Collision Repair 10#1

Shape Up! Our special on frame repair.

Taking It to The

NEXT LEVEL

Grant Ryan and Chris O’Neill have ambitious plans for Fix Auto St John’s.

Join the Illuminati

Better booth lighting, less electricity.

Volume 10 Number 1 l $4.95

Young Guns Getting and keeping young talent in your facility.

>> PLUS 10 tips for

maximizing profits, Concours~ CSN breaks ground on a new location, and the king of the urban jungle.

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

Perfectly Green!

Value, versatility and eco-friendly results

Onyx HD® Waterborne Green is everywhere these days—but with Onyx HD it’s never been simpler to make a positive impact while providing that perfect finish.

Going green isn’t just about helping to preserve rain forests, it can also mean padding your bank account.

Onyx HD Waterborne process times are 10 to 50 percent faster than the competition; and we all know that time is money.

Being profitable, providing perfect results and saving the planet, too? Why wouldn’t everyone switch to Onyx HD? For more information on all the important details visit:

www.basfrefinish.com 1.800.825.3000

Perfection made simple

CONTENTS

ON THE COVER Volume 10 Issue 1, March 2011

35

35 THE NEXT LEVEL Grant Ryan and Chris O’Neill have ambitious plans for Fix Auto St John’s.

FEATURES 07 AROUND THE WORLD How many Brits does it take to fix a car? Find out.

16 10 TIPS FOR MAXIMIZING PROFITS How you can make a killing by tweaking prices.

26 THE INSURANCE-DRIVEN CAR How insurance is impacting vehicle design, and what it means for repairs.

28 PARTS? CHECK. One Canadian company is trying to take the pain out of parts procurement.

31 YOUNG GUNS Attracting young talent to your facility.

Then making sure they don’t quit.

38 FULL SPEED AHEAD Carole Pichette is helping bring Autos Martel and Héroux into the modern era.

Grant Ryan and Chris O’Neill from Fix Auto St John’s.

40 TRAINING MAP Industry training dates for March/April.

43 SHAPE UP!

12

The state of frame repair.

JOINING THE ILLUMINATI Budds’ Collision Services’ top-tobottom lighting makeover.

22 KING OF THE URBAN JUNGLE After more than half a century, Lyons Auto Body is still adapting.

ON THE COVER: Photos by Gerry Boland.

YOUR ONLINE SOURCE

Grant Ryan and Chris O’Neill have ambitious plans for Fix Auto St John’s.

Volume 10 Number 1

l

$4.95

Young Guns Getting and keeping young talent in your facility.

>> PLUS 10 tips for

maximizing profits, Concours~ CSN breaks ground on a new location, and the king of the urban jungle.

Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632

DEPARTMENTS 04 PUBLISHER’S PAGE by Darryl Simmons Good Times.

Dear Mr No...

50 PRAIRIE VIEW by Tom Bissonnette

Taking It to The

Next LeveL

Join the Illuminati

Repairing tomorrow’s vehicles without voiding warranties or getting someone killed.

48 POINT BLANK by Sam Piercey

Shape Up! Our special on frame repair.

Better booth lighting, less electricity.

46 FIXING FOR THE FUTURE

Canada’s collision repair information resource.

New articles and top news stories daily.

Visit collisionrepairmag.com.

86 John Street, Thornhill ON L3T 1Y2

collisionrepairmag.com

HAVE YOUR SAY We welcome your comments on anything you see in Collision Repair magazine. Send your feedback to editor@collisionrepairmag.com.

Commitment.

52 WHO’S DRIVING? by Jay Perry How’s It Going?

54 RECYCLING by David Gold Service 101.

58 LAST WORD by Joe Rayment Easy Answers.

MARCH 2011 COLLISION REPAIR 03

PUBLISHER’S PAGE

GOODTIMES Make sure you’re still planning for the future.

By Darryl Simmons

A

s I write this, we’re right in the middle of exactly the sort of winter that most of us grew up with.

We’ve had two mild winters in a row, right in the middle of a recession, and the collision repair industry certainly has a use for all of that white gold falling from the sky.

It’s not just the world outside my w i n d ow, e it h e r. Stor ms h ave h am mered the Maritimes, Calgary has hit record low temperatures (and that’s

staff ’s training and the customer’s future.

For the last few years, a lot of facility owners and techs have been worried about what’s going to happen.

For the last few years, the insurers have been a lot less worried, because they’ve had it pretty good. Claims have been down, and they’ve been able to leverage the price point because repairers need the volume they can supply.

It’s a pretty simple equation. Swing more volume to a facility, and you’ll get a better price.

TRAINING IS LIKE FARMING. YOU GET MORE OUT THAN YOU PUT IN. really saying something), and the TransCanada Highway was closed west of Winnipeg.

Outside the skies may be a little on the grey side, but things are starting to lighten up again in the world of collision repair.

There’s not one single collision facility that I’ve talked to that has complaints about volume.

I’m not saying every thing is going to be peachy keen from here on in, but I’ve heard a lot of facilities say they’re full or at nearly full capacity.

If the weather continues like it has been, we might start to see something like the situation out in Calgary a few years back, when shops were turning away business and getting your car fixed meant going on a waiting list.

When you have a full facility, you have the luxury of picking and choosing who you will want to deal with.

I can’t speak for you, but if I were a betting man, I’d risk money that you probably want to deal with customers, either private pay or insurer, who treat you well, treat you fairly, and respect your decision to invest in your equipment, your

Depending on outside sources to keep giving you volume is risky. The best way to ensure that cars keep coming in the door is to do the best possible job.

Training is the key to a long and productive future for you and your facility. If you haven’t taken a look at our training website, trainingmatters.ca, then I urge you to check it out.

It’s a virtual Yellow Pages of collision repair and automotive refinish training, and it’s available whenever you need it.

We’ve talked about this at length, but it still bears repeating. Those who do it right will survive. Not only survive, in fact, but thrive.

Investing in the future is kind of like farming. You don’t get immediate results, and it costs you something to put the seed in the ground. But when it comes time to harvest in the spring, you get more out than you put in. CRM

04 COLLISION REPAIR COLLISIONREPAIRMAG.COM

PUBLISHER DARRYL SIMMONS (905) 370-0101 publisher@collisionrepairmag.com EDITOR JOE RAYMENT editor@collisionrepairmag.com ASSISTANT EDITOR MEGAN NG megan@mediamatters.ca ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com DESIGN ASSISTANTS NICOLE GYNGA, NIKOLAY KOLESNIKOV COLUMNISTS DAVID GOLD, JAY PERRY, SAM PIERCEY, TOM BISSONNETTE VP INDUSTRY RELATIONS GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com VP DIGITAL MEDIA JOE PLATI (647) 669-2625 jplati@mediamatters.ca SUBSCRIPTION One-year $24.95 / Two-year $35.95 Collision Repair ™ magazine is published bi-monthly, 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 with out 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, statements appearing in this publication are those of the writers and editors themselves, and are in no way to be construed as statements, positions or endorsements by the publisher.

PRINTED IN CANADA ISSN 1707-6072 CANADA POST CANADIAN PUBLICATIONS MAIL SALES PRODUCT AGREEMENT No. 40841632 RETURN POSTAGE GUARANTEED Send change of address notices and undeliverable copies to: 86 John Street Thornhill, ON L3T 1Y2

Collision Repair magazine is published by Media Matters Inc., publishers of:

Trainingmatters.ca T H E T RA I N I N G P O RTA L F O R C O L L I S I O N R E PA I R

magazine

POWERED BY

Products Change High Standards Don’t DuPont provides the full Low VOC system to meet all of your refinishing needs.

DuPont™ Cromax® Pro waterborne basecoat can speed up your operations and increase productivity, without compromising the quality of work you demand.

With 1.5 coat coverage, wet-on-wet application and no flash time between coats, DuPont™ Cromax® Pro can help you reach your operational goals. It’s part of a proven integrated range of DuPont Refinish products.

A full range of primer and clear coats are available to complement Cromax® Pro for excellent results. Each of the new products has been designed to meet the challenges you face everyday in your shop.

To learn more about increasing your productivity, call your local DuPont Representative or speak with a DuPont Customer Care Representative at 1.800.668.6945.

The DuPont Refinish Logo, DuPont™ and all products denoted with ™ or ® are trademarks or registered trademarks of E. I. du Pont de Nemours and Company or its affiliates.

DuPont Canada is a licensee. © Copyright 2011 DuPont Canada. All rights reserved.

FEATURES

C

ollision repair isn’t universal. The fundamentals are the same—we all want a vehicle to come back from a repair as good as new—but the standards, procedures and practices vary widely depending where and when the vehicle gets repaired.

As a result, different markets can look like parallel collision repair universes—a view into how it would look if we did things a little differently. All of which can tell us a lot about what we’re doing, and how we should be doing..

!

W NE

www.anestiwata.com

distributed by: ASET (Automotive Spraying Equipment Technologies) 800-628-5449 MARCH 2011 COLLISION REPAIR 07

FEATURES

Around the World

Australia The relationship between collision repairers and insurers has improved dramatically since a low point

about five years ago. Tensions do remain, however.

I n s u re r s a re re p o r t e d l y steering customers more than

ever by implying only work done by certain approved facilities will be covered b y c u s t o m e r ’s i n s u r a n c e policies. This contradicts Australian consumer’s rights.

At the same time, the insurers are using that control o v e r c o n s u m e r s a s l everage against collision repair facilities.

On the collision network front, there has some consolidation in the Australian industry. This has mostly been limited to groups of two or three facilities, however. Many repairers down under remain, in the words of Australia’s Body Shop News, “stubbornly independent.”

China There are more than 100,000 collision repair facilities in China.

In 2009, vehicles sales in China outpaced every other country on the planet, and they’ve still only scratched the surface of what experts predict is the upper cap of the market.

There are 45 million passenger vehicles on the road in China today and a potential for up to 450 million by the time the market tops out.

directly by certain dealerships. Such dealerships are required to have maintenance and collision repair facilities on site. A reverse from much of the collision repair world, these facilities have a great deal of leverage when dealing with insurers because every one would like to have their policies available at the dealership level.

Legally, Chinese drivers can’t leave the showroom without vehicle insurance, which can be provided

With all the growth in the Chinese automotive sector, collision repair is becoming a larger and larger business. As this sector matures, training will remain a challenge in China, with both estimators and technicians.

France

India

According to the most recent data available, French insurers total about 4 millions vehicles a year. Serving that sector are 9,650 collision repair facilities, approximately 20 per cent of which are affiliated with eight independent networks. Interestingly, dealerapproved facilities control 55 per cent of France’s collision repair market. Much of the collision work that the collision industry does is controlled by the insurers.

France is expecting to adopt an industry-wide stand a rd s o o n , w h i c h m a y b e a combination of the UK’s

The insurer-repairer relationship in India is complicated, to put it mildly. It’s common practice for the repairers to high-ball estimates and let the insurers negotiate the price down. Within that dynamic, some adjusters will supplement their incomes with bribes from the shops, further complicating the transactions.

Until recently, insurance was offered primarily as a brand-specific solution at the dealership. Insurance companies acted only as underwriters for the deals. In the last few y e a r s i n s u re r s h a v e b e e n taking a more active role in the process, increasingly trying to

PAS125 system and the European Eurogarant. A new network association has recently come together with the primary task of putting this new standard on the market in the near future. The eight independent repair networks operating on the market are already members of this association.

08 COLLISION REPAIR COLLISIONREPAIRMAG.COM

direct work back to approved facilities (which are usually dealership associated).

Most collision repair facilities are connected to dealerships.

Interestingly enough, the dealerships derive the majority of their profits from their repair businesses, not car sales.

SELL MORE PARTS 24/7

An advanced e-commerce solution brought to you by Hollander and eBay® Motors.

Hollander e-Link™ Buying and Selling of recycled parts online has never been easier.

Selling parts via Hollander e-Link is cost effective—I don’t have to pay for listings... I only pay when a part is sold!

Michelle McMasters, Sales Manager, Bill Smith Auto Parts

*13 million unique visitors per month

No listing fees, pay only when you sell Sell Part 24/7, 365 days a years Fully Integrated with Powerlink® - Hollander’s comprehensive yard management system

© 2010 Audatex North America, Inc. Hollander and Powerlink are registered trademarks of Audatex North America, Inc. Hollander e-Link is a trademark of Audatex North America, Inc. eBay is a registered trademarks of eBay Inc. (*Comscore, December 2009)

Call Today!

800-825-0644

www.hollandersystems.com

FEATURES

Russia Until 2008, Russian repairers commonly had a backlog of jobs as long as six months. This changed this has changed dramatically in the last few years, likely due to a fall in vehicle sales, and today repairers’ wait lists are measured in weeks instead of months. As a result, they’re now more willing to negotiate prices with insurers, shifting the power balance in the direction of insurance companies.

Increasingly, Russian insurers have been experimenting with steering customers to approved collision repair facilities. This is move is powered by western insurers, who are trying to introduce a more systematic approach to collision repair work.

United Kingdom Collision repair networks are a hot topic in the UK currently. These “affinity groups” range in form from regional collectives aimed at maintaining insurance relationships to nation-wide organizations of more than 150 member facilities.

In addition to this, the number of collision repair facilities continues to fall in the UK. The total is currently hovering a little above 5000. The decline has been relatively slight in the last few years, but is still dramatic when you consider that there were 9000 facilities operating in the UK as recently as 2001.

The other major issue affecting the industry is the

PAS125 industry standard. There are currently about 700 facilities with the Thatcham/BSi Kitemark (which indicates compliance with the standard). The insurance industry in particular has been very supportive of the standard. Allianz, Aviva, AXA, Chaucer, Esure, RBS and Zurich, which between them represent around 55 per cent of the UK motor insurance market, have all made the Thatcham/BSi Kitemark a condition of their approved repairer contracts. This has helped give the standard the support it needs to gain traction in the industry.

The United States Both collision repairers and insurance companies have been making an increased push for efficiency and profitability. This is in part due to continuing challenges from the economy at large. The results have been positive in some cases. For example, insurers are now covering a wider range of processes to more accurately account for touch time. In other cases, predictably, there are growing tensions with regards to compensation, particularly around adequate materials usage.

Advances in technology have required facility owners to step up training for their staff. In this area, information providers, vendors, vehicle manufacturers and organizations such as I-CAR

10 COLLISION REPAIR COLLISIONREPAIRMAG.COM

have been helping the industry stay up to speed with the latest practices and procedures.

Recently facilities have had relatively little problem attracting qualified talent. The number of facilities has continued to decline while the pool of available technicians has gone up—there are often more technicians than vacancies in the industry.

Rotary Screw Reciprocating Piston Air Dryers Air Filters 5HP to 100HP

RELIABLE EFFICIENT QUIET CANADIAN FROM DEVILBISS TO DEVAIR TO DV SYSTEMS THE NO. 1 BRAND NAME IN CANADA DV SYSTEMS has been manufacturing air compressors in Barrie, Ontario since 1954

Phone: 1 800 668 8558 Email: sales@dvsystems.ca

www.dvsystems.ca

builtbetter

AIR COMPRESSORS

FEATURES

The secret to saving money on the electricity bill without giving up good lighting.

By Joe Rayment

L

The old guard If you haven’t replaced your lights in a while, you’re probably using a combination of fluorescent, high-output fluorescent and/or metal halide lighting to illuminate your main production areas. These systems usually draw in the areas of 140, 252 or 450 watts respectively.

“There are certain issues with the older types of lighting systems,” Schultz said. Both T12 fluorescent and metal halide lighting lose light output as they age (much more so with metal halide). The longer they run, the dimmer they get. After three or four years, they’ve lost up to 70 per cent of their original light output. Worse yet, as they fade the colour of the light shifts from white to pink, blue or green. The results can look like a dim Christmas tree.

The new lighting system on the production floor at Budds’ Collision Services.

The new order For the production floor you want high output and consistent colour. “Good light is half the work,” Schultz said. In the spraybooths, you need high light levels as well as true colour to match the original paint on the vehicles.

For Budds’ production floor, Capital installed an extended performance T8 fluorescent high-bay lighting system. These lights run at about 216 watts compared to the 450 total wattage 12 COLLISION REPAIR COLLISIONREPAIRMAG.COM

of the fixtures they replaced. Aside from the 52 per cent energy savings, the new lighting design has a much higher CRI (colour rendering index) with only a minor lose of illumination over time and no colour-shift. The new extended performance T8 fluorescent lamps will last twice as long as the metal halide, which can also be a real benefit for those hard to reach fixtures.

Above photo of lightbulb courtesy of Sun Ladder (own work) [CC-BY-SA-3.0 (www.creativecommons.org/licenses/by-sa/3.0)], via Wikimedia Commons.

ighting has come a long way in the past ten years. It’s now possible to get better, more accurate lighting with a fraction of the power consumption. The only problem is that most collision repair facilities were built before these solutions were affordable or when electricity rates were a lot lower. Given the industrial-strength lighting you need for a high- or medium-traffic collision repair facility, it’s not always as simple as replacing the bulbs. You need to do your homework.

So, after Collision Repair columnist Sam Piercey’s rave last issue about the new lighting system at Budds’ Collision Services, we decided to sit down with Capital Energy Systems’ Michael Schultz— whose company did the work at Budds’—to get some tips.

FEATURES

16-18th May 2011 Hotel Arts Barcelona, Spain

The specialists You should illuminate an area according to how you use it. With this in mind, you may be able to find noticeable savings in the break room with the use of motion sensors. When you’ve installed them, the lights will stay on during lunch and break times, or whenever there’s someone in the room, and switch off when people leave the room.

All the on and off cyclers will diminish the bulbs’ life spans, but since the lamps are not particularly expensive or specialized, the energy savings will more than make up for re- The new lamps in Sam’s spraybooth consume half the power while placement costs. outputting higher quality light.

Pay attention to what you use different areas for and you may be able to find some simple savings. You’ll want your spraybooths bright and white, for example, but you don’t need to spend the same money on storage areas or stairwells.

Consolidated power The Budds’ appraisal office used to have 50 watt MR16 halogen bulbs.

“You see them on track lights and little tiny pot lights everywhere,” Schultz said. “They’re really hot and glarey.” They replaced the halogens with 7 watt LED lamps. The LEDs give off a nice white light, produce almost no heat, and last about 60 times longer than the halogens. They’re still a little pricey but the energy and maintenance savings make it a worthwhile upgrade.

The outsiders The lights in your parking lot help with your security situation and present a good public image for the business, particularly if you have a dealership component to the business.

“Unfortunately, metal halide still has its purposes for outside use,” Schultz said. “We haven’t really got a flood light that can give enough punch to illuminate the grounds or handle the extreme cold.” They will still fade and shift in colour as they age, but there are a few tricks for keeping them up to snuff. First and foremost, replace all the bulbs on a regular schedule about every two years, not one at a time as they burn out. This will maintain a high light output and prevent dramatic colour-shift. It will keep the lot looking consistent and give you a periodic “good as new” boost in brightness.

For the Budds’ projects, Capital had an added bonus for the outdoor lights. It has a proprietary control system computer for the parking lot lighting that turns them all on during business hours and then turns off half the fixtures on each pole after business hours. The next day, the computer will turn off the opposite half to maintain “even” light levels throughout each fixture. Budds’ has just one computer but it can send signals to the parking lots at their other neighbouring dealerships through an RF antenna system. It saves electricity and doubles the life of the lamps and ballasts. CRM

20/20 vision IBIS brings together collision repair leaders and influencers from all sectors of the industry and all over the world to discuss issues, exchange ideas and share information on a global stage.

If you need 2o/20 vision on the future of the collision repair industry, and you want to get together with the people who will be making it happen, then you should be at IBIS 2011.

Reserve your place today... call Nicki Cooke on +44 (0) 01296 642826 nicola@ibisworldwide.com IBIS 2011 is sponsored by

If you’d like to contact Capital Energy Systems directly you can reach them at 416-840-0656.

MARCH 2011 COLLISION REPAIR 13 IBIS 2011 draft ads.indd 1

04/02/2011 16:12:50

Advertisement

CSN Collision & Glass

Welcomes Its Newest Members

Ravenhorst Moto rs Ltd. ~ CSN

For over 55 years and through 3 generations, Ravenhorst Motors Ltd. ~ CSN has been providing Brockville, Ontario vehicle owners’ with exceptional quality in collision repair and excellent customer service. Owner and Operator, Rick van Ravenhorst feels that it is important to be connected beyond the local region of Brockville by “being part of a network of likeminded shops.” Hence, his reason for joining CSN Collision & Glass: “CSN offers everything we have been looking for to help guide our business in the near and distant future.”

Ken Frie sen Con cou rs Col lisi on

Cro wf oot CSN ~

Base line Colli sion Rep airs

Morinville Auto Body ~ CSN

~ CSN

Heading West to Sherwood Park, Alberta, Bruce Gordon from Baseline Collision Repairs ~ CSN joined The Network of Collision Repair Facilities to “gain further knowledge and share ideas within the collision community across Canada.” Bruce strives to continuously improve the industry and the relationships that exist amongst the many players within it. Bruce feels strongly that being part of CSN Collision & Glass helps enforce steps taken to better the status quo.

Steve Hammond, owner of Morinville Auto Body ~ CSN is now proud to be part of a “network of shop owners who continue to be leaders in an ever-changing industry.”

Hammond also believes there is great benefit to standing strong in one’s smaller marketplace while contributing to an overall national presence. Congratulations to Hammond and Morinville Auto Body ~ CSN for being a Morinville Chamber of Commerce nominee for the best medium-size business of 2010!

CSN is proud to introduce 2 new locations in Calgary, Alberta. Concours Collision Crowfoot and Concours Collision South have both become members of CSN Collision & Glass.

For 30 years, Friesen not only built 2 successful collision repair centres, he has also been a dedicated contributor to the overall improvement of the Canadian collision repair industry. From his desire to instill continuous improvement processes at the shop level to participating at the top levels within some of the industry’s renowned organizations, Friesen was the first chairman for CCIF and a past president of the ASRA. Friesen has also been the recipient of numerous awards for his leadership, dedication and outstanding contribution toward the betterment of the collision repair industry including the Coyote Vision Group Excellence Award and the Commitment to Excellence Award voted by the Canadian Manufacturing and Exporting Association.

In response to his reasons for joining the network of collision repair professionals, Friesen believes that “in today’s marketplace, working together is essential in continuing to grow and develop our business. CSN represents the people that I want to move forward with in our quest for continuous improvement.”

CSN Members Give

L-R: Nicky Smith and Jean Cremer of Strathcona Women’s Shelter and Bruce Gordon, owner of Baseline Collision ~ CSN.

Sherwood Park, Alberta - December 3, 2010 - Bruce Gordon of Baseline Collision ~ CSN presented a fully repaired Grand Prix to a very emotional lady with three young children.

This donation of labour, time and money is not the first for Gordon – 2010 makes the 6th consecutive year where Baseline Collision ~ CSN has sourced, repaired and supplied a vehicle to a single mother in need from Sherwood Park’s Strathcona Women’s Shelter.

New Glasgow, Nova Scotia – December 22, 2010 – Family in need receives ultimate Christmas present from Herron GMC. Each year the collision repair industry comes across cars that are “written off”. Often these are vehicles that just need some minor mechanical and body work to get them road ready and perfectly safe to drive. “Because we believe these cars are going to waste when there are people who really need them, we decided to do something about it” said Bob Withers, Service Manager at Herron. “This is our first time organizing a benevolence program and we hope to make this an annual event.”

Herron GM and Atlantic Car Choice Collision ~ CSN partnered with United Way of Pictou County to help identify a family in need of a reliable Herron United Way Group vehicle. Herron GM and Atlantic Car Choice Collision ~ CSN have also partnered with Johnson Insurance, who are providing auto insurance, Akzo Nobel supplied the paint and clear coat, Andy’s Tire has donated a set of new tires, Apple Auto Glass installed a new windshield, and Blenkhorns Auto Recyclers, 3M and NAPA Auto Parts have donated body and mechanical parts.

Confidence.

Join the right network of leading collision repair facilities.

Make the right decision – with confidence. CSN Collision & Glass is a network of highly qualified collision repair facilities across Canada. Your facility benefits from national presence and insurance business, while maintaining community independence.

CSN Members are hand picked as a result of their individual quality standards. To join a leading network of like-minded repair facility professionals, contact 1-866-400-4CSN (4276).

Confidence. Trust. Integrity. www.csninc.ca

FEATURES

1TO0BE T TER TIPS

G N I C PRI

By Rafi Mohammed, Ph.D

Start generating new profits and growth tomorrow morning.

P

ricing is one of the most powerful—yet underutilized—strategies available to collision repair companies. A McKinsey and Company study of the Global 1200 found that if companies increased prices by just 1 per cent, and demand remained constant, on average operating profits would increase by 11 per cent. Using a 1 per cent increase in price, some companies would

see even more growth in percentage of profit: Sears, 155 per cent; McKesson, 100 per cent; Tyson, 81 per cent; Land O’Lakes, 58 per cent; Whirlpool, 35 per cent. Just as important, price is a key attribute that consumers consider before making a purchase. The following 10 pricing tips for non-insurance work and add-ons that can reap higher profits, generate growth, and better serve customers by providing options.

STOP MARKING UP COSTS. The most common mistake in pricing involves setting prices by marking up costs (“I need a 30 per cent margin on parts”). While easy to implement, these “cost-plus” prices bear absolutely no relation to the amount that consumers are willing to pay. As a result, profits are left on the table daily.

SET PRICES THAT CAPTURE VALUE. Manhattan street vendors understand the principle

U A L

E

16 COLLISION REPAIR COLLISIONREPAIRMAG.COM

E

Every company should have a value statement that clearly articulates why customers should purchase their product over competitors’ offerings. Be specific in listing reasons…this is not a time to be modest. This statement will boost the confidence of your front line so they can look customers squarely in the eye and say, “I know that you have options, but here are the reasons why you should give us your business.”

A L U

V

CREATE A VALUE STATEMENT.

V

of value-based pricing. The moment that it looks like it will rain, they raise their umbrella prices. This hike has nothing to do with costs; instead it’s all about capturing the increased value that customers place on a safe haven from rain. The right way to set prices involves capturing the value that customers place on a product by “thinking like a customer.” Customers evaluate a product and its next best alternative(s) and then ask themselves, “Are the extra bells and whistles worth the price premium (OEM vs aftermarket) or does the discounted stripped down model make sense. They choose the product that provides the best deal (price vs attributes).

FEATURES

REINFORCE TO EMPLOYEES THAT IT IS OKAY TO EARN HIGH PROFITS.

I’ve found that many employees are uncomfortable setting prices above what they consider to be “fair” and are quick to offer unnecessary discounts. It is fair to charge “what the market will bear” prices to compensate for the hard work and financial risk necessary to run the business. It is also important to reinforce the truism that most customers are not loyal—if a new repair facility offers a better value (more attributes and/or cheaper price), many will defect.

REALIZE THAT A DISCOUNT TODAY DOESN’T GUARANTEE A PREMIUM TOMORROW. Many people believe that offering a discount as an incentive to try something out will lead to future full-price purchases. In my experience, this rarely works out. Offering periodic discounts serves price-sensitive customers (which is a great strategy) but often devalues a service or product in customers’ minds. This devaluation can impede future full-price purchases.

UNDERSTAND THAT CUSTOMERS HAVE DIFFERENT PRICING NEEDS. In virtually every facet of business (product development, marketing, distribution), companies develop strategies based on the truism that customers differ from each other. However, when it comes to pricing, many companies behave as though their customers are identical by setting just one price for each product or service.

The key to developing a comprehensive pricing strategy involves embracing (and profiting from) the fact that customers’ pricing needs differ in three primary ways: pricing plans, preferences and valuations. Picka-plan, versioning, and differential pricing tactics serve these diverse needs.

PROVIDE PICK-A-PLAN OPTIONS. Customers are often interested in a service but refrain from opting in simply because the pricing plan does not work for them. A pick-a-plan strategy activates these dormant customers. New pricing plans attract customers by providing options, mitigating uncertain value, offering price assurance, and overcoming financial constraints.

You can gain customer loyalty and enhance profits by offering “all you can use” options. A flat price for a year of ding repairs or buffing can generate new profits as well as engender repeat business, for instance.

PLAN

OFFER PRODUCT VERSIONS. One of the easiest ways to enhance profits and better serve customers is to offer good, better and best versions. These options allow customers to choose how much to pay. Many gourmet restaurants offer early-bird, regular, and chef’s-table options. Price sensitive gourmands come for the early-bird specials while well-heeled diners willingly pay an extra $50 to sit at the chef’s table.

It’s similar in collision repair—some customers will pay more for the “chef’s table” premium service. Up-sells work well with insurance repairs as well: “Your car is already in for insurance repairs. We can fix these other issues at a low incremental cost.”

IMPLEMENT DIFFERENTIAL PRICING. For any product, some customers are willing to pay more than others. Differential pricing involves offering tactics that identify and offer discounts to pricesensitive customers by using hurdles, customer characteristics, selling characteristics, and selling strategy tactics. For example, customers who look out for, cut out, organize, carry, and then redeem coupons are demonstrating (jumping a hurdle) that low prices are important to them.

$

AVE! $ SSAVE! SSAVE! AVE! $ $

USE PRICING TACTICS TO COMPLETE YOUR CUSTOMER PUZZLE. Companies should think of their potential customer base as a giant jigsaw puzzle. Each new pricing tactic adds another customer segment piece to the puzzle. Normal Normans buy at full price (value-based price), Non-committal Nancys come for leases (pricing plans), High-end Harrys buy the top-of-the-line (versions), and Discount Davids are added by offering 10 per cent off on Tuesday promotions (differential pricing). Starting with a valuebased price, employing pick-a-plan, versioning, and differential pricing tactics adds the pricing-related segments necessary to complete a company’s potential customer puzzle. Offering consumers pricing choices generates growth and increases profits.

Since pricing is an under-utilized strategy, it is fertile ground for new profits. The beauty of focusing on pricing is that many concepts are straightforward to implement and can start producing profits almost immediately.

What better pricing windfall can your collision repair facility start reaping tomorrow morning?

Rafi Mohammed, Ph.D is the author of The 1 per cent Windfall: How Successful Companies Use Price to Profit and Grow (HarperBusiness).

MARCH 2011 COLLISION REPAIR 17

NEWS

GFS LAUNCHES ‘FINISHING ACADEMY’ Global Finishing Solutions recently announced the launch of their new paint booth educational resource site: the Finishing Academy.

GFS has frequently placed a great deal of emphasis on the importance of best practices in the operation and maintenance of paint booths. This resulted in the development of the Finishing Academy, a place for new painters and spray booth operators to learn the mechanics of how booths work, and the essentials needed to produce perfect paint jobs in a contaminant-free environment. It also serves as a refresher for veteran painters looking to brush up on their knowledge of contamination control and proper usage of paint booth equipment.

The Finishing Academy currently contains three training modules, titled “Spray Booth Basics,” “How to Finish in the Money” and “Building the Perfect Shop.” Visit finishingacademy.com or globalfinishing.com for more information.

RENEWIT LAUNCHES TO THE PUBLIC The folks at Renewit officially unveiled their platform to members of the Toronto Area Dealerships Association (TADA) at two town hall meeting recently. Renewit is a new service to help dealership-affiliated collision repairers in maintaining relationships with customers long after they drive off the lot. Their platform includes a mobile web appli-

cation, a call centre to handle and direct service after there’s been an accident and an arm load of other features to keep the service frontand-centre in customers’ minds. Renewit eventually plans to launch to the rest of Canada and North America. Visit collisionrepairmag.com to see a video our conversation with Renewit late last year.

COLLISION CLINIC RELEASES ITS OWN MOBILE PHONE APP Collision Clinic in St John’s, Newfoundland has just finished work on its very own mobile phone application. The app can run on both iPhones and Blackberries.

Collision Clinic has been working with Summit Mobile Solutions for about a year preparing for the release.

The app’s literature describes it as “your personal car accident emergency assistant.” Customers can download it to their phone and if they’re in an accident use it for oneclick contact with emergency services, up to three family members, their insurance company and the collision repair facility itself. If you’re interested in checking out Collision Clinic’s new venture you can download it to your phone from collisionclinic.com.

FLAT LINE SEEKING CANADIAN TERRITORY MANAGERS Flat Line Spraybooth Specialists is looking for territory managers across Canada to sell its lines of spraybooth equipment, service, maintenance and accessories.

If you’re interested you should contact Matt Gibson at mgibson@flatlinessi.com or by fax at 905-475-5600.

18 COLLISION REPAIR COLLISIONREPAIRMAG.COM

NEWS

ASSURED CELEBRATES ITS EMPLOYEES AT WINTER BLAST Assured Automotive held their Winter Blast staff appreciation night recently—fittingly enough, in the midst of a snow storm.

The evening consisted of a four course meal for Assured employees and key industry partners, interspersed with awards for specific Assured locations and employees as well as speeches from Assured president Tony Canade and CEO Desmond D’Silva.

Facilities that took home awards for the night include: • A s s u r e d M i l t o n ( c u s t o m e r s e r v i c e excellence) • Assured Downtown (sales excellence) • Assured Scarborough Centre (operational excellence) • Assured Markham (store of the year) Individual winners included: • Decade of excellence recipients: Anthanasios (Tom) Papaikononmou, Meisze Hui Rose, Vindra (Vinnie) Rampersad, Thakur Bisnauth • The Attilio Giancola lifetime achievement award winner went to Rosemary Moree

Also in attendance for the evening was CEO Desmond D’Silva’s father Jerome.

“My dad taught us to work hard,” D’Silva said. “He taught us to try our best. But he also taught us never to compromise our core values of honesty, integrity and respect. That’s why in 2010, when the automotive world was turned upside down... [that] Assured Automotive Group grew by three locations and increased our market share. Assured Automotive became bigger, it became stronger, and we continue to lead the market.”

D’Silva concluded by thanking Assured’s employees and complimenting their commitment to excellence in the field.

Top photo: store of the year Assured Markham and the Assured executive team.

Middle: Keith D’Silva, Des D’Silva, Rodney D’Silva and Lynette deSouza (back row) and parents Yvette and Jerome D’Silva (front-centre).

Bottom: Assured CEO Tony Canade addressing Assured employees and industry partners.

Ye2a0 rs

Flat Line Spraybooth Specialists Inc.

ASSURED HELPS BUILD A HOME FOR A FAMILY IN NEED

·

TSSA Certified Contractor

Blowtherm Waterborne Ready Paint Booth

SERVICES

Assured Automotive was on hand recently to help deliver a new home to a deserving family. Assured was one of the sponsors who helped Habitat for Humanity build the new home for the Solomon family.

Originally from Eritrea, Nardos Solomon arrived in Canada in 1994 with her 15 year old daughter Hanna Sebhatu. Nardos and her daughter have been living in a one bedroom apartment in Toronto that was far too small for their needs.

The apartment also had severe water damage in the bathroom and living room ceilings, inadequate ventilation and a problem with mice.

The new Habitat Toronto home will be able to aid many of the problems, as well as increasing their sense of security for the future. It will also give them a real family home for years to come.

Representatives from Habitat for Humanity and Assured Automotive were on hand to present the Solomon family with the keys to their new home. Former Toronto Argonaut Michael “Pinball” Clemons was also on at the ceremony to help celebrate the occasion.

www.flatlinessi.com

• • • • • •

Burner Tune-ups Emergency Response Spraybooth Cleaning Minor Service Visits Filters “Viledon Filter Care Program”

• • • •

M.O.E. Permit Applications Cleaning of Re-Finish Equipment Spraybooth and Prep Stations Preventative Maintenance Parts (for All Makes and Models of Refinishing Equipment)

Flat Line Spraybooth Specialists: 250 Shields Court, Markham, ON T: 905.475.5600 F: 905.475.5605

MARCH 2011 COLLISION REPAIR 19

NEWS

CONCOURS~CSN BREAKS GROUND FOR NEW LOCATION

“Our Focus is Spray Booth Filters!”

• • • •

Pit Filters Ceiling Filters Door Filters Intake Filters

We stock filters for 100s of makes and models of spray booths!

Call For your FilTer quoTe!

www.servairfilters.com Call Toll Free: (866)

Keith Hayward “The Filter Guy” Cell: 416-801-5218

402-1221

36 Armstrong Ave., Georgetown, ON L7G 4R9

20 COLLISION REPAIR COLLISIONREPAIRMAG.COM

Concours Collision Centres~CSN in Cal- tools to create a business model that is gary, Alberta has announced they’ve admired throughout the industry.” broken ground for a new state-of-the-art Concours Collision Centres has also collision repair facility. formed a strategic partnership joining CSN Located in the northwest district of Collision and Glass (CSN), a network of inRoyal Oak, the collision centre will op- dependently-owned and operated collision erate adjacent to existing automobile repair facilities located throughout Canada. dealerships with convenient access for “I wanted to be associated with some customers who live or work in the northern section of the city.

President and CEO of Concours Collision Centres~CSN Ken Friesen felt it was necessary to expand its operations to better serve the growing needs of the area. “In the Alberta market, we have been blessed with a steady flow of work for the past Ken Friesen next to an artist’s rendering of Concours’ new Royal Oak location. few years causing a backlog in production,” Friesen said. “This of the best operated shops in Canada, new facility will offer our customers quicker which will help us maintain a leadership turnaround and better service.” position in the Alberta marketplace,” FriConcours Collision Centres operates esen said. “I believe CSN will bring new two existing facilities in Calgary, both fol- and innovative ways to work together lowing a lean approach to collision repair. with the insurance industry and promote The new location, Concours Collision our new facility.”

Centre–Royal Oak will embody this as well.

CSN’s CEO Flavio Battilana is simi“I am very excited about this new location,” larly enthusiastic. “As CSN expands in Friesen said. “It has been specifically de- western Canada, we are not only excited signed to accommodate our production Concours is a part of our growth but that line style, offering the greatest level of op- CSN is part of Concours’ growth,” he erating efficiencies in collision repair.” said. “Through his innovative processes Concours first opened for business and continual improvement efforts, Ken 30 years ago. Since then, it has been has demonstrated commitment and leadrecognized for its superb business oper- ership to the Calgary community and the ations style. Friesen attributes Concours Canadian collision industry.” success to strategic partnerships with orConcours is made up of a team of ganizations such as PPG. dedicated professionals with a shared “PPG’s focus on helping their customers commitment to offer the highest quality drive continual improvement through their collision repair in the industry. “Our logo products and services is a great benefit to says it best,“ says Friesen, “We take our organization” Friesen said. out the wrinkles­— to us that means in “Ken Friesen and Concours Collision addition to returning their vehicle to its Centres are a great example of a business pre-accident condition, our customers that has embraced a progressive approach can expect their entire Concours collito collision repair,” said Jean-Guy Rosa, sion repair experience to be wrinkle free.” director of automotive refinish for PPG Concours Collision Centres–Royal Oak, Canada Inc. “We are pleased to have them located at 37 Royal Vista Drive NW, Calgary, using PPG’s products and value-added Alberta, is scheduled to open in fall 2011.

NEWS

NACE HEADS TO ORLANDO

MARTY COONAN BECOMES LKQ’S CANADIAN WHOLESALE MANAGER

As a direct result of feedback from industry participants, Automotive Service and Repair Week (ASRW) announced recently that it will return to a rotating pattern beginning in 2011.

The 2011 exposition will be held October 6-8 at the Orange County Convention Center in Orlando, Florida, which also returns the show to a Thursday-Saturday date pattern. Education will begin on Wednesday, October 5.

ASRW includes the International Autobody Congress and Exposition (NACE) and the Congress of Automotive Repair and Service (CARS), both sponsored by the Automotive Service Association (ASA).

Ron Pyle, ASA President, briefly mentioned investigating potential changes at the closing press conference of the 2010 event. Subsequently, ASRW solicited feedback and opinions from the industry through a series of surveys which stated, “you decide.” Participants were asked to provide input on all aspects of the show, and included attendees, exhibitors, and prospects.

“The surveys elicited much more of a response than we were expecting and we are grateful to everyone who took the time to respond,” Pyle said. “We spent weeks poring through all the feedback we received from the surveys to grasp what the industry wanted from this show—starting with the location, days of the week, and time of the year.”

ASRW plans to rotate locations between the east, midwest and west.

Rotating the event is intended to attract new attendees, as well as those who have not been attending in previous years. The location for 2012 is still to be determined.

“ASRW is the industry’s show, and we’re pleased with the changes we’ve made which align directly to the majority consensus we received,” Pyle said.

Marty Coonan has accepted the position as national wholesale manager for the Canadian Region of LKQ. He will be responsible for growth and stability of the largest portion of LKQ’s Canadian AM business and proMarty Coonan. vide the necessary attention to enhance the relationships and build a stronger partnership for long term success.

Marty will report to Paul Reichert and as a team they will establish a national presence of management of LKQ’s industry partners while working with their location GMs and operations team.

CORRECTION: In the 2011 edition of Canadian Auto Recyclers, we indicated in error that Pièces d’Autos Usagées Sherbrooke had a 500 sq.ft. warehouse. Their warehouse is actually 7,500 sq. ft. We apologize for the error.

MARCH 2011 COLLISION REPAIR 21

FEATURES

Lyons Auto Body in Mississauga, Ontario has been doing business at the same location since 1952.

EXTREME EXTREME

M KE MA MAKEOVER KEOVVER

of the

King

By Joe Rayment

Urban

Jungle

Since Lyons Auto Body has been in Mississauga, Ontario, every thing about the city has grown and changed, including Lyons.

And neither the city nor the collision repair facility show any signs of slowing.

22 COLLISION REPAIR COLLISIONREPAIRMAG.COM

“

M

y passion all my life has been, I guess, wheels—cars, bicycles, whatever,” Jack Lyons confessed.

By t he t i me he w as 1 4 years old, he already had a job in the industry, and before he finished high school he’d become Ontario’s youngest licensed bodyman. He knows this because when he went to write the licensing exam they wouldn’t let him—it was impossible, they told him, to have completed the required hours at that age. This despite the fact that he had the documents to prove that he had.

“I worked at Por t Credit Motor Sales all through high school,” he said. “On Easter holidays and summer holidays etc.” Any chance he got, he worked.

After a local politician intervened, they let him write his exam and start work as a journeyman in auto body repair. It wasn’t long after that he went into business for himself.

“I opened Lyons Auto body in 1952, and sort of never looked back,” he said.

CROSS CANADA + KEYSTONE

TWO GREAT COMPANIES. ONE SOLUTION

A true combining of forces in the collision repair industry. Cross Canada and Keystone two best-in-class companies are together - ultimately bringing you, our valued customer the highest quality Aftermarket and Reconditioned products in the industry. Our goal is to become your single-source provider of alternative parts for your collision repair needs.

www.LKQCORP.com | www.ORDERKEYSTONE.ca | www.CROSSCANADAPARTS.com

LOCATIONS SERVICING CANADA Burnaby, BC Richmond, BC Edmonton, AB Calgary, AB Saskatoon, SK (2)

Regina, SK (2) Winnipeg, MB (3) Brampton, ON (2) Windsor, ON Trenton, ON

©2010 LKQ Corporation. Visit us on the web at OrderKeystone.ca, CrossCanadaParts.com and LKQCORP.com

North York, ON Ottawa, ON London, ON Hamilton, ON Cornwall, ON

Montreal, QC Sherbrook, QC Quebec (Pintendre), QC (4) Sainte –Madeleine, QC

FEATURES

Above: Jack and the AutoQuip team in front of one of the new booths: project manager Andrew Fletcher, installation manager Steve Marcoux, Lyons Auto Body owner Jack Lyons and AutoQuip president Roger Turmel. Top-left: Lyons Auto Body’s two new spraybooths.

Above-left: one of Lyons’s painters at work in one of the new booths. Right: Jack Lyons as a young man writing an estimate.

Bottom-right: Lyons Auto Body’s production floor years ago when the business was still relatively new.

Of course, in their nearly 60 years of business, things have changed a lot.

They’ve put on four additions to the building and upgraded all the equipment as technology advanced.

Most recently, they’ve installed new spraybooths from Garmat, which allowed them to make the switch to waterborne.

“I was very, very pleased with the paint [booths]—they’re doing a wonderful job,” Lyons said. “...They might be saving us a little bit of time, and the quality is unbelievable, but the main thing is what it’s doing for the environment.”

Over the years, Lyons has gone through five or six spraybooths, starting with a cross-draft booth in 1952. “Then later on we went to Nova Verta, which is an Italian booth,” Jack said. “It was a good booth.”

Most recently they did their work in a massive truck booth, which was divided into compartments so they could work on more than one vehicle at a time.

Jack has generally been happy with his selections, but like any thing they start to wear out over time and new technology eventually renders them obsolete.

For their newest installation, Jack had AutoQuip remove the old truck booth and install two new ones in its place.

It’s been a good move for the business.

“I’M A GREAT BELIEVER THAT IF YOU’RE DOING WHAT YOU LIKE TO DO, YOU WILL BE A SUCCESS” “That truck booth was probably 25–30 years old,” Jack said. “So the comparison was like you having a 30-year-old car, with wind up windows and no air conditioning and a heater that works some times and some times it doesn’t, and won’t start when it’s cold. And then you go out and buy a brand new car,” he continued.

“There’s no question that the painters are much happier, because they’ve got something that’s new and something that’s wonderful.”

In the time they’ve been in business, everything has changed. Once on the side of a seldom-travelled concession road, Lyons has watched businesses come and go and

24 COLLISION REPAIR COLLISIONREPAIRMAG.COM

one of Canada’s largest cities sprout up around them. If history tells us anything, Lyons will keep changing. There remains one constant though: Jack’s philosophy.

“When I was going to high school I would tell the guidance councillor that I’m going to open a body shop.’ And he’d look at me like I was insane,” Jack said.

“He’d say ‘no no. You’re not going to open a body shop. I could give you 100 different options.’

“But it was my passion all my life, and I’m a great believer that if you’re doing what you like to do, you will be a success.”

If it holds true, Lyons will be a success for a long time to come. CRM

Why be anonymous when you can be visible? fixauto.com

TO JOIN THE NETWORK CALL 1.877.344.4349

THE BODY SHOP NETWORK

FEATURES

THE

INSURANCE DRIVEN CAR Insurance’s influence on vehicle design, and what it means for repairs.

W

hen designing a car, the manufacturer may consider styling, comfort, price and other factors that affect marketability, without necessarily considering ongoing operating costs. Since insurance is one of the largest expenses in operating a car, it makes sense for insurers to have more input into vehicle design, according to one industry group.

“A manufacturer might design with fuel economy in mind, but probably not how theft resistant the vehicle is, or how expensive it is to repair if damaged in an accident,” said Wilf Bedard, secretary general of the Research Council for Automobile Repairs (RCAR), an international network of automotive research centres with 25 members in 19 coun-

tries. “RCAR is working to make sure manufacturers place more importance on vehicle reparability, security, safety and damage resistance.”

In existence since the 1970s and supported by many of the leading insurance companies in the world, RCAR has achieved a number of victories. For example, lobbying and action by RCAR members instigated consumers to demand more theft-proof vehicles. The result is that virtually all new cars are equipped with immobilizers and theft rates have fallen.

Similarly, RCAR members working to prevent whiplash have been directly responsible for most of the head restraint improvements that have occurred in the last five years. The Insurance Corporation of British Columbia (ICBC) in particular has been a leader in the area.

26 COLLISION REPAIR COLLISIONREPAIRMAG.COM

“In the past, manufacturers have not necessarily been happy to hear from RCAR as we asked them to keep insurance costs in mind,” Bedard said. “But our credibility is such that auto companies are now providing vehicles so that our members may conduct crash tests, then pass along data and recommendations to the manufacturers.”

RCAR member companies spend more than $300 billion per year repairing or replacing cars. Bedard, who is a former vice president of Manitoba Public Insurance (MPI), said RCAR is conducting ongoing work of particular interest to the collision repair industry—particularly around repairability.

“RCAR’s working group on repairability has published high-level recommendations on best design practices for repairability

FEATURES

PHOTO COURTESY OF ©ISTOCKPHOTO.COM/SAMI SUNI

Photo (left): MPI technical services manager Denis Pinette, RCAR secretary general Wilf Bedard, MPI VP of claims control and safety operations Ted Hlynsky and MPI acting director of physical damage management Ray Kroll.

and limitation of damage. For example, there are recommendations around the use of ultra-high strength steels and how that affects repairs, and how alternative materials like aluminum and composites affect the working environment for repair technicians.” (The recommendations are available for download at rcar.org) “Cooperation between car manufacturers and the insurance industry is a real win-win,” added Denis Pinette, technical services manager at MPI. “Improving damageability and repairability give the automobile manufacturer a strong economic selling point. At the same time, the insurer and the policy holder pay less for insurance, and the vehicle repair industry is able to carry out needed repairs.”

MPI is one of two Canadian RCAR members—along with ICBC—and has been a key player in RCAR for many years. Its support for the organization was amply demonstrated when it encouraged Bedard to run for the elected role of secretary general, while still working as a vice-president at MPI. “Manitoba Public Insurance derives a huge benefit from its membership in RCAR,” said Ted Hlynsky, MPI vicepresident of claims control and safety operations. “In Manitoba, we were able to build on the research of other members and develop our own anti-theft program, which has resulted in significantly lower premiums for our customers. We have really benefited from the work of larger insurance groups.”

MPI has been an active participant on RCAR’s repairability working group. The MPI research group worked with engineers at the University of Manitoba and is currently working with private Winnipeg labs to conduct materials analysis and tensile strength tests on various high-strength steels and joining methods.

Its findings are included in the working group recommendations.

The group is now working to expand its online recommendations to include guidance on how to mitigate the effects of storm damage. Among other things, it will test polycarbonate roofs against hail damage (versus the traditional metal), and figure out how to make the lower chassis more waterproof.

RCAR also has active working groups making recommendations on bumper

test procedures, head restraints and passenger safety through the use of electronic stability control and collision avoidance systems.

“It’s difficult for one insurance agency to affect vehicle manufacturers and regulators,” said Darcy Gorchynski, director of material damage services at ICBC. “But by working together, RCAR members have a powerful voice to influence regulators and manufacturers to make vehicles safer, less damageable and more cost effective to repair.”

“Car design factors that directly affect insurance claims cost include the ability to avoid a crash, the ability to protect the occupants, and the amount of damage in a collision,” Bedard said. “Other factors are the ease of repairing damage, the price

CANADA HAS CHOSEN ITS BODY SHOP Why Should I Convert My Body Shop To A Maaco?

Maaco is ranked #1 in its category

by Entrepreneur Magazine in its Franchise 500 List Maaco has a Canada-wide 97.4% customer satisfaction rating [measured by CSI Complete]

Maaco receives 75% of its business through retail out-of-pocket customer pay Maaco services more than 500,000 customers / year in North America [572 more customers / year per shop on average than a traditional body shop]

Maaco Canada average store volume = $1 Million PLUS Half of Maaco’s Canadian shops achieve average sales of over $1.4 million annually with a 12% average net profit

Canada Has Chosen Maaco,

of parts, and resistance to theft and storm damage. These variable features of a car’s design can have a major impact on the profitability of insurance portfolios.”

“If we can contain the cost of insurance by influencing the design of vehicles so that cars become safer, less damageable and more cost effective to repair, our customers obviously benefit,” Hlynsky added. “Through our membership in RCAR, Manitoba Public Insurance is able to influence vehicle design and repair cost at a global level, with local impact for Manitoba drivers.” CRM

Now It’s Your Turn.

CALL

today to learn how you can convert your body shop into a high-volume Maaco franchise.

MARCH 2011 COLLISION REPAIR 27

FEATURES

PARTS?

CHECK. BC-based PartsCheck Live is bringing accuracy and speed to parts sales south of the border.

By Joe Rayment

B

rad Desaulniers is a problem solver. The Harvard-educated BC native specializes in turnaround situations—bringing some times struggling companies back to positions of financial health.

It was in this role that he stumbled upon what would become PartsCheck Live.

“I had been called by an accountant friend of mine to go in and look at doing a turnaround on a bumper recycling company just outside of Vancouver,” Desaulniers said. “In the course of doing my due diligence around that project I was introduced to Bumper Bob”—Bob Menuier—”and some other guys who asked me to come in and look at consolidating a couple of bumper recycler companies.”

While he was investigating the recyclers, he saw a computer with one of Bumper Bob’s creations: BumperCheck.

BumperCheck was a database that included a huge database of different types of bumper covers, including photos. It addressed the high rate of incorrect orders associated with the parts, which still present challenges to repairers since they’re one of the few parts not associated with a VIN number or even the make, model and year of a car.

PartsCheck president and CEO Brad Desaulniers in the company’s New Westminster, BC office.

All told, Bumper Bob’s database had about 26,000 photos for 3,800 different bumpers. Desaulniers was intrigued.

A little down the road, Desaulniers got involved with the company and eventually acquiring a large part of it.

They quickly started expanding beyond the original BumperCheck mandate to allow facilities and suppliers to leverage the system to buy and sell the parts with accuracy.

28 COLLISION REPAIR COLLISIONREPAIRMAG.COM

“ The moves turned BumperCheck into not just an ID system but also into an electronic procurement system so that a shop could actually find the bumper,” Brad said. Today, both supplier and customer can post images of the old and replacement parts to make sure every one’s on the same page and there are no surprises once the orders actually arrive.

“From there, we realized pretty quickly that in order for us to truly fit into the

FEATURES

workflow of the shop, we need to be able to encompass an entire parts order,” Desaulniers said. Which is when BumperCheck started to become PartsCheck Live.

They worked for about a year and a half, under cover, with representatives from organizations such as State Farm, Maaco, Boyd Collision and the Insurance Corporation of British Columbia. They also got a fair bit of feedback from the BC collision repair community on just what people wanted from the platform.

When the dust had settle, PartsCheck had developed into a real-time procurement system. When a job comes in, the repairer can post the parts the need to the system, add photos, notes and information such as required delivery date, and then select the suppliers they want to get quotes from.

They released a pilot version of the platform around May of 2010 and ran a test program with Amica Insurance in Texas in late June, which produced some interesting results. They got some feedback on some changes they should make

to the program’s workflow. They also saw a drop from the average list price of about 17 per cent.

Since that pilot, PartsCheck has launched in Northern California (also with Amica as a partner).

Being primarily web-based, the system is open to everyone, but they’ve found it works better in some places than others— there needs to be a certain amount of suppliers in the area, for example. And it helps to be associated with an organization such as an insurer or a repair group.

The New Westminster, BC-based company has a growing team and about 70 shareholders—things are looking up.

They’re currently seeking out other partners to help them launch into new regions both south and north of the border.

“Our focus as a company is to provide a platform where the marketplace can come and compete openly and freely,” Desaulniers said. “We’re convinced that it is a necessity for the industry at this point and time.” CRM

Above: the PartsCheck Live user interface and website.

GOT HAIL? Finest Trained Catastrophe Team

Canada’s Largest Hail Repair Team

Lifetime Warranty

Mobile Estimating Center

Contact us now, and learn what over 100 body shops and numerous insurance companies across Canada have already discovered!

www.hailrepair.ca

info@hailrepair.ca MARCH 2011 COLLISION REPAIR 29

Take your business to the next level.

With PPG Technology and Expert Guidance.

Looking to achieve a competitive edge in today’s demanding collision repair marketplace? Then take advantage of PPG’s highly-acclaimed MVP Throughput Performance training and industry-leading waterborne basecoat technology offering the latest advance in color matching accuracy. Two proven examples of how PPG is helping today’s progressive collision centers gain the competitive advantage in quality, speed and cost.

Aim high. PPG will help you get there.

©2011 PPG Industries All rights reserved. www.ppgrefinish.com

FEATURES

From left: Diane Sutherland, Joel MacDonald, Dave Sutherland, Justin Hass and Don Morton.

YOUNG GUNS

By Joe Rayment

The battle to find and keep quality young staff in collision repair.

J

ustin Hass was probably never going to have a problem finding a job in the industry. Even as a child, he used to hang around his father—a mechanic by trade—looking for ways he could get involved. Coming up through high school, Justin showed a strong interest in automotive repair and took home awards in most of the tech courses he participated in.

The question was never if Justin would get a job in the industry, it was where he would spend his career.

It’s a concern on the minds of many facility owners. As much of the current workforce approaches retirement, we’re looking at an industry that will have more vacancies to fill than we have Justins to fill them.

According to a recent CARS Council study, almost one third of employers in automotive repair and service have unfilled positions—about 13,000 openings in Canada alone. The same study showed that 31 per cent of employees in the industry expect to leave their current employer in the next five years. Seventeen per cent will leave the sector entirely.

MARCH 2011 COLLISION REPAIR 31

FEATURES

Justin Hass and Diane Sutherland.

And as anyone who’s looked for new talent knows, hiring is only half the battle. You need to find someone who’s reliable, capable and who’ll stay long enough to justify your investment in training.

Don Morton of Don-Mor Carstar has had a pretty good track record on that front recently. The London, Ontario facility’s entire front office staff is under 30, most of whom look to be in it for the long haul.

Joel MacDonald—the longest serving of the young cohort—has diplomas in computer science and computer programming and works as an estimator.

Diane Sutherland, 24, began at the facility as a co-op student and now handles much of the office’s accounts. And then there’s Justin Hass, who’s been with the company for about three years now. They’re also in the process of hiring one new employee—who’s in her late 20s—who they have high hopes for.

“We certainly have struggled just like every body else getting employees,” Don said. “The road has not been easy and it’s been long.” Navigating resumes has been treacherous. “That’s an art. I don’t believe that there’s a course—resume 101—[that can tell you] this one’s a flake; this one’s a keeper.” At the end of the day, when hiring a young employee, they’ve found attitude and aptitude are the most important factors—more important than experience even.

They’re hired Joel, their now 28-year-old estimator,

32 COLLISION REPAIR COLLISIONREPAIRMAG.COM

the old fashion way, and it’s worked out well for them. When they hired Justin however, they took a different approach.

Justin has known Don since he was a child (Justin’s father has known Don since they both were

Don-Mor Carstar Collision and Automotive in London, Ontario.

teenagers). It wasn’t until Justin spent a summer in Don-Mor’s wash bay that Don started thinking of him as a candidate for a career employee though.

“Everybody liked Justin to start with, because of the way he worked and his work ethics,” said Dave Sutherland. As Don-Mor’s production manager, Dave oversees employees in the wash bay. It was Dave who first suggested Justin might be a good fit to fill an

FEATURES

unexpected vacancy in the estimating department.

“He understood cars, but he’d never been in a body shop other than washing cars,” Don said. “…

He’d never written an estimate. He didn’t know what we did in that front office.”

Three of Don-Mor’s four spraybooths.

It was a leap of faith—a gut feeling that an investment in Justin would pay off.

About a week after Justin started, Don-Mor sent him to Vale Tech in Pennsylvania to take their estimating course. After travel and lodging, the twoweek course cost in the area of $5,000, which the company agreed to pay on the condition that Justin stay with them for a set amount of time.

Always the good student, Justin finished top of his class. The real learning had only begun though.

He still had to work through the nuances of reading customers and knowing what to say to whom, which involved going back to basics.

“As far as dealing with people, still even today, there’s no one better to watch than watching Don and how he talks and how he deals with people,” Justin said. It took about another year of shadowing Don and his team for Justin to get the hang of it.

The path was specific to Justin’s situation and personality, but today Don-Mor Carstar has another member of a team capable of shepherding the business through the coming decades.

None of which would have been possible unless Justin was attracted to the business in the first place. From his perspective, the most important factor was the working conditions.

Justin knew it as a business with a good reputation, which was important to him. He also knew that Don-Mor is still healthy after 32 years in business, so he won’t have to worry about them closing up facility unexpectedly.

“I looked at it the same way with estimating too,” he said. “[Even] if cars go electric, they’re still going to run into each other, so I will have a job that way too.” CRM

Joel MacDonald, the longest serving of Don-Mor’s under-30s.

MARCH 2011 COLLISION REPAIR 33

PROFILES OF SUCCESS

Grant Ryan and Chris O’Neill.

Photo by Gerry Boland.

the

Next Level

By Joe Rayment

The philosophy at O’Neill Motors has always been that if you’re going to do something, you should do it right. The newly constructed Fix Auto St John’s can attest to that.

MARCH 2011 COLLISION REPAIR 35

PROFILES OF SUCCESS

O’Neill Motors in Mount Pearl, Newfoundland.

C

hris O’Neill has been in the automotive business almost his entire life. When he was 15, he went into business with his father selling used cars. Right from the beginning, he had a pretty simple but meaningful ideal in his work ethic. “Our philosophy comes down to: we like to treat our customers the way we like to be treated ourselves.” As a business philosophy, it worked.

By 1979 the O’Neill team, consisting of Chris, his brother Rick and their father, had established a solid reputation in Newfoundland, which got the attention of Datsun. “They said, ‘Hey we hear you guys are pretty good. Would you like to start a new car franchise?” Chris recalled. Which is when they took the business to the next level and started on the path of creating O’Neill Motors, which today specializes in Jaguars, Land Rovers, Volvos and Nissans.

It was also the first step down a long path to creating Fix Auto St John’s.

O’Neill Motors had a small collision repair facility for years, which ran fairly successfully in its limited scope. “With the old facility they were just buying mixed paint,” said Arie van de Rijt, O’Neill’s sales rep at AkzoNobel. “They never had a mixing machine or anything like that.”

When waterborne legislation appeared on the horizon, the O’Neills were faced with a choice: tear the shop down and

“IF YOU’RE GOING TO DO SOMETHING, DO IT RIGHT.”

outsource work to some place that was waterborne equipped, or double down, rebuild, upgrade equipment and invest in their collision repair future. They chose the latter.

In the process, they also gained one manager who plays an integral role in the facility’s direction: Grant Ryan.

Grant made a big change of his own when he joined the team; for the previous 25 years

36 COLLISION REPAIR COLLISIONREPAIRMAG.COM

he’d worked on the other side of the equation in the insurance industry. “This is a new, exiting venture for me—one I’m looking forward to,” Grant said. From Chris’s perspective, Grant’s insurance experience makes him a huge asset for the company.

“Today, unless you’re online with all your insurance companies and everything else, and a direct repair shop, they won’t look at you,” Chris said. “Back [when we started], it was as basic as ‘where did you want to go to get your car fixed?’”

It’s a different world today, and possibly more difficult to navigate, but Grant is uniquely qualified to understand what the insurers are looking for and how to achieve it. He’s seen all the industry’s good and bad, all from the perspective of an insurer.

“It boils down to workflow,” Grant said.

“Making it move smoothly, ensuring all of your parts are there, ensuring your supplements are basically covered off if you can before you start the job—

PROFILES OF SUCCESS

Left: Scott Sullivan, Grant Ryan, Sheryl Jessome and Tony Hennessey. Above: the facility’s unique epoxy granite floor.

Bottom-left: the building during the construction period.

Bottom-centre: their new, state-of-the-art mixing station.

Bottom-right: one of their brand new spraybooths.

because supplements is what really fool up your cycle times.”

Every vehicle that comes in for a repair first gets a comprehensive dismantle to identify all the areas that will need repaired and, importantly, which parts they’ll need to order. Once that’s done, no one touches the car until all the parts are in.

Fix Auto St John’s has been running successfully at 944 Topsail Road, Mount Pearl, Newfoundland for about half a year now.

Including office space, the brand new facility clocks in at 5,600 sq. ft. with a 7,000 sq. ft. secured compound. Compared to the old facility, it got upgrades in virtually every aspect of the business.

“It’s got the best gear that you could possibly get in the industry,” van de Rijt said.

“They have a prep station that bakes along with a downdraft spraybooth that bakes.”

One interesting feature is the facility’s unique epoxy granite floor. It’s a textured coating that goes over the concrete and

then gets sealed with a coat of resin. It’s a small detail, but it makes the area extremely easy to clean with minimal wear and tear.

“It’s been open now six months and it looks exactly the same as the day they opened it— that clean,” van de Rijt said.

Under the O’Neills’ leadership, O’Neill Motors has grown exponentially since its beginnings in 1979 and, now with the addition of a brand new high-capacity collision repair operation, all signs point to its continued success. In addition to Grant, about a year and a half ago they also welcomed a third generation of O’Neills into the business, putting them in good position to continue as a family business for a long time to come.

Chris modestly chalks their success up to a few relatively simple but important factors. “We ran it as a family business and pretty much still do,” he said. It’s paramount to treat people as you’d like to be treated yourself. And “if you’re going to do something and do it right.” CRM

FIX AUTO ST JOHN’S SNAPSHOT 944 Topsail Road Mt. Pearl, Newfoundland, A1N 2W4 709-368-3671 FACILITY Production: 5,000 sq. ft.

Office: 600 sq. ft.

Secured compound: 7,000 sq. ft.

SYSTEMS Booths: Garmat Paint: AkzoNobel, Sikkens Frame: Wedge Clamp Measurement: Wedge Clamp Management system: ABS Enterprise

by Mitchell

MARCH 2011 COLLISION REPAIR 37

WOMEN OF THE INDUSTRY

Full Speed Ahead

Carole Pichette is helping bring Autos Martel and Héroux into the modern era.

By Freddy Jean

I

n Carole Pichette’s 31 years in the collision repair industry, she hasn’t missed a beat in keeping up advances in the industry. In fact, she’s done a great deal to move her facility into the modern era.

The company for which she works, Autos Martel and Héroux Inc, was created in 1964 thanks to her father and one of his associates. Carole’s brothers, Michel Pierre and Sylvain, have since taken over the business. Carole joined the team in 1980 and today is in charge of accounting, customer service and relations with insurance companies.

Since the 80s, the industry has changed a lot, and so has Martel and Héroux. “At the time, we didn’t have the managing tools that we have today,” Pichette admits.

Pichette has also done a lot to make the business a more comfortable environment for customers. “For years, people didn’t trust the collision repair industry,” Pichette said. “When you entered a garage, you did so reluctantly—particularly women.” It took a lot of work to change the image of this industry, and for Autos Martel and Heroux, Carole certainly had a hand in the process.

They’ve found that esthetics and creating a comfortable environment is essential to ensure that the customer who enters will come back. “Esthetics is a package and women can help a lot in that field,” she said. “Back in the day, we didn’t worry about customer service at all—we just did the work and that was it,” Pichette added.

“Since customer retention is paramount, we treat the vehicles that we repair as if they were our own. Our employees are well aware of the need to keep cars clean and in good condition.”

Over the years Carole has become a more and more integral player in the business. On top of her training in accounting and human resources, she’s also kept up with advances in estimating software and recently took a course specializing in car tires.

“Ninety-five per cent of the tires sold here are sold by me,” Pichette said. “Women feel at ease when served by another woman.” Pichette does admit that some times customers put her to the test to make sure that she know her business. More often than not, she knows the answers, but it is a family business after all—she has back-up.

“When there’s a question that I cannot answer, I get one of my brothers to get the help I need,” she said.

It’s a family team that’s growing year-by-year. After a couple of years of part-time work, Pichette’s daughter Josee is now working for the business on a full-time basis. In October 2009, Josee successfully completed her appraisal technician training. “Josee really likes her job,” Pichette said. “Together we are a great team.”

In addition to Josee, Carole’s son-in-law Mathieu and Sylvain’s son Jeremie have also joined the team in the past couple of years. “We are proud to have a second generation working with us. I think our predecessors would be proud of us.” CRM 38 COLLISION REPAIR COLLISIONREPAIRMAG.COM

Carole Pichette.

“WE TREAT THE VEHICLES THAT WE REPAIR AS IF THEY WERE OUR OWN.”

Women’s Industry Network (WIN) is a not-for-profit organization dedicated to encouraging, developing and cultivating opportunities to attract women to collision repair while recognizing excellence, promoting leadership, and fostering a network among the women who are shaping the industry.

Collision Repair magazine is pleased to announce that Carole Pichette and every woman profiled in our Women of the Industry section will receive a membership to WIN.

Wanda Makes a Splash.

With Wanda Waterbase, VOC compliance is made easy.

When Wanda makes an entrance, everyone takes notice – and that’s especially true with our new water-based product. Wanda Waterbase is a VOC compliant basecoat system that gives you segment leading comprehensive color documentation, simple mixing ratios and “right-the-first-time” color matching. You get the look and performance you want at an unbelievable value – making Wanda Waterbase a “green” choice in more ways than one. No wonder Wanda is one of North America’s fastest growing car refinish brands!

Wanda Waterbase — Smart Look. Smart Choice!

For additional information and availability in your area, visit us at www.wandarefinish.com

TRAINING MAP

TRAINING

MAP MARCH - APRIL 2011 WESTERN REGION MARCH 2 AIA Prince Albert, SK Vehicle Technology and Trends 3 AIA Winnipeg, MB Advanced Restraint Systems 7-8 DuPont Coquitlam, BC Commercial Finishes LowVOC Product Training 8 BASF Burnaby, BC R-M ONYX Color Adjustment Techniques 15 AIA Winnipeg, MB Collision Repair for Select High Volume Vehicles 15 BASF Edmonton, AB R-M ONYX Workshop

16 AIA Regina, SK Vehicle Technology and Trends 2011

22 AIA Burnaby, BC Vehicle Technology and Trends 2011

17 BASF Edmonton, AB R-M ONYX Color Adjustment Techniques

23-24 DuPont Coquitlam, BC Cromax Pro Advanced Waterborne Blending and Application

19 AIA Winnipeg, MB Customer Relations and Collision Repair 21 AIA Saskatoon, SK Advanced Material Damage Analysis 21-22 DuPont Coquitlam, BC Cromax Pro Waterborne Basecoat Application 22 AIA Winnipeg, MB Electric and Electric Hybrid Vehicles 22 AIA Burnaby, BC Collision Repair for General Motors Vehicles

For Spraybake OEM parts service and technical support,

Call 1-866-325-2886 40 COLLISION REPAIR COLLISIONREPAIRMAG.COM

24 AIA Winnipeg, MB Hybrid Electric and Alternative Fuel Vehicles 24 AIA Tisdale, SK Vehicle Technology and Trends 2011 24 AIA Burnaby, BC Collision Repair for Select High-Volume Vehicles 24 AIA Burnaby, BC Damage Analysis of Advanced Automotive Systems

30 AIA Battleford, SK Vehicle Technology and Trends 2011

APRIL 4-5 DuPont Coquitlan, BC DuPont Refinish LowVOC System Course 5 AIA Winnipeg, MB Collision Repair for General Motors Vehicles

15 AIA Swift Current, SK Overview of Cycle Time Improvements for the Collision Repair Process 18 AIA Saskatoon, SK Overview of Cycle Time Improvements for the Collision Repair Process 18-19 DuPont Coquitlam, BC Cromax Pro Advanced Waterborne Blending and Application

12 AIA Winnipeg, MB Adhesive Bonding

20 DuPont Coquitlam, BC Cromax Pro Micro Repair Process

14 AIA Kindersley, SK Vehicle Technology and Trends 2011

20 AIA Regina, SK Advanced Material Damage Analysis

15 AIA Swift Current, SK Vehicle Technology and Trends 2011

27 AIA Prince Albert, SK Recycled Parts for Collision Repair

TRAINING MAP

CENTRAL REGION MARCH 1 AIA Mississauga, ON Recycled Parts for Collision Repair 2011 1-2 DuPont Ajax, ON Cromax Pro Advanced Waterborne Blending and Application 1-2 PPG Toronto, ON PPG Certification Envirobase HP 2-3 PPG Montreal, QC Ajustement des couleurs Envirobase (FR) 3 AIA Nepean, ON Waterborne Products, Systems and Application 3 BASF St. Laurent, QC R-M ONYX Workshop (FR) 7 AIA Ottawa, ON Hybrid Electric and Alternative Fuel Vehicles 8 AIA Mississauga, ON Corrosion Protection 8-9 PPG Toronto, ON Nexa Certification Aquabase Plus 8-9 PPG Montreal, QC Nexa Certification Aquabase Plus (FR) 10 AIA Scarborough, ON Electric and Electric Hybrid Vehicles

14 AIA Ottawa, ON Vehicle Technology and Trends 2011

22 BASF Toronto, ON R-M ONYX Color Adjustment Techniques

14-15 DuPont Ajax, ON Cromax Pro Waterborne Basecoat Application

22 BASF St. Laurent, QC Glasurit 90-Line Workshop (FR)

15 AIA Mississauga, ON Overview of Cycle Time Improvements for the Collision Repair Process

23 AIA London, ON Collision Repair for Toyota, Lexus and Scion Vehicles

15-16 PPG Montreal, QC MVP Business in the 21st Century (FR) 15-16 PPG Montreal, QC PPG Certification Envirobase HP (FR) 15-17 BASF Toronto, ON Glasurit 90 Line Certification 16 DuPont Ajax, ON Cromax Pro Micro Repair Process 17 AIA Nepean, ON Collision Repair for Honda and Acura Vehicles 17-18 BASF St. Laurent, QC R-M Cycle Time Reduction Repair System (FR) 21 AIA Ottawa, ON Collision Repair for Select High Volume Vehicles 21 Sherwin-Williams Anjou, QC Jobber 1 Training (FR) 21-22 DuPont Pointe Claire, QC Application des couches de fond hydrodiluables Cromax Pro (FR)

23-24 BASF St. Laurent, QC Glasurit 90 Line Color Adjustments Techniques (FR) 23-24 DuPont Point Claire, QC Cours sur le système à faibles COV de Produits de finition (FR) 24 AIA Scarborough, ON Hybrid Electric and Alternative Fuel Vehicles 24 BASF Toronto, ON Glasurit 90 Line Color Adjustment Techniques 28 AIA Ottawa, ON Overview of Cycle Time Improvements for the Collision Repair Process

11-12 DuPont Ajax, ON Cromax Pro Waterborne Basecoat Application

APRIL 4 AIA Ottawa, ON Collision Repair for General Motors Vehicles

13-14 DuPont Pointe Claire, QC Contretypage des peintures hydrodiluables DuPont; Outils et Techniques (FR)

4-5 DuPont Ajax, ON Commercial Finishes LowVOC Product Training

14 AIA Nepean, ON Collision Repair for Toyota, Lexus and Scion Vehicles

4-6 DuPont Pointe Clare, QC Formation sur les produits à faible COV pour Finis commerciaux (FR)

18 AIA Ottawa, ON Collision Repair Overview For Chrysler, Dodge and Jeep Vehicles

5-6 PPG Montreal, QC PPG Certification Envirobase HP (FR)

18-19 DuPont Ajax, ON Refinish Low-VOC System Course

7-8 DuPont Pointe Claire, QC Application des couches de fond hydrodiluables Cromax Pro (FR)

19-20 PPG Montreal, QC Delfleet (FR)

11 AIA Ottawa, ON Collision Repair for Honda and Acura Vehicles 11-12 DuPont Pointe Claire, QC Cours sur le système à faibles COV de Produits de finition (FR)

28 AIA Nepean, ON Inspecting Repairs for Quality Control

FR = French

29 Sherwin-Williams Mississauga, ON Jobber 2 Training

ATLANTIC REGION

29-30 PPG Toronto, ON PPG Certification Envirobase HP

MARCH

31 AIA Nepean, ON Vehicle Technology and Trends

APRIL

8-9 DuPont St. John, NL Refinish Low-VOC System Course

26-27 DuPont Kentville, NS Refinish Low-VOC System Course

10-11 DuPont St.John, NL Cromax Pro Advanced Waterborne Blending and Application

28-29 DuPont Kentville, NS Cromax Pro Advanced Waterborne Blending and Application

MARCH 2011 COLLISION REPAIR 41

CONNECTING THE PIECES TO A BIGGER AND BETTER PICTURE

TrainingMatters.ca is the only Canadian website that is a one-stop-shop training portal to news, course information and event listings.

Update your training goals and rate courses through your own personalized profile.

Be proud of your trade and promote your skills by sharing training videos with the rest of Canada. Now, more than ever collision repair training is fast-paced, interactive and necessary to your success. Get connected and get online at TrainingMatters.ca

For more information please contact Joe Plati: o. 905-370-0101  e. jplati@mediamatters.ca

Trainingmatters.ca T H E T RA I N I N G P O RTA L F O R C O L L I S I O N R E PA I R

POWERED BY

FRAME REPAIR

H LDING THE LINE Advances in frame alignment technology are making it easier than ever to get a vehicle back into shape after a collision. By Thom Bator

S

tructural measuring is an essential part of the collision repair process. If the structure is not returned to factory specs within three millimetres, it not only weakens the structure but will show up in the various gaps between panels. It also can create serious wheel alignment problems.

Structural measuring has come a long way in the past few decades. Where the majority of the measuring used to be done with a measuring tape and a technician’s eye, we now have computerized systems that can judge with incredible accuracy where the points of a frame are compared to where they were when the vehicle left the factory. “Measurement is key,” said Jerry Snyder of the Collision Equipment Group. “We now have technology that checks 30 measuring points to make sure they are accurate to within one millimeter.”

Innovation in measurement technology is happening throughout the industry, but the team at Car-O-Liner has come up with something that is a little bit out of the ordinary: “We recently released a product called Hand-Eye that allows you to use the camera on your iPhone or iPod to check measurements directly under the vehicle,” said Car-O-Liner’s Joseph Blanton.

One of the biggest issues that the industry has had to deal with in recent years is how to properly adjust the more rigid frames of later model vehicles, which has required some equipment upgrades. “Our system is very modular,” said Wedge Clamp’s Desmond Chan. “So we can just replace the old adapters with new ones to hold onto the more rigid frames, the fundamental base stays the same.”

The more rigid frames of late-model vehicles also mean that modern frame alignment systems may need to exert more force on the vehicle to get the job done right. This is easier said than done however.

“Pulling just a single area at a time, or pulling multiple areas without equalized pressure, can actually do more damage to the vehicle,” said Mike Cranfill of Chief Automotive Technologies. “A critical consideration when looking at buying a full-size rack is whether the equipment is capable of providing multiple, simultaneous pulls using equalized pressure.”

Equal pressure ensures minimal stress on the vehicle, ensuring that everything is where it should be when it’s time to put your car back on the road. CRM

Turn the page to see some of the latest technology in frame repair...

Simply the Best.

GFS paint booths are engineered to provide the fastest drying times, the most intuitive control, and the highest levels of energy savings.

®

ECO Ultra Plus 1 Downdraft PERFORMER Downdraft

twitter.com/globalfinishing facebook.com/globalfinishing GFS_COLREPAIR_mar2011.indd 1

WWW.G L O BAL FINIS HING .CO M 11-02-03 9:48 AM

MARCH 2011 COLLISION REPAIR 43

FRAME REPAIR

Chassis Liner

Chief Automotive Technologies

The Truck-N-Revolution is available in 16, 18, 20 and 22-foot bed lengths and should fit the requirements of any collision repair facility. These racks have an 86-inch bed width.

With 10-tons of pulling power, three pulls per tower and a 360°-pulling configuration, the Truck N Revolution delivers a lot of power and flexibility for all vehicles.

The newly designed drive over bases with standard machined and adjustable unibody tie-down makes it easily upgradable to Chassis Liner’s

Chief’s EZ Liner Express collision repair system is a compact, inbay solution capable of handling the majority of collision repair jobs.

“Traditional frame racks are large, expensive and absolutely necessary to correctly return vehicles with major collision damage back to pre-accident condition,” said Mike Cranfill, Chief’s vice president of collision. “But when a shop relies on a single rack to repair all frame damage, bottlenecks can occur, slowing cycle times and reducing profitability. Since not all collision repair jobs require a full-size rack, installing the smaller EZ Liner Express in a few bays frees up the big rack for major jobs, while at the same time improving bay productivity and profitability.”

According to Chief, the system offers a constant five tons of power at the hook and lifting capacity up to 5,500

premier SUV/full frame anchoring system along with other specialty anchoring systems.

Since 1982 Chassis Liner Corporation has been manufacturing collision and automotive repair equipment. Today they continue to offer a wide assortment of automotive repair equipment and accessories available throughout the world.

lbs, suitable for reversing light hits.

The EZ Liner Express comes with Chief clamps, anchors and tower.

> chassislinersupply.com

> chiefautomotive.com

TRUCK-N-REVOLUTION

EZ LINER EXPRESS

M8197_Layout 1 11-01-25 4:47 PM Page 1

Wedge Clamp

97100 MID-RISE MOVABLE LIFT

FOR THE PROGRESSIVE BODY MAN

BEST VALUE STARTER STUD WELDER AVAILABLE! The most powerful lightweight stud gun available, with exclusive STUD EASE Technology.

2 YEAR LIMITED WARRANTY LIFETIME TRANSFORMER WARRANTY

ULTRAVIOLET PAINT CURING WITH UVA1200 1200 Watt of curing power, designed to be used with all new UV automotive refinish products. Factory tested and approved by all leading automotive paint/coatings manufacturers.

UVA1200R

UVA1200A

Georgetown, ON • Niagara Falls, NY 1-888-677-3798 • Tel.: (905) 873-1813

www.hsautoshot.com

44 COLLISION REPAIR COLLISIONREPAIRMAG.COM

Wedge Clamp has custom designed the new and innovative 97100 mid-rise movable lift for automotive and collision repair markets.

Its unique design requires a compact footprint of just 38” width by 35” length and yet delivers a maximum lift capacity of 6,000 lbs to a full extension of 36”—an ergonomic working height.

In its lowered position, the profile is just 4 1/2” in height, enough clearance for all but the lowest of vehicles. The four extending arms swivel 210 degrees to accommodate narrow truck frames.

Suitable for inground installation or above ground applications.

>wedgeclamp.com

FRAME REPAIR

Spanesi

Celette

The Collision Equipment Group (CEG) exclusively offers the Spanesi Touch Electronic Measuring System to the Canadian and US collision repair markets. Touch offers a multitude of features with few parts.

It sets up fast, measures in minutes and lets technicians monitor pulls while repairing vehicles.

There are only six accessory pieces, which makes Touch easy to use and offers little chance to lose parts.

The Touch system is completely portable and can be used in one stall and then rolled to another for diagnosis.

Parts can be measured both on and off the vehicle, saving time confirming the use of salvaged parts. Air currents and noise do not affect the operation of the Touch system so it can be used almost any where in or outside the facility.

Celette E-Guan compact electronic measuring system employs Bluetooth technology to send 3D structural measurements to a user-supplied PC. It works in combination with Celette’s MZ fixture system or on any Celette bench with cross beams.

The E-Guan system utilizes adaptors and a measuring arm to obtain the measurement information. E-Guan’s proprietary software, including OEM-based vehicle data, then guides the technician through the repair process with sound and visual cues.

The unit stores data throughout the process, letting the operator confirm the accuracy of the work.

The E-Guan package includes a storage trolley, complete set of measurement adapters, battery charger, software, OEM-based measurement database and a full year of free data updates and product support.

> cegroup.com

> celette.com

TOUCH

E-GUAN

PRODUCTS

Blowtherm

ChemSpec

Ideal for use with waterborne paints, Blowtherm’s new Blowpower system for their Extra spray booth optimizes performance in terms of energy saving, reduction in atmospheric pollution, operational speed and the quality of the finished work. These components can be adapted all together or one by one, according to the specific needs of the customer.

The selection of advanced technologies optimizes the performance of the spraybooth and offers substantial energy savings.

It includes components such as a direct fired gas burner, frequency drive and a heating recuperator. It also includes Blowtherm’s new Air Speed system, which increases the air velocity up to four times when compared with traditional ventilation systems.

Designed for panel and multi-panel use, the PE1500 Clearcoat offers fast dry times for a speed clear when applied over a properly applied basecoat colour. According to ChemSpec, its buffing time averages 45 minutes or less.

“This two-component clear boasts not only fast setting, dust-free times, but also delivers outstanding gloss with low overspray,” ChemSpec claims.

The Montana Speed Clear offers a 4:1 mix ratio. The 2.1 low-VOC means the product is compliant in all Canadian provinces. Results from test groups ChemSpec held commented on the wet on wet clear, and how impressed they were with the dry times. They observed no solvent pop and noted the gloss retention was impressive for a speed clear.

Other qualities included impressive flow and non-sag properties.

BLOWPOWER

> flatlinessi.com Photo: the Blowpower direct fired gas burner.

PE1500 CLEARCOAT

> abwarehouse.ca

MARCH 2011 COLLISION REPAIR 45

FEATURES

for the

An insider’s view on how to repair high-tech vehicles without wrecking anything, voiding warranties or getting yourself killed.

By Joseph H. Blanton, Car-o-Liner

New vehicles, new powertrains and new technology we will be working around present the need for effective safe working processes.

Is your facility ready? Proper equipment and technician training is more important than ever. With so many things changing in our industry let’s look at some specifics and how you can prepare to repair your customer’s vehicles accurately and profitably.

Fully Automatic Spot Welding Ultra-high-strength steel (hot stamped) has been introduced into vehicle construction as demand increases for greater safety and fuel mileage. Some manufacturers have their service parts released in a manner that works around this material, which makes the part bigger and/or involves more of the vehicle when a repair is performed. High-strength steel is also seeing and increase in usage. In the past, it was used for mainly structural components, but now it’s also being proposed for use in exterior panels. Again, this is driven directly by the need for crash-worthiness and fuel economy.

Some materials cannot be MIG plug welded. Those lend themselves to spot welding or rivet bonding only. Spot welding

is a more cosmetically pleasing repair as well as a strong repair, which helps us create the invisibly repaired vehicle. The chart on the next page shows what GM approves for their vehicles. Do other manufacturers approve the same welding processes? Probably not.

Since each manufacturer selects different materials and has different designations, it’s necessary to consult manufacturer-specific repair recommendation with each vehicle your shop repairs.

From our end, the Car-o-Liner CTR 12000 takes much of the guesswork out of the process. It’s a fully automatic processregulated, multiple function spot welding machine with medium frequency inverter operation. Based on the feedback we hear, it is proving to be a time saver, helping reduce cycle time for repair of vehicles.

46 COLLISION REPAIR COLLISIONREPAIRMAG.COM

BMW bonding of panels and structures In 2003 BMW introduced the 5 Series with the GRAV front structure, taking bonding and riveting of aluminum and steel to a whole new level. In 2011 there will be new models introduced that will increase usage to other components including quarter panels, rear body panels and roof skins.

The ad hesives us e d by BMW are available only through BMW parts departments and are used in specific repairs on certain models. The repair procedures outlining the adhesives and their specific use are available from BMW.

Truck Frame Changes 2011 HD truck frames have extensively changed for both Ford and GM. Boxed section frames are largely different from their 2010 counterparts even if the exterior of the truck looks very similar. It looks like HD trucks are gearing up to carry more and heavier loads. From what I have seen of these vehicles, HD trucks are returning to the work emphasis on their construction for those that need a “Real Work Truck” even when they retain their .7mm exterior skins on cosmetic panels. I bet they get upgraded in the future.

Electric Vehicles Electric vehicles are generating a great deal of talk and interest in the industry today.

From the Nissan Leaf to the Chevrolet Volt, technology is being pushed to the limit. But what effect does this have on technicians and facilities today? I see both opportu-

Illustration by Nikolay Kolesnikov.

Fixing Future

With high-strength steels the heat affected zone for the spot weld is less than you would see for a MIG plug weld. The CTR 12000 has been developed to the point where it can be done fully automatically.

This eliminates the need for a technician to change settings for different layer counts, material changes or other variables.

There are a couple things here that help when welding high-strength steels. All variables are continuously monitored for each individual weld to insure that each weld is completed properly. A quality control system provides feedback on each weld at the gun so returning to the control panel is not necessary. This welder also has the ability to be upgraded via a built-in USB interface. The work required post welding is also reduced versus MIG plug welds.

FEATURES

n it y an d p ote nt i a l Steel ID Stamping Grade GM Specifications Welding Method Cold Use of Heat Temp.

Max. Symbols MIG RSW MIG Braze1 Repair for Repairs Range Heat hazards. Each of these Mild Steel GM6409M (all) Yes Yes Yes Yes Yes Up to 1200 °F 90 sec. x 2 vehicles had power GMW2M (all) (650 °C) systems t hat c ar r y No Yes No Yes N/A Laminate Steel high voltage and high Bake Hardened GM6093M (all) Yes Yes Yes Yes Yes Up to 1200 °F 90 sec. x 2 amperage batteries.

GMW3032M (all) (650 °C) Technicians: you need Solid Solution— Yes Yes Yes Yes Yes Up to 1200 °F 90 sec. x 2 training for each veStrengthened (650 °C) hicle on how to enable High-Strength, GM6208M (all), Yes Yes Yes Yes Yes Up to 1200 °F 90 sec. x 2 Low Alloy GM6218M(all), GM3032M (650 °C) and disable these elec(HR CR grades) trical systems. Lives Dual Phase GMW3032M (HR DP Yes Yes Yes Yes No N/A N/A DP literally depends on <=800 MPA UTS and CR DP grades) GMW3399M (HR DP, CR it. Other questions to DP and HR HE grades consider are: how do with TS<800MPa) I recycle these batDual Phase GMW3399M (all other Yes Yes Yes No No N/A N/A DPX >800 MPA UTS HR DP, CR DP and >800MPA teries? And how do I HR HE grades) properly lift a battery UHSS Martensitic GM6123M (all) GMW3399M Yes Yes Yes No No N/A N/A M that weighs hundreds Boron (all MS grades) GM W1400 Yes Yes Yes B of pounds? Special TRIP GMW3399M (HR TR N/A N/A N/A N/A N/A N/A N/A TR and CR TR grades) tools are available for lifting these batteries.

Must use 8mm x16mm slotted holes; Cold repairs can be performed if damage excludes kinks; Dual phase Steels up to DP 800 may be sectioned with a sleeve or backer plate; Mig Plug NO STITCH WELDING. These steels may NOT be used as a backer for stitch welding. Note: Deviation from this chart is ONLY allowed if there has been a crash analysis completed by the Remember some of Only, Design Engineer and a Service procedure has been written; ISO Symbol for repair. Note: GM does not endorse repair of door impact beams. them use alcohol as an electrolyte—not good around welding! Proper equipment and technician training Do you have unique knowledge of the inHow will your facility to protect the ex- will be critical to repairing these vehicles dustry you’d like to share with readers? Send you pitch to editor@collisionrepairmag.com. tensive power systems in these vehicles? safely, accurately and profitably. CRM 2

2

2

2

2

2

4

4

4

4

4

4

1

4

2

3

4

5

CAN YOU MANAGE TO MEET OUR STANDARDS? Shop Managers needed for our busy collision repair centres in Vancouver and Calgary Do you have the confidence and experience (5+ yrs.) to run a shop with 30+ employees and $5 million in sales?

Are you attentive to details? A good communicator? Able to multi-task and meet high performance metrics? As BC's largest collision repair chain, we offer: • A leading-edge organization; • Excellent base salary; • Regular performance bonuses; • Company vehicle with gas allowance; • Extended benefits including LTD and MSP. E-mail us your résumé and a letter describing how your qualifications and experience fit the job. Only those selected for an interview will be contacted. No phone calls, please. Send to: info@craftsmancollision.com

MARCH 2011 COLLISION REPAIR 47

POINT BLANK WITH PIERCEY

Serving the Automotive Industry for Over 45 Years

DEARMRNO: We want to compete with the best.

By Sam Piercey

U Professional Sales Staff Trained to Serve the Auto Insurance & Repair Industry • • • • • • • •

Fully Computerized Inventory System National Parts Locating System Late Model Domestic / Foreign Cars & Trucks Pick & Pull Your Own Parts 60 Day Warranty Extended Warranties Available CAR-MS QRP Member We Buy Scrap Cars

Quality • Service • Selection

(905) 434-4566 Toll Free (800) 481-7272 Toronto Area (416) 222-7430 Fax (905) 434-7997 Email: sales@domsauto.com

www.domsauto.com 1604 Baseline Road West Courtice, Ontario L1E 2S5

sed to be a time when most shops out there were, for lack of a better word, “competitive.”

After all, cars were pre-unibody and waterborne was a term more suited to the navy than painters.

A Guy Chart tie-down system was state of the art and downdraft spray booths were the cat’s meow.

Training was basically unheard of and there wasn’t a new material to be thought of for decades. Steel was steel and paint was paint.

Estimates were brief and written by hand—emphasis on brief.

business to quibble about price, and ends the conversation with “you’re not competitive,” the first question both sides should ask is competitive with whom?

Does this fabled competitor spend a nickle on new equipment? Or training?

Could he afford to if he wanted? Has he given his painters a raise in the last decade, or is he watching all his best employees leave because they can’t make ends meet anymore?

A good shop today is a shop that is ahead of the curve. We’ve been absorbing a lot of the admin functions of detailed estimating and customer hand-holding.

WE’VE BEEN ABSORBING COSTS, AND IT’S UNSUSTAINABLE. “Competitive” was insurance doublespeak, meaning your price was too high.

Well, in those days, and God knows I miss them, this did have a particle of truth— not much mind you, but a wee bit. Costs were manageable and predictable, labour was plentiful and work was steady.

Truth be told, the final work was as good as the worker. With journeymen moving often, most facilities (at least the legit ones) pumped out fairly uniform quality.

Well, things have changed. Big time.

For those who don’t see that, I suggest putting rubber bands around their heads and snapping them.

I still hear the word “competitive” bandied about among some appraisers and adjusters. I’m sure you hear them too.

I think they miss the way things were too, so they’ve chosen to stay there. Stuck in the past somewhere, like a skipping record, they repeat the same mantra and expect the same price reductions.

As we say out in the country, don’t eat that Elmer, that’s a crock of horse apples.

When s ome one comes into your

48 COLLISION REPAIR COLLISIONREPAIRMAG.COM

We’ve swallowed the costs of investing in new equipment training. We pay taxes and licenses and other fees out the yin-yang. That’s what makes us competitive, and it’s unsustainable. Eventually, some of this stuff has to be reflected in estimates.

Insurers have to realize that competitive has to mean competitive with quality facilities.

If you want to drive the price down to the levels of that guy who put a sign up in his front yard to make an extra buck, you’ll start seeing short cuts.

It’s bad for the industry, bad for our customers, and bad, in the long run, for the insurers.

Being competitive is one thing. Bring it on. But make damn sure we’re comparing apples to apples. Even the horse ones. CRM

Sam Piercey is the co-owner of Budds' Collision Services in Oakville, ON.Samisalong-timeCoyote member and sits on many boards and committees. He can be reached at sam@buddscollision.com.

• • • •

Vac or Non-Vac Aggressive cut rate Extended product life Cleaner environment

Innovative net sanding products for exceptional surface finishing.

Mirka’s family of net products include discs, sheets and rolls.

1-800-843-39 0 4 w w w.mir k a .com

PRAIRIE VIEW

COMMITMENT Time to belly up to the bar?

By Tom Bissonnette

J

ust before Christmas 2010 the collision industry had a unique opportunity to get funding for the CCIF Skills Program: Mobile Paint Training Lab courtesy of the Aviva Insurance Community Fund. This fund is one of Aviva’s ways of being a good corporate citizen and giving back to the communities that support them—hat’s off to them for their creative and thought provoking way of sharing.

In the middle of November, Leanne Blackborrow sent out an email to hundreds of collision repair facilities via the CCIF’s database to encourage shops to register online with Aviva and vote for the Mobile Paint Training Lab—we had 10 days to get enough votes to get into the next round of qualification. At stake was a six-figure share of the $1 million dollars that Aviva is giving away to deserving projects.

Surely this would be an easy task for hundreds of shops (with multiple employees) doing something as simple as voting online?

Alas! It was not to be. We didn’t even make it into the 2nd round of qualification.

Instead projects like “Saving Homeless Cats, One Kitty at a Time” and “Save Orphaned Deer Fawns” easily breezed through to become finalists in this competition due to their supporters’ faithful voting.

Now I don’t mean to belittle these organizations, but I cannot believe that they have a network of hundreds of businesses that they could email and get them out to vote for their projects. They must have a core group of dedicated people that are absolutely committed to what they believe in.

I get a newsletter each week from Roy Williams, better known as the “Wizard of Ads”—you may want to check him out. Each Monday morning I get his memo that provides me with great insights on how to communicate my business message with potential customers and provides solid advice on how to succeed in business. Recently he had an article on the difference between determination

Assured Automotive

“

Cares

ENOUGH TO BE PROPERLY

TRAINED D&E EQUIPPED NOT BECAUSE WE HAVE TO, BUT BECAUSE WE WANT TO.

TRAINING IS ESSENTIAL IN TODAY’S INDUSTRY Assured Staff help to Build Toy Mountain

”

Assured Automotive honours our entire staff for their commitment to the collision repair industry and the communities that we serve. Assured Automotive Staff donated over $5000 of new, unwrapped toys in support of CTV and the Salvation Army’s Toy Mountain. At Assured we believe that our staff is the key to our success, to this end we would like to thank all of our staff for their contribution and dedication to Assured Automotive and their support of Toy Mountain.

D URE A S S OURED HON

50 COLLISION REPAIR COLLISIONREPAIRMAG.COM

Top photo, left to right: David Raposo with CTV news reporter.

PRAIRIE VIEW

and commitment. One of his readers wrote in with an opinion on the subject: “Determination is a function of will,” the reader said. “The greater the distaste of the task or lack of one’s faith in the outcome or belief in its value, the greater the will required to achieve the goal.

“Commitment creates a natural energy. The stronger one’s faith in the goal or cherished the

often meet people who sigh, “I just can’t find my passion.” To them I say, “Make a commitment.

Fling yourself into it. Passion will make its debut soon after.”

When a commitment is fully settled in the heart, all concerns about time and money are erased; “It will take as long as it takes and it will cost what it costs.” When the objective is clear

DETERMINATION MUST BE FED OR IT WILL FADE. COMMITMENT IS SECURE AND IRREVOCABLE. purpose, the greater the force and flow of the enthusiasm for reaching the goal.”

To which Williams added: “Determination must be fed or it will fade.”

Commitment, on the other hand, is settled, secure, and irrevocable. Costs are no longer counted.

You’ve heard it said many times that one of our society’s most costly mistakes is this misbegotten belief that passion produces commitment.

[The] high divorce rate testifies to our error.

Commitment, I believe, produces passion. I

and your commitment is absolute, schedules and budgets no longer apply.

Isn’t it time you got committed to the industry that provides a living for you and your family? CRM Tom Bissonnette is the owner/operator of Parr Auto Body, a collision repair facility located in Saskatoon, SK. He can be reached at tom@parrautobody.com.

See these and Over 50 Other Name Brands at www.CEGroup.com

Call Your Local Distributor at 888.877.4450 DISTRIBUTORS UTORS Atlantic Provinces, Ontario & Quebec: Call Jerry Snyder at 1-800-838-6111

Prairie Provinces: Prairie Alberta Booth & Bodyshop Equipment Call Stan Barlow at 1-866-433-6321

British Columbia: A.F.E. Call Mike Chornoby at 1-877-388-4523

MARCH 2011 COLLISION REPAIR 51

WHO’S DRIVING?

HOW’SITGOING? Using your relationships as a barometer.

By Jay Perry

A

measure of how we as individuals are growing (and changing) is in front of us everyday. (No, not your spouse).

Your coworkers, bosses, employees, peer group, community, business associates, industry members and family all have opportunities for us to look at how we are doing.

Are we getting along and creating symbiotic, complementary relationships? What are the results of our efforts? Do we have a great deal of conflict in our lives? Are we individually happy on the inside?

If we have wavered at all in the pondering of these questions it means two things. One: there is more work to do. And two: we are awake to ourselves.

That consciousness will drive us to become better people. Without being completely con-

Why is this important to you, the local business owner, manager or employee? Because we do not embrace change as we often say we like to.

I hear it weekly: “I like change, really I do.”

That is where the great big but comes into the conversation, but that’s another column.

Change is hard—there is no doubt of that fact.

Change is usually expensive in the short-run but that investment holds people back. Education costs money, but what are the costs associated with not educating ourselves and our workforce?

Too high, I say.

So where I am going in this article? If we work on being conscious of the results we have in our lives we can affect change in the world.

You are surrounded by it everyday in the technological sense; you may be using an e-reader to view this magazine or reading it online or have

RELATIONSHIPS ARE THE BEST BAROMETER OF HOW SUCCESSFUL YOU ARE. scious toward what we have in our lives, we cannot make changes. Change is necessary to continue to survive.

Whether you believe in evolution or are creationist in your convictions as to our heritage is irrelevant when it comes to considering what I said about change being necessary to survive.

We humans have undergone changes in lifestyles from hunter–gatherers to agricultural society. We then changed to an industrial society (even in agricultural).

We are in the information age currently and about to change again.

What happens to us as humans when changes occur? Overall conditions get better for the vast majority of human beings.

We have never lived so long, known so much, had so many comforts and so much control over our lives. That goes in all countries, even the poor ones, in which we see people being lifted out of poverty by the millions.

What were formerly third world countries and now referred to as developing countries (another indication of change).

52 COLLISION REPAIR COLLISIONREPAIRMAG.COM

received it by a mail service that has changed from Pony-Express thinking to modernized, automated, sorted and delivered hardcopy.

All of this was not possible very long ago.

Some one became aware of the then-current situation and decided they could build a better method of doing the job.

Do you have that attitude?

What results are you getting inside of the relationships I mentioned in the opening? They are the best barometer of how successful you are or are not—better than the money in your bank account or your car, boat, cottage, etc.

It is the relationships in your life that tell every one if you are one who’s driving. CRM

Jay Perry is the founder and owner of Automotive Business Consultants (ABC), a performance coaching company specializing in the automotive service industry. He can be reached via e-mail at jayperry@a-b-c-inc.com.

WE DO NOT JUST IMPORT PARTS LIKE THE REST, WE BUILD THEM AND WE BUILD THEM BEST! Auto & Truck Foreign & Domestic New, Used, Southern Auto & Truck Parts

Did you know we carry the following products?

Rear Wiper Motors

4X4 Actuators Wiper Motors & Transmissions

Mass Airflow Meters

Intake Manifolds Exhaust Manifolds Distributors (Ignition)

Fuel Filler Necks

Harmonic Balancers A/C Compressors A/C Condensers

Tail Lamp Circuit Boards

Cooling Fans

Fuel Pumps & Sending Units

CALL : 866-768-9696

We will meet or beat all competitor’s pricing!

Radiators Speed Sensors Axles 2 & 4 WD (Front & Rear)

Fuel Tanks

Catalytic Converters

Fuel Tank Straps

Crankshaft Position Sensors

Oil Pans Window Motors, Regulators & Upper & Lower Control Arms Strut Assemblies Switches Hub & Bearing Assemblies Transfer Case Switches & Shift Motors

Signal Lever Arm Assemblies Rack & Pinions Steering Box’s

> Air Ride Systems

Hinges Antennas Stabilizer Bars Speedometer Clusters

Radiator Overflow Containers & Washer Bottles

> Catalytic Converters

Replacement Body Panels Tailgates

ECM’S Hoods

Tailgate Straps & Handles

Engines

Trailing & Lateral ARMS

Grilles Alternators & Starters

Tail Lamps

Head Lamps

Bumpers Fenders

Fog Lights

Leaf Springs & Shackles

Signal Lamps Chassis Parts Intermediate Steering Shafts

Tires & Rims

PS Pumps Doors Mirrors

Transmissions

New Products Available:

Doors Handles (Inner & Outer)

> Wiper Transmissions > Intake Manifolds > Upper & Lower Control Arms > Speedometer Clusters > Complete Strut Assemblies > Intermediate Steering Shafts

Window Motors, Regulators & Switches

www.wholesaleautopartswarehouses.com

Toll Free: 866-768-9696

We offer SAME DAY & NEXT DAY DELIVERY to most parts of CANADA & the UNITED STATES. PLUS… We offer the BEST NO HASSLE WARRANTY in the business!

RECYCLING

SERVICE101 A letter of inspiration.

By David Gold

F

or this month’s column I have decided to share some feedback our company recently received in the form of a letter from a first-time customer. The importance of this letter and its story highlights the fact that customer experience is everything in business—and especially in the auto recycling and collision repair businesses.

Our industries face a lot of misconceptions, and I am continually impressed when I see staff dispel the myths through their attentiveness at the counter or on the facility floor. We are turning a lot of heads and have changed the way that the public views us.

It is with these thoughts in mind that I submit to you some excerpts from Craig Henry’s letter: When you walk into a 4 or 5 star hotel, or arrive at a high-end restaurant, in your mind you will set up a series of exceptions. Similarly, as you switch to a budget hotel or a fast food restaurant, you will often lower your standards and expectations.

It is with these expectations in mind that I

want to share with you how my expectations were completely rewritten by an experience that I had recently. An experience that re-established in my mind that we should really never judge a book by its cover.

I guess his vehicle had broken down but, since it was an older model, he decided to do something he hadn’t done in years and look into buying a recycled part to fix it himself. He came across our Toronto location through a web search and made a visit, apparently with fairly low expectations.

After a lengthy walk to the main entrance, my expectations started to change. I was greeted at the main gates by a smiling face. He greeted me in a polite, articulate and upbeat manner, directing me to my next stop along what would prove to be a journey of discovery.

I’m greeted immediately by a smiling receptionist.

She listens to my reason for the visit. She maintains eye contact. She calls me “Sir.” She quickly directs

Good for the Earth...

Good for your Customers...

Good for Business...

To locate Green Parts for any vehicle contact your local member of OARA or go to www.GoGreenParts.ca

54 COLLISION REPAIR COLLISIONREPAIRMAG.COM

RECYCLING

me to my next stop—an agent set up specifically to handle my need.

He takes the information, and with great proficiency, negotiates the computer system at his station. He quickly locates the part I seek, [but wait,] the part is not on the lot. He quickly sources another lot, and with great speed determines that

that “those in the service industry could truly be inspired by the customer service offered at this location.”

I’ve never been prouder of my staff.

Let’s make it our mission as an industry to wow every customer that walks in our door and to do everything in our power to debunk any outdated and preconceived notions that a customer may have. Thank you all for

LET’S MAKE IT OUR MISSION TO WOW EVERY CUSTOMER. they have the part I seek. Announcing that the part is in their New York facility. Yes, New York, USA. He states that if I would like this item he could have it here “tomorrow.”

What? Tomorrow is Sunday. And this part is in New York State. It is not here in Canada. It must be shipped overnight. “Will there be a charge for this?”

“Oh, no ‘Sir’”—there it is again—”we will simply have it shipped up here overnight. You can come in this time tomorrow and pick it up?”

He goes on to describe the rest of the transaction, which was similarly positive, and concludes by saying

continuing to inspire me every day and for your level of dedication to furthering our industry.

A special thank you to Craig Henry, VP of Sensors Quality Management Inc, for sharing your thoughts and for putting a smile on many faces. You can read his full letter at collisionrepairmag.com. CRM David Gold is the co-owner of Standard Auto Wreckers, an auto recycling facility with locations in Toronto, Ontario and Niagara Falls, New York. He can be reached by telephone at 416-286-8686 or via e-mail at david@standardautowreckers.com.

ar t s P o t SonshineAutoParts.com e l Au d o M Late n I g lizin a i c e 2104 Dunning Road p S A Locally Owned Auto Recycler

akes M l l F or A

Cumberland, Ontario, K4C-1M1

Instant Parts Quote Offering GM & North American surplus and factory overrun parts at a fraction of the OE cost.

MARCH 2011 COLLISION REPAIR 55

RECYCLING NEWS

OARA DONATES $25,000 TO THINKFIRST The Ontario Automotive Recyclers Association (OARA) presented ThinkFirst Canada with a cheque for $ 25,000 recently. This donation was issued by Michael Maio of Boston Auto Wreckers on OARA’s behalf.

ThinkFirst is a national non-profit organization dedicated to the prevention of brain and spinal cord injuries. Celebrating over 17 years in operation, ThinkFirst has been heightening public awareness through education since its inception in 1992, when it was founded by renowned neurosurgeon Dr Charles Tator. Tator was on hand at the ceremony to accept the cheque on ThinkFirst’s behalf.

“The reason that I chose ThinkFirst Canada is because as an Auto Recycler, I see a lot of wrecked cars and trucks,” Maio said. “I am always concerned about the people who were in those vehicles. I am happy to have found ThinkFirst and to have the opportunity to support them as they work to prevent brain and spinal cord injuries for children and youth at play through their great community outreach education programs.” Boston Auto Wreckers has been doing business in the Toronto area since the early 1970s. “Working with a great association like OARA and a program like Retire Your Ride has given us the opportunity to give something back to the community.”

Dr Charles Tator, Michael Maio and OARA director of business development Brigitte Pesant.

OARA donates over 60 per cent of the revenues they receive from members for vehicles acquired through the Retire Your Ride vehicle recycling program. Those proceeds go to a wide variety of charities throughout the province. To date, OARA has donated over $1 million to over 50 different charities across the province.

DEREK COVEY NAMED TOP AUTO RECYCLER OUTSIDE THE US Derek Covey, owner of Covey’s Auto Recyclers Ltd. in Blandford, Nova Scotia, has been named tops “Outside The USA” in the

automotive recycling industry for 2010 by Locator UpFront.

Every year Locator UpFront selects 25 of the most influential automotive recyclers from North America.

Derek Covey.

MICHAEL CARCONE NAMED ONE OF THE CONTINENT’S MOST INFLUENTIAL RECYCLERS Michael Carcone, co-owner of Carcone’s Auto Recycling and Wheel Refinishing in Aurora, Ontario, has been named one of the top “25 Most Influential Auto Recyclers of 2010” by Locator UpFront.

Carcone has been named as the top “diversifier” in the automotive recycling industry.

“The Locator recognizes Michael Carcone. that this industry is built on the enthusiasm and dedication of entrepreneurs who have put their heart and soul into their businesses. We want to acknowledge the accomplishments that they have made,” explained Charis Lloyd, Locator executive vice president and COO. “This issue provides just a small glimpse at the esteemed men and women who have made an impact on our industry during this past year.”

56 COLLISION REPAIR COLLISIONREPAIRMAG.COM

Growing to Serve You Better Family Owned & Operated Since 1968

Computerized Inventory

Your U-Pick & Pull Location

Parts For All Makes & Models

905-789-9313 905-789-9311

Daily Deliveries In GTA & Surrounding Areas

aadco.ca

A

Visit Our Website to See Our Full Inventory

UTO WR

40

EC

th Anniversary

K E RS

38 Hansen Road South Brampton, Ontario L6W 3H4

New Stock Arriving Daily

L HIL TOP

Telephone Fax

Visit Today & Save

Specializing In Computer Repair & Headlight Refinishing

HILLTOP AUTO RECYCLERS

Auto Parts

Ontario’s #1 Source for Quality Recycled & Rebuilt Auto Parts!

1-800-441-9812 905-773-5806 or 416-447-3256

www.hilltopautowreckers.ca

195 Snively Street, Richmond Hill

416-769-1133 monsterautowreckers.com

905-954-0002

3518 Davis Drive, Cedar Valley

USED AUTO PARTS EXPERTS

Find Used Parts in Your Area with Our Auto Parts Locator!

Ask Us About Our FREE Car Removal Service!

Our Parts Request Form Searches Hundreds of Recycling Yards to Find Your Auto Parts!

www.millersauto.com WE WE ARE ARREE YOUR YOUR OOU UR EEnvironmentally nvironmentallyy Sensitive Automotive Recycler!

Re ycler!

1557 Bowen Rd, Fort Erie, Ontario

Toll Free 1-800-263-8104 Tel 905-871-4354 Fax 905-871-5453

113 McCormack St Toronto, ON M6N 1A1

AUTO WRECKERS .COM

Celebrating

70 North Queen St. Toronto, Ontario M8Z 2C9

45 YEARS of

Great

&

Great

SERVICE QUALITY!

“In Our Business, the End is Just the Beginning.”

North America Wide Shipping Available.

northqueenauto.com

416-233-5801 888-723-4933

Local: (519) 894-1450 Watts: (800) 265-6464

parkwayautorecyclers.net

Monday to Friday I 8am-5pm 21 Manitou Drive I Kitchener ON I N2C 1K9

www.sonshineautoparts.com “Quality Used Auto Parts!”

A locally owned auto recycler.

Specializing in late model auto parts for all makes.

Computerized inventory and nation wide locating service.

Toll Free: (888) 834-3666 T: (613) 833-1200 F: (613) 833-1250 2104 Dunning Rd Cumberland, ON K4C 1M1

40883 Hwy. 41, P.O. Box 325,Pembroke, ON K8A 6X6

Toll Free: 800-565-7667 Fax: 613-735-6744

LAST WORD

EASYANSWERS It pays to be polite.

By Joe Rayment

O

ne of our readers took the time to contact me recently to see if I could include something in the magazine about the way a sales person should answer calls.

They should identify themselves by name, he said. It’s an important part of the phone call. If you’re ordering a part, you want to know who you’re speaking with and who you should ask for if you need to follow up.

He’s right.

Note that I began by pointing out that he took the time. He’d had a bad experience (or experiences) and it bugged him enough to sit down, find my email address, and

Remember that customers aren’t always your friends. Your friends know you; when you speak, they hear more than just the words you’re saying—they can put things in context and judge a conversation based on your personality, quirks and level of knowledge.

With people who don’t know you well (or, perhaps worse, people you think know you well) they have to take things at face value. It means you can come off as a jerk even when your intentions are pure—say by trying to save a little time by not introducing yourself on every phone call.

It’s something people might fault you

AN UPSET CUSTOMER IS A DANGEROUS THING. spend about 15 or 20 minutes constructing a formal message describing his opinion.

Does he sound like a happy customer?

He’s probably reached the point where he’s considering switching suppliers over a problem that would be mind-numblingly simple to solve. It’s thousands of dollars of business the supplier could save (and possibly increase) just by being a little cordial.

It’s easy to underestimate the power of politeness—even formality—in our dayto-day dealings.

I say this as one of the worst offenders.

Hopefully no one who deals with me in an official capacity knows this, but I’m grumpy, and some times abrupt.

They’re traits I try to correct; in professional matters, it’s almost never a bad to err on the side of formality.

?

for. And the opposite is rarely true. Formality shows respect. A little extra effort, even if it’s an unnecessary effort, is usually something people will appreciate.

And there’s the added bonus of knowing y ou’re n ot ov e r l o o k i n g s om e t h i n g simple and unintentionally leaving a bad impression.

An upset customer is a dangerous thing.

They have long memories and loud voices.

In terms of business, being a little extra polite almost always pays better than being an unintentional jerk. CRM Joe Rayment is the editor of Collision Repair magazine. He can be reached at 905-3700101 or via e-mail at editor@ collisionrepairmag.com.

How do you set your payroll?

Go to collisionrepairmag.com/survey to share your answer with your fellow repairers.

58 COLLISION REPAIR COLLISIONREPAIRMAG.COM

EVO and

Car-O-Tronic Vision™ X3 LEAN Based Repair Systems

EVO 1, 2, 3 and CAR-O-TRONIC Vision X3 accurately repair today's most advanced vehicles!

Vision X3 Benefits: • Complete upper body measuring • Data supporting over 12,900 vehicles globally • Dimensional measurement for estimating, diagnosing, pulling repairs, structural part replacement and final fit • VIN decoding • Suspension diagnostic software • Online instant updates and data

EVO 1, 2 and 3 Benefits: • Universal Basic Anchoring, Extended Anchoring and Part Fixture System • Minimum components required

www.car-o-liner.com | 800-521-9696 Approved by:

BMW

“I absolutely believe CAR-O-LINER has the finest collision repair equipment on the market today.

CAR-O-TRONIC Vision X3 Measuring System is simple to learn and set up.

Combined use of Vision X3 with EVO fits perfectly within our LEAN environment.

EVO’s modularity allows each component to be assembled with others to handle every anchoring, holding and fixturing need we might have. EVO’s shadowed tool boards are an excellent fit with the 5S principles of LEAN production in our organization.”

Ken Friesen, President Concours Collision Centres Calgary, Alberta, Canada

Autowave® – the natural choice for efficiency

Our focus – your success Want to become a greener bodyshop, but concerned about the impact on business? Now there’s the Sikkens Eco-efficient system from AkzoNobel. This state-of-the-art range of waterborne and low VOC products enhances productivity and is environmentally responsible. What’s more, we offer a wealth of expert advice and support to smooth your transition to greater eco-efficiency. And that’s good for your business and for the environment.

Sikkens – people best at enabling bodyshop profitability