Southwestern Sou uthwestern Edition E d i t i on Arizona Arkansas Colorado Louisiana
New Mexico Oklahoma Texas Utah
35
YEARS
ww ww.autobodynews.com www.autobodynews.com
Automotive Attorney Erica Eversman Discusses Shop Liability and Protection by Chasidy Rae Sisk
On Tuesday, April 18, AASP-PA hosted a presentation during CIC Week in Pittsburgh, PA, featuring Vehicle Information Services Chief Counsel Erica Eversman. Her presentation focused on the liabilities shops are exposed to currently, how shops can protect themselves and tips on getting paid for proper repairs. Eversman took time to discuss some of the key points of her presentation with Autobody News. “The most important thing for shop owners to remember is that they are the professionals. They are re-
sponsible for making decisions, and they are subject to the burden of resolving issues with the consumer or insurance companies, whether it’s related to imitation parts or something else. If it’s not a safety concern; the customer can make some decisions, but shops need to stand firm on safety issues,” Eversman said. Referring to Berg v. Nationwide Insurance, a 2012 Superior Court of Pennsylvania case that handed down a sweeping decision that broadly interprets insurance bad faith under Section 8371, Eversman recounted See Erica Eversman, Page 3
Louisiana Bill Targets Vehicle Safety Inspection Program Louisiana House Bill (HB) 597, introduced by State Rep. Lawrence A. Bagley, R-7, would eliminate Louisiana’s vehicle safety inspection program. In place of the inspection, residents would be required to just pay an annual fee to the office of motor vehicles. The Automotive Service Association opposes this bill and encourages all interested parties in Louisiana to visit ASA’s legislative advocacy website, TakingTheHill.com, to contact their state representatives in opposition. Bob Redding, ASA Washington, D.C. Representative, said, “Repairers understand the importance of these
programs. Studies have shown that vehicle safety inspection programs prevent accidents, injuries and deaths. We encourage repairers and vehicle owners to contact the Louisiana legislature in opposition to HB 597.” ASA urges Louisiana repairers to go to TakingTheHill.com (click “Alerts”) to send a letter to their legislator(s) opposing this legislation. The whole process only takes a couple of minutes. For additional information about ASA, including past news releases, go to www.ASAshop.org, or visit ASA’s legislative website at TakingTheHill .com.
VOL. 35 ISSUE 6 JUNE 2017
CIC Task Force Explores What “Secure Share” Will Mean for Exchange of Estimate Data
ing system, or third-parties like CSI providers, parts locating services, rental CCC Information Services’ newly- car companies, etc. launched “Secure Share” generated Under the current data-exchange both questions and criticisms at the method, a CCC ONE user can transfer Collision Industry Conference (CIC) that data to others using a standardheld in Pittsburgh, PA, in late April, ized “Estimate Management Standard although no company representative (EMS)” file. In many cases, those third-parties have—with a was there to respond. shop’s permission—placed a A new CIC task force “data pump” on the shop’s held a panel discussion related server to automatically pull to the new data-sharing systhe EMS files the shop has tem, and though CCC chose agreed to share. not to attend (citing antitrust concerns), it did send a fourCCC’s “Secure Share” changes this arrangement in page response to questions Frank Terlep several key ways. First, it posed by the task force. “Secure Share” went “live” in early will transfer the data using a “Business Message Suite (BMS)” file, viewed by April (www.cccsecureshare.com), representing a significant change in terms many in the industry as a positive of how shops using CCC’s estimating change. The industry-developed BMS system can share estimate information standard in theory gives users more See CIC Task Force, Page 12 with a shop management or paint mixby John Yoswick
Car Dealership on I-20 in Canton, TX, Hit Hard by Tornado, No One Present, None Hurt by NBC 5 News
A Canton, TX, car dealership took a direct hit when a twister roared through town the evening of April 30.
Interstate 20 Chrysler Dodge Jeep Ram of Canton took a direct hit from the tornado on Saturday, April 30, 2017
Interstate 20 Chrysler Dodge Jeep Ram of Canton received widespread damage to a new showroom and maintenance facility. Dozens of cars and trucks on the parking lot were thrown like toys. Some
landed on their sides and even upside down. An employee said nobody was at the dealership at the time the tornado hit. The business is located on Interstate 20 just east of Canton. The National Weather Service reported at least three tornadoes in Henderson, Van Zandt and Rains counties. Canton Mayor Lou Ann Everett said five people were killed in the storm, that number was revised to four by Sunday evening. “We won’t know what exactly we are dealing with until the sun comes up,” Everett said Saturday night. “We have no power. We have three major transmission stations that are damaged.” Van Zandt County has signed a disaster declaration and first responders have descended on the area from as far as 100 miles away.
Change Service Requested
P.O. BOX 1516, CARLSBAD, CA 92018
Presorted Standard US Postage PAID San Bernardino, CA Permit #2244
2 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
ASA-AZ Training and Expo 2017: Don’t
Features Presentation on “Customer
Care Culture” . . . . . . . . . . . . . . . . . . . . 54
Get Left Behind . . . . . . . . . . . . . . . . . . 10
Sisk - WIN Seminar: Creating a Better
Maaco Location in Austin, TX. . . . . . . . 12
Sisk - WIN’s Extraordinary 2017
Hit Hard by Tornado, No One Present,
Yoswick - Flashback: Panel Calls for End
Cambridge Automotive Group Acquires Car Dealership on I-20 in Canton, TX,
None Hurt . . . . . . . . . . . . . . . . . . . . . . . 1
Customers of Aurora auto body shop
say their cars were gone and parts
were missing . . . . . . . . . . . . . . . . . . . . . 6
Genuine Parts Company Announces
Acquisition Of Merle’s Automotive
Supply. . . . . . . . . . . . . . . . . . . . . . . . . . 8
Gerber Collision & Glass Opens Repair
Location in Utah . . . . . . . . . . . . . . . . . . 6
Golfers Play Their Hearts Out at 2nd
Annual Caliber Classic Golf Tournament to Benefit American Heart Association
Côtes du Coeur . . . . . . . . . . . . . . . . . . . 6
Version of Yourself with Mike Jones . . . 57
Educational Conference . . . . . . . . . . . . 24
of ‘Funny Time’ – Two Decades Ago . . 48
NATIONAL
10 Myths About Autonomous Vehicles from “Driverless: Intelligent Cars
and the Road Ahead” . . . . . . . . . . . . . . . 4
Assured Performance Announces 2017
OEM Certified Collision Care Provider
Conference . . . . . . . . . . . . . . . . . . . . . . 8
asTech™ Launches New [Online]
Sales Page. . . . . . . . . . . . . . . . . . . . . . 58
Auto Care Careers Offers On-Campus
Recruiting Opportunities . . . . . . . . . . . 58
Louisiana Bill Targets Vehicle Safety
Automotive Attorney Erica Eversman
Northwest Louisiana Collision Repair
Chess - Know the Terms: Scanning, ESC,
Omaha, AR Hail Storm Smashes Cars,
Chevrolet Sees Spike in OnStar Spanish
Ranger Collision & Custom in Bandera, TX,
CIC Task Force Explores What “Secure
Inspection Program . . . . . . . . . . . . . . . . 1
Association Hosts May Meeting . . . . . . 14 Auto Body Shops React . . . . . . . . . . . . . 9 Celebrates 50 Years of Repair,
Restoration . . . . . . . . . . . . . . . . . . . . . 22
Discusses Shop Liability and Protection . . 1
SAS’s and ADAS? If Not, Read On… . . 34
Requests . . . . . . . . . . . . . . . . . . . . . . . 58 Share” Will Mean for Exchange of
Estimate Data . . . . . . . . . . . . . . . . . . . . 1
Service King’s Houston Teammates Raise
Honda Kicks Off New Quality Repair
Sisk - Houston Student’s School
I-CAR® Welding Training & Certification
$45,000 For The Arbor School . . . . . . . . 9
Performance Improves After
Obtaining Job at CREF & ASE’s
Career Fair . . . . . . . . . . . . . . . . . . . . . . 18
COLUMNISTS
Attanasio - Elite Electronics Gives Body Shops an In-House Mechanical
Department . . . . . . . . . . . . . . . . . . . . . 50
Phillips - How A Customer Waiting Room Helps Pass the Time & Shows Your
Shop Goes the Extra Mile . . . . . . . . . . . 21
Phillips - Important Considerations When Purchasing New Equipment for Your
Body Shop. . . . . . . . . . . . . . . . . . . . . . 52
Phillips - Industry Veteran Introduces MARP Methodology to Assess
Structural Automotive Realignment . . . 30
Sisk - Choice and Consequence: WIN’s
2017 Educational Conference Keynote
Presentation . . . . . . . . . . . . . . . . . . . . 61
Sisk - WIN 2017 Educational Conference
Campaign . . . . . . . . . . . . . . . . . . . . . . 10 Now Required for State Farm™ Select
Service® Repairers . . . . . . . . . . . . . . . 60
Plans Coming Together for WIA July
Conference . . . . . . . . . . . . . . . . . . . . . 63
PPG Certification Training Programs
Keep Techs on Top. . . . . . . . . . . . . . . . 60
SCRS Education Committee Presents Video on Scanning, Diagnostics
and Calibration. . . . . . . . . . . . . . . . . . . 63
Snapsheet Applauds Allstate’s Focus
on Mobile Claims Settlement . . . . . . . . 56
The Dropout Who Branded a Sauce: Auto
Body Owner-Trainer Spices it Green . . . 16
Two Axalta Coating Systems Global Refinish Brands Re-approved by
BMW for 2017. . . . . . . . . . . . . . . . . . . 57
Why Autonomous Vehicles are Suddenly Taking Off and the Implications for
Body Shops. . . . . . . . . . . . . . . . . . . . . . 4
Women’s Industry Network Announces
the horrific tale of a newly leased Jeep Cherokee which the shop declared a total loss; however, the claim representative argued and coerced a repair since the insurer would lose money on the total loss. The repair took four months, but the insurance company only paid for 30 days of the customer’s rental car. Eventually, the vehicle was returned to the consumers, but the shop was concerned about it being unsafe, and one of their technicians called the customer to warn them. Eversman states, “It’s a long story with very bad actions taken on the insurer’s part. The shop did the right thing at the beginning but gave in to insurer pressures fueled by their fear of losing $12,000. The customer had to drive an unsafe car for three years, and Nationwide bought the vehicle at
Winners of 2017 Scholarship Program . 63
the end of the lease. In the meantime, their decisions put everybody at risk, and the situation could have been resolved early on if the shop had held firm in their professional opinions. Ultimately, these types of calls are the shop’s, no matter how involved they are with the insurer.” Another concern Eversman has recently noticed is an increase in the use of photo estimating. Although she did not address this in her presentation, she discussed some of her observations with Autobody News. This trend is in line with modern cell phone usage and certainly has a convenience factor in immediately documenting the accident and providing an estimate before disassembly; however, Eversman observes, “We all know that the visible scrapes and dings aren’t the extent of the damage, so the vehicle still needs to be properly evaluated by a collision repair professional. Photo estimating doesn’t really speed up the
Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Contributing Writers: John Yoswick, Janet Chaney, Toby Chess, David Brown, Rich Evans, Ed Attanasio, Chasidy Sisk, David Luehr, Stacey Phillips, Victoria Antonelli Advertising Sales: Joe Momber, Sean Hartman, Bill Doyle, Norman Morano (800) 699-8251 Office Manager: Louise Tedesco Sales Assistant: Jessica Day Digital Marketing Manager: Cass Heckel Art Director: Rodolfo Garcia Graphic Designer: Michelle Lucas Accounting Manager: Pamela Cate
Audi South Austin . . . . . . . . . . . . . . 44 Audi Wholesale Parts Dealers . . . . 37 AutoNation Chevrolet . . . . . . . . . . . 42 AutoNation Chrysler-Dodge-JeepRam NRH . . . . . . . . . . . . . . . . . . 16 AutoNation Chrysler-Jeep-DodgeRam of North Phoenix. . . . . . . . . 26 Axalta Coating Systems . . . . . . . . . . 5 Bill Luke Chrysler-Dodge-Jeep-Ram. 30 BMW Wholesale Parts Dealers . . . . 53 Bob Howard PDC . . . . . . . . . . . . . . 23 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 31 Chapman Chevrolet . . . . . . . . . . . . . 6 ChemSpec USA, LLC . . . . . . . . . . . 22 Chevyland . . . . . . . . . . . . . . . . . . . . 52 Classic Auto Group. . . . . . . . . . . . . 35 Classic BMW . . . . . . . . . . . . . . . . . . 21 Classifieds. . . . . . . . . . . . . . . . . . . . 62 Dallas Dodge . . . . . . . . . . . . . . . . . 64 Dent Magic Tools . . . . . . . . . . . . . . 10 Dominion Sure Seal, Ltd. . . . . . . . . 41 Don Carlton Auto Group . . . . . . . . . 40 ECS Automotive Concepts . . . . . . . 36 Equalizer Industries, Inc . . . . . . . . . 34 Eurovac, Inc. . . . . . . . . . . . . . . . . . . 12 Finnegan Chrysler-Jeep-Dodge . . . . 2 Flatirons Subaru . . . . . . . . . . . . . . . 47 Ford Wholesale Parts Dealers . . . . 55 GM Wholesale Parts Dealers . . . . . 59 Greeley Subaru . . . . . . . . . . . . . . . . 44 GYS Welding USA. . . . . . . . . . . . . . 18 Herkules Equipment Corporation. . 28 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . . . . 32-33
See Erica Eversman, Page 10
Serving Texas, Oklahoma, Louisiana, New Mexico, Arkansas, Colorado, Arizona, Utah and adjacent metro areas. Autobody News is a monthly publication for the autobody industry. Permission to reproduce in any form the material published in Autobody News must be obtained in writing from the publisher. ©2017 Adamantine Media LLC. Autobody News Box 1516, Carlsbad, CA 92018; (800) 699-8251 (760) 603-3229 Fax www.autobodynews.com E-mail: news@autobodynews.com
Southwest
REGIONAL
Erica Eversman
Indexof Advertisers
Contents
Continued from Cover
Hyundai Motor America . . . . . . . . . 17 Hyundai Wholesale Parts Dealers. . 56 Insta Finish Car Care . . . . . . . . . . . 19 Kia Motors Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 51 Killer Tools & Equipment. . . . . . . . . 43 Lancer Insurance Company . . . . . . 14 Mazda Wholesale Parts Dealers . . . 61 Mike Calvert Toyota. . . . . . . . . . . . . 46 Mirka USA, Inc. . . . . . . . . . . . . . . . . 15 Mitsubishi Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 54 MOPAR Wholesale Parts Dealers . . 39 NACE/automechanika Trade Show . . . . . . . . . . . . . . . . . . . . . . 13 Nissan Wholesale Parts Dealers. . . 58 North Freeway Hyundai . . . . . . . . . 40 O’Reilly Auto Parts . . . . . . . . . . . . . 25 Polyvance . . . . . . . . . . . . . . . . . . . . 20 Ray Huffines Chevrolet . . . . . . . . . . 45 Robaina Industries, Inc . . . . . . . . . . 29 SATA Dan-Am Company . . . . . . . . 11 South Pointe Chrysler-Jeep-Dodge. . 8 Spanesi Americas . . . . . . . . . . . . . . 27 Subaru of Little Rock . . . . . . . . . . . 38 Subaru Wholesale Parts Dealers . . 49 Toyota of Laredo . . . . . . . . . . . . . . . 50 Toyota Wholesale Parts Dealers . . . 57 Valspar Automotive . . . . . . . . . . . . . . 7 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 60 Wesch Tools . . . . . . . . . . . . . . . . . . 24 Wizards Products . . . . . . . . . . . . . . . 9 Young Chevrolet . . . . . . . . . . . . . . . 48
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 3
Why Autonomous Vehicles are Suddenly Taking Off and the Implications for Body Shops by Stacey Phillips
We’ve all heard predictions for the timeframe when driverless vehicles will become mainstream—three years, five years, a decade or even longer. Hod Lipson, a professor of engineering and data science at Columbia University in New York, recently gave a presentation during a Guild 21* podcast about autonomous vehicles. Guild 21 podcasts are sponsored monthly by Verifacts Automotive and attended by repairers, insurers and OEMs. During Lipson’s presentation, he shared insight about why driverless cars are suddenly taking off and the future implications for those involved in the body shop industry. “If you are in the car repair business, it’s going to get more complex, more interesting, and more challenging,” said Lipson. “It’s not going to be something easy to do. More skills are going to be required for these cars.” According to Lipson, the main challenge for driverless vehicles coming to market hasn’t been the ability for them to drive on the highway, in the dark or even parallel park. Lipson said the biggest hurdle has been to negotiate obstacles on the road and understand what they are seeing. Just five years ago, the technology used in driverless vehicles didn’t allow the ability to reliably tell the difference
between a pothole and an oil spill, or a child and a fire hydrant. Now, with the development of what is called “deep learning,” driverless cars can understand what is going on around them. This has led to a variety of companies and car manufacturers developing prototypes of future vehicles.
Lipson, who co-authored the book “Driverless: Intelligent Cars and the Road Ahead” by MIT Press, has been involved in Artificial Intelligence (AI) research and robotics for the last 20 years. “When we talk about cars, they have fundamentally not changed in any big way over the last century,” he said. He said soon after cars were first
introduced, people were already beginning to dream about the idea of driverless cars. In 1939, the Futurama exhibit sponsored by General Motors Corporation at the World’s Fair in New York showed a possible model of a city 20 years into the future. It included automated highways and vehicles. Then in 1956 GM came out with advertising that showed a family driving on a motorway with a vehicle that could track buried wire in the ground. Others followed suit. Three years later, RCA built a car without a steering wheel and the UK Transportation Research Laboratory designed a device that attached to the front of a vehicle and could track buried wire. Although the driverless technology was seemingly available, other priorities began consuming the auto industry that centered around issues such as safety and fuel efficiency. “This whole dream of making driverless cars fell by the roadside,” said Lipson. “It also turned out to be way too expensive to bury wires and maintain them.” While the idea of building intelligent highways never fully went away, another story began to develop from the robotics industry—the development of small robots built by the AI community using software. Lipson explained that any technology based on software follows what is referred to as “Moore’s Law”—the law of exponential return. “Whereas cars don’t improve in their
performance every so many months, anything that is software-related does,” he said. “When you want to understand why we’re seeing driverless cars today, you need to understand that the challenge of making driverless cars is really a challenge of software.” Lipson said the hardware of autonomous vehicles, which includes the body and chassis, is nearly identical to a conventional car. “What makes a driverless car driverless is the control system,” he said. The world of AI has been divided by two schools of thought for many years, according to Lipson. The first is programming AI by writing programs or “rules” in the same way you would tell a computer how to play chess. This thinking has dominated the industry for many years. Alternatively, a computer can learn from example, in a process called “machine learning.” In the 1950s, machine learning was already developed, but mostly dismissed as impractical. During the first 40 years when autonomous vehicles were built from 1950–1990, they were programmed using rules. Robots were built that could drive around obstacles in a lab; however, when the same software was used in cars that were taken out on the road, they were unable to drive very far. “You can write rules to play chess but it’s very
driving, it isn’t practical (and is dangerous) for humans to be on call for just five percent of the time. 3) Myth 3: Driverless cars will need a lot of infrastructure changes. Lipson said the only necessities include having good roads, and good technicians. 4) Myth 4: Cars will communicate with one another to move around. “They might benefit a little from talking to each other but really they get everything they need from the cameras on top of the vehicle and from stored data,” said Lipson. 5) Myth 5: People aren’t ready for driverless cars. Time and time again, Lipson said surveys show that most people would like to use driverless cars if they could be assured of their safety. According to a Cisco Customer Experience Report for the Automobile Industry conducted in May 2013, 57 percent of the 1,511 consumers asked
in 10 countries said they trust driverless cars. 6) Myth 6: Driverless cars have to be 100 percent safe before they can be allowed to drive on the road. “We don’t need 100 percent safe cars, we just need them to be slightly better than the average human drivers,” said Lipson. He said when driverless cars become common, similar to having a miles per gallon (mpg) rating and horsepower (hp) rating, there could possibly be a third rating to let people know how safe the vehicle is compared to a human—twice as safe, three times as safe or even more. 7) Myth 7: Cars will not be able to determine during an impending crash whether to crash into a mother and two children or a building. Accidents are predicted to be so infrequent, said Lipson, that it will most likely be a moot issue. 8) Myth 8: There are not going to
be many cars. When driverless cars become more common, Lipson said is expected that there will be more miles driven per capita. “Everyone in the automotive business should rejoice,” he said. “That means more cars being manufactured, maintained, and more mechanical work, road construction and repair.” 9) Myth 9: No more car ownership. While some people will no longer purchase a vehicle, many will buy one for the additional benefits included such as a bed or a working desk. It is also expected that there will be a wider variety of cars available. 10) Myth 10: Self-driving cars are going to be expensive. Lipson predicted that autonomous vehicles will be cost effective, especially since many of them are going to be electric. “All of the smart technology is AI, and the software and sensors are very inexpensive,” said Lipson.
Hod Lipson, a professor of engineering and data science at Columbia University, holding a robot
See Autonomous Shops, Page 15
10 Myths About Autonomous Vehicles from “Driverless: Intelligent Cars and the Road Ahead” by Stacey Phillips
During Hod Lipson’s Guild 21 presentation, hosted by Verifacts, the author and Columbia University professor of engineering and data science, highlighted 10 common myths about selfdriving cars. 1) Myth 1: There is going to be a gradual transition of driverless technology into fully autonomous vehicles. Lipson said the technology is not an evolutionary development of conventional driver-assist technology. Instead, it is a very different technology and the vehicles are built to be fully-autonomous from the ground up. 2) Myth 2: Humans and computers can cooperate and a car can drive itself 95 percent of the time and humans will drive five percent of the time. “Human/computer cooperation is a great thing but not for driving,” said Lipson. He said when it comes to
4 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 5
Golfers Play Their Hearts Out at 2nd Annual Caliber Classic Golf Tournament to Benefit American Heart Association Côtes du Coeur Caliber Collision teammates, partners and friends played their hearts out at the 2nd annual Caliber Classic and raised more than $100,000 to help the American Heart Association fight heart disease.
restoring the rhythm of lives in every community we serve,” said Steve Grimshaw, Caliber Chief Executive Officer. “I am humbled and grateful to our colleagues, partners and teammates who have so generously stepped up to support to American Heart Association and their mission to eradicate heart disease and stroke.” Key sponsors of the 2nd Annual Caliber Classic Golf tournament included: • Presenting Sponsor – Axalta
American Heart Association. “We are fortunate to have him and his team involved in this year’s Côtes du Coeur campaign to fund critical cardiovascular research and heart health educational programs both locally and nationwide. We appreciate the talent
• Gold Sponsors – AJ Bart, LKQ Corporation and PWC
(l to r) Steve Grimshaw CEO - Caliber Collision; Mark D’Angelo, FinishMaster; Dave Smith, SVP, Supply Chain Strategy - Caliber Collision; and Tim Walsh, CEO - AutoWorks
Proceeds from the golf tournament hosted by Caliber at The Tribute at The Colony Golf Club went towards a $4 million fundraising goal for the 2017 Côtes du Coeur event series, a premiere fundraising event held annually in Dallas to benefit the American Heart Association. “Caliber Collision is dedicated to
• Silver Sponsors – All Data, Chief Automotive Technologies, Garmat, Global Finishing Solutions and Johnson & Sekin Advertising • Vehicle Sponsors – AutoBahn and Grubbs Infiniti
• And over 35 local and national business sponsors
“Steve’s leadership and passion are truly inspiring,” said Kathryn Allen, Regional Senior Vice President at
Special guest Rowdy, Dallas Cowboys mascot, helps a golfer tee up his ball
and dedication of the thousands of Caliber associates who have joined us in our fight against heart disease and stroke.” Caliber Collision’s CEO, Steve Grimshaw, and his wife, Melissa, have been supporting the American Heart Association for more than 10 years. Grimshaw has served on the board of the American Heart Association for the past three years.
Gerber Collision & Glass Opens Repair Location in Utah Gerber Collision & Glass has announced the April 27, 2017 opening of a collision repair location in Orem, Utah. The center previously operated as Adams G3 Collision Repair and is located near the north-south interstate highway 15. “We look forward to expanding our services in Utah, and to joining the Orem community, which this location has served for over 50 years,” said Tim O'Day, President and COO of Gerber Collision & Glass. “This will enable us to provide the professional and friendly service that Gerber is known for to our customers and insurance partners in the Provo-Orem metropolitan area.” For more information, visit www.gerbercollision.com.
www.autobodynews.com
Customers of Aurora Auto Body Shop Say Their Cars Were Gone And Parts Were Missing by Sally Mamdooh
Clinton Isaac was hoping to get his bumper fixed when he brought it to Montview Auto Body in Aurora, CO,
but instead, he says the TV screen inside his car was stolen. When Isaac asked the owner what happened, the owner didn’t have much to say. “Every time I talked to him on the phone, I got the run-around,” said Isaac. Isaac decided to take legal action against the owner. “I went to court on two occasions, and both of those occasions, he never showed up to court,” said Isaac. The judge then awarded Isaac over $4,000, but the owner has yet to pay him back. The Better Business Bureau has given the business an F. Denver7 found out that at least eight people have taken the owner to court and some have yet to be paid. Aurora
police say people have complained to them about their cars disappearing once they’ve been dropped off. “We’ve assisted a lot of people in getting their cars back,” said Aurora officer Bill Hummel. Police assisted in finding some of the cars by driving around the area where the shop is. “In some incidents, we’ve driven around and found them parked on public roadways,” said Hummel. Aurora police say customers can’t file a criminal complaint because it’s not a criminal offense. “When you pay somebody to complete a service to do body work, to do car work, you are sort of entering in a civil contract with them,” said Hummel. The shop is now seized by the city of Aurora, and records show the owner is a man by the name of Dwyane Blaylock. Denver 7 has tried to reach Blaylock twice via phone with no luck. Police are asking anyone who is still looking for the car to contact the city’s tax and licensing division.
We thank 7News Denver for reprint permission.
6 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
CHEVROLET PARTS al in rig O y nl O se oo Ch
!
Mon - Fri 7-5:30 Sat 7:30-5:00
(800) 365-5805 Call our Wholesale Parts Experts: Dave 480-752-1618 Bill 480-752-1620 Larry 480-752-1621 1717 E. Baseline Road // Tempe, AZ 85283
nal Choose Only Origi
ISUZU PARTS! Mon - Fri 7-5:30 Sat 7:30-5:00
(800) 365-5805 Call our Wholesale Parts Experts: Dave 480-752-1618 Bill 480-752-1620 Larry 480-752-1621
1717 E. Baseline Road // Tempe, AZ 85283
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 7
Assured Performance Announces 2017 OEM Certified Collision Care Provider Conference
Assured Performance has announced that registration is open for their 2017 OEM Certified Collision Care Provider Conference, to be held October 4-7, 2017 in Phoenix, AZ. Assured Performance will host the conference along with their strategic partners, FCA, Ford, Nissan, Hyundai, Enterprise, and others. The content will focus on the introduction of a variety of new IT solutions, business and marketing tools, and other programs designed to assist the OEM Certified Collision Care Providers to continuously improve their businesses’ overall operational performance and achieve exceptional results. Register at: assuredperformance .net/conference. A discounted rate is available to the first 100 individuals that successfully register for the conference prior to June 1, 2017. Assured Performance member Anthony Lofrano, President and CEO of F. Lofrano and Son, [attended] last year’s conference, “I’ve been to dozens of conferences in my career and this conference was the most impactful to our business.” Scott Biggs, CEO of Assured Performance, stated, “The theme of ‘OEM Certification 2.0: Reaching the Next
Frontier’ is reflective of the fact the collective focus of our joint-effort program is now moving to quality assurance and output, business performance improvement, consumer marketing and awareness, and delivering an exceptional customer experience and satisfaction. Our goal is that every shop in our network is best-in-class as well as OEM Certified. This year’s conference will be the seminal moment that our network will begin the journey to adopt and adapt new generation business practices that result in a level of business excellence, performance, and achievement never before possible.” Assured Performance has [recently] announced the introduction of several new elements to their program, including their 5-Star Business Performance Program, dataIQ, with shop KPI self-reporting and benchmarking; dataSAFE, a service to store and safeguard shop estimating and business data; and OE-QC, their OEM repair procedure compliance and documentation app and Quality Assurance Program. All of these new innovative products and more will be integral elements to the upcoming conference. www.assuredperformance.net.
8 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
Genuine Parts Company Announces Acquisition Of Merle’s Automotive Supply Genuine Parts Company has announced an acquisition for its U.S. Automotive Parts Group.
The Company has entered into a definitive agreement to acquire Merle’s Automotive Supply (Merle’s), with an effective close date of May 1, 2017. Merle’s, founded in 1969 and based in Tucson, Arizona, is a 14 location automotive parts distributor serving
both the commercial and retail markets in the greater Tucson and southern Arizona area. The addition of Merle’s will consolidate into our U.S. automotive operations and is expected to generate approximate annual revenues of $45 million. Paul Donahue, President and Chief Executive Officer, stated, “Merle’s is a leading automotive distributor in the greater Tucson area, and this strategic acquisition significantly enhances our automotive store footprint and competitiveness in the Arizona marketplace. We are excited to welcome the Merle’s team to the U.S. Automotive Parts and GPC family and look forward to working with them and continuing our shared tradition of providing quality parts and excellent service to our customers.”
Call orwww.autobodynews.com Email Now for Rates:
800-699-8251
ltedesco@autobodynews.com
Omaha, AR Hail Storm Smashes Cars, Auto Body Shops React by Kadee Brosseau, KY3 News
Pounding storms across the Ozarks brought down massive hail in Omaha, Arkansas that smashed windows, cars, and buildings. “All we could do is just
sit here and cringe as it’s just bashing the daylights out of our vehicles,” Dr. Jacob Sherwood said. The Omaha School Superintendent calls it a scary end to the school day. “It sounded like gunshots going off,” Sherwood said. Hail, some the size of softballs, pelted the parking lot just as parents pulled up to the school to pick up their children. “It was pretty scary,” Heather Garrett said. Staff members like Garrett kept kids inside as mother nature did a number on countless cars and even the roof of the school building. “All of the hail that we had yes-
terday dimpled it up everywhere,” Sherwood said. Many cars that were damaged are now in the auto body shop to get repaired. “Crazy. Just been crazy busy. They’re coming in and right now I’ve got six waiting in line,” Ozark Auto Body in Harrison Owner Donnie Bailey said. He says they’ve been doing estimates on hail repairs all day, with estimates ranging from $4,000 to $12,000. “Everybody was just in disbelief. I mean, we had never seen hail that big,” Tracy Griffith said. Griffith was at the school with kids in the car when the storm came. “One of the teachers said, ‘You might want to come in,’” Griffith said. “[If we wouldn’t have], we would have been hurt. It was scary.” Despite all the damage, people in Omaha say the storm could have been worse. “All of this stuff is replaceable, you know,” Sherwood said. “I’m just glad everybody was safe. No one got hurt,” Griffith said. We thank ky3.com for reprint permission.
Service King’s Houston Teammates Raise $45,000 For The Arbor School
Service King Collision Repair Centers has announced that its teammates raised $45,000 for The Arbor School as part of the collision repair organization’s 7th Annual Houston Charity Golf Tournament. The official check presentation was made earlier this month after more than 140 golfers participated and supported the annual tournament hosted at The Woodlands Country Club. Service King has now partnered with The Arbor School for three consecutive years as the primary beneficiary of its charity golf tournament. In total, the partnership has resulted in $135,000 in contributions to the school and its educational programs that directly support children with all forms of developmental disabilities across the Houston area. “For the last three years, Service King has been more than just a source of financial support for The Arbor School,” said JuliAnna Jelinek, Executive Director of The Arbor School. “They have become partners in our mission and friends to our community. The Arbor School is so blessed to be on the receiving end of Service King’s efforts, and we could not be more thankful for the $45,000 gift that is helping us give more students with special needs the educational home they need
and deserve.” The Arbor School, founded in 1988, is a one-of-a-kind program in Houston providing intensive educational programs that change the lives of children through intervention and individualized support. “Supporting our local communities and the great people at The Arbor School is fundamental to The Service King Way,” said Steve Sikes, Service King Vice President of Business Development. “We’re grateful for the opportunity to partner alongside their wonderful staff. It’s our hope proceeds from this tournament go a long way in supporting The Arbor School’s incredible programs.” “This has been a remarkably rewarding partnership for the entire Service King family of Houston teammates,” added Justin Regan, Service King Market Vice President for Houston. “We are thrilled to support their noble cause in the community and look forward to working together in the future to continue to impact the lives of Houston children.” Service King operates 22 Houston locations and 323 repair centers nationwide. For more visit www.ServiceKing .com.
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 9
Continued from Page 3
Erica Eversman
actual repair process.” Discussing how shops can protect themselves against liability concerns, Eversman recommends utilizing good paperwork. An example would be an indemnification and hold harmless claim if the customer insists on using a part that the shop is uncomfortable using, but it’s imperative that the shop have both the customer and the insurer sign this document. Eversman also suggested that shops ensure their DRP agreements are approved by their garage insurers, and she warned them not to warrant imitation crash parts since that exposes the shop to federal Magnuson-Moss Warranty Act liability. Eversman offers this advice to shops interested in receiving proper compensation for repairs performed: “Be consistent and always make it a streamlined process. You need to be able to tell the insurer ‘we always charge for that.’ Shops also need to make a point to raise their labor rates on a consistent basis, regardless of what the insurance company says, enSee Erica Eversman, Page 45
ASA-AZ Training and Expo 2017: Don’t Get Left Behind by Chasidy Rae Sisk
June 9-11, 2017, ASA-AZ will be hosting its 2017 Training and Expo at the WeKoPa Resort and Conference Center in Scottsdale, AZ. The only event of its kind in AZ, the 2017 AZ Training and Expo features over 55 hours of technical and management training for both collision and mechanical shops. Some of the industry’s best trainers will be in attendance. Bob Ward of Wardden LLC will present “The Perpetual Business” and “How to Use Financial and Operational Data to Maximize Profits,” and Attorney Thom K. Cope will deliver a presentation on “Interviewing, Discipline and Termination.” Advanced Auto Parts’ Chris Chesney will discuss “Make Diagnostics a Profit Center,” with Bob Cooper of Elite Worldwide covering “The Employee Management Show” and “Eight Steps to a More Profitable Shop.” Jeremy O’Neal of AdvisorFix is scheduled to present “Next Generation Telephone Skills for Optimized Repair Shop Profits” and “Dominate Google
Through Positive Online Reviews.” “Marketing Strategies That Work for You” with Amy Mattinat, owner of Auto Craftsmen in VT and SMP’s Calvin Higgins’ “Diagnosing the Top Duramax Diesel Problems” are also on the agenda. John Thornton from Protec Auto will present “Identifying Engine Mechanical Problems with Electronic Tools,” Walt Commans will discuss “ASE Preparation Testing Strategies,” and “Advanced GDI” will be covered by Delphi’s David Hobbs. “What You Need to Know About Telematics and Emerging Vehicle Technology” will be presented by Ben Johnson of Mitchell 1, and Bolt On Technologies’ Frank Dragoni will discuss “Show, Don’t Tell: Digital Inspections Sell.” GM’s Marlon Kunz will present “Body Electrical Systems” and “GM: Beyond the Four Strokes.” Michael Quinn of Certified Collision Group will discuss “The State of OEM Certification Programs,” while “Enforcement Trends and How to Handle an Audit: Avoid the Top 5 Body Shop Citations” will be presented by GNG En-
Honda Kicks Off New Quality Repair Campaign
American Honda recently launched a completely new industry ad, foregoing the traditional OE focus on just parts and calling attention to the entire repair and performed in a complete and proper manner including the use of Honda and Acura Genuine parts. This is facilitated thanks to their association with I-CAR and VeriFacts, and through the use of Service Express, American Honda’s portal to service and repair information for independent shops. Assistant National Manager for Honda’s Collision Marketing Group Gary Ledoux worked closely with his team to develop a new approach with a fresh message in this new national ad campaign. “We came up with the concept and then worked with a company called Creative Productions in Long Beach, CA, to refine it,” he said. “From the beginning, our message has been the same—for proper fit, function, and reliability, OE parts are really the only way to go. But today, a proper repair is more than OE parts. It’s having the right tools, equipment, training, knowledge and current repair information to do it right. This is our new message. The full-page ad will run in various trade magazines throughout 2017.”
Through their association with ICAR and VeriFacts, American Honda has built a large network of ProFirst certified repair shops across the U.S. These shops have invested heavily in specific tools, training and equipment to do proper repairs on Hondas and Acuras. “Our ProFirst network is almost complete, so not every shop will be ProFirst certified,” Ledoux said. “But every shop should have the ability to properly repair Honda or Acura products, or any car they repair. It’s not enough to just have the right parts anymore, because today’s cars are so sophisticated and the technology is changing all the time.” In addition to showing support for both I-CAR and VeriFacts, American Honda’s new ad calls attention to Service Express. “Honda Service Express is a website where shops can go to get service and repair information on Hondas and Acuras from us,” Ledoux said. “Our ProFirst shops get access to the site as part of our program and other shops can subscribe to the site as well. Service Express provides shops with easy access to the latest and most accurate repair information available. Shops can access it at www .techinfo.honda.com.”
10 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
viroSafe’s Braden Thomas. ASA-AZ’s 2017 Training and Expo will also include the following three I-CAR courses: “Vehicle Technology Trends and Diagnostic Overview,” “Understanding the Cycle Time Process,” and “Hazardous Materials, Personal Safety and Refinish Safety.” This year’s sponsors include Auto Zone, Federated Insurance, Bolt On Technologies, Parts Authority, NAPA Auto Parts, O’Reilly Auto Parts, Reliable Risk Management, Auto Nation Parts Centers, Our Town America, Kukui, Jasper Engines & Transmissions, Repair Pal, LKQ and SherwinWilliams. In addition to the sponsors, the following companies will also be participating in ASA-AZ’s 2017 Expo: Alldata, GNG Envirosafe, I-CAR, Ignite Payments, Mitchell 1, RO Writer and Elite Worldwide. For more information, visit www .asaaz.org/training-expo.
FOLLOW US ON
INSTAGRAM :
@autobodynews
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 11
Continued from Cover
CIC Task Force
control over which portions of an estimate are transferred. It can limit a parts vendor’s access, for example, to only the portions of the estimate needed to accurately fill the parts order, rather than also including (as the EMS file does) information about the vehicle owner as well. But CCC has also said that as of April of 2018, CCC ONE users will no longer have the ability to export an EMS file, and all BMS file transfers from CCC ONE will have to go through the “Secure Share Network.” A third-party’s ability to directly “data pump” information from a shop will be curtailed. Shop owners and third-party companies with whom they share estimate information on the CIC panel highlighted some concerns they have about the new system. “If your third-party providers decide not to participate [in Secure Share], how do you operate your business?” panelist Don Mikrut of AudaExplore rhetorically asked the shop owners on the panel. In addition to writing code to accept CCC ONE users estimate data through the “Secure Share Network,” vendors also must pay CCC a 50-cent fee for each set of estimate data they receive. In calling earlier this year for the creation of the CIC task force on data-sharing, Frank Terlep estimated that a shop management system company, for example, would pay CCC about $50 more a month for every $2million-a-year shop using its management system. CCC has defended the new fee, saying it “has made, and will continue to make, significant investments in infrastructure, application development,
and ongoing support to process thouHe also noted that vendors must sands of... transactions per minute.” waive their right to sue, agreeing to use Panelists in Pittsburgh said it’s not arbitration to settle any disputes they yet clear whether third-parties will pass have with CCC. this new expense on to shops – or if the “If two years from now they CCC agreement with the vendors using choose to cut off your [access to Secure the Secure Share system even allows Share], you have no right to sue for them to do so. damages,” Terlep said. There are also a number of other Scott Biggs of Assured Performelements of the agreement that venance said that arbitration clause may dors have to sign that panel members create “significant heartburn” for venat CIC said are concerning. Jeff dors. Schroder, CEO of Car-Part.com, said “On the flipside, if 50 cents is not he sees control over what information too much, and if there’s a lot of valueshops share shifting from added, if they make it a great shops to CCC—which also service, then I think there’d happens to offers its own part be a lot of [vendors] who locating service that comwould say, ‘That’s alright, petes with Car-Part.com. I’ll pay the fee if it has a jusHe acknowledged CCC tified value,’” Biggs said. “has been very cooperative” “But there’s a lot of massagin working with his company ing that has to happen beScott Biggs in terms of which estimate tween here and there.” data fields the Car-Part.com system Panelist Barry Dorn of Dorn’s needs to receive from its shop cusBody & Paint in Mechanicsville, VA, tomers. But he also said the under the said its incumbent on those in any seg“Secure Share” agreement, CCC can ment of the industry with concerns cut off that access at any time, for any about “Secure Share” to “make sure that reason. those involved hear you.” “While we are justifying why we “Because guess what? I think all need [each] field, they have access to of us are customers of these data all the information, and they’re comproviders,” Dorn said. “And they need peting with us and deciding whether or not they want to give us that field,” Schroder said. Moreover, all vendors wishing to use “Secure Share” have to agree that CCC is not precluded from developing or acquiring systems “which are competitive with your application or other products or services provided by you, irrespective of their similarity to your current products or products that you may develop.” “If you compete with CCC, that company will have access to every single transaction between you and your customer,” panel moderator Terlep said.
Cambridge Automotive Group Acquires Maaco Location in Austin, TX
Cambridge Automotive Group (CAG) has acquired an existing Maaco location in Austin, TX. With this transaction, CAG now owns more than 30 Maaco shops across the country. Maaco Austin plans on offering several specials throughout the year on customer auto body repair and paint needs. Maaco Austin fixes routine dents and dings (and provides structural repairs, as well) by its expertly trained technicians. Plus, all structural repairs are backed by a
lifetime warranty. The Maaco store also provides superb painting services, offering several different packages with varying price points and warranties. Maaco Austin is located at 10200 N. Lamar Blvd., Austin, Texas 78753. The store’s hours are Monday-Friday 8 a.m.-6 p.m., and Saturday, 9 a.m.-1 p.m. Please visit the shop’s website at https://www.maaco .com/locations/tx/austin-11806/ for more information.
12 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
to hear what their customers think.” But panelist Brett Bailey of A&B CARSTAR in Kansas City, MO, whose company currently shares data from each estimate with as many as 11 “third-parties,” said his real frustration are the limits he sees on his ability to choose a different estimating system if he wanted to do so. Even though he operates all three major estimating systems at his shops, he said insurer mandates limit his choice of which estimating system he uses on all but about 20 percent of the 1,000 cars his company repairs each month. He believes more insurers need to follow the lead of State Farm and Allstate and accept estimates from any of the Big 3 information providers. “An open platform is the answer,” Bailey said. “It creates competitiveness in the marketplace.” Biggs noted the irony that the Collision Industry Electronic Commerce Association (CIECA), which developed both the BMS and EMS data-transfer protocols, was created decades ago to establish standards to allow for open platforms. “That was the purpose, so you didn’t have to stay with one particular [estimating system],” Biggs said.
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 13
Northwest Louisiana Collision Repair Association Hosts May Meeting We met at the Country Tavern Barbecue at 6:30 PM. Chris Shepherd, our President and Collision Instructor with Caddo Career & Technology Center, called the meeting to order. Mark Monroe, Collision Instructor with Bossier Parish School for Technology and Innovative Learning led us in prayer. Abigail Shepherd led us in the Pledge of Allegiance. SKILLS USA state level competitions were held here at our local CC&TC and BPSTIL campuses. We are proud of our local students that competed. We had most of the winners at our meeting. See the photos below. From the High School competition, the Winners from our area are Standrian “Scooter” Brown, that won the Bronze medalfor Refinish. He attends Bossier Parish School for Technology and Innovative Learning. Scooter will also be competing at the upcoming Nationals. For the Collision side, the Winners were Austin Skinner, Gold medalist, from Caddo Career & Technology Center. Dakota Williams won the Silver medal for Collision and attends the Caddo Career & Technology Center. Jonathan Fields won the Bronze for Collision and attends Bossier Parish School for Technology and Innovative Learning.
Jonathan wasn’t at our meeting because he was at PT. He is a senior and has already signed up for the Marines. Congratulations to all the competitors and a special Thank You to Jonathan for serving our Country as a proud Marine! At the Post-Secondary SKILLS state level competition, the Winners are Gabriel Robinson, Gold medalist for Collision Repair, Sa’Derious Jackson, Silver medalist for Refinish, and Tommorea Carter, Bronze medalist for Refinish. All three are students from the Northwest Louisiana Technical College. Congratulations to all the competitors. Terry Frisch, State Farm Insurance, and a judge that handled the Interview process, said that all the candidates were eager to work. We are sad to report that it is now official, they are discontinuing the Collision Repair Program at NWLTC. Our guest speaker was Aron Kloesel with Aeromotive Services. Aron said that the reason the name is spelled that way because the owner was an airplane mechanic when he began the business. He wanted the same attention to detail and quality that is a must in the Airline Industry, to continue in his business. Aron is out of their Austin, Texas location. They
14 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
handle electrical connections and wiring harnesses. There are repair limitations. No repair should ever occur within 6” of the connection. The reason is because that type of repair would affect the workability, appearance, limits the life-span, and increased resistance. Also, no more than 6 wires can be repaired in a bundle. The reasons for this is because it makes it difficult to stagger the repairs (must be staggered if repaired properly), and increase EMF (electro-magnetic field). When repairing specific wire circuit types, such as SRS, they have a wire replacement flat rate. If the OEM says not to repair, they won’t do the repair. Their average cost for a complete wire harness remanufacture is less expensive than OEM. Remanufacturing is less than OEM replacement, but be cautious when using LKQ. It may not be specific to the vehicle. An example would be that the LKQ ordered for the vehicle, but doesn’t have the fog light connectors. Aron stated that if the Technician can get to both ends of the damaged wire, they can repair/replace that damaged wire. Part of their Quality Control when they get an order is 3D mapping, verify the OEM part # match, make a digital layout with both before
and after videos. They offer a 12month warranty with unlimited mileage, Technical Support, and equipment shipped next day air. Their service strategy is to provide fast, accurate quotes, most within 30 minutes. Match the part perfectly by confirming with you what your need is and when you need it. They have very accessible training which includes step-by-step videos, training webinars, and are working with I-CAR to assist with ICAR’s continuing education of the Collision Industry as it pertains to electrical connectors and wiring harnesses. Aron concluded by letting us know that Aeromotive Services also offers 3D printing capability. Sometimes wiring shrouds get damaged in the collision, but the wiring harness isn’t damaged because the shroud did its job. However, the shroud is broken and the only way to get the shroud is by buying the wiring harness. Now, just contact Aeromotive Services and have an exact shroud 3D printed and shipped to you. The part must be within a 6” x 6” x 10” for their 3D printing. Thanks to Aron and Aeromotive Services for coming and speaking at our Northwest Louisiana Collision Repair Association meeting. The meeting adjourned at 7:30 PM.
Continued from Page 4
Autonomous Shops
hard to write rules to tell a computer how to drive a car and distinguish what is drivable on the road and what is not,” said Lipson. “People really struggled to create a system to negotiate traffic and understand obstacles.” In 2004, the Defense Advanced Research Projects Agency (DARPA) held a competition involving self-driving cars called the Grand Challenge. Participants competed for a one-milliondollar prize to write software that would allow a vehicle to drive 142 miles from Barstow, CA to Primm, Nevada. None of the cars finished the course and the longest distance a self-driving car could go was 7.4 miles. Although nobody finished the race or claimed the prize, there were major advances in the development of the technology for self-driving cars. The following year, DARPA offered two million dollars to the winner of the Grand Challenge. A Stanford University team finished the course with their car “Stanley.” Sebastian Thrun, the team leader, said, “In the end we started relying on what we call machine learn-
ing, or big data. That is, instead of trying to program all these rules by hand, we taught our robot the same way we would teach a human driver.” Lipson said machine learning is always a combination of an algorithm that learns and data that feeds that algorithm. “We liken the data to the fuel and the algorithm to the engine,” he said. “They are both useless on their own but when you have a good engine and you have enough fuel, you can take off.” He said that is what is happening to AI today. “It’s not just that we have faster, cheaper and better computers and it’s not just that we have better algorithms. We have tons of data and that data is fueling that AI revolution,” said Lipson. “It’s making driverless cars learn to drive better and better.” With the accumulation of data, better algorithms and faster computers being introduced over the last few years, Lipson said computers can finally understand what they are seeing; they can look at image and understand if it’s a dog, a human or a chair. That was not possible just five years ago. “Perhaps the most imminent revolution that is going to happen because of the ability of machines’ ability to understand what they are seeing are driverless
cars,” said Lipson. “That is the last piece of the puzzle that allows driverless cars to finally negotiate the road.” All the technology is available free to access and Lipson said that is why we are now seeing an increase in companies building autonomous vehicles. As they continue to develop, Lipson said we will continue to see new shapes and structures of vehicles as well as new modes of entertainment for passengers inside these vehicles. Although there are a lot of uncertainties in regard to self-driving vehicles, Lipson predicts the transformation will start in about 10 years and it will take an additional 20 years until the majority of cars on the road are fully autonomous. He speculated there will be fewer collision repairs but more mechanical maintenance required. With the addition of sensors and software, there will also be more calibration necessary. Many say that services will no longer need to be offered during convenient times and locations. He said cars might drive in on their own for remote service during offhours. “It’s going to be a very exciting time in the automotive industry but there are going to be a lot of changes,” said Lipson. “It’s not going to happen im-
mediately but something we definitely want to start thinking about and get ready for.” Lipson’s book “Driverless: Intelligent Cars and the Road Ahead” is available to purchase on Amazon: https:// www.amazon.com/Driverless-Intelligent -Cars-Ahead-Press/dp/0262035227 Verifacts is a third-party onsite repair verification provider available to auto body repair shops. For more information about Verifacts Automotive, email: info@verifactsauto.com.
*What is Guild 21? After the VeriFacts Symposium of 2013, a group of industry representatives attended a Leadership Course at George Mason University through their MBA Program. As a call to action, this Guild21 group created an Oath for the industry calling for individuals to commit to being inventors of our future. Verifacts Automotive invites all repairers, insurers and OEMs to take the Guild 21 Oath: http://www.verifacts auto. com/guild-21/the-oath/ For more information or to join the Guild 21 calls, email: info@guild21 .com.
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 15
The Dropout Who Branded a Sauce: Auto Body Owner-Trainer Spices it Green by Mitch Prentice, The Knox Student
The strange, green color of Dave’s Gator Sauce might turn you away or make you excited for a taste. The uncommon color, taste and labeling of the product is seen proudly displayed in its bottle at many restaurant throughout Galesburg, IL. If it happens to catch your attention, know that was the goal of Dave Dunn when creating the brand. Besides owning and operating Dave’s Auto Body, Dunn also owns Masters Educational Services, a consulting and market managing firm. This operation teaches people from all over the world how to increase work output and market efficiency within a business. The group is constantly searching for new and exciting ways to improve upon a brand. For Dave’s Auto Body, Dunn understands that the work they provide is a need-based system. In other words, no one goes to a body shop unless they need to invest in the provided services. There is no marketing gimmick that would make a person want to wreck their car, so in Dunn’s mind, the most they can do to encourage people to come in is to build a brand. “It’s hard to have a relationship with somebody if you only see someone every seven years, which is statistically how often you see someone in collision repair,” Dunn said. “So we have many things, Gator Sauce being one of them, that continues that relationship outside of any transaction.” Dunn went on to explain that the theory behind the gator sauce as a marketing tool is inspired by the Purple Cow Theory. The theory simply states that if you are driving near a farm and only see black and white spotted cows, they are indistinguishable and unremarkable. However, if you were to see a purple cow, you would pull over to the side of the road and tell all of your friends about it. This is where the inspiration for the green coloring of the sauce comes from.
The sauce itself is not made by Dunn or anyone in the shop, but is rather bought and relabeled through a company supplier in Louisiana called Cajun Chef Sauces. Dunn expressed no true interest in labeling himself as
Dave Dunn of Dunn’s Auto Body
a chef or food connoisseur, but rather saw an opportunity to create a product that would get the community talking. The cost of providing this sauce free of charge at the body shop ($5 a bottle for an online purchase) is close to $20,000 a year, after production and labeling has been accounted for. Throughout a typical year, the shop will distribute nearly 5,000 bottles total. Though the price might seem steep at face value, Dunn doesn’t see this as a setback, but rather a necessary expense for the business. “When people ask me about the expense of such an endeavor, I ask them how much would they pay to develop a customer who has never walked through the door before and to create a new relationship with more people,” Dunn said. “We’ve had grocery chains ask to sell it for us and help spread the product, but I feel that that would defeat the whole premise behind it.” The road to strategizing this marketing tool was a unique path. Dunn dropped out of high school at 16 and immediately went to work at a body shop. He recalls “how terrible they were,” which inspired him to start his own shop at 19 in Knoxville. It only lasted about a year, when a Mercury dealer asked him to take over their
Advertise in our CLASSIFIED SECTION for $50 per column inch! 800-699-8251
ltedesco@autobodynews.com
16 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
business in a management position. Dunn recalls this opportunity expanding his knowledge of the business on a larger scale. In an unfortunate turn of events, the shop caught fire and burned to the ground, leaving Dunn jobless at 22. This caused Dunn to move back to Galesburg and start fresh. Dunn started researching new business techniques and even wrote his own book, titled Liquid Amalgam. From there, he claims “the rest is history.” “Marketing has always been a big deal to me,” Dunn said. “The book covers the basis for the Masters educational program and management philosophy. We’ve had about 6,000 people go through the course. The liquid part is about flexibility, and the amalgam is about ideas, principles and so on that are a basis for making decisions. The hope is that we can teach people to creatively fix problems that might come instead of having to script everything.” Dave’s Auto Body now makes roughly $5,000,000 a year in business,
which Dunn explains is unheard of in a town the size of Galesburg. He believes it’s the only town in the country that has anything like it. Only 35 percent of the business comes from the 61401 zip code, meaning much of the business is coming from out of town. “The way I see all of these marketing efforts, as long as you’re consistent in community and have a theme associated with it, you’ll have a chance to catch on,” Dunn said. The Gator brand now works throughout the Galesburg area under the group named Gator Events. The group looks to increase community involvement and donation events, including a benefit run and even going as far as to dressing up as Gator Sauce bottles and participating in the polar plunge. Dunn sees this connection as a key to continue growing the ideals behind the product. “People have great ideas all the time,” Dunn said. “For us, it’s not about making a buck or two on a bottle of sauce. It’s about forming relationships in unusual ways.” We thank The Knox Student for reprint permission.
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 17
Houston Student’s School Performance Improves After Obtaining Job at CREF & ASE’s Career Fair by Chasidy Rae Sisk
Juggling a job while obtaining an education poses a stumbling block for many students. Daniel Roman, a student at Universal Technical Institute (UTI) – Houston was struggling to find his balance earlier this year, but a Collision Career Fair hosted by the Collision Repair Education Foundation (CREF) and ASE helped him turn things around when he landed a job at Premier CARSTAR. Keith Schieffer, Roman’s Instructor at UTI-Houston, notes, “Dan had been struggling with attendance, often arriving to class late due to a demanding work schedule in an unrelated industry. He was very close to course failure for the second course in a row as a result, but he was excited about the CREF and ASE Career Fair and the possibility of interviewing for a part-time position in the collision repair industry. Dan landed a position at Premier CARSTAR in Houston and gave notice to his other job, and since changing jobs, he has been on time, alert and active in learning. I’m grateful to the Foundation for making this possible for him.” According to Brandon Eckenrode, Director of Development for CREF, “It was great hearing about how the career fair helped Daniel, and as the Collision Repair Education Foundation and ASE are working together on events similar to this around the country, we hope we can assist thousands of other students. Instead of instructors just talking about the industry to their students, the students get to meet and interact with the industry companies who are interested in their futures at these career fairs.” UTI – Houston’s students are graded based on a professionalism score, and Roman was close to failing midway through his three-week course due to tardiness. According to Schieffer, “Dan was tired and unfocused due to his time-consuming security job and its late hours, but he wanted to learn. He signed up for the Career Fair that CREF and ASE held in Houston on March 22, and after getting a less time-consuming job in the collision repair industry, he has had almost perfect attendance. His grades, energy and attitude have all improved because he has a job in the field he’s interested in; everything changed almost immediately, thanks to the contacts he made during the Career Fair.”
Roman was at a crossroads with his future career, but despite the difficulty of going to school while working evenings, he did not want to give up. Schieffer believes the Career Fair improved his student’s future career potential, stating, “He is more attentive
tend CREF and ASE’s Career Fairs.” Schieffer highly recommends collision repair industry students attend CREF and ASE’s Career Fairs. “Students get to make personal contacts at companies they make work for in the future, and it helps with their commu-
(l to r) Dan Roman – Collision Student, Keith Schieffer - UTI Instructor, Claude Toland - Education Director & David Sydnor – Collision Education Manager
to his studies and will make a better technician. He’s now doing entry-level tasks at Premier CARSTAR, and I hear he’s doing really well and enjoying it. He’s confident with his new job, and I expect great things from Dan in the future.” CREF and ASE’s Career Fairs are extremely beneficial for students in the industry as it allows them to make contact with potential employers, and Schieffer adds, “The Career Fairs make it more real for students. Entering this industry can be intimidating, and many students don’t believe they’ll fit in, but getting in touch with these companies and learning how much new technicians are needed helps them realize their goals aren’t too lofty to be achieved. CREF and ASE’s Career Fairs are more focused than those that are not specific to the automotive industry, and that’s a huge advantage.” Attending CREF and ASE’s Career Fairs is also beneficial for instructors and employers. Potential employers receive the opportunity to get to know possible future employees on a more personal level, allowing them to better gauge the student’s personality and skill level. The biggest benefit for instructors, according to Schieffer, is “gaining credibility because the students can see the truth behind our claims that they are highly sought after, plus it’s interesting to see the interaction between the students and the employers. It allows instructors to better judge what employers need; I wish more instructors would at-
18 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
nication and interview skills. It’s important that we also teach our students how to conduct themselves and about proper eye contact and body language. I tell my students not to be nervous and to be prepared by bringing their re-
sumes, training certificates and other documents in order to make a good first impression. Schools should do more to incorporate these types of skills into training programs; allowing students to practice their interview skills can help them be better prepared.” Schieffer is very excited that CREF and ASE have recently implemented a follow up process to ascertain how many students receive positive results from attending the organization’s Career Fairs. He says, “The results are obvious, but a lot of students make contact at these events, and we don’t get to hear all of their success stories. It would be great to hear more of them and see that we’re really doing things right.” CREF and ASE will be hosting five more Career Fairs this spring: in Chicago, IL on May 2; Madison, WI on May 3; St. Louis, MO on May 5; Denver, CO on May 8; and Nashville, TN on May 17. Their fall Career Fair schedule will be announced over the summer. Eckenrode states, “We look forward to wrapping up our spring schedule of career fairs and plan to announce our fall schedule of career fair events in the next month or two.”
Faster & Easier Steel & Aluminum Repair SMART RESISTANCE SPOT WELDER
NEOPULSE 300-T2
AUTO MODE makes this machine extremely simple to use
Double pulse MIG/MAG 270A welding machine for unrivalled welding quality
GYSPOT PTI SMART WELDER AUTO MODE for easy operation on High Strength steel (UHSS/Baron), High Pressure clamping force with up to 14,500 amps of power
DENTSTATION COMBI STEEL & ALUMINUM DENT REPAIR
Jeep-
Repair instead of replace for less downtime and more profit
GYS Welding USA
636-405-2800
info@gysweldingusa.com www.gysweldingusa.com Join our distributor network
GYSPRESS 8T Universal car body self-piercing riveting system. Operates on a pneumatic closed hydraulic system. Adjustable speed and pressure up to 8 tons
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 19
20 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
Tips for Busy Body Shops
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.
How A Customer Waiting Room Helps Pass the Time & Shows Your Shop Goes the Extra Mile with Stacey Phillips
by Stacey Phillips
You’ve filled your collision center with the latest in equipment and technology, trained your techs and ensured your shop is up-to-date with safety guidelines. What else can you do to establish a reputation for having a professional facility? There’s one component many shops often overlook—the customer waiting room. When clients enter your collision center, whether it’s to drop off or pick up a vehicle or wait for an estimate, help them feel welcome with a designated waiting room. Rather than having customers stand in the corner of the shop or outside, an inviting waiting area shows how much you appreciate their business and want to ensure they are comfortable. Not only does it enhance their overall experience but it also demonstrates that your shop goes the extra mile.
10 ways to improve your customers’
waiting experience: Comfortable seating: It’s time to replace those generic folding chairs with comfortable couches or other seating. Your customers will enjoy the relaxing environment and you may even find they take a quick snooze. Reading materials: An assortment of magazines will occupy customers while they wait for their vehicles. Try to choose those that appeal to both women and men, whether they are focused on lifestyle, family or business topics. You can include industry publications relevant to your business such as Autobody News! If you have brochures or flyers with information about your shop, don’t forget to have it on display as well. Beverages: Asking customers if they would like a complimentary cup of coffee, tea or a bottled water is a great way to greet customers. Having an assortment of soda, juice or other drinks such as iced tea during the
summertime when it’s warm outside is also a great addition. Snacks: Even if your budget is tight, it isn’t too costly to offer granola bars, fruit or nuts, popcorn and salty snacks for customers to snack on. Have some fun and add candy or even a gumball machine. You’ll probably find that it’s not just the kids who will enjoy it. Play area or toys: Parents often bring their children to the collision center. When they do, having something to occupy their young ones while they wait will definitely be appreciated. Think about providing coloring books and crayons, books, games and even an XBox or PlayStation. Television: Nobody likes to wait for appointments, so having a flat screen television available helps pass the time for customers and takes their mind off the recent collision they may have just had. They’ll appreciate the opportunity to get caught up on the
news or watch a favorite game show or talk show. Wi-Fi: Most people now expect to have access to free Wi-Fi while they wait for appointments. Ask your Internet provider to provide a guest password so your internal network is protected. This will allow your customers to catch up on emails, check social media or watch You Tube videos. Not only does it help pass the time, but it can also give the illusion of your business being faster and more efficient. Business center: If you have the extra space, consider adding a desk with a printer, and computer with Internet access for those coming in during the day and wanting to catch up on a few work-related tasks. It’s also a great place for clients to charge their devices. A view of the shop: Depending on the layout of your facility, adding a few picture windows in the waiting room See Customer Waiting Room, Page 35
Classic BMW
A ONE STOP SHOPPING EXPERIENCE
www.classicbmw.com 800-865-4269
Call us for all your parts needs We stock almost $2 million dollars worth of Original BMW Parts Our parts team has 350+ years of collective experience with 200+ of those BMW specific We’re the Only BMW Dealer to receive two shipments daily to both an authorized and certified collision repair center Original BMW Parts & Accessories
Classic BMW 6800 Dallas Pkwy., Plano, TX 75024 www.classicbmw.com Monday - Friday 7am - 7pm / No Deliveries on Saturday
Mitch Mitchell Sandy Priesmeyer Javier Perez
(800) 865-4269 Fax: (214) 778-2814 Habla Español
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 21
Ranger Collision & Custom in Bandera, TX, Celebrates 50 Years of Repair, Restoration by Sandy Jennings, BCC Staff Writer
Scott Morris, owner of Ranger Collision & Custom, a complete auto body repair, restoration and frame repair shop, found his calling in life as a young boy working with his dad in his garage.
Ranger Collision and Custom owner Scott Morris inside of his shop
“My father worked in the Auto Body repair business and had his own shop on the Southside of San Antonio and worked for various dealerships,” Morris said. “My dad often restored old cars and even newer ones that had been totaled.” Morris recalls the many perks to being able to “fix up” your own vehicles. “We always had really cool cars when I was growing up,” Morris said. “My friends would come to me to help fix their accidents when I was a teenager especially if they did not want to tell their parents they had wrecked their car!” With over 50 years of experience, Morris attributes his dad for his extraordinary work ethic and fun sense of humor. “My dad was a hard man with a good sense of humor that believed in work and not much ‘fun’ stuff—working on cars was his fun,” Morris said. “My fondest memory of him was rebuilding a 1967 Mustang Fastback when I was a young teen. He was a perfectionist when it came to his work and my car was one of the finest rides in San Antonio.”
The talented duo continued their father-son partnership into the business world, opening their own repair shop in 1970. “After my marriage in 1969, I worked for awhile at various dealerships in their body shops and then my dad and I opened our own shop just north of 410 off of Bandera Road. That was Morris Body Shop, and we ran it together for 15 years until I decided to open my own shop on Speedway near Vance Jackson and 410 in 1985,” Morris said. “That was Scott’s Autobody, and I ran it until my son came to work with me in the late ‘90s.” With a third generation entering the auto repair and restoration business, Morris made some big decisions to take his passion and business into the 21st century. “I decided to move out of the big city and open another shop for my son’s future,” Morris said. “I picked the Bandera area since I had some ties to this area and liked the people and the country. I changed the name to Ranger Collision and Custom, so I would keep the western theme of Bandera and my son would not be stuck with my name!” Morris jokes about his son’s decision to take another path in his auto repair journey.
A '70 Shelby restored by Scott Morris of Ranger Collision and Custom
“He decided to go over to the dark side instead and went to work for the automobile insurance companies as an adjuster,” Morris joked. “He makes a good adjuster, so I have to forgive him.” Even though Morris’s true love lies in the transformation of a “pile of old rusted metal” into a work of automobile art, the majority of his clien-
FREE 4xwww.autobodynews.com Monthly E-Newsletter. Subscribe Today! www.autobodynews.com
22 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
tele are those seeking help to fix their vehicles after auto accidents. “I do mostly accident work, so that is why I call insurance companies the ‘dark side,’ but my love is in restoration,” Morris said. “I have a good reputation in repairing and painting older
A 1936 Woody restored by Scott Morris of Ranger Collision and Custom
cars and even for fabrication when the rust has destroyed old sheet metal. I prefer to only do the body of the vehicle - I farm out mechanical and interior work.” When it comes to restoration, Morris has done it all. “I have restored everything from piles of rust on up, and the only constraint is time and money. If you have enough money, I can make you a car and make it shine,” Morris said. He even has a few favorites and a Lincoln convertible restoration with a
famous owner. “One of my favorite restorations was a 1962 Plymouth Fury. It was a long project, but turned out beautiful,” Morris said. “I also restored an old 1965 Lincoln convertible that belonged to LBJ, years ago. I have a favorite Model T that once belonged to my father. Many others have come and gone and I wish I could have kept them all.” Ranger Collision & Custom, located at 3848 State Highway 16 South in Bandera, is open Monday through Friday from 8 am until 5 pm. “I invite anyone to come by the shop,” Morris said. “I am there everyday from 7am until at least 5pm, five days a week and often on Saturdays after breakfast with a bunch of old guys that I meet in Bandera. I am becoming an old guy myself, but I plan on working until my final ride. Come see some of my projects!” For more information about Ranger Collision & Custom, call 830460-3848 or visit their website at www .rangercc.net. First published in the Bandera County Courier on April 13, 2017.
SUPER INVENTORY | SUPER PEOPLE | GENUINE OEM PARTS.
Bob Howard PDC • Dedicated Wholesale Staff • Large Inventory of Genuine OEM Parts • Prompt & Dependable Delivery
800-888-3827
Hours: Monday - Friday 8am - 5:30pm CST
www.bhpdc.com
SMICKLAS
ARD PDC HOWA CHEVROLET DBA HO
Hours: Monday - Friday 8am - 5:30pm CST
800-888-3827 Hours: Monday - Friday: 7 am - 6 pm Saturday: 8 am - 5 pm
8850 Grossmont Blvd., La Mesa, CA 91942
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 23
National Associations
Chasidy Rae Sisk is a freelance technical writer from Wilmington, Delaware, who writes on a variety of fields and subjects, and grew up in a family of NASCAR fans. She can be contacted at crsisk@chasidyraesisk.com.
WIN’s Extraordinary 2017 Educational Conference with Chasidy Rae Sisk
The ladies and gentlemen of the someone who is open and welcoming, so, by trying to fabricate an appropriate freedom to take your life back or to creWomen’s Industry Network (WIN®) while someone who shakes with their emotion response, the liar ignores their ate the life you choose comes from the took Denver by storm on May 8-10 palm facing the floor or squeezes too body language.” freedom to make your own decisions. during the association’s 2017 Educatightly is unconsciously revealing a need The last speaker on It’s important to recognize the tional Conference, “Be Exto be in control. A limp handMonday was Kevin Wolfe separation between yourself traordinary with Balance, shake generally indicates a of LeadersWay, Inc who disand your thoughts. Gaining Purpose and Results,” held at person with no backbone, with cussed the “Path of Choice.” freedom is about separating the Westin Downtown Denexceptions being those with Defining adamantine as yourself from your thoughts,” ver. This year’s conference health conditions such as solid and unchanging, Wolfe Wolfe stated. attracted the most attendees arthritis; Brown also pointed informed attendees, “You Wolfe continued, “It’s not of any WIN conference toout that Asian culture considcan’t move people who that your mind controls WIN Chair date with 205 collision repair Conference emcee ers a firm handshake to be know what they want, who you—you just don’t know Petra Schroeder welcomes industry professionals gathrude. have a definitive how to control your mind. In Susanna Gotsch attendees to helped facilitate ered to learn from, network Although it’s genpurpose in life.” every situation, choices are WIN’s 2017 the introduction with and celebrate each other. erally believed that Insisting that the made; either you make them, Educational of each speaker Event emcees Susanna crossed arms indinews makes it apparor they are made for you.” Conference Gotsch and Cheryl Hart called the cate someone who’s closed ent that humanity Communications Comconference to order, going over the off, it typically means that the needs to be saved, he exmittee Co-Chair Jessica Rob shared agenda, addressing housekeeping individual is comparing what plained the number of things the group’s 2016 key accomplishitems, and reading Antitrust guidelines you’re presenting to what that constantly need to be done ments: releasing 23 press releases and Cheryl Hart before introducing WIN Chair Petra they know and it’s different, creates overcapacity which increasing social media followers by was one of the Schroeder who welcomed attendees but they will become closed if conference emcees causes the mind to race and in29%. and recognized WIN’s founders, chairs, you don’t force them to open and kept attendees hibits sleep which is incredibly An outdoor scavenger hunt was laughing at her champions, scholarship winners and six up. Brown suggested handing detrimental to physical, emoscheduled as an interactive way for asantics male attendees. She also noted that them something to persuade tional and mental health. “Your sociation members to learn about DenWIN’s two strategic goals are to build physical openness which leads to cogthe WIN network and to enhance the nitive openness. association’s organizational capacity to People showing their palms is an support that network. indication that they’re telling DESIGNED FOR THE Next, Schroeder honored their truth, which isn’t necesWIN’s departing board memsarily THE truth. Tented finbers Denise Caspersen, Sugers indicate ultimate sanna Gotsch, Terri Neely confidence, and this very The Ultimate timate in Speed & Funtionality and Amy Nuttall. Emphasizpowerful gesture can create ing the value of collaboration self-confidence when the poin WIN, Schroeder stated, “I sition is held. Brown menBody language can do things you cannot, and expert Traci Brown tioned that the acceptable you can do things I cannot, taught attendees to amount of eye contact during “pay attention or but together, we can accoma conversation is 60%; less pay with pain.” Universal plish great things.” causes people to doubt your Full Fram The first presenter at the conference attention, while more comes across as Clamp was Body Language Expert Traci crazy. She urged, “Take control of your Brown who covered “Unspoken Keys neurology through your physiology.” Grapple to Success,” and she began by stating, Brown also taught that a convincSwivel “You’ll need to pay attention ing tone is often linked to deCurved Head in order to understand body ception, and rolling one’s lips Clamp Clamp language. Pay attention, or pay back is a sign that something with pain.” is being hidden. Determining By playing a gameshow whether someone is lying beto test attendees’ understanding gins by determining a baseline of body language, Brown (what is normal for that pershared a lot of information son) and then noticing major Kevin Wolfe about how to read certain geschanges in their behavior. emphasized, “In tures. One can garner a lot of “Take the blinders off, and noVisit our Website to See Our Complete every situation, cues from a simple hand- choices are made; tice what’s actually going on. Line of Pulling and Straitening tools! either you make shake—an even shake indiPeople lie all the time, but the them, or they are cates a desire to meet on equal body can’t lie because lies www.CollisionClamps.com 516-375-9943 made for you.” terms, and palm up indicates aren’t connected to emotion
SPECIALTY CLAMPS COLLISION INDUSTRY COLL
24 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 25
ver, but when the hail made that plan PPG, in addition to many other sponnized 2017 MIW Honoree learning to fear less.” Cristina Fronzaglia-Murundesirable, a little creativity sors at various levels. DeVere emphasized the imand adaptability recreated the Next, Chuck Gallagher of ray who was unable to stay portance for each person to game to allow for it to be for the evening’s festivities. Ethics Resource Group prehave things that motivate and played in the hotel. After the After a networking break, sented “Positive Choices for drive them in life. “Fear holds evening’s Welcome RecepBusiness Ethics,” explaining Sullivan and Amy Nuttall, people back, but so does not tion, Dennis Watkins of the the relationship between Co-Chairs of the Membership paying attention to an opporChicago Magic Company enchoices and consequences Committee, announced that tunity that’s right in front of Jody DeVere encouraged tertained WINners with unand how easy it can be to WIN ended 2016 with 508 your face. Fear is your worst conference canny feats during “Magical Depicted providing make an unethical decision members, the highest count enemy in life and must be conan update from the attendees to Thinking: Find the Extraordiyet, and the organization also when it’s socially acceptable. quered. When you feel afraid, Communications become their nary by Imagining the ImposTechnology Committee hosted two educational webiit’s exactly the same physioCommittee, best selves sible.” Co-Chairs Jaclyn Byers and nars last year. Schroeder follogical response as when Jessica Rob received WIN’s Tuesday morning comJenny Anderson updated lowed with a Governance Committee you’re excited. Tell yourself you’re just menced with WIN’s Annual 2017 Cornerstone WIN members on their curUpdate. excited, instead of giving weight to your Award Scholarship Walk at 7AM Before lunch, Jody DeVere, CEO rent focus which is designing fear, and you can do it!” which began with raffle prizes and a new platform and website to high- of AskPatty.com, danced up on stage to Worry is another bad habit and stretching before a sea of blue and light the who, where and why of energetic music to present “On Becomtime waster, and people always project gold flooded the 16th Street Mall, WIN. Next, Michelle Sullivan recog- ing Extraordinary,” using many anecthe worst case scenario when worrying boasting a record 115 walkers who dotes from her life to motivate about the future. Worry can diminish raised nearly $3000, another record. her audience to aspire to be performance, but staying focused on The Scholarship Walk was sponsored their best selves. “The things the here and now generates time and by BASF, Fix Auto, Safelite Soluyou did as a child are your inenergy. DeVere recommends allowing tions, OEM Collision Repair Roundnate abilities,” she taught. “It’s yourself to worry two days each table and Valspar Automotive. really important to know what month, using the other days to focus on After Gotsch and Hart welcomed you’re good at, but the gifts solving the problem. “There is no try; attendees to the second day of WIN’s you’re born with need to be dethere’s only do!” DeVere concluded. 2017 Educational Conference, they veloped throughout your life. After lunch, conference attendees recognized the sponsors who made the You may have leadership qualwere assigned to two of three breakevent possible, starting with Platinum ities that just need to be honed. out sessions. The available options Sponsor AkzoNobel and Gold SponYou must identify and develop were Allyson Young’s “Managing Our WIN’s 2017 Scholarship Walk set new records with 105 walkers and $3000 raised sors Axalta, BASF, Enterprise and your strengths which begins by Energy,” Kelly Stalcup’s “The Im-
26 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
portance of OEM Certification,” and and spiritual energies as well as fo“Why Is It Important to Attract, Hire cusing on healthy relationships. Invest and Retain Women Employees?” pre- in yourself by eating well, releasing sented by Jody DeVere (full coverage anger, doing something for yourself, on page #). and avoiding toxic relationships. In “Managing Our Energy: UnSecond is choosing your attitude. leash the Power of Positive Energy,” “Every day, you have a choice to be K&N’s HR and Brand Director Allyson positive or negative. Life is 10% what Young addressed how to manage enhappens to you and 90% how you ergy in order to always bring the best at react. No one can control your attitude, work and in one’s personal life. It bebut you have the ability to affect others gins with focusing on managers to drive each day. Change your inner voice by energy because “your frontline working on the present inteam members’ energy will stead of dwelling on the past. never surpass the energy of Identify the cause and effect their manager.” of problems, ask more quesDefined as a level of intions rather than sharing tensity or emotion, or a vibe opinions, and focus on thinkgenerated by others, energy is ing instead of reacting emothe things one thinks, says or tionally,” Young suggested. Allyson Young does, and it is highly conta“Being in the present deterlectured on gious, whether it’s positive or mines your future. The past “Managing negative. According to Young, doesn’t have to dictate the fuOur Energy.” “Having high energy is nonture unless you let it.” negotiable. Positive energy drives sucThe third step is being present, cess - vision fuels passion which creates listening and interacting attentively drive. Managing your energy requires and respectfully. The final step is to creating habits and can take hard work.” strive to add value to others’ lives Young described four steps to which can be as simple as sharing a managing energy. First, you ooze out smile or saying hello or thank you. what you put in, so it’s imperative to Young recommends finding five optake care of your emotional, physical portunities to add value each day:
“Doing just a little extra adds value. Everyone is going through something, and your interaction with them can make a huge difference.”
Next, Schroeder presented the 2017 WIN Cornerstone Award which recognizes the efforts of a board member whose commitment and actions
Petra Schroeder introduced WIN’s attending board members
On Tuesday night, WIN held its MIW and Scholarship Awards Ceremony and Gala which included updates from the MIW and Scholarship Committees. After Schroeder kicked things off on Wednesday morning, Jessica Rob provided a Nominating Committee Update, and Schroeder announced three new appointments to the board for 201718: Kathy Coffey, Louise Martone and Kathy Mello. The 2017-18 Executive Committee consists of Schroeder as Chair, Beverly Rook-Twibell as Vice Chair, Jessica Rob as Administrative Vice Chair, Jenny Anderson as Secretary, and Michelle Sullivan as Treasurer.
serve as an example of what WIN is all about. WIN’s Chair chooses the recipient of this award with input from the board, and Jessica Rob was honored with this year’s WIN Cornerstone Award. Outreach Committee Co-Chairs Marie Peevy and Schroeder provided an update on how the group is managing opportunities for WIN’s presence at industry events, announcing that the association attended 29 events in 2016. The first educational seminar on Wednesday morning was “Creating a Customer Care Culture, and Finding and Inspiring a Staff to Support It,” preSee Educational Conference, Page 35
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 27
Day Job/Night Job Long Island, NY, Shop Owner Creates Graffiti Mansion with Ed Attanasio
Glen Cove, NY is a beautiful, laid back coastal town on Long Island and is well-known for things like its annual sailboat races and free summer concerts. Last year, when Joe LaPadula, a body shop owner, bought an abandoned, centuries-old mansion in Glen Cove with big plans to renovate it, it barely made the local news.
Bronx-born graffiti street artist with whom he had collaborated on other projects over the years. “Sean and I did some art cars and other things in the past, so I knew that he was the right person to work with me on this project,” he said. “I told him that the building was in pretty bad shape, but we decided to cover the place with graffiti anyway. We covered some of the floors and beams to protect them, because it is vintage wood and started letting the artists in to do their magic.” After the artists were done with their work and the house was ready for the world to see, LaPadula had an opening party attracting 1,200 people. Some people in Glen Cove Taking a mansion that was built 207 years ago and didn’t like the way it looked turning it into a piece of graffiti art was the brainchild and there was a little pushback of Joe LaPadula, the owner of Martino Auto Concepts until the New York Times and in Glen Cove, NY. Credit: Sean Basdaranos local TV stations showed up But when he decided to work with 150 in force to cover the opening party. world-renowned graffiti artists to “The mayor told me to paint the outcover the entire building with their art side of the building after the party, both inside and out, it created a buzz which we gladly did, so now we’re that led to a big story in the New York looking for our next move with the inTimes and got the locals talking. terior.” LaPadula buys and renovates old Although LaPadula planned to buildings in Glen Cove, so when he make his graffiti exhibition only a got the chance, he bought a 9,000 sq. placeholder before converting the ft. local historical landmark. It was house back into a restaurant, he is now originally owned by J.H. Coles, one thinking about making the building a of the first five families of Glen Cove museum where visitors can enjoy the that dates back to 1810. graffiti and street art. His initial plan was to reopen the LaPadula, 48, grew up in the collimansion as a restaurant, but after ren- sion business and has always had paint ovations were postponed, he got some Andy Warhol-like ideas. “I bought the building a year ago and was trying to figure out the best way to use it,” LaPadula said. “No one wanted it because of the age and the fact that part of the structure is an historical landmark, but I liked it. Then I got the idea of just blasting it with graffiti throughout the LaPadula (left) and his partner, Jon Holzer at Martino Auto Concepts, are Mercedes-Benz, Audi and BMW-certified and entire building. I figured after restore luxury vehicles. Credit: Sean Basdaranos a while, I could start my renovations and cover it all up and that’s dust in his veins, he explained. “Forget when it really took off.” about it, I grew up working at the famFor a partner in this artful enily gas station in Jackson Heights and I deavor, LaPadula immediately thought just kept rolling from there,” he said. about Sean Sullivan, a renowned “My grandfather was in the business
28 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
and my father after him, so I’m three generations in this industry.” Twenty-six years ago, LaPadula jumped into the collision repair industry in a big way, which is the only way he travels. Today, Martino Auto Con-
LaPadula knows from experience that his various activities in Long Island end up promoting his shop and leading to further business, he said. “It’s difficult to market collision work to the consumer. It’s like going to the doctor, there’s nothing there to glorify. I have always been around custom work and I like doing it, but really I do it to advertise my body shop. I do it through my custom work and charity car shows and now I work heavily with the art community. We’ve done two arts cars—a Ferrari By creating art cars and working with artists on other and a Lamborghini—that reprojects, LaPadula gets a ton of exposure for his shop ally put me on the map. Our without spending a dime on marketing or advertising. art cars get a lot of attention Credit: Sean Basdaranos and as a result, my shop gets cepts operates out of a 25,000 sq. ft. a lot of free publicity, so it works well. facility and employs 24 people. The Plus, they have given me a lot of other shop is Mercedes-Benz, Audi and opportunities to be in car shows, cuBMW-certified and specializes on rate art shows and market my main working on luxury, high-end vehicles. See Graffiti Mansion, Page 45
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 29
Industry Veteran Introduces MARP Methodology to Assess Structural Automotive Realignment by Stacey Phillips
A:
Since the invention of the Model Industry veteran Greg Marion says A, vehicle frame straightening he has found the missing link to solve has been a mastered ‘lost art’ performed an age-old industry challenge: how to by a small majority of body repairmen efficiently evaluate and realign damalso referred to as frame men. They acaged vehicle body and frame struc- quired a unique understanding with tures. After receiving an issued patent how the vehicle structure reacted duron the methodology in 2012, Marion ing a collision. They also developed a is now introducing a new automotive rare feel for the transfer of metal within collision repair application he calls the crumple zone areas of a misaligned Multiple Automotive Revehicle frame. These craftsalignment Process (MARP). men were able to envision “The automotive colliand recreate the collision imsion repair industry has not pact by utilizing hydraulic evolved beyond ‘pull to fit’ components, chains, clamps structural realignment pracand primitive measuring detices. These ad hoc methods vices, guided by vague vehioften cause as much damage cle data illustration charts. Greg Marion as they remove,” said Marion. Through the early years of “Many vehicles are not efficiently evalthe collision repair industry, frame men uated; they are realigned inefficiently or played a very significant role in saving incorrectly, often at considerable extra body parts, time and money for the reexpense to the owners and to the insurpair technician, consumer and insurance ance industry.” industry. However, if you were to ask 50 He said with the introduction of of these experienced frame technicians the MARP application, it will help es- their process or approach in reference to tablish industry-wide standards that structural evaluation assessments, vehicould result in billions of dollars in cle anchoring methods and structural resavings to the collision repair and in- alignment order techniques, you would surance industries. receive 50 different interpretations. Without a proven methodology, Autobody News recently spoke to Marion about this innovative developthe lost art of frame straightening was ment and how he thinks it will change unable to be passed on to educate and the collision repair industry. direct future generations of inexperienced body technicians. Can you tell us about MARP?
Q: MARP’s patented process proA: vides a consistent even base in the collision repair industry, which
will allow collision centers and insurance companies to access the same precise structural analysis for vehicles. It can then provide specific procedures for proper realignment. The process is derived from the application and measuring order of OEM-approved bench jig and fixtures. [Conceptually] it is comparable to [an internet] search engine. The unique process provides webbased automotive structural evaluations with complete realignment order/structural component replacement or repair assessments, virtual reality training, and validated certification levels for industry professionals.
Why did you see a need to imthis in the industry? Q: plement
Greg Marion said he was inspired by Lavell Chisum’s EZ-Liner design
I believe the only technical certification available was usually a three-toseven day training course offered by the frame rack or bench fixture manufacturing companies. The majority of the basic training was in reference to the proper operating procedures of the repair equipment. Any additional struc-
30 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
tural realignment training certifications were offered by I-CAR programs, technical colleges and vocational school institutions. These certifications and training methods were merely based on theoretical principles. The primary source of training was hands-on job performance ‘pull to fit,’ trial and error methods. These age-old industry practices are still used today in the 21st century.
benefit of having a print out sheet of the vehicle data readings for documented reassurance. In addition, it fea-
Can you tell us about the introQ: duction of electronic measuring systems and how they have been used for structural vehicle evaluations?
With the electronic age and the A: introduction of the computerized electronic measuring system (EMS) in
the late 1980s, many in the collision repair industry thought that EMS offered the solution and would provide answers for structural vehicle evaluations and frame realignment protocols. EMS is an effective and efficient means to relay the same three-dimensional vehicle data readings that a 3D measuring system or fixture bench system offer. EMS also provides the
Lavel Chisum’s prototype design for EZ-Liner II using the Multi-Axis measuring system
tures the convenience of viewing the 3D data illustration on a color flat screen monitor and the benefit of a few vague arrows on the data illustration that provides little systematical order for directional assistance for the reSee MARP, Page 38
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 31
H OND A TEX AS
Bankston Honda L e w is v i ll e
800-344-8611 972-219-0021 Dept. Hours: M-F 7-7; Sat 8-5 www.bankstonhonda.com
Fiesta Honda S a n A n t on io
800-727-8705 210-340-0831 Dept. Hours: M-F 8-5; Sat 8-5 hondaparts@safiestahonda.com
Cleo Bay Honda K i ll e en
877-253-6229 254-699-2478 Dept. Hours: M-F 7:30-6; Sat 8-5 parts@cleobay.com
Honda Cars of McKinney M c K in n ey
972-569-4276 972-569-4222 Dept. Hours: M-F 7-7; Sat 7-5 Gene.chenault@hendrickauto.com
Honda of Frisco F ri s c o
866-442-2711 972-731-3176 Dept. Hours: M-F 7-7; Sat 7:30-5:30 cedgar@mcdavid.com
AC U RA TEX AS
Autonation Acura Leag u e Cit y
800-749-6227 713-371-4700 Dept. Hours: M-F 7-6; Sat 7-5 hoehns@autonation.com
David McDavid Acura Aus t in
800-575-3553 512-401-5976 Dept. Hours: M-F 7-7; Sat 8-5 jraygo@mcdavid.com
David McDavid Acura Plan o
972-964-6044 Dept. Hours: M-F 7-7; Sat 8-5 dgrajczyk@mcdavid.com
32 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
Please contact these dealers for your Honda or Acura Genuine parts needs. T E X AS
TE XAS
LOU IS IA NA
C OL ORA DO
Honda of San Marcos
Wholesale Parts Direct
Walker Honda
San Ma rco s
Au s t i n
A l exa nd r i a
Boulder
866-392-1313 512-392-1313
800-234-4441 512-458-2910
318-448-8255 318-445-6677
800-274-0985 303-415-1528
Dept. Hours: M-F 7:30-6; Sat 9-5 csmith@hondasanmarcos.com
Dept. Hours: M-F 8-6 sales@wholesalepartsdirect.com
Howdy Honda A u stin
877-941-6513 512-443-4300 Dept. Hours: M-F 7-7; Sat 7-3 partsmgr@howdyhonda.com
Kelly Grimsley Honda Od ess a
844-453-5594 432-334-6632 Dept. Hours: M-F 7:30-6; Sat 8-12 april@kellygrimsley.com
Russell & Smith Honda Hou st on
800-833-0180 713-663-4266 Dept. Hours: M-F 8-6; Sat 7-4 ggregory@russellsmith.com
Rusty Wallis Honda Dall a s
877-466-3272 214-328-3891 Dept. Hours: M-F 7-7; Sat 8-5 darryldotsy@rustywallis.com
O K LAHOM A
Don Carlton Honda Tu l s a
800-722-2379 918-622-9670 Dept. Hours: M-Sat 7-6 hondaparts@doncarlton.com
Fowler Honda No r m a n
866-369-5376 405-573-5719 Dept. Hours: M-F 7-9; Sat 8-4 parts@fowlerhonda.com
Fenton Honda of Ardmore Ard m o re
580-226-1000 Dept. Hours: M-F 7:30-6; Sat 7:30-2 travis.pierce@fentonmotors.com LO UIS IANA
Dept. Hours: M-F 7:30-5:30 hondaparts@walkerautomotive.com N EW MEX IC O
Garcia Honda
Fisher Honda
Dept. Hours: M-F 7:30-6; Sat 8-2 parts@fisherauto.com
Honda of Greeley G re el e y
888-903-1101 970-506-2795
A l bu qu erque
800-677-6632 505-260-5002 Dept. Hours: M-F 7:30-6; Sat 8:30-5 Jscott@garciacars.com
Dept. Hours: M-F 7:30-7; Sat 8-4:30 parts@hondaofgreeley.com
Mile High Honda AR IZON A
D en v er
800-548-4730 303-369-7800
Chapman Honda Tu cs o n
800-461-6744 520-202-5770
Dept. Hours: M-S 7-6 lhoover@autotree.net
Dept. Hours: M-F 7-6; Sat 8-4 robertevenson@chapmantucson.com
Earnhardt Honda Av on da l e
800-350-6537 623-463-4380 Dept. Hours: M-F 7-9; Sat 7-6 gluna@earnhardt.com
Superior Honda Harvey
800-943-4227 504-368-5687 Dept. Hours: M-F 7-5:30 parts@superiorhonda.net
T E X AS
LO UIS IANA
Mac Churchill Acura
Acura of Baton Rouge
Fo r t Wo r t h
B a to n R o u ge
888-824-9634 817-806-0571
866-733-2861 225-756-6166
Dept. Hours: M-F 6-7; Sat 8-5 jguin@macchurchill.com
Dept. Hours: M-F 7:30-6; Sat 8-5 dlavigne@acurabr.com
Sterling McCall Acura
Walker Acura
Ho u st on
M e ta i r i e
713-596-2337 713-596-2338
800-359-8555 504-465-8555
Dept. Hours: M-F 7:30-7; Sat 7:30-4 rkahl@sterlingmccallacura.com
Dept. Hours: M-F 7:30-6; Sat 8-2 parts@walkeracura.com
OK LAHO MA
Don Carlton Acura of Tulsa
CO LO RADO
Flatirons Acura
Tu lsa
B o ul d e r
888-550-7278 918-664-2300
800-648-4488 303-442-1767
Dept. Hours: M-Sat 7-6 acuraparts@doncarlton.com
Dept. Hours: M-F 7-6; Sat 8-5 parts@flatironsimports.com
C OL OR AD O
U TAH
Mile High Acura D e nv e r
800-548-4730 303-369-7800 Dept. Hours: M-S 7-6 lhoover@autotree.net
Pikes Peak Acura C ol o ra do S pr in gs
800-456-9568 719-955-1715 Dept. Hours: M-F 7-6; Sat 8-4 joe_benson@pikespeakacura.com
Jody Wilkinson Acura Salt Lake City
800-234-0875 801-323-0492 Dept. Hours: M-F 7:30-6; Sat 8-5 rick@jodywilkinson.com
Mike Hale Acura Murray
800-292-4595 801-263-0202 Dept. Hours: M-F 7:30-6; Sat 7:30-5 pgoold@mikehale.com
AR IZON A
Acura of Peoria Pe o r i a
866-347-4507 623-792-2559 Dept. Hours: M-F 7-6; Sat 7-5 dcavanaugh@vtaig.com www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 33
Hey Toby!
Toby Chess is an I-CAR program instructor, Training specialist, and former salvage yard operator. Toby is universally known in the collision industry for his work with first responders and advocacy for body shops and consumers. He can be reached at tcspeedster@gmail.com
Know the Terms: Scanning, ESC, SAS’s and ADAS? If Not, Read On... with Toby Chess
Before reading this article, I need you to go to the following web site (https:// www.youtube.com/watch?v=b7SWC FQoMoA) and view the video. Now that you have seen the video, my question to you is “what if a vehicle was involved in that accident and your shop repaired the vehicle, but failed to scan it and make sure that all of the ADAS were in operation?” Who would be liable if this scenario wound up in litigation? You, of course. I know that scanning is the buzz word today, but is it something new? The answer is “No.” At first there were few standards and each manufacturer had their own systems and signals. In 1988, the Society of Automotive Engineers (SAE) set a standard connector plug and set of diagnostic test signals. The EPA adapted most of their standards from the SAE on-board diagnostic programs and recommendations. OBD-II is an expanded set of standards and practices devel-
oped by SAE and adopted by the EPA and CARB (California Air Resources Board) for implementation by January 1, 1996. The next question is “What is ESC or electronic stability control?” ESC is the process constantly
monitoring how the vehicle is responding to the driver and road conditions. If a problem starts to develop, ESC takes whatever measures are necessary to bring the vehicle under control. The engine power is reduced, letting off of the
Figure 2
Figure 3
Figure 1
34 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
throttle, retarding the timing and simultaneously applying the brake. All these processes coupled together will counter the forces that are causing the vehicle to lose traction or control. This whole process is accomplished without the driver’s input (Fig. 1). See Know the Terms, Page 36
Continued from Page 27
Educational Conference
sented by Axalta’s Steve Trapp and Rigina McNaughton of Salsapants, Inc. This session covered the hiring process with McNaughton explaining how the restaurant business is handled by her company and Trapp translating how these principles can be applied to the collision repair industry. Following a Finance Committee Update delivered by Co-Chairs Cheryl Boswell and Yen Hoang, Liz Stein and Blair Womble facilitated attendees separating into 20 tables, each led by a mentor, for “Networking Activity: An Opportunity to Work On You.” Each group member introduced themselves and discussed the challenges they face in the industry, brainstorming solutions in a safe and secure environment. Stein advised, “What you put in is what you’ll get out of it.” The last session of WIN’s 2017 Educational Conference was “Creating a Better Version of Yourself,” taught by Mike Jones, President of Discover Leadership Training in Houston, TX who urged attendees to “listen with the intent to be influ-
enced, or you’ll miss the opportunity to be a better you.” As the conference drew to a close, Denise Kingstrom informed attendees that, due to member requests for more local events, WIN will be piloting local networking events in three markets. On June 13, events will be held in Chicago, Atlanta and Los Angeles. These events are open to members and non-members, and Kingstrom encouraged attendees to spread the word and help expand WIN’s membership. Conference Committee Co-Chairs Jessica Rob, Wendy Rogers and Yolanda Sandor shared their strategic initiatives for 2017-18: plan the 2018 conference within budget, seek opportunities to promote the conference, conduct the annual scholarship walk, work with the Sponsorship Committee to ensure WIN’s sponsors are recognized, and prepare the educational material and other conference content. They also announced that WIN’s 2017 Conference broke the previous record for most attendees with 205 collision repair professionals present. In her closing speech, Schroeder thanked everyone who attended the conference as well as WIN supporters, sponsors, conference emcees, hotel
staff and MIW guests. She also acknowledged Immediate Past Chair Denise Caspersen for her guidance and commitment to WIN. Schroeder also shared these comments from a WIN member: “We are all phenomenal women and need to act like it. We need to give ourselves and others a break, instead of being critical and judgmental of each other. We need to encourage each other and celebrate the positive, learning from the negative instead of highlighting it. We need to live WINning each day as a mindset toward every woman in the industry, not just at WIN events. We all have something to give, even if it’s just a nod of encouragement to someone who needs it more than you realize.” Using the analogy of the Pickle Jar, Schroeder advised everyone that there will be no room for the important stuff in life if all energy and time is spent on the small stuff. “Set your priorities! Every day is a gift, but the quality of your life is a gift you give yourself.” WIN’s 2018 Educational Conference will be held on May 7-9, 2018 at the Downtown Hyatt Regency in Indianapolis, IN.
Continued from Page 21
Customer Waiting Room
with a view of the shop is a unique way to showcase your business and demonstrate how hard your techs are working to repair customers’ vehicles. Pizzazz: You’ve covered all the basics, now the only thing left is to add a personal touch. That might mean some of your favorite artwork on the walls, such as unique automobiles, vacation destinations or movie posters. Some shops will include a funky addition such as a coffee table made out of a tire or metal wall art. Whatever you ultimately decide to include in your body shop’s waiting room, make sure the area is clean and well organized. By implementing some of the above suggestions, customers will most likely be much happier and share their positive experience with friends and family, which will ultimately help grow your business.
FREE
4x Monthly E-Newsletter.
www.autobodynews.com
Classic Auto Group Galveston takes all the guess work out of Ordering Parts so you get what you are looking for. — SE HABLA ESPAÑOL — Classic Classic Chevrolet Chevrolet Buick Buick GMC GMC Cadillac Cadillac
Classic Classic Ford GENUINE PARTS
GENUINE PARTS
• Competitive Wholesale Prices 877.755.5932 8 .755.593 Parts Hotline: 877 409.761.2255
Parts Fax:: 409.761.5797
Hours: M-F 8-6; Sat 8-3
8020 Broadway • Galveston, TX 77554 Start something special.
• Large Inventory of Genuine OEM Parts Parts Fax:: 409.761.5797 877.755.5932 8 .755.593 Parts Hotline: 877 409.761.2255
Hours: M-F 8-6; Sat 8-3
7700 Broadway • Galveston, TX 77554
Classic Classic Toyota Toyota Classic Honda
GENUINE PARTS
8102 Broadway Galveston, TX 77554 Parts:
877.755.5932
409.761.2255
Fax: 409.761.5797
• Competitive Pricing • Free and Fast Delivery • Honda Genuine Parts • Knowledgeable Wholesale Parts Staff Mon-Fri 8:00am-6:00pm • Sat 8:00am-3:00pm
• Prompt & Dependable Delivery Parts Fax:: 409.761.5797 877.755.5932 8 .755.593 Parts Hotline: 877 409.761.2255
Hours: M-F 8-6; Sat 8-3
7802 Broadway • Galveston, TX 77554 www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 35
Continued from Page 34
Know the Terms
Next question, which MIL tells you that ESC is not operating? The answer is none of these lights and there are no MIL displays like this (Fig. 2). Most dash displays will look
Figure 7
Figure 4
like the next figure (Fig. 3). And most manufactures do not have an MIL for a non-operating ESC system. Some vehicle makers do have a switch to disengage ESC (Fig. 4). By the year 2012, the Federal Gov-
Figure 8
Figure 5
ernment mandated that all cars, truck and SUV’s have Electronic Stability Control. Next Question—What component produces the signal for the ESC computer module? Answer—The Steering Angle Sensor (SAS) (Fig. 5).
Figure 6
As the steering wheel moves in either direction, the speed and number of revolutions are transmitted to the vehicle’s computer. If the ESC module thinks if vehicle stability is compromised, corrective actions will be
taken automatically. Question—when is the steering angle sensor calibrated. Answer—every time you repair/replace/ R&I suspension components and in some cases, R&I a battery. Question—How many vehicles have ESC/Steering Angle Sensors? Hunter Engineering company states that Over 40 million vehicles on the road today require a reset/recali-
bration of the steering angle sensor (SAS) following a wheel alignment, as instructed by the vehicles manufacturer, on certain cars equipped with Electronic Stability Control (ESC). This number will continue to grow
36 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
since all vehicles produced for USA consumption from 2012 on have been equipped with ESC. The procedure resets the steering angle to match the vehicle’s new thrust line after the alignment has been completed (Fig. 6). The collision industry over the years dealt with 2 and 4 wheel alignments and number on insurance carriers said ‘if you did work to the front suspension, only a two wheel alignment is called for.’ Today’s vehicles that are involved in an accident and require a wheel alignment, only one type of wheel alignment should be performed and that is a COMPLETE 4 WHEEL ALIGNMENT. The alignment process starts with adjusting the rear wheels so that they are parallel to the center line of the vehicle (zero thrust angle). Next the front wheels are adjusted so that they are in the same parallel plane as the rear wheels. When that operation is completed, the steering angle is set according to the OE’s specifications (Fig. 7). It should be noted that the rear wheels are the directional wheels. Note that the rear wheels have a positive thrust angle and arrow points to See Know the Terms, Page 40
Audi dealers strive to make you an Audi Genuine Parts fan
• Your Audi customers expect quality and reliability from your repairs. Help meet those expectations by installing Audi Genuine Parts. • Audi dealers are supported by a nationwide network of parts distribution centers to help ensure that non-stocked parts are delivered the next day.
Helping you do business is our business. Order Audi Genuine Parts from these select dealers. Louisiana
Texas
Audi Lafayette
Audi Central Houston
Audi Fort Worth
Audi South Austin
Lafayette 337.484.1300 337.284.3032 Fax M-F 7:30am-6pm Sat 7:30am-3pm
Houston 713.596.3500 713.596.3528 Fax M-F 8am-7pm Sat 8am-5pm
Dallas/Fort Worth 817.632.6709 817.632.6747 Fax M-F 7:30am-6pm Sat 8am-3pm
Austin 888.703.4305 512.660.5388 Fax M-F 7am-6pm Sat 9am-5pm
part@audilafayette.com www.audilafayette.com
www.audicentralhouston.com
omarr@audifortworth.com jasons@audifortworth.com www.audifortworth.com
www.audisouthaustin.com
Audi Dallas Audi New Orleans Metairie 504.293.3221 504.837.7522 Fax M-F 7am-6pm Sat 8am-3pm part@neworleansaudi.com www.neworleansaudi.com
Moffitt Audi Bossier City 318.746.2175 318.746.3253 Fax M-F 8am-5:30pm Sat 8am-2pm parts@moffittautomotive.com www.moffittautomotive.com
Dallas 866.327.2318 214.438.0894 Fax M-F 7am-7pm Sat 9am-5pm
Audi Plano
larry.elliott@audidallas.com www.audidallas.com
Dallas/Fort Worth 214.452.3830 214.452.3855 Fax M-F 7am-7pm Sat 8am-5pm
Audi North Austin
gualotunao@autonation.com www.audiplano.com
Austin 512.219.3172 512.219.6214 Fax M-F 7am-6pm Sat 9am-4pm mmitchell@audinorthaustin.com www.audinorthaustin.com
Audi San Juan San Juan, TX 956.475.3801 956.475.3817 Fax M-F 8am-6pm Sat 8:30am-5pm davidh@audisanjuan.com www.audisanjuan.com
Cavender Audi San Antonio 210.681.3355 210.681.3085 Fax M-F 7am-7pm Sat 8am-5pm parts@cavenderaudi.com www.cavenderaudi.com
Audi Grapevine Dallas/Fort Worth 877.424.AUDI (2834) 817.553.2252/2258 M-F 7am-6pm Sat 8am-5pm sstallcup@audigrapevine.com cmartinez@audigrapevine.com www.audigrapevine.com
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 37
Continued from Page 30
MARP
alignment process. I believe today’s EMS has very little to virtually no definitive information in reference to complete vehicle structural evaluation assessment, structural component replacement determination, the necessity of required tools, precise realignment order of directions, 3D image modeling or technical performance training assistance. The EMS diagnostics capability is subject to the interpretation of the end user.
Q:
How are you able to address this with MARP and your issued patent?
A:
Our mission is to implement informational MARP applications of technology into all existing 3D vehicle data illustration and EMS software. We have the following goals:
1) Introduce new standard practices for systematical structural realignment order.
2) Create innovative EMS diagnostic practices for complete and precise vehicle structure evaluation assessments. 3) Provide 3D real-time image modeling for EMS.
4) Provide robotic bench fixture capabilities.
5) Develop our patented process into a virtual reality simulation application to transform vehicle structural repair industry practices and establish industry-wide innovation with performance training.
6) Develop valid certification levels for technical advancement.
7) Distribute educational information worldwide to collision repair facilities, OEM certification programs, technical colleges and vocational institutes.
What is your background in the Q: industry? I’ve worked in this industry for A: 43 years, specializing in structural automotive realignment. When I
was in high school, I attended an auto body course for two years at DCAVTLI. I went on to attend a 22-month course. I
was fortunate to have the same instructor for all four years—Ray Sweden. Ray recognized my talent for welding and working with metal. I was able to graduate a month early with Ray’s help and he placed me in an automotive frame shop, in the mid-1970s, called
way to my issued patent. I give credit to Lavell’s design in equipment for being awarded an issued patent for ‘system and method for repairing and re-aligning damaged vehicle body and frame structures’ in 2012. Thank you Lavell! Lavell is now 90 years young and this year marks the 50th anniversary of Lavell taking the legendary frame machine to market in 1967. Chief acquired the patent for the EZLiner in 1972 and the rest is history.
Lavel Chisum’s prototype design for EZ-Liner II using the Multi-Axis measuring system
MPLS Bee-line. I’ve been mastering this lost art ever since. Ray has been a great friend, inspiration and mentor throughout my 43-year career. After working in the private sector for several years, I became self-employed in the mid-1980s. I operated a frame repair facility for a few years in my home state of Minnesota and then migrated to Phoenix, Arizona. There I met John Rang, a Celette distributor, who introduced me to the dedicated bench fixture repair system. I was offered the opportunity to become a Continental frame equipment distributor-sales representative. This is when I gained a tremendous knowledge of using various frame machines, measuring devices, vehicle anchoring methods and bench repair systems. I took in dozens of used systems on trade, refurbished the machines, then utilized the various equipment in my repair facility, MFS, before reselling to the market.
How do you envision Q: MARP being implemented in the collision repair
industry?
The process can be implementing into existing EMS and 3D A: vehicle data software programs, which
provides continuous on-the-job diagnostic performance training with every repair. MARP can be adopted throughout the collision repair industry as well as by vehicle manufacturers, insurance companies, and training facilities including technical colleges and vocational institutes. In addition, re-
alignment equipment manufacturers, vehicle data companies, OEM re-certification programs and virtual reality simulation centers might also see advantages integrating with MARP. We envision that users will subscribe or lease the process through a web-based port, which will provide access to EMS-enhanced vehicle data.
How would it make a differin the industry? Q: ence The repair industry needs accuA: rate diagnostic structural realignment evaluation assessments on
the complete repair. MARP will allow collision repair center and insurance company personnel to obtain accurate evaluation assessments on structural repair. They will have remote viewing of customized step-by-step diagnostic realignment directions for efficiently repairing all types of vehicle structural damage. For more information, contact Greg Marion at 651-583-4984, marion recon@hotmail.com, or LinkedIn: https://www.linkedin.com/in/grmarion/. Details are also available on https:// www.youtube.com/watch?v=jYkh2T BBvmk.
Subaru of Little Rock People & Parts Pa You Can Trust...
How was Lavell Chisum instruQ: mental in the development of MARP? Once Chief acquired ContinenA: tal’s universal measuring system (UMS) and data center in the early 1990s,
I was offered a frame equipment distributorship from Prodigy ART (Advanced Repair Technology). This is where I met the renowned inventor of the EZ-Liner frame machine—Lavell Chisum. If it wasn’t for his innovative EZ-Liner 196 multiple hole bed design, I would never have gained a diverse understanding of ‘multiple simultaneous, realignment vectors.’ It allowed me to discover the math behind the age-old mystery of frame straightening. Lavell’s innovative mechanical measuring process gave me insight to a new dimension and paved the
38 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
Fully Stocked and Professional
SUBARU COLLISION PARTS Parts Hotline: Department
• Knowledgeable Staff • Fast Shipping to Your Shop
888-690-8030 Fax: 501-725-4375
Parts Hours: M-F 7am - 6pm Sat 7am - 3pm 12121 Colonel Glenn Rd / Little Rock, AR 72210 micah@subaruoflr.com
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 39
Continued from Page 36
Know the Terms
the right (car will move to the right and if everything else is in specs). The front wheels steer the vehicle. Why is this important? Many of the Advanced Driver Assistance Systems (ADAS) systems work from a zero thrust angle on the rear suspension. Look at the graphics from
insurance adjuster wants to save a buck. What other ADAS systems involve a ESC/SAS? Here we go: Adaptive Cruise Control, Automatic Parking, Blind Spot Monitor, Forward Collision Warning, Hill Descent Control, Lane Departure
lision repair. You are removing a door trim panel for paint access (Fig. 9). Question: Do you think it will be necessary to perform a scan? The answer is ‘yes.’ Take a look at what Fiat-Chrysler Corp. has to say about scanning:
forward facing camera and radar, blind spot monitoring, and other automated electronic driver assistance systems, MUST be tested for fault codes (DTCs) that could be active (current) or stored following a collision. Use of the Mopar wiTECH vehicle diagnostic tester is
“Safety and security related systems, such as antilock brakes, supplemental restraint systems (SRS—air bags), occupant restraint controller (ORC), seat belts, active head restraints,
necessary before and after collision repair.” “Furthmore, voltage loss, collisions, significant vehicle disassembly, interior trim repair or removal, and
Figure 9
Hunter Engineering Company not having a zero thrust line will cause the vehicles radar to read different than it is supposed to (Fig. 8). So next time an adjuster wants only a two alignment, and you comply, you could put your customer in a very compromising situation where they are not aware of the risks. You are the professional. Do not put your customer’s safety in jeopardy because an
Figure 10
Warning, and Adaptive Headlamps to name a few. Again, all these systems are tied into the ECS/SAS. Let’s shift gears and take a look at the scanning process as it relates to col-
North Freeway Hyundai
Don Carlton ACURA OF TULSA
Don Carlton
HONDA OF TULSA
The right part makes the difference.
918-627-6457 Fax
888-550-7278
Member of the Tulsa Parts Connection
866.645.4986
Fax: 832.442.5174
Hours: Mon-Fri 7am-7pm; Sat 7:30am-5pm 20440 I45 North • Spring, TX 77373 40 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
800-722-2379
Member of the Tulsa Parts Connection
Excellent service Competitive pricing
Knowledgeable staff First class service
4905 S. Memorial Dr. Tulsa, OK 74145
4141 S Memorial Dr. Tulsa, OK 74145
Parts Hours: Mon-Sat. 7:00am - 6pm
Parts Hours: Mon-Sat. 7:00am - 6pm
Parts Manager: Diane Finch acuraparts@doncarlton.com
Parts Manager: Nick Young hondaparts@doncarlton.com
www.doncarltonacura.com
www.doncarltonhonda.com
www.northfreewayhyundai.com www. ww w.noorrtthhffre reew wayyhy hyun unnddaai.co i.i.coom
• N.L.S. Delivery • Genuine Hyundai OEM Parts • • Helpful Staff • 30+ Years Experience •
918-392-9665 Fax
glass removal and replacement operations could trigger DTCs prior to or during collision repairs, which could result in improper vehicle performance.” These two paragraphs were taken from the Fiat-Chrysler web site. Next,
Figure 11. 4-door
take a look at what Honda says about post scans: “Any repair that requires disconnection of electrical components in order to perform the repair will require a post-repair diagnostic scan to
confirm if the component is reconnected properly and functioning. Damage that requires body parts replacement will always require a postrepair diagnostic scan.” Remember, mirror switches, window switches, power door locks, fuel
door switch, and trunk switch can be attached to a door trim panel and they are connected to a computer module that uses electrical current to operate. The charts here show the possible diagnostic trouble codes (DTCs)
that can set for power window. Systems and DTCs vary by model, year and trim level; but this has been true for the past 10-12 years (Fig. 10). Any of these items could set of DTM code. If you do not think this is nuts, look at the next flow chart from Honda (Fig. 11). The chart here shows the Inputs and Outputs of the power window master switch, which is an electronic control unit (ECU) “computer” with inputs, processing, and outputs. Any on the 15 trouble codes can be triggered by just R&I of a trim panel and look what it takes to diagnose the problem. Here is another example of a DTM code being set off which may seem crazy. This is a photo of my 2012 Ford Pickup (Fig. 12). I was loaned an Air Pro Diagnostic Remote Scan Tool for this article (more about the tool later on in the article.) I hooked it up with the help of a Repair Shop Owner. The first thing he did was set up device that would maintain a constant voltage (more on this later also) during the scan. After a couple of minutes, I received by email the following printout on the scan (Figures 13a, 13b). The technician on the other end
phoned me to explain that my radio antenna had a negative to ground DTM code. He asked me if I had my antenna off which I replied that two days prior, I had my truck washed and the antenna was temporarily disconnected. When the car wash replaced the antenna and started up the truck, it
Figure 12
triggered a code. This code did not affect the radio operation. The tech then proceeded to clear the code. There are a number of ways that a shop can perform a pre- or health scan and a post repair scan. You can purchase an aftermarket scan tool. They vary in price from inexpensive to expensive. Usually the
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 41
higher the price, the greater the capabilities of the units. Cons, the programs may not work on current year vehicles, programs have
/wp-content/uploads/ 2016/12/DRAFTScan-Tool-Overview-12-19-16.pdf). Let’s take a look at how a remote diagnostic unit works. I am going to do
Figure 13b
the OB2 port (Fig. 14). The prompts on the lap were followed. A report was sent to the shop after the scan was completed (Figures
2118 South Padre Island Drive Corpus Christi, TX 78416
Figure 13a
to be continually updated, and may not have OEM proprietary information. Another way to have a mobile service come to your shop for each scan or sublet the work to a automobile service shop or OEM dealer. You know the pros and cons of both. Finally, there are remote diagnostic services that use the internet. AsTech and Air Pro are companies that either supply an interface unit (AsTech) or a laptop (Air Pro) that connects to the internet or with a remote location where a technician can read the codes. To get a better understanding about the pros and cons, go to the following CIC web site (http://www.ciclink.com
a pre scan on a 2017 Toyota Camry that had damage to the rear bumper and
Figure 14
lower portion of the right rear quarter panel. The technician from Marina Autobody hooked up his Air Pro Unit to
42 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
15a, 15b). Two fault codes were triggered by the blind spot system. The technician See Know the Terms, Page 46
Hours: M-F 7:00am-7:00pm Sat 8:00am-5:00pm
üPrompt & Dependable Delivery üLarge Inventory of Genuine OEM Parts üKnowledgeable and Courteous Parts Team
800.242.3249
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 43
Shop Showcase Regal Collision in CA Wins Best in Show at Dog Fundraiser with Ed Attanasio
Dogs and the collision repair industry seem to go together, and that’s why there are so many shop dogs working for free as they help their crews all
bond between canines and the body shop world. When it comes to helping dogs and cats in their community, the people at Regal Collision Repair in Vallejo, CA do not paws for a second. Every year, the shop’s owners, Jim and Shellie Boyle, support the Humane Society of the North Bay (HSNB) in Vallejo through their participation in its annual Barkitecture Gala and Auction and other activities. This year, the theme for the Barkitecture fundraiser was “Parrgh-ty Fur Ye Pets!” with a pirate motif throughout. The “Pirate’s Ride” was made out of an old children’s pedal car and auctioned off for $5,000 at the Humane Society of Held on April 8th at the USA North Bay’s annual Barkitecture fundraiser in Vallejo, CA. (l to World Classics Event Center r) GM Kirk Kapfenstein, Technician Mike Elliott and Owner in downtown Vallejo, more Jim Boyle of Regal Collision proudly unveil their creation than 200 people attended a over the country. They work for hugs great evening with the grog a-flowing and treats and they never bark about and the good times pirating along. overtime, so there is definitely a strong Many people came in full costume
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
while other landlubbers opted for standard garb. The Barkitecture’s evening included festive music, food from local restaurants, a premium raffle, a
Regal Collision’s Co-Owner Shellie Boyle with the “Pirate’s Ride.” More than $10,000 in parts and labor went into this show-stopping piece of art
silent auction and a live auction of items generously donated exclusively for the pirate’s party.
Every year, the crew at Regal Collision, led by Production Manager Kirk Kapfenstein, designs and builds a vehicle or other pet-related piece of usable art for this fundraiser. A few years ago, they took a children’s toy car and turned it into a cat tower on wheels and named it “Cruisin’ Down the Yellow Brick Road” to go along with that year’s Wizard of Oz theme. For this year’s Barkitecture, Regal Collision created a “Pirate’s Ride”, a custom-built, car-themed pet habitat that was the hit of the evening. Featuring a working five-gallon aquarium nestled in an all-steel candy-painted vehicle wired for electricity and crowned with a Jaguar hood ornament, “Pirate’s Ride” provides a watery home for three fish passengers in the tank at all times. Known for his nationally-acclaimed paint jobs on literally hundreds of motorcycles, Kapfenstein owns and operates Killer Candy in Concord, CA, when he isn’t running the production at Regal.
Audi Genuine Parts
T P Y ! N " N #! Large Inventory of Genuine Subaru Parts Experienced Wholesale Parts Staff to Serve You
Audi Genuine Parts make your repair easier • Delivery to Austin, Kyle, Buda and San Marcos areas. • You can count on our customer service • Professional experienced staff
(970) 346-3542
Parts Hours: Mon-Fri 7:30-5:30 Sat 8:00-4:00
Audi South Austi Austin tin n
Charles Luera, Parts Manager cluera@greeleysubaru.com 4720 W. 24th St. // Greeley, CO 80634 44 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
4738 IH-35 // Austin, TX 78745 Phone: 888.703.4305 Fax: 512.660.5388 Hours: Mon.-Fri. 7:00am-6pm; Sat. 9am-5pm audisouthaustinparts@hendrickauto.com www.audisouthaustin.com
Kapfenstein dedicated more than 50 hours of his time to help the pets’ cause as a passionate artist/painter and the owner of two dogs named Simba and Nala. Jim Boyle, the owner of Regal Collision Repair, loves doing community work, and Barkitecture is just another way to give back to the City of
In this photo, Jim Boyle realizes that his shop’s creation was just sold at auction for $5,000 at the 2017 Barkitecture pet fundraiser in Vallejo, CA
Vallejo, he said. “We have been making things for these fundraisers for several years now because it’s a great cause,” he said. “The Barkitecture Gala and Auction is exciting for all of us at Regal because we like the competition
with local businesses and community groups that create custom designed ‘creature’ comforts like dog dens, dog and cat furniture, bird roosts, bunny boudoirs, lizard lairs and other pet domiciles. We enjoy planning our next creation months before the event, and when we get the finished product, it’s very satisfying.” The Humane Society of the North Bay provides much-needed shelter, care and adoption services to thousands of abandoned and neglected animals in the Vallejo area. HSNB Board President Stephanie Gomes was pleased with the evening’s turnout and the $5,000 that was raised with Regal Collision’s incredible creation, as it also captured the top prize. “We depend on local businesses and community leaders to help us to fulfill our mission that not only helps animals, but it also helps our community as well,” Gomes said. “Last year, we saved more than 1,000 lives through adoptions, working with shelter and rescue colleagues around the Bay Area and returning lost animals to their families. We need companies like Regal Collision to support us so that we can continue this life-saving work.”
Continued from Page 10
Continued from Page 28
suring rates are appropriate and reasonably profitable. Send notices about rates by certified mail on an annual basis—it’s a matter of conditioning the insurers just like they conditioned the collision repair industry.” When an insurance company refuses to pay for a process, shops should use a standardized document requesting that they identify the part of the policy that indicates coverage doesn’t include that item and the consumer has to pay out of pocket. Eversman stresses, “They are obligated to pay what’s in the policy, and if they neglect to identify what they won’t pay for, they are stuck.”
business through all of these other avenues.” Does LaPadula consider fixing crashed cars a form of art? “Absolutely,” he said. “Collision repair is under appreciated. We get these cars with airbags blown and wires everywhere and now we have to put them back together, guaranteeing their safety and a quality repair. And then after we’ve done all of our work, they just get back in the car and take it for granted. I joke with my artist friends that the only difference between the two of us is I get paid for my work. My people are artists, no doubt, and I tell them that all the time.” LaPadula’s graffiti art mansion is not currently open to the public, but so many people were impressed by his creation that they want to partner on this project with him in some form or another. So stay tuned.
Erica Eversman
FOLLOW US ON
TWITTER :
@autobodynews
Graffiti Mansion
www.autobodynews.com
UPDATED DAILY
GM PARTS CENTER • We “Meet or Beat” Aftermarket Pricing • Over $2 Million Genuine GM Parts • Free Delivery within Texas • 10 Delivery Trucks
WATS:
800-955-6282
PARTS DIRECT:
972-202-2300
RAY HUFFINES
PLANO, TX
HOURS: MON - FRI 7 TO 7; SAT FROM 8 TO 5
www.rayhuffineschev.com www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 45
Continued from Page 42
Know the Terms
found that the blind spot monitor was not connected, which he proceeded to reconnect (Figures 16a, 16b).
It should be noted that Toyota in CRIB # 177 (Go to here for the CRIB: http://crrtraining.com/CRR2/ assets/pdfs/CRIB177-SRS-OccupantClassification-System-Initialization .pdf) states the following:
gardless of occupancy: • The OCS Electronic Control Unit (ECU) is replaced • Accessories such as a seatback tray are installed on the passenger seat • The passenger seat is removed and replaced or reinstalled • The vehicle is involved in an accident or collision. In other words, a calibration of the OCS system needs to be performed (Fig. 17). The Air Pro technician also performed this operation when the tech-
Figure 16a
Figure 17
Figure 16b
Figure 15a
Any of the following conditions could set a DTC, illuminate the SRS MIL, or cause the PASSENGER AIRBAG light to indicate incorrectly, re-
nician performed the next scan (Figures 18a, 18b). Also the codes for the blind spot module were cleared. With the codes clear, the vehicle was ready for its final Q/C and detail See Know the Terms, Page 49
MIKE CALVERT TOYOTA www.mikecalverttoyota.com
• Overnight Delivery in Most Areas of TX & LA unts • Volume Discounts pping • One-Stop Shopping Local
(713) 558-8272 Fax
(713) 558-8131 Toll Free
1-800-527-5368 Download at www.CollisionLink.com
Figure 15b 46 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
2333 S. Loop West • Houston, TX 77054
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 47
Historical Snapshot with John Yoswick
—John Yoswick is a freelance writer based in Portland, Oregon, who has a body shop in the family and has been writing about the automotive industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com). Contact him by email at jyoswick@SpiritOne.com.
Flashback: Panel Calls for End of ‘Funny Time’ – Two Decades Ago 20 years ago in the collision repair industry (May 1997) The “Write It Right Committee” of the Collision Industry Conference (CIC) has announced its preliminary recommendations for eliminating “cost-shifting” in the current claims settlement process. During the committee’s report in Chicago, California shop owner Al Estorga said “cost-shifting” occurs during the process of writing or negotiating a damage report or final bill for repairs when all or some of the cost of one line item is transferred to another. “This may involve adding unnecessary procedures or exaggerating labor times or costs in one area to offset costs not included elsewhere in the damage appraisal or final bill,” Estorga said. “It may also involve using a less expensive part than one listed on the appraisal or final bill (or repairing a part that is listed as replaced) in order to cover labor times or costs or parts not included elsewhere in the appraisal or final bill.”
The committee’s preliminary recommendations for eliminating cost-shifting included:
● That shop and insurance representatives sign a written pledge not to participate in cost-shifting.
● That all operations needed to restore the vehicle to preloss condition be listed on the damage report, including any procedures that are necessary but are not included in estimating database times. The resulting final invoice should be an exact reflection of what was done to the vehicle.
paid, as necessary, at a different labor rate than replacement or “book times.”
“What we’re talking about is doing away with ‘funny time,’” California shop owner Tom Holmes said. He said that estimating database providers have already determined that because of breaks, inherent inefficiencies and other factors, a typical employee is productive for about 45-50 minutes per hour. “What we’re saying is that if it takes 45 minutes to straighten a dent, you charge an hour,” Holmes said. While a number of CIC participants questioned insurance company willingness to participate in the recommended changes, committee members said insurers on the committee have supported or even suggested the proposals, including the resolution board. “They’re sick of arguing about the same things again and again and again,” Holmes said. “They were the strongest supporters of the recommendations that we have put here before you,” Estorga agreed. – As reported in Autobody News.
the wife of the elderly man who had just driven away. “I think your husband has left you behind,” Arndt said the technician told the woman. “Yes, he’s getting awfully forgetful,” the woman replied. The technician drove the woman home to her husband, who apparently still hadn’t noticed that his wife was missing. – As reported in Hammer & Dolly.
10 years ago in the collision repair industry (June 2007) What do 100 women who are involved in the collision repair industry talk about when they gather for a conference of their own? The technician shortage. Leadership skills. Customer service. Industry trends. In other words, much of the same subjects discussed at other industry gatherings, just often from a slightly
different perspective. “It’s long overdue that the women in this industry had a professional forum to get together to develop ideas, build camaraderie, get to know one another and walk away with a new sense of confidence and awareness that they’re not ‘the only one,’” said Gigi Walker, a California shop owner and secretary of the Women’s Industry Network (WIN), which recently held its first conference. The two-day event held in Phoenix drew about 115 attendees, including women involved in virtually every segment of the industry: shop owners and managers, technicians and vocational students, insurance company and vendor representatives. Organizers say the goal of WIN and the annual conference is not to compete with other industry groups and events but to offer something women in the industry have perhaps not always found at those other See Funny Time, Page 56
Young Chevrolet
Parts for Buick, Cadillac, Chevrolet, GMC, Oldsmobile, Pontiac • 60,000 part numbers • Same day shipping until 5:30 EST • 13 parts pros eager to serve you • Next-day air until 4:30 EST • 15 radio-dispatched trucks • 4.2 million inventory • 97,000 square-foot warehouse Camaro
California shop owner Gigi Walker (left) speaks with other attendees of the very first Women’s Industry Network (WIN), held in Phoenix in 2007
● That a dispute resolution board – consisting of shop, insurer and consumer or regulatory representatives – be established in each state to provide binding arbitration of differences regarding compensation for repair procedures.
● That repair “judgment times” be calculated based on “real time” and be
15 years ago in the collision repair industry (June 2002) Joyce Arndt of Ray’s Auto Body in Vienna, VA said that recently an elderly gentleman came to the shop to pick up his vehicle. After he drove off in his repaired car, one of the shop’s technicians went to move the rental car. Imagine the tech’s surprise when he opened the door of the rental and found an elderly woman sitting in the passenger’s seat. She turned out to be
48 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
We want your business!
Genuine GM Parts at Genuine GM Prices Toll Free: 800-451-0108 Main: 214-328-9111, Opt. 5
214-328-8381 Fax (main): 214-328-6675 Fax (wholesale): 214-328-0716 Direct:
parts@youngchevrolet.com
www.youngchevrolet.com 9301 E. R.L. Thornton Fwy, Dallas, TX
Continued from Page 46
Know the Terms
for delivery. I think there is enough information for you to grasp at this time. The next in-
Figure 18b
Figure 18a
stallment will look at windshields (some OEs stated that aftermarket windshields will affect the function of ADAS), the difference between scanning, initializaARIZONA
AutoNation Subaru Scottsdale Scottsdale (480) 425-2950 (480) 425-2948 Fax Mon.-Fri. 7-6; Sat. 7-4
Camelback Subaru
Phoenix (866) 641-9880 (602) 776-6407 Fax Mon.-Fri. 7-6; Sat. 8-4 wholesaleparts@camelbackdifference.com
Subaru Superstore of Chandler Chandler (877) 443-3239 (480) 268-2402 Local (480) 621-3805 Fax Mon.-Fri. 7-6; Sat. 7-5 WholesaleEast@ShopSubaru.com www.ShopSubaruParts.com
Subaru Superstore of Surprise The following dealerships are eager to serve your needs. Call your local Subaru collision parts specialist today!
Surprise (844) 378-9875 (623) 232-7202 Local (623) 232-7303 Fax Mon.-Fri. 7-6; Sat. 7-5 WholesaleWest@ShopSubaru.com
tion, re-programing,and recalibration, repairs to bumpers, tires and misaligned body structure and how all ties in tripping codes and ADAS malfunction. ARKANSAS
Subaru of Little Rock Little Rock (888) 690-8030 (501) 725-4375 Fax Mon.-Fri. 7-6; Sat. 7-3 micah@subaruoflr.com www.subaruoflittlerock.com COLORADO
Flatirons Subaru Boulder (303) 443-2919 (303) 442-1342 Fax Mon.-Fri. 7-6; Sat. 8-5
Greeley Subaru Greeley (970) 346-3542 (970) 353-8490 Fax Mon.-Fri. 7:30-5:30; Sat. 8-4 cluera@greeleysubaru.com OKLAHOMA
Hudiburg Subaru Oklahoma City (800) 800-5963 (405) 739-0636 Fax Mon.-Fri. 7:30-6 parts@hudiburg.com www.hudiburg.com
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 49
Shop Showcase
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
Elite Electronics Gives Body Shops an In-House Mechanical Department with Ed Attanasio
After the economic implosion of diagnose, repair, and correct vehicle 2008, many body shops decided to computer systems more quickly and add mechanical repair to their menus affordably than body shops can, and of services and quickly found out it that’s why shops use their services on wasn’t quite that easy. When a regular basis. “We fix methe economy turned around a chanical and electrical issues few years later, many of them on wrecked cars every day, so stopped offering these servwe’re going to be faster on ices because they realized diagnostic processes than that they needed to focus on your average mechanic becollision repair and not mecause we run into the same chanical repair. They found issues again and again,” Don Owner Don out that it requires too many Smith began Elite Smith, the company’s owner, Electronics with resources, including equipsaid. his wife and one ment, tools, training and the Smith trains his mechanmechanic, and right people to be a real me- today, the company ics to get out of the mechanchanical repairer. So they employs 55 people ical mindset and look at went back to doing what they things from a collision reand serves more than 200 know, and most of them will pairer’s perspective, he said. customers tell you that this was a smart “If a body shop is trying to move. provide mechanical services to its cusBut if a body shop needs mechan- tomers, it’s difficult because it’s a ical repairs on crashed vehicles in completely different thought process. their facility, what are their options? You’re not repairing something that Sending a vehicle down the street to was damaged in a wreck; you’re fixanother shop for some diagnostics or ing something that is just worn out or an electrical repair is never a good defective. We need techs who can idea, not to mention what it can do to think from the collision side so that your customers, cycle time or DRPs. they’re looking for the right things. We are able to fix not just electrical, but anything that is wreck-related or not.” The story behind Elite Electronics began way back in 1996, when Smith was first exposed to the industry from the accessory-side, he explained. “I started out installing car stereos and car alarms and we had to be cognizant of the airbag systems Elite Electronics fills a niche by providing the full gamut of while doing so. At one point, mechanical repair services with a focus on fixing wrecked we had to replace an airbag cars for body shops and collision centers in six states that deployed, and that got me In a world where specialization is interested in airbags. So a friend told king, Elite Electronics of Richardson, me about a place called Friendly ElecTX, fills a niche by providing the full tronics in Dallas, where I worked and gamut of mechanical repair services learned the airbag side of it.” with a focus on fixing wrecked cars In 2005, while in the military partfor body shops and collision centers time and going to school full-time purin six states. The big four—ABRA, suing a business degree, Smith saw an Service King, Gerber Collision and opportunity and seized it. “We were Caliber Collision—all use the serv- able to scrounge some money together ices of Elite Electronics, with 60% of and start Elite Electronics,” he said. their business coming from MSOs, “We saw some other companies trying but they also work with small inde- to what we wanted to do and not really pendents as well. doing it successfully, so we put $40,000 Elite Electronic’s mechanics can together and went for it.”
50 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
customers in Oklahoma, Tennessee, Georgia, Pennsylvania, North Carolina and Texas with plans to open up in four additional territories later this year. “The majority of what we do for body shops is what we call general repair,” Smith said. “They don’t have a mechanic and they need someone to come in and replace a knuckle, pull the engine, replace a sub-frame or an engine cradle—things like that. We work with their agreedWith a full fleet, Elite Electronics is able to respond quickly upon rate with their DRP prowhen their customers call, which include MSOs such as gram to where they can still ABRA, Service King, Gerber Collision and Caliber Collision make money, and we also do the work in a timely fashion to where “Day one, we already had our first mechanic with my wife helping us out they aren’t waiting on it and can make their projections and keep their cycle with things like bookkeeping and actime where it needs to be.” counting, so it was definitely a lean opDelegating anything can be diffieration.” cult for some body shop owners and Today, Elite Electronics employs 55 people and serves more than 200 See Elite Electronics, Page 53 In November of 2006, Elite Electronics opened its doors, and the company hasn’t stopped growing since.
• Toyota Star Elite Dealer • Free Delivery to All of Texas • Free Toyota Electronic Parts Catalogue for Our Wholesale Customers PARTS HOURS: M-F Sat
7:30am to 6pm 8:30am to 5pm
Ca Call all T To Toll oll oll ll Free! Free!
877-892-4570 Fax: 956-718-4259
Toyota of Laredo is your
on ne-stop shop for
www.toyotaoflaredo.com
Parts
ARIZONA Tempe Kia
TEXAS
Ancira Kia
Tempe 480-603-2587 (480) 603-2597 Fax M-F 7am - 6pm Sat 8am - 3pm parts@tempekia.com www.tempekia.com
San Antonio 210-509-2197 (210) 509-2198 Fax M-F 8am-6pm Sat 8am-3pm tstewart@ancira.com www.ancirasa.com
Crain Kia
Houston 1-888-983-1425 (281) 983-1437 Fax
ARKANSAS
Sherwood 501-542-5230 (501) 542-6133 Fax M-F 7:30am - 6pm timhill@crainteam.net www.crainkia.com
LOUISIANA
All Star Kia of Baton Rouge Baton Rouge 5740 Siegen Lane 225-490-8000 (225) 490-8014 Fax
OKLAHOMA
Ferguson Advantage Imports Broken Arrow 800-880-8815 (918) 317-6280 Fax M-F 7:00am - 6:00pm
Kyle Hill Kia
Oklahoma City 405-252-7106 (405) 749-6069 Fax M-F 7:00am - 6:00pm pf@kylehillkia.com www.kylehillkia.com
Archer Kia
Bob Utter Kia
Sherman 903-892-5967 (903) 891-7304 Fax M-F 7:30am - 6pm Sat 7:30am - 1pm Mike.martin@bobutterford.com www.bobutterford.com
Capitol Kia
13573 North US Hwy 183 Austin 512-583-1900 (512) 583-1899 Fax M-F 7:30am - 6pm
Central Kia
Plano 972-422-9320 (972) 633-5761 Fax M-F 7:30am - 7pm Sat 8am - 5pm
De Montrond Kia
Houston Wats 1-800-392-6704 (281) 872-3909 (281) 872-3914 Fax
Fredy Kia
Houston Toll Free 800-883-1933 Direct (713) 941-3600 (713) 947-8053 Fax M-F 7am - 6pm Sat 7am - Noon Free local delivery Free DSI shipping
Huffines Kia Denton
Denton 940-321-2504 (940) 497-2920 Fax M-F 7am-7pm Sat 8am-5pm Local Delivery Available www.Huffines.net
Huffines Kia McKinney McKinney 469-525-4450 (469) 525-4459 Fax M-F 7am-7pm Sat 8am-5pm Local Delivery Available www.Huffines.net
Kelly Grimsley Kia
Odessa 432-332-0441 (432) 337-4807 Fax M-F 7:30am - 6pm Sat 8am - Noon april@kellygrimsley.com www.kellygrimsleykia.com
Moritz Kia
Hurst 877-651-4542 (817) 595-8325 Fax
Southwest Kia
39650 LBJ Freeway South Dallas Toll Free 888-544-9249 Direct (972) 616-0069 (972) 421-0294 Fax M-F 7:30am-6pm Sat 8:30am-5pm
UTAH
Findlay Kia
St. George 435-817-4245 (435) 634-1229 Fax M-F 8am - 6pm Sat 8am - Noon
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 51
Tips for Busy Body Shops with Stacey Phillips
Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.
Important Considerations When Purchasing New Equipment for Your Body Shop Purchasing new equipment can be an exciting yet daunting task for a body shop. There are many options available and it often feels overwhelming and confusing. How do I decide which piece of equipment to buy? What method of payment is best to use? Is training included in the price? Autobody News reached out to the industry to find out some recommendations to consider before making a major purchase. The following members of SCRS (Society of Collision Repair Specialists) shared tips to help shops navigate through the process: Michael Bradshaw, vice president of operations at K&M Collision in North Carolina; Kye Yeung, owner of European Motor Car Works in California; and Dave Gruskos, owner of Reliable Automobile Equipment (RAE) in New Jersey, which provides OEM certified equipment and training.
What advice would you give to a shop before purchasing equipment? “First and foremost, I think the shop needs to identify what type of vehicles they are going to be working on,” said Bradshaw. Once that is accomplished, he said it’s important to reference the manufacturers’ repair manuals and other resources that include specific requirements that need to be addressed. “I think a lot of the problem is the misinformation that is generated by some of the sales people on the equipment side where they will tell you that a certain piece of equipment can do everything or is approved by multiple manufacturers when maybe that’s not the case.” Yeung, who is currently opening a second location and very involved in acquiring equipment, recommends making a checklist of all the wants and desires of the shop. “On the checklist, you can focus on the necessary items and the wish items.” It will also enable a shop to determine which items are going to provide the best productivity and a better streamlined process in the operation. Those obviously go at the top of the list. Gruskos said a shop also needs to look at the relationship it has with the automobile dealer. “A dealership relationship becomes key,” he said. By researching the documentation supplied by the OEM, it will help direct a shop
to purchase the correct approved equipment. If a shop is part of a Direct Repair Program (DRP) or OEM certification, the owner doesn’t always have a choice on the type of equipment purchased.
How do we decide what type of equipment to purchase and narrow down the choices? Once your list is complete, it’s time to do research. “That is where the biggest issue comes in is that the shops just rely on the person walking through the door to sell them a piece of equipment,” said Bradshaw. “There is a lot of information available but it’s not always in the same place.” Yeung recommends making time to attend tradeshows to secure equipment. “I always try to time it during tradeshows like NACE and SEMA,” said Yeung. “The vendors are out there and if you are able to attend you can touch and feel the items.” By attending tradeshows, it also provides an opportunity to learn about the pros and cons of the equipment and ask questions about support and training. Yeung said the vendors usually give good price concessions during these events as well. In addition to attending tradeshows, it can also be helpful to talk to colleagues, other shops and associations. “Associations, like SCRS, are a great way to find information. Members can direct you to sources that you may have not considered in the past and give you advice on good and bad experiences they’ve had,” said Yeung. “The network of advice in an association is priceless,” said Gruskos. “It will help a shop narrow down the proper people to deal with.” He stressed the importance of making sure you are purchasing from a reputable, structured company. “Most of the time when you talk about people who have problems with equipment or litigation, it’s because it might be a one-man show.” Many shops also go online to read reviews and gather information about various pieces of equipment. Yeung often watches YouTube videos that feature the equipment he is considering purchasing to get a better idea of how it operates.
52 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
It may seem like a lengthy process, but Bradshaw said the resources are available and shops just need to do their homework. Once a decision is made, what method of payment is usually best? Yeung said it’s important to really think through how to buy the equipment, whether it is purchased outright using the bank, with a credit card or leasing. “That would be something that a shop would want to talk to their accountant about and plan for that purchase and really determine what is going to be the best way to do it in in terms of their situation,” said Bradshaw. Gruskos said credit card purchases are becoming more prolific because people want the earn the miles but that isn’t necessarily in the shop’s best interest. “Generally, they are going to be financing or leasing the equipment,” he said. In addition to talking to a tax ad-
visor, he recommended that all shops read the purchase agreement carefully before signing it. “There are a lot of cases where people think they finance a piece of equipment and at the end they have a surprise payment,” he said.
What type of training is available? It’s important to find out what type of training is necessary to operate the equipment. “A lot of people I’ve run into mention that with all the new programs starting with OEMs, they buy a piece of equipment but there is no training associated with it,” said Yeung. “It winds up sitting in a corner because nobody knows how to use it.” Bradshaw said that depending on the type of equipment you purchase, the majority of manufacturers provide some type of training whether it is onsite or conducted at a training facility. “I’ve seen cases where that is included in the equipment purchase or where it
is an additional fee,” said Bradshaw. “The purchase of the equipment is not going to enable a shop on its own to repair vehicles properly,” said Bradshaw. “I think a lot of times certain shops look at that as a solution to a problem when it’s only part of the solution.” “Training is key,” said Gruskos. “Safety is a priority and if somebody is not trained in the proper, safe use of a tool, it can lead to either a bad repair or an injury.” He said that a shop can never train enough.
What are some other considerations? “Sometimes when you buy a piece of equipment, many shops don’t realize that you have to buy accessories in order for it to work correctly,” said Yeung. He said that’s when research really pays off. “It gives you an overall idea of what you really need to use that equipment to its full extent,” he said. Bradshaw said there may be additional hardware or software that needs to be purchased separately. “As a shop, you have to ask those questions. All of those costs have to be factored in,” said Bradshaw. “With most of the equipment, you are going to find that. Hardly any equipment has coverage for every vehicle on
the road.” Shops often have the expectation that they can repair any car with a certain piece of equipment. “You’re not going to get complete coverage,” he said. “That’s why it’s important to do the research and figure out what you are working on and try to tailor it to that.” Safety and environmental concerns are also important factors in the decision-making process. “Shops should be very conscious of practicing the safe use of their tools and equipment,” said Gruskos. He said they should be aware of the equipment’s impact on the environment whether that is in terms of cleanliness or from a pollution standpoint. Yeung said to make sure all safety issues are taken care of before new equipment is implemented in the shop. For example, when you purchase a welder, you need to buy welding helmets, jackets and gloves. “Sometimes when you are buying something, there is a whole other aspect you need to complete the project,” said Yeung. “By doing research and purchasing proper equipment, it will ensure a proper repair in an efficient and timely manner,” said Gruskos.
Continued from Page 50
Elite Electronics
managers who feel like they can do it all, but in the end, they realize mechanical repair is a different beast altogether. “Occasionally, a body shop owner will tell us that they do all of their mechanical in-house and they don’t need our services,” Smith said. “But the reality is that every collision repairer is using one of the services we offer. Whether they’re towing the vehicle to a local dealership to get an airbag light cleared or the mechanic goes on vacation and they have to hire someone else to do it, every body shop needs our services in one form or another. I haven’t found a situation where we’re not more cost-effective and timely than their current solution.” Body Shop Director James Kerby at Reliable Chevrolet in Richardson, TX runs a busy operation, fixing roughly 400 cars every month. So, when he needs some mechanical or electrical work done fast, he does not hesitate to call Elite Electronics. “They make the entire process easier, because they know what they’re doing,” Kerby said. “They
come here so we don’t have to do anything. They do a mechanical inspection and give us a list of what needs to be fixed or replaced and then we communicate it with the insurance company and we get the approval. It helps us tremendously because when we catch things earlier, we can get the parts here faster and get the job done on time.” Jorge Hormaza is a parts director for Service King who oversees the central and southeast regions of the country for this large MSO. With 100 parts managers answering to him, Hormaza wants to hire a company like Elite Electronics that is willing to do what it takes to get the job done. “They figure it out and that’s important,” he said. “Elite is one of our preferred vendors and we use them a lot. Before, we had to move cars just to get a light cleared and now they come to us. This allows us to focus more on fixing the cars rather than letting some mechanical problems slow us down, which is a major benefit for us at Service King.”
FREE
4x Monthly E-Newsletter.
www.autobodynews.com
Original BMW Parts
bmwusa.com
Original Thought #78
YOU ONLY GET ONE CHANCE AT THE FIRST REPAIR. TEXAS
BMW of Dallas
Dallas 800-245-7269 972-241-3953 Fax
BMW of Houston North Houston 888-215-7431 281-875-4021 Fax
BMW of San Antonio
San Antonio 210-732-7121 800-880-1430
Classic BMW
Plano 214-778-2673 Direct Wholesale 214-778-2674 Direct Wholesale 214-778-2814 Fax
OKLAHOMA BMW of Tulsa
Tulsa 800-331-3996 918-665-1360 Fax
NEW MEXICO Sandia BMW
• Original BMW Parts & Accessories When you repair a BMW, use the parts that are identical to those used in Series production – and just as reliable. Choose Original BMW Parts and Accessories. Because you can’t repair your reputation.
Albuquerque 800-642-2697 505-217-0289 Fax www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 53
WIN 2017 Educational Conference Features Presentation on “Customer Care Culture” by Chasidy Rae Sisk
On the final day of WIN’s 2017 Educational Conference in Denver, CO, Steve Trapp of Axalta Coating Systems and Rigina McNaughton from Salsapants, Inc. discussed “Creating a Customer Care Culture, and Finding and Inspiring a Staff to Support It.” Stressing the importance of the HR process, Trapp stated, “We need to retain the people we have and attract new people. Then we need to take care of them all.”
Steve Trapp emphasized the importance of retaining current employees, attracting new employees, and treating all of them well
To begin the recruiting process, businesses need to become the “employer of choice.” Trapp explained, “First, determine what makes your business special, and then include these factors in your employments ads. You should also post an employment resume on your website to demonstrate what makes you so unique.” Effective methods for advertising include employee or customer referrals, window signage, company websites and social media, as well as advertising on local high school and college job boards and initiating internships. Trapp cautioned, “Younger employees have to know there’s a career path, so it’s important to recognize people’s aptitude; we need to rethink what direction these impressionable people entering the industry go.” When screening applicants, begin by determining which candidates meet your criteria and then perform phone screens to ascertain their emotional intelligence which determines how people manage behavior, navigate social complexities, and make personal decisions that achieve positive results. Since a customer service representative will be the first person with whom a customer interacts, these individuals must be positive, articulate and responsive; they should be curious about other people because it’s important to understand why customers react a certain way.
Because interviewing is imperative to selecting the right people to employ, a face-to-face interview is next. This includes a welcome, a description of the interview and hiring process, a company history, and a job description. Questions should generate examples that are not hypothethical, and then the interviewer should look for contrary evidence to ensure the candidate is genuine and if they possess the desirable behaviors, traits and skills for the position. Potential hires should also be given an opportunity to ask questions. The initial interview will be conducted by the General Manager, but if a second interview is required, it should be done as a means of obtaining a second opinion and should take place with another authority in the company. Interviewers should be looking for customer service traits in candidates, such as patience, attentiveness, clear communication skills, positive language, time management skills, tenancy, a willingness to learn, and the ability to read customers. McNaughton stressed, “Reading people is important as a way of figuring out what your customer wants and being able to reassure them. It’s okay to test people in interviews to determine if they have the traits and emotional intelligence necessary for the position.” Once you’ve made a hiring decision, it’s vital to put a new employee “in the right seat.” Define their work schedule and job description, and set expectations of their job accountabilities and your company’s pay plan. Employers should also customize and set a daily training schedule by position with quizzes and a checklist to be signed by the manager and the trainer. Managers should also explain the company’s mission, values, key policies, procedures and history, ensuring that this message is provided consistently. Job specific orientation and training is the next step, and shops should also find additional ways to develop staff. Review work and quality standards, consider using I-CAR or AMI curriculum for new hires, and send appropriate individuals to OE certification training or Axalta product and color training, Trapp advised. Employee mentorship programs are also beneficial as the mentor provides a focal point for the new employee to get help and information, plus this establishes an early notification
54 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
system for potential problems and lost opportunities to integrate new employees effectively. McNaughton warned that 75% of apprentices leave in their first year due to a lack of communica-
Rigina McNaughton taught WIN Conference attendees about the importance of potential employees possessing the right traits and high emotional intelligence
tion and false job expectations. To circumvent this cycle, she suggested matching the communication and learning styles of the mentor and mentee to enable better communication. Mentors should meet with their mentee regularly, every few hours for the first month, to provide accountability, but it’s important to remember that everyone learns at different rates. Feedback
should be delivered in a ratio of four positives to one negative. Establishing a reward structure can make work fun and meaningful. Rewards can be spontaneous or given through contests or at pre-shift meetings to recognize superior performance. A company’s culture is set by its owners and managers. According to the Circle of Customer Service, if the owner takes care of the employees, the employees will take care of the customer who, in turn, takes care of the owner. McNaughton warned, “When you set expectations and fall short, you have a lower satisfaction rating because people remember what happened last. Keep it positive.” To develop a 90% retention rate, make a connection with employees and encourage them to connect with customers because happy employees and customers lead to a happy work environment which improves employee retention. Holding an annual review and coaching session is valuable, but it’s important to provide negative feedback and coaching immediately, rather than holding it for the review; the annual See Customer Care Culture, Page 56
Parts You Need. People You Trust.
Genuine Mitsubishi Replacement Crash Parts are close at hand from the following quality dealerships. ARIZONA
Mark Mitsubishi GLENDALE
623-842-8908
(623) 842-8915 Fax M-F 7:30-6:00 / Sat 8:00-2:00 glendaleparts@markmitsu.com COLORADO
Christopher’s Mitsubishi GOLDEN
888-604-5284 (303) 590-7112 Fax www.cdodge.com
TEXAS
Don Herring Mitsubishi - Irving
866-375-4074
(469) 443-1872 Fax #3 Volume Parts Dept. in the Nation. $600,000 Inventory.
West Loop Mitsubishi SAN ANTONIO
800-224-1968
(210) 681-4583 Fax M-F 7:30-6:00 #1 Volume Dealer in All of Texas. wlparts@lonestar-auto.com
THESE DEALERS ARE GENUINE FORD PARTS WHOLESALE SPECIALISTS
Bob Tomes Ford McKINNEY
800-792-1155 214-544-5081 214-544-5194 Fax
cclemons@bobtomesford.com
Five Star Ford
NORTH RICHLAND HILLS
Wholesale Direct
800-895-7827 817-577-2781 817-577-0558 Fax www.5starford.com
Helfman Ford STAFFORD
281-240-7628 800-634-8008 281-240-0642 Fax
parts@helfmanford.com www.fordparts.com/helfman
T E XAS
Kinsel Ford BEAUMONT
Wholesale Direct
800-468-4550 866-339-7711 Fax
Mac Haik Ford, Lincoln
GEORGETOWN/AUSTIN
800-804-4423 281-598-4370 Fax
parts@machaikfl.com www.machaikfl.com/orderparts
McRee Ford DICKINSON
281-337-1529 281-534-2009 Fax
rbeeman@mcreeford.com www.mcreeford.com
Tommie Vaughn Motors HOUSTON
800-944-4415 713-869-4755 713-293-4309 Fax
www.tommievaughnford.com OKLAHOMA
Hudiburg Ford MIDWEST CITY
800-800-5963 405-739-0636 Fax www.hudiburg.com
United Ford PDC TULSA
Wholesale Direct
ARI Z ONA
AutoNation Ford Scottsdale SCOTTSDALE
480-998-0652
Berge Ford MESA
ARI Z ONA
Sanderson Ford GLENDALE
800-367-3673 623-842-8762 623-842-8799 Fax
www.sandersonparts.com
480-497-7660 480-497-7581 Fax www.bergeford.com parts@bergeford.com
Earnhardt Ford CHANDLER
480-763-6233 480-783-4655 Fax www.earnhardtford.com
800-800-9001 800-676-8509 Fax
adodson@penskeautomotive.com www.fordparts.com/unitedford www.unitedford.com
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 55
Continued from Page 54
Continued from Page 48
performance review should hold no surprises. When coaching, managers should set high standards for themselves and others. They should be present, get involved and pay attention without being sneaky, and they should also discuss and redirect poor performance. Before coaching an associate, managers must ask if there’s a difference between the standard and actual performance, whether the standard is realistic for the situation, if the employee knows and understands the standard, including why and how it’s measured, whether there are hindrances beyond the employee’s control, and if the employee has received feedback on the subject before. It’s also imperative that leaders reinforce good behavior by describing the specific actions being praised, explaining the results of those actions and stating their appreciation. Additional keys to success include using customer feedback as a positive coaching tool and creating a culture that promotes honest, integrity and consistency.
venues. “I think this conference has been a great showing of support for women as well as a great networking opportunity,” said Geralynn Kottschade, a
Customer Care Culture
Funny Time
In 1997, California shop owner worked on a committee that developed recommendations for eliminating “cost-shifting” in the claims settlement process
Minnesota shop owner and chairman of WIN’s board. “There’s so many women involved in our industry; they just need a place to come together to realize they’re not alone.” – As reported in Parts & People. WIN
Snapsheet Applauds Allstate’s Focus on Mobile Claims Settlement
Snapsheet, the auto-insurance industry’s provider of virtual claims solutions, comments on Allstate Insurance Company’s commitment to improved customer service through the use of technology with plans to close drive-in estimating facilities in favor of their proprietary mobile claims settlement. “Transitioning to mobile self-service could allow them to reach the same five times efficiency rating as our 45 plus carriers,” said CJ Przybyl, President of Snapsheet. “For the past five years we have worked to perfect a fully virtual claims process, including Total loss handling. As companies like Allstate continue to embrace new technology, customers are better and faster served in today’s service-centric industry.” Snapsheet began its mobile claims journey in 2012 with the launch of its first white-labeled, self-service claims solution for auto carriers. In 2014, Snapsheet added in-person photo inspections with total loss solutions following in 2015. In the past year, Snapsheet introduced virtual payment processing into its suite of virtual claims solutions. The Snapsheet Solution offers a full platform capable of processing 90 percent of personal and
commercial insurance auto claims with an average settlement time of just three days. “Our metrics are ground breaking and transformative,” Przybyl said. “Currently, we are seeing all claims with a customer satisfaction index 2 to 3 times higher than traditional claims channels. Our focus on combining the power of technology and service solutions makes this possible.” Snapsheet’s approach provides multiple channel options for insurance carriers and their customers, rather than as a singular self-service app. The Snapsheet solution allows any carrier to transform their claims organization to a fully virtual experience within thirty days without additional IT expense or integration required. Snapsheet invites the industry to learn more by joining the Snapsheet leadership team at 11 a.m. CDT on Wednesday, May 31, 2017. Following a short presentation, all parties will be available for interviews. Visit global .gotomeeting.com/join/841857325 available free through Google Chrome. Snapsheet’s solution is currently utilized by 45 insurance carriers, including two of the top 10. It is headquartered in Chicago with more than 300 employees.
56 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
this year passed the 500-member mark; held its 10th annual conference in Denver, CO; and presented five female students a $1,000 scholarship each to continue their training to enter the collision industry. See articles this issue.
5 years ago in the collision repair industry (June 2012) The Society of Collision Repair Specialists (SCRS) held a meeting in recent weeks with I-CAR and representatives of many of the top automakers to discuss increasing the amount and availability of published OEM repair procedures. The meeting was the result of a joint statement by SCRS and other trade associations last November citing published automaker repair procedures as the “official industry-recognized repair standards for collision repair.” The associations also asked I-CAR to create an industry council “to identify gaps in existing OEM procedures and develop processes to close (those) gaps.” Explaining the need for that effort, SCRS Executive Director Aaron Schulenburg cited an example of a sectioning procedure in an estimating system that the system provider defended by saying it wasn’t a procedure
that was expressly prohibited by the automaker. “The OEM had a procedure,” Schulenburg said. “The OEM said, ‘Put (the sectioning) here.’ Should they also have to say, ‘Don’t put it here, here, here or here?’” Schulenburg pointed out that ICAR no longer recognizes some more generalized sectioning procedures that previously were considered industryaccepted because vehicle makes and models have become so different and specific in terms of what the automakers recommend. “That’s why we need to define that the OEM recommended procedure is our standard of repair, and we need to work collectively with the OEMs to fill in those gaps (where procedures have not been published),” Schulenburg said.
– As reported in CRASH Network (www.CrashNetwork.com), June 4, 2012. I-CAR since that time has worked with the automakers to improve the amount and availability of published OEM repair procedures, including creating a “Repairability Technical Support Portal” (https://rts .i-car.com/) for the information.
THE RIGHT PARTS For Your Collision Job Visit these Genuine Hyundai Parts Dealers
Texas
AUTONATION HYUNDAI North Richland Hills 7724 North East Loop 820
800-888-2079 817-589-7882 Fax
Mon-Fri 7am - 7pm; Sat 7am - 4pm reeda2@autonation.com
HUB HYUNDAI
Houston 19300 Northwest Fwy.
800-856-2212 281-955-2311 Fax
Mon-Fri 7:30am - 6pm; Sat 8am - 3pm hubparts290@hubhouston.com www.hubhyundaiofhouston.com
Utah
FINDLAY HYUNDAI Saint George 1405 S. Sunland Dr.
435-986-8835
(435) 986-8822 FAX
M-F 8am - 5pm; Sat 8am - Noon
WIN Seminar: Creating a Better Version of Yourself with Mike Jones by Chasidy Rae Sisk
On May 10, Discover Leadership Training’s President Mike Jones presented “Creating a Better Version of Yourself” during the last day of WIN’s 2017 Educational Conference. Drawing on his personal experiences flying police helicopters, creating programs for high school students to encourage their success, and as a cognitive scientist, Jones noted, “Words are not bad. People use words in bad ways. I urge you all to listen with the intent to be influenced, or you’ll miss the opportunity to be a better you.” Learning how to best one’s best requires incrementally taking small steps and getting small wins. Utilize your strengths, and though Jones admitted that vulnerability is scary, he urged the audience to be vulnerable enough to ask for help when it comes to their weaknesses. Asking everyone to consider the words “revolutionary” and “extraordinary,” Jones advised, “The insanity is in the sanity. Traditions are the beliefs of the dead, and traditionalisms are the dead beliefs of the living... In order to
get some, you’ve got to bring some WIN the moment!” Rather than listening with the intent to be influenced, people often listen to others in order to prove them wrong, thus proving themselves right. Because people listen to respond, once they receive a stimulus, they formulate an answer and stop listening. Engaging attendees in a listening test, Jones emphasized, “If you listen with your own filter, you’ll formulate answers that aren’t part of the conversation. We act in accordance with what we believe the truth is; you act according to your own truth, and conflicts in relationships are often derived from the misunderstanding between my truth and your truth. People frequently operate on their own truth and treat that truth as if it’s common sense.” Having the audience gauge his meaning of the words “expensive” and “fast,” Jones demonstrated the ambiguity of these words and how easy they can be to misconstrue. “Words create pictures, and pictures create emotions. Energy and action follow thought. If you look at the chasm created by the ambiguity of certain words, you see
THESE DEALERS are GENUINE WHOLESALE PARTS SPECIALISTS.
Texas
Freeman Toyota Scion 888-628-7626 HURST
Toyota of Laredo 888-818-5176 LAREDO
817-287-5349 Fax
956-718-4259 Fax
M-F 7am-7pm; Sat 8am-3pm parts@toyotatime.com www.freemantoyota.com
M-F 7:30am-6pm; Sat 8:30am-5pm www.toyotaoflaredo.com
Sterling McCall Toyota 800-231-1440 HOUSTON
713-270-3942 Fax M-F 7am-7pm; Sat 7am-4pm
how we communicate with the people in our lives and the reasons for many conflicts; we rarely clarify someone else’s meaning to ensure we’re on the same page. Game changers take the time to clarify so there’s no break in communication. If you take the time to make sure they heard what you said before you execute, there will be fewer do-overs.” Jones continued, “Don’t move backwards, only move forward. Winners lose more often than losers lose, but it doesn’t faze them because they know life begins outside the comfort zone.” Looking at the theme of WIN’s 2017 Educational Conference, “Be Extraordinary with Balance, Purpose and Results,” Jones insisted results must be first and last, and the outcome defines where a person is going, but if they do not know the desired outcome, they cannot know which direction to take. “Be outcome focused,” he stated. “You must be specific in order to hold yourself accountable. Create new behaviors you can replicate beyond that event. You have to win the moment you’re in.”
Purpose is something deliberate and intentional. Rather than saying “this is just who I am,” acknowledge “this is who I choose to be.” Jones believes, “Each of us can choose who to be in the moment to achieve the outcome we want. You already have all you need to be successful - you just need to choose it.” Balance is to place things in context. According to Jones, “You don’t know if your behaviors are appropriate if you don’t know what your outcome is. Unless you change the picture, you can’t change your behavior. Stop thinking about what you don’t want, and focus on what you DO want. Energy and action follow thought.” In closing, Jones said, “I know the difference that women make every day! I’m passionate about what WIN does and incredibly emotional about the energy of the extraordinary people in this room.”
FREE
4x Monthly E-Newsletter.
www.autobodynews.com
Two Axalta Coating Systems Global Refinish Brands Re-approved by BMW for 2017
BMW Group has renewed its approval of Spies Hecker® and Standox®—two of the premium refinish brands of Axalta Coating Systems for the repair of BMW passenger cars. The endorsement applies to the BMW Group service network in 40 countries around the world, from Albania to the United Arab Emirates, and follows a series of rigorous tests of both brands’ paint materials to make certain they meet BMW Group’s high standards. The agreement recommends BMW Group’s dealerships and service garages use Spies Hecker and Standox refinish technologies to ensure repairs to the paintwork on BMW cars perform to the specified quality levels. To help body shops attain optimal results with the two refinish paint systems, the agreement also includes wide-ranging support and focused training from both Spies Hecker and Standox. “We offer BMW Group service centers across the globe comprehensive expert advice and practical application guidance,” explains Jürgen Knorr, Key Accounts Director for
Axalta’s Refinish Systems in Europe, Middle East and Africa. “Our focus is always on benefiting our customers through innovation, cutting-edge technologies, and tailored service.” Spies Hecker and Standox refinish paint technologies have been approved for use by BMW Group service centers for more than 20 years. The endorsement applies to the following countries: Albania, Argentina, Australia, Belarus, Bosnia Herzegovina, Brazil, Bulgaria, Croatia, Cyprus, Denmark, Egypt, Estonia, Finland, Greece, Hong Kong, India, Indonesia, Israel, Jordan, Kazakhstan, Latvia, Lithuania, Macedonia, Malaysia, Mexico, Norway, Oman, The Philippines, Saudi Arabia, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates and Yemen.
SUBSCRIBE TO OUR YOUTUBE CHANNEL:
Autobody News
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 57
Chevrolet Sees Spike in OnStar Spanish Requests Chevrolet owners are expected to use OnStar’s Spanish-speaking advisor team more in 2017 than any previous year. OnStar has provided Chevrolet owners with a dedicated Spanish language team for more than 10 years to
Connected Customer Experience. “As a result, OnStar has a dedicated team of advisors who can help Spanish-speaking customers keep safe, connected and ready for the road ahead.”
help with everything from directions to emergency services. Last year, more than 1,000 Spanish-speaking Chevrolet drivers pushed the blue OnStar button in the United States every single day, an increase of 30 percent from 2013. Chevrolet already has seen nearly 100,000 blue button presses in the first quarter of 2017 and expects these numbers will continue to climb in 2017. “We understand that not all Chevrolet owners speak English fluently or at all, but we didn’t want that to be an obstacle in providing them with the same service we offer all OnStar customers,” said Terry Inch, executive director of GM’s Global
Chevrolet owners can have their OnStar requests routed to a Spanishspeaking advisor if they prefer. More than 25,000 Chevrolet owners are currently routed directly to OnStar’s Spanish-speaking advisors when they push the blue button. There are two ways to sign up for Spanish-language assistance. Chevrolet owners can ask a dealer to enroll them at the time of purchase by pressing the blue OnStar button, prompting a welcome call. During that call, the new owner can request that all future blue button presses route straight to the Spanish team. Existing Chevrolet owners with an active OnStar account can also press the blue button and make the re-
quest to transfer to a Spanish-speaking advisor on a case-by-case basis or automatically for every call. “Across the board, our data tells us that Spanish-speaking customers are well-informed when it comes to in-vehicle technology,” Inch said. “In addition to using OnStar core services, we’ve seen that Spanish-speaking customers are likely to use the myChevrolet mobile app to remote start their vehicles, lock their cars and even check their vehicle’s diagnostics.” The OnStar Basic Plan is available for five years at no charge on all new Chevrolet vehicles. Any Chevrolet owner with a 2011 or newer equipped vehicle can also receive three free years of the Basic Plan by hitting the blue OnStar button and asking for “Three Years on Us.” The Basic Plan includes access to select features in the myChevrolet mobile app, Dealer Maintenance Notification and Advanced Diagnostics. For more information, visit www .chevrolet.com.
www.autobodynews.com
asTech™ Launches New [Online] Sales Page
Repair shops can now purchase an asTech™ device directly from the website, making the process of getting a unit even faster and simpler. Headquartered in Plano, TX, asTech™ focuses on providing collision repair shops in North America with a comprehensive set of services capable of repairing today’s complex vehicle electronics and diagnostics systems. The service enables shops who may not have expert level technicians to work on any vehicle, while receiving expert advice from asTech™ certified master technicians. The technicians use OEM factory scan tools to identify all damaged electronics, formulate recommendations, and then work together with the shop to perform the required calibrations necessary to put the vehicle back on the road in a safe condition. “Making the asTech™ easier to purchase will provide collision repair shops with an enhanced level of repair services and in-shop solutions the can offer their customers,” said Dan Young, Vice President of Sales and Marketing for Repairify. “Getting an asTech™ is now faster than ever before.”
Auto Care Careers Offers On-Campus Recruiting Opportunities
As part of its ongoing recruiting and job placement efforts, Auto Care Careers has expanded its college and vocational school outreach to include Auto Care Careers on Campus. The new program partners with universities, colleges and vocational schools to promote the thriving auto care industry as a dynamic place to work. “The auto care industry has a great story to tell students, teachers and career counselors about the exciting career paths available to them in a wide variety of fields, from accounting and engineering to manufacturing and logistics,” said Bill Hanvey, president and CEO of the Auto Care Association. “We have already conducted successful on-campus recruiting events in Pennsylvania and Florida and look forward to
bringing the Auto Care Careers on Campus program to more colleges, universities and vocational schools across the country.” Working directly with the educational institution or through an industry company, Auto Care Careers on Campus will provide the tools and resources necessary to conduct on-campus events, whether in the classroom or as part of a career fair. To date, Auto Care Careers on Campus events have been held at Grove City College in Pennsylvania, the University of North Florida, and the University of Northwestern Ohio. To host an Auto Care Careers on Campus event at a local university, college or vocational school in your area, visit http://www.autocare careers.org/on-campus/ and fill out the online form.
Advertise in our CLASSIFIED SECTION for $50 per column inch! 800-699-8251
ltedesco@autobodynews.com
58 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
Shift into Genuine Nissan and Infiniti OEM Parts
Genuine Nissan and Infiniti OEM Wholesale Parts are superbly crafted to strict quality standards.
The following dealers proudly stock genuine parts for your Nissan or Infiniti repairs.
ARIZONA
LARRY H. MILLER NISSAN MESA
480-655-4060
(480) 655-4068 Fax M-Sat. 8-6 Largest Inventory in Arizona jberry@lhmauto.com www.lhmnissanmesa.com
OKLAHOMA
HUDIBURG NISSAN OKLAHOMA CITY
800-800-5963
(405) 739-0636 Fax M-F 7:30-6 parts@hudiburg.com www.hudiburg.com
INSIST ON GENUINE
GM PARTS Only Original Parts Protect The Vehicle’s Value.
CALL ANY OF THESE WHOLESALE WH PARTS DEALERS BELOW.
Arizona
Oklahoma
Texas
Texas
Chapman Chevrolet
Hudiburg Chevrolet
AutoNation Chevrolet
Kelly Grimsley Cadillac
800-242-3249
855-879-1206
TEMPE
800-365-5805 480-730-6745 Fax Bill: 480-752-1620 Larry: 480-752-1621 M-F 7am - 5:30pm Sat 7:30am - 5pm
MIDWEST CITY
NORTH CORPUS CHRISTI
405-739-0636 Fax
361-854-0855 Fax
800-800-5963 M-F 7am - 6pm zach@hudiburg.com
Colorado
Marc Miller Buick GMC
Century Chevrolet
800-456-4700
BROOMFIELD
303-469-4974 303-465-1233 Fax M-F 7am - 6pm Sat 8am - 5pm
Louisiana
Banner Chevrolet NEW ORLEANS
800-477-8603
504-242-4624 504-253-8490 Fax www.bannerauto.com
TULSA
918-828-7070 918-828-7094 Fax
M-F 7:30am - 6pm barry@marcmillertulsa.com
M-F 7am - 7pm Sat 8am - 5pm www.autonationchevrolet northcorpuschristi.com
Classic Auto Group GALVESTON
877-755-5932 409-761-2255 409-761-5797 Fax M-F 8am - 6pm Sat 8am - 3pm rnarvaez@classicgalveston.com
ODESSA
432-332-0441 432-337-4807 Fax M-F 7:30am - 6pm Sat 8am - 12pm april@kellygrimsley.com
Mission Chevrolet EL PASO
915-594-1700
915-594-7886 Fax M-F 7am - 6pm fernie_silva@missionchevrolet.com
Ray Huffines Chevrolet PLANO
800-995-6282 972-202-2300 972-596-5571 Fax M-F 7am - 7pm Sat 8am - 5pm Call Us For Your Saturn Parts Also.
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 59
PPG Certification Training Programs Keep Techs on Top
PPG continues to address evolving automotive refinish technologies with ongoing comprehensive certification training programs designed to keep paint technicians at the forefront of the industry. As OEMs introduce more complex and exotic finishes, PPG is making sure refinish technicians are prepared to meet the challenges the new finishes present. “Maintaining alignment with the industry, PPG refinish systems are constantly advancing, and we want to ensure that collision center technicians are experts in using our products,” said Randy Cremeans, PPG director of training for automotive refinish. “PPG’s commitment to training is unrivaled in the industry—we train more techs than any other automotive paint company in the world, and we intend to maintain that lead. Our certification training programs introduce technicians to the latest products and techniques for completing quality refinish repairs while maximizing paint booth productivity.” More than 15,000 students and technicians participate in PPG training courses annually, and more than 400,000 refinish professionals have taken classes since PPG began its pro-
grams in 1980. Once certified, paint technicians must then be recertified every two years to stay current on the latest PPG products and repair
processes. Having a certified painter is among the requirements for collision centers offering PPG’s Lifetime Limited Paint Performance Guarantee. PPG certification training offers five levels of expertise: Blue, Bronze, Silver, Gold and Master. The first certification course is open to technicians who have one year of professional experience. After achieving the initial Blue-level certification, technicians are eligible to graduate to successive
levels by attending qualifying classes every two years. After eight years, qualified technicians are eligible to graduate to the Master Certified Technician level. Certification courses, blending classroom instruction with hands-on exercises, are offered at PPG Business Development Centers and various field locations across the United States and Canada. Courses are tailored for PPG’s premium DELTRON®, GLOBAL REFINISH SYSTEM®, ENVIROBASE® High Performance, NEXA AUTOCOLOR® 2K® and AQUABASE® Plus refinish systems. Training sessions last a minimum of eight hours over one or two days and educate 8–12 technicians at a time. Certification classes are led by 30+ full-time PPG training instructors. According to Mike Gonzalez, zone manager, refinish training, in an effort to recognize completion of the certification courses, PPG is pro-
lected I-CAR since it has the largest network of instructors to deliver training and because of the financial benefit it provides our network facilities. This partnership will further strengthen our repair network’s integrity, efficiency and dedication to our customers.” As a result of the State Farm commitment, Select Service network members will be eligible for I-CAR’s Pro Pricing program, which provides a 10 percent discount on the required training programs. As an added benefit, when more than the minimum required number of technicians at a Select Service facility register, attend, and become certified in an I-CAR welding event, each of those certified technicians will receive complimentary access to I-CAR’s Vehicle Technology and Trends 2017 (VT017E01) online course upon certification. Repairers in the State Farm Select Service network are required to complete three Welding Training & Certification programs, each consisting of a four-phase process. The program begins with the Welding Capability & Readiness Assessment of the facility’s gear, equipment and infrastructure (Phase 1). Each program includes in-
60 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
For more information, visit www.ppg refinish.com.
FREE 4xwww.autobodynews.com Monthly E-Newsletter. Subscribe Today! www.autobodynews.com
I-CAR® Welding Training & Certification Now Required for State Farm™ Select Service® Repairers I-CAR®’s Welding Training & Certification™ Program is now a requirement as a participant in the State Farm™ Select Service® program. Through in-shop instruction on welding theory, hands-on practice and coaching, then uniform certification testing, I-CAR will equip technicians with the necessary information, knowledge and skills to perform proper welding. “With vehicles rapidly changing —featuring new advanced technologies and material combinations—it is crucial that we address the growing repair complexities our industry is facing,” said I-CAR CEO and President John Van Alstyne. “Estimates show approximately sixty-nine percent of technicians who weld in collision repair facilities today still lack formal welding training. I-CAR commends State Farm’s commitment to quality repairs and its recognition of I-CAR’s Welding & Training Certification program as the industry standard for quality welding training.” “State Farm believes it’s important for Select Service program network members to have ongoing collision repair education,” said State Farm Media Specialist Justin Tomczak. “We se-
viding technicians with exclusive patches indicating the level of certification achieved as well as T-shirts featuring a unique graphic design by PPG custom trainer Jeremy Seanor. “We appreciate our technicians and shops that are committed to training and dedicated to learning about new products and processes,” Gonzalez said. “PPG wants to recognize them and these are two ways we can express our thanks.” Added Cremeans, “We understand training is a continuous process; it’s never complete, especially with the frequent changes we see in this industry. Technicians need to know how to work with the latest finishes like OEM tricoats and quadcoats. Training is a large part of our investment in our customers; it’s an investment we’re happy to make.”
shop instruction on welding theory (Phase 2), followed by a skills assessment, then intensive hands-on practice with coaching as appropriate (Phase 3). Students are then required to pass a formal welding certification test to I-CAR standards (Phase 4). Facilities with 10 technicians or less will be required to have at least one technician complete the three programs to maintain their certification, while facilities with 11 or more technicians will be required to have at least two technicians complete the three programs. I-CAR Welding Training & Certification requirement deadlines, as defined by State Farm for Select Service participants, include: • Completion of Steel GMA (MIG) Welding (WCS03) and Steel Sectioning (SPS05) by the end of 2017.
• Completion of Aluminum GMA (MIG) Welding (WCA03) by March 31, 2018.
For more information and to register, visit I-CAR.com/selectservicewelding.
Worldwide OEM Network. Massive Inventory. Fast Delivery. Dedicated parts experts. Precise fit and finish. Competitive pricing. Genuine Volkswagen Parts.
How convenient.
OKLAHOMA Fowler Volkswagen Norman
877-737-6986 Fax: 405-310-3719
www.fowlervw.com
Contact your local Volkswagen dealer or visit VWParts.com and place your Genuine VW Parts order today. “Volkswagen” and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2016 Volkswagen of America, Inc.
Choice and Consequence: WIN's 2017 Educational Conference Keynote Presentation by Chasidy Rae Sisk
Among the many wonderful motivational speakers who delivered presentations and shared their wisdom during WIN’s 2017 Educational Conference was Keynote Speaker Chuck Gallagher, President of Ethics Resource
Gallagher shared his personal experiences with the results of engaging in unethical behavior
Group, whose entrance elicited amusement and bewilderment from the audience as they observed his orange prison jumpsuit and handcuffs. “Every choice has a consequence,” Gallagher intoned. Recounting his admittance to prison in October 1995, Gallagher
said, “That day, I became an inmate, considered a nobody by many, due to my crimes. Fortunately, that was a long time ago.” Shedding his jumpsuit and releasing his restraints, Gallagher made his first point: “Ethical lapses don’t start BIG!” A series of questions about attendees’ willingness to voluntarily break the law, an action all agreed was unethical, led to evidence of the audience’s unintentional deceit when asked who had exceeded the highway speed limited by 5-10mph in the past two weeks. Gallagher chided, “It’s easy to make unethical choices when they seem socially acceptable.” In groups, attendees discussed some socially acceptable actions that may not be ethical. Some examples included charging for repair items not completed, waiving deductibles, and lying about what stage of the repair process a vehicle is currently in. Gallagher pointed out the lack of ethics involved in violating copyright laws by taking pictures from the internet and sharing information about work or someone else’s personal life on social networks. Industry concerns could be
The Right Parts. A Perfect Fit.
Order Genuine Mazda Parts from these Parts Specialists in your area
TEXAS
Ingram Park Mazda 6980 NW Loop 410
San Antonio
800-580-7278 Direct 210-681-6018 Fax 210-543-0739
Kinsel Mazda Beaumont
800-454-6735 Fax 409-923-5856
leading customers, embellishing capabilities, or cutting corners to improve profits. Common excuses are employed to justify the social acceptability of some unethical acts. “It’s always been done this way,” “Everybody’s used to it,” and “Nobody’s complained before” are just a few examples Gallagher provided.
Gallagher taught WIN Conference attendees that “Every choice has a consequence”
While an individual’s intentions may be good, that does not excuse unethical behavior. Similarly, in group settings, the subjective nature of culture can only be proven to be ethical when the systems, which are objective, support this delineation. Gallagher discussed some well-known unethical behaviors demonstrated by public figures. Asking attendees if they would voluntarily do something to derail their careers and get placed in jail, Gallagher answered, “Of course not, but it’s simple to take that first step. We all have blind spots, especially when we think emotionally instead of rationally. Slippery slopes take place.” The three primary reasons people fall into ethical lapses are financial problems, relationship issues, and health concerns, but how does an otherwise honest person take that first step to doing unethical things? Fear leads to misdirection and lies, as emo-
tions overrule rational thoughts. Need creates opportunity, and in order to sleep at night, the perpetrator will rationalize their behavior, believing they are merely borrowing money instead of admitting they’ve stolen it, for example. “Once you start and there’s no consequence, and you do it again and there continues to be no consequence, you begin to believe there really are no consequences to your unethical actions,” Gallagher explained. “When your life is in balance, you can think rationally, but if it’s out of balance, you’ll search for quick solutions because you want to restore that balance.” In addition to things people know aren’t so and things people don’t know that they just don’t know, there are also things that people choose not to know. Elaborating, Gallagher noted, “We know something wrong is being done, but we choose to ignore it. We can be unaware until we’re aware, but once we’re aware, we can never be unaware again.” “Ethical training is important because most people prefer not to be the subject of Breaking News,” Gallagher quipped, tone changing to serious as he added, “Every choice has a consequence, whether it’s good or bad, and you cannot avoid that consequence. The truth will always come out; it’s easier to deal with the truth upfront than the consequences of not telling the truth.” Defining true success as making an impact on the lives of others, Gallagher recalled how he contemplated suicide after his release from prison. Reaching a psychologist by phone, the man’s words saved his life: “You’ve made a terrible mistake, but YOU are not a mistake. The choices you make tonight will create the life you live and the legacy you leave your children. Make good choices.” In closing, Gallagher reiterated, “Make good choices because the truth will come out, and what you do has an impact on other people because every choice has a consequence.”
Advertise in our CLASSIFIED SECTION for $50 per column inch! 800-699-8251
ltedesco@autobodynews.com
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 61
AUTOBODY MARKETPLACE
Stop wasting valuable time An extra hand for soldering • Base protects from solder splatters • Stores & dispenses from solder spools & tubes • Solder wires quickly & easy ALSO OFFERING Repair System
Call Us Today!
916-316-3672 info@therailsaver.com / www.tgproductstools.com
looking for cardboard or cleaning mixing boards!
Clean Sheets® Mixing Boards are used by thousands of repair shops to mix epoxies, body filler, fiberglass, plastics, gel, putty and touch-up paint. • Prevents costly reworks • Bonded on 3 sides • Non-absorbing, heavy-duty paper with grip for mixing • Pays for itself the first week you use them!
Clean Sheets® “The Original Patented Mixing Pad
Since 1988”
Call your local Jobber or: 800-365-1308 www.cleansheetsmfg.com
The Secrets of America’s Is noblwe for aila Greatest Body Shops avpurchase!
When all you need to do is move a vehicle, use:
by: Dave Luehr and Stacey Phillips
The Book That Will Challenge Everything You Know About the Collision Repair Business.
> EASY TO USE <
SAVES YOU TIME AND MONEY
Order your copy today and join the Body Shop Secrets community!
Go to www.forkliftwrecker.com and watch our video.
877.593.6959
www.bodyshopsecrets.com For more information, contact the authors at info@bodyshopsecrets.com
Looking for Good Collision Personnel?
Call or e-mail now for rates: 800-699-8251 or ltedesco@autobodynews.com 62 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com
•1,262 Collision Techs resumes online •1,295 Painters resumes online •1,177 Estimators & Mgs resumes online •11,256 Mechanical Tech resumes online
ACTautostaffing.com or 727-733-5600 www.autobodynews.com CHECK IT OUT!
Women’s Industry Network Announces Winners of 2017 Scholarship Program
The Women’s Industry Network (WIN®) is pleased to announce the recipients of the WIN College Student Tuition and Conference Scholarship Award. This award is presented to students enrolled in a post-secondary collision repair technology program.
Each scholarship recipient will receive a $1,000 scholarship to continue their post-secondary education in collision repair, a one-year WIN Membership and 2017 WIN Educational Conference registration fee to include travel.
bodywork. Her ultimate goal is to open her own shop. Miranda Herron: Miranda attends North Georgia Technical College in Clarkesville, GA. She is studying to be a skilled artist of automobile rectification and a master of image repair. Miranda would like to start her career working in a shop, learning as much as possible, but eventually own her own collision shop. Vicky Lambert: Vicky attends Lake Tech College in Eustis, FL. Before studying auto collision repair, Vicky served in the Air Force. Vicky’s long term goal is to manage a body shop. She believes that auto collision repair is her long
The 2017 recipients include:
Chelsie Golden: Chelsie attends Tennessee College of Applied Technology in Shelbyville, TN. Cars have always been a passion of Chelsie’s and she grew up watching her dad do
Chelsie Golden
Miranda Herron
term career because there are so many different jobs to be done and so many opportunities for advancement and
Plans Coming Together for WIA July Conference by Chasidy Rae Sisk
On July 9 through July 11, Women in Automotive (WIA) will be holding its Summer Conference at the Omni Orlando Resort in ChampionsGate, FL. The conference is designed for automotive manufacturers, suppliers and dealerships, including collision repair centers, and Jody DeVere, Founding Board Member of WIA, notes, “We are very excited about this summer’s conference. We will have an all-star lineup of over 100 speakers, and our focus is on educating and empowering women and men in the automotive community on thought leadership and trends that impact employment and sales growth.” WIA was founded by a small group of women who saw a need to focus on closing the gender gap by educating the industry about attracting, recruiting and retaining female employees, developing female leaders, and increasing marketing knowledge about female consumers. The agenda for WIA’s Summer Conference includes a dozen workshops, a plethora of presentations from industry leaders, keynote awards and a mentoring program, as well as several networking opportunities. Workshops will focus on a variety of topics ranging
from new employees in the industry to developing leaders, branding and even workplace wardrobes. According to DeVere, “Our agenda is rich in content because we are teaching the industry as a whole about women’s employment, leadership, sales and marketing.” This will be WIA’s third conference which attracted 425 attendees last year. “We expect 500 attendees this year,” DeVere reports. “We hope our efforts will help close the gender gap and increase the industry’s effectiveness at hiring women, advertising to women, and developing women into leadership roles.” Some of the speakers at WIA’s Summer Conference include Keynote Speakers Shari Fitzpatrick, Founder of Shari’s Berries and Sharon L. Lechter, author, motivational speaker and philanthropist. Additional presentations will be made by Alex Vetter, CEO of Cars.com and Steve Waterhouse, President and CEO of Predictive Results, among others. Key sponsors include GM Women’s Retail Network, Hireology, CDK Global, Cars.com and Facebook. Early bird registration for WIA’s Summer Conference is available through May 31 at a cost of $395. Regular pricing is $595 per attendee.
skill development. Linda Myers: Linda attends Tennessee College of Applied Technology in Knoxville, TN. A member of the US Air Force for over 20 years
Vicky Lambert
Linda Myers
before retiring, Linda has now completed her first trimester of the 16 month course, passed two ASE tests and holds a 4.0 GPA. She was also selected to attend the April SkillsUSA State competition in Chattanooga, TN. Linda’s immediate goals are to pass the next three ASE tests and hone her repair and refinishing skills. Long term, she would like to find her niche in collision repair. Jade Wasson: Jade attends Spokane Community College in Spokane, WA. Jade was drawn to the collision industry by her overall passion for cars and is currently the only female in her class. Jade’s future goal is to do what she loves in a
WIA will also be hosting a conference in Palm Springs, CA in December 2017, and the group holds smaller events around the country throughout the course of the year. WIA also hosts monthly webinars as part of their ongoing efforts to be an educational resource about important topics for the industry. According to WIA’s mission statement, “Women in Automotive has quickly grown to be one of the country’s most crucial and influential conferences for the automotive industry. It is already being recognized as the destination for the automotive community to gain insight on recruiting, retaining and developing female employees and leaders, and also touches on the all-important aspects of selling and marketing to female consumers.” For more information about WIA, visit www.womeninautomotive.com.
UPDATED DAILY www.autobodynews.com
shop that values her. In addition to tuition scholarships, recipients will have the opportunity to be mentored by a Most Influential Women (MIW) Honoree or a member of the WIN Board of Directors. The MIW and Scholarship awards were presented during the 2017 WIN Educational Conference held May 8 -10, 2017 in DenJade Wasson ver, CO. Scholarship winners attending Conference had the opportunity to meet their mentors at that time. Congratulations to all the 2017 scholarship recipients! To learn more about WIN, join online, or register for the WIN Educational Conference, please visit www.womensindustry network.com.
FOLLOW US ON
INSTAGRAM :
@autobodynews
SCRS Education Committee Presents Video on Scanning, Diagnostics and Calibration
On April 18th, the Society of Collision Repair Specialists (SCRS) premiered its newest SCRS Education Committee video discussion, filmed at the SEMA Garage in October 2016. If you missed the open meeting, the video was published to the SCRSCollision YouTube channel on the same day, and features members of the SCRS Board of Directors, SCRS Education Committee and I-CAR discussing the process of scanning and diagnosing vehicle diagnostic trouble codes, as well as the associated calibration steps. SCRS encourages you to join Bruce Halcro, Jason Bartanen, Toby Chess and Barry Dorn as they discuss the process, the equipment, the business considerations and the impact to today's collision repair process. To watch the video, type the following URL in to a browser: http: //bit.ly/2pQBWpf After you watch the video, share with your staff, your customers and your colleagues. To learn more about SCRS, or to join as a member, visit www.scrs .com.
www.autobodynews.com | JUNE 2017 AUTOBODY NEWS 63
64 JUNE 2017 AUTOBODY NEWS | www.autobodynews.com