Collision Repair 21#3

DUAL-TRADE TECH MEGHAN MCEWEN BREAKS BOUNDARIES, INSIDE >>

Volume 21, Number 3, 2022

50 YEARS OF FAMILY VALUES CEO Greg Morton on Dominion Sure Seal’s success

A FRIEND IN FREDERICTON Shellie Andrews on taking the reins at CSN Dana’s INSIDE PFAFF AUTOWORKS’ NEW LOCATION | BOB LEIBEL LOOKS BACK ON HIS CAREER

www.collisionrepairmag.com Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 l 86 John Street, Thornhill, ON L3T 1Y2

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CONTENTS

CONTENTS

VOLUME 21, ISSUE 3, 2022

ON THE COVER Shellie Andrews has learned plenty from her father, Dana Alexander. See how she combines it with her own plentiful experience in this issue’s cover story, featuring CSN Dana’s Collision Centre.

DUAL-TRADE TECH MEGHAN MCEWEN BREAKS BOUNDARIES, INSIDE >>

Volume 21, Number 3, 2022

50 YEARS OF FAMILY VALUES CEO Greg Morton on Dominion Sure Seal’s success

A FRIEND IN FREDERICTON Shellie Andrews on taking the reins at CSN Dana’s INSIDE PFAFF AUTOWORKS’ NEW LOCATION | BOB LEIBEL LOOKS BACK ON HIS CAREER

www.collisionrepairmag.com Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 l 86 John Street, Thornhill, ON L3T 1Y2

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CRM21#3new.indb 1

2022-06-02 12:17 PM

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Join us, along with the rest of the Canadian collision repair community, in congratulating our friend Bob Leibel on his retirement from a long and rewarding career with Sherwin Williams.

FEATURES

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SEEING DOUBLE

74

RECYCLERS REUNITE

The elite-tier operation running over at Pfaff Autoworks in Markham, Ont. almost feels like treating your car to a spa day.

The conversations that took place at this year’s OARA convention were anything but reduced, reused or recycled, as the Canadian auto recycling industry held its first post-lockdown reunion.

ISSUE 21#3 | COLLISION REPAIR

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CONTENTS

CONTENTS

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With half a century in the game now, few understand hands-on customer service and quality products quite like the Morton family of Dominion Sure Seal.

Awards, business cards and fine food served as the unofficial theme of this year’s AIA Canada Annual General Meeting, held in Toronto in May.

COLUMNS

DEPARTMENTS

06

PUBLISHER’S PAGE

08

PEOPLE ON THE MOVE

48

TOM’S TALES

63

REGIONAL NEWS

52

by Darryl Simmons

by Tom Bissonnette

VIEWS FROM THE WEST

by Chelsea Stebner

54

LET’S TALK TRAINING

56

WHO’S DRIVING

58

THE INTRICATE WEB

78

RECYCLING REVIEW

82

LAST WORD

Powerful people and the places they go.

In some places it’s dinner, in others it’s supper, but here it’s always news.

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RECYCLING NEWS

81

TOWING NEWS

These recyclers have the parts, and the news, you need.

Your hook-up for the latest towing industry news.

by Stefano Liessi

by Jay Perry

by Venessa di Vito

by Steve Fletcher

by Allison Rogers

p.37

B.C.-based triple talent Meghan McEwen on paving new standards in skilled trades.

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Canada’s collision repair information resource. New articles and top news stories daily. For more infor visit collisionrepairmag.com

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PUBLISHER’S PAGE

THE TIPPING POINT It’s time we put our heads together— for the greater good of the industry

I

At the next meeting there would be reports on each session, and woe and behold the session leader who didn’t produce some sort of results.

But, as time marched on and the consolidators and networks became more influential, the voice of the individual repairer—network or independent—has become as soft as a church mouse. Let me reiterate that you, as a repairer, should be fairly compensated for your service without the need to keep asking for more money to perform safe repairs.

The point of my little rant is to pose the question: Is it time to bring back some type

Have you not been affected by a pandemic that basically removed cars from the road for nearly two years? times. What poppycock and nonsense!

Seriously—have you not been affected by a pandemic that basically removed cars from the road for nearly two years? Add insult to injury with a glance at parts and material prices, which are moving upwards faster than the speed of an ultra-fast hardener.

There was a time, it seems so long ago now, when repairers used to get together and share their concerns. When the Canadian Collision Industry Forum (CCIF) first started, it was a revolutionary concept.

Insurers, suppliers and repairers all in the same meeting…and repairers were actually listened to!

In those days there were breakout sessions where action items were not only discussed but spelled out and results were expected!

ASSOCIATE PUBLISHER Orest Tkaczuk | orest@mediamatters.ca EDITOR Allison Rogers | allison@mediamatters.ca

By DARRYL SIMMONS

recently made a heated argument against some restaurant service staff making a case they deserve larger tips due to a decrease in wages spurred by COVID. Pardon me? Did I just hear that right?

Did they really think everyone else was immune to shrinking profits?

My point was a simple one: people should be paid a decent wage for performing what is a fairly standard service.

Regardless, you see tip jars on counters everywhere. It seems like any establishment offering food or beverage is basically begging for money to help them and their staff make it through these rough

PUBLISHER Darryl Simmons publisher@collisionrepairmag.com

of national action group, with benchmarks and expected results? A perfect example of this is the Saskatchewan Association of Automotive Repairers (SAAR). Man, under the watch and guidance of Tom Bissonnette, they seem to be getting things done. Working with their insurers—public out there in God’s country, don’t you know!—suppliers and trainers. It seems a week doesn’t go by that I don’t learn something from Tom’s weekly email to his members. And his members sure do appreciate it.

I believe something along these lines, county-wide, is needed. Send me an email publisher@collisionrepairmag.com or give me a call if you agree and we can start getting the wheels in motion.

Or I guess the other option is you can put a tip jar on the counter.

STAFF WRITERS Max Reid | max@mediamatters.ca Kate Ng | kate@mediamatters.ca ART DIRECTOR Yvonne Corvers | yvonne@mediamatters.ca VP OF INDUSTRY RELATIONS & ADVERTISING Gloria Mann 647.998.5677 | gd.mann@rogers.com DIRECTOR OF BUSINESS SOLUTIONS Ellen Smith 416.312.7446 | ellen@mediamatters.ca INDUSTRY RELATIONS ASSISTANT Wanja Mann (647) 998-5677 wanjamann1@gmail.com AUDIENCE ENGAGEMENT MANAGER James Kerr | james@mediamatters.ca DIGITAL OPERATIONS MANAGER Cassie Doyle | cassie@mediamatters.ca CONTRIBUTORS Tom Bissonnette, Venessa di Vito, Chelsea Stebner, Steve Fletcher, Jay Perry, Stefano Liessi

SUBSCRIPTION Single edition $7.99 One-year $39.95 ( 6 issues) Collision Repair™ magazine is published bimonthly, and is dedicated to serving the business interests of the collision repair industry. It is published by Media Matters Inc. Material in Collision Repair™ magazine may not be reproduced in any form without written consent from the publisher. The publisher reserves the right to refuse any advertising and disclaims all responsibilities for claims or statements made by its advertisers or independent columnists. All facts, opinions and statements appearing in this publication have been compiled and included with the permission, though not necessarily the endorsement, of the editor, or of independent columnist contributors, and are in no way to be construed as those of the publisher, or as endorsements of them.

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NEWS

PEOPLE ON THE MOVE TONY MCQUILLAN | TED GROUP Tony McQuillan has been named the National Director of Strategic Accounts and OEM Programs for the Ted Group. McQuillan will oversee national strategic account development, as well as support new programs and initiatives for all TED Group brands while ensuring alignment with OEM programs. McQuillan holds an Automotive Class A Technician Interprovincial license, a Jaguar Canada Master’s Degree and diplomas from Centennial and Georgian College. He has worked for two OEMs over his 16-year career, including Jaguar, which awarded him the Jaguar Masters Technical award, and Mercedes-Benz Canada, where he served as Fixed Operations Manager and Manager of Accident Management, developing and running the Mercedes-Benz Canada Collision program. Most recently, McQuillan served as director of collision management and OE programs for LAR.

GREG HERNANDEZ, ALEX HERNANDEZ, DEAN FILLION | ARSLAN AUTOMOTIVE Arslan Automotive is proud to announce three new representatives in Western Canada: Greg Hernandez and Alex Hernandez, both representing British Columbia and Alberta, and Dean Fillion for Manitoba and Saskatchewan. The appointments were made upon Arslan Automotive Canada rep Jason Gray’s departure from the company. He worked with the company for more than 15 years, most recently as the Arslan Automotive’s rep in Manitoba and Saskatchewan.

“Jason has taken his retirement from our industry and will now be running a franchise business in Winnipeg,” wrote Arman Gurarslan, president of Arslan Automotive. “We wish him success in his new career.”

PENNY MCCUNE | SGI CANADA Penny McCune assumed the role of SGI’s president and CEO on June 1, making her the first woman to head up the provincial insurance company. McCune wields more than 36 years of industry experience in her new role and, according to SGI’s press release, beat out a broad slate of candidates following a nationwide search to fill the position. McCune was born, raised and educated in Saskatchewan. She has a Bachelor of Administration from the University of Regina and her Chartered Insurance Professional designation from the Insurance Institute of Canada.

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PROCOLOR COLLISION WELCOMES ITS FIRST-EVER LOCATION IN ATLANTIC REGION

P

roColor Collision, one of the fastest growing names in collision repair, has spread eastwards, welcoming its first-ever location in the Atlantic region recently.

ProColor Collision Charlottetown brings advanced collision repair services to Prince Edward Island and is the first of many ProColor locations that Fix Network has planned in the Atlantic region. Over the past 55 years, the independently operated family business, earlier known in the community as Dalziel’s Auto Body, has earned an excellent reputation for exceeding its customer’s expectations in high-quality repairs.

In 1967, young Bill Dalziel began repairing and painting cars in the backyard of his parents’ Sherwood home, building a strong reputation for repairing all makes and models of vehicles.

Over the years, Bill’s modest operation evolved into a 13,000 square foot facility that today consists of more than 20 work bays, two professional paint booths, a complete car detailing area, and a brandnew office building that houses five office spaces and a large reception area.

Following its alignment with ProColor Collision, the repair centre will now be called ProColor Collision Charlottetown and will continue to build on the trust and loyalty that two generations of the Dalziel family enjoy among customers and insurance providers in Charlottetown. Today, the location is owned and operated by Bill’s nephew Chris Dalziel,

who was inspired to join the business after watching his uncle and dad run the shop successfully.

When Chris took over the family business in 2017, one of his first initiatives was to upgrade the business and explore the possibility of joining an established and well-reputed global aftermarket network. “I remember (Fix Network World President and CEO) Steve Leal visiting our shop many years back and speaking to my uncle Bill about joining the Network,” he says. “We took a lot of time to decide, and, in hindsight, I wish we had taken the call earlier.”

Chris is confident that by joining the ProColor Collision family, he can take his family’s rich aftermarket legacy into the big league of Canadian collision repairers.

“Being the largest collision repair facility on Prince Edward Island has its perks,” he states. “However, the constant battle with insurance companies and customers over what is guaranteed and where the customer can or can’t take their vehicle was the deciding factor when we were planning to align our business with a well-known aftermarket network.”

Located on 441 Brackley Point Road (Route 15), ProColor Collision Charlottetown was recently upgraded to include a Car-OLiner bench rack system with the new Vision 3 frame measurement system, allowing the shop’s technicians to gain the Volkswagen, Audi and Tesla certifications for Prince Edward Island. The team recently switched

to PPG refinishes and have plans to install new booth and preparation bays in the new year to allow for proper flow through the shop.

Mark Weeks, Regional Vice-President – Atlantic, Fix Network, says that the debut of ProColor Collision in the Atlantic region will further reinforce the brand’s enduring reputation across North America as the fastest growing name in auto collision repair and as a community-focused brand.

“ProColor Collision Charlottetown is an excellent example of independent repair shops wanting to build modern repair centres in the heart of their own communities,” he points out. “For the past 55 years, the Dalziel family has won the hearts and minds of their customers by providing the highest quality in vehicle repair and the best in customer service. We are just as excited to partner with them as they begin the next phase of their aftermarket journey.”

ProColor Collision joined Fix Network, a global leader in the automotive aftermarket services sector, in 2019. Its mission is to be the collision repair leader in Canada by offering an outstanding customer experience across its vast network of state-of-the-art facilities. ProColor was launched in 2001 with the goal to offer quality repairs, meticulous customer service and a relationship of trust with insurance companies. With 175 locations in Canada and growing, ProColor Collision is a top contender for collision repair network of choice.

For more information, visit procolorcollision.com

NOVUS GLASS WELCOMES NEW LOCATION IN KELOWNA Motorists in southern BC city can now access advanced glass repair and replacement services closer to their home

K

elowna, one of the fastest growing cities in western Canada, has become the latest location to offer NOVUS Glass’ world-acclaimed glass repair and replacement services.

NOVUS Glass Kelowna joins Fix Network’s impressive global portfolio of locally owned and operated aftermarket franchise centres across the world. The centre’s operations manager, Scott Maciag, has been associated with an automotive dealership in the past and spent the past 12 years in the glass repair and replacement business.

“When I star ted with the Kelowna Chevrolet dealership, I saw the opportunity to move our glass repair and replacement services in-house rather than outsourcing this task,” Maciag says. “This allowed quality service and quicker turnaround time.

NOVUS Glass was our unanimous choice to partner with and we are benefiting from Fix Network’s franchise support and their strong relationships with insurances companies.”

Located at 2343 Leckie Rd, NOVUS Glass Kelowna is a state-of-the-art facility featuring the most advanced equipment, a fully trained team of skilled technicians and customer service specialists. Spread over 11,500 square feet, the shop is close to the group’s auto dealership, Kelowna Chevrolet, which has been operating in the area since the 1960s.

“We pride ourselves on offering a positive customer experience and setting the best standards in the industry. This ensures that we have repeat customers and new customers through recommendations and word of mouth.”

— Scott Macaig, owner, NOVUS Glass Kelowna “We are well suppor ted by our dealership, and we strive to give the best customer service we can,” Macaig says.

“We pride ourselves on offering a positive customer experience and setting the best standards in the industry. This ensures that we have repeat customers and new customers through recommendations and word of mouth.”

NOVUS Glass invented windshield repair almost 50 years ago and continues to innovate glass repair and products. With proprietary resins, tools and techniques that restore to the highest level of optical clarity in the business, NOVUS Glass outperforms all others in chip and long crack repairs—often over 12 inches long—with all repairs guaranteed.

“We’re extremely pleased to welcome the NOVUS Glass Kelowna team to the NOVUS Glass family,” says Chris Peterson, Regional Vice-President (Western Canada) for Fix Network. “Their commitment

to offer high-quality glass repair and replacement services will benefit all NOVUS Glass customers in Kelowna’s thriving community. We will continue to support their growth with our operations, management, and marketing tools.”

NOVUS Glass is part of Canada’s l a r g e s t a u t o m o t i v e a f t e r m a r ke t services network with over 75 points of service nationwide. As a longstanding trusted brand, NOVUS customers have come to rely on the experts for their windshield repair and replacement needs. With their Repair First, Replace When Necessary®commitment, NOVUS Glass can repair more windshields with greater optical clarity and structural integrity than any other system in the industry and guarantees repairs for the life of the windshield. With over 1,300 points of service worldwide NOVUS continues to lead the industry in glass repair and replacement.

For more information, visit novusglass.com or www.fixnetwork.com

INDUSTRY NEWS

NETWORK IN NASHVILLE CARSTAR will host the annual CARSTAR Conference 2022, July 13-15 in the Music City at the Gaylord Opryland Resort and Convention Center. CARSTAR Conference 2022 is the first in-person gathering of the U.S. and Canadian operations since 2019. More than 1,000 CARSTAR franchise partners from across North America, corporate team members, vendors and industry leaders will participate in the event. The CARSTAR Conference 2022 will kick off with a walk for cystic fibrosis on July 13, with opening ceremonies to follow that afternoon and a special opening night activity. The CARSTAR Conference will consist of two days of programs containing information on strategic planning, financial management, marketing initiatives, operational improvements, technical education sessions, panel discussions, motivational speakers, insurance breakout sessions, and a vendor expo and more.

CARSTAR Conference 2022 will close on July 15 with the annual CARSTAR dinner and awards gala. Special guests and speakers include Kevin Brown, author of the “Hero Effect;” Mike Anderson, president and owner of Collision Advice Consulting Services; and Dave Luehr, founder of Elite Body Shop Solutions. Visit CARSTAR.com for more information.

PLUGGED IN NAPA has announced the launch of its NexDrive banner in Canada, a network of automotive service centers for next-generation vehicles. The banner, which originated in Benelux, is now coming to Canada and will be supported by NAPA’s strong network of stores and distribution centres. “We are very proud to be the first to offer owners of electric and plug-in hybrid vehicles a network of certified shops that will be able to meet their maintenance and repair needs,” said Alain Masse, president of UAP. “The growing consumer interest in such vehicles, as well as government efforts to reduce greenhouse gas (GHG) emissions, are helping to accelerate the shift to these new technologies, and we believe that our position as Canada’s aftermarket leader will allow us to offer a quality alternative to original equipment dealerships.” A specific set of criteria is required for any mechanic shop to achieve NexDrive certification, including accredited technical training, specialized equipment and tools, adherence to strict safety standards, regular audits, and sourcing parts from a certified NAPA store. Currently, 11 shops in the NAPA network are NexDrive-certified in Quebec and 13 others are in the process of obtaining certification. New shops will gradually be added to the banner in the coming weeks and months. The NexDrive program builds on the Mécanique Haute Tension (MHT) program launched in 2020 by Alain and Mathieu Côté, owners of several NAPA Auto Parts stores in the Québec City area.

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For more information on NexDrive and to see the list of member service centers, visit www.napanexdrive.ca.

INDUSTRY NEWS

BY THE BOOKS CIECA has announced the formation of a new Standards Development Committee focused on OEM repair procedures and build sheet data. All industry stakeholders, including CIECA and non-CIECA members, are invited to join. The new committee will be chaired by Mark Allen, Manager Collision, Equipment & EV After Sales Service at Audi of America, and Phil Martinez, Technical Consultant at Mitchell International.

Allen is an active CIECA committee member who participates in the Emerging Technologies Committee and has presented at the CIECA CONNEX Conference. Martinez, CIECA’s current chairman, has participated in and led the development of CIECA Standards since the organization was founded. For the past 27 years, he has represented Mitchell on the CIECA Board of Trustees and Executive Committees and chairs several committees. The committee chairs encourage all interested industry stakeholders to attend the meetings.

Paul Barry, CIECA’s executive director said that many in the industry see an opportunity to develop a more standardized approach to exchange repair procedure information and have asked CIECA to work with the industry to see what is possible.

RIVIAN’S RIPENING Rivian has started building its service network in Canada as the electric vehicle maker prepares to deliver its first vehicles in the Canadian market this summer. Automotive News Canada reported Friday that Rivian has begun recruiting staff for its Vancouver service centre, though it would not elaborate on how many services centres it planned for Canada. The company said the service centres will form part of its delivery experience in addition to hosting customer events. In the United States, Rivian touts a network of Rivian-owned and Riviancertified independent collision centres that handle bodywork and exterior damage. Rivian said earlier this year its R1T and R1S vehicles are scheduled to be delivered to Canadian customers this July. The electric pickup and SUV will be the first vehicles to arrive, with a pair of lower-cost versions of each to follow at a later date.

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BUSINESS NEWS

DRIVEN BY GLASS Driven Brands announced the acquisition of the U.S.-based auto glass repair chain All Star Glass in early May. The chain was founded 40 years ago by Sam Scharaga, and it would go on to become the largest family-owned auto glass company in the United States, a fact that Driven Brands attributes to the company’s commitment to customer safety and satisfaction. “We’re bullish on the opportunities in this powerful business making the All Star Glass acquisition an ideal investment for Driven Brands,” said Jonathan Fitzpatrick, CEO and president of Driven Brands.

Driven Brands has been making strides in the glass repair market recently, revealing in the company’s Q1 2022 financial report that glass is proving to be a leading segment for Driven and that this announcement only adds to the good news. The company said its revenues saw a 42 percent increase In Q1 2022.

All Star Glass was founded 40 years ago by Sam Scharaga, pictured with the giant scissors, and it would go on to become the largest family-owned auto glass company in the United States

‘STRONG’ START FOR UNI-SELECT Uni-Select reported its Q1 2022 financial results last week, citing a “very strong start to the year,” with sales up 10.7 percent to $409.6 million, adjusted EBITDA up more than 50 percent to $7.7 million. The Boucherville, Québec-based company said consolidated sales were driven by organic growth of 11.6 percent, with all three segments—FinishMaster, Canadian Automotive Group and GSF Car Parts U.K.—reporting positive organic growth ranging between 9.2 percent and 14.8 percent for the quarter. The FinishMaster U.S. segment reported sales of $172.8 million, with organic growth of 9.2 percent driven by general market recovery and price increases, while the Canadian Automotive Group segment reported sales of $129.8 million, an increase of 12.7 percent largely driven by organic growth of 12.2 percent and acquisitions over the last twelve months. The GSF Car Parts U.K. segment reported sales of $107.1 million, an increase of 10.7 percent mainly driven by organic growth of 14.8 percent offsetting an unfavourable fluctuation of the British pound against the US dollar during the first quarter of 2022. Uni-Select said it still expects sales and profitability to improve in 2022, compared to 2021, adding that the magnitude of improvement will likely be greater in the first half of 2022.

LEAN INTO IT 3M recently announced it has acquired the technology assets of LeanTec, a provider of digital inventory management solutions for the automotive aftermarket in the U.S. and Canada.

The LeanTec software complements the 3M RepairStack Performance Solutions, a hardware and software system that helps ensure materials needed for repairs are on hand, said 3M.

“This acquisition adds new levels of data integration and insights that will allow bodyshops greater visibility of their business operations, operational efficiency and a better customer experience,” said Dave Gunderson, 3M Automotive Aftermarket Division president.

LEANING ON LUXURY AutoCanada added two luxury dealerships to its portfolio in early May; acquiring both Porsche of London and Audi of Windsor for an undisclosed price. The dealerships, owned by Southwestern Ontario-based Leavens Automotive Group, generate more than $80 million in revenues annually, said AutoCanada. Both the facilities are recently built, the company added. AutoCanada also said the acquisition unlocks additional growth opportunities, including “the potential to expand AutoCanada’s collision centre footprint in each of the markets,” it wrote in its acquisition announcement. In 2021, AutoCanada says its 78 franchised dealerships sold approximately 86,000 vehicles and processed more than 800,000 service and collision repair orders, generating revenue in excess of $4.5 billion.

14

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INSURANCE NEWS

REAL TRUST IN AI The results of a consumer survey from Solera showed that 79 percent of drivers would trust an AI to handle the entirety of their claims experience. According to the latest edition of Solera Innovation Index 2022, a seven percent year-over-year increase in comfortability with fully AI-driven claims management has been observed. Regarding the potential elimination of human error from the claims process, 65 percent of respondents said they would choose a repairer using AI to minimize the risk of error in the claims process.

From the perspective of bodyshops and OEMs, 52 percent said they saw improved profitability and 50 percent saw increased staff productivity because of AI. Cost still remains a barrier for access to AI, however, as 73 percent of insurers and 75 percent of bodyshops and OEMs cited cost as the main obstacle for implementation.

THE PRICE OF PEDALING The Insurance Corporation of British Columbia will no longer require pedestrians, cyclists or skateboarders to pay repair costs for accidents “where a cyclist or pedestrian has suffered a severe or catastrophic injury,” “if there has been a fatality,” or “when ICBC must determine liability as 50/50 because there is not enough evidence to determine what happened.” This sudden amendment from ICBC comes following a wave of public scrutiny after a cyclist in Vancouver was hit by a vehicle, since proven to have run a red light, and served with a $3,752.01 several days later. “Government and ICBC listened to the concerns raised from cycling advocates…The previous approach was not reflective of the changes we’ve made to auto insurance in British Columbia and that needed to be fixed,” said B.C.’s minister of public safety, Mike Farnworth, in a statement.

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OEM NEWS

A CITRUS SITUATION

PRIOR ENGAGEMENTS

Some eagle-eyed EV enthusiasts have noticed “orange peel” paint on the RT1 pickup trucks recently delivered by Rivian. Orange peel is the term generally used to describe the texture of paint that has not dried evenly on a vehicle, leaving it with a bumpy and sometimes coarse finish. In a video posted to his YouTube channel in early April, automotive influencer Average Car Guy took a walk around his new Rivian RT1, literally shedding light on the uneven orange peel paint texture present on nearly every panel of the vehicle.

Ford and Honda have announced that they will not be showing up to this year’s SEMA trade show, set for November in Las Vegas, Nev. Normally high-profile fixtures at the annual auto show, Ford and Honda were named in a recent SEMA press release announcing the pair’s absence from this year’s show, citing “a change in corporate strategy.” Ford responded to initial reporting of its withdrawal from SEMA, saying “We are refining our approach to the annual SEMA Show to better reach and highlight how customers can personalize their Ford vehicles today and tomorrow. Our new approach showcases our winning portfolio of Cars, Trucks and SUVs and the comprehensive catalog of Ford Performance Parts and Accessories that customers can purchase online or from their local Ford dealer.”

Commenters echoed much of Average Car Guy’s frustration, voicing that a cosmetic defect such as this would be more acceptable on a $40,000 truck from a legacy automaker—not a $90,000 luxury vehicle from a relatively young start-up.

Honda has not released a statement regarding its withdrawal from SEMA, and no indication has been given as to whether Honda luxury brand Acura will be following suit.

SOMEWHERE IN THE MIDDLE The frame of the upcoming Chevrolet Silverado EV “is not a unibody and it is not a body-on-frame,” according to General Motors’ chief engineer for battery-electric trucks, Nichole Kraatz. Rather, it is what the automaker is calling “Ultibody”; a nod to GM’s original Ultium EV battery platform. Forgoing a traditional body-and-frame approach to vehicle assembly, Kraatz says this new design integrates the floor of the frame with the Ultium battery structure, which makes up “a good portion of the structure and those two are connected after the body exits the body shaft.” Chevrolet’s communication lead for the Silverado, Kyle Suba said that because the battery pack is such an integral part of the vehicle’s structure, repairs “will follow different processes due to the change in architecture but will not be markedly more time consuming with the new vehicle structure.”

PAINT PAYOUT About 30,000 owners of the Honda Civic and Acura CSX in Québec could receive a cut of a proposed $27 million payout for unresolved paint peeling issues, following a class action lawsuit that investigated models from as far back as 2006. In 2019, two law firms launched cases against Honda to seek compensation for defective paint on 2006 through 2013 model year Honda Civics and 2006 through 2011 Acura CSX models. The firms alleged that Honda Canada knowingly sold cars with paint defects in the North American market for 15 years. The Superior Court of Québec will rule on the proposed settlement on June 27. If a settlement is reached, the minimal amount owners will be eligible for will be $125.

Collision Repair mag is no stranger to Honda’s paint defects—look at our editor’s 2007 Honda Civic. She says it’s “abstract galaxy-inspired.”

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TECHNOLOGY NEWS

CYBER LOCKPICKING

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Experts have recently noted keyless entry on Tesla vehicles and how the added convenience is largely outweighed by the cybersecurity vulnerabilities this relatively new technology possesses. Sultan Qasim Khan, a principal security consultant at Manchester, UK-based security firm NCC Group, says that thieves can exploit the entry systems of Tesla Model S and Y vehicles with relative ease and be speeding off in your vehicle in a matter of seconds. Criminals have learned how to redirect communications between a car owner’s mobile phone, or key fob, and the car, and fool the entry system into thinking the owner is located physically near the vehicle. Khan says this exploit is by no means exclusive to Tesla vehicles. He says that he has been in talks with Tesla and other automakers to try and implement updates to improve cybersecurity on vehicles equipped with this technology. In many cases, a physical update of a vehicle’s hardware and the keyless entry system itself would be required to effectively fix the vulnerabilities.

Any day now and we’ll catch a glimpse of the robot arm in the Ford engineering department that has been furiously flinging bowls of spaghetti at walls over the past couple of weeks—see the OEMs’ recent patents for more context—as its latest patent approval consists of a screen door system on off-road Bronco models. According to the official patent documentation published on April 21, designs for a screen door system on the Ford Bronco would see some sort of mesh-like material seal the vehicle’s openings when its metal roof and doors are removed. The design specifies the use of a series of motors and sensors, as well as airbag-style components that will allow the spring-loaded system to be stored compactly and deployed very quickly. The applications of this technology are wide-ranging; from simply keeping bugs and dust out of the face of off-roading drivers, to adding just a little bit of security and protection for those times when your vehicle’s roof is where the wheels should be.

Due to the rudimentary nature of the Bluetooth technology used to operate keyless entry systems, thieves are often able to equip themselves with a basic set of reprogramming tools for about $100; a factor that greatly contributes to the upswing in vehicle theft over the past several years.

This new design follows several weeks of bold engineering moves from Ford’s engineering department, including patents for an omnidirectional “crab walk” driving system, similar to what can be seen on the new GMC Hummer EV, and running boards that double as off-road extrication ladders.

MORE GIGAWATTS THAN EVER The people behind the DeLorean were peddling some real progress this May 4, teasing some previously unseen looks at the famous model’s upcoming EV update. In a short clip posted to the DeLorean Motor Company’s Instagram page, the time-travelling sportscar can be seen in a rear silhouette before a full-width LED lamp slides a red light across the rear bumper, evoking very strong lightsaber energy. To demonstrate the evolution of the DeLorean’s design over the decades, partnering design company Italdesign plans to release images of previously unseen 1990, 2000 and 2010 DeLorean concept designs, ahead of the car’s official August 18 debut.

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The company says this new electric DeLorean is just the first in a range of new cars it has planned for the coming years.

CAN YOU BELIEVE THIS?!

TOUCHED BY A NOODLE

SEDAN SURFING

A British Columbia-based religious leader is continuing on his crusade against ICBC’s oppressive policies toward certain religious headwear, arguing that it is not up to a government corporation to test his faith. Gary Smith of Grand Forks is the Captain of B.C.’s Church of the Flying Spaghetti Monster and, as such, says he should be allowed to wear his traditional religious headwear, a pirate tricorn, in his driver’s license photo. Followers of the Pastafarian religion have been known to wear tricorn hats and pasta colanders as symbols of their faith. Smith says he was allowed to wear his pirate hat in ID photos for both his marriage commissioner and firearms acquisition licenses, but ICBC was proving a tougher nut to crack.

After his initial Feb. 17 driver’s license photo submission wearing the hat, Smith received the following response from ICBC’s manager of driver licensing integrity and oversight, Mario Bourdages.

“The head covering you wore on Feb. 17, 2022, which is the same brown tricorn hat you have worn on previous occasions for driver’s licence photo applications, was again deemed unacceptable for the purpose of printing on a B.C. driver’s licence, B.C. identification or BC Services Card.”

Alberta RCMP are confused after a video showing a man riding atop a vehicle’s roof for a full six kilometres surfaced in early May. Based on the video of the incident, an Alberta homeowner approached a vehicle on his property and walked up to investigate. Following a brief conversation, the driver of the Honda Civic allegedly drove toward the man, striking him and sending him sprawling across the car’s roof. The Civic then drove a full six kilometres from the man’s house—gripping for dear life, surely—before the man was thrown from the roof of the vehicle. The victim was taken to hospital but, thankfully, suffered no injuries.

Smith and his crewmates are expected to continue their fight for religious equity as he is currently in the process of applying for a B.C. security guard ID.

Police have received images of the car hauling the man on its roof but are still seeking more details.

FIGURE SKATING STAR, THE PORSCHE TAYCAN Have you ever wondered who holds the record for most donuts done on ice? Yeah, we haven’t either—but the answer, if you’re curious, is stunt driver Terry Grant, who performed a suspicious 69 donuts in a Porsche Taycan this February. The feat occurred at the 2022 Race of Champions in Pitea, Sweden, and was recorded as the Guinness World Record for most consecutive donuts on ice. While the second attempt was a success, Grant’s first attempt was foiled when the Porsche loses power due to the Taycan’s safety sensor being covered in snow. For Grant, though, the real challenge was the ice. “We were chewing through the ice with the studded tires, and a large hole was appearing. And that was making it very difficult for me to stay concentrated and in the right place. I kept dropping in and out of the hole. It made it extremely hard. But I’m very pleased,” he said.

British stuntman Terry Grant completed a suspicious 69 consecutive ice donuts in the Porsche Taycan EV in February, setting a new Guinness World Record.

ISSUE 21#3 | COLLISION REPAIR

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ON THE COVER

THE HOME-FIELD ADVANTAGE Supporting family and business are synonymous for Shellie Andrews

CSN Dana’s Collision Centre does more than fix cars; the facility supports its Fredericton community in big ways, sponsoring race cars, local talent and its local hospital foundations.

24

COLLISION REPAIR COLLISIONREPAIRMAG.COM

ON THE COVER

Story by MAX REID

T

here are some in our industry operating on the false principle that being good is good enough; that consistently clearing the bar when it is on its lowest rung is just fine.

Then there are other shops, like CSN Dana’s Collision Centre in Fredericton, N.B., that are constantly looking to leap to new heights of service and repair quality.

Collision Repair caught up with operations manager and daughter of the eponymous Dana, Shellie Andrews (née Alexander), to chat about where her family’s shop has gone in the past, and where it is headed in the years to come.

Currently, Shellie Andrews serves as operations manager of CSN Dana’s Collision Centre in Fredericton, New Brunswick—but she’s known the basics of the business since she was a little kid.

ISSUE 21#3 | COLLISION REPAIR

25

ON THE COVER

“When I started, everyone wrote estimates by hand and looked up processes in manuals.”

— Shellie Andrews, Operations Manager, CSN Dana’s Collision Centre

26

For Shellie, the lines between the family and the family business were often blurred, as many aspects of her parent’s work life became welcome fixtures of the Alexander home life. “[The collision centre] was right next door to our house. My mom did all the accounting for the business from our home,” Shellie said, over the phone with Collision Repair.

“I knew the whole team because they had been part of my life growing up. We were a small workforce at that time—maybe six technicians, compared to the 12 we have now.

It was fun working with them. It was nice to have friends and older brother-type figures.”

Shellie didn’t mind the melding of the two worlds, because while she was becoming more involved in the shop as a detailer, she was also learning to regard the team her parents had built as an extended family.

“There were two of us—a family friend who worked here as well. When we moved to the new facility, we were the detailers,” recalled Shellie.

COLLISION REPAIR COLLISIONREPAIRMAG.COM

“There is another woman who has worked here—Joanne Storey—since she was out of business college. She’s been a family friend for as long as I can remember—since we were little kids, four or five years old.”

Having that space of comfort and support available to her afforded Shellie the opportunity to find the part of the business that truly called out to her—operations.

“I couldn’t see a progression from what I was doing in the shop. I’m not very technically-inclined so I knew I wasn’t going to move up the technician ladder,” said Shellie.

“I knew I could use my organizational skills and attention to detail better in an office environment than in a production floor environment.”

Before long, Shellie was set up at her desk in the parts department and working directly with the technicians and estimators that help keep CSN Dana’s Collision Centre rolling.

Shellie was fortunate and skilled enough to witness the evolution of her role in real

ON THE COVER

time; tracking the ways the collision business has changed over the 40 years since Dana first opened his doors.

“When I started, everyone wrote estimates by hand and looked up processes in manuals.

The technological changes on the administration side alone are huge, in addition to the technical side of the business,” said Shellie.

“Business volume has definitely increased with more insurers using DRPs. A large percentage of our business is DRP business and with the immediacy of being able to process estimates and order parts, you don’t have to call a dealer to order parts—you can just send an email or have it go out from your management system.”

On top of having strong relationships with insurers, the 1,022 square-metre (11,000 sq.-ft.) facility also boasts two downdraft prep stations, a Blowtherm side-loading spray booth; steel and aluminum dent pullers; a Spanesi measuring system as well as aluminum and silicon bronze ProSpot welders.

Shellie has every intention of continuing the legacy her parents have created.

ISSUE 21#3 | COLLISION REPAIR

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ON THE COVER

CSN Dana’s has 12 technicians on staff and more than 1,000 sq.-m. of space. The facility is supplied with paint by AkzoNobel and is due to have a Car-O-Liner frame machine installed in June.

“To give my dad a less hands-on dayto-day running of the business would be great. He’s here every day and has been for more than 40 years.”

— Shellie Andrews, Operations Manager, CSN Dana’s Collision Centre CSN Dana’s is supplied with paint by AkzoNobel and is due to have a Car-O-Liner frame machine installed in June.

In this perpetual desire to make the repair process more polished and efficient, Shellie says she sometimes must fight her hereditary urge to match Dana’s unstoppable gungho spirit, and instead offer a more careful approach.

“He’s very forward-thinking; always has been. He wants the latest in everything. If there is something new technology or new process, he wants to do it,” said Shellie.

“I tend to be the person who says, ‘let’s think about it first. We can’t just jump into it.’ I’m a little more cautious that way but it’s

28

rare that we would butt heads or have an argument about anything.”

It’s all just a symptom of working alongside family, and Shellie says she feels lucky to be able to do so every day.

In fact, Shellie says that part of her personal mission at the shop is to ease the workload of her parents, while also helping to advance the coworkers that were so influential to her upbringing.

“To give my dad a less hands-on day-today running of the business would be great.

He’s here every day and has been for more than 40 years,” said Shellie.

Taking up the mantle as general manager of CSN Dana’s Collision Centre means a little more than just picking up some extra work and changing letters on a business card.

Shellie knows that with the responsibility of managing the shop comes the legacy it carries with it—a legacy that Shellie has every intention of honouring to the utmost.

“We have a good reputation for being involved in the community and being a good quality shop. I think it’s a part of my

COLLISION REPAIR COLLISIONREPAIRMAG.COM

parents’ personality that they have been very community-minded,” said Shellie.

“They’ve both been directors in the chamber of commerce and of different business organizations, and I just want to continue that and have a good standing and reputation in the community.”

The shop serves as both a metaphor and a venue for prosperity in the Fredericton community.

“We’ve sponsored some race cars in the past; some local talent, and we’re big supporters of the local hospital foundation,” said Shellie.

The shop has even hosted the Shinerama charity car wash, on behalf of nearby St. Thomas University, to support cystic fibrosis research.

For now, Shellie and the Alexander family are taking things one day at a time, as the industry contends with ongoing shortages.

The light at the end of the tunnel will become visible one day—and on that day, Shellie will no doubt be as prepared to carry the torch as Dana will be to take a well-deserved vacation.

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Visit csncollision.com/join for more information!

ANNIVERSARY SPECIAL

FIFTY YEARS OF FAMILY OWNERSHIP CEO Greg Morton on Dominion Sure Seal’s success

Greg and Derek Morton, both of whom are continuing their father’s legacy in Dominion Sure Seal.

Story by ALLISON ROGERS

I

f one thing can be said of Dominion Sure Seal and its 50-year history, it’s that the Canadian-owned company has remained forward-thinking, rooted in quality and passionate about the betterment of our industry.

Celebrating 50 years of business this summer, the Dominion Sure Seal story started back in 1972, when proud Scotsman and company founder the late Ronald Morton embarked on a mission that led to 50 years of creating and distribute innovative products to the automotive aftermarket.

The senior Morton was committed to the industry, spending more than 40 years building the Dominion Sure Seal name, serving on the Automotive Advisory Committee to the Canadian Government; a past chairman on both the I-CAR International and Automotive Association of Canada International Committee.

30

The foundations of Dominion Sure Seal were formed in a small unit in Mississauga, Ontario, which totalled little more than 5,000 sq.-ft. (464 sq.-m.). Today, Dominion Sure Seal has two sprawling warehouses and a gargantuan product offering.

Plastic repairs were just one of the processes Ronald had the foresight to venture into. Greg Morton, the current CEO and managing director of Dominion Sure Seal recalls his father’s foray as one of the first to supply plastic repair products to the industry in the 1980s.

“We were one of the first and top players in that business, plastic repair for bumpers and products like that. It quickly became competitive when everyone else caught on and started selling it, too,” said Morton.

“We also invented the first-ever plastic repair line and the first spray-in liquid

COLLISION REPAIR COLLISIONREPAIRMAG.COM

bedliner in 1996,” he added nonchalantly.

The junior Morton has long been a part of Dominion Sure Seal, first under his father’s leadership at 13 years old in a part-time role. Ronald died in 2011, passing the torch to his son, now touted his own impressive accolades in the industry.

“When my father died, I felt a lot of people in the industry wrote me off,” Morton told Collision Repair. “They saw me as a spoiled brat—and maybe I came off a bit that way at the time—but I’ve always had the experience and results to back up my expertise.”

Morton served as the managing director of Meguiar’s Canada from 1995 to 2009, when the brand was acquired by 3M. Shortly thereafter, he went back to work with his father full-time, stocked with nearly 15 years of experience running the successful aftermarket supplier.

ANNIVERSARY SPECIAL

From the archives, Ronald Morton.

“After fifty years, we’re still familyowned. Both my brother and my mom work here.”

— Greg Morton, CEO and managing director, Dominion Sure Seal The late Ronald Morton, founder of Dominion Sure Seal.

When Morton was featured in a 2018 Collision Repair mag executive vision, he said Dominion Sure Seal’s primary goal was growth—and grown, it has.

“We’ve grown substantially, especially in the United States.”

In the last five years, the company has hired two representatives for the U.S.—one on the West Coast and another on the East— who have been “amazing,” Morton added.

“They each increased their business by nearly 50 percent last year—they’ve been rockstars for us.”

And the growth has not been limited to the U.S. market.

“We have seven representatives in Canada, all of whom have helped drive significant growth here,” said Morton. “Overall, the size of the business has doubled since I took over from my dad just over ten years ago.”

One of the keys to fostering a great team is support for your staff, according to Greg and the Dominion Sure Seal philosophy.

“Reward your staff, give them plenty of flexibility—and do not micromanage.

“Everyone on our team is free to treat it like they’re own business, to an extent— they’ve all been here for such a long time.

We’re talking upwards of 20 years.”

Another integral part of doing good business is keeping good relationships with your industry connections, says Morton.

"When I talk to my customers and suppliers I refer to them as our partners, and it shows in our flexibility.

We work with our suppliers on multiple levels; we sponsor their events, we’re a major sponsor of the Canadian Collision Industry Forum (CCIF), customer and industry golf tournaments,

Just one of the ornate awards collected by Dominion Sure Seal over the years, awarded by the International Autobody Marketing Group for the company’s outstanding performance and support of its partners.

—we feel we do our part to support any initiative we can.”

Perhaps the most impressive of Dominion Sure Seal’s core values lays in its 50-year history as a family-owned company.

“After fifty years, we’re still family-owned.

Both myself and my brother, Derek, work here. It’s been key for our business, having a tight-knit, family-oriented team. It helps us be reactive in our processes—we’re able to solve problems quickly and get the job done fast.”

Finally, Dominion Sure Seal’s record as a Canadian-owned company gives yet another reason for its anniversary to be grandly celebrated.

“You know, I’ve considered changing our logo to remove the Canadian flag, just considering our other markets. Then I’ll always think, no, this isn’t necessary. We’re a proud Canadian company.”

ISSUE 21#3 | COLLISION REPAIR

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EVENTS

TOGETHER AT LAST AIA Canada gathers for first in-person AGM since 2019

T

he Automotive Industries Association of Canada (AIA Canada) held its annual general meeting in May, where members of the Canadian aftermarket industry gathered in person for the first time since 2019.

The event was held at the Delta Hotels Toronto Airport Conference Centre on May 10 and 11. A Future of Mobility-themed reception opened the event, where Graham Jeffery, vice president of automotive merchandising for Canadian Tire corporation was presented with the 2022 Young Leader of the Year award.

The evening continued with a fireside chat between J.F. Champagne, president of AIA Canada, and Ted Graham, innovation strategist and bestselling author of The Uber of Everything: How the Freed Market Economy is Disrupting and Delighting.

When the presentations were done, attendees were quick to request some evening programming in the form of the Toronto Maple Leafs versus Tampa Bay Lightning playoff game.

Flavio Battilana, COO of CSN Collision Centres; Gloria Mann, VP of Industry Relations, Media Matters, and Shannon Tardiff, general manager of field operations, Eastern Canada for CSN Collision Centres.

Graham Jeffrey, vice president of automotive merchandising for Canadian Tire Corporation, receives the 2022 Young Leader of the Year award from J.F. Champagne, president, AIA Canada.

Ted Graham, innovation strategist and bestselling author of The Uber of Everything: How the Freed Market Economy is Disrupting and Delighting, delivered a future-focussed fireside chat as attendees enjoyed the reception.

ISSUE 21#3 | COLLISION REPAIR

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EVENTS

Dave Fifield, COO for Wakefield Canada, and Steve Leal, CEO and president, Fix Network World.

The event continued the next day with the organization’s annual general meeting and luncheon, where it announced new additions to its board of directors and executive committee.

Pamela Lee, Joey Miceli and James Channer earned positions on the AIA Canada Board of Directors. Lee is the COO and CFO of Mr. Lube Canada, as well as a chartered account, with more than 25 years of experience in the automotive, telecommunications and forestry industries; Miceli serves as the COO of Group Del Vasto and has also served as director of purchasing for the company beginning in 1996, before climbing to the role of vice president of purchasing in 2001, and eventually making his way to becoming the vice president of purchasing and operations in 2003. Channer is the co-founder and COO of In Motion Brands and has worked alongside major aftermarket businesses to help build their brands for the last 25 years.

Lee, Miceli and Channer will serve on the AIA Board of Directors until 2025; additionally, vice president of automotive merchandising at Canadian Tire and recipient of the 2022 Young Leader of the Year award, Graham Jeffery was elected to a one-year term on the board of directors.

On the Executive Committee side, Jason Yurchak, senior vice president of Worldpac Canada was appointed to the position of chairman; Shannon Spano, vice president of sales for Wakefield Canada, to the position of first vice-chair; Ryan Bruno, president of CSN Collision Centres, to the position of second vice chair; and Bob Jaworski, president and general manager of auto electric service, to the position of immediate past chairman.

The excitement was palpable throughout the event— and Collision Repair was there to witness it all.

34

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Ted Graham, fireside chat speaker, and AIA Canada president J.F. Champagne pose for a photo op.

Jason Yurchak, senior vice president of Worldpac Canada was appointed to the position of AIA chairman.

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INDUSTRY PROFILE

Meghan McEwen is breaking down boundaries, mastering one skill at a time

Today, Meghan McEwen works in British Columbia as a dual-trade technician with 11 years experience. She is an automotive service-tech apprentice and automotive refinisher, a motorsports enthusiast with her own race team and a proud Mustang Bullitt owner.

Story by KATE NG

I

t wasn’t just the logo on the Mustang that caught Meghan McEwen’s eyes as a child. The aggressive curves of the 1999-2004 Mustang, drag racers on TV deploying parachutes and howling car engines were some of the memories that led her to an established career in the autobody industry.

“I loved cars as far back as my memory goes. I would always point them out in traffic and say to my mom, I want the car with the pony on it!” she recalls.

Today, she works in British Columbia as a dual-trade technician with 11 years experience. She is an automotive service-tech apprentice and automotive refinisher, a motorsports enthusiast with her own race team and a proud owner of two Ford models—one, a Bullitt Mustang.

Getting here was not easy though– Meghan began in the cosmetics industry—but when she couldn’t find a way to get her love of cars out of her head, she eventually made the jump to autobody.

“To be a technician, you have to have a certain personality and a certain attitude,” Meghan told Collision Repair over Zoom. “I never saw myself as an office kind of person.

I've always liked working with my hands, problem-solving, thinking critically, that aspect of being a technician.”

ISSUE 21#3 | COLLISION REPAIR

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INDUSTRY PROFILE

When Meghan sees higher volumes of girls applying to trade schools, getting hired and receiving proper internships—a world where women are truly equal in the trades—she says she’ll feel she can rest, knowing she made a difference.

“I hope that 10 years down the road, you can walk into a shop and you can say with certainty there was a girl who worked on the car.”

– Meghan McEwen, Dual-trade technician, Motorsports enthusiast Meghan says some people know her by the nickname, ‘Miss Sikkens’. Her favourite clearcoat is Sikkens Autoclear Superior 250.

“Nothing else compares to the atomization, gloss and durability of Superior. It is appropriately named!” she said.

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To make this crossover, she worked parttime in cosmetics to finance her slow but essential acquisition of equipment. This wasn’t a matter of passion, just a logistical reality.

Like so many others, Meghan had to prove to those around her that she could not only succeed at this new job but outperform her peers. This started as early as she began training.

“My career choice was not welcomed with open arms. I always got questioned about why I wanted to have a career in the trades, or work on cars,” she said. “Keep in mind that when I started out, I was only 17 years old. It was very frustrating and lonely to have absolutely zero support in this adventure.”

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Even without the support that so many others take for granted, her sheer tenacity helped her finish the program and earn her red-seal certification: her proudest accomplishment.

“It may not seem like a big deal to some, but it was a lengthy, difficult process that seemed like it was impossible.”

The issue of gender inequality is sensitive subject across multiple industries. This issue goes beyond employer fairness, beginning as early as adolescents begin selecting career fields.

“In general, the trades are still prejudiced [against] women. I'd like to see the day where this isn't a problem, but unfortunately, even in 2022, it still exists,” she said.

Meghan faced discouragement since trade school, even as a fully-fledged technician.

“There were a lot of doubts; people told me it's dirty, dusty hard work. At five footfour, I'm a small stature female. People pass judgments like, ‘oh, that could be difficult,’ just due to my size,” Meghan said.

For Meghan, her tenacity stems from her mission to inspire young girls considering Canada’s autobody industry–to build the

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industry she wished for, but never had.

Growing up, her role models were few: the late Jesse Combs, and the force sisters going into the Northern Late Model Racing Association.

“To be honest, that's kind of all I had. it just goes to show you the importance of role models,” Meghan recalls. “Ultimately my passion for vehicles is what drove me, no pun intended. You do it anyway, even if you're scared or frustrated. It's the same in racing.”

“I hope that 10 years down the road, you can walk into a shop and you can say, there's a girl who worked on the car,” she said.

She describes a future where girls are applying to trade schools, getting hired and receiving proper internships—a world where women are truly equal in the trades.

“That would be when I find some peace in my life and go, okay. I made a difference; I can rest knowing that I changed something.”

For the time being, she hopes to bring her motorsports team to the United States, track racing in Washington. However, with COVID restrictions in flux, nothing is certain.

“We'll just see where the future takes us.”

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SPECIAL FEATURE

BUILDING BRANDS WITH BOB LEIBEL

Reflecting on his career in bettering businesses

Bob Leibel served as the director of sales and operations for Sherwin Williams Canada for 21 years.

Story by MAX REID

A

s he closes the book on a long career working at the highest levels of our industry, devoting himself to the development of brand strategies that would prove foundational to the modern collision repair process, Bob Leibel has earned his time in the spotlight.

Having worked as the director of sales and operations at Sherwin Williams Canada for the past 21 years, Bob has been with this industry at its peaks, and in its valleys.

He has witnessed first-hand the rapid consolidation of the collision repair space to network models, as well as the implementation of VOC regulations for automotive paint back in 2008—obviously, a significant milestone in the operational life of a paint company.

But the auto world hasn’t always been the one Bob lives in. In fact, some of his core skills are rooted in a certain company with a famous red font.

“I have 25 years in the auto industry, but prior to that I spent 11 years with the CocaCola company and managed the business in western Canada,” Bob said, over the phone with Collision Repair. “I was the general manager for the province of Saskatchewan and Alberta.”

Whether with Coca-Cola or during a fouryear stint with another notable auto paint player, Bob proved he was capable of leading large operational territories while continuing to hone his own understanding of the different industries and how they function.

“With Coca-Cola, our whole business was about channel strategy. In my role with another paint distributor, it was very similar, but that was strictly a distribution business.

For me, I was fully engulfed in a distribution business there. At Sherwin Williams the 40

Bob thanks all his colleagues from the industry for their well wishes and support, especially his Sherwin Williams family.

fresh, new element was that we owned our own stores,” said Bob. “We owned our own stores and sold to a few hundred distributors. We sold to competing stores, but still managed to operate our own stores through branding.”

Bob used his keen business knowledge to formulate a plan for navigating the multifaceted business platform he was now tasked with running.

“We created a brand structure for our corporate stores and our distribution business—that is how we managed to coexist and grow both segments of the business,” said Bob. “In that case, what I brought to the table was the ability to create an environment where we could compete with the distribution side of the business, supply both sides of the business and not have it interfere with anybody’s growth.

That was a result of my past experience with all of these different companies.”

When unforeseen obstacles are thrown in the direction of your company, there are few people who warrant more trust than Bob to find a clear path through the wreckage, as he proved over the past two years in his

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contribution to Sherwin’s handling of the COVID-19 pandemic.

An innovator and chronic critical thinker, when Bob saw much of his competition heading down a stream that felt more destructive than constructive; he elected to swim upriver.

“Companies of our size were thinking, ‘Well, we’ve got to trim some folks and cut some costs’ because business was not great at that time. In Canada, we chose not to do that; we chose to keep everybody. We didn’t let anybody go, we didn’t furlough anybody,” Bob said, with an audible sense of pride in his voice.

“We took the time to build training programs online for our own people and put them on a curriculum. We trained them on the things we never had time to train them on. When the time came to hit the pavement, they hit the pavement running.”

Bob credits much of the progress he made during the pandemic to support from Sherwin’s head office, who he said were not only a big help for getting training programs online, but for getting it done in what he considers record time.

SPECIAL FEATURE

“2020 was the most successful year of my entire career at Sherwin Williams—in the middle of the pandemic,” Bob admitted; finding it to also be a good opportunity to close out his career on a high by announcing his retirement in February 2022.

“The pandemic made me decide that maybe it was time to go. I turned 60 and said ‘I’m going to retire and my wife Deanne and I are going to travel.’”

After a career of untangling the complex threads of a modern retail and distribution corporation, Bob says he is excited to have exactly three things on his mind for the time being—his two new grandsons and his lake house.

“We have couple brand new grandsons and a place in the mountains on a lake, so we’ll be spending a lot of time out there,” said Bob. When asked if he had any parting words for the industry he dedicated so much of himself to, Bob recalled a sense of solidarity he once held with the industry at-large and the desire for that solidarity to continue to prevail in times of strife.

Bob and Sherwin Williams colleagues Angela Baillie and Serge le Blanc.

“I look back to all of the rules and regulations we had to go through when VOC regulations came into play in Canada—that was a challenge. We all had inventory that we had to work through; we all had challenges in moving into a whole different product line with a whole different structure. The industry, as a group, worked together to make that happen. That’s just one example, but there are many other examples of that going on.”

To those he spent his days with, Bob said “I would like to thank all of my colleagues from the industry for their well wishes and support; mostly the Sherwin Williams family.

I will truly miss them.”

As for retirement plans, Bob and his wife Deanne plan to travel and spend time with their young grandsons at their place in the mountains.

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41

FACILITY FOCUS

WALTER MORSE ON MERIT How the Creston, B.C. shopowner stays true to quality repairs and the community

Creston, B.C.’s High Caliber Auto Collision & Repair known for going above and beyond their customer’s expectations.

Story by CHASE CLOUGH

W

alter Morse, owner of High Caliber Auto Collision & Repair and his team of skilled technicians have been servicing the people of the Creston Valley for 14 years. Located in Creston, British Columbia with a population of 5,600, the facility is nestled in a rural location with many surrounding small farming communities and brings the service area up to 15,000 customers.

“The customers are the key to success, they are in the area because they love the climate, the unique charms of the local artisans and enjoy the small-town atmosphere,” says Morse.

Being just a 10-minute drive north of the Idaho border has this town surrounded by beautiful nature scenes in every direction.

The mountains, lakes and streams that sprawl across the landscape provide the citizens with various outdoor recreational activities.

Walter and his wife, Annette enjoy camping, fishing, archery and spending their spare time in the wilderness with their two children. Farmers markets are a large attraction to the area, the apple and cherry orchards throughout the community export their produce worldwide. In the past decade vineyards have also become quite popular; it is a pleasure to enjoy a glass of local wines during the evening. The pair are also very active in the volunteer sphere, dedicating their time to helping with community events, youth programs and wildlife conservation whenever possible.

In 2008, the shop started with just five employees and three bays—two of which 42

The facility has come a long way since 2008, when it had just five employees and one bay. Now, High Caliber has 11 employees and three bays.

were rented out to other smaller businesses.

The shop has expanded immensely since then, taking over those bays and touting 11 full-time employees on their docket. The facility’s floor plan has also doubled, adding a drive-through paint booth to improve both workflow and efficiency.

High Caliber is known for going above and beyond their customer’s expectations. Walter says that they “treat everyone with respect and pride themselves on customer service, quality workmanship from professional, skilled technicians.” The shop specializes in insurance claims and repairs, which is important to Walter. In his town, many collisions involve wildlife and cause severe damage. Without the support of the insurance companies, many of the necessary services the customers need would be unaffordable, says Walter. Instead, his clientele know they can come to him and

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his team and only pay their deductible for a “like new” vehicle after repairs.

Walter also provides his customers with lifetime guarantees. He says it lets his customers feel at ease—they understand that the shop cares about them and prioritize solid work over potential profits. According to him, customers “are assured our repairs are done to OEM standards and we stand behind our work.”

Going the extra mile has been proven to work too. Word of mouth has been the most effective marketing thus far for High Caliber with “the majority of our customers coming to us because of our outstanding reputation from their friends or family members.”

As a collision centre owner, not only are the relationships with clients important to Walter, but so are the ones with his employees. It is a true team culture where each person’s skills

FACILITY FOCUS

CHASE CLOUGH

of DRIVE has a wide range of Marketing knowledge, including content creation across all social platforms, writing and editing. Her recent Marketing positions include Florida State’s Career Center and she is now a master’s candidate at Florida State University. Chase uses these skills in her position at DRIVE based in Monrovia, California.

and personality compliments and supports the others. He loves working with others and the ability to mentor each other.

Walter cites his understanding of what it means to create a shop culture to being a DRIVE client. Before attending DRIVE’s workshops, he says there were moments where he had trouble communicating his expectations to employees.

Now, they have “developed better training, policies, guidelines and job descriptions so that everyone at High Caliber knows what is expected of them and where to find direction if needed.” And, with an advisor to help keep him on track, he has been consistently hitting his goals and continually moving in the right direction.

He also knows being a part of industry

associations is good for business. In addition to DRIVE, High Caliber is a member of the Canadian Collision Industry Accreditation Program (CCIAP) and Quality Assured Group (QA Group) which gives them “better buying power from suppliers and support from other shop owners in the area.” The shop also works with the Automotive Retailers Association (ARA) for a voice with industry leaders.

A love for the collision repair industry also constantly keeps Walter pushing to succeed and better his business.

“It is a dynamic environment; things are always evolving, and we are continuously learning new techniques to keep up with industry changes.”

With each new material, electronic communication system, or piece of equipment

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there’s always a new way to get a job done. To him, the best part is the feeling after helping those in need.

Reinforcing the tight-knit nature of Canada’s collision repair community, Walter also finds joy in networking with fellow owners in the collision repair industry.

“I love learning from other professionals, from how they came to own a shop to their own experiences in the trade. To workshop solutions to problems specific to their work, give advice about struggles they’ve faced and hear how they’ve overcome them—it provides great opportunities to add prosperity and foster the industry connection.”

Walter leaves readers with his most valued piece of advice: “Always be true to your word and the services you can provide.”

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100 Industrial Blvd. | Fountain Inn, SC 29644 ISSUE 21#3 | COLLISION REPAIR

43

FACILITY FOCUS

Jeff Pabst, GM of Canadian collision operations for Pfaff, and Dan Silvestri, general manager of Pfaff Autoworks Markham.

SEEING DOUBLE There’s a new Pfaff Autoworks in town

Story by ALLISON ROGERS

W

hat’s nearly 4,500 sq. m., smells brand-new and sparkles all over?

The new Pfaff Autoworks location in Markham, Ontario, of course.

The company now touts two collision repair facilities—the other in Vaughan, Ontario—in addition to a portfolio of dealerships across the southern tip of the province.

The new facility is located just down the road from the Markville Mall and a stone’s throw from Pfaff ’s Porsche and BMW Mini dealerships. It’s a project that was nearly five years in the making—and the efforts put into its design are apparent.

Jeff Pabst, Pfaff 's general manager of Canadian collision operations and Dan Silvestri, GM of Pfaff Autoworks Markham, helped design the building, which served as a lighting manufacturing facility in the 1970s. Faced with an expansive space, the options were endless.

“It was pretty run down,” said Pabst. “There were loading docks in the front, which flooded in the spring. The first time I came here they had skids set up like a little bridge.”

The team chose to stick with an open-concept design, always allowing production floor staff access to the sparkling shop floor.

The original design plans were approved 44

The team opted for an open-concept design. The only additional element awaiting installation is a hip-high wall, “for safety,” said Pabst.

more than four years ago, though, thanks to the pandemic and other delays, construction didn’t begin until the summer of 2021.

The building also features a drive-thru estimation station, several commercial-size paint booths and, eventually, will also offer mechanical service.

“We’re geared up for [mechanical] and we do our scanning in house right now. We’ll get there—we do a ton of mechanical work at our Vaughan location.”

It’s no secret that skilled staff are hard to find; but Pfaff Markham has had some of its team members signed to the new facility for more than two years.

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Pfaff Autoworks Markham is just down the street from Pfaff MINI Markham and Pfaff’s Porsche Centre Markham.

FACILITY FOCUS

The nearly 4,500 sq.-m. facility (47,500 sq. ft.) has a spacious learning centre with ample natural light, located upstairs, just across from a boardroom overlooking the production floor.

“Well, we actually hired [Silvestri] for the job almost four years ago,” said Pabst. “The anticipation was that we’d be open within a year, maybe a year and a half. Then COVID happened, and here we are—about threeand-a-quarter years later.”

Some employees at Pfaff Autoworks Vaughan have been serving under Pabst for more than ten years. In Markham, the same plans to foster staff success are already in place, with one technician heading to Atlanta for training and many more educational efforts—and OEM certifications—to come.

“Our shop foreman in Vaughan, Rob Gargaro has been an amazing mentor for our

The facility—which was originally built as a lighting manufacturer— opened as Pfaff Autoworks Markham in March 2021.

apprentices. If a technician reached their level three and had a good amount of hours, they would spend a year or two shadowing Rob at the end of their apprenticeship. That’s when they’d get to aluminum structural bonding, riveting and big hits.

“We have three or four people that have gone through that program and are now doing their own thing, making their own flat rate hours and doing big jobs.”

With Gargaro a shop staple at Pfaff Autoworks Vaughan, Pabst and Silvestri are hoping to pick up another Rob-type-teacher to lead the young talent at its Markham location.

TWICEAS NICE

Another training effort has been learning the ropes of BASF’s Glasurit 100 line. “[Refinishing] was a bit of a learning curve, especially for our painter, who has experience in BASF—but the 90 line,” said Pabst. “Our prepper, Alexandra, came from our Vaughan store. She had some experience with the product, so that helped with support as well.”

While the team is still getting the final pieces of equipment into place—a 5S reorganization strategy is scheduled for the coming weeks—business has been going well for the new Pfaff centre. A steady flow of work has kept the team busy in its first five weeks of operation.

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ISSUE 21#3 | COLLISION REPAIR

45

THE MOST IMPORTANT ADAS QUESTION Are you in, or are you out?

A

s a collision shop, maybe you do alignments; maybe you don’t.

Should you?

As a collision shop, maybe you do ADAS work; probably you don’t. Should you?

You should. It’s your shop. Make it your work.

Wheel alignments are traditionally among the highest-margin services a shop can perform. Subletting them out allows someone else to enjoy that profitability, leaving you the headaches of longer cycle time, transport risk and quality control.

But more importantly, the automotive industry is nearing a point where doing an alignment without also doing ADAS work, or doing ADAS work without doing the necessary alignment, will be increasingly rare.

They’ll no longer be mutually exclusive.

An alignment is needed because if the wheels aren’t going straight, then neither is the ADAS. This is deceptively critical, because radar or a camera that’s a tiny bit off in the shop will be yards off on the actual road, defeating the system’s entire purpose.

In turn, ADAS calibrations are needed because a wide variety of everyday events now

require them, from windshield replacement to changes in ride height or suspension or merely removing an undamaged ADAS component to complete an unrelated repair.

And, of course, collisions. If a vehicle is in your shop, by definition it will almost certainly need ADAS work. Which is good, because ADAS work is profitable, too.

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clear, onscreen instruction every step of the way.

Additionally, ADASLink® and the WinAlign® software provide thorough pre- and postscan insurance documentation to ensure calibrations were completed in compliance with OE requirements. The reports may also be accessed through HunterNet® 2, Hunter’s online customer portal.

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by ADASLink™ alone. For static, in-bay calibrations, ADASLink™ combines with the Bosch DAS3000, using built-in cameras and rear wheel-mounted targets to position fixtures and mats in various positions around the vehicle—eliminating the uncertainty common with procedures that rely on strings, plumb bobs and tape measures.

In this way, ADAS and alignment work that comes into your shop, stays in your shop. And so does the profitability, reduced cycle times and quality control that comes with it.

TOM’S TALES

TEAMWORK MAKES THE DREAM WORK

We owe it to a recipe of collaboration and quick-thinking

Column by TOM BISSONNETTE

T

hree months into the new business I was feeling bruised and battered.

Down five staff members and working my tail off just to keep up I was lucky to have the remaining employees and my wife on my side. She was working part time at the local Technical College then she would come in and do reception work, bookkeeping filing —whatever it took.

The good news is that we were busy and growing quickly. I had a young painter recommended to me from another shop that was gracious enough to recommend he take the job because he could go no further than a prepper at their shop. His name was Dallas, and he took great pride in his work, immediately raising the bar for the quality of work we were producing. He brought one of his friends that was one of the best metal workers I have ever worked with—another notch up the quality meter.

48

... CONTINUED FROM PREVIOUS ISSUE

The big boost came when I got a call from Chelsea Stebner. She was working at another shop in town and was not feeling that it was the place for her long term. My wife and I were thrilled to welcome her to business.

Now I had somebody that understood my way of operating a business and was able to contribute towards growing it. Chelsea is strong where I am weak, she had my back in every instance that I dropped the ball and was a terrific addition to the front office. I could feel the tide was starting to turn.

My relief was short lived.

We were busy, but I was running out of cash!

Obviously, I missed the chapter on managing Work in Progress (WIP) otherwise I might not have found myself in this situation. Things came to a head when I had a Friday payroll to meet, and I did not have enough cash in the bank to cover it. I called Doug, my banker, and explained my situation. He asked me

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two questions: what is the total value of your receivables and what is the total value of your WIP? Fortunately, I was using a computerized management system and I was able to pull those reports in minutes then email them to him. He authorized the overdraft and life carried on. I had to do this several times, but I started to really focus on managing my WIP and cash flow, I always knew in advance when I could meet my financial obligations and if I could not, I simply called my supplier or the bank and explained my situation—they were always gracious. Eventually I managed to keep a cushion of at least three months of operating capital in my bank account. It was great to finally have more money than month and relieve that stress.

The Canadian Collision Industry Forum (CCIF) was just getting started in 2000 and I made a commitment to attend every single meeting. I certainly learned a lot from the

TOM’S TALES

various speakers but more importantly I was able to connect with successful shop owners like Glenn Hickey from Newfoundland, Dana Alexander from Fredericton, and Ken Friesen from Calgary—there were many others, but these were guys that I always looked up to and it was a privilege to spend quality time with them.

In addition to CCIF I joined a PPG Roundtable Group and I found it to be a wonderful experience. Not only did we receive timely and thought-provoking information, but I made friends with shop owners from across the country that I consider great friends to this day. Again, the information provided in the structured meetings was terrific but in between sessions and at meals I got to hear from other shop owners how they managed their business and the ideas that these conversations generated was simply amazing.

ISSUE 21#3 | COLLISION REPAIR

49

TOM’S TALES

Some of you are so fixated on never leaving your facility; I believe that you are missing out on learning from and helping other collision centres learn from you. I do not know any successful business owners that did it all by themselves. Generally, they are involved with some type of mentorship group. In addition, they are avid readers of books on business and human interactions. I discovered that the keys to success are found in the people you associate with and the books you read—it is that simple.

From 2000 to 2005 we established Parr Auto Body as being a great place to work and a great place to have your vehicle repaired. I am thankful to the staff and customers that have graced our doors over the years, every one of them contributed to our success and made us better. I was especially pleased to have my friend Don Pogoda join our staff after he had been away from the industry for the last 5 years. Don is a great mentor to our young people and customers love him.

He is also a great mentor to me and had no problem letting me know if I was off base on issues—I needed that at times.

In 2005 I had my initial loans all paid off and I wanted to buy the building from the previous owners. The good news is that they were willing to sell, the bad news is that the banks wanted at least 35 percent down in

TOM BISSONNETTE

is the director of the Saskatchewan Association of Automotive Repairers (SAAR). Tom’s Tales is a series of Collision Repair magazine articles chronicling his journey through the collision industry, since 1982. Besides telling his story, Tom hopes that today’s shopowners and manager can learn from his victories—and his mistakes.

50

COLLISION REPAIR COLLISIONREPAIRMAG.COM

Some of you are so fixated on never leaving your facility; I believe that you are missing out on learning from and helping other collision centres learn from you.

cash! What use is a bank if they can’t loan you money when you need it? The mortgage payment was less money than what I was paying in rent!

In any case I was directed to the Business Development Bank (BDC) in Saskatoon and met with one of the loan officers who walked me through the process and was flexible with down payments and monthly payments. I was very fortunate going this route because the following spring we had a lot of high-water levels, and our property was flooding. I had to hire a company to build up the ground level around our shop, put in a storm drain and then pave the entire parking lot. By the time this was done I had spent another $150,000.00 which the BDC stepped up and helped me with! Business seems to be going from one challenge to the next, but things always seem to work out. I think two of the best attributes you can have been thick skin and faith!

It was around this time that I attended my first PPG Green Belt Lean Management School. Both Don Pogoda, myself and our main auto body technician Bert attended this week-long training where we had our eyes opened to the possibilities of running a lean shop. One of the key components of truly running lean is to have teams of people working in unison—this does not usually work as well with flat rate employees. We made the decision to switch

our shop away from flat rate and go strictly straight time with a team pay element: to our dismay our lead technician, Bert, advised us that he thought we were making the right decision but that it was not for him—he had been a “lone ranger” for so long that he felt he would just move along.

I hated to see him go but at the same time I respected his decision and that he literally gave up 10 years of seniority. We were fortunate to find another seasoned journeyman technician that was willing to work with our young technicians at an hourly rate.

Since then, with the exception of one employee, we have grown all of our journeyman technicians. Our production people are totally committed to the straight time team concept, and it has generally served us well, the challenge has been that once they finally get competent, they are prime targets for other shops and insurance companies to hire. In fairness we must accept when these young folk get an opportunity somewhere else but after having invested so much time and energy in them it feels like losing one of your family when they go.

To address this concern, I made the decision around 2010 to sell some of the shares of my business to key employees that I did not want to lose. In my next article I will explain how that came about and how we made it work for all of us.

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VIEWS FROM THE WEST

THE KINDNESS DISRUPTION Customer service in the current conundrum

Column by CHELSEA STEBNER

H

ow’s the supply chain shortage hitting you these days? Let me guess— running into some snags? Holding onto vehicles that are unsafe to be driven?

Getting unscheduled tow ins without a spot to put it in? Are your customers wondering why you’re booking out so far in advance?

Have you noticed that people have lost their sense of kindness in the last couple of years? Impatience is at an all time high and the challenges we face in our businesses are stretching that even more.

Our businesses are adapting on so many levels.

Today, businesses are dealing with ripple effect from the supply chain, reduced profit margins, lengthened delivery times and negative impacts on customer satisfaction. I don’t know about you, but our customer care process has been adapted and continues to be—sometimes daily.

Now more than ever it’s important to make sure that our customers have the best and most up to date information available with respect to their vehicle repair. With the administrative burden continuing to be downloaded from insurance companies to collision repair shops, we are also becoming the go between and trusted point of contact for our customers.

Customer care today is highly evolved and a lot more in-depth. The questions and concerns from our customers are many.

A visit to a collision repair shop is no one’s idea of fun. It’s not like a visit to the stylist or the golf shop or an evening out for drinks and dinner. It’s a grudge visit. It’s often a customer’s first accident—or the first one in a long time—and the changes in both our industry and the insurance industry are fast-paced. A customer’s knowledge about their insurance is often minimal.

Following a collision, your customer is often angry with themselves, or with the party that caused damage. Sometimes they even throw their partner or spouse under the bus!

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They also want to know what they’re going to drive while their car is being fixed; cue the “You mean I don’t get a free car to drive?” cries and the cost questions—“It’s just a little scratch! YOU’RE CHARGING HOW MUCH?” And finally, the biggest question: “WHEN WILL MY CAR BE READY? Last time it was in a bodyshop it only took a day. There are eight hours on the claim—what do you mean it’ll be in the shop for more than one day?”

CUSTOMER CARE TODAY IS HIGHLY EVOLVED AND A LOT MORE IN-DEPTH. Okay, don’t get offended; I’m not making fun, I’m just telling it like it is. It’s our job to take care—to instill trust, and to educate as respectfully as possible. All while navigating our vendors and the outrageous but real supply chain shortages, the delivery of said parts which is a mess as well, our insurance companies and their many arms, sublet repairs required, car rental companies and the circle that winds back to customer care.

Not only are we ensuring a customer has signed and understood their Repair Authorization, along with repair timelines, rental cars, sublets, calibrations, and test drives but we’re also explaining and encouraging purchase of Loss of Use and Replacement Cost on future vehicle policies and helping them understand and navigate potential total loss situations; many times without the insurance companies sharing the information first.

In addition to that, we are breaking hearts with parts delays daily. We are rescheduling vehicles, doing temporary repairs, managing I.O.U.s, and doing follow ups with our vendors.

Our customer care is transparent; we tell it like it is, and sometimes we don’t know what the answer is. “Hey Mrs. Jones, our supplier told us the door we need to begin your repairs

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is in a container on a ship…somewhere…on its way to us.” We commiserate with them and tell them we will do everything we can to get them safely back on the road as quickly as possible. Then we think outside the box and figure out if, or how we can expedite it.

It is honest and kind and respectful.

We also document with emails and notes in files. We CC insurance adjustors. We share the process vehicles follow while in our care.

We let them know when we make a mistake.

And we celebrate when the parts trickle in for the repair.

Of course, there will always be that customer that gets under our skin; where, no matter what we do, no matter how we strive to satisfy them, it won’t ever happen!

At that point, our job is to kill ’em with kindness. Trust me—you always want to look back and know that you and your team have acted with integrity and respect throughout a trying time.

I’ve only hit the tip of the iceberg on customer care and how we’re adapting— but remember, most importantly, kindness matters, in everything we do.

Now more than ever.

CHELSEA STEBNER

is the CEO and managing partner of Parr Auto Body in Saskatoon, Saskatchewan.

She can be reached at chelsea@parrautobody.com.

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LET’S TALK TRAINING

THE SYNTHESIS OF OUR INDUSTRY Combining two or more distinct entities—a.k.a., just weld’er up

Column by STEFANO LIESSI

I

f I had $6.72 for every time I heard “my guy has been doing this for thirty years—this welding certification is a waste of time,” I would be independently wealthy.

There are a lot of managers and owners that have fallen behind on their quality control.

To be fair, many don’t know what they don’t know. Saying it this way has a far better tact than ‘ignorance is bliss’.

Now I get it, after someone has spent the last few decades performing career tasks repeatedly, they should be good at it, right? Not necessarily. As with any form of learning, the source from which you begin sets forth the path you will most likely travel. Let me elaborate.

I grew up in Port Credit, Ontario, a small area south of Mississauga and just outside of Toronto. Back in the early 80s I started my career in collision repair—during my high school days, just as the wheel was invented.

My introduction to welding was as follows; for full effect, read in Pauly from the Godfather’s accent.

“Franco! Show Stefano how to weld ’dat patch with da MIG!” “Sure thing, Tony! Okay, Stefano, you see ah da tape on dat there knob, you no touch that knob, or else I break your finger. Im’a set ’ya up real

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nice. See, you put da clamp on here, da striker, and put a squeeze on da trigger ’til ’ya hear the WHOOSH sound—that’s da gas—you hear da bacon, everything’s good.”

And there you have it, welding 101 from Franco. Sadly, this is not embellished.

Now, if I had not taken the initiative to better advance myself from that point forward, I could very well still be performing the safety squint when welding. If you look at the demographics that currently make up our industry, do some mental math, you will find that more than one of my session participants likely had a Franco-type teach them to weld too.

The modern-day vehicle has advanced dramatically since my session with Franco; it requires an effort on the part of the tech and the shop to upgrade and professionally develop. The level of intricacy and precision these vehicles are built with requires the equal amount of precision in the repair process.

Having said this, we are not welders by trade—we are technicians that utilize the art of welding in our repair process, however, we are not welding daily. We require knowledge regarding the substrates we are faced with, the methods of welding these substrates, and the equipment that is used today. One and done,

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set it and forget it are long gone in our world. If this is your thought process, you need to rethink your career path, perhaps a flower shop is in your future, or… some training.

So, who is attending the training? Technicians, you know, the ones that Franco taught. If someone has been referring to their education from the School of Franco over the years, you can see how doing something for decades may not make you good at it. Also, managers, estimators, and insurance folk alike should also be attending some of these hands-on development sessions, so they understand what is involved.

Each time I hold a session I find that everyone takes away something new. What amazes me to no end is how few technicians attend and how basically no estimators or insurance people attend. Here is something to think about: if I was to hand everyone who walked into a session the required coupons to complete the ten I-CAR welds for certification with one attempt at each, no one would be certified.

That scenario is no different than welding a vehicle without setting up your welder. As technicians, and administrative personnel in the field, you have a fiduciary duty to keep up with the Joneses on the skill side of things to perform repairs to someone’s vehicle. This

LET’S TALK TRAINING

AS WITH ANY FORM OF LEARNING, THE SOURCE FROM WHICH YOU BEGIN SETS FORTH THE PATH YOU WILL MOST LIKELY TRAVEL. LET ME ELABORATE. involves training, developing, upgrading and practice. If you think Tiger Woods doesn’t practice, think again.

Therefore, we have welder set up time on our sheet—you are putting that on there, right? Regardless of how good you think the tech might be, they need to set up the welder, complete destructive tests, document and verify.

The OEMs require you to do this, many outline the specs of these tests. It is NOT included in operations, and it is NOT negotiable. This needs to be done for aluminum, silicon bronze, squeeze type, steel, even rivet bond. This is a line item for each substrate.

I am astounded at what I see in shops. I see pieces of equipment that just hours before were being used to repair a vehicle that are almost unusable. How? I don’t know. Just look at the photos with the article, these are real scenarios.

Today’s equipment is fantastic compared to what I used with Franco. Maintain it, it is

costly and fragile, and it makes you money.

Too many times I have heard techs say, “this welder is crap!” Yes, you are correct the welder is crap—if only said welder new how to use and maintain it.

We may not do as much welding as we once did, which makes it even more imperative to keep up your skill set by attending training, practice proper estimating to include welder set up time, complete destructive tests, and practice those welds. You should as a technician try to put in an hour or two a week minimum, refresh yourself on each substrate and applicable machine.

If you can, try to educate the administrative positions on the nuances of welding on todays vehicles. In my opinion, and you are entitled to my opinion, a little effort goes a long way.

This will make you a better technician, a better shop, better working environment, and safer repairs with a clear conscience.

STEFANO LIESSI

A Red Seal technician and founder of Canadian Collision Specialist, Stefano Liessi enhances his experience with 12 years of I-CAR instructing, coupled with high school teaching to bring training that encompasses all learning types. With experience on the corporate side of the industry, as well as in management and ownership, Stefano’s focus is proper repairs and equitably for all people involved in the collision industry.

ISSUE 21#3 | COLLISION REPAIR

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WHO’S DRIVING

GETTING THE SHINE BACK Part One: Investigating expectations

Column by JAY PERRY

W

hen we embark on our careers, I believe most people could be assessed as idealistic. What I mean is that the vision of successfully interacting with customers is prominent in our thinking.

We want to help everyone that comes to us.

We are confident that we can help everyone.

Two significant factors happen in the ensuing years that buff the shine off that glossy viewpoint; one is that we mature and realize that some customers do not fit with or even understand [our product offering...] It’s obvious if you own a fruit stand and someone comes in to buy fish, that isn’t going to work.

When the customer is not educated enough

Assuming we have a customer that could use our service-level, we must check three fundamentals is the transaction is going to end on a good note. Over the next few issues of Collision Repair mag, we will discuss details of these but today we are going to focus on one that involves perception.

The first item of the three is the quality they are demanding. Are their requests commensurate with our team’s abilities?

We all like to think we are the best at what we do. Approximately 80 percent of companies surveyed said their quality was lead in their industry. That’s mathematically impossible so we know it is one of the biases we have

and a perfect finish are two different things, so I would ask if they wanted invisible or just a 90 percent repair. You must discover the expectation level of the customer thinks they want—not what you think they want.

There is an adage: to under-promise and over-deliver is the key to successful customer experiences. If you don’t know the expectation of quality in rock-solid form, you cannot do either.

So, first step—investigate! That’s part one of three to get your shine back and keep you the one who’s driving!

YOU MUST DISCOVER THE EXPECTATION LEVEL OF THE CUSTOMER THINKS THEY WANT— NOT WHAT YOU THINK THEY WANT. as to what we offer, or we have a false belief we can make things work, disappointment follows.

The other factor is that customer expectations continue to rise, causing us to rethink the way we approach offering our services or products. This one can become easier to fix when we put a little effort into realizing a few truths and enact strategies that support a more successful outcome with customers. That’s what each of us leaders want; for our teams to succeed in handling the difficult customers we all face from time to time.

discussed in past articles in that thinking.

Remember: we all tend to overestimate our own abilities while we underestimate the abilities of others.

The real answer to what we can reliably deliver to please a customer must be ascertained through investigation. That means asking lots of questions around what is acceptable to the customer.

I’ll give you an example from my days of running a collision repair business. Inevitably, a customer always wanted a little more done to their vehicle than the initial claim. Often that was touch up a scratch. Well, a touch up

JAY PERRY

is the founder of Ally Business Coaching, a process improvement and leadership development firm, and co-author of the book Success Manifesto with Brian Tracy. Jay is also an education partner with California Coast University in Santa Ana, California.

He can be reached at jayperryally@gmail.com.

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WHERE THE CASH IS AT

Five income-generating ideas for your collision repair facility Column by VENESSA DI VITO

I

t’s crazy to think that every big brand that exists today—including Coca Cola, Ford, and McDonalds—first started out as a small business. Each entity once found itself in the exact same position as many of us to begin with; and yet, by adhering to the right strategies and partnering with the right people, they’ve succeeded in growing into the massive entities they are today. If they were able to do it, why can’t you?

I’m not suggesting that everyone should revise their company goals to duplicate this kind of success, but I do believe that opportunities for generating additional income—and for growing your brand’s sales, profits, and relationships—are directly tied to the effort put in, both by you and the supporters of your brand.

As a small business owner, myself, I was curious about how these big companies managed to get so big and to stay that way. In the last five years, I’ve spent a lot of time studying their stories to understand their secrets, and today I’m going to share my findings with you.

As you wait for me to let you in on what they did to experience exponential growth in size and profitability, you’re probably wondering: why would this matter to a smaller-sized collision repair facility? And how could these tips impact my collision repair facility’s ability to generate additional income?

Surprisingly, I found no obvious magic pill or explanation as to how these large and in-charge companies got that way. Their ability to build credibility, secure financial support, and experience almost unlimited success appears to have been the result of just a few key strategies they put in place.

And that is the real goal of this article. I want to inspire and motivate those in the collision repair industry, helping them to

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see how out-of-the-box thinking can and will give rise to exciting opportunities and increased profitability.

So, how can a smaller size (or even larger size) business grow sales and profits in 2022? What tactics can your business implement— immediately—to start seeing powerful results?

Additional income opportunities Let’s look at some concrete suggestions for generating additional income. First, though—a word of advice. This might sound familiar to anyone who has tried to implement additional income strategies with limited success:

ADDITIONAL INCOME WILL NOT COME EASILY UNLESS YOU’RE WILLING TO THINK OUTSIDE THE BOX, DO THINGS DIFFERENTLY, AND PUT IN THE NECESSARY TIME, EFFORT, AND HARD WORK TO SUCCEED. Ready to change things up? Without further ado, here are some strategies that big brands use to increase sales, profits, and loyalty within their markets, and within your local market too:

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THE BIG PLAYERS FOCUS ON STABILITY Corporations focus on keeping their business financially stable while looking at potential opportunities to grow. So, what does this mean for you? Are your estimates stable and consistent? Do you make sure that on every file, your estimators are doing everything possible to fix the car safely and to the highest standards? Are you making sure you’re getting paid for what you’re doing? I am not talking about the line items that we all know insurance companies just won’t pay for. I am talking about the line items you are doing that the insurance company WILL pay for—but you’re just not charging them for it.

THEY BUILD PARTNERSHIPS Big corporations understand the power of solidifying strong partnerships with other businesses.

So, what are you doing to establish strategic partnerships with dealerships or others in your local community? Lasting partnerships require much more—including shared goals, a clear strategy and ongoing communication—for all parties to win.

ISSUE 21#3 | COLLISION REPAIR

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AN INTRICATE WEB

BIG PLAYERS THINK OUTSIDE THE BOX Corporations understand that they must do things different than their competitors for them to differentiate themselves and grow. For a collision repair facility, additional services like glass, mechanical, accessories, products, calibrations, and film protection all generate value, profits, and loyalty to your bottom line. So, which additional services do you offer to your customers?

THEY LISTEN TO THE CUSTOMER Businesses like Amazon have led to a cohort of customers that are unwilling to be inconvenienced in the least. They really value having everything looked after under one roof. Why can’t your facility be that one-stop shop? Even if you don’t do the actual work yourself, are there things you can do for your customers to make servicing their vehicles more convenient?

THEY FOCUS ON THEIR KPIs AND ADJUST AS NEEDED If you can’t measure it, you can’t manage it. Do you measure your financials monthly? Do you track your performance and specific KPIs to know why you’re doing well in some areas—and falling short in others? To experience growth in income, profits, and loyalty, you need to see continuous improvement reflected in those numbers. If your KPIs are stagnant, perhaps it’s time to make some changes.

VENESSA DI VITO

is the owner and founder of Auto+ Performance, a full-service automotive marketing and solutions company specializing in generating growth in sales, traffic, and customer retention for a collision repair, dealership or auto repair facility within their local communities. For almost 20 years Venessa has been helping automotive businesses across North America with business best practices and will continue to find ways to support and grow this ever evolving, yet incredibly exciting, industry.

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Let’s focus as an industry on the things we can control, beginning by forging strong relationships within our local communities. I promise you; this is an untapped area that you need to explore—one that has the potential to open new streams of sales, profits and loyalty.

The time to get started is now! And the person is you. You are the only one that can take the necessary steps to achieve the unlimited growth and success you envision and become the “big brand corporation” you’ve always desired.

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BRITISH COLUMBIA | REGIONAL NEWS

REGIONAL NEWS | COAST TO COAST MAKING IT A BIG THING The public spectacle caused by a flaming Tesla in downtown Vancouver raised some red flags with Transport Canada, as the federal regulator’s collision and defect investigation team made an appearance on-scene as part of a newly launched probe into the vehicle.

Transport Canada dispatched their team alongside local fire services and ICBC representatives to “locate and secure the vehicle” after reports quickly circulated that a 2021 Tesla Model Y was engulfed in flames in downtown Vancouver.

Luckily, the driver managed to kick out his driver-side window and escape the inferno without injury before firefighters extinguished the fire.

Unluckily (for Tesla), the investigation into this incident is far from over as Transport Canada has “notified Tesla of the incident and is currently making arrangements for a joint inspection of the vehicle in an effort to determine the cause of the fire.”

The agency’s American counterpart, the National Highway Traffic Safety Administration, told Reuters on May 26 that it “is aware of the incident and has reached out to the manufacturer for information.”

A video of the flaming Tesla was shared to YouTube. Tesla has yet to issue any statement on the incident.

TALK ABOUT BRUNO A young auto body technician student has been making waves at Skills Canada’s British Columbia provincial competition, as Okanagan College’s own Joey Bruno came away with a gold medal following Skills B.C.’s provincial event.

Bruno is a Level 2 Collision Repair Technician in his third year of training at Okanagan College while also apprenticing for Craftsman Collision as part of his program.

In an interview on the college’s OCNews portal earlier in April, Bruno said his inspiration to get involved in the collision repair field stem from his dad, an autobody technician, and his uncle, an automotive painter.

“My father was in the industry for 30 years, and I have always been around vehicles. The older I got, the more love I had for automotive,” said Bruno.

Bruno’s instructor, Andreas Roth, admitted the competition ahead would be tough, but said he was confident that Bruno had the skills to bring home the gold.

“The competition itself is really challenging. You’re working in a fenced-off area and people are watching you work. It’s almost a spectator sport,” said Roth.

“The fact you are there means you’re already a winner. But it’s a boost to your career. Employers look at you a little differently, instructors look at you differently and you look at yourself a little differently too. It’s an achievement and it builds your confidence.”

In a separate question-and-answer article with OCNews, Bruno said he has found learning the properties of metal and how different materials interact with certain welds to be one of the most helpful skills he learned early on in his program.

“There is a lot to consider with making a repair on metal (cutting applications, welding techniques, distribution of heat, etc.),” said Bruno.

“I have learned that most shops expect you to know how to do metalworking as it’s a large portion of the business.”

Following his gold medal showing at Skills Canada’s provincial competition in B.C., Bruno is due to compete on the national level at the Skills Canada National competition from May 25 to 28 in Vancouver.

ISSUE 21#3 | COLLISION REPAIR

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SASKATCHEWAN | REGIONAL NEWS

PARTY IN THE PRAIRIES Calling all, far and near, 2022 SAAR Fall Conference tickets are here.

Set to run over three days and jam-packed with some of the biggest names in the North American collision repair industry, the Saskatchewan Association of Automotive Repairers are all geared up for what they are considering their most ambitious conference to date.

Starting September 22, the conference will tee off with a golf tournament, as usual, before heading into two full days of high-level industry insights from names like Dave Luehr, Donald Cooper and Collision Hub’s Kristen Felder.

The event will also see product demonstrations and exhibitions from a number of aftermarket businesses, including Saskatoon-based LED developer, Unilite Canada.

The 2022 SAAR Fall Conference is set to take place from Sept. 22 to 24 at the Dakota Dunes Resort and Casino, which is located on the traditional and unceded territory of the Whitecap Dakota First Nation, about 20 kilometres south of Saskatoon.

LAND OF LIVING SKILLS With the national skilled trades shortage showing no signs of easing, the government of Saskatchewan has announced that they will be holding the door open for new residents who want to bring their skills to the prairies through the Labour Mobility and Fair Registration Practices Act. The government hopes that through this new act, barriers for workers looking to relocate to Saskatchewan will be reduced and in-demand jobs across the province will be filled.

The act includes a new office of labour mobility and fair registration practices that will operate within the Ministry of Immigration and Career Training.

In its press release, the government describes the obligations of the office as “working with the regulatory bodies to examine timeframes for registration decisions, registration application requirements, qualification assessment processes and internationally-trained recognition pathways.”

Saskatchewan has already committed to growing the provincial population to 1.4 million and adding 100,000 jobs by 2030.

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“To meet the demands of Saskatchewan’s growing economy, it is important that we develop our current labour force as well as recruit domestically and internationally to bring more skilled workers to the province,” said Immigration and Career Training Minister Jeremy Harrison.

“This new legislation will be the most comprehensive of its kind and make Saskatchewan a destination of choice for skilled professionals and tradespeople.”

Saskatchewan is one of the only provinces in the country without legislation requiring regulatory bodies to comply with domestic trade agreements, or to support fair registration practices for internationally trained workers.

This move by Saskatchewan’s government bears similarities to a skilled trades recruitment campaign launched by Nova Scotia’s government in December, introduced in the hopes of doubling the province’s population by 2060.

ALBERTA | REGIONAL NEWS

A PRETTY PENNY A recent report from Alberta’s superintendent of insurance shows that insurers in the province earned $1.32 billion more in premiums than they paid in claims in 2020, representing a widening gap between premiums and claim payouts.

According to the Superintendent of Insurance 2020 Annual Report, Albertan insurers collected $5.81 billion, about $400 million more than the previous year, while claims totalled $4.49 billion, about $200 million less.

The report observed the steady decline of the province’s claims ratio over the past several years, noting a downward trend from 87 percent in 2016 to 77 percent in 2020. A claims ratio represents the relationship between paid claim settlements and collected premium fees.

Alberta’s official opposition, the New Democratic Party (NDP), contends that these high profits are a result of United Conservative Party (UCP) government’s 2019 scrapping of a rate increase cap on auto insurers.

“Insurance companies have been generating massive profits off Alberta drivers, and they’re doing it with the UCP’s help,” said NDP energy critic Kathleen Ganley.

“In 2020, the car insurance industry charged Alberta drivers $385 million more in premiums than they did in 2019. That’s $385 million in additional premiums. That’s $385 million more out of the pockets of Alberta drivers in a single year.”

Finance Minister Travis Toews’ press secretary, Kassandra Kitz, asserts that the rate cap forced drivers to have to pay their premiums a year in advance, instead of month-to-month, which ended up causing a five percent rate increase anyway.

The UCP government introduced Bill 41 in 2020 to update the way insurance premiums are calculated.

“We introduced Bill 41 last session that made legislative and regulatory changes to stabilize auto insurance rates, enhance medical care benefits and ensure more options and flexibility for drivers,” Kitz told the Calgary Herald.

The Insurance Bureau of Canada issued the following statement in response to the enactment of Bill 41: “The goal of changes made by the Alberta government to the auto insurance system is to help stabilize out-of-control claims costs, and ultimately help make insurance more affordable for drivers. These changes also give Albertans more and better options for care when they’ve been injured in an accident.”

PERFECT SCORES AND MORE Post-secondary autobody repair students faced off at Skills Alberta’s Post-Secondary Provincial Skills Competition, where only one could be awarded the title of Alberta’s greatest young autobody repairer or automotive refinisher.

The competition took place May 4 and 5, where contestants spent six hours each day demonstrating their skills at six different autobody repair stations, performing dent repairs on both aluminum and steel; plastic repair; aluminum welding; measuring and a choice event.

This year’s Skills Alberta Provincials are extra special, as this is a qualifying year to earn a spot on Team Canada to compete at WorldSkills Shanghai 2022. The gold medallist will compete in the Team Canada category in all WorldSkills qualifying competitions.

For the autobody repair portion of the competition, Hannah Ganske took the bronze, Mo Daiyoub claimed silver and Maxwell Fisher secured gold, in addition to the category’s safety award for his attention to PPE and precautions.

In car painting at the post-secondary level, Dorien Lozeau took home his second straight gold, securing his spot to compete at Nationals and vie for a chance at Shanghai. Brett Johnson and Andrea Shaw took home the silver and bronze, respectively; Lois Marks claimed the safety award.

While this year’s competition went without the large audiences of years past, thanks to COVID-19, senior consultant at Canadian Collision Specialist and member of Skills Alberta’s Autobody Repair Committee Stefano Liessi said the competitors were as talented as ever.

“A couple of competitors received perfect scores,” he told Collision Repair over the phone. “And our rubric is not a walk in the park.”

Liessi said Alberta takes its skills competitions extra-seriously. “[Skills Alberta] competitions really rival THE nationals. They put serious effort into it—it’s high end.”

This year’s endeavour couldn’t have happened without the support of industry partners like 3M and Color Compass, he added.

While Alberta’s events are top-tier, Liessi said he finds it disappointing many facilities opt to keep their talent on the floor, rather than miss two days of work for the competition.

“The competition is an advertising mecca for technicians,” he explained. “We had one volunteer come in from a shop in Sherwood Park; when they got here, they were stunned that so few shopowners had shown up.

“If you win Nationals, you can tell your customers you have one of the best technicians or painters in Canada working in your shop.’

It’s a no-brainer, really.”

ISSUE 21#3 | COLLISION REPAIR

65

MANITOBA | REGIONAL NEWS

NOT QUITE THE ROCKIES Buckle up, Manitoban drivers. It’s bumpy out there.

In fact, roads in the province are so rutted that Manitoba Public Insurance says it witnessed a 479 percent increase in pothole-related claims this March, compared to March 2021.

The public insurer received 324 pothole-related claims in March 2022, compared to 56 in March of last year, according to statistics MPI shared with the CBC. The City of Winnipeg has repaired 23,000 potholes since the start of April, primarily focussing on major routes and bus routes, said a city spokesperson.

Some of the potholes span more than a few feet both in width and depth, resulting in the tire, suspension or more severe vehicle damage for anyone who drives over them.

FOREIGN EXCHANGE As hundreds of refugees fleeing war in Ukraine arrive in Canada by the planeload daily, Manitoba Public Insurance has announced that they are offering driver’s licence exchanges for newcomers in need of a lift.

As of Monday, Ukrainians will be able to exchange their Category B passenger vehicle licence for Manitoba full stage Class 5 licence without the need for any sort of road testing.

Licensed Ukrainian drivers arriving in Canada have a three-month grace period where they can use their existing licence before a Manitoba driver’s licence is required. All applications will be subject to review, according to MPI’s press release, and commercial class

licences or motorcycle licences are not eligible for exchange.

MPI says the initiative was made possible by U.K.-led analysis into Ukraine’s driver education requirements and testing standards.

As well, this decision makes Ukraine the fifteenth jurisdiction to hold a reciprocity or licence exchange arrangement with Manitoba, joining the likes of Japan and Australia, whose exchange agreements were finalized in 2021 and 2018, respectively.

MPI says that eligible individuals who have recently arrived in Manitoba and have already started the driver licensing/testing process should contact MPI’s Contact Centre at 204-985-7000 or toll-free at 1-800-665-2410 to discuss their options.

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REGIONAL NEWS | ATLANTIC

EASTERN HOSPITALITY Car sharing platform Turo is now available in Newfoundland and Labrador and P.E.I., the car-sharing company announced in late April.

The company, which operates services like Airbnb but for vehicle owners, launched in Nova Scotia in 2019. Soon after, the company began exploring ways to expand its services to the rest of Canada, wrote Turo in a press release.

Provincial governments have touted the app as a solution to car rental shortages plaguing tourism industries in recent years—though the insurance process on Turo-rented vehicles has the public asking questions.

“Every car has to go through a safety inspection to be listed on the platform,” said Cedric Mathieu, vice president and head of Canadian operations for Turo.

“Cars [rented on the platform] must be less than 12 years old; have fewer than 200,000 km on the odometer and be in good mechanical condition,” he added. “Whatever happens during a Turo trip will really be covered by the Turo-provided insurance, and your personal insurance is not going to be affected by anything happening on Turo.”

The company said it plans to bring its services to New Brunswick “soon.”

Turo is an application allowing private car owners to rent out their vehicles via an online and mobile interface. Its services are available in more than 56 countries.

RECOGNITION THROUGH REPAIRS In honour of those who can never be afforded enough praise in our society, CARSTAR has recognized Louise Greeley of Grosvenor-Wentworth Park Elementary School in Halifax, N.S. for national Teacher Appreciation Week.

As a reward for the impact that many former students have attributed to Greeley on their lives, CARSTAR decided to gift the veteran teacher of 21 years with a free auto body repair on her vehicle.

“We wanted to do something special for the hardworking educators of Halifax,” said CARSTAR’s zone director for the Atlantic region, Dave Meery.

“We have seen teachers surpass several obstacles these past two years, always putting their students first. We wanted to pay it forward and give back to those who have done so much for our community.”

Further demonstrating her unending service to the students in her community, Greeley ultimately decided to share her prize with the school she has dedicated so much of her career to.

Along with the numerous nominations that brought Greeley to the attention of CARSTAR came several messages of positivity from former students about their teacher.

“She is a hard-working teacher who has given so much of her own money (and time, and energy) into her classroom.

I’m surprised she isn’t living in her beautiful, inviting, well organized classroom. She’s given so much to everyone around her, she deserves something back,” read one message.

“If you ask any of her former students, they will tell you that they felt loved and safe in Louise’s classroom. She works harder than anyone I know and deserves a safe vehicle to get to work in.”

In celebration of national Teacher Appreciation week, CARSTAR Canada gifted a free autobody repair to local schoolteacher Louise Greeley of GrosvenorWentworth Park Elementary School.

ISSUE 21#1 | COLLISION REPAIR

67

REGIONAL NEWS | ONTARIO

SKILLS ON THE GO Skills Ontario, alongside Fix Network at its Milton, Ont. training centre, officially cut the ribbon on the Trades and Tech Truck before it sets off to schools across the province.

The main focus of the event was on a group of seven students from Milton District High School who were given the first run-through of Skills Ontario’s new mobile hand-on learning centre.

“It was a real eye-opener for what we will learn on our placements,” said one Grade 12 co-op student.

The converted box truck has a number of interactive stations for students and parents to engage with, including various virtual reality welding and painting simulators, a pneumatic pump setup, as well as a locker full of tools and safety equipment to interact with.

Fix Network CEO, Steve Leal voiced his enthusiasm for the event and how it connects various aspects of the auto industry.

“I think this is a great initiative to involve the community, the government and everyone to make sure we can bring this message to the front line as much as we can,” said Leal.

“Fix Network has long partnered with Skills Ontario on many levels, but this new truck is meant to go out into the public and go to schools and events and introduce the young people of Ontario to the trades,” said Fix Network’s regional v-p of Ontario, Daryll O’Keefe.

“They will actually get the opportunity to touch and try new skills.

For young kids, they can even try on some of the safety equipment without actually touching tools, but the older kids can do virtual welding, virtual painting, even change the tire of a truck, all inside this mobile classroom.”

Skills Ontario’s CEO, Ian Howcroft spoke about the importance of having a hands-on experience with the tools of the trades.

“We feel that the best way to introduce people to a skilled trade is to let them have that experience; pick up a tool, try one of the simulators, whether it’s crane operating, truck driving or welding,” said Howcroft.

“We encourage them to get the information to make the best decisions for themselves.”

L to R: Steve Leal, CEO of Fix Network World; Darryl O’Keefe, regional VP, Ontario, Fix Network Canada; Ian Howcroft, CEO, Skills Ontario; Parm Gill, Member of Provincial Parliament for Milton, Ontario, and Sylvain Séguin, executive VP of Fix Network Canada.

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ONTARIO | REGIONAL NEWS

PORSCHE PARTY AT CSN 427 Toronto-area Porsche owners were out to play in late April as CSN 427 Auto Collision welcomed the Porsche Club of America’s Upper Canada Region to the “Shift into Spring” open house event in Etobicoke.

The event kicked off at 10 a.m. in the shop’s parking lot on Evans Avenue and brought together more than 250 Porsche enthusiasts for a day of pizza and new product opportunities.

The staff at CSN 427 Auto Collision had the Bestia pizza truck on-hand for the day, serving out gourmet mini-pizzas to the mass of sportscar fans, with proceeds donated to Make-a-Wish Canada.

The shop’s resident Porsche expert, John Forte, was also onsite mingling with drivers, giving them insider info on how the luxury

Several aftermarket vendors, such as JRP, Sonax Canada and Oracle RMS were also in attendance, showing off a wide array of products geared toward today’s Porsche owner.

German brand does its repairs and conducting some more in-depth technical sessions with industry members.

As the marketing and PR coordinator for CSN 427 and its other repair centres, Jessica D’Alessandro spoke to Collision Repair about what an event like this does for the business’ name in the community.

“This event aims to advertise our Porsche certifications. We have two Porsche-certified body shops; CSN Avenue and CSN 427 Auto Collision. One is downtown and one is in Etobicoke,” said D’Alessandro.

“We want to make it as easy as possible for people to drop off and pick up from both of our locations.”

Frank D’Alessandro, VP of Operations for CSN 427 Auto Collision, catches up with pal Gloria Mann, VP of Industry Relations for Media Matters.

John D’Alessandro, VP of Sales for CSN 427 Auto Collision and on-site manager for CSN Avenue Collision.

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69

REGIONAL NEWS | QUEBEC

CARROSIER CASH Québec is giving a boost to its bodyshop sector, as the province’s labour minister announced a $2,109,160 investment into training for technicians and estimators.

Minister Jean Boulet announced the investment in his home riding of TroisRivières where he stipulated that $1,672,985 of the total investment will be used to develop specific training related to body repair for hybrid and electric vehicles.

The provincial government expects this investment into automotive trades training will eventually create 230 body technicians and 100 estimators in the region.

The remaining $436,175 will be distributed over the next three years to the Comité paritaire de l’industrie automobile de la Mauricie for the work-study training of 22 auto body technicians under the short-term training program for occupations prioritized by the Commission des partenaires du marché du travail.

The training will be offered at the Centre de formation Qualitech, which is under the responsibility of the Centre de services scolaires Chemin-du-Roy. LES CLÉS

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ISSUE 21#3 | COLLISION REPAIR

73

RECYCLER RENDEZVOUS

RECYCLER RENDEZVOUS Ontario Automotive Recyclers Association hosts anticipated Convention and Trade Show

The crew from IAA poses with Gloria Mann of Media Matters.

Armin Rahbari, Cowan Insurance Group; Allison Rogers of Media Matters and Ryan Burns of Cowan Insurance Group.

Josh and Jared Stark of Stark Auto Sales.

74

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Attendees of OARA were in the presence of a gold medal Paralympian; shotputter Greg Stewart even let Steve Fletcher, managing director of the ARC, wear his Tokyo 2020 medal.

RECYCLER RENDEZVOUS

“The conversations were abuzz; the presentations were well-received, and everyone had a great time. It was a much-needed affair.”

– Steve Fletcher, managing director, ARC and executive director, OARA

Story by ALLISON ROGERS

T

he members of the Ontario Automotive Recyclers Association (OARA) surely had a weekend to remember as the association hosted its 2022 Convention and Trade Show from March 29 through April 2, marking the first time the event had taken place since 2019.

Thanks to the pandemic, it had been nearly three years to the date since OARA members gathered for their annual Convention and Trade Show. The last event was hosted in March 2019, and pandemic restrictions forced the organization to cancel its 2020 and 2021 shows.

The event kicked off on March 29 with an OARA Board of Directors meeting and informal greetings in the evening, but the real festivities began Friday morning. Crowds gathered in the lobby to enjoy breakfast and pre-event conversation; it took organizers several tries to break up the impromptu breakfast networking session and move attendees into the conference room before educational sessions began.

The OARA Board of Directors, from left to right: Darrell Pitman, P&G Auto Parts; Derek Nissen, Hank’s Auto Wreckers; Mary Poirer, Valley Automotive; Greg Woodbeck, Woodbeck Auto Parts; Jeff McGregor of McGregor Auto Parts; Marc Plazek of Plazek Auto Recyclers; Steve Fletcher, executive director of OARA; and Natalie Miller of Miller’s Auto Recycling.

“We need this now, and it’s fantastic to see everyone together again,” said Mary Poirier, owner of Valley Automotive and longtime OARA secretary.

“There are countless issues at the forefront of our industry that need to be addressed,” she added, referring specifically to the Canadian government’s aggressive embarkment on vehicle electrification.

While vehicle electrification and the management of EV materials, specifically batteries, took up a large chunk of the conversation, Friday’s presentations focused on lessons learned during the pandemic—and strategies to avoid mistakes in the post-pandemic era.

Steve Fletcher, executive director of OARA and managing director of the Automotive Recyclers of Canada (ARC) partnered with Greg Woodbeck, the co-owner of Woodbeck Auto Parts to deliver an opening talk on the state of the industry.

“What did you do to survive pandemic restrictions?” Woodbeck prompted the crowd.

Some answers included slimming operations

on a do-or-die mantra; shifting buying focus to new markets and reassessing inner operations on a near-daily basis.

The Profit Team Consulting trio—Lee Worman, Mike Kunkel and Rob Rainwater—followed Fletcher and Woodbeck with a lively presentation titled Buy or Die. The trio threatened reality to those who may be holding off buying in hopes scrap prices will soon fall.

“They’re not coming down,” said Kunkel.

Profit Team’s Rainwater led a panel between Eric Wilbert of Wilbert’s Inc., in Williamson, N.Y.; Natalie Miller of Miller’s Auto Recycling in Fort Erie, Ont.; Dalbert Livingstone of Island Auto Supply and Corey Earl of Hotch’s Auto Parts in Bowmanville, Ont. The panellists discussed their reactions to the pandemic and strategies they’ve taken to navigate operations in the post-pandemic era.

Next on the stage was special visitor Michael Kerwin, the senior vice president of business development for the Canadian Federation of Independent Business (CFIB), who informed ISSUE 21#3 | COLLISION REPAIR

75

RECYCLER RENDEZVOUS

Joe Dacunha, Allstate Insurance, and Gloria Mann, Media Matters.

Paul D’Adamo of RAS Cores and Eric Grand-Maison of Big House Converters.

Mary Poirier, owner of Valley Automotive and longtime OARA secretary, and Michael Carcone, owner of Carcone’s Auto Recycling.

L to R: Patrick de Carvalho of Monidex Distribution; Gloria Mann, Media Matters; Ryan Batljes of eBay Motors and Sal Poletta, founder and owner of Monidex Distribution.

Andrew Kummer of AIM Recycling.

OARA members of some benefits of being part of CFIB. “OARA joined CFIB largely for the lobbyist and regulatory aspects,” Fletcher explained to the audience. “We’re very much looking forward to taking advantage of those opportunities.”

The Profit Team trio then took the stage again, this time narrowing in on profit and loss statements.

“How many of you skip right to the bottom of your P&L and ignore everything in between?” Kunkel asked the crowd.

“You should be looking at seven lines,” added Kunkel. “P&L is like a report card.

You can’t chase results—but you can chase your drivers.”

76

The crew from Car-Part.com, Luke Gamm, Jim Bussing, and Roger Schroder stand with Alex Bechstein, director of operations for E-Z Suite.

Just before lunch was served, Fletcher took the stage in place of an absent representative from the Ontario Ministry of Environment to deliver an update on the Environmental Activity and Sector Registry (EASR) for endof-life vehicle waste disposal sites in Ontario.

As of September 2016, all activities related to end-of-life waste disposal sites were required to register in the EASR. According to the information received by Fletcher from the government organization, 102 EASR-related inspections occurred in 2021, with an average pass rate of 12 percent and an average failure rate of 60 percent. A further 27 percent of the inspections were labelled not applicable.

The excitement was palpable when the trade show opened in the afternoon. More than

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35 exhibitors were set up on the floor and finding a space to stand without interrupting a conversation proved difficult.

The festivities continued well into the evening with dinner, a casino fundraiser supporting the OARA Employee Scholarship Program complete with a silent and prize auction. The fundraisers generated about $25,000, said Fletcher.

A new segment of the event, dubbed TECHtalks, debuted on Saturday morning.

Hollander began the talks with a presentation on eBay integration, store setup and a question-and-answer with eBay Motors, while Car-Part.com engaged in discussion on its CPI+ for Checkmate and non-Checkmate yards and other Checkmate enhancements.

RECYCLER RENDEZVOUS

Greg Woodbeck, president of Woodbeck Auto Parts, with Darrell Pitman and Jessica Pitman of P&G Auto Parts.

The ELV Select Equipment crew.

The team from PMR Inc.

Kirk Monger of Hollander stands proudly with his company's spread in this year's Canadian Auto Recyclers magazine.

Karan Raina and Gerritt Coulter of Lacero Solutions.

From L to R: Jamie Maillet, co-owner and VP of JLM Metal Recycling; Maxime Sénécal, Progi's logistics specialist; Julien Souvenir, sales specialist for Progi; Frederic Miceli, director of operations for Progi; and Diane Chaîné, CEO and president of Progi.

Mike Kunkel of Profit Team Consulting and Becky Berube of United Catalyst Corporation.

Media Matters' Allison Rogers interviews Jack Poladian of Eagle Towing and NRC Industries.

EZ Suite then took the mic to cover the latest developments to its software, followed

by Buddy Automotive, which shared its recent updates.

Following the TECHtalks, Chris Daglis, managing director of PARTnered Solutions and founder and managing director of All Auto Recalls, to discuss the history of e-commerce.

The afternoon continued with sessions from Amanda Morrison of United Recyclers Group (URG), who delivered her thoughts on the ‘new 3Rs’: re-evaluating, re-thinking and re-inventing your business; Paul “Core Hunter” D’Adamo of RAS Cores, who discussed ways for recyclers to boost core and catalytic converter profitability; another presentation from Profit Team Consulting on the basics of sales management, with a focus on monitoring, measuring and growing and ‘Sales School’ with Profit Team Consulting, which delved deeper into the topics of the previous session.

“It was fantastic to see OARA members all in one place again,” said Fletcher. “The conversations were abuzz; the presentations were well-received, and everyone had a great time. It was a much-needed affair.”

ISSUE 21#3 | COLLISION REPAIR

77

RECYCLING REVIEW

GLORY TO OARA Together for the first time since 2019

Column by STEVE FLETCHER

W

ell, the two-year wait is over—the Ontario Automotive Recyclers Association (OARA) held its long delayed Annual Convention & Trade Show at the end of March. The results and next steps are still pouring in.

Like many things, the COVID-19 pandemic disrupted the regular in—person meetings and events that have been the lifeblood of the auto recycling industry. The pivot to online meetings and training, while useful, were no match for the energy that comes from in-person get-togethers.

Many don’t realize that up to 30 percent of an average auto recyclers sales are to other auto recyclers–it is getting increasingly difficult to satisfy all part requests for all makes and models, so auto recyclers have developed sophisticated inventory-sharing systems, networks and logistics to sell to other auto recyclers to satisfy demand. Those relationships and sharing often originate at these auto recycling conventions.

This year, 2022, was no different—perhaps even super-charged with energy as the industry clamoured to get back together. There was pent-up demand to get together–the energy was palpable.

Along with the regular vendor-delegate interactions, committee meetings, presentations and training–the informal conversations over a beverage, hallway meetings, and physical presence generated numerous productive and profitable interactions.

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This year’s OARA event was no different—perhaps even super-charged with energy as the industry clamoured to get back together. There was pent-up demand to get together—the energy was palpable.

The event is also a great opportunity to engage with insurers, repairers, OEMs, media and other industry associations. It provides auto recyclers to show their industry in a favourable light and to seek out further partnerships and opportunities.

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What’s Next While the event itself was success, what comes out of the event is just as important.

The 2023 event is already in the works (March 30-April 1, 2023, back at the Hilton

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Meadowvale) with some improvements and streamlining underway. The pandemic also reminded a lot of people of the importance of family, and we want to make sure members and their employees time away is well spent.

We purposively gave our keynote speakers from Profit Team Consulting at lot of airtimes at the event and that came at the expense of our great vendors providing updates on the latest and greatest from their product and service lines. That spawned the Spring Training Webinar Series with online training from VINMatch Pro, Car-Part. com, Einstein Pricing and EZ Suite over May and June. We will add more online training in the future–as vendors see the power of presenting to Canada’s top auto recyclers, they are lining up for future sessions. While on-line training is no match for in-person, you cannot beat the ease and cost of attending (and recording for future use). No need to wait a whole year to keep advancing and keep the momentum.

We have had some very active sub— committee work coming out of the Annual

General Meeting—Shipping Supplies; EASR Compliance Investigations and Reporting; Social Media Marketing & Advertising; Outreach to Municipalities; Towing Licensing; Electric Vehicle Roadmap for Auto Recycling. This Committee and Task Force work is critical to the association (and industry) advance on important policy initiatives and Member Benefits.

We welcomed our newest OARA Board Member—Marc Plazek from Plazek Auto Recycling and the Board has reconvened its monthly calls to plan for the future. That first call was long and so productive!

And finally, we are set to issue 10 scholarships for the OARA Employee Scholarship Program with the $25,000 raised at the Convention.

By my calculations, this was the 49th industry event that I have organized for auto recyclers. Probably the most fun I have had at one, and probably the most productive in terms of work initiated and accomplished. Along with friends seen and made— relationships that will last forever.

STEVE FLETCHER

is the managing director of the Automotive Recyclers of Canada. He can be reached at steve@autorecyclers.ca.

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RECYCLING NEWS

NOVA SCOTIA IN THE FALL Mark your calendars, auto recyclers–you’ve got plans this fall! The Automotive Recyclers Association of Atlantic Canada (ARAAC) will host its 2022 Convention over two days, on Sept. 30, 2022, and Oct. 1, 2022.

Held at the Inn on Prince in Truro, N.S., the festivities will kick off Friday, Sept. 30 with the ARAAC Board of Directors Meeting and continue on Saturday with further meetings, seminars, a mini-trade show and a reception with dinner and entertainment. Paul “Core Hunter” D’Adamo of RAS Cores will also serve as one of the event’s speakers, surely adding some of his signature humour to his presentation.

For more information on the ARAAC 2022 Convention and Trade Show, visit araac.ca/events/araac-2022-convention.

ARAAC’s last event was in 2019 in New Brunswick, where the crew stopped by Bastarache Auto

RECYCLER IN THE RACE Rob Smith, owner and president of Erin Auto Recyclers, is running for mayor. Smith has owned the local recycler since 2005 and was first elected to Erin’s council in 2014. He told Elora Fergus Today that running for mayor feels like “a natural progression from his eight years on the council” and eight years serving on the environmental advisory committee.

“I’m passionate about my community and that’s really the reason behind it,” said Smith. “I know what’s going on and I have a family that’s basically spent their life in Erin now.”

Smith has undertaken countless efforts both in the community and toward industry sustainability, including partnerships with the Ontario Drinking Water Stewardship Program and the industry Switch Out program. In fact, Erin Auto Recyclers became the first recycler in Canada to remove harmful neuro-toxin-laden mercury switches from ABS braking systems in end-of-life vehicles through the Switch Out program. Steve Fletcher, managing director of the Automotive Recyclers of Canada, said Smith is a key resource to the automotive recycling community, providing insight on the rules of operation in Ontario municipalities. Ontario-wide municipal elections will take place on Oct. 24, 2022.

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Smith has owned the local recycler since 2005 and was first elected to Erin’s council in 2014. He told his local newspaper that running for mayor feels like a “natural progression.”

TOWING NEWS

CATCH AND RELEASE When reports of corruption within the GTA’s towing industry first hit mainstream headlines, local police services looked poised to get to the bottom of it, but as the aftermath of Project Platinum is sorted out in court, defence lawyers are baffled by the number of charges stayed. Don Carter, a lawyer representing one of the individuals accused in Project Platinum, said Justice Laura Bird’s decision to stay the charges against him “came entirely out of the blue,” when the decision was made in Newmarket, Ont. “I was certainly surprised,” he said. “It was a shocking turn of events.

Over 40 charges related to guns and drugs were stayed against my client. It was a really major project; its been going on for two years with several groups being prosecuted…I can only imagine the kinds of resources put into this by police and the Crown.”

In total, more than 80 charges linked to Project Platinum were stayed.

York Regional Police maintains that Project Platinum left a positive impact.

“Successful prosecution is not the only measure by which we achieve our community safety goals,” Const. Laura Nicolle wrote in an email. “These efforts resulted in a substantial decrease in violence connected to the tow-truck industry and we were pleased to support the subsequent regulatory changes that were made to better protect motorists.”

Former York police superintendent Mike Slack claimed at the time that the project had been “very successful” and had “dismantled four distinct criminal organizations.”

“A significant amount of evidence has been uncovered that we are confident will lead to the successful prosecution of individuals in the supporting organization,” Slack said to reporters.

Carter says that within the last two weeks an undisclosed issue was communicated from Justice Bird to the Crown, and in reply, the Crown said the defence would not be able to answer the charges.

“I don’t know what the problem was because we never got to see it,” said Carter.

To date, York police have seized 11 tow trucks, more than 40 illegal firearms, illegal drugs and more than $500,000 in cash, as part of Project Platinum.

“The expectation that every case is perfect is an unrealistic one,” said Const. Nicolle in a written statement. “We operate in an imperfect justice system. By their nature, these cases are complex and multifaceted. We always have, and always will, face challenges within the court system that may or may not be surmountable in any given case.”

To date, York police have seized 11 tow trucks, more than 40 illegal firearms, illegal drugs and more than $500,000 in cash, as part of Project Platinum.

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LAST WORD

STORM WATCH Mother Nature’s summer plans

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By ALLISON ROGERS

I

have recently developed a personal interest in the weather. Keeping eyes on weather radars, storm patterns and tracking systems as they approach my locale—I’d classify myself as a real hobbyist-in-training.

My interest was furthered by Ontario’s recent whopper of a storm, which killed power at the Media Matters offices for more than three days—up to a week in other regions. Nearly 2,000 hydro poles were knocked to the ground and, in places like Ottawa and the small town of Uxbridge, Ont., vehicles were tossed around by derecho winds like Hot Wheels cars. The Insurance

Car-Part.com............................ 47

Those in the West are in for a quieter summer, according to the Weather Network’s predictions.

The rest of Canada, not as much.

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the heat will be interrupted by storms and other severe systems. The channel predicts drought and typical precipitation levels for British Columbia and Alberta; minimizing the risk of wildfire smoke, said the Weather Network. Saskatchewan and Manitoba will see a more back-and-forth trend, with heatwaves broken by periods of excessive rainfall—something Manitoba has already dealt with in droves this season.

Québec and Ontario can both expect warm, humid temperatures, but must also be prepared for significant storms and rainfall.

Nothing like the May 21 derecho storm, but

Bureau of Canada (IBC) has yet to estimate the cost of such damages but is expecting an avalanche of claims.

Canadians are no strangers to severe weather phenomena, especially in the most sought-for season. Simply look at last year’s events for a brief history of British Columbia’s experience with severe weather.

Meanwhile, hailstorms and tornadoes are common threats to Albertan summers, with more than 100 severe weather reports and 1,500 watches or warnings issued each summer. Saskatchewan Government Insurance recently revealed that last year’s end-of-summer hailstorm in Regina spurred more than $100 million in claims. Atlantic Canadians, on the other hand, often reap the treasures of the tropical storm season.

Those in the West are in for a quieter summer, according to the Weather Network’s predictions. The rest of Canada, not as much.

According to the channel’s national summer forecast, we’re in for a season of “sun and storms,” with widespread warm weather—most of Canada will see nearnormal or above-normal temperatures—but

only time will tell the severity of the systems.

The Maritimes will see similar trends, with La Niña phenomena playing a key role in precipitation rates. With La Niña’s tendency to favour above normal and active hurricane seasons, the Weather Network suggests that Atlantic provinces could see tropical storm trends as early as June.

Peculiar summer weather trends aside, most Canadians are also recovering from a two-year case of cabin fever. There are surveys aplenty predicting the number of Canadian drivers planning summer road trips; Toyota Canada’s summer stats say 43 percent of Canadian drivers are more than ready to travel outside of their home province, while 24 percent are planning to travel abroad. Recent hikes in gas prices may stifle those numbers a tad, but when the two options are to spend another weekend at home or plan a getaway…what would you pick?

No mathematician or otherwise can answer the question that befalls us now: what does two years of hometown claustrophobia, plus a season of wacky weather have in store?

We’re about to find out.

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Allison Rogers is the editor of Collision Repair magazine.

She can be reached at allison@mediamatters.ca.

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