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Honda ProFirst Certification Reaches 700 Shops by Ed Attanasio
When body shop number 700 recently became a member of American Honda’s ProFirst certification program, assistant national manager of Collision Parts and Service Marketing Gary Ledoux took a deep breath, knowing full well that there is still much work to do. To Ledoux, the ultimate goal of getting 1,200 shops in the program within the next 18 months seems very reachable. “When we first launched this program in April of 2015,
Gary Ledoux is pleased to see that 700 body shops are now members of American Honda’s ProFirst certification program, but he also knows that there is still much work to do to reach the goal of 1,200 shops
we heard from roughly 100 shops right away, asking ‘How can we join, and what do we need to do?’ We got a lot of the top shops in the country onboard quickly because they were already doing all of the things required by the program.” A lot of collision repairers were skeptical about the value of OE certifications in general, but pretty soon they changed their minds, Ledoux said. “Initially, not everyone thought that certifications were going to be around very
See Honda Certifies 700 Shops, Page 21
California Regulator’s Stand On ‘Alt-OE’ Parts May Lead to Pressure To Clarify The Terminology
sion told attendees at NACE in Anaheim, CA, in August. Discussion within the indusRamos and other representatry of “alt-OE” or “opt-OE” tives of the BAR said that it’s parts seemingly has raised clear from discussion with more questions than answers shops that a wide variety of this past year, but one state types of parts are being regulatory agency has a clear lumped together under the stand on the topic—one that “alt-OE” or “opt-OE” catemay drive changes nationgory names in some markets. Jaime Ramos wide. Some of those parts ap“The term by itself, ‘alt-OE’ or pear to be new, OEM parts but are ‘opt-OE,’ is not recognized by the Bubeing sold and delivered by non-OEM reau,” Jaime Ramos of the California or salvage parts suppliers, shops say. Bureau of Automotive Repair (BAR) Others appear to be slightly-damaged See Alt-OE Parts, Page 16 field operations and enforcement diviby John Yoswick
VOL. 7 ISSUE 8 OCTOBER 2016
Flooded Cars Likely to End up in NC, AG Cooper Warns Consumers Watch out for vehicles damaged by devastating floods in Louisiana to show up for sale on new and used car lots in North Carolina, Attorney General Roy Cooper cautioned consumers in August. “Our thoughts and prayers go out to the people suffering in Louisiana, and we hope the flood waters will soon start to recede,” said Cooper. “But even as storm victims begin to pick up the pieces, flooded cars will be on their way to North Carolina and other states to trick unsuspecting car buyers. Learn the warning signs to avoid flood cars.” After major storms, both new and used cars that were flooded will be offered for sale. These vehicles are frequently put through extensive cleaning
that can make it difficult for prospective buyers to detect even serious damage. Under North Carolina law, flood damage to a car must be disclosed in writing before the car is sold. Vehicles that have been partially or totally submerged in water resulting in damage to the body, engine or transmission are classified as flood vehicles, but title paperwork is sometimes unlawfully altered to remove any mention of flood damage. Failure to disclose damage to a vehicle is a class 2 misdemeanor prosecutable by local District Attorneys, and violators of the law can face civil penalties of up to $5,000 per violation. “This flooding has already caused terrible damage, and we don’t want to See AG Warns Consumers, Page 14
Truck Carrying Takata Air Bags Explodes, Burns Houses, Kills Texas Woman
a nearby home, killing 69-year-old Lucida Robles. It also burned 10 A truck carrying Takata air bag infla- other houses and injured a driver and tors and propellants exploded in South passenger in a passing vehicle. Texas last week, killing one person, News 4 San Antonio said the the company said on August 29. explosion was not caused by a collision with another vehicle, suggesting it was caused by a problem in the truck, its trailer or the cargo. Takata has a warehouse in Eagle Pass that stocks inflators manufactured across the border at a plant in Monclava. Takata said it sent personnel to the site to help investigate the incident. File photo of a Takata airbag that exploded in a vehicle The Takata recall is the in South Carolina largest in the history of the The inflators and propellants auto industry. Prolonged exposure of are at the center of a global recall in- the inflators to hot conditions can volving exploding airbags. The de- cause airbags to explode, spraying fective bags have killed at least 14 shrapnel into the passenger compartpeople in the U.S. ment. The truck in last week’s inciMore than 100 million vehicles dent, operated by a subcontractor, worldwide with Takata inflators are was bound for a Takata warehouse being recalled. in Eagle Pass when the accident occurred. We thank the Dallas Morning The ensuing explosion destroyed News for reprint permission. by Terry Box, Dallas Morning News
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Contents
NATIONAL 3M™ Introduces Cavity Wax Plus. . . . . . . 52
markets and expand our product offerings to the collision repair industry.” “Our goal is to establish a successful partner relationship with our customers,” said Ronald Kemperle, owner of Albert Kemperle, Inc. “We do this through product innovation, specialized training and responsive support, while attending to our customer’s specific needs and concerns.” For more information about BASF Automotive Refinish, visit www.basfrefinish.com
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Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Online Editor and Copywriter: Deana Cacus Contributing Writers: Tom Franklin, John Yoswick, Janet Chaney, Toby Chess, David Brown, Rich Evans, Ed Attanasio, Chasidy Sisk, David Luehr, Stacey Phillips, Victoria Antonelli Advertising Sales: Joe Momber, Sean Hartman, Bill Doyle, Norman Morano (800) 699-8251 Office Manager: Louise Tedesco Sales Assistant: Jessica Day Content/Social Media Specialist: Cass Heckel Art Director: Rodolfo Garcia
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. ©2016 Adamantine Media LLC.
Abaris Training Resources, Inc. . . . 30 ALLDATA . . . . . . . . . . . . . . . . . . . . . 18 Anest Iwata USA, Inc. . . . . . . . . . . . 13 Audi of Charlotte . . . . . . . . . . . . . . . 14 Audi Wholesale Parts Dealers . . 40-41 Axalta Coating Services . . . . . . . . . . 2 BMW Wholesale Parts Dealers . . . . 65 Car-Part.com . . . . . . . . . . . . . . . . . . 14 CarcoonAmerica Airflow Systems . 50 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 27 ChemSpec USA, LLC . . . . . . . . . . . 20 Chief Automotive. . . . . . . . . . . . . . . 23 Classifieds. . . . . . . . . . . . . . . . . . . . 70 Coggin Deland Honda . . . . . . . . . . 44 DJS Fabrications. . . . . . . . . . . . . . . 10 Dominion Sure Seal, Ltd. . . . . . . . . 43 Eagleville Marketing Group . . . . . . 22 Eckler’s Automotive . . . . . . . . . . . . 49 Eco Repair Systems of North America, LLC. . . . . . . . . . . . . . . . 38 ECS Automotive Concepts . . . . . . . 26 Equalizer Industries, Inc . . . . . . . . . 46 Eurovac, Inc. . . . . . . . . . . . . . . . . . . 34 Everett Chevrolet-Buick-GMCadillac . . . . . . . . . . . . . . . . . . . 59 FBS Distribution Co., Inc. . . . . . . . . 12 Ford Wholesale Parts Dealers . . . . 63 GM Wholesale Parts Dealers . . . . . 57 Gus Machado Ford . . . . . . . . . . . . . 60 Hendrick Automotive Group . . . . . . . 5 Hendrick Automotive Group of Charleston. . . . . . . . . . . . . . . . . . 72 Hendrick BMW/MINI . . . . . . . . . . . . 55 Hendrick Dodge . . . . . . . . . . . . . . . 28 Hendrick Kia Cary . . . . . . . . . . . . . . 39 Hendrick Kia Concord . . . . . . . . . . 39 Herkules Equipment Corporation. . . 6 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . 35, 36-37 Hyundai Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 67 Jim Cogdill Chrysler-Dodge-JeepRam . . . . . . . . . . . . . . . . . . . . . . . 22 Jon Hall Chevrolet . . . . . . . . . . . . . 34
Kernersville Chrysler-DodgeJeep-Ram . . . . . . . . . . . . . . . . . . 31 Kia Motors Wholesale Parts Dealers. 53 Killer Tools & Equipment. . . . . . . . . . 7 Lexus Wholesale Parts Dealers . . . 69 Mazda Wholesale Parts Dealers . . . 68 Mercedes-Benz Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 64 MINI Wholesale Parts Dealers . . . . 65 Miracle System/Equipment Gateway, Inc. . . . . . . . . . . . . . . . 33 Mirka USA . . . . . . . . . . . . . . . . . . . . 29 Mitchell International. . . . . . . . . . . . . 9 MOPAR Wholesale Parts Dealers . . 45 Motor Guard Corporation . . . . . . . . . 6 Nissan of Richmond . . . . . . . . . . . . 56 O’Brien Hyundai-Subaru-Mazda . . 58 Polyvance . . . . . . . . . . . . . . . . . . . . 24 Porsche Wholesale Parts Dealers . 66 Preval . . . . . . . . . . . . . . . . . . . . . . . 71 Priority Automotive Group . . . . . . . 51 ProLine Tool & Supply . . . . . . . . . . 42 Radley Chevrolet. . . . . . . . . . . . . . . 62 Rick Hendrick Chevrolet Naples. . . 48 Rick Hendrick Dodge-ChryslerJeep-Ram. . . . . . . . . . . . . . . . . . . . 8 Riverside Ford-Lincoln . . . . . . . . . . 52 SATA Dan-Am Company . . . . . . . . 15 Sherwin-Williams Automotive Finishes . . . . . . . . . . . . . . . . . 20, 21 Shop Pro Equipment . . . . . . . . . . . 19 Sorbothane . . . . . . . . . . . . . . . . . . . 25 Southside Kia . . . . . . . . . . . . . . . . . 54 Spartanburg Chrysler-DodgeJeep-Ram . . . . . . . . . . . . . . . . . . 32 Stateline Chrysler-Jeep-DodgeRam . . . . . . . . . . . . . . . . . . . . . . . 16 Subaru Wholesale Parts Dealers . . 61 Tameron Hyundai . . . . . . . . . . . . . . 52 U-POL US . . . . . . . . . . . . . . . . . . . . 47 Valspar Automotive . . . . . . . . . . . . . 11 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 67 West Broad Hyundai. . . . . . . . . . . . 10 WyoTech . . . . . . . . . . . . . . . . . . 17, 26
Southeast
COLUMNISTS Antonelli - 95-Year-Old Veteran Keeps Busy at TX Body Shop, Shares Keys to a Long Life . . . . . . . . . . . . . . . . . . . 48 Antonelli - Educational Seminars Institute Helps NACE Attendees Prepare for the Unthinkable . . . . . . . . . . . . . . . . . . . . . 32 Attanasio - KY Shop Pulls Its Weight for Local Special Olympics . . . . . . . . . . . . 18 Attanasio - Professional-Looking Uniforms Are No Longer Just Optional. . . . . . . . . 50 Attanasio - WyoTech is Now a Half-Century Old and Still Thriving . . . . . . . . . . . . . . 42 Phillips - ABRA’s New Career Development Academy Offers Attractive Incentives & Aims to Train and Place the Workforce of Tomorrow . . . . . . . . . . . . . . . . . . . . 64 Phillips - Five Ways to Deliver Outstanding Customer Service . . . . . . . . . . . . . . . . 68 Phillips - Small Town Business Splits Time between Collision Repair & Classic Car Restoration . . . . . . . . . . . . . . . . . . . . . 44 Phillips - The Road to Autonomous Vehicles: How Collision Repair Shops Should Prepare . . . . . . . . . . . . . 54 Phillips - What Shops Can Expect to See in Vehicle Hacking, Accident Avoidance Technology & Cybersecurity. . . . . . . . . 62 Yoswick - MSO Symposium Looks at International Business Models, Slow-Down in Consolidation . . . . . . . . 58 Yoswick - Retro News: National Leadership Conference, Lou DiLisio on 9/11, NACE in ‘06, MSO Panel in ‘11 . . . . . . . . . . . 46
AAPEXedu Announces 2016 Service Professionals Program. . . . . . . . . . . . . 30 ASA to Host Webinar on Automotive Safety Inspections, Technologies . . . . . 12 ASI Recognized as I-CAR Gold Class Business . . . . . . . . . . . . . . . . . . . . . . . 30 Auto Glass TV Informs and Entertains Technicians . . . . . . . . . . . . . . . . . . . . . 52 Automechanika Chicago & NACE Team Up in 2017 . . . . . . . . . . . . . . . . . 60 Axalta Appoints Samuel L. Smolik to Board of Directors . . . . . . . . . . . . . . . . 60 BASF Automotive Refinish Continues 25-Year Partnership with CARSTAR . . . 48 BASF Automotive Refinish Expands Distribution in FL . . . . . . . . . . . . . . . . . . 3 CAPA Announces New Certification Standard for AC Condensers . . . . . . . . 59 Collision Repair Education Foundation Announces Support From Driven Brands. . . . . . . . . . . . . . . . . . . . . . . . . 30 Collision Repair Online Courses Now Available at AMI . . . . . . . . . . . . . . . . . . 56 CREF’s Golf Fundraiser Supports Education for Next Generation . . . . . . . 56 Driverless Car Bills Speed through Michigan Senate . . . . . . . . . . . . . . . . . . 4 First Responder Extrication Demo at Butler’s Collision Kicks off NABC Lineup. . . . . . 60 Friday Fun: Honouring the First Camaro, A Body Shop Builds a Ghostbuster Replica and Tesla Goes Camping . . . . . 66 From Refugee to Top Technician: The Duc Huynh Story. . . . . . . . . . . . . . 28 GM Uses Humor to Educate Consumers About Original Collision Parts. . . . . . . . 51 IAnet Selects CCC ONE® Appraisal Platform as its Preferred Solution . . . . . 34 I-CAR and ASE Announce Collaborations that Align and Build on Training, Curriculum, and Certification . . . . . . . . 26 I-CAR® Creates Online Tool to Calculate Training’s Return on Investment . . . . . . 34 Louisiana Flooding, Sub-water: Flooded Cars Overwhelming . . . . . . . . . . . . . . . 22 Mitchell Appoints Jack Rozint as VP of Sales & Service for Auto Physical Damage Business Unit. . . . . . . . . . . . . 25 NHTSA’s Proposed Rule on Recall Notification . . . . . . . . . . . . . . . . . . . . . 17 PPG Earns American Honda Approval . . . 69 SEMA 2016 Has Plenty to Offer Collision Repairers. . . . . . . . . . . . . . . . . 6 State Farm Mutual Automobile Insurance Accused of Failing to Provide Adequate Coverage . . . . . . . . . . . . . . . 14 State Farm’s Offer & Acceptance Program to Change and the Offer Is Going Down. . . . . . . . . . . . . . . . . . . 69 Truck Carrying Takata Air Bags Explodes, Burns Houses, Kills Texas Woman . . . . . 1 Uber’s Self-Driving Volvos Take to Pittsburgh Streets Two Operators Per Vehicle . . . . . 4 Valspar’s House of Kolor Releases New Color Book . . . . . . . . . . . . . . . . . 10 Volvo to Sell Self-Driving Car Tech to Other OEMs . . . . . . . . . . . . . . . . . . . . . 56
Indexof Advertisers
REGIONAL Autobody Shop Gives Cars To Families In Need . . . . . . . . . . . . . . . . . . . . . . . . . 9 Axalta Honored by Senator Tim Kaine, Virginia Governor, Congressmen and More. . . . . . . . . . . . . . . . . . . . . . . . 9 Building Homes for Heroes Receives $2.1M from Advance Auto Parts and the Company’s Vendor Partners. . . . . . 13 Caryville Gets 63 Jobs From New Auto Supplier in Former A&S Steel Facility . . 25 Flooded Cars Likely to End up in NC, Attorney General Cooper Warns Consumers. . . . . 1 Gerber Opens Location in Sebastian, FL . . . 6 Houston in Top 3 List of Cities with Most Auto Insurance Fraud . . . . . . . . . 20 Industry Invited to Collision Repair Education Foundation and Atlanta I-CAR Committee’s Back-to-Back Events This October . . . . 10 OSHA cites auto parts maker, staffing agency for repeated violations . . . . . . . 12 Phillips - One-Stop Collision Repair Shop in Georgia Balances Busy Body Shop, Six Kids and Prepping Vehicles for TV/Movies . . . . . . . . . . . . . . . . . . . . . . 38 VA Body Shop Worker Wins $100,000 in Lottery Scratcher . . . . . . . . . . . . . . . . 8 Women to Watch in GA: Body Shop Owner Adrian Wright. . . . . . . . . . . . . . . . . . . . . 8
BASF Automotive Refinish Expands Distribution in FL
BASF distributor Albert Kemperle, Inc. has expanded its distribution of BASF Automotive Refinish paint brands Glasurit®, R-M® and Limco® in Florida. The new location in Fort Myers, FL opened last month. “Kemperle has been a key partner of BASF in the Northeast for more than 30 years,” said Denise Kingstrom, BASF distribution director. “What started as a single store operation in Brooklyn, NY has evolved into a network of 40 store fronts, state-of-the-art training centers and warehouses throughout the eastern and southeastern seaboard. This aggressive expansion has allowed BASF to enter into many new
Autobody News Box 1516, Carlsbad, CA 92018; (800) 699-8251 (760) 603-3229 Fax www.autobodynews.com Email: news@autobodynews.com
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 3
Uber’s Self-Driving Volvos Take to Pittsburgh Streets Two Operators Per Vehicle
Uber has launched a fleet of self-driving cars in Pittsburgh, making this city of 300,000 the first in the US to let any passenger hail an autonomous vehicle. The Uber vehicles are equipped with seven traffic-light detecting cameras to a radar system that detects different weather conditions to 20 spinning lasers that generates a continuous, 360 degree 3-D map of the surrounding environment. For now, Uber’s test cars travel with safety drivers, as common sense and the law dictate. These professionally trained engineers sit with their fingertips on the wheel, ready to take control if the car encounters an unexpected obstacle. A co-pilot, in the front passenger seat, takes notes on a laptop, and everything that happens is recorded by cameras inside and outside the car During the demonstration for reporters two engineers were seated in front—the backup driver and another monitoring the car's 3-D map and scribbling notes on how to improve the car's software. The engineers undergo a week of safety orientation or more to drive the cars. “We actually think of Pittsburgh as the double black diamond of driving,” Raffi Krikorian, director of Uber Advanced Technologies, said. “If we can really tackle Pittsburgh, than we have a better chance of tackling most other cities around the world... Bridges are re-
ally hard,” Krikorian said. “And there are like 500 bridges in Pittsburgh.” Pittsburgh has helped Uber to expand its research around autonomous vehicles, by leasing a large plot near the city’s riverfront for a testing track. When state regulators tried to ban ridesharing services in 2014, Pittsburgh’s mayor and the state’s governor helped negotiate those hurdles. Pittsburgh’s mayor, Bill Peduto, said “It’s not our role to throw up regulations or limit companies like Uber.” Uber planned to use about 100 modified Volvo sport utility vehicles for the passenger trials. The vehicles will also have a human monitor behind the wheel. “You can either put up red tape or roll out the red carpet. If you want to be a 21st-century laboratory for technology, you put out the carpet.” Uber has 500 employees at a center in Pittsburgh’s industrial Strip District working on autonomous vehicles, according to Mr. Peduto. Uber will have 1,000 employees at the site, known as the Advanced Technology Center, within a few years Peduto said “There is no technology that is fail-proof and there is no tech that can guarantee there won’t be accidents, but right now there are 3,287 people who die in automobilerelated accidents around the world each day, and there has to be a better way,” he said.
Driverless Car Bills Speed through Michigan Senate by Michael Gerstein and Michael Martinez, The Detroit News
The Michigan Senate overwhelmingly approved a legislative package on September 7 that would let companies cruise ahead with plans to operate driverless vehicles on Michigan roads, with one legislator comparing it to the race to put a man on the moon. In a series of 36-0 votes, the Republican-controlled chamber approved bills that would allow the burgeoning autonomous car industry to put electronically-controlled vehicles on any Michigan road. “We’re moving into the next century, ladies and gentlemen,” Senate Majority Floor Leader Mike Kowall, R-White Lake, told fellow senators as he urged support for the legislation, which he introduced earlier this year. The package of four bills aims to keep Michigan ahead of competing states like California and Florida that are trying to lure companies and investments with autonomous car-friendly laws. The new laws would allow the public to buy and use fully driverless
Two Drivers or None?
cars whenever they’re available. They would allow an autonomous car without a steering wheel or pedals, and not require that a human be ready to take control in an emergency. Until now, autonomous vehicles could only be driven in Michigan for test purposes, and a driver had to be at the ready. The new laws also would allow ride-sharing services without drivers to be operated by auto manufacturers or ride-hailing services like Lyft or Uber. One of the bills would also allow for the decommissioning of small stretches of public road to be used privately as part of the proposed American Center for Mobility test site at Willow Run. “I see this as the equivalent of the race to space,” said state Sen. Ken Horn, R-Frankenmuth. “We can think of these Senate bills as one small step for Lansing, one giant leap for driverless mankind.” The legislation has the support of major automakers and suppliers, many House lawmakers and Gov. Rick Snyder. Snyder has said driverless-car testing and operations are crucial for help-
4 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
ing Michigan keep its economic edge and remain the automotive capital of the world after years of economic hardship. Michigan is one of seven states that, along with Washington, D.C., have laws allowing testing of autonomous cars, according to the National Conference of State Legislatures. California, Florida and Nevada have laws allowing for the “operation” of those cars beyond testing. The legislation now moves to the state House for consideration. Bryant Walker Smith, a law professor at the University of South Carolina who studies self-driving car regulation, called the bills “a mixed bag.” “Critically, they are in desperate need of clarification followed by thoughtful discussion,” he said. Walker Smith said the bills do a good job of allowing autonomous vehicles on the road, but much of the language becomes confusing and difficult to differentiate from current laws. “Like earlier bills in Michigan and other states, SB 995 and 996 understandably struggle to reconcile an
existing vehicle code with automated driving,” he said, going on to call some of the language “collectively, a mess.” The bills follow a state board’s July approval of $20 million to help transform a former World War II bomber plant in Ypsilanti into a new testing facility for autonomous vehicles. The facility would be complete with roads, traffic lights and cul-de-sacs at Willow Run. The National Highway Traffic Safety Administration is expected to release draft guidelines later this year that would serve as a framework for states crafting new laws that allow the self-driving cars on public roads. It’s unclear when companies might open sales to the general public. We thank the Detroit News for reprint permission.
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 5
Gerber Opens Location in Sebastian, Florida Gerber Collision & Glass has announced the September 7 opening of a collision repair center in Sebastian, Florida. The center previously operated as Riverside Auto Body and is located on Florida’s Route 1 east coast highway.
“This location complements our four other centers in the Melbourne area and will allow us to serve new customers and our insurance partners on Florida’s east coast,” said Tim O’Day, president and COO of Gerber Collision & Glass. “This center has served the collision repair needs of Sebastian for 14 years. We are proud to become a member of the community and look forward to introducing the Gerber brand of professional and friendly service.”
SEMA 2016 Has Plenty to Offer Collision Repairers Unlike many automotive fans from outside the automotive industry, SEMA courts repairers of all types and collision repairers are prized buyers of tools, equipment, and services. Here is a quick review of what you can expect at SEMA in addition to racing, hotrods, and all manner of eye-candy. 2,400 exhibiting companies including veteran manufacturers and brand-new-to-SEMA manufacturers will be displaying their latest and most innovative new products.
New Products The SEMA Show New Products Showcase serves as an extra avenue for exhibitors to reach new customers. More than just a collection of the industry’s latest innovations, the Showcase serves as a valuable marketing tool during and after the Show. Each entry displayed is accompanied with product information and traditional signage for the convenience of buyers to research and locate companies during the Show. The products are also photographed, and the photographs and product details are used for post-Showpromotion to media and made available on www.SEMAphotos.com. There is a special category for collision repair. Repairer Driven Education (RDE) Sponsored by SCRS, the RDE is a series
6 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
of education seminars for repairers. The 2016 Repairer Driven Education (RDE) series and OEM Collision Repair Technology Summit will collectively feature more than 30 educational sessions delivered Tuesday, November 1st through Friday, November 4th during SEMA Show hours. Attendees can register to attend three different segments which can be selected individually or collectively as part of the RDE Full Series Pass. The program as a whole was selected or suggested by SCRS with a focus on content that specifically addresses issues and information of relevance to collision repair professionals operating in today’s marketplace. The 2016 curriculum includes new speakers, new topics, and even more opportunity to heighten the success you create in your business. “The instructors are always very knowledgeable and passionate about the industry, and their expertise and direction from the content has helped me fine tune my day-to-day involvement in every aspect of the repair process,” said attendee Aaron Stoller, Quality Control Manager at Precision Body and Paint in Beaverton, Oregon. “RDE has given me the confidence to change the industry starting right here in our shop. I believe there are a lot of thanks due for the continuous educational information SCRS offers.”
A highlight is the OEM Collision Repair Technology Summit. The Summit, to be held Thursday, November 3rd, and will continue to focus on emerging trends in vehicle construction and technology, and how those aspects influence vehicle repairability. The program is designed to put SEMA Show attendees in a room with innovators in automotive structural design and technology, providing one of the most unique networking and learning opportunities available to the collision repair industry. The 2016 OEM Collision Repair Technology Summit is currently made possible with support from PPG Automotive Refinish; Audatex, AkzoNobel, CCC Information Services Inc and BASF. For the seventh consecutive year, BASF Automotive Refinish is a Masters + OEM Level Sponsor of the Repairer Driven Education (RDE) Series at the Specialty Equipment Market Association (SEMA) conference. - See more at: http://www.coatingsworld.com /contents/view_breaking-news/201609-20/basf-sponsors-repairer-driveneducation-series-at-sema/?#sthash .PXBtqi3e.dpuf To register for RDE sessions, visit www.scrs.com/rde. For more on SEMA, go to www .sema show.com
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 7
Women to Watch in GA: Body Shop Owner Adrian Wright
make you feel comfortable,” said Wright. When you think of auto body shops Wright runs the only black- and and mechanics, most of us think of female-owned certified paint and body that as being a man’s job. But one shop in the area. As the only woman local woman is changing that concept who works at her business – in an alentirely. ready male-dominated industry—she’s As you walk into the managing to become an infront lobby, the smell of spiration to many who work vanilla, inspirational sayings around her. on the doors, and the femi“She stays in a book or nine chairs are likely the last [on] a computer, or somethings you would expect to thing to have her knowledge. be here. Or to be learning something “When women do codifferent when it goes in to me here, I want them to feel the mechanic field,” said Adrian Wright. a sense of home and relaxMaurice Carpenter, emCredit: WJBF-TV ation. You know we have ployee at Wright One Paint plants; the color of the wall, I made and Body Shop. sure that it was something that was But it’s not just how she inspires very calming. Just everything I would in her shop that’s catching the attenwant when I go somewhere,” said tion of many. It’s what she does outAdrian Wright, owner of Wright One side of it as well. Paint and Body Shop. Several times a year, Wright Adrian Wright has owned the gives back in the best way she knows shop on Gordon Highway for nearly how: hosting school supply drives, 10 years. And while it’s a successful collecting clothes for the needy, and business on paper, she’s succeeding feeding those in her area who may even more with women. otherwise go hungry. “The days of women walking “You know it’s not easy being a into shops with grease stains on the business owner; there’s a lot of preswall, and a guy comes out with a sure. But when you can help somebody dirty shirt, you know, it really doesn’t else ,it kind of takes your mind off of it. by Barclay Bishop, WJBF-TV
8 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
It makes you feel a little bit better about, you know, how things are going even if they’re not going so great,” said Wright. “It’s real inspiring. Because no matter what, you never know what somebody is going through, where they come from, and things like that. And to be able to do that, and especially kids, or different families that may be in need of something... it is very inspiring,” said Carpenter. “You just have to watch her, you know? Just sit back and watch,” said Carpenter. Wright says her next endeavor is to create free automotive clinics for women.
We thank WJBF-TV for reprint permission.
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VA Body Shop Worker Wins $100,000 in Lottery Scratcher
Michelle Hendrickson is a very lucky person. The Norfolk woman, who described herself as a fulltime student, won the $100,000 top prize in the Winner Take All Scratcher game.
She bought her winning ticket at Farm Fresh, 1200 North Military Highway in Norfolk, VA. Ms. Hendrickson, who works in an auto body shop, said she plans to use her winnings to pay bills and go on a vacation. The odds of winning the top prize are 1 in 734,400. The odds of winning any prize in this game are 1 in 4.3.
Axalta Honored by Senator Tim Kaine, Virginia Governor, Congressmen and More On Labor Day, Axalta Coating Systems celebrated 35 years of operations at its Front Royal Virginia manufacturing plant with a program, festivities, tours and a barbecue for employees, their families, and local dignitaries. Front Royal’s celebration also coincided with Axalta’s 150th anniversary. “2016 is a celebratory year for Axalta,” said Mike Carr, Axalta’s president–North America. “We are thrilled to celebrate 35 years at Front Royal and Axalta’s 150th year of innovation. Our Front Royal team has not only produced exceptional products, but has also been a pillar in the community with its scholarship and mentorship programs. I am confident that the next 35 years will be just as stellar.” Built in 1980, Axalta’s Front Royal campus includes a manufacturing plant and a product warehouse that serves as a regional service center. Currently, more than 400 employees work there. The facility produced its first batch of paint in 1981 and currently manufactures and distributes millions of gallons of paint products for refinish and industrial customers. Brands manufactured at the plant include Cromax®, Spies Hecker® and Imron®. According to the company, federal, state and local officials participated in
the event, honoring Axalta with certificates of recognition to commemorate the event and the impact the facility has had on the regional economy and the surrounding community. “Axalta clearly understands the importance of educating today’s youth and reaching into the communities where
Lou Papa, plant manager, presents a cake that commemorates the 35th anniversary and Axalta’s 150th year of innovation. Credit: Axalta
you operate,” stated United States Senator Tim Kaine (D-VA) in a letter written to the company to commemorate the day. “I warmly applaud Axalta’s efforts and that of the Front Royal community for your commitment to education, economic growth and sustainability in the region.” “As we work to build a new Virginia economy, businesses like Axalta are essential to creating new jobs and
sustaining economic growth,” stated Virginia Governor Terry McAuliffe in a letter he wrote to Axalta. “Thank you for all that you do to strengthen Virginia.” Congressman Bob Goodlatte (RVA) and Congresswoman Barbara Comstock (R-VA) issued a Certificate of Congressional Recognition, which proclaimed, “For 150 years, Axalta has been a leader in the coatings industry. We thank Axalta for their commitment to providing employment and driving economic growth in the Northern Shenandoah Valley.” “We are excited to honor the great work that our employees have done for 35 years at our Front Royal plant and celebrate 150 years as a company,” said Lou Papa, Axalta Front Royal plant manager. “Our Front Royal family is so pleased to show off our facility to friends, family, and members of the community on this key milestone.” The program was followed by plant tours and activities for children such as laser tag, inflatables, face painting and a photo booth. In addition, the crowd was treated to truck displays by the Warren County Department of Fire and Rescue Services and vintage military vehicles by an Axalta employee. For more information, visit www .axaltacoatingsystems.com.
Auto Body Shop Gives Cars To Families In Need
by Chris Conte, NewsChannel 5 Nashville
An auto body repair shop in Mt. Juliet has been on a mission to get community members in need back on the road by giving away 11 cars to families nominated by others. Owner Jonathan Schmitt came up with the idea three years ago and has given away one car a year since
then. This year, the owner of A+ Automotive Repair received more than three thousand nominations for families in need and decided to grow the program. Schmitt has usually received the cars off impound; his mechanics have donated their time to get them repaired and running while he has donated the parts. “We don’t look at it as a hand-out, we look at it as a hand-up, trying to get a family back on their feet,” he said. Schmitt has planned to give away the cars the week of September 12. We thank News-Channel 5 Nashville for reprint permission.
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 9
Industry Invited to Collision Repair Education Foundation and Atlanta I-CAR Committee’s Back-to-Back Events This October
The Collision Repair Education Foundation (CREF) and the Atlanta I-CAR Committee will be hosting back-toback events this October, which the collision repair industry is invited to attend, participate in, and support. On Wednesday, October 19th, a ribboncutting ceremony will be held at Athens Technical College (Athens, GA) in recognition of the school’s collision program receiving a $50,000 Makeover grant made possible through the Atlanta I-CAR Committee’s local fundraising efforts. The event will take place from 2-4pm and will showcase how, through the local committee, the school was able to transform their collision program with new tools, equipment, and supplies. On Thursday, October 20th, CREF will host a high school and college collision career fair at Maxwell High School of Technology (Lawrenceville, GA). An anticipated 200+ students will be attending from all over the state of Georgia, looking to meet industry employers. Maxwell High School of Technology was a past recipient of a Makeover grant also funded by the Atlanta I-CAR Committee. According to CREF, shortly after the grant was
completed at Maxwell, the school’s collision program saw their collision enrollment double and their students win the state SkillsUSA collision repair competitions.
Georgia I-CAR state chairman and Farmers Insurance national APD strategy manager Gerry Poirier noted, “The ability to showcase one of the schools the Atlanta Committee has worked with to the industry as well as other school programs is critical to improving our industry’s vision and need for qualified collision technicians. The Career Fair is vital to showing support for the students electing to go to a Technical Program, as they will have numerous opportunities in a vibrant and growing collision career. I would like to thank the members of the Atlanta Committee for their dedication to helping our local schools become a great source for future collision technicians in the Georgia market. It would not be possible without that team and the support from our local industry partners.”
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CREF director of development Brandon Eckenrode said, “While these two events are focused around celebrating a newly-equipped Georgia school and showcasing career opportunities to students at another, the common factor with both of these events is the incredible group of industry volunteers that make up the Atlanta I-CAR Committee. This group regularly comes together, puts aside any corporate competitive differences, and work towards assisting the local collision students, instructors, and school programs. They are quickly approaching over $200,000 raised over the past several years, and these funds are being reinvested into their local collision programs. I would like to invite the industry to attend these events and come see what this group has made possible for these schools. I cannot thank and recognize this group enough for their collective efforts.” Industry members interested in attending the Athens Technical College ribbon cutting event can RSVP online. Companies looking to participate in the career fair are asked to contact Eckenrode at Brandon .Eckenrode@ed-foundation.org or (847) 463-5244.
Valspar’s House of Kolor Releases New Color Book
House of Kolor®, a Valspar Automotive brand, has unveiled its newest color books, complete with the Shimrin2™ Intermix System, select featured formulations and classic colors that the custom paint company is known for in the industry. The new book, available now to order, also includes more than 250 custom color samples and the following: ● Undercoats ● Solid Graphic Kolors ● Karrier Bases ● Shimrin2™ Effect Packs ● Kustoms Styling Kandy™ Basecoats ● Base and Effect Custom Stylings ● Urethane Kandy Kustom™ Stylings ● Factory Packs
“From the deepest candies to unique sparks, this color book offers the latest in color documentation for House of Kolor,” said Gina Mahan, brand manager of the House of Kolor line at Valspar Automotive. “Whether you’re a longtime refinisher or a weekend warrior, this color book will become an important part of your project, a must-have when you’re considering color for a vehicle.” To request a copy, visit: http:// www.houseofkolor.com/contact-us.
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 11
OSHA Cites Auto Parts Maker, Staffing Agency, for Repeated Violations According to OSHA, federal safety inspectors often find that permanent and temporary employees in the auto parts industry face common workplace dangers such as falls, amputations and electrocution hazards—a trend inspectors found continues at a Thomson, Georgia manufacturer of BMW, Mercedes-Benz, Fiat-Chrysler, Subaru and General Motors parts. Acting on a complaint and as part of the agency’s Regional Emphasis Program on Safety Hazards in the Auto Parts Industry, OSHA initiated another new inspection at HP Pelzer Automotive Systems Inc. in March 2016 and cited the company and a staffing agency it employs with 24 safety violations. Sizemore Inc., the staffing agency, had approximately 300 temporary employees assigned to HP Pelzer at the time of the inspection. In May 2016, the Augusta-based agency terminated its contract for reasons including safety concerns for its employees. HP Pelzer and Sizemore face a total of $704,610 in penalties. “Employers must ensure they provide safe and healthy working conditions—at all times—and not just during or immediately following an
OSHA onsite inspection,” said William Fulcher, OSHA’s area director in the Atlanta-East Office. “This is the third inspection of the HP Pelzer plant where OSHA has identified numerous hazards, many repeated, related to unsafe working conditions. Employees, whether permanent or temporary, should not have to be concerned whether they
■ Train employees performing work on hazardous energy sources.
■ Protect employees from thermal skin burns due to contact with hot metallic surfaces. ■ Ensure the repair or replacement of electrical equipment for safe operational condition.
■ Protect workers from laceration and amputation hazards due to unguarded machine parts.
will get sick, injured or killed while providing for their families. It is the employer’s responsibility to ensure a safe and healthful workplace.” OSHA issued 12 repeated citations to HP Pelzer for its failure to:
■ Develop, implement and utilize written procedures to prevent machinery from starting up during maintenance or servicing.
■ Conduct periodic inspections of the energy control procedures at least annually.
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The agency also cited HP Pelzer for eight serious violations for exposing workers to fall hazards, not providing electrical protective equipment and failing to train workers about electrical hazards related to their activities. OSHA issued four serious citations to Sizemore for exposing workers to fall hazards, not providing training on hazardous energy sources, exposing employees to amputation, laceration and electrical live parts. HP Pelzer Automotive Systems meets the listed criteria for inclusion in OSHA’s Severe Violators Enforcement Program, which focuses on recalcitrant employers that endanger
workers by committing willful, repeat or failure-to-abate violations. Under the program, the agency may inspect any of the employer’s facilities if it has reasonable grounds to believe there are similar violations. The companies have 15 business days from receipt of its citations and proposed penalties to comply, request a conference with OSHA’s area director or contest the findings before the independent Occupational Safety and Health Review Commission. The SVEP allows for an assessment of any new information obtained post-citation issuance that could change the citation and the employer’s proposed inclusion in the program. The citations for the two companies can be viewed at: https://www.osha.gov/ooc/citations/hp pelzerautomotivesystems_1133070.pdf https://www.osha.gov/ooc/citations/ sizemore_1133071.pdf
HP Pelzer employs approximately 10,000 workers across nine facilities in the U.S. and Mexico. The Thomson facility manufacturers car panels, dashboards and insulation products.
For more information, visit http://www .osha.gov.
ASA to Host Webinar on Automotive Safety Inspections, Technologies
The Automotive Service Association (ASA) will held a webinar on periodic motor vehicle safety inspection (PMVI) programs and new safety technologies in September. The webinar highlighted the value of these programs and how they continue to protect consumers, providing important information for shop owners, managers and anyone involved in offering vehicle repair services to consumers. Participants heard from industry representatives, vehicle repairers and ASA leadership sharing their views on the value of PMVI programs, with Robert L. Redding Jr., ASA’s Washington, D.C., representative, hosting the program. In addition, participants also heard more information about ASA’s third annual Vehicle Safety Inspection and Maintenance Forum, which will take place in the Houston area October 19. For more information, visit www.ASAshop.org or www.Taking TheHill.com.
Building Homes for Heroes Receives $2.1M from Advance Auto Parts and the Company’s Vendor Partners Building Homes for Heroes® and Advance Auto Parts, Inc. have announced a donation of $2.1 million, which will be used by Building Homes for Heroes to build or modify homes that will be gifted, mortgage-free, to veterans who were injured during the time of the wars in Iraq and Afghanistan. According to the company, the donation was made possible due to the fundraising efforts of Advance Auto Parts and its vendor partners. Advance held its 2016 Vendor Golf Classic on August 22 - 24 at the Pinehurst Resort in North Carolina. The event, now in its eighth year, has raised millions of dollars for charities. All funds raised at this year’s event, which totaled $2.1 million, benefitted Building Homes for Heroes. Vendor partners BBB Industries, manufacturer of CARQUEST starters and alternators; and Johnson Controls (JCI), manufacturer of Autocraft Batteries, were major sponsors of Advance’s 2016 Vendor Golf Classic. “Advance Auto Parts is one of our nation’s most generous sponsors for many of our severely injured vet-
erans,” said Andy Pujol, founder and CEO of Building Homes for Heroes. “I want to thank their team as well as their vendor partners for this year’s gift, which will help us achieve our goal to gift as many as one mortgagefree home every 10 days in 2016 and 2017. Together, we are building homes and rebuilding lives.” “Advance has been a proud supporter of Building Homes for Heroes since 2011,” said Tom Greco, president and chief executive officer of Advance Auto Parts. “Since that time, we are honored to have raised $6.5 million for this noble, patriotic organization that is helping to change the lives of our injured veterans and their families. This year marked another amazing event thanks to our vendors’ generosity.” At this year’s event, Advance was pleased to welcome United States Marine Corps Sergeant Kirstie Ennis, who spoke at the event on behalf of Building Homes for Heroes. Army Specialist Hugo Gonzalez and Army Sergeant Joel Tavera, both of whom received homes from the organization, also attended the event. Sgt. Ennis, who was severely in-
jured in Afghanistan and had her left leg amputated in December 2015 due to her injuries, will be gifted a home. At the Advance event, Pujol surprised Ennis by announcing that the land for her home had been purchased. The home will be located in Glennwood Springs, Colorado, where Ennis can continue her snowboarding career and training for the 2018 Winter Paralympics in Pyeonchang, South Korea. Ennis, who had never snowboarded before serving in the Marines, has been ranked as high as fifth in the world in women’s snowboard cross by the International Paralympic Committee. “The donation from Advance Auto Parts is amazing and will help change the lives of so many injured veterans and their families,” said Ennis. “These homes will rekindle relationships, strengthen families, promote healing, and allow independence. We as warriors want nothing more than to push past adversity and continue living a healthy and productive life. Thank you for helping to provide us with that opportunity. Thank you for helping us regain our independence.”
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 13
State Farm Mutual Automobile Insurance Accused of Failing to Provide Adequate Coverage
by Robert Creenan, West Virginia Record
A man is seeking payment from an insurer after a head-on automobile collision. Charles Hollibaugh filed a complaint in Ohio Circuit Court against State Farm Mutual Automobile Insurance Co. on Aug. 29 for allegedly failing to provide adequate accident coverage. On March 19, Hollibaugh alleges, he was involved in a crash with Terry Winkelman, who purportedly fell asleep while operating his vehicle, crossed the double yellow line, and struck Hollibaugh head-on. The plaintiff sustained a severe head injury from the crash, he alleges. Winkelman’s insurance provider is State Farm, but the damages sustained by the plaintiff are in excess of his policy limits, the suit alleges. State Farm made an offer to the plaintiff to accept Winkleman’s policy limits, but the plaintiff submitted a request to resolve the matter, which State Farm failed to make an adequate offer for, according to the suit. The plaintiff claims the defen-
dant breached its duty of good faith and fair dealing and improperly denied the plaintiff’s claim. The defendant continued to act in bad faith by requiring the plaintiff to litigate his rights to coverage, the suit alleges. The plaintiff is seeking all damages allowed under applicable law, pre- and post-judgment interest and costs, attorneys’ fees, and other relief the court deems just and proper. The plaintiff also demands a trial by jury. The plaintiff is represented by Michael G. Simon, Esq. and Kevin M. Pearl, Esq. of Frankovitch, Anetakis, Colantonio & Simon in Weirton. Ohio Circuit Court Case number 16-C-268 We thank West Virginia Record for reprint permission.
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Continued from Cover
AG Warns Consumers
see anyone else suffer down the road,” Cooper warned. “If you’re shopping for a car, be on high alert for flood cars.” To avoid buying a flood-damaged car, follow these steps: Ask the seller directly if the car has been damaged in any way, including by storms or flooding. Consider getting a complete vehicle history report using a service like CARFAX. Request a copy of the title for any used car. Check the date and place of transfer to see if the vehicle comes from a state that recently experienced flooding. Flood damage will only be disclosed on the title if the insurance company officially declared the car totaled. Have the car examined by an independent mechanic of your choice before you buy. Avoid buying a car over the internet if you haven’t seen it in person, especially if it is being sold in an area that recently experienced flooding. If possible, take the car for a test drive and remember to:
♦ Check for rust and mud in the trunk, glove box, and dashboard and beneath the seats.
♦ Look for rusty brackets under the dash and carpet, discolored upholstery, and mismatched carpet.
♦ Test electronics like headlights, windshield wipers, turn signals, power outlet, and radio.
♦ Run the heater and air conditioner, and look in the vents for signs of water or mud.
♦ Make sure all gauges on the dashboard are working accurately.
If you believe that you may have unknowingly purchased a flood-damaged vehicle, report it to the North Carolina Consumer Protection Division by phone, toll-free within North Carolina, at 1-877-5-NO-SCAM. Consumers can also get tips on auto damage disclosure and file a consumer complaint online at www.ncdoj.gov.
www.autobodynews.com C
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Continued from Cover
Alt-OE Parts
or blemished OEM parts that may or may not arrive “repaired.” Given that shops don’t always know what they will receive when they order such a part, the BAR said, consumers certainly won’t know what those term mean on an repair estimate or invoice. Shops in that state are free to use such parts, Ramos said, but they can’t use
those terms on the paperwork without more adequately explaining what is being put on the vehicle. “The BAR has no position on whether they are good or bad parts,” he said. “But the whole premise of [BAR requirements] is that parts are described in a manner the customer understands. So you need to find a way to explain it so the customer understands exactly what they’re getting. I would go so far as explaining: Are they getting the same warranty? Is it the same
type of part? Is it a blemished part?” A shop owner at the meeting told Ramos that at least some of the parts appear to be OEM, arriving in OEM packaging even if sold by a recycler or non-OEM parts vendor. In such instances, the shop owner asked, should they be listed on the estimate as OEM? “It’s hard for us to say exactly how to classify it,” Ramos responded. “You as a shop owner will have to decide what it is.” But another shop owner pointed
Regulator suggests shops take themselves out of the middle
The agency that licenses collision repair shops in California says shops too often put themselves in the middle of discussions that consumers themselves should be having with their insurance company. Representative of the California Bureau of Automotive Repair at NACE in August were asked about insurers refusing to pay for pre- or post-repair scans that some automakers have called necessary in recently-released position statements. “You as a shop owner need to take a step back and tell the consumer, ‘Your insurance company is not paying for this,’” Jaime Ramos of the BAR’s field operations and enforcement division suggested. “Tell them: ‘The manufacturer is saying we have to do it. In order to do it right, I need to do that. The insurance company is telling me no. How would you like for me to proceed?’”
16 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
Ramos said he can appreciate shops trying to go to bat for their customers with insurance companies. “But I guarantee you they have a little bit more leverage with their own insurance company that you do,” he said. “And if they don’t, then it’s their option. They can pay for it. Or you can document on the invoice that you requested to do it, the insurance did not want to pay for it, the consumer called the insurance company, and the consumer doesn’t want to pay for it either. Then if there’s any trouble codes in there, it’s going to be all on the consumer or the insurance company.” Ramos said he couldn’t speak to the necessity of the scans. “But certainly if a manufacturer found that there’s a need, that when you’re repairing a vehicle you should be doing that, I think that carries quite a bit of weight,” he said.
out that several automakers, including Toyota and General Motors at a meeting held in conjunction with NACE, have said they have no programs to sell OEM parts outside of their dealer network, and that only parts purchased through their dealers are “OEM.” “I think Toyota and GM just did you a favor, by telling you [that ‘altOE’ or ‘opt-OE’] is not OEM,” Ramos told shops at the presentation. Representatives of Honda and Mercedes-Benz earlier this year similarly said they have no involvement in the “alt-OE” or opt-OE” parts category. Ramos said he doesn’t anticipate the BAR will add those categories to its list of accepted parts terminology, given the ambiguity even within the industry about what such parts are. But neither, he said, is the BAR likely to put something in writing showing that those terms are not a recognized part category. Ramos said it’s just easier to list the acceptable terminology than to try to list all the potential unaccepted terms. Jack Molodanof, a lobbyist who represents the California Autobody Association (CAA), said the state’s insurance commissioner’s office is looking into the issue as well, but has not yet
taken a position. “If they do take a position similar to BAR, they are going to tell insurance companies to stop it,” in terms of pushing for the use of alt-OE or opt-OE parts, Molodanof said. “But they’re not there yet.” In the meantime, he cautioned
shops, stay in compliance with BAR regulations. “If the insurance company is telling you to do something, and you’re doing it and it violates BAR, the insurance companies are not going to be there for you, because the BAR doesn’t care about the insurers,” he said. “They
CCC offers help for California shops’ compliance with regs
California collision shops face some unique challenges in complying with Bureau of Automotive Repair (BAR) regulations, but one information provider is working to help shops meet those challenges. The California Autobody Association (CAA) worked with CCC Information Services to help give shops access within the system to some key BAR regulations, along with tips on how to use the system to meet those requirements. Shops, for example, need customer authorization not only at the start of repairs but also for any supplements as well. Within the ‘help’ application of CCC, shops now can pull up that requirement to review it. Adjacent to that
information is how shops can enter custom disclaimer information that will print on their estimate for the customer to sign. For a verbal authorization, the CCC help app explains, users can create permanent notes on every file, indicating when the customer was called, what phone number was used, and what was discussed. Those notes are date-andtime-stamped with the estimator’s name. CCC’s Mark Fincher said the BAR regulatory help is now in the CCC help app nationwide. CAA’s Don Feeley said CCC has agreed to share the information with the other two major estimating system providers to see if they wish to incorporate similar help in their systems.
care about you, and it’s your license that is at risk.” A number of industry leaders have said that if there’s pressure from shops and regulators in California on parts suppliers and the information providers to better define “alt-OE” or opt-OE” parts in that state, that may lead to some changes nationwide. John Yoswick, a freelance writer based in Portland, Oregon, who has been writing about the automotive industry since 1988, is also the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www .CrashNetwork.com). He can be contacted by email at jyoswick@Spirit One.com.
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NHTSA’s Proposed Rule on Recall Notification
The National Highway Transportation Safety Administration (NHTSA), released a proposed rule that would require manufacturers to notify consumers of outstanding recalls by electronic means in addition to first-class mail. By not specifying the exact method of notification, the rule allows for flexibility in the method of delivery. According to NHTSA, “electronic means’’ may include “electronic mail, text messages, radio or television notifications, vehicle infotainment console messages, over the-air alerts, social media or targeted online campaigns, phone calls, including automated phone calls, or other real time means.’’ The proposal would also allow NHTSA to require manufacturers to send additional notifications if the agency determines that an inadequate number of vehicles have been returned for remedy. To see the full text of the proposed rule, click here. NHTSA is currently requesting public comment on the proposed rule as a whole through Oct. 31, 2016. For example, comments could include the best “electronic means” to receive recall notices.
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 17
Shop Showcase KY Shop Pulls Its Weight for Local Special Olympics with Ed Attanasio
Randy’s Body Shop in Paducah, KY has been in existence since 1982, when Randy Wiersma opened his doors with just five people, including two co-op students from a local trade school. Randy’s wife, Dianne, ran the front office, and Randy jokes that his two young sons, Brad and Kyle, were also there as “part-time helpers,” with their principal roles being to interrupt production. Well, those two annoying little teenagers have been running the show at Randy’s Body Shop since 2008, repairing 80 cars monthly with a crew of 20 people. Brad is the vice president/GM and Kyle runs the backend. Brad’s wife, Vanessa, manages the front office, and hopefully one of Brad’s two sons, Cody and Clay, will eventually step up to make this a thirdgeneration business.
The annual Kentucky’s Big Brown Truck Pull in Paducah, KY gets sponsors from all over state and Randy’s Body Shop has been involved since its inception eight years ago. Credit: VUE Magazine
Randy’s Body Shop is proud to be serving the people of Paducah, and that’s one reason why they have never forgotten their connection to this small town of 25,000 people. If there is a local charity that needs some help and assistance, the Wiersma family is willing to help, because they really care about fulfilling their civic obligations to the community. Every year, Randy’s Body Shop works with the Special Olympics as part of Kentucky’s Big Brown Truck Pull, held every summer on Paducah’s Riverfront. This event has raised more than $300,000 since its inception eight years ago. The shop’s participation in the event is in honor of Kyle and Brad’s brother David, 32, who is a Special Olympics athlete. Funds raised
by the event are donated to the Special Olympics to provide year-round physical fitness opportunities for individuals in Kentucky with special needs. People from the surrounding areas come out for the Big Brown Truck Pull annually, where they watch teams from the community as they pull a large UPS truck 12 feet. “Whoever can pull it the fastest wins, and they always get a big crowd for the event,” Brad Wiersma said. “They have all kinds of teams competing, including a youth category, where they pull a UPS van instead of a truck.” With a brother who has been competing in the Special Olympics for many years, playing an integral role in the Big Brown Truck Pull is satisfying for the family in several ways. “It’s a big deal, and every time I see these athletes out there, it is definitely exciting,” Wiersman said. “Every year at the event, some Special Olympians get up and talk about how their lives have been changed by the Special Olympics, and if that does not get you going, nothing will. We have seen how the Special Olympics have enhanced David’s life, so we believe in it and love supporting it.” Brad Wiersma and his brother Kyle have succeeded in a tough business because they listened to what their father said and did as they grew up in the shop. “My dad always told us to watch our costs and never spend more than you take in,” Brad said. “Always leave money available to invest into your business and remember that the focus should always be on the customer.” His advice must have worked, because success for the shop came quickly and gradual growth followed. The senior Wiersma moved his shop to an 11,000 square foot building in 1991, and today, the business has grown into a multimillion-dollar operation. As Randy’s Body Shop continues to grow, Brad and Kyle are continually looking to improve the business. The shop began offering routine clinics beginning with a Women’s Car Clinic in 2010, and now they sponsor Young Driver’s and Parents Clinics that are offered in conjunction with local in-
18 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
surance providers to educate young drivers about the importance of proper vehicle maintenance. In addition, Randy’s Body Shop gained its certification for child seat installations, which makes it the first and only pri-
not why the Wiersma family supports the local Special Olympics via Kentucky’s Big Brown Truck Pull. “It does help, because people see us out there and they often mention it when they bring their vehicles in here to be repaired,” Wiersma said. “We all win by doing these types of things, and if we get a few more cars as a result--I won’t argue with it. But that’s not why we do it, and I think most people realize that it’s all coming from the heart!” Brad’s father opened his shop 34 years ago, more out of necessity than anything else. He kept destroying his The money raised from the event goes to the local Special own vehicles, so he figured Olympics and several teams consisting of Special Olympians that if he could fix them himalways compete in the pull. Credit: VUE Magazine self, he could save some serivate organization in Paducah that is ous cash. Dad must be proud of the certified to offer car seat installations. fact that his sons have continued his Doing charity work helps to bring legacy while giving back to organizamore business to the shop, but that is tions like the Special Olympics.
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Houston in Top 3 List of Cities with Most Auto Insurance Fraud by Amy Davis, KPRC-TV, Reporter/Consumer
L.A., New York and Houston—you might think we’re hanging with the cool crowd when you hear we all made the top three in a recent study, until you hear it was for cities with the most auto insurance fraud. “We knew that this was a problem in Houston,” Fred Lohman, with the National Insurance Crime Bureau, said. Lohman said the fraud in our area begins at the scene of car accidents with the tow. “The goal is to get the car to the shop,” he said. Not just any body shop. KPRC Channel 2 News found tow truck drivers steering accident victims’ vehicles to body shops of the wrecker driver’s choice, not the customer’s. “Did you tell the tow truck driver where you wanted him to take your car?” Davis asked Doris Babineau, who was involved in a car accident. “No, he volunteered,” she answered, talking about the tow truck driver who drove up on the scene. “’I’m gonna take it to a good place, and we’ll be sure (to) guarantee that your car will be fixed,’” she said he told her.
KPRC 2 News discovered that the tow truck driver who took Babineaux’s 2014 Nissan Altima to Collision King on West Tidwell was paid handsomely to do so. We obtained an incentive sheet the body shop and storage lot owner passed around to Houston wrecker drivers, advertising that he’ll pay them $600 for every car 2013 and newer they tow in. They’ll get another $400 if the body shop makes repairs to the vehicle, and a $100 bonus if the wrecker driver brings the customer along to sign for the repairs. That’s a $1,100 incentive for tow drivers to bring cars to his shop instead of where the car owner wants them to take it. “Once that happens, and it gets to the body shop or the storage facility, then all the fees start mounting,” Lohman told Davis. And they did. The day after Babineaux’s accident, she decided to take her Altima to a Nissan dealership for repairs instead. Just to get her car from Collision King, the body shop demanded $1,619.31.
“You think $1,600 for doing no work on this vehicle and having it less than two days is fair?” Davis asked Collision King owner Allen Suleiman. “In a sense, yes,” he replied. “In what sense is it fair for me to pay $1,600 when you did nothing to a vehicle?” Davis countered. “Well, remember you got about $600 worth of storage fees, because the minute it comes here, you got a tow bill,” he said. But there are no towing charges listed on the bill. Instead, there is a $245 pay out fee, a $250 admin fee, a $240 preservation fee, a $250 transfer fee and a $500 steering fee. Davis asked Suleiman what the steering fee is. “That’s when an insurance company – when a customer wants to do business with us and the insurance company forces them to take it to their shop. That’s what the steering fee is,” he said. Did you get that? The steering fee is charged to penalize the insurance company when the customer takes their vehicle somewhere else.
“It’s the consumer that gets hurt on this stuff,” Lohman said. “They’re the ones really paying the price.” Even if you’ve never been in an accident, you’re paying for it in your premiums. None of the fees, not even the bounty paid to wrecker drivers for cars, are illegal. It’s why Houston police and the insurance industry are asking Houston city councilmembers to regulate body shops by setting limits on fees and requiring the businesses to give customers a written estimate before any work on a vehicle is even started. “City ordinances can certainly address the problems,” Lohman said. “That’s what local government should be doing in protecting its constituents.” HPD tried to get council to pass similar changes five years ago with no luck. They said they’re hoping this time around they can get enough support to push it through.
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Honda Certifies 700 Shops
long, but we kept telling them this is the future. This is not a fad like the hula hoop, it’s going to be the way of doing things from now on. Every car manufacturer in this country has some form of a certification program, so this is obviously the direction where the wind is blowing right now.” Seven hundred shops saw the light eventually, but it took a little stiff competition to get a few latecomers into the fold, Ledoux explained. “Some shops looked down the street and saw their competitors with their ProFirst plaques and they decided that they needed to do the same. They didn’t want to be left
out, so they did what they had to do in order to be in the program.” To qualify for the Honda ProFirst program, shops have to meet certain knowledge and skill requirements and maintain an I-CAR Gold status. They have to use the proper equipment and their people have to be highly trained. Technicians must complete Honda/ Acura specific I-CAR classes and shops also have to meet a list of requirements and pass an independent party inspection to get in, according to the American Honda ProFirst website. With a plethora of shops that are currently working toward meeting the program’s requirements, what can Ledoux tell them? “If you really want to be in the program, we are willing to help you in any way we can. The one
part of the process seems to slow down when it comes to the training component. They need to be I-CAR Gold or a VeriFacts VQ or Medallion shop, and that is something that can’t happen overnight. They can get the welder and are willing to do everything else, but completing the right training or becoming a VQ or Medallion shop seems to be an obstacle for some shops. So if you ever have any questions, just contact us and we will work with you, because we want good shops in the program if they qualify.” To support their ProFirst shops all over the country, American Honda has 10 reps visiting shops on a regular basis. “We have some of the best people in the industry out there in the field, and many of them are former
parts directors or long-term American Honda employees. They are always out there looking for top shops in each region to be in the program, but we always want to do a careful inspection of the facility before we start the conversation. We are looking for the best of the best.” Although American Honda is shooting for 1,200 members (which is roughly 4% of all the body shops in the U.S.) there are also geographic limitations and some regions that are already full. “At the beginning of this program, we devised a system to make sure that there aren’t a bunch of ProFirst shops in one region, and now some of the smaller markets are full. We don’t want to be like Starbucks, with a location on every corner. Unfortunately, some shops came to the party a little late, so they’re now on a waiting list.” Once a shop successfully does the work to become a ProFirst shop, the next step is leveraging the strength of the certification through internal marketing and other efforts, Ledoux said. “We recently had Michael Anderson from Collision Advice talking to some of our ProFirst shops and he told them basically that acquiring the certification is just the beginning. Putting that plaque in a prominent spot in your shop, mentioning the certification in your ads, etc.—these are all things you should do to get real value out of your role in the program.” Ultimately, any certification program, including American Honda’s ProFirst, does not bring you cars to repair unless you do your part, too. “Some members will call us and ask, ‘How many cars did you bring us last year?’ and we tell them, ‘This is not a DRP.’ We do get referrals for our shops, and consumers find them on our website, but I tell people that certifications set the table and then you need to do the rest. The insurance companies may drive cars to these shops, but it is up to the shop to retain these customers and get referrals from these customers by leveraging their status as a ProFirst shop.”
Your leading source for SOUTHEASTERN Collision Repair News! southeastern.autobodynews.com
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 21
Sub-water: Flooded Cars Overwhelming by Ken Stickney, The Daily Advertiser
The destruction of some 100,000 vehicles—maybe more—due to recent flooding may have left the southern Louisiana automobile market out of balance.
Credit: Scott Clause/The Advertiser
Bob Giles, owner and operator of Giles Automotive in Lafayette, said on September 6 that area auto dealer business is brisk, but many customers who lost their vehicles to high water in the unnamed August 11-13 storm have no trade-in vehicles to offer when making their purchases, leaving some dealers short of available products in their used car lots. That situation may affect auto dealers far beyond Louisiana, he said. “It’s tough to get pre-owned vehicles into the lot,” he said. Automotive News has reported that more than 100,000 insured vehicles were flooded in the August storm,
more than 100,000 people have filed for flood aid, and more than 60,000 homes were damaged or destroyed. Vehicle flooding was most destructive to electrical systems, said Thomas Huffman, owner of Any Body Towing in Lafayette. He said other damages included water in motors and in the exhaust and intake systems. “They are total losses,” he said of most of those vehicles. Huffman said wreckers continued to tow vehicles recently that were previously unreachable because of flooding that persisted in some neighborhoods. He said he was reluctant to send his own trucks into high water because he did not want them damaged. Giles said the “vast majority” of vehicles that were caught in the flood have been totaled. He said Giles Automotive gave free inspections for flood damage; if vehicles could be salvaged, he said, the company is willing to help restore the vehicle. Roszell Gadson, a media specialist for State Farm Insurance, said his company has processed some 19,000 flooded vehicles in Louisiana, most of them total losses. Every vehicle is different, but electronic damage can propel the cost of repairing a vehicle beyond its actual value. That’s when insurers set-
22 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
tle, he said. According to Gadson, if a vehicle can be repaired, it may go to a certified mechanic for work. If it can’t be repaired, the insurer will likely send it to a salvage vendor, perhaps to be broken down for parts. Oftentimes the vehicles are sold for scrap metal. Damaged vehicles have caused some concerns, Better Business Bureau
Credit: Scott Clause/The Advertiser
of Acadiana President Sharane Gott said. In a column published Tuesday, September 6, she cautioned consumers to beware of flood-damaged vehicles. Gott offered these tips for avoiding the purchase of a flood-damaged vehicle:
♦ Check the title to make sure the car is not marked “salvage,” which would indicate it came from a flood-affected state.
♦ Check gauges, lights, wipers, turn signals, radio, heater and the air-conditioner several times. ♦ Check the trunk, glove box and under carpeting for musty smells that indicate flooding.
♦ Get a pre-purchase inspection from a trusted mechanic.
Giles said reputable dealers would not resell a flooded vehicle. But he cautioned, “less-than-honest people will buy from a salvage yard,” and repair branded vehicles for resale. Louisiana cars have been sent out of state, where they may get new titles that obscure the fact that they have been flooded, he said. His business has to be careful that vehicles that customers offer as tradeins have not sustained previous flood damage, Giles stated. Some customers are unaware that their comprehensive vehicle insurance includes flood coverage, unlike private homes that require additional coverage for floods. “If you have comprehensive insurance, flood (insurance) is not an addon,” he said. We thank The Daily Advertiser for reprint permission.
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 23
24 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
Caryville Gets 63 Jobs From New Auto Supplier in Former A&S Steel Facility by Chambers Williams, The Knoxville News Sentinel
Telos Global, an automotive parts supplier, plans to invest $32 million and hire up to 63 people to make auto body structural components in the former
Rick Teague, CEO of Telos Global manufacturing in Caryville, Tenn., speaks to a gathering of local officials and others during an announcement of the company’s plans to invest $32 million and hire 63 people for the new auto components plant, which is taking over the former facility of A&S steel buildings. Also attending the event were Tennessee Economic and Community Development Commissioner Randy Boyd, second from right, and Campbell County Mayor E.L. Morton, far right. Credit: Chambers Williams III/News Sentinel
A&S steel buildings plant in Caryville, the company announced Friday. The new plant’s CEO, Rick Teague, said before a formal announcement at the facility Friday morning that the company bought the property from A&S in January, and has been doing preliminary work in the building since March. Telos is taking over the 190,000 square foot former A&S manufacturing plant, as well as the adjacent 17,500 square-foot office complex that housed the A&S administrative staff. The site is along Tenn. 116 between Rocky Top and Caryville, alongside Interstate 75, in the Ridgewood community of Campbell County. State-of-the-art equipment for the Telos manufacturing process will be shipped from Germany and installation will begin in September, with a March 2017 startup of production planned, Teague said. While the company eventually expects to employ up to 63 people, 15 are already on the payroll, and there will be about 40 workers by the end of 2017, he said. During the announcement cere-
Campbell County native Rick Teague, CEO of the new Telos Global auto components plant opening in Caryville, stands in the facility on Friday, Aug. 26, just prior to anannouncement of the company’s planned $32 million investment in the former A&S steel buildings factory. Credit: Chambers Williams III/News Sentinel
“I want to thank Telos Global for choosing to locate its new facility in Campbell County,” Boyd said. “Tennessee has over 118,000 automotive workers in 924 loca- tions throughout the state, and it speaks volumes to our strong automotive sector when a company like Telos Global selects Tennessee.” Established in March, Telos Global is a joint venture between Teague and Eisenmann Corporation US. A&S, part of Houston-based NCI Building Systems, closed its Caryville operation in early 2015, putting 164 people out of work. It was part of an
mony, Teague said the company looked “all over this country and in some other countries” for a location for the new operation, but ultimately chose Campbell County because Teague is a native of the area. “I graduated from a local high school here, and I’ve been living in Jacksboro the past The former A&S steel buildings manufacturing plant on three years,” he said. “This is Tennessee 116 between Rocky Top and Caryville will be sort of a homecoming for me.” taken over by German auto parts supplier Telos Global, Randy Boyd, the long- which plans to invest $32 million and hire up to 63 people to make structural components for auto bodies. The move time Knox-ville entrepreneur was announced at the facility on Friday, Aug. 26. Credit: who is Tennessee’s commis- Chambers Williams III/News Sentinel sioner of economic and comeffort to consolidate NCI’s Tennessee munity development, was on hand for facilities. The company also makes Friday’s announcement, along with steel buildings in Elizabethton and Campbell County Mayor E.L. MorLexington, Tenn. ton and other local and state officials.
Mitchell Appoints Jack Rozint as VP of Sales & Service for Auto Physical Damage Business Unit
Mitchell International has announced “Mitchell is deeply committed to that Jack Rozint has joined the com- continuing to strengthen its APD busipany’s Auto Physical Damness, and Jack’s passion for age (APD) business unit as the collision industry fits vice president of sales & well with our vision of emservice, repair. An industry powering better outcomes veteran, Rozint has more for our clients,” said Debthan 20 years of information bie Day, EVP & general service experience in the manager, Mitchell APD Soauto claims and collision inlutions. dustries. Most recently, he Rozint is the current Jack Rozint was with consulting firm chair of the CIC Emerging RepairCar.com. He served in senior Technologies committee, which exmanagement positions with Robert plores the challenges of diagnostics in Bosch, Ensera, and CCC Information the collision repair process. This poServices. Rozint brings a successful sition compliments Rozint’s careerrecord in sales and marketing leader- long service includes serving as a ship, new product design and launch, founding board member of the Colliand strategic planning to Mitchell. He sion Industry Electronic Commerce will lead the company’s North Amer- Association (CIECA) and on numerican sales and service initiatives in the ous Collision Industry Conference collision repair industry and related committees including Data Privacy, segments. eCommerce and Repair Standards. www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 25
I-CAR and ASE Announce Collaborations that Align and Build on Training, Curriculum, and Certification I-CAR and ASE have been working for more than a year and a half in close collaboration on a set of high-impact joint initiatives for the benefit of technicians, students, schools and the industry. I-CAR CEO and president John Van Alstyne and ASE president and CEO Tim Zilke made a series of announcements at the 2016 NACE/ CARS
Conference and Expo in Anaheim, CA. The collaboration announcement was made at the Collision Industry Conference meeting at the Anaheim Marriott Convention Center. The organizations worked to collaborate to better recognize investments made in I-CAR training, related industry work experience, and ASE certification testing accomplishments. As a result, ASE will now recognize I-CAR ProLevel®2 or 3 Platinum™ status to satisfy the requirements for ASE collision repair and refinish work experience. I-CAR will now grant two credit
hours toward Platinum annual training requirements for technicians who hold an ASE Collision Repair certification. According to I-CAR, this collaboration will eliminate redundancy for technicians who seek to earn both designations, reduce the total training time and reduce the time required to earn those designations. A second important need for the organizations was to better collaborate in relation to curriculum and accreditation for career technical school collision repair programs. The collision repair industry defines training standards for these programs through NATEF, the National Automotive Technicians Education Foundation, which accredits those programs that meet the standards. In 2012, I-CAR launched the Professional Education Program Education Edition™ (PDP-EE) to align the collision repair training delivered by schools with the training I-CAR delivers to the rest of the industry. To alleviate any misperception within the industry that NATEF's Collision Repair and Refinish Standards task list and I-CAR’s PDP-EE were not aligned, or that schools that sought
NATEF accreditation could not use PDP-EE, the organizations worked to clarify the alignment and remove any related barriers. A review conducted by both organizations confirmed that I-CAR’s Professional Development Program – Education Edition curriculum aligns with NATEF’s Collision Repair and Refinishing Standards task list. The newly updated “Official ICAR CTE Curriculum Crosswalk to the NATEF Collision Repair and Refinishing Standards task list” documents this alignment, and the Crosswalk will be available from both I-CAR and NATEF. With this collaboration between I-CAR and NATEF, schools that are using, or wish to use, the PDP-EE curriculum will find it easier to match the NATEF task list. This will benefit collision repair and refinish programs, instructors and students. It will improve these programs and encourage them to use the I-CAR PDP-EE ProLevel® 1 curriculum and become NATEF accredited. Students will now be able to graduate from NATEF accredited programs
with I-CAR’s Platinum recognition and the ASE Collision Repair and Refinishing Student Certifications. “It’s important to know that through these collaborations, one doesn’t replace the other,” said Van Alstyne. “Rather, I-CAR and ASE programs work together synergistically.” Zilke added, “The combination of I-CAR training, NATEF program accreditation and ASE certification bring our industry full circle for finding and creating world-class collision repair and refinishing technicians.” Additionally, I-CAR is offering training classes at the ASE Industry Education Alliance Instructor Training Conference every year and will present the first-ever I-CAR Collision Repair/Refinishing Technician of the Year Award at the ASE Fall Board Meeting. “This partnership approach to aligning and building training and curriculum will help advance the role of education and knowledge across the collision repair industry, and elevate the impact of recognition for technicians who have earned both I-CAR and ASE designations,” a statement from ICAR read.
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WyoTech Graduates Alumni Reception
2016 SEMA Show
Wednesday, Nov 2nd – 6pm – 8pm North Hall – Rm N236 “WyoTech Alumni Association” Kickoff!! Network with Alumni from across the U.S. Share your Success Story www.wyotechalumni.com WyoTech SEMA Booth # 23893 26 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 27
From Refugee to Top Technician: The Duc Huynh Story by Ed Attanasio
He looks forward to his I-CAR classes, reads repair manuals during his free time, and pursues as many certifications as he possibly can. Whenever there is a tough technical question at the shop, they immediately call upon him, and for the past decade, he has been mentoring and training young body technicians. His name is Duc Huynh, and he recently celebrated his 26th year as a body technician at Anderson Behel in Santa Clara, CA. His credentials are impressive and his story is amazing, especially when you find out that Huynh is a Vietnamese refugee who did not know how to speak, read, or write in English when he came to the U.S. at the age of 15 three decades ago. Today, Huynh is a star at Anderson Behel—the only body shop he has ever worked for. The shop’s owner, David Mello, remembers the first time he met Duc and decided to add him to his team. “He came to us from the Central County Occupational Center (now
known as the Silicon Valley Career Technical Education Center) in San Jose after graduating from high school in 1989,” Mello said. “After inter-
that he would excel in the job, and he has proven us right again and again. It is a delight watching him grow as a technician and embracing all of the
Duc and David Mello, the owner of Anderson Behel. Duc says that other shops try to recruit him, but he will never work for another shop, regardless of how much money they offer him
viewing a few prospects, we decided to pick Duc. He had a great attitude that was like ‘I can do this.’ We sensed
28 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
training and education that is offered to him. Everyone here enjoys working with Duc because he is always in a
good mood and has a great sense of humor.” Huynh’s family came to this country in the early 1980s, but it wasn’t exactly a slam dunk. With his parents, two sisters and three brothers in tow, his family escaped Vietnam and fled to Thailand. But they were detained there and stuck in a refugee camp for almost two years, until divine intervention changed everything. “We were basically stuck there in this camp and there was no hope, really,” Huynh said. “It was scary, especially for a teenager like me. The food was terrible you had to pull garbage and dirt out of it before you could eat it. Then one day, the Pope came to visit us at the camp. He gave us all a signed picture of him and he spoke to us.” The national publicity created by Pope John Paul II’s visit led to several countries stepping up and offering the refugees in Huynh’s camp asylum. Since Huynh’s father had worked with the U.S. government during the war, they all ended up in San Jose, CA, where Duc began attending Santa Teresa High School almost immediately.
“I could not speak, read or write English, but they stuck me in normal classes and I sat there, staring at the wall,” he said. “We had no schooling in Vietnam during the war, so I was way behind for my age. I got straight F’s that first year, but slowly I learned English and improved. I learned a lot watching TV, to be honest.” Huynh’s achievements as a tech are represented by his impressive array of training certifications. He is an ASE Certified Master Body Technician, I-CAR Platinum (Both NonStructural, Structural and Aluminum); OEM Certified for Porsche, Nissan GT-R, and Cadillac CT6 and has served as an AYES Mentor for CCOC (now SCTVE) intern students for more than 10 years. Currently, Huynh is working closely with the shop’s newest trainee, Armando Gonzales, according to David Mello. “Armando came to us as a referral from Bob McTaggart, an instructor at SVCTE. We will have him work with each journeyman for at least one month during his internship with Duc. To give him a well-rounded exposure to all of that we do in the metal department at Anderson Behel, Armando will learn about every aspect of
the industry.” Once his apprenticeship with Huynh is completed, Gonzales will begin to work on his own, with jobs assigned directly to him. Next June,
Huynh does not hesitate when asked to mentor students at Anderson Behel, even though it requires a lot of time, attention, and TLC. “I show them the right way because it is really
Duc Huynh is currently mentoring Armando Gonzales (left), a recent tech school graduate who is learning the collision industry at Anderson Behel in Santa Clara, CA
the shop will likely take on another trainee from SVCTE in an attempt to continually grow their own technicians while providing careers for local students from the South Bay, Mello explained.
the only way to fix these cars,” he said. “I teach them the most important things, like being on time and taking pride in their work. You better have some knowledge if you want to make it in this field. I teach them and then
they leave, but it is satisfying because now a few of them have careers in this industry.” With qualified body technicians in huge demand, Huynh gets calls from competing shops every once in a while. “Yes, they go Duc hunting,” he said with a laugh. “But, I would never think about leaving here. David Mello gave me a chance and sure, somebody can offer me a few more bucks, but what about loyalty? We have a great crew here and a boss who takes care of us. He cares about me and my family, and I will never forget that.” What does Hyunh consider his greatest accomplishment, and what does the future hold for him? “Both of my daughters are going to graduate from college, the first people in my family to do that,” he said. “They are top students and I think they are going to have good careers. For me, I just want to get better at my job and help people our customers, young people who want to get into this business, and everyone else here at Anderson Behel.”
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 29
AAPEXedu Announces 2016 Service Professionals Program
This year’s AAPEXedu (Automotive Aftermarket Products Expo Education) Service Professionals Program is designed to help automotive repair shops connect with today’s tech savvy customers and stay ahead of the curve on key issues affecting their businesses. The Service Professionals Program education lineup includes: ● Shift … Selling to a New Generation of Tech Savvy Customers
● Understanding and Strengthening Your Brand (two-part program)
● Synthetic Oils: Rejuvenate Your Maintenance Service Business
● Achieving Service Excellence in Today’s TPMS Market
● Induction Systems Diagnosis and Repair ● 15 Seconds to Yes!
● Self-Driving Cars: Car Sharing and New Users to Increase Vehicle Usage and Mileage ● Attention to Detail: Make Brake Service More Efficient and Profitable
The Service Professionals Program, sponsored by MAHLE Aftermarket Inc., (Booth 2661), will take place on Thursday, November 3, at the Sands Expo in Las Vegas. In addition, several sessions in the AAPEXedu program on Tuesday, November 1 and Wednesday, November 2 will benefit service professionals. The AAPEXedu program includes sessions on sales and purchasing, marketing, branding and customer relationships, industry trends and connected car opportunities. The Service Professionals Program and all sessions in the AAPEXedu are offered at no cost to AAPEX attendees. Sessions are accredited by the University of the Aftermarket toward the Automotive Aftermarket Professional (AAP) and Master Automotive Aftermarket Professional (MAAP) designations. Attendees are asked to register for AAPEXedu sessions, as some classes have limited seating and fill up quickly. To register, visit www .aapexshow.com/newse. In addition to the AAPEXedu sessions, this year’s Service Professionals Program will include AVI technical training and the Automotive Service Association (ASA) management training on Monday, October 31 and Tues-
Collision Repair Education Foundation Announces Support From Driven Brands
The Collision Repair Education Foundation (CREF) has announced a commitment of $40,000 from Driven Brands to support the Education Foundation’s upcoming collision career fairs around the country, which connect high school and college collision students with potential employment opportunities. Driven Brands will participate in the second annual Cars, Careers & Celebrities Expo on September 16th at the Chicagoland Speedway, attracting collision and automotive students from the Midwest and beyond. In addition to the Chicago event, Driven Brands will be participating in the Education Foundation’s fall career fairs taking place in Minneapolis, Boston, Atlanta, Columbus, and will have access to the hundreds of collision students’ resumes that will be collected by the Education Foundation. Jose Costa, group president of Driven Brands’ Paint and Collision division said, “By partnering with CREF, we’re able to connect with aspiring technicians, relay the benefits of work in the paint and collision industry and share success stories of our franchisees.” CREF director of development Brandon Eckenrode noted, “I would like to thank
Driven Brands for joining the Collision Repair Education Foundation in our efforts to not only support high school and college collision school programs but also connect their students with employment and career opportunities. Through their support, we will be able to continue and enhance our efforts in ensuring that graduate students are ready for entry-level employment within the industry. Through their participation in our events, Driven Brands can showcase their opportunities around the country. We thank them for their support!” CREF’s collision career fairs are open to all industry members. Sponsorship funds raised through these career fairs assist the organization’s efforts in ensuring that collision school programs provide the tools, equipment, and supplies needed to graduate qualified and skilled entry-level employees. Industry members interested in participating in the career fairs and meeting with high school and college collision students are encouraged to contact Eckenrode at Brandon.Eckenrode@ed -foundation.org or (847) 463-5244 for sponsorship and participation information.
30 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
day, November 1. There is a separate registration fee to attend these training programs. To learn more about ASA’s program, visit www.aapexshow.com /asa. For more about AVI’s program, visit www.aapexshow.com/avi. The NASTF Fall 2016 General Meeting on November 2 at the Sands Expo/Venetian Hotel will round out this year’s Service Professionals Program. According to event organizers, AAPEX 2016 is expected to feature more than 2,200 exhibitors and 45,000 targeted buyers. Approximately 160, 000 automotive aftermarket professionals from more than 140 countries are projected to be in Las Vegas during AAPEX. AAPEX represents the $328.2 billion global aftermarket auto parts industry and is co-owned by the Auto Care Association and the Automotive Aftermarket Suppliers Association (AASA), the light vehicle aftermarket division of the Motor & Equipment Manufacturers Association (MEMA).
For more information, visit www.aapex show.com.
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ASI Recognized as I-CAR Gold Class Business
Audit Services Incorporated (ASI) has announced its achievement of obtaining I-CAR Gold Class business status, the highest recognition for training available in the collision repair industry. “The I-CAR Gold Class designation provides our clients with confidence that ASI is committed to ensuring our employees achieve the highest level of training available,” said John Hall, president of ASI. “It is a symbol of our commitment to provide distinctive quality and unparalleled customer service.” Today’s vehicles are increasingly more sophisticated, featuring an ever-growing number of components, parts and advanced lightweight materials. resulting in repair procedures changing significantly from year to year, making current repair knowledge critical for the achievement of complete, accurate estimating and quality repairs. “We are honored to be named a Gold Class business,” said Hall. “ASI is committed to providing best-in-class services....best practices, an accurate estimate and, ultimately, safe vehicle repairs.” For more information, visit http://www .asiclaims.com.
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Kernersville Chrsyler Dodge Jeep Ram
Ph: 888.314.7278 Direct: 336.564.0259 Fax: 336.996.0742 www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 31
Educational Seminars Institute Helps NACE Attendees Prepare for the Unthinkable by Victoria Antonelli
Speaker Maylan Newton began his presentation with a personal story about how one moment changed his life, and how shop owners can prepare for when illness, accidents, injuries, family issues, or even death strikes. “I try to use the lessons I learned in a very hard way to prevent other people from having that happen,” said Newton. Newton presented his seminar “It Happens! But Will Your Business Survive It?” during the 2016 NACE | CARS Expo and Conference, which was held in Anaheim, CA from August 9-13. On December 30, 2014, Newton, owner of Educational Seminar Institute, crashed his motorcycle while having a small stroke, also known as a Transient Ischemic Attack (TIA). He broke his left collar bone and seven ribs. Only days later, on January 2, 2015, he suffered from an Ischemic Stroke in his occipital and temporal lobes. The doctors told his wife and two children that he may not make it through the night, and if he did, he
would most likely be a “non-functioning person” for the rest of his life. Newton defied the prognosis, and after spending a month and a half in the hospital, he was finally released on February 14, 2015. He endured four more months of strenuous physical therapy and recovery before speaking
Maylan Newton riding his motorcycle
about his experience at trade shows and conferences across the United States. “Even though a TIA is extremely preventable, it causes 180,000 deaths per year in the United States and is the number one cause of adult disabilities,” explained Newton. He said the stress, along with the nature of his job, caused him to put his
32 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
health on the back burner. The business owner started out as a technician, before “accidentally” becoming a service writer in the early 80s. “I complained to the shop owner about the service writer we had at the time, and the next morning he fired him and hired me,” he explained. “Even though I have no problem talking to people, I knew I still needed to be trained on how to make and close a sale along with other formalities.” Newton began training with the late owner of Educational Seminars Institute and started working for him full time in 1983. After the owner died from a heart attack in 1998, Newton took over his business in 2000. “My job required a lot of traveling, and when you’re on the road, eating right and exercising is very difficult,” he explained. While in the hospital, Newton’s wife said something to him that changed his life. “She said, ‘My number one fear has happened,’ and I asked, ‘What was that?’ to which she responded, ‘I have a business I know nothing about that I’m responsible for and it provides in-
come for my family.’” Newton said that was when he realized, “this is the biggest failure I ever could’ve had for my family.” So how exactly do you prepare for a catastrophe of such epic proportions?
Maylan and his daughter pose for a selfie during his hospitalization
“You have to recruit people whom you can trust,” Newton stressed. While he was in the hospital, his wife would bring him his cell phone. He would talk to his employees for 30 minutes daily, which left him physically exhausted.
“I told them, I trust and love you guys like family, so just make the right decisions and we’ll figure it all out later on,” Newton said. “During that time, the company actually gained clients, and did not lose a single one.” There was only one other person in the company who did presentation work. During that six month period, he covered all of Newton’s presentations along with his own, causing him to travel twice as frequently. The only presentation he wasn’t able to cover was one that he and Newton were supposed to do together. “I hired a young man to cover that presentation; I had never met him before and only had one hour-long phone conversation with him to go over how I usually conduct my seminars,” Newton explained. “He ended up doing a phenomenal job.” Educational Seminars Institute did not miss one presentation commitment during that six month period. “The biggest problem I see amongst small business owners is EGO,” Newton said. “You have to let your employees take the lead and make mistakes.” Other pointers that Newton went over in his presentation included: ♦ Share your business philosophy with
employees and provide training
♦ Set clear expectations for every position through operation manuals that include processes and procedures
Another question business owners should know the answer to is: What do employees need in order to operate the business? A list of the following with contact information:
Vendors • Parts • Sublets • Towing • Glass • Rental cars
References • Repair information sources • Hotlines for technical assistance
• Passwords, usernames, secret questions and answers • Accounts payable • Accounts receivable
Who does what? • Who’s in charge of payroll? • When is payday? • What do we / do we not work on? • What methods of payment do we accept? • What is the end of day closing process?
Employee Profiles: • Individual strengths and weaknesses • How are they compensated? • What are their job duties / responsibilities? • Any unique circumstances agreed upon?
Newton ended his presentation by reminding attendees to think about their family and business first, and how much both entities would be affected by their temporary, or sometimes permanent, absence. “Every time I do that presentation, either by the end of class or the next day, four or five people email me, hand me notes, or call me and say that
the class changed their life,” he said. “They think about business differently, and they’ve started making personal health goals.” Newton also shared that he now walks six miles a day to stay active and maintain his health. He has also developed a workbook for shop owners to have on file in case employees need to run the business. Those interested can receive a copy via email by contacting esi@esiseminars.com. For more information on Education Seminars Institute Automotive Management Specialists, contact (866) 526-3039 or visit their website at www .esiseminars.com
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 33
IAnet Selects CCC ONE® Appraisal Platform as its Preferred Solution
CCC Information Services Inc. (“CCC”) has announced that its CCC ONE® Appraisal Platform has been selected as the appraisal solution of choice by IAnet, an independent appraiser (IA) network serving the insurance claims market. According to the company, the CCC ONE Appraisal Platform will offer the IAnet community of independent appraisers a central way to manage appraisals and to connect with their business partners, bringing speed, accuracy and efficiency to the appraisal process. The CCC ONE® network accessible to IAnet includes more than 22,000 collision repairers and hundreds of auto insurance carriers. “IAnet has a laser focus on appraisal accuracy and efficiency,” said John Donley, president and CEO of IAnet. “By offering our network of IAs access to the CCC ONE Appraisal Platform, we’re equipping them with the best estimating and appraisal management tools as well as a way to work seamlessly with the expansive CCC network. We’ve named the CCC ONE platform our solution of choice because we be-
lieve it can help us become an even better partner to our clients, delivering accurate appraisals, quickly and with a high level of service.” “IAnet is a leader in the delivery of appraisal services and its endorsement of our CCC ONE Appraisal Platform is great validation of the steps we’ve taken in the last two years to address the technology gap that has existed for IA solutions in our industry,” said Mark Fincher, VP of market solutions, CCC. “Our approach has been to create a single, cloud-based platform that would include the features and functions needed by appraisers to be successful, while making it easily accessible from anywhere, and connected to the largest network of insurers and collision repairers.” For more information, visit http:// www.cccis.com/.
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34 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
I-CAR® Creates Online Tool to Calculate Training’s Return on Investment
I-CAR® has unveiled a new way to measure the value of training through its Value of Training calculator. Shop owners and managers can now calculate their own training return on investment based on industry KPI standards, number of technicians and the facility’s total revenue. According to the company, the business tool was developed based on several years worth of research findings. I-CAR’s white paper, “Data Proves ROI of Collision Repair Training,” served as the baseline for the calculator’s development. Shop owners and managers can measure the additional revenue a shop can gain through training by inputting its annual revenue, order amount and total number of technicians. The calculator then populates and compares shops without training and those who include training. “These figures were produced by leading industry KPIs imperative to shop success measurements,” a statement from the company read. “The new Value of Training calculator enables those at the management level in repair facilities to explore the financial ROI that training has
been proven to deliver,” said I-CAR CEO and president John Van Alstyne. “Additionally, owners and managers need to understand that technician training is a requirement in today’s era of new car model proliferation. 75-100 new or redesigned models are now launching every year, and each one features new advanced technologies that dramatically impact the repair process. A commitment to education is required to survive the ‘Technical Tsunami™’, and our new Value of Training calculator shows that shops can also thrive while they are surviving.” The calculator can be found at https://www.i-car.com/trainingpays.
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 35
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
G re en a c re s
D a y to n a Bea ch
Dept. Hours: M-F 7:30-6; Sat 8-4 Hondadaytonaparts@hendrickauto.com
Dept. Hours: M-F 7:30-6; Sat 8-5 gphwholesaleparts@hendrickauto.com
Honda Mall of Georgia Bu f ord /G win net t
678-318-3155 Dept. Hours: M-F 7-7; Sat 7-5 cdunlap@penskeautomotive.com
Milton Martin Honda Gain esv ille
770-534-0086 678-989-5473 Dept. Hours: M-F 7:30-6 robertthomas@mmhonda.com
Nalley Honda
GEOR GIA
Dept. Hours: M-F 8-7; Sat 8-5 pepe.guevara@headquarterhonda.com
B 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
J ack so nv il le
Ro swe l l
Savann ah
800-264-1739 256-533-1345
800-352-2872 904-725-1149
877-622-2871 678-259-9500
800-347-0596 912-232-3222
Dept. Hours: M-F 7-5:30; Sat 8-4 Rkeel@damson.com
Dept. Hours: M-F 7-7; Sat 8-5 Cecil.adams@duvalacura.com
Dept. Hours: M-F 7-6; Sat 7:30-6 kmcmillan@jacksonacura.com
Dept. Hours: M-F 7:30-6; Sat 8-2 Tim.johnson@acuraofsavannah.com
Rick Case Acura
Nalley Acura
F o rt La u de rda l e
M ar i e tta
800-876-1150 954-377-7688
800-899-7278 770-422-3138
Dept. Hours: M-F 7:30-6; Sat 8-5 rubenramos@rickcase.com
Dept. Hours: M-F 7-7; Sat 7-5 byoung@nalleycars.com
FL O RI D A
Acura of Orange Park J 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
36 OCTOBER 2016 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
Hendrick Acura
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
Valley Honda
Ba r tle t t
Rich m ond
800-982-7290 901-255-3780
800-446-0160 804-672-8811
Dept. Hours: M-F 7-7 ekerr@wolfchasehonda.com
Dept. Hours: M-Thu 7:30-6:30; Fri 7:30-6; Sat 8-3; Sun 11-3 wbhonda@aol.com
VIRGINIA
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
Piedmont Honda
Dept. Hours: M-Sat 7:30-6 honda.checkeredflag.com
A n de r so n
800-849-5057 864-375-2082 Dept. Hours: M-F 7:30-6; Sat 8-5 swhite@piedmontcars.com TE NNES SEE
Airport Honda Alcoa
800-264-4721 865-970-7792 Dept. Hours: M-F 7:30-6:30; Sat 7:30-5 parts@airporthonda.com
AutoNation Honda West Knoxville
Colonial Honda C he ste r
800-564-9836 804-414-1960 Dept. Hours: M-F 8-7; Sat 8-4 rreese@i95honda.com
Hall Honda Vi rgi ni a 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
Hendrick Honda Woodbridge
800-824-1301 865-218-5461
703-690-7777
Dept. Hours: M-F 7:30-6 rossd1@autonation.com
Wo o db ri dg e Dept. Hours: M-Fri 7-6 Sat 8-5; Sun 10-4
VI RG INIA
Karen Radley Acura
Ch ar lo tt e
Woo d br i d ge
800-768-6824 704-566-2288
800-355-2818 703-550-0205
Dept. Hours: M-F 7:30-6; Sat 8-5 justin.taylor@hendrickauto.com
Dept. Hours: M-F 7:30-5:30; Sat 8-3 coreythompson@radleyautogroup.com
Leith Acura
Radley Acura
Ca r y
F a l l s C hu rch
800-868-0082 919-657-0460
800-550-5035 703-824-5785
Dept. Hours: M-F 8-6; Sat 8-4:30 parts@leithacura.com
Dept. Hours: M-F 7:30-6; Sat 8-6; Sun 10-5 jimgraf@radleyauto.com www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 37
Shop Strategies 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.
One-Stop Collision Repair Shop in Georgia Balances Busy Body Shop, Six Kids and Prepping Vehicles for TV/Movies In Atlanta, Georgia, the Fleary family operates Presidential Auto Source—a one-stop shop for everything automotive in the surrounding area. In addition to collision repair and classic car restoration, one of their areas of focus is to provide vehicles for music videos and movies. Autobody News talked to Daniel and Candice Fleary to find out how they balance running a busy body shop while raising six children.
Q:
How did you come up with the name of your body shop—Presidential Auto Source?
auto industry. Presidential Auto Source currently specializes in custom paint
Presidential Auto Source, located in Atlanta, GA
jobs, fiberglass fabrication, classic car restoration, gold plating, as well as auto accident repair.
When we first opened in Tampa, Florida, in 2009, we tried to A: Why did you decide to move come up with a name that represented Q: from Tampa to Atlanta in Janufirst-class service, as well as one that ary 2013 and what was the transition
customers would recognize as a place where they are treated like a VIP and taken care of. Presidential Auto was born. We added the word “source” to express we are a one-stop shop in the
like relocating your business?
services than Tampa could provide for us. The transition was very hard in the beginning; it was like we were completely starting over. There were many sleepless nights, and many days wondering how bills would get paid, but we saw the bigger picture and stuck it out and never gave up.
We built our business here in Georgia mostly by word of mouth. My husband, Daniel, has been very dedicated to making our name known and getting out there and meeting people, making connections. Your NETWORK determines your NET WORTH. We continued to put out quality paint jobs which speak for themselves. Besides social media, that is all the marketing we need!
We conducted research in order A: to expand our brand, and found What is it like running a family that Atlanta, was a better market for our Q: business and how do you bal-
38 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
ance work-home life with six children?
It is very time consuming. We A: pretty much are working 24/7. Calls come in at all hours of the day
and night from customers and we make sure we are there to answer them. It means spending days on the road picking up parts all over the Atlanta area with kids in tow! We have six children in our family, though not
1972 Chevrolet Impala (towed by 2011 Ford F-350). Stuntfest 2016 Best Donk and Best in Show. Featured in videos for Trick Daddy, Two Chains, Young Dolph, Rich Homie Quan, PreMadonna, OJ Da Juiceman, and Eight 8
all of them live in our household.
Trayvon, the oldest, is our office manager and is helping us run the shop now. He is very smart and has business sense just like his dad. Diamond, our oldest girl, began college in Houston, Texas, in September. Kayla is in middle school and is a cheerleader this year. Prince, who is seven and a boy scout, is always at the shop helping mom and dad clean up or wash cars. Many days after school are spent at the shop and the summer as well. You will also see Daniella, our youngest at three years old, at the shop. It is truly a family business. I grew up around Sprint Car racing in Tampa and spent my weekends at East Bay Raceway and in the garage watching cars get torn apart and rebuilt again. Cars have always been an interest of mine. It is something that my husband and I share together. The sound of a fast engine, the look of a fresh paint job, the smell of new leather in a car. It is something that brings us together. We love to attend car shows as a family also.
Q:
Can you share your thoughts about good customer service
and the importance of taking pride in what you do?
Our customers are what drives A: us, and making them happy is our number one goal. Presidential
Auto Source is dedicated to our customers. We strive to provide highquality, ethical auto collision repairs and state-of-the-art customization at
● To be a trusted provider of highquality collision repairs that provide exceptional value to our customers;
● To provide innovative ideas to allow our customers to build the custom vehicle of their dreams or restore a piece of history;
● To give back to our service professionals by providing a 10% discount to all Veterans, Military, Police, and Fire personnel; ● To serve and support the City of Avondale Estates, the County of DeKalb, and the surrounding communities;
Behind the scenes at a photo shoot: 1972 Chevrolet Impala, 2012 Fisker Karma, 2012 Audi A8, 1972 Chevrolet Chevelle, 2011 Ford F-350 King Ranch Dually
competitive pricing, while supporting and giving back to our local community. We are very grateful to our staff and customers. Their support drives our success! Over the years, we have come up with principal values that all of our employees follow and take pride in:
● To create long-lasting relationships with our customers by exceeding their expectations through incomparable service;
● To continually pursue new ideas and improvements in the collision industry; in training, materials, and equipment;
● To constantly improve the professionalism of the auto collision repair industry; and
● To negotiate for our customers regarding insurance claims issues.
You also have another side of Q: your business, providing vehicles for the media. What are some of the television shows and movies you have worked with and what the experience has been like?
Our vehicles have been featured in the Fast and Furious 8, A: in videos with Trick Daddy, Premadonna, Rich Homie Quan, 2 Chainz, Dillon Saks, OJ Da Juiceman, as well as Eight 8. It all started when our Jaguar XJL was the feature vehicle in the Paycation video by Dillion Saks and 2 Chainz in 2012. We won five trophies at Stuntfest 2k16 for our 1972 Chevelle and 1972 Impala and won the King of the South award at that show as well. We also won at the Emory Hospital Charity Car Show this year.
It can be challenging with the lastminute rushing. Sometimes we get a call at 11 p.m. that they need to use a car at 6 a.m. We are always ready and our employees often pitch in to get the See Busy Body Shop, Page 43
d Nee em u o Kia ts Y eed Th r d a P ts N n ate ists u The n You c i e sco tor y ed cial i Wh D D f n e
se e er y o Sp e a v v v i i t l e n i m I t r tisfy e c D e n Tea Parts ompe v i y I l , • Sa e ens e Dai C t d x E • Tims an ers F re • e • av ofit tom S
Pr
s Cu
Parts Dept.
919-388-4558 Fax 919-466-6354
Mon-Fri 7-6 // Sat 7-5 90 MacKenan Drive Cary, NC 27511
www.hendrickkia.com
Parts Dept.
877-686-9320 Fax 704-566-2140
Mon-Sat 7-7 7550 Hendrick Auo Plaza NW Concord, NC 28027
www.hendrickkiaofconcord.com www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 39
Audi dealers strive to make you an
Alabama Audi Birmingham Irondale 205.986.7410 205.986.7438 Fax M-F 7am-6pm; Sat 8am-4pm daniel.williford@audiofbirmingham.com www.audiofbirmingham.com
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
Helping you do business is our business. Order Audi Genuine Parts from these select dealers.
Audi Fort Myers Fort Myers 239.454.9099 239.790.3092 Fax M-F 7am-5:30pm; Sat 8am-4pm parts@audifortmyers.com www.parts.audifortmyers.com
Audi Jacksonville Jacksonville 866.413.8557 904.565.2216 Fax M-F 7am-7pm; Sat 8am-5pm cdrake@audijax.com www.audijax.com 40 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
Audi Melbourne Melbourne 888.554.3115 321.956.1959 Fax M-F 7:30am-5:30pm parts@audimelbourne.com www.audimelbourne.com
Audi Naples 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
Audi Pembroke Pines Pembroke Pines 888.434.2756 954.620.2036 Fax M-F 8am-5:30pm; Sat 8am-2pm notto@holmanauto.com www.audipp.com
Audi Genuine Parts
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• Audi parts departments provide professional customer service that gets you the right part, the first time • Audi dealerships have access to over 200,000 Audi Genuine Parts 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
Georgia Audi Atlanta Atlanta 770.454.5951 678.547.0984 Fax M-F 7:30am-7pm; Sat 8am-4pm audi1parts@jimellis.com www.jimellisaudiparts.com
No. Carolina Audi Asheville Asheville 828.232.4002 828.350.3560 Fax M-F 7:30am-5:30pm Sat 8am-4pm www.audiasheville.com
Audi Cary Cary 877.204.5449 919.469.1431 Fax M-F 7:30am-6pm; Sat 8am-5pm parts@leithimports.com www.audicary.com
Audi Cape Fear Wilmington 910.338.4019 910.795.4611 Fax M-F 8am-5pm
Audi Northlake
Flow Audi
Charlotte 704.379.8353 704.379.2113 Fax M-F 7:30am-6pm; Sat 9am-5pm
Charlottesville 434.951.6160 434.293.5151 Fax M-F 7:30am-6pm; Sat 8am-1pm
Isaac.curiel@hendrickauto.com www.audinorthlake.com
spalmer@flowauto.com www.flowaudicharlottesville.com
Flow Audi Winston-Salem 336.761.3698 336.723.6911 Fax M-F 7:30am-6pm; Sat 8am-1pm mmueller@flowauto.com www.flowauto.com
Tennessee Audi Knoxville Knoxville 800.382.2787 865.251.3227 Fax M-F 7:30am-5:30pm
parts@audicapefear.com www.audicapefear.com
brianmaillet@harperdealerships.com www.audiknoxville.com
Audi of Charlotte
Virginia
Matthews 877.217.9603 704.815.2782 Fax M-F 7:30am-6pm
Audi Virginia Beach
bbivens@drivedag.com www.audiofcharlotteparts.com
Virginia Beach 757.687.3488 757.687.3490 Fax M-F 8am-6pm audi_parts@checkeredflag.com www.audivirginiabeach.com www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 41
WyoTech is Now a Half-Century Old and Still Thriving performance courses, which are our street rod, motorsports chassis fabrication and high-performance courses. We now have three locations: Daytona Beach, FL, which is our motorcycle/marine school; Laramie, WY; and Blairsville, PA, where we have our automotive, diesel and collision-related campuses.
by Ed Attanasio
John Hurd, 52, is the Industry Relations Specialist for WyoTech. Autobody News recently asked him about his company’s three campuses, the curriculum for its collision repair programs, and how the need for qualified people in this industry has grown exponentially over the past five years. John Hurd is the Tell us a little about the Q: history of WyoTech. We’re celebrating our A: 50th anniversary this year for WyoTech. WyoTech was es-
Industry Relations Specialist for WyoTech and is currently planning big things for this year’s SEMA Show
tablished in 1966 as a diesel training program and we expanded into automotive rather quickly. We consider our core programs to be automotive, diesel and collision refinishing. Starting in the 1970s and through the 1990s, we added elective programs such as trim and upholstery and applied service management, where students learn all aspects of communications and business operations. We also created restoration and
ple?
You’re in a unique poQ: sition because you’ve been there so long—maybe
you can talk about how the collision industry has changed and why there’s such an extreme need now for new peo-
trades, electrical, welding, HVAC, construction—have been affected due to the aging workforce. And it is compounded because the secondary schools that are teaching industrial arts and automotive programs are fewer than ever. So what we’re finding is a real lack of education in our trades. Our focus is to try to create a larger pool of entry-level techs. We know too that we can’t do it alone. We’ve got to work together with the industry so that these schools are able to create good career development strategies.
What do you do as the IndusQ: try Relations Specialist for WyoTech?
The change has taken place I work with all of the industries within the last four to five years we are involved in to provide A: A: primarily. The aging of our technician support for our programs at the cam-
force is probably the biggest reason, and it’s driving the need because techs are retiring and it’s only going to escalate as we move forward into the next 10-15 years. So all of the industries—and this is not only in the automotive and transportation field, but all
puses and provide opportunities for our students. And that ultimately helps our outreach and admissions team. We’ve got admissions representatives that are positioned across the country. They visit high schools, private schools and community colleges and
present what WyoTech has to offer while creating more awareness around the need for new professionals in all of our industries, including collision repair. You’re seeing community colleges stepping back into the trades, but I still see the high schools and secondary market lagging behind. You know the perception from mom and dad: “Oh, you want to be a mechanic? You don’t want to get all greasy...” But the industry has changed and the old stereotype of backyard mechanics covered in dirt no longer exists. Everything is so high-tech now with the amount of electrical wires, connected systems, and computers in these cars. Who’s going to work on all that? It’s going to be the technically-inclined young people who really get the level of sophistication and skill needed to repair those systems. It’s a great time to be looking at this industry as a career and a good time as an education organization to be offering this training, keeping up with the changes in technology, and partnering with the some of the best companies in the automotive industry. One of our main priorities is evolving and updating our curriculum
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to ensure that we’re meeting the need and the demands of all our industries, including collision repair. There are students that come to us with very little knowledge of tool nomenclature, vehicle terminologies, etc., so we’re adjusting our curriculum to support that. We also have students who complete high school automotive programs before enrolling. In addition, approximately 30 percent of our students are veterans whose skills in the military often transition well to the programs we offer.
How many collision repair stuQ: dents do you have in your programs?
Right now I would say it’s A: about 15–20 percent, with most of our students in our diesel programs.
So we are trying to build on that population and get more focus on collision by building awareness. If you look at Department of Labor statistics, the earning potential has historically been a bit better on your diesel and automotive side.
Q:
What do you offer for someone who wants to be a technician,
a painter or an estimator?
A:
We provide a good overview of entry level skills in each category of collision repair. We follow NATEF and the I-CAR standards. When students graduate, they have their Non-Structural Level One and Refinish Level One Platinum Certificates. We’re an I-CAR welding test site and an ASE test site both at Laramie and Blairsville. Our core collision program is 1,000 hours and the student also chooses an elective. So a student comes to WyoTech for nine months, 1,500 hours of training. We’re providing the students with a strong foundation to help them get employed—maybe they want to work on the metal side or on the refinishing side, it’s their choice, but we’re giving them the skills they need.
do you then try to help to Q: getAndthem jobs after graduation? Absolutely. One of the great A: things that has always been the hallmark of WyoTech is our career
services department. We’ve got a career services team that works with the students and employers. We hold ca-
reer fairs throughout the year at our campuses as well. We invite employers into the campuses; they set up tables and talk to the students. Many do interviews onsite at that time as well. We have them at least twice a year, sometimes as much as four – depending on the population.
Continued from Page 39
Busy Body Shop
vehicles prepared for a shoot. It all takes maneuvering, but we make it happen. We enjoy this as it helps us build our brand and see our work in action.
Tell us what you’re going to your upcoming plans Q: be doing at this year’s SEMA Q: forWhatthearefuture? Show? We are considering starting a We applied to Ford for a vehiA: possible reality TV show about A: cle that we could customize the shop life. We are also currently in and showcase at this year’s SEMA to
commemorate our 50th anniversary. It’s a 2016 Ford Transit van. We are doing a custom build and working on it right now. It’s going to resemble one of those old classic vans from the late 60’s and early 70’s, but with new technology throughout. The build is currently being filmed at our Blairsville location for season 12 of Chop Cut Rebuild, so it’s exciting. We’ll be in Central Hall at this year’s SEMA show, booth #23893, and we will also be showcasing our motorcycle program by building an early 1970s Easy Rider-type Harley to tie in with the theme of 50 years.
the process of obtaining an auto dealer license and should be up and running with this service by the end of the year. This will enable us to find the exact car a customer wants and repair it/customize it to their liking. This is the last piece of the puzzle to make us a truly one-stop shop for all things related to cars in the southeast. Watch out for a fleet color change coming soon and a new website. For more information, contact Presidential Auto Source at 404-4925846 or presautomedia@gmail.com. Follow Instagram @presidentialauto source.
www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 43
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.
Small Town Business Splits Time between Collision Repair & Classic Car Restoration with Stacey Phillips
In the small town of Edina, Missouri, it is not uncommon for Hunter Body Shop to simultaneously work on a collision job, a restoration project and selling a used car. Established in 1982, owner Billy Hunter focuses on what he enjoys best—working on all makes and models of cars and taking care of his customers. In addition to the collision repair side of his business, Hunter Body Shop specializes in classic car restorations and pre-owned vehicle sales. Autobody News spoke to Hunter about what he loves best about the industry and some of his upcoming projects.
and aluminum welders. Over the years, we have found success using AkzoNobel and PPG products in our shop. We try to focus on customer satisfaction because that is your best advertisement. I have always had a passion
time from the age of 12. His specialties are painting and fabricating. One of his special builds was a right-hand drive 1957 Chevy convertible that was featured in several magazines. Our latest creation is a 1970 Nova. We also have
two Corvettes, a 1963 Split Window and a 1962 convertible in the works. However, all of this takes a backseat to our customers’ collision work.
What do you enjoy most about Q: running your business in a small town? My favorite part of the business A: is working together as a family and considering my employees also as
my friends. I enjoy all of the daily surprises that come with a small business in a small town. We appreciate all of our customers who have kept us going for 34 years. The collision business is exactly what you make it. It’s hard work, but very rewarding. We struggle to find young people willing to put in the time it takes to learn the craft and also the labor, but we have an excellent staff right now. We have many more projects coming up on our ‘to do’ list!
How did you get started in the Q: collision repair and classic car restoration business? My auto body experience started in high school, working nights A: and weekends in a local shop to fund
my love of hot rods. After high school, I went directly to work in a few different shops before starting my own in a 24-by-24-foot garage at the age of 21. That was in 1982.
1970 Chevy Nova with custom chassis, integrated roll cage and LS1 motor
We now have a 30,000-squarefoot facility staffed by my wife, Belinda, our son, Brett, two full-time technicians, a part-time detail girl and myself. We focus on collision, restorations, heavy equipment, semis, boats, motor homes, hot rods and customs. We also do custom exhaust and 24hour towing. In a small town, you need to do it all!
How are you able to meet cusQ: tomers’ needs with so many different areas of focus?
A:
In order to meet our customers’ diverse needs, our facility has two paint rooms, three frame machines
1957 Chevy with blown 900 HP motor and suicide doors
for cars, especially hot rods. We build our own chassis and complete the entire car except for the interior work.
tell us about your claswork? Q: sicCancaryourestoration One of our first specialty builds A: was a 1959 Cadillac. We took the roof off, fabricated floor boards and
put in a 900 hp Big Block Chevy for the motor. The car had originally belonged to a doctor here in Edina, which is a town of 1,200. It has since been featured on the television show My Classic Car and has been to the SEMA
aCompetitive Pricing aFree and fast delivery aKnowledgeable Wholesale Parts Staff Coggin Deland Honda 2677 N. Volusia Avenue Orange City, FL 32763
S9 Cadillac “Ratillac” with blown 900 HP Big Block Chevy
show (Specialty Equipment Market Association) in Las Vegas, Nevada, as well as well as numerous shows around the country. Our son Brett joined the business full time in 2006 after working part
44 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 45
Historical Snapshot
—John Yoswick is a freelance writer based in Portland, Oregon, who has a body shop in the family and has been writing about the automotive industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com). Contact him by email at jyoswick@SpiritOne.com.
National Leadership Conference, Lou DiLisio on 9/11, NACE in ‘06, MSO Panel in ‘11 with John Yoswick
20 years ago in the collision repair industry (October 1996) The fourth resolution approved at the event dealt with the responsibility of insurers, shops and vehicle manufacturers to provide vehicle-owners with information regarding the use of nonOEM or salvage parts in the repair of their vehicle. “We, as well as the insurance company, have the responsibility to disclose to the consumer what he’s getting on his car,” Kansas City shop owner Bill Eveland said. He said his shop has customers sign a document that lists any non-OEM or salvage parts used in the repair, and explains that the shop cannot guarantee any such parts. But others at the conference said it is also the vehicle manufacturers’ responsibility to educate consumers about the possible ramifications that use of non-OEM or salvage parts may have on the vehicle warranty. Fred Fleming of General Motors
said most vehicle manufacturers have or soon will have printed materials available that will help shops explain warranty issues to consumers. “No one wants to be surprised on a new model vehicle that the driveline warranty has been negatively affected,” Fleming said. The resolution approved called for insurers requiring or encouraging the use of non-OEM or salvage parts to notify vehicle owners in writing of this practice prior to authorization of repairs. It also called on vehicle manufactures to educate consumers about parts-related warranty issues, and on shops to notify customers of the types of parts to be used. – As reported in Autobody News about the “National Leadership Conference,” a gathering of state association leaders from around the country. The automakers have continued to use consumer marketing and other tactics to stave off competition from alterna-
46 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
tive parts, although the percentage of OEM parts among all those used has declined over the last two decades.
15 years ago in the collision repair industry (October 2001) Since the horrific events of September 11, I have spoken to many individuals about what has happened and how it might affect us in both the short- and long-term future. One of the issues that has been raised is the upcoming Collision Industry Conference (CIC) meeting in Anchorage, Alaska, scheduled for October 3 and 4. I have talked to several people who suggested we cancel the meeting, while others have pleaded to continue as planned. We are not a nation of quitters, and while I completely understand and respect the apprehension one might have in traveling and congregating at a meeting, I also feel as though we must continue on. This great country was not built on trepidation and uncer-
tainty; it was built on the will to live and prosper. In that light, we will continue on with our plans to hold the CIC meeting as scheduled in Alaska. The meeting will be held three weeks after the tragic events of September 11. A time for healing and reflection is upon us now. We are a nation that will rise from this event stronger
Lou DiLisio, who in 2001 was the chairman of the Collision Industry Conference, decided to go ahead with the planned CIC meeting in Alaska just three weeks after the terrorist attacks of September 11, 2001
and more determined than ever, and the time to start that movement is now. – From an editorial by Lou DiLisio, at that time the chairman of CIC. The meeting was attended by about 60 people, far fewer than the 200-400 people at most CIC meetings.
10 years ago in the collision repair industry (October 2006) But the growth continued well into the 1990s, with the NACE trade show setting new attendance records each time it returned to Las Vegas: 22,517 attendees in 1991, 35,800 in 1994, and just over 41,000 in 1997, when the show also hit a peak of 656 exhibitors in a massive 277,500-square-foot trade show. One of the positive outcomes of NACE’s growth has been the show’s ability to bring in some of the country’s most-coveted keynote speakers. They’ve ranged from political heavyhitters like George Bush (2002) and Elizabeth Dole (1997) to sports legends like Fran Tarkenton (1994) and Lou Holtz (1992). Others came from the media world, such as Larry King (1998), Bill O’Reilly (2003) or Geoge Stephanopoulos (1999). “It’s great being able to see people
like Colin Powell (1996) or G. Gordon Liddy (1990) – that guy ran a chill up your spine,” Don Peers, now a retired Nebraska shop owner, said. “I’m not big on movie stars or singers or stuff like that, but anytime you get to see any of those people live, it’s impressive. If [Ret. Gen. Norman] Schwarzkopf (1995) announced that day he needed 1,000 volunteers right now to go into combat, I would have followed him out the door.” – From a history of the NACE trade show, published in The Golden Eagle, October 2006. The event no longer includes big-name speakers as the attendance shrunk below 30,000 after 2004 (and under 10,000 since 2013). But show organizers say this year’s event in Anaheim, Calif., back in August marked the third year of growth.
5 years ago in the collision repair industry (October 2011) At a day-long symposium for multishop operators held during NACE this month, a panel of MSO representatives was asked to comment on a proposition, espoused by an insurer in the United Kingdom, that businesses often “trip over themselves” trying to exceed customer expectations when
they would be better off just ensuring that they consistently meet those expectations every time. Brock Bulbuck, CEO of The Boyd Group, the Canadian firm that also operates 128 shops in the United States (including the True2Form and Gerber Collision chains), said the problem with that concept is that customer expectations keep rising. “If you don’t strive to wow and exceed and set the bar as high as you can, I think you run the risk of establishing a culture in your organization where just doing your job is good enough,” Bulbuck said. “I don’t think that’s conducive for creating promoters (among customers) and growing your business.” Caliber Collision CEO Steve Grimshaw also agreed that exceeding expectations is the key to differentiating your business from the competition. But Cathy Bonner, president of the 47-shop Service King chain in Texas, said there is some logic in what the U.K. insurer was espousing. “I think in collision repair, the primary customer is insurance, and if you don’t exceed their expectations, you will not be rewarded with growth,” she
said. “The secondary customer is the traditional retail customer. I think it’s true that you don’t have to exceed their expectations; you just have to satisfy them. That’s what we’re rewarded on by the primary customer, the insurance companies, whether we have satisfied those customers and given them great service.” – As reported in CRASH Network (www.CrashNetwork.com), October 24, 2011. Bulbuck continues to lead The Boyd Group, which now has more than 350 shops in North America. Grimshaw is still CEO of Caliber, which now has more than 400 shops. Bonner was shifted from president at Service King to chairman of the company’s board after investment firm The Carlyle Group acquired majority ownership of the company in 2012; the company now has more than 300 shops.
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 47
95-Year-Old Veteran Keeps Busy at TX Body Shop, Shares Keys to a Long Life by Victoria Antonelli
Clay B. Ford has seen and experienced more than the average person during his 95 years on this planet, with no signs of slowing down. He continues to hold a part time job, own a cattle farm, and take the occasional vacation, all while maintaining a positive attitude and dry sense of humor. Autobody News reached out to Ford to find out how he does it all, and what we can learn from him.
Q:
Were you born in Tyler, TX and have you lived there your whole life?
Yes, I was born in Tyler, TX and lived there my whole life, A: except for the service. I served during
WWII for three years and four months.
Where did you work prior to Q: 1999 when you started at Carl Owens Paint & Body?
A:
My father opened a rose nursery in 1919, and when my brother and I got out of the service around 1946, we took it over. My dad was only doing wholesale with contracts in Connecticut and Alabama, so we decided to expand. We built cold storages and a warehouse and sold our own products to different customers from the south all the way up to Connecticut. It was going pretty good until my brother died of cancer 28 years ago. The business became too much to handle when it was no longer a partner-
Q: After selling the rose nursery, I to get bored. I began A: started looking for jobs driving
ship, so I had to sell it. How did you end up working at Carl Owens Paint & Body?
trucks—similar to what I
Q: I recently traveled to WashingA: ton, D.C. for a five-day trip with my daughter, as a guest of Brook-
When and where was your last vacation?
Clay B. Ford, 95, has worked at Carl Owens Paint & Body for 17 years
did at the nursery—but because I was in my 70s at the time, insurance wouldn’t cover me. Finally, 17 years ago, my son-in-law got me a job driving trucks at Carl Owens Paint & Body. Everything was fine until they changed insurance. The next day they called me and said I couldn’t drive anymore. They tried to get around it, but the insurance company wouldn’t budge. So, that’s when I started sweeping the floors and maintaining the restrooms and break rooms. I’ve been doing that ever since.
shires Grocery Co. I hadn’t been on vacation in 17 years and had barely even taken a sick day. I’m a history and politics buff, so I really liked seeing all the monuments and memorials. It was the most enjoyable trip I’ve ever been on in my life.
Do you have any plans to retire Q: or are you just taking it day by day?
Nope, I’m going to work until I A: can’t anymore. My doctor said that if and when I stop working, that’s when things will go wrong; organs will fail and so forth. Someone even said to me the other day that I’ll probably die with a broom in my hand.
What advice would you give Q: people who want to live as long as you and continue to be productive? I think I’ve just been really forA: tunate. I rarely ever get sick and I don’t have any aches or pains. I
never smoked or drank; I don’t enjoy the taste of beer. I like to stay busy, and I think as long as you’re feeling good, you should stay active for as long as you can.
Ford has two children, grandchildren and great grandchildren. After finishing a half day of work, he checks on his cattle farm, where he takes care of any other business that needs his attention. To learn more about Carl Owens Paint & Body, visit www.carlowens paint.com.
Do you maintain your cattle farm Q: by yourself? Are there any other animals on the farm?
I raised cattle until 2014. When I first got out of the service, my A: brother and I shared the farm. Then, a
few years ago—I was getting kind of old
BASF Automotive Refinish Continues 25-Year Partnership with CARSTAR
BASF Automotive Refinish has signed an agreement with Driven Brands, extending its 25 year relationship with CARSTAR North America. As a preferred partner, BASF will continue to provide CARSTAR shops with its Glasurit® and R-M® paint systems across the United States. “We’re proud to continue to work with elite partners, like BASF, who allow us to offer exceptional products at reasonable costs to our customers throughout the country,” said Michael Macaluso, president of CARSTAR North America. “I look forward to continued, close work with them for years to come as we continue to grow and provide best-in-class service to our customers.” According to the company,
at that time—I had a big bull I was going to sell, and when I had him in the corral, he knocked the gate over on top of me and jumped over the gate. If he hadn’t jumped over it, he would’ve crushed me to death. Right then and there, my daughter told me I was going to get rid of the cows, because I was too old to mess with them. I still own the farm, but now I lease it out. Besides the cattle, there’s one horse on the farm that’s blind in one eye and older than I am.
BASF is committed to being a market leader in advanced technology and services for the refinish market. Its Glasurit and R-M paint brands are supported by an industry-leading number of OEM approvals and are backed by one of the strongest R&D investments in the industry, a statement from the company read. “BASF and CARSTAR have enjoyed a winwin relationship,” said Denise Kingstrom, BASF distribution director. “Our expertise and dedicated teams will continue to provide CARSTAR customers with the highest quality products and services to maximize paint and material profitability, combined with market leading training and support.”
48 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 49
Professional-Looking Uniforms Are No Longer Just Optional by Ed Attanasio
I was in a large shop recently talking to a couple of technicians and I was impressed by their knowledge and commitment to the industry. Two of them were I-CAR Platinum Level certified and the other one was on his way to achieving the same. We were discussing things like aluminum repairs and the value of training, but I could not help but stare at them. None of them were dressed the same, and all of them wore different baseball hats, representing the San Francisco Giants, Oakland Raiders and even another shop, which I found interesting. Two of them had uniform shirts that looked like they were older than me, and the third gentleman was donning a t-shirt advertising a band called the Insane Clown Posse. Wow, these guys are smart; they communicate well and they’re obviously dedicated to what they’re doing, so why are they dressed so poorly? That’s why I decided to write my column this month about shop uniforms and how they can help (or hurt) your company’s image.
Ted Stein, the state president of the California Autobody Association (CAA) and the fixed operations director at Penske Ford in La Mesa, CA has a
total of 38 years in the industry, so he knows the importance of uniforms in a shop environment. “We are very picky about our uniforms, and we make them a priority,” Stein said. “They are an extension of your business, and if your people look sloppy, that reflects on the
entire company. Your uniforms are a definite form of branding, so whether they are t-shirts with your logo on them or something more formal, people are going to see them outside of the shop, when your crew is out having lunch, etc. Image is so important in this industry, because the consumers are relying on us for being honest, approachable and responsible for fixing their vehicles, so we need to look the part.” The days of technicians and counter people wearing their own clothing at work are long gone. While many companies now have more and more casual dress days, automotive repair companies are gravitating away from this trend. If you want to run a professional business, it all starts with what the consumer is going to see. Uniforms that are clean and neat will make the customer more confident and comfortable and will contribute to making the entire process easier overall. Many businesses have discovered that having uniforms in the workplace helps to strengthen and support a cohesive team spirit. A more focused and unified workforce often leads to improved productivity and superior com-
pany performance overall. Seeing is believing, and making a good impression goes a long way. That’s why collision repairers see the results of featuring clean uniforms on their crew every day. To find out the effectiveness of uniforms for your crew, experts at J.D. Power and Associates polled consumers as well as employees and the results are compelling: ● Three out of every four consumers prefer employees in uniform. ● 97 percent of the people polled said that uniforms help to make your crew more recognizable. ● Seven out of every 10 people said that uniforms make your employees look more professional and easier to approach.
Other people polled about uniforms said things such as: ● “Uniforms give the company a better image.” ● “Employees in uniform look more professional and appear to be better trained than those not in uniforms.” ● “They look like a team with uniforms, because no one stands out and everyone looks neat and presentable.”
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Employees asked about their uniforms stated the following: ● “We project a quality image with uniforms, and the customers are more confident in our ability to do a good job by wearing them.” ● “It creates good morale, because if we look good, we will logically feel good as well.” ● “Uniforms allow us to focus more intently on our work, because we never have to worry about what to wear to work.”
Your crew is an extension of you and how you run your business, so uniforms are an ideal way for you to create the image you’re looking for. Today’s consumers are a lot more discerning and know so much more about customer service, transparency and branding. To placate the average customer, you need to create a positive image in every aspect of the repair process, and clean and neat uniforms can be an integral part of that. So if you’re currently not using uniforms or need new ones, make it a priority, because body shops all over the country are using uniforms as part of their formula for success and it’s working.
GM Uses Humor to Educate Consumers About Original Collision Parts General Motors is hoping that a video starring an ill-chosen pet Kinkajou will convince consumers to choose only original collision parts for their Chevrolet, Buick, GMC and Cadillac vehicles. “The Replacements,” introduced recently at the 2016 NACE | CARS expo, opens with an exasperated man who replaces his lost dog with a Kinkajou (a South American mammal) only to find that his new pet is destructive, unlovable and not what he expected. It contrasts his poor decision with the importance of selecting only Genuine GM Parts for crash-related repairs. “It’s a funny video about a very serious issue – the potential risk to our customers if untested sheet metal and other collision parts are installed on their vehicles,” said John Eck, collision manager, wholesale dealer channel at GM Customer Care and Aftersales. “Our customers should always leave the body shop confident that their vehicle has been repaired to pre-crash conditions using the right procedures, parts, processes and quality checks.” “The Replacements” can be viewed at www.genuinegmparts.com/collision -repair-faqs. “Our customers should know that aftermarket parts do not undergo the
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same testing that OEM parts – such as GM Original Equipment components – must pass,” said Eck. “Aftermarket parts are not tested in the vehicle while integrated and active with all vehicle systems.” In their new and updated collision repair position statements, GM: ● Recommends using new, Genuine
GM Parts for repairs involving structural components and parts – and not salvage parts. Salvage parts from damaged vehicles may not provide the same crashworthiness, repairability and corrosion protection.
● Warns against “clipping,” the practice of cutting and sectioning two vehicles to make a collision repair. Clipping voids the GM New Vehicle Limited Warranty for each part involved in the
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● Reminds consumers and facilities that imitation and counterfeit parts are not covered by the GM factory transferable warranty as well as adjoining parts and systems that fail because imitation parts were used.
GM also has updated its position statements on refinishing aluminum wheels, improper use of floor mats and wheel alignment specifications. In addition, 2017 collision repair manuals have been added for most GM brands and models. Consumers and collision repair professionals can find and download the updated position statements at: http://www.genuinegmparts.com/forprofessionals/position-statements. No password is required.
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 51
Auto Glass TV Informs and Entertains Technicians Every day, auto glass technicians visit their local auto glass warehouse for the items required to perform their jobs. As they wait for their glass and supplies to be pulled, a casual wait time will now potentially expose those technicians to information, products and education courtesy of Auto Glass TV.
Auto Glass TV was created in hopes of keeping the auto glass industry aware of new and valuable information. According to the presenters, Auto Glass TV is a state-ofthe-art broadcast network that is available at auto glass warehouses. AGTV™ displays current area weather, local traffic reports, auto glass
industry news, events, education, product demonstrations and original AGTV™ programming. Equalizer® designed AGTV™ around the accessibility to its Equalizer® Store locations to broadcast content directly to the auto glass technician. AGTV™ displays information that plays con-tinually, all day and every day. “Auto Glass TV features the best possible content to give technicians a specialized insight into the complex world of auto glass removal, replacement and repair,” a statement from the company read. AGTV™ programs and ads feature a unique QR Code on the video that technicians can scan during the broadcast using their smartphones in order to view the video in its entirety at their leisure. For more information, visit www .autoglasstv.com.
3M™ Introduces Cavity Wax Plus
It’s lurking behind nearly every collision repair: the potential for salt and corrosive chemicals, moisture or damaged coatings from stone chips to allow corrosion to attack the repaired area. It’s one of the primary causes of future vehicle damage and customer returns. A 3M survey of body shops found that a large majority of repair technicians are not using any cavity wax to prevent post-repair corrosion, and many that do use it don’t always apply it in critical areas where they should. In addition, many report that their shop’s equipment doesn’t always work correctly, is too bulky to reach all areas of the repair, or requires extensive cleanup time. According to 3M, the cosmetic consequences of poor corrosion protection can deter return business, but more importantly, the safety implications of failing to protect structural parts can be dangerous. OEMs and industry associations alike realize the importance of cavity wax and recommend its use in numerous repair situations. As a result, 3M is offering a step that can help preserve the life of the repair and the safety of the vehicle: application of an anti-corrosion agent like 3M™ Cavity Wax Plus. “3M™ Cavity Wax Plus uses a corrosion-inhibiting formula that will
wick into tight seams to protect welded areas and enclosed cavities with a film that will not harden and remain flowable to self-heal if scratched or abraded,” a statement from the company read. “When used with the 3M™ Cavity Wax Plus Applicator Wand Kit, it will deliver the right amount of flow and wicking to provide consistent and uniform protection for the repair.” The aerosol can eliminates the need for using bulk spray equipment, and the wand kit includes three different length wands, two of which offer a 360-degree spray pattern. The wand kit includes an 8” wand for easy access to areas such as radiator support seams, and two long wands (24” and 34”) to access enclosed areas such as frame rails and rocker panels. “With the new 3M Cavity Wax Plus and the innovative application system, the repair professional can easily, efficiently and cost-effectively protect their repair – and their customer’s investment and safety. Most OEMs recommend the use of a cavity wax for collision repairs, so this allows the technician to restore the vehicle to next best to factory condition, which helps meet insurance standards as well.” For more information, visit http:// 3mcollision.com.
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The Road to Autonomous Vehicles: How Collision Repair Shops Should Prepare to stay.” While sharing information with Two years ago, Sean Carey, an expert attendees, Carey was 16 floors above in the subject of connected cars and the Connected Car Insurance USA telematics, made a prediction. The 2016 conference in Chicago. The conCEO of SCG Management Consultants ference was attended by all of major said that the connected car would ultiinsurance carriers and the majority, if mately change the claims and repair innot all of the large vehicle manufacdustries in a profound way. turers. Fast forward two years and Carey said that the there has been a significant claims/collisions market is increase in the development currently in a state of being of the connected car, with highly fragmented and somenew entrants to the market what dysfunctional, with insuch as Google and Apple, surers dominating the landand the widespread use of scape and MSOs a signifiSean Carey, Advanced Driver Assistance cant barometer of the indusCEO of SCG Management Systems (ADAS) and Mobiltry. As a result, it’s leaving Consultants ity. the independent shops adrift “There are significant disruptive and consumers are somewhat getting forces taking effect with vehicle techlost. nology that will be prevalent as soon At the same time, vehicle techas 2020 that will change the market nology is moving at a rapid pace reforever,” said Carey, during a Guild 21 quiring different repair methods and webinar in September about the conprocedures and creating what he renected car. “While nobody can quite ferred to as a “technology tsumami.” agree when the fully autonomous car “The connected car is connected will be on the market, it is profound to everything,” said Carey. Some of change and it is going to happen faster the capabilities he mentioned inclu-de: than most expect. It’s here and it’s here ● Car to Home/Work: Controlling by Stacey Phillips
homes from the car (turning on lights, HVAC) ● Car to Car: Real time traffic flow and incident alert, gaming/entertainment, and eco driving and coaching ● Car to Infrastructure: targeted advertising, tolls/metering and parking, vehicle recovery ● Convenient and Entertainment: social apps, streaming music, wifi hotspot and mobile wallet ● Traditional Telematics: diagnostic and vehicle health reports, hybrid navigation and concierge call ● Cloud/B2B: data analytics
Carey said the connected car market has a 45 percent compound annual growth rate (CAGR). By the end of 2017, it is estimated there will be approximately 75 million connected vehicles on the road, 25 million of which will have an active user. In 2020, there will be an estimated 220 million connected vehicles on the road, 85 million of which will have active users using the connected car to communicate with outside sources. “That’s significant growth,” said Carey. Carey talked to attendees about
what he referred to as the “Road to Autonomous Vehicles” and the pathway to get there. 1) No Automation: The driver is in control of all aspects of driving; there are no assistance systems; 2) Driver Assistance: May include warning systems such as lane departure warning, traffic sign recognition and rear parking sensors; driver is in control of remaining aspects of driving; 3) Partial Automation: There are one or more assistance systems for steering and accelerating/decelerating; driver is in control of remaining aspects of driving; 4) Conditional Automation: Vehicle is control of certain driving scenarios (e.g. highway); driver needs to be able to intervene on request; 5) High Automation: The vehicle is in control of driving; the driver needs to be able to intervene with lead time; and 6) Full automation: the car has full control; there is no driver—only passengers!
Currently, there are vehicles that exist
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with conditional automation. By 2021, Ford is expected to introduce a fully driverless vehicle to the market without a steering wheel or pedals for braking and acceleration. Carey said the ADAS currently being used in some vehicles will be an indicator for the way the claims and collision repair sector will be affected. This incudes things like auto emergency braking, blind spot monitoring, lane departure warning and parking assist. “All of these things are going to have a fairly dramatic impact on both the frequency of claims, the number of cars available to repair, and the severity of the claim, the cost necessary to repair them,” said Carey. He also addressed how this will impact the accident rate, citing a study conducted by KMPG on Self Driving Cars – Automobile Insurance in the Era of Autonomous Vehicles. KMPG predicted that by 2040 there will be an 80 percent decline in terms of accident frequency per vehicle, compared to today. The average cost per claim (with all loss cost included) is projected to increase from approximately $15,000 in 2016 to $35,000 in 2040, which is a 2.5 times increase.
“Our belief is that the disruption to insurance carriers will be profound—with a select set of winners and a broader swath of potential losers,” said KMPG in its report. “As the way we drive and commute transforms, the amount, types and purchase of automobile insurance will be impacted. The disruption to insurers may be profound, and the change could happen faster than most expect.” Carey said the changes are already taking place. In Illinois, for example, there are plans to alter the toll roads, so semi-autonomous cars can have express lanes in the same way other cars do. As part of KMPG’s research, insurance executives were asked which entities, other than insurance companies, did they think would be a major provider of vehicle insurance in the future. Fifty-eight percent believed Original Equipment Manufacturers (OEMs); 45 percent answered startup companies, 39 percent thought established technology firms such as Google and Intel; and 32 percent said capital providers, including venture capital, private equity and other investment firms. When asked which entities would
“own” the data related to driverless vehicles, the majority of the respondents believed established technology firms (81 percent) and OEMS (71 percent) would be the primary “owners” of data related to driverless vehicles. “The inclination and indication here is that executives at insurance companies believe the OEMs and the large technology firms will enter this space in a very big way,” said Carey. “I think the OEMS will leverage technology in areas such as First Notice of Loss (FNOL) through the connected car and we’re starting to see evidence of that.” Earlier this year, Toyota launched a new, U.S.-based telematics car insurance company, Toyota Insurance Management Solutions, and more are expected to follow. In order for collision repair shops
to prepare for the changes ahead, Carey recommended repairers plan for a future where there are less repairs coming from a different source requiring higher and different skill levels and using different procedures, equipment and technology than today. “OEMs are at the forefront of creating this future and it’s making its way into the claims/repair segment,” said Carey. “If you’re not preparing for a different supply chain model, you should be.” Sean Carey has over 30 years of experience in the automotive industry, with degrees in mechanical engineering, marketing and international business. Currently, he is a strategic consultant in the claims and automotive space and is an expert in the subject of connected cars and telematics. For more information, contact Sean Carey at sean@careyscg.com.
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CREF’s Golf Fundraiser Supports Education for Next Generation by Chasidy Rae Sisk
On August 10, the Collision Repair Education Foundation (CREF) held its Annual Golf Fundraiser at the Black Gold Golf Club in Yorba Linda, CA, during Industry Week. Co-hosted by PPG Automotive, the event was hugely successful, and Brandon Eckenrode, director of development for CREF, noted, “Thanks to all our sponsors and registrants, a year’s worth of planning resulted in a great afternoon of golfing and networking, and it also helped us raise a significant amount of funds for high school and college collision students.” Eckenrode continued, “As long as it doesn’t rain, we always feel confident that we will have a great event and turnout. Luckily, we had clear skies and a nearly sold out crowd of 144 golfers participate in this year’s event, so we couldn’t be happier.” Feedback from those in attendance, as well as those who only talked to golfers, indicated it was another successful golf fundraiser for CREF. Some of the changes in 2016 included food trucks serving lunch, several drink stations, including a margarita bar, and a wide assortment of promotional items donated by event sponsors.
CREF holds its Annual Golf Fundraiser during Industry Week each year “to bring together sponsors and golfers in helping to raise additional funds FORE a great cause - to
help our efforts in supporting high school and college collision school programs, instructors and students,” Eckenrode explained. “Players have a great day on the course through our incredible sponsors.” According to Eckenrode, “These types of events help not only raise additional funds but also awareness about our efforts in supporting the future professionals of the industry. Understanding and respecting that there are many great charitable causes and fundraising events that industry members participate in and organize, ours
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is unique in the fact that we are supporting the future of our industry. I am obviously slightly biased, but without us supporting these students and helping to better train them for industry employment, the industry would be facing an even larger staffing issue it already does.” CREF will hold its 2017 Golf Fundraiser during NACE in Atlanta. “We are looking into various golf courses in the greater Atlanta area right now and working with other industry groups on figuring out the best day/time for the event, but planning for next year has already begun,” Eckenrode added. Industry members who would like to receive information about sponsorship or registration for the 2017 golf fundraiser should contact Brandon.Eckenrode@ed-foundation .org. CREF’s efforts to support the next generation of the collision repair industry will also continue throughout the year as they host their Cars, Careers and Celebrities Career Fairs in cities across the nation in order to connect industry professionals with potential future employees.
Volvo to Sell Self-Driving Car Tech to Other OEMs
Volvo is forming a joint venture with Swedish automotive safety supplier Autoliv to develop autonomous driving software and sell it to other automakers. It’s the first time an automaker has partnered with a “tierone” supplier to develop self-driving technology. The deal will see Volvo and Autoliv move their autonomous vehicle software development and intellectual property to the joint venture, which will start with an initial headcount of 200 employees (split between the existing staffs of both companies) and will grow to more than 600. The new company will be headquartered in Volvo’s hometown of Gothenburg, Sweden. Both Volvo and Autoliv will transfer their autonomous vehicle intellectual property to the new joint venture, with Autoliv acting as the exclusive supplier of any developed technology to outside companies (Volvo will purchase directly from the joint venture.) Volvo has a history of developing safety innovations that it then provides to other automakers. Unlike Volvo inventions such as the three-point seatbelt harness, this autonomous tech won’t be available free of charge.
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—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.
Industry Insight with John Yoswick
MSO Symposium Looks at International Business Models, Slow-Down in Consolidation Consolidation of the industry by the remain the same,” he said. so-called “Big 4” multi-shop operaTo gauge the rate of MSO growth, tors (MSOs) slowed significantly in Romans looked at the total sales of the the first seven months of this year, but shops that the “Big 4” MSOs—ABRA, that isn’t a sign that such consolida- Caliber, Service King and Boyd Group tion is ending, a speaker at this year’s /Gerber—acquired in each of the last NACE predicted. four years. Those acquisitions transIndustry consultant Vince Ro- ferred $300 million in sales to the Big 4 mans of The Romans Group kicked in 2012, $265 million in 2013, and a off the half-day “MSO Symposium” whopping $964 million in 2014. But during NACE with a statistic-laden that dropped to $535 million in 2015, summary of the state of consolidation and totaled only $188 million in the first in the collision repair industry. seven months of this year. While the Big Romans said MSOs and the in- 4 combined added 178 locations last dustry as a whole enjoyed a year, they added just 61 this very good 2015 in terms of year (as of the end of July). the growth of the overall ABRA in particular, he said, market. He estimated 14.5 has “taken a breather,” not million accidents resulted in making any multiple location 11.3 million repairable vehiacquisitions in the first half of cles in 2015, with total re2016, after being very aggresVince Romans pairer revenue (insurer- and sive in the two prior years. customer-pay combined) topping Romans said he didn’t know what that $34.1 billion. That’s a nearly 5 percent decline means, other than that things have jump over 2014, “and 2016 could also clearly slowed down.
In terms of combined total revenues, the Big 4 have grown from $500,000 million in 2006 to $3.7 billion last year. Multi-location franchise networks (such as CARSTAR and Fix Auto USA) have seen much more modest sales growth in that time, going from $1.1 billion in 2006 to $1.3 billion last year. When other MSOs with annual sales of $10 million or more are also added into the mix, the MSO market as a whole has almost tripled its sales from $3.8 billion in 2006 to $10.2 billion last year. That means that large MSOs captured about 30 percent of the industry’s total revenue last year. That said, Romans noted that the Big 4’s 1,400 shop locations is still a small percentage of the total number of shops, which he pegged at nearly 33,000. “There’s still a lot of independents out there,” he said. “In my opinion, there’s still a lot of opportunity for the shops that not part of this consolidation group, or even part of a multi-location
operator group.”
Future MSO growth gauged But Romans looked forward as well as back in terms of consolidation, offering two projections for what he sees the industry looking like in terms of MSOs in 2020. In terms of the “Big 4,” Romans forecasts they will grow from their current annual sales $3.7 billion and 10.9 percent market share to about $6.5 billion and a 17 percent market share by 2020. In a second, “more aggressive forecast,” he said based on “some claims that a couple of consolidators have made recently about where they might be,” the Big 4 may hit $7.5 billion or 19.7 percent market share by 2020. When the franchise networks are added in, along with other MSO with annual sales of more than $10 million, Romans predicts this segment of the market will have 2020 sales totaling between $15 billion and $18 billion for
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as much as 47 percent market share. cussion on collision industry business of the network in those countries where Romans said whether that figure models around the world. Panelists they don’t feel they’re getting an adesounds startling or not “depends on were asked, for example, for countries quate solution,” Hogg said. your perspective.” where they see insurers and collision He noted that Fix Auto has ex“For 4.5 years from now, I don’t repairers working particularly well topanded into four new countries in the think that’s a big deal,” Rogether. Jonas Gunnarsson, a last 18 months. mans said. “I think it will start vice president of Car-o-Liner, “Our problem is we can’t expand to be a big deal when those said his home country of fast enough,” he said. “It does take time segments start to represent 60 Sweden would fit that deto ramp up.” percent or 65 percent of the scription, but also the Middle The Fix network hasn’t signed a market. That kind of structural East country of Dubai. global arrangements with any insurer, change will be even greater “If you have a collision in but Hogg said that is a long-term obJonas Gunnarsson Dubai, you come to a place than we experience today.” jective. The network in each country In the even shorter-term, Romans where you have sort of a supermarket: the operates somewhat autonomously – said maybe the industry will be talking police are there, insurers are there, workeach chooses its own management sysabout the “Big 5” rather than the “Big 4.” shops are there, inspections are there, tem, for example – but data from all “I suspect maybe we’ll see maybe a rentals are there,” Gunnarsson said. “A such Fix shops is fed into “the Fix hub.” fifth consolidator somewhere in the next one-stop shop. It’s working very well.” “So from an insurer perspective, 12-18 months that could come into this As insurance increasingly be- we’ll be able to report on a consolidated market and really mix it up,” Romans comes a global enterprise, the panel [global] basis,” Hogg said. said. “It could be an international entity, was asked how they see the collision He also voiced a concern often disor it could be another aggressive [U.S.] repair industry responding. cussed within the United States but that entity funded by private equity or some Dan Hogg, the chief fihe sees in most markets in other financial channel.” nancial officer for Fix Auto which Fix operates. World, said he sees increasing “From a network perspecinterest among insurers for extive, our shops pursue OEM International perspectives shared This year’s MSO Symposium was open panded partnerships. shop certification where it not just to those from MSOs but also “Conversations we’re hamakes sense for their business, larger single-location shops (those with ving with some of the European but I tend to think that the reDan Hogg annual sales in excess of $3 million) as insurers indicate they are intermuneration for obtaining those well. ested in us expanding into other countries certifications is lagging behind the actual The event included a panel disso they can take advantage of the benefits cost of doing so,” he said.
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CAPA Announces New Certification Standard for AC Condensers
The Certified Automotive Parts Association (CAPA) has announced the CAPA 602 Standard for the Certification of Aftermarket Air Conditioning Condensers; which includes performance testing requirements for leak resistance, burst resistance and heat exchange as well as fit. “Manufacturers who choose to certify their parts to CAPA’s Standards have a way to clearly demonstrate the quality of their products to the repair industry,” stated Deborah Klouser, CAPA director of operations. “The CAPA 602 AC Condenser Standard joins the CAPA 601 Radiator Standard as part of CAPA’s Cooling Parts Standards, which will also include a standard for cooling fans.” In addition to AC condensers and radiators, CAPA also certifies part types including fenders, hoods, grilles, bumper covers, headlamps, taillamps, fog lamps, front and rear bumpers, reinforcement bars and energy absorbers. Parts that meet CAPA certification requirements are authorized to display the CAPA Quality Seal and are identified on CAPA’s Certified Parts Listing at www.capa certified.org.
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 59
Automechanika Chicago & NACE Team Up in 2017
First Responder Extrication Demo at Butler’s Collision Kicks off NABC Lineup More than 25 Detroit-area first responders recently smashed windows, deployed airbags and cut up vehicles at Butler’s Collision in Roseville, Michigan, kicking off the National Auto Body Council’s (NABC) Fall schedule of First Responder Emergency Extrication (FREE™) training sessions. Hosted by National Auto Body Council members, the FREE program provides local first responders across the country with unique, valuable instruction and hands-on extrication practice specifically on late-model vehicles with complex airbag systems, sophisticated electronics and high-strength steels. “We are dealing with a whole new car; high strength steel that poses a little bit of a different problem. Now we are dealing with the issue that when we cut into the car, if it catches on fire, we have to worry about the battery,” explained Jeff Kaczynski, one of the participating Roseville fire fighters. “We worked on brand new cars with every new safety feature, so we are seeing airbags in the posts and pillars, side airbags, airbags in the seats, so it poses lots of different threats out there. It’s nice to get training like this on newer cars so we can do our job much better,” Kaczynski concluded.
The FREE training programs are provided at no cost to fire departments, thanks to the contributions and collaborative efforts made throughout the collision industry. Nearly 50 late model vehicles, typically 2-3 for each event, have been donated by State Farm and Audi of America for the upcoming Fall FREE schedule. Extrication tools and instruction are provided
by Holmatro Rescue Equipment, with venue, event coordination, food and refreshments hosted by participating repair facilities. The demo at Butler’s Collision was the first of 11 first responder events scheduled by 1Collision Network, utilizing two of the seventeen 2016 Audi A3 e-trons donated by Audi of America. “We’re excited and pleased to partner with the National Auto Body Council, State Farm, Audi of America and all the participating shops to increase the opportunities for first responders to further hone their skills
Axalta Appoints Samuel L. Smolik to Board of Directors
Axalta Coating Systems has an- tain the sustainability of our operanounced that Samuel L. Smolik tions.” has joined the company’s board of Before assuming his current directors. Smolik is senior vice position at LyondellBasell Induspresident – Americas manufactur- tries in 2015, Smolik was vice presing at LyondellBasell Inident—global health, dustries, a plastics, chesafety, environment and mical and refining comoperational excellence at pany serving businesses the company. From 2005 in the packaging, electronthrough 2009, he was ics, automotive parts, hovice president—global me furnishing, construcdownstream health, sation materials and biofuels fety, security and envisectors. ronment at Royal Dutch “Sam’s broad man- Samuel L. Smolik Shell and before that held agement experience and his exten- a similar position at Shell Chemisive operations expertise will make cal. Between 1975 and 2004, Smostrong contributions to the board,” lik held a number of positions of said Charlie Shaver, Axalta’s increasing responsibility at The chairman and CEO. “Sam’s wealth Dow Chemical Company, including of expertise gained during his ca- a role during its merger with Union reer working at some of the world’s Carbide, before attaining his final leading chemical and oil and gas position as vice president, global companies will provide valuable in- environment, health, safety and sesights into how we can continue to curity. accelerate continuous improvement Smolik has been a member of in our global operations. His deep the American Fuels & Petrochemiknowledge of environmental, health cal Manufacturers Association, the and safety systems will prove espe- American Chemistry Council’s Recially valuable as we continue to re- sponsible Care Committee, and The inforce our health and safety pro- Conference Board’s Chief EH&S tocols as well as our commitment to Officers Council, among other affirespect the environment and main- liations. 60 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
on 2016 Audi vehicles with model year technology, enabling them to save critical seconds and lives,” said Jim Keller, president of 1Collision Network. Other repairers hosting FREE events this fall include 3D Auto Body & Collision Centers, Weber’s Body & Frame, Service King, CARSTAR Metcalf, Gapsch CARSTAR and A&B CARSTAR Smithville. “NABC’s first responder extrication program is an excellent way for shops to give back to their local communities and to demonstrate the professionalism and integrity of our collision industry,” said Michael Jordan, chair of NABC’s First Responder Emergency Extrication (FREE) program. “We urge anyone interested in hosting this program to attend any of our upcoming events, join the NABC and contact us to schedule an event in your area.” For more information about NABC’s FREE program, contact Mike McManus at 414-768-8000, ext 119.
According to Automechanika Chicago, they will create a unified stage using NACE’s strong relationships within the collision and OE community combined with Automechanika Chicago’s global strength throughout the automotive aftermarket. Working in collaboration, the two entities will forge a partnership focused on training and product discovery for automotive technicians, shop owners and parts distributors. A combined Automechanika Chicago and NACE show will take place July 26-29, 2017 in Chicago. “We are extremely pleased with this alliance,” stated Dennis Smith, president and CEO of trade fair organizer Messe Frankfurt North America. “The industry has been asking for this, and we listened. By combining the expertise of two undisputed market leaders, Automechanika Chicago and NACE, we are confident in our ability to offer a comprehensive platform for companies interested in reaching collision and mechanical repair shops en masse.” For more information, visit www.Automechanika Chicago.com.
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 61
What Shops Can Expect to See in Vehicle Hacking, Accident Avoidance Technology & Cybersecurity by Stacey Phillips
Leading automakers and experts in vehicle security, telematics technology, and diagnostics and repair shared their insights with the collision repair industry during the Technology & Telematics Forum at NACE CARS Expo & Conference in August. They discussed how advanced technologies, connectivity and the Internet are changing the automotive industry. Presented by the Automotive Service Association (ASA) and Automotive Technology Experts, the forum was sponsored by the Alliance of Automobile Manufacturers, a group of 12 of the leading car manufacturers in the world. Here are some of the highlights from the three presentations: Vehicle Hacking, Accident Avoidance Technology and Vehicle Security.
Vehicle Hacking Donny Seyfer, chairman of ASA, moderated a session on vehicle hacking that featured Craig Smith, a reverse engineer and “white hat hacker,” and Mahbubul Alam, who specializes in developing solutions to respond to vehicle hacking. As a “white hat hacker,” Smith tests what the “bad guys” might do to hack a car. “If I want to go after a vehicle, typically what I’ll do for the most impact is see how far away I can manipulate the physical aspects of the car,” he said. He will usually look at 3G or cellular connections and attempt to unlock the doors or start the vehicle. Smith predicted that encryption will increasingly be utilized to address hacking as more technology is incorporated into vehicles. With the development of new software, connectivity and content all happening at the same time, Alam said that over the next 10 years consumers and shops are probably going to see the biggest change in vehicles since the days of Henry Ford. He gave a simple analogy, comparing the vehicles of today to a hamburger. Like a burger with all of the different layers of condiments, the technologies in vehicles are being added on top of one another. “They have never been designed to be a single system,” said Alam. “They all came from different suppliers. Security was just an afterthought that came along.”
He stressed the importance of designing security for vehicles from the ground up and referred to the five “Cs” that will need to be addressed:
1) Chipsets (that go into your electronics)
are manufactured in the future. Summary of presentation based on information shared by Craig Smith, Theia Labs; and Mahbubul Alam, Movimento.
nologies to improve safety,” said Forkenbrock. During the session, he highlighted some of the crash avoidance technologies currently available. There are two main types: passive and active. Passive avoidance technologies have been around for several years and include forward collision warning, lane departure warning and blind spot detection. Those in the “active” category physically change the state of the vehicle and are becoming more common. There is Lateral Deviation Support (LDS), which includes lane keeping support, lane centering control and blind spot intervention; and Automotive Emergency Braking (AEB), which includes dynamic brake support, crash imminent braking and pedestrian crash avoidance and mitigation. AEB systems, which vary by vehicle, use sensors to detect objects in a driver’s path and become operational just before the crash. NHTSA has performed research on crash avoidance technology for the last six years. This includes test track evaluations, safety benefit estimation, crash data analysis and ultimately de-
Accident Avoidance Technology Roy Schnepper, chairman elect of ASA, moderated a session on accident avoidance technology. Garrick For-kenbrock from the National Highway Traffic Safety Administration (NHT SA), spoke about the administration’s focus on crash avoidance technologies. He said (l to r) Moderator Donny Seyfer, chairman of ASA; Craig their mission is to save lives, Smith, a reverse engineer and “white hat hacker;” and prevent injuries and reduce Mahbubul Alam, a developer of solutions to respond to the economic costs due to vehicle hacking road traffic safety through ed2) Clients ucation, research and safety standards. 3) Connectivity According to the NHTSA, about 4) Cloud-based 32,500 people died on American road5) Content being shared ways in 2015. This number is up 7.7 percent from 2014. Ninety-four percent While developing future security sys- of the crashes can be attributed to some tems, Alam said car manufacturers form of human choice or error. “When should consider borrowing best prac- we look at these numbers, there is a big tices from other industries such as fi- opportunity for crash avoidance technance, defense, utility, aviation and manufacturing, to determine how they might apply to vehicles. The amount of software and technology going into cars is increasing inal every year. Currently, vehicles have apChoose Only Orig proximately 80 percent hardware and R T S! A P T OLE R V E H C 20 percent software. Analysts project that nine years from now, in 2025, it is Dedicated Wholesale Staff Competitive Wholesale Prices estimated there will be 60 percent software and 40 percent hardware. HOURS: With the close link between data Mon - Fri 7:30-8:00 and software, Alam said manufacturers Sat 8:00-2:00 will need to monitor what types of software are on the vehicles to make updates when new solutions are launched 3670 Jefferson Davis Hwy // Fredericksburg, VA 22408 and monitor how they are functioning. This is similar to a mobile phone, which needs to be continually upgraded. Also similar to a mobile phone, consumers will have the option to upinal grade when and if they want to. “When Choose Only Orig RTS! A it comes to vehicles, there are certain P C ILL A D A C demographics they aren’t going to feel comfortable updating,” said Alam. InExceptional Customer Service Prompt & Dependable Delivery stead they will go to dealerships, which will become an extension of the OEMs HOURS: when it comes to updates. Mon - Fri 7:30-5:30 These are all new concepts for the Sat 8:00-2:00 auto industry, and Alam stressed the importance of matching technology with human acceptance when deciding 3421 Jefferson Davis Hwy // Fredericksburg, VA 22401 which solutions to use in vehicles that
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veloping objective test procedures to evaluate system performance. “We believe in the technology are making efforts to disseminate our research findings in reports and presentations,” said Forkenbrock. “We have worked with the industry and the Insurance Institute for Highway Safety (IIHS) to establish a voluntary commitment to have most automakers make AEB standard equipment by the year 2022.” There are also plans to incorporate AEB into the new cars assessment program for the model year 2018. According to NHTSA traffic safety facts, there are about 1.7 million rear-end crashes each year. Although not all of them would benefit from AEB, Forkenbrock said that approximately 910,000 per year could potentially be avoided or mitigated. It is also estimated that the combination of forward collision warning, crash imminent braking and dynamic brake support could prevent 200,000 minor injuries, 4,000 serious injuries and 100 fatalities. Approximately 613,501 lives have been saved by auto safety technologies over the last 50 years, according to NHTSA. “Safety will continue to be a major influencing factor for innovation
including crash avoidance technologies,” said Forkenbrock. More information and videos are available on the following websites: www.nhtsa.gov; www.safercar.gov; www.youtube.com/user/USDOTN HTSA/Featured Following Forkenbrock’s presentation, Mark Allen from Audi talked about the types of driver assistance/ crash avoidance technologies from the
radar cruise control and the lane keep assist system. More information about these technologies can be found on their websites: www.audi.com and www.mazda .com.
Vehicle Security During the third portion of the forum, Bob Redding, lobbyist for ASA DC, moderated a seminar on vehicle cybersecurity with guest speakers Lauren Smith from the Future of Privacy Forum and Bob Gruszczynski from Volkswagen. Smith said that transportation is expected to change more in the next five years than it has in the last 50. One (l to r) Moderator Roy Schnepper, chairman elect of of the biggest changes is that ASA; Matthew Valbuena, Mazda; Richard Salceda, cars are increasingly relying Mazda; and Mark Allen from Audi. Not shown: Garrick on more data and sensors, Forkenbrock, NHTSA and becoming more like a car manufacturer, such as Audi’s computer. adaptive cruise control, active lane asData collection in vehicles isn’t sist and top view camera. This was new by any means. Computerized sysfollowed by a summary presented by tems have been in cars since the 1960s Richard Salceda and Matthew Val- and data recorders, used since the buena from Mazda about the com- 1990s, are in 96 percent of cars today. pany’s new technologies. These inclu- However, there have been many recent de driving position and interior layout, developments.
“The prediction is that 50 billion connected devices will exist by 2020,” said Smith. Not only is more data being collected, but it is also being communicated outside of vehicles through the manufacturer, a plug-in or a service installed by the owner of the car. This can include sensitive data such as where someone is located as well as biometric information that collects physical and biological characteristics of the driver. Smith cited the example of internal cameras that capture facial recognition, voice samples and the individuals who are in the car. Another area of sensitive data being collected includes behavioral driving patterns. Behaviors such as speed, steering and braking could lead to safety features like driver correction and alerts but according to reports, your behavioral driving patterns could be as identifiable as a thumbprint. Smith said it’s important to look at what types of images are being stored on the car and being sent off and how this information is being used. As part of the Future of Privacy Forum, she said their approach is to determine best practices for these See What Shops Can Expect, Page 64
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 63
ABRA’s New Career Development Academy Offers Attractive Incentives & Aims to Train and Place the Workforce of Tomorrow by Stacey Phillips
Graduates of ABRA Auto & Glass’s new apprentice technician program are being offered attractive incentives that most new employees dream about: immediate job placement, average salaries of $80,000, eligibility for a retention bonus and thousands of dollars in tools. The Springboard Apprentice Technician Program was launched this past summer at the company’s new Career Development Academy in Eagan, Minnesota. Autobody news spoke to David Kuhl, the chief people officer at ABRA, about the program, which focuses on attracting and retaining the best talent in the industry. Kuhl said the sky is the limit for these students who represent the workforce of tomorrow.
Q:
Can you please tell us about ABRA’s Springboard Program and the Career Development Academy (CDA)?
ABRA was established in 1984 A: and has more than 5,200 employees who work in the company’s 334
repair centers located in 24 states across the nation. The company launched a five-week accelerated training program in July, which is held at our new Career Development Academy. The 14,000square-foot facility is located in Eagan, Minnesota and is both a training and production facility.
Erik Klawiter, Joshua Rohde (ABRA CDA General Manager in back row), Vang Lor, Derrick Pegues, Andrew Olson, Tyler VanAlstine, Beng Lee, Duane Rouse (President, CEO of ABRA Auto Body & Glass), Dan Libby, and Keeran Nicholls celebrate the official ribbon cutting of the ABRA Career Development Academy
The program was implemented to prepare students with the skills and knowledge necessary to perform disassembly and reassembly of vehicles, minor dent repair, plastic bumper repair, steel welds, set up a vehicle in a
matic enhanced diagnostic recognition and transmitting the data to a What Shops Can Expect cloud. “It’s the responsibility of the retypes of new technologies and figure pair shop owner to make sure that the out how to enable the technologies to systems in the shop are secure,” said exist and be useful but also to think Gruszczynski. “You don’t need to haabout consumer protection. “Yes, your ve an IT guy on staff or on call, but car is learning more and more about you should have somebody on your you and sometimes that sets off red staff who does understand all of the aspects of the data that comes from the vehicle and where it goes.” He also recommended that shops do their best to stay educated about new requirements. “I think there needs to be continuous work together to make sure the data stays (l to r) Moderator Bob Redding, lobbyist for ASA DC; safe, consumers stay safe Lauren Smith, Future of Privacy Forum; and Bob and vehicles stay safe,” said Gruszczynski, Volkswagen Gruszczynski. Smith agreed. flags,” said Smith. “But the reality is “This is the very beginning of this that what your car knows about you debate and I think as the data grows can save your life and we’re here to and as the technologies grow this foster those conversations.” will become a bigger and bigger Gruszczynski spoke to attendees topic,” she said. about the short- and long-term soluSummary of presentation based on tions to address cybersecurity issues. information shared by Lauren Smith, These include vehicle manufacturers Future of Privacy Forum; and Bob using gateways, shutting down auto- Gruszczynski, Volkswagen. Continued from Page 63
64 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
measurement system, and non-structural glass removal and install. Those who complete the apprentice program have the option to continue their training to become a C-Level technician with ABRA. Our instructors use I-CAR programs and certification as part of the apprentice program and our vendor partners have donated equipment for the shop, which has created a real production environment.
sive, and would expedite the learning curve pretty significantly. The bottom line is that we have an opportunity to deliver highly skilled and motivated C-level technicians who are not only trained but embody our culture and values. The good news is
What prompted the opening of Q: CDA? Three things prompted its opening: our demands, the ABRA A: approach and millennials.
As far as our demands, we are leaders in customer service, quality and cost. This is awesome, but the challenge is finding enough talent to do the work that is coming in the door. In terms of the ABRA approach, our company has had an intense focus on quality and lean manufacturing. This is a very specialized way of doing our work. We felt that we needed a specialized training program that was immersive and inten-
Beng Lee (SpringBoard Apprentice) confers with Joshua Rohde (ABRA CDA GM) on sheet metal work
that our repair centers are literally fighting to employ our CDA graduates. The third reason we opened the academy has to do with millennials. Quite frankly, millennials aren’t going into the trades at the same rate as the
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generations before them did. This problem is not unique to ABRA. There is a huge demand and we need to educate people about this industry and how wonderful and lucrative it can be. We’re not just educating the general public, but individuals who might be choosing between college or the trades.
It sounds like ABRA is meeting Q: an important need in the industry. How many students have applied
for the program and will all of them be placed in an ABRA location upon graduation?
We used several media outlets A: to get the word out and we had a really good turnout! We actually had
450 applicants and there were 10 students in our first class. We’ve placed 100 percent of our graduates to date. We have so much work that we could literally hire 150 experienced body technicians. As we move forward, the plan is to have 100-125 academy grads per year and we may even build additional programs on top of that. It has been really amazing and exciting to see so many people who raised their hands and wanted to be part of this. Many say they were struggling
and couldn’t go to college or were in jobs with little or no future. The program has literally changed their lives.
What is the cost of the proQ: gram? This is what makes us really A: unique—there is no cost. In fact, we pay them for the duration of the five weeks of training. When they graduate, we give them about $3,000 worth of tools, and they are placed in clean, wellrun repair centers. On top of that, we
We wanted to make sure we got the best of the best. Everyone is looking for talent and by creating such a unique and loyal experience, we hope they don’t even think about leaving ABRA when other companies come knocking on the door. We are currently looking for more students, folks who are highly passionate about cars and committed to a career and want to be part of what we think is the best apprenticeship program on the planet.
How will this initiative address Q: the talent gap in the industry and what is ABRA’s vision for the academy?
(l to r) Christine Newman, Nick Spadoni, Ivy Hoffman, and Neal Sims; members of the Academy’s second class of 10 apprentices, watch as Loren Estwick (ABRA Technical Trainer), shows how to prep a bumper cover for repair
wanted to make it even more compelling. We give them a sign-on bonus paid out over a couple of years, which is a significant amount of money.
Many of our leaders in the comA: pany started as a body technician or as an estimator and ended up
managing a store, a market, or a region. It’s much more than a technical job for some folks—it’s a career. It can be a very lucrative and successful job. We want to share that information with the general public and also to people in the trades. I honestly feel that we have created opportunities for folks who might not have thought about collision repair.
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Ivy Hoffman mixes metal glaze for small repair in metal finishing
have more join on as we go forward. Our goal is to build awareness about not just ABRA but the opportunities in this industry as being a great place to start or advance your career. Many in the industry were surQ: prised to hear that technicians could earn $80,000 a year. Is this a
real possibility for technicians?
It’s not a possibility; it’s a realA: ity. As we share information about the program, we want to be very See Workforce of Tomorrow, Page 67 Original BMW Parts
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For instance, We’re seeing a good number of women coming into the program, which traditionally has not happened in our industry. I’m really proud and excited to see that we have three women in a class, and we’re hoping to
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©2016 MINI, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks. www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 65
Friday Fun: Honouring the First Camaro, A Body Shop Builds a Ghostbuster Replica and Tesla Goes Camping by Jeff Sanford, Collision Repair Magazine
This week’s round-up includes the very first Camaro ever built, a shop that build a replica of the Ghostbusters ride to welcome back a staff member from surgery and the group of enthusiasts who are reprogramming their Teslas for “Camper Mode.”
► Chevrolet Camaro No. 100001 takes a place of honor on Woodward Avenue this week as the massively popular Dream Cruise gets underway. According to a report in the Detroit Free Press, the first Camaro ever built “was secretly put together with handmade parts in a WWII-era warehouse in Norwood, Ohio, almost exactly 50 years ago … The world got its first glimpse Aug. 17, 1966, when the Free Press and other newspapers ran an ohso-1960s teaser photo of a pretty woman in a top hat, heels and a tuxedo jacket pointing a magic wand at one headlight and the front corner of GM’s new muscle car, developed in haste to compete with the smash-hit Ford Mustang … The car was so completely unknown that a Free Press caption writer advised readers ‘Camaro … which rhymes with arrow.’” The report quotes Mark Gessler, President of the Historic Vehicle Association, as saying the car launched the Camaro versus Mustang rivalry. “Where better than the Woodward Dream Cruise to bring it home and share it with people? It’s one of the most collectible cars of all time,” said Gessler. The car will sit in a glass case along Woodward from Wednesday through to the end of the Dream Cruise on Saturday night. The Camaro was lost for decades. According to the article Logan Lawson, a 13-year-old boy living in Hutchinson, Kansas, saw it online. His father judged car shows and “had a collection of Shelby Mustangs he sold during the Great Recession to save Coach Lite Carwash Co., the family business...” The two thought there was something unusual about the Camaro, “but its owner didn’t have the time or resources to research it. He’d lost his job and house and needed money to start a new life.” ► AJ Syed, an auto body specialist in the American south had a heart attack, but didn’t realize it. “I was helping my neighbor putting a fence on and she`s a nurse....she sent me to the doctor to go check your heart. So I went there
and they said you had a heart attack last night. I said okay, what should I do? They said surgery.’ To celebrate his return from the brush with death, Rob Terranova, CoOwner of West County Auto Body, came up with a special project. According to a report from the local Fox affiliate, “a road trip to Arkansas brought back the 1985 Caddy and soon the crew of auto collision specialists at
A replica Ecto-1, currently under construction at West County Auto Body. The facility took on the project to welcome back a staff member recovering from surgery
West County Auto Body grabbed their plasma welders and began rebuilding an iconic classic car from film,” a reproduction of “Ecto-1” from the movie Ghostbusters. “It’s just actually really exciting to get because we work on collision cars all day long,” said Terranova. ► A campsite was reportedly evacuated in New Hampshire recently when more than 80 cars were burned in a fire. Tens of thousands of people had descended on the park for a concert. One of the tightly parked cars caught on fire. The first blaze then spread to dozens of other vehicles. ► The Insurance Bureau of Canada says severe storms that swept across the Prairies last month caused more than $48 million in insured damage. “Intense thunderstorms produced strong winds, hail, lightning, heavy rain and funnel clouds in Alberta, Saskatchewan and Manitoba,” according to a report from the CBC. “Bill Adams, a vice-president with the insurance bureau, said severe storms are happening more often and with greater intensity across the Prairies.” ► Many major media outlets took note that the National Highway Traffic Safety Administration in the US updated a probe of more than 8 million airbag inflators made by ARC Automotive after a driver was killed in Canada when an inflator ruptured in a Hyundai vehicle last month. The investigation covers inflators used by General Motors, Fiat Chrysler Automobiles NV, Hyundai Motor Co. and
66 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
Kia Motors and covers at least 8 million inflators used by the automakers through 2004, but could include newer vehicles, the agency said. Canadian regulators are also investigating. ► Car sales in China shot up by 26.3 percent in July. That month 1.6 million cars were sold in the country. In the first seven months of 2016, sales went up 11 percent to 12.64 million cars. Vehicle sales, commuter cars and business cars are also up to 9.84 percent counting around 14.68 million units in the first seven months. The country is on track to buy more cars than the US again this year. A government policy that cuts the purchase tax on cars with engines smaller than 1.6 liters helped to drive sales. ► A Denver woman reached out to the local television station Fox 31 with a complaint. She said she “received a collections notice for five parking citations, issued while her vehicle was supposed to be in an auto body shop for repairs. ‘They racked up a bunch of tickets and they didn’t even tell me,’ Morgan Brooks said.” The company has seemingly disappeared. The owner of the building said
the previous tenants had been evicted for lack of payment. ► A story on Bloomberg News looks at Tesla enthusiasts who have programmed in various versions of “Camper Mode.” According to the report “other electric cars—the Nissan Leaf or BMW i3, for instance—don’t yet have the battery range to drive to a remote destination, park, leave the car’s HVAC system running overnight, and return home.” The Tesla does. ► J.D. Power’s 2016 Vehicle Dependability Study found a 3 percent decline in the reliability of cars and trucks after three years of ownership, with an average 152 problems per 100 vehicles. “There’s no doubt the problems people are finding with their vehicles have increased,’ said Renee Stephens, VP of US Automotive Quality at J.D. Power. “You can tell the consumer is frustrated.” ► Audi is working on a prototype electromechanical rotary damper that would replace the hydraulic dampers used today. The rotors would also produce some electricity. According to the press release, “The principle behind See Friday Fun, Page 69
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Continued from Page 65
Workforce of Tomorrow
thoughtful and careful what we tell them about the career path and the income trajectory. As we look across ABRA today, an $80,000 salary is an average number. Almost 25 percent of our technicians earn over $100,000 a year, and it really comes down to the individual’s ability to be efficient, productive and be able to work on a team. A lot of people might not realize that it can be as lucrative as that. As part of our lean process, our technicians can become highly successful when they follow our process. It is an alternative to going to college and racking up a bunch of debt; you can really earn a nice living being a body technician.
When you were formalizing the Q: program, what did you learn? We went out into the field and talked to our seasoned techniA: cians and store leaders. We asked
them how long it would take to become a really good C-level technician. They told us that you would have to
work on hundreds and hundreds of cars. We took that as a challenge. The initial timeframe we gave was about 12-18 months, as a best-case scenario.
Christine Newman practices her use of a hammer and dolly within the metal finishing portion of training
We have a very regimented program and have been able to take that from 12 months to literally three months. I’m proud to say that the two first classes graduated and they’re doing work that typically would take 12 months. All of a sudden people realized that the right learning environment will create incredible quality, proficiency and production. This is changing the way we are thinking about talent. If we can do this in five weeks and maybe another month in the field, it will alter the way we think about bringing talent in. The last piece that is really inter-
esting is that we’re not screening for technical skills. We can take someone who just graduated from high school who welds cars, and maybe has been working in the backyard or with their dad on a car and we can put them through two online assessments that look at attitude and personality, and mechanical aptitude. We are able to determine who has the attitude, work ethic, the process focus and the mechanical aptitude for this industry. It’s phenomenal how people have gone through those assessments, and then done really well in the program.
What are the initial indications Q: after launching in July? When you start a new program like this, you really don’t know A: what to expect because the industry
doesn’t have a well-defined career path for body technicians. Part of our work is to define what it really means be an A-, B- and C-level tech and the skills, experiences and proficiencies needed to get from one level to the next. We think that’s important because it gives us an opportunity to articulate and explain the training that is
needed to get to the next level. It also gives us the ability to set compensation according to specific skill levels and competencies. This is particularly important with millennials, who are continuous learners and grew up with the ability to selfeducate. Although the program is not just for millennials, that seems to be a constant trend. It allows them to know how to reach a certain goal, what it takes and then what happens at that point.
Does this have any effect on Q: technical schools? Some people have asked us if A: we are taking students away from technical schools. We really
aren’t. Instead, we are reaching out to many potential applicants who never even considered this career. The industry has a shortage of talent. Our hope is that our competitors may also see this as a good opportunity to find talent and encourage more people to join this industry. For more information about ABRA’s Springboard program and the Career Development Academy, call 763-585-6362 or visit www.abracda .com.
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www.autobodynews.com | OCTOBER 2016 AUTOBODY NEWS 67
Tips for Busy Body Shops Five Ways to Deliver Outstanding Customer Service with Stacey Phillips
An automobile accident can be a very traumatic experience and vehicle owners look to us, as body shop owners and technicians, to take care of them and their vehicles. It seems obvious, but sometimes when we’re caught up in the day-to-day routine, we can easily neglect to provide excellent customer service. “The customer is the lifeblood of your business so treat them that way,” said Mike Cassata, during a recent presentation at NACE CARS Expo & Conference in August. “Make sure they understand that you value them and they are the reason you are there.” The owner of Hammer Insights told attendees that a well-treated and
take that much time to implement but the benefits can be huge for your business.
Make a Good First Impression Many shops focus on technician training, but it’s important not to forget the office staff. They are the first ones a customer talks to, both over the phone and in person. Train your staff to always be courteous and to ask customers when it’s convenient for them to drop off their vehicles. Can they easily find your location? Make sure your shop has adequate signage to be seen from the road and provide plenty of parking if possible. When customers arrive, greet them at the door
Importance of the Customer by Kenneth B. Elliott
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him… He is doing us a favor by giving us an opportunity to do so. satisfied first-time customer can turn into a repeat customer and eventually become your regular client and an advocate of your shop. Over time, you may even develop a personal relationship and they may soon begin to feel like your friend. Not only is this beneficial for your business, it’s important to insurance carriers as well. “We have a grocer, doctor, dentist, baker, butcher and mechanic; why not a collision repair professional?” said Cassata. Cassata offered tips during his presentation, which is an elective in the Automotive Management Institute’s degree program. The capacity crowd participated in a discussion on how to deliver outstanding customer service. Many of the recommendations don’t
and take the time to go over all of the procedures with them. First impressions are key. The bottom line—“Make your business easy to do business with,” said Cassata.
Provide an Inviting Environment Cassata said that in addition to friendly customer service, a welcoming environment will leave a positive lasting impact on your customers. Rather than entering a shop full of vapor smells and loud noise, consider providing soft music or set up a television in the lobby. Customers will appreciate having a comfortable area to wait for their vehicles and offer coffee/tea, bottled water and soft drinks. Many customers will bring their children and having a place for them to play or read is an-
68 OCTOBER 2016 AUTOBODY NEWS | www.autobodynews.com
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.
other good addition. Also, make sure to have clean restrooms that are easily accessible.
Be Empathetic For many customers, a visit to your shop will be the first time they’ve been in an accident. They may feel lost and confused. Help them feel comfortable and let them know you understand what they are going through. A little TLC will go a long way. “In many cases, you will be the only insurance company representative to meet the customer face to face,” said Cassata. “Fix the customer first, then fix the car!”
Deliver Peace of Mind Exceed their expectations! Assure your customers that you will provide the best service possible and repair their vehicles to the required specifications. Always partner with the best in the trade, whether it’s the tow operator, paint manufacturers, jobbers, me-
chanical shops, parts suppliers or IT providers.
Communicate Often How do your customers want to stay informed about the repair process? Find out if they prefer to receive a text, email or phone call. Let them know if the vehicle isn’t going to be ready when originally scheduled and follow up to keep them notified about the progress. “If there is a problem, resolve it quickly before it becomes a bigger problem.” For more information, contact Mike Cassata at 585-794-0914 or hammerinsights@outlook.com.
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State Farm’s Offer & Acceptance Program to Change and the Offer Is Going Down by Jenna Reed, glassbytes.com
State Farm is changing the “offer” in its offer and acceptance program, effective September 19. “State Farm is adjusting the market rates it offers for auto glass pricing in relation to National Auto Glass Specifications (NAGS®) and labor rates,” said Dave Phillips, a company spokesperson. The company is communicating these changes through a notice sent out to AGRR companies. Though Phillips says the company does not reveal pricing information publically, glassBYTEs.com™/AGRR™ magazine editors obtained a copy of the letter. The new pricing rates are: Pricing Zone 1: Currently, 25 percent off of NAGS list price for the piece of glass will change to 32 percent off of the NAGS list price; Pricing Zone 2: Currently, 15 percent off NAGS list price for the piece of glass will change to 24 percent off of NAGS list price; and
Currently, 0 percent off of NAGS list price for the piece of glass will remain at that price.
The more populated areas fall into Zone 1, while rural areas are a part of Zone 3. Labor for AGRR technicians will increase from $35/NAGS labor hour to $38/NAGS labor hour. “There is no change to kit pricing nor to windshield repair pricing,” according to State Farm’s letter. “Your continuation in the offer and acceptance program is an acceptance of the pricing changes.” To view a copy of the letter sent to AGRR companies, click here. http://www.glassbytes.com/ documents/OAParticipantPricing ChangesCommunication.pdf We thank Jenna Reed and glass BYTES.com for reprint permission.
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PPG Earns American Honda Approval
PPG has received approval from American Honda Motor Co., Inc., for use of its NEXA AUTOCOLOR® 2K®, DELTRON®, GLOBAL REFINISH SYSTEM™, ENVIROBASE® High Performance
and AQUABASE® Plus products for warranty repairs of Acura and Honda vehicles in the United States. The announcement was made by Steve Topczewski, PPG OEM business development manager. The approval is reflected in the recently reContinued from Page 66
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eROT is easily explained: ‘Every pothole, every bump, every curve induces kinetic energy in the car. Today’s dampers absorb this energy, which is lost in the form of heat.” The new electromechanical damper system puts this energy to use, converting the kinetic energy during compression and rebound into electricity. ► Ontario’s auto sector absorbed a far greater economic “wallop” during the financial crisis than the damage low oil prices have inflicted on Alberta according to an “internal federal analysis.” A report from Canadian Press says the February memo, prepared for Labour Minister MaryAnn Mihychuk, “examined the two economic crises after some observers had called on governments to help Alberta’s energy industry — much like the 2009 bailout of the automotive sector.” Some in that province want a similar type of assistance “be made available to support the oil and gas industry,” that was made to Ontario auto makers in 2009. According to the report the federal and Ontario governments
leased Acura and Honda Warranty Refinish Guidelines service bulletins. According to the company, these PPG brands incorporate advanced color technology to deliver quality finishes. “PPG takes great pride in partnering with American Honda,” said Topczewski. “Honda has a high standard for excellence, and we are pleased to provide the premium paint products that will produce durable and beautiful finishes for its Acura and Honda brand automobiles. We look forward to continuing our work with American Honda.” PPG has had a longstanding relationship with American Honda, providing a variety of automotive coatings for its vehicles. The latest approval extends to those PPG Nexa Autocolor 2K, Deltron, Global Refinish System, Envirobase High Performance and Aquabase Plus products listed in the aforementioned Honda and Acura bulletins. For more information, visit www .ppgrefinish.com.
www.autobodynews.com “spent a combined $13.7 billion to rescue automakers Chrysler Canada and General Motors Canada from potential bankruptcy. At the time, consumers had difficulty securing car loans because of a credit crunch. Sliding sales stung the car companies, which could no longer generate enough cash to finance their operations. They couldn’t seek help from flagging financial markets, so they knocked on government door.” ► Cell service provider AT&T hired luminary German New Wave film producer Werner Herzog to make a documentary against texting while driving. It’s called From One Second to the Next. It’s powerful. We thank Collision Repair Magazine for permission to reprint their story. Collision Repair magazine is the leading Canadian media brand serving the collision repair industry. For more information see their website at http://www.collisionrepairmag.com/
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