June 2011
Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970
PLUS: Can Adhesives Handle the Heat? The Latest Software Technology and more
THE
HOME TEAM
Alex Szabo and the team at Dundas Valley Collision Centre
win the 2011 Bodyshop of the Year
CANADA POST CANADIAN PUBLICATIONS MAIL AGREEMENT #40069240
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Visit www.bodyshopbiz.com
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Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970
contents
June 2011 l Volume 41, Issue 3
Features 18
Tech Talk Just about every shop today is running some kind of shop management software, but the experts say that few are leveraging that software to its fullest potential. Find out what advantages you could be missing out on.
22
Taking the Heat How heat damage affects adhesives, structural integrity and more.
8
Cover Story
12
The Home Team
18
22
Alex Szabo and the team at Dundas Valley Collision is the 2011 Bodyshop of the Year.
In Every Issue 4 6 26
Viewpoint News Products
29 29 30
Advertiser Index Internet Directory From the publisher
visit us at bodyshopbiz.com In the next issue: Our Annual Waterborne Benchmark Survey, Spray Booths, Banners, Networks and Franchises, and more. www.bodyshopbiz.com l June 2011 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
Collision Repair 2030 Sitting in a bodyshop during the winter of 2009, the problem seemed clear, at least in Ontario. No snow and hardly any slick driving conditions had translated into a slow start to the year. Some months later, a presentation from a bigwig economist told the industry that the recession was to blame for lower work volume; people were just driving dented cars, instead of having them fixed. Today, higher fuel prices have many spooked that a reduction in driving mileage will have a similar negative impact on the collision repair industry. Over the past two years I’ve heard a number of explanations from a large number of shop owners and managers. While there’s little consensus as to a root cause, most shops across the country seem to be wrestling with the fact that work orders may not be coming as steadily or as reliably as in days past. But, after years of grasping at straws, or simply trying to place the blame solely on one single element, I think it’s time we took a more holistic approach. Does a dearth of snow in a particular province contribute to fewer collisions? Of course it does; but even with record snowfalls, mandatory snow tire legislation, the proliferation of electronic stability control, traction control, and sophisticated all-wheel-drive systems – once the sole purview of select off-road vehicles – most certainly mitigate the impact of any weather condition, at least as it pertains to the total number of collisions. What’s more, those systems are now found in vehicles at just about any price point, which says nothing of the high-end cars of today – and, by definition, every car of the future – that seek to actively avoid collisions altogether, regardless of driver input. Those systems will surely cut down on more severe high-speed collisions, but increasingly, vehicles are being
equipped with sensors and gizmos that may one day eliminate the most minor fender-benders as well. The future’s not far off. Standard equipment on many large SUVs today includes rear view cameras and LCD screens, bumper sensors that warn the driver of a pending low-speed impact, and let’s not forget the next frontier, the self-parking vehicle already on the roads today. It’s a saviour for those who, inexplicably, can’t seem to parallel-park in any urban setting without incident, but it’s certainly not doing the collision repair industry any favours. I think the important aspect to note in all of this is that there are myriad factors at play here, and they are all pushing the industry towards less work, and not more. It’s no longer enough to simply claim that one season of bad weather or a few months of recession are to blame, when clearly, there is a larger trend. Despite counterbalancing trends such as more cars on the road (and therefore more accident damage to repair), the future holds fewer collisions and not more. Some of the best shops I know seem to have already taken steps towards that changing future. They’re making adjustments such as appealing to performance enthusiasts for paint and body work, and opening mechanical repair operations to be the go-to source for all of their clients’ maintenance needs. In short, they’re diversifying their offerings. Now, I don’t mean to suggest the end of collision repair is on the horizon. Unlike a recent shameless American charlatan, I’m not predicting the end of the world. I’m just suggesting that the world, particularly the one in which bodyshops work, is changing. Remember that the next time a backup sensor stops you from bumping that unseen fencepost. 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. Member of Member of Inc. Inc.
4 Bodyshop l June 2011 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
03/06/11 7:47 AM
Products Change High Standards Don’t DuPont provides the full Low VOC system to meet all of your refinishing needs. DuPont™ Cromax® Pro waterborne basecoat can speed up your operations and increase productivity, without compromising the quality of work you demand. With 1.5 coat coverage, wet-on-wet application and no flash time between coats, DuPont™ Cromax® Pro can help you reach your operational goals. It’s part of a proven integrated range of DuPont Refinish products. A full range of primer and clear coats are available to complement Cromax® Pro for excellent results. Each of the new products has been designed to meet the challenges you face everyday in your shop. To learn more about increasing your productivity, call your local DuPont Representative or speak with a DuPont Customer Care Representative at 1.800.668.6945.
The DuPont Refinish Logo, DuPont™ and all products denoted with ™ or ® are trademarks or registered trademarks of E. I. du Pont de Nemours and Company or its affiliates. DuPont Canada is a licensee. © Copyright 2011 DuPont Canada. All rights reserved.
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news
Open House
C
ARSTAR Markham, one of CARSTAR Automotive Canada’s most progressive collision centres, is on a quest to become one of the leading collision shops in Canada. In fact, in for the month of April, it invited members of the insurance and
collision industry to tour its location to prove it. CARSTAR Markham’s re-invention includes significant changes to improve the production process, the customer experience and employee productivity.
Recyclers Rally for Japan
T
he Automotive Recyclers of Canada (ARC) recently sent CDN$10,000 in relief to its Japanese colleagues in the Japanese Auto Recycling Association (JARA) in an effort to help the auto recycling industry deal with the tragic remnants of the earthquake and tsunami that struck Japan in March. “We made a lot of friendships and connections at the International Roundtable on Auto Recycling in Quebec City last year, and once we heard that JARA members were suffering and having to perform a service for their country by beginning to help clean up the damaged cars that are everywhere, it was easy to give,” says ARC managing director Steve Fletcher. “One recycler’s business
was wiped out, but he is still out there every day helping to move severely damaged vehicles. He has picked up over 1,000 vehicles, but there are estimated to be almost 150,000 vehicles in his prefecture that need to be responsibly retired. It’s almost overwhelming.” The money is to be used for humanitarian relief of JARA members and their families. “On behalf of the JARA directors, I really thank you again, and please give our best regards to all. I will report to you what we have done with your generous gift after we provide your funding to recyclers and others,” said Shigeru Temmyo, JARA chairman, upon receiving the donation.
Jim Shirtliff, the owner of CARSTAR Markham, says he made this investment to ensure his business is sustainable for the future and that his customers, insurance partners and broker partners are getting the industry’s best in service and in quality. From a production standpoint, CARSTAR Markham has adapted many lean processes throughout their operation, and CARSTAR’s Quality System (CQS) is inherent throughout the operation. They have added 2500 square feet of production space and included a drive-in estimating bay, providing the collision team enough space to repair more cars at a time. Reduced cycle times allow the collision team to return the repaired car to the customer faster. In doing so, this ensures that the customer is left with a positive experience overall, including a quality repair and competitive pricing. “We will deliver, and continue to deliver, the best-in-class service CARSTAR is known for to our customers and partners alike,” says Shirtliff. “We also want to build an environment and culture amongst our employees that make them want to be part of our business and this industry.”
6 Bodyshop l June 2011 l www.bodyshopbiz.com
June News p6,8,9.indd 6
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Operators are standing by. Ian, Mississauga, Georgetown, St. Catharines, @ 905.817.0501
Kevin, Belleville, Trenton @ 613.968.1484
Tony, Sudbury @ 705.673.7709
Johnny, Edmonton @ 780.439.0193
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
Chris, Calgary @ 403.250.7576
Tony, Hamilton @ 905.549.4602 Scott, Oshawa @ 905.576.1800
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
Multi CARSTAR Store Owners
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 Franchise Partner, call us at 1-800-701-9452 ext 289 or email us at franchising@carstar.ca Over 150 locations throughout 10 provinces.
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news
Tuner Time K
icking off its inaugural Canadian Tuner Challenge earlier this year, Scion announced a competition for tuners to submit their world-class designs for the ultimate customized 2011 Scion vehicle. Of the initial entries, three regional teams of Canadian tuners have now been selected to move on to the next phase of the contest. Over the next few months, the three teams will take their skills for creating stylish, performance-driven, unique vehicles to new heights, as they get to work modifying one 2011 Scion vehicle each. The chosen teams have each received a new 2011 Scion to modify—either a tC, xB, or xD—plus $10,000 and unlimited access to Scion-authorized accessories and the Toyota Racing Development (TRD) catalogue of accessories for their modifications. They have three months to build their cars. They’ll then show off their creations at Importfest, first in Toronto on August 27 and then in Montreal on October 1, where the team with the best modified Scion vehicle, as chosen by a panel of judges, will be
crowned champion. The winning car will be sent in early November to SEMA in Las Vegas. The winning team will also take home $5,000. The three finalist teams—selected by a panel of judges based on a number of criteria, including overall creativity and complexity of the build, originality, and passion for tuning—are: SR Auto Group (Richmond, B.C.)— this team of eight led by Tony Yuen will be customizing a Scion xB; Camo Customs (Lachine, QC)—the tandem team of Shawn O’Donnell and Benoit St-Cyr will be working with a Scion xD; and Team TDS (Toronto, ON)—led by Arthur Chiang, this team of seven will be customizing a Scion tC. “All three entries are unique and incredibly imaginative. We’re confident that whichever team emerges as the champion will stand out at SEMA this year, showing off their exceptional
ASRW Muscles Up
A
utomotive Service & Repair Week (ASRW) is pleased to announce a new partnership for 2011 with the Muscle Car Network of Florida. ASRW, comprising the International Autobody Congress & Exposition (NACE) and the Congress of Automotive Repair & Service (CARS), is scheduled for Oct. 6-8 at the Orange County Convention Center in Orlando, Fla. (with the education tracks scheduled to begin Oct. 5). The Muscle Car Network plans to display approximately 80 vehicles on the ASRW show floor at ASRW during the Expo. The display includes rare, exotic, and hot-rod vehicles that belong to members of the network. Additionally, the Muscle Car Network plans to make a
donation to a local automotive charity on Saturday, Oct. 8, to further education and training for the next generation of automotive service and repair professionals. “Our audience has a true passion for automobiles, and we know they’ll appreciate this collection of vehicles. We’re pleased to be partnered with this group, and to have something new and exciting to offer at the show this year,” says Ron Pyle,
talent on a world stage,” says Larry Hutchinson, director of Scion in Canada. “These finalists have demonstrated the true nature of Scion as an expression of style and performance on wheels. In fact, with 16 new Scion Authorized Accessories and TRD performance parts coming to Canada this spring, Scion owners everywhere can customize their own vehicles, too.” Scion fans can follow the progress of the three teams over the coming months by visiting a newly launched website that is dedicated to the contest, www.tunerchallenge.ca. The site will have all kinds of behind-the-scenes photos and information so interested Canadians can track the builds in detail. Visit www.tunerchallenge.ca to also enter for a chance to be Scion Canada’s guest at SEMA 2011. The lucky winner will receive a trip for two to Las Vegas, including exclusive access to invite-only Scion parties.
Automotive Service Association (ASA) president and chief staff executive. “We’re grateful for the opportunity to give back to the local Orlando-area community in appreciation of our time there.” “This is a win-win for everyone involved. We’re excited for the opportunity to show off our ‘pride and joy’ to the industry professionals who attend ASRW,” says J.R. Goodman, Muscle Car Network executive director. “Our group loves giving back to our community, and we’re especially pleased to contribute back to our local community, as well as to the education of future automotive professionals.” Visit www.ASRWevents.com for updates on ASRW and the Muscle Car Network.
8 Bodyshop l June 2011 l www.bodyshopbiz.com
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news
High Voltage
C
ollision repair shops across the country should start getting familiar with the complex electronic systems of the next generation of eco-friendly vehicles. Starting in May, participating Chevrolet dealers in seven key launch markets across Canada began taking orders for the all-new 2012 Chevrolet Volt. With an MSRP starting at $41,545, the Chevrolet Volt is the industry’s first electric vehicle with extended range capabilities. Unlike other electric vehicles in the market, the Chevrolet Volt will never leave anyone stranded with a depleted battery. “The Chevrolet Volt is an award-winning, leading technology recognized as the only electric vehicle that can meet all your driving needs,” says Kevin Williams, president and managing director, GM of
Canada. “The Volt delivers it all: dramatic greenhouse gas reductions, a revolutionary propulsion system, progressive styling, spirited driving dynamics, and industryleading safety, premium amenities, and user-friendly technologies.” The Volt will initially be available to retail customers in the marketing areas of Vancouver, Victoria, Toronto, Oshawa, Ottawa-Gatineau, Montreal, and Quebec City, in the third quarter of this year. Within twelve months of the retail launch, Volt will be available at dealerships nationwide. It will be offered in one very well-equipped standard trim level, along with two option packages: a Premium Trim Package and a Rear Camera and Park Assist Package. The Chevrolet Volt is not a hybrid. It
is a one-of-a-kind, all-electrically driven vehicle designed and engineered to operate in all climates, with a range of up to 580 km. Powered by GM’s revolutionary Voltec propulsion system, it consists of a 16-kWh lithium-ion battery pack and electric drive unit that provide pure electric range between 40 and 80 km, depending on terrain, driving techniques, and temperature. A 1.4L gasoline-powered engine extends the range up to an additional 500 km on a full tank of fuel by operating the vehicle’s electric drive system until the car can be plugged in and recharged or refuelled. This distinguishes the Volt from electric-only vehicles, which cannot be operated when recharging is not immediately available—such as during a power interruption or on a longdistance trip. “The Chevrolet Volt makes the electric driving experience as productive, efficient, intuitive, safe, and fun as any premium vehicle its size in the market today,” says Marc Comeau, vice-president of sales, service, and marketing, GM of Canada. Every major element of the Volt was designed and analyzed for efficiency, including its highly aerodynamic exterior, lightweight wheels, specially designed tires, energy-saving premium stereo system, and more. This attention to detail makes the Volt one of the most aerodynamic and energy-efficient vehicles in the market.
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June News p6,8,9.indd 9
06/06/11 1:18 PM
rick berg invitational
Event Focused on Raising Epilepsy Awareness
The industry recently gathered at a London golf course to mark the passing of long-time industry notable Rick Berg, who succumbed to Sudden Unexpected Death in Epilepsy Patients (SUDEP), a little-understood phenomenon, and to raise funds for the Epilepsy Support Centre in London, Ont., which will be named in his honour. The 3M employee was instrumental in many important industry projects through his work with the Automotive Industries Association of Canada as well as other organizations, and the impact of his life on others was apparent in the strong support that the inaugural fundraising tournament received. A strong crowd turned out for the Rick Berg Invitational However, at the request of the organizers and Rick’s family, rather than to raise funds to further epilepsy support initiatives. detail golf winners and prizes here — suffice it to say that everyone enjoyed a great day and raised many dollars for the cause — Bodyshop Magazine presents important facts about epilepsy and what to do in case you encounter someone experiencing a seizure, in the hope that raising awareness will help others in the future. For more information on making donations in Rick Berg’s name, contact the Epilepsy Support Centre at 1(519)433-4073, 1(866)EPILEPSY, Fax: 1(519)433-4079, or support@epilepsysupport.ca. -– Andrew Ross, Publisher
What is Epilepsy? E
pilepsy is a neurological disorder – a physical condition that causes sudden bursts of hyperactivity in the brain. This hyperactivity produces “seizures” that vary from one person to another in frequency and form.
A seizure may appear as: • a brief stare; • a change of awareness; • a convulsion. A seizure may last a few seconds or a few minutes.
Epilepsy: • is not a disease; • is not a psychological disorder; • is not contagious. Causes In approximately 60-75% of all cases, there is no known cause. Of the remaining cases, there are a number of frequently identified causes. Identifiable Causes • brain injury to the foetus during pregnancy; • birth trauma (lack of oxygen); • aftermath of infection (meningitis); • head trauma (car accident, sports injury, shaken baby syndrome);
• alteration in blood sugar (hypoglycemia); • other metabolic illness (hypocalcemia); • brain tumour; • stroke. Is there a Cure? Although treatments are available to reduce the frequency and severity of seizures, there is no known cure for epilepsy as yet.
Seizure First Aid Seizures are often unpredictable. They can occur at any moment, in any place. Though they may look life-threatening, seizures are usually not medical emergencies. Most end naturally after a few seconds without ill effects, and do not require emergency care. Following the seizure, the person may need a brief rest period, and will soon be able to return to his or her normal activity. First aid procedures for seizures are simple and easy to learn, but many people are unaware of what to do. The most dangerous first aid myth is to stick something in the person’s mouth during a seizure. One should never stick anything in the mouth, as this can seriously injure the person. There are proper first aid measures to take for convulsive and non-convulsive seizures. If this is a first-time seizure, observers can help provide vital information for the doctor or neurologist. This can be very helpful in making a diagnosis of epilepsy, and in identifying what type of seizure is occurring.
Steps to follow during a tonic-clonic (grand mal) seizure: • Stay calm. • Prevent injury by ensuring there is nothing within reach that could harm the person during the seizure. • Time the seizure; if the seizure continues for longer than five minutes, call 911. • Try to make the person as comfortable as possible, e.g., laying a jacket as a pillow under his or her head. • Keep onlookers away. • Never attempt to restrain the person, as both people could become injured during the seizure; remember to consider your safety as well. • Never put anything in the person’s mouth. Contrary to popular belief, persons having a seizure are incapable of swallowing their tongue. Attempting to force a foreign object into someone’s mouth during a seizure can cause serious damage to the gums and teeth. • Do not give the person water, pills, or food until fully alert. • Be understanding and supportive, and offer to take the person to a place where he or she can relax. • Turn the person on his or her side; it is easier to breathe and this allows for any saliva to drain. For more information, visit www.epilepsyontario.org or contact your local epilepsy organization.
10 Bodyshop l June 2011 l www.bodyshopbiz.com
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bodyshop of the year profile
THE
HOME TEAM
For Dundas Valley Collision Centre, success takes a village
By J.D. Ney
D
undas, also known as the Valley Town, is the very defi-
we rented a small place, and there were just two of us working,”
nition of small-town Ontario. In fact, several Hollywood
Szabo says of the company’s humble beginnings. But it soon
directors have peered through cameras at its picturesque
became apparent that the small repair space wasn’t going to
landscape and early 20th-century architecture as small
hold the booming business, and Szabo leapt into expansion
town anywhere, standing in for U.S. and Canadian towns
mode. “Eventually we bought the building and were able to
for film and television. It’s in this bucolic setting that Alex Szabo, owner of Dundas Valley Collision, started his repair business in 1979. “At first
take over the building next door, as well as purchase the property next to that as well,” he says. “So in 1991, we were able to build our 11,000-square-foot facility.” Continued on page 14
12 Bodyshop l June 2011 l www.bodyshopbiz.com
JUNE Cover story p12,14,16 .indd 12
09/06/11 9:59 AM
Wanda Makes a Splash. With Wanda Waterbase, VOC compliance is made easy. When Wanda makes an entrance, everyone takes notice – and that’s especially true with our new water-based product. Wanda Waterbase is a VOC compliant basecoat system that gives you segment leading comprehensive color documentation, simple mixing ratios and “right-the-first-time” color matching. You get the look and performance you want at an unbelievable value – making Wanda Waterbase a “green” choice in more ways than one. No wonder Wanda is one of North America’s fastest growing car refinish brands! Wanda Waterbase — Smart Look. Smart Choice!
For additional information and availability in your area, visit us at www.wandarefinish.com
08/06/11 Wanda Waterbase_Single Page Ad_Bodyshop Professional (April_May 2011)_Trim Size: 8.375”w x 11.125”h_with Bleed_4CP
Akzo wanda p13 .indd 13
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bodyshop of the year profile
Continued from page 12
Today, that facility employs five technicians, two more in the office, one marketing specialist, and a clean and prep worker. Add to that list Szabo himself, along with a host of apprentices when available, and you have yourself a well-oiled machine; and that’s just the way the owner wants to keep it, which is why he invests so heavily in the latest technologies and the best training for his people. While some might struggle to find success in the small tightknit community, Szabo says it wasn’t always easy, but he also knew that the nature of the collision business was such that avoiding community involvement was the fastest ticket out of town. “Along the way, we’ve been very happy and proud to be so involved in the community, in a number of ways,” he says. “This focus has worked out well in our small town, which is a very special, community-minded place.” Over his 32-year career in the community, there is plenty to be proud of. “We’ve been a sponsor of the Youth Volunteer of the Year award here for 12 years now, we helped build a youth drop-in centre, and we host golf tournaments for charities like the United Way,” says Szabo. As seems customary with the affable but straightforward owner, one gets the impression that charity work and community involvement are not a burden for the business but rather an extension of it. In fact, Szabo fields questions about his multiple charitable contributions as if he simply doesn’t understand doing things any other way. Fortunately, while Szabo himself is too humble to prattle on about work in the community, others are more than willing to lend a voice. “It’s important to acknowledge Alex’s extraordinary
commitment to this community, through his Service Club work and his ongoing sponsorship of the Dundas Youth Volunteer of the Year Award,” says Ted McMeekin, the local member of provincial government. “Since 1994 the youth award grants a special financial scholarship, provided by Alex and his company, which has inspired young people to live lives of public service. Alex has been truly making an important and lasting difference through his many good works and particularly his affirmation of Dundas youth.” The team at DVCC certainly lends much of its time to the community at large, but it’s also intimately connected with the broader collision repair industry as well. Far from operating in his own bubble, Szabo has long been a public advocate for the sector, sitting on multiple association boards and committees over the years. As a past president of HARA (Hamilton District Autobody Repair Association), he says he was given the opportunity to both learn more about the business, and work to improve it. “I certainly got to know some fabulous shops and their owners,” he notes. “One important project we worked on at the time was after then premier Mike Harris asked the industry to organize and elect a board to design a self-management and selfregulation program.” Szabo would spearhead that task force, which became the Collision Industry Standards Council of Ontario, and says the group designed a program that was brought before the legislature. While in the end, Szabo says the political will at Queen’s Park was too scant to truly take the collision industry’s recommendations – the bill that the council helped produce was Continued on page 16
14 Bodyshop l June 2011 l www.bodyshopbiz.com
JUNE Cover story p12,14,16 .indd 14
09/06/11 10:10 AM
BSC060111_Layout 1 5/5/2011 7:47 PM Page 1
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Yellow-Film
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Super Assilex PF Premium SUPER-TACK Discs
High Performance Series Premium abrasives for fast cutting power, Flexible bonding increases the cushion effect and minimizes deep scratches. Grit Range: P80 to P600
Come visit us October 6 - 8, 2011 Booth #: 1148 Orlando, FL
Eagle Abrasives, Inc
Eagle p15.indd 15
Discs & Sheets
True TopCoat DRY sanding with speed and ease. Removes orange peel, nibs and runs with a Superb Uniform Finish. Grit Range: P800 to P1500
Perfect for Blending, Scuffing and light sanding. An excellent choice for the next generation painting technology TODAY ! Sky: >P500 Lemon: >P800 Orange: >P1500
Come visit us November 1 - 4, 2011 Las Vegas, NV
www.EagleAbrasives.com
Achieving quality through consistency
Tel: (888)68-EAGLE
03/06/11 7:22 AM
bodyshop of the year profile
Continued from page 14
passed but not enacted – Szabo maintains the work was worth the effort. “At the time, it could have really helped the industry, because the biggest issue was proper licensing procedures,” he says. “The bill would have ensured that all technicians were properly licensed, along with a universal code of ethics that would have ensured that all shops meet a minimum standard of service.” What’s more, the spirit of industry self-regulation, an idea Szabo fostered while leading CISCO, factors heavily into the way he does business every day at DVCC. Not one to wait for the provincial government to force him into investing in the future, Dundas Valley Collision Centre converted to waterborne paints some two years before the legislation demanded it, becoming the first shop in the area to do so. And, what’s more, when it comes to making sure his technicians and employees stay up to speed with the latest trends and innovations, Szabo says training and constant learning is a top priority. With the help of industry partners PPG, in 2010 alone, Szabo says employees took courses in shop management, environmental procedures, air conditioning, and marketing training. Even a short conversation with Szabo reveals the importance he places on building and fostering lasting relationships. And Szabo doesn’t just see the relationships with his community, his customers, and his fellow collision repairers as being of the utmost importance. In an industry that, let’s be honest, often pays only lip service to the positive working relationship between repairer and insurer, Szabo charts his own course, attaining astonishing results in the process. Recognizing the inevitable influence of insurance companies in the collision repair business, Dundas Valley Collision made a point of reaching out to members of the insurance industry with more than simply a list of CSI scores and KPIs. “In 2010, Dundas Valley Collision offered free RIBO (Registered Insurance Brokers of Ontario) training to some ninety insurance professionals in the Greater Hamilton area,” says Szabo. “Each RBIO course offered is three hours in length and is worth three RBIO credits. Brokers are required to take RBIO courses each year so that they can sustain their insurance broker accreditation. Each attendee to the sponsored and hosted courses received a complete set of course notes and a RBIO certificate upon completion,”
says Szabo, adding, “The certificates were personally delivered by DVCC staff to the attendees.” While the connection to the insurance agents in the area may seem like a small gesture, it’s certainly not going unnoticed. “I have always recommended them [DVCC] because of the friendly and professional service they provide and continue to do so,” writes Frank Bozzo, branch manager with Mainway Hunter and Creighton Insurance Inc., in a letter of support. “More important to me is that they have been very helpful. These seminars are conducted onsite at the collision centre, which gives us a firsthand look at how the operation works… I can honestly say that I have learned so much more about our industry because of these seminars and I can’t thank DVCC enough for their time, generosity, and for their support.” In the end, the last few years have been challenging but rewarding times for Szabo, a proud father of three daughters, who says he spends his time away from the shop either on the golf course or with his family. With a solid plan for growth over the next five years, which included the opening of Dundas Auto Glass in 2010, the future looks bright for this shop in the Valley Town. And, so long as Szabo is at the helm, you know the shop’s role in the community and the industry will remain a hallmark. “Relationships are the biggest part of this business,” he says. “Our industry is not just about brand awareness. People don’t just come to your shop because they see an ad on television. You have to be involved and a part of the community. You have to be at the forefront.” Even in small-town Ontario, that’s exactly where Dundas Valley Collision Centre intends to stay.
16 Bodyshop l June 2011 l www.bodyshopbiz.com
JUNE Cover story p12,14,16 .indd 16
09/06/11 10:11 AM
The mind-blowing technology behind the jaw-dropping beauty. You can’t see the advanced science that goes into Spies Hecker Permahyd Hi-TEC basecoat. But it’s impossible to miss the superior results. The unique formulation creates dramatic looks in less time — so your shop can keep time in the booth to a minimum while delivering spectacular results. ®
1-888-371-3313 (prompt 9)
®
®
Spies Hecker and Permahyd are registered trademarks of E.I. duPont de Nemours and Company or its affiliates. DuPont Canada is a licensee. Copyright © 2011 DuPont Canada. All rights reserved.
®
Spies Hecker p17.indd 17
06/06/11 9:20 AM
shop management software
Tech Talk Bodyshop magazine asks the experts about the latest in software technology. By J.D. Ney
C
hoosing the right shop software can be a daunting, not to mention expensive, task for many owners today. With the myriad options available, Bodyshop magazine asked Mike Jerry, vicepresident and general manager, Canadian operations for Mitchell, and Frank Turlep, CEO, Summit Software and Mobile Solutions, Inc., for their take on some of the key factors. Bodyshop: What are the latest features and capabilities for shop software today? What can I do today that wasn’t possible a few years ago? Mike Jerry: One of the prevalent trends for shop software is the consolidation of features and functionality within a cohesive shop workspace or platform. In the past, shops have had to install, run, and update numerous applications just to perform the necessary operations and documentation for a single repair job. Now with solutions like Mitchell RepairCenter, shops can manage the entire repair process and access the business management tools they rely on to measure and improve shop profitability and performance from a single workspace. Today’s business management technology allows shops to work smarter and leaner by offering integration points with commonly used software like accounting systems, and advances in mobile technologies allow managers to access vital shop data from virtually any location. Frank Turlep: There are many new and exciting features and capabilities in today’s shop software. For example, shops can now use digital cameras, smartphones, and tablet PCs to take photos or videos and send them to
specific assignment, estimate, or repair order files wirelessly. This improves documentation and office productivity dramatically. From a consumer and insurer communication perspective, some shop management systems automatically send emails, text messages, and website vehicle status updates when office personnel or technicians “move” vehicles through a standard repair process configured in the software. What’s more, everyone likes to know how they are performing, especially technicians. Today we provide shop floor “scoreboards” that provide technicians with “live,” up-to-date process, production, and performance results, so they know how they and the business is performing. New shop management software now allows shops to measure the efficiency of a shop’s business processes. In the past, shop management software measured technician efficiencies, but with many of today’s shops moving to a Lean operating model, it is very important to measure shop process efficiencies instead of just individuals. Bodyshop: What would you say is the most underutilized function or capability of the newest shop software? Frank Turlep: Digital documentation – Most collision repairers are very uncomfortable eliminating the use of “file folders.” While many shops are attaching images and scanning in some documents, there is so much more that can be done to eliminate paper and inefficient processes, improve documentation, and improve customer service by moving to a digital operating model. Video check-ins and deliveries – By using digital videos to record vehicle check-ins and deliveries, shops reduce the number of
incidents where the consumer states, “That dent was not there when I dropped my car off.” It also helps the estimator write a better, more thorough repair plan, improves shop documentation, and allows the shop to share before and after videos with the consumer via email, DVD, or YouTube. Audio recording – This capability can dramatically reduce any questions about “who said what, when.” As long as a shop has nothing to hide and follows provincial laws, this capability will dramatically improve their documentation. Digital marketing software integration – Most collision shops do not understand the importance of digital marketing. The typical repairer has done a very poor job of collecting consumer email addresses and mobile phone numbers so they could use them for future digital marketing activities such as email, text, customer surveys, invitations to their Facebook page, and more. Bodyshop: What are most shops looking for today when it comes to software needs? What do you think they should be looking for? Mike Jerry: I think that most shops experience a variety of different pain points and challenges, so when they look to technology to help them overcome some of these challenges, it usually depends on what issue is causing the most pain. Some shops may face challenges around parts management, while others may struggle to determine shop profitability, and some shop managers may be more focused on reducing cycle times. It’s important that you not only find a solution that fits your current needs, but one that is flexible, so that as your needs change new features and functionality can be added. RepairCenter offers more Continued on page 20
18 Bodyshop l June 2011 l www.bodyshopbiz.com
JUNE software p18,20.indd 18
06/06/11 1:42 PM
Behind every great bodyshop owner stands a great paint brand.
Go Smart, Go Profitable, Go PCE. When Brad Zara decided his shop, Zara’s Collision Center, needed an effective approach to building a business model that was more sustainable; he had options, but only one good choice. He chose the Process Centered Environment (PCE) approach from AkzoNobel. PCE is the only process centric solution that focuses on the needs and unique issues found in the collision repair industry. Each practice… each procedure… is designed to reduce waste, enable efficiency and generate results that provide sustainable and profitable business. So make the next PCE success story your own. Visit us on the web at www.paintitwithwater.com.
CREATING TOGETHER
Akzo_BSPcan_ad1a.indd 1 Akzo ad p19 .indd 19
4/7/11 2:10 PM 03/06/11 7:31 AM
Continued from page 18
Save time Save money
The most advanced autobody part ordering system • OOrder d parts from your local suppliers • Add new suppliers easily • Part list extracted from any estimating systems • Request price quotes from multiple dealers • Data is controlled and owned by you • Secure transactions
Get off the phone Get in the shop
choices and integrations with more other commonly used software applications than competitive offerings – which at the end of the day provides more control, which is something all shops are looking for. Bodyshop: What questions should I ask before buying any system? Mike Jerry: Great question! Questions that will help you determine whether a particular software vendor is the right fit for your shop should explore three key areas: the vendor’s financial viability, the vendor’s solution viability, and the vendor’s commitment to the industry. Examples include: How long have they served the industry? How many shops use their technology solutions? What’s the background of their sales and education personnel? Is there local representation? Do they attend and support industry events? It’s also essential to find out about their training and support options. Do they offer online support and training options? How many training days are required? Frank Turlep: Why should I purchase your software? Can you provide me with a list of referrals? Do I have to sign a long-term contract? (If yes, just say no.) Shop management software companies should be required to earn your business daily, weekly, monthly, and yearly, and not lock you into a non-cancellable agreement or one with a major buy-out clause. Please describe your training in great detail? (Remember, most shops will need to change their business processes to benefit from new software. If the training does not include process consulting, the shop may not get the full benefit of the software.) Who owns my shop management data? (Remember a shop’s data is the basis for its competitive advantage.) A shop management system compiles extremely valuable operating data. The shop should have the option to store its data where it wants to, not be forced to have it hosted by the shop management system company. If I switch to another system and want all of my data in a format I can reimport into another system, will you do that and put it in writing? If your system does not deliver all the things I want in X number of days/weeks/ months, can I cancel my agreement? Will your company allow our business to use the software for 30/60/90 days prior to purchasing the software? Please describe your company’s support processes? How often is your software updated?
Bodyshop: How can I use software to boost my Key Performance Indicators? Mike Jerry: The complexity of managing and reporting on sales, marketing, profitability, productivity, job status, and cycle time numbers can be substantially reduced with the help of today’s technology. You can use solutions like RepairCenter to do the heavy lifting for you by providing reports that summarize your job cost data by department, and provide real-time data so that you have visibility into how current jobs are tracking to reach your targets. Reducing waste is another key factor in boosting your KPI performance, and RepairCenter helps by eliminating the need to re-key data and by putting the proper repair procedures into the hands of your technicians to reduce rework and increase customer satisfaction. Frank Turlep: Parts margins – If the shop does not have a management system, this is the first place I tell them they will see a major improvement. Cycle time improvement – If this is not measured, how can it be improved? There is a universal law that states when something begins to get measured, there is an immediate 15% improvement. Labour profits – Just like cycle time, labour profits will improve when measured. Quality – By integrating quality checklists as part of the process, re-dos and comebacks will decrease. CSI – By incorporating multiple ways to communicate with the consumer and insurers (email, text, Facebook, Twitter, a shop’s website, etc.), the shop is giving the customer the choice of how he wants to be communicated to. This alone will dramatically improve a shop’s CSI. Reduction in administrative expenses – This equates to improved net profits. This can be accomplished by automating/eliminating non-value add administrative processes such as unnecessary phone calls, making copies, using file folders, lost paperwork, etc. Bodyshop: How can updating my software provide a solid ROI? Mike Jerry: The adoption of new technology to improve your shop’s performance and profitability can provide a very solid ROI if you follow a simple principle. Attack the areas of your business that need improving the most, first. If you follow this principle, as your shop’s performance improves it will be in an area where the opportunity is large and you will see a more significant return in a shorter time frame.
20 Bodyshop l June 2011 l www.bodyshopbiz.com ezpart_vertical.indd 1
JUNE software p18,20.indd 20
08/06/11 09:24:01
08/06/11 10:29 AM
Standoblue
®
Perfection isn't an ideal. It's a destination. We share your passion for perfection. That's why we created the Standoblue® basecoat system: to put great paint in shops that elevate refinishing to an art. It's also why we developed best-in-class color tools specifically designed to help master craftsmen achieve an exact color match—each and every time. And, it's why our team of experts is dedicated to providing shops like yours with outstanding training and technical support. See how close to perfect a basecoat can be. 1-800-551-9296 (prompt 7)
®
®
Standox and Standoblue are registered trademarks of E. I. du Pont de Nemours and Company or its affiliates. DuPont Canada is a licensee. ©
Copyright 2011 DuPont Canada. All rights reserved.
standox p21.indd 21
The Art of Refinishing.
03/06/11 7:24 AM
I-CAR tech tip
Taking
the Heat
How heat damage can affect adhesives, structural integrity, and more
W
ith the rate of total-loss vehicles on the rise, it’s possible that shops across the country don’t get a great deal of call for work on cars that have seen extreme heat damage. But if you do, and you’re out of practice on the various inspection criteria or areas of concern, here’s a refresher course from the technical gurus at I-CAR.
The Problem with Heat Stationary glass, especially the windshield, is part of the vehicle structure. It contributes to the strength of the roof and pillars, and helps keep occupants from exiting the vehicle during a collision. Completely shattered glass or cracks where the glass was struck are examples of easily identifiable glass damage. However, the overall structural integrity of a stationary glass assembly may be adversely affected when exposed to excessive heat from a vehicle fire. This type of damage may not be recognized as easily. Although some vehicle fires are caused by collisions, many are not. Other causes for vehicle fires include faulty wiring (see Figure 1), fluid leaks, the exhaust system, smoking, and vandalism. A vehicle may also be exposed to excessive heat or fire if it is parked near a burning building or another vehicle. A vehicle that has been damaged by fire requires a close inspection of stationary glass, even if there are no obvious signs of damage. Heat-damaged parts, adjacent to stationary glass, may indicate that the glass should be inspected further (see Figure 2).
Figure 1
Glass Inspection Inspecting stationary glass on a fire-damaged vehicle may include checking for a smoky haze or stain that cannot be removed using conventional glass cleaners and techniques. Permanently stained glass should be replaced because the reduced visibility is a safety hazard. Also look for signs of delamination on laminated glass. Delamination is when one or both layers of glass begin to separate from the inner polymer layer. This may appear as a bubbling near the edge of the glass. Figure 2 Glass that appears to be
delaminating should be replaced because the structural integrity of the glass is likely to have been compromised.
Adhesive Concern The integrity of the adhesive that bonds the glass to the vehicle is just as important as the glass itself. It is a reasonable concern that the structural integrity of the urethane adhesive may also be adversely affected when exposed to excessive heat, and result in a much weaker bond. To confirm this, I-CAR conducted some basic tests to see how heat may affect glass urethane adhesive. The materials we used Continued on page 24
22 Bodyshop l June 2011 l www.bodyshopbiz.com
JUNE I-CAR TECH p22,24.indd 22
06/06/11 1:44 PM
Paintline p23.indd 23
03/06/11 7:26 AM
Continued from page 22
TIGER
AUTO PARTS LTD
We’re here to serve you. We are very excited to announce the opening of our new branch in Brampton,ON in July 2011 What can tiger auto Parts do for you? We offer one-stop-shopping with full access to our extensive inventory at both locations. Our experienced and friendly staff are always available to ease your shopping experience. Price • Special prices for wholesalers, jobbers and collision repair shops all over Ontario and Quebec. latest technology • Convenient online shopping. • 100% computerized access to inventory, price lists, profiles and much more. service • Delivery any where in Ontario and Quebec on time, any time.
tigerautoparts.com jdmtigerjapanese.com
1-888-664-6618 tel: 416-750-8578 fax: 416-750-9947 117 Sinnott Road, Toronto Ontario, M1L 4S6 1100 Steeles Ave.E, Brampton Ontario, L6T 1A1
neW!
for the test included 63 mm (2 1/2”) long coupons cut from an OEM painted panel, glass urethane, and squareshaped steel tubing. Steel tubing was initially chosen, because we intended to use tensile-testing equipment to determine the extent the adhesive was weakened. However, we realized that this would not be necessary after some preliminary experiments. We applied the recommended pinchweld primer to both the painted coupons and the steel tubing, and bonded them together with the glass urethane. The samples were allowed to fully cure before heating them in a small convection oven. The samples were heated to 121°C (250°F), 149°C (300°F), and 177°C (350°F). Each sample was left in the oven for ten minutes once the specified temperature was reached. The samples were then removed from the oven and allowed to cool to room temperature. The urethane on the samples that reached 149°C (300°F) and 177°C (350°F) expanded and the adhesion to the pinchweld primer failed (see Figure 3). The samples could be pulled apart by hand relatively easily. The urethane on the 121°C (250°F) sample did not show any obvious signs of degradation; however, the temperatures of the samples were monitored using a non-contact thermometer and should not be considered exact. The basic intention was to determine if excessive heat has the potential to adversely affect the urethane adhesive that bonds the glass to the vehicle. In the test we conducted, we found that it does. Knowing this, industry professionals may want to consider complete replacement of the urethane adhesive when replacing heat-damaged stationary glass. This would require completely removing any remaining adhesive after the glass has been removed, without leaving an existing 1 or 2 mm adhesive bed as would be done when normally removing and reinstalling the glass. Refer to vehicle-specific service information or the adhesive manufacturer’s procedures to determine how the vehicle flange and glass should be prepared for re-bonding. Although not related to the subject of this article, another interesting fact we discovered
Figure 3
while conducting this test was that the urethane took an extended amount of time to fully cure in the relatively dry, cool atmosphere of our repair facility. This condition is not uncommon during winter months in many parts of the United States and throughout Canada. Exposure to humidity was the key to initiating a full cure of the urethane adhesive.
Conclusion Stationary glass is an important part of the vehicle structure. A vehicle fire may cause damage to the glass that is not easily seen. A smoky haze on the glass or adjacent heatdamaged parts are indications that the glass should be inspected further. Replace the glass if there are any signs of the glass delaminating. If there are any indications or concerns that the structural integrity of the urethane adhesive has been compromised, complete removal of the urethane should be considered.
Stay up to date at www. VOCcompliance.com
24 Bodyshop l June 2011 l www.bodyshopbiz.com
JUNE I-CAR TECH p22,24.indd 24
06/06/11 1:45 PM
SP FO R ECI A L INS DIS T RU COU C TO NT S R S AV & S AIL TUD ABL ENT E S!
For the first time in 7 YEARS, the world’s collision repair event is headed east! Join the automotive service & repair industry at the only event that is specifically designed and created for YOU. As the flagship event of ASRW, NACE constantly evolves with the industry to meet your ever-changing business needs, continues to invest in the industry it serves, and is a must attend event for anyone in the automotive service & repair industry. And this year…
IT’S ALL ROLLED INTO ONE: World class exhibits // Unmatched education & training you won’t find anywhere else Live on-floor demonstrations // Opening general session // Welcome reception // ASRW Town Hall ASRW Industry Forum // Association Leadership Summit // Networking Events Vehicle Display Featuring the Muscle Car Network of Florida
Co-Located With:
Held During:
ASRW 2011 // ORLANDO, FL USA
THE PREMIER EVENT DEDICATED TO THE AUTOMOTIVE SERVICE & REPAIR INDUSTRIES Exhibits: October 6–8 // Conference: 5–8 // Orange County Convention Center
www.ASRWEVENTS.com
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03/06/11 7:27 AM
products
Thermal Acoustic Lining
Darkening Filter
Boom Mat, a division of Design Engineering, Inc. (DEI) and a leading brand of automotive performance acoustical and thermal insulation, offers a full line of products designed to improve ride comfort by reducing unwanted heat and noise. The company’s new Under Hood Thermal Acoustic Lining was designed primarily for the engine compartment as a way to greatly reduce heat and noise, with an easy peel-and-stick product anyone can install. Engine heat and noise often is a problem with today’s modified vehicles packed with high performance components. Made of ¾” thick, high quality, industrial acoustical-grade foam with a reinforced reflective aluminum skin, Under Hood Thermal Acoustic Lining not only insulates the underside of the hood for sound deadening and thermal control, it also protects the vehicle’s paint finish. This is also a great product to use to reduce noise on generator boxes. Design Engineering Inc. 800-264-9472 www.BoomMat.com
Kimberly-Clark Professional has introduced the Jackson Safety W60 TrueSight, a new Auto-Darkening Filter (ADF) for welders that offers quick one-touch mode adjustment, intuitive digital controls, and improved visibility. Designed by welders for welders, W60 TrueSight is the latest ADF in the premier performance tier from the Jackson Safety brand of welding offerings. It is also the only ADF on the market with separate buttons – identified with icons – to easily locate and control grind, torch, and weld modes. “Experienced welders know the value of an auto-darkening filter that not only adapts to changing welding environments, but can also be optimized for user control,” says Kristy Giebe, welding products manager, Kimberly-Clark Professional. “The Jackson Safety TrueSight ADF offers welders control without compromise. Its modern, colourful intuitive design—developed through welder input—eliminates guesswork and provides enhanced control while retaining the key product attributes that welders value.” Additional Jackson Safety TrueSight ADF benefits include: • easy mode selection with larger buttons that can be controlled even with a gloved hand; • built-in magnifying lens holder; • adjustable settings for shade, sensitivity, and delay; • 30% larger viewing area with amber band pass technology to enhance vision; • automatic on/off feature that turns the lens off two hours after the last arc. The Jackson Safety W60 TrueSight ADF also has four sensors to reduce blockage possibility during welds. Because it is a comprehensive unit that does not require a retainer, it is easy to install and remove the ADF filter while reducing inventory of consumable parts. It also features a solar panel to extend battery life and a battery light indicator. It runs on two easily accessible AAA batteries. The product can be purchased on its own or within the Jackson Safety brand Halo X shell, with three new and two existing graphic design options. Kimberly-Clark Professional www.kc-safety.com
New Tire Changer The TC3300 is the latest model in Hunter’s popular line of centre-clamping tire changers. The quick-clamp design allows for fast, simple clamping of popular wheel designs. The centre wheel support gives the flexibility to easily mount large assemblies with overall diameters up to 50 inches. Wheels clamp to the machine safely through the hub, not on the rim edge, where marring damage can occur. The powerful, high-torque electric motor exerts 800 ft-lbs. of torque to handle difficult assemblies. The floating, articulated mounting arm allows the polymer mounting head to follow the rim edge smoothly, reducing stress to beads. Made of a wearing material, the polymer head removes the potential of marring damage. All TC3300 models include a familiar beadloosening side shovel and blast inflation hose to help seat the bead during inflation. Options include a Plus Device assist tool to aid in lubricating, lifting, and guiding the tire into the drop-centre position, a Bead Press Arm specialized for high-performance tire service, and a wheel lift to help prevent potential injuries and fatigue from manually lifting heavy wheels into place. Hunter Engineering 314-716-0443 www.hunter.com 26 Bodyshop l June 2011 l www.bodyshopbiz.com
JUNE Prods p26,28.indd 26
06/06/11 1:47 PM
Promoting Careers in Collision Repair
Invest in your future, become a 2011 CCIF Skills Program Sponsor today!
For more information Contact Leanne Blackborow, CCIF Skills Program Director, leanneb@skillscanada.com or (905) 535-1160
www.ccifskillsprogram.com
skills P27.indd 27
06/06/11 1:56 PM
products
Low-VOC Basecoat Pro-Spray Automotive Finishes, a division of Alco Industries, has introduced an economical, quality alternative for meeting low basecoat/clearcoat VOC requirements, the new Pro-Spray 3.5 VOC Solvent Basecoat System. “This system is a viable option to waterborne basecoat in VOC-compliant markets, and is an affordable choice for walk-in and non-waterborne collision repair shops,” says Tom Gardner, director, business development. “It utilizes existing Pro-Spray products, so it doesn’t require a major investment.” For example, the system uses Pro-Spray solvent toners and new low-VOC binders, activators, and thinners. The compliant basecoats can be used over Pro-Spray 2.1 VOC sealers and 2.1 VOC primers, and topcoated with any Pro-Spray 2.1 VOC clearcoats, to meet the strictest air quality mandates. These compliant basecoats also offer an improved formula featuring a new binder-to-colour ratio for optimized coverage, sprayability, and colour quality. Painters can expect 25 to 50% improved coverage and truer colour than what is offered by other compliant solvent-borne systems. In addition, the system has more than 63,000 3.5 VOC basecoat colour formulas, providing users with one of the most comprehensive colour palettes in the industry. ProSpray www.ProSprayFinishes.com
Nova Headlamp Bezels
Nova restorers can now give their 1968 Nova a truly correct showroom-new look with these new reproduction 1968-only headlamp bezels. Available at Classic Industries, the bezels are manufactured to exact factory specifications in the correct configuration for 1968 models, not the 1969-72 style found elsewhere. This pair of bezels features a chrome finish around the headlight as original for standard models; however they may be painted black for use on SS models. The bezels install, fit, and appear exactly as original, bringing back the “factory new” look your Nova used to have. Mounting hardware sold separately. Classic Industries 1-800-854-1280 www.classicindustries.com
28 Bodyshop l June 2011 l www.bodyshopbiz.com
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06/06/11 1:48 PM
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
AUTOMOTIVE RECYCLERS
AUTOMOTIVE PARTS & ACCESSORIES
Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers. com or call 416-286-8686. Experienced Shipping Department to Ensure Parts Arrive Safely.
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.
HAND CLEANERS
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
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.
S.B International Inc. www.sbintl.com “We keep engines humming”
REFRIGERANT
AUTOMOTIVE RECYCLERS
Duracool Refrigerants
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”.
Carcone’s Auto Recycling and Wheel Refinishing www.carcone.com With over 32 years of experience Carcone’s Auto Recycling & Wheel Refinishing is your one stop for quality recycled products and wheel refinishing needs. Call today at 1-800-263-2022 or visit us on line at www.carcone.com
TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.
WAREHOUSE DISTRIBUTORS & BUYING GROUPS 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. The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group Kerr Machine Shop Group Inc.
www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.
advertiser index Akzo Coatings
19
Alsa
9
www.paintwithwater.com www.alsarefinish.com
CARSTAR
7
www.carstar.ca
DuPont Performance Coatings
5
www.cromax.dupont.com
Eagle Abrasive
15
www.EagleAbrasive.com
Evercoat
2
FBS
11
www.fbs-online.com
Repair Systems
20
www.ezpartorder.com
Lord Fusor
31
www.Fusor.com
Mirka
28
www.mirka.ca
NACE
25
www.ASRWEVENTS.com
Paintline Products Inc
23
www.paintline.ca
Pro-Spray Automotive Refinish
32
www.ProSprayFinishes.com
Skills canada
27
www.ccifskillsprogram.com
Spies Hecker
17
www.spieshecker.com
Standox
21
www.standox.com
Tiger Auto Parts
24
www.tigerautoparts.com
Wanda Waterbase
13
www.wandarefinish.com
www.evercoat.ca
First Choice Auto
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www.bodyshopbiz.com l June 2011 l Bodyshop XX29
06/06/11 2:01 PM 01/04/11 7:44 AM
from the publisher
Customer Confusion I know that customer service and satisfaction are as close to core values for this industry as mom and apple pie are to our friends south of the border, but how the varied players view the customer dynamic gives me pause for thought. It would seem, at the core, that this industry cannot agree on who the customer really is. While the person standing in front of the collision repair facility – keys in hand, solemn expression on his face – is the easy answer, the reality of who often gets treated as a customer is very different. In fact, who, or what, gets treated as the customer often is the insurer – or as this industry has become fond of calling it, the “insurance partner.” This is completely understandable; they write the big cheque, and in most businesses that is what defines the customer relationship. It is that party whom the shops and networks must satisfy to keep the work flowing – another definition of the customer – and you fail to understand the importance of each organization in this category at your own peril. Most of you truly understand this, and yet struggle to also ensure that car owners are also satisfied – even delighted, where possible – with the work you have done on their car. I understand that it is not an easy task, and you have to play middleman between the insurer and the car owner. And here is where the confusion starts. The car owner surely sees himself as the customer. The insurer, or at least its representative, sees itself as representing the customer, but often behaves as if it is, in fact, the customer. I know that this can be a fine point, but the distinction as I see it is that the car-owning customer wants the car repaired as quickly and professionally as possible. He does not care so much about the cost. That’s what insurance is for, right? And yet the cost pressure you get is from the insurance sector, which in this dynamic is behaving like a self-interested customer. Wal-Mart may say it’s lowering prices to save customers money, but ask suppliers to that organization what the relationship is like, and they will tell you unequivocally that the price pressures they feel are most certainly for Wal-Mart’s purposes. If the retail giant were really working only to save the customer money, it would take no profit at all, which is of course an absurd suggestion. And the same goes for that insurance-collision repair relationship. It is absurd to suggest that any player perform the tasks required of him for no profit, but the key component that can get left out in that tug of war is the car owner. A significant change in the way that car owners fit into the equation deserves your attention, and may have a significant effect on the existing three-way relationship. I heard recently that the new generation of car owners switches insurance companies every 18 months. Most of us who are from an older generation will stay with an insurer for years on end. Combined with the fact that the younger generation – which is not so young anymore; Generation Y is into its mid-30s – will freely comment through social media on their experience at your business, that face-to-face relationship is at the forefront of importance. Keep that individual happy, and his friends and family will hear about it immediately, and all at the same time. Frankly, I think you should welcome this clarity. Take care of that car owner, and he will take care of you. As far as the insurance partner goes, well, it will just have to listen that consumer too. After all, they’re the customer. B Andrew Ross aross@bodyshopbiz.com
30 Bodyshop l June 2011 l www.bodyshopbiz.com
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