Southeast 2017 Autobody News

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10 Top Takeaways for Body Shops from the Southern Automotive Repair Conference in MS

by Stacey Phillips

National paint companies, equipment and tool manufacturers, major vehicle OEMs and industry experts all came together during the Southern Automotive Repair Conference (SARC) in April. Held at the IP Resort Casino & Spa in Biloxi, Mississippi, the two-day event was hosted by industry associations in Alabama, Georgia, Louisiana, Mississippi and Tennessee.

Georgia Thorson, the co-organizer of the event, said the goal of the conference is to provide an annual industry forum for collision repair pro-

(l to r) Robert McKenzie, executive director of RDA; co-organizers of the event Georgia Thorson and Steve Plier; and Moose Simmons, Overnight Parts Alliance

fessionals in the Southeast region of the United States. “We want to offer an opportunity for attendees to visit exhibits, See 10 Top Takeaways, Page 10

Axalta and NASCAR® Legends Open New Customer Experience Center in Concord, NC

by Autobody News staff

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

Gordon, four-time NASCAR® Cup See Axalta and NASCAR®, Page 18 Series champion and Rick Hendrick,

VOL. 8 ISSUE 4 JUNE 2017

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

ing system, or third-parties like CSI providers, parts locating services, rental CCC Information Services’ newly- car companies, etc. launched “Secure Share” generated Under the current data-exchange both questions and criticisms at the method, a CCC ONE user can transfer Collision Industry Conference (CIC) that data to others using a standardheld in Pittsburgh, PA, in late April, ized “Estimate Management Standard although no company representative (EMS)” file. In many cases, those third-parties have—with a was there to respond. shop’s permission—placed a A new CIC task force “data pump” on the shop’s held a panel discussion related server to automatically pull to the new data-sharing systhe EMS files the shop has tem, and though CCC chose agreed to share. not to attend (citing antitrust concerns), it did send a fourCCC’s “Secure Share” changes this arrangement in page response to questions Frank Terlep several key ways. First, it posed by the task force.

“Secure Share” went “live” in early will transfer the data using a “Business Message Suite (BMS)” file, viewed by April (www.cccsecureshare.com), representing a significant change in terms many in the industry as a positive of how shops using CCC’s estimating change. The industry-developed BMS system can share estimate information standard in theory gives users more See CIC Task Force, Page 12 with a shop management or paint mix-

by John Yoswick

Automotive Attorney Erica Eversman Discusses Shop Liability and Protection

by Chasidy Rae Sisk

On Tuesday, April 18, AASP-PA hosted a presentation during CIC Week in Pittsburgh, PA, featuring Vehicle Information Services Chief Counsel Erica Eversman. Her presentation focused on the liabilities shops are exposed to currently, how shops can protect themselves and tips on getting paid for proper repairs. Eversman took time to discuss some of the key points of her presentation with Autobody News.

“The most important thing for shop owners to remember is that they are the professionals. They are responsible for making decisions, and they are subject to the burden of resolving issues with the consumer or insurance companies, whether it’s related to imitation parts or something else. If it’s not a safety concern; the customer can make some decisions,

but shops need to stand firm on safety issues,” Eversman said.

Referring to Berg v. Nationwide Insurance, a 2012 Superior Court of Pennsylvania case that handed down a sweeping decision that broadly interprets insurance bad faith under Section 8371, Eversman recounted the horrific tale of a newly leased Jeep Cherokee which the shop declared a total loss; however, the claim representative argued and coerced a repair since the insurer would lose money on the total loss. The repair took four months, but the insurance company only paid for 30 days of the customer’s rental car. Eventually, the vehicle was returned to the consumers, but the shop was concerned about it being unsafe, and one of their technicians called the customer to warn them.

See Erica Eversman , Page 27

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2 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Contents AAAS Announces 2017 Scholarship

Recipients . . . . . . . . . . . . . . . . . . . . . . . 3

Axalta and NASCAR Legends Open New

Customer Experience Center . . . . . . . . . 1

BASF Hosts VisionPLUS University

Course at Audi Training Center . . . . . . . . 6

Structural Automotive Realignment . . . 32

Sisk - Choice and Consequence: WIN’s

2017 Educational Conference Keynote

Presentation . . . . . . . . . . . . . . . . . . . . 28

Sisk - WIN 2017 Educational Conference Features Presentation on “Customer

Care Culture” . . . . . . . . . . . . . . . . . . . . 30

Body Shop Helps Convicted Felons Go

Sisk - WIN Seminar: Creating a Better

Classic Collision Inc. Opens 19th Georgia

Sisk - WIN’s Extraordinary 2017

Cumberland County Body Shops Collecting

Yoswick - Flashback: Panel Calls for End

in Right Direction . . . . . . . . . . . . . . . . . 56

Location in Lawrenceville, GA . . . . . . . . 8

Food for Hungry Children, Part of

Nationwide Drive . . . . . . . . . . . . . . . . . 12

Fairfax County Shop Shooting Victim

Identified . . . . . . . . . . . . . . . . . . . . . . . . 9

IGONC Meeting Focused on New

Employees. . . . . . . . . . . . . . . . . . . . . . . 8

Version 6of Yourself with Mike Jones . . . 2

Educational Conference . . . . . . . . . . . . 58

of ‘Funny Time’ – Two Decades Ago . . 50

NATIONAL

10 Myths About Autonomous Vehicles

from “Driverless: Intelligent Cars and

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

Jim Ellis Auto Group Cares About First

Auto Care Careers Offers On-Campus

Jim Ellis Automotive Cares About First

Automotive Attorney Erica Eversman

NASCAR Teams to Host Sherwin-Williams

BASF supports WIN as 2017 Gold

Phillips - Twenty-Six-Year-Old Lead Painter

CAPA-Certified Parts Reach 85 Million . . . . 8

Responders . . . . . . . . . . . . . . . . . . . . . 65 EcoLean™ Level 1 Workshop . . . . . . . . 6 at Ohio MSO Says to Try New Things

and Never Settle . . . . . . . . . . . . . . . . . 54

Preston High School Student-Repaired

Vehicle Ready for Auction . . . . . . . . . . . 6

Sisk - NCACAR Springs Into Action

Recruiting Opportunities . . . . . . . . . . . 64

Discusses Shop Liability and Protection. . 1

Sponsor . . . . . . . . . . . . . . . . . . . . . . . 64

Chevrolet Sees Spike in OnStar Spanish

Requests . . . . . . . . . . . . . . . . . . . . . . . 64

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

Estimate Data . . . . . . . . . . . . . . . . . . . . 1

This Season. . . . . . . . . . . . . . . . . . . . . 16

Honda Kicks Off New Quality Repair

the Southern Automotive Repair

I-CAR® Welding Training & Certification

Ten Top Takeaways for Body Shops from

Conference in MS . . . . . . . . . . . . . . . . . 1

Two TCAT Collision Repair Students

Receive Awards . . . . . . . . . . . . . . . . . . 65

COLUMNISTS

Attanasio - Elite Electronics Gives Body Shops an In-House Mechanical

Department . . . . . . . . . . . . . . . . . . . . . 41

Attanasio - Long Island, NY, Shop Owner

Creates Graffiti Mansion. . . . . . . . . . . . 36

Chess - Know the Terms: Scanning, ESC,

Campaign . . . . . . . . . . . . . . . . . . . . . . 27 Now Required for State Farm™

Select Service® Repairers . . . . . . . . . . 67

Plans Coming Together for WIA July

Conference . . . . . . . . . . . . . . . . . . . . . 62

Polyvance Supports Caliber Collision’s

“Changing Lanes” Initiative . . . . . . . . . 54

PPG Certification Training Programs

Keep Techs on Top. . . . . . . . . . . . . . . . 67

SCRS Education Committee Presents Video on Scanning, Diagnostics

and Calibration. . . . . . . . . . . . . . . . . . . 62

SAS’s and ADAS? If Not, Read On… . . 37

The Dropout Who Branded a Sauce: Auto

Helps Pass the Time & Shows Your

Why Autonomous Vehicles are Suddenly

Phillips - How A Customer Waiting Room

Shop Goes the Extra Mile . . . . . . . . . . . 52

Phillips - Important Considerations When Purchasing New Equipment for Your

Body Shop. . . . . . . . . . . . . . . . . . . . . . 24

Phillips - Industry Veteran Introduces MARP Methodology to Assess

Body Owner-Trainer Spices it Green . . . 22

Taking Off and the Implications for

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

Women’s Industry Network Announces Winners of 2017 Scholarship

Program . . . . . . . . . . . . . . . . . . . . . . . 62

See AAAS Scholarships, Page 56

Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Contributing Writers: 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 Digital Marketing Manager: Cass Heckel Art Director: Rodolfo Garcia Graphic Designer: Michelle Lucas Accounting Manager: Pamela Cate

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.

Audi Wholesale Parts Dealers . . 38-39 Axalta Coating Services . . . . . . . . . . 2 BMW Wholesale Parts Dealers . . . . 56 CarcoonAmerica Airflow Systems . . . . . . . . . . . . . . . . . . . 41 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 31 ChemSpec USA, LLC . . . . . . . . . . . 10 Classifieds. . . . . . . . . . . . . . . . . . . . 66 Coggin Deland Honda . . . . . . . . . . 30 Dent Magic Tools . . . . . . . . . . . . . . . 6 Dominion Sure Seal, Ltd. . . . . . . . . 27 Eckler’s Automotive . . . . . . . . . . . . 47 ECS Automotive Concepts . . . . . . . 24 Equalizer Industries, Inc . . . . . . . . . 37 Eurovac, Inc. . . . . . . . . . . . . . . . . . . 16 Ford Wholesale Parts Dealers . . . . 65 GM Wholesale Parts Dealers . . . . . 63 Gus Machado Ford . . . . . . . . . . . . . 46 GYS Welding USA. . . . . . . . . . . . . . 18 Hendrick Automotive Group . . . . . . 19 Hendrick Automotive Group of Charleston. . . . . . . . . . . . . . . . . . 68 Hendrick BMW/MINI . . . . . . . . . . . . 53 Hendrick Dodge . . . . . . . . . . . . . . . 14 Hendrick Kia Cary . . . . . . . . . . . . . . 61 Hendrick Kia Concord . . . . . . . . . . 61 Herkules Equipment Corporation. . 28 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . 33, 34-35 Hyundai Motor America . . . . . . . . . 11 Hyundai Wholesale Parts Dealers. . 60 Insta Finish Car Care . . . . . . . . . . . 17 Jim Cogdill Chrysler-Dodge-JeepRam . . . . . . . . . . . . . . . . . . . . . . . 22 Jon Hall Chevrolet . . . . . . . . . . . . . 42

Kernersville Chrysler-Dodge-JeepRam . . . . . . . . . . . . . . . . . . . . . . . 29 Kia Motors Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 55 Killer Tools & Equipment. . . . . . . . . 25 Lancer Insurance Company . . . . . . 21 Lexus Wholesale Parts Dealers . . . 64 Mercedes-Benz Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 52 MINI Wholesale Parts Dealers . . . . 56 Mirka USA, Inc. . . . . . . . . . . . . . . . . 15 MOPAR Wholesale Parts Dealers . . 43 NACE/automechanika Trade Show . 13 Nissan of Richmond . . . . . . . . . . . . 36 O’Brien Hyundai-Subaru-Mazda . . 49 O’Reilly Auto Parts . . . . . . . . . . . . . 23 Polyvance . . . . . . . . . . . . . . . . . . . . 20 Porsche Wholesale Parts Dealers . . 64 Radley Chevrolet. . . . . . . . . . . . . . . 32 Rick Hendrick Chevrolet Naples. . . 48 Rick Hill Imports . . . . . . . . . . . . . . . 45 Riverside Ford-Lincoln . . . . . . . . . . 40 Robaina Industries, Inc . . . . . . . . . . 51 SATA Dan-Am Company . . . . . . . . . 5 Southside Kia . . . . . . . . . . . . . . . . . 57 Spanesi Americas . . . . . . . . . . . . . . 26 Stateline Chrysler-Jeep-DodgeRam . . . . . . . . . . . . . . . . . . . . . . . . 8 Subaru Wholesale Parts Dealers . . 59 Tameron Hyundai . . . . . . . . . . . . . . 50 Valspar Automotive . . . . . . . . . . . . . . 7 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 67 Wesch Tools . . . . . . . . . . . . . . . . . . 12 West Broad Hyundai. . . . . . . . . . . . 44 Wizards Products . . . . . . . . . . . . . . . 9

Index of Advertisers

Responders in Atlanta . . . . . . . . . . . . . . 9

On May 11, the Automotive Aftermarket Association Southeast Education Foundation (AAASEF) announced the winners of their 2017 scholarships for the 2017/2018 academic year. AAAS President Randal Ward stated, “Because of the hard work and dedication of the AAAS volunteer leadership and the unselfish support of the many members and friends of our association, both past and present, 24 scholarships have been awarded for the 2017/2018 school years.”

Thirteen AAASEF scholarships were awarded to the following individuals: David Batley of K-Lene Auto Parts, Lindsey Bearden from Southland International Trucks, Stephanie Burgett of Donnie’s Paint and Body, Adrian Day from Federated, Andrew Golfos of Loxley Auto Parts, Kenneth Griffin from B & C Auto Parts, Julia

Griffin of B & C Auto Parts, Zach Poticny from Atlas Gas & Welding Supply, Megan Smith of Cockrell’s Body Shop, Leathel Stone from Southland International Trucks, Haley Turner of Tire & Wheel Professionals, Misty Wisener from McGriff Tire, and Emily Quattlebaum of Fastener Service, Inc. AAASEF scholarships are reserved for deserving, member-sponsored students pursuing technical twoand four-year degrees. These scholarships benefit aftermarket families and future leaders in the industry and community. Since it was established in 2005, the AAASEF has awarded over 75 scholarships.

An additional 11 memorial scholarships were awarded. These scholarships are endowed by AAAS members, family and friends to honor past association members who have

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

Southeast

REGIONAL

AAAS Announces 2017 Scholarship Recipients

by Chasidy Rae Sisk

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 3

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

by Stacey Phillips

We’ve all heard predictions for the timeframe when driverless vehicles will become mainstream—three years, five years, a decade or even longer. Hod Lipson, a professor of engineering and data science at Columbia University in New York, recently gave a presentation during a Guild 21* podcast about autonomous vehicles. Guild 21 podcasts are sponsored monthly by Verifacts Automotive and attended by repairers, insurers and OEMs. During Lipson’s presentation, he shared insight about why driverless cars are suddenly taking off and the future implications for those involved in the body shop industry.

“If you are in the car repair business, it’s going to get more complex, more interesting, and more challenging,” said Lipson. “It’s not going to be something easy to do. More skills are going to be required for these cars.”

According to Lipson, the main challenge for driverless vehicles coming to market hasn’t been the ability for them to drive on the highway, in the dark or even parallel park. Lipson said the biggest hurdle has been to negotiate obstacles on the road and understand what they are seeing.

Just five years ago, the technology used in driverless vehicles didn’t allow the ability to reliably tell the difference

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

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

He said soon after cars were first

introduced, people were already beginning to dream about the idea of driverless cars. In 1939, the Futurama exhibit sponsored by General Motors Corporation at the World’s Fair in New York showed a possible model of a city 20 years into the future. It included automated highways and vehicles. Then in 1956 GM came out with advertising that showed a family driving on a motorway with a vehicle that could track buried wire in the ground. Others followed suit.

Three years later, RCA built a car without a steering wheel and the UK Transportation Research Laboratory designed a device that attached to the front of a vehicle and could track buried wire.

Although the driverless technology was seemingly available, other priorities began consuming the auto industry that centered around issues such as safety and fuel efficiency. “This whole dream of making driverless cars fell by the roadside,” said Lipson. “It also turned out to be way too expensive to bury wires and maintain them.”

While the idea of building intelligent highways never fully went away, another story began to develop from the robotics industry—the development of small robots built by the AI community using software. Lipson explained that any technology based on software follows what is referred to as “Moore’s Law”—the law of exponential return.

“Whereas cars don’t improve in their

performance every so many months, anything that is software-related does,” he said. “When you want to understand why we’re seeing driverless cars today, you need to understand that the challenge of making driverless cars is really a challenge of software.”

Lipson said the hardware of autonomous vehicles, which includes the body and chassis, is nearly identical to a conventional car. “What makes a driverless car driverless is the control system,” he said.

The world of AI has been divided by two schools of thought for many years, according to Lipson.

The first is programming AI by writing programs or “rules” in the same way you would tell a computer how to play chess. This thinking has dominated the industry for many years. Alternatively, a computer can learn from example, in a process called “machine learning.” In the 1950s, machine learning was already developed, but mostly dismissed as impractical.

During the first 40 years when autonomous vehicles were built from 1950–1990, they were programmed using rules. Robots were built that could drive around obstacles in a lab; however, when the same software was used in cars that were taken out on the road, they were unable to drive very far. “You can write rules to play chess but it’s very

driving, it isn’t practical (and is dangerous) for humans to be on call for just five percent of the time.

3) Myth 3: Driverless cars will need a lot of infrastructure changes.

Lipson said the only necessities include having good roads, and good technicians.

4) Myth 4: Cars will communicate with one another to move around.

“They might benefit a little from talking to each other but really they get everything they need from the cameras on top of the vehicle and from stored data,” said Lipson.

5) Myth 5: People aren’t ready for driverless cars. Time and time again, Lipson said surveys show that most people would like to use driverless cars if they could be assured of their safety. According to a Cisco Customer Experience Report for the Automobile Industry conducted in May 2013, 57 percent of the 1,511 consumers asked

in 10 countries said they trust driverless cars.

6) Myth 6: Driverless cars have to be 100 percent safe before they can be allowed to drive on the road. “We don’t need 100 percent safe cars, we just need them to be slightly better than the average human drivers,” said Lipson. He said when driverless cars become common, similar to having a miles per gallon (mpg) rating and horsepower (hp) rating, there could possibly be a third rating to let people know how safe the vehicle is compared to a human—twice as safe, three times as safe or even more.

7) Myth 7: Cars will not be able to determine during an impending crash whether to crash into a mother and two children or a building. Accidents are predicted to be so infrequent, said Lipson, that it will most likely be a moot issue.

8) Myth 8: There are not going to

be many cars. When driverless cars become more common, Lipson said is expected that there will be more miles driven per capita. “Everyone in the automotive business should rejoice,” he said. “That means more cars being manufactured, maintained, and more mechanical work, road construction and repair.”

9) Myth 9: No more car ownership. While some people will no longer purchase a vehicle, many will buy one for the additional benefits included such as a bed or a working desk. It is also expected that there will be a wider variety of cars available.

10) Myth 10: Self-driving cars are going to be expensive. Lipson predicted that autonomous vehicles will be cost effective, especially since many of them are going to be electric.

“All of the smart technology is AI, and the software and sensors are very inexpensive,” said Lipson.

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

See Autonomous Shops, Page 21

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

by Stacey Phillips

During Hod Lipson’s Guild 21 presentation, hosted by Verifacts, the author and Columbia University professor of engineering and data science, highlighted 10 common myths about selfdriving cars.

1) Myth 1: There is going to be a gradual transition of driverless technology into fully autonomous vehicles.

Lipson said the technology is not an evolutionary development of conventional driver-assist technology. Instead, it is a very different technology and the vehicles are built to be fully-autonomous from the ground up.

2) Myth 2: Humans and computers can cooperate and a car can drive itself 95 percent of the time and humans will drive five percent of the time. “Human/computer cooperation is a great thing but not for driving,” said Lipson. He said when it comes to

4 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 5

BASF Hosts VisionPLUS University Course at Audi Training Center

BASF’s VisionPLUS® University class, Advanced Production Management, will be hosted on June 6, 2017 at the Audi Training Center in Ashburn, VA.

The course focuses on three areas: pre-repair planning, scheduling and segmenting repairs to eliminate the barriers to efficient production.

This course demonstrates the most efficient use of people, space and time to increase profits, deliver vehicles faster and increase collision center capacity and customer satisfaction.

“We are continuously looking to provide classes to help OEMs increase efficiency, profitability and customer service,” said BASF VisionPLUS Program Manager Craig Seelinger. “Our VisionPLUS University classes help improve efficiencies in the shop, front to

back, and they are I-CAR–certified.”

Advanced Production Management also meets the Porsche Approved Collision Center (PACC) program training requirement for estimators to attend a Repair Planning course.

“We feel that estimators need business-oriented training to go along with the technical training we provide them,” said Mike Kukavica, Porsche Cars NA Collision Repair Technology Instructor. “Estimators really have a complex job because they need to know how the repairs will be done, how to charge for what is actually being done and the negotiation they must conduct with the paying parties.”

“This is an initiative that is very near and dear to the Audi brand,” said Mark Allen, Collision Programs Manager, Audi of America, Inc. “It is a way to further the best interests and collision programs of the luxury brands of the Volkswagen Group of America (VWGoA).”

For more information, visit www .basfrefinish.com.

NASCAR Teams to Host Sherwin-Williams EcoLean™ Level 1 Workshop

Sherwin-Williams will hold its next EcoLean™ Level 1 workshop on location at Monster Energy NASCAR Cup Series™ championship teams Joe Gibbs Racing and Roush Fenway Racing in Charlotte, NC. June 20–21, 2017.

While at Joe Gibbs Racing and Roush Fenway Racing, collision center owners and managers from across the United States and Canada will receive training from some of the best collision services business consultants in the industry and see firsthand how an organization can embrace lean principals to greatly assist in its workflow, communication and increased productivity. This special Charlotte session will also feature unique behind-the-scene tours and discussion with team members from two leading race teams of the Monster Energy NASCAR Cup Series.

“Our attendees will be able to learn lean principles while engaging with our business consultants,” said Lee Rush, Manager of Business Development at Sherwin-Williams. “We aim to give our EcoLean workshop attendees an extensive and comprehensive look at how they can create a lean environment in their own facility. This is a particularly special and rare op-

Preston High School Student-Repaired Vehicle Ready for Auction

pects of repairing a damaged vehicle,” said Lott.

After a wreck that left a car nearly Among the necessary body reready for the junkyard, Preston High pair, students also learned how to paint a car, complete a buff and wax, and complete detail work.

“While repairing, I learned that people need to pay attention to what they’re doing,” said Alex Chipps, a senior who worked on the car since it first came into the shop.

After a year and a half of work, the car looks and runs as good as new, according to Lott.

The Chevy Malibu has 118,710 Students in Preston High School’s Auto Collision mileage and a 3.5-liter V6 enRepair class repaired a 2005 Chevy Malibu LT gine auto-transmission. An aucSchool’s Auto Collision Repair class tion will be held for the car with a in Kingwood, WV came to the res- starting sealed bid of $1,900. All procue. ceeds will go to Lott’s Auto Collision According to instructor Chipp repair class for future projects and Lott, as a result of the accident, the supplies.

2005 gold Chevy Malibu LT needed a new left fender and bumpers, both We thank Preston County News Jourleft doors repaired, and the quarter nal for reprint permission. panel repaired... all work that needed to be done in 90-minute class periods.

FREE “While working on the car, stu4x Monthly E-Newsletter. dents gained knowledge of all asby Emily Livengood, Knight News

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6 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

portunity for many. We have heard great response from shop management about the positive impact to their net profit; some have increased up to 30%.”

The exclusive EcoLean Level 1 workshop and program from Sherwin-Williams are offered to owners and managers of collision centers and dealerships from across the United States and Canada. They are designed to educate attendees about how to maximize profitability by improving production and eliminating waste throughout their facilities.

In addition to the race team facility tours, the Charlotte EcoLean Level 1 workshop curriculum will include: ■ An overview of lean production, and its practical application in collision repair ■ Approaches to making a collision facility more efficient and predictable ■ Roundtable discussion for overcoming lean implementation challenges Race online to register now at www .sherwin-automotive.com/ecoleanwp.

For more information on EcoLean or Sherwin-Williams Automotive Finishes, visit www.sherwin-automotive .com or call 1-800-SWULTRA (1-800798-5872).

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 7

Classic Collision Inc. Opens 19th Georgia Location in Lawrenceville, GA

Classic Collision Inc. has just opened the doors of its 19th location in the north Georgia market. This new addition is located in Lawrenceville, Georgia, about 30 miles northeast of Atlanta. This was a greenfield project from the ground up. Construction was just recently completed and the shop has been set up to ensure the most efficient workflow possible in order to maintain its reputation for top tier cycle times.

Manfred Kammerer, the owner and president of Classic Collision, stated, “Our aggressive growth strategy continues to march forward with the addition of our Lawrenceville location, number 19 on our roster of quality providers of collision repair.

Very shortly, we will be announcing our 20th location as well. With this kind of growth, we know that having adequate human resources will be a key factor. As such, we are actively seeking interested parties who would like to join our exciting, highly qualified team of professionals.”

Classic Collision is the state of Georgia’s largest privately held local provider of auto body repair services in Northern and Central Georgia.

Over time, the new Lawrenceville location will employ 20-25 people.

Classic Collision employs over 500 people and is rated by two top tier insurers as being in the top 10 for customer satisfaction and cycle time. Classic’s facilities also provide collision repair work exclusively for 42 local automotive dealerships.

Classic Collision’s locations are in Atlanta (Buckhead and Brookhaven, Buford Highway), Alpharetta, Marietta (Airport Road and Cobb Parkway), Chamblee, Duluth (Gwinnett Place), Kennesaw, Lilburn-Stone Mountain, McDonough, Morrow, Rome, Roswell, Sandy Springs, Union City, Douglasville, Cumming and now Lawrenceville, Georgia.

For more information, visit www .classiccollision.net.

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IGONC Meeting Focused on New Employees

by Chasidy Rae Sisk

On April 11, the Independent Garage Owners of North Carolina (IGONC) held a Triangle Chapter meeting at CTI in Raleigh, sponsored by CARQUEST who provided dinner. Chris Chesney, Senior Director, Customer Training, Advance Auto Parts–CARQUEST Technical Institute, delivered an “interesting and informative presentation about where the future mechanics and technicians would be coming from,” according to Bob Pulverenti, Executive Director of IGONC. Pulverenti said, “Our members rely on us to filter information and get it to them in order to make them more successful without wasting precious time. This was a great meeting with a few new programs discussed, encouraging garages to get involved with mentoring students interested in the automotive industry. The attendees were very interested. It is difficult for many of them to find reliable and qualified technicians, plus these events are always a good chance for local garage owners to come together, trade ideas, and socialize with friends.”

CAPA-Certified Parts Reach 85 Million

The Certified Automotive Parts Association (CAPA) has announced the certification of over 85 million parts. This number represents the total number of parts CAPA has certified since 1990.

In making the announcement, Jack Gillis, Executive Director of CAPA, said, “This is a another major milestone for CAPA as we continue toward the 100 million mark. It’s a tribute to the commitment of the manufacturers who choose to CAPA certify their parts, and thereby meet CAPA’s comprehensive standards, which CAPA makes available to the public.”

Debbie Klouser, CAPA’s Director of Operations added, “CAPA’s priority has always been to ensure that high-quality, certified aftermarket parts are an option for insurers, repairers, and consumers. The bright yellow and blue CAPA quality seal, every one with a unique number for traceability, lets the industry know it can depend on the safety, performance, and reliability of parts that are CAPA Certified.”

www.autobodynews.com

Fairfax County Shop Shooting Victim Identified

by Emily Leayman, Patch Staff

A man was shot and killed during an argument that escalated in an auto body shop at the 5700 block of General Washington Drive in the Fairfax County area of Alexandria, VA on the morning of April 29, police say.

Image via Fairfax County Police

The victim was Enrique R. Vanterpool, 27, of Alexandria. An autopsy next week will determine the cause of death.

Officer Reem Awad, a spokesperson for the police, told the media that a suspect is in custody, and police are interviewing wit-

nesses to see if any other individuals were involved. The victim’s name will be released once his identity is confirmed and the family is notified.

No one else was injured.

Authorities said the shooting happened around 7:20 a.m. at TMT Auto Body & Restoration, near I395 and the Capital Beltway. Police responded to a call about gunshots being heard inside a business. Detectives found in a preliminary investigation that the incident started with at least two men arguing. The men appeared to know each other.

Awad said there does not appear to be a threat to public safety at this time. The investigation is ongoing.

To report information, call Fairfax County Police at 703-691-2131 or submit a tip online through Crime Solvers.

Follow Patch for more updates.

We thank Patch for reprint permission.

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Jim Ellis Group Cares About First Responders The Jim Ellis Automotive Group has teamed up with clients to raise money for local first responders.

After wrapping up 2016 with a successful giving campaign that resulted in a $65,000 donation to Boys & Girls Clubs of Metro Atlanta, Jim Ellis Automotive has identified another opportunity to give back and new beneficiaries to give to. Jim Ellis President Jimmy Ellis has decided he wants to kick summer off with a similar campaign that will go to benefit local first responders.

All 14 Jim Ellis family-owned and operated dealerships will participate in this first responder campaign, where a portion of every new or pre-owned vehicle purchase during the month of May will go to local first responders. The campaign will run for the entire month and will apply to any vehicles purchased from a Jim Ellis dealership within the month.

“After seeing the generosity of our dealerships and the support of our clients during the campaign with Boys & Girls Clubs of Metro Atlanta, I wanted to identify another local group that could benefit from more of this generosity,” said Jim Ellis Automotive Group President

Jimmy Ellis. “Local first responders came to mind as a group that we would not only like to donate to during the month of May, but a group that we want to honor throughout the year with special incentives to say, ‘thank you for all you do and the support you have given our business over the last 46 years.’ We are also so thankful for our customers that rally behind us in supporting each of these giving campaigns.

“Let’s see what we can do in May to give back to those who sacrifice daily for our safety and wellbeing!”

In addition to the cash donations that will be made to the local first responders that serve our dealership areas, Jim Ellis Automotive will also be offering special discounts for the rest of 2017 to all eligible first responders. As a token of appreciation, all qualifying first responders can take advantage of $500 off their next vehicle when purchased from Jim Ellis.

That is $500 off of the best negotiated price at any of our Jim Ellis dealerships. On the parts and service side, eligible first responders will receive 15 percent off parts and service at any Jim Ellis dealership through the end of 2017.

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 9

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10 Top Takeaways

receive important industry updates and information that they might not otherwise have,” said Thorson, who is also part of Refinish Distributors Alliance (RDA), one of the exhibitor sponsors.

“It is a great way to stay abreast of new vehicle technologies and anything that promotes consumer safety and help shops succeed in the marketplace.”

It was nearly five years ago that Steve Plier, also a co-organizer of the event, planned the first SARC conference in Biloxi where it has been held since. This year, there were approximately 450 attendees including those who managed a booth. In addition to national representation from more than 40 exhibitors, there were body shops, educators and governmental officials who visited from neighboring states as well as the Florida Panhandle and Texas.

As master of ceremonies, Robert McKenzie, the executive director of RDA, helped distribute prizes throughout the event with the help of Mike Anderson, the conference facilitator, and Mike Jones, a keynote speaker.

The gifts, which included a welder, large screen television, a fully-stocked paint cabinet and a variety of gift cards, were donated by the host associations and exhibitors.

Plier said they have received positive feedback from both exhibitors and attendees that SARC is exceptional. He said the organizers and sponsors are always interested to hear what everyone has to say so they can make it better every year.

“Personally, I am disappointed that the attendance of body shops in the region is lower than what it should be for the type of event that we are putting on,” said Plier, owner of Consumer Auto Repair Excellence. “John Mosley, owner of Clinton Body Shop in Mississippi, told us that SARC is like bringing a piece of SEMA from Las Vegas to Biloxi, and that shops who don’t participate are really missing something. We are all concerned that it doesn’t reflect well on the industry when collision repair facilities don’t take advantage of local opportunities to gain valuable information and training that emphasizes providing proper repairs for consumers. We sincerely hope that through new marketing strategies we will get a larger audience of shops next year.”

In addition to panel discussions

by OEMs and industry experts, there were a variety of presentations held throughout the event. For shop owners and employees who could not attend, Autobody News compiled a list of 10 takeaways to help businesses succeed.

1) “Positioning Yourself in the Collision Repair Industry” by Mike Anderson In Mike Anderson’s presentation, “Positioning Yourself in the Collision Repair Industry,” he spoke to attendees about what it takes to be successful. “Whether you are a collision repair center or a jobber supporting your customers, it is critical to understand how to best position yourself to succeed,” said Anderson, the owner of Collision Advice and the conference facilitator. “In order to do this, collision repairers need to focus on the business analysis metaphor of the three-legged stool: sales and marketing; production; and accounting, finance and human resources.”

Anderson explained how to attract and increase sales in today’s competitive environment. He also addressed the role that OEMs will play as well as what KPIs the OEMs and insurers monitor. The session covered the importance of having an online presence and reviews in marketing and selling your business, new estimating tools to help capture more non-included operations, and the most profitable sales mix.

2) “Better Understanding Yourself to Better Understand Others” by Mike Jones Keynote speaker Mike Jones talked to SARC attendees about the importance of understanding yourself to better understand others. The human behavior expert and president of Discover Leadership Training motivates high levels of leadership, utilizing tools to develop untapped potential. He served six years in the U.S. Coast Guard, is an accomplished TV host and radio personality, flew a helicopter for the Houston police, and was a four-time recipient of the Houston Police Officer of the Year. The dynamic and inspiring presenter shared information with those in attendance on how to best create and manage teams to become more successful and profitable in business.

“When you understand yourself better, you become aware that your truth is not ‘the truth,” said Jones. “You become aware that others are living according to their own truths. The understanding and awareness of this will help

10 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

you to see there are more ways of doing base, which leverages multiple types of OEM information. His discussion insomething than the way you see it.”

Jones said that people often feel cluded information about what is inthat the way they get things done is by volved with the changing technology of using common sense. “You are correct collision repairs, including aluminum, that it is your common sense,” said advanced high-strength steels, driver assistance systems, template-based esJones. “Here is a question to ask yourtimating, and OEM recommendations. self: ‘If your common sense is SO com“If you think that it is important mon, why is it SO rare?’ “ He said by meeting others where they are, they will to utilize OEM information when creating a collision damage apbecome more effective in expraisal, you are right,” said ecuting on the task you are Gastineau. “If you are using asking them to do. “They will the Mitchell database to crenever be able to do their best if ate damage appraisals, you you require them to do it the are already leveraging a sigway you best get it done. nificant amount of OEM inMeeting them where they are formation!” He said Mitchell allows you to speed up the Mike Joachim, recognizes the importance of transaction and have fewer do field manager OEM information in the colliovers.” aftermarket from GM sion repair process and invests considerable time, effort and 3) “The Mitchell Database: Powered by OEM Information, Keeping energy into developing and maintaining positive relationships with OEMs to be up with Changing Technology” by Jerry able to develop and support the most acGastineau Jerry Gastineau, database developcurate, OEM-based collision repair inment manager from Mitchell Internaformation available. tional, talked about “The Mitchell Database: Powered by OEM Informa4) “GM—Supplemental Restraints/ tion, Keeping up with Changing TechService & Repair” by Mike Joachim nology.” He spoke to attendees about Mike Joachim, field manager afterthe Mitchell Collision Estimating DataSee 10 Top Takeaways, Page 14

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 11

Continued from Cover

CIC Task Force

control over which portions of an estimate are transferred. It can limit a parts vendor’s access, for example, to only the portions of the estimate needed to accurately fill the parts order, rather than also including (as the EMS file does) information about the vehicle owner as well.

But CCC has also said that as of April of 2018, CCC ONE users will no longer have the ability to export an EMS file, and all BMS file transfers from CCC ONE will have to go through the “Secure Share Network.” A third-party’s ability to directly “data pump” information from a shop will be curtailed.

Shop owners and third-party companies with whom they share estimate information on the CIC panel highlighted some concerns they have about the new system.

“If your third-party providers decide not to participate [in Secure Share], how do you operate your business?” panelist Don Mikrut of AudaExplore rhetorically asked the shop owners on the panel.

In addition to writing code to accept CCC ONE users estimate data through the “Secure Share Network,” vendors also must pay CCC a 50-cent fee for each set of estimate data they receive. In calling earlier this year for the creation of the CIC task force on data-sharing, Frank Terlep estimated that a shop management system company, for example, would pay CCC about $50 more a month for every $2million-a-year shop using its management system.

CCC has defended the new fee, saying it “has made, and will continue to make, significant investments in in-

frastructure, application development, gle transaction between you and your providers,” Dorn said. “And they need and ongoing support to process thou- customer,” panel moderator Terlep said. to hear what their customers think.” sands of... transactions per minute.”

He also noted that vendors must But panelist Brett Bailey of A&B Panelists in Pittsburgh said it’s not waive their right to sue, agreeing to use CARSTAR in Kansas City, MO, whose yet clear whether third-parties will pass arbitration to settle any disputes they company currently shares data from this new expense on to shops – or if the have with CCC. each estimate with as many as 11 “thirdCCC agreement with the vendors using “If two years from now they parties,” said his real frustration are the the Secure Share system even allows choose to cut off your [access to Secure limits he sees on his ability to choose a them to do so.

Share], you have no right to sue for different estimating system if he wanted There are also a number of other damages,” Terlep said. to do so. Even though he operates all elements of the agreement that vendors Scott Biggs of Assured Performthree major estimating systems at his have to sign that panel members at CIC ance said that arbitration clause may shops, he said insurer mandates limit his said are concerning. Jeff Schroder, create “significant heartburn” for venchoice of which estimating system he CEO of Car-Part.com, said he sees dors. uses on all but about 20 percent of the control over what information shops “On the flipside, if 50 cents is not 1,000 cars his company repairs each share shifting from shops to CCC— too much, and if there’s a lot of valuemonth. He believes more insurers need which also happens to offers added, if they make it a great to follow the lead of State Farm and Allits own part locating service service, then I think there’d be state and accept estimates from any of that competes with Car-Part a lot of [vendors] who would the Big 3 information providers. .com. say, ‘That’s alright, I’ll pay the “An open platform is the answer,” He acknowledged CCC fee if it has a justified value,’” Bailey said. “It creates competitiveness “has been very cooperative” Biggs said. “But there’s a lot in the marketplace.” in working with his company of massaging that has to hapBiggs noted the irony that the Colin terms of which estimate pen between here and there.” lision Industry Electronic Commerce Scott Biggs data fields the Car-Part.com Panelist Barry Dorn of Association (CIECA), which developed system needs to receive from its shop Dorn’s Body & Paint in Mechanicsville, both the BMS and EMS data-transfer customers. But he also said the under VA, said its incumbent on those in any protocols, was created decades ago to the “Secure Share” agreement, CCC segment of the industry with concerns establish standards to allow for open can cut off that access at any time, for about “Secure Share” to “make sure that platforms. any reason. those involved hear you.”

“That was the purpose, so you “While we are justifying why we “Because guess what? I think all didn’t have to stay with one particular need [each] field, they have access to all of us are customers of these data [estimating system],” Biggs said. the information, and they’re competing with us and deciding whether or not they want to give us that field,” Schroder said.

DESIGNED FOR THE Moreover, all vendors wishing to use “Secure Share” have to agree that CCC is not precluded from developing or acquiring systems “which are competitive The Ultimate timate in Speed & Funtionality with your application or other products or services provided by you, irrespective of their similarity to your current products or products that you may develop.”

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Cumberland County Body Shops Collecting Food for Hungry Children, Part of Nationwide Drive

Two auto body repair shops in Cumberland County, Fayetteville, NC, are taking part in a nationwide effort to collect five million meals to help hungry children. Food and cash donations at Caliber Collision stores on Raeford Road and Skibo Road will benefit Fayetteville Urban Ministry. Caliber Collision is hoping to increase the number of meals collected in it Sixth Annual Restoration Food by 60 percent, according to a statement released by the company. Local stores often challenge each other in friendly competitions and host fun activities during

the drive, the statement said. Steve Grimshaw, Caliber’s CEO, said the company wants to make a significant impact on childhood hunger. The company has committed to provide a matching contribution to local food banks based on the amount of cash and food collected in each community.

“The continuing success of our food drive is a tribute to our teammates who are inspired to serve and our customers and partners, who generously support our efforts to restore the rhythm of regular meals during the summer months for kids in need,” Grimshaw said.

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10 Top Takeaways

market from GM, shared information about “Supplemental Restraints / Service & Repair.” Joachim’s presentation covered the operation, inspection and servicing of General Motors supplemental restraint systems. Topics included inspection and replacement of system components, SDM programming, and GM wire repair strategy. Joachim stressed the importance of proper repair and system integrity, and of following GM’s published repair procedures using factory-recommended tooling and techniques. Attendees were also provided with additional online resources for collision repair facilities, their technicians and customer-facing staff.

“For safety’s sake, don’t rely 100 percent on your memory, or on your experience!” said Joachim. “Because vehicles, system design, and repair techniques change constantly, consult manufacturers’ service and repair information on every repair, even if you feel like you already know how to fix the vehicle.”

In summary, Joachim shared his own version of a thought from “Josh

Billing’s Encyclopedia and Proverbial Philosophy of Wit and Humor (1874)”: “It ain’t what you don’t know that gets you into trouble, it is what you know for sure that just ain’t so.”

5) “The Secrets of America’s Greatest Body Shops” by Dave Luehr Dave Luehr shared the “Six Secrets” that are currently being used by the best body shops to rise to higher levels of success than their competition.

Luehr, the owner of Elite Body Shop Solutions and author of “The Secrets of America’s Greatest Body Shops,” explained why NOW is the greatest time to be in the collision repair business for those with the right mind-set.

He spoke to attendees about creating a winning mind-set, lessening the dependency on DRPs and building a sustainable business model to overcome competition. He also shared information about dealing with the challenges of family-operated businesses, and how to attract and keep customers for life.

“Shops everywhere really do have a lot of opportunity hidden within the disguise of troubled times and shop leaders who are able to stop blaming their problems on everybody else and

14 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

take full accountability for their success or failure in life can absolutely achieve anything they set their minds to,” said Luehr. “It is not always a message that everyone wants to hear, but it is the message that needs to be heard!”

6) “Competing with Consolidation”

by Brad Mewes Brad Mewes, the owner of Supplement, talked about “Competing with Consolidation.” Mewes, a keynote speaker who was brought up in a family collision repair business, now assists shops as a financial industry expert.

During his presentation, Mewes talked about the current state of the industry, the future of collision repair, the role of Wall Street financiers, other industries that have consolidated, and strategies that smaller operators can use to compete in this challenging environment.

“Understanding what the large collision repair chains are doing and how they operate gives you an advantage when competing as a smaller organization,” said Mewes. “My job is to help business owners grow their business and compete with businesses that literally have billions of dollars behind them. It’s a bit of business jujitsu—understanding what your com-

petition does well, but also what you may do better than them with less effort.”

7) “Safety Shield Technologies (Nissan)” by David Robinette David Robinette, the national field support manager at I-CAR, held a special class on “Safety Shield Technologies (Nissan).” Robinette focused on understanding the elements that make up safety shield technologies and shared information about the unique characteristics of the different collision prevention systems. Those who attended also developed a familiarity with the supplemental restraint systems including inspection and part replacement and additional restraint systems.

During the class, Robinette discussed how to diagnose if a vehicle is damaged and confirm that it is repaired properly and the systems are reinitialized.

The class was originally designed and built as an online course through ICAR. “For this particular meeting, we were asked to take the online course and convert it into a live format for SARC,” said Robinette. “In its live format, there was an opportunity to dis-

cuss the different technologies and some of the things that affect their operation,” said Robinette. Two representatives were also present from Nissan to answer questions and give a futuristic view.

as removing a headlight, windshield or disconnecting a battery must be thoroughly researched,” said Rodenroth. “The days of assuming our technicians and estimators ‘know’ how to do this are over and overlooking the procedures often leads to increased cycle time, poor CSI and repair comebacks.” He said shops need to define what process works for them and hold team members to it to ensure the scans are done properly and have been fully documented.

8) “Building the Business Case”

by Jake Rodenroth In his seminar “Building the Business Case,” Jake Rodenroth from asTech talked about the advanced technology now available on today’s vehicles and how it impacts collision repair processes. Rodenroth explained 9) “Supercharge Your Profits” by Jim how shops can better understand and inSaeli corporate OEM service information into Conference attendees learned how to their SOPs, and the best practices shops “supercharge” their profits from Jim should take to perform necessary scans Saeli’s presentation. Saeli, senior conand get paid for them. He also reviewed sultant and trainer from Management how to access available reSuccess, focused on the imsources from OEMs and outportance of having the right side vendors in regards to employees on your team and proper documentation as well how this can make a differas the direction recommended ence in a shop’s efficiency to take for safe and proper reand bottom line. He talked pairs. about how your employees “Incorporating OEM can make or break your shop Jim Saeli, senior service information into colas well as what it is that sets consultant and lision repair strategies is you apart from the competitrainer from mission critical. Even basic tion. During the presentation, Management Success fundamental operations such he also shared how to hire a

dream team, how to determine which current employees are helping you grow, or slowing you down, and how to use your shop’s statistics as a tool to determine who is on your team.

“The key to creating a highly successful and profitable shop is your people. They are the backbone to any organization,” said Saeli. “The shops that focus on their people by creating a great work environment that is structured will attract the right type of person and allow you to build a true team.”

10) “DryTronic Technology & FixLine Repairs” by Osvaldo Bergaglio and Chad Seelye Symach hosted an informational session to discuss solutions for forward-thinking owner/operators to grow their repair capacity in today’s collision repair industry. Osvaldo Bergaglio and Chad Seelye from Symach explained the Symach DryTronic technology and the exothermic reaction that cures paint in seconds, along with the Symach Application Process (SAP). “This process reduces application time for body filler, primer, waterborne base and clear coats by 50 – 60 percent,” said Bergaglio. Additionally, they talked about their unique

FixLine, conveyor repair process that Bergaglio said yields touch times of only .5 day for one panel, one day for two to three panels and three days for four plus panel repairs. Symach then walked through the methodology they use to develop new body shops around the world.

Assured Performance also hosted a private session titled “20/20 Vision,” where attendees were taught how to maximize the benefits of being an OEM Certified Collision Care Provider.

They learned what OEMs are currently doing to educate consumers on the importance of choosing a certified collision care provider. Those who attended were also given business improvement tools and marketing strategies that would be helpful in their shops.

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 15

Southeast Associations

NCACAR Springs Into Action This Season with Chasidy Rae Sisk

Spring 2017 has been a chaotic time for the North Carolina Association of Collision and Autobody Repair (NCACAR).

As the group grows, the association’s leadership strives to bring more value to members through training initiatives, industry updates and greater involvement with the industry at-large. NCACAR President Brian Davies is excited for all that the future holds and has been hard at work determining the membership’s needs alongside NCACAR Director of Membership Josh Kent.

On March 25, NCACAR hosted a full-day seminar on Advanced Estimating at the CPCC Merancas Campus. The course was taught by James

Skills USA competition

Spencer, Business Development Consultant for PPG’s Collision Services programs, and nearly 100 collision repair professionals were in attendance.

NCACAR also held its fourth membership meeting on Thursday, April 6 at the Noah Banquet and Meeting Center in Charlotte, NC, which was sponsored

by PPG, the association’s primary sponsor. According to Davies, “The meeting was well attended by various shops from as far away as Raleigh as well as various vendors and car manufacturers from Nissan and GM.” Davies opened the meeting by reiterating NCACAR’s mission statement, which primarily focuses on the “opportunity to continually improve the professionalism and business practices of those engaged in the collision repair industry through educational initiatives and strong leadership.”

Davies also shared insights from his visit to NJ in March when he attended AASP/NJ’s 2017 NORTHEAST Automotive Services Show. He was excited to witness all the NJ association has achieved and is confident

that NCACAR can mirror those successes with guidance from LIABRA Executive Director Ed Kizenberger Sr. and Collision Advice’s Mike Anderson.

Next, Casey Smith, the Collision Program Instructor from CPCC, spoke about the school’s new curriculum being constructed for body technicians to support the industry’s need for skilled techs. He urged attendees to support the program and to spread the word about CPCC’s initiatives.

After Michael Bradshaw delivered an Industry Update, Clint Rogers of Triangle Collision in Morrisville NC delivered “a great lecture on maximizing an estimate, which continued NCACAR’s focus on education and training,” Davies recounted.

The next speaker of the evening was a Nissan representative who discussed the OEM’s commitment to safely and correctly repairing vehicles. He also educated attendees about Nissan’s pricematching website, which was designed to help shops utilize as many OE parts as possible.

The last speaker of the evening was GM’s Charles Cropp, who shared information about OEConnection’s price-matching abilities and also spoke about the diagnostic systems GM uses and offers to body shops.

Skills USA Spray Competitors

Next, Charles Humphreys from Wach Marketing gave a presentation on shop brand marketing and the best ways to reach the public, such as radio advertisements and social media. The meeting concluded with raffle drawings, and among the many prizes distributed, a $1000 welder was won by

16 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

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

Robby Walker.

On April 27, Davies and NCACAR Board Members Brian Shaw and Robby Walker volunteered at the Skills USA competition held in Greensboro,

Skills USA booth

serving as judges at the various stations.

Davies stated,“There were about 60 autobody students broken into three different groups from various places around NC from both high school programs and community colleges. At the end of the competition, I spoke to all students, vendors and sponsors about

NCACAR, what we are trying to accomplish and how excited we are to have them joining our industry.”

NCACAR has several more training opportunities scheduled as well.

The association will be hosting a training clinic on Structural Steel Repair on May 16 at Hendrick Automotive Center, sponsored by Rick Hendrick City Chevrolet, and on May 17, asTech’s Jake Rodenroth will be teaching a seminar on Collision Diagnostic Services, asTech and the Importance of Pre and Post Repair Scanning at the CPCC Huntersville Campus. The next NCACAR membership meeting will be held in Burlington on September 21.

www.autobodynews.com

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 17

Continued from Cover

Axalta and NASCAR

®

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

Located on the Hendrick Motor-

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

“As a global coatings leader, we’re dedicated to revolutionizing the cus-

tomer experience through modern facilities, innovative products, application technologies and world-class service,” said Axalta. “The development of the Customer Experience Center training and conference facility is Axalta’s latest step toward fulfilling that commitment.”

The facility includes educational, meeting, exhibit and event spaces designed to inspire customers and support them with hands-on training resources.

“By visiting the center, they’ll gain the

knowledge and methods they need to apply coatings and deploy color-matching technology in ways that achieve greater precision, productivity and profitability, helping to enable them to better serve their customers,” said Axalta.

The company said the facility also honors Axalta’s longtime relationship with Hendrick Motorsports as well as NASCAR® legends and Axalta Team racers Jeff Gordon and Dale Earnhardt Jr.

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

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

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 19

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Continued from Page 4

Autonomous Shops

hard to write rules to tell a computer how to drive a car and distinguish what is drivable on the road and what is not,” said Lipson. “People really struggled to create a system to negotiate traffic and understand obstacles.”

In 2004, the Defense Advanced Research Projects Agency (DARPA) held a competition involving self-driving cars called the Grand Challenge.

Participants competed for a one-milliondollar prize to write software that would allow a vehicle to drive 142 miles from Barstow, CA to Primm, Nevada. None of the cars finished the course and the longest distance a self-driving car could go was 7.4 miles. Although nobody finished the race or claimed the prize, there were major advances in the development of the technology for self-driving cars.

The following year, DARPA offered two million dollars to the winner of the Grand Challenge. A Stanford University team finished the course with their car “Stanley.” Sebastian Thrun, the team leader, said, “In the end we started relying on what we call machine learn-

ing, or big data. That is, instead of trying to program all these rules by hand, we taught our robot the same way we would teach a human driver.”

Lipson said machine learning is always a combination of an algorithm that learns and data that feeds that algorithm.

“We liken the data to the fuel and the algorithm to the engine,” he said. “They are both useless on their own but when you have a good engine and you have enough fuel, you can take off.”

He said that is what is happening to AI today. “It’s not just that we have faster, cheaper and better computers and it’s not just that we have better algorithms. We have tons of data and that data is fueling that AI revolution,” said Lipson. “It’s making driverless cars learn to drive better and better.”

With the accumulation of data, better algorithms and faster computers being introduced over the last few years, Lipson said computers can finally understand what they are seeing; they can look at image and understand if it’s a dog, a human or a chair. That was not possible just five years ago.

“Perhaps the most imminent revolution that is going to happen because of the ability of machines’ ability to understand what they are seeing are driverless

cars,” said Lipson. “That is the last piece of the puzzle that allows driverless cars to finally negotiate the road.”

All the technology is available free to access and Lipson said that is why we are now seeing an increase in companies building autonomous vehicles.

As they continue to develop, Lipson said we will continue to see new shapes and structures of vehicles as well as new modes of entertainment for passengers inside these vehicles. Although there are a lot of uncertainties in regard to self-driving vehicles, Lipson predicts the transformation will start in about 10 years and it will take an additional 20 years until the majority of cars on the road are fully autonomous.

He speculated there will be fewer collision repairs but more mechanical maintenance required. With the addition of sensors and software, there will also be more calibration necessary. Many say that services will no longer need to be offered during convenient times and locations. He said cars might drive in on their own for remote service during offhours.

“It’s going to be a very exciting time in the automotive industry but there are going to be a lot of changes,” said Lipson. “It’s not going to happen im-

mediately but something we definitely want to start thinking about and get ready for.”

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

*What is Guild 21?

After the VeriFacts Symposium of 2013, a group of industry representatives attended a Leadership Course at George Mason University through their MBA Program. As a call to action, this Guild21 group created an Oath for the industry calling for individuals to commit to being inventors of our future.

Verifacts Automotive invites all repairers, insurers and OEMs to take the Guild 21 Oath: http://www.verifacts auto. com/guild-21/the-oath/ For more information or to join the Guild 21 calls, email: info@guild21 .com.

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 21

The Dropout Who Branded a Sauce: Auto Body Owner-Trainer Spices it Green

by Mitch Prentice, The Knox Student

The strange, green color of Dave’s Gator Sauce might turn you away or make you excited for a taste. The uncommon color, taste and labeling of the product is seen proudly displayed in its bottle at many restaurant throughout Galesburg, IL. If it happens to catch your attention, know that was the goal of Dave Dunn when creating the brand.

Besides owning and operating Dave’s Auto Body, Dunn also owns Masters Educational Services, a consulting and market managing firm. This operation teaches people from all over the world how to increase work output and market efficiency within a business. The group is constantly searching for new and exciting ways to improve upon a brand.

For Dave’s Auto Body, Dunn understands that the work they provide is a need-based system. In other words, no one goes to a body shop unless they need to invest in the provided services. There is no marketing gimmick that would make a person want to wreck their car, so in Dunn’s mind, the most they can do to encourage people to come in is to build a brand.

“It’s hard to have a relationship with somebody if you only see someone every seven years, which is statistically how often you see someone in collision repair,” Dunn said. “So we have many things, Gator Sauce being one of them, that continues that relationship outside of any transaction.”

Dunn went on to explain that the theory behind the gator sauce as a marketing tool is inspired by the Purple Cow Theory. The theory simply states that if you are driving near a farm and only see black and white spotted cows, they are indistinguishable and unremarkable. However, if you were to see a purple cow, you would pull over to the side of the road and tell all of your friends about it. This is where the inspiration for the green coloring of the sauce comes from.

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

Dave Dunn of Dunn’s Auto Body

a chef or food connoisseur, but rather saw an opportunity to create a product that would get the community talking.

The cost of providing this sauce free of charge at the body shop ($5 a bottle for an online purchase) is close to $20,000 a year, after production and labeling has been accounted for.

Throughout a typical year, the shop will distribute nearly 5,000 bottles total. Though the price might seem steep at face value, Dunn doesn’t see this as a setback, but rather a necessary expense for the business.

“When people ask me about the expense of such an endeavor, I ask them how much would they pay to develop a customer who has never walked through the door before and to create a new relationship with more people,” Dunn said. “We’ve had grocery chains ask to sell it for us and help spread the product, but I feel that that would defeat the whole premise behind it.”

The road to strategizing this marketing tool was a unique path. Dunn dropped out of high school at 16 and immediately went to work at a body shop. He recalls “how terrible they were,” which inspired him to start his own shop at 19 in Knoxville. It only lasted about a year, when a Mercury dealer asked him to take over their

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business in a management position.

Dunn recalls this opportunity expanding his knowledge of the business on a larger scale. In an unfortunate turn of events, the shop caught fire and burned to the ground, leaving Dunn jobless at 22. This caused Dunn to move back to Galesburg and start fresh. Dunn started researching new business techniques and even wrote his own book, titled Liquid Amalgam. From there, he claims “the rest is history.”

“Marketing has always been a big deal to me,” Dunn said. “The book covers the basis for the Masters educational program and management philosophy. We’ve had about 6,000 people go through the course.

The liquid part is about flexibility, and the amalgam is about ideas, principles and so on that are a basis for making decisions. The hope is that we can teach people to creatively fix problems that might come instead of having to script everything.”

Dave’s Auto Body now makes roughly $5,000,000 a year in business,

which Dunn explains is unheard of in a town the size of Galesburg. He believes it’s the only town in the country that has anything like it. Only 35 percent of the business comes from the 61401 zip code, meaning much of the business is coming from out of town.

“The way I see all of these marketing efforts, as long as you’re consistent in community and have a theme associated with it, you’ll have a chance to catch on,” Dunn said.

The Gator brand now works throughout the Galesburg area under the group named Gator Events. The group looks to increase community involvement and donation events, including a benefit run and even going as far as to dressing up as Gator Sauce bottles and participating in the polar plunge. Dunn sees this connection as a key to continue growing the ideals behind the product.

“People have great ideas all the time,” Dunn said. “For us, it’s not about making a buck or two on a bottle of sauce. It’s about forming relationships in unusual ways.”

We thank The Knox Student for reprint permission.

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 23

Tips for Busy Body Shops with Stacey Phillips

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.

Important Considerations When Purchasing New Equipment for Your Body Shop Purchasing new equipment can be an exciting yet daunting task for a body shop. There are many options available and it often feels overwhelming and confusing. How do I decide which piece of equipment to buy? What method of payment is best to use? Is training included in the price?

Autobody News reached out to the industry to find out some recommendations to consider before making a major purchase. The following members of SCRS (Society of Collision Repair Specialists) shared tips to help shops navigate through the process: Michael Bradshaw, vice president of operations at K&M Collision in North Carolina; Kye Yeung, owner of European Motor Car Works in California; and Dave Gruskos, owner of Reliable Automobile Equipment (RAE) in New Jersey, which provides OEM certified equipment and training.

What advice would you give to a shop before purchasing equipment?

“First and foremost, I think the shop needs to identify what type of vehicles they are going to be working on,” said Bradshaw. Once that is accomplished, he said it’s important to reference the manufacturers’ repair manuals and other resources that include specific requirements that need to be addressed. “I think a lot of the problem is the misinformation that is generated by some of the sales people on the equipment side where they will tell you that a certain piece of equipment can do everything or is approved by multiple manufacturers when maybe that’s not the case.”

Yeung, who is currently opening a second location and very involved in acquiring equipment, recommends making a checklist of all the wants and desires of the shop. “On the checklist, you can focus on the necessary items and the wish items.” It will also enable a shop to determine which items are going to provide the best productivity and a better streamlined process in the operation. Those obviously go at the top of the list.

Gruskos said a shop also needs to look at the relationship it has with the automobile dealer. “A dealership relationship becomes key,” he said. By re-

searching the documentation supplied by the OEM, it will help direct a shop to purchase the correct approved equipment.

If a shop is part of a Direct Repair Program (DRP) or OEM certification, the owner doesn’t always have a choice on the type of equipment purchased.

How do we decide what type of equipment to purchase and narrow down the choices?

Once your list is complete, it’s time to do research.

“That is where the biggest issue comes in is that the shops just rely on the person walking through the door to sell them a piece of equipment,” said Bradshaw. “There is a lot of information available but it’s not always in the same place.”

Yeung recommends making time to attend tradeshows to secure equipment. “I always try to time it during tradeshows like NACE and SEMA,” said Yeung. “The vendors are out there and if you are able to attend you can touch and feel the items.” By attending tradeshows, it also provides an opportunity to learn about the pros and cons of the equipment and ask questions about support and training.

Yeung said the vendors usually give good price concessions during these events as well.

In addition to attending tradeshows, it can also be helpful to talk to colleagues, other shops and associations.

“Associations, like SCRS, are a great way to find information. Members can direct you to sources that you may have not considered in the past and give you advice on good and bad experiences they’ve had,” said Yeung.

“The network of advice in an association is priceless,” said Gruskos. “It will help a shop narrow down the proper people to deal with.” He stressed the importance of making sure you are purchasing from a reputable, structured company. “Most of the time when you talk about people who have problems with equipment or litigation, it’s because it might be a one-man show.”

Many shops also go online to read reviews and gather information about various pieces of equipment.

Yeung often watches YouTube videos

24 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

that feature the equipment he is considering purchasing to get a better idea of how it operates.

It may seem like a lengthy process, but Bradshaw said the resources are available and shops just need to do their homework.

Once a decision is made, what method of payment is usually best?

Yeung said it’s important to really think through how to buy the equipment, whether it is purchased outright using the bank, with a credit card or leasing.

“That would be something that a shop would want to talk to their accountant about and plan for that purchase and really determine what is going to be the best way to do it in in terms of their situation,” said Bradshaw.

Gruskos said credit card purchases are becoming more prolific because people want the earn the miles but that isn’t necessarily in the shop’s best in-

terest. “Generally, they are going to be financing or leasing the equipment,” he said. In addition to talking to a tax advisor, he recommended that all shops read the purchase agreement carefully before signing it. “There are a lot of cases where people think they finance a piece of equipment and at the end they have a surprise payment,” he said.

What type of training is available?

It’s important to find out what type of training is necessary to operate the equipment.

“A lot of people I’ve run into mention that with all the new programs starting with OEMs, they buy a piece of equipment but there is no training associated with it,” said Yeung. “It winds up sitting in a corner because nobody knows how to use it.”

Bradshaw said that depending on the type of equipment you purchase, the majority of manufacturers provide See Equipment, Page 44

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 25

WIN Seminar: Creating a Better Version of Yourself with Mike Jones

by Chasidy Rae Sisk

On May 10, Discover Leadership Training’s President Mike Jones presented “Creating a Better Version of Yourself” during the last day of WIN’s 2017 Educational Conference. Drawing on his personal experiences flying police helicopters, creating programs for high school students to encourage their success, and as a cognitive scientist, Jones noted, “Words are not bad.

People use words in bad ways. I urge you all to listen with the intent to be influenced, or you’ll miss the opportunity to be a better you.”

Learning how to best one’s best requires incrementally taking small steps and getting small wins. Utilize your strengths, and though Jones admitted that vulnerability is scary, he urged the audience to be vulnerable enough to ask for help when it comes to their weaknesses.

Asking everyone to consider the words “revolutionary” and “extraordinary,” Jones advised, “The insanity is in the sanity. Traditions are the beliefs of the dead, and traditionalisms are the dead beliefs of the living... In order to get some, you’ve got to bring some WIN the moment!”

Rather than listening with the in-

tent to be influenced, people often listen to others in order to prove them wrong, thus proving themselves right.

Because people listen to respond, once they receive a stimulus, they formulate an answer and stop listening.

truth as if it’s common sense.”

Having the audience gauge his meaning of the words “expensive” and “fast,” Jones demonstrated the ambiguity of these words and how easy they can be to misconstrue. “Words create pictures, and pictures create emotions. Energy and action follow thought. If you look at the chasm created by the ambiguity of certain words, you see how we communicate with the people in our lives and the reasons for many conflicts; we rarely clarify someone else’s meaning to ensure we’re on the same page. Game changers take the time to clarify so there’s According to Mike Jones, one must “listen with the intent no break in communication. to be influenced, or you’ll miss the opportunity to be a If you take the time to make better you.” sure they heard what you Engaging attendees in a listening said before you execute, there will be test, Jones emphasized, “If you listen fewer do-overs.” with your own filter, you’ll formulate Jones continued, “Don’t move answers that aren’t part of the conver- backwards, only move forward. Winsation. We act in accordance with what ners lose more often than losers lose, but we believe the truth is; you act accord- it doesn’t faze them because they know ing to your own truth, and conflicts in life begins outside the comfort zone.” relationships are often derived from the Looking at the theme of WIN’s misunderstanding between my truth 2017 Educational Conference, “Be Exand your truth. People frequently oper- traordinary with Balance, Purpose and ate on their own truth and treat that Results,” Jones insisted results must be

26 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

first and last, and the outcome defines where a person is going, but if they do not know the desired outcome, they cannot know which direction to take.

“Be outcome focused,” he stated. “You must be specific in order to hold yourself accountable. Create new behaviors you can replicate beyond that event.

You have to win the moment you’re in.”

Purpose is something deliberate and intentional. Rather than saying “this is just who I am,” acknowledge “this is who I choose to be.” Jones believes, “Each of us can choose who to be in the moment to achieve the outcome we want. You already have all you need to be successful - you just need to choose it.”

Balance is to place things in context. According to Jones, “You don’t know if your behaviors are appropriate if you don’t know what your outcome is. Unless you change the picture, you can’t change your behavior. Stop thinking about what you don’t want, and focus on what you DO want. Energy and action follow thought.”

In closing, Jones said, “I know the difference that women make every day! I’m passionate about what WIN does and incredibly emotional about the energy of the extraordinary people in this room.”

Honda Kicks Off New Quality Repair Campaign

American Honda recently launched a completely new industry ad, foregoing the traditional OE focus on just parts and calling attention to the entire repair and performed in a complete and proper manner including the use of Honda and Acura Genuine parts. This is facilitated thanks to their association with I-CAR and VeriFacts, and through the use of Service Express, American Honda’s portal to service and repair information for independent shops.

Assistant National Manager for Honda’s Collision Marketing Group Gary Ledoux worked closely with his team to develop a new approach with a fresh message in this new national ad campaign. “We came up with the concept and then worked with a company called Creative Productions in Long Beach, CA, to refine it,” he said.

“From the beginning, our message has been the same—for proper fit, function, and reliability, OE parts are really the only way to go. But today, a proper repair is more than OE parts. It’s having the right tools, equipment, training, knowledge and current repair information to do it right. This is our new message. The full-page ad will run in various trade magazines throughout 2017.”

Through their association with ICAR and VeriFacts, American Honda has built a large network of ProFirst certified repair shops across the U.S. These shops have invested heavily in specific tools, training and equipment to do proper repairs on Hondas and Acuras.

“Our ProFirst network is almost complete, so not every shop will be ProFirst certified,” Ledoux said. “But every shop should have the ability to properly repair Honda or Acura products, or any car they repair. It’s not enough to just have the right parts anymore, because today’s cars are so sophisticated and the technology is changing all the time.”

In addition to showing support for both I-CAR and VeriFacts, American Honda’s new ad calls attention to Service Express.

“Honda Service Express is a website where shops can go to get service and repair information on Hondas and Acuras from us,” Ledoux said. “Our ProFirst shops get access to the site as part of our program and other shops can subscribe to the site as well. Service Express provides shops with easy access to the latest and most accurate repair information available. Shops can access it at www .techinfo.honda.com.”

Continued from Cover

Erica Eversman

Eversman states, “It’s a long story with very bad actions taken on the insurer’s part. The shop did the right thing at the beginning but gave in to insurer pressures fueled by their fear of losing $12,000. The customer had to drive an unsafe car for three years, and Nationwide bought the vehicle at the end of the lease. In the meantime, their decisions put everybody at risk, and the situation could have been resolved early on if the shop had held firm in their professional opinions. Ultimately, these types of calls are the shop’s, no matter how involved they are with the insurer.”

Another concern Eversman has recently noticed is an increase in the use of photo estimating. Although she did not address this in her presentation, she discussed some of her observations with Autobody News. This trend is in line with modern cell phone usage and certainly has a convenience factor in immediately documenting the accident and providing an estimate before disassembly; however, Eversman observes, “We all know that the

visible scrapes and dings aren’t the extent of the damage, so the vehicle still needs to be properly evaluated by a collision repair professional. Photo estimating doesn’t really speed up the actual repair process.”

Discussing how shops can protect themselves against liability concerns, Eversman recommends utilizing good paperwork. An example would be an indemnification and hold harmless claim if the customer insists on using a part that the shop is uncomfortable using, but it’s imperative that the shop have both the customer and the insurer sign this document. Eversman also suggested that shops ensure their DRP agreements are approved by their garage insurers, and she warned them not to warrant imitation crash parts since that exposes the shop to federal Magnuson-Moss Warranty Act liability.

Eversman offers this advice to shops interested in receiving proper compensation for repairs performed: “Be consistent and always make it a streamlined process. You need to be able to tell the insurer ‘we always charge for that.’ Shops also need to make a point to raise their labor rates See Erica Eversman , Page 52

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 27

Choice and Consequence: WIN's 2017 Educational Conference Keynote Presentation

by Chasidy Rae Sisk

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

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

Group, whose entrance elicited amusement and bewilderment from the audience as they observed his orange prison jumpsuit and handcuffs. “Every choice has a consequence,” Gallagher intoned.

Recounting his admittance to prison in October 1995, Gallagher said, “That day, I became an inmate, considered a nobody by many, due to my crimes. Fortunately, that was a long time ago.”

Shedding his jumpsuit and releasing his restraints, Gallagher made his first point: “Ethical lapses don’t start BIG!” A series of questions about attendees’ willingness to voluntarily break the law, an action all agreed was unethical, led to evidence of the audience’s unintentional deceit when asked who had exceeded the highway speed limited by 5-10mph in the past two weeks. Gallagher chided, “It’s easy to make unethical choices when they seem socially acceptable.”

In groups, attendees discussed some socially acceptable actions that may not be ethical. Some examples included charging for repair items not completed, waiving deductibles, and lying about what stage of the repair process a vehicle is currently in. Gal-

lagher pointed out the lack of ethics involved in violating copyright laws by taking pictures from the internet and sharing information about work or someone else’s personal life on social networks. Industry concerns could be leading customers, embellishing capabilities, or cutting corners to improve profits.

Common excuses are employed to justify the social acceptability of some unethical acts. “It’s always been done this way,” “Everybody’s used to it,” and “Nobody’s complained before” are just a few examples Gallagher provided.

While an individual’s intentions may be good, that does not excuse unethical behavior. Similarly, in group settings, the subjective nature of culture can only be proven to be ethical when the systems, which are objective, support this delineation. Gallagher discussed some well-known unethical behaviors demonstrated by public figures.

Asking attendees if they would voluntarily do something to derail their careers and get placed in jail, Gallagher answered, “Of course not, but it’s simple to take that first step. We all have blind spots, especially when we think emotionally instead of rationally. Slippery slopes take place.”

The three primary reasons people fall into ethical lapses are financial problems, relationship issues, and health concerns, but how does an otherwise honest person take that first step to doing unethical things? Fear leads to misdirection and lies, as emotions overrule rational thoughts. Need creates opportunity, and in order to sleep at night, the perpetrator will rationalize their behavior, believing they are merely borrowing money instead of admitting they’ve stolen it, for example.

“Once you start and there’s no consequence, and you do it again and there continues to be no consequence, you begin to believe there really are no consequences to your unethical actions,” Gallagher explained. “When

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your life is in balance, you can think rationally, but if it’s out of balance, you’ll search for quick solutions because you want to restore that balance.”

In addition to things people know aren’t so and things people don’t know that they just don’t know, there are also things that people choose not to know.

Elaborating, Gallagher noted, “We know something wrong is being done, but we choose to ignore it. We can be

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

unaware until we’re aware, but once we’re aware, we can never be unaware again.”

“Ethical training is important because most people prefer not to be the subject of Breaking News,” Gallagher quipped, tone changing to serious as he added, “Every choice has a consequence, whether it’s good or bad, and you cannot avoid that consequence.

The truth will always come out; it’s easier to deal with the truth upfront than the consequences of not telling the truth.”

Defining true success as making an impact on the lives of others, Gallagher recalled how he contemplated suicide after his release from prison.

Reaching a psychologist by phone, the man’s words saved his life: “You’ve made a terrible mistake, but YOU are not a mistake. The choices you make tonight will create the life you live and the legacy you leave your children.

Make good choices.”

In closing, Gallagher reiterated, “Make good choices because the truth will come out, and what you do has an impact on other people because every choice has a consequence.”

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WIN 2017 Educational Conference Features Presentation on “Customer Care Culture”

by Chasidy Rae Sisk

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

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

To begin the recruiting process, businesses need to become the “employer of choice.” Trapp explained, “First, determine what makes your business special, and then include these factors in your employments ads. You should also post an employment resume on your website to demonstrate what makes you so unique.”

Effective methods for advertising include employee or customer referrals, window signage, company websites and social media, as well as advertising on local high school and college job boards and initiating internships. Trapp cautioned, “Younger employees have to know there’s a career path, so it’s important to recognize people’s aptitude; we need to rethink what direction these impressionable people entering the industry go.”

When screening applicants, begin by determining which candidates meet your criteria and then perform phone screens to ascertain their emotional intelligence which determines how people manage behavior, navigate social complexities, and make personal decisions that achieve positive results. Since a customer service representative will be the first person with whom a customer interacts, these individuals must be positive, articulate and responsive; they should be curious about other people because it’s important to understand why customers react a certain way.

Because interviewing is imperative to selecting the right people to employ, a face-to-face interview is next. This includes a welcome, a description of the interview and hiring process, a company history, and a job description. Questions should generate examples that are not hypothethical, and then the interviewer should look for contrary evidence to ensure the candidate is genuine and if they possess the desirable behaviors, traits and skills for the position. Potential hires should also be given an opportunity to ask questions. The initial interview will be conducted by the General Manager, but if a second interview is required, it should be done as a means of obtaining a second opinion and should take place with another authority in the company.

Interviewers should be looking for customer service traits in candidates, such as patience, attentiveness, clear communication skills, positive language, time management skills, tenancy, a willingness to learn, and the ability to read customers. McNaughton stressed, “Reading people is important as a way of figuring out what your customer wants and being able to reassure them. It’s okay to test people in interviews to determine if they have the traits and emotional intelligence necessary for the position.”

Once you’ve made a hiring decision, it’s vital to put a new employee “in the right seat.” Define their work schedule and job description, and set expectations of their job accountabilities and your company’s pay plan. Employers should also customize and set a daily training schedule by position with quizzes and a checklist to be signed by the manager and the trainer. Managers should also explain the company’s mission, values, key policies, procedures and history, ensuring that this message is provided consistently.

Job specific orientation and training is the next step, and shops should also find additional ways to develop staff. Review work and quality standards, consider using I-CAR or AMI curriculum for new hires, and send appropriate individuals to OE certification training or Axalta product and color training, Trapp advised.

Employee mentorship programs are also beneficial as the mentor provides a focal point for the new employee to get help and information, plus this establishes an early notification

30 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

should be delivered in a ratio of four positives to one negative.

Establishing a reward structure can make work fun and meaningful. Rewards can be spontaneous or given through contests or at pre-shift meetings to recognize superior performance.

A company’s culture is set by its owners and managers. According to the Circle of Customer Service, if the owner takes care of the employees, the employees will take care of the customer who, in turn, takes care of the owner. McNaughton warned, “When you set expectations and fall short, you have a lower satisfaction rating because people remember what happened last. Keep it positive.”

To develop a 90% retention rate, make a connection with employees and encourage them to connect with customers because happy employees and customers lead to a happy work environment which improves employee retention. Holding an annual review and coaching session is valuable, but it’s important to provide negative feedback and coaching immediately, rather than holding it for the review; the annual

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

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

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

See Customer Care, Page 52

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Industry Veteran Introduces MARP Methodology to Assess Structural Automotive Realignment

by Stacey Phillips

A:

Since the invention of the Model Industry veteran Greg Marion says A, vehicle frame straightening he has found the missing link to solve has been a mastered ‘lost art’ performed an age-old industry challenge: how to by a small majority of body repairmen efficiently evaluate and realign damalso referred to as frame men. They acaged vehicle body and frame struc- quired a unique understanding with tures. After receiving an issued patent how the vehicle structure reacted duron the methodology in 2012, Marion ing a collision. They also developed a is now introducing a new automotive rare feel for the transfer of metal within collision repair application he calls the crumple zone areas of a misaligned Multiple Automotive Revehicle frame. These craftsalignment Process (MARP). men were able to envision “The automotive colliand recreate the collision imsion repair industry has not pact by utilizing hydraulic evolved beyond ‘pull to fit’ components, chains, clamps structural realignment pracand primitive measuring detices. These ad hoc methods vices, guided by vague vehioften cause as much damage cle data illustration charts.

Greg Marion as they remove,” said Marion.

Through the early years of “Many vehicles are not efficiently evalthe collision repair industry, frame men uated; they are realigned inefficiently or played a very significant role in saving incorrectly, often at considerable extra body parts, time and money for the reexpense to the owners and to the insurpair technician, consumer and insurance ance industry.” industry. However, if you were to ask 50 He said with the introduction of of these experienced frame technicians the MARP application, it will help es- their process or approach in reference to tablish industry-wide standards that structural evaluation assessments, vehicould result in billions of dollars in cle anchoring methods and structural resavings to the collision repair and in- alignment order techniques, you would surance industries. receive 50 different interpretations.

Without a proven methodology, Autobody News recently spoke to Marion about this innovative developthe lost art of frame straightening was ment and how he thinks it will change unable to be passed on to educate and the collision repair industry. direct future generations of inexperienced body technicians.

Can you tell us about MARP?

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

will allow collision centers and insurance companies to access the same precise structural analysis for vehicles. It can then provide specific procedures for proper realignment.

The process is derived from the application and measuring order of OEM-approved bench jig and fixtures. [Conceptually] it is comparable to [an internet] search engine.

The unique process provides webbased automotive structural evaluations with complete realignment order/structural component replacement or repair assessments, virtual reality training, and validated certification levels for industry professionals.

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

Q: plement

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

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

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

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

the late 1980s, many in the collision repair industry thought that EMS offered the solution and would provide answers for structural vehicle evaluations and frame realignment protocols.

EMS is an effective and efficient means to relay the same three-dimensional vehicle data readings that a 3D measuring system or fixture bench system offer. EMS also provides the

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

tures the convenience of viewing the 3D data illustration on a color flat screen monitor and the benefit of a few vague arrows on the data illustration that provides little systematical order for directional assistance for the reSee MARP, Page 42

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

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

32 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

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Please contact these dealers for your Honda or Acura Genuine parts needs.

HO N D A AL AB A MA

FL O RIDA

FLOR IDA

GEO RG I A

Holman Honda of Ft. Lauderdale

Gwinnett Place Honda

F T. L A UDE RDAL E

800-277-8836 678-957-5151

Freeway Honda

Classic Honda

B ir m in g h a m

O r l an do

800-987-0819 205-949-5460

888-893-4984 407-521-1115

Dept. Hours: M-F 7:30-5 greg_thomas@freewayhondaal.com

Dept. Hours: M-F 7-7; Sat 8-4 parts@classichonda.com

Jerry Damson Honda

Coggin Deland Honda

Hu n t svil le

D e la nd

800-264-1739 256-382-3759

800-758-0007 386-626-1811

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

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

Dept. Hours: M-F 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 B ea 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 ll ywo od

800-542-8121 954-964-8300 Dept. Hours: M-F 7-7; Sat 7-5; Sun 9-5 hernandeze@autonation.com

Braman Honda of Palm Beach

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

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D a y to n a Bea ch

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

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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 rad e nto 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 MA

FL OR IDA

GEOR GIA

GEO RG I A

Jerry Damson Acura

Duval Acura

Jackson Acura

Hu n ts vi lle

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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

FL O RI D A

Acura of Orange Park J a cks on v ille

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

F o rt La u de rda l e

M ar i e tta

800-876-1150 954-377-7688

800-899-7278 770-422-3138

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

Dept. Hours: M-F 7-7; Sat 7-5 byoung@nalleycars.com

34 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Southern Motors Acura

N O. C AR O LI NA

Flow Acura Win st on -Salem

800-489-3534 336-761-3682 Dept. Hours: M-F 7:30-6; Sat 8-1 www.flowacura.com

NO . CA R O LI N A

NO . CAR OL INA

TEN NE SS EE

VIR GIN I A

Apple Tree Honda

Vann York Automall

Bill Gatton Honda

Ash ev ill e

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 h am

855-893-8866 919-425-4711 Dept. Hours: M-Thu 7-11; Fri 7-6 Sat 7-5; Sun 11-5 www.southpointhonda.com

Hendrick Honda Ch a r lo t t e

800-277-7271 704-552-1149 Dept. Hours: M-F 7-7; Sat 8-5 rob.thomas@hendrickauto.com

Leith Honda R al ei gh

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

McKenney-Salinas Honda G as to n i a

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

Metro Honda I nd ia n Trai l

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

NO. C AR O L IN A

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

Breakaway Honda G ree n vi ll e

800-849-5056 864-234-6481 Dept. Hours: M-F 8-6; Sat 8-5 fmarshall@breakawayhonda.com

Midlands Honda C o l u m bi a

877-273-4442 803-691-8585

Ba r tle t t

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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

Checkered Flag Honda No r fo l k

Dept. Hours: M-F 7-7; Sat 7-4 www.copytk.com

800-277-2122 757-687-3453

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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 Be ach

800-482-9606 757-431-4329 Dept. Hours: M-F 8-7; Sat 8-5 fox@hallauto.com

K n ox v i l l e

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800-824-1301 865-218-5461

703-690-7777

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

TE NNE SS EE

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

VIRGINIA

Hendrick Acura

Gary Force Acura

Ch ar lo tt e

B ren two od

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800-768-6824 704-566-2288

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800-550-5035 703-824-5785

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

Dept. Hours: M-F 7:30-6; Sat 8-2 jtrail@garyforceacura.com

Dept. Hours: M-F 7:30-6; Sat 8-6; Sun 10-5 jimgraf@radleyauto.com

Leith Acura Ca r y

800-868-0082 919-657-0460 Dept. Hours: M-F 8-6; Sat 8-4:30 parts@leithacura.com

Valley Honda

Radley Acura

VI RG INIA

Karen Radley Acura Woo d br i d ge

800-355-2818 703-550-0205 Dept. Hours: M-F 7:30-5:30; Sat 8-3 coreythompson@radleyautogroup.com www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 35

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

Glen Cove, NY is a beautiful, laid back coastal town on Long Island and is well-known for things like its annual sailboat races and free summer concerts. Last year, when Joe LaPadula, a body shop owner, bought an abandoned, centuries-old mansion in Glen Cove with big plans to renovate it, it barely made the local news.

Bronx-born graffiti street artist with whom he had collaborated on other projects over the years. “Sean and I did some art cars and other things in the past, so I knew that he was the right person to work with me on this project,” he said. “I told him that the building was in pretty bad shape, but we decided to cover the place with graffiti anyway. We covered some of the floors and beams to protect them, because it is vintage wood and started letting the artists in to do their magic.”

After the artists were done with their work and the house was ready for the world to see, LaPadula had an opening party attracting 1,200 people.

Some people in Glen Cove Taking a mansion that was built 207 years ago and didn’t like the way it looked turning it into a piece of graffiti art was the brainchild and there was a little pushback of Joe LaPadula, the owner of Martino Auto Concepts until the New York Times and in Glen Cove, NY. Credit: Sean Basdaranos local TV stations showed up But when he decided to work with 150 in force to cover the opening party. world-renowned graffiti artists to “The mayor told me to paint the outcover the entire building with their art side of the building after the party, both inside and out, it created a buzz which we gladly did, so now we’re that led to a big story in the New York looking for our next move with the inTimes and got the locals talking. terior.”

LaPadula buys and renovates old Although LaPadula planned to buildings in Glen Cove, so when he make his graffiti exhibition only a got the chance, he bought a 9,000 sq. placeholder before converting the ft. local historical landmark. It was house back into a restaurant, he is now originally owned by J.H. Coles, one thinking about making the building a of the first five families of Glen Cove museum where visitors can enjoy the that dates back to 1810. graffiti and street art.

His initial plan was to reopen the LaPadula, 48, grew up in the collimansion as a restaurant, but after ren- sion business and has always had paint ovations were postponed, he got some Andy Warhol-like ideas. “I bought the building a year ago and was trying to figure out the best way to use it,” LaPadula said. “No one wanted it because of the age and the fact that part of the structure is an historical landmark, but I liked it. Then I got the idea of just blasting it with graffiti throughout the LaPadula (left) and his partner, Jon Holzer at Martino Auto Concepts, are Mercedes-Benz, Audi and BMW-certified and entire building. I figured after restore luxury vehicles. Credit: Sean Basdaranos a while, I could start my renovations and cover it all up and that’s dust in his veins, he explained. “Forget when it really took off.” about it, I grew up working at the famFor a partner in this artful enily gas station in Jackson Heights and I deavor, LaPadula immediately thought just kept rolling from there,” he said. about Sean Sullivan, a renowned “My grandfather was in the business

36 JUNE 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.

and my father after him, so I’m three generations in this industry.”

Twenty-six years ago, LaPadula jumped into the collision repair industry in a big way, which is the only way he travels. Today, Martino Auto Con-

LaPadula knows from experience that his various activities in Long Island end up promoting his shop and leading to further business, he said.

“It’s difficult to market collision work to the consumer. It’s like going to the doctor, there’s nothing there to glorify. I have always been around custom work and I like doing it, but really I do it to advertise my body shop. I do it through my custom work and charity car shows and now I work heavily with the art community. We’ve done two arts cars—a Ferrari By creating art cars and working with artists on other and a Lamborghini—that reprojects, LaPadula gets a ton of exposure for his shop ally put me on the map. Our without spending a dime on marketing or advertising. art cars get a lot of attention Credit: Sean Basdaranos and as a result, my shop gets cepts operates out of a 25,000 sq. ft. a lot of free publicity, so it works well. facility and employs 24 people. The Plus, they have given me a lot of other shop is Mercedes-Benz, Audi and opportunities to be in car shows, cuBMW-certified and specializes on rate art shows and market my main working on luxury, high-end vehicles.

See Graffiti Mansion, Page 53

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Hey Toby!

Toby Chess is an I-CAR program instructor, Training specialist, and former salvage yard operator.

Toby is universally known in the collision industry for his work with charitable causes and advocacy for body shops and consumers. He can be reached at tcspeedster@gmail.com

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

Before reading this article, I need you to go to the following web site (https:// www.youtube.com/watch?v=b7SWC FQoMoA) and view the video.

Now that you have seen the video, my question to you is “what if a vehicle was involved in that accident and your shop repaired the vehicle, but failed to scan it and make sure that all of the ADAS were in operation?”

Who would be liable if this scenario wound up in litigation? You, of course. I know that scanning is the buzz word today, but is it something new?

The answer is “No.” At first there were few standards and each manufacturer had their own systems and signals. In 1988, the Society of Automotive Engineers (SAE) set a standard connector plug and set of diagnostic test signals. The EPA adapted most of their standards from the SAE on-board diagnostic programs and recommendations. OBD-II is an expanded set of standards and practices devel-

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

ESC is the process constantly

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

Figure 2

Figure 3

Figure 1

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

See Know the Terms, Page 40

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 37

Audi dealers strive to make you an Audi Genuine Parts fan

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Cycle time, higher quality replacement parts and customer satisfaction all contribute to your business’ profitability. Why risk using aftermarket parts substitutions?

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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

38 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

parts@audimelbourne.com www.audimelbourne.com

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

Audi North Orlando Orlando 407.643.2980 407.206.9565 Fax M-F 7am-6pm vswany@audinorthorlando.com www.parts.audinorthorlando.com

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Installing Audi Genuine Parts from an Audi dealer is priceless to your reputation and your customers peace of mind. Order Genuine Audi Parts from these select dealers: Audi Pembroke Pines

Georgia

Flow Audi

Virginia

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Audi Atlanta

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Audi Roanoke

notto@holmanauto.com www.audipp.com

Audi West Palm Beach West Palm Beach 561.615.4175 561.615.4179 Fax M-F 7:30am-6pm wholesaleparts@audiwpb.com www.parts.audiwpb.com

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

Atlanta 770.454.5951 678.547.0984 Fax M-F 7:30am-7pm; Sat 8am-4pm audi1parts@jimellis.com www.jimellisaudiparts.com

mmueller@flowauto.com www.flowauto.com

Roanoke 540.562.0168 540.562.4819 Fax M-F 7:30am-5:30pm; Sat 9am-1pm precision-parts@duncanauto.net www.audiroanoke.com

So. Carolina No. Carolina

Audi Columbia

Audi Virginia Beach

Audi Asheville

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

Virginia Beach 757.687.3488 757.687.3490 Fax M-F 8am-6pm

Asheville 828.232.4002 828.350.3560 Fax M-F 7:30am-5:30pm Sat 8am-4pm www.audiasheville.com

skirby@jimhudson.com www.audicolumbia.com

Audi Cary

Tennessee

Cary 877.204.5449 919.469.1431 Fax M-F 7:30am-6pm; Sat 8am-5pm

Audi Knoxville

parts@leithimports.com www.audicary.com

audi_parts@checkeredflag.com www.audivirginiabeach.com

Flow Audi Charlottesville 434.951.6160 434.293.5151 Fax M-F 7:30am-6pm; Sat 8am-1pm

Knoxville 800.382.2787 865.251.3227 Fax M-F 7:30am-5:30pm

spalmer@flowauto.com www.flowaudicharlottesville.com

brianmaillet@harperdealerships.com www.audiknoxville.com

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 39

Continued from Page 37

Know the Terms

Next question, which MIL tells you that ESC is not operating?

The answer is none of these lights and there are no MIL displays like this (Fig. 2). Most dash displays will look

Figure 7

Figure 4

like the next figure (Fig. 3).

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

By the year 2012, the Federal Gov-

Figure 8

Figure 5

ernment mandated that all cars, truck and SUV’s have Electronic Stability Control. Next Question—What component produces the signal for the ESC computer module?

Answer—The Steering Angle Sensor (SAS) (Fig. 5).

taken automatically. Question—when is the steering angle sensor calibrated.

Answer—every time you repair/replace/ R&I suspension components and in some cases, R&I a battery.

Question—How many vehicles have ESC/Steering Angle Sensors?

Hunter Engineering company states that Over 40 million vehicles on the road today require a reset/recali-

since all vehicles produced for USA consumption from 2012 on have been equipped with ESC. The procedure resets the steering angle to match the vehicle’s new thrust line after the alignment has been completed (Fig. 6).

The collision industry over the years dealt with 2 and 4 wheel alignments and number on insurance carriers said ‘if you did work to the front suspension, only a two wheel alignment is called for.’

Today’s vehicles that are involved in an accident and require a wheel alignment, only one type of wheel alignment should be performed and that is a COMPLETE 4 WHEEL ALIGNMENT. The alignment process starts with adjusting the rear wheels so that they are parallel to the center line of the vehicle (zero thrust angle). Next the front wheels are adjusted so that they are in the same parallel plane as the rear wheels. When that operation is completed, the steering angle is set according to the OE’s specifications (Fig. 7).

It should be noted that the rear wheels are the directional wheels.

Note that the rear wheels have a positive thrust angle and arrow points to See Know the Terms, Page 44

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

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

This number will continue to grow

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

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

After the economic implosion of another shop for some diagnostics or 2008, many body shops decided to an electrical repair is never a good add mechanical repair to their menus idea, not to mention what it can do to of services and quickly found out it your customers, cycle time or DRPs. In a world where specialwasn’t quite that easy. When the economy turned around a ization is king, Elite Elecfew years later, many of them tronics of Richardson, TX, fills a niche by providing the stopped offering these servfull gamut of mechanical reices because they realized pair services with a focus on that they needed to focus on fixing wrecked cars for body collision repair and not meshops and collision centers in chanical repair. They found Owner Don six states. The big four— out that it requires too many Smith began Elite ABRA, Service King, Gerresources, including equipElectronics with ber Collision and Caliber ment, tools, training and the his wife and one mechanic, and right people to be a real meCollision—all use the servchanical repairer. So they today, the company ices of Elite Electronics, with went back to doing what they employs 55 people 60% of their business comand serves more ing from MSOs, but they know, and most of them will than 200 also work with small indetell you that this was a smart customers pendents as well. move.

Elite Electronic’s mechanics can But if a body shop needs mechanical repairs on crashed vehicles in diagnose, repair, and correct vehicle their facility, what are their options? computer systems more quickly and Sending a vehicle down the street to affordably than body shops can, and

that’s why shops use their services on a regular basis. “We fix mechanical and electrical issues on wrecked cars every day, so we’re going to be faster on diagnostic processes than your aver-

look at things from a collision repairer’s perspective, he said. “If a body shop is trying to provide mechanical services to its customers, it’s difficult because it’s a completely different thought process.

You’re not repairing something that was damaged in a wreck; you’re fixing something that is just worn out or defective. We need techs who can think from the collision side so that they’re looking for the right things. We are able to fix not just electrical, but anything that is wreck-related or not.”

With a full fleet, Elite Electronics is able to respond quickly The story behind Elite when their customers call, which include MSOs such as Electronics began way back ABRA, Service King, Gerber Collision and Caliber Collision in 1996, when Smith was first age mechanic because we run into the exposed to the industry from the accessory-side, he explained. “I started same issues again and again,” Don out installing car stereos and car Smith, the company’s owner, said.

Smith trains his mechanics to get alarms and we had to be cognizant of out of the mechanical mindset and See Elite Electronics, Page 57

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Continued from Page 32

MARP

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

Q:

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

A:

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

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

2) Create innovative EMS diagnostic practices for complete and precise vehicle structure evaluation assessments.

3) Provide 3D real-time image modeling for EMS.

4) Provide robotic bench fixture capabilities.

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

6) Develop valid certification levels for technical advancement.

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

What is your background in the Q: industry?

I’ve worked in this industry for A: 43 years, specializing in structural automotive realignment. When I

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

was fortunate to have the same instructor for all four years—Ray Sweden.

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

way to my issued patent. I give credit to Lavell’s design in equipment for being awarded an issued patent for ‘system and method for repairing and re-aligning damaged vehicle body and frame structures’ in 2012. Thank you Lavell!

Lavell is now 90 years young and this year marks the 50th anniversary of Lavell taking the legendary frame machine to market in 1967. Chief acquired the patent for the EZLiner in 1972 and the rest is history.

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

MPLS Bee-line. I’ve been mastering this lost art ever since. Ray has been a great friend, inspiration and mentor throughout my 43-year career.

After working in the private sector for several years, I became self-employed in the mid-1980s. I operated a frame repair facility for a few years in my home state of Minnesota and then migrated to Phoenix, Arizona. There I met John Rang, a Celette distributor, who introduced me to the dedicated bench fixture repair system.

I was offered the opportunity to become a Continental frame equipment distributor-sales representative. This is when I gained a tremendous knowledge of using various frame machines, measuring devices, vehicle anchoring methods and bench repair systems. I took in dozens of used systems on trade, refurbished the machines, then utilized the various equipment in my repair facility, MFS, before reselling to the market.

How was Lavell Chisum instruQ: mental in the development of MARP?

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

industry?

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

provides continuous on-the-job diagnostic performance training with every repair.

MARP can be adopted throughout the collision repair industry as well as by vehicle manufacturers, insurance companies, and training facilities including technical colleges and vocational institutes. In addition, re-

42 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

How would it make a differin the industry?

Q: ence The repair industry needs accuA: rate diagnostic structural realignment evaluation assessments on

the complete repair. MARP will allow collision repair center and insurance company personnel to obtain accurate evaluation assessments on structural repair. They will have remote viewing of customized step-by-step diagnostic realignment directions for efficiently repairing all types of vehicle structural damage.

For more information, contact Greg Marion at 651-583-4984, marion recon@hotmail.com, or LinkedIn: https://www.linkedin.com/in/grmarion/.

Details are also available on https:// www.youtube.com/watch?v=jYkh2T BBvmk.

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Once Chief acquired ContinenA: tal’s universal measuring system (UMS) and data center in the early 1990s,

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

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

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Continued from Page 40

Know the Terms

the right (car will move to the right and if everything else is in specs).

The front wheels steer the vehicle. Why is this important? Many of the Advanced Driver Assistance Systems (ADAS) systems work from a zero thrust angle on the rear suspension. Look at the graphics from

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

lision repair.

You are removing a door trim panel for paint access (Fig. 9).

Question: Do you think it will be necessary to perform a scan? The answer is ‘yes.’ Take a look at what Fiat-Chrysler Corp. has to say about scanning:

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

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

necessary before and after collision repair.”

“Furthmore, voltage loss, collisions, significant vehicle disassembly, interior trim repair or removal, and

Figure 9

Hunter Engineering Company not having a zero thrust line will cause the vehicles radar to read different than it is supposed to (Fig. 8).

So next time an adjuster wants only a two alignment, and you comply, you could put your customer in a very compromising situation where they are not aware of the risks. You are the professional. Do not put your customer’s safety in jeopardy because an Continued from Page 24

Equipment

some type of training whether it is onsite or conducted at a training facility.

“I’ve seen cases where that is included in the equipment purchase or where it is an additional fee,” said Bradshaw.

“The purchase of the equipment is not going to enable a shop on its own to repair vehicles properly,” said Bradshaw. “I think a lot of times certain shops look at that as a solution to a problem when it’s only part of the solution.”

“Training is key,” said Gruskos.

“Safety is a priority and if somebody is not trained in the proper, safe use of a tool, it can lead to either a bad repair or an injury.” He said that a shop can never train enough.

What are some other considerations?

“Sometimes when you buy a piece of equipment, many shops don’t realize that you have to buy accessories in order for it to work correctly,” said Yeung. He said that’s when research really pays off. “It gives you an over-

Figure 10

Warning, and Adaptive Headlamps to name a few. Again, all these systems are tied into the ECS/SAS. Let’s shift gears and take a look at the scanning process as it relates to colall idea of what you really need to use that equipment to its full extent,” he said.

Bradshaw said there may be additional hardware or software that needs to be purchased separately. “As a shop, you have to ask those questions. All of those costs have to be factored in,” said Bradshaw. “With most of the equipment, you are going to find that. Hardly any equipment has coverage for every vehicle on the road.”

Shops often have the expectation that they can repair any car with a certain piece of equipment. “You’re not going to get complete coverage,” he said. “That’s why it’s important to do the research and figure out what you are working on and try to tailor it to that.”

Safety and environmental concerns are also important factors in the decision-making process. “Shops should be very conscious of practicing the safe use of their tools and equipment,” said Gruskos. He said they should be aware of the equipment’s impact on the environment whether that is in terms of cleanliness or from a pollution standpoint.

See Equipment, Page 56

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glass removal and replacement operations could trigger DTCs prior to or during collision repairs, which could result in improper vehicle performance.”

These two paragraphs were taken from the Fiat-Chrysler web site. Next,

Figure 11. 4-door

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

confirm if the component is reconnected properly and functioning.

Damage that requires body parts replacement will always require a postrepair diagnostic scan.”

Remember, mirror switches, window switches, power door locks, fuel

door switch, and trunk switch can be attached to a door trim panel and they are connected to a computer module that uses electrical current to operate.

The charts here show the possible diagnostic trouble codes (DTCs)

that can set for power window. Systems and DTCs vary by model, year and trim level; but this has been true for the past 10-12 years (Fig. 10).

Any of these items could set of DTM code. If you do not think this is nuts, look at the next flow chart from Honda (Fig. 11).

The chart here shows the Inputs and Outputs of the power window master switch, which is an electronic control unit (ECU) “computer” with inputs, processing, and outputs. Any on the 15 trouble codes can be triggered by just R&I of a trim panel and look what it takes to diagnose the problem.

Here is another example of a DTM code being set off which may seem crazy.

This is a photo of my 2012 Ford Pickup (Fig. 12). I was loaned an Air Pro Diagnostic Remote Scan Tool for this article (more about the tool later on in the article.) I hooked it up with the help of a Repair Shop Owner. The first thing he did was set up device that would maintain a constant voltage (more on this later also) during the scan. After a couple of minutes, I received by email the following printout on the scan (Figures 13a, 13b).

The technician on the other end

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

Figure 12

triggered a code. This code did not affect the radio operation. The tech then proceeded to clear the code.

There are a number of ways that a shop can perform a pre- or health scan and a post repair scan.

You can purchase an aftermarket scan tool. They vary in price from inexpensive to expensive. Usually the

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higher the price, the greater the capabilities of the units.

Cons, the programs may not work on current year vehicles, programs have

/wp-content/uploads/ 2016/12/DRAFTScan-Tool-Overview-12-19-16.pdf).

Let’s take a look at how a remote diagnostic unit works. I am going to do

Figure 13b

the OB2 port (Fig. 14).

The prompts on the lap were followed. A report was sent to the shop after the scan was completed (Figures

15a, 15b).

Two fault codes were triggered by the blind spot system. The technician See Know the Terms, Page 48

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Figure 13a

to be continually updated, and may not have OEM proprietary information.

Another way to have a mobile service come to your shop for each scan or sublet the work to a automobile service shop or OEM dealer. You know the pros and cons of both. Finally, there are remote diagnostic services that use the internet.

AsTech and Air Pro are companies that either supply an interface unit (AsTech) or a laptop (Air Pro) that connects to the internet or with a remote location where a technician can read the codes.

To get a better understanding about the pros and cons, go to the following CIC web site (http://www.ciclink.com

a pre scan on a 2017 Toyota Camry that had damage to the rear bumper and lower portion of the right rear quarter panel.

Figure 14

The technician from Marina Autobody hooked up his Air Pro Unit to

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Continued from Page 46

Know the Terms

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

It should be noted that Toyota in CRIB # 177 (Go to here for the CRIB: http://crrtraining.com/CRR2/ assets/pdfs/CRIB177-SRS-Occupant-

Any of the following conditions could set a DTC, illuminate the SRS MIL, or cause the PASSENGER AIRBAG light to indicate incorrectly, regardless of occupancy: • The OCS Electronic Control Unit (ECU) is replaced • Accessories such as a seatback tray are installed on the passenger seat • The passenger seat is removed and replaced or reinstalled • The vehicle is involved in an ac-

Figure 16a

Figure 17

Figure 15a

Figure 16b

Classification-System-Initialization .pdf) states the following:

cident or collision.

In other words, a calibration of the OCS system needs to be performed (Fig. 17). The Air Pro technician also performed this operation when the technician performed the next scan (Figures 18a, 18b). Also the codes for the blind

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With the codes clear, the vehicle was ready for its final Q/C and detail

for delivery.

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

Figure 18b

stallment will look at windshields (some OEs stated that aftermarket windshields will affect the function of ADAS), the difference between scanning, initializa-

Figure 18a

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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.

Flashback: Panel Calls for End of ‘Funny Time’ – Two Decades Ago 20 years ago in the collision repair industry (May 1997) The “Write It Right Committee” of the Collision Industry Conference (CIC) has announced its preliminary recommendations for eliminating “cost-shifting” in the current claims settlement process.

During the committee’s report in Chicago, California shop owner Al Estorga said “cost-shifting” occurs during the process of writing or negotiating a damage report or final bill for repairs when all or some of the cost of one line item is transferred to another.

“This may involve adding unnecessary procedures or exaggerating labor times or costs in one area to offset costs not included elsewhere in the damage appraisal or final bill,” Estorga said. “It may also involve using a less expensive part than one listed on the appraisal or final bill (or repairing a part that is listed as replaced) in order to cover labor times or costs or parts not included elsewhere in the appraisal or final bill.”

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

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

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

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

“What we’re talking about is doing away with ‘funny time,’” California shop owner Tom Holmes said. He said that estimating database providers have already determined that because of breaks, inherent inefficiencies and other factors, a typical employee is productive for about 45-50 minutes per hour.

“What we’re saying is that if it takes 45 minutes to straighten a dent, you charge an hour,” Holmes said.

While a number of CIC participants questioned insurance company willingness to participate in the recommended changes, committee members said insurers on the committee have supported or even suggested the proposals, including the resolution board.

“They’re sick of arguing about the same things again and again and again,” Holmes said.

“They were the strongest supporters of the recommendations that we have put here before you,” Estorga agreed.

– As reported in Autobody News.

California shop owner Gigi Walker (left) speaks with other attendees of the very first Women’s Industry Network (WIN), held in Phoenix in 2007

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

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

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

50 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

the wife of the elderly man who had just driven away.

“I think your husband has left you behind,” Arndt said the technician told the woman.

“Yes, he’s getting awfully forgetful,” the woman replied.

The technician drove the woman home to her husband, who apparently still hadn’t noticed that his wife was missing.

– As reported in Hammer & Dolly.

10 years ago in the collision repair industry (June 2007) What do 100 women who are involved in the collision repair industry talk about when they gather for a conference of their own?

The technician shortage. Leadership skills. Customer service. Industry trends.

In other words, much of the same subjects discussed at other industry gatherings, just often from a slightly

different perspective.

“It’s long overdue that the women in this industry had a professional forum to get together to develop ideas, build camaraderie, get to know one another and walk away with a new sense of confidence and awareness that they’re not ‘the only one,’” said Gigi Walker, a California shop owner and secretary of the Women’s Industry Network (WIN), which recently held its first conference.

The two-day event held in Phoenix drew about 115 attendees, including women involved in virtually every segment of the industry: shop owners and managers, technicians and vocational students, insurance company and vendor representatives. Organizers say the goal of WIN and the annual conference is not to compete with other industry groups and events but to offer something women in the industry have perhaps not always found at those other See Funny Time, Page 53

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Tips for Busy Body Shops

Stacey Phillips is a freelance writer and editor for the automotive industry.

She has 20 years of experience writing for a variety of publications.

She can be reached at sphillips.autobodynews@gmail.com.

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

10 ways to improve your customers’

waiting experience: Comfortable seating: It’s time to replace those generic folding chairs with comfortable couches or other seating.

Your customers will enjoy the relaxing environment and you may even find they take a quick snooze.

Reading materials: An assortment of magazines will occupy customers while they wait for their vehicles. Try to choose those that appeal to both women and men, whether they are focused on lifestyle, family or business topics. You can include industry publications relevant to your business such as Autobody News! If you have brochures or flyers with information about your shop, don’t forget to have it on display as well.

Beverages: Asking customers if they would like a complimentary cup of coffee, tea or a bottled water is a great way to greet customers. Having an assortment of soda, juice or other drinks such as iced tea during the

Continued from Page 30

Continued from Page 27

performance review should hold no surprises.

When coaching, managers should set high standards for themselves and others. They should be present, get involved and pay attention without being sneaky, and they should also discuss and redirect poor performance. Before coaching an associate, managers must ask if there’s a difference between the standard and actual performance, whether the standard is realistic for the situation, if the employee knows and understands the standard, including why and how it’s measured, whether there are hindrances beyond the employee’s control, and if the employee has received feedback on the subject before.

It’s also imperative that leaders reinforce good behavior by describing the specific actions being praised, explaining the results of those actions and stating their appreciation. Additional keys to success include using customer feedback as a positive coaching tool and creating a culture that promotes honest, integrity and consistency.

on a consistent basis, regardless of what the insurance company says, ensuring rates are appropriate and reasonably profitable. Send notices about rates by certified mail on an annual basis—it’s a matter of conditioning the insurers just like they conditioned the collision repair industry.”

When an insurance company refuses to pay for a process, shops should use a standardized document requesting that they identify the part of the policy that indicates coverage doesn’t include that item and the consumer has to pay out of pocket. Eversman stresses, “They are obligated to pay what’s in the policy, and if they neglect to identify what they won’t pay for, they are stuck.”

by Stacey Phillips

You’ve filled your collision center with the latest in equipment and technology, trained your techs and ensured your shop is up-to-date with safety guidelines. What else can you do to establish a reputation for having a professional facility? There’s one component many shops often overlook—the customer waiting room.

When clients enter your collision center, whether it’s to drop off or pick up a vehicle or wait for an estimate, help them feel welcome with a designated waiting room. Rather than having customers stand in the corner of the shop or outside, an inviting waiting area shows how much you appreciate their business and want to ensure they are comfortable.

Not only does it enhance their overall experience but it also demonstrates that your shop goes the extra mile.

Customer Care

Erica Eversman

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summertime when it’s warm outside is also a great addition.

Snacks: Even if your budget is tight, it isn’t too costly to offer granola bars, fruit or nuts, popcorn and salty snacks for customers to snack on.

Have some fun and add candy or even a gumball machine. You’ll probably find that it’s not just the kids who will enjoy it.

Play area or toys: Parents often bring their children to the collision center.

When they do, having something to occupy their young ones while they wait will definitely be appreciated.

Think about providing coloring books and crayons, books, games and even an XBox or PlayStation.

Television: Nobody likes to wait for appointments, so having a flat screen television available helps pass the time for customers and takes their mind off the recent collision they may have just had. They’ll appreciate the opportunity to get caught up on the

news or watch a favorite game show or talk show.

Wi-Fi: Most people now expect to have access to free Wi-Fi while they wait for appointments. Ask your Internet provider to provide a guest password so your internal network is protected. This will allow your customers to catch up on emails, check social media or watch You Tube videos. Not only does it help pass the time, but it can also give the illusion of your business being faster and more efficient.

Business center: If you have the extra space, consider adding a desk with a printer, and computer with Internet access for those coming in during the day and wanting to catch up on a few work-related tasks. It’s also a great place for clients to charge their devices.

A view of the shop: Depending on the layout of your facility, adding a few See Customer Waiting Room, Page 61

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Continued from Page 60

Funny Time

venues.

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

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

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

– As reported in Parts & People. WIN

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

5 years ago in the collision repair industry (June 2012) The Society of Collision Repair Specialists (SCRS) held a meeting in recent weeks with I-CAR and representatives of many of the top automakers to discuss increasing the amount and availability of published OEM repair procedures. The meeting was the result of a joint statement by SCRS and other trade associations last November citing published automaker repair procedures as the “official industry-recognized repair standards for collision repair.” The associations also asked I-CAR to create an industry council “to identify gaps in existing OEM procedures and develop processes to close (those) gaps.”

Explaining the need for that effort, SCRS Executive Director Aaron Schulenburg cited an example of a sectioning procedure in an estimating system that the system provider defended by saying it wasn’t a procedure

that was expressly prohibited by the automaker.

“The OEM had a procedure,” Schulenburg said. “The OEM said, ‘Put (the sectioning) here.’ Should they also have to say, ‘Don’t put it here, here, here or here?’”

Schulenburg pointed out that ICAR no longer recognizes some more generalized sectioning procedures that previously were considered industryaccepted because vehicle makes and models have become so different and specific in terms of what the automakers recommend.

“That’s why we need to define that the OEM recommended procedure is our standard of repair, and we need to work collectively with the OEMs to fill in those gaps (where procedures have not been published),” Schulenburg said.

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

Continued from Page 36

Graffiti Mansion

business through all of these other avenues.”

Does LaPadula consider fixing crashed cars a form of art? “Absolutely,” he said. “Collision repair is under appreciated. We get these cars with airbags blown and wires everywhere and now we have to put them back together, guaranteeing their safety and a quality repair. And then after we’ve done all of our work, they just get back in the car and take it for granted. I joke with my artist friends that the only difference between the two of us is I get paid for my work.

My people are artists, no doubt, and I tell them that all the time.”

LaPadula’s graffiti art mansion is not currently open to the public, but so many people were impressed by his creation that they want to partner on this project with him in some form or another. So stay tuned.

www.autobodynews.com

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 53

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.

Twenty-Six-Year-Old Lead Painter at Ohio MSO Says to Try New Things and Never Settle with Stacey Phillips

Based in Ohio, Nagy’s Collision Centers is an award-winning family-owned collision repair facility. In addition to their 10 locations, the company also owns Nagy’s Power Sports, a recreational vehicle service and repair company, and ProTouch Automotive Detailing, which provides full detailing as well as recon, bedliners, undercoating and rustproofing services. Autobody News spoke to Dan Nagy, owner and vice-president of

painted published in Diesel World magazine—one as a centerfold and the other (which debuted at SEMA 2015) on the cover. I have also had my personal custom-painted car in Wizard Products catalog this year.

Congratulations on your accomQ: plishments to date. Do you have a specialty when it comes to painting?

Jordan: I love custom painting metal flake, chameleon and Kandy colors. I don’t think there is just one thing I enjoy most about painting since there is so much satisfaction that comes with taking something that is completely trashed and turning it into something beautiful again.

The people you meet in Ron Nagy, Owner & President Nagy’s Collision Centers this industry/ community are the MSO, as well as Jordan Wincek, by far my favorite. I have met some of the lead painter at the company’s Akron the nicest people from Tony Larimer location. at SATA to Kristen Felder with Collision Hub to Tim Briggs at Collision Jordan, can you tell us how Edge. It is very humbling to see how a long you have been a painter at lot of hard work and dedication, Nagy’s and your background in the in- (along with my arsenal of SATA spray dustry? guns), have helped me accomplish what I have in a few short years.

Jordan: I am 26 years old and started working at Nagy’s Wooster location in What is your advice to other November 2013 as a painter’s helper painters? shortly after graduating from WyoTech.

Later, I transferred to Nagy’s Green loJordan: Don’t stop learning! Always be a sponge and absorb all the inforcation in Akron. At WyoTech, I studied mation you can. Stay up-to-date with collision, refinishing, street rod and custom fabrication. As an Eagle Tech, I techniques and products. Try new things and ALWAYS do a spray out graduated with a 4.0 GPA. After workcard. Have fun, enjoy what you do and ing with Nagy’s for about a year, the don’t be too hard on yourself. Never lead painter took me under his wing and stop trying and never settle. worked with me constantly.

I transferred to Nagy’s Green loDan, as one of the owners of cation in September 2016, where I beNagy’s and vice-president of came the lead painter. In that short the company, can you tell us the backtime, I have had two trucks that I

Q:

Q:

Q:

ground of Nagy’s and your 11 locations?

Dan: My father, Dave, began his career path as a tool and die maker. With a love of automobiles, he opened Nagy’s Body & Frame in Doylestown in 1973. After three additions and many updates over the years, this location remains the largest facility in the Nagy’s Collision Centers family.

My brother, Ron, and I both worked at the family business as tech-

Jordan Wincek, the lead painter at Nagy’s Green location in Akron, Ohio

nicians for more than 15 years. We eventually purchased the business from our father in 1995. In 2005, we identified a need in the Wooster area for a collision repair facility and purchased a 6,000-square-foot building.

After remodeling it, we officially opened in September of that year.

Two years later, Kirk Spurgeon of Spurgeon Chevrolet approached us about establishing a shop under the Nagy’s name and we held our grand opening in 2008. Since then, we’ve opened an additional seven locations.

you tell us what it is like Q: toCanoperate multiple locations?

Polyvance Supports Caliber Collision’s “Changing Lanes” Initiative

Polyvance announces its support of Caliber Collision’s “Changing Lanes” initiative. Changing Lanes is a free 18-week career skills program for military service members transitioning into an auto body industry career.

Polyvance will be supplying six of its 6085-C Nitro Fuzer nitrogen plastic welders to Caliber’s Killeen, Texas training center. Caliber recognizes plastic repair as a gateway for new technicians to gain skills in the industry.

54 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

Graduates of the Changing Lanes program will be offered job placement opportunities with Caliber. For more information about the Changing Lanes program, visit the Community Involvement link at www.calibercollision.com.

Dan: There are many benefits, including load leveling vehicles due to scheduling, the type of vehicle and the type of repair. There are also larger repair opportunities and access to an operations team that handles our marketing, human resources and financing. Although there are challenges, we look at them as opportunities. The opportunity we work on most is uniformity at our 10 locations: in Akron, Ashland, Doylestown, Hartville, Holmesville, Orrville, two in Wadsworth and two in Wooster.

What sets Nagy’s apart from Q: other collision shops in the industry?

Dan: We thrive on being customer “servants.” All businesses claim to have customer service; we strive at serving them. We also thrive on training. We focus on more than I-CAR and “Lunch and Learns.” We take the management level up a notch by having our own leadership training and hosting our own “Leadership Symposium” attended by over 100 local business owners and managers.

We recognize the importance of giving back to the community and support a variety of organizations such as the American Heart Association, the Breast Cancer Research Foundation, Girl Scouts and Down Syndrome. Not only does this bring our employees together but it gives back to the communities where we operate.

It is very exciting to be in this industry with so many changes happening so quickly. We take pride in responding to our customers and industry demands by constantly upgrading our equipment, education and training. With a total of 118 employees at our 10 locations, there is no other team I would rather be on than the Nagy’s team.

Polyvance, a plastic repair innovator since 1981, was the first to commercialize nitrogen plastic welding in 2006 and is the only company to offer I-CAR® Industry Training Alliance® hands-on courses in nitrogen plastic welding.

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www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 55

Body Shop Helps Convicted Felons Go in Right Direction

by Mark Becker, WSOCTV

Every time the door opens to the Southside Rides garage on Freedom Drive in west Charlotte, NC, it’s opening the door to new lives.

“I was locked up for a gun charge,” said Albert Martin, who grew up near the shop.

When he was in the Mecklenburg County Jail, Martin met Dave Moore, who was teaching a course on auto body and detailing work.

“I like to go inside the jails and the prisons, because I have the guys’ full attention,” Moore said.

Moore tells the inmates that he has been in their shoes. Moore owned body shops in Charlotte and WinstonSalem before he went to prison for selling drugs. Now he has turned his old career into a new calling, and he’s going back to the cities where he had

his roots. Several years ago, Moore opened his first Southside Rides in Winston-Salem, hiring graduates from his jail and prison programs.

Many of his students and former employees have gone on to jobs in car dealerships and other body shops.

Now, he’s bringing that same model to Charlotte.

“I want to help, I want to be there where I can be that father figure,” Moore said. “It’s a step along the way for me,” said Sigmond Williams, a former inmate who is working at the body shop but hopes to go into peer counseling.

He said what they are doing on Freedom Drive could give help to many others.

“Maybe it’s a blueprint. There are a bunch of kids out there who need help, you know?” Williams said.

Moore is still waiting for some permits and could always use more funding to get his shop on Freedom Drive up and fully running. Now, they mostly detail vehicles.

“Yeah it’ll work,” Moore said.

“We’re on Hope Street in Winston and on Freedom here in Charlotte. That means something.”

We thank WSOCTV.com for reprint permission.

Continued from Page 3

AAAS Scholarships

had a profound impact on the association and the industry as a whole.

The Mike Morgan Memorial Scholarships were granted to Charles Rumor and Patrick Rumor of Southern Armature, while Auto Electric and Carburetor’s Olivia Kampwerth and Avery Kampwerth received Gertrude Ellis Memorial Scholarships. The Stan Waits Memorial Scholarship honorees for 2017 are Justin Lee and Jesus Morales of Associate Jobbers Warehouse. Recipients of the Al Hines Memorial Scholarship are Tanner Thompson, Luke Liles and Joshua Liles of Connie Liles Auto Parts, and the Dick Bell Memorial Scholarships were awarded to Kathleen Bell and Emmalee Richards of Auto Supply Company.

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Equipment

Yeung said to make sure all safety issues are taken care of before new equipment is implemented in the shop. For example, when you purchase a welder, you need to buy welding helmets, jackets and gloves.

“Sometimes when you are buying something, there is a whole other aspect you need to complete the project,” said Yeung.

“By doing research and purchasing proper equipment, it will ensure a proper repair in an efficient and timely manner,” said Gruskos.

Your leading source for SOUTHEASTERN Collision Repair News! southeastern.autobodynews.com

In order to enhance and expand the capabilities of AAAS members and their employees, AAASEF has also reserved scholarship funds for association members and their employees who wish to further their education or enhance their skills at trade schools, junior college, OEMsponsored clinics, etc. AAASEF Chairman Clyde Darville is grateful to the association members and industry contributors whose efforts have made this program possible.

AAAS, as well as several other state and national associations, collaborates with the Global Automotive Aftermarket Symposium (GAAS) Scholarship Committee, which allows students to complete a single online application at www.automotivescholarships .com/AAAS to be eligible for the AAASEF and GAAS scholarships as well as other industry awards.

ltedesco@autobodynews.com

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56 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

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Continued from Page 41

Elite Electronics

the airbag systems while doing so. At one point, we had to replace an airbag that deployed, and that got me interested in airbags. So a friend told me about a place called Friendly Electronics in Dallas, where I worked and learned the airbag side of it.”

In 2005, while in the military parttime and going to school full-time pursuing a business degree, Smith saw an opportunity and seized it. “We were able to scrounge some money together and start Elite Electronics,” he said.

“We saw some other companies trying to what we wanted to do and not really doing it successfully, so we put $40,000 together and went for it.”

In November of 2006, Elite Electronics opened its doors, and the company hasn’t stopped growing since.

“Day one, we already had our first mechanic with my wife helping us out with things like bookkeeping and accounting, so it was definitely a lean operation.”

Today, Elite Electronics employs 55 people and serves more than 200 customers in Oklahoma, Tennessee,

Delegating anything can be difficult for some body shop owners and managers who feel like they can do it all, but in the end, they realize mechanical repair is a different beast altogether.

“Occasionally, a body shop owner will tell us that they do all of their mechanical in-house and they don’t need our services,” Smith said. “But the reality is that every collision repairer is using one of the services we offer.

Whether they’re towing the vehicle to a local dealership to get an airbag light cleared or the mechanic goes on vacation and they have to hire someone else to do it, every body shop needs our services in one form or another. I haven’t found a situation where we’re not more cost-effective and timely than their current solution.”

Body Shop Director James Kerby at Reliable Chevrolet in Richardson, TX runs a busy Elite Electronics fills a niche by providing the full gamut of operation, fixing roughly 400 mechanical repair services with a focus on fixing wrecked cars every month. So, when he cars for body shops and collision centers in six states needs some mechanical or work in a timely fashion to where they electrical work done fast, he does not aren’t waiting on it and can make their hesitate to call Elite Electronics. “They projections and keep their cycle time make the entire process easier, because where it needs to be.” they know what they’re doing,” Kerby Georgia, Pennsylvania, North Carolina and Texas with plans to open up in four additional territories later this year.

“The majority of what we do for body shops is what we call general repair,” Smith said. “They don’t have a mechanic and they need someone to come in and replace a knuckle, pull the engine, replace a sub-frame or an engine cradle—things like that. We work with their agreed-upon rate with their DRP program to where they can still make money, and we also do the

said. “They come here so we don’t have to do anything. They do a mechanical inspection and give us a list of what needs to be fixed or replaced and then we communicate it with the insurance company and we get the approval. It helps us tremendously because when we catch things earlier, we can get the parts here faster and get the job done on time.”

Jorge Hormaza is a parts director for Service King who oversees the central and southeast regions of the country for this large MSO. With 100 parts managers answering to him, Hormaza wants to hire a company like Elite Electronics that is willing to do what it takes to get the job done. “They figure it out and that’s important,” he said. “Elite is one of our preferred vendors and we use them a lot. Before, we had to move cars just to get a light cleared and now they come to us. This allows us to focus more on fixing the cars rather than letting some mechanical problems slow us down, which is a major benefit for us at Service King.”

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National Associations

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

WIN’s Extraordinary 2017 Educational Conference with Chasidy Rae Sisk

The ladies and gentlemen of the someone who is open and welcoming, the blinders off, and notice what’s actuand adaptability recreated the game to Women’s Industry Network (WIN®) while someone who shakes with their ally going on. People lie all the time, but allow for it to be played in the hotel.

Rae palm Siskfacing the floor or squeezes too the body can’t lie because lies took Denver by with storm Chasidy on May 8-10 After the evening’s Welcome during the association’s 2017 Educatightly is unconsciously revealing a need aren’t connected to emotion Reception, Dennis Watkins tional Conference, “Be Exto be in control. A limp handso, by trying to fabricate an apof the Chicago Magic Comtraordinary with Balance, shake generally indicates a propriate emotion response, pany entertained WINners Purpose and Results,” held at person with no backbone, with the liar ignores their body lanwith uncanny feats during the Westin Downtown Denexceptions being those with guage.”

“Magical Thinking: Find the ver. This year’s conference health conditions such as The last speaker on Extraordinary by Imagining attracted the most attendees arthritis; Brown also pointed Monday was Kevin Wolfe of the Impossible.” with Ed Attanasio WIN Chair of any WIN conference toout that Asian culture considLeadersWay, Inc who disTuesday morning comPetra Schroeder welcomes date with 205 collision repair Conference emcee ers a firm handshake to be cussed the “Path of Choice.” menced with WIN’s Annual attendees to industry professionals gathrude.

Defining adamantine as solid Scholarship Walk at 7AM Susanna Gotsch WIN’s 2017 helped facilitate ered to learn from, network Although it’s genand unchanging, which began with raffle prizes Educational the introduction with and celebrate each other. erally believed that Wolfe informed atand stretching before a sea of Conference of each speaker Event emcees Susanna crossed arms inditendees, “You can’t blue and gold flooded the 16th withHart Ed called Attanasio Gotsch and Cheryl the cate someone who’s closed move people who know Street Mall, boasting a record 115 walkconference to order, going over the off, it typically means that the what they want, who have a ers who raised nearly $3000, another agenda, addressing housekeeping individual is comparing what definitive purpose in life.” record. The Scholarship Walk was items, and reading Antitrust guidelines you’re presenting to what Insisting that the news sponsored by BASF, Fix Auto, Safebefore introducing WIN Chair Petra they know and it’s different, makes it apparent that humanlite Solutions, OEM Collision Repair Cheryl Hart Schroeder who welcomed attendees but they will become closed if ity needs to be saved, he exRoundtable and Valspar Automotive. was one of the and recognized WIN’s founders, chairs, you don’t force them to open plained the number of things After Gotsch and Hart welcomed conference emcees with Ed Attanasio champions, scholarship winners and six up. Brown suggested handing and kept attendees that constantly need to be done attendees to the second day of WIN’s laughing at her male attendees. She also noted that them something to persuade creates overcapacity which 2017 Educational Conference, they antics WIN’s two strategic goals are to build physical openness which leads causes the mind to race and inrecognized the sponsors who made the the WIN network and to enhance the to cognitive openness. hibits sleep which is incredibly association’s organizational capacity to People showing their palms is an detrimental to physical, emosupport that network. indication that they’re telling tional and mental health. “Your Next, Schroeder withhonored Thomas Franklin their truth, which isn’t neces- freedom to take your life back WIN’s departing board memsarily THE truth. Tented finor to create the life you choose bers Denise Caspersen, Sugers indicate ultimate comes from the freedom to sanna Gotsch, Terri Neely confidence, and this very make your own decisions. It’s and Amy Nuttall. Emphasizpowerful gesture can create important to recognize the seping the value of collaboration self-confidence when the poaration between yourself and in WIN, Schroeder stated, “I sition is held. Brown menyour thoughts. Gaining freeBody language can do things youwith cannot,Ed andAttanasio dom is about separating yourexpert Traci Brown tioned that the acceptable you can do things I cannot, taught attendees to amount of eye contact during self from your thoughts,” Wolfe WIN’s 2017 Scholarship Walk set new records with 105 walkers and $3000 raised “pay attention or but together, we can accoma conversation is 60%; less stated. pay with pain.” plish great things.” causes people to doubt your Wolfe continued, “It’s not that event possible, starting with Platinum The first presenter at the conference attention, while more comes across as your mind controls you—you just Sponsor AkzoNobel and Gold Sponwas Body Language Expert Traci crazy. She urged, “Take control of your don’t know how to control your mind. sors Axalta, BASF, Enterprise and Brown who covered “Unspoken Keys with Chasidy Rae neurology Sisk through your physiology.” In every situation, choices are made; PPG, in addition to many other sponto Success,” and she began by stating, Brown also taught that a either you make them, or they sors at various levels.

“You’ll need to pay attention convincing tone is are made for you.”

Next, Chuck Gallagher of Ethics in order to understand body often linked to deCommunications ComResource Group presented “Positive language. Pay attention, or pay ception, and rolling mittee Co-Chair Jessica Rob Choices for Business Ethics,” explainwith pain.” one’s lips back is a shared the group’s 2016 key ing the relationship between choices By playing a gameshow sign that something accomplishments: releasing and consequences and how easy it can to test attendees’ with understanding 23 press releases and increasbe to make an unethical decision when Thomas Franklin is being hidden. Deof body language, Brown termining whether ing social media followers by it’s socially acceptable. shared a lot of information someone is lying be- Depicted providing 29%.

Technology Committee Co-Chairs an update from the Kevin Wolfe about how to read certain gesgins by determining An outdoor scavenger hunt Jaclyn Byers and Jenny Anderson Communications emphasized, “In tures. One can garner a lot of a baseline (what is was scheduled as an interacupdated WIN members on their curCommittee, every situation, Jessica Rob cues from a simple hand- choices are made; normal for that pertive way for association memrent focus which is designing a new received WIN’s either you make shake—an even shake indison) and then noticbers to learn about Denver, but platform and website to highlight the them, or they are cates a desire to meet on equal ing major changes in 2017 Cornerstone when the hail made that plan who, where and why of WIN. Next, with Ed Attanasio Award made for you.” terms, and palm up indicates their behavior. “Take undesirable, a little creativity See Educational Conference, Page 60

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Energy,” Kelly Stalcup’s “The Importance of OEM Certification,” and Educational Conference “Why Is It Important to Attract, Hire and Retain Women Employees?” preMichelle Sullivan recognized 2017 sented by Jody DeVere (full coverage MIW Honoree Cristina Fronzaglia- on page #).

Murray who was unable to stay for In “Managing Our Energy: Unthe evening’s festivities. leash the Power of Positive Energy,” After a networking break, Sullivan K&N’s HR and Brand Director Allyson and Amy Nuttall, Co-Chairs of the Young addressed how to manage enMembership Committee, announced ergy in order to always bring the best at that WIN ended 2016 with 508 memwork and in one’s personal life. It bebers, the highest count yet, and the orgins with focusing on managers to drive ganization also hosted two educational energy because “your frontline team webinars last year. Schroeder followed members’ energy will never surpass the with a Governance Commitenergy of their manager.” tee Update.

Defined as a level of intenBefore lunch, Jody Desity or emotion, or a vibe genVere, CEO of AskPatty.com, erated by others, energy is the danced up on stage to enerthings one thinks, says or getic music to present “On Bedoes, and it is highly contacoming Extraordinary,” using gious, whether it’s positive or many anecdotes from her life negative. According to Young, Jody DeVere to motivate her audience to as“Having high energy is nonencouraged pire to be their best selves. negotiable. Positive energy conference attendees to “The things you did as a child drives success - vision fuels become their are your innate abilities,” she passion which creates drive. best selves taught. “It’s really important Managing your energy reto know what you’re good at, but the quires creating habits and can take hard gifts you’re born with need to be dework.” veloped throughout your life. You may Young described four steps to have leadership qualities that just need managing energy. First, you ooze out to be honed. You must identify and dewhat you put in, so it’s imperative to velop your strengths which begins by take care of your emotional, physical learning to fear less.” and spiritual energies as well as foDeVere emphasized the importance cusing on healthy relationships. Invest for each person to have things that moin yourself by eating well, releasing tivate and drive them in life. “Fear holds anger, doing something for yourself, people back, but so does not paying atand avoiding toxic relationships. tention to an opportunity that’s right in Second is choosing your attitude. front of your face. Fear is your worst “Every day, you have a choice to be enemy in life and must be conquered. positive or negative. Life is 10% what When you feel afraid, it’s exhappens to you and 90% how actly the same physiological you react. No one can control response as when you’re exyour attitude, but you have cited. Tell yourself you’re the ability to affect others just excited, instead of giving each day. Change your inner weight to your fear, and you voice by working on the prescan do it!” ent instead of dwelling on the Worry is another bad habit past. Identify the cause and Allyson Young and time waster, and people aleffect of problems, ask more lectured on ways project the worst case questions rather than sharing “Managing scenario when worrying about opinions, and focus on thinkOur Energy.” the future. Worry can diminish ing instead of reacting emoperformance, but staying focused on the tionally,” Young suggested. “Being in here and now generates time and energy. the present determines your future. The DeVere recommends allowing yourself past doesn’t have to dictate the future to worry two days each month, using the unless you let it.” other days to focus on solving the probThe third step is being present, lem. “There is no try; there’s only do!” listening and interacting attentively DeVere concluded. and respectfully. The final step is to After lunch, conference attendees strive to add value to others’ lives were assigned to two of three break- which can be as simple as sharing a out sessions. The available options smile or saying hello or thank you. were Allyson Young’s “Managing Our Young recommends finding five opContinued from Page 58

60 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

portunities to add value each day: “Doing just a little extra adds value.

Everyone is going through something, and your interaction with them can make a huge difference.”

On Tuesday night, WIN held its MIW and Scholarship Awards Cere-

and Michelle Sullivan as Treasurer.

Next, Schroeder presented the 2017 WIN Cornerstone Award which recognizes the efforts of a board member whose commitment and actions serve as an example of what WIN is all about.

WIN’s Chair chooses the recipient of

Petra Schroeder introduced WIN’s attending board members

mony and Gala which included updates from the MIW and Scholarship Committees).

After Schroeder kicked things off on Wednesday morning, Jessica Rob provided a Nominating Committee Update, and Schroeder announced three new appointments to the board for 201718: Kathy Coffey, Louise Martone and Kathy Mello. The 2017-18 Executive Committee consists of Schroeder as Chair, Beverly Rook-Twibell as Vice Chair, Jessica Rob as Administrative Vice Chair, Jenny Anderson as Secretary,

this award with input from the board, and Jessica Rob was honored with this year’s WIN Cornerstone Award.

Outreach Committee Co-Chairs Marie Peevy and Schroeder provided an update on how the group is managing opportunities for WIN’s presence at industry events, announcing that the association attended 29 events in 2016.

The first educational seminar on Wednesday morning was “Creating a Customer Care Culture, and Finding and Inspiring a Staff to Support It,” presented by Axalta’s Steve Trapp and

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Rigina McNaughton of Salsapants, Inc. This session covered the hiring process with McNaughton explaining how the restaurant business is handled by her company and Trapp translating how these principles can be applied to the collision repair industry.

Following a Finance Committee Update delivered by Co-Chairs Cheryl Boswell and Yen Hoang, Liz Stein and Blair Womble facilitated attendees separating into 20 tables, each led by a mentor, for “Networking Activity: An Opportunity to Work On You.” Each group member introduced themselves and discussed the challenges they face in the industry, brainstorming solutions in a safe and secure environment. Stein advised, “What you put in is what you’ll get out of it.”

The last session of WIN’s 2017 Educational Conference was “Creating a Better Version of Yourself,” taught by Mike Jones, President of Discover Leadership Training in Houston, TX who urged attendees to “listen with the intent to be influenced, or you’ll miss the opportunity to be a better you.”

As the conference drew to a close, Denise Kingstrom informed attendees that, due to member requests for more local events, WIN will be piloting local

networking events in three markets. On June 13, events will be held in Chicago, Atlanta and Los Angeles. These events are open to members and non-members, and Kingstrom encouraged attendees to spread the word and help expand WIN’s membership.

Conference Committee Co-Chairs Jessica Rob, Wendy Rogers and Yolanda Sandor shared their strategic initiatives for 2017-18: plan the 2018 conference within budget, seek opportunities to promote the conference, conduct the annual scholarship walk, work with the Sponsorship Committee to ensure WIN’s sponsors are recognized, and prepare the educational material and other conference content.

They also announced that WIN’s 2017 Conference broke the previous record for most attendees with 205 collision repair professionals present.

In her closing speech, Schroeder thanked everyone who attended the conference as well as WIN supporters, sponsors, conference emcees, hotel staff and MIW guests. She also acknowledged Immediate Past Chair Denise Caspersen for her guidance and commitment to WIN. Schroeder also shared these comments from a WIN member: “We are

all phenomenal women and need to act like it. We need to give ourselves and others a break, instead of being critical and judgmental of each other. We need to encourage each other and celebrate the positive, learning from the negative instead of highlighting it. We need to live WINning each day as a mindset toward every woman in the industry, not just at WIN events. We all have something to give, even if it’s just a nod of encouragement to someone who needs it more than you realize.”

Using the analogy of the Pickle Jar, Schroeder advised everyone that there will be no room for the important stuff in life if all energy and time is spent on the small stuff. “Set your priorities!

Every day is a gift, but the quality of your life is a gift you give yourself.”

WIN’s 2018 Educational Conference will be held on May 7-9, 2018 at the Downtown Hyatt Regency in Indianapolis, IN.

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Continued from Page 52

Customer Waiting Room

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Pizzazz: You’ve covered all the basics, now the only thing left is to add a personal touch. That might mean some of your favorite artwork on the walls, such as unique automobiles, vacation destinations or movie posters.

Some shops will include a funky addition such as a coffee table made out of a tire or metal wall art.

Whatever you ultimately decide to include in your body shop’s waiting room, make sure the area is clean and well organized. By implementing some of the above suggestions, customers will most likely be much happier and share their positive experience with friends and family, which will ultimately help grow your business.

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Women’s Industry Network Announces Winners of 2017 Scholarship Program

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

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

bodywork. Her ultimate goal is to open her own shop.

Miranda Herron: Miranda attends North Georgia Technical College in Clarkesville, GA. She is studying to be a skilled artist of automobile rectification and a master of image repair. Miranda would like to start her career working in a shop, learning as much as possible, but eventually own her own collision shop.

Vicky Lambert: Vicky attends Lake Tech College in Eustis, FL. Before studying auto collision repair, Vicky served in the Air Force.

Vicky’s long term goal is to manage a body shop. She believes that auto collision repair is her long

The 2017 recipients include:

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

Chelsie Golden

Miranda Herron

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

Plans Coming Together for WIA July Conference

by Chasidy Rae Sisk

On July 9 through July 11, Women in Automotive (WIA) will be holding its Summer Conference at the Omni Orlando Resort in ChampionsGate, FL. The conference is designed for automotive manufacturers, suppliers and dealerships, including collision repair centers, and Jody DeVere, Founding Board Member of WIA, notes, “We are very excited about this summer’s conference. We will have an all-star lineup of over 100 speakers, and our focus is on educating and empowering women and men in the automotive community on thought leadership and trends that impact employment and sales growth.”

WIA was founded by a small group of women who saw a need to focus on closing the gender gap by educating the industry about attracting, recruiting and retaining female employees, developing female leaders, and increasing marketing knowledge about female consumers.

The agenda for WIA’s Summer Conference includes a dozen workshops, a plethora of presentations from industry leaders, keynote awards and a mentoring program, as well as several networking opportunities. Workshops will focus on a variety of topics ranging

from new employees in the industry to developing leaders, branding and even workplace wardrobes. According to DeVere, “Our agenda is rich in content because we are teaching the industry as a whole about women’s employment, leadership, sales and marketing.”

This will be WIA’s third conference which attracted 425 attendees last year. “We expect 500 attendees this year,” DeVere reports. “We hope our efforts will help close the gender gap and increase the industry’s effectiveness at hiring women, advertising to women, and developing women into leadership roles.”

Some of the speakers at WIA’s Summer Conference include Keynote Speakers Shari Fitzpatrick, Founder of Shari’s Berries and Sharon L. Lechter, author, motivational speaker and philanthropist.

Additional presentations will be made by Alex Vetter, CEO of Cars.com and Steve Waterhouse, President and CEO of Predictive Results, among others. Key sponsors include GM Women’s Retail Network, Hireology, CDK Global, Cars.com and Facebook. Early bird registration for WIA’s Summer Conference is available through May 31 at a cost of $395. Regular pricing is $595 per attendee.

62 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com

skill development.

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

Vicky Lambert

Linda Myers

before retiring, Linda has now completed her first trimester of the 16 month course, passed two ASE tests and holds a 4.0 GPA. She was also selected to attend the April SkillsUSA State competition in Chattanooga, TN. Linda’s immediate goals are to pass the next three ASE tests and hone her repair and refinishing skills. Long term, she would like to find her niche in collision repair.

Jade Wasson: Jade attends Spokane Community College in Spokane, WA. Jade was drawn to the collision industry by her overall passion for cars and is currently the only female in her class. Jade’s future goal is to do what she loves in a

WIA will also be hosting a conference in Palm Springs, CA in December 2017, and the group holds smaller events around the country throughout the course of the year. WIA also hosts monthly webinars as part of their ongoing efforts to be an educational resource about important topics for the industry.

According to WIA’s mission statement, “Women in Automotive has quickly grown to be one of the country’s most crucial and influential conferences for the automotive industry. It is already being recognized as the destination for the automotive community to gain insight on recruiting, retaining and developing female employees and leaders, and also touches on the all-important aspects of selling and marketing to female consumers.”

For more information about WIA, visit www.womeninautomotive.com.

UPDATED DAILY www.autobodynews.com

shop that values her. In addition to tuition scholarships, recipients will have the opportunity to be mentored by a Most Influential Women (MIW) Honoree or a member of the WIN Board of Directors. The MIW and Scholarship awards were presented during the 2017 WIN Educational Conference held May 8 -10, 2017 in DenJade Wasson ver, CO. Scholarship winners attending Conference had the opportunity to meet their mentors at that time.

Congratulations to all the 2017 scholarship recipients! To learn more about WIN, join online, or register for the WIN Educational Conference, please visit www.womensindustry network.com.

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SCRS Education Committee Presents Video on Scanning, Diagnostics and Calibration

On April 18th, the Society of Collision Repair Specialists (SCRS) premiered its newest SCRS Education Committee video discussion, filmed at the SEMA Garage in October 2016. If you missed the open meeting, the video was published to the SCRSCollision YouTube channel on the same day, and features members of the SCRS Board of Directors, SCRS Education Committee and I-CAR discussing the process of scanning and diagnosing vehicle diagnostic trouble codes, as well as the associated calibration steps.

SCRS encourages you to join Bruce Halcro, Jason Bartanen, Toby Chess and Barry Dorn as they discuss the process, the equipment, the business considerations and the impact to today's collision repair process.

To watch the video, type the following URL in to a browser: http: //bit.ly/2pQBWpf After you watch the video, share with your staff, your customers and your colleagues.

To learn more about SCRS, or to join as a member, visit www.scrs .com.

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

Connected Customer Experience.

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

help with everything from directions to emergency services. Last year, more than 1,000 Spanish-speaking Chevrolet drivers pushed the blue OnStar button in the United States every single day, an increase of 30 percent from 2013. Chevrolet already has seen nearly 100,000 blue button presses in the first quarter of 2017 and expects these numbers will continue to climb in 2017.

“We understand that not all Chevrolet owners speak English fluently or at all, but we didn’t want that to be an obstacle in providing them with the same service we offer all OnStar customers,” said Terry Inch, executive director of GM’s Global

Chevrolet owners can have their OnStar requests routed to a Spanishspeaking advisor if they prefer. More than 25,000 Chevrolet owners are currently routed directly to OnStar’s Spanish-speaking advisors when they push the blue button. There are two ways to sign up for Spanish-language assistance. Chevrolet owners can ask a dealer to enroll them at the time of purchase by pressing the blue OnStar button, prompting a welcome call.

During that call, the new owner can request that all future blue button presses route straight to the Spanish team. Existing Chevrolet owners with an active OnStar account can also press the blue button and make the re-

quest to transfer to a Spanish-speaking advisor on a case-by-case basis or automatically for every call.

“Across the board, our data tells us that Spanish-speaking customers are well-informed when it comes to in-vehicle technology,” Inch said. “In addition to using OnStar core services, we’ve seen that Spanish-speaking customers are likely to use the myChevrolet mobile app to remote start their vehicles, lock their cars and even check their vehicle’s diagnostics.”

The OnStar Basic Plan is available for five years at no charge on all new Chevrolet vehicles. Any Chevrolet owner with a 2011 or newer equipped vehicle can also receive three free years of the Basic Plan by hitting the blue OnStar button and asking for “Three Years on Us.” The Basic Plan includes access to select features in the myChevrolet mobile app, Dealer Maintenance Notification and Advanced Diagnostics.

For more information, visit www .chevrolet.com.

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BASF supports WIN as 2017 Gold Sponsor

For the ninth year in a row, BASF supported the Women’s Industry Network (WIN) annual conference as a Gold sponsor. The company also sponsored a breakfast and the WIN “Scholarship Industry Walk” at the event, BASF supports WIN at several events throughout the year.

“I joined WIN in 2010, and I’m excited to serve on the board of such a tremendous organization,” said BASF NA Distribution Director Denise Kingstrom. “WIN creates a network that supports women in the industry that allows us to develop personally and professionally, which is why BASF encourages our employees to participate.”

“As an all-volunteer non-profit network, WIN’s ability to develop programs to support our members, and ultimately our industry, depends upon the support and generosity of our sponsor,” said Petra Schroeder, WIN Executive Board Chair. “BASF has been supportive for years and in many ways, from sponsorship to inkind donations, as well as encouraging BASF employees to become WIN members, and to work on WIN committees and serve on the WIN board. We are grateful for this.”

Auto Care Careers Offers On-Campus Recruiting Opportunities

bringing the Auto Care Careers on Campus program to more colleges, universities and vocational schools across the country.”

Working directly with the educational institution or through an industry company, Auto Care Careers on Campus will provide the tools and resources necessary to conduct on-campus events, whether in the classroom or as part of a career fair.

To date, Auto Care Careers on Campus events have been held at Grove City College in Pennsylvania, the University of North Florida, and the University of Northwestern Ohio.

To host an Auto Care Careers on Campus event at a local university, college or vocational school in your area, visit http://www.autocare careers.org/on-campus/ and fill out the online form.

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As part of its ongoing recruiting and job placement efforts, Auto Care Careers has expanded its college and vocational school outreach to include Auto Care Careers on Campus. The new program partners with universities, colleges and vocational schools to promote the thriving auto care industry as a dynamic place to work.

“The auto care industry has a great story to tell students, teachers and career counselors about the exciting career paths available to them in a wide variety of fields, from accounting and engineering to manufacturing and logistics,” said Bill Hanvey, president and CEO of the Auto Care Association. “We have already conducted successful on-campus recruiting events in Pennsylvania and Florida and look forward to

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Jim Ellis Automotive Cares About First Responders

The Jim Ellis Automotive Group teamed up with clients to raise money for local first responders.

After wrapping up 2016 with a successful giving campaign that resulted in a $65,000 donation to Boys & Girls Clubs of Metro Atlanta, in Georgia, Jim Ellis Automotive identified another opportunity to give back. Jim Ellis President Jimmy Ellis decided he wanted to kick off summer with a similar campaign that will go to benefit local first responders.

All 14 Jim Ellis family-owned and operated dealerships participated in this first responder campaign, where a portion of every new or pre-owned vehicle purchase during the month of May will go to local first responders. The campaign ran the entire month and applied to any vehicle purchased from a Jim Ellis dealership within the month.

“After seeing the generosity of our dealerships and the support of our clients during the campaign with Boys & Girls Clubs of Metro Atlanta, I wanted to identify another local group that could benefit from more of this generosity,” said Ellis. “Local first responders

came to mind as a group that we would not only like to donate to during the month of May, but a group that we want to honor throughout the year with special incentives to say, ‘thank you for all you do and the support you have given our business over the last 46 years.’ We are also so thankful for our customers that rally behind us in supporting each of these giving campaigns. Let’s see what we can do in May to give back to those who sacrifice daily for our safety and well-being!”

In addition to the cash donations that will be made to the local first responders that serve our dealership areas, Jim Ellis Automotive will also be offering special discounts for the rest of 2017 to all eligible first responders. As a token of appreciation, all qualifying first responders can take advantage of $500 off their next vehicle when purchased from Jim Ellis. That is $500 off the best negotiated price at any Jim Ellis dealership. On the parts and service side, eligible first responders will receive 15 percent off parts and service at any Jim Ellis dealership through the end of 2017.

Two TCAT Collision Repair Students Receive Awards Tucker Dagle, a student at Tennessee College of Applied Technology Crossville, has won a 2017 Collision Repair Education Foundation’s Tool Grant. As a result of the tool grant, Tucker will be able to select $2,000 worth of tools to begin his career in collision repair.

“This award will greatly impact my growth in the collision repair industry and allow me to pay for the

Tucker Dagle

tools I would otherwise be unable to purchase,” Dagle said. “This is an amazing opportunity that will help me get the head start I need in this fast-growing industry.”

Anthony Armstrong Wins 2017 3M Hire Our Heroes Scholarship. Our

Anthony Armstrong Wins 2017 3M Hire Our Heroes Scholarship

nation’s military veterans deserve our help finding rewarding careers, and the collision repair industry needs employees with the strong work ethic, dedication and values that our vets learned while serving our country.

Through the 3M Hire Our Heroes program, the Collision Repair Education Foundation has issued more than $750,000 in tool grants and scholarships to 210 deserving veterans and their family members.

As a result of the tool grant, Armstrong will have two opportunities for tools. An initial $1,500 (retail) in tools and a second $3,000 (retail) in tools upon employment in the collision industry. The award also includes $2,000 for tuition, room/board, etc. while studying collision repair in college.

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PPG Certification Training Programs Keep Techs on Top

PPG continues to address evolving automotive refinish technologies with ongoing comprehensive certification training programs designed to keep paint technicians at the forefront of the industry. As OEMs introduce more complex and exotic finishes, PPG is making sure refinish technicians are prepared to meet the challenges the new finishes present.

“Maintaining alignment with the industry, PPG refinish systems are constantly advancing, and we want to ensure that collision center technicians are experts in using our products,” said Randy Cremeans, PPG director of training for automotive refinish. “PPG’s commitment to training is unrivaled in the industry—we train more techs than any other automotive paint company in the world, and we intend to maintain that lead.

Our certification training programs introduce technicians to the latest products and techniques for completing quality refinish repairs while maximizing paint booth productivity.”

More than 15,000 students and technicians participate in PPG training courses annually, and more than 400,000 refinish professionals have taken classes since PPG began its pro-

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

processes. Having a certified painter is among the requirements for collision centers offering PPG’s Lifetime Limited Paint Performance Guarantee.

PPG certification training offers five levels of expertise: Blue, Bronze, Silver, Gold and Master. The first certification course is open to technicians who have one year of professional experience. After achieving the initial Blue-level certification, technicians are eligible to graduate to successive

levels by attending qualifying classes every two years. After eight years, qualified technicians are eligible to graduate to the Master Certified Technician level.

Certification courses, blending classroom instruction with hands-on exercises, are offered at PPG Business Development Centers and various field locations across the United States and Canada. Courses are tailored for PPG’s premium DELTRON®, GLOBAL REFINISH SYSTEM®, ENVIROBASE® High Performance, NEXA AUTOCOLOR® 2K® and AQUABASE® Plus refinish systems. Training sessions last a minimum of eight hours over one or two days and educate 8–12 technicians at a time. Certification classes are led by 30+ full-time PPG training instructors.

According to Mike Gonzalez, zone manager, refinish training, in an effort to recognize completion of the certification courses, PPG is pro-

viding technicians with exclusive patches indicating the level of certification achieved as well as T-shirts featuring a unique graphic design by PPG custom trainer Jeremy Seanor.

“We appreciate our technicians and shops that are committed to training and dedicated to learning about new products and processes,” Gonzalez said. “PPG wants to recognize them and these are two ways we can express our thanks.”

Added Cremeans, “We understand training is a continuous process; it’s never complete, especially with the frequent changes we see in this industry. Technicians need to know how to work with the latest finishes like OEM tricoats and quadcoats. Training is a large part of our investment in our customers; it’s an investment we’re happy to make.”

For more information, visit www.ppg refinish.com.

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I-CAR® Welding Training & Certification Now Required for State Farm™ Select Service® Repairers I-CAR®’s Welding Training & Certification™ Program is now a requirement as a participant in the State Farm™ Select Service® program. Through in-shop instruction on welding theory, hands-on practice and coaching, then uniform certification testing, I-CAR will equip technicians with the necessary information, knowledge and skills to perform proper welding.

“With vehicles rapidly changing —featuring new advanced technologies and material combinations—it is crucial that we address the growing repair complexities our industry is facing,” said I-CAR CEO and President John Van Alstyne. “Estimates show approximately sixty-nine percent of technicians who weld in collision repair facilities today still lack formal welding training. I-CAR commends State Farm’s commitment to quality repairs and its recognition of I-CAR’s Welding & Training Certification program as the industry standard for quality welding training.”

“State Farm believes it’s important for Select Service program network members to have ongoing collision repair education,” said State Farm Media Specialist Justin Tomczak. “We se-

lected I-CAR since it has the largest network of instructors to deliver training and because of the financial benefit it provides our network facilities. This partnership will further strengthen our repair network’s integrity, efficiency and dedication to our customers.”

As a result of the State Farm commitment, Select Service network members will be eligible for I-CAR’s Pro Pricing program, which provides a 10 percent discount on the required training programs. As an added benefit, when more than the minimum required number of technicians at a Select Service facility register, attend, and become certified in an I-CAR welding event, each of those certified technicians will receive complimentary access to I-CAR’s Vehicle Technology and Trends 2017 (VT017E01) online course upon certification.

Repairers in the State Farm Select Service network are required to complete three Welding Training & Certification programs, each consisting of a four-phase process. The program begins with the Welding Capability & Readiness Assessment of the facility’s gear, equipment and infrastructure (Phase 1). Each program includes in-

shop instruction on welding theory (Phase 2), followed by a skills assessment, then intensive hands-on practice with coaching as appropriate (Phase 3).

Students are then required to pass a formal welding certification test to I-CAR standards (Phase 4).

Facilities with 10 technicians or less will be required to have at least one technician complete the three programs to maintain their certification, while facilities with 11 or more technicians will be required to have at least two technicians complete the three programs.

I-CAR Welding Training & Certification requirement deadlines, as defined

by State Farm for Select Service participants, include: • Completion of Steel GMA (MIG) Welding (WCS03) and Steel Sectioning (SPS05) by the end of 2017.

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

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

www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 67

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