2013 fighter jet has 24 million, the average highend vehicle has 100 million lines of code. “We’re not fixing the cars that our fathers, mothers, grandfathers, uncles and aunts fixed in the past,” said An-

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derson. “We’re working on a highly complex computerized device.”

How OEMs are addressing pre- and post repair scans Since last year, six vehicle manufactuers have released position statements stating that all their vehicles need to be scanned before they are released back to the customer. They in-

clude GM, Honda, FCA (Fiat Chrysler Automobile), Mercedes-Benz, Nissan and Toyota. (The position statements can be found online: www.oemonestop.com.) These six manufacturers represent 61 percent of the market share in North America and are the majority of vehicles coming into body shops today, said Anderson.

Five takeaways from Mike Anderson’s presentation:

1) Researching OEM repair procedures is mandatory! It is NOT optional anymore. 2) Make sure to obtain authorization from a customer before you scan a vehicle and/or share the data with an insurer, OEM or any third party. 3) Just because an OEM does NOT have a position statement saying you need to scan vehicles, doesn’t mean the OEM doesn’t say it somewhere in the repair information. Research is mandatory. 4) It is NOT just about scanning. It’s about all of the recalibration, re-initializations, reprogramming and other collision repair procedures. 5) Educate your staff and debrief them about the information shared during the webinar.

“Just because other vehicle manufacturers don’t have a position statement, doesn’t mean they don’t believe it needs to be done,” said Anderson. He said while many don’t have a formal position statement on scanning vehicles it clearly states in their OEM repair procedures that scanning needs to be done to repair the vehicle. Last year during the NACE conference, Kristen Felder of Collision Hub, filmed a video featuring six car manufacturers—Audi, Chrysler, GM, Honda, Nissan and Toyota—and two insurers who were asked if a vehicle needs to be scanned even if it’s unoccupied and there isn’t a dash earning light. “They all said yes,” said Anderson. The video can be accessed on www.collisionadvice.com. Anderson offered various examples throughout the webinar of specific repair procedures that are required by manufacturers. In addition to scanning every vehicle, he said collision repairers need to pay attention to recalibrations, re-initializations, reprogramming, whether some of the bumper covers can be repaired and refinished, and other collision repair procedures. He also stressed the importance of

ensuring a shop has permission from the customer to scan the vehicle and share the information with third parties such as an OEM manufacturer or insurer. He recommended having a thorough authorization form for customers to sign. Collision Diagnostic Services has a sample authorization form available on their website www.astech.com under Resources that can be used as a framework. Anderson suggested having an attorney review it to ensure it is binding according to a shop’s specific state laws. For more information and questions, contact Mike Anderson: mike@ collisionadvice.com; cell 301-5353333 or Tiffany Driggers: tiffany@ collisionadvice.com; cell 703-898-0715 or visit www.collisionadvice.com.

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www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 55

3M Automotive Aftermarket Division Deploys New Mobile D.E.M.O. Trailer 3M Automotive Aftermarket Division recently introduced a traveling interactive display trailer and educational classroom, featuring the latest in 3M collision repair technology. The 46foot long Demonstration & Education Mobile Operation (D.E.M.O.) trailer is out on tour visiting trade shows, distributors, collision shop customers and other major events.

On location, the DEMO unit expands into different live workstations, including body repair solutions, adhesives, coatings & sealers, paint prep, painting and paint finishing. Featured

product systems include the Accuspray™ Spray Gun System with PPS™ Paint Preparation System, to the new Total Automotive Sanding System, Cubitron™ II abrasives, Dynamic Mixing System, advanced power tools and more. The D.E.M.O. trailer made its debut at the Sherwin Williams National Meeting in Orlando and Premiere Auto Supply Open House in Miami, where, combined, more than 500 people took part in the mobile learning experience. The trailer gives customers the opportunity to try out 3M’s industry leading tools and product solutions.

CCC Information Services Inc. Publishes 2017 Crash Course Report

CCC Information Services Inc. (“CCC”) has announced today the availability of its 2017 Crash Course, an in-depth report that focuses on the trends and business drivers within the automotive collision industry. This year’s report, “It’s Happening,” ex-

amines the vast technological and digital advancements being broadly embraced by consumers and incorporated into today’s vehicles, and their impact on the automotive claims, collision repair, parts, casualty, and automotive manufacturing industries. Crash Course is compiled using research and information from a wide range of sources and an aggregated set of data from CCC’s data warehouse, which includes approximately 180 million claims worth of information.

“In this year’s report, we look at how rapidly changing technology is driving change for the consumer, the vehicle, the insurer, the repairer, the parts provider, and the manufacturer,” said Susanna Gotsch, Lead Industry Analyst, CCC. “The growing number of digital connections being created means greater access to information. This information brings an even greater understanding of the end customer and creates operational transparency and insights into new risks and opportunities for the companies that serve them. We explore how many of these technologies are playing a key role throughout the automotive ecosystem, and how businesses are responding.” To explore these topics and their impact, several CCC subject matter experts have contributed to an expanded report. The Crash Course report also provides in-depth analysis on repair costs, telematics, casualty trends, and myriad other factors that contribute to the performance of the industry. To download the 2017 Crash Course report, visit www.cccis.com /crash-course-2017.

56 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

The unit also includes a full classroom where collision repair professionals can learn the latest repair techniques, standard operating proce-

dures and more, as well as earning ICAR continuing education credits. “Our team has put a lot of time an effort into the new mobile unit,” said Dale Ross, U.S. marketing operations manager for 3M Automotive Aftermarket Division. “We believe that when a customer has an opportunity to pick up a 3M tool, or try out one our breakthrough Cubitron II abrasives for themselves, or spray with PPS™ and Accuspray firsthand, they will see the difference and won’t want to use anything else. We are proud to have a great new way to bring all that 3M has to offer to more customers.”

Accepting Nominations for the 2017 Mort Schwartz Excellence in Education Award

The Auto Care Association Education Committee is now accepting nominations for the 2017 Mort Schwartz Excellence in Education Award. The Mort Schwartz Excellence in Education Award is given to the person, company or educational institution that best advances the concepts and programs for education or continuing education in the North American auto care industry. Nominations should be submitted for their innovation, advancement or superlative efforts in education and training programs, or scholarship fundraising efforts. All Auto Care Association member companies and employees are eligible to submit a nomination. The winner will be selected by the Auto Care Association Education Committee, and presented during the 2017 Fall Leadership Days, Sept. 7, in San Francisco, CA. Submit a nomination by April 21, 2017. Use the online application form available at www.autocare.org /mort-schwartz-award/. The online application format enables applicants to enter, save and re-access text, attach documents and include internet links.

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www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 57

March 31 Deadline for Applications for NABC Executive Director

The National Auto Body Council has announced last call for applications for its Executive Director position. The deadline is March 31. The NABC search campaign is to fill the vacancy created by the upcoming retirement of NABC founder and current Executive Director Chuck Sulkala by the end of 2017. The executive director position reports to the NABC Board of Directors and works collaboratively with the Board to implement NABC’s strategic annual goals. Responsibilities include oversight over NABC’s daily operations, membership, fundraising, marketing, finance and revenue growth. A detailed position description is available on the NABC website. Interested candidates should email resumes to Mike McManus at NABC office (m.mcmanus@autobodycouncil.org) with copies to Nick Notte (Nick.Notte@i-car.com) and Renee Ricciotti (rcricciotti@ mmm.com), co-chairs of the NABC Personnel Committee.

Elite Electronics Supports SCRS as Corporate Member The Society of Collision Repair Specialists (SCRS) has announced Elite Electronics as the newest Corporate Member of the association. Elite Electronics is a sublet service provider currently serving the Dallas, Ft. Worth, TX; Atlanta, GA; Oklahoma City and Tulsa, OK; Knoxville, Nashville and Memphis, TN; Philadelphia, PA; and

Charlotte, NC regions and their surrounding suburbs. Services include mobile reflashing, programming, diagnostics, air bag, theft and vandalism repair, and full mechanical services. “Supporting leading industry organizations like SCRS is really important to our company,” shared Don Smith, owner of Elite Electronics. “We’ve seen tremendous growth in the collision repair market relative to our service offerings, and it’s important that there is a strong exchange of communication across the country

that helps small businesses understand the changes and challenges facing the market, and helping to educate on solutions.” “SCRS has certainly placed a priority on highlighting the technology impacting repair process requirements; raising awareness of this information in our educational curriculum at the SEMA Show, and it’s frequently occupied the headlines in our Repairer Driven News coverage,” added SCRS Chairman Andy Dingman. “I think collision repair facility owners are hungry for this information, and are gravitating to groups like SCRS for education and to obtain perspective. As that happens, there are going to be natural synergies with companies that can help provide solutions to increasingly complex repairs. We are fortunate to welcome Don and his team as supporters of the association and the industry.” Elite Electronics has a desire to continually better understand the needs collision repairers have as technology evolves. “Whether it is technology in the vehicles, government regulations, or

the insurance process,” added Smith, “staying on top of the developments allows Elite Electronics to better understand and adapt to our customers’ needs. This allows for a more proactive approach to collision repair, rather than a reactive one.” “We would love to see a better working relationship between the repair facilities, estimating programs, and insurance companies, and we believe that supporting SCRS and bringing our unique insight to the relationship can help advance the conversation.” Other companies wanting to support SCRS through membership can contact the SCRS office at info@ scrs.com. For more information, visit www .scrs.com.

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CARSTAR and Automotive Training Coordinators Partner for I-CAR Gold Certification Process

“The I-CAR Gold Classification process can be a challenging, timeconsuming and at times frustrating process for our shops,” said Melissa Miller, vice president of operations for CARSTAR Auto Body Repair Experts. “I-CAR Gold is a key component of the EDGE Performance Platform and an area we recognized where we could help our franchisees. Automotive Training Coordinators is able to provide a personalized service allowing our franchise owners and employees to better understand requirements, schedule training, attend training and ensure that the credit is properly posted to their records.” ATC will work closely with the

shop managers, estimating and technician staff to manage their I-CAR requirements by their designated role. Throughout the process, ATC will work closely with management to establish goals, budgets and timelines to Gold Class, OEM or other programs by renewal dates. “We are pleased to become part of CARSTAR Auto Body Repair Experts’ success formula and support their efforts to meet and maintain training requirements,” stated Marie Peevy, owner of Automotive Training Coordinators, LLC. “Engaging ATC is evidence of their determination to succeed.” The goal of the CARSTAR EDGE Performance Platform is to create a culture of learning, meet insurance performance compliance and produce quality repairs. Now in its fourth year, the program is a sequenced process of implementation producing best-in-class people, processes and partnerships to deliver industry leading key performance indicators.

For more information, visit www.carstar .com.

58 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

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BASF Offers Exclusive Bentley Level 1 and Level 2 Refinish Training Courses

The BASF Glasurit® paint system continues to be the only paint system approved for the repair of Bentley vehicles. To ensure all Bentley vehicles are repaired to their pre-accident condition, all Bentley accredited technicians are required to be certified by BASF Glasurit trainers every three years. The 2017 Bentley Level 1 Glasurit Refinish training schedule for North America is: BEN100 Glasurit 90 Line - National Rule March 14-16, 2017, Jessup, MD BEN100 Glasurit 90 Line - Low VOC March 21-23, 2017, Buena Park, CA

procedures for Mirror, Piano and Satin finishes. The 2017 Bentley Level 2 Glasurit Refinish training schedule for North America is: BEN200 Advanced Glasruit 90 Line- National Rule August 1-3, 2017, Houston, TX BEN200 Advanced Glasruit 90 Line-Low VOC August 8-10, 2017, Buena Park, CA This advanced level course, taught by Glasurit Global trainers, will provide technicians with Glasurit repair processes developed to duplicate Bentley-exclusive finishes such as 3coat Duo paint, Liquid Mercury and Matte Clear, and their correct use in the paint shop environment. Bentley courses are only open to technicians at Bentley-accredited body shops. Original BMW Parts

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MSCRA Negotiates

torney General for hosting these talks, and I’m really looking forward to the end product.” The final product will be a public information document created with input from both the insurance and collision repair industries that can be given to consumers to guide them in what to do after a collision. MSCRA intends to work with members to distribute this consumer awareness information once both sides are happy with the document. After the fourth meeting is held in April, Hughes believes the group will have a pretty good idea of the final draft. More importantly, he observes, “This is the first time all of these people have been in a room together, and it shows that we can come together at the same table and share our viewpoints. It’s important for the insurance and collision repair industries to come together for our mutual benefit.” Hughes also notes that shop education and training plays a large role in the adversarial relationship between shops and insurers. “As long as the guy with no credentials receives the same

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One of the goals of the Auto Care Association’s government affairs program is to develop a team of legislators in the auto care industry’s corner when it comes to impacting legislation under consideration on Capitol Hill. The Association is

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hourly rate as shops that invest in training and equipment, we are going to see a conflict. Not all shops are created equal.” Consumer awareness is an important topic for MSCRA in 2017. The association is working on public service announcements to help consumers understand what is a safe and proper repair and to educate on the things they should know before choosing a shop to repair their vehicle. MSCAR eagerly anticipates that 2017 Southern Automotive Repair Conference to be held in Biloxi in April. Last year, 200 shops attended, and this year’s goal is to attract 300 shops. Hughes is particularly excited about Mike Anderson’s presentation. The current MS legislative session is nearly at a close, and during this session, the association was able to defeat a strong piece of legislation that is membership felt would not be good for the public as it created “a pathway to clearing titles for destruction.” If passed, HB2229 would have allowed for the authorization of a vehicle without a certificate of destruction for water damage that has been declared a total loss to be issued a branded title of the vehicle has been restored to its operating condition.

pleased to announce that Reps. Scott Perry, R-Pa., and Brendan Boyle, D-Pa., have agreed to become co-chairs of the official Auto Care Caucus in the U.S. House of Representatives. What exactly is a caucus? Caucuses, as they relate to Congress, represent and pursue the interests of a particular community. They can help identify other like-minded legislators who support a particular hobby or interest, and serve as a source of education for congressional staff and other officials on certain needs, views and concerns. Therefore, Reps. Perry and Boyle, as founding members of

the Auto Care Caucus, have agreed to take up the views of the auto care industry and advocate on our behalf amongst their peers. The 115th Congress has already been subjected to a high level of scrutiny from both the public and the media, but no group will be watching Capitol Hill more closely than the business community. With legislation addressing such issues as tax reform, healthcare, immigration and infrastructure on the horizon, businesses within the auto care industry and outside of it will all be affected in some way. The voice of the auto care industry needs to be heard and a caucus offers us another valuable tool to ensure that we have a seat at the table during these debates. Having a caucus with the Auto Care name is a great start, but now we want to ensure that it is effective. The larger the caucus, the greater the influence. We need to use this opportunity to educate legislators on our industry’s most pressing issues and enlist them to fight on our behalf. Recruitment is in full swing and members of the Auto Care Association are encouraged to contact their U.S. Representative and request that they join the Auto Care Caucus.

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 59

Women’s Industry Network Announces Winners of the 2017 Most Influential Women in Collision Repair Award

The Women’s Industry Network (WIN®) recently announced this year’s honorees for the Most Influential Women (MIW) of the collision repair industry award for 2017.After reviewing nominations and interviewing a number of amazing women, three inspiring industry leaders were selected to receive MIW honors:

● Cristina Fronzaglia-Murray, Manager of Marketing Communications, Automotive Refinish, PPG, Strongsville, OH ● Renee Ricciotti, Sales and Marketing Manager, 3M Automotive Aftermarket, St. Paul, MN ● Elizabeth Stein, Vice President of Industry Relations, Assured Performance Network, Laguna Hills, CA “As WIN celebrates being 500 members strong just 10 years after its founding, the 2017 MIW nominees showcased the geographic, functional and sector diversity of women who are shaping the future of collision repair,”

stated Sandra Herron, Owner of MiddlEdge, Inc. “This year’s award winners have blazed new trails for women in the industry. Each has a remarkable track record of creating company value, developing industry talent and serving both her local community and the collision repair industry.” Herron’s consulting firm was contracted as a third-party entity to interview the nominees and select this year’s honorees based on specific criteria established by the WIN Board of Directors. The Most Influential Women award recognizes women who have enriched the collision repair industry with their leadership, vision, and commitment to excellence. “Having been with WIN since its inception in 2006, it is wonderful to see first-hand how the MIW program has evolved and grown and how perfectly it aligns with WIN’s mission to ‘enhance the role of women in the industry,’” stated Petra Schroeder, WIN Chair. “Every year, I am truly amazed by the diversity of every nominee’s talent and industry involvement. It is my honor to extend heartfelt congratulations to Cristina, Renee and Elizabeth (Liz) for winning

this prestigious award.” Established in 1999 and under WIN stewardship since 2013, the Most Influential Women program has recognized over 80 women for their professional accomplishments and for going beyond requirements of their positions to give back to their communities. “The recipients have been a positive influence within the industry and their local communities,” said Cheryl Boswell, Chief Financial Officer at DCR Systems, LLC, 2015 MIW Honoree and Co-Chair of the 2017 MIW Committee. “This award recognizes those women who not only excel within their own companies, but who are also active in mentoring others to help them advance within our industry. It is an honor to work among these amazing women who continue to elevate this industry and who lead by example.” When the 2017 WIN Educational Conference convenes in Denver, Colorado, on May 8-10, 2017, past and current MIW honorees will be celebrated during a gala awards reception. Registration for the conference and the MIW dinner is now open. For more information, visit www.womensindustry network.com

and students across the country.” The Education Foundation continues to be recognized by Charity Navigator as a Four (out of Four) Star Charity, and returned eight-eight cents of every dollar donated towards supporting the school programs, instructors, and students in 2016. Stacy Bartnik, Collision Repair Education Foundation Board of Trustees Chair from ITW Evercoat said, “On behalf of the Board of Trustees, staff and the collision school programs and students we were able to support, I would like to thank our 2016 donors. We had an incredible year that saw us clearly define our Vision and Mission and establish 16 collision career fairs across the U.S. that were attended by over 4000 students interested in entering the industry. In 2017, we have already developed a statement of need, in conjunction with our industry supporters, to clearly define the steps necessary to achieve our Vision. I would invite companies and individuals to join us in providing support.”

For more information, visit www .CollisionEducationFoundation.org.

60 APRIL 2017 AUTOBODY NEWS | www.autobodynews.com

Polyvance recently released its latest plastic welding rod to match plastics on some newer vehicles, the R08-01 PPE+PS. Polyphenylene Ether + Polystyrene (PPE+PS) is an engineering plastic that is used on some automotive interior and exterior applications. This plastic is quite rigid and may be glass-filled for greater strength. In the US and western Europe, it is marketed mainly by Sabic Industrial Plastics under their Noryl brand name. Using its in-house plastic extrusion line, Polyvance has extruded an injection-molding grade Noryl PPE+PS resin in a 1.8” diameter round profile, black in color. The rod is available for immediate sale. Polyvance offers the world’s largest variety of plastic welding rod materials, profiles, colors, and package sizes. The new R08 PPE+PS joins recently-added materials such as R13 PET, R14ASA, and R15 PPE+PA (GTX) plastics. For more information, visit www .polyvance.com.

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Collision Industry Provides $12M+ to Schools, Students in 2016 Through Collision Repair Education Foundation

In 2016, the collision industry provided over $12 million in donations to high school and college collision school programs through the Collision Repair Education Foundation, an increase of over 13 percent from 2015. Over $60 million has been provided since 2008, when the Education Foundation began its philanthropic focus of assisting collision school programs and students. “In 2016, the Education Foundation made significant strides to help achieve its vision of a collision industry with a sufficient number of qualified, properly trained, and immediately productive entry-level employees to meet current and future Industry needs,” said Clark Plucinski, Collision Repair Education Foundation Executive Director. “Through the collision industry’s generous support, we are able to deliver on our mission to support collision repair school programs and students to connect them with the array of career opportunities across the industry. Working together as an industry ensures that the students graduate and are productive and efficient day one. Thank you for supporting our efforts as we are truly making a difference supporting schools

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WIN 2017 Conference Registration Opens, Agenda Announced by Chasidy Rae Sisk

The Women’s Industry Network (WIN®) opened registration for its 2017 Educational Conference on February 15 for association members. This year’s conference is entitled “Be Extraordinary with Balance, Purpose and Results” and will take place in Denver, CO on May 8-10, 2017. Association members can enjoy an early-bird discount by registering to attend WIN’s 2017 Educational Conference by Wednesday, March 15. After that date, registration costs will increase to the standard rate of $475 for members and $650 for nonmembers. As always, WIN’s agenda is packed full of informative sessions for collision repair professionals as well as a variety of networking opportunities. The conference begins at 1PM on Monday with “New Member Orientation” which will be followed by an “Opening General Session: WIN Welcome.” Traci Brown will kick off the educational sessions with “Unspoken Keys to Success,” with Kevin Wolfe’s “Path of Choice” afterwards. At 5PM, WINners will engage in a Scavenger Hunt, complete with an

awards ceremony and refreshments. Monday evening will conclude with “Magical Thinking: Find the Extraordinary by Imagining the Impossible,” presented by Dennis Watkins from 7:45-8:45PM. Tuesday’s events will commence at 7AM with WIN’s Scholarship Industry Walk which benefits the association’s scholarship fund.

After breakfast, Keynote Speaker Chuck Gallagher will present “Positive Choices for Business Success – The Ethics of Excellence.” Tuesday morning’s educational sessions conclude with Jody DeVere’s “Motivating Successful Women Leaders.” On Tuesday afternoon, conference attendees will choose two of the following three breakout sessions: “The Importance of OEM Certification” by Scott Biggs, “Managing Ourselves and Our Energy Level” presented by Alison Young, and Jody DeVere’s “Why It Is So Important to

Attract, Hire and Retain Women Employees.” Festivities on Tuesday evening will center around WIN’s Most Influential Women (MIW) and Scholarship Award Ceremony and Gala Dinner. During this event, WIN will honor its 2017 MIWs for their contributions to the collision repair industry, in addition to recognizing this year’s WIN scholarship recipients. The final day of WIN’s 2017 Educational Conference will begin with “Creating a Customer Care Culture, and Finding and Inspiring a Staff to Support It” which will be presented by Steve Trapp and Regina McDonald. At 9:35AM, a networking event entitled “An Opportunity to Work on You!” will be facilitated by Liz Stein, Kathy Mello and Blair Womble. The last educational seminar of this year’s conference will be Mike Jones’ “Creating a Better Version of Yourself” which precedes WIN’s “Closing Session” with the conference concluding at noon. For more information about WIN and its 2017 Educational Conference, visit https://www.womensindustrynetwork .com.

PPG Debuts TouchMix® XI Touchscreen Computer

PPG has launched its state-of-theart TOUCHMIX® XI computer, the first of three advanced tools that will make up PPG’s new branded Color Solutions product line known as XI. A PPG exclusive, this robust WINDOWS® OS computer is designed to provide easy navigation of PPG’s PAINTMANAGER® software program to reduce mixing room complexity and allow technicians to work more efficiently. “This is a highly significant technological leap in color solutions,” said John Beran, director, refinish global color IT. “By linking this remarkable self-contained unit with our PaintManager system, we’ve developed a secure and compact solution for the most demanding collision center environments.” According to Beran, the TouchMix XI unit features plug-and-play functionality, an easy-to-clean 15” glass color touchscreen and a paintresistant finish. Its small footprint permits it to be configured in several ways: stand-, pole- or wall-mounted with no external computer or keyboard required. For more information, visit www.ppgrefinish.com.

Precision Collision Center Earns Assured Performance Certification and Top Automaker Recognition

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Precision Collision Center has been officially Certified by Assured Performance, a non-profit consumer advocacy organization for maintaining the right tools, equipment, training, and facility necessary to repair the participating Automaker brand vehicles according to the manufacturer’s specifications. In achieving their Certification, Precision Collision Center is now an integral part of the most advanced repair capable and efficient auto body repair network in the world. Adding to their credentials, Precision Collision Center is officially recognized by Assured Performance, FCA, GM, Ford, Nissan, and Hyundai. To become Certified and officially recognized by the various Automakers, Precision Collision Center passed the rigorous Certification process essential to help ensure a proper and safe repair of the new generation of advanced vehicles. Less than 5 percent of body shops across the nation are able to meet the stringent requirements to become officially Certified and recognized. The Certified network is made up exclusively of best-in-class collision repair businesses that have met or exceeded the stringent requirements of the Certification program.

According to Precision Collision Center owner, Jim McGrew, “Our business has been built on a foundation of excellence and ethical business practices. Our state-of-the-art facility and certified technicians give us the ability to achieve this Certified status.” The Certification criteria is based upon auto manufacturer requirements. These are critical to ensure the vehicle fit, finish, durability, value and safety following an accident. As new model vehicles are being introduced that use lightweight high-strength materials and advanced technology, a proper repair according to manufacturer specification is even more important than ever to ensure the passenger safety and proper performance of the vehicle. Auto manufacturers want to ensure that consumers have the option of Certified collision repair wherever they live, work, or travel. “Consumers need the confidence and peace of mind to know their vehicle is repaired by a shop that has what it takes to ensure the vehicle safety," said Scott Biggs, CEO of Assured Performance Collision Care. "Precision Collision Center is officially a Collision Care Provider. They represent the standard by which all other body shops are measured.”

www.autobodynews.com | APRIL 2017 AUTOBODY NEWS 61

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Sherwin-Williams Announces 2017 Second Quarter Training Schedule

Sherwin-Williams Automotive Finishes has announced its second quarter training schedule starting in April

succeed in the automotive collision repair industry. Shop owners, managers, painters and technicians will learn

through June, 2017, with classes to be held at its training centers across the country. These training sessions provide participants with the skills needed to

through a combination of classroom, web and hands-on training settings. For more information, visit www .sherwin-automotive.com/refinish /training-support/.

There is Still Time to Support 3M’s Hire Our Heroes Fundraiser

There is still time to support military 2016, this initiative raised $210,000 veterans and their families through for scholarships and tool grants disthe 3M Hire Our Heroes program tributed to military veterans and their and purchase the second annual 3M family members who are studying Hire Our Heroes Calendar for 2017. collision repair. In partnership with the 3M AutomoThose who make a $200 donative Aftermarket Division (AAD), the tion will be able to take advantage of Collision Repair Education Founda- exclusive free product offers on a tion (CREF) announced it has do- wide array of 3M products, such as nated more than $750,000 since 2013 the 3M™ PPS ™ Sun Gun™ II light to be used toward scholarships and kit, 3M™ Power Tools, 3M™ Maskwww.autobodynews.com tool grants for more than 210 military ing Tape, 3M™ Cubitron™ II abraveterans and their families through sives,CHECK and otherIT 3M™ products. This OUT! the 3M Hire Our Heroes program. year, a bonus offer has been added: Shops interested in participating When a shop participates in all 12 in this program can acquire a 2017 months of promotional offers, they Hire Our Heroes Calendar with a will qualify to receive a sample of $200 donation online. new products introduced by 3M AAD In 2017, 3M AAD and CREF in 2018. The first 500 people to make are marking the fifth year of the pro- the $200 donation will also receive, gram, and continuing an innovative in addition to the calendars, a Hire way for shops to get involved, both Our Heroes replica hood designed by To advertise organizations will be facilitating the automotive designer Chip Foose. Salesreceive at: an second annual 3M Hire Our Heroes call Advertising Each month, shops Calendar for 2017. With the $200 do- email with the information they 800-699-8251 need nation, designated to the 3M Hire Our to redeem the coupon for the free Heroes fund, shops not only give to a products, e-mail: based on their qualifying advertising@autobodynews.com worthy cause, they will also receive purchases and made on one invoice. the commemorative calendar which www.autobodynews.com contains approximately $1,700 worth For more information, please visit of monthly deals on 3M products. In www.collisioneducationfoundation.org

2017 MSO Symposium Registration is Open, Agenda Released

The MSO Symposium has announced that registration is open and the agenda has been released for the 2017 event. The sixth annual MSO Symposium, co-located with NACE Automechanika in Chicago, will take place Wednesday, July 26 at the Hyatt Regency McCormick Place. The agenda is as follows: 12:00 - 1:00: Luncheon 1:00 - 1:30: Industry Update presented by Vincent Romans, Brian Sullivan 1:30 - 2:15: Insurer Panel - moderated by Marcy Tieger, the panel will address the developing gap between car manufacturers and insurers as recommended repair procedures, vehicle scanning, onboard telematics, and repairability take center stage 2:15 - 3:00: OE Panel - moderated by Marcy Tieger, this panel will provide a perspective from the manufacturer’s standpoint of recommended repair procedures, vehicle scanning, and new technology 3:00 - 3:30: Refreshment Break - sponsored by BASF 3:30 - 4:10: MSO Panel - moderated by John Walcher, this panel will address challenges facing MSOs

including technology, scan tools, equipment, supplier consolidation, and staffing 4:10 - 4:50: MSO Panel II - this panel will cover OE certification and training, with leadership representing small, midsize, and large MSOs 4:50 - 5:30: Legislation and Regulation - Bob Redding will discuss how the new administration will affect business for the collision repair industry and insurers, as well as what legislation will have the greatest impact on business 5:30 - 7:00: Private MSO Symposium Reception - sponsored by PPG. “This is the only event that is exclusive to MSOs, insurance executives, and the strongest independent operators in the collision repair industry,” said Dan Risley, ASA president and executive director. Individuals must qualify to attend the MSO Symposium. The Symposium is exclusively attended by high-growth MSOs, owners of large independent repair shops, and property & casualty insurance company executives. For information and to register, please visit stonefortgroup.com/mso2017/register.

SCRS Education Committee Presents on “Kool Tools” from SEMA Show

On January 11th, the Society of Collision Repair Specialists (SCRS) held an open board meeting in Palm Springs, California which included a presentation from the SCRS Education Committee providing an overview of “Kool Tools” and unique products for collision repair businesses. The March print issue of Autobody News has an in-depth Kool Tools article written by Toby Chess. The source for timely The presentation, led by cominformation that every mittee member Toby Chess and committee chairman Kye Yeung, body shop needs! was the latest in what has become an annual800-699-8251 presentation during the JanCALL uary meetings. The presentation is inspired by the wide range of products and offerings exhibited during Mail Subscription the SEMA Show in Las Vegas, Nevada. Each year, the Education Com-

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mittee searches the SEMA Show for unique tools, equipment and offerings to the collision repair industry that they feel provide notable value in fixing today’s damaged vehicles. The products are often personally purchased by presenters Yeung and Chess, and putyour to usebusiness in a working Promote with collision repair environment to see an exclusive article featuring how they - and the technicians in the or services. shopyour - likeproducts the products. Products that leave an impression on the committee are included in a live presentation at the SCRS open meeting in January. Watch the “Kool Tools” preCall for SEMA details! sentaion at the 2017 show at: http://bit.ly/kooltools2016 For 800-699-8251 more information about SCRS, or to join as a member, please visit www.scrs.com, call toll free 1877-841-0660 or email info@scrs .com.

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