Collision Repair 22#4

had an idea and he stuck to it. Now, Cam

around the globe. Read his story in

WHEELS OF FORTUNE

There’s a lot of collaboration in the collision industry’s future

By DARRYL SIMMONS

One of the best things about my job is getting out to events and meeting the incredible people of our industry. Two recent events that I really enjoyed were IBIS and the Driven Brands convention.

IBIS is a global summit where we talk about the latest trends and challenges in collision repair. It was in Milan, Italy, this year. You can see the photos on page 28 to get an idea.

The Driven Brands convention was a celebration of the company’s network and its achievements and innovations. It was in Montreal this year, and it had a full line up of speakers, workshops, awards, and entertainment. See our coverage on page 36.

That’s why we need to attract and keep technicians who are able to work on the technologies of today, and those of the future. And, for you, that means investments in training and equipment; they are costly, but I promise you, they are necessary.

Another topic we’ve discussed en masse is the profitability of the collision repair industry. It’s been interesting to hear from different perspectives, like insurers, parts makers, paint companies and shops. Each one has its own challenges and opportunities, but they all depend on each other.

It was surprising to hear that insurance companies are losing money, at least on paper. They say that they are paying more for claims than they are

PUBLISHER

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Both events proved extremely valuable for attendees.

The main topics discussed at each conference were similar: rapid changes in technology combined with the challenges created by the shortage of technicians. This is a problem everywhere, not just in Canada. There are many reasons for this, but some of them are the image of the industry, the complexity of cars, and the competition from other sectors.

Cars are not getting more advanced and sophisticated—they already are far more complicated than the models of two years ago. As are the skills and knowledge needed to fix them.

Did you know that industry experts expect electronics to comprise more than 50 percent of the cost of a car in two years? That’s crazy, especially when parts are hard to get and expensive because of supply chain issues.

Some countries are dabbling in what they call the “throwaway car.” These are small, cheap and easy-to-build cars made for urban and short-term use. They are not meant to be repaired; they are made to be replaced. Sure, it sounds weird to you and I, but it illustrates how the global consumer is changing their views on car ownership and mobility.

We still love our cars up here in the Great White North. We want to keep them safe and reliable. We don’t want to replace them every two years, or every time someone bumps into us in a parking lot.

getting from premiums, because of things like rising costs, fraud and frequency. They, like collision centres, are looking for ways to save money and be more efficient.

However, it’s also been encouraging to see that shops are getting more recognition and support from other stakeholders. The industry sees that collision centres are not just a cog in the wheel, but the most important cog in the wheel. They are the ones who fix the cars properly and safely, and who talk to the customers directly.

Finally, and perhaps the best to see, was the fact the new organizations and initiatives are working hard to give you, the collision centres, a seat and the table and a voice on the mic. They are fighting for fair compensation, quality standards and customer satisfaction. At the same time, they promote industry-wide collaboration and innovation among all shops and their partners.

The industry is working; all parts of it, but these groups in particular. If all parties lend an ear and continue on the path we’ve been blazing this summer, we’re in for a good road ahead. A challenging road, but there are plenty of rewards to reap along the way. Join the parade.

CONTRIBUTORS

Venessa di Vito, Stefano Liessi, Meghan McEwen, 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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The industry sees that collision centres are not just a cog in the wheel, but the most important cog in the wheel.

PEOPLE ON THE MOVE

DAVID GILES, POWEREDEV TRAINING AND CONSULTING

David Giles, co-founder of All EV Canada and longtime EV educator, has formed a new business venture: PoweredEV Training and Consulting. Giles has more than 30 years of experience in collision repair, is Red Seal AST certified and has worked on hybrid/electric vehicles for more than 15 years. He will serve as president of PoweredEV Training and Consulting. Giles told Collision Repair that Powered EV Consulting will consult the industry on “anything to do with EVs.”

JOHN SCETTA, CARSTAR WELLAND

After 12 years as general manager of Performance Collision St. Catherine’s, John Scetta has moved on to a new role as managing partner of CARSTAR Welland. Upon departing his longtime role as GM at Performance, Scetta said it was an “unbelievable” 12 years and that he “look[s] forward to the success of the team under new leadership.”

ALEX STAPLETON, SPANESI AMERICAS

Spanesi Americas announced that Alex Stapleton has been brought on as a new customer business development adviser for the company. Stapleton boasts more than a decade of collision repair experience, including eight years at the helm of his own shop, in addition to a lead sales role at a parts supply company, making him an ideal liaison to Spanesi’s collision repair customers. “I am thrilled to embark on this journey with the Spanesi family and look forward to working alongside Spanesi shops!” said Stapleton.

FIX NETWORK CANADA IS GROWING

Evolving to meet aftermarket car care needs of today and tomorrow

FIX Network Canada is continually growing – the number of shops, our team and, of course, our expertise. With more than 500 shops in Canada dedicated to providing collision, mechanical and glass repair coast-tocoast, we are also proud of our global network expansion in Europe, Mexico, Saudi Arabia, Australia, and the US markets.

Similar to many industries, 2023 is shaping up to be a year still defined by recovery as supply chain restrictions relieve themselves and other post-pandemic stabilization continues. Amidst ongoing change, FIX Network Canada’s collision aftermarket care service is well positioned to embrace the advantages of keeping pace with the changing re-

quirements from our industry partners including insurance providers, OEMs, and of course, customers.

For our FIX Auto and ProColor Collision repair centres, there are two key evolving realities that intersect which we are undergoing detailed business readiness planning—electrification of the fleet and human capital requirements. The new tech requires technicians trained in the newest processes.

“We work hard to support our network (strategic partners?) partners in their day-to-day operations;’ Sylvain Seguin, president FIX Network Canada, said. “We provide a total value chain that supports our franchisees’ responsiveness to customer demands but also helps us plan a roadmap to address emerging

trends that require responsive and long-term business planning.”

POWERING OUR FRANCHISE NETWORK

Human resources and changing technology were top of mind during our 2023 Evolution regional meetings held in Mt. Tremblant; Quebec City; Halifax, NS; Mississauga, ON; and Calgary, AB. Attended by nearly 450 of our franchisees, suppliers, vendors, and other strategic partners, these meetings provided business updates, networking opportunities and insights about key trends affecting our industry.

Addressing the labour crunch is not unique to our industry and is ready present. Across our business, we focus

heavily on the employee experience and that is especially true at the frontline. The technicians of today will hopefully be our shop owners and FIX Network leaders of tomorrow, helping to move the business forward in meeting market trends and demands. We are focused on the total employee experience, from recruitment, training and retention.

The power of our network impacts local economic and employment opportunities. Equally is our Network’s impact on the communities where we work and live. Our strategic partners came together in a big way to support one of our national charitable partners, the Ronald McDonald House Charities (RMHC), blowing past our fundraising goal. We are proud and humbled to have raised more than $125,000 at our Evolution tour stops as well as through in-shop promotions—all to support the amazing work of RHMC which is integral to families in their greatest time of need.

“It is incredible that our Network franchisees show up in this way all year long for many different charitable organizations,” Sylvain said. “We are a global network with huge local impact

and a passion for supporting our communities and neighbours.”

In the current automotive aftermarket, being part of the FIX Network is a competitive advantage. The value chain we provide includes sales, operations and marketing expertise and supports our owners so they can focus on the day-to-day shop operations and invest their time in delivering the best customer experience. Through events like annual meetings where we share

insights to emerging trends affecting their business—like servicing electric vehicles, attracting and retaining top talent and building teams that support their business continuity—we strive to drive long-term value at the shop level and across our industry.

To find out more about the ways in which we support our franchise owners or for information on joining our collision care network in Canada, please visit Fixnetwork.com

SEE YOU AT SEMA

Registration for the 2023 SEMA Show is officially open. This year’s annual trade event and industry week will take place from October 31, 2023 through November 3, 2023 at the Las Vegas Convention Center. Those interested in attending can register online at semashow.com/register.

MAKING SPACE

With all Ontarian eyes fixated on huge investments into the province’s auto sector as of late, the Ford government announced that a round of funding totalling more than $4.7 million is on the way to create the jobs to match industry growth. The announcement was made in London, Ontario, alongside representatives from the Automotive Parts Manufacturers Association (APMA) and the Automotive Industries Association of Canada (AIA), where two large-scale training projects were outlined. The project headed up by AIA Canada aims to equip 160 individuals with the skills to transition their careers into the electric vehicle (EV) sector, in the aim of bolstering recent investments into such technologies in Ontario. The government confirmed that Conestoga College (Guelph Campus), Fanshawe College (London Campus) and St. Lawrence College (Cornwall Campus) will be partnering to offer the courses. More information can be found here.

“Getting our workers the skills they need and more people into the automotive trades is essential,” said AIA Canada president Jean-François Champagne. “Automotive tradespeople provide Ontarians with essential vehicle repair and maintenance services that keep Ontario’s more than nine million vehicles in road-safe condition. AIA Canada looks forward to continued collaboration with the Ontario government and our post-secondary partners to ensure the industry is ready to service the vehicles of both today and tomorrow.”

PAINTING WITH PATIENCE

Enterprise’s Q1 Length of Rental report is out and comes bearing the news that the average first quarter rental length is up by three full days from last year, as parts and labour shortages persist throughout the industry. The report notes that while this spike in national average LOR from Q1 2022 to Q1 2023 is significant, it is still smaller than the 4.3-day increase experienced from Q1 to Q4 of the 2021 fiscal year. On a provincial level, Prince Edward Island recorded both the highest LOR, at 20.5 days, and the most significant change, with the province seeing an average 9.2-day increase from Q1 2022 to Q1 2023. Quebec followed PEI with the second most drastic change to LOR, experiencing an increase of four days over the past year and recording the fourth highest LOR, 18.8 days, of the seven provinces accounted for by the report. Ontario, while only seeing a comparatively small increase of 2.8 days, currently has the second-highest LOR nationally, coming in at an average of 19.7 days.

LEADING THE WAY

Director of claims performance at Mitchell International, Ryan Mandell, shared some of his insights within the report, saying “the refinish process is increasingly lengthening in Canada with the average number of refinish hours increasing from 8.53 to 8.55, and average number of blend lines increasing from 0.57 to 0.6.” “While these numbers may seem minute at best, we can expect these numbers to continue to increase as supplements develop over the course of the next several months.”

A new bill tabled in Québec aims to amend the Consumer Protection Act to protect consumers from planned obsolescence and promote the durability, repairability and maintenance for goods in the province. If passed, Québec would be the first Canadian province—and one of few regions in North America—to protect the consumer’s right to choose where their vehicle is repaired. In response to the tabling of Bill 29, AIA Canada president J.F. Champagne said, “Québec will be a winner on all fronts: in addition to effectively fighting planned obsolescence and encouraging the repair of the automotive properly, it will ensure a plurality of services and freedom of choice for Québec consumers as well as the promotion of healthy competition and competitive prices in the auto repair market.

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CROSSED WIRES

According to Plante Moran’s OEM-Supplier Working Relations Index (WRI) Study, there is “rising tension” between OEMs and suppliers, largely due to increased risk to short-term cost recovery issues, production scheduling and supply chain disruptions as the industry transitions to electric vehicles. “These are compounded by long-term strategic issues suppliers have, related to adequate insight into automakers’ EV strategy and timing so they can effectively plan for the transition in terms of adequate capital, acquisitions and staffing investment. New market conditions, such as supply chain disruptions and new technologies that change product plans and manufacturing strategies, require short- and long-term forecasts and production schedules to be more accurate and to be communicated more timely with suppliers,” reads the survey, which polls 715 salespeople from 459 Tier 1 suppliers and tracks supplier sentiment on six of the largest OEMs in North America.

FORD’S FIGURES

Ford of Canada no longer reports sales figures by quarter, and the OEM asserts it no longer reports sales by “regional market”—yet it reported regional U.S. sales numbers for Q1 2023. The OEM made the announcement by quietly writing on its website that it will “report global results with a focus on three new business segments rather than by geographic reasons.” Regardless, Ford reported its Q1 U.S. sales numbers in early April. Some industry experts are worried other OEMs may do the same, similar to the mass switch from monthly to quarterly reports in 2019. When asked if the OEM would provide quarterly sales numbers to media, Ford said they “could ask, but we won’t provide those [figures] to any media.”

ELECTRIC READY

Certified Collision Care has been selected by VinFast to administer and manage the Vietnamese automaker’s Certified Collision Repair Program in Canada, the OEM’s next step in establishing service infrastructure for its Canadian customers. Certified Collision Care is a division of OEConnection (OEC), Canada’s largest network of OEM Certified repair providers and administers the Canadian OEM Collision Certification programs for several international automakers. Under the partnership, Certified Collision Care will identify and certify repair centres in their network, once VinFast Certified Collision Repair Program standards have been met.

VinFast’s first Canadian shipment arrives in a Nanaimo, B.C. port. The first shipment has since been recalled for potential failures in the vehicles’ central display systems.

GRAND FINALE

The Fix Network team wrapped up its regional conference meeting series in mid-June with a grand event for its maritime partners in Halifax, Nova Scotia. Starting in May, the network hosted its regional partners for a series of cross-Canada meetings. Quebec franchisees kicked off the event series in Mont Tremblant, followed by Albertan partners in Calgary. Fix Network then held its annual charity golf tournament in partnership with Ronald McDonald House Charities in June, in conjunction with its trade show and meeting for Ontario franchisees. “We concluded our Canadian regional conference tour, finishing up in beautiful Halifax to support our Atlantic region,” wrote Zakari Krieger, vice president for Prime Car Care at Fix Network, upon his departure from the Maritimes. “It’s been an incredible few months through this coast-to-coast tour, being part of our networks’ unwavering commitment to the evolution, growth and success of the automotive aftermarket.”

Collision Repair magazine was lucky enough to attend a few of Fix’s regional meetings; check out our spread from the golf tournament in this very magazine!

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PRICING PARADIGM

The Boyd Group reported increases in its Q1 sales, driven by “higher repair costs due to increasing vehicle complexity…increased scanning and calibration services and general market inflation,” said the company. CEO Tim O’Day told investors during the earnings call that most of the company’s scanning and calibrations are completed by third-party sublets, though Boyd Group benefits from the revenue the services bring in. “Much of the calibration work today is done via mobile, although we are equipping stores with…equipment, with targeting systems and mobile technicians can travel to our stores. We will move work around on a huband-spoke basis to provide some of that work. But I think we’re going to continue to see a growth in revenue around scanning and calibration and we’re going to internalize more of it,” O’Day told shareholders. Total sales for Q1 2023 were US$714.9 million, a 28.4 percent increase compared to US$556.8 million in Q1 2022.

Boyd Group CEO, Tim O’Day. The network also noted that adjusted EBITDA for the period was constrained by technician capacity, due to the tight labour market. “Market conditions, including wage pressure and a tight labour market, are impacting the results that can be achieved in the near-term,” it wrote.

SIMPLY SUPPORTIVE

The Canadian Franchise Association (CFA) bestowed Simplicity Car Care its Franchisees’ Choice Designation at its recent awards gala, recognizing the quality of service the collision repair banner offers to its franchisees. This achievement comes as a result of a survey that asked Simplicity franchisees to assess their company’s leadership, business planning and marketing, franchisee information and selection, and the franchisor-franchisee relationship, according to Simplicity’s press release.

Simplicity vice president Domenic Prochilo wrote that, as part of the company’s “franchisee first philosophy”, “Franchisee support continues to receive significant investment as we experiment with data-based learning models to customize development for each strategic franchise partner.”

A PROUD FIRST

Big things are happening south of Thunder Bay, as multi-generational shop owner and former Collision Repair cover star Roy Pelletier revealed that his facility will soon become the fifth Intact Rely Service Centre in Ontario—and the very first on First Nations territory. While preparations for the rebrand and eventual relaunch of his business are underway, Pelletier says that a certain amount of goodwill was formed with Intact just from a simple visit to his home. “We had the head of the Rely network and the v-p of supply chain come to visit, spend some time on the First Nation and look over our operations,” he told Collision Repair over the phone. “It was a big step for somebody from the high-level management of an insurance company to come out and visit us for the first time in the 50 years we have been here.”

AVIVA ON BOARD

Aviva Insurance has officially thrown its hat in the ring, announcing the opening of its first Aviva AutoCare Centre in North York. Aviva says that it has its preferred vendors on board to equip this new chain of repair facilities, with the aim of providing the fastest, most convenient repair solution to its customers, according to the press release. This first location in North York is just the first in what Aviva is hoping will be a nationwide network, with plans to open more Toronto-area shops, in addition to Alberta, by the end of the year. The company goes further to say that these new facilities “have been refurbished with the environment in mind, with the use of more sustainable materials including energy efficient lighting, eco-friendly window coverings and native plant gardens,” according to the press release.

“This is a huge opportunity for us—I think probably the biggest opportunity to come our way in our three generations. To partner with a company with the pedigree of Intact is certainly going to create huge opportunities for us going forward,” said Pelletier.

This inaugural Aviva AutoCare Centre is located at 170 Toryork Drive in Toronto.

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DEFECTS-B-GONE

A Toronto-based startup says it’s using tech innovations to detect slight changes in the automotive spraying process to avoid defects and reworks caused by changing colours or poor surface finishes. Mazlite’s cloud-based sensors measure assembly line spray patterns every few minutes to ensure thickness levels are correct. The device can also detect dirty nozzles or defects in materials, in addition to any human or robot errors. The sensors continuously monitor paint materials to avoid any defects in altered colours or poor finishes in real time. Mazlite’s website says the browser-backed interface can work on any type of computer, tablet or phone.

AEB FOR ALL

The U.S. National Highway Traffic Safety Administration (NHTSA) put forth a proposal to its federal government that calls for automatic emergency braking and pedestrian AEB systems to be made mandatory on all passenger cars and light trucks. The administration estimates that a ruling in its favour would save at least 360 lives a year and reduce injuries by at least 24,000 annually. “We’ve seen the benefits of the AEB system in some passenger vehicles already even at lower speeds, and we want to expand the use of the technology to save even more lives,” said NHTSA chief counsel Ann Carlson. “That’s why our proposed rule would require all cars to be able to stop and avoid contact with a vehicle in front of them up to 62 miles per hour. And the proposal would require pedestrian AEB, including requiring that AEB recognize and avoid pedestrians at night. This proposed rule is a major safety advancement.” If adopted as proposed, nearly all U.S. light vehicles (gross vehicle weight rating of 10,000 pounds or less) will be required to have AEB technology three years after the publication of a final rule.

BUILT DIFFERENT

PLASTIC PERFECTION

Polyvance is reminding the repairers out there that “hotter is not always better” when it comes to plastic welding, as shown in a recent demonstration video from the company. The video explains that even with the proper nitrogen welder and the right plastic weld rods, too high of a temperature could weaken the material and compromise the integrity of the entire weld. It was shown how two PVC welds, identical in every way but temperature, reacted to heat from a nitrogen welder. The PVC welded at the higher temperature ended up scorched and resulted in a weaker overall weld, while the weld done at the recommended temperature stood up well to post-weld testing.

Tesla CEO Elon Musk says the OEM is “working hard to get [the] Cybertruck into production,” and that the model was a “tough product” to design and build. The statement was made on Twitter, in reply to a Tesla fan’s 15-second Cybertruck walkaround. Tesla is using a pair of 9,000-ton Gigapresses to create Cybertruck body panels, as reported by Inside EV News in March. A Gigapress, presumably for the electric pickup, was also spotted in Texas in January 2023. Once production is fully operational, Musk says he expects the Cybertruck to sell between 250,000 and 500,000 units per year. “I’d say a quarter of a million is a reasonable guess, and it might be 500,000, I don’t know,” he told shareholders during an annual meeting.

Mazlite’s platform is driven by AI analytics tailored for quality assurance and predictive maintenance on the assembly line.

The Cybertruck is scheduled to enter production this summer, with mass production beginning in 2024, Musk said during a Q4 2022 earnings call. Image courtesy of Tesla, Inc.

Technicians ought to take care to consult Polyvance’s list of suggested temperature settings when carrying out plastic welds, the video urges, as there is significant variance in the heat tolerance of various thermoplastics, like nylon and PVC for example.

A CULTURE OF COLLABORATION

For Curtus Larson, reliable is more than just a word on the sign

Never being satisfied is a common theme among athletes and performers at the top of their field. Broke a record last year? Great—so how are you going to top that this season? How are you going to follow a chart-topping debut album?

This ever-present conflict can cause some to crack under the pressure, while others rise to the challenge and excel.

Curtus Larson discovered this a little over 20 years ago while playing left wing for the Comox Valley Glacier Kings, and has since come to instil this environment of constant improvement within his collision repair business.

“When we had success in hockey, it was typically because we had a positive culture,” he told Collision Repair in a phone interview.

“You would have role players—not everybody is a goal-scorer—you need somebody who will grind away in the corners. You need that older veteran that calms the room and those younger guys to spark them to work a little harder. I think that goes the same with any team.”

Curtus took over as co-owner and day-to-day operations manager of CSN Reliable in March 2020—needless to say, company culture was one of the few things he could control about his business at the time.

In fact, Curtus says, above everything, he feels most proud of his team’s constructive mindset.

It was no simple point A-to-B trip in getting where he is today, however, as Curtus will tell anyone his experience was far from typical.

“I actually just needed a job while I was playing junior hockey in the Comox Valley when I was 18 years old. I started off sweeping floors and washing cars; just kind of general clean-up stuff, for about a year-and-a-half.”

When he hit the ripe age of 20 and his time came to hang up the skates, Curtus said he started to take work more seriously and view it as something he could make a career out of.

“When I was getting into prep and everything, I discovered that it was something that I was actually pretty good at,” he said.

“That’s when my passion and everything started to kick in. As I got better and honed my skills, the more I enjoyed it.”

Those skills ended up kicking off a 12-year run as head painter at CSN Reliable for Curtus, and in effect, making him a vital gear in the shop’s entire production plan.

Curtus says he was equally inclined to educate himself on the many other aspects of his shop’s operations as well, making clear to his boss and eventual partner, Mike, that he had aspirations beyond the paint booth.

Story by MAX REID

“When Mike asked me if I had plans for the future, I said ‘I plan on owning CSN Reliable one day,’” Curtus said.

From there, Curtus’ trajectory towards ownership found its launch pad and he began leading a double-life between the production floor and the front office.

“I would start early, at around six or seven in the morning. so that I could get my work done by two or three o’clock…I would do the Superman phone booth change in the bathroom to get into my office clothes and work in the front for the last three hours,” Curtus recalled.

“I had no idea what I was in for. I am completely a technician through-and-through—I can barely type. So, it was painful for the first couple years and I just remember being so mentally exhausted when I was getting started—it’s a completely different kind of exhaustion.”

“When Mike asked me if I had plans for the future, I said ‘I plan on owning CSN Reliable one day.’”

— Curtus Larson, co-owner, CSN Reliable

Curtus is proud to say that his shop is equipped to offer in-house wheel alignments and ADAS calibrations, ensuring that as much work as possible is done within his doors.

CSN Reliable boasts repair certifications from Ford, Nissan, FCA, KIA, GM, Hyundai and Genesis, in addition to I-CAR Gold Class status.

“We’ve got the best crew we’ve ever had here as far as culture, production and quality are concerned—it’s unreal,” said Curtus.

Curtus was eventually offered a position as full-time estimator and co-manager with the other estimator, despite the protests of his fellow AkzoNobel performance group members who “thought Mike was absolutely nuts to take his lead painter out of production and put him in the office,” according to Curtus.

“Even though we did struggle for two or three years getting our bearings…it was a risk that Mike was willing to take for the sake of the long-term,” said Curtus.

“From there, it’s just kind of about formulating your own plan. I took a little bit from my co-manager from before and omitted the stuff that didn’t make sense to me.”

It is now March 2020, Curtus is manager and co-owner of CSN Reliable alongside Mike, but the true challenge is only a few weeks away.

Pandemic lockdown measures gave the shop a true crash-course in strategic parts ordering, with Curtus electing to hire a full-time parts specialist and increasing inventory by about 400 percent to ensure he can facilitate any repair.

“We’re definitely making it work, as far as having [the parts department] extremely organized and having the parts carts loaded, which in turn helped technician and estimator efficiencies,” he said.

Regardless of what outside forces may affect his shop’s operations, Curtus always ensured that his positive company culture never wavered; it is a mentality that served him well in the hockey world, and would again in collision repair.

“I attribute a lot to the coaching I did in hockey. I coached the junior team that I played with, as well as youth with my kids in rep hockey, so I took a lot of what I learned coaching into managing,” said Curtus.

“One of the biggest things I learned is listening—listening to everybody. You may not agree with everything somebody is saying, but I always make a point of listening because there are always a few things, a few processes or ways to handle things that you can take from pretty much anybody.”

Now with a few years of running the show solo under his belt, Curtus says he makes a

concerted effort to support the apprenticeship programs that helped get him to where he is today.

“We linked up with North Island College on Vancouver Island for a pre-apprenticeship course,” said Curtus. “Their technicians will come here to talk to real technicians and ask them any questions they want. We’ll give them some damaged hoods to work and give them some pointers.

“A nice thing about our crew right now is that they are super responsive to teaching and passing on their knowledge.”

Regardless of whether the world is shut down and repair work is few and far between, or the lot is packed with jobs waiting to be done, Curtus says he is keen to cement this culture he has helped build into the foundation of CSN Reliable and prove the value of balancing business with genuine group camaraderie.

“You’re not going to have the same team forever; I’m not naïve to that,” he said.

“But, if you are continually striving for that culture, production, quality mix—once you get there, it is a pretty proud moment.”

“A nice thing about our crew right now is that they are super responsive to teaching and passing on their knowledge.”

— Curtus Larson, co-owner, CSN Reliable

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pany premises k nown as “ The Home of Welding.” Spanning an impressive 120,000 square meters, this state - ofthe -ar t facility houses modern production plants, robotic lines, specialized development and testing laboratories, automated stores, and training and demo areas. Telwin’s international industrial hub showcases their dedication to innovation, advanced research, and sustainable improvement.

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WATCH THE VIDEO

To learn more about Telwin check out the company video #Telwin60 GO FURTHER

> BODYSHOP EQUIPMENT > BATTERY CHARGERS > INDUSTRIAL WELDING

Friendly faces at Fix Network’s Golf Tournament

Fix Network held its partners’ favourite golf tournament of the year on June 13, where Fix’s franchisees and industry partners gathered at the Glencairn Golf Club. The weather was perfect; the greens were perfectly hydrated, and the collision industry crew was ready to take the course. Collision Repair mag’s Gloria Mann was on the scene with her killer swing—and camera. Check out our pics from the day on the course below.

Photos by WANJA MANN

The Media Matters/ Collision Repair mag team: Gloria Mann, William Simmons and Wanja Mann.

WINNERS WERE:

Ladies Longest Drive — Helen Walker

Men's Longest Drive — Richard Dalimonte

Closest to the pin — Ryan Beattie

TEAM WINNERS:

Mike Savage, Steve Gallance, John Oglitree, Sebastien Pronovost SCORE OF -12 (60)

INDUSTRY IN ITALIA

Collision Repair magazine’s publisher, Darryl Simmons, recently attended the International Bodyshop Industry Symposium (IBIS) Global Summit in Milan, Italy, where collision repair stakeholders from across the world gathered to discuss trending topics in the industry and network on the world stage.

Of course, this magazine can never attend an event without our trusty camera. Check out what we caught on camera in Italy!

Photos by DARRYL SIMMONS

IBIS hosts Global Summit in Milan

Sean Donaldson and Ryan Bruno, CSN.

Darryl Simmons of Collision Repair mag and Cristina Spanesi.

Farzan Afshar, VeriFacts Automotive; Ian Pugh, Fix Auto; Bob Kirstiuk, Advantage Auto Parts.

Diane Chaine, Progi, with Sean Carey, SCG Consulting.

Greg Horn and Mark Linder, PartsTrader.

Sam Mercanti was quite pleased with his cartoon self.

Tim Morgan, Spanesi Americas; Ian Morton, Fix Auto Thorobred; Dave Flockhart, BETAG.

DRIVING FOR A CAUSE

Enterprise Holdings–parent company of the Enterprise Rent-A-Car, National Car Rental and Alamo Rent-A-Car brands–held its annual golf event, where stakeholders from the Canadian collision industry teed off in support of Food Banks Canada and Enterprise’s Fill Your Tank program.

The charity golf event served as a platform to raise funds and awareness toward alleviating hunger in the Canada. With the participation of enthusiastic golfers, sponsors, and volunteers, the event proved to be a resounding success.

Enterprise’s Fill Your Tank program, a multi-year endeavour first launched in 2016,

aims to tackle food insecurity head-on by partnering with food banks and related organizations across the globe, including Food Banks Canada. Through this program, Enterprise aims to make a meaningful difference in the lives of those facing hunger and food scarcity.

This year’s golf event was extra special; a celebration of Enterprise’s 30th anniversary in Canada. The company opened its first international office in Windsor, Ontario in February 1993, and has since grown to more than 750 branches with a fleet of 96,000 vehicles across eight subsidiaries in Canada.

The event took place at the King Valley golf club in King City, Ontario.

Photos by GLORIA MANN

Enterprise Holdings takes its fleets to the fairway

The golf event was held in support of Food Banks Canada and Enterprise’s Fill Your Tank program.

The Consolidated Collision Services crew: Tom Langton, Mike Beier, Craig Kirby and Chris Chinn.

The IAA crew with their personal driver.

Tony Canade, Assured Automotive and Adam Ceifets, CARSTAR.

Arthur Crawford and Matt Pritiko, AutoCanada.

Ryan Bruno, CSN.

Leanne Jeffries, Certified Collision Care.

There was all kinds of swag up for grabs in the post-golf raffle. Sylvain Seguin and Daryll O’Keefe, Fix Network.

Located inside the Canadian Welding Bureau’s Milton, Ontario headquarters, the Canadian Collision Repair Academy is a

Canada officially has an OEM-dedicated training centre, thanks to a lucrative collaboration between Volkswagen Group Canada and the Canadian Welding Bureau (CWB).

First announced in October 2022, the Canadian Collision Repair Academy (CCRA) is a state-of-the-art training facility located at CWB’s Milton, Ontario, headquarters, featuring top-notch equipment from companies like Pro Spot, Flatline, Filco, Spanesi, Car-O-Liner, Celette and more. Through training and certification, the CCRA aims to improve the competency of Canada’s collision repair technicians by offering welding and other certifications, in addition to hosting events with industry partners.

Cumulatively, the investments funding the creation of the CCRA would exceed $1 million, according to Scott Wideman, wholesale

and collision manager for Volkswagen Group Canada, had it not been for the support of the OEM and CWB’s industry partners.  Canada has long been without a dedicated OEM training centre, forcing shopowners to send staff to the United States for credited OEM training. Initial plans for the CCRA first began in January 2021; the first classes at the facility were held in November 2022.

“I was shocked to hear that this country was missing such important tools for the industry’s development,” Pierre Boutin, president and CEO of Volkswagen Group Canada, told audiences at a CCRA open house. “To have the opportunity to develop [collision repair] expertise right here in Canada—this is critical for us.”

The Canadian Collision Repair Academy is located at 8260 Parkhill Drive, in Milton, Ontario.

Story by ALLISON ROGERS

The Collision Repair mag crew with the gang from CSN 427.

Lindsay Lougheed, CWB, who played a major role in planning the open house event, with Russell Duncan, Pro Spot.

Joe Frangione, CSN BEMAC Group.

Leanne Jeffries, Certified Collision Care/OEC; Bill Davidge, CARSTAR Canada; Russell Duncan, Pro Spot.

Jon Vieth of the CWB, who played an integral role in the development of the CCRA; Pierre Boutin, president and CEO of Volkswagen Group Canada; Vic Fedeli, Ontario Minister of Economic Development, Job Creation and Trade.

Mike Savage, 3M; Gloria Mann, Collision Repair mag; Bill Dawe, LKQ Canada; Daniel Tsatsos, Superior Auto Body and Peter Wrong, 3M, at the CCRA Open House in May.

Scott Wideman, wholesale and collision manager for Volkswagen Group Canada, was integral to the construction of the CCRA.

Marc Julien, CWB; Remo Mercanti, CARSTAR MSO; Vincent Mattozzo, CARSTAR Canada.

Gloria Mann, Collision Repair mag, and Jeff Pabst, Pfaff Autoworks.

Janette Andrade and Don Teevens, Consolidated Dealers.

SMASH HIT IN MONTREAL

Driven Brands hosts its Canadian partners for inaugural combined conference

Driven Brands hosted its Canadian companies—CARSTAR Canada, Star Auto Glass, UniGlass Ziebart and Docteur du Pare-Brise—in Montreal this July for their first-ever combined Canadian conference. From the opening night Arkells concert, through fantastic industry programming like a keynote from former NHL player Georges Laraque, up to the Prom Night themed awards night, all 700 attendees said they had a blast. Check out what Collision Repair mag saw through our lens and scan the QR code for access to more photos!

More than $140,000 was raised for Driven Brands' charities of choice—Cystic Fibrosis Canada, Breakfast Club of Canada and Breast Cancer Canada. Corporate matched every donation dollar.

Mark Huisman, BASF and Gloria Mann of Media Matters.

Ontario CARSTAR franchisees in their Prom Night finest.

Jeff Brown and Don Morton, Don-Mor CARSTAR, and Fred Daoust, AkzoNobel.

Leanne Jeffries, CCC; Larry Jeffries, Collision Builders; and Sam Mercanti of Mercanti Management.

Shawn Jamieson of CARSTAR Myers Automotive Group with Michael Macaluso, EVP of Paint, Collision and Glass for Driven Brands, and his son, Marco.

Mark Huisman, BASF; Allison Rogers, Collision Repair mag; Dave Black, Color Compass; Wanja Mann, Collision Repair mag.

Prom king and queen: Joe and Leslie Cardiff, CARSTAR Regina.

Matt Bell, Driven Brands; Peter Chavez, LCG CARSTAR; Colson Cole, Uni-Select.

Darryl Simmons, publisher of Collision Repair mag, and Craig Jalbert, 3M.

Graeme Eber and Jack Shirley, CARSTAR Canada.

The Quebec CARSTAR, UniGlass and Docteur du Pare-Brise franchisees were out in full force representing their province.

Collin Welsh, CARSTAR Canada; Joe Saputo, CARSTAR Ancaster and winner of 2023 CARSTAR Facility of the Year; Sabrina Thring and David Foster, both of CARSTAR Canada.

Dave Meery, CARSTAR Canada; Gloria Mann, Media Matters; Angus Wilson, CARSTAR Sydney; Colin Manuel, CARSTAR Miramichi.

Dara Carpenter ELC with her daughter and Lane Bailey of ELC.

Tony Mammone, Adam Cefeits, both of CARSTAR Canada; Peter Kalantzis, Aviva Canada; Emmanuel Robitaille, Driven Brands.

Rebecca Fyfe, AutoHouse Technologies, and Adam Cefeits, CARSTAR Canada.

Matt Bell, Robin Juns and Dave Foster, all reps of CARSTAR Canada, take a selfie with the conference audience. Johnny Kloeckes, Johnny K CARSTAR Group.

Darryl Simmons, publisher of Collision Repair magazine with Daniel Trevisanutto of Half Way Motors and his wife.

Anne Béland and Paul Reichart, LKQ Canada.

Bill Brower and Michel Caron of Solera | Audatex.

Jean-Yves Schadskaje, Driven Brands.

Melissa Kwiatkowski, Driven Brands.

Allison Rogers, Collision Repair mag, with Ron and Mandy Alberts of CARSTAR St. Stephen.

Pete DiGiuli, BASF; Randy Nicholson, Axalta, and Steven Gallance, 3M Canada.

Collin Welsh, CARSTAR Canada; Ricky Tamber and Angelo Belvedere, CARSTAR Bolton.

Eric Lapee, NAPA CMAX; with Jenny Dufresne of CARSTAR St-Felix and CARSTAR Rawdon, and her guest.

ADHERE TO AN IDEA

Charles Aoun believed in glue pull repair—and made everyone else, too

Story by ALLISON ROGERS

Charles Aoun is proof that, if you stick to an idea you believe in, you can make it go far.

The founder of Quebec-based CamAuto Pro and icon in the development of glue pull repair for the collision industry, Charles began his career on the bodyshop floor. Today, his product is trusted by hundreds of collision centres and is sold in markets across the globe.

You can find Charles in a different corner of the world every week—probably in a bodyshop demonstrating the magic of glue pull repair.

Collision Repair editor Allison Rogers chatted with Charles to learn more about his history in the industry and how CamAuto Pro came to be.

Collision Repair: How did you become involved with the collision repair industry?

Charles Aoun: I worked for my brother for about a month—he had a collision centre—but I wanted to work for someone that wasn’t my family. So I started working for another guy and learned all of the basics. It wasn’t as easy to get spare parts to where we were, back then. So everything was a repair. It gave me a really great framework and now I have more than 35 years experience as a technician.

CR: So how did you start with glue pulling and glue pull repair (GPR)?

CA: I was invited to both the Ford and Chrysler plants in Detroit, Michigan. I saw all the new welding robots and new materials they were using.

There was a lot of foam in the rocker panels of their new cars—so welding was obviously not ideal, given the time constraint and the fire risk.

I started thinking of ways we could repair these new cars and came up with glue pulling for the collision industry.

CR: What did the industry think of glue pulling when you first began promoting it?

CA: People never believed that the glue would stick and hold. I’d get this question everywhere we brought the product. So I used to jump on panels and then fix the dent during product demos. Then they’d believe me.

It took a while to sell our first unit, and a lot of hard work. I was close to giving up when a client called me at 3 a.m. and said they needed our system. I brought it right over and made the sale.

Charles is well-known as a selfie king, whipping out his phone for a photo op no matter what corner of the world he’s in.

Now, in our seven years of selling glue pulling kits, we’ve never had one returned.

NAPA also supported us very early on, and a lot of others started believing in us after that.

A lot of people think GPR relies on paintless dent repair (PDR) techniques, which isn’t true in the way CamAuto Pro teaches things. You don’t need to know PDR skills to use our GPR system.

I truly believe that every collision repair facility should have a glue pull system—it doesn’t even have to be our brand!

CR: What’s new or in store next for CamAuto Pro?

CA: Our products are different—I’d say 80 percent of the product is original; invented by us. We launch new products at every major trade show. We have 12 products planned to launch before SEMA this year.

We’ve recently made a deal to sell in Australia, and we are now listed in the GYS catalog in France. We’re working on the European market next.

But it’s not just about selling glue. It’s not like anyone could start selling glue pull kits and be successful. We have a package deal—we have a great product, great support and great training. You need to offer that entire deal, and be good at it, in order to thrive.

CR: What’s been the proudest moment of your career?

CA: I really have two: making our first-ever sale is the first. That was huge, and it’s the reason we’re still here today. The second moment: when I hired my first employee.

I also take great pride in supporting the future generation of collision repairers—I was actually just at Skills USA with our GPR system.

CR: You mentioned 12 new products between now and SEMA. With so much new product, how do you generate new ideas?

CA: My history as a technician—that’s how I come up with ideas.

I fix people’s cars in my own shop, usually for free. If I find a dent that I can’t pull with what I have, that’s when I’ll start to build a new product.

"If I find a dent that I can’t pull with what I have, that’s when I’ll start to build a new product."

— charles aoun, founder, Camauto pro

OF THE BODYSHOP PETS

Remley, Burnaby Auto Body

Meet Remley—this issue’s featured Pet of the Bodyshop. A 16-yearold border collie-lab mix, Remley has held a variety of roles since joining the team at Burnaby Auto Body, from estimator to shop manager, emotional support rep, model and more.

Brian Borsoff, Remley’s dad and owner of Burnaby Auto Body, says that one of Remley’s most important jobs is mailman patrol. When someone receives mail, Remley picks it up and delivers it straight to the recipient’s feet.

Remley is also an excellent estimator; he helps Brian with his estimates and abides by the motto, “four eyes are better than two.” He’s highly skilled at engaging the customer, helping ease their stress post-accident (he even gives hugs), and takes great pride in helping his dad sniff out damages.

When Remley isn’t in the shop, you might catch him volunteering at the Port Moody hospice, or in daycare catching up with his dog pals. Thursdays, though, are Remley’s designated off day, when he can be found just being a dog at home with his grandma. No customers, no phone calls—just fetch, treats and a whole lot of relaxing.

Remley is also quite the philanthropist, and has helped his family provide $6,000 worth of pet oxygen masks for different fire departments, saving the lives of countless dogs and cats.

Join Collision Repair magazine in celebrating this month’s Pet of the Bodyshop, Remley of Burnaby Auto Body!

ENTER NOW AND YOU COULD WIN A $25 PETSMART GIFT CERTIFICATE

Do you have a hardworking furry friend that comes to work with you? Send us a picture of your shop pet with their name and their “role” in your shop for a chance to be featured in the magazine. Scan the QR code or visit www.collisionrepairmag.com/pet-profile-submissions/

When Burnaby Auto Body gets specialty work, Remley is more than ready to get into costume and show off his modeling abilities.

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Little operating costs, quick pay-off of purchase costs

INTERNET SPEAK

Column by VENESSA DI VITO

With a big thanks to search engines like Google, Yahoo and Bing, there is an infinite amount of information available to all of us at the simple touch of a button.

With 98 percent of people worldwide actively using the internet every single day, according to Hootsuite’s 2022 Digital Trends Report, this tells us that when a resident of your city gets into a motor vehicle accident and needs a collision repair facility to support them, chances are high that they’ll be on the digital hunt for a business just like yours to service them.

Do you know if your business is showing up properly online, and in the right spots to service these potential customers? And if you’re not sure, are you aware of just how easy it can be to make your business more visible?

One of the most crucial factors to ranking your collision repair facility high on Google is for you to be aware of the terminology,

and importance of something called SEO, or Search Engine Optimization.

SEO is a results-proven marketing technique that you simply cannot ignore if your goal is to have your website be discovered through search engines like Google, Bing, and Yahoo.

I can’t express the number of websites I have looked at, that are beautiful and well-designed, but ranking low in the eyes of the major search engines—simply because adequate SEO practices have not been factored in.

The more effort you put in to optimizing your website according to best SEO practices, the higher your business will rank on these search engines, and this will ultimately drive more visitors to your website—ideally resulting in more leads and sales.

There are four simple SEO tips you should pay attention to for your business to rank as high as possible in search results. So, let’s begin!

How to rank your collision repair website #1 on Google

I CAN’T EXPRESS THE NUMBER OF WEBSITES I HAVE LOOKED AT, THAT ARE BEAUTIFUL AND WELL-DESIGNED, BUT RANKING LOW IN THE EYES OF THE MAJOR SEARCH ENGINES—SIMPLY BECAUSE ADEQUATE SEO PRACTICES HAVE NOT BEEN FACTORED IN.

FOCUS ON RELEVANCE

Google’s vast network of “robots,” also known as “web crawlers,” are hard at work 24/7, combing through and analyzing the content of every website on the internet and evaluating each one against specific parameters. Parameters include quality of information, ease of use, loading speed and so much more. The end goal? To rank each page according to its overall ability to give searchers information of the highest quality, and that most closely matches what customers are looking for.

To rank as high as possible in search results, your content must include strong keywords that your customers are using in their own search queries. Once these keywords are established and inputted on your website, Google will deem that content to be more relevant and worthy of inclusion in the search results.

ENSURE QUALITY

After identifying all the relevant keywords, Google gets to work by prioritizing those websites that it deems likely to be the most helpful to the public. To do this, it relies on complex algorithms to identify content that demonstrates value, expertise, and trustworthiness.

When Google notices that other sites have chosen to include a link back to your site as an authoritative source of information, Google takes this as confirmation that your own content is valuable, useful to the reader and worth elevating in search results.

How else can you use this expert technique to your advantage?

In addition to online linking, think about non-digital opportunities for sharing your URL and driving traffic to your website, such as local newspapers, community boards and other local businesses. Do not underestimate how much these simple

strategies can assist in building your authority and helping your business rank as possible in Google search results.

USABILITY IS KEY

Google loves legitimacy and always considers the usability of content.

Assuming all other factors are relatively equal, content that is high quality and easily accessible for the user will always equate to stronger online visibility.

For example, Google would look at the overall page experience aspects. Is this content mobile-friendly? Does this content load quickly?

Speed and responsiveness are so important in ensuring your customers enjoy a positive user experience. To find how your website is performing, take advantage of Google’s speed check, as well as other performance indicators, with a quick online search.

Your website should be fully visible and accessible within three seconds or less to avoid the risk of impatient users bouncing away from your site!

CONTEXT MATTERS

It’s important to remember that Google search results also consider the searcher’s hobbies, interests and more—all based on searches they have performed in the past. Information such as location, past search history, and search settings are all considered to ensure the results presented are as useful and relevant as possible for the searcher at that moment in time.

All in all, Google loves to determine what information is most useful to you and deliver these pinpointed results. Consider how you can present your business to your community in the best possible light by focusing on how it presents itself within these context searches.

So, for your business to rank as highly as possible in Google search results, you owe it to yourself to implement some of these simple SEO practices, Relevance, Quality, Usability and Context. Taking the first few steps can seem a little daunting, especially for those not technically inclined.

But remember: Any forward motion— even a slow-but-consistent approach—will yield results. Putting these four steps to work does not have to be an overnight process to bring success.

My best advice for executing effectively is to work at one task at a time and to gradually start elevating the presence and reach of your business online. In time, and by using consistent keywords and SEO practices across your website and social platforms, you will soon see the difference that quality SEO and a higher ranking on Google can really make to your long-term success.

VENESSA DI VITO

is the owner and founder of Auto+ Performance. For almost 20 years Venessa has been helping automotive businesses across North America with business best practices and will continue to find ways to support and grow this ever evolving, yet incredibly exciting, industry.

FOR YOUR BUSINESS TO RANK AS HIGHLY AS POSSIBLE IN GOOGLE SEARCH RESULTS, YOU OWE IT TO YOURSELF TO IMPLEMENT SOME OF THESE SIMPLE SEO PRACTICES, RELEVANCE, QUALITY, USABILITY AND CONTEXT. TAKING THE FIRST FEW STEPS CAN SEEM A LITTLE DAUNTING, ESPECIALLY FOR THOSE NOT TECHNICALLY INCLINED.

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.

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A TRUE LEADER

Assess your mistakes with team members

Column by JAY PERRY

An interesting report in the Harvard Business Review May/June issue highlighted six errors commonly made by leaders—particularly in the value they place upon their team members. These errors were proven to drive up employee defections. In today’s day, that’s a cost we cannot afford. We cannot afford lose employees in the current market.

The research was focused on “low-wage” workers, but I believe the principles are applicable across the board; to high-pay, skilled workers all the way to entry-level employees.

As you read this, think about your organization and you will be able to relate.

The first mistake is underestimating how much employees want to stay with their current employer. Two major factors incentivize today’s workers to stay:

1. Higher pay or a promotion

2. Skills training and increased responsibility in the workplace

The first is more difficult to achieve, but I believe the second one is easier in the immediate timeframe and in the long run, a very smart thing to concentrate upon.

Leaders underestimate the importance of location. Approximately 64 percent of low-wage earners said their main reason for leaving a role relied on their proximity to the workplace. They had decided to change jobs based on their commutes; putting convenience ahead of pay. It makes sense—having close proximity to work can keep personal expenses down and facilitate more family time. It can be a huge time saver.

The feeling of being valued is greatly underestimated too. As a matter of fact, almost half of workers that have such sentiments of being valued would actively recommend their place of employment. This is a sense of belonging; it directly speaks to your company’s culture. And all companies have a culture, whether good or bad. An easily correctable mistake is flipping the way you communicate with your team. Many leaders leave it to the employee to initiate career discussions. I believe that employee engagement starts with the employer, not the employee. Giving clear feedback on one’s performance and discussing future opportunities is a critical retention tactic. Disregarding the importance of every single position within a company is also a huge problem. You will not succeed in attracting people to your organization if you are not focusing on the contributions that each employee brings to the success of your company. The way job opportunities are described—focusing on an individual’s potential contributions rather than a myriad of tasks required in the role—is crucial. Finally, there are three integral things that many leaders fail to provide to their employees: mentorship, career paths and guidance on learning and development. These all require work to set up and maintain—there are tangible items (such as coursework fees, time invested in the teaching process, etc.) and usually a modest investment for professional help in doing so. The benefits can be immeasurable in value when you consider the longterm.

I firmly believe that the employers that figure out ways to beat these mistakes are the ones that will be who’s driving!

YOU WILL NOT SUCCEED IN ATTRACTING PEOPLE TO YOUR ORGANIZATION IF YOU ARE NOT FOCUSING ON THE CONTRIBUTIONS THAT EACH EMPLOYEE BRINGS TO THE SUCCESS OF YOUR COMPANY.

FROM THE BOTTOM UP

We all start from somewhere

Column by STEFANO LIESSI

Tech shortage! Tech shortage! Tech shortage! Good grief—enough already.

This statement is not news; you have been warned countless times about industry attrition. Let us first clarify that there is no tech shortage; that is just an easy excuse and ‘buzz’ phrase used to sensationalize and satisfy the cultural need for excessive drama.

Speaking for Alberta, because that is where I am, the post-secondary institutions that house the apprenticeship programs are full and must place students on a waiting list—for the first year, which is important to note. Multiple high school programs in Calgary have autobody facilities doing very well with enrollment. Now, save your breath before you get into a tangent

on the education system; that is an article for another day. This enrolment information tells me there is significant interest in our industry.

If it isn’t a tech shortage, what is it, you ask? It is a unicorn shortage. Yes, unicorn, because that is what everyone is looking for to fill the role of the techs moving into management roles or retiring. To experience success, the staff you have on hand must be of top quality, so you look for applicants that fill that criterion. However, stipulations are attached to your measure, such as wage limits, experience levels, certifications, designations, education, etc. The common consensus is that everyone wants a fourth-year tech at a first-year wage. As I stated, you are looking for a unicorn, not a tech.

Yet, the youngsters coming through the ranks from high school or first year get left behind (each intake sees a diminishing enrolment for second, third and fourth year). They become stagnant because nobody wants to put the effort into getting them up to speed. You paired them up with the employee that’s about as personable as a tree stump and views the “apprentice” as a pain in their side. Or you rationalize the lack of attention, saying, “We don’t have time for this; we can’t let them go to school this year; we are too busy, and they will mess up.” Well, guess what? You don’t have time to NOT pay attention to this. The effort applied up front —in the beginning, is directly proportional to the successes at the back end—simple logic.

Stefano’s graduating class of students, 2019.

When I hear of signing bonuses for new hires, I ponder how, in my mind, people are not commodities traded in markets. If you have that kind of cash kicking around to buy an employee, maybe you should consider looking after your current employees first. How about chipping in for some much-needed training, covering the revenue while someone is at school, perhaps?

I recently discussed the industry with a talented young lady who decided to hang up her gun and leave the trade altogether. Why? Because nobody wants to hire apprentices, nobody wants to put in the effort, and sadly, women in the profession are still continuously neglected. This young lady has impacted the trade; for the trade itself and for the women entering it, yet she has constantly been cast aside and beaten down. If you treat youngsters this way, what are you expecting? Loyalty? Give your head a shake. When I read her messages, it infuriates me as I know she is not alone; countless other candidates out there feel the same way. To be fair, we can’t paint everyone with the same gun; however, the stats indicate a majority here, not an anomaly.

I am putting another layer of perspective for

you to chew on. I taught high school autobody for six years. I had an inadequately equipped lab of about 1,500 sq. ft. You could fit all our pulling clamps into a milk crate. At times my class had up to 25 students. I had 90 minutes every other day with my groups for five months with an average fifteen-to-one student-teacher ratio. These students comprised various learning challenges and cognitive abilities, yet they did customer work, real work on real customer vehicles with invoices, much like you do. Over the six years, we managed to put out vehicles that went into car shows, did heavy collision jobs, tri-coats, custom paint work, general minor collisions and bring home the gold from a Skills competition.

From this smorgasbord of a lab, I can account for nine students that went into the trade.

Now that you have a mental image let me elaborate when I say your excuses do not hold water. Why? Because you have one, two, maybe three engaged apprentices that want to be there, they are there every day for eight hours, with a one-to-one apprentice-mentor ratio.

Out of the nine students that I know went into the trade, three are still there. Six exited. Why? Neglect.

There are plenty of techs; there is, however, a retention issue. If you give the youngsters a chance to apply themselves, they will. It won’t be easy; I never said it was, but it will be extremely gratifying, this I know. When I see my past students doing well in places that let them, it is why they are still in the trade. When you remove the opportunity, they remove themselves, ergo, your shortage.

In my opinion, and you are entitled to my opinion, you created this mess by ignoring the attrition issue; time to be accountable. If you keep looking for that unicorn, it will never come. There is no instant fix. Young staff will stay if you nurture and develop, sometimes struggling apprentices.

The effort upfront is directly proportional to success in the end. Only some young applicants will become the star technician you have been searching for, but rest assured your current star technician was not always a star technician; they also started from the bottom.

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. Stefano can be reached at: sliessi@canadiancollisionspecialist.com or canadiancollisionspecialist.com

THERE IS SIGNIFICANT INTEREST IN OUR INDUSTRY.

A project by Stefano’s students in 2019.

KIDS THESE DAYS

Column by MEGHAN MCEWEN

It is a well-known reality that hiring, and training new staff is one of the costliest endeavors for any business, especially one with a significant, qualified labour component.

It also isn’t a secret that the auto industry already has a recruitment and retention crisis on its hands. If you haven’t got a plan to ensure that you hold on to your employees for the long haul, it isn’t just a money issue, but also one that will affect the ongoing consistency and quality of the finished product from your shop. Pizza lunches are not going to cut it anymore, and with the advent of allergies plus evolving personal tastes—you will have to have more imagination than such a banal effort.

What follows are a variety of strategies to assist you in holding onto your businesses most valuable assets. It also doesn’t matter if we’re discussing a master technician or green apprentice, a revolving staffing door puts the match in the powder barrel.

What can you offer as an employer to help you keep the talent onboard? If you ask me, it is unethical to have an apprentice on flat rate. Why not offer a bonus system of sorts at your discretion, involving both productivity and quality metrics? Perhaps integrate/modify it

in a collective manner to ensure fairness for everybody.

Pay for their technical training. Investing in your apprentices and others will create a return on your company’s money more significantly than even the stock market can! Apprentices are the future of your business, and you need to provide them with an incentive to perform good quality, timely and dependable work for you. Increase pay based on the apprenticeship level and don’t undercut someone by maintaining the same rate after a higher level of training. That’s when they will jump ship for another dollar per hour. You lose big time!

Offer a tool bonus or some assisting compensation. Tools are expensive and their quality affects the excellence of your shop’s final product.

Cover workwear—pun fully intended. Basic footwear alone has reached an all-time high in cost. Compensation for work and safety gear will illustrate that you care for the wellbeing of your staff.  After all, you are responsible for their safety on the job site. This is really a case of putting money where the mouth is!

Ultimately, there is no better long-term investment than well trained, satisfied, eminent people working with you.

MEGHAN MCEWEN is a dual-trade automotive technician and motorsports enthusiast in Vancouver, British Columbia. She can be reached at bullitt1516@gmail.com.

How about you rethink your retention efforts?

PIZZA LUNCHES ARE NOT GOING TO CUT IT ANYMORE.

MAKING SENSE OF A WORLD OF ADAS INFORMATION

What’s the role of a collision shop?

With ADAS such a constant topic, there’s plenty of information, good and bad, flying around—and all the more so when it comes to collision shops. Here are answers to a few common ADAS concerns to provide some helpful perspective.

Is ADAS really a collision shop thing?

Not only is it appropriate work for a collision shop; it’s basically tailor-made for collision shops, even if most are currently subletting it.

Here’s why. More than 70 million vehicles on the road today have at least some ADAS functions. Soon all will. Calibrations can be triggered by a number of routine repair procedures, so you can imagine what an actual accident does to ADAS components.

In 2021, the ADAS market was calculated to be $27 billion. One recent estimate places it at $75 billion by 2030. This is work that will never go away.

Isn’t ADAS a huge investment?

If it is, it’ll be because you want it to be. Like any move into new products or services, begin with makes and models you’re familiar with and go from there. There’s no need to obtain elaborate ADAS tools and equipment overnight.

The work will be there when you’re ready to grow. It’s our belief that most shops are at or beyond the break-even point already but haven’t recognized it yet.

Isn’t ADAS really complicated?

ADAS systems are complicated. Calibrating ADAS components is not. It’s usually straightforward.

True, left entirely to your own devices, ADAS work can be quite challenging, requiring a high degree of research and practice. Fortunately, you’re not left alone. You can partner with a provider who can supply you with all the equipment, training and expertise you’ll need to become proficient at this profitable line of work.

Don’t I need extra-skilled techs?

ADAS doesn’t require special expertise. It requires conscientiousness. Solid ADAS tools from a partner you trust will guide your techs step by step through countless calibrations. What’s required of them is diligence, patience and attention to detail. Techs willing to bear down will be your best ADAS people.

Don’t I need a ton of space?

To perform the lion’s share of ADAS work, you likely have sufficient space as it is. A little workaround creativity may be required from time to time, but it’s completely feasible. Just as you don’t need 100 yards to play touch football, you don’t need an “ideal” amount of space to perform many ADAS calibrations.

What’s the next step? Taking advantage of a leading tool from an expert, reliable brand. Namely, the ADASLink® full diagnostic premium scan tool from Hunter Engineering.

ADASLink® introduces you to the ADAS world by removing the confusing guesswork. This complete solution includes secure gateway capabilities and custom integrates with Hunter’s WinAlign® software, providing your technicians with quick and easy access to specific calibration procedures for millions of vehicles, guiding them with clear, onscreen instruction every step of the way.

Drivers in southern B.C. may be familiar with a certain pink car perched atop the headquarters of a Chilliwack irrigation company— well, unless the community can rally together, the famous pink car may be headed to the crusher.

The pink sedan has been tasting fresh mountain air from the top of Southern Irrigation’s billboard for well over 20 years now, but coowner Jeff Oostenbrink feels that the time has come for the car to face its defining challenge and support a good cause along the way.

Oostenbrink has set up several fundraising benchmarks that he is aiming to hit via donations towards the construction of a new Salvation Army facility in the community, though the stakes are quite unique.

“We’ve created a few benchmarks and our first threshold is $50,000. If we achieve that benchmark, we will sell the car to the highest bidder,” said Oostenbrink.

“But if we can’t meet that minimum threshold, the car will be crushed.”

At the $100,000 donation tier, Oostenbrink says the car’s body will be restored and integrated into the business’ landscaping in some capacity.

If they manage to hit their ultimate goal of $500,000 by October 31, the car will be seen in more places than just on top of a sign, as Oostenbrink says they will complete a full restoration and show off the car around the community.

“And we’ll use it in parades, charity events and community events,” he said.

Even if you don’t have any cash to spare, a simple follow of Southern Irrigation’s Instagram page will contribute a dollar to the cause automatically.

More information on the Pink Car campaign can be found on Southern Irrigation’s Instagram page, @southernirrigation

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SAY HELLO TO SMITH

Simplicity Car Care has announced that Greg Smith is the new owner of the Simplicity Car Care Spruce Grove location.

With over 30 years of experience in the car repair industry, Smith brings a wealth of knowledge and expertise to the Simplicity family and is committed to providing topquality service to the Spruce Grove community.

Prior to joining Simplicity, Smith worked with some of the largest MSOs in the country, running shops and overseeing procedures to ensure excellent service was provided. As the owner of his Simplicity franchise, Smith is extremely excited to take his skills to the next level and continue building a top-performing location in Spruce Grove.

CALLING ON KHARFAN

Mark another one down for CARSTAR, as the nationwide collision repair chain welcomes a new facility, CARSTAR Calgary Crowfoot, into the fold.

Mark Kharfan got his start as a bodyshop owner about 25 years ago and has since become one of CARSTAR’s most prolific MSOs, now boasting 12 shops to his name with this new opening.

“I decided to join the CARSTAR family for the support, structure and ability to foster my vision of growth,” said Kharfan.

“I am incredibly proud to have reached the milestone of 12 locations and I credit my success to my family of team members and their tireless effort for excellence.”

“With 11 stores under his belt already, Mark continues to raise the bar on what success within the CARSTAR family means,” said CARSTAR’s western zone director, Andrew Northrup. “His strong work ethic and family-first approach will undoubtedly bring success to the newest location as well.”

“I have taken shops from the beginning to top performers and am looking to do that again with SCC Spruce Grove,” Smith told the company.

This latest addition to Kharfan’s portfolio is a 3,500 square foot, I-CAR Gold Class facility located in Calgary’s north end, that is equipped to offer full-body service with frame machines, as well as paint and glass services.

ATA EVENTS

The Automotive Trades Association of Manitoba is hosting its 2023 Trade Show on October 27, 2023.

This year’s event will feature an “Olympic-style conference” and trade show at the CanadInns Polo Park Conference Centre. Daytime attendance is reserved for students in correlation with the ATA’s Youth Attraction Effort, but members of the trade are invited to attend in the evening to connect with exhibitors and enjoy a sponsored dinner.

The ATA also said $10,000 in prizes will be awarded throughout the event.

Visit www.eventcamp.ca/event/ata-conference-with-olympics/ access for more information.

THE MAN FROM MANITOBA

Skills Canada officially announced its team for the 2024 WorldSkills competition, and Manitoba resident will be representing the autobody trade.

James Bartel of Kleefeld will represent Canada in the autobody repair competition following his win at Skills Canada Nationals in May. He will compete in Lyon, France, in the 47th WorldSkills Competition in September 2024.

Despite the competition date being more than a year away, Skills Canada reps say that competitors have already launched into their training.

Team Canada will have 28 competitors; Gabrielle Leclrec of SaintEustache, Quebec, will represent Canada in the car painting competition.

To mark our 25th anniversary, we are honoring our company founder and inventor, Peter Kwasny, with a first-ever SprayMax special series. Top-selling, high performance products of the "Edition PK" are packaged in popular 500 ml size offering a bonus 25% more content.

James Bartel, centre, came first-place in the autobody repair competition at Skills Canada’s national event in Manitoba this past May.

The ATA of Manitoba will hold its annual trade show on October 27.

SET FOR ELECTRIC

With sights seemingly set on cornering the luxury EV repair market, AutoCanada announced that Kavia Autobody in Saskatoon has achieved certification from VinFast.  This impressive step forward is a continuation of when AutoCanada saw its Burwell Autobody facility in London, Ontario, become the first repair facility certified by the Vietnamese in North America. Kavia Auto Body now touts OEM certifications from Tesla, Honda, GM, Genesis, Hyundai, FCA, Kia, Nissan, Subaru, Ford, Infiniti, and VinFast.

SAAR ON SALE

The time has finally come for you to get your hands on a ticket to the upcoming SAAR Fall Conference, set to run over two days at two beloved Saskatchewan venues. From Thursday’s golf tournament at the Dakota Dunes Resort to Friday’s world-class tradeshow at the Prairieland Park conference centre, and so much to do in between, this year’s fall conference from the Saskatchewan Association of Automotive Repairers is sure to deliver a great time come September.

If high-level discussions with industry influencers like Dave Luehr and Ryan Mandell aren’t your thing, this year’s fall conference will also feature virtual welding and painting competitions, an estimating challenge, as well as a skills competition that will pit SaskPolytech students against each other for the prize of new tools. With all the food, golf and industry networking to be indulged in, a ticket to this year’s fall conference is well worth the price.

The SAAR Fall Conference is scheduled for September 7 and 8 and will be split between the Dakota Dunes Resort and the Prairieland Park conference centre.

In the LinkedIn post announcing the news, AutoCanada wrote “Congratulations, Kimberly Kos and the entire Kavia Autobody team on this addition to your collision repair certifications!”

LIGHTENING THE LOAD

As huge sums of money are currently being floated above Ontario’s burgeoning EV industry, the federal government announced it will be investing $5 million into a Concord auto parts plant specializing in lightweight EV parts.

With this boost in funding from the Federal Economic Development Agency of Southern Ontario (FedDev Ontario), ArcelorMittal Tailored Blanks Americas Limited (AMTB) will be equipped to transition its operations to 100 percent EV component production, while creating 65 jobs in the Concord area in the process.

SHOWING AND SHINING

It’s car show season! Collision Repair was at the Centennial College Show and Shine car show on May 28, where more than 1,500 classics, hot rods, tuners, trucks and motorcycles were on display.

Held at Centennial’s Ashtonbee campus, the Show and Shine event was hosted by the college’s School of Transportation and featured hundreds of cars as well as sponsor booths from 3M, Wurth Canada, Paint Source, recent Bodyworx cover star Indy’s 101 Customs and more.

ON ONTARIO SOIL

New documents filed with the Ontario government dictate a goal for the government and Tesla to “work to identify opportunities for an industrial facility, mineral extraction and processing project permitting reforms.”

Electric Autonomy contacted Innovation, Science and Economic Development Canada regarding the subject, to which a spokesperson replied, “Everyone knows we are talking to everyone. We don’t have anything to add beyond that,” referring to ongoing talks with various companies in the electric vehicle supply chain.

Vanessa De Matteo, press secretary for Vic Fideli, Ontario’s minister of Economic Development, Job Creation and Trade, said the ministry “does not discuss economic prospects publicly, [but] our government continues to seek out opportunities to promote job growth and ensure Ontario remains a competitive jurisdiction.”

Mathew John, Paint Source, and Indy Gopaul, Indy’s 101 Customs.

Garen Ghougamanian, Paint Source, and Darren Heise, PBE Distributors.

Andrew Tabone, Norton Abrasives.

Skills Canada has announced its team for the 2024 WorldSkills competition in Lyon, France, and the autobody paint representative is from Quebec.

Gabrielle Leclerc will compete in the car painting competition next September, representing the nation in the trade and competing against other automotive refinishers from across the globe.

Each Canadian competitor earned their spot on the national team by competing in the 2023 Skills Canada National Competition, which was held in May in Winnipeg. The highest-ranking age-eligible participant in each identified skill area was invited to the international competition.

Team Canada is set to have 28 competitors at WorldSkills 2024, each of whom will go head-to-head with other tradesfolk in search of winning the title of world’s best.

LEADING THE WAY A MEERY MINUTE

A new bill tabled in Québec in June aims to amend the Consumer Protection Act to protect consumers from planned obsolescence and promote the durability, repairability and maintenance for goods in the province.

If passed, Québec would be the first Canadian province—and one of few regions in North America— protecting the consumer right to choose where their vehicle is repaired.

Québec Minister of Justice Simon Jolin-Barrette proposed Bill 29, which will “enshrine the increasingly threatened right of Québecers to have their vehicles services and repaired by the shop or garage of their choice,” while simultaneously positioning the province as a leader in the Right to Repair movement.

In response to the tabling of Bill 29, AIA Canada president J.F. Champagne said, “Québec will be a winner on all fronts: in addition to effectively fighting planned obsolescence and encouraging the repair of the automotive properly, it will ensure a plurality of services and freedom of choice for Québec consumers as well as the promotion of healthy competition and competitive prices in the auto repair market.

“It will also enable approximately 90,900 employees who work in the industry to lend their skills to the electrification of transport,” he said.

REGIONAL NEWS | ALTANTIC

In a show of appreciation for years of dedication, CARSTAR congratulated its Atlantic Canada zone director, Dave Meery, on his twentieth anniversary with the company in June.

For the past two decades, Meery has been at the helm of a market that has grown from three collision centres to 34 locations, with CARSTAR attesting that “his two decades of expertise and support of CARSTAR Canada have truly been invaluable,” according to the company’s post on LinkedIn.

COMING SOON

Tesla signed a lease on a 60,000 sq.-ft. building in Dartmouth in March, prompting expectations that the OEM will build its first Atlantic Canadian service centre in the city just outside Halifax.

All Nova Scotia first reported the news, and a representative for real estate firm Avison Young confirmed that Tesla will be occupying the building at 236 Brownlow Avenue.

If the facility occupies the full 60,739 sq. ft. suggested in the lease listing, it would measure up to the Tesla showroom under development in Hamilton, Ontario, which is set to ring in at 60,000 sq. ft.

The building requires extensive renovations but, when complete, will feature a showroom, service area and office space for employees. Tesla currently services vehicles through mobile service offerings and through a lease of three service bays at Tesla-certified collision centre Chapman Autobody. There are about 850 Teslas on Nova Scotian roads, Drive Tesla Canada estimates.

Québec Minister of Justice Simon Jolin-Barrette proposed Bill 29.

Join Collision Repair in congratulating Dave Meery of CARSTAR Canada on 20 years of excellent work in Atlantic Canada and beyond!

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KECO’s L2E is the most comprehensive glue pull repair system available to bodyshop technicians. This system includes the industry’s best lifting tools, a powerful KECO shop light, and GPR tool cart. This is the only option for those looking for a complete GPR solution to improve shop efficiency. Finish your repairs fast with minimal, if any, body filler. Tools are easily stored and organized on the cart while the TabPrints organizer keeps your tabs arranged and ready to pull.

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The Central Dust Extraction System from Eurovac is said to be ideal for keeping air quality high for up to eight users sanding at the same time. This system can be set up with a microswitch to start and stop while its pumps and separators are designed to run continuously with little maintenance required. The Central Dust Extraction System also comes with cartridge filters, automatic compressed air pulse jet cleaning and primary cyclonic separation with an induction motor of 20,000-hour rating. This system has 5HP, 10HP and 20HP, 220, 440 or 575-volt three-phase induction motors and regenerative blowers available. For more information please call at 800-265-3878 or email at info@eurovac.com.

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Spanesi®’s PULL UP! Repair Systems offer the flexibility any collision repair facility needs to accomplish cosmetic and structural repairs. The PULL UP! incorporates various size suction cups and glue to restore the shape of damaged steel and aluminum panels. Repairs are performed using slide hammers or an optional electro-puller tool. The PULL UP! comes in Light, Standard, and Full packages. Each package is designed to meet the rigorous requirements of collision repair professionals.

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CANADIAN COUNCIL

OF COLLISION REPAIRERS

MEETING MINUTES

CCCR discusses time study and in-person meeting

The Canadian Council of Collision Repairers (CCCR) recently held a virtual meeting discussing the group’s ongoing time study, its plans for the first in-person meeting, and nationwide profitability.

The CCCR is a group of collision repairers working together to improve their businesses and the entire collision repair ecosystem. The meeting aimed to emphasize the organization’s commitment to upholding professional standards, providing advocacy and support, and fostering progress and efficiency for collision repair shops to thrive.

Co-Chair Kelvin Campbell of Halifax, Nova Scotia, opened the meeting with a reminder that the goal of the CCCR is to work in harmony with other components of the collision repair economy, such as vendors, paint companies, insurance companies, and suppliers.

“This is all about how we can make and improve our businesses. This is not a vendor bash show,” said Campbell. “We are focusing on being data-driven and we’re going to be able to put our minds together to help improve profitability across the board.”

Shawn Stenson of Kingston, Ontario, introduced the lineup of speakers, each of whom had the floor for approximately five minutes to share their insights and recommendations on various topics.

One crucial aspect highlighted during the meeting was the provision of certain services for free or without consideration of their actual cost. While the intention might be to provide exceptional customer service, participants were urged to be aware of the potential financial losses incurred. Specific examples, such as pre-washing, washing upon arrival, and detailing at the

Job costing emerged as a recurring topic of discussion. Participants were reminded that failing to properly cost each repair order could lead to missed revenue. Emphasis was placed on the importance of job costing for every single repair order to ensure profitability.

Kevin Carlaw of Peterborough, Ontario, addressed the challenges and issues related to estimating tables, such as discrepancies, inaccuracies, and inconsistencies. He opened the floor for suggestions and potential solutions from other members.

end, were cited as services that are currently offered for free.

Wade Bartok of Vancouver, British Columbia, gave a progress report on the CCCR’s ongoing time study project that aims to measure the actual time required for various repair tasks and compare them with the industry standards. He also sought new volunteers to participate in the project and discussed future guidelines for data collection and analysis.

Dustin Hutten from Fergus, Ontario, spoke about the challenges and opportunities facing the collision industry. He expressed his excitement about working together with other repairers to promote positive change and improve their businesses. He highlighted one of the major issues in the industry: the technician shortage. He said that this was affecting their capacity and productivity, and suggested some ways to attract more people to the collision repair career path.

“We need to make sure that the salaries are competitive to other trades,” said Hutton. “We need to get into the local high schools and show them what the collision shops today look like and why it is a good career path. We have cleaned up and evolved from the old traditional bodyshop.”

Shawn Stenson presented an overview of the Society of Collision Repair Specialists (SCRS)

the goal of the CCCR is to work in harmony with other components of the collision repair economy, such as vendors, paint companies, insurance companies, and suppliers.

study findings on full refinish blend time in the United States. He explored how these findings may apply to the Canadian context and how they could help Canadian repairers get fair compensation for their work.

Education and data-driven decision-making were key themes throughout the meeting. Participants acknowledged that the collision repair industry is rapidly evolving due to technological advancements. To stay ahead, they stressed the need for continuous education and access to good, clean data. Gaining insights into industry trends and best practices will enable businesses to make informed decisions and improve their overall operations. Staying updated on proper repair procedures and evolving technologies is crucial to meeting customer demands and ensuring quality repairs.

Nadia Mamone of Waterdown, Ontario, shared

her insights on invoicing practices for paint materials and ground coats. She highlighted the importance of documenting and charging for all materials used in the repair process. She also offered some best practices and recommendations for invoicing paint materials and ground coats.

Jeff Pabst of Toronto, Ontario, discussed the latest trends and developments in EV repair procedures. He shared some tips on how to maintain and charge EV batteries safely and efficiently. He also talked about how to research OEM procedures, set up benches, and measure vehicles.

The meeting concluded with a Q&A session where members asked questions and shared their feedback on the topics covered. The CCCR also announced its plans for holding its first in-person meeting later this year. Tentative date is October 14, 2023, in Toronto, Ontario.

The CCCR’s mission is rooted in reflecting the highest professional standards within the industry. To achieve this, the group offers advocacy, inspiration, knowledge, and the necessary tools to enable progressive shops to succeed. The organization is keen on identifying and prioritizing business concerns and issues, facilitating education and information sharing, and providing constructive solutions for its members.

Overall, the CCCR’s approach to progress and respect was emphasized as a core value. The organization aims to build a strong foundation, fostering trust among business partners and consumers. The meeting’s participants, representing some of the top-performing shops in the industry, demonstrated their dedication to promoting professionalism, education, and progress within the Canadian collision repair industry.

A COMPLAINT ON COMPLAINTS

There’s good and bad in every comment

By ALLISON ROGERS

Humans are hard-wired to complain. Even the brightest of optimists will gripe on occasion. Some doctors suggest that humans complain in excess because of significant gaps between their expectations and reality. It’s a classic tale: expecting a masterpiece and getting a mess; anticipating a diamond and getting cubic zirconia. We’ve all been there.

Some people are chronic complainers—and they know it. Others are not as keenly aware of their own actions. But sometimes—and all of us can be guilty of this—we just don’t realize how much damage our complaints can do.

way to nix motivation in any business.

If they seep through the cracks of your business, your employees’ complaints can do serious damage to your company’s reputation. Not everything stays between the walls of the workplace, no matter how much you trust your team. If complaints or any internal issues slip out to your customers, your organization’s entire image is at risk. Notoriously, public images aren’t all that easy to clean up. Avoid the headaches later by addressing issues and stopping complaints at the source.

But complaints can’t be seen as all bad. Scientists also say that complaining is a key component to community. If two or more

complaints can’t be seen as all bad.

It’s no secret that constant negativity and dissatisfaction leads to an overwhelmingly toxic atmosphere. Think about how exhausting it would be to hang out with a friend that did nothing but complain. You share the details of a delicious take-out dinner you got last week; they counter your blissful remembrance with a story of stale cereal they ate for breakfast. You rave about your new favourite show; they switch it up and tell you how awful the movie they saw last week was. No one wants to hang out with a storm cloud—and few are keen to work alongside one, either. That’s a sure-fire

people are mutually dissatisfied by something, they have something to connect them. To elaborate: if you, as a decision-maker in your workplace, are aware of some frequent or repetitive complaints, your team clearly feels comfortable enough to be transparent with you.

Use this opportunity as a chance to address tension or unresolved conflict to avoid strained relationships, decreased collaboration and, ultimately, dwindled productivity. A happy, listened-to crew works better than a team that’s grimacing through the pain of being at work.