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!

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.