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Perfection made simple
CONTENTS
On The cover 25 lean operator Volume 10 Issue 5, November 2011
Raj Kavia and Kavia Auto Body learned the lessons of tough times, and persevered.
25
features 21 CSN’s Capital The network storms Ottawa for its ninth annual meeting.
29 nace showcase The latest and greatest on display on the NACE show floor.
36 Carstar connects ARAAC’s Code of Practice; ARC’s Certification Process and much more!
38 parts procurement How do repairers feel about insurer-driven parts programs?
43 hidden power Revealing the power of performance at PPG’s MVP conference.
46 big transition
21
Kate Tapley is choosing a new life at Nick and Dan’s Collision.
43
departments 04 Publisher’s page by Darryl Simmons Questions and answers.
48 Point Blank by Sam Piercey Bandits beware! On the Cover: Raj Kavia strives to build a great working environment.
YOUR ONLINE SOURCE
Canada’s collision repair information resource. New articles and top news stories daily. Visit www.collisionrepairmag.com.
HAVE YOUR SAY We welcome your comments on anything you see in Collision Repair magazine. Send your feedback to editor@collisionrepairmag.com.
50 Prairie View by Tom Bissonnette Are we there yet?
52 Who’s driving? by Jay Perry Active listening
64 Recycling by David Gold Parts prices.
66 Last Word by Mike Davey Let’s scrap!
november 2011 collision Repair 03
publisher’s page
surveysays We asked. You answered.
PUBLISHER DARRYL SIMMONS (905) 370-0101 publisher@collisionrepairmag.com
By Darryl Simmons
T
here are some things that are guaranteed to get me excited, as both a journalist and as a member of the collision repair industry. The one thing that really gets me going is participation. When people make their voices heard, others listen. The first of a three-part article on insurer-driven parts procurement programs premiers in this issue. This article focuses on the opinions of collision repairers. The second and third parts will examine these issues from the perspectives of insurers and part suppliers respectively. In addition to one-on-one interviews with members of the repair sector of the
the opportunity to do so. I’d like to share some of the more interesting and thought provoking of those comments here. One repairer pointed out that there is an advantage to the customer, but it was only an advantage if they had been previously dealing with crooks: “It is a guarantee that the customer is getting what they are paying for. But from the perspective of an honest shop, they always were.” Another repairer was in favour of these programs, provided some basic conditions were met first: “Provided the profit levels remain, that I have a choice of suppliers, that suppliers
We have a powerful tool for measuring industry opinion. auto claims economy, we gathered further opinions by sending out an email survey. To be honest, I expected that responses would trickle in over a few weeks. This is one of those rare instances where it’s really nice to be wrong. The number of responses rocketed to more than a hundred literally overnight. This is clearly a topic that arouses some strong feelings across sectors. It wasn’t just the sheer number of responses that gets me excited, although that was certainly nice to see. The really great part was the diversity of opinion. All responses were anonymous, but the very first question identified the respondent’s industry, and all further answers were to that. In other words, we could tell if a particular answer came from a repairer, an insurer or a supplier. A cynical man might expect that insurers would be all for these programs, and collision repairers would be either leery or outright hostile. To some extent, that turned out to be the case. However, never doubt that Canada’s collision repairers (and insurance professionals) make up their own minds. Respondents could also leave comments on various questions, and many of them took
respect our shipping and receiving hours, I am all for reducing my cash flow. No more accounts payable calls, so there’s less phones ringing and less bookkeeping. But I really want to see how damaged parts and returns will be handled.” However, there are some repairers who really don’t want anything to do with this: “I became a business owner because I wanted to run my own business, not to have someone tell me who I can have as a vendor.” The most direct and passionate comment was probably “Tell the insurance companies to go f--- themselves.” Something tells me that shop won’t be signing on. As I said, though, it isn’t really the respones themselves that have me excited. It’s the realization that we have a powerful tool for measuring industry opinion. Let me know what questions you want answered. We’ll make sure to ask them. CRM
04 collision Repair collisionrepairmag.com
EDITOR MIKE DAVEY editor@collisionrepairmag.com ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com assistant EDITOR Michael raine mraine@mediamatters.ca Interns andrea chan, nahad imanirad 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 circulation department Pat Cappelli (905) 370-0101 pat@mediamatters.ca publisher’s assistant Ryan Potts ryan@mediamatters.ca SUBSCRIPTION One-year $29.95 / Two-year $55.95 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:
magazine
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
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the front end
People on the move AkzoNobel appoints new GM, Automotive & Aerospace Coatings Americas AkzoNobel has appointed Margaret Kleinsman to become general manager for automotive & aerospace coatings Americas (A&AC). Kleinsman, an AkzoNobel veteran, has held key management positions in multiple units throughout AkzoNobel. In this assignment, she will lead the A&AC vehicle refinishes and commercial vehicle operations in the U.S., Canada, Mexico and South America. In commenting on her appointment
Kleinsman said, “The Americas is considered to be a key strategic sector for AkzoNobel. A&AC has earned a leadership position within the Americas by delivering superior products and services that enable our distribution partners and collision repair customers to build and maintain sustainable businesses. I look forward to continuing to be an agent for change that will aid all stakeholders in advancing our mutual interests.”
Enterprise names new GM for Atlantic Canada Enterprise Holdings, parent of Enterprise Rent-A-Car, National Car Rental, and Alamo Car Rental, has announced that Paul Evon has been appointed the new general manager for Atlantic Canada. Evon brings 20 years of experience with Enterprise Holdings to the role, most recently as the regional vice president for Charlotte, North Carolina. He replaces Andy Feldman, who is taking on a new role as gen-
eral manager for the U.S. Heartland region. “I am looking forward to my new role in Atlantic Canada and ensuring that our customers and employees in New Brunswick, Prince Edward Island, Nova Scotia and Newfoundland and Labrador are getting the best service in the industry,” said Evon. “This is one of the most beautiful regions in the country, and I am thrilled to be here.”
Kleinsman is preceded as general manager of A&AC Americas by AB Ghosh. Ghosh will assume the position of global general manMargaret Kleinsman ager for AkzoNobel Powder Coatings headquartered in Sassenheim, Netherlands.
strange but true What’s in a Name? Hilarity! Manufacturers have hung some silly monikers on cars over the years. Some of the “best” include the Toyota Deliboy, the Honda Life Dunk and the Volugrafo Bimbo.
Protect Your Car: Don’t Drive It Car enthusiast Ron Frost bought a brand new cherry red Mini in 1989,
BASF names Vitor Margaronis marketing director
drove it home, and parked it. The car
BASF has named Vitor Margaronis as marketing director for BASF Coatings, North America. In his new role, Margaronis is responsible for directing Vitor Margaronis. marketing activities of the BASF Automotive Refinish, OEM, Industrial and Commercial Trans-
oil in the engine and is now worth about $2,000
port Systems businesses. Margaronis comes to the BASF North America Coatings team after a 10-year history at BASF in Canada. “With his deep understanding of BASF businesses, customers and markets, Vitor is an excellent addition to our team. His varied and diverse experiences across BASF position him well for continued success,” said Juan Carlos Ordonez, senior vice president, BASF Coatings North America.
currently has 148 miles on it, the original more than he paid for it.
Not That Dumb Illinois has a law on the books saying that it is illegal to drive a car using anything but a steering wheel. We’d think that was funny, but we’ve personally seen someone driving a vehicle with no steering wheel by holding onto the nut with a pair of channel locks.
DV Systems names Benjamin Sassard Territory Manager for Quebec DV Systems has named Benjamin Sassard as its new Territory Manager in Quebec. Sassard will be in charge of managing and increasing DV Systems’ network of distributors. DV Systems, which has focused exclusively on air compressors, will expand its efforts to other compressed air products. Sassard will spearhead this drive in Quebec. “The expansion of our sales rep and distribution team further strengthens our ability to meet the needs of our customers,” noted Bogdan Markiel, CEO of DV Systems and Garth Greenough, President of
DV Systems added, “Benjamin Sassard’s comprehensive understanding air compressor sales and marketing will greatly benefit DV Benjamin Sassard/ Systems, our distributor network and our clients.” Before joining DV Systems, Benjamin Sassard has worked in the automotive and aerospace industries.
06 collision Repair collisionrepairmag.com
Brand Loyalty Taken Too Far A young man in Georgia was arguing with a friend about which brand of car was superior, Ford or Chevrolet. The discussion escalated to a fistfight, and eventually, a stabbing.
Mayors Aid Business Tw o m a y o r s o f n e i g h b o u r i n g Paris suburbs both declared a street their communities share to be one-way, but in different directions. As you can imagine, this has caused problems.
ONE WAY
ONE WAY
HOW TO CHOOSE
yOur
network ?
Choosing a network is an important decision. Fix Auto has put together this exercise to make it easier. Rate three networks, and compare the results.
Rate the networks from 1 to 10 on each of the following criteria, then add up the totals. 0 points — hopeless
6 points — good
2 points — weak
8 points — very good
4 points — average
10 points — excellent
Networks > 1
Leadership
2
Network image
3
Customer service
4
Freedom of action
5
Member selection
6
Commitment
7
Training and support
8
Relations with insurers
9
Marketing
1
10 Innovation and technology
total per Network / 100
Any network thAt scores lower thAn 75 points will not live up to your expectAtions.
?
?
2
3
news
matrix teams up with cope twins for nascar nationwide Matrix System Automotive Finishes is excited to announce that it was one of the co-sponsors for Tri-star Motorsports and drivers Angela and Amber Cope during the 2011 Nationwide Series. Angela and Amber are the third generation of Copes to enter into the world of racing. Their road to NASCAR began at the age of nine, when their parents gave them a go-kart for Christmas. The Cope sisters have already made history this year by becoming the first twins to ever race in the NASCAR Nationwide Series. The twins have been strong supporters of each other since they began competing. During the race in Chicago, Angela was the one strapping on her helmet to race in the No. 44 red Chevrolet Impala. Not far from her twin was Amber, who assisted the effort by being a spotter for Angela. Angela was excited about competing, as she wanted to improve her finishing time and show the world exactly what she could do as a serious NASCAR driver and competitor. “It’s all about opportunity and then learning from those opportunities, stated Cope. This will be our first time on a 1.5-mile track. We plan to make the race, get in laps and continue to grow as a team.” Commenting on the sponsorship, Cope said, “First, I want to thank everyone at Matrix System for stepping up and believing in us and our program. I am proud to help promote Matrix System and
Amber and Angela Cope are the first twins to participate in NASCAR Nationwide.
show off our paint scheme at each and every race.” Matrix System Automotive Finishes is a manufacturer of color, clearcoats, primers, hardeners and reducers. “We are excited about teaming up and helping to support Tri-Star Motorsports and the Cope Twins,” said Dave Brunori, executive vice president/general manager of Matrix System Automotive Finishes. “Our relationship with the Cope twins started at the end of last year and has grown into one based on trust and commitment.”
Summit Software launches DigitalDeals Summit Software and Mobile Solutions has announced the release of DigitalDeals, an advertising, promotions and e-couponing platform that allows auto body shops to create, manage and measure email, text, internet and social media based advertisements, promotions and coupons. According to Summit, this new platform will provide shops with the ability to create an unlimited number of digital advertisements, special promotions and digital coupons where they manage the content, images, pricing as well as how many units can be purchased by the consumer. The DigitalDeals platform also allows shops to create and distribute coupons via email, text message, their website or Facebook page while tracking how well their digital advertising, promotions and coupons perform through a tracking and reporting system. Summit states that all existing Help I Crashed My Car customers will receive the DigitalDeals platform at no charge. Frank Terlep, Summit’s CEO and the creator of DigitalDeals states, “All small businesses need to advertise and market their businesses digitally. Print, TV and radio advertising are relatively expensive and their results continue to decline. At the same time, on-line, email, text and social media advertising, promotions and coupons are very inexpensive and consumer interest in this media is growing exponentially. Shops can use DigitalDeals to advertise and promote their businesses via email, text message, their website and Facebook pages for about $2.00 per day.” 08 collision Repair collisionrepairmag.com
news
Chasing leads to three arrests in Hamilton Hamilton Police Services has completed a six-month insurance fraud investigation dubbed “Project Overhaul” that resulted in the search of two collision repair facilities and the arrest of three Hamilton men. Members of the Hamilton Police Service East End Detectives and the Major Fraud Unit joined in partnership with the Insurance Bureau of Canada and insurance companies throughout the area in February of 2011, with the goal of tackling major fraud investigation involving fraudulent auto body repair work in the City of Hamilton. This investigation was focused on repair companies that were hiring the services of “chasers” to attend collision scenes and Collision Reporting Centres to obtain business through fraudulent means and then inflating the cost of claims. This investigation began after a 73-year-old driver was flagged down on a city street by a chaser.
not only take care of her car and repair it, but that he would also put her into a rental vehicle while the work was being done. When the insurance adjuster attended the shop, there was additional damage on the vehicle that had not been there when the collision had been reported to the police or when the car had been turned over to the shop for repair. Three men from Hamilton have been charged with fraud under $5,000 and conspiracy to commit fraud. All three were released on a promise to appear. The investigation is ongoing and further charges are expected.
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The driver was targeted after she left the Mountain Police Station Collision Reporting Centre, where she had reported a minor collision. This driver was advised by the chaser that her vehicle was unsafe to drive, that he worked for a collision repair company, and that he would
ASRW announces 2012 location In a continuing effort to respond to consistent participant feedback, Automotive Service & Repair Week is pleased to announce its 2012 event -- featuring the milestone 30th annual NACE event -- will take place Oct. 11-13 at the New Orleans Morial Convention Center in New Orleans, Louisiana. “Almost a year ago, we put the attendees and exhibitors in charge of key decisions about the future of ASRW, including where and when the event takes place,” said Ron Pyle, ASA president. “After multiple surveys among both attendees and exhibitors, the results were clear: our audience wants this event in New Orleans, and we’re pleased to make it happen.” Based on attendance trends leading up to the 2011 event, the move to New Orleans is expected to draw a significant population of new attendees, as a new region of North America has access to this international event.
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november 2011 collision Repair 09
news
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10 collision Repair collisionrepairmag.com
Fix Auto adds facilities in Alberta Fix Auto has added four new locations to the network’s roster in Alberta: Fix Auto Calgary South Central, Fix Auto Fort MacLeod, Fix Auto Edmonton West and Fix Auto Calgary Central. The first of the four shops to join the network roster is Fix Auto Edmonton West, located at 10118 158th St. NW in Edmonton. Albert Rosanova, owner of Fix Auto Edmonton West, says a passion for cars and the collision repair industry has led him to own the highly successful and respected newly renovated shop now know as Fix Auto Edmonton West. Current
Fix Auto Calgary South Central.
Leon Fieret, owner and Brooker Aitken, office manager of Fix Auto Fort MacLeod.
industry trends played a significant role in his decision to join Fix Auto. “Insurance companies drive change in our industry. In evolving from claims management to procurement, they are looking for a single point of contact. As a result, this is another reason why Fix Auto was more attractive to me,” said Rosanova. Fix Auto Calgary South Central, located at 504 51st Ave. SE in Calgary, is the second most recent location to join the network in Alberta. The 17,000 square foot shop has kept busy since the day they opened back in 1981. However, management decided they wanted to take their already successful business to another level. “After reviewing the various options to branding, we decided that Fix Auto was the right partner to share our values and company direction. After 30 years of providing exceptional customer service, we knew Fix Auto would help us reach a whole new customer base and we love our exciting new image,” said Carol Sitter, owner of Calgary South Central. Located at 4120 15A St. SE in Calgary, Fix Auto Calgary Central has over 15 years in the collision repair business that has been up kept by the passion of two brothers, Steve and Gregg Pappas. “There was no hesitation about adopting a strong and reputable brand like Fix Auto,” said Steve Pappas, owner of Fix Auto Calgary Central. “We are looking at the future and carrying the Fix Auto identity was the clear choice.” This family run business takes great pride in quality workmanship and is Alberta Rosanova, owner looking forward to serving the Calgary of Fix Auto Edmonton West and his team. community under their new name. Overlooking the Canadian Rockies, Fix Auto Fort MacLeod is the most recent addition to Fix Auto in Alberta. The shop is located at 603 12th Street, Box 1228 in Fort MacLeod. Leon Fieret’s dream of owning his own shop became a reality through sheer determination 11 years ago. Fix Auto Calgary Central.
“The Fix Auto network is made up of the finest collision repairers with the same commitment built on integrity, accountability and driven by passion. These are qualities I believe in. Joining Fix Auto was an investment in my future,” said Leon Fieret, Owner, Fix Auto Fort MacLeod.
news
Carstar experiences huge growth in Quebec Carstar Automotive Canada has experienced explosive growth in the province of Quebec, now with 24 stores in the province. “In the span of five months, our Quebec team has been able to show local collision centre owners that joining the Carstar network is beneficial to their business, offering operations, insurance relations and more resources to help their bottom line,” says Larry Jefferies, executive vice president of Carstar Automotive Canada. With its most recent addition of Carstar Dorval, the company has announced nine new stores to the already 15 existing Quebec stores. Carstar Trois-Rivières, announced in March of this year, is run and operated by Serge and Danielle Diamond, who have been in the industry for over 24 years and have owned their location since 1997. In May, Carstar Arsenault Granby, owned and operated by Jean Arsenault, his son Marc Antoine and France Choinière, opened their 7,000 square foot location in Granby. Immediately following, Carstar Dagenais Gatineau, owned by Serge Dagenais and operated by himself and son Shawn, was announced in the city of Gatineau. By June, Carstar had another five stores lined up to open. Carstar Carrey Beloeil joined the network after being opened in 1956 as a family-run collision centre that was taken over by brothers Richard and Bruno Carrey. Carstar Beauceville also became part of the Carstar network in June. Jean-François Dion and Jimmy Bolduc, two young entrepreneurs that already have more than 17 years of experience between them, run this location. Carstar Quebec, another new location, is owned and operated by Sébastien Deschênes and his associate, Patrick Tremblay, who offer more than 36 years of experience in their community. Carstar La Baie was announced with Martin Desbiens as the owner. The last store to join the Carstar system in June was Carstar St-Basile, owned by Réjean Michaud, who has been in the business since 1974, with his sons Daniel and Eric.The latest announcement is Carstar Dorval, which is being operated by Dean D’Amato.
Too Busy to type? Give us a call at 905-370-0101 and we’ll subscribe you to Collision Repair magazine’s web, print and e-zine. Subscriptions are free for qualified professionals.
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november 2011 collision Repair 11 pCHIEF0002_AD_Huge Capabilities_CollisionRepair.indd 1
8/9/11 3:15 PM
news
fix auto milton hosts open house
Don Richard, owner/operator of Fix Auto Milton, prepares to cut the cake during the Fix Auto Milton open house event held to celebrate the shop joining the Fix Auto network.
Fix Auto Milton held an open house recently to celebrate joining the network. The facility had operated as Churchill Collision since 1988, but recently decided to join the Fix Auto network. “It was a tough decision, but we chose the right banner,” says Don Richard, owner/oper-
ator of Fix Auto Milton. “They’ve got a great staff. I’ve only known them for a short time, but they’re very professional. When they make a promise, they keep it. That matches up with our attitude. You need to do that to get community support. If you don’t have community support, you don’t have a business.”
12 collision Repair collisionrepairmag.com
Miller offers free weld setting calculator Miller Electric Mfg. Co. has developed a weld setting calculator that allows welders to conveniently access Stick, TIG and MIG equipment settings and other helpful tips. The Miller Weld Setting Calculator is available via the iPhone App Store or via the company’s website at MillerWelds.com/weldsettings. Upon entering weld parameters, such as the type of material and material thickness being welded, the calculator provides suggested settings including wire size and feed speed, shielding gas, voltage range and amperage range. Miller notes that all suggested settings delivered by the new weld setting calculator are approximate. Welds should still be tested to ensure they comply to user specifications.
Kirmac opens new location in Redmond, Washington Kirmac Collision has announced the acquisition of the former Ken’s Redmond Auto Body in the home of Microsoft - Redmond, Washington. This will be the 22nd location for the Kirmac Group. “We are thrilled to be expanding our locations in Washington State,” says Ian McIntosh, Founder & CEO of Kirmac. “Bordering our existing location in Bellevue, the new Redmond location is centrally situated for both our customers and insurance partners.” Redmond is best known as the home of Microsoft, the city’s largest employer. The new Kirmac location will be providing Redmond residents with complete collision repair services. “We have been working hard to rejuvenate the existing facility to ensure that it meets Kirmac’s high standard of quality repairs and exceptional customer service, and we are really looking forward to servicing the auto repair needs of Redmond residents,” adds Leonard Lassak, Vice President of U.S. Operations. Kirmac operates under both the Kirmac and Thoroughbred Collision brands in Washington State. The new facility in Redmond, located at 18138 Redmond Way, will increase the number of Kirmac repair centers to 12 in Washington State, joining the 10 Canadian locations in the Metro Vancouver area of British Columbia.
ADVANCING BODYSHOP EFFICIENCY THROUGH
COLOR EXCELLENCE Consistent delivery of outstanding color matches is vital to the success of bodyshops around the world. The ability to consistently craft exacting matches to today’s sophisticated OEM finishes is critical to repair process efficiency. The latest innovation from Nexa Autocolor,™ Aquabase ® Plus basecoat, combines next generation waterborne technology with state-of-the-art color tools to offer progressive collision centers the most reliable and efficient color matching process in the industry. For more information, contact your Nexa Autocolor distributor.
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Ad_tools_Layout 1 11-08-03 11:39 AM Page 1 NEWS
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true paint costing with integrated software The usual method of costing materials in the refinish profit centre may be on its way out. That was part of the message delivered at “Profiting from Materials,” an information session presented by Mitchell International and Sherwin-Williams Automotive Finishes in London, Ontario. The big news was the new integration of Mitchell’s RepairCenter with Sherwin-Williams’ Formula Express Formula Retrieval System. The upshot of this integration is that Formula Express automatically transfers accurate paint material costs back into RepairCenter. This not only provides a more accurate picture of overall costs, it allows you to invoice your customers for the true
“It means no more fudging of numbers. For the first time, you have real data,” said Duic. “However, it also makes it impossible for a painter to mix paint that isn’t needed. In 99.9 percent of cases, painters are hard working, honest and prudent. But with this integration, the painter simply cannot mix unless its costed to a repair order. The painter mixes what’s called for and records it. Say it’s costed at $40. That $40 goes instantly into the cost of materials.” Daryll O’Keefe is the Ontario Region Manager for Sherwin-Williams Automotive Finishes, and was on hand at the information session to help facilitate the presentation. “We always look for opportunities to add
costs of the paint used. This simple fact removes “rule-of-thumb” costing from the equation when it comes to paint materials. No more estimating, no more averaging the year’s cost. The integration of these programs allows the true cost of paint materials to be passed on to the customer. Dan Duic is the president of MPX Data Systems, Mitchell’s distributor for Ontario. He notes that the integration of RepairCenter and Formula Express may offer cost savings in addition to true materials invoicing.
value,” said O’Keefe. “We’ve been hearing about this idea for a long time. Now it’s finally happened. It was very fortuitous that these programs were similar enough so that the interface could be programmed without too many hurdles.” Mitchell and Sherwin-Williams plan to run similar information sessions across the country. Please watch this space for updates and announcements, or contact your Mitchell or Sherwin-Williams Sales Representative for more information.
IBIS 2012: Winning relationships
Learn about our line of Air Tools and accessories:
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14 collision Repair collisionrepairmag.com
Following the spectacular feedback received from IBIS 2011 delegates and Official Partners, the International Bodyshop Industry Symposium will be returning to the fabulous Hotel Arts Barcelona, Spain in May 2012. Collision Repair magazine is the Canadian Publisher Partner for IBIS. Over the past two years IBIS has focused on the issue of industry standards and provided a uniquely informed vision of the future of the industry. Fundamental to this future, though, is the issue of relationships. IBIS 2012 will examine the interactions between sectors in markets around the world. IBIS Conference Director David Lingham said “I am delighted that we already have contributions confirmed from Japan, Holland and Spain. These will form part of our global exploration into the structures and requirements necessary to establish effective long-term ‘winning relationships’ that can withstand outside pressures, whilst adapting to constantly changing operational environments. IBIS 2011 clearly struck a chord with our delegates, an unprecedented 100 percent of whom expressed a desire to attend future IBIS events. We have a clear vision for IBIS 2012 and can guarantee that, once again, the IBIS speaker line-up will include some of the world’s most innovative industry thinkers.” The delegate package for IBIS 2012 includes two nights accommodation at the Hotel Arts, Barcelona, all IBIS sessions, the Delegates’ Welcome Dinner, the International Dinner and Delegates’ Departure lunch. Full details may be found at ibisworldwide.com.
, e s i t r e p x E h t i w s e it com t c u d o r p every we sell.
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Fix Auto mandates I-CAR training Fix Auto informed its affiliates across Canada recently of the 2011 requirements for each location: at least one person per location must acquire mandatory I-CAR training set by Fix Auto. “Fix Auto moves closer towards getting I-CAR recognition at all of its locations across Canada,” said Mike Kaplaniak, Director of Operations at Fix Auto. Fix Auto requires that each location must have completed the Hybrid Electric and Alternative Fuel Vehicles course, the Vehicle Technology and Trends 2011 course as well as two other I-CAR or equivalent courses of choice. “This is clearly a significant step ahead in the professional development approach of the industry,” said Andrew Shepherd, I-CAR Canada Director. “Fix Auto is a leader in Canada and is once again demonstrating that leadership through its commitment to training.” With I-CAR’s new Independent Learning option, shops will be able to learn on-line through the 20 short courses, worth one-quarter of an I-CAR point, or through the 50 full courses, worth one I-CAR point. “These are the same high quality courses that have been offered in-class,” clarifies Shepherd.
Sherwin-williams announces fall training Canadian automotive collision repair professionals looking to learn about the features, advantages, and benefits of waterborne coatings, as well as better master its application techniques, may wish to attend one of the upcoming fourth quarter training sessions offered by Sherwin-Williams Automotive Finishes. The courses provide an opportunity to learn from collision repair experts as Sherwin-Williams provides hands-on application guidance and demonstrates best practices with classes focused on its AWX waterborne system applications and color blending, according to Bob Leibel, Sherwin-Williams Automotive Finishes Director of Sales and Operations, Canada. Beginning October 18, class attendees will learn through actual hands-on waterborne product application and mixing techniques to prepare and certify them for better application of the ever-evolving basecoat/clearcoat process in their own facilities. Classes will be held at Sherwin-Williams Automotive Finishes training centers, located throughout Canadian metropolitan areas including Mississauga, Ontario, Sherbrooke, Quebec and Calgary, Alberta. Additional details, such as training session dates, descriptions and locations include the following: Oct. 18th: AWX Waterborne Basecoat Painter Certification Mississauga, ON, 2 days Oct. 25th: AWX Application and Color Simplicity Sherbrooke, QC, 3 days
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Nov. 15th: AWX Waterborne Basecoat Painter Certification SAIT – Calgary, AB, 3 days Nov. 15th: AWX Waterborne Basecoat Painter Certification Mississauga, ON, 2 days Nov. 17th: AWX Application and Color Simplicity Mississauga, ON, 1 day Nov. 22nd: AWX Application and Color Simplicity Sherbrooke, PQ, 3 days Dec. 13th: AWX Waterborne Basecoat Painter Certification Mississauga, ON, 2 days For more information about Sherwin-Williams Automotive Finishes Canadian training classes, contact Dave Lalonde by phone at 905-890-4222 or fax at 905890-9463 to register. For information on other Sherwin-Williams Automotive Finishes products or services, visit sherwin-automotive.com or call 1-800-SWULTRA (1-800-798-5872).
news
Apprenticeship systems detailed The latest issue of the Canadian Apprenticeship Journal examines a number of Canada’s apprenticeship systems in depth, looking at their unique challenges and promising practices. Canada has 13 independent apprenticeship systems, each responding to its own geographic priorities, population, industry and economic reality. Despite differing approaches, there are opportunities to learn from one another. This issue provides a platform to bridge the information gap, share insights, identify common solutions and encourage further discussion. Contributors include educational institutions, organizations that deal directly with apprentices and provincial/territorial apprenticeship branches, each bringing a unique perspective to Canada’s apprenticeship framework. This sixth edition of the Journal also features the stories of two inspiring young individuals who have pursued apprenticeship training to realize their career goals in the skilled trades. Learn more about the experiences of apprentice cook, Sébastien Laframboise from Quebec, and certified truck and transport mechanic, Lenora Stenersen of British Columbia. The Canadian Apprenticeship Journal presents high-quality, relevant research and informative feature articles to encourage sharing and debate in Canada and internationally. Contributors include researchers, educators, policy analysts and key decisionmakers who focus on apprenticeship training and certification issues. Other important contributions come from provincial/territorial apprenticeship authorities, employer and labour associations, as well as international apprenticeship bodies. The sixth issue is available online at caj-jca.ca.
Toyota Canada selects Cardone Training Technologies Cardone Training Technologies has announced that its founder and CEO, Grant Cardone, was selected by Toyota Canada to deliver customized private workshops for Toyota dealers across Canada. Cardone is an internationally recognized automotive sales trainer and won Toyota’s business based on his forward thinking and his organization’s ability to develop customized automotive sales and management training programs that are relevant to the changing auto market. Cardone has a long track record in the auto industry, working with over 1000 dealership clients in the United States and Canada.
Boyd Group sets record for second quarter earnings Boyd Group Income Fund has announced results for its second quarter of 2011. Highlights include record sales and adjusted EBITDA when compared to previous second quarter results, and increased sales of 48.3 percent to $77.6 million from $52.3 million in the second quarter of 2010.
november 2011 collision Repair 17
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CSN Collision & Glass The NeTwork of CollisioN repair faCiliTies Make the right decision – with confidence. and trust a leading group of experienced collision repair professionals to maintain the same high standards you have. CsN Members do what they say they are going to do. independently owned CsN shops deliver a level of quality that is quite simply unmatched in the industry. CsN Collision & Glass is a network of highly qualified collision repair facilities across Canada. CsN Members are hand picked as a result of a their individual quality standards when it comes to collision repair and providing exceptional customer service. for more information, please contact us at 1-866-400-4CsN (4276) or visit our website www.csninc.ca.
The CsN network of members was built on a promise to deliver genuine service and quality workmanship – guaranteed.
www.csninc.ca
Visit us at Nov.1-4 at Booth 24929
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!
For additional information and availability in your area, visit us at www.wandarefinish.com
industry events
Capital Connections By Darryl Simmons
CSN conference focuses on sustainability and personal connections.
L Nick and Silvan DiLuca of Cars Auto Collision~CSN in Burlington with a member of the RCMP. CSN is a quintessentially Canadian organization, and they’re not afraid to show that pride.
From left: Mindy Kunkel and Jay Hayward of CSN corporate; Shane Campbell of City Centre Collision~CSN, recipient of the Top Member Award, and Larry French and Flavio Battilana of CSN.
Flavio Battilana of CSN, Joy Skinner of Industrial Park Collision in Orillia and Martin Monteith of Zenetec Collision in Barrie.
ean management, social media and the art of sustainability were all under the microscope at CSN Collision & Glass’ 9th Annual Conference. The annual gathering of network members and other industry stakeholders took place from September 22 to 25 at The Westin Ottawa in our nation’s capital. The first day of the conference opened with a golf tournament at Canadian Golf & Country Club, followed that evening with a welcome dinner and awards presentation (please see Award Winners on page 41 for details). The next day’s session kicked off with breakfast and opening remarks, followed by presentations by two well-known industry figures: Terry Fortner, Vice President of Industry Relations and Market Development for LKQ Corporation and John Kotsopoulos. After a short break for lunch, stakeholders had the opportunity to join several breakout sessions: Lean Management, Understanding Social Media, The Art of Sustainability and The CSN Experience. “These areas are of direct concern to our members, and to the industry as a whole,” says Flavio Battilana, Chief Operating Officer for CSN Collision & Glass. “In particular, the search for sustainable practices and business models will drive a lot of the innovation we’re going to see over the next few years. We knew it was something we had to cover.” After the breakout sessions concluded, stakeholders departed for Ottawa’s Aviation Museum for a tour and dinner reception. Members of the network later attended a private party with the theme of “Summer’s End with CSN.” Sessions on Saturday featured presentations by two keynote speakers. Ross Campbell, founder of Campbell & Company Marketing Communications Inc., spoke on “Capitalize on Your Connections,” and revealed to stakeholders that the key to success in the strength of the relationships you hold in all areas of your life. “There’s an old saying that it’s not what you know, but who you know,” says Larry French, National Director of Sales for CSN Collision & Glass. “That’s a bit cynical, but it’s definitely true that personal connections are a factor in success. Campbell’s presentation really showed how important it is to manage your relationships. You just never know who holds the key to the next successful step for your business.” The second keynote was presented by Elaine Charal, who spoke on “The Power of the Pen.” Charal’s presentation focused on team building through handwriting analysis, showing the positive strengths and talents in everyone’s writing. Examining the nuances within writing can reveal as many details about a person’s personality as other well-known tests, such as Colours or Myers-Briggs. A members only meeting of the network took place after lunch. The conference concluded with a reception and dinner for CSN members at STeaK in Ottawa’s Byward Market. For more information on CSN Collision & Glass, please visit csninc.ca.
november 2011 collision Repair 21
industry events
Shane Campbell of City Centre Collision~CSN, winner of the Top Member Award, and Lorenzo D’Alessandro, a Founding Director of CSN and owner of 427 Auto Collision~CSN.
David D’Addio of Maple Leaf Collision in Niagara Falls, Chris Tuma of RSA Insurance and Joe Frangione of Bemac Collision~CSN in Ottawa.
Kevin Campbell of Chapman Auto Body in Halifax, Nova Scotia and Bernice Thomas of Bruce Collision~CSN in Middleton, Nova Scotia. Brian and Sue Good of Golden Triangle Collision~CSN in Guelph and Wayne Loker of Aviva Insurance.
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industry events
John Goodlet of Simcoe Collision~CSN, Rob Pavan of Golden Triangle Collision~CSN and Terry Van Rossum of VR Collision~CSN.
CSN Collision & Glass took the opportunity during the conference to recognize member shops that went above and beyond in the last year. Customer Service Awards Under 8000 sq. ft.: City Centre Collision ~ CSN of North Bay, Ontario. 8001 to 12000 sq. ft.: R/T Collision Centre ~ CSN of Elmsdale, Nova Scotia. 12001 sq. ft. and above: Golden Triangle Collision ~ CSN of Guelph, Ontario.
Linda and Dave Procunier of Heartland B&B Collision~CSN in Mississauga, Ontario.
Sales Growth Awards Under 8000 sq. ft.: City Centre Collision ~ CSN of North Bay, Ontario. 8001 to 12000 sq. ft.: Mascarin Collision Centre ~ CSN of Thunder Bay, Ontario. 12001 sq. ft. and above: Martino Bros Collision ~ CSN of Toronto, Ontario.
Jenny Trokic of CSN and Scott Cruickshank of Red Deer Collision in Red Deer, Alberta.
The CSN Experience Awards: City Centre Collision ~ CSN of North Bay, Ontario. Howden Collision ~ CSN of Scarborough, Ontario. Jones Auto Body ~ CSN of London, Ontario. The Top Member Award went to Shane Campbell of City Centre Collision ~ CSN in North Bay, Ontario.
JR’s Auto Body Chicago, IL
JR’s Auto Body Realizes Dramatic Savings with Matrix System Conversion Proves to be a Success JR Auto Body has been in business for JR’s over 50 years in the Chicago-land area. A little over 8 years ago, the decision to convert to Matrix System products was made by owner, John Strauss. He was approached by his local supplier KC Body Shop Supply, who introduced Strauss to Ma Matrix System. “The consistent and dependable service, mixed with great reliable products and lower prices made the decision easy for us,” stated Strauss.
Finding Value JR’s Auto Body sampled the comparable JR products that Matrix System had to offer and found them to be of greater value. As Strauss said, “We’ve tried other paint brands in the past, but could find none that would compare to the quality, color match, and cost of Matrix System. We we were delivering great looking vehicles with lower repair costs. Who wouldn’t find the value in that?”
Satisfaction Guaranteed JR’s Auto Body is a first-class shop that has remained profitable and competitive by using Matrix System JR products in today’s challenging market. They have realized many advantages from the relationship such as immediate attention, a wide range of products, outstanding finishes, and considerable savings. According to Strauss, “We are completely satisfied with the full line of products that Matrix System has to offer. We have been able to deliver an outstanding finish on every vehicle that has passed through our shop and thanks to Matrix System we are able to remain profitable and competitive without making any major sacrifices.”
A Perfect Match is a Beautiful Thing The relationship between JR’s Auto Body and Matrix System is one that makes perfect sense. JR’s Auto Body has been able to capitalize on accurate color match, outstanding service, and significant savings from Matrix Sy System products. “It’s like the good ole’ days. We get to see our local distributor and the Matrix System sales rep from time to time. You just don’t get that kind of service from any other paint manufacturer today.”
For more information on how you can experience the same benefits by using Matrix System, call 800.735.0303 or visit us online at www.matrixsystem.com.
november 2011 collision Repair 23
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Profiles of Success
Down town
Details By Mike Davey
For Raj Kavia and Kavia Auto Body, success is found in the details.
T
here’s something to be said for living through tight times. You’re better prepared to deal with things when the going inevitably gets tough again, your children won’t grow up
spoiled, it teaches you to make do with less and, above all, it instills you with a hatred of waste. Raj Kavia Raj Kavia’s family’s experience in collision repair spans five decades and three continents.
would almost certainly agree. Kavia is the owner of Kavia Auto Body in Saskatoon.
november 2011 collision Repair 25
Profiles of Success
Kavia Auto Body specializes in imports, and even uses them to advertise the facility’s services.
“When my dad opened our first Canadian shop in 1984, things were pretty tight for the Kavia family. We had to lean out everything,” he recalls. “It turned out to be a good thing. It helped turn me into a lean operator.” The Kavia family has been in the collision repair business for a long time, and on a number of different continents. Raj’s father was in the collision repair business in Kenya originally, and later moved the family to the United Kingdom, and finally to Canada in 1983. He opened his first Canadian shop in 1984. Things may have been tough, but the Kavias persevered. Just two years later, the shop moved locations to a bigger facility. In 2007, Kavia Auto Body moved to its current location at 440 1st Ave. North in Saskatoon. The new shop is a state-ofthe-art, 9600 square foot collision repair facility located in the heart of downtown Saskatoon. Kavia Auto Body works on all makes and models, but they specialize in imports. There’s always a BMW, a Land Rover or a Porsche on the shop floor. “It’s not your normal, industrial avenue. We’re right in the thick of things,” says Kavia, noting that while it has been an ex-
pensive proposition, it has been well worth it. “It increased our sales from $1.6 million to $3.5 million in just a few years. We’re
Attention to detail often makes the difference between so-so and great.
shooting for $4 million in 2012. Absolutely there have been growing pains along with that transition, but everything we make we put right back into the business. We just spent a ton on the car wash to make it easier to use and more efficient, and we also just painted the shop floor. You have to keep on upkeeping the facility.”
26 collision Repair collisionrepairmag.com
There are two items regarding the production area of the Kavia Auto Body that demonstrate Raj Kavia’s attitude towards his staff. First, the entire shop is air conditioned, a real benefit for anyone who has had to do physical work in a sweltering prairie summer. Second, every bay is equipped with its own set of speakers hooked up to a digital XM radio. It’s a combination that makes Kavia Auto Body a happy place to work. “It’s absolutely true that a good work environment makes for happier and more productive staff,” says Kavia. “At the same time, a tech working here has to be a part of this environment, or it just won’t work out. If a tech is a prima donna, if they’re not a team player and a respectful human being, then it really doesn’t matter how good they are, it’s just not going to work for them.” It certainly does work for the staff members that have stayed with the business. Like other collision repairers across Canada, Kavia notes that there is a serious lack of young people getting into the trade. However, Kavia Auto Body doesn’t seem to have much problem holding onto good, experienced staff. This is a major ac-
Profiles of Success
Left: Kavia Auto Body moved to its current home in 2007. Above: Jason Forster of Kavia Auto Body works on a panel.
SNAPSHOT kavia auto body 440 1st Ave N Saskatoon, saskatchewan complishment in an industry where high turnover continues to be a problem. “One of our bodymen has actually been here longer than I have,” says Kavia. “Or there’s Dave, who started out with us years ago as a tech, and he’s since been promoted to management. He takes care of the day-to-day running of the facility, so I can focus on the improving processes and other things that need to be done.” Part of the Kavia philosophy is to treat staff as partners in the business. In at least one case, that’s not a metaphor but completely literal. “I gave Dave part of the business this year,” says Kavia. “He was already running it with the same care and attention to detail as he would if it was his own, so it was quite easy to make that decision.” Attention to detail often makes the difference between so-so and great. When it was time to design the new shop, Kavia knew that the details had to be right, and he knew where to go for help on turning his vision into reality. “PPG helped me design the new facility. They were a good part of that,” says Kavia. “We were ready to start from
scratch, and they helped us a lot with the layout design.” Mike Coote is PPG’s Territory Manager for Saskatchewan. He says that not only is Raj a very progressive owner/operator, he excels at something that even Fortune 500 companies struggle with: getting buy-in at the ground level. “He’s done a dynamite job getting buy-in from his staff on changing processes,” says Coote. “It’s a great atmosphere, because he really encourages his staff to take ownership of that part of the business. Anyone I’ve ever talked to who has taken their vehicle in has been really impressed by the staff. They’ve done a great job in moving more towards a retail set-up for collision repair. Raj, the staff and the facility itself do really well in making people comfortable, even if they’ve never dealt with a collision repair facility before. On his end, Kavia also credits PPG for helping with more than just shop design. “Four of us have been to the PPG green belt training on lean performance, and we’re sending three more techs as well,” says Kavia. “Truthfully, lean is simply better business. It gives a better product to
facility Production Area: 9,600 sq. ft. Office: 600 sq. ft. Measuring: Spitznagel digital tram Estimating: Mitchell Frame: Wedgeclamp Management: Alldata Paint: PPG
your customer, and it generates a little bit more profit at the end of the day.” The end of the day is another thing that makes Kavia Auto Body stand out. The facility employs some flat rate staff, but they’re the exception rather than the norm. “I wanted to have a place where we worked from 8 a.m. to 5 p.m., five days a week. The goal was always to build the sort of facility where you can work those hours, produce well, and then go home to your family,” says Kavia. “Having lean processes in place helps us to do that, and takes away a lot of the stress for everybody.” CRM november 2011 collision Repair 27
A Perfect
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The revolutionary NEW system that allows: • Fast, Convenient Paint Finishing Repairs • Fewer Sanding and Polishing Steps • Improved Finishes • Minimal Compound or Polish Residue
Perfect-ItTM Denibbing Abrasives Micro-sanding discs allow pinpoint sanding precisely where dirt nibs are.
Perfect-ItTM Denibbing Tool This lightweight, cordless, handheld mini-sander is a powerful workhorse designed for long-lasting performance.
Perfect-ITTM Denibbing Polishing Products The dual-action, air-powered polisher and polish provide one-step buffing on most paint systems.
For more information contact your 3M AAD sales representative http://www.3M.com/Denib
3
nace showcase
•
• W N E at
NACE The very latest products on display at NACE’s new destination. By Mike Davey
T
here’s no question that the International Autobody Congress & Exposition (NACE) has a lot to offer the collision repair professional. From educational sessions to social networking events, it’s easily possible to get your money’s worth just from the “Congress” part of the title. That doesn’t mean you should ignore the Exhibition part, though. It’s one of the best opportunities all year to see the absolute maximum amount of new gear in the shortest possible amount of time. This year’s crop of new products run the gamut from sanding discs and work stands, all the way up to advanced spray booths and new welding rigs. To be included in this section, a product had to meet two essential criteria. It must be new in 2011, and it must be on display on NACE. The information presented here comes from the companies concerned. Inclusion in this section does constitute an endorsement by Collision Repair magazine or its staff. As always when considering a new purchase, please make sure to do your research thoroughly.
november 2011 collision Repair 29
nace showcase
Urethane Supply Company
Mirka
According to Urethane Supply Company, its new Punto Plast Thermoplastic Stapler sinks hot metal into torn plastic to reinforce repairs on bumpers, headlight tabs and other thermoplastic parts. The Punto Plast stapler helps to align damage prior to weld or adhesive repairs. It can also be used to reinforce the repair sinking metal into the plastic at a stress point, similar to the way rebar is used to reinforce concrete. Urethane Supply Company says the Punto Plast Thermoplastic Stapler heats the staple instantly, so there’s no warmup time required. To use the device, the technician simply inserts
Mirka’s Gold sanding discs have been around for some time, but the company has recently announced that the classic and durable, all-round Gold abrasive product has been significantly upgraded. According to Mirka, the upgraded Gold has extra strong aluminium oxide grains in P80-P800, which gives an excellent cut. Grain distribution has been further optimized on the upgraded Gold sanding discs. Mirka says that this, along with a combination of calcium or zinc base stearate, allows the product to perform faster with reduced incidences of clogging. The company also says the improved backing paper allows for a more even coating of grains and resin to be applied during the manufacturing process, leading to a more consistent
one of the three staple types into the tip, presses the button to flow current through and heat the staple, and presses the hot staple into the plastic. At that point, the technician releases the button, allowing the melted plastic to solidify around the staple. At that point, all that is needed is to cut off the ends of the staple. Once this process is completed, the staple holds and reinforces the area, allowing the technician to more easily do a weld or an adhesive repair.
appliation. Mirka says the Gold abrasive is very well suited for high speed sanding in a multitude of applications. Mirka has launched the upgraded Gold in renewed packaging, featuring a new yellow label that provides all of the pertinent information, such as size, grit, grip and number of pieces at a glance.
> www.urethanesupply.com
> www.mirka.com
Steck
AMH CANADA
Steck Manufacturing Company has released a simple and inexpensive wheeled platform accessory for existing work stands which allows technicians to easily move loaded work stands from repair to paint prep and paint booths. The Work Stand Wheeler’s 1 ½-inch wide by 36-inch long steel channel holds either round or square tube stand X-frame) work stands. Steck says this self-uprighting channel allows the technician to either push or pull the loaded work stand from station to station and over booth grates. The Work Stand Wheeler can accommodate up to a 32-inch wide extended work stand, and Steck says it can hold the work stand with up to 500 pounds of components. The Work Stand Wheeler is transferable to other work stands and its 3-inch high profile allows for easy wall storage. Steck says that the Work Stand Wheeler can provide savings in both labour and materials by eliminating the aggravation of dragging a loaded work stand across the floor and having the parts fall off the work stand, and eliminates the need for a second person to help carry heavy loads.
The new CompuSpot 900 Fusion Intelligent Inverter spot welding machine was introduced in 2011 and began shipping to Beta sites in August. According to AMH Canada, the CompuSpot 900 Fusion recognizes and records the thickness and type of metal to be welded, and then automatically sets the correct parameters such as weld power, weld time and tip pressure. AMH Canada says that the automatic setting of parameters makes this machine unique, as operators of other auto-detecting welders must manually select specific thicknesses and metal types from a list. Tip pressure must also be set manually. The CompuSpot 900 Fusion carries a five-year warranty on the transformer, rectifier and diodes, and a two-year warranty on the circuit boards. The CompuSpot 900 Fusion offers up to 630 daN (1,386lbf) of tip pressure and14,000 amps of welding current. The unit also features a USB port for data transfer and program updates, weld history storage, liquid cooling and a seven-inch touch screen control panel with high resolution colour display. EMF shielded cables are available.
punto plast stapler
work stand wheeler
> www.steckmfg.com 30 collision Repair collisionrepairmag.com
Gold
compuspot 900 fusion
> www.amh.ca
nace showcase
Garmat
Global Finishing Solutions
The Briza, from Garmat is a modified downdraft spray booth with a fully filtered plenum and recycle capabilities. The airflow surrounds the vehicle and is drawn through filters at the rear of the cabin. With this model, there is no need to excreate a pit. Garmat says the Briza was specifically designed for those situations where a pit is not practical or possible. It is available in 24, 27 and 31 foot lengths, and the cabin is constructed of durable powder coated, solid interlocking wall panels designed to prevent heat loss into the surrounding shop and for greater efficiency during the bake cycle. Both the wall and roof panels are insulated for quieter operation. The mechanical
GFS has two new entries in the Vertex line. The Vertext CTOF is all-in-one solution for prep and paint operations. The standard booth is 24 feet long by 24 feet wide by 9 feet high, but GFS offers other sizes as well. The unit features single-skin, pre-coated white panels with a solid back, downdraft airflow with two single row exhaust pit, a 1.2mil BTU high-efficiency, direct-fired heat unit, a 15 hp intake motor and 7.5 hp exhaust motor. The Vertex CTOF is pictured below. GFS also offers the Vertex Booth, offering many of the same features as the Vertex CTOF. The Vertext Booth is a new line of single skin booths with a working area that is 27 feet long by 14 feet wide by 9 feet high. The booth features single-skin, pre-coated white panels, downdraft airflow with a single row exhaust pit, a three-wing product door, a 1.2mil BTU direct-fired high-efficiency heater, a 10 hp intake motor and a 5 hp exhaust motor. Both Vertex offerings including the AXIOM
unit is a 12,000 cubic foot per minute, 840,000 BTU direct gas fired aluminum two stage combustion burner, and the unite features a variable sheave belt driven reverse incline centrifugal intake and exhaust fans. The standard package includes eight gable mounted 4-tube fixtures and five side wall mounted 4-tube fixtures. All light fixtures are interior accessible, and use high efficiency instant start electronic ballasts.
control panel, which the companys says provides the painter with everything needed to control the booth in a single interface.
> www.autoquip.ca
> www.globalfinishing.com
Briza series
vertex series
Blowtherm (Flat Line SSI)
extra
According to the company, the Blowpower system built into the Blowtherm Extra is designed to save collision repair facilities money and energy in several different ways. First off is the frequency drive, which the company says reduces the volume of air required during painting and economy phases without compromising quality, curing performance or safety. Second, the Smart Cure program provides a very quick curing system that provides a shorter drying cycle, leading to lowered electricity and fuel consumption. Third, the thermoventilation units are equipped with a special heat recovery system that recoups the heat used in the spraying and drying phrases. This recovered heat is then used to increase the temperature of the intake air supply, leading to savings in gas costs. The Blowtherm Extra also features a direct fired gas burner. The Blowtherm Extra uses a hyperventilation system to increases air velocity up to four times when compared with traditional downdraft systems. Energy efficient light fixtures and bulbs are also standard with all Blowtherm products.
> www.flatlinessi.com november november 2011 2011 collision collision Repair Repair 31 31
nace showcase
WHERE TO BUY
Summit Software
autovoto
Summit Software and Mobile Solutions has announced the addition of AutoVoto to its Summit and ASCENT shop management systems. According to Summit, AutoVoto allows collision repair facilities to use wi-fi compliant digital cameras, smart phones and/ or tablet PCs to take digital photos or videos and transfer them wirelessly to specific assignments, estimates or repair orders inside their Summit shop management software. This essentially completely eliminates many of the tedious tasks associated with photo management, thereby increasing productivity. According to the company, AutoVoto dramatically improves auto collision damage documentation and office productivity, and reduces the amount of money a facility needs to spend on digital cameras. AutoVoto offers a number of camera, smart phone, tablet, photo and video options and allows you to have the right photos in the right place at the right time.
> www.summitsoftwaresolutions.com
Cares
AMH Canada 391, rue Saint-Jean-Baptiste E Rimouski, Quebec 418-724-4105 amh.ca AutoQuip Canada 13 Grandview Crescent, RR#2 Bradford, Ontario 905-778-9228 autoquip.ca Flat Line SSI 50 Parkinson Road Markham, Ontario 905-201-9711 flatlinessi.com GFS 131 Commerce Park Drive Barrie, Ontario 877-658-7900 globalfinishing.com
Mirka Abrasives Canada 7493 Transcanada Hwy, Unit 102 Montreal, Quebec 514-497-1016 mirka.com Steck Manufacturing 1115 S. Broadway Dayton, Ohio 937-222-0062 steckmfg.com Summit Software and Mobile Solutions 250-304-8998 summitsoftwaresolutions.com Urethane Supply Company 1128 Kirk Road 256-638-4103 urethanesupply.com
Assured Automotive
enough to be properly T R A I N E D & E Q U I PP E D NOT BECAUSE WE HAVE TO, BUT BECAUSE WE WANT TO.
Assured Honoured: Bill Buckley Assured Automotive honours Bill Buckley for his commitment to the collision repair industry. Bill Buckley is Assured’s Director of Operations, Process and Training. In his role, Bill is an integral part of Assured’s Operations Team and is responsible for managing our Process Improvement, Training and Operational Reporting Initiatives. Continuous Improvement is at the core of Assured’s Corporate Culture. At Assured we believe that our staff is the key to our success; to this end we would like to thank Bill for his contribution and dedication to Assured Automotive.
assuredauto.ca
“ t r a i n iinngt oi sd aeys’ ss ei nn dt iuaslt r y 32 collision Repair collisionrepairmag.com
”
IN LOVE WITH COLOUR
We share your passion for perfection. That's why we created Standoblue® basecoat: to put great paint in shops that elevate refinishing to an art. Standox is consistently enhancing its portfolio of products to give you a solid foundation for the success of your business. It's also why we developed best-in-class colour tools specifically designed to help master craftsmen achieve an exact colour match—each and every time. Standox® and Standoblue® are 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.
The Art of Refinishing.
The CARSTAR Industry Conference 2011
St. John’s Newfoundland and Labrador
industry events
Carstar C The network’s annual conference lands in St. John’s, Newfoundland.
K
eeping connected with emp l oy e e s an d p ar t n e r s i s imperative for any business, and this is just what Carstar Automotive Canada did at its 14th Annual Carstar Industry Conference in St. John’s, Newfoundland. Carstar’s “Connected” conference took place August 17 to 19.
1 Ken Boulton of The Dominionat and his wife Gail. Carstar asked people to dress in “wild colours” for the awards dinner, which goes some way to explaining the outfits. Ken’s said “CON” on the back, while Gail’s said “NECTED.”
“We chose ‘Connected’ as our theme this year because it is essential to our success, and our franchise partners’ success, that we stay connected with each other as well as our insurance and vendor partners,” said Lisa Mercanti-Ladd, VP of Marketing and Client Services at Carstar. “It is also crucial that we stay connected to our customers by listening to their feedback and
1
providing them with what they are telling us is important.” Presentations outlined new ideas and programs in insurance relations, marketing, training and information technology. Following the corporate presentations, various information sessions were presented on new tools, Carstar’s new IT program for franchise partners
2
2 Gloria Mann of Collision Repair magazine, Tony Nero of Carstar Sudbury, Frank Abate of Carstar on St. Clair and Pino Gagliardi of Carstar Downsview.
3
4
3 Doug Best and Tammy Rolland of Canadian Hail Repair. 4 John O’Halloran of Sonic Automobile Enterprises and Gilles Daigle of Auto Traction, distributors for Car-O-Liner.
5
5 Karen Rush and Lisa Mercanti-Ladd of Carstar corporate. 6 Paul Reichert with LKQ/Keystone and Don LaRoque of Audatex. 7 At the gala, from left: Nancy and Sam Mercanti of Carstar Rymal, Roseanna and Dominic Lucarelli of Carstar Stoney Creek, Michelle and Remo Mercanti of Carstar Rymal and Carla and Sam Saccoia from Carstar Toronto Dovercourt.
36 collision Repair collisionrepairmag.com
6
industry events
Connects and Carstar’s entrance into auto glass repair and replacement. “Our annual conference gives us a great opportunity to showcase to all of our various business partners why Carstar continues to be the leader in the Canadian collision repair network,” said Sam Mercanti, President and CEO of Carstar. “We strive to be best-in-class for our customers, and this conference conveyed ex-
actly what we are doing that sets us apart.” Carstar’s Awards Ceremony was hosted by Canadian comedian Jessica Holmes. Awards were given out for 5, 10 and 15 Years of Excellence, Customer Experience, the White Knight Award and the President’s Club Award. Also recognized were top performing stores for Soaps It Up, Carstar’s national car wash fundraiser for cystic fibrosis.
Carstar received sponsorships from a variety of companies, including Platinum sponsorship from BASF and Gold sponsorships from Audatex, Mitchell, DuPont, AkzoNobel, Discount Car and Truck Rentals, Enterprise Rent-A-Car and LKQ Keystone. Carstar would like to thank all of its sponsors, including its Silver, Bronze and Star supporters for their support. CRM
8 Sam Mercanti, president and CEO of Carstar Automotive Canada and his wife Roma. 9 More evidence that Carstar is a family-friendly affair: Stephanie Gagliardi, wife of Pino Gagliardi of Carstar Downsview, and their daughters Emily and Christina.
7
8
11 The recipients of the Carstar Soaps It Up Awards, from left: Hélène Lemieux and Rock Blackburn of Carstar Jonquiere; Pat Stenson, Carstar Kingston; Albert LeBlanc and Dianna LeBlanc, Carstar Edmonton North; Darryl Hemstreet, Carstar Red Deer; Deborah Starman, Carstar Edmonton West; Bruce Hemstreet, Carstar Lethbridge;Trevor Jones, Carstar Lethbridge; Clarence Yaworski, Carstar Edmonton West; Paul Saputo, Carstar Ancaster; Rocco Aurelio, Carstar Woodbridge; Jim Smith, Carstar Sydney.
9
10
10 Frank Sottile of Carstar Woodbridge, his mother Josie Sottile and his wife Stefania Sottile. Down front are Frank and Stefania’s kids; Olivia, Luigi and Giuliana Sottile.
11 november 2011 collision Repair 37
parts
Parts, Procured The first in a three-part series examining the issues of parts procurement. By Mike Davey
T
here’s no question that parts procurement can be a major headache. Vehicle designs aren’t getting any less comp l e x , a n d t h e re’s a l w ay s pressure to contain costs. The idea of pushing one button, and having it send the parts order out to used, aftermarket, and OEM suppliers at the same time is an attractive one, at least on the surface. This sort of service can provide you with the ability to look at variations in pricing, availability and so forth, so you can make the best decision. A number of providers offer this service online, but in the last few years we’ve seen a number of insurance companies becoming involved in administering these programs. Aviva Canada has had something along these lines for the last few years, and Intact Insurance made the news recently
when they rolled out a similar program. However, there are some issues that should give repairers pause when choosing to sign on with an insurer-driven parts procurement program. That’s not to say that you shouldn’t do it, but caution is warranted before signing anything. One issue that may arise for shops located outside the largest of large metropolitan areas is that they may find that there are only a limited number of suppliers that will deliver. If none of them are on the list of approved suppliers, then the parts you need will have to come by courier. If the part is wrong, damaged or is unacceptable for any other reason, you’ll have to accept the delivery anyway, warehouse it, arrange for a courier to come pick it up and contact the supplier to send another part. Never mind the delays this will cause, do you have space to store parts you can’t use, and extra administrative staff to deal with the headaches?
Major Issues Tony Canade
President & COO, Assured Automotive
One of the other major issues arises because it’s the insurer paying for the parts, rather than your collision repair facility. Depending on your rate of part returns, this could turn into an absolute accounting nightmare.
38 collision Repair collisionrepairmag.com
From the point of view of the insurer, though, it’s a great system as it helps to keep people honest. You can’t return a part without it getting returned on the insurer’s system. Billing them for it at that point would be criminally stupid. One possible perspective on these programs is that if you’re using their suppliers, it’s the insurer who controls the supplier relationships, not you and your staff. These relationships can be very valuable in a number of ways, but they won’t be built if you’re not the one procuring the parts.
The Future
Ken Friesen is the president of Concours Collision Centres~CSN in Alberta. He notes that there are some concerns regarding not just what these programs have set out to do, but the way they may be utilized by the insurer in the future. “I do business with Toyota, Chrysler and Ford. We’re their recognized shop,” says Friesen. “Now I’m going to have to buy my parts at a different dealer? They tell you, ‘No, of course you don’t have to do that.’ Well, not today, but where will the program go next?” He also notes that there is an issue with the amount and type of internal information about the facility and its relationships that simply participating in a program like this will hand over to the
parts
Mike Kaplaniak Director of Operations, Fix Auto
insurer. For the insurer to give you your parts discount back, they have to know exactly what your parts discounts are. “You’re divulging all of this information about your company, and is it really any of their business about what discounts I get? If I’m a larger volume and bigger company and have multiple stores and I get better discounts, so when does the day come when they say that a 20 percent or 25 percent margin is going to be enough on parts?” says Friesen.
Less Incentive
With that advantage neutralized, it seems as there would be less incentive for a collision repair facility to grow, or for the owner of a single shop to take the risks inherent in expanding and becoming a multiple store operator. “It really takes away some of the independence and entrepreneurship out of the business. We’re just labour providers. It’s getting to the point where I want to say ‘Why don’t you own the shop? Just write me a cheque.’ With that said, I think
there is definitely a place for the software that is being used, as it can make the accessing and comparison of different part options much faster and easier. In turn that takes waste out of the system, instead of adding waste into the system, which is what the current versions of procurement are doing.” As Friesen and others note, it isn’t necessarily an issue with where parts procurement is now, but where it could go. In all but three provinces, insurance is a for-profit business. There’s nothing wrong with that, but it’s a fact that forprof it organizations can usually be counted on to act in certain ways when faced with certain situations. Corporations may turn away from short-term profits if they can be shown to be detrimental to the future of the business. However, it is virtually impossible to steer a corporation away from decisions that will increase long-term profits and extend control. It can be argued that corporations really have no other purpose.
“There are efficiencies to be gained from signing on with these programs,” says Canade. “If you look at it one way, it’s like outsourcing your parts purchases to a third party who uses their technology platform in an effort to manage parts prices. For an operation of our size there are some advantages.” Mike Kaplaniak is the VP of Operations for Fix Auto. He notes that, whether an insurer is involved or not, the simple fact is that electronic procurement methods enable the process to move faster and more efficiently, and generally with fewere errors. “It removes at least some of the poten-
Ken Friesen
President, Concours Collision Centres
The Plus Side
T h i s i s n o t t o s a y t h at p a r t s p r o curement programs don’t have their adherents. A number of the major networks and consolidators have signed on with these programs. Tony Canade is the President and COO of Assured Automotive, Canada’s largest chain of corporately owned repairers operating inside the private insurance provinces.
tial for errors to creep in on the estimate,” says Kaplaniak. Bing Wong is the Director of Insurance for Carstar Automotive Canada. He points out that parts procurement programs definitely have a benefit for insurers, and providing a benefit to your customers is a necessary part of doing business.
november 2011 collision Repair 39
parts
“These programs can definitely be a challenge for collision repairers,” says Wong. “At Carstar we believe that it is preferable to participate and work with insurers to make these programs more sustainable for both the insurer and the collision repairer. It’s much more difficult to drive such improvements into a program when you are not participating in it.” There’s a natural tendency to be offended when a business partner implies that they feel the need to check up on you, but the fact of the matter is that there are unscrupulous operators who
Su rvey says …
on lin e We rec en tly ra n an pro sur ve y reg ard ing pa rts d th e curemen t pro grams, an en al. re spo ns e wa s ph en om that ue iss an sly iou Th is is obv on . All pro vok es a strong reacti ed to nd rou n bee ve res ult s ha er. mb nu ole wh the ne are st What do you think of parts procurement programs in general?
6%
Fantastic!
16%
Overall they're good, but a few things need to be changed
41%
Terrible idea. There is nothing good to be said about them
The responses 14% Interesting concept, to this quesbut it could use improve21% tion show a ment Some good parts, but overall wide diversity I don’t like it of opinion. However, a clear majority (62 percent) of respondents have a negative reaction to parts procurement programs.
Who benefits from parts procurement programs? For this question, respondents could pick more than one answer, indicating that they felt that some benefit was derived by a particular group.
40 collision Repair collisionrepairmag.com
engage in estimate inflation and burying the deductible, sometimes with the willing help of the vehicle’s owner. However, just because some people shoplift doesn’t mean that a department store is going to get away with making every customer turn out their pockets before they walk out the door. Watch for our next issue, when the insurance will get a chance to have their say in Part 2 of this article. In Part 3, parts suppliers weigh in on the pros and cons that insurer-driven parts procurement programs have for their business. CRM
7%
What business are you in?
This chart breaks down the survey respondents by segment of the auto claims economy.
Insurance
11%
Supplier
9%
Other
73%
Collision repair
3% Who derives the 2% Other MOST benefit Motorists from these programs? Respondents had to select just one answer to indicate which group they thought derived the most benefit from these programs.*
4%
No response
17%
Parts suppliers
67%
Insurers
*Note that although the majority of respondents believed that insurers derived the most benefit, there are significant numbers who believe that collision repairers or parts suppliers derive the most benefit.
100 91%
80
Insurers
48%
60 40 20
Parts suppliers
22%
Collision repairers
13%
Motorists
5%
Other
0
7%
Collision repairers
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industry events
Hidden
Power Revealing the power of performance at PPG’s MVP conference in New Orleans. By Darryl Simmons
Photo courtesy of ©iStockphoto.com/Kameleon007
B
oasting top-shelf blues and jazz, Cajun food and the beads of Bourbon Street, New Orleans played host to Reveal the Power of Performance. The PPG MVP conference focused on how collision centres can maximize their overall performance and profitability in the current economically challenging environment. Americans are driving more and crashing less, which is not a great recipe for an improved outlook for American collision repairers, according to Greg Horn, vice president of industry relations at Mitchell International. In addition, he presented data showing cars are being written off to the tune of three million a year. Shops in the United States are shrinking at a rate of 6 percent, with more than 2300 closing their doors last year alone.
Horn said there were just under 20 million accidents last year in the U.S., 25 percent of which were not covered by insurance. This represented a total revenue base for repairers of just over $30 billion. Employee numbers are also dropping significantly, according to Horn. The U.S. industry has lost 15,000 employees from a peak employment of 224,000 in 2003. One of the more interesting trends, said Horn, is the drop in the usage of OEM parts from 72.5 percent in 2008 to just over 66 percent last year. Aftermarket and recycled parts have picked up the difference. In terms of car manufacturing trends, Horn said to watch for a significant increase in the use of aluminum, not just in high-end autos, but in mainstream offerings as well. He said the Obama administration’s demands to move up the CAFE standards to an average of 35 mpg is forcing a change in materials. More importantly though, are the new trends to much smaller cars and avoidance technology. Smaller cars will be written off more quickly, while the avoidance technology will, in theory, reduce the number of fatalities. Both will increase the repair costs, therefore also increasing the potential for more total losses. The conference opened with an emotional tribute to the recently passed Randy Dewing by Jim Berkey, PPG Automotive Refinish, director, MVP Business Solutions. He suggested attendees focus on the positive and the things that can be controlled. “In Randy’s words, ‘You have to approach life with an attitude of gratitude.’”
The PPG MVP conferences draw together stakeholders from across North America. From left: Derrick Ryan of Garland Auto Body in St. John’s, Mike Gunnells and Jim Berkey of PPG Industries, and Tom Bissonnette of Parr Auto Body in Saskatoon.
Visit collisionrepairmag. com/gallery to see more photos from this event.
november 2011 collision Repair 43
industry events
“At PPG, we are constantly looking for ways to bring value to our customers; it’s something we are very committed to,” said Berkey. “We are also excited about the opportunity to learn, exchange ideas and grow stronger with our customers and preferred collision vendors. That’s what makes conferences like this one so important.”
Interactive workshops and seminars led by PPG MVP staff and industry experts focused on the diverse factors— from employee relationships to social media marketing and more—that directly affect collision centre performance. For more information on PPG’s MVP program, please visit ppgmvp.com.
Jim Berkey of PPG. Rick Dey and Tim Manuel of O’Regan’s Collision. Bill Didham and Sharon Ashley of Collision Clinic, and Darlene Didham.
Darryl Simmons, publisher of Collision Repair magazine, and Rafael Hinojos, Director, Automotive Refinish for PPG Canada.
Seminars and workshops at PPG MVP focus on diverse factors affecting performance.
Lianne Perissinotti and Deb Nucciarone of PPG Canada.
Robb Power, Manager Business Solutions for PPG industries.
Start your day the Cardinal Way! ...because your business is our business Call 1-800-387-3199 www.cardinalcouriers.com
On-time, pre 8 AM delivery service to meet the needs of customers with time-sensitive goods and parts is why Cardinal Couriers is your preferred choice in Ontario and Quebec. Our delivery is facilitated through the use of secure vaults, which are placed just outside your place of business. This allows our professional drivers to handle pick ups and deliveries unattended. We can also partner with you using key access to a secure area in your business, when shipping volumes exceed vault capacity. Consistency, security and reliability is our commitment to you. Pre 8 am delivery means you can get down to business right away. So start your day, the Cardinal Way.
44 collision Repair collisionrepairmag.com
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women of the industry
New Life By Mike Davey
T
he collision repair industry m ay b e i n Kat e Tap l e y ’s blood, but that doesn’t mean that she was overwhelmed with enthusiasm regarding a life in the business. Tapley is a manager of Nick and Dan’s Collision, a pair of collision repair facilities located in St. Marys and Stratford, Ontario. Her family’s entrance to the collision repair industry came over 30 years ago, when Tapley’s parents opened Stonetown Collision and Tire in St. Marys. Her father later purchased Nick and Dan’s Collision in Stratford. Deciding that the second facility was slightly better known, and seeing the advantages of having one name for both shops, they rechristened Stonetown Collision and Tire as Nick and Dan’s Collision St. Marys. Working in the family business wasn’t really the career that Tapley intended, and for sometime her vocation was something that should be near and dear to every collision repairer’s heart; helping youth with their job search and career skills. However, that changed in April of 2011, when Tapley’s father, Al Tapley, asked her to come into the business after he was diagnosed with cancer. “My older
Kate Tapley of Nick and Dan’s Collision.
sister and brother had taken their turns working in the shop, but neither of them really wanted to do it for a career,” says Tapley. “I said yes eventually, but it was a really big transition.” Part of that transition was, of course, learning all the ins-and-outs of the business of collision repair. However, where Tapley really ex-
“There’s always something new to learn … and you get to meet a lot of different people.” – Kate Tapley
cels is in the area of the so-called “soft skills,” which are every bit as important to a modern shop owner. She’s a graduate of Lambton College in Sarnia, Ontario, were she studied business administration - human resources management. The advantages of this kind of education for a facility manager are obvious. “My education has definitely helped me to make that transition,” says Tapley. “There are a number of different things I learned in school that have been extremely beneficial.”
Kate Tapley is making a big transition at Nick and Dan’s Collision. The original plan was to have Tapley start in the St. Marys location. Things didn’t quite turn out that way. “We were hit by a big hail storm literally right after I came onboard,” says Tapley. “Things got so busy that it made more sense for me to start in Stratford. Dale Shiell is a manager at the Stratford store. He and my father have been working with me and training me on many aspects of the business.” Currently, Tapley spends her mornings at Nick and Dan’s Collision in Stratford, and then goes to the St. Mary’s location in the afternoon. In a way, this can be viewed as a microcosm of how Tapley views the industry, and why she’s come to enjoy working in it as much as she does. “It’s always something different,” says Tapley. “No two days are the same. There’s always something new to learn, something that’s different and you get to meet a lot of different people. There’s no end to the variety you encounter. Every customer is different, and every vehicle is different.” This arena of constant change isn’t for everyone, but it’s one where Tapley is sure to thrive. Success is almost never a solo endeavour. Tapley is quick to acknowledge the support she receives. “I’ve got really great support from both my coworkers and my family and friends,” says Tapley. “I know that I’m very fortunate to have that level of support. It’s up to me to make sure I make use of it and learn as much as I can.” CRM
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 Kate Tapley and every woman profiled in our Women of the Industry section will receive a membership to WIN.
46 collision Repair collisionrepairmag.com
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By Sam Piercey
I
was recently asked to attend a meeting with 11 national insurers to discuss concerns surrounding the increasing costs for the towing and storage of collision vehicles. The meeting drew a crowd that was representative of many of the components of a collision: five police departments, 11 national insurers, the Insurance Bureau of Canada, many bylaw officers and managers from GTA cities, as well as individual owners and reps from national franchises. What drew us all together was concern for the public and the significant impact of excessive towing charges. We have to work together to put a stop to these out of control charges. We can’t afford to pay unrealistic tow bills to corrupt operators who are preying upon innocent collision victims. There is a lot we can do to service our clients and protect them from ridiculous overcharges on tow services, and that in turn can impact our premiums. We can actually do something -- other than trim our bottom line -- that can assist our clients’ rates! Now it’s time to ask, “What can we do about it?” 1. Educate everyone that there is protection already out there. Many of the municipalities that we operate in have by-laws in place to protect the public. Make sure you and your staff know the by-laws. 2. Contact the client or the insurer prior to paying out a bill. Many times clients are not aware of where the car has gone or the charges involved, and it could be that the insurer cannot cover all those costs. Many insurers require an authorization for excessive tow charges. Maintain contact points for all major insurers. 3. Mark Lockwood from RBC noted that “Hostage taking stops when you stop paying ransoms.” The problem tow companies will disappear if we stop giving in and paying charges that should not be paid. I was recently involved in a situation with a very high tow charge, so I called the insurer and it was lowered, upon further investigation it was determined it was a service club tow and lowered again. The ini-
48 collision Repair collisionrepairmag.com
tial bill was more than double what was paid in the end. 4. Stop paying points. This really needs no explanation. This practice may be a breach of the Criminal Code of Canada, perhaps being viewed as a secret commission! 5. The police and bylaw officers want to help but never hear from us. We need to actively make them aware of the problems the consumer faces. 6. Lobbying of City Council should occur. We need strong bylaws to protect the public and keep us from being caught in the middle. We need to be heard. 7. Work with the honest, legitimate towing companies. There are a ton of great tow providers out there. Give them our work! Encourage them to get involved as well. They too are harmed by the poor practices of a few. We need to work together to bring about rules and tariffs for tows. While we fully support a free market system, we must also recognize that in a crisis situation and with many areas allowing a “first on-scene” approach to towing, this system fails. People are often not in a position at the time of an accident to remember to call their preferred shop so we can send assistance. Everyone needs more knowledge. We need to know what to do, the client needs more information at the time of a loss, and insurance companies need to know what to do in handling inflated tow bills. The tools are there, we just need to use them. Through stringent monitoring and enforcement, as well as assistance from the honest tow operators, we can manage this situation. For those in other areas of Canada that are problem free, be vigilant! If you see something wrong starting to occur in your area, work with your stakeholders to prevent an out of control situation from developing. CRM Sam Piercey is the co-owner of Budds' Collision Services in Oakville, ON.Samisalong-timeCoyotemember and sits on many boards and committees. He can be reached at sam@buddscollision.com.
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thereyet? Is it time for the slackers to go out of business? By Tom Bissonnette
I
f you went to school for 10 years and got a medical degree, you would be qualified to be a general practitioner, as long as you kept your skills up to date with regular and constant training. You would not be allowed to perform orthopedic surgery or neurosurgery without additional specialized training and equipment – which of course allows you to be paid more money. It is only fair that the doctors that make the investment of time and money should be rewarded their efforts.
myself “Is all this extra effort in vain? Why are these guys still in business?” Ken Friesen of Concours Collision Centres recently sent me a video by the Collision Industry Conference (CIC), a US-based organization. You can see the video for yourself at youtube.com/watch?=T6zULQhBaSI. In less than three minutes this video gives a chilling depiction of the rapid advancement of technology and the industry’s sad lack of resources to deal with these changes.
Stay on Top
After watching that video, I can say that I think the day of reckoning for the slackers is coming – fast! How does your collision repair facility measure up? Try these questions on for size: 1. Does your facility have access to a technical website providing detailed repair procedures and technical data to assist in the repair of today’s vehicles?
For almost 30 years I have been hearing about the need for shops to stay on top of the changing technology of auto repair or risk going out of business. I and many of my associates have been proactive about this issue, constantly updating our equipment and training while we watched most shops just slide on by doing very little or nothing. I have asked
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2. Does your collision repair facility utilize threedimensional frame measuring and have a database to back it up? 3. Are you and your employees constantly upgrading your skills either through I-CAR, local trade schools or offsite training of some sort? 4. Does your collision centre’s production area have a resistance spot welder?
trained shops. Is it time for the industry or the insurance companies to re-open the discussion on shop accreditation? Are there some shops that should simply be scratch and dent shops? Should the shops that have made the investment in equipment and training be recognized and rewarded with a higher door rate? Is it possible that insurance companies don’t want to see any type of tiered
IS all this extra Effort in VAin? Why are these guys still in business? 5. Does your collision repair facility supply a detailed repair plan, complete with technical data and service bulletins for your technicians before they start working on each and every job? If you answered no to any of the questions above, how can you say for certain that your techs are fixing each and every vehicle properly?
Tiered Repairs
If the video from the CIC is correct, this situation is only going to get worse for poorly equipped and
accreditation because they might have to pay the high achievers more money? How can shops continue to meet the demands of this industry with such low door rates? I would love to hear your feedback on this issue. 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.
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november 2011 collision Repair 51
who’s driving?
activelistening Practice it regularly, or you will miss opportunities.
By Jay Perry
H
ow good are you at listening? That’s a very important question. I like the old saying my folks had, about us being given two ears and one mouth, so use them in proportion. The real answer in practical, business terms is very simple. We miss opportunities if we are not listening. I have seen so many opportunities with customers, employers, vendors and potential partners be missed when an individual doesn’t practice good listening skills. Vendors are probably the best example of where a lack of listening skills causes some of us to miss out. The traditional viewpoint of vendors that a lot of people have is that these salespeople are just trying to jam something that we don’t need down our throats. Sometimes I have seen that to be true.
going to have all the answers or even great suggestions every time. But if you don’t listen how will you know how much they can contribute? Partners such as bankers, lawyers and consultants are often dismissed too quickly. Customers are probably the least listened to group and the most expensive group to ignore.
Drop the Filter
Just the other day I listened to a customer tell the manager what he wanted and the manager proceeded to tell him all the reasons why he wasn’t going to get it. Why? Because the manager wasn’t listening to what the customer was saying. Whether the manager was right or wrong is irrelevant. He set up a terrible situation in customer relations that
customers are probably the least listened to group, and the most expensive to ignore. What I have also seen is that this attitude leads to missing the ideas behind what is being pitched, and often they’re products that highlight problems that are often left unattended within businesses.
Listen & Consider
I am not endorsing any product or service, and I’m certainly not saying that you should subscribe to everything that floats by your office door. What I am saying is that you miss out when you don’t really listen to the underlying solution vendors are trying to help you solve, without examining whether the problem exists inside your company. Often business people dismiss out of hand what another is saying without consideration. This applies to our employees too. I believe that some of the best ideas to solve problems within organizations are inside the heads of the people that work there. Too often I witness bosses dismiss ideas out of hand. Often I hear employees say “I told them about that a long time ago but they didn’t listen to me.” I also believe that employees with a limited view of a sophisticated business environment are not 52 collision Repair collisionrepairmag.com
needed extra work to overcome. He was lucky the guy didn’t walk out and go to another business. Instead of disagreeing with the customer, all he had to do was acknowledge that request and promise to work as hard as he could to fulfill it. You really need another person to help assess your ability in this skill set. Take aside someone that you absolutely trust to give you the truth and an objective opinion about your capability. Don’t listen through your usual filter. Listen carefully to what is said, repeat or rephrase what was said back to your trustee. Then ask, “Did I get all of your thought?” This sounds simple. It is not. It is something we call Active Listening and it takes lots of practice to become really good at it. When you start to master this technique, it will help you to stay the one who is 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.
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Contents News..............................................55-63 Including Talking ELVs at Queen’s Park, Trevor Generoux “Rides with Lance,” ARPAC celebrates 40 years and more.
magazine
OARA Raises Over $17,000 for Heart & Stroke at Fall Meeting The Ontario Automotive Recyclers Association (OARA) held its fall meeting recently at the Fairfield Inn & Suites in Belleville, Ontario. Highlights included presentations on Car Heaven and Switch Out, updates on various OARA programs and a fundraising event for the Heart & Stroke Foundation. The fall meeting kicked off the evening of Thursday, September 15 with a Big Bike Event in the parking lot of the Boston Pizza at the Quinte Mall in Belleville, directly across the street from the Fairfield Inn. Teams from Woodbeck Auto Parts and Hotch’s Auto Parts “competed” to raise money for the Heart & Stroke Foundation. The Big Bike in question is essentially 29 bicycles welded together, so peddling it requires a strong team effort. The goal was Continued on page 56.
Nancy Sutherland, National Executive Director of the Sunshine Foundation at the OARA fall meeting.
OTS Design Challenge Gives New Life to Old Tires A new design challenge has been launched asking Ontario students to create landscape designs to beautify urban spaces by using some unlikely but innovative products made from recycled tires. Ontario Tire Stewardship (OTS) along with the Ontario Association of Landscape Architects (OALA) launched the OTS Student Design Challenge, which offers design students the opportunity to showcase creative, sustainable outdoor design and win up to $3,000. Since 2009 OTS has worked to recycle more than 25 million tires, many of which have been used to create consumer goods like rubber mulch, playground equipment and pavers. As part of this design challenge students will be able to creatively integrate Ontario-made tire-derived products into outdoor spaces that people will enjoy. “Our hope is that through this competition we’ll open students’ minds to the sustainable options for landscape design and they’ll choose to use these products into the future to create a greener Ontario,” said Andrew Horsman, Executive Director, OTS. “OTS has made it a priority to invest in a more sustainable Ontario. That is why we not only divert used tires from landfills
Recycling column...........................64-65 Peer Benchmarking by David Gold
Recyclers Thanked at Canada’s Tokyo Embassy Canada’s recyclers have a good international reputation, and it’s a reputation that has been spreading far and wide in recent years. In fact, it’s reached as far as the Canadian embassy in Tokyo. Alan Schroeder is a Trade Commissioner at the Canadian Embassy in Tokyo with responsibility for the automotive file. He recently contacted Steve Fletcher of ARC to let him know that the Japanese Automotive Recyclers Association had requested a meeting with embassy staff to thank the association for its support and generous donation of $10,000 following the terrible earthquake and tsunami that hit Japan in March. JARA plans to send ARC a Certificate of Appreciation for their efforts. Continued on page 57.
Alan Schroeder and his supervisor Kathleen Donohue of the Canadian Embassy in Tokyo accepting a Certificate of Appreciation on behalf of ARC, presented by Sosho Kitajima and Taishi Yamasaki of JARA.
Continued on page 57. november 2011 collision Repair 55
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Continued from “OARA Raises Over...” on page 55.
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to raise at least $5,000 for the Heart & Stroke Foundation. The facilities involved and OARA’s membership not only succeeded in reaching that goal, they absolutely shattered it, raising $17, 450. The Heart & Stroke Foundation gave two awards in recognition of the efforts put forth by these facilities. Hotch’s Auto Parts took home “Most Funds Raised,” while Woodbeck Auto Parts won the title of “Fastest Run,” beating the other team’s time by 30 seconds on the dot. The next morning, attendees had two events to choose from: an official OARA golf event held at Black Bear Ridge Golf Club, and a bus tour of the Quinte region. Atteendees met up later at open house and BBQ hosted by Woodbeck Auto Parts, a local OARA member. The open house was followed by a Board of Directors meeting at the hotel. The Direct Members Meeting took place on Saturday morning. OARA members attending the meeting were filled in on work done by the Sunshine Foundation and OARA on Dreamlift and Tire Take Back Days, as well as a presentation by OARA’s corporate policy group on the issues of licensing and accreditation for automotive recyclers. Rebecca Spring and Heather Farquarson of the Summerhill Group also updated OARA members on the success of the Car Heaven and Mercury Switch Out programs. Most people don’t realize that 2003 model year and older vehicles can produce up to 39 times more smog-forming pollutants than cars manufactured today. That’s part of why both Summerhill Impact and OARA are encouraging Canadians to retire these cars early and permanently remove them from our roads by offering Car Heaven: a rewarding, free and convenient program to participate in.
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Steve Fletcher of OARA and Denis Desjardins of Sonshine Auto Parts.
56 collision Repair collisionrepairmag.com
The membership of OARA took some time out from the more serious aspects of the meeting to hit the links.
The program benefits Canadians not just by protecting the environment; it also supports charities across the country. Canadians who participate will receive a suite of rewards that includes a charitable tax receipt from their selected Car Heaven charity partner, an alternative transportation incentive (where available), the guarantee that their vehicle will be recycled in an environmentally responsible manner, and a free tow. Since its launch in 2000, Car Heaven and its program partners such as OARA have retired more than 123,500 vehicles, generating more than $3,600,000 for its affiliated charities. Manufacturers and retailers are invited to join this initiative. “Car Heaven is supporting green business growth in the Canadian economy and dedicated to using only auto recyclers who comply with the environmental process guidelines, “ said Steve Fletcher, Executive Director of OARA. “Environment Canada and ARC developed the Canadian Automotive Recyclers’ Environmental Code that all recyclers participating in the program must follow.” OARA’s next official meeting will be the Annual General Meeting, Convention and Trade Show, schedule for March 30 and 31, 2012, at the Toronto Airport Marriott Hotel.
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i recycling news
Continued from “Recyclers Thanked...” on page 55. Continued from “OTS Design Challenge...” on page 55.
and burning, but also invest in helping businesses develop tire-derived products and encourage consumers to make more suitable choices.” For the challenge, students’ designs will be developed in response to a strict set of real life design parameters such as site dimensions, available tire-derived products and budget restrictions. The winner will implement their design at Toronto‘s Evergreen Brick Works – a celebrated community environmental center and international showcase for urban sustainability. “We are excited to have the students onsite, going through the build process and seeing their work come to life,” said Heidi Campbell, Evergreen Brick Works. “We are a living lab designed to showcase the latest in sustainable living, having these designs come to life to demonstrate how we can reuse tires into a useful purpose will have great benefits.” The competition is also an opportunity for aspiring design students to meet and learn from the real-world landscape design experts and celebrities that make up the challenge’s judging panel: • Frank Ferragine, CityLine, Garden and Landscape Expert • Denise Devlin-Li, Dean of School of Applied Arts, Humber College • Heidi Campbell, Landscape Design Consultant, Evergreen Brick Works • Henry Kortekaas, Principal Landscape Architect, Henry Kortekaas & Associates • Sean Kelly, Assistant Professor, Landscape Architecture, School of Environment and Rural Development, University of Guelph The design challenge is open to post-secondary students in Ontario. Registration is open until October 17, 2011 and students can apply online at otsdesignchallenge.ca. All submissions are due November 21, 2011 and the winning design will be unveiled at Evergreen Brick Works in the summer of 2012. For more info, visit GreenMyTires.ca.
“We were very impressed with the breadth of their activities and their efforts to raise awareness of the importance of automotive recycling,” said Schroeder. “I was particularly impressed with the series of children’s books that they have produced to raise the importance of recycling among children, as well as the ‘Dictionary of Automobile Recycling’ that they recently published.” Schroeder closed by thanking the association for their support of automotive recyclers in Japan, noting that it was “…not only a great source of strength and encouragement for the Japanese people during this difficult time, but an important symbol of Canada’s readiness to help a friend in need.”
Too Busy to type? Give us a call at 905-370-0101 and we’ll subscribe you to Collision Repair magazine and Canadian Auto Recyclers. Subscriptions are free for qualified professionals.
november 2011 collision Repair 57
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OARA, CVMA and CAA Talk ELVs at Queen’s Park
Recycler Trevor Generoux “Rides with Lance” to Help Fight Cancer
The Ontario Automotive Recyclers Association (OARA), the Canadian Vehicle Manufacturers Association (CVMA) and the Canadian Automobile Association (CAA) held a joint news conference at Queen’s Park recently to call on all of Ontario’s political parties to endorse the newly developed, industry led, environmental management system for end-of-life vehicles (ELV). The environmental management system would be the first of its kind in North America. As Steve Fletcher, executive director of OARA, explained at the news conference, the ELV Industry Standard (ELV-IS) for environmental management has been developed by OARA and the CVMA and is designed to bring common standards to the ELV recycling sector. The ELV-IS would ensure that the half million passenger vehicles that reach the end of their useful life each year in Ontario are responsibly handled and the people handling vehicles meet a high standard.
On August 27, Trevor Generoux of Parkway Auto Recyclers in Kitchener, Ontario, along with 51 other riders, had the chance of a lifetime to bike alongside Lance Armstrong for 117 kilometres. The event was the fourth annual Ride W i t h L a n c e f u n d r a i s e r, which raised $1.2 million for the Grand River Hospital’s cancer centre programs. For the first three years of the event Generoux volun-
“Without any regulated standards in Ontario, vehicles flow to the lowest standard,” warned Fletcher during the press conference. He noted that currently “there is no economic incentive, there is no regulatory incentive to do the right thing.” Fletcher said that two out of three ELVs generated in Ontario annually are not managed to any environmental standard. According to OARA, the new system would end the harmful practices that are currently too common. “Automobiles are one of, if not the most, recyclable complex consumer products are the market today. In fact, 85 percent of a vehicle is readily recyclable,” said Mark Nantais, president of the CVMA, during the press conference. “So we know that any effort to improve end-oflife environmental practices has to include the well established auto recycling industry in Ontario and, for that matter, across Canada.” According to OARA, CVMA, and CAA, the ELV-IS, if backed by government and effectively regulated and enforced, would: • Protect Ontario’s lands and waterways from hazardous and toxic substances such as brake and transmission fluid, fuel, engine oil, antifreeze and mercury by ensuring that the fluids are responsibly removed and recycled. • Removing these fluids would also reduce scrap yard fire, which are often caused when combustible car fluids come into contact with sparks and car batteries • Increase the reuse and recycling of vehicle parts and materials, drive continuous improvement in auto recycling while avoiding un-
teered but this was the first time he took part in the ride. “One hundred and seventeen kilometres isn’t too bad,” he says matter-of-factly but adds, laughing, “When Lance wants to go, he does 55 km/h, I don’t go that fast.” Generoux first got involved in the event through his volunteer efforts with Ziggy’s Cycle, which has been a major supporter of the Ride With Lance event. Generoux says the shop “...has provided me and all the other riders with professional support for all four years of the ride.” Of course, “Lance” is Lance Armstrong, seven-time Tour de France champion and cancer survivor. Along with Armstrong, there was a star-studded group of celebrity riders including Robert Herjavec of Dragons Den fame, former NHLer Scott Thornton, Craig Hummer from Versus Network who runs the Tour de France broadcast, Ben Fanelli local OHL player and founder of the Headstrong Foundation and Jim Balsillie, co-CEO of Blackberry maker Research in Motion. However, Generoux isn’t one to get star struck. “In a situation like this, they’re pretty relaxed and it’s like meeting anybody else really, they just got different stories to tell.” For Generoux, the real motivation for taking part in the charity event was to be part of something that will have a positive effect on the community and people in need. As he says, “You do as much as you can, right? You try to give as much as you can.” As well, he doesn’t want to take too much credit and says auto recycling associations such as ARC and OARA have been instrumental in connecting recyclers to charities. “We’re lucky, especially as auto recyclers, because the associations have done a whole lot for everybody and the local recyclers get to pick up on that,” Generoux explains. “Through the associations, we’ve been able to connect with a lot of people that we otherwise wouldn’t be able to.” All in all, Generoux says it was an “awesome day and great Trevor event.” For more info, please visit Generoux. ridewithlance.org.
Continued on page 60.
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Lance Armstrong, during the 2010 Tour de France. Armstrong is a dedicated cancer fundraiser and a cancer survivor himself.
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400 Attend Car-Part.com Industry Conference Auto recyclers from across the U.S., Canada, Mexico and Australia came to learn about and test new product solutions from Car-Part. com. Thirty-two classes were offered, nine of those being new, says the company. Rob Rainwater gave insights into auto recycling sales management and techniques. Industry-related classes were presented by recyclers, core buyers and HR professionals, and an aftermarket quality program was discussed by Dan Morrissey, ABPA’s chairman. DJ Harrington emceed the event. Recyclers in attendance were among the first to be configured for Car-Part Pro, the new search engine designed for professional repairers. Coaches helped recyclers configure their best options for extended warranties, accurate delivery times, and brokering, according to Car-Part.com. They got their hands on the currently available CrashLink, which
provides OE interchange, diagrams, and a pricing calculator that helps value assemblies, interchange and non-interchange parts for collision repair pricing. Other new product presentations included Real Time Barcoding; vehicle and part imaging for Checkmate, Car-Part Pro, and eBay; Checkmate Workstation; Order Trakker; new features of CarPart Messaging; Coremate and more. At the end of the first day recyclers were treated to a night on a riverboat to relax and network while enjoying the banks of the Ohio River and the Cincinnati skyline. On Saturday, they toured Foreign Auto Salvage, Car-Part’s headquarters and one of Car-Part’s two data centers, which combined house 500 servers. Joel Larson of Al’s Lynwood Truck Parts remarked, “Whatever you people are doing, keep it up. I’ve not seen excitement in the industry like this since the days of Autoinfo!”
AARDA Continues Charitable Donation Spree The Alberta Automotive Recyclers and Dismantlers Association (AARDA) is certainly spreading the wealth. Fresh on the heels of number of charitable donations around Alberta, AARDA has donated another $4,000 to charities in the province in support of various causes. The funds were raised through end-of-life vehicle programs, such as CAR Heaven and GM’s Cash for Clunkers. First, AARDA donated $1,000 to the Heart and Stroke Foundation of Alberta. The money will used for life-saving CRP training and research.
Additionally, Randy Montgomery, owner of Harry’s Auto Wrecking in Grande Prairie, presented a $1,000 donation on behalf of AARDA to the Grande Prairie SPCA. As well, the SCPA in Red Deer also received a $1,000, which was presented by Wendy Quick, an owner at Lake City Services in Sylvain Lake. Lastly, AARDA Executive Director Ian Hope handed over a $1,000 cheque to the Alberta Cancer Foundation. The money will used for cancer research in Alberta. For more information, please visit aarda.com.
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Continued from “OARA, CVMA and CAA...” on page 58.
necessary economic impacts to the auto recycling businesses • Create up to 1,500 incremental green jobs in the auto recycling sector • Reduce instances of fraudulent swapping of Vehicle Identification Numbers (VIN) by properly retiring them once a vehicle is recycled • Support vehicle manufacturers by ensuring access to a regulated system for ELV recycling where manufacturers choose to establish their own vehicle retirement programs • Avoid consumer eco-fees on vehicles. Fletcher said the eco-fees could be avoided because, unlike other products subject to similar programs, ELVs have an inherent value because of their reusable parts and scrap metal. He added, “Cars are not waste, they’re an asset that needs to be managed.” The environmental standards incorporated in the ELV-IS are the product of Environment Canada’s national vehicle scrappage program, Retire Your Ride (RYR), said Fletcher. As part of RYR, par-
This lengthy process has culminated in a discussion paper, a national model of which has been submitted to the Canadian Council of Ministers of the Environment. “Although we are talking about Ontario today, the model is scalable up on a national basis,” said Fletcher. “The same problems exist across Canada and the same solutions would work there as well.” The next step in the process involves setting up a not-for-profit ELV-IS council that will be governed by a multi-stakeholder board and will provide the necessary oversight, explained Fletcher. The council would not have the authority to levy fees on non-compliant businesses but instead would control of the licensing of auto recyclers. A condition of licensing would be that anyone wishing to drop off an ELV to a licensed recycler would be able to do so free of charge. Implementing the new environmental management system requires the Ontario governments to amend the province’s Environmental Protection Act and the Safety and Consumer Statute Administration Act to facilitate the formation of the oversight body.
ticipating recyclers had to comply with the National Code of Practice for Auto Recycling. Since then, Fletcher said OARA has been working the CVMA and the Association of International Automobile Manufactures of Canada (AIAMC) to “take that standard and create a means to ensure that all recyclers are meeting the basic requirements.” Fletcher said they have also been working with Environmental Defence and the Recycling Council of Ontario to vet those standards and the ELV-IS. All in all, it has been a roughly ten-year process.
Unfortunately for those involved in the process, Ontario is currently in the middle of an election campaign. “During the run-up to in an election it’s difficult to get commitments,” noted Fletcher during the Q&A session following the press conference. However, he added, “We’ve had positive discussions [with the government]. I think that they’re looking at the policy side of what we’re putting in place and the level of cooperation that’s happening in the various sectors. They’re seeing it as a logical policy option that they are very interested in.”
Info Released Regarding 12th Annual International Auto Recycling Congress Some initial information on the 12th annual International Automobile Recycling Congress (IARC) has been released. For the second time in IARC’s history, next year’s event will be held in Budapest on March 21-23. The venue will be the Hotel InterContinental, located on Apáczai Csere in Budapest. According to the IARC website, potential topics and ideas for discussion are: • Illegal export of wrecks from Europe and North America into Africa and Asia. Why don’t the authorities make any action against this? Why is there a total lack of law enforcement? • China is seeking 5 million used cars outside China for recycling in new shredding and dismantling plants. What are the consequences of the shredders and dismantlers in Europe? • Do traders kill the local car recycling businesses? • Does size of recycling companies matter? • Why don’t car manufacturing companies take over the recycling chain? • Eco design is nice for researchers, but the design is solely driven by the consumer… • Are there enough (cheap) metals for all the upcoming EVs? More information on presenters and speakers will be available in November, according to the IARC website. The conference is currently calling for papers and presenters for the 2012 IARC. Registration is also currently available. For more information, please visit the official IARC website at icm.ch/iarc-2012.
60 collision Repair collisionrepairmag.com
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ARPAC celebrates 40 years at 2011 convention ARPAC, Quebec’s provincial recycling association, held its 2011 Convention recently at Fairmont Le Manoir Richelieu in La Malbaie, Quebec. In addition to its annual meeting, ARPAC also celebrated its 40th year in operation in 2011. The ARPAC 2011 Convention got underway on September 9 with a general meeting, followed by elections of board members after lunch. Following the election, attendees were treated to a presentation discussing the beginnings of ARPAC, its present and its future. The keynote was delivered on September 10 by Christian Tétreault, who discussed his life as a broadcaster, writer and novelist.
Keynote speaker Christian Tétreault.
Tétreault delivered an uplifting message about how not to dwell on pain, but to consider the good in life, drawn from his own personal experiences after the death of his young daughter. After lunch on the second day, Maxime Gou of Entr. Track Test and Claude Bazinet, a trainer with Services Docade took the
62 collision Repair collisionrepairmag.com
Simone Beauvoir of ARPAC, and Roger and Phillipe Fugere of Lecavalier Auto Parts.
podium to discussion certification issues. The topic of labour in the auto recycling industry came up for discussion next, led by Johanne Massey of LKQ Pintendre, Eric St-Pierre of Lecavalier, and Danielle Lechasseur and Johanne Dubé of CSMO-Auto. Brigitte Pesant of the Automotive Recyclers of Canada took the podium to update attendees on recent work done by ARC. The 2011 Congress concluded with a banquet hosted jointly by ARPAC and CCPQ, Quebec’s provincial collision repair association. For more information on ARPAC, please visit arpac.org.
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Inside the LKQ/Cross Canada merger L K Q ’s 2 0 1 0 a c q u i s i t i o n o f Cross Canada Body Parts and Paint Circuit was an obvious partnership. With one acquisition, LKQ brought in a company and hundreds of new employees with a wealth of experience in the sometimesdifficult Canadian market. Now with 23 locations from British Columbia to Quebec, and over 300 locations across the rest of North America, LKQ is positioned to deliver on their
The new LKQ Toronto warehouse.
motto of “any part, any repair, anywhere.” The company says that the elements Cross Canada has brought to LKQ will help make for a stronger and more reliable Canadian presence. “Both companies complement each other for the Canadian market,” explains Joe Worron, general manager of operations for Cross Canada. “The way that the population is set up in Canada, it’s diverse. It’s very strong in the cities but in the rural district, it’s not as strong for direct service. So that’s where Cross Canada, over almost 50 years, developed a distribution network to the dealers to supply the body shops in their communities. That was a good marriage with Keystone, [our aftermarket division].” “One merger allowed us to get right across western Canada,” adds Phil St. Pierre, district manager for LKQ. “That was a footprint that LKQ was looking for.” To accommodate the merger, LKQ opened an 112,000 square foot warehouse in Toronto that operates 24 hours a day, five days a week. From the Toronto warehouse there are 22 delivery trucks, doing twice-a-day deliveries, servicing Ontario’s Golden Horseshoe industrial region. Worron and St. Pierre say the warehouse is just one way in which LKQ is demonstrating its commitment to the Canadian market and its customers north of the border. “LKQ’s commitment to the Canadian market, to understand it and service it as a Canadian division, is really significant,” says Worron of the Chicago-based company. “They’re not pushing the American way on Canada. They’re waiting to understand the Canadian market: how it operates and what they need in each one of these areas to accommodate the way that area operates.” Aside from LKQ’s expertise in auto recycling and remanufacturing, St. Pierre says the merger with Cross Canada gave the company opportunity to embrace the wholesale side of the automotive industry. “LKQ saw the value of the wholesale business, which gave us another arm called Cross Canada Wholesale,” he explains. “They recognized the importance of that side of the business and we developed Cross Canada as a wholesale division.” Worron adds that LKQ is completely committed to supporting the wholesalers and by merging with Cross Canada, the two companies can now serve that side of the industry better than ever. St. Pierre also says that a crucial asset that Cross Canada brought to the table is its annual parts catalogue. “In the industry it was basically known as our bible,” he says. “You know that everybody used it, and with the amalgamation we brought that marketing in with us.” With the Cross Canada facilities and recent additions to their bumper and wheel remanufacturing facilities, LKQ hopes to continue offering quick and efficient service across North America. This merger is one more example of what can be accomplished when two strong companies come together.
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november 2011 collision Repair 63
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nonoise Peer-Benchmarking at Lecavalier Auto Parts. By David Gold
T
wice a year I meet up with a group of 10 other auto recyclers. We take turns hosting meetings at our respective facilities for an exercise that we call Peer-Benchmarking. I recently had the opportunity to travel to Montreal to meet the group, with Roger and Philippe Fugere from Lecavalier Auto Parts acting as our hosts. The purpose of this trip was to learn and share ideas with our non-competing counterparts. Based on the sheer numbers distributed by Lecavalier in advance of the meeting, we knew that this one would be special. What we didn’t realize was that we would be inspired by a new benchmark, “noise,” or more accurately, lack thereof. You have to be really on the ball to make any business successful, and this is no different in the auto recycling industry. The investments that we keep putting into our business mean that we have to grow and increase revenues to pay for everything. It’s a vicious cycle and many auto recyclers ask themselves, “Does
bigger mean better?” Those auto recyclers that have a desire to have the latest and greatest business tools at their disposal and to be on the cutting edge all the time will certainly expect to grow, but at what cost? In most cases, the cost can’t be calculated easily, because it takes more of a “human toll” on the owners and managers. However, one brief tour at Lecavalier Auto Parts and you can clearly see that this is not the case there. The operation is humming along smoothly, like a freight train swiftly rolling down a wide open track. We did not see bottleneck of processes clashing with one another, or the common facility issues. Having the opportunity to work with one of the best auto recyclers in North America and to share ideas is a humbling experience. We quickly learned that this level of organization has been built over many years, with an emphasis on making logical decisions. Many auto recyclers make “emotional” decisions about their business, but in Lecavalier’s case it’s more about the numbers and making an informed decision based
Switch Out Update 2011
Is your business mercury free? With the CSPA’s “Zero Mercury” Scrap Purchasing Policy now in effect, participation in Switch Out is more important than ever! The upcoming October collection sweep is a great opportunity to ensure you remain listed as an active program participant and are compliant with the “Zero Mercury” Scrap Purchasing Policy. The 2011 Switch Out contest is coming up and it’s bigger than ever—stay tuned for more details about this year’s exciting prize. To be entered in the Switch Out contest, your business must be an active participant, so make sure you send in those switches!
Thank you for doing your part to keep our environment free of mercury.
Visit switchout.ca to register today, or for more information call 416.922.2448 x241
Remember—every switch counts. 64 collision Repair collisionrepairmag.com
A program of:
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on the hard data. This has paid off. Doing a job once and doing it right allows for organized and consistent growth, with little noise. So here we are -- a group of recyclers looking to give back and provide Lecavalier with some business recommendations for improvements -- and all we could talk about was how quiet the place was. Where was all of the commotion? Everything just hummed along.
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Perhaps the best way to describe the culture of Lecavalier is through the words of Konrad Sauve. He has been with the company for a year and a half, and handles sales at the front counter. He says, “It’s a two way street. We have a great team and great support, and with Roger and Philippe it’s always fun here.” To have an open book relationship and share confidential numbers and business metrics with a company
All we could talk about was how quieT the place was. Where’s all the commotion? Being involved with a group and realizing that we have a lot more to gain by working together and sharing ideas to improve the business and increase revenues and thereby our customers satisfaction is not lost with the folks at Lecavalier. Roger and Philippe have created a culture that presents itself well, is very accommodating, open and receptive to new ideas and is exceptionally driven to succeed. Most important are the characters of Roger and Philippe. It is easy to see why they are admired by their team and our industry alike. They understand that if they give a lot, they will get a lot back in return.
like Lecavalier is a real treat. I would like to thank the entire team at Lecavalier for showing us that there is a lot more than the numbers at Lecavalier and the seamlessness of the operation is what has inspired me the most. As Konrad says, “I have fallen into good hands, it’s a great place.” Konrad, I couldn’t agree more. 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.
november 2011 collision Repair 65
last word
Let’sscrap Saying goodbye to an old friend is surprisingly easy. By Mike Davey
M
y venerable Ford Focus gave up the ghost about six months back. I was driving to a parent-teacher interview when suddenly something quit. The engine didn’t cough or sputter, it simply died in the middle of the road during rush hour. Luckily this happened during my disastrous experiment in country living, so rush hour consisted of two pick-ups and a cow who I’m pretty sure was drunk. I am not found wanting when a situation like this comes along. I immediately sprang into action, swiftly pushing the car over to
of moron?” and “How would you like it if we took your kids away?” That sounded fine to me, but apparently you have to go through some sort of red tape when the champagne runs out and you want to get them back. So now I had one perfectly good van, and one utterly useless car. Useless to me that is. It turned out that one of my eight uncles -- big families run in my family -was looking for a vehicle, and he thought my ancient Focus might fit the bill. He showed up one day with a car trailer and hauled my car off to a friend of his that both fixes and scraps cars. I didn’t
I sprang into action ... repeatedly banging my head on the steering wheel. the side of the road, and then repeatedly banging my head on the steering wheel. I got a pretty good rhythm going for awhile, but decided to stop after I started to forget synonyms for the word “foment.” After taking a minute to wipe the blood off, I called a tow truck and had them take the car back to my place, where it sat for awhile. I wasn’t really in a rush to do anything about it. We were already buying a van, and my wife doesn’t have a license. Maintaining two cars just so I would have a choice of what to drive in the morning would be pure swank. Frankly, I had wanted to stick with the car. I figured we had already managed to cram two adults and three kids into it for years, so why mess with a good thing? My wife was really the one who insisted we needed a van. I came around to her viewpoint after she took a few minutes out from her busy schedule of being constantly pregnant to inform me that she was due to give birth, and having our fourth child ride on the roof rack wasn’t an option. Apparently it causes the police to ask pressing questions, like “Are you some kind
inquire too deeply into this, because it was making what to do with the vehicle someone else’s problem. Those are my favourite kind of problems. A few months later, I finally started to wonder what was happening with my car. It turns out that the problems are too expensive to fix. The obvious solution was to let the guy scrap it, but I wanted to ask him a few questions first. After “What do you do with the fluids?” got little more than a blank look, I decided it was time to hit up the OARA website. Now I know for sure that the job will be done right, and any environmental impact will be minimized, so the world will be preserved for our children. That’s very important to me, since I intend to sponge off them as much as possible. You know what the best part is, though? The association member gave me more money. CRM
66 collision Repair collisionrepairmag.com
Mike Davey is the editor of Collision Repair magazine. He can be reached at 905370-0101 or via email at editor@collisionrepairmag.com.
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