Collision Repair 22#3

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and that happened right away. It’s cut my bill in half!” Adan Ibarra, Owner of Leading Edge Collision

ON THE COVER

Bryan Leier, this issue’s cover star, shares pearls of wisdom gained over a 30+ year career in collision repair.

Electric vehicle insights, from repair processes through to end-of-life battery usage. Plus, stats on current repair frequencies and predictions from experts.

You’ve heard of ChatGPT—but do you know how it can help ease your business operations? We share nine ways you can use ChatGPT to your advantage.

ASSETS IN ADAS

Advanced driver assistance systems are a billion-dollar market, says AutoBolt. CEO Nick Dominato breaks it down.

NO SLACK WITH ’STACK

A deep dive into the functionality of 3M’s latest collision innovation, RepairStack™.

FOUR OR FIVE?

Unpack the four-day workweek concept, in the context of the collision repair business.

PEOPLE ON THE MOVE Familiar faces swapping places.

NEWS-IN-BRIEF

The gist of industry updates.

PUBLISHER’S PAGE by Darryl Simmons

TOM’S TALES by Tom Bissonnette

LET’S GET TECHNICAL by Stefano Liessi

WHO’S DRIVING by Jay Perry

LAST WORD by Allison Rogers

THE OEM IMPACT

Automakers and insurers are no longer stange bedfellows

By DARRYL SIMMONS

With Toyota’s recent foray to provide insurance to the U.S. market, the stage seems to be quietly getting set for the ultimate behemoth of consolidation and full cradle-to-grave control by the OEM. This trend, which has been accelerated by the COVID-19 pandemic and the rise of connected cars, poses significant challenges and opportunities for collision repairers, who will have to adapt to a new landscape where OEMs have more control over the claims process and repair standards. If it works in the US, it will certainly migrate here regardless of our provincial differences of insurance models. How this will change the game is debatable, but it’s a good thing collision repair facilities are among the most adaptable repair trade out there.

Tesla is perhaps the most prominent example of an OEM that is selling its own insurance directly to its customers. The electric car maker started offering insurance in California in 2019 and has since expanded to Texas. Tesla claims that its insurance can save drivers up to 30 percent compared to traditional insurers because it uses data from its vehicles’ sensors and cameras to assess risk and reward safe driving.

One of the main drivers behind OEMs’ entry into the insurance market is customer demand. Market studies dictate that consumers are seeking a vertical car buying experience, where everything they need to get on the road is handled at the moment of sale. Automakers can access real-time data from connected cars to offer personalized and dynamic pricing based on actual usage and driving behaviour. Plus, OEMs believe they can leverage trust they build with their customers to provide an enhanced experience and convenient service.

The trend of OEMs selling insurance is not limited to one region or one type of car. Already in place in Europe and across the globe, it’s not too farfetched to think we’ll see customers buy their car and insurance in one location. The only

thing missing is recycling; oh, wait—ever heard of extended producer responsibility? OEMs are already reclaiming their “waste.” British Columbia’s extended producer responsibility action plan covers hybrid and electric vehicle batteries, which are sent back to the automaker for processing at end-of-life. Quebec’s provincial government has perused the same initiative in extended producer responsibility, believing it would ensure proper management at end-of-life. There is no doubt that these shifts will impact collision repairers, and the entire automotive aftermarket. OEMs could require or incentivize their insured customers to use only certified repair facilities or encourage—perhaps even mandate—customers to only use OEM parts in repairs; they could also charge for access to repair information, a hot-button issue and the driver of the Right to Repair movement sweeping North America.

Implementing these OEM-led initiatives is not an overnight feat. For one, a vehicle manufacturer must have a government-approved subsidiary before offering insurance in Canada. To meet this requirement, Porsche launched Porsche Insurance into the Canadian marketplace in mid-2022. Offered exclusively to Porsche vehicles owners, the auto insurance product is designed and brokered by Aon Canada. Porsche Financial Services Canada and its affiliate brands have disclosed they are not insurance companies or licensed insurance agents and are not selling or offering advice regarding insurance products.

This will shake things up. We know that already. It’s just a matter of how much. Nonetheless, Canada’s collision repairers will be here...ready to adapt, as always.

PUBLISHER

Darryl Simmons publisher@collisionrepairmag.com

ASSOCIATE PUBLISHER

Orest Tkaczuk | orest@mediamatters.ca

EDITOR

Allison Rogers | allison@mediamatters.ca

ART DIRECTOR

Yvonne Maschke | yvonne@mediamatters.ca

STAFF WRITERS

Max Reid | max@mediamatters.ca

Kate Ng | kate@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

MARKETING COORDINATOR

William Simmons | william@mediamatters.ca

CONTRIBUTORS

Tom Bissonnette, Stefano Liessi, Jay Perry

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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This will shake things up. We know that already. It’s just a matter of how much.

PEOPLE ON THE MOVE

JIM SARNOVSKY | AUTOMOTIVE SYSTEMS WAREHOUSE

Jim Sarnovsky announced he has started a new position as a national accounts/ strategic market specialist for Automotive Systems Warehouse (ASW). Upon his departure from SprayMax, Sarnovsky specifically gave a shout-out to his Canadian customers, saying that the region was the no.1 market globally for SprayMax in 2022.

ZAKARI

Zakari Krieger has joined Fix Network as the vice president of Prime CarCare. Krieger brings a wealth of industry experience to the role, having previously served as director of business operations and managing director of Hamilton, Ontario’s Barton Auto Parts. Krieger will be responsible for developing brand strategies, driving transformation and spearheading growth efforts for Prime CarCare’s brands, which includes Speedy Auto Service, Minute Muffler and Brake and Novus Glass.

YVES

Simplicity Car Care’s Soins D’Auto group in Quebec is proud to welcome Yves Pronovost, who will serve as the province’s new brand development manager. According to Simplicity, Pronovost specializes in automotive business growth and development and has experience working with Quebec dealers, bodyshops, and suppliers. “Adding Yves to our team is adding a veteran player to the roster that brings leadership and character to an already stellar line-up,” said Greg Wing, director of brand development at Simplicity.

PRONOVOST | SIMPLICITY CAR CARE

KRIEGER | FIX NETWORK

STRIVE FOR EXCELLENCE, CHOOSE FIX AUTO

Expanding as an independent auto bodyshop can come with challenges. Whether it’s growing brand recognition, training technicians or staying on the cutting edge of technology, getting to the next level can be difficult without ample support. By franchising with Fix Auto, shops circumvent a lot of the guesswork or trial and error associated with growth.

Joining Fix Auto can provide proven business resources that augment brand awareness, bolster technician training and utilize advanced technology. Franchisees have direct contact with OEMs and insurance providers, thanks to strong global relationships. They possess better buying power, which can increase profitability.

When it comes to training specifically, Fix Auto franchisees have access to

state-of-the-art facilities where technicians can improve skills, stay up to date with the latest industry trends and learn from experienced instructors. Using a training facility rather than the franchisee’s shop means technicians can learn in a controlled environment that’s free from the distractions of dayto-day business.

By offering and encouraging ongoing training for all employees, Fix Auto franchises strive for the highest level of workmanship and expertise. Staff are further provided with a clean and safe work environment that complies with the law, in addition to high standards set forth by Fix Auto.

Steady business referrals are the norm for Fix Auto franchisees. Many insurers have preferred vendor programs that refer business to franchised

auto-body shops. Owning a franchise means a higher likelihood of being included in these programs, which drives more business and fosters relationships with insurance companies.

Sometimes the goal is not just more work, but instead more profitable outcomes. Fix Auto franchisees have access to a suite of services from Performance Groups to dedicated field coaches who work to maximize everyone’s efforts.

Another great benefit of franchising is the consistent exposure and periodic evaluation of best practices. These best practices are informed by a global network’s worth of auto bodyshop experience. Knowledge is shared and tested regularly, successes and room for improvements are assessed, and standards are determined to help fran-

chisees maximize efficiency on their quest for excellence.

Choosing a Fix Auto franchise means joining a group of business owners who share the same values and goals, as well as prioritize quality, ethics and performance. It’s the opportunity to interact with other franchise owners to share ideas, collaborate and offer support.

For customers, Fix Auto franchises provide clear and accurate estimates. They strive for professionalism and objectivity in all evaluations, insisting only on proper repairs. They adhere to written estimates and to those of insurance companies with the goal of executing all repairs correctly the first time.

Fix Auto franchises obtain approval from customers and insurance com-

panies prior to proceeding with any additional repair work not previously authorized. They use only the most suitable parts and materials, obtained from reputable suppliers.

Peace of mind for franchisees, customers and employees alike is of paramount importance for Fix Auto and all brands in its network. Adhering to applicable legislation is fundamental and prioritizing company integrity is taken seriously.

Fix Auto franchisees have access to the latest marketing tools, including branded content, regional marketing support and access to global social media platforms, to name just a few. Available are all marketing tools necessary to help promote increased visibility in the market. Advertising campaigns and other resources raise the profile

for each Fix Auto location and attract new customers.

Choosing a Fix Auto franchise means owning your own business, while having the power of a global network supporting you.

Ready to join a global brand on a path to excellence? Visit Fixauto.com and choose your region at the top of the page. From there, click on ‘Join the Network’. You will be prompted to complete a form that will be sent to the appropriate Fix Network regional vice president.

REFINISHING REPARATIONS

Mike Anderson’s most recent “Who Pays for What” report has been released; this time with its sights set on the use of invoicing systems for material costs. This latest report from the CEO of Collision Advice builds off findings from a 2021 survey that found that about half of bodyshops used a flat hourly rate model to bill for the cost of materials during refinishing work, while only about 19 percent used a materials calculator or invoicing system. According to Anderson, the portion of shops using these systems has remained largely unchanged, however, more than 40 percent of shops now report using a mix of flat rates and materials calculating, up from 32 percent in 2021. “I think the large change is due to the multiple increases in paint prices virtually all shops experienced since we last did this survey in January of 2022,” he said. Results from this most recent survey showed that the most significant change was to payment for two-tone work, which experienced a 5.9 percent drop to a total of 75 percent of shops who report “always” or “most of the time” being compensated for such work. “It would be interesting to know if [the compensation decline] is because shops previously included this under ‘second colour set-up’ and now they separate it out, or if there is insurance pressure as part of virtual reinspections,” Anderson speculated. “All of the paint manufacturers have bulletins on the need to denib or finish sand or buff, often noting (as the AkzoNobel statement reads) that, ‘It is not likely that a repair can be made that is completely free of surface defects,’ and that it is (as the Axalta statement reads) ‘a normal and necessary operation for both OEM manufacturers and collision repair shops.’

“Some automakers, like Toyota, Lexus, Nissan, and INFINITI, also have statements that processes (such as denibbing, finish sanding or buffing) are necessary even at the manufacturing plant as well as at body shops,” noted Anderson.

AFTERMARKET STRONG

DesRosiers Automotive Consultants (DAC) has released its latest Automotive Aftermarket scorecard, reporting increased repair costs 2022 and expectations for “strong [aftermarket] growth” in 2023. With parts shortages “widespread throughout the year,” writes DAC, the customer price index for passenger vehicle maintenance and repair services (as of December 2022) increased 5.6 percent compared to December 2021. Passenger vehicle parts, accessories and supplies consumer price indexes were up 8.6 percent in December 2022 over December 2021. The report also states that gasoline consumption (in place of vehicle usage data) remained “fairly steady” in 2022, with just a 1.9 percent decrease overall, which DAC says is “unsurprising given the improved efficiencies of the fleet.”

“All expectations point to another strong year for the Canadian aftermarket in 2023, barring severe wider economic uncertainty,” concludes DAC’s report.

DRIVE YOURSELF

In a move that diverges from the path of fellow legacy automakers, Ford announced in late March that it has withdrawn its petition to the National Highway Traffic Safety Administration (NHTSA) to develop Level 4 autonomous driving systems. This decision coincides with the shuttering of Argo AI, a joint Ford-Volkswagen AV development firm, in October. “As evidenced by the planned shutdown of our autonomous driving system (ADS) partner Argo AI, we believe the road to fully autonomous vehicles, at scale, with a profitable business model, will be a long one,” Ford wrote in its February 13 letter to the NHTSA. Prior to this decision, Ford was seeking approval to deploy up to 2,500 autonomous vehicles annually.

SENSOR CENSUS

Some deeper analysis into Tesla’s October decision to cut ultrasonic sensors from its production lines seems to show that the cost-cutting measure from the leading EV brand is not as foolhardy as initially perceived. Tesla’s decision to put its faith into its proprietary computer vision software, Tesla Vision, instead of the industry standard combination of LiDAR, radar and cameras made it an outlier. Recent evaluations of the technology, however, including a 2019 research paper from Cornell University, show that the stereo cameras that Tesla uses in place of other systems “could be capable of generating a 3-D map of nearly equivalent quality to that of a LiDAR system.” From a cost perspective, Tesla figures it can get essentially the same result with a $5 as with a $7,500 LiDAR system, so the decision becomes pretty clear.

BRAIN CUSHION

An engineer at Honda has been honoured with the U.S. Government Award for Safety Engineering Excellence for his work on creating a “groundbreaking” passenger air bag system with proven life-saving capabilities. Eric Heitkamp, alongside eight others, was recognized at the National Highway Traffic Safety Administration’s (NHTSA) Enhanced Safety of Vehicles conference, held in Yokohama, Japan in early April. Heitkamp’s design, which Honda describes as functioning similar to a catcher’s mitt, was directly aimed at mitigating brain injuries caused by traffic accidents. Where a conventional side airbag may see a passenger’s head rotate and slide off, Heitkamp’s system effectively catches, cradles and protects the head, according to Honda.

GOING GLOBAL

Collision Builders is expanding and is currently in discussion with multiple franchised collision repair businesses across the United States. According to a press release on the company’s LinkedIn profile, the team currently advises a twostore franchised collision repair business in California and is looking to provide collision repair business advice to more shops. Collision Builders provides a feebased advisory service for owners who want to sell their business, increase its value or acquire additional auto repair shop locations.

CHECKS AND BALANCES

Uni-Select and LKQ say they are pleased to announce they have gotten the green light from the Canadian Competition Bureau to go forward with LKQ’s acquisition of Uni-Select, first announced in February. According to Uni-Select’s press release, the arrangement remains subject to certain closing conditions, including the receipt of other applicable regulatory approvals, consisting of approval under the Investment Canada Act and clearance by the U.K. Competition and Markets Authority. The companies expect the arrangement to be concluded by the second half of 2023.

Collision Builders is led by (left to right): Larry Jefferies, former v-p and co-founder of CARSTAR Canada, Bing Wong, former colleague and understudy to Jefferies, and Jeff Keddies, a business coach with more than seven years of experience in the automotive collision industry.

FORD’S FINANCES

Ford does not expect its electric vehicle (EV) unit to be profitable until 2026, Known as Model e, Ford’s EV unit lost US$2.1 billion in 2022 and could lose as much as US$3 billion in 2023. Ford’s Model e business also reported US$900 million losses in 2021. The automaker says it sold approximately 96,000 EVs in 2022, representing US$5.3 billion in revenue. On EBIT, Ford Model e worked with a profit margin of negative 40 percent in 2022. The automaker said the unit is targeting an eight percent operating profit margin, and profitability, by 2026. For comparison, Tesla reported a 22 percent profit margin for Q4 2022.

Nonetheless, Ford CFO John Lawler remains confident. “We’re already seeing green shoots of the improvements in the profitability of Model e. We expect Model e to break even at the end of this year, and, in 2024, we believe our first-generation products can be EBIT margin positive.”

MIX ‘N’ MATCH

Ford’s engineering department is working towards what could be a significant cost-cutting measure for the automaker, as a recent patent filing dug up by Ford Authority shows a design for a one-size-fits-all configurable frame for use on future vehicles. The patent design, which was filed in November 2022 and published in March, illustrates a single vehicle frame where individual components, such as batteries, motors, suspension, and wheels could be swapped out and rearranged to suit the requirements of various Ford models and trims. The common consensus among Ford observers is that this sort of modular frame design will, if effective, offer the company significant savings in assembly, as well as potentially contribute to the streamlining of repairability for future Ford vehicles.

PAINT PROBS

Hyundai Elantra owners in Quebec have filed a lawsuit against the OEM seeking compensation for paint degradation damages. The class action was filed May 1 by Lambert Avocats, on behalf of Michel Allard and other drivers who purchased or leased a white or pearl-white Hyundai Elantra on a long-term basis and experienced paint degradation issues. Allard had purchased a “perfect condition” white 2017 Elantra in June 2019. Three months after purchase, Allard noticed peeling paint on the hood of the vehicle. He approached the dealer, who covered the repair—but the same problem occurred in the summer of 2022, this time on the left front fender and the roof of the vehicle. This time, Allard’s dealer said he would not cover the repairs because the warranty was expired. Repairs for Allard’s Elantra were estimated at $4,581.52. The presence of rust was also noted. While his vehicle was being estimated, Allard rented the exact same car, a white 2017 Hyundai Elantra, which he claims “also had paint degradation issues, particularly on the front hood of the vehicle.” Then, Allard learned of a Facebook group of more than 300 Elantra owners facing the same issues.

The “configurable vehicle frames and associated methods” patent is currently filed in the U.S. under serial number 0088224.

At PBE we continually strive to build customer relationships based on integrity, an industry leading product assortment, and two-way communication. We take pride in bringing new and innovative products to the market by working closely with manufacturers and their representatives. With 5 warehouses across Canada, we will provide you with what you need, when you need it.

TESLA’S PRICE TAG

Tesla has plans to use cheaper, iron-based batteries in electric semi-light trucks, the OEM announced in April via its Master Plan Part 3 paper. Tesla currently uses nickel-based batteries in its EVs. Lithium iron phosphate batteries are generally cheaper than nickel and cobalt-based lithium-ion batteries, which analysts expect will help the OEM cut down on manufacturing costs while simultaneously addressing supply issues related to nickel and cobalt. Lithium iron phosphate batteries are also considered less likely to catch fire compared to their nickel and cobalt-based counterparts. They are, however, larger, heavier and hold less energy than nickelbased batteries. The proposed lithium iron phosphate batteries, intended for use in “short range” heavy electric trucks Tesla calls the “Semi Light,” will hold a capacity of 53 kWh. The Model Y and Model 3 batteries tout a 75 kWh capacity. Tesla intends to use lithium iron phosphate batteries in the Model Y and Model 3 eventually, though it has not provided a timeline.

DEAD BATTERIES

With the current state of insurance, an EV might be written off completely if its battery is dented, warped or slightly scratched, according to an article first published by the Times Live. The article says this stems from a general inability to assess or repair battery packs after accidents, resulting in write-offs even if the vehicles have been barely used. Consequently, this has (reportedly) resulted in battery packs piling up in scrap yards, further worsened by the units costing half the price of an EV–meaning you get more value from buying a new EV than replacing a damaged battery. While several OEMs including Ford and General Motors have promised repairable EV battery packs, many are assembled in a way that makes repairs significantly tougher, with Tesla Model Ys gluing these battery packs into the car’s structure. The decision by OEMs to refuse to disclose diagnostic data has resulted in insurers writing off vehicles as a precaution, according to Peter Gruber, owner of Gruber Motor Co. “An insurance company is not going to take that risk because they’re facing a lawsuit later on if something happens with that vehicle and they did not total it,” he said.

OEM ORIGINS

Tesla is selling Chinese-made Model 3 and Model Y units in the Canadian market, confirming suspicions that the EV maker had shipped vehicles from its Shanghai factory to the North American market. As of May 23, Tesla’s website had Model Y vehicles and long-range, all-wheel-drive Model 3s available for immediate delivery in British Columbia, which bore codes indicating they were manufactured at Tesla’s Shanghai Gigafactory. Fans of the brand had suspected the recent reduction to the Model Y’s range performance—from 488 kilometres on a single charge to 455 kilometres—indicated that Tesla was selling China-made cars in Canada. Tesla models built at the Shanghai factory have VINs beginning with ‘LRW’, Reuters reported.

MISPLACED PRIORITIES

A PC Insurance commissioned survey found that safe driving discounts are the prime factor for most Canadians, with collision and liability coverage ironically considered the second and third most important factors in an auto insurance policy. The survey polled 1,500 Canadians, asking which factors they considered important, along with the most common misconceptions about auto insurance. Safe driving discounts topped the list, with 50 percent considering it the most important factor. This was followed by collision coverage at 42 percent, liability coverage at 38 percent, bundles with home insurance at 38 percent, and multi-car discounts at 25 percent.

According to the Times Live’s article, battery units cost half the price of an EV–meaning you get more value from buying a new EV than replacing a damaged battery.

Pictured: Iron phosphate powder. CEO Elon Musk is reportedly all for lithium iron phosphate battery technology, and Reuters said he was quoted to say “the vast majority of heavy lifting for electrification will be iron-based cells” this past March.

NOTE: Eligible parts only. Wheels are excluded from CAPA certification but are subject to strict SAE standards.

NOTE: Eligible parts only. Wheels are excluded from CAPA certification but are subject to strict SAE standards.

CAN IT STEER?

Ever wondered if a roll of toilet paper could steer a car? What about a Panasonic flat-screen? Or a bottle of water? Instagram user @dejonsvids has made it his mission to answer those oftenasked questions, with a whole portfolio of videos where the steering wheel is replaced by, well, anything but. He’s confirmed that a roll of TP can steer a car—as can a freshly-sharpened kitchen knife, a plastic clothes hanger, a box of tissue and much, much more.

WE ARE INFINITE

Sometimes it’s not enough to simply crack a window—you’ve got to stick your whole body out the sunroof to truly satisfy the urge for fresh air. Whether you relate or not, someone does, as Ontario police caught a woman cruising at 100 kilometres per hour with her entire body sticking out the sunroof. She stays in the position for the entirety of a 30-second clip posted to Twitter…so we know she wasn’t sneaking a quick fix. All in all, she was charged with not wearing a seatbelt.

STICKY SALESMAN

Back in November 2022, a Brampton, Ontario driver was pulled over in a barely-driveable BMW that appeared to be held together by duct tape and determination. When police questioned why the driver—who had a suspended license, no insurance and six other violations on record—he said he was simply en route to sell his car, so no problems here.

WHEELY BIG

You know what would make a Tesla a whole lot better? 10-foot wagon wheels. The members of YouTube channel WhistlinDiesel clearly felt the same, ‘cause the crew posted a video of a Tesla Model 3 outfitted with 10-foot wagon wheels back in mid-March. The overarching goal of the project was to flip the Tesla completely upside down while maintaining drivability—a feat achieved in the full 13-minute video.

Seriously, there’s so much more on the @dejonsvids Instagram page.

We wonder how many flies she caught. (PHOTO: OPP Highway Safety Division)

We hear he’s selling…any takers? (PHOTO: OPP Highway Safety Division) The final stunt of the video features the car rolling downhill at full speed.

UNCOVERING HIDDEN DAMAGE

If you’re not looking for something, will you find it anyway?

Sometimes. Maybe.

More likely, maybe not. When it comes to collision repair, that’s a problem. For the customer, and for the repair shop. Missing things that could or should have been caught results in inconvenience, extra cost and a very annoyed customer.

To uncover hidden problems, you’ve got to know where they might be hiding. The Collision Alignment System from Hunter Engineering shows technicians where to look.

This is often necessary, because what’s appropriate for a typical maintenance wheel alignment won’t always be enough for a collision scenario. Primary measurements, such as toe, camber and caster, only get you halfway to where you need to be. Possible hidden damage remains hidden.

The Collision Alignment System helps techs finish the job, thanks to specific collision workflow procedures to ensure they take essential in-depth measurements to uncover damage right away – rather than as a surprise during the alignment at the end of the repair process. Or worse: missing it altogether.

The five collision-specific diagnostic measurements are:

• Toe out on turn

• Maximum steer

• Ride height

• S uspension body dimension audit (SBDA)

• Symmetry and setback

Frequently, a vehicle can check out fine with the usual primary measurements. What the tech would not find without looking would be things like a damaged subframe or unibody, damaged lower control arms, shifted axles, bent spindles or other affected components that would slip under the radar.

Not only will the system provide a more complete blueprint of the necessary work, but it also makes the tech’s life easier by walking him or her through the process. Instead of hunting and pecking all over to find additional measurements, Hunter’s award-winning WinAlign® software guides the tech through the procedures step by step with minimal interaction.

Easily decipherable documentation also clearly communicates the nature of the work to be performed.

By finding hidden problems at the start of the process instead of the end, a complete estimate can be written that will require no later adjusting.

This means no extra cycle time and cost, saving time and money for both the customer and the collision shop. Not to mention missed items remaining dormant until they rear their heads months and many miles later, possibly in an unsafe manner.

For collision shops interested in doing ADAS work instead of subletting it, the system integrates with Hunter’s ADASLink® diagnostic scan tool, capable of guiding the technician through ADAS calibrations for millions of vehicles.

When you don’t know what you don’t know, it’s like walking around in the dark. The Collision Alignment System sheds light and allows you to retain your customers by maintaining your usual standard of quick and accurate service.

The time to look for issues is before alignment, not during

FROM PROCESS TO PROFIT

Story by MAX REID

Sometimes it takes a leap of faith to find out where your true passions lay. Here at Collision Repair, we have heard stories from numerous industry professionals who found themselves swinging a hammer or spraying a panel through some combination of good luck and pure coincidence. Those first forays into the world of autobody repair can sometimes plant the seed for what could ultimately become a prolific, productive and progressive career in this industry.

For Bryan Leier of Bennett Dunlop Ford in Regina, this was exactly the case.

It’s the late 70s and Bryan is in university studying engineering, while spending his summers working part-time at a bodyshop.

Before long, his passion for academics was being overtaken by a new passion for autobody repair, citing his understanding of metals and keen eye for detail as what set him apart early on.

“I worked there part-time while I was going to university, and it turned out I was pretty good at it,” Bryan said over the phone with Collision Repair

“When the fall semester came around, I quit university and started working full-time—I was about 18 or 19 at the time.”

Bryan took to his new vocation like a moth to flame, and seeing the financial peril of his current employer on the horizon, elected to make a go of things on his own at the tender young age of 20 years old.

“I was 20 years old and had just bought a building in Sedley, Saskatchewan; it was an old GM dealership back in the 50s and 60s,” said Bryan.

“I borrowed some money from my grandpa, and my dad kicked in some cash to buy the building. I paid like $7,000 for this 4,000 square-foot dealership building.”

Bryan says he fondly recalls the era where his shop was lined with Firebirds on one side and Camaros on the other; and never with a shortage of custom work to do.

“I remember the first car I painted: it was a 1969 Camaro and I painted it in silver enamel.

“I was one of the first shops in Saskatchewan to use acrylic enamel paint products,” Bryan said proudly.

Regina’s Bryan Leier on the systems of success

As an entirely self-taught, one-man collision repair machine, Bryan says he rode a steep learning curve, not just in proving his individual skills by challenging and passing the journeyman exam, but in learning how to manage an entire collision centre on his own.

“When I started my business, the interest rate on my line of credit was about 17 percent, so to say it was difficult to survive would be an understatement,” he said,

“When you’re starting out, you need to buy equipment, buy parts and keep getting work out the door while you have interest rates that are just unbelievable.”

Being out in Sedley, a town of a little more than 300 residents, Bryan knew that to survive, he would have to take whatever work he could get.

“We did everything from collision repair to restoration, and being that we were out in the country, we also did a lot of stuff for farmers.

“It would not be unusual to have someone pull up in their tractor and want you to weld their hitch for them. We also did a lot of grain trucks.”

It took a few years of growing pains, but Bryan took these struggles in stride and used them as opportunities to expand his understanding of the collision industry’s inner workings.

Throughout the 90s, Bryan always had one foot in his shop and the other in a SaskPolytech classroom (SIAST, at the time), taking a position as a part-time instructor—a position that he says became a great source for new staff later on.

Bryan Leier turned his passion for autobody to an incredibly healthy business—and now he brings his expertise to the bustling bodyshop at Bennett Dunlop Ford in Regina, Saskatchewan.

“I was one of the first shops in Saskatchewan to use acrylic enamel paint products!”

—Bryan Leier, manager, Bennett Dunlop Ford

After a successful 27 year run in Sedley, Bryan elected to sell his shop and start a new chapter of his career.

“I sold my shop in ’02, and about nine or ten months later I started with Bennett Dunlop Ford as an estimator,” said Bryan, recalling his start in the collision centre of a Regina Ford dealership.

“In a few months, I became the manager, and I have been the manager ever since.”

Bryan attributes the relatively quick progression through the collision repair industry, in large part, to the many connections he maintains with representatives of various industry stakeholder groups throughout Saskatchewan.

As a member of the Saskatchewan Trade and Apprenticeship board, the Sask Polytech board of directors, and rep to the SGI committee on behalf of the Saskatchewan Auto Dealers Association, Bryan’s appetite for the growth of his business is well sated.

Working with these groups has built for Bryan a reciprocal relationship in which he can advocate directly on behalf of collision shops just like his, while serving as a star example of all the latest advancements in skills training and education.

Thanks to a great team, Bryan says he rarely wakes up worried about what’s happening at the collision centre.

Let’s play a game: count the I-CAR certs.

“We were an I-CAR Gold shop way before anyone else. We had platinum technicians way before anyone else—we had scanners. A lot of the things other shops were farming out, we were doing in-house,” said Bryan.

“You start to look at how to maximize your square-footage, how to maximize your strong points and the qualities of your technicians so that you are getting better, faster repairs from qualified techs.”

Bryan says that one of the biggest lessons he learned along his journey had almost nothing to do with repairs themselves, but with the almighty “P-word”—process.

“When you look at repairing a car, it all comes down to process: how to process paperwork, even after the repair is done, so that it is done properly for the insurance companies.

“I ran a small shop for over 25 years. It was not a big deal to come in on a Saturday to fix a door so that you could paint it on Monday—that doesn’t work anymore. The process on repairing things, getting things out the door, scheduling and having parts arrive on time, is a nightmare.”

“I ran a small shop for over 25 years. It was not a big deal to come in on a Saturday to fix a door so that you could paint it on Monday—that doesn’t work anymore.”

—Bryan Leier, manager, Bennett Dunlop Ford

From the Archives: Bryan’s pics from the Sedley Automotive days.

Despite all his many connections and experiences, Bryan and Bennett Dunlop Ford are by no means immune to the pressures currently being faced by bodyshops across the country. The difference for Bryan, however, is that he has a plan.

Bennett Dunlop Ford is planning to launch a new initiative soon, where customers can skip the often-lengthy wait to have their vehicle towed to, and appraised at an SGI commercial claims appraisal site.

Instead, the shop will accept tow-ins and carry out 100 percent teardowns of customer vehicles so that proper damage appraisal and parts ordering can be done within the week the vehicle is received.

“The problem with [an SGI claims appraisal] is that the car is going to get, at best, a partial estimate. So now if the vehicle isn’t a write-off, you need to figure out how much extra damage there is, and then that

vehicle sits at my place until I can schedule it in because we have a lot of vehicles here. Now I take it apart and find out that there is an extra 10 or $15,000 worth of damage on it,” said Bryan.

“Instead of waiting weeks or months to find out if their car is a write-off or whether it is repairable, they’re going to get it done in a very short period of time.”

Bryan says the calibration equipment he is planning on purchasing for the shop will also do wonders for keeping Bennett Dunlop’s many services under one roof.

Further to that, the shop proudly uses a combination of Car-o-Liner and ProSpot welders, in addition to a Car-o-Liner frame machine and a full suite of Sherwin-Williams paint products, according to Bryan.

It takes a special kind of leader to remain steady at the helm over the course of a 47 year career, but Bryan has uncovered the

science of his operations and knows exactly what formulas will deliver him to the solution he needs.

Many of the staff members at Bennett Dunlop have been working with Bryan for at least a decade; this is a fact evident in both the excellent work done on the production floor, as well as through the cohesion and hard-work of his front-end staff.

One aspect of this system that cannot be quantified, however, is the personal difference it makes to Bryan on a day-to-day basis.

“I have always worked with amazing people. People have come and people have gone, but for the most part, I have an amazing crew of people that I work with that are dedicated and resourceful,” said Bryan.

“I rarely wake up in the morning worrying about what might be happening in my collision centre.”

I have an amazing crew of people that I work with that are dedicated and resourceful.”

—Bryan Leier, manager, Bennett Dunlop Ford

AN ODE TO OARA

Ontario Automotive Recyclers Association hosts annual convention

Story by ALLISON ROGERS

On March 31 and April 1, the Ontario Automotive Recyclers Association (OARA) hosted its annual Convention and Trade Show, where representatives from across the aftermarket gathered for two days of learning, networking and good times.

While the previous day’s discussion centred around electric vehicles at the Automotive Recyclers of Canada’s EV Roundtable, OARA focused on other pressing topics in the auto recycling industry.

“We’d love to talk about EVs [at OARA]—there are just too many other things on our plates!” said OARA executive director, Steve Fletcher.

Topics of conversation largely included staffing, the consumer perception of the industry, trends in the auto recycling and insurance sectors, the future of auto recycling, sales, e-commerce and more.

Check out our photo album from the event!

Gloria Mann; Daryll O'Keefe, Fix Network; Steve Fletcher, ARC and OARA; and J.F. Champagne, AIA Canada.

IAA had its crew out in full force.

Allison Rogers and Kirk Monger of Solera | Hollander.

Paula Carcone Baldali, Michael Carcone of Carcone's Auto Recycling with Ian Ticknor of Standard Auto Wreckers.

Karan Raina and Harshit Singh, Lacero Solutions.

Left, Andrew MacDonald, Maritime Auto Parts.

David Gold of Standard Auto Wreckers and Jeff Haltrecht, Call2Recycle.

Josh Stark and Jared Stark of Stark Auto Sales with Gloria Mann.

Kristen Alexander and Amanda Morrisson, URG, with Allison Rogers, Media Matters.

Troy Edwards and Vinesh Mistry of IAA Inc.

If you want this hat, you'll have to contact Steve Fletcher, OARA's executive director and managing director of the Automotive Recyclers of Canada.

Paul Prochilo, Simplicity Car Care; Flavio Battilana, CSN Collision Centres.

The Future of Recycling panellists: David Gold, Standard Auto Wreckers; Dalber Livingstone, Island Auto Supply; Ryan Mandell, Mitchell International; Shan Lathem, Automotive Recyclers Association; Rob Rainwater, Profit Team Consulting.

The crew from LKQ.

The ladies of United Catalyst Corp. Becky Beruke and Erika Warner.

Bruce Woodbeck, Woodbeck Auto Parts, and Wanja Mann, Media Matters.

Carly Masters and Dom Vetere, Dom's Auto Parts.

Gloria Mann, Media Matters and Michael Demik, Supershear.

Marty Hollingshead, ARA and Northlake Auto Recyclers, with Roger Schroder of Car-Part.com.

Trenton Cameron and Darin Baker from Glencoe Auto Recyclers.

EV RUNDOWN

Electric vehicles add 2.5 days cycle time, six hours labour; rate of repair drops 10 percent, and more insights from ARC’s EV Roundtable

On March 30, the Automotive Recyclers of Canada hosted more than 80 members of the Canadian automotive aftermarket for an in-depth discussion on electric vehicles and how electrification will impact the auto recycling, collision repair and other automotive industries.

The event was separated into four parts: Steve Fletcher, managing director of the ARC, welcomed attendees before environmental consultant Maria Kelleher; battery whiz Jeff Haltrecht of Call2Recycle and Ryan Mandell of Mitchell International each detailed a respective part of the electrification process and its effects.

“No one is really looking into the end-oflife side of electrification,” explained Fletcher in his welcome address. “Yet 40 percent of ARC members are processing end-of-life EVs, according to a 2022 survey.”

A GENERAL OVERVIEW: HOW MANY BATTERIES AND WHAT CAN WE DO WITH THEM?

By 2035, the Canadian government wants 100 percent of new vehicle sales to be electric, which translates to approximately two million units sold in all.

To get there, the federal government aims for 20 percent of new vehicle sales to be electric by 2026—which equals approximately 395,000 units sold—and for EVs to comprise at least 60 percent of new vehicles come 2030 (with about 1.2 million EVs sold, total).

national Energy Agency (IEA), there will be a significant spike in the number of EOL EV

batteries between 2030 and 2040. Contrary to public perception, electric vehicle batteries are outliving the EVs they’re housed in.

“When an EV battery is no good for the vehicle itself, it still holds between 70 percent and 80 percent of that charge,” explained Kelleher. “It’s no good to run a vehicle, but it works for energy storage and other applications.”

EV battery life can be extended by up to ten years via reuse, said Kelleher; up to 15 years, according to a Toyota study, she added.

There are a few different ways to repurpose a battery, she explained. The first, and often consider the most ideal option, is to refurbish and reuse the battery secondhand in an EV. Alternatively, EV battery packs can either be combined with others to create energy storage systems or backup power sources; or separated into smaller units for reuse in smaller applications—like in wheelchairs or golf carts.

If the IEA’s predictions pan out by 2030, battery recycling efforts will only supply 12 percent of demand.

“Recycling won’t solve the supply problem, but it will help.”

Kelleher elaborated that EV batteries contain a multitude of different components, including copper wiring, circuit boards, a variety of chemistries (i.e. nickel cobalt aluminum; nickel manganese cobalt; lithium

“Significant dismantling is required [to reach the valuable materials],” which, to recyclers, would be cobalt, nickel and copper.”

— Maria Kelleher, Kelleher EnvironmentaL

THE PATH MOST TRAVELLED: WHAT DO WE DO WITH USED EV BATTERIES?

According to Haltrecht, one of five things can be done to an EOL EV battery: repair or remanufacture the unit; resell the battery as-is; repurpose the battery or recycle it all together.

“There are five different pathways the battery can hop to, depending on a number of factors: the health or geographic location of the battery; which damage stream activity is closest [geographically] to the battery; who has a contract on that battery and so on,” he explained.

Currently, the majority of EOL EV batteries are handled by dealers, said Haltrecht. He explained that dealerships may have unique access to shipping containers through the connection to OEMs, whereas recyclers may have to find a logistics partner for their own shipping container access.

“And it’s still too early to tell how long these shipping containers will last,” he added.

Haltrecht acknowledged that there are plenty of other questions about handling EV batteries as a repairer or recycler.

“Sharing what works and what doesn’t work is probably of the single best things we can do today.”

Anyone working on or planning to handle EVs or their components in their facility should have a thermal sensor/thermal imaging gun, a four-gas meter (that detects different gases given off by EV batteries), a fire blanket and heat-sensitive gloves onsite, Haltrecht told the audience.

“That’s the absolute minimum for safety equipment you should have on-site,” he said.

In terms of developments on detecting the health of and potential pathways for EV batteries, Haltrecht said he “can see where this is going.”

“We’ll have a highly robust algorithm app on our phones, with a special cable that connects to the vehicle [to read battery diagnostics]. At certain sites, like a dismantler’s, you’ll be able to get a [battery health] reading. We’re just not quite there yet.”

The most common reasons for battery degradation are typically factors like temperature, altitude, number of charge cycles and the type of load; fast chargers will degrade a battery faster than a normal charger, added Haltrecht.

He ended his portion on the mic with

several policy suggestions for lawmakers.

“We are a North American industry— cars and parts travel across the borders to be built. The batteries will also move around. We need one policy to standardize everything.

“If we don’t, car prices will [be] drive[n] up due to batteries being stranded, simply because it’s too cumbersome to deal with them.”

Haltrecht also said that any policies around EV batteries should support the entire useful life of the battery; not just the time it’s working in a vehicle.

“Don’t force an early retirement on a battery when you’re talking about policy.”

Current regulations should be reviewed and amended, said Haltrecht, specifically to allow EV batteries destined for recycling to cross the border without permits, just as those being remanufactured are permitted, and shipping container requirements should be aligned with U.S. DOT.

Finally, standards and/or safety requirements are EV battery recycling should be developed as soon as possible.

“[The lack of safety standards] is the weakest link—and the weakest link can bring down an industry.”

TIME TO STRATEGIZE: EV REPAIR COMPLEXITY AND COST

New vehicle sales fell eight percent in 2022, but new sales of EVs grew by a whopping 65 percent in the same period.

According to statistics from Mitchell International, 2.5 percent of repairable claims processed through the Mitchell platform in 2022 were EVs. The data collected on these claims demonstrated the increased complexity of EV repairs, Mandell told audiences at the EV Roundtable. In fact, the average EV repair takes an extra 2.5 days of cycle time and six additional labour hours.

This results in a “pretty significant” difference in the cost of repair between an ICE vehicle and an EV.

“If EV adoption continues to maintain its growth pace, the average repair could cost about $8,000 by 2035. Today, it’s about $4,600.”

There are nearly twice as many semiconductors in an EV, compared to an ICE vehicle, said Mandell. ICE vehicles have

about 1,000 semiconductors, where EVs contain about 2,000.

Mitchell’s scans also showed increased complexity with EV repairs—a 2018 ICE vehicle had 31 codes, while a 2018 EV threw 40 codes.

Lightweight substrates only add to the complexity.

“You simply just don’t have the same opportunity to repair aluminum, carbon fibre or composites that you do with steel. Steel has a memory. It likes to go back to its original shape. Those other materials do not.

“The rate of repair [with lightweight materials] drops about ten percent,” added Mandell. “That will give recyclers a lot of opportunity.”

Jeff Haltrecht called on the Canadian government to reconsider and develop different layers of policy around EV batteries to allow for more fluid movement and accessibility.

Maria Kelleher told the audience that EV battery life can be extended by up to ten years via reuse—up to 15 years, according to a Toyota study, she added.

Steve Fletcher is the managing director of the Automotive Recyclers of Canada. He said that, according to a 2022 ARC study, 40 percent of members were already processing electric vehicles.

Ryan Mandell delivered insights from Mitchell International’s database, revealing that EV repairable claims have 2.5 extra days of cycle time and six additional labour hours, when compared to the average ICE repairable claim.

““If EV adoption continues to maintain its growth pace, the average repair could cost about $8,000 by 2035. Today, it’s about $4,600.”

—Ryan Mandell, Mitchell International

COUNTING CALIBRATIONS

ADAS calibrations are a billion-dollar business, says AutoBolt report

Story by ALLISON ROGERS

It's time the industry gets a clear look at the sheer size of the ADAS calibration for auto glass market—and AutoBolt's done the math for you. According to the company's calculations in a recent report, there should have been 3.8 million ADAS calibrations on auto glass in 2022. Based on that data, the total addressable market for ADAS calibrations in the auto glass industry in the United States in 2022 was, in U.S. dollars, $959 million.

"[The report] shows that ADAS calibrations on auto glass is already a billion-dollar business," explained Nick Dominato, CEO of AutoBolt.

The company analyzed more than 10,000 windshield lookups with AutoBolt, where a VIN-verified result was provided, to determine how prevalent calibrations are in the auto industry, and to “identify new ADAS systems and the growth of non-ADAS technology.” Based on the collected data, there should have been 3.8 million ADAS calibrations in the auto glass industry in 2022, translating to a total addressable market of US$959 million.

“For the vast majority of automakers, a windshield replacement on a newer vehicle (i.e. model year 2020) all but guarantees a calibration will be required,” elaborates the report.

The company says 89 percent of 2023 model year vehicles include windshields requiring calibration.

"We noticed a sharp up stick in windshields with ADAS requiring calibration starting in 2016. This coincides with a voluntary agreement by 20 automakers in 2015/16 to make automatic emergency braking standard on all light-duty cards and trucks with a gross vehicle weight of 8,000 lbs. or less, no later than September 1, 2022.”

While Asian and luxury automakers produce more than 95 percent of their models with forward-facing cameras (on average), domestic OEMs have been "laggards in ADAS adoption across the board," says AutoBolt.

Some of this can be attributed to higher sales of pickup trucks or Jeeps—which have a gross vehicle weight rating exceeding the terms of the AEB voluntary agreement—but, even after filtering those out, AutoBolt says domestic automakers remain slower to adopt ADAS than Asian and European automakers.

When it comes to static versus dynamic calibration, there's no clear winner. Both are equally as common and have negatives and positives, notes AutoBolt, with the steep learning curve and space requirements that come with static calibrations and the fact that some dynamic calibrations can be impossible to perform under certain climate conditions.

One marked trend, however, has been the increase in vehicles allowing for a choice of static or dynamic calibrations—the best-case scenario, says Dominato.

This won't mark the end of growth in the ADAS calibration on auto glass market; automakers will continue to push the technological envelope, says AutoBolt—especially as head-up displays gain popularity.

It's already a billion-dollar business, and it's only set to grow.

Vehicles requiring calibration, by model year.

Nick Dominato, CEO of AutoBolt.

STACKED TEAM

Story by ALLISON ROGERS

When you look at your ducks, would you consider them to be in a row?

Anyone in this industry is more than aware of the many moving parts that come with running a collision centre; a bodyshop’s gears run consistently, and even the slightest slowdown sends a ripple of interruptions throughout the process, at the cost of patience and precious dollars.

We’ve all heard, in this day and age, tales of how technology can streamline operations and optimize efficiency across the board —but how often are we privy to information on how a business has integrated technologies to do so?

3M™RepairStack™Performance Solutions, officially unveiled last year at the SEMA Show, is a three-pronged hardware and software system that offers bodyshops high-tech inventory management, integrated invoicing capabilities and up-to-the-moment performance analytics, all under one umbrella.

The product has generated buzz around the industry for its ability to offload and automate inventory management as well as

its capabilities in collecting detailed data to help in-the-know shop owners make key business decisions.

Collision Repair magazine recently spoke to Andy Boyd, digital platform leader of connected bodyshops for 3M Automotive Aftermarket.

One of RepairStack ™ ’s most attractive features is automated inventory management with automatic ordering and inventory tracking for both 3M and non-3M materials.

“RepairStack™is designed to transform storage,” said Boyd. “It’s for the shop owner who is looking to add bottom line improvements and use technology to aid in managing inventory across the shop.”

RepairStack™shops stock their cabinets with the materials of their choice, and each material has a barcode associated with it. The user scans the barcode via the provided scanning tool—an iPod Touch with an attached scanner—and selects the quantity of material used and removes the material for use. The cabinet is unlocked via Bluetooth—you can even see which of your staff pulled the materials.

Users set minimum and maximum inventory levels. When product hits the minimum level, it automatically sends an order to your distributor.

The second of the RepairStack™pillars— integrated invoicing.

The program is designed to streamline blueprinting and billing by automating scanning and invoicing via two-way integration with your bodyshop management system. The inventory management system captures inventory usage and helps to assure all procedures and materials are precisely documented to their respective ROs, says 3M.

“That’s huge for material reimbursement,” explained Boyd.

There were 90 Canadian customers on the RepairStack™platform when Collision Repair magazine spoke to Boyd at the end of March. In the States, there were more than 2,500 users on the platform. Top-performing users have seen significant results when recovering material costs—in fact, Boyd said that, in the U.S., users on the platform have the potential to recover over $1,500 per month.

RepairStack™integrates with CCC, Axalta

ProfitNet, and Body Shop Connect (Canada) today. 3M is pursuing ongoing integrations with leading body shop management software, distributor and paint company order portals, and more.

Compare month-to-month spending; view invoice records according to RepairStack™’s precise inventory tracking; monitor material usage by tech—there are boundless opportunities.

Boyd says the ideal user is a shop owner dedicated to working on their business: someone who keeps a keen eye on the bottom lines, follows standardized operating procedures and is consistently driven toward better results.

“The ideal [RepairStack™] user wants to

be better. It’s like a gym membership—you have to want results.”

While that tends to be heavy-lifters or multi-shop operators, Boyd maintains that there are no restrictions to who can use the highly customizable platform.

Not only are there ample on-demand training modules to teach staff the ins and outs of RepairStack™ itself—there are plans to integrate the 3M Academy Training platform with RepairStack™, offering both paid and free courses on collision repair practices.

“At 3M, we’ve been creating automotive products since the dawn of the automobile. We’re simply looking to provide continued, dedicated support for the connected bodyshop.”

Q: What if I buy from more than one jobber?

3M says RepairStack™ allows for flexibility to fit your shop demands.

When supplies are removed from the cabinet, the user simply scans the barcode and RepairStack™ keeps track of your material supply levels. Materials are automatically reordered when they hit the user’s designated minimum level, customizable to your shop’s needs.

“The ideal [RepairStack] user wants to be better. It’s like a gym membership—you have to want results.”

— Andy Boyd,Digital Platform Leader, Connected Bodyshop, 3M Automotive Aftermarket Division

FROM NINE-TO-FIVE TO THE FOUR-DAY JIVE

The

Story by MAX REID

The last 20 years or so has seen significant transformations in the work lives of people all across the world.

For many of us, when we think of these transformations our minds flash images of the offices of young tech startups, furnished with beanbag chairs and ping pong tables—often more evocative of a McDonalds play-place than the cubical farms that we are more familiar with.

It’s easy to perceive these amenities as frivolous comforts for an already comfortable generation of young workers, however, more and more research is beginning to show that employers who actively invest in the wellbeing of their staff, even after they have clocked out for the day, are able to both earn more and increase productivity.

One of the most common of these worker-supportive initiatives, currently under consideration for businesses across many industries, is the four-day work week.

The four-day work week is a concept that tends to raise the guard of business owners, especially those who have “been around the block a few times.”

The idea that “if you give an inch, they take a mile” does not exist for no reason and it is often owners who stand to be burned the worst when they take a shot on doing a nice thing.

However, as years have passed and terms like “The Great Resignation” enter the common lexicon, additional thought and research has been devoted to concepts like the four-day work week in the effort of making work—to put it bluntly—slightly less dreadful.

A 2022 trial conducted by labour research firm, 4 Day Week Global, and led by Boston College economist and sociology professor, Juliet Schor, found that a four-day, 32-hour work week led to an average 8.14 percent increase in revenue among the 33 companies studied over a six month period.

Additionally, revenue was seen to grow by 37.55 percent when compared to the same six-month period of the previous year.

In terms of productivity, 95 percent of the companies involved recorded either stable or improved levels of productivity among employees during the trial period.

In a recent TED Talk related to the report’s findings, Schor explained that “A key part of the model is that in return for the ‘gift’ of a day off, people will squeeze all of their productivity into four days. While they may be spending less time at work, they are not necessarily doing less work.

“The ‘secret sauce’ is work reorganization–cutting out the least productive activities,” she said, citing superfluous meetings as often

Jolene Watson, a Saskatchewan-based professional speaker and trainer, and founder of Clarity Coaching & Development, has been working with businesses across Canada to help them implement practices geared around employee wellness.

benefits of a four-day work week

being the first item on the chopping block.

The report also sought clarity in the issue of engagement versus disengagement among workers of various schedules. More plainly, it compared feelings of enthusiasm and apathy among employees who work four-day, fiveday and six-day work weeks.

Among U.S. employees who work at least 35 hours per week, it was found that those who work traditional five-day weeks report the highest levels of engagement, 32 percent, as compared to 28 and 30 percent for four-day and six-day workers respectively.

What is of note, however, is that levels of disengagement—or as Schor put it, the feeling of “I hate my job”—are lowest among workers with a four-day schedule.

By comparison, five-day and six-day-aweek workers reported disengagement of 17 and 21 percent respectively.

This points to the fact that while a four-day model is not a one-way ticket to the hearts of your employees, but again—a reduction in overall workplace dread is not a bad place to start.

Jolene Watson, a Saskatchewan-based professional speaker and trainer, and founder of Clarity Coaching and Development, has been working with businesses in her province to help them implement practices geared around employee wellness.

She recently made news for helping a Regina mechanic shop carry out a four-day work week trial period, while being a fierce advocate for the practice, acknowledges that there specific considerations businesses need to make before launching blindly into a reduced schedule.

As many reading have probably mumbled to themselves already, collision repair is typically an hours-based industry, as opposed to flat rate pay, and the thought of surrendering a full day of production is borderline sacrilege for owners and technicians alike.

That is why Watson recommends an approach to the four-day week that properly accounts for both the operational necessities of the business and the responsibilities of individual staff members.

“With Kinetic, what [the owner] did was not cut their hours—they are still giving her a 40-hour work week…it’s just that now they get that full extra day off to spend time with their family,” she said.

Kinetic’s owner, Erin Vaughan, wanted to be able to give her staff Mondays off, but realized that customers would still expect to be able to pick up their vehicles on that day.

It was decided that shifts would be staggered and a manager would come in on Mondays to hold down the fort and deliver keys to customers.

“Another school of thought on that might be that everyone gets to choose which day they have off. That way, you do not have to close for a day because that's not always possible, logistically speaking.”

Watson says that by opening up this one avenue of flexibility, business owners may actually find themselves more likely to explore other mutually beneficial offerings to potential employees.

For example, a bodyshop on a shortened or staggered work schedule may be able to benefit from the presence of more part-time employees, particularly in the business’ front-end.

Lower stakes or temporary work can then be offered to those who want it, while the business can reap the savings that come from fewer benefits to provide.

Further to that, the previously mentioned report cited a study conducted in Sweden, in which nurses at a hospital saw their shifts reduced to six hours, with additional staff hired to fill in the missing hours.

At the end of the trial, it was found that the money saved from unused sick days and unemployment benefits was able to support the wages of those additional staff without any reduction in pay to the original nurses.

For collision repair centres who may be seriously considering offering a four-day week to their staff, Watson suggests you follow the example of a former boss of hers.

“In my past, I had a boss who would incorporate something called ‘stay interviews’ and he would encompass that within my performance review.

“He would do that every three months, and would ask questions, such as ‘What are you passionate about? Are we actually using your talents, interests and skills to their full ability? What professional opportunities are you excited about?’”

This, in addition to a scorecard method in which employees rank the priority of their needs at work, are key steps for owners and managers in establishing the specific reason why they wish to offer this to staff.

If your four-day work scheme is adding to the stress of your staff, whether through complicated scheduling or poor communication, or worse—is damaging your relationship with customers, adjustments need to be made.

The managers who tend to fair best with this practice understand that they are not simply removing one day of work from the week—instead; they are helping their staff add a full extra day to their lives.

Levels of disengagement—the feeling of “I hate my job”—are lowest among workers with a four-day schedule.

A 2022 trial found that a four-day, 32-hour work week led to an average 8.14 percent increase in revenue among the 33 companies studied over a six-month period.

POCKET-SIZED

PERSONAL ASSISTANT

Nine ways use to AI language models in your shop

Story by ALLISON ROGERS

If you didn’t understand artificial intelligence (AI) two months ago, you surely have a better grip on it now. ChatGPT has made sure of that. AI has advanced rapidly in the last two years—so fast, in fact, that even the experts are warning us to slow down. But, with AI language models continue to advance, and with them, so do the ways business owners can incorporate AI-driven programs into their operations. Here are nine ways you can incorporate AI-language models and other AI programs into your daily affairs.

ALWAYS ON CALL

ChatGPT and other AI language models can be used to provide ’round-the-clock support to your customers. By using a ChatGPT (or otherwise) powered pop-up chat box on your website, customers can interact with the program and ask frequently asked questions, schedule appointments or even check the status of their repairs.

BREAKING BARRIERS

Language models are not barred to English; GPT -3, which powers ChatGPT, operates in more than 40 languages. Using an AI-supported program for website chat support, you can connect with customers that speak different languages, expanding your inclusivity and customer base simultaneously.

Q: WHAT IS AN AI LANGUAGE MODEL?

A: An AI language model is a type of artificial intelligence program that is designed to process, analyze and generate human language. Models are trained on large datasets of natural language text, like books, articles and websites, and use statistical and machine learning techniques to learn the patterns and structures of human language.

INITIAL ESTIMATES

AI language models can also aid the initial claims process by asking customers questions about damage severity. The program can then use the information to give the customer a rough estimate of the repair cost—but be sure to use a disclaimer. Sometimes AI gets it wrong, and sometimes customers don’t accurately report vehicle damage. Some models will accept images and process estimates via photo; it’s only a matter of time before all claims go through AI before landing in your job log.

CHECK IT TWICE

Language models can create customizable checklists on whatever you may need. Do you have a team member that can’t seem to get closing duties down? Boom—ChatGPT will give you a checklist. Does a certain staff member perform better with a visual list of to-dos? ChatGPT will give them one, catered to whatever task they may be doing. It may even give you certain OEM guidelines—but be aware that language models are based on data that’s sometimes months—even years—old. Always double-check your trusted sources.

ChatGPT can provide ’round-the-clock technical support for your team, too—and this doesn’t just apply to collision centres. Equipment providers, training supporters and anyone looking to provide support to their customers can employ always-accessible troubleshooting via language models. This is especially useful for those collision centres that run 24-hour shifts. If someone is stuck on a job in the middle of the night, AI is there to answer your questions.

ORDER UP

Believe it or not, ChatGPT can help with your parts ordering. AI language models can pull parts numbers, availability and pricing from online sources. Not only that—programs can even suggest alternative (and still certified) parts that could be easier to source, or easier on the budget.

KEEPING TABS

AI models can be programmed to track and manage your parts and materials inventory. If stock is low or a product turns expired, ChatGPT or other programs can send you an alert with order suggestions. You can also program AI to deliver real-time updates on inventory, no matter where you are, when asked.

MARKETING MATERIALS

Have you been meaning to spruce up your marketing materials, but haven’t had the time? Maybe you’re keen to do a radio ad, but can’t come up with a quippy script. Need text for a web advertisement or placement in the newspaper? ChatGPT can give you a million ideas, customized to your request. Just ask the team at CSN Elite in Vancouver about their Planet Earth-inspired collision repair documentary.

EXTRA SPARKLE

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YOUR PRAIRIE PARADISE

Saskatchewan offers abundant opportunities

When you think of Saskatchewan, you probably think of vast grasslands, agriculture and friendly people; but did you know the province is home to some of the most progressive collision repair centres in Canada?

Saskatchewan has its own association of automotive repairers, dubbed SAAR, which goes to great lengths to advocate for the collision repair industry in the province. In 2020, all Saskatchewan bodyshops were required to achieve I-CAR Gold Class (or an equitable certification) and satisfy a list of tooling and training requirements via the Safe and Quality Auto Repair Project.

The prairie paradise of Saskatchewan has plenty of positions available to collision industry professionals—especially those seeking the latest collision repair techniques, from ADAS calibrations to specialized BETAG training courses and more.

Learn more about the opportunities waiting in Estevan or Prince Albert in this issue’s feature focus.

ENJOY LIFE IN ESTEVAN

If you like golf, hockey, motorsports, curling or hunting, Estevan might be the place for you.

Estevan has a population of just under 15,000 and is situated a mere 16 kilometres from the Canada-United States border. With two golf courses, an international motor speedway, a bustling curling rink and a top-notch hockey team in the Saskatchewan Junior Hockey League, Estevan resident and owner of CARSTAR Estevan, Bill Fonstad says you’ll never be short on things to do.

“You should never be bored in Estevan. We have the same facilities that any big city offers, only we have plenty of affordable houses, and acreages, to choose from.

“TS&M Woodlawn has a very good junior golf program,” says Fonstad. “And the motor speedway is excellent—a lot of Americans come up here for that.”

Estevan is known as the “energy city,” says Fonstad, with two coal mines and two power plants, on top of a thriving agricultural industry.

“We have a hospital, some very good schools and plenty of daycare or preschool options.”

CARSTAR Estevan has been around since 1985 and went by Ideal Auto Body before Fonstad signed with CARSTAR in 2020.

“Most of our work is collision repair—we have lots of deer hits, even moose hits, around here.

“The Estevan area is for good hunting—and not just with your car.”

It’s good for job hunters, too.

“Estevan has traditionally low unemployment rates. You won’t look very long for work if you’re ever looking for a job.”

To learn more about life in Estevan and opportunities available at CARSTAR Estevan, contact Bill Fonstad at 306-634-2815, or scan the QR code on this page.

Bill Fonstad, owner CARSTAR Estevan.

BE PART OF P.A. AUTOBODY

If you hate traffic, you’ll think Prince Albert, Saskatchewan is one of the best places on earth.

“If you drive 100 kilometres, it’ll take an hour. There are no traffic jams; you will not sit in your car for 45 minutes just waiting. About 90 percent of our staff go home every day at lunch,” says Shane Goller, owner of P.A. Autobody and TBS Collision in Prince Albert.

“Geographically, Prince Albert is a northern community—anyone going north through Saskatchewan funnels through Prince Albert,” says Goller.

The housing market is strong, with the average family home under $300k, and there are plenty of opportunities in recreation, from the arts to indoor or outdoor sports and beyond.

“We support recreational programs in the city, and there are a lot of them,” says Goller. “Hockey is huge here, and it’s very affordable to put your kids in sports.”

Prince Albert has plenty to offer outdoor enthusiasts, too, with a network of trails for walkers or cross-country skiers, and “great snowmobiling trails,” too, says Goller.

There’s no shortage of employment opportunities in the city, which touts a population of 50,000 and a trading area of 250,000.

“Income is certainly not less here—the sky is really the limit,” says Goller.

P.A. Autobody is the perfect place for the person who loves to learn.

“We really preach staying on top of training and new tooling. We pride ourselves on what equipment we use for repairs, and I truly believe we have the best-trained, best technically certified shops in the city.”

P.A. Autobody requires staff to be indentured or obtain journeyman status. To learn more about opportunities in Prince Albert, contact Shane Goller at 306-764-4967 or scan the adjacent QR code.

Shane Goller, owner of P.A. Autobody and TBS Collision in Prince Albert.

A CYCLE OF SUCCESS

Putting your best foot forward at the bargaining table

Story by MAX REID

If there is one thing that bodyshop managers and the parents of young children have in common, it is the knowledge that every conversation is actually a negotiation.

Parents know all too well that building consistency in these negotiations is an uphill battle—try as you might to establish routines, but kids will still somehow claim to have forgotten how to tie their shoes when you know they did it yesterday.

Someone may do you a favour one day and turn you down the next, and it is important to know how your method of interaction with industry partners, down to the smallest minutia, can affect the success of your negotiations.

Collision Repair recently ran a survey in our e-zine newsletter, asking industry members to report the average success of their negotiations with the various competing interests of the repair market, like insurers, parts suppliers, dealers and towers.

Based on the results, it would seem that the perceived success of our industry peers in negotiations is about as mixed as their

feelings of trust for those they negotiate with.

Many managers in our industry appear fairly confident in their negotiating skills, with more than three quarters of respondents reporting an average success rate of more than 60 percent.

Where things get sticky, however, is in the fact that more than a quarter (27.3 percent) consider many of these conversations to border on extortion, rating the level of good faith present in these negotiations at a one out of five.

This state of flip-of-a-coin successes in the face of what often are perceived to be—at best, one-sided deals, and at worst, blatant insults to the value of skilled labour—is not a healthy way to operate.

Luckily, our industry is ripe with actionable advice on not just how to approach your business dealings with goals and numbers in mind—but how to actually build the trust and good faith that will ultimately see the customers of both parties impressed by the partnership they have working for them.

Kristen Felder, CEO of Collision Hub

and all-around collision industry expert, has spoken at length over the years on the topic of negotiations.

Felder’s method is built largely around the completion of small individual goals that build up over time, avoiding what she considers to be the most common negotiation pitfall stumbled into by managers.

"Don't lose part because you are going for the whole,” she said in a 2020 webinar.

"Know when to plant the flag and end the day. Don't get so caught up in the end game that you forget to claim the progress that you have."

Touching again on the tactics that will build consistency, Felder as well as many other experts on the topic will say that a visible level of humility is crucial to leaving the other party with a positive impression of you once the day’s discussions are over.

She cited the example of ex-U.S. president Jimmy Carter’s 2002 Nobel Peace Prize report on the perception of losses and gains.

In that report, Carter put forth that the overall emotional impact of taking $5 from

someone is often greater than had they been given $10. In short, as Felder said in that webinar, "We feel loss at a much higher rate than we feel gains."

Therefore, it is often beneficial to let your wins appear humble in comparison to the other party; let them feel as though they got the big win for the day and they are far less likely to feel like anyone was taken advantage of.

From there, both parties can even earn some extra points with the customer, making sure to mention that both the repairer and their insurance company have been communicating regularly on their repair and that their interests are being actively discussed.

As has perhaps been made clear at this point, the outcome of business negotiations can often be determined within the first five minutes of an introductory meeting, whether either party even realizes it.

It may seem somewhat backwards, but research has found that simply coming into a meeting with your goals set even just slightly too high could jeopardize the future of that business relationship.

Studies conducted by Harvard University’s Program on Negotiation (PON) have found that the gesture of shooting for the stars is a sure-fire way to rub the other person the wrong way, despite the initial successes you might achieve.

“Abundant research supports the immediate benefits of aiming high in negotiation. But, as we discuss here, challenging goals may negatively affect the relationships that spring from negotiated deals,” according to a report from PON.

The unfortunate truth is that if you shoot high, and especially if you shoot high and succeed, your counterparts will begin to resent your success.

There are simple steps that every collision manager can take to negotiate in a manner that feels reciprocal and honest.

For example, if you are fairly confident the other party will agree to help you meet your goal, don’t try and just speed through the meeting and close the deal—that is a recipe for making the other person feel like they were just robbed, research shows.

“A counterpart’s quick acceptance of an offer can cause a negotiator to regret that she didn’t ask for more," Adam D. Galinsky of Columbia University and his colleagues have found in their research.

“For this reason, even if the other side quickly acquiesces to your high goals, try to prolong the negotiation a bit to improve her overall satisfaction,” according to the PON report.

This is where another aspect of Felder’s method can come into play. She recommends, as do many others with expertise in this field, that managers verbally act out their negotiations in advance.

Sure, maybe it sounds silly to ask your estimator to roleplay with you in your office, but actually putting voice to what you are asking of your fellow business professionals is a highly effective way of weeding out language or tactics that may turn off the other party.

Felder says this creates “an auditory memory of the negotiation” that both helps you plan for every potential response, but also avoid the more subtle negotiation faux pas that even the most well-meaning operator could stumble into.

Additionally, if you foresee a particular negotiation meeting being tense and emotions are likely to flair, Felder wrote in her book, The Art of Persuasion, that “preparation is a great controller of emotions.”

Felder’s book is an invaluable reference guide for collision managers and is currently available for free in PDF form on Collision Hub’s website.

When it all comes down to it, however, there is no one-size-fits-all script for managers to follow that will win them every encounter at the bargaining table.

Negotiation requires a personal touch that only you have with your respective industry partners, and it is ultimately up to shop owners to do their part in approaching these discussions with good faith and the customer at the frontof-mind.

If the other party does not appear to have their properties aligned in this way, don’t be afraid to remind them who we are all working for.

As Felder said in that 2020 webinar on negotiations, “You will always be a weak negotiator if your customer is not your biggest supporter.”

It may seem somewhat backwards, but research has found that simply coming into a meeting with your goals set even just slightly too high could jeopardize the future of that business relationship.

SURVEY

RESULTS:

36.4%

of respondents rate their negotiation success as

4 out of 5

(80% perceived success rate)

40.9%

of respondents rate their negotiation success as

3 out of 5

(60% perceived success rate)

9.1%

of respondents rate their negotiation success as

2 out of 5

(40% perceived success rate)

13.6%

of respondents rate their negotiation success as

1 out of 5

(20% perceived success rate)

22.7%

of respondents rate the good faith of their business negotiations as

4 out of 5

36.4%

of respondents rate the good faith of their business negotiations as

3 out of 5

13.6%

of respondents rate the good faith of their business negotiations as

2 out of 5

27.3%

of respondents rate the good faith of their business negotiations as noted as “Borderline Extortion”

1 out of 5

ALL HAIL

PDR is coming of age

Column by TOM BISSONNETTE

Iremember the first time I saw a technician performing paintless dent repair (PDR), it was back in the mid 1990s and it was totally mesmerizing to watch the dents disappear by pushing them out from the back side. Then the thought struck me: “What is this going to do for the workflow of my bodyshop?”

For a number of years, the relationship was a bit testy between bodyshops that thought the PDR guys were eating their lunch and our insurance company put limits on how much PDR could be done on a panel to protect the bodyshop’s interests. For example, when the PDR costs reached 75 percent of the cost of replacing the panel it automatically switched to a traditional repair.

Fast forward 25+ years—the PDR Industry and the bodyshops have a good working relationship. I believe everyone has come to understand that, if we can repair a panel, it saves costs, cycle time and has less impact on the environment. It is better for the vehicle owner and just makes sense.

I have been working closely with the PDR Industry here in Saskatchewan for the last couple of years and I have learned more about that industry than I knew in the

previous 25 years. In fact, SAAR currently has almost 20 members that PDR companies and we have added their concerns to our SAAR Technical Committee agenda when we meet with SGI.

The interesting thing is that, aside from a couple of additional access removal items, the original PDR agreement has essentially remained the same as it was in the mid 1990s. Working with some key local players, SAAR has been able to increase the max to repair allowance on panels up to 100 percent of the replacement cost—this has been a big roadblock to allowing PDR firms to eliminate panel replacement and painting on numerous hail jobs. With bodyshops as busy as they are, and supply chain issues, the work is not missed and everyone wins, especially the vehicle owner.

On the bodyshop side, we have been working with advanced metal repair companies like Betag Innovation where we have discovered that many panels that were previously replaced can be properly and safely repaired using a combination of PDR techniques including glue pulling and induction heat. By embracing this technology, it has made it easier for bodyshops to look at PDR not only for hail repair but traditional collision repairs as well.

One of the biggest pain points for hail repair has been the process of identifying all the damage by circling every dent, categoriz-

ing them and counting each one to produce a dent count. This is time consuming and nonproductive for PDR techs. In response to this concern, SGI has developed a made in Saskatchewan Matrix that will simplify the appraisal process and be revenue neutral. Naturally, every time somebody’s pay plan gets adjusted there is concern and SAAR will continue to work with SGI to assist this transition.

There are other issues like Access Time allowances, Large Hail Dent repair allowances and just rates in general, remember they have not changed in over 25 years. To accommodate these shifts SGI is looking at developing a similar program to the bodyshop’s Safe and Quality Auto Repair Program (SQARP) for the PDR Industry. Let’s face it, there are gaps in the PDR technician’s skill set that include having access to OEM repair procedures, scanning and calibrating ADAS systems and proper documentation of what repairs were done and how. The goal is to work with PDR firms over the next year and produce a reasonable Preferred Partner Program that lets the insurance company and bodyshops know that they have a trusted vendor doing their work.

Currently this is a work in progress as SGI continues to reach out to the collision shops and the PDR firms as we work together to provide safe and quality repairs for our mutual customers.

Aside from a couple of additional access removal items, our original PDR agreement has essentially remained the same as it was in the mid 1990s.

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.

CARSTAR Signal Cranbrook team

SAY

WH

Let’s debunk some common collision repair arguments

Column by STEFANO LIESSI

Iengage with many technicians and managers in our shops across the country—not to mention, I also troll the odd forum and read the comments. In doing so, I have encountered some of the most outlandish, unsubstantiated, ridiculous remarks by various industry representatives. Some of our front-end staff deserve gold medals for what they deal with daily.

Before I share some of these tidbits with you, let me express something here; it is not an exhaustive list of the baffling claims we hear on a regular basis; I am sure there are more. Whether you are a manager, estimator, insurer, supplier, banner, or independent, let us put all the bureaucratic politics aside and look solely at the basic facts of the banter I shall now present. Names of the accused have been withheld to protect the guilty.

“That’s included.” → Please…before you relay this message, read the ‘P’ Pages. The information contained in them directly reflects what is and is not included in operations.

“It is shop supplies and materials.” → Contrary to popular belief, it is not. It is a car part; the car came with it from the factory and leaves

here with it. The “part tag” does not state “consumable shop supply or material.”  However, if you wish me to break out the duct tape or some mucilage, you might have an argument.

“It’s a cost of doing business.” → Apparently, the general studies of business have eluded you. The cost of doing business is the associated costs that enable a facility to run a business, ergo insurance, licenses, benefits, taxes, and anything not directly related to the repair itself. The repair is the business. Care for a coffee in the lovely, maintained office space we rent to accommodate customers?

“We/you will make it up on the next one” → Unfortunately, we never have, and never will. In fact, you will lose on the next one as well. When a shop loses money on a repair, it is partly due to the fact they are already discounting some component of the service; pair this with being put in a position where you are knowingly taking a loss, (not being paid for material or operation) this starts a vortex of favours. You would have to double your profit on the next job to break even possibly. “Today’s favour is tomorrow’s expectation”; therefore, you will still lose.

I S C R E P A R O N

“It’s not necessary for the repair.” → Sure, I just decide to make stuff up. The repair plan is developed based on procedures, the OEM as an engineer, has the knowledge to advise what is necessary and not necessary for the repair; this is why the information is made available, to support what is necessary.

“Do you expect me to read all of these procedures?’  → Of course, the documents have no merit, and I have nothing better to do with my time.  To be fully honest, I do not care if you read them or don’t. I expect you to understand what these documents contain, and I expect you to understand that they serve a purpose for your file; if anything ever lands in litigation, I have provided all the support needed for this repair.

“OEM Procedures are only recommendations.” → Gold star for the risk taker in the room. Yes, they are procedures recommended to keep my accountability in check as I repair this customer vehicle back to pre-loss OE condition, like the guidelines and processes the manufacturer would have used in the beginning, knowing that one day the possibility of a lawsuit is lingering in the background. I guess 23,000 engineers could be wrong at GM. But hey, let’s roll the dice with that.

“The customer is in a rental.” → Oh, that’s right.  I forgot that the amount of rental coverage that Edna didn’t purchase dictates the cycle time of the repair. I thought the repair time, which is dictated by the severity of repairs, would dictate the length of rental needed. Oh, what a fool believes. Let us get the customer another coffee and a magazine; we may be a while.

“We/they don’t pay for that.” → By this rationale, one can arbitrarily choose what they do or don’t pay for?! Even if it is a required part of the service? If the operation is not performed, then yes, I see the merit of that statement. But I was unaware you could veto something based on the actions of others in the past or your feelings.

“You are the only one asking for this.”  → I am certain I am not. If that really is the case, have I inconvenienced you by doing my job correctly? It doesn’t matter to me what everyone else is asking for; what matters is that I am doing things correctly, as for the others, not my pig, not my farm.

“We don’t pay to measure unless it’s out of spec.”  → Think about this for a moment; let it marinate. The only way to know if the vehicle needs to be measured is to measure it!

Our entire industry relies on communication to provide our customers with good service. Unsubstantiated rhetoric does nobody any favours; the customer, the shop, the vendors, and the payees suffer from this. When staff are faced with these discussions regularly, it becomes very tiresome.

I hope you found a little enlightenment from this article and that it made you smile; however, rationalizing these types of statements is not entertaining but damaging.

In my opinion, and you are entitled to my opinion, it is time we get the job done correctly. Please stop with the schoolyard antics by accepting your responsibilities and accountability, not rationalizing them.

STEFANO LIESSI

As a Red Seal technician, refinisher, and the founder of Canadian Collision Specialist, Stefano enhances his 40 years of experience with 15 years of I-CAR instruction, a post-secondary degree and Skills Alberta training students to bring home 11 medals while as a high school teacher for 6 years. This experience brings you training that encompasses all learning styles. Having experienced the corporate side of the industry through insurance, and management, Stefanos’ focus is, getting it right the first time with proper repairs performed equitably for all involved.

Stefano can be reached at:

sliessi@canadiancollisionspecialist.com or www.canadiancollisionspecialist.com

HSOME OF OUR FRONT-END STAFF DESERVE GOLD MEDALS FOR WHAT THEY DEAL WITH DAILY.

GET OUT OF THE BOX

Unleashing innovative thinking

Column by JAY PERRY

“The problem is …” It’s a great start to a close-minded conversation, yet we hear it so frequently. We all tend to become hyper focused on a singularity about an issue we are dealing with. Let’s face it, businesses exist to solve problems—if there were no problems or if they could be fixed by just anyone, there is no need for a business.

Let’s get used to the idea that today will be full of problem solving. People tend to quickly work through a situation and offer up an opinion as to the solution. These suggestions (or orders) are based upon past experience. There is no creativity is the past because, if it has already been done, it is not innovative. We all want to be able to think outside the box, yet we lock ourselves into believing we have the “innovative answer” to the challenge when we do not.

In the past I have talked about having advisors—which I certainly support. Their perspective can be enlightening to us as some of the challenges they have faced in the past are like what we currently face. That’s advantageous to us but not necessarily innovative. We tend to shutdown out-of-thebox-thinking with rash reasons like “they are too young” or “that would never work” or “this is different” attitudes which prevent us from hearing real innovation.

If we listen to the principle the other is trying to convey, we can often times spark the innovation we crave. I don’t believe they

are going to come up with all the details of a complex solution. What I believe is that they often can offer up inspiration that leads us into out-of-the-box-thinking.

We all know of situations where a fresh set of eyes can help us see something we are overlooking. This is the same principle to incorporate into our listening. Be open to the new thinking and some of that comes from people that have no direct experience with the challenge we are facing but they have some fundamentals that they can base their perspective upon. That perspective is what we can capitalize on when we truly listen at a deeper level—the principal level.

That highlights another way we can get an advantage: have a third party sit in on a conversation and offer their own outside perspective. That is why so many business owners and managerial types participate in groups like 20-Groups, roundtables, performance groups, etc. The perspective you gain by simply being present is invaluable. When we go to a formal setting like that, we usually have already opened our minds.

We must challenge ourselves daily to keep an open mind when in familiar circumstances, such as the workplace, where it is incumbent upon us to solve problems. Treat every situation like you were walking into a 20-group meeting and listen to what others in your organization have to say. That’s another way we can stay the one who’s driving!

TREAT EVERY SITUATION LIKE YOU WERE WALKING INTO A 20-GROUP MEETING AND LISTEN TO WHAT OTHERS IN YOUR ORGANIZATION HAVE TO SAY.

PARTS SHORTAGE PARTICULARS

Parts shortages and labour retention issues are hardly something British Columbia bodyshops need a reminder of, however, as they face increased scrutiny from customers facing long repair waits, some in the industry feel inclined to respond.

An article recently published by Global News attempts to speak to some of the issues that have long been weighing on the collision industry; namely parts availability and technician retention.

The B.C.-oriented piece touches on some familiar points to collision professionals, including the fact that the lots of bodyshops are full to the brim with vehicles stuck in limbo in some stage of the repair process, waiting on one backordered part or another.

Sources close to Collision Repair have expressed that while many of the issues itself were expressed accurately, the root causes given don’t quite line up with how some managers in B.C. see things.

For Wade Bartok, president and CEO of CSN Elite Body Shop in Vancouver, the current conditions can’t simply be summed up as just a supply issue—when technicians across the province are wildly underpaid compared to other trades—it is an clearly an issue of supply and demand.

“We, as an industry, have not invested to increase our capacity, and now there are more parts to fix than there is capacity to fix them and you have to start picking and choosing,” he said over the phone with Collision Repair.

“If you are looking at a tow-in as a moneymaker, administratively they are very expensive and the chance of you even fixing that car is low because it may end up being a total loss anyway. Often, you

basically receive zero compensation and it’s not even worth it.”

This, as Bartok points out, puts strain not just on a bodyshop’s ability to make money, but on the current insurance system’s ability to function in the long-term altogether.

“The big picture for insurance companies is that they’re selling a product they cannot service. If you are selling an insurance policy saying, ‘If you get in an accident, we will indemnify your loss and fix your car,’ but there will be no capacity to fix them…I think that would be a shame for the consumers.”

“The insurance companies all seem to want the lowest price and they are motivated by bonuses and all sorts of programs meant to keep costs down, and I can understand that—I would too. So by keeping that cost down, we as business owners have limited money to reinvest in skills and equipment.”

At this point, many shops have entered what Bartok calls “cockroach mode”—a state of no growth, just survival.

“Cockroach mode” combined with a what he has seen as an average seven year-long path from first-year apprentice to fullyproductive body technician, Bartok says it’s “super painful” to hear of qualified technicians fleeing the collision repair sector for more profitable trades, but ultimately understands the decision.

“Personally, I feel like we’re here to develop people and give them a great life, and if that is something they want to do then I understand. If we could compete and raise our prices when demand goes up, then we would have a better chance of keeping our people.”

A trio of Saskatoon-based business leaders were featured on the cover of a local business mag, and our readers might recognize them.

Chelsea Stebner, managing partner of Parr Autobody; Kim Kos, general manager of Kavia Auto Body; and Brittany Huber, collision centre manager at Dodge City Auto were recently featured on the spring 2023 cover of Saskatoon business magazine Business Voice. Each tells the story of how they joined the business and what they practice in their leadership roles today.

Those that know Chelsea Stebner know she’s highly committed to a peoplefocused culture at Parr. In her article, she explains how her team makes sure everyone feels valued, from peers to customers that step through their doors.

“When we hire people, we of course look at their knowledge and experience, and we pay attention to their personality. Do they have traits that demonstrate their respect for people and their desire to help and constantly improve?” she explains in the article.

Kim Kos was welcomed into the industry with open arms when she approached Raj Kavia for a job in 2006. She makes sure to pass on the same kindness to welcome everyone into the industry.

“The collision repair industry is creating jobs and women definitely belong here. There are jobs we didn’t envision years ago— who knew that one day we’d need IT people to repair vehicles?!” says Kim.

Brittany Huber may be new as bodyshop manager at Dodge City, having taken the helm on Jan. 1 of this year, but she brings a wealth of experience to the role. She’s worked for an auto parts supplier, in safety wholesaling, facility maintenance and more. In Business Voice, she explains that Dodge City, an AutoCanada-affiliated facility, offers vast opportunities to learn, whether it be from training or a network of seasoned experts.

“Young people are often focused on growing their career—we offer them the opportunity to do that.”

HANDS-ON LEARNING

Skills Canada Alberta is spreading the word about its free field trip offer to schools across the province. The organization is inviting educators to bring their classes to its provincial Skills competition in Edmonton on May 3 and 4, where competitors will go head-to-head against other youth in their trade-of-focus for a coveted bronze, silver or gold medal. Further, the skilled trades advocacy organization is also inviting classes to its ‘Skills City’, an interactive village showcasing a variety of opportunities in Alberta’s trades and ‘Try-a-Trade’ events that allow students to “test-drive careers” via unique, hands-on kits.

Skills Canada Alberta also says bus subsidies are available.

BUILDING BRIDGES

Ferd Klassen, vice president of the ATA and owner of Niverville Auto Body, alongside ATA president Norm Bruneau and executive director Denis Cloutier, recently returned from meetings with Progressive Conservative and New Democrat Legislative Assembly members where the current state of the province’s collision repair industry was discussed.

More meet-and-greet than any form of lobbying, Klassen told Collision Repair that his organization is aiming to help “put names to the faces” of Manitoba’s collision repair industry, and ideally, make actual industry professionals the first point of contact for government relations.

“Basically, it became apparent that we were not doing a very good job of communicating with our government officials in Manitoba, as an association,” Klassen said over the phone.

“We figured we needed to get to them and create awareness of where our industry is at in Manitoba. We presented [both parties] with some handouts that we prepared for them, just to show them some of the things that we’re currently working on.”

On the agenda were discussions of the right-to-repair movement, labour retention and technician training, as well as “inflationary issues tied to rising operational costs, technology changes and the investments required to repair today’s vehicles,” according to Klassen.

On the part of the politicians, the ATA’s most recent included the leader of the Official Opposition in Wab Kinew, as well as NDP MLA Matt Wiebe, who readers may remember from his criticism of the PC government’s handling of the MPI Project Nova online transition this past week.

Klassen and Bruneau also met with Wiebe’s Conservative counterpart and minister responsible for MPI, Kelvin Goertzen, for a similar meeting back in December.

“I think as far as I’m concerned, I believe they all had a very good, high-level understanding of the terms that we were using,” Klassen said of both meetings.

“If there’s ever a point in time where we can become the experts that they can lean on for advice, or if they have questions about the repair industry, we want them to know that we’re just a phone call or an email away and we can be involved in the conversation.”

Even if you are a small shop that doesn’t involve itself too much with the high-level machinations of the industry, Klassen encourages all managers and owners across the country to put in some face time with their local representatives.

“Should there ever be a time where you need them, the door is already open and they can put a face to your name—it’s just much easier to have a conversation.”

The Sentinel™ allows one technician to remove and replace all type of glass on a wide variety of vehicles including large busses and RV’s.

Powered with AirForce™ Technology, the Sentinel™ vacuum cups provide a constant hold to allow movement in a variety of angles to get the right position in lifting or setting glass.

Ferd Klassen, Denis Cloutier and Norm Bruneau of the ATA with Provincial MLA for Concordia, Matt Wiebe.

LESS IS MORE.

®

At CSN, we charge a flat monthly fee, not a percentage of your sales. That way, you can keep more of your hard-earned money to grow your business.

csncollision.com Insist on CSN

HELP WANTED

Skilled Trades Ontario is inviting subject matter experts to develop standards and examinations, along with the support of the Standards Industry Advisory Committees to review exam content, skills competencies and learning outcomes. Selected participants will go on to contribute their expertise through inperson or online workshops and online surveys.

Skilled Trades Ontario is seeking experts working in their sector who have up-to-date, technical knowledge or experience in their trade, scheduling flexibility, the ability to support program development specialists and good communication skills.

Skilled Trades Ontario says it plans to review standards for a wide range of Red Seal and Ontario trades including, but not limited to, Automotive Service Technician, Brick Layer, Sprinkler and Fire Protection Installer and Welder.

HUTTEN HOSPITALITY

Forty years is a major milestone for any business, and what better way is there to celebrate that achievement than a day of food, fun and cool cars at CSN Hutten’s upcoming charity car show in Fergus.

With all proceeds going to the Make a Wish Foundation, the folks over at CSN Hutten are hoping to draw a crowd for its car show and open house event, currently set for mid-June. As they take in the sights of some of their community’s flashiest rides, guests can enjoy specialty coffee from the Java Bean truck, as well as deluxe hot dogs served by Evelyn in Elora. To make the day a true family affair, the shop will have a pit stop challenge game and “Cars” themed bouncy castle to keep the kids entertained all day.

CSN Hutten’s partners at AkzoNobel will be on-site to support the day’s activities, however, additional sponsorship opportunities are still available on the event website at the cost of $500.

The team at CSN Hutten is hoping to hit a donation goal of $7,500 leading up to the event, which is on the calendar for June 17, from 11 a.m to 2 p.m. EST.

Entry into the car show costs $25 per vehicle, while donations directly to the Make a Wish foundation are offered at $25, $50 and $100 tiers, denoting Make a Wish “Supporter”, “Champion” and “Hero” status, respectively. Donations of any amount will still be accepted, however.

“Ontario is internationally recognized for providing top-tier training and certification standards, following best practices and relying on expert advice,” said Melissa Young, CEO of Skilled Trades Ontario.

ELECTRIC QUEBEC

Quebec is committing more than $7 million to a heavy-duty electric vehicle maintenance program, according to an announcement from the Ministry of Employment and Social Solidarity (MESS).

The 196-hour program aims to provide a recognized certification in electric and hybrid vehicle maintenance and repair. According to a press release, a total of 240 heavy-duty electric and hybrid vehicle mechanics and repairers—in addition to 20 master trainers—will be trained to acquire future skills to “play a role in Quebec’s transition to a green economy.”

The announcement was made during Minister Kateri Champagne Jourdain’s tour of Quebec, where he is addressing employment challenges across the country. Champagne Jourdain is responsible for for the Centre-du-Québec region and MNA for Johnson.

EARNED RETURN

Are you a Nova Scotian under 30 who has paid your taxes this year and are working in the trades as an apprentice or a certified journeyperson? If so, you’re in luck as the province is returning up to $50,000 of income tax to people in this specific group.

According to a government press release, the More Opportunity for Skilled Trades and Occupations (MOST) Tax Refund aims to attract and retain youth to work in Nova Scotia in industries experiencing labour shortages, with refunds available for the first $50,000 of income tax paid by workers who meet the aforementioned requirements.

Auto body and collision technicians, automotive glass technicians, automotive refinish technicians, automotive service technicians and AST-service centre technicians are eligible, among others.

Additionally, prospective applicants for the MOST tax refund must have filed their 2022 income tax return with form NS428 and received a 2022 notice of assessment.

SIMPLICITY MIRAMICHI

Eastern New Brunswick is set to receive a welcome splash of orange, as Simplicity Car Care announced the opening of a new facility in Miramichi on Mar. 7.

Helmed by the father-son partnership of Danny and franchise owner Justin Harding, Simplicity Car Care Miramichi’s management boasts more than 30 years of experience in the collision repair industry and carries with it a particular pride in quality and promptness, according to the banner’s press release.

The Hardings are well-established in the Miramichi community and, according to Simplicity, are eager to lend their support to the area’s many festivals and local hockey teams.

There will be $7,091,644 earmarked for the initiative, according to the provincial government’s release.

Multi-functional. Simple. No compromises.

SATA Special Edition 2021

SATA RPS Multi-Purpose Cup –The cup system for mixing and painting

The SATA RPS (Rapid Preparation System) multi-purpose cup system performs four functions: mixing, painting, refilling, storing. The handling of SATA RPS is so easy because it consists of only three parts: cup, lid and sieve.

SATA RPS fits directly onto your SATA spray gun with QCC connector (Quick Cup Connector) without any adapters. It makes a technician's life much easier, considerably increases productivity and drastically reduces the consumption of cleaning solutions and solvents.

Bendable – allows the painting of sill areas or wheel arches "overhead" Stable – due to the screw connection between cup and lid, the cup always remains on the lid and gun even when touching obstacles. Easy removal of the lid in case of emergency – without soiling the working area.

Clean removal of the cup – by pressing the cup in, vacuum is created, which empties the material passage when pulling the trigger. Constant material flow – helps the painter to achieve perfect coating results just like child's play.

Very quick colour change – cleaning becomes a minor matter

Available in 3 cup sizes: 0.3 l, 0.6 l and 0.9 l

Also available as UV version: 0.6 l

www.sata.com/sata-rps-multi-purpose-cup

PRODUCT SPOTLIGHT

BUYER’S GUIDE AVAILABLE IN PRINT AND DIGITAL

Showcase your products online in the Buyer’s Guide Product Directory or in the next issue of the 2024 Collision Repair Buyer’s Guide. Reach out to your sales rep to book your space today.

For more information visit buyersguide.collisionrepairmag.com

www.LKQCanada.ca/en/

www.akzonobel.com

The Guniwheel Universal Tire and Wheel Mounting System from LKQ Canada, described as working like a spare tire, is the first universal, vehicle and trailer mounting system. The Guniwheel weighs just 30 pounds and is able to fit into most four and five hole lug patterns—easily transported and used anywhere. With safety at the top of mind, the Guniwheel was designed to make moving vehicles off of lifts faster and safer. According to LKQ, the tire replacement can hold loads of up to 1290 pounds and can be safely driven up to 8km/h.

The Guniwheel Universal Tire and Wheel Mounting System from LKQ Canada, described as working like a spare tire, is the first universal, vehicle and trailer mounting system. The Guniwheel weighs just 30 pounds and is able to fit into most four and five hole lug patterns—easily transported and used anywhere. With safety at the top of mind, the Guniwheel was designed to make moving vehicles off of lifts faster and safer. According to LKQ, the tire replacement can hold loads of up to 1290 pounds and can be safely driven up to 8km/h.

Sikkens Autowave is a waterborne basecoat for solid, pearl or metallic colors, setting the standard in waterborne basecoat performance with advanced binder and pigment technology. It provides excellent coverage, metallic control and sprayability when duplicating OEM solid, metallic and pearl effect colors – with remarkable ease of use, first-time-right reliability and reduced process time.

For more information on Sikkens products visit https://www.sikkensvr.com/

Sikkens Autowave

Guniwheel LKQ CANADA

Guniwheel

www.novusglass.com

3M.ca/CollisionSprayGun

Join the millions of customers who are winning the war against fading, scratching, and dulling of plastics before their time. With 50 years of experience and innovation, our Plastic Polish is as easy as 1, 2, 3! From microwave doors to your car and everything in between, our plastic polish will have your surfaces looking like new!

For more information about this product call (450) 433-1414 or email communications@novusglass.com

www.camautopro.com

With material costs on the rise, it’s more important now than ever to have a spray gun that gives you all the performance you expect and helps you save. The 3M™Performance Spray Gun can help do just that. With the 3M™Performance Spray Gun, you can mix less paint while still getting the coverage you expect. It’s paint efficiency at its finest.Time to start spraying the smart way.

Visit 3M.ca/CollisionSprayGun to learn more.

www.spraymax.com

CAMAUTO Premium Elite Cart is a heavy duty, mobile cart that helps you carry all your PDR and GPR tools. Equipped with a drawer, and with a steel tab organizer top for better tools and tabs organization, and with two foldable trays, that can be used as a side table, and that can be bent for a better storage space.

Visit this link to see what is included in the cart, https://camautopro.com/ en/products/camauto-pro/mobile-carts/41/premium-elite-loaded-cart/

SprayMax 1K 3 in1 Primer Shade is designed for easy and convenient priming and filling of different surfaces. It offers excellent adhesion and sanding properties as well as high filling characteristics. Can be sprayed direct to metal, aluminum, steel and various plastics. Can be topcoated with both solvent and waterborne basecoats as well as single stage topcoats. Available in three shades: White 3680403, Gray 3680404, and Black 3680405.

For more information contact: order@Kwasny.us | 844.426.6330

SprayMax 1K 3in1 Primer Shade

3M™ Performance Spray Gun

CAMAUTO Premium Elite Cart

Novus Plastic Polish

Maintaining healthy partnerships is the ballet of bodywork

By ALLISON ROGERS

The overarching theme of this issue is relations; I’ll kick off my column with a cliche: if you’ve ever had any sort of relationship with another human being, you’ll know any relationship is a dance. The bonds in the collision repair space, however, present a complex tango of paperwork, estimates and some pretty heated discussions.

At the end of the day, all corners of the industry work toward the same goal—a grand culmination of a recital or repair, rather—but there are plenty of factors that can turn a Swan Lake situation into a TikTok dance trend. On one hand, we have the insurers, tasked with safeguarding wallets and making moves to keep repair costs reasonable. On the other hand, we have our repair pros, the unsung heroes who work tirelessly

among other requirements. In 2022, SGI was the only insurer in our survey to score As across the board, for a final overall grade of A. The Co-Operators were the only other insurer to score an A-grade (sidenote: the Co-Operators have been in the number-one survey spot since we started the Insurer Report Card in 2019).

SGI and SAAR each take steps to understand the other side. The insurer hosts regular town hall meetings, handing the mic to collision repairers across the province to hear their headaches and suggestions for improvements. Things can get heated, each side passionate about their goal, but at the end of the day, each conversation opens a new door. Industry parties have two choices: walk through the door and move toward a solution with an open mind, taking

to get our beloved vehicles back on the road. It’s in each side’s nature to protect its interests.

The most recent Collision Repair Open Dialogue webinar session featured Jessica Hill-Flaman and Ryan Smith of Saskatchewan Government Insurance, who sat down alongside Tom Bissonette, the head of Saskatchewan’s association of body repairers, to discuss one of the industry’s hottest topics—insurer relations. During the broadcast, Tom admitted that, when he took over as the director of the Saskatchewan Association of Automotive Repairers, some individuals were concerned about the future of the association’s relations with SGI. Known to the industry as someone willing to speak his mind, Tom said some feared he’d come into the role a little too strongly. Those worries have long been dismissed, however, and SGI tied for the position of top-performing insurer in our 2022 Insurer Report Card.

Our annual survey is distributed to collision repair facilities across Canada, who submit grades in the areas of dispute management, bodyshop relations and payment timeliness for each insurer operating in Canada. In 2020, SGI received a C- grade. The crown insurer received a B+ in 2021, following the implementation of the Safe and Quality Auto Repair Project (SQARP), which required all bodyshops to obtain I-CAR Gold Class or equivalent certification,

considerations from the previous conversations and perspectives from the other side, or simply slam it shut. Saskatchewan’s industry chose the first one.

When both sides approach the negotiation table with respect and an earnest understanding of each other’s motives, magical things can happen. The insurers may discover that the repair pros aren’t out to make a “quick buck”—they are genuinely concerned about restoring our vehicles to their former condition. Likewise, the repair pros may come to appreciate the insurers’ efforts to keep premiums affordable.

In this complex relationship, communication is key. Insurers and repair pros need to have an open dialogue, like a driver talking to their car mechanic about that strange noise in the engine. By fostering transparency and understanding, both parties can work toward common ground. In the end, we’re all part of this automotive ecosystem.

At the end of the day, each conversation opens a new door. There are two choices: walk through and move toward a solution with an open mind, or simply slam it shut.

Allison Rogers is the editor of Collision Repair magazine. She can be reached at allison@mediamatters.ca.