Bodyshop June 2009

June 2009 www.bodyshopbiz.com

Finding the right software solutions

The health & safety side of abrasives

Bodyshop Canada’s magazine for collision repair professionals since 1970

PLUS Our second annual Bodyshop magazine Waterborne Supplement

Top of the rock The Team at CARSTAR Collision Centre St. John’s Wins Bodyshop of the Year

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Bodyshop Canada’s magazine for collision repair professionals since 1970

contents

June 2009 l Volume 39 , Issue 3

Features 12

It Can Do That?

23

Enter Sandman

From KPI to CSI, the alphabet soup of today’s business can get confusing, but modern software innovations are here to help. Are you using your program to its fullest extent? Find out what else it might be able to do for you.

With the help of the I-CAR professionals and a few ideas from the manufacturers, we take a look at the effects of your abrasives choices on workplace health and safety.

11

Cover Story

18

Top of The Rock Find out what this team from St. John’s Newfoundland did to earn the Bodyshop of the Year title.

12

23

In Every Issue 4

Viewpoint

6

News

11

CCIF Report

23 I-CAR Tech Update

26 Advertiser Index 26 Internet Directory 28 Products 29 Subscription information 30 From the publisher

visit us at bodyshopbiz.com In the next issue: Canada’s Waterborne Benchmark Survey Results; Banners, Networks and Franchises;Spray-booth retrofits and much more

www.bodyshopbiz.com l June 2009 l Bodyshop

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Bodyshop Canada’s magazine for collision repair professionals since 1970

viewpoint

Editor J.D. Ney 416-510-6839 jdney@bodyshopbiz.com

A Little Flag Waving Never Hurt Anyone I’m going to start this comment with a caveat: what follows here is some unabashed flag-waving for the collision repair industry. Not that there is anything specifically wrong with that, but it’s not something I’d like to make a habit of.

In general, I think it’s the job of people in my position not just to point out what is great about this business, but to also have the responsibility to take some people to task when warranted. Too often, I have found that editors become cheerleaders, and that doesn’t help anyone, particularly when a spade just needs to be called a spade.

This time around however, I’ll have to dispense with the serious detached tone, and simply raise a toast—of screech perhaps?—to the inaugural Bodyshop of the Year winner: Doug Russell and his team at CARSTAR Collision Centre in St. John’s, Newfoundland. In only a handful of years, this team has built a model collision repair business, and has the vision to find continued success. Even more telling, though, is the manner in which accolades are accepted. Neither Russell nor manager Ray Cranford could get through more than a few sentences without crediting their teams for that success and the awards it has brought.

Both up and down the food chain, both men praised the hard work of everyone else, from corporate representatives to first-year detailers. It’s a team-first attitude that I’m sure could be emulated across the other provinces.

As you’ll read in our award profile article, Russell, Cranford and their team are dedicated professionals, the kind that don’t simply spend time working to improve their own shop, but also choose to engage in both their industry and their community. To crib only a couple of examples, Cranford was the first president of the Newfoundland and Labrador Collision Repair Association, and is heavily in-

Publisher Andrew Ross 416-510-6763 aross@bodyshopbiz.com

volved in developing a trade curriculum for students, to whom he is routinely called upon to speak.

Suffice to say it became pretty obvious, after a few confirming conversations with key industry insiders, that we had found a truly deserving recipient for our inaugural award, and I couldn’t be happier to be presenting it to Doug, Ray, and their entire team.

Staying true to our promise to give you more than just industry profiles, though, this issue is also chock-full of practical business management features that cover everything from getting the most out of your shop’s growing bevy of software solutions, to examining the health and safety issues inherent in your abrasives choices.

What’s more, this issue also features our annual practical guide to waterborne supplements. In that section, you’ll find results of our most recent waterborne survey, some vital technical information you’ll likely need—regardless of whether you’ve made the transition yet or not—and most importantly, an update on where everything stands from the evolving legislation perspective. You might be surprised to learn that even though governments tend to waffle on setting firm deadlines, your supplier or WD might not.

According to some in the industry, the whole notion of a legislated deadline might in the end be totally irrelevant, as manufacturers simply set their own timetables for the cessation of solventbased paint sales. In that eventuality, sitting on the fence waiting to see what the government does would be a very poor tactic for any shop. Legislation or no legislation, it’s decision time for everyone still spraying the old stuff. You might not have to be legislated into it—you’ll just run out of paint.

B J.D. Ney, Editor jdney@bodyshopbiz.com

Sales Manager Jay Armstrong 416-510-6745 jarmstrong@bodyshopbiz.com Account Manager Jim Petsis 416-510-6842 jpetsis@bodyshopbiz.com Production Manager Steven Hofmann 416-510-6757 shofmann@bizinfogroup.ca Art Director Lisa Zambri Print Manager Phyllis Wright Circulation Manager Selina Rahaman 416-442-5600 ext.3528 Circulation Assistant Roshni Thava Subscription Enquiries 416-442-5600 ext. 3555 Vice-President Alex Papanou President Bruce Creighton

BODYSHOP is a division of BIG Magazines LP 12 Concorde Place, Suite 800, Toronto, ON M3C 4J2 Phone 416-442-5600 Fax 416-510-5140 Subscription rates: Canada – $39.95 (add applicable taxes) per year, $62.95 (add applicable taxes) for 2 years, single copy $7.00. USA and all other foreign – US$61.95 per year. U.S. single copy US$10.00.

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From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us via one of the following methods: Tel: 1-800-268-7742 Fax: 416-4422191 E-Mail: privacyofficer@bizinfogroup.ca Mail to: Privacy Officer, Business Information Group, 12 Concorde Place, Suite 800 Toronto, ON M3C 4J2 ISSN 0045-2319 Canada Post Canadian Publications Mail Sales Product Agreement No. 40069240 Return postage guaranteed. Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept. — Bodyshop Magazine, 12 Concorde Place, Suite 800, Toronto, ON M3C 4J2 We acknowledge the financial support of the Government of Canada through the Publications Assistance Program towards our mailing costs.

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Paint cars faster than ever before.

Speed up your operations and increase productivity with DuPont™ Cromax® Pro waterborne basecoat. With 1.5 coat coverage, wet-on-wet application and no flash time between coats, it’s easy to see why leading shops are making the switch to DuPont™ Cromax® Pro. And for even faster results, DuPont™ ColorNet® Color Proofing can give you great color matches before a single drop of paint is mixed.

Just a few of the ways that DuPont Refinish can help you reach your operational goals today— while getting ahead of tomorrow’s environmental regulations.

To learn more about increasing your productivity visit www.cromaxpro.dupont.com or speak with a DuPont Refinish waterborne conversion specialist at 1.800.668.6945, prompt 5.

Copyright © 2008 DuPont. The DuPont Oval Logo, DuPont ™, ColorNet ®, and Cromax ® are trademarks or registered trademarks of E.I. du Pont de Nemours and Company or its affiliates. All rights reserved.

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news

Mitchell Offers More Online

M

itchell International announced that its collision parts and labour reference database is now available online. Accessible through the new “Online Parts and Labour Lookup” module,

N

the database is now an integral feature of the Mitchell Information Center and leverages its built-in VIN decode and search functionality.

Mitchell Information Center, www. mitchellinformationcenter.com, is a user-friendly, searchable database of historical vehicle repair reference data that spans up to 30 years and leverages Mitchell’s 63 years of collision industry expertise. The portal provides access to critical repair information that helps collision repair facilities to efficiently and profitably restore vehicles to pre-accident conditions in a safe and timely manner.

“Mitchell’s parts and labour database is the backbone of our best-in-class estimating solution, UltraMate, and we’re proud to

The Results Are In

ine individuals from five provinces and one territory took home autobody repair and painting medals in the Skills Canada national competition in Charlottetown, P.E.I. Competitors at the secondary school and post-secondary levels took part in the autobody repair competition, while the car painting skills testing was only for post-secondary school competitors.

Winners in the secondary school autobody competition were: Gold, Travis Rose, Brandon, Man.; Silver, Steven Spicer, Burlington, Ont.; and Bronze, Matthieu Raymond, Delson, Que. Winners in the post-secondary autobody repair competition were: Gold, Jesse Kennelly, Port Hope, Ont.; Silver, Nathan Badry, Daysland, Alta.; and Bronze, James Sawatzky, Kelowna, B.C. Winners in the car painting skills competition were: Gold, Gabriel Merino, Oakville, Ont.; Silver, Stephen Giordano, Edmonton, Alta.; and Bronze, Jeffrey Brewster, Whitehorse, Yukon.

now offer this information online,” says Marc Brungger, executive vice-president of auto physical damage, Mitchell International. “Making this information available online reinforces Mitchell’s status as the leading content provider and its commitment to provide the industry with technologically advanced value-added solutions.”

Features from the Mitchell Information Center include updates on new models each month, along with daily price updates that help ensure that the most current parts and labour information available is provided.

Mitchell’s in-house editorial staff of I-CARcertified and ASE Master Techs assemble the information, which is then provided in a user-friendly format that makes articles easy to read with bold type, large print, simple navigation, enlarged graphics, and enhanced procedure pages.

PPG Expands Online Training

P

PG Automotive Refinish has expanded its online video technical training courses for collision centre technicians, distributors, and students. Developed through a partnership between PPG Refinish and 3M’s automotive aftermarket team, each online course is designed to teach an established standard technical repair process.

“It’s always been our goal to extend our training reach, providing technicians with another resource on best practices for refinishing a vehicle,” says Bill Troyer, director of training, PPG. “Offering online training complements our instructor-led classes and has become an important learning mechanism for collision centres looking to standardize their repair operations.”

“Today’s technology allows technicians

to access these courses 24/7 anywhere they have a computer in the United States and Canada,” adds Robert Hill, PPG technical sales instructor supervisor, Central Canada.

PPG’s new online technical training video courses are focused on teaching the best practice for a standard refinish repair procedure. Thirteen courses are currently offered covering the most common refinish operations, from light body repair to e-coat panel prep, plastic panel prep, priming and sealing, colour identification, and personal protective equipment.

The online courses use a proven methodology for teaching students of varying skills and abilities and are available for PPG and Nexa Autocolor products. Upon completing a course and passing an associated quiz, the student receives a certificate of completion.

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news

Fix-Auto Announces Two New Locations

Fix Auto has announced the signing of two new shops in Ontario: Fix Auto Toronto High Park and Fix Auto Ajax Central.

Fix Auto Toronto High Park, located in the heart of the old Toronto community, has been in operation at the present location since 1973.

A community-focused bodyshop, the loca-

tion has always taken pride in making customers’ satisfaction a priority.

“As a bodyshop that has been in business for 32 years, our goal was always to get the job done with excellence; this is what has established our high-quality reputation in the community,” says Jose Gomez, owner. “I am very excited about joining Fix Auto and aligning our values and standards with the network to further grow and expand our business.”

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The second of the two locations, Fix Auto Ajax Central, is owned by Ken Jimmo, who is greatly committed to supporting his location’s mission of ongoing service excellence.

Located at 370 Monarch Ave. in Ajax, Ont., the shop features state-of-the-art equipment and 10,500 sq. ft. of space.

“I am greatly looking forward to being part of the Fix Auto Network,” says Jimmo.

“I have done a lot of research prior to joining any collision repair network, and after exploring all available options, to me the Fix Auto brand made most sense.”

eBay Enters the Conversation

eBay Motors (www.ebaymotors.com) has announced an exclusive agreement with Hollander, a Solera company and provider of auto recycling and parts yard management solutions in the U.S. and Canada, to provide access to over US$2.7 billion in retail value of used parts inventory on eBay Motors.

Hollander’s inventory represents nearly 60% of the available used parts market and marks the first time the firm’s more than 3,000 auto recyclers, rebuilders, and collectors will have the ability to list items online, reaching nearly 12 million unique monthly visitors on the eBay Motors site. Hollander’s enterprise resource tool will power the listings, which will then feed directly on to eBay Motors. The launch is expected to take place by year-end 2009.

“Our goal is to connect buyers and sellers in a global marketplace with the largest selection of great deals,” says Rob Chesney, vicepresident, eBay Motors, Marketplaces.

“Working with Hollander essentially doubles the eBay Motors selection—already the largest parts inventory on the Web—and reinforces our position as a leading automotive destination online with access to the best inventory in the used, refurbished, and liquidation automotive parts and accessories space.”

®

WWW.GLOBALFINISHING.COM

Bodyshop l June 2009 l www.bodyshopbiz.com

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news

I-CAR Goes to Washington Join inter-industry professionals as the collision industry gathers for the I-CAR 30th Annual Industry Conference, July 28–31, at the Omni Shoreham Hotel in Washington, D.C. Some of the events planned for the conference include the collision inter-industry tradeshow, an opening session with Dr. Martin Regalia, vice-president for economic and tax policy and chief economist for the U.S. Chamber of Commerce, the Education Foundation Golf Tournament, as well as various receptions devoted to I-CAR training and opportunities.

The cost for general attendance is US$445. For the I-CAR 30th Annual Industry Conference, the I-CAR room rate is $189 plus tax per night. For information or to register go to www. i-car.com/html_pages/about_icar/meetings_and_conferences/2009_meeting.shtml.

Akzo Adds Acura

American Honda, representing both Honda and Acura brands, has chosen AkzoNobel and their Acoat selected Verified Repair Network (ASVRN) to support the manufacturer’s Collision Parts Body Shop Recognition Program. This elite status is given as a result of AkzoNobel’s ability to provide participating Honda and Acura dealerships the opportunity to:

• Participate in performance group programs • Assist vehicle owners in finding quality auto body shops for collision repair • Provide insurance professionals and fleet administrators a reliable source for quality collision repair • Provide collision centre operators access to technical training and management tools for their businesses “Honda and Acura represent to many the finest in quality, design and driving,” commented Tim Loden, director of marketing for AkzoNobel Car Refinishes Americas. “We are honoured that our programs and products can provide answers which enable American Honda to grow their collision repair centres and better meet the needs of their customers.”

Getting Scrappy

Canada’s auto dealers and manufacturers have called on the federal government to help strengthen Canadians’ confidence and the Canadian economy by introducing an aggressive “scrappage” program aimed at stimulating new vehicle sales while removing higher-emitting, less-safe vehicles from the road. Similar programs have already been successfully implemented in other countries, including Germany, France and the United Kingdom.

Appointments PPG Industries has announced that William H. Hernandez, PPG senior vicepresident, finance, and chief financial officer (CFO), and a member of the company’s executive committee, will be retiring. He will transition his responsibilities by the end of 2009. Hernandez joined PPG as controller in 1990, and was named vice-president and controller in 1994. He was elected to his current position in 1995.

Enterprise Rent-A-Car has named Steven H. Nelick, vice-president and general manager of its Southwest Ontario region.

In his new role, Nelick will oversee all regional rental car operations for Enterprise in southwest Ontario, comprising 53 locations and 394 full- and part-time employees. He will be based in London, Ont. Fix Auto has announced that Steve Leal, president of Fix Auto Ontario and Atlantic Canada, has acquired the rights to develop the Fix Auto network in the province of Alberta.

The move was effective April 1, 2009.

Leal only recently acquired the rights to develop the Fix Auto network in Atlantic Canada.

“This acquisition will leverage Fix Auto’s position with our private insurer partners who are corporately based in Ontario and require coverage in the western and Atlantic provinces,” says Leal.

VOCCompliance.com Your Source for the Best Information on the Low-VOC/Waterborne Refinish World VOCCompliance.com is an initiative of Sponsored by these fine companies:

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Alberta Bound CCIF meets in the city of champions

E

dmonton’s Cree River Resort played host to the most recent CCIF meeting, April 18th, which proved to be a well-attended and extremely informative affair.

After dispensing with the introductory pleasantries, the group got down to business with a presentation from Akzo Nobel’s Doug Kirk. Kirk, a European-based manager with global responsibility, shared his views on several collision repair industry topics that may have implications for the Canadian market.

Kirk told the audience that while differences still exist between markets around the world, vehicle technology, environmental regulation, multi-national insurers, and suppliers are creating areas of common interest, at least among the more advanced economies. For example, insurers internationally are focusing more on policy retention and are becoming clearer in how they wish that need to be met: by working with reliable partners who provide invisible repairs in a reasonable timescale. Although KPIs, productivity, and efficiency were clearly important to insurers, the importance of policy retention suggested that more CSI focus should be put on policyholder retention at the next policy renewal date.

As Canadian collision repairers convert to low-VOC systems, it might be time to consider the marketing of small repairs, since waterborne basecoats tend to have superior blending capability. Doug quoted a U.K. example in which one shop is carrying out 300 customer-pay small repairs per month, all

from identifying the sales opportunities in dings, dents, and scratches while vehicles were in for mechanical service or repair.

Alberta Industry Update

According to Victor Marciano of ASRA, consolidation of repair facilities is expected to continue throughout Alberta. The loss is principally in medium-size facilities, i.e., those without sufficient volume to justify the cost of increasingly expensive and diverse equipment. The small shops seem to always find a way to survive, focusing on the work that falls within their capabilities. “The smaller side of the business is just not poised to deal with a $30,000 piece of technology,” he says. “We’ll eventually evolve to a point where there are about 150 large shops in the province, and the rest will be ephemeral.”

Although many shops have closed, Marciano said the shortage of labour continues, so it would appear as though workers are leaving the industry rather than moving to other shops. “Alberta has remained slightly ahead of the rest of the country, because our economy was stronger, but there is still a fight and struggle for employees,” he says. “Fundamentally, we’re still doing a poor job of attracting that next generation.”

CCIF Skills Program Achievements

With the WorldSkills Competition heading for Calgary this September, Leanne Blackborow of the CCIF Skills Program was proud to report that Canada would be represented

by its National Car Painting Champion, Daniel Green. This resulted from the achievement of a CCIF Skills Program goal to facilitate the holding of a national competition in 2008 and financing/preparing the winner to enter this year’s World Skills competition.

This initiative is being funded entirely by industry stakeholders who are providing cash donations, equipment, materials, and physical support. Blackborow urged participants to maintain their support and asked for more companies to volunteer their help for this ongoing initiative.

The day’s events also included an effective photo presentation on finding efficiencies in the shop through space organization and encouraging shop owners to take a “waste walk” about their business. Guy Gagné of Environment Canada announced that the impending new low-VOC regulations were ready to be published in Gazette II and would state that the stop-manufacture and - importation date of current-level VOC products would be one year after registration of the regulations and the stop-sale date would come into effect eighteen months after the registration date. The event concluded with a spirited panel discussion centred on the idea of the standardization of the insurer process.

All told, attendees of the Edmonton edition were left with something to take back to their respective businesses, as well as a fantastic overview of the current state of affairs. Given the uncertain economy, that sort of insight and understanding could prove invaluable.

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software

It Can Do That?

Are you getting the most out of your shop’s software?

T a p to th

By David Halpert

• • • • • •

“A re b h re te a im A a c

t

The level of sophistication in today’s collision repair software is astounding.

While such operations as invoicing, ordering, estimating, and appointment scheduling make up only a small portion of what can be performed with these applications, continued integration has made working in the collision repair business even more high-tech.

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1

#

Value V alue Added Program Driving Business Solutions to the Collision Repair Industry

As one of the nation’s leading refinish suppliers, Sherwin-Williams understands the automotive collision repair market. We also realize what it takes to give you the competitive advantage to stay ahead of the competition and to prosper in these fast-changing times. Today’s collision repair centers need realistic solutions

The Sherwin-Williams A-Plus Network Program’s are a combination of powerful business tools, products and support services that are designed to help assist members improve in all facets of their business.

• Customer Service • Employee Growth • Insurance Relationships • Process Refinement • Profitability • Productivity

“As the economy tightens and more collision repair owners are faced with a variety of business challenges, it is imperative that they have access to the very best business tools and reference organizations. Our experienced A-Plus team including Robert Laniel, Jocelyn Chartier, and myself here in Canada help to explain and implement the features of our A-Plus Network.

As a result, A-Plus members have a competitive advantage that helps them prosper in these fast changing times.”

– SERGE LE BLANC NATIONAL ACCOUNT MANAGER

to a wide variety of business management issues.

The Sherwin Williams Automotive Finishes A-Plus Network is an exclusive group of collision repair specialists who reflect our Jonathan De Bulle works with Robert Laniel (right)

industry’s highest standards.

Monique Laprise works with Serge Le Blanc (right)

Jocelyn Chartier (left) works with Jonatan Berube

sherwin-automotive.com

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software

The days of the old filing system and stacks of documentation are gone, largely replaced with electronic databases, management systems, and of course, the Internet.

The days of the old filing system and stacks of documentation are gone, largely replaced with electronic databases, management systems, and of course, the Internet.

But with so many programs integrated into one package, many have asked themselves if these advanced technologies are really making shops more efficient.

“The ultimate goal for the bodyshop industry is to get one form, one data entry, and still be able to track that customer all the way from car-in to car-out. From there they can leverage connectivity through all of the different components required, whether it’s tying in the time to the invoice, to the estimate, or any other process involved,” says Marc St. Jacques, vice-president of sales and marketing for Carrus Technologies, Inc. One of the most noticeable shifts from software providers in recent years is the inte-

gration of several applications into one package. There have been tremendous advances in what can be accomplished in terms of the complexity of tasks performed, leading to increased efficiency.

“Right now there’s a real focus on management systems. The more progressive repairers want as close to real-time production information as possible for driving their businesses and their gross profits,” says Mike Jerry, vice-president and general manager of Mitchell International, Inc. “We have a huge investment with developing our business management systems. That’s our focus right now: adapting systems to the future, because the current business models are changing.”

One system that’s been gathering a lot of attention is the Mitchell Information Center, the company’s online Web-based portal that allows clients to access up-to-date repair information, frame specifications, airbag and electrical diagnostic information, as well as technical service bulletins and recalls.

But for many collision repair shops, an efficient management system means becoming more automated, eliminating non-value added expenses wherever possible to increase workplace efficiency and ultimately waste less time. Frank Terlep, president of Summit Software Solutions, believes this is a two-step process. “In an effort to reduce administrative expenses, our number-one issue is the elimination of paper in a shop. This is a big administrative expense,” he says. “But you have to be careful when you say paperless. Just because you can scan a document and put an

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W

Wanda is looking Smarter and Smarter these days.

There’s no better time than now to make the Smart Choice.

In a challenging economy, you need to make the right choices for your business.

Wanda can help make one of those choices easier. An efficient, complete automotive refinish system, Wanda offers great value without sacrificing quality. With excellent color match, an extensive range of up-to-date color formulations, ColorPro- our advanced color retrieval program, durable, simple to use products and less stocking inventory - it’s hard to find a better value. Getting back to basics never looked so good.

It’s no wonder that, when the going gets tough, the Smart Choice is Wanda.

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BS Software 12-17.indd 15

For distribution information call 877-745-5959 or email info@carsystem.ca

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Wanda_Color of Money_Single Pg. Ad_(June/July 2009) Bodyshop Professional Magazine (CAN)_Trim Size: 8.125”w x 10.875”h_w/Bleed_8.375”w x 11.125”h_4C

software

image on a screen doesn’t mean your shop can go paperless. The other part is how can you change how people actually do their work physically with the paper, such as in the sharing of documentation? So what we do is automate a lot of our notes so people don’t have to type anything in.”

Part of this automation lies in the integrated documentation programs of today’s management systems, where everything in a repair order (RO) becomes digital (e.g., digital images, audio/video, scanning, and other media formats), allowing many to transition to a paperless environment.

“I think one of the things that makes us unique is our ability to really move a repair centre from an analog shop to a digital shop,” says Terlep. “Our other big difference is our systems continually transition to helping shops manage a lean environment. When you talk about ‘lean,’ you talk about visual

communication. You talk about the elimination of non-value added expenses, and our system does a tremendous job of that.”

One moment please…

According to a 2008 Industry Canada report, 71% of Canadians own a cell phone, pager, or other device capable of text messaging.

While the need to compete has forced many collision repairers to go digital, many are still reluctant when it comes to giving their customers contact options when their car is ready at the shop. Terlep estimates that when customers are given the option of being contacted via phone, text message, or email, more than half don’t wish to be phoned at all.

“There’s statistics out there that say 27% of the North American population was born from 1977 to 1997 (aged 12 to 32), and most of those people are using text messages. From an administrative perspective, if I train the

shops and they use our software to give the customer the choice, what we find is that 50% or higher of the people that come in don’t want a phone call. That means I can eliminate half of the phone calls going out of or coming into a shop.”

Software solutions come down to efficiency and accuracy. Two recently released products from Audatex that have dealt with these issues include the AudaStation, which provides a turnkey estimating solution for clients looking for a full estimating platform (HW, SW, and support); and AudaUpdate, Audatex’s online data update solution that provides vehicle/labour/parts info online as opposed to a monthly DVD. The benefit is that it allows clients to always stay up to date with the latest info, and focus their efforts on running their business instead of their IT. “We’re looking at ways to improve the user experience by improving the estimator’s

We don’t expect you to convert with us… we want you to!

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software

ability to complete an estimate in the shortest amount of time possible,” says Audatex North America’s Jeffrey Bean. “But while fast is good, fast with accuracy is key. Our complete inside-out approach to estimating damage is the only system today that allows both the experienced and new-to-industry estimator to complete a damage assessment with the same results.”

Suppliers’ claims that software improves accuracy and efficiency is one thing; seeing quantifiable and instant ROI in your solutions is another matter altogether. Ultimately, clients want to see value out of their software. This means tracking and measuring all actions, through key performance index (KPI) dashboards and other customer satisfaction tools.

“What we’ve been working on now is the introduction of key performance index (KPI) dashboards that measure the data input from the bodyshop’s software,” says St. Jacques.

“Based on things like timestamps and a whole bunch of [other] factors, we can determine the relative health of a bodyshop and the delivery of the service.”

Mitchell International is in the unique position of being one of the only companies to offer customer service indexing (CSI). By providing a better understanding of the customer’s experience, this solution has the potential to lead to improved customer retention, increased loyalty, and more referral business.

“This is a call centre-based CSI report that is generated based on defined questions between either the repair facility and the customer or the insurer and the customer. It

allows the shop to not only determine who’s extremely satisfied and who’s dissatisfied, but also allows them to act upon the grey area in between,” notes Jerry. “It allows them to either correct the problem or to influence the customer’s decision to reuse their service in the future. Ultimately, it’s about asking, ‘Would you refer your services to a friend or a family member?’ On the bodyshop side it’s about customer retention, on the insurance side about policy holder retention. It’s more cost-effective to keep a customer than it is to go and find a new one.”

Whether your immediate goal is customer retention, increased or more efficient interface with insurers, or just better work-flow management in your own shop, there are software solutions in play today that can help you do that.

In fact, many of you probably have the capability to do much more with your current programs than you are leveraging. So, it’s time to ask your supplier, “Can I do that?”

B

“In an effort to reduce administrative expenses, our number-one issue is the elimination of paper in a shop. This is a big administrative expense.”

Facebook Future One trend software developers are suggesting is the way compa-

benefit from building their own communities online,” notes Terlep.

nies will interact with their customers, a gradual shift from con-

“If you look at Facebook, MySpace, and the social networks, I think

sumer-to-business models to more community-based models, simi-

you’re going to see that technologies become available to the colli-

lar to the way many social media applications operate.

sion repairers and repair networks that let them build communities

“What’s in the next six to 12 months [is] I think you’re going to

for their consumers.”

see companies, specifically collision repairers, that will start to www.bodyshopbiz.com l June 2009 l Bodyshop 17

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top of th in my estimation

18 Bodyshop l June 2009 l www.bodyshopbiz.com

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the rock The Team at CARSTAR Collision Centre St. John’s Wins Bodyshop of the Year

“

By J.D. Ney

“That’s excellent, b’y,” comes the pitch-perfect Newfoundland-accented voice of Ray Cranford, manager of the St. John’s CARSTAR, upon hearing the news that his shop has been named Canada’s best in the inaugural Bodyshop of the Year award. The 40-year industry veteran has been one of two men—owner Doug Russell being the other—at the helm of the business that separated itself from Russell’s GM dealership in 2005. “We started with nothing here four years ago, and we’ve been working hard to build our business ever since,” says Cranford. “Business is still growing, and has been since day one. I really don’t think we’ve even hit our peak yet.”

What’s more, this busy St. John’s shop, although only operational in its new location since 2006, has grown accustomed to accolades— having already taken home awards from Dominion of Canada Insurance, Aviva Insurance, and CARSTAR in its short lifespan. “You don’t do this work to be recognized, but to all of a sudden be recognized by your peers and industry partners is fantastic,” he says.

It wasn’t always an easy road, however, as business in Newfoundland’s tumultuous economy can be challenging. Russell says the real shift for the operation came in 2005, when he made the decision to separate the bodyshop business from his long-standing General Motors dealership. “When your bodyshop is an attachment of a dealership, the perception is that you are just there to fix your client’s cars,” he says. “We had this bodyshop for years but built our new location in www.bodyshopbiz.com l June 2009 l Bodyshop 19

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2005, and decided to start going after that adapting. “Our partners expect us to perbroader market.” In terms of the evolving form, as do our customers,” he says. “The carpark in Canada, the decision to make the expectations of the industry are a lot higher shop more attractive to foreign nameplate than they used to be, and so just because you vehicles seems to have paid off. “The amount did something one way for 20 years, doesn’t of GM cars we work on today has gone from mean it’s good enough anymore.” the majority by far to a minority, so it was Being part of the new guard is something important that we be able to appeal to every- Russell and Cranford see as being good for one, and being part of the CARSTAR net- both their shop and for the industry as a work has allowed us to do that,” he says. whole, which of course includes the conversaWhile the network mention coming from a tion to low-VOC painting technologies, a marketing rep might sound like a shameless process the shop is currently undergoing. plug, coming from Russell it’s anything but. In “We’re not afraid to make the switch,” says fact, both he and Cranford are quick to deflect Cranford, who notes that he and his staff credit away from themselves, choosing instead have been training with the new gear for to pass the kudos both up and down the food quite some time. “It’s the right change to chain. “We have a great team in place here, make. It’s better for the environment, and it’s and with the assistance of our network rep, better for the health and safety of the guys David Meery, we had a plan and were able to spraying it. We’re looking forward to fully move forward with it. There making the switch,” he says. are so many people working As a broader business together to make this business model, however, Russell sees “The expectations grow,” says Russell. a legislated shift to waterof the industry are a lot borne as being even more For his part, Cranford says the success of the shop can be higher than they used to significant. “There are still a attributed to the staff, and their lot of operations competing be, and so just because on the edges of the industry willingness to modernize and change with the times. “We’ve that do not deliver consistent you did something got a lot of staff that have been quality service,” he says. “My one way for 20 years, in the collision business for a hope is that the industry will long time, and definitely had be restructured, so that the doesn’t mean it’s good their own ways of doing things shops that are left after the enough anymore.” that had always worked for conversion deadlines are set them in the past,” he says. “But up to deliver the kind of solid the industry is changing, and and consistent customer serwe had to make some changes in the way we vice we need to see. Some smaller shops did things too. So, it’s a credit to the staff here might fall by the wayside, but there will still be that they were able to implement those, and plenty of competition.” ultimately see them as being for the better.”

That kind of thinking is certainly music to According to Cranford, the bulk of the the ears of the shop’s insurance partners, but store’s ongoing adjustments are all about the close attention the team pays to the status improving the professionalism and the image and reputation of the industry as a whole is of the collision industry. “The fighting and nothing new, and it plays a significant role in bickering that used to go on with the insur- the history and the day-to-day operations of ance companies has really come to a halt, the business. “Outside of the shop, we started because now you’re like another office of the the Newfoundland and Labrador Collision insurer,” he says. However, he is quick to note Repair Association,” says Cranford. “I was that that has meant an adjustment in the way the first president, and I’m still a member of work gets handled, and tracked. “It’s just the advisory board for the trade in the provabout hitting your KPIs, and living up to your ince,” he says. end of the bargain. In the end, you’re either Part of his role on the board is to oversee part of the new program, or you aren’t.” the development and implementation of new What’s more, while success has come programs for the province’s vocational quickly to this St John’s outfit, Cranford schools, where Cranford says there is cerknows that the industry is an ever-changing tainly work to be done. “It can be very diffienvironment, and staying on top means cult trying to keep kids interested in the indus20 Bodyshop l June 2009 l www.bodyshopbiz.com

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Congratulations Carstar Collision Centre, St. John’s, Newfoundland on being named

2009 Bodyshop of the Year from

Carquest, St. John’s and

BASF

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try,” he says. However, through numerous speaking engagements at the various schools, Cranford says some progress is being made.

“We have to try and give students some insight,” he says. “Where we’ve been successful is bringing someone in as a detailer, and then moving them up if they show promise—and then eventually to sponsor them as a trade.”

However, Cranford says it is still an ongoing issue, particularly in Newfoundland, where

there is a significant outflow of young tradespeople to other provinces and to Alberta’s oil patch in particular. “It’s not that people in our particular trade are leaving,” he says, “it’s that they are choosing another trade, and going out west where the money is.”

Despite the challenges, both Russell and Cranford say that business has never been better, and they are optimistic about the future. “Who knows where the future of the business will take us, but expansion is always an option,” says Russell. “We’re constantly looking at business cases. We are very busy, and want to remain that way. If that means expansion, then so be it.”

While expansion might mean less time salmon fishing for Russell, and less time on the back of a motorcycle for Cranford, it’s clear that these two industry stalwarts believe they have the staff to make it happen, and receiving this award only solidifies that confidence. “We’ve got a great team here, right from the ownership on down to the guys in the shop,” says Cranford. “This is a real credit to everyone’s hard work.”

B

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i-car tech update

Enter

Sandman Selecting the right abrasive for your job, and your health

S

ometimes sandpaper isn’t just sandpaper. Not only are various materials better, or more appropriate for certain applications, but some of the newest technologies can also work to reduce particulate matter in the air, and therefore improve shop cleanliness and the health and safety of technicians working in the shop. So, in this equipment update, we’ll turn to the pros at I-CAR, as well as a couple of manufacturers, for the rub when it comes to abrasives.

The Tech

According to I-CAR, when discussing grades of sandpaper for a specific repair procedure, the subject is often not completely clear.

This is because there are as many as four abrasive grading systems in use in the United States and Canada, and sandpaper manufacturers are not consistent in their use. A recommendation on a repair material instruction sheet to “use 400 grit” is not specific enough. 400 grit in one system has the same scratch pattern as 800 grit in another system. It is helpful to know what the grading numbers mean, and how the different classifications compare to each other on a crossover scale.

Even though the grading systems use different tolerances for sizing the grains, all systems use the same methods. Particles of the coarsest grits, up to about 220, are graded by sifting the particles through a series of wire mesh screens that have a specific number of openings per inch. The smaller grit sizes are graded through an airflotation process that separates the particles by weight.

In North America, all sandpaper manufacturers for the automotive aftermarket previously used the CAMI system for all grit ranges.

The CAMI system tolerates a wider range of grit sizes than other grading systems, and often contains more than one grit size on one sheet of sandpaper. For example, a 200-grit CAMI sandpaper often contains 180-grit as well as 320-grit particles. This is acceptable for the coarser grits, where a finished surface is not the goal, so the CAMI system is still used for grades coarser than 80 grit by most major abrasive manufacturers.

The European FEPA system uses a tighter tolerance for particle size and is used by most major abrasive manufacturers for the finer grades (80 grit and higher). These abrasives are identified by the letter “P” in front of the grit size, such as P120. CAMI and FEPA grades don’t differ much in scratch pattern up to grades finer than 180 grit, when they start to differ widely. A CAMI grade of 600 is

equivalent to a FEPA grade of 1200 grit. CAMI 1000 is equivalent to FEPA 2500.

Next on the tolerance scale is the Japanese grading system, JIS, which is used by some abrasive manufacturers for grades over 800 grit. JIS-graded paper is identified by a high-grit number without a “P” prefix. Some abrasive manufacturers offer these sandpapers as an option if a highly polished surface is desired.

With any of these grading systems, all that’s being referenced is the size of the grains on the sandpaper. The grading is the main fac-

Why can’t I get the #%@#* specs I need?

Frustrated with the lack of technical information and proper tools when all you want to do is fix the customer’s car?

Industry groups are working to correct this problem but need examples to move the issue forward.* Report Every Incident.

NEW NUMBER!

Call 416-510-5203 and

let us know who you are, where you work, type of car, what happened and where we can reach you.

.

*Basic information will be shared with groups working to correct this situation

This is an industry service initiative of Jobber News, SSGM, Bodyshop and l’automobile magazines, part of the Business Information Group.

www.bodyshopbiz.com l June 2009 l Bodyshop 23

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i-car tech update

H

“Just by using a dust-free sanding system, much of the dust generated by the sandingprocess is reduced,”

“One’s health can be greatly affected if dust is inhaled day in and day out. Sanding with a dust-free system, in combination with a properly fitting respirator, will provide a very good defense against dust-related health issues.” tor and is just about all that a technician needs to know for choosing sandpaper. However some other factors are nice to know, and chosen by the abrasive manufacturer to make that sandpaper work better. These factors include the type of backing material, the weight, the type of abrasive material, and whether the sandpaper is open- or closed-coat. Any of these may or may not be indicated on the backside.

Health and Safety Angle

Whenever you use abrasives, you create dust and particulate matter in the surrounding air. Continued exposure to that dust can be harmful to the health of workers in the shop, but fortunately abrasives manufacturers are working to mitigate that health risk.

John Booth at Mirka Abrasives notes part of the problem. “Painters are always careful to protect themselves when the paint is going on the car, but what about when the material is coming off ?” he says.

“That has to be a concern going forward.”

For Bill Suzuki, a spokesperson in the automotive aftermarket division at 3M Canada, the issue of worker health and safety is equally important, and the solution just as simple. “Just by using a dust-free sanding system, much of the dust generated by the sanding process is reduced,” says Suzuki. “One’s health can be greatly affected if dust is inhaled day in and day out. Sanding with a dust-free system, in combination with a properly fitting respirator, will provide a very good defense against dust-related health issues.” What’s more, Suzuki also notes that proper technique can also play a vital role. “Technique does play a part when sanding. Holding the sander as flat as possible while sanding will collect the highest percentage of dust; but if one sands on too much of an angle, the vacuum zone will become too large and will not be effective.”

Both reps also agree that there are several other advantages to a robust dustless abrasives program. Aside from the high importance of the technician’s health, other benefits from dust-free sanding include cleaner shops and cleaner paint jobs, says Suzuki. Booth agrees.

“With the big move towards waterborne, and even before then, bodyshops and the collision repair business had been getting more and more professional,” he says. “Equipment that helps keep the air in the shop clean provides that extra level of professionalism.” B 24 Bodyshop l June 2009 l www.bodyshopbiz.com

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Abrass-Prod Adindex 23-29.indd 25

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Automotive Internet Directory Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com.

AUTOMOTIVE PARTS & ACCESSORIES

HAND CLEANERS

Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality.

NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets.

Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming”

EDUCATION AND TRAINING

GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

LUBRICANTS & ADDITIVES Empack/emzone Automotive Care & Maintenance www.emzone.ca The high performance emzone product line is specially formulated for your detailing and maintenance needs. For maintenance: Lubricants, Brake Cleaners, Degreasers, and Coatings. For detailing: Glass Cleaners, Carpet Foams, Tire Shines and Auto Fresh.

REFRIGERANT ZEX AC Compressors Division of Mister Starter

www.misterstarter.com Remanufactured/New A/C compressors and Turbochargers/Superchargers for complete line of cars and trucks, DOMESTIC & IMPORTS. Custom Rebuilds also available for your needs.

COLLISION REPAIR Masters School of Autobody Management www.masters-school.com Masters offers a number of education programs and implementation follow-up programs designed to take bodyshops to the next level of success.

Duracool Refrigerants Inc. www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology Guaranteed In writing not to harm any Mobile A/C System You can feel the Difference that Quality Makes “Our Formula Never Changes”.

CARS COUNCIL www.cars-council.ca Smarter hiring, better personnel assessment, and training accessible 24/7. We are the CARS Council, a not-for-profit organization, delivering tools developed by industry for industry. www.cars-council.ca

TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.

Genius Tools

www.geniustools.net Genius Tools provides a complete line of hand tools, as well as power tools, tool storage, and other solutions for the toughest jobs in automotive and industrial markets.

Premium quality at competitive prices.

Rotary Lift

Empack / emzone Refrigerants www.emzone.ca Eco-friendly, non-ozone depleting and system safe. The emzone quality A/C Refrigerant product line includes stop leak, system conditioner, oil charge, UV dye leak detection, and dryer offering colder vent temperatures, improved system efficiency, lower head pressure and greater gas mileage. Ideal for cars, trucks, SUVs and tractors.

advertiser index

www.rotarylift.com World Leader in Lift Productivity

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Automont Distributions Inc. www.automont.com Importer & Wholesale Distributor of German, Swedish and Asian Auto Parts.

Bestbuy Distributors Limited

Akzo Nobel-Sikkens

wwwakzonobelcarrefinishes.net

Akzo Nobel-Wanda

www.wandarefinish.com

9

BMW

www.bmw.ca

31

CARQUEST Canada

www.CARQUEST.ca

21

Carstar

www.carstar.ca

Collision Solution Network

www.csninc.ca

Dupont Performance Coatings

www.cromaxpro.com

5, WB5

Fix Auto

www.fixauto.com

32

Global Finishing Solutions

www.globalfinishes.com

H&S Autoshot

www.hsautoshot.com

NACE

www.NACEexpo.com

Rondex Limited

www.rondex.ca

Sherwin Williams

www.sherwin-automotive.com

Spies Hecker

www.spieshecker.com

Standox

www.standoxna.com

27

Transtar Autobody Technologies Inc

www.tat-co.com

25

15

2 7

8 24 WB2 16

www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers.

The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group Kerr Machine Shop Group Inc.

13 WB8

www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.

26 Bodyshop l June 2009 l www.bodyshopbiz.com

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A wealth of experience.

Standox® Standohyd®.

VOC challenges are revolutionizing our industry. Standox® waterborne refinish products have been challenging global technology since the early nineties. Delivering a German made, compliant refinish system with accurate color matching for maximum quality, performance and reputation. Allowing you to deliver flawless masterpieces. Standox® – a leader in Europe, successful throughout the world. www.standoxna.com

Abrass-Prod Adindex 23-29.indd 27

6/18/09 12:54:16 PM

products

Lift / Pulling System Chief Automotive Technologies has announced the development of the Kahuna lift/pulling system. Officially unveiled to the industry at the 2008 NACE exposition, the Kahuna system joins a growing list of Chief design-based repair products that enable shops to accurately repair a damaged vehicle using OEM processes specific to that vehicle. With its 4-3/8” clearance, Kahuna is the perfect height for a drive-over lift. Additionally, with a lift capacity of 5,500 pounds and the ability to deliver that weight to any of 10 different heights up to 58-1/2,” Kahuna offers the versatility for technicians to perform a wide range of assembly/disassembly and other repair procedures without ever having to move the vehicle.

Chief Automotive Technologies, 308-384-9747, chiefautomotive.com

MIG Welder Miller’s new Millermatic 212 Auto-Set all-in-one MIG welder combines the performance of the Millermatic 212 with the popular Auto-Set feature, which automatically sets optimal parameters based on metal thickness and wire diameter. Set welding wire size and material thickness, and Auto-Set selects optimal wire feed speed and voltage.

Infinite voltage control replaces “tap” settings, enabling manual fine-tuning of voltage and wire feed speed. Line Voltage Compensation maintains welding output in the event of +/– 10% variations in primary power. The welder is matched with Spoolmatic 15A/30A spool guns with gun-mounted wire feed speed control.

Miller, 902-734-9821, millerwelds.com

Estimating Software Audatex North America, Inc., a provider of software and services for the automotive claims processing industry, has introduced AudaUpdate, an automated online data delivery service that helps insurers and collision repairers save time and ensure the accuracy of collision repair estimates. Users of Audatex’s estimating solution, Audatex Estimating, can leverage AudaUpdate to receive the latest data on vehicle part prices and labour times up to two weeks faster than with traditional DVD-based methods. With the most up-to-date data, Audatex Estimating users will improve the accuracy of their initial estimates and reduce the frequency of written supplements. AudaUpdate can be scheduled to automatically update users’ systems with the latest data, eliminating the need to use DVDs to manually update all of the computers or servers on which they store vehicle part price and labour data.

Audatex, audatex.us

✂

Rubber and Vinyl Shine Meguiar’s has a complete vinyl, rubber, and plastic protectant family that offers two different levels of shine.

For those who love intense shine, Supreme Shine Protectant is the fastest and easiest way to create a glistening finish fast. People that want a deep, rich “like new” lustre can choose Meguiar’s newly redesigned Natural Shine Protectant. Both products offer the same outstanding protection from the elements and easy spray-and-wipe application.

Meguiar’s, meguiarscanada.com

28 Bodyshop l June 2009 l www.bodyshopbiz.com

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ReadR

PowerBank for recharging tools built into storage unit Snap-on’s new EPIQ tool storage unit is a whole new approach to tool storage. It’s a complete productivity system that’s designed to work the way today’s technicians do.

One of the features that sets EPIQ apart from conventional storage units is its PowerBank. This lockable, vertical drawer bank has built-in power access for recharging tools and batteries. PowerBank offers plenty of space to hold cordless and air-powered tools so that every one of them is easily accessible and fully charged. “EPIQ makes it easy for technicians to be organized because the PowerBank feature stores all of their power tools right at their fingertips,” says Chris Potter, president of tool storage for Snapon Tools. “And because it includes a power source, technicians simply plug in their batteries at night, lock it up for security, and they are fully charged and ready to go in the morning. This translates into huge time savings and improved productivity.”

Snap-on Tools Company, snapon.com/epiqpower, snapon.com/Canada

Rotary screw, belt-driven compressors suit bodyshops Sullair offers economical, efficient, and reliable rotary screw compressors suitable for the demands of autobody and tire shops. The ShopTek compressors incorporate rotary screw technology in a compact, belt-driven package. They are available in eight models ranging from 5 to 20 horsepower, with an optional Performance Air System that includes a Sullair dryer, filter, and storage tank.

Sullair Corp. 219-879-5451, sullair.com

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Publisher reserves the right to determine qualification my comPany’s main business activity at this location is: Bodyshops: Independent, Franchise and Chain Operations New Car Dealers Claims Manager/Claims Adjuster Company & Independent Fleet Service/Maintenance Shops (with body repair facilities) Specialized Repairs (Trim, Glass, Upholstery) Wholesalers of Bodyshop Supplies Manufactures, Sales Agents, Distributors Schools q 009 Others Allied to the Field www.bodyshopbiz.com l June 2009 l Bodyshop 29

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6/18/09 2/10/09 12:54:24 10:43:14 PM AM

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from the publisher

Leadership is a Decision

You have a choice: Be active, be a leader, or figure out how to follow.

Lead or follow.

You can’t do both.

There is no doubt that these can be trying times for anyone in an automotive-related business, both financially and psychologically.

Even if the company you are connected to is doing fine, you can’t escape the constant headlines about automakers, suppliers, dealer networks, and the financial services market.

The constant barrage of media reports has made a lot of people nervous.

In many of the discussions I have been a party to, the tenor has been “I’m okay, but . . .”

I completely understand this, but I believe that, particularly when the news is often negative, it is time to focus on the positive things that you can actually do something about.

This is a lesson that everybody in business knows, but sometimes needs to rededicate themselves do.

I can’t, for example, make GM profitable, but I can take care of my car to make sure I don’t have to make a decision about what to buy right now.

I can’t dictate to the collision repair industry how they should view recent announcements that the VOC guidelines might have an extended sell-through period, but I can ensure that the market has the best information possible, and I can advise anyone who will listen that there is ample evidence that it’s better to get converted sooner than later.

As a magazine publisher, I get nervous when people ask me to tell you, the business owner, or collectively, the industry that they’re doing it all wrong. This actually happens quite a bit—probably just slightly less than the “don’t tell anybody, but I thought you should know what my competitors are doing” phone call.

You know full well that you can’t tell any other business owner how he should run his operation—he wouldn’t listen anyway, especially if he’s a direct competitor—but you can strive to improve your own business.

However, the virtue of this position is that I can get a broader perspective on industry that sometimes escapes those who are mired in the hurly-burly of their own daily responsibilities.

And, because that experience has taught me that the dynamic of every business is different, so must the solutions they crave to improve. It has also taught me that there are many ways to measure success.

So, without a hint of any criticism, I offer this humble advice: stick to your knitting. Control and mould the things you can, be aware of the things you can’t, learn to focus on the former, and how to block out the latter. They’re just distractions that will steal from your ability to improve what you do.

The most successful business people I know have always been less concerned about what the competition is doing and more concerned about doing what they need to for their business. They know what the competition does and learn from it, but then turn their gaze to their own direction. The difference may seem subtle, but the results over time are the difference between leading and following, prosperity and “getting by.”

I have seen it a hundred times: once people start obsessing over what the competitor is doing, they forget what they should be doing. There are only so many hours in the day, and so you have a choice: be active, be a leader, or figure out how to follow.

Lead or follow. You can’t do both.

So ask yourself, who are you going to be?

Andrew Ross aross@bodyshopbiz.com

30 Bodyshop l June 2009 l www.bodyshopbiz.com

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Certified Collision Repair

www.bmw.ca

The Ultimate Driving ExperienceÂŽ

Original BMW Parts.

Because they fit.

Contact your local BMW Retailer.

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6/18/09 12:56:26 PM

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