Bodyshop October 1st 2010

October 2010 www.bodyshopbiz.com

Bodyshop Canada’s magazine for Collision repair professionals sinCe 1970

One

of a Kind

DRK Restorations wins this year’s Canadian Custom Bodywork and Refinish Award Rental Car Relationships OEM Vs. Aftermarket Parts Debate Plus: PPG Conference Coverage

Easy Money EXPRESS SCRATCH REPAIR: MINOR DAMAGE FIXED FAST Thanks to the new Express Scratch Repair (ESR) technology from Sherwin-Williams Automotive Finishes, dealerships and collision repair shops have a new source of revenue - those small scratches, dents and dings from minor accidents that car owners don’t usually have repaired.

With ESR there’s no need for baking.

Instead, simple repairs can cure outside the booth and air-dry to a 15-minute cure that can be sanded, polished and then delivered to the customer.

ESR is the repair process that saves time, money and energy.

Now that’s easy money!

To find out more, call 1-800-798-5872.

Customers like it because it’s affordable; they can get same day repairs, decreased lease turn-in charges and a high quality finish.

It’s easy, too. Dealers can provide an ESR assessment at the time of scheduled maintenance as can collision shops when vehicles are already on-site for estimates.

That means more new jobs - and less natural gas and heat used.

Sherwin william P2.indd 2

sherwin-automotive.com/esr

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Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

contents

October 2010 l Volume 40, Issue 5

Features 12

PPG Conference Special Report Attendees at PPG’s annual MVP Conference get a behind-thescenes look at examples of management excellence and other real-world tips on leading with vision.

14

Parts Patrol This summer, OE versus aftermarket or recycled collision parts was a hot topic among manufacturers and associations. Find out what happened, and where the debate stands today.

20

AkzoNobel on Sustainability: On the Road In the second installment of our series on sustainability, two shops talk about their journey so far, and shed light on the early benefits of a sustainable business.

26

NACE Preview: New NACE Time, Same NACE Place Get up to speed on the events taking place at this year’s Auto Service Repair Week, before making the trip to the desert.

28

Now Hear This We turn to the technical pros at I-CAR to learn a thing or two about emergency evacuation plans.

14

Cover Story

22

One of a Kind

Dauphin, Manitoba’s DRK Restorations wins our second annual Custom Bodywork and Refinish Award.

21

30

In Every Issue 4 6 32 36

Viewpoint News Products Photo File

37 37 38

Advertiser Index Internet Directory From the publisher

visit us at bodyshopbiz.com In the next issue: In the next issue: Our Annual Canadian Industry Guide and Directory, Annual Insurer Ratings Survey, Software and Business Solutions and more. www.bodyshopbiz.com l October 2010 l Bodyshop 3

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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

Found On Road, Decalled Custom paint and body work has long been basically the sole purview of small, often independent shops.

It’s not for everyone, and not every collision repair technician has the skills or inclination to wade into the waters of what is, almost by definition, a niche market.

However, in a recent announcement, Ford Motor Company is looking to change all of that with the launch of a new consumer website that will allow Ford owners and potential customers the chance to “turn their car or truck into a unique personalized ride, with vinyl graphics that offer the look of a custom paint job at half the price.”

According to the company, approximately 50 designs have been created specifically for each vehicle. All are available in a variety of colours and sizes and were designed with a particular customer in mind. For example, people interested in a new Ford Fiesta can choose from cool, fun designs like bubbles, arrows, dots, and flowers.

Mustang and F-150 customers will have an entirely different portfolio to choose from, with racing stripes, flames, matte black accents, or camouflage treatments.

“We are doing everything we can to be on the leading edge of trendy new product offerings, and the idea of on-demand custom graphics is a great example of that,” says Jim Abraham, Ford’s licensed accessories manager, of the new site. “The whole idea behind the program is to offer our customers new ways to personalize their vehicle and provide a new exterior look throughout the ownership experience.”

Now whether one can truly call something that is mass-produced, prefabricated, and available to everyone “custom” or “unique” is an argument for the purists and better left to another day, because the simple fact remains that the corporation that still bears the name of the man renowned for popularizing the industry’s manu-

facturing model has now turned its attention to the custom market.

Shops playing in this sandbox will likely find it more crowded in the near future, particularly if this program generates some traction, then proliferates—-which it would almost assuredly do—to other manufacturers.

What’s more, Sheryl Connelly, manager of Ford global trends and futuring, recently noted that the growing interest in vehicle personalization mirrors a broader societal trend.

“The one-size-fits-all model isn’t really relevant to today’s consumers, and it’s not necessarily a desire to stand out from the crowd. It’s more a desire not to be lost in the masses,” she says. “People are personalizing everything—cell phones, computers, and clothing—and it’s no different with automobiles.”

It’s important to take two elements away from Ford’s bold push into this environment. One, they’ve identified personalization as a major trend, and you should as well; and two, good custom body and paint specialists still have a trump card to play in the protection of their own business interests.

What artists working as independent custom painters can say that Ford cannot is that they do truly custom work. It may not be inexpensive, it’s not a vinyl decal, but it will be applied with the type of passion and dedication to the work that a vehicle manufacturer simply cannot offer.

In the end, it’s a question of your ability to sell the quality of your work over the convenience of their product.

It won’t be easy, but remember that at the end of the day, you can give that customer something that no one else has. You can customize, while the website offers, well, something a little more ordinary. B J.D. Ney, Editor jdney@bodyshopbiz.com

PUBLISHER Andrew Ross 416-510-6763 aross@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 Choo Hwee Kuan PRINT MANAGER Phyllis Wright CIRCULATION MANAGER Selina Rahaman 416-442-5600 ext.3528 CUSTOMER SERVICE Roshni Thava 416-442-5600 ext 3555 VICE-PRESIDENT Alex Papanou PRESIDENT Bruce Creighton

BODYSHOP is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd. 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.

All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner.

Nor may any part of this publication be stored in a retrieval system of any nature without prior written consent.

US Office of Publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-1118. Periodicals postage paid at Niagara Falls, NY. US Postmaster: send address changes to Bodyshop PO Box 1118, Niagara Falls, NY 14304-1118.

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 Online 1923-354X 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 Canada Periodical Fund (CPF) for our publishing activities.

PAP Registration NO.11024 Member of Member of Inc. Inc.

4 Bodyshop l October 2010 l www.bodyshopbiz.com

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Association of Association of Business Publishers Business 205 East 42ndPublishers Street East 42nd Street New205 York, NY 10017 New York, NY 10017

23/09/10 8:48 AM

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news

I

All Hail Breaks Loose

nsurance Bureau of Canada (IBC) reports that a storm that pummelled Calgary and parts of southern Alberta with golf ball-sized hail earlier this summer has resulted in a record amount of insured damage for a hailstorm in Canada.

The July 12th weather event produced a sudden downpour and fierce hail large enough to dent cars. Local insurers were immediately inundated with calls from home, car, and business owners seeking assistance.

Reports indicate that insured damage from the July hailstorm is almost $400 million. Tens of thousands of claims have been reported. Data is from PCS Canada.

Subscribers to the PCS Canada service

can access detailed reports of this event by logging in to www.pcs-canada.com.

Many Albertans will still remember the deadly windstorms that rolled across the province last summer. “That one weekend of bad weather last summer resulted in an estimated $347 million in insured damage,” says Doug Noble, vice-president, Alberta and the North, IBC. “There is no doubt that we are seeing, more and more, the impact of severe weather in Alberta.”

It was another Calgary weather event that held the previous record for insured damage as a result of a hailstorm. In 1991, a 30-minute storm generated approximately 62,000 insurance claims and $342 million in home and auto property damage.

I-CAR President and CEO to Retire At Year-End

A

t a meeting of I-CAR staff held on Thursday, September 2, president and CEO John Edelen shared his plans to retire from I-CAR, The Inter-Industry

Conference on Auto Collision Repair, at the end of 2010. “It has been a privilege to work with the staff, the instructors, and the volunteers of I-CAR, and its outstanding Board of Directors and supporters over the past three years,” says Edelen. “And it has been an honour to work with the industry on the I-CAR Professional Development Program, a training and development framework that we hope will serve the training needs of the industry for years to come.”

Tom Moreland, chairman of the I-CAR International Board of Directors, says, “On behalf of the I-CAR Board, we thank John for his efforts and contributions over the course of his tenure as president and CEO.” Moreland continues, “With the introduction of the I-CAR Professional Development Program in 2010, the planned introduction of a more robust online training curriculum, and a new training and development program for the technical schools and colleges in 2011,

the near-term strategies and activities of the organization have been defined.

Given the significant improvement in the financial condition of the organization and its improved efficiency and effectiveness at a staff level, I-CAR is very well positioned, financially and operationally, to serve the collision industry in the coming years.”

“I’d also like to share with the industry,” Moreland added, “that John’s decision to leave at the end of the year does not come as a surprise. The Executive Committee of the I-CAR International Board of Directors and the Board have planned for this succession and the transition of leadership to a new president and CEO, to ensure that the quality and value of I-CAR’s training, products, and services continue to meet the needs of the industry.”

The Board will issue a call for candidates for the position of I-CAR president and CEO shortly.

6 Bodyshop l October 2010 l www.bodyshopbiz.com

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feeling isolated?

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We are DEDICATED TO EXCELLENCE.

For more information visit:

CSNinc.ca Collision Solutions Network 377 Evans Ave, Suite 102 Toronto, ON M8Z 1K8 866 400 4CSN

Make the RIGHT connection.

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news

Top Insurers A

head of Bodyshop Magazine’s own insurance report card slated for the December issue, J.D. Power and Associates has released its own findings as they pertain to customer satisfaction with insurance carriers, from the customer perspective.

In the report, the researchers say customer satisfaction with auto insurance providers has improved notably from 2009, despite a considerable increase in the proportion of customers whose premiums were raised, according to the J.D. Power and Associates 2010 Canadian Auto Insurance Customer Satisfaction Study.

The study, now in its third year, measures auto policyholder experiences with their primary insurer. Customer satisfaction is measured across five factors: interaction, price/premium, policy offerings, billing and payment, and claims. Three segments are examined in the study: private full coverage auto insurers, Quebec private auto insurers, and government-run auto insurers. Overall satisfaction averages 727 on a 1,000-point scale in 2010—26 points higher than in 2009. In each of the three segments, customer satisfaction improves notably from 2009.

In all three segments, overall improvement is driven in large part by increased satisfaction in the price factor, despite the fact that a sizable proportion

of policyholders indicated experiencing an increase in premiums from 2009.

Overall, nearly four in 10 policyholders say their premiums increased in 2010.

This proportion is even higher among customers of private full coverage providers—nearly one-half of these policyholders indicate experiencing a premium increase.

“Although premium increases have a negative impact on customer satisfaction, this can be mitigated through proactive communication in which customers are notified of changes in advance and are contacted by insurers to discuss coverage or discount options to help them reduce costs,” says Lubo Li, senior director and practice leader of Canadian financial services and insurance at J.D. Power and Associates. “These actions demonstrate that insurers have regard for the best interests of policyholders and help to foster trust.”

Grey Power ranks highest in customer satisfaction among private full-coverage auto insurers with a score of 756, and performs particularly well in three of the five factors: price/premium, billing, and claims. RBC Insurance (744) and Johnson Insurance (738) follow in the rankings. RBC Insurance performs particularly well in the product offerings factor.

Within the Quebec private auto insurers segment, Intact Insurance ranks highest

Solid Investments

C

onsumers probably don’t spend a lot of time thinking about the bumpers on their car, but Maaco says there is a very good reason for them to pay attention to this sometimes overlooked piece of equipment.

“Many bumpers show the dents, scuffs, and tears that are common results of even minor parking lot run-ins,” points out David Lapps, president of Maaco Collision Repair & Auto Painting. “While it’s easy to dismiss these battle scars as normal wear and tear, even minor bumper dam-

with a score of 842, improving by 97 index points from 2009. Intact Insurance performs particularly well in three of five factors: customer service, price/premium, and claims. Promutuel (839) and The Personal (835) follow in the rankings.

The study also finds that providing high levels of customer satisfaction has a particularly strong positive effect on customer recommendation rates. Customers who indicate they are “delighted” (providing a rating of 10 on a 10-point scale) with their auto insurance provider gave five positive recommendations during the past year, on average. In contrast, customers who are dissatisfied (ratings of four or lower) gave approximately eight negative recommendations, on average.

The 2010 Canadian Auto Insurance Customer Satisfaction Study is based on responses from 9,551 auto insurance policyholders. The study was fielded in July 2010.

age can affect your vehicle’s trade-in value or result in a large damage assessment if you turn in a leased vehicle.

In today’s economy, it just makes sense to protect the investment you have made in your car,” Lapps notes.

Modern-day bumpers are designed more for aerodynamics, fuel economy, and appearance than for collision protection. Bumper design has slipped over time as manufacturers focused more on aesthetics and occupant safety in high-speed crashes than on preventing cosmetic damage.

“It’s a small investment that can really pay off at trade-in time,” Lapps adds.

8 Bodyshop l October 2010 l www.bodyshopbiz.com

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A

ASRW Announces Plans for 2011 Event

utomotive Service and Repair Week (ASRW), which incorporates the NACE show, has announced that it will be keeping its midOctober dates and Mandalay Bay, Las Vegas location for 2011.

ASRW announced that its 2011 event will be held from Monday, Oct. 17 to Wednesday, Oct. 19, 2011, at the Mandalay Bay Convention Center in Las Vegas, Nev. The 2011 ASRW education program will begin on Sunday, October 16.

ASRW includes NACE and CARS and the 2010 event is scheduled for Oct. 1113, also at the Mandalay Bay Convention Center in Las Vegas. “In a year filled with changes in the automotive industry, we feel it’s important everyone knows ASRW, NACE, and CARS are here to stay,” states Ron Pyle, ASA president and chief staff executive.

Notable changes to the event in 2010 will carry over to 2011, including the date pattern (Sunday-Wednesday) and the separation of ASRW from other industry events.

“ASRW provides such a tremendous value to all its participants, and we feel this event deserves its own week,” continues Pyle. “NACE and CARS have a longstanding history as successful, standalone events, and we are confident the 2010 and 2011 events will be no exceptions.”

CANADA HAS CHOSEN ITS BODY SHOP Why Should I Convert My Body Shop To A Maaco?

Maaco is ranked #1 in its category

by Entreperneur Magazine in its Franchise 500 List Maaco has a canada-wide 97.4% customer satisfaction rating [measured by CSI Complete]

Maaco receives 75% of its business through retail out-of-pocket customer pay Ma aco service more than 500,000 customers / year in North America [572 more costomers / year per shop on average than a traditional body shop]

I

Shining Example

n business for more than 100 years, Meguiar’s, a company specializing in surface care, achieved a significant milestone at the world-famous Pebble Beach Concours d’Elegance held on August 15, 2010, where the majority of the motorcars that were awarded “Best in Class,” as well as the top prize honour of “Best of Show,” achieved their flawless appearances using Meguiar’s car care products.

More than 200 of the world’s most flawlessly restored classic cars were subjected to the intense judging that sets the Pebble Beach Concours apart from all other car shows. After the awards ceremony, it was discovered that 20 of the 27 “Best in Class” winners had been detailed inside and out with Meguiar’s products. For the last twelve years, 85 percent (255 out of the 300) of vehicles that were judged “Best in Class,” have used Meguiar’s car care products.

“We have helped car guys make their cars perfect at the Pebble Beach Concours d’Elegance for more than a decade,” says Barry Meguiar, president of Meguiar’s. “But we also make our products easy to use for those who simply want to impress their neighbours, family, and friends with the sleek coat and shine of their car. We’re proud to do it.”

Maaco Canada average store volume = $1 Million PLUS Half of Maaco Canada’s shops achieve average sales of over $1.4 million annually with a 12% average net profit

Canada Has Chosen Maaco,

Now It’s Your Turn.

CALL

today to learn how you can convert your body shop into a high-volume Maaco franchise.

www.bodyshopbiz.com l October 2010 l Bodyshop 9

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news

CARSTAR Provides Clear Outlook For 2011

M

ore than 300 CARSTAR stakeholders recently gathered for the 13th annual CARSTAR Industry Conference at the Deerhurst Resort in Huntsville, Ont., bringing together leaders in the automotive and insurance industries to share ideas and best practices. The theme for this year’s conference was 20-20 Vision, a reflection of CARSTAR’s vision for change and adoption for future growth.

“Our annual conference provides a great opportunity for our franchise partners to reflect and renew their business strategies to align with CARSTAR’s corporate vision,” says Sam Mercanti, president and CEO of CARSTAR Automotive Canada Inc. “This year’s focus was to identify the importance of addressing and adapting as franchise partners to meet the ever-changing needs and expectations of CARSTAR customers.”

The culture and camaraderie amongst the CARSTAR family at this year’s conference, which included franchise, vendor, and insurance partners, was the strongest in the history of the organization. The conference launched with an intimate 15th anniversary beach party followed by a full schedule of speakers and information sessions throughout the three-day conference.

Sam Mercanti kicked off the festivities with a powerful and inspiring message about the need for change and aspiration for continuous improvement in all business practices, setting the tone for the conference. George Cooke, president of The Dominion, and Rocco Neglia, vicepresident of claims, also spoke on behalf of The Economical Insurance Group, presenting challenges and opportunities

within the insurance industry and the impact it will have on the collision repair industry.

Aviva Canada, The Dominion, TD Insurance, and The Economical hosted

breakout sessions throughout the conference. Other insurers (RBC Insurance, Cumis, Allstate, Optimum General Insurance, and Intact) were also actively involved in the conference.

Appointments Steve Leal, President of Fix Auto Ontario, Alberta and Atlantic Canada has announced the following new appointments within the company. Athena Hilts has been appointed managing director; Peter Polito has been appointed general manager/developer for Fix Auto Alberta; Sylvia Roccia has been appointed marketing communications manager; Jamie Rodrigues has been appointed insurance account executive; and Summer Szuky has been appointed customer service representative.

Other recent hires at Fix Auto include Tony Desantis, senior insurance account executive; Kelly Polito, insurance account executive for Fix Auto Alberta; Reg See, franchisee developer for Fix Auto Ontario; and Tracy Roskar, accounting controller.

AIA Chairman of the Board Brad Morris is pleased to announce the appointment of Tony Canade from Assured Automotive to the Automotive Industries Association of Canada (AIA) Board of Directors.

Tony Canade will be filling the position left vacant earlier this year with the passing of AIA Director Rick Berg. “Because Rick was one of the driving forces behind AIA’s new strategic training partnership agreement with I-CAR International, we felt it was important to fill this role with an individual who was familiar with the needs of the collision industry,” states Morris. He continues, “Tony is well known in the collision industry for his strong leadership skills and will well represent the collision repair industry in his role as Director on the AIA Board.”

Tony is currently the president of Assured Automotive, an organization that owns and operates 32 collision repair centres in the Greater Toronto and surrounding area.

10 Bodyshop l October 2010 l www.bodyshopbiz.com

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World Leaders In Automotive Finishes Š2010 PPG Industries www.ppgrefinish.com

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ppg mvp conference report

Conference Offers Keys to Building

Leadership and Reputation

By Andrew Ross

I

n an inspirational conference that kicked off with quotes from industry champions like Henry Ford (“Coming together is a beginning, staying together is progress, working together is success”) and the famous JFK speech about putting a man on the moon and the other things “not because they are easy, but because they are hard,” PPG’s MVP group was treated to some real-world information

on how to lead with vision at its MVP North America Business Solutions Fall Conference.

A full slate of presentations, including a behind-the-scenes look at the Disney World operations—Disney is a renowned example of management excellence— greeted attendees.

Technology entrepreneur and consultant Scott Klososky led off the conference with advice and an observation about those who see themselves as leaders.

“Usually, it is the CEO who does these heroic things, and reads a lot, so that he can be a visionary leader.”

But he says true visionary leadership is not just about high-minded thinking. It is about a process of determining a leadership direction.

“My observation about visionary leaders is that most organizations have some mission statement, and most have creativity or innovation, but [for] 90% of the people I go to work with, it is just a word to them. It is true that the world is moving

Introduction to Problem-Solving

“What I find is that quite often we don’t go far enough and get to the real cause of problems,” said Dave Knapp, senior manager, MVP Business Solutions, at the “Introduction to Problem-Solving” seminar.

“We want to get away from firefighting and down to solving the real cause.”

In partnership with Mike Gunnels, Knapp walked attendees through a set of process improvements that are designed to make problem-solving part of the daily processes—not an interruption to them, but a more inclusive process.

“This is where we as managers are going to have to change,” he said. “We need to be able to ask those who work for us what they think should be done. The intention is for the people who work for us to self-discover. We need to have a problem-solving culture.”

Added Gunnels, “What we need to think about as leaders is to really spend some time around where we really want to go. If we really want to move forward without incurring waste, we need to think about the solutions we choose. You need to think beyond where you are today.”

faster and faster. It just makes sense that you have to be innovative, that you have to move faster than the competition. But most people don’t treat it as more than a word.”

To address this, he offered attendees the process he uses for creating “visionary leadership”: Step One. Identify the three most impactful trends: macro, industry, local.

Make a decision on leveraging or defending each one.

Step Two. Develop a picture of the future five years out.

Step Three. Develop an investment portfolio: products, people, and processes.

Step Four. Communicate the plan to your constituents.

Repeat and update at the end of each year.

“I don’t care if you use my process, but you have to use some process. There’s a process that you go through if you want to be visionary about where you are going.”

Sharon Wells, Collision Clinic, St. John’s, Nfld., was among the Canadian shops in attendance. “How I identify with that is pretty much seeing through the process of lean,” she said after Klososky’s address. “I believe you can’t be a traditional manager any more, and I have thought so for a long time now.”

As much as she believes in the process for creating a vision, she still believes in the importance of having a champion of that vision.

“It’s paramount that somebody has to have that vision. You can have all the tools in the world, [but they] won’t help if you don’t have someone who believes in the vision. But I do believe there is a process for it, too. All of this stuff just helps you to be more methodical and clear-thinking.”

Norm Angrove, senior manager, PPG Value Added Programs, also presented on marketing in the 21st century. “The whole thinking is to think about what are the major attributes of a leader, and turning

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that into a vision that’s crystal-clear for the organization,” he said. In a world where some $89 billion in capacity is chasing $28 billion in business, having a clear vision and innovative leadership are critical, according to Angrove. “A lot of it is based on practical application of the tools and technology, and how that fits into the collision repair business.”

Of course, technology is going to play a big part in the future. Klososky offered some insights here too.

“Every small- to medium-size business should be moving to cloud computing.

It is simply renting computer power from companies that have built a ’way better system than you could. The reality is that cloud computing is a very easy way to reduce your costs, and you get much better computing.

“You have to be thinking about what your transition is to the cloud. You should never be buying servers again.”

Behind the technology is, of course, the inexorable growth in social media, as is its impact on your business. Learning about social media is a cornerstone of leadership.

“The first thing you need to understand is that the vocabulary is a bit dorked up. There are three distinct areas. The first one is social relevance; this is your online reputation. When somebody has a crash, more and more, their first stop is their mobile device to check for a location that is local to them. They are not just checking your address; they are checking to see what other people are saying about you.

“Then there is social media as the practice of using some sort of media to get a message across.”

The third is social networking, like Facebook and Twitter.

“You have to be able to discern those three separate technologies. Now we have electronic word of mouth: if you do a great job, 5,000 people will see it just like that. And it will be recorded on the Internet, and searchable for years.”

The big downside for business is the threat of reputation damage, and a very dissatisfied customer can do a lot of damage.

Klososky offered the YouTube video “United Breaks Guitars” as an example.

As humourous as many found it (and

Get Back to Basics

still find it—it has spawned three songs for its Canadian composer, David Carroll), it purportedly cost United $190 million in shareholder value, all over the airline’s steadfast refusal to pay the $1,200 reRenowned motivational speaker Richard pair bill for Carroll’s guitar. And it Flint told attendees they need to get past wouldn’t have been possible withemotion, and get back to basics. out social media.

“You cannot be disappointed, and not “It is the next evolution in how be angry,” he said. “You cannot ignore a people interact, and not just in marproblem without validating it.” keting,” offers Lianne Perissinotti, He says that these challenging times have program manager, value added led many managers to lose the WOW factor, programs, PPG Canada Inc. “Espeand live in the WOE. cially with respect to younger peo“WOW is Working on Winning. WOE is ple, they’d rather post than talk, in Working Off Emotion.” Emotion leads effect. Progressive businesses are hirmanagers to lose focus on their people, he ing younger staff and letting them observed; it can cause them to treat cusrun with pull-strategy marketing tomers as no more than a source for opportunities, like Facebook and money, and treat their own staff badly.

Twitter, that the owners don’t know Flint advised business owners and managmuch about. They’re realizing that ers to get back to basics. “It got so easy to be social media isn’t just for fun anysuccessful, we got away from the basics. This more. It is reality, and it can affect is a back-to-basics marketplace.” their business.”

To help, Klososky offers a process that businesses can use to both develop a strategy and protect looking to find out how close, and how good you are. themselves.

“Never before has one person been “Step one: build a listening campaign.

There are free tools for this, and there able to talk to 1.8 billion people for are sites you can pay for. Here’s what you free—not just that one person can do it, but that they can want to listen for: any mention of do it for free. It is your name. You want to be listensomething that ing for your executives’ names. we never had You want to be listening for any before, and it is products, and you always want be going to make a running listening campaigns on difference.” your competitors.

One of the “Develop an engagement polthings that makes icy. When someone mentions being visionary your name, how are you going to engage them? If somebody is very under- the hardest is that being visionary means whelmed, how are you going to engage? stepping away from the herd. And that is Who is authorized to get in touch? The hard.

“Being visionary and innovative is not number-one way to turn around a bad mention is to call them on the phone. just thinking about it,” says Klososky. “It is Often they will write a second post, telling doing it. Don’t tell me you are going to be people how impressed they were that you a visionary leader if you are just going to do what everybody else does.” called them.

Angrove says that fits perfectly into the “Third step is, measure it. We want to know what the sentiment ratio, positive to overall theme of the MVP Conferences.

“The one thing we don’t talk about is fixnegative, is.

“Anybody can do it. There is nothing ing cars. That is a core competency of our stopping you from putting this in place. customers. The bottom line really is to be Every year a higher and higher percent- positioning our customers for the future.” age of your customers are going to be www.bodyshopbiz.com l October 2010 l Bodyshop 13

PPG p12,13.indd 13

23/09/10 9:14 AM

oe vs aftermarket parts

Parts Patrol Recapping the OE / aftermarket/ recycled parts feud

By J.D. Ney

S

top me if you’ve heard this one before: an original equipment manufacturer walks into a repair shop and tells the guy behind the counter that his firm will no longer be recommending the use of aftermarket repair parts. This scenario seems to arise over and over again, whereby manufacturers, despite the industry’s progress with right-to-repair issues, improved aftermarket testing and accountability, and the professionalization of the recycled parts business, regularly cast a pall of doubt over the practice of repairing a damaged vehicle with aftermarket or remanufactured parts.

In the most recent round of accusations, Ford Motor Company led the latest wave this summer, when it released a statement calling into question the quality and safety of parts it tested. Now, it should be noted that at no point did Ford identify which brand of aftermarket it put through the paces—only that, according to the company, they were found to be substandard.

According to the company, comparison testing of genuine Ford original equipment replacement parts and aftermarket copies showed significant differences in material composition, material thickness, and part weight. In one notable example, a Ford 200407 F-150 magnesium structural radiator support had been copied using moulded plastic with a sheet metal rib pop-riveted to it.

Ford engineers consider this difference critical because one of the vehicle’s airbag sensors is mounted to the hood latch support bracket, which is mounted to the radiator support.

“This preliminary simulated testing raises a number of red flags regarding the use of these aftermarket copy structural collision parts when repairing collision damage,” reported Paul Massie, Ford’s powertrain and collision product marketing manager. “In the absence of both high- and low-speed crash testing— equivalent to testing performed by vehicle manufacturers—there is no way to validate

that any aftermarket copy structural replacement part will perform equivalently.”

The company went on to suggest that Ford’s CAE testing of a 2005-09 Mustang front bumper beam and a 2004-07 F-150 radiator support indicated that vehicles repaired with these aftermarket copy parts will perform differently from vehicles with genuine Ford original equipment replacement collision parts.

“All components of the vehicle structure are designed and tested to work together in a realworld crash, including helping to ensure proper deployment of airbags,” Massie said. “Changes in materials, forming processes, dimensional inaccuracies, and any number of other structural differences can dramatically alter the crush characteristics of a vehicle and affect activation of the airbag sensors.”

Auto insurers, who pay for the vast majority of collision repairs, have argued that the use of less expensive aftermarket copy replacement Continued on page 16

14 Bodyshop l October 2010 l www.bodyshopbiz.com

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oe vs aftermarket parts

Continued from page 14

parts is crucial to hold down the cost of repairs. However, Ford’s analysis suggests that subsequent damage could actually increase if these aftermarket copy parts are used. According to Ford, the sale prices of the aftermarket copy parts used in Ford’s testing and analysis were lower than genuine Ford original equipment replacement parts.

Ford says it believes the interests of vehicle owners and collision repairers are best protected when genuine Ford original equipment replacement parts are used to repair collision damage. “We want to collaborate with the collision industry to ensure [that] a high level of customer safety and vehicle integrity is maintained following a collision repair,” said Frederiek Toney, vice-president of Ford’s customer service division.

Steve Fletcher, president of the Ontario Automotive Recyclers Association, points out that for the most part, despite being a non-dealer channel of parts, his members have long supported the idea that original equipment parts should be used if possible.

“Ironically, we’re at a bit of a high point in

terms of recyclers talking to manufacturers, and for the most part, we’ve always been in agreement, saying, ‘Right on, you should only use those genuine parts,’” he says. “It’s only the last few months where we’ve seen some manufacturers start to include recyclers in with their attack on the aftermarket. For the most part, I think it’s a dealer-driven issue.”

While recyclers dodged the direct ire of Ford in their announcement, the Detroit giant’s position prompted several other manufacturers to issue directives of their own, and even those recyclers who are dedicated to

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providing the collision industry with quality OE parts didn’t escape the dragnet. Following quickly on the heels of the Ford announcement, Korean manufacturer Hyundai announced its own hard-line position.

“Hyundai Motor America does not support the use of aftermarket, imitation, or recycled collision repair parts. The use of such parts or other non-original Hyundai equipment for the repair of any collisiondamaged vehicle may negatively affect crashworthiness and occupant safety during a collision, [and] therefore is not supported by Hyundai,” said the company in a statement.

“Additionally, Hyundai does not support the use or re-use of components removed or recycled from an existing collision-damaged vehicle.”

Honda joined the fray with a similar position of its own. “American Honda does not support the use of aftermarket, alternative, reverse-engineered, or anything other than original-equipment Honda or Acura parts for the collision repair of any Honda or Acura vehicle,” the company announced. “Further, American Honda does not support the use or

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16 Bodyshop l October 2010 l www.bodyshopbiz.com

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oe vs aftermarket parts

re-use of structural components that have been removed and salvaged or recycled from an existing vehicle that has been previously damaged.”

The inclusion of recycled parts in the Hyundai and Honda statements was enough to warrant a quick and harsh condemnation from the American Recyclers Association, which was quick to posit a theory as to why manufacturers had chosen this point to make their claims.

“According to the most recent Mitchell Repair Collision Data, OEM parts represented 67.9% of all parts dollars specified by Mitchell-equipped estimators. This is yet another decline from previous quarters and reflects a continuing trend. The steady movement away from new OEM parts has occurred as consumers and the collision repair industry become better educated on the quality part alternatives that are in the marketplace,” notes the association in its counterstatement.

“To put into prospective this trend, the new OEM parts usage for the same report was 74.4% as recently as the second quarter of 2008.”

The Automotive Recyclers Association’s chief executive officer, Michael E. Wilson, counters that recycled parts remain an economic necessity for many customers.

“The recovery, reuse, and resale of quality recycled parts must remain readily available to consumers who may not want or be able to financially afford new OEM parts, and require access to these alternative part choices for their vehicle repairs.”

At the end of the day, perhaps the most telling aspect of the corporate position statements is that they all lack precise directed language. They imply that some aftermarket parts—Ford even claims to have tested some unidentified examples— simply do not pass safety tests, and could be anything from more costly to outright dangerous in a collision. That may very well be, but that’s not news to anyone in the collision repair business, nor is it news to the aftermarket. Are there terribly made, cheap replacement parts out there? Absolutely. Do some junkyards deal in damaged goods? It’s likely. Everyone knows that, unfortunately, these types of parts are available in the market, just as Ford, Hyundai and Honda also know very well that there are solid, OE-calibre fit, form, and function aftermarket parts and eminently salvageable recycled options.

However, an ongoing problem recyclers face, as Fletcher indicates, is consistent testing by the recycling industry itself. “It’s a highly unstudied field, that’s for sure. Presumably the manufacturers are concerned with quality, but I’ve never seen any conclusive testing, really, on the recycled side,” he says. “I think it’s probably a lot like the aftermarket, where you get stuff that’s obviously

garbage, and then parts that are really no different from the OE part.”

Suffice to say that this fluid situation is far from resolved, and far from crystal clear.

Be sure to check back here in December to find out what industry insiders had to say, when the topic is discussed during the Town Hall meeting at NACE. B

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www.bodyshopbiz.com l October 2010 l Bodyshop 17

October OEM p14,16,17.indd 17

23/09/10 10:12 AM

rental cars

Rental Rules

Finding the balance between customers, insurers, and rental car relations

L

ast October, Bodyshop Magazine sent out inquiries to some of the industry’s network and franchise leaders to find out what they thought about the persistent issue of rental cars, and more importantly, the relationship shops should look to foster with local rental car companies. CARSTAR’s Larry Jeffries, FixAuto’s Steve Leal and CSN’s Larry French all took part in that conversation, and their suggestions primarily revolved around the idea of bolstering CSI scores by ensuring a smooth repair process and an impressed customer.

However, leaving the conversation to only the industry executives was cutting out an important voice in the scenario. So, in an attempt to redress the balance, this year, we reached out to Nicole Wenzel, national marketing manager for Enterprise Rent-A-Car, and Michael White, vice-president, local sales and small business, Avis-Budget Group,

and asked for their take on what makes a great collision shop / rental car company relationship. Here is what they had to add to the discussion.

Bodyshop: Why do you think it is important for a bodyshop to have a solid relationship with a rental car company in the area?

Nicole Wenzel: Your rental car partner can have a positive impact on both your customer service and your bottom line. A solid relationship with a rental car company lets you focus on what you do best. Also, your rental-car partner can help streamline your operations with technology to improve your communications and reporting, making you a more valuable resource to your insurance partners.

Michael White: Having a solid relationship with a car rental supplier ensures that the

shop’s customers move smoothly through the repair process. For most people, car repairs cause stress. Repairs are often the result of an accident with another vehicle, which itself is stressful. People also worry about the cost of repairs. A bodyshop that can help reduce a customer’s stress has an advantage. Making the process of getting a car rental easy and seamless tells customers you can do more for them than just fix their car.

Bodyshop: What’s the best way for a shop to set up that relationship, or approach a local rental business?

Nicole Wenzel: Speaking for Enterprise, it’s as easy as a phone call. We are happy to schedule an appointment to come in and review your needs. We can then design a customized solution, including reservations, pricing, invoicing, and reporting.

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rental cars

Michael White: Simply contact the manager or operator of a car rental facility. Before you do, be sure it is a company that is properly equipped to deliver the service your customers expect. The worst thing you can do is to refer your customers to an operator who leaves them less than satisfied.

Bodyshop: What can shop owners do to keep that business partnership working well? What do you, or your store managers, like to see from your bodyshop clients / partners?

Nicole Wenzel: Communication is the key. In particular, sharing information about your repair volume and setting up a reservations process helps us prepare to meet the demand from a rental side. That way, if you have 10 customers booked for a Monday, we will be ready with 10 rental cars. Another thing that is very helpful is having regularly scheduled meetings to discuss performance and to make any necessary changes to our processes.

Michael White: Meet on a regular basis, in person and/or by phone, to ensure both parties are working closely together so that both sides prosper from their association.

Treat the car rental operation as a business partner that can help you deliver great

service to your customers.

Bodyshop: Are there aspects of the rental car business that you would like collision repair shop owners to better understand? What might it surprise them to learn?

Nicole Wenzel: Shop owners might not be aware of the full range of our capabilities, especially from a technology standpoint. For example, we can provide access to systems to make sure each insurance company’s unique process is followed correctly. That makes what has been a very labour-intensive process much more efficient and less time-consuming.

Michael White: Few people outside of the rental car industry understand the cost structure of a car rental business. Providers with the lowest prices may not always offer the best service or product. To truly satisfy the customer, you need to be sure every aspect of their transaction with you goes smoothly.

Bodyshop owners might be surprised to know car rental operators put a premium on making sure the customer is happy and the shop owner is satisfied with the transaction.

Bodyshop: Are there opportunities for the collision repair business and the rental car

outlet in a given area to work together on business initiatives outside of the standard “I need a car for my customer” dynamic?

What might some of those be?

Nicole Wenzel: We can help an individual shop measure its cycle time against industry benchmarks as well as against its competitors.

We also can evaluate a shop’s business mix to see if cycle time is impacted by factors such as a high percentage of non-drive repairs or large volumes of new and luxury vehicles, which could cause delays in obtaining parts.

And, as insurance companies roll out new processes and programs, we can bring them together with bodyshops to ensure a smooth transition.

Michael White: I can think of several in fact.

Working together with the car rental supplier, the bodyshop owner can make joint sales calls and offer a one-stop solution to insurance carriers and local agencies. They could set up joint exhibits at vendor fairs and other public events, especially those where driver safety is a theme. The shop owner can also ask the rental operator to provide referrals from among rental customers. Together, they could collaborate to provide I-CAR meetings or classes.

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October rental car p18,19.indd 19

23/09/10 9:27 AM

AkzoNobel on sustainability

On the

ROAD Taking the first steps along AkzoNobel’s Sustainability journey

By J.D. Ney

I

n the April issue, we took our first look at a new series of articles Bodyshop Magazine is putting together in partnership with AkzoNobel, to bring you the latest information and best practices when it comes to running an environmentally sustainable collision repair business. Since then, a number of shops across the country have begun taking up the sustainability gauntlet, and have begun their journey down the path towards running, and maintaining, a more sustainable business.

And it really is a pan-business initiative, which might be surprising to some, particularly coming from a paint company. But, when we spoke with the brass at AkzoNobel some months ago, the topic of paint was hardly ever raised.

“One thing we’re working on is a sustain-

ability scan,” said Michael Shesterkin, manager, Sustainability and BPI Car Refinishes, Americas for AkzoNobel at the time. “It’s a tool that owners or managers can use to score their current operation in terms of its sustainability.

It gives people a benchmark of where they stand, and then we can provide ideas and solutions that can be easily implemented to move that needle towards a greater commitment to sustainable business practices. What we see is collaboration with our customers to ideate on ways to lead the industry and think of long-term operational strategies together.”

Far from just a program that concerns itself with the environmentally focused sustainability of waterborne paint conversion, the Akzo program, as a select number of shops that will be profiled in this and future articles

in this series are starting to discover, takes a significantly more holistic approach, and is in fact just as concerned with sustaining your business financially and practically as it is with saving it environmentally, something that often gets lost in the eco-fixated dialogue nowadays.

One shop that is just now on the cusp of taking on the challenge is Fix Auto-Royal Auto Body in Kitchener, Ontario. In business since 1991 and now operated by Ron Reist, the 14,000-square-foot space is, by all usual measures, a thriving business.

In terms of sustainability programs, Reist says they are on the radar, but that his shop is just starting to dip the toe. “We made the switch to waterborne in February 2010,” he says. “We wanted to wait for all of the dust to

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AkzoNobel on sustainability

settle, and when we did, we took a look at the AkzoNobel product, along with a couple of others, and in the end liked the AkzoNobel offering for a number of technical reasons, but also because they just seemed more interested in the personal side of the business.”

As with many busy owners these days, Reist says making the switch mid-stream has been a challenge, but a welcome one. “We want to find ways we can improve, but so far we like it,” he says. “It’s not as fussy as we thought it might be, and now we just have to fine-tune the process.”

And fine-tuning the process is what Reist hopes the AkzoNobel program will accomplish, which is why he’s already had the company’s representatives spend time in his shop.

“As for the sustainability program with Akzo, we’re really looking forward to it, and we’re looking forward to seeing what they can bring to the table in terms of efficiency and overall sustainability. After all of the changes, right now I sometimes feel as if we’re not seeing the forest for the trees. So, we’ve had the AkzoNobel people in here to shadow our operation, see how we do things, and hopefully see things that right now, we just can’t.”

One step further down the path, and clearly impressed with the results of the shadowing exercise in which Reist is currently engaged, is Doug Roberts, owner of Fix-Auto Barrie North.

“We know now, after examining the program, that this is a long-term goal, and in fact, a neverending goal for us,” says Roberts of the admittedly ambitious program. But he’s also quick to point out that although the challenge may seem daunting, it’s also necessary, even for a manager of his experience in the industry. “I’ve been in this business for 32 years, and frankly, I can’t get us further than where we are now,” he says. “When we went back as a team and met with the AkzoNobel people for our launch meeting, you wouldn’t believe the reaction it got, just based on looking at photos of our shop, compared to what it could be. We knew right then that we had to get on board.”

As a result, Roberts and his team have taken the first plunge into a 5 “S” program, which Akzo Nobel has adapted for the collision repair industry, using some common principles in the Process Centered Environment model, as a guide. Kim Roberts, Doug’s daughter and a vital partner in the shop, explains the five-step process, detailing what

Akzo Nobel experts recommend, and what she hopes each step will mean for their business.

1.

Sort: If in doubt, throw it out.

“This is the mantra we plan to use with this very first step,” she says. “This section consists of the team physically sorting through all items in each department to identify what is needed, not needed, or needing repair. In our shop, each department has a team leader, but includes all employees and managers who will work together.”

2.

Set in Order: A place for everything and everything in its place.

“This step means to arrange items for ease of use, or as Akzo Nobel calls it, ‘visible arrangement storage,’” she says. “Each item will be clearly marked or labelled so it is easy to find and/or put away. The intention is to keep tools and equipment close to the work area to minimize employee movement.”

3.

Sweep/Shine: If I clean my own mess, I learn to make less of it.

“This works simultaneously with the first two steps, as you will clean while sorting and setting in order,” she says. “This starts from the lighting and works its way down to the floor.”

4.

Standardize: Fail to plan, plan to fail.

“This can happen after the first three of the five ‘S’s have been implemented,” says Roberts, explaining the Akzo Nobel guidebook. “This is where we should concentrate on standardizing best practices in each work area. This means defining a consistent means of ensuring the first three steps are applied the same way, all the time.”

5.

Sustain: Maintain the gain, forget the blame.

“This is the most difficult ‘S’ to implement and achieve, according to Akzo Nobel,” she notes. “The tendency after this step is to return to old ways. Management must lead by example, as the commitment starts at the top of the organization.”

Roberts says it is vitally important to note that he does not intend to push his team to

The team at Fix-Auto Barrie North is systematizing and sorting their way to a sustainable future.

accomplish these five steps overnight. In fact, he says just this first step, part of a much wider program, will likely be implemented over the course of the next five to six months, but when completed will make a world of difference to their overall process in that perhaps for the first time, every single aspect of the shop will have a process. “It will give us a system in place that can be followed from the moment a vehicle hits the door to when the car finishes the final clean-up. If something breaks down, we’ll know exactly where the problem is,” he says.

Undoubtedly, both Reist and Roberts have put their respective shops on course for significant challenge and potentially some conflict along the way, as the status quo in each workplace is tested and tweaked. However, after breaking the inertia to start the overhaul, the enthusiasm of both Doug and Kim Roberts is encouraging. “We’re bound and determined to do this,” says Roberts. “It’s not the 1960s, ’70s or ’80s any more, and if you want to survive, you’ve got to change. As for us, we’re getting lean, mean, and green.”

Look for the next sustainability update in the December issue of Bodyshop magazine. www.bodyshopbiz.com l October 2010 l Bodyshop 21

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cover

One

of a Kind DRK Restorations wins this year’s Canadian Custom Bodywork and Refinish Award.

22 Bodyshop l October 2010 l www.bodyshopbiz.com

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cover

By J.D. Ney

D

auphin, Manitoba, a somnolent town roughly 325 kilometres northwest of Winnipeg, isn’t the most populous place, with just shy of 9,000 people calling the area home. However, like many farming towns that surround it, Dauphin is home to hardworking, high-minded folk, the likes of which tend to define the residents of Canada’s Prairies. If you need proof, you need look no further than Dauphin’s elementary school and airport, both named after native son William George Barker, a Victoria Cross winner and Canada’s most decorated serviceman.

As a flying ace, Barker was uncompromising, dedicated, and principled, and it’s clear those values have stuck around in the small Prairie town, that this year is home to our second annual Custom Bodywork and Refinish Award winner, Delmar Kanton, who along with his wife Shannon, runs DRK Restorations.

Founded officially in 2002, DRK Restorations has since been responsible for nearly 40 custom cars and one-off hot-rods. But Delmar’s story goes back much further than that, according to Shannon. “Delmar’s 1964 Mercury Marauder started this passion of his. He bought the car in 1981 while he was still in high school, and she has been evolving ever since,” says Kanton. “In 2001, as we were returning from summer holidays, we began tossing around the idea of starting our own business together. We decided that it should be something that he was passionate about—this was right about the time that the restoration industry was really starting to take off. We opened at the end of June in 2002. It’s been an adventure ever since we decided to take that step outside the box—sometimes it feels that we’ve jumped off a cliff!”

For his part, Delmar, who says he always dabbled in the collector car market while he worked at various bodyshops and dealerships, says that at the time, the move was a no-brainer, as he

says he “just didn’t want to spend any more time doing repairs to new cars.”

For the first few years, Kanton’s talent, passion, and dedication to the customer and to the car spoke for themselves, and the company grew to meet the growing demand of people clamouring to have a DRK-produced hot rod or restoration. However, while business boomed for a few years, the recent recession produced a philosophical awakening for the Kantons. Since 2002, DRK had been busily restoring and creating up to four or five cars at a time; Kanton says he worried about the quality of the finished product, as he spent much of his day managing schedules and less time working with the cars. When the recession hit and businesses everywhere took a downward turn, the Kantons say their decision seemed clear.

“With the downturn in the economy last year, we had to re-evaluate the direction of the business, and have decided to go back to our original goal of producing exceptional one-of-a-kind restorations and hot rods, which each have Delmar’s unique touch added to them,” says Shannon.

The back-to-basics decision wasn’t easy, though, and Delmar adds that he tried not to look at it as a step backwards. “It was a very tough decision to make, but in the end, I think it’s best to look at it not as a step backwards per se, but as a step towards our original goal of creating a high-quality product. Before the recession, our growth over the past few years had just exploded, but managing the quality got to be too much. In the end, we decided that we’d rather shut it all down before we turned out a product I wasn’t proud of.”

With a leaner business model now in effect, Kanton is back under the hood most days, but also has some familiar help, as 14-year-old son Mitchell assists with welding and some fabrication, which according to Delmar, is something of a hallmark for DRK. Continued on page 24

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cover

Continued from page 23

“I’d say we do about 95% of all the work in-house,” he says, “from the mechanics, to most of the fabrication, to the custom painting, and everything else I can dream up.”

Given the new company structure, Kanton says he’ll put somewhere between 900 and 1500 hours into most of his projects, which is why he prefers to be the one with the torque wrench, and he also prefers working with an involved, engaged customer. “I definitely prefer the customer to be involved in the process,” he says. “It makes the communications easier, and in the end, it always makes the dollars and cents easier too, especially if there has been a lot of additional fabrication done along the some challenges on the horizon, as the sluggish economy plods way. I don’t think we’ve ever had that ‘just build it’ scenario. along, and a lack of talented young custom car designers will There are always changes and modifications along the way.” threaten to stagnate the industry. “The biggest challenge at the What’s more, Kanton says, in his business, it’s important to moment is finding the next trendsetter that will take the scene walk a tightrope between a customer-is-always-right attitude away from what’s been done,” he says. “Like when Foose started while also injecting his own flair and vision into the project, with big wheels and two-tone paint, everyone started going in convincing the customer to trust his expertise along the way. that direction, and it brought a lot of attention and hype. But “I hope our reputation speaks for itself, for the most part, and it’s also tough, frankly, today to find enough people willing to that a customer will trust me, but it can take a little bit of work spend the money to do things right.” to steer them in the right direction. Sometimes I actually have to fabricate pieces and hold them on the car, so that it can basically scream no, all on its “This is Delmar’s 1964 Mercury Marauder that started this passion of his,” says wife own,” he laughs. and business partner Shannon Kanton. “He bought this car in 1981 while he was still As a wife and business partin high school, and she has been evolving ever since. I’ve always told Delmar that ner, Shannon says the quality of the work in the end is always technically I’m the other woman, as she was in the picture before I came along.” apparent. “A piece of Delmar Under the hood is this 1964 Mercury Marauder 390 DRK Super Marauder six-pack dynoed goes into each one of the cars at 430 hp with 10.75that we have built, and I usually end up a bit emotional 1 compression ratio; each time a vehicle leaves to go Edelbrock alumihome,” she says. “It’s like they num heads; full rollgraduate and go off on their own and you’re always a little er cam; 645 lift; roller concerned about them. With rockers; ARP studs what we do, we develop a relatop and bottom; tionship with each customer that continues long after the 7-quart Milladon vehicle is completed. We strive pan; entire engine is to treat the vehicles like we’d balanced and bluelike ours treated if we had to trust someone else with them.” printed.

Looking to the future, Kanton says there are certainly

Dream Machine

24 Bodyshop l October 2010 l www.bodyshopbiz.com

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Fortunately, Kanton says DRK has a solid pipeline of projects, something he says is vital for a small custom operation. “We don’t have a huge marketing budget or anything, but we do very well via word-ofmouth recommendations, and a lot of it is simply working the phones and beating the bushes,” he says. “We’re lucky, though, in that we’ve always got a couple of projects in line. More importantly, with us, you’ve got to put money down in order to be on that list. That just protects us against agreeing to do a project, and then six months later when we’re ready mirka_net_ad_v2.pdf 1 9/10/10 9:43 AM to start, the customer says he’s not interested. It gets rid of the tire-kickers.”

After the waiting list, DRK clients that go through with a restoration or a one-of-a-kind hot rod can expect to pay somewhere between $40,000 and $130,000 for the final product. But Kanton says it depends on a number of factors, not least of which is how many compromises you want to make along the way. For example, Kanton says one recent client came to him with a 1933 Plymouth and wanted the project completed with all Dodge parts. “The • Vac or Non-Vac guy was kind of a purist, and I’m that way too, but to complete it with all • Aggressive cut rate Dodge, makes it probably three times • Extended product life harder. Most people doing hot rods will • Cleaner environment just find a small-block Chevy and go. In this case, the original plan started off at about $40,000 and finished in around $100,000; as the ideas changed, and the car got a little cooler, we had to constantly re-evaluate.”

Regardless of the bill, clients can also be assured that when they pick up that final street rod or custom-restored classic, it’s been given Kanton’s undivided attention and care, even at the expense of DRK’s expansion and success by conventional definitions. For the Kantons, an uncompromising focus on quality and a personal touch is the very definition of success, regardless of the sacrifice. “If you’re not careful, you can get a production line going, and you lose focus on what you’re doing, and why you’re in this business to begin with,” says Kanton. “You end up kind of like a factory dealership, where it’s just all about having so many cars on the go, just to make the cash work. For me, it’s Mirka’s family of net products include discs, sheets and rolls. about the design. Creating a piece out of 1 - 8 0 0 - 8 4 3 - 3 9 0 4 w w w. m i rk a. co m nothing. That’s what I love to do.”

C

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Y

CM

MY

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CMY

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Innovative net sanding products for exceptional surface finishing.

www.bodyshopbiz.com l October 2010 l Bodyshop 25

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nace preview

New NACE Time,

photo file

Same NACE Place

Canadian Collision Repair Night Last Vegas 2009

Some 400 attended a very successful Canadian Collision Repair Night held alongside the NACE event in Las Vegas in November. Here are a few who stood still long enough for us to take their picture.

October 10-13, 2010, Mandalay Bay Convention Center, Las Vegas, Nevada

T

his past year, the biggest news to come out of the annual migration to the Nevada desert was that the pilgrimage in 2010 would be split in two, with NACE organizers announcing that the 2010 edition of the NACE autobody show and conference and the companion CARS mechanical repair and Auto Glass Week would together form Auto Service & Repair Week (ASRW), and take place October 10 to 13, once again at the Mandalay Bay Convention Centre.

In a statement, Ron Pyle, president and CEO of the sponsoring Automotive Service Association, explained the reasoning behind the move. “It is high time for the automotive service and repair market to be served by a dedicated event that caters directly to professional shop owners and technicians. Automotive Service & Repair Week (ASRW) will focus entirely on automotive service and repair businesses that

are on the front lines serving the motoring public. Every day in America, millions of repairs and services are performed by automotive repair professionals who make decisions about which parts to use, which products or services to recommend to their customers, what equipment they will use to perform those services, and how www.bodyshopbiz.com l December 2009 l Bodyshop 31 and when they will acquire the necessary training and education to maintain their skills and capabilities. At NACE, CARS, and Auto Glass Week they will be welcomed, respected and listened to—because they are the customer.”

To officially inaugurate the re-focused event, the third annual ASRW will hold an official Welcome Reception on Monday, Oct. 11, from 5:45 p.m. to 7:00 p.m.

Previously held near the show floor, this year’s reception will take place at Rumjungle, located inside the Mandalay Bay Hotel. “This event has evolved from

a NACE or CARS reception to an ASRW Reception, which is a significant step forward in uniting these events under the ASRW umbrella,” said Pyle. “We are pleased that CCC Information Services will once again sponsor this event, and we hope everyone enjoys the celebration.”

The reception will again feature complimentary hors d’oeuvres, beverages, and lively music. Tickets for the event are US$60, and are available in the Super Pass registration package or can be purchased in the online registration system for either NACE or CARS. However, before attendees have the opportunity to enjoy themselves at the welcome reception on Monday, there is some serious work to be done, and for that reason, the organizers have announced that ASRW will host an official Industry Forum to discuss timely industry issues, followed by a networking reception, Sunday, Oct. 10, from 5 p.m. to 8 p.m. at the Mandalay Bay Convention Center. The forum and reception will conclude the first day of education at ASRW 2010, featuring the International Autobody Congress & Exposition (NACE) and the Congress of Automotive Repair and Service (CARS) events. Check online for a full breakdown of seminars and events.

Designed as a professional venue to discuss relevant, thought-provoking topics, the Industry Forum will address compelling, current, and even controversial issues that affect the industry.

The ASRW Industry Forum will feature two concurrent 45-minute sessions, one for the mechanical industry and one pertaining to collision repair; a 30-minute break; two additional concurrent sessions (one each for the mechanical and collision repair industries); and will conclude

26 Bodyshop l October 2010 l www.bodyshopbiz.com

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nace preview

with an hour-long networking reception and mixer. Tickets for the ASRW Industry Forum are available for USD$50.

Sponsors of the new forum include the National Institute for Automotive Service Excellence (ASE), the National Automotive Technicians Education Foundation (NATEF), the Women’s Industry Network (WIN), the National Auto Body Council (NABC), the Automotive Management Institute (AMI), and the I-CAR Education Foundation.

Also taking place, prior to the official welcome, is another key event not to be missed for any repairer looking for industry updates, particularly as they pertain to the right-to-repair issue. ASRW will host the National Automotive Service Task Force (NASTF) Fall General Meeting on Sunday, Oct. 10. As its stated mission, the task force facilitates the identification and correction of gaps in the availability and accessibility of automotive service information, training, diagnostic tools and equipment, and communications to automotive service professionals. Members of the automotive service and repair community as well as OEMs and representatives from automotive tool and equipment companies are urged to attend. Although the session is U.S.-focused, Canadian repairers can benefit from valuable insights into how the debate is progressing. Task force business will be conducted, as well as briefs presented by the NASTF committees: Service Information, Equipment & Tool, Communications, Vehicle Security, and Collision.

NASTF’s administrative director, Mary Hutchinson of ASE, says, “NASTF is grateful for the ASA’s support over the years in providing meeting space at ASRW. Holding our Fall General Meeting during this event serves our professional community well by allowing attendees the opportunity to participate in the NASTF meeting as part of their ASRW experience. It’s a great way to maximize the travel investment and help to improve the industry at the same time.”

“ASA is extremely pleased to provide the space necessary for hosting the NASTF meeting during ASRW. The task force does outstanding work on behalf of the entire industry and we value their commitment,” adds ASA president Ron

Pyle. “Through their sophisticated network of services and systems, NASTF’s continued support of the OEMs will serve as a direct complement to ASRW’s OEM participants, including Chrysler, Ford, GM, Honda, and Toyota.”

Attendees looking to take home a little more than just repair and technical knowledge will be pleased to know that on the official opening day of the show floor, Monday October 11, ASRW organizers have announced that notable marketing expert Kelly McDonald will present the keynote address at the Opening General Session, from 8:30 a.m. to 10 a.m., followed immediately by the opening of the NACE and CARS show floor.

Sponsored by DuPont Performance Coatings, McDonald’s presentation, entitled “The Changing Face of Your Business—Inside and Out,” will focus on diversity as a business opportunity and will examine generational, racial, and ethnic effects occurring in the changing automotive service workplace as they relate to employees and customers.

Kelly McDonald is a recognized expert on multicultural marketing and business trends. As a professional speaker, she shares marketing insights and teaches strategies and tactics for cultivating diverse consumers emotionally, rationally, and with cultural relevance. She was named No.1 on the list of “26 Hot Speakers” by Successful Meetings magazine.

McDonald’s speaking client roster includes Harley-Davidson, State Farm Insurance, AAA Travel, BlueCross BlueShield, and dozens of financial organizations and associations.

Tickets for the Opening General Session are included in Super Pass registration packages and can also be purchased separately for US$35.

“Providing timely, relevant education that everyone can apply is a critical element of ASRW,” says Harry Hall, DuPont North America sales manager—refinish.

“That’s why DuPont is so pleased to sponsor Ms. McDonald’s presentation, as we feel everyone will walk away with information they can implement immediately upon returning from ASRW.“ For collision repairers, the organizers of ASRW have, once again, saved the

best for last. Created especially for collision repair professionals, the official NACE Town Hall meeting will be held Wednesday, Oct. 13, from 11:30 to 1:00 p.m. Sponsored by ASA, this event will be a platform to discuss the use of aftermarket parts, a topic that is receiving increased attention thanks to recent missives from Ford, Hyundai, and Honda regarding those companies’ aggressively stated preference for OE parts. The panel discussion, entitled “Is Certification the Best Aftermarket Parts Policy for Consumers and Repairers?”, will include various industry segments and entities that have established (or plan to establish) parts certification programs.

The program will focus on these key questions: • What does parts certification mean to consumers and repairers?

• Has parts certification been effective to date?

• What should determine whether a parts certification program works or not?

• With multiple parts certification programs in place and more in the developmental stages, does this hurt or enhance the effectiveness of certification? Where does the proliferation of these programs stop?

• Would consumers and repairers benefit from a single parts certification program versus multiple programs?

• Should state governments and/or the federal government be involved in parts certification? Why or why not?

Tickets to the Town Hall are US$40, include a box lunch, and are available in the online attendee registration systems for NACE and CARS. “There’s no bigger debate in collision repair right now than aftermarket parts,” says Pyle. “As the pulse of the industry, we realized we needed to allot extra time for this important discussion at NACE.” Attendees of this year’s event who find it a valuable part of their industry involvement and education will be pleased to note that they can already make plans to return to Vegas in 2011, as ASRW recently announced that its 2011 event will be held Sunday, Oct. 16 to Wednesday, Oct. 19, 2011, again at the Mandalay Bay Convention Center. www.bodyshopbiz.com l October 2010 l Bodyshop 27

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workplace health and safety

Now Hear This The Importance of an Evacuation Plan

I

t’s not a pleasant thought, but shop owners and managers from time to time have to ask themselves some tough “what ifs.” Of late, many of those tough questions have likely revolved around the economy, but immediate economic musings shouldn’t get in the way of other important safety concerns, like “what if I need to get everyone out in an emergency?”

To help you set a plan in motion, we look to the gurus at I-CAR for some quick tips on how to plan for the eventuality of an emergency evacuation.

Developing a Plan for Emergency Evacuation Developing an emergency evacuation plan should begin with

an evaluation of the facility. Consider the design of the building, potential hazards, and location of exits. Doing an evaluation may also reveal potential hazards that were not recognized previously.

Consider creating an ERT (Emergency Response Team).

This will involve assigning and training a group of employees to handle emergencies and evacuation procedures. It is important to have an adequate number of employees assigned to the ERT for each work shift and to have vacations properly covered. All employees should be informed of who the members of the ERT are and general evacuation procedures. All employees must follow the instructions given by members of the ERT for emergency evacuation plans to be effective.

Posting Emergency Instructions and Maps Emergency instructions and maps should be posted throughout the facility and be included in new employee training materials.

This may be one or more documents that provide emergency contact numbers, instructions on how to use the building PA system or fire alarms, specific instructions for potential emergency situations, and floor layout maps that show the nearest exit for each posted location.

Emergency contact numbers may include police, fire, ambulance, and local utility companies. In Canada, dialling 911 is sufficient for most emergency response needs.

Include instructions for how emergency situations should be communicated to the occupants of the building. If applicable, ensure that instructions for using the building PA system or fire alarms are provided. Include specific instructions for different potential emergency situations. There are various types of emergency situations and each may require different instructions.

For example, a fire may require evacuating the building, but a tornado will likely require moving to a safe location within the building. Ensure that there are instructions for as many potential emergency situations as possible and include them with the posted information.

Maps should be posted around the facility to show the locations of the nearest exits. Include all levels of the building, if applicable. “You Are Here” points, specific to each map location, may help make it easier for facility personnel to determine the nearest exit more quickly. This may even include a drawn path to the nearest exit, also specific to each map location. Posted maps can also include the locations of fire extinguishers, first aid kits, and eyewash stations for emergencies that may not require immediate evacuation.

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Evacuation Procedures Emergency evacuation procedures should begin with notification. This can be done either by an announcement over a PA system or passed on by word-of-mouth.

The nature and location of the emergency, and the meeting point outside of the building, should be clearly communicated. With the exception of ERT members, everyone should immediately exit the building and gather at the specified meeting point. Be sure that outside emergency responders, such as the fire department, are called during or immediately after the evacuation process.

Inform neighbouring businesses and should be assigned to the designated residents if there is any chance that they meeting area. Duties of this member may be in danger. should include conducting a head At least one member of the ERT count 09BS_10ProTek 9/9/10 10:15 AM Page 1 after the evacuation is complete

and relocating the group if conditions become dangerous for the current area.

Continued on page 30

Jetair Waterborne Drying Systems (AF-08)

NEW!

• 1200 CFM air displacement at working speed • Uses 4-8 CFM • Recommended 100 PSI • Stainless Steel outer shell assures an easily cleaned and rust proof finish

New track system for JetAir fan.

Available in different lengths to fit any size of paint booths.

• Stainless Steel fan blades and aluminum inner shell mean no sparks by static build up • Oil-less, Stainless Steel air motor will never cause booth contamination • Uses warm booth air for faster, even drying; not cold compressed air.

• A must for anybody’s shop using water based paint products

www.pro-teksprayequipment.com

phone: 1-800-361-7956 fax: 1-800-563-9941 www.bodyshopbiz.com l October 2010 l Bodyshop 29

OCTOBER Icar tech p28,29,30.indd 29

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workplace health and safety

Continued from page 29

A facility may want to require guests (anyone who is not employed by the company) to sign in and out at the front desk to ensure that everyone is accounted for in case of an emergency. Guests may include customers, contractors, delivery drivers, or students of a class that is being held at the facility.

Maintenance Maintaining an emergency evacuation plan is just as important as creating

O

one. The assigned ERT should meet occasionally to review these plans to ensure that everyone remembers what should be done should an emergency occur. Company fire drills should also be done to ensure that all employees know how to quickly exit the building during an emergency.

Considering all the hazardous materials most collision repair facilities work with on a daily basis, it is not hard to understand that having an emergency

evacuation plan is important. Having a plan and a designated ERT will help ensure that evacuation procedures are conveyed and followed properly. Occasional review of the evacuation procedures and conducting fire drills will help ensure employees make it out of the building should an emergency situation occur.

Hear it to believe it

ne aspect of workplace health and safety that often gets overlooked is noise level. In fact, even if a shop has a dedicated emergency procedures plan, some accidents can’t be avoided, if employees can’t hear the warning signs. What’s more, studies have shown that prolonged exposure to excessive noise can lead to a myriad of health problems. For this reason, some companies are now looking at reducing the noise their equipment creates, in order to achieve a safer, healthier work environment. “Excessive noise in the workplace poses a risk of hearing loss and other health problems,” says Mike Purtell, strategic channel manager for Ingersoll Rand. “Over a long period of time, hearing loss can be so gradual that it can be difficult to notice. Aside from potential damage to hearing, studies have shown that prolonged exposure to loud noise levels can also cause headaches, fatigue, elevated blood pressure, and even an increased vulnerability to colds and other infections. These are all great reasons for shop owners to consider noise level as part of their health and safety initiatives.”

According to Purtell, there are a number of things shop managers and technicians can do to help. “Routine maintenance schedules for air compressors and other equipment will keep things running as quietly and efficiently as possible. Some of the older air compressors that you see in shops seem to get louder and louder—that’s often due to poor maintenance of

the internal components, which can also lead to leaks, corrosions in the air lines and ductwork, and other problems,” he says.

“In situations where the equipment cannot be improved or replaced, shops can locate the equipment in an isolated or soundproofed area, and whenever people are working in a noisy environment, it is important to use personal hearing protection such as earplugs or earmuffs.”

Purtell also notes that new equipment today is being designed with noise reduction in mind. “New compressed-air technology, like our line of rotary screw air compressors, includes several features that reduce noise. For example, rotary screw compressors run at cooler temperatures, which allow the use of an enclosure on the unit to reduce sound levels dramatically,” he says. “Also, there is a new generation of quiet pneumatic tools on the market that can further reduce noise in a shop environment. This technology reduces sound levels caused by air pulsating through the impact motor with a specially engineered muffler, so the reduction in noise has no effect on the tool’s torque or power.

“Some mechanics have the idea that quiet air tools aren’t as powerful as standard air tools, but this is not the case. For ‘non-believers,’ ask your local IR air tool distributor for a free seven-day trial.”

A safer, quieter work environment should be music to everyone’s ears, and with some procedural changes, you might just be able to hear it, and any emergencies too.

30 Bodyshop l October 2010 l www.bodyshopbiz.com

OCTOBER Icar tech p28,29,30.indd 30

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End the guess work on how to complete your waterborne system with Col-Met TWS…your Total Waterborne Solution. TWS is a combination of technologies, configurations and systems that meet your specific waterborne flash-off requirements. Consult your paint supplier or jobber and ask for their personal recommendation for what fits your specific finishing requirements and let Col-Met fill those needs.

It’s not one idea that’s “made for everybody”, but instead it’s a set of solutions designed just for you. Achieve the optimal waterborne flash-off process with Col-Met’s TWS. EvO Portable

EVO-1 portable tower with rolling stand, includes manual timer for setting cycle time, and doesn’t require extensive air purification system.

EvO Stationary

EvO Pneumatic In-Booth Switch

EVO-4 standard tower system with installed air towers that operate simultaneously or independently, includes in-booth remote starter, and provides retrofit solution for any spray booth brand.

vS Precision remote Control Panel

VS variable-speed system has adjustable timer on control panel as required by paint suppliers, and offers precise control of booth airflow when switching from spray cycle to flash-off cycle.

COl-MET TWS. yOUr SEArCh IS OvEr. Our distributor in Canada: Paintline Products Inc. 800.668.8448 or info@paintline.ca.

Please see us at NACE Booth #N2149.

To find your local distributor in the US, please call 888.452.6684 or email waterborne@colmetsb.com.

www.WaterborneSystems.com

Paintline p31.indd 31

MADE IN USA

23/09/10 8:06 AM

products

New Hunter Website Hunter’s redesigned website condenses vast amounts of information into a streamlined, userfriendly format to ease navigation. Visitors can quickly browse through the wide variety of Hunter equipment by clicking on the product category and scrolling through equipment carousels activated for each product line. The “Help Me Decide” tab provides detailed feature and specification comparison charts for up to three models of an equipment line to help customers in the decision process. Each product page also includes one-click access to videos, feature highlights, and accessory information related to that particular product. At any time, U.S. and Canadian visitors can search for their local Hunter sales and service representatives using the drop-down search panel located at the top of each page. The same panel also allows international customers to access contact information for Hunter’s network of international distributors, covering over seventy countries around the world.

Hunter Inc. www.hunter.com

Noise Reduction The Ontario government has recently intervened in terms of workplace health and safety and acceptable noise levels, passing a law that reduces the acceptable noise level in the workplace from 90dB to 85dB. To help bodyshops conform to the law, Shaver Industries Inc., has introduced its new line of QABA Composite Sound Panels designed to reduce noise levels within the workplace, creating a safer environment for workers and customers alike. With over 25 years’ experience in noise abatement and hundreds of satisfied customers all over Canada, Shaver has the tools and know-how to ensure that your workplace becomes safer and more enjoyable for all.

QABA panels are extremely durable and designed to work in a variety of different manners and environments. They can be fashioned into separator walls, divider partitions, and wall linings, and can withstand temperatures between -29°C and 82°C. The composite panels are a combination of sound absorber and barrier technology designed to provide maximum noise reduction.

With an NRC absorption coefficient of 0.85 and an average STC blocking rating of 33, QABA panels provide effective and noticeable noise reduction.

Often, most unwanted noise in the workplace comes from one extremely loud source. QABA panels can be fashioned into noise enclosures, creating a cost-effective solution that reduces overall noise levels while allowing easy access for frequent equipment use.

Shaver Industries Inc. 888-766-8328 www.shaverinc.com

Durable Flashlights Streamlight, Inc., a leading manufacturer of high-performance lighting equipment, has introduced the PT series of flashlights, designed to give users ultra-compact, lightweight tactical personal lighting tools with up to 180 lumens measured system output and 50 hours of runtime over a distance of more than 125 metres.

“These lights are the smallest and most lightweight in Streamlight’s line of handheld tactical products, yet are powered by a C4 LED to provide super brightness and long run times,” says Streamlight president Ray Sharrah. “The combination of their small size and power LED makes them among the brightest tactical personal lights for their size, useful for repairs or inspections on a shop or plant floor.”

All models feature a C4 LED that is that is impervious to shock with a 50,000-hour lifetime.

All four of the lights are extremely small and lightweight.

The PT 1L weighs just two ounces and measures only 3.35 inches in length, while the PT 2L weighs 2.8 ounces and measures 4.68 inches. The PT 1AA measures 3.97 inches in length, and the PT 2AA is 5.97 inches long. The PT 1AA weighs 2.3 ounces, and the PT 2AA weighs 3.4 ounces.

Stremlight Inc. www.streamlight.com

Compressed Air System Boge manufactures a comprehensive range of oil-free and oil-lubricated screw and piston compressors from 1 to 450 HP, including the C series, which has been specifically developed for the smaller compressed-air user, where a small footprint and low sound pressure levels are a prerequisite. Boge additionally supplies a comprehensive range of compressed air treatment products.

Compressed air quality is extremely important when using waterborne paints. Once sprayed on a surface, waterborne paints will have a layer of water vapour on top of them. To remove this there must be consistent, clean, and sufficient airflow. The volume of air delivered is therefore also critical. There must be a high airflow in order to accelerate the drying process to stop a skin forming on top of the coat of paint.

Boge Compressed Air Systems www.boge.com

32 Bodyshop l October 2010 l www.bodyshopbiz.com

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23/09/10 9:48 AM

Personal standard of perfection Where close isn’t good enough, Standox delivers high-quality German refinish products and leading-edge business systems to help your collision center meet challenges and archive higher levels of success - for maximum quality performance and reputation.

With Standox, perfection is easy. Standox - a leader in Europe, successful throughout the world. www.standoxna.com

The Art of Refinishing

Copyright© 2010 DuPont. Standox® is a registered trademarks of E. I. du Pont de Nemours and Company or its affiliates. All rights reserved.

standox p33.indd 33

23/09/10 10:27 AM

products

PlastiKote Catalogue

Quick Load Liners

The new PlastiKote product catalogue is now available.

Featuring the complete line of premium PlastiKote automotive aerosol paints and coatings, the catalogue also contains sections highlighting non-automotive-specific products from the Valspar and Quikrete lines.

“When we launched the new PlastiKote earlier this year, one of our goals was to provide our customers with an informative and easy-to-use catalogue,” says Lance S. Bunch, category manager of automotive aftermarkets and industrial distribution MRO for Valspar.

“We have achieved that with our new catalogue. The new PlastiKote catalogue gives our customers a great resource that they can use to find out detailed information about our various products.”

The new PlastiKote catalogue features colour-coded table of contents and pages by product group for easy readability, in-depth product descriptions, colour swatches showing various colour options for each product, a section on Valspar brands including AntiRust and Tractor & Implement products, and a section on Quikrete floor coating products.

PlastiKote Inc. 866-222-8714 www.PlastiKote.com

Tregaskiss has expanded its Quick Load liner offering to include three new wire sizes for .030, 1/16-5/64, and .078-3/32-inch wires. Quick Load liners consist of a two-piece system that requires less than half the time and effort for replacement compared to conventional MIG gun liners, and they also ease routine maintenance. The welding operator simply installs the retainer in the power pin on the first use. During subsequent liner replacements, the Quick Load liner feeds through the front of the MIG gun, which can remain attached to the wire feeder during liner replacement. The welding operator needs only to remove the front-end consumables (nozzle, retaining head, and contact tip) and slide the liner over the wire, using it as a guide. There is no need to cut the wire in the MIG gun.

Tregaskiss 1-877-737-3111 www.tregaskiss.com

New Detection Dye

New Metalworking Tool

Technicians no longer have to fret over elusive leaks in petroleumbased fluid systems. Dye-Lite TP-3100 fluorescent dye pinpoints engine oil, hydraulic fluid, lubrication fluid, compressor oil, and gearbox oil leaks easily and efficiently. Simply add a small amount of TP-3100 dye to the system and allow it to circulate for several minutes. Wherever there is a leak, the dye escapes with the oil and accumulates at the site of each and every leak. Scan the system with a high-intensity Tracerline ultraviolet or blue light lamp and the dye glows a bright yellow colour to clearly reveal the exact location of all leaks — even small leaks undetected by other methods. After the leaks have been repaired, scan the system with the light again. If there is no glow, it means that all the leaks were fixed properly. TP-3100 dye can remain safely in the system until the oil is changed, making it ideal for preventive maintenance. Periodic inspections with the lamp will detect future leaks before they can cause damage to the system.

Tracerline 516-333-1254 www.tracerline.com

Walter Surface Technologies has introduced a new tool for metalworking, ideal for tough jobs like weld cleaning and removal, edge breaking, deburring, and blending. EnduroFlex Turbo with its exclusive Cyclone technology combines a unique mixture of abrasive grains with cooling agents that produce the industry’s fastest removal rate plus a uniform finish. Together, Cyclone technology, along with exclusive flap geometry, can guarantee a 36-grit cut rate with a 60grit final finish. In an actual laboratory environment, EnduroFlex Turbo can generate a removal rate (g/min) up to 50% more than standard blending discs. “In addition to helping our clients work better, we believe cost-reducing innovations like Endure-Flex Turbo can actually impact their bottom line,” says Tim Houghton, president and COO of Walter.

Walter Surface Technologies www.walter.com

34 Bodyshop l October 2010 l www.bodyshopbiz.com

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23/09/10 9:50 AM

products

Seam Sealer

Wire Cutters

40377 Heavy Bodied Black Seam Sealer is a versatile, two-component sealer for sealing interior or exterior seams, joints, and voids. It can be applied direct to metal, stays flexible, will not shrink or crack, and is paintable in 60 minutes. The 2K epoxy technology provides superior corrosion protection and chemical resistance. This new product has a working time of 10-15 minutes and is ideal for use on larger jobs and/or in hotter climates where an extended working time is desired. The black colour matches many OEM sealers and any 40377 will hold tooling marks throughout the working time.

SEM Products 800-831-1122 www.semproducts.com

Stripping and cutting wires is made easier with Snap-on’s wire stripper/crimper/cutter (PWCS7). “As with all of Snapon’s tools, the PWCS7 is designed with the end user in mind,” says Gary Petersen, product manager for Snap-on. “Our wire stripper and cutter is easy to use and comfortable in the hand. The heavy cast construction makes it one of the sturdiest wire strippers on the market. This is definitely a must-have tool for every toolbox.”

The Snap-on wire stripper/crimper/cutter (PWCS7) features: compact design, ideally suited for work in confined areas such as under dash or within electrical service enclosures; wire cutter and crimper in front of pivot for maximum ease of use when reaching into tight places; additional second cutter that can be found on inner handle surface; serrated gripping nose for bending, pulling, and shaping of wire; precision-ground stripping holes, allowing easy removal of insulation on 12, 14, 16, 18 and 20 gauge wire; heavy cast construction that is sturdier than some competitors’ stamped models; ability to crimp insulated and bare wire connectors; natural steel finish featuring a tough protective clear coating to help protect against corrosion; and cushion grips to provide comfort and control.

Snap-On Tools 877-SNAPON-2 (877-762-7662) www.snapon.com

Upper Body Bar Chief Automotive Technologies has added its unique Upper Body Bar as standard equipment to its Velocity computerized frame measuring system at no extra charge. The Upper Body Bar extends the reach of Velocity’s laser measuring capabilities to cover the entire vehicle, including roof, trunk, strut towers, and windows, and to facilitate steering and suspension realignment.

Chief measuring systems equipped with the Upper Body Bar are the only products available that can simultaneously measure a vehicle’s steering axis inclination (SAI) on both sides, as well as the vehicle’s lower structure, live.

“Many modern vehicles allow little or no adjustment to the front-end geometry angles other than toe, so the only way to restore their steering and suspension performance is to ensure that any misalignment is diagnosed and corrected during the vehicle repair,” explains Mike Cranfill, vice-president of collision.

“Using Velocity and the Upper Body Bar, technicians can accurately and easily measure suspension angles and lower ball joint locations to identify any suspension damage. This allows them to identify components that should be replaced. As a result, repair quality improves, comebacks from the alignment shop are minimized, and profitability goes up.”

Chief Automotive Technologies 877-644-1044 www.chiefautomotive.com

Weld Lenses Weldcraft offers multiple styles of precision-machined gas lenses to optimize shielding gas coverage and help ensure consistent, quality TIG welding performance. With styles available for both its WP Series and Crafter Series air- and water-cooled TIG torches, Weldcraft’s gas lenses provide current capacity, while also effectively dissipating heat for longer, trouble-free performance.

Weldcraft offers three main styles of gas lenses: standard size, large diameter and “stubby” to fit TIG torches with 10N or 13N series front-end parts. The gas lenses also accommodate tungsten electrode diameters ranging from .020 to 5/32 inches.

Regardless of the style, each gas lens features durable screens that consistently direct the shielding gas flow around the weld puddle, minimizing weld defects and improving productivity. Each gas lens is comprised of high quality materials and also fits competitive TIG torches.

Weldcraft 800-752-7620 www.weldcraft.com

www.bodyshopbiz.com l October 2010 l Bodyshop 35

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photo file

PPG MVP Business Solutions Conference

The PPG MVP Business Solutions Fall Conference attracted some notable Canadians to Disney World for the great program, and provided a little bit of fun too.

36 Bodyshop l October 2010 l www.bodyshopbiz.com

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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. To find out how your organization can be included in this directory and on the web, contact aross@jobbernews.com

REFRIGERANT

AUTOMOTIVE PARTS & ACCESSORIES 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”

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”.

TOOLS & EQUIPMENT

WAREHOUSE DISTRIBUTORS & BUYING GROUPS The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group

Kerr Machine Shop Group Inc.

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

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

WAREHOUSE DISTRIBUTORS & BUYING GROUPS

HAND CLEANERS 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.

Bestbuy Distributors Limited

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

29

JOBBER NEWS / MARCH 2010

advertiser index 3M

15

www.3M.com/Dirtrap

Carstar

40

www.carstar.ca

Collision Solution Network

7

www.csninc.com

Col-Met Spray Booths

31

www.WaterborneSystems.com

Dom’s Auto Parts

19

www.domsauto.com

DuPont Performance Coatings

5

www.cromaxdupont.com

H&S Auto Shot

28

www.hsautoshot.com

Maaco

9

www.maaco.ca

Miller’s Auto Recycling 1992 LTD

16

www.millersauto.com

Mirka

25

www.mirka.com

Ontario Recyclers Association

17

www.GoGreenParts.ca

PPG Industries

11

www.ppgfinish.com

Pro-Spray

39

www.ProSprayFinishes.com

Pro-Tek

29

www.pro-teksprayequipment.com

Sherwin Williams Automotive Finishes

2

www.sherwin-automotive.com/esr

Standox

33

www.standoxna.com

Thorold Auto Parts & Recyclers

16

www.thoroldauto.com

Stay up to date at www. VOCcompliance.com

www.bodyshopbiz.com l October 2010 l Bodyshop 37

from the publisher

Fender Facts When is a Fender not a Fender? When it’s a copy, of course.

Those of you who have had the opportunity to meet me might have been caught unwittingly in a conversation about music and guitars; a few of you even had the dubious distinction of hearing “The Accidents” perform at the Vancouver CCIF mixer earlier this year.

Though at that function I picked up a different guitar, I have been obsessed of late with obtaining a genuine Fender Telecaster. The Telecaster is, of course, the granddaddy of all working man’s guitars, engineered and manufactured rather than crafted; it has been a mainstay of everything from country to rock to punk. Keith Richards is a Tele guy.

Joe Strummer from The Clash was a Tele guy. Bruce Springsteen is probably the Tele guy.

(Heck, even Jimmy Page was a Tele guy up to the early days of Led Zeppelin, when he became the high priest of the Gibson Les Paul Custom, but that’s another story).

The Tele’s simple profile can be seen the world over in bars, basements, garages, and churches.

A friend’s father once told me that any musician has “got to have a Tele in the house.”

So, in my quest to make good on that ideal, I have had many a conversation with a much more practiced player than I, done a whack of Internet research, and have come to discover some simple truths: there are Telecaster lovers and Telecaster haters, and that facts seldom get in the way of such an emotional decision.

For one of the most ubiquitous instruments, this is no surprise.

But what I have also learned is that the simple qualities that made the Fender Telecaster so popular, and the fact of its popularity alone, have also made it the most copied of guitars.

Some of the copies are pretty good. Some are even better than the mass-produced Fender Telecaster, and sell for a lot more dinero.

There is a dizzying set of facts to juggle, but only genuine Fender Telecasters say that on them.

For me, the only one that will do will be a genuine made-in-the-U.S.A. Fender Telecaster and I’m willing to wait for it.

Your business is faced with the same kinds of decisions, and the same array of options, without the luxury of time. Which fender is the right one for the job? Better decide quickly.

I know your body techs only want the best of the best, the genuine article still in its packing wrap, but what it takes to get the job into the shop and out the door profitably might take something else. Like it or not, OE, used OE, and the many levels of aftermarket products are all with us to stay; what is most important is being able to consistently find the right parts for the job.

I think we all recognize this, but we all deserve a little more clarity so we can make intelligent, accurate decisions when a substitution is required. Making what you think is the smart decision, only to find out otherwise, is troubling and, I think, unnecessary.

The recent overtures by aftermarket associations like the Automotive Aftermarket Supplies Association to “reach out” to the automaker to make this case, which is essentially a case for aftermarket quality, are to be applauded. What this issue needs is more dialogue, not less.

But all partners in the repair process need to be included. It is not a simple issue; there are a lot of voices to be heard, not just from suppliers. I’m not sure this is getting through.

I hope that we can enter a new era where quality is measured, and parts of all levels of price and quality are available so that appropriate quality and value can be delivered to all, at a price and profit level that makes sense to all.

B The suggestion that that might happen is, dare I say it, music to my ears.

Andrew Ross aross@bodyshopbiz.com

38 Bodyshop l October 2010 l www.bodyshopbiz.com

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800.776.0933

ProSprayFinishes.com

ProSprayH2O.com

The Ultimate in Refinishing Technology and Value

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23/09/10 10:14 AM

OPERATORS ARE STANDING BY Ian, Mississauga, Georgetown, St. Catharines, @ 905.817.0501 Johnny, Edmonton @ 780.439.0193

Kevin, Belleville, Trenton @ 613.968.1484

Tony, Sudbury @ 705.673.7709

Ezra, Summerside @ 902.436.2603 Peter, Belleville, Trenton @ 613.392.3557

Adam, Burlington @ 905.637.5834

Gianna, Sudbury @ 705.522.5600

Skye, Winnipeg @ 204.633.0035

Tony, Hamilton @ 905.549.4602 Scott, Oshawa @ 905.576.1800

Chris, Calgary @ 403.250.7576

Arnold, Perth, Brockville @ 613.345.5151

Frank, Downsview, Brampton @ 416.633.5652

Mike, Burlington @ 905.634.2321

Lorenzo, Oakville @ 905.847.2595 Peter, Brantford, Cambridge, Orangeville @ 519.753.8957

How great is it to be a CARSTAR Franchise Operator? Just ask one. Contact any one of these multi CARSTAR store owners and find out what it’s like to be part of team CARSTAR. We’re the leader in collision repair. We’ve got great programs and systems to assist you in running your business. We’re great to work with but don’t take our word for it, just ask them. They’ll be happy to give you the straight goods.

If you’d like more information on becoming a CARSTAR franchisee, call us at 1-800-701-9452 ext 289 or email us at franchising@carstar.ca Over 140 locations throughout 10 provinces.

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