Collision Repair 11#3 by Media Matters

SPECIAL REPORT: FIX AUTO CELEBRATES 20 YEARS Serving the Business of the Industry

Need for

A WOMAN’S PLACE

Where we were, where we are today and where we need to be.

Speed

At Bonneville Speed Buffing, Francois Bonneville teaches the world to pay attention to the details.

IGNITE THE INTERNET!

You can get people buzzing about your biz. Plus OEConnection connects you, software showcase and much, much more!

Volume 11, Number 3 l July 2012

$4.95 l Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 l 86 John Street, Thornhill ON L3T 1Y2

Take the High Road in Clear Coats At RecoRd Speed.

No bake. No fuss. No equal. Now you can achieve unparalleled precision and aesthetics with maximum ease and speed. Glasurit 90-Line base coat system plus Glasurit 923-240 No-Bake Low VOC Rapid Repair Clear redefines high end coating performance with no fuss, no-bake convenience. They are the perfect choice for your small panel repairs and make an ideal jamming clear for door jams and other tight space applications. Take the high road in coatings with record speed. call 800-825-3000 or visit www.basfrefinish.com/glasurit

For more information, scan the QR code with your smartphone. If you do not have a QR code app, it can be downloaded for free.

CONTENTS

On The cover 25 NEED FOR SPEED Detailing and training have become essential services at Bonneville Speed Buffing.

Volume 11 Issue 3, July 2012

features 29 MILES TO GO? The status of women in the collision repair industry.

37 Today’s trends How the unemployment rate affects your bottom line.

40 Staff Sale How to sell your shop to employees.

42 IGNITE THE INTERNET! Power up your internet marketing and reap benefits.

44 sOFTWARE spotlight An in-depth look at today’s computerized management systems.

51 OECONNECTION

61 Meet Your Jobber Come inside the warehouse and get to know your partners.

l d! ia ec sprea Sp re

Fix Auto Convention.

A new service promises to lower the price of OEM parts.

departments 04 Publisher’s page by Darryl Simmons Good vs. marginal.

10 t h A

v nni

e rsa r

52 Social Media by Jonathan Barrick Handling negativity.

54 Point Blank by Sam Piercey Fired? More like quit.

SPECIAL REPORT: FIX AUTO CELEBRATES 20 YEARS Serving the Business of the Industry

Need for

A WOMAN’S PLACe

Where we were, where we are today and where we need to be.

Speed

At Bonneville Speed Buffing, Francois Bonneville teaches the world to pay attention to the details.

IgNITe The INTerNeT!

You can get people buzzing about your biz. Plus OeConnection connects you, software showcase and much, much more!

On the Cover: Francois Bonneville has found success by concentrating on the details. Photography by Daniel Martel.

55 Who’s driving? by Jay Perry Where we’re going.

56 Prairie View by Tom Bissonnette YOUR ONLINE SOURCE

Canada’s collision repair information resource. New articles and top news stories daily. Visit www.collisionrepairmag.com.

collisionrepairmag.com

Time to speak up.

58 TOWING by Joey Gagne Their needs.

72 Recycling by David Gold CarInspector.us can help.

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

74 THE LAST WORD by Mike Davey Cloud computing.

july 2012 collision Repair 03

publisher’s page

Goodshops Make sure you’re among them. PUBLISHER DARRYL SIMMONS (905) 370-0101 publisher@collisionrepairmag.com

By Darryl Simmons

ne of the greatest fringe benefits in my role as publisher is to travel far and wide meeting collision repairers much like yourself. Recently I had the opportunity to head to Barcelona, Spain where the IBIS conference discussed collision repair from a global perspective. Repair shops across the globe are facing the same challenges as here in Canada— decreased volumes, insurer pressures and the need for more training—the result is, no surprise here, shops are closing their

they will make it up on volume. It ain’t gonna happen. Profit margins are already down to the bone and losing money on a job just for the cash flow is a sure recipe for financial ruin. So what is the answer? I wish I knew for certain, but it doesn’t take a brain surgeon to figure out there is not enough work for the shops out there. With shrinking volumes in certain area, it’s only going to get worse. That means there has to be a natural correction not dissimilar to stock markets or the price of oil. Since you’ve read this far, you’re probably one of the shops that’s

There are just too many marginal shops in urban areas.

general manager Ryan Potts ryan@mediamatters.ca EDITOR MIKE DAVEY editor@collisionrepairmag.com ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com Interns katherine webb, lori atik, lucy mazzucco, Raisha Karnani COLUMNISTS DAVID GOLD, JAY PERRY, joey gagne jonathan barrick, 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

doors at a record pace everywhere. Canada is a dichotomy in progress. There are certain areas of the country, such as the urban areas of southern Ontario, where volumes are down and shop bays are idle. Workers are getting laid off and some shops are closing for good. Meanwhile, out west and especially in Saskatoon, there’s a waiting list to get in the doors. It doesn’t really seem to matter whether it’s public or private insurance, but the key factor appears to be the number of “good” shops in any given area. This has an interesting effect on the insurer/repairer relationship. There are just too many shops in urban areas such as the GTA, Montreal and places on both coasts. Not too many “good” shops, just too many shops in general. This leads us into a simple basic fact of the supply/ demand equation of economics. As long as there is a shop in your area that is willing to accept lower prices and greater responsibilities, there will be insurer pressure on you to do the same. And this will go on until the supply equals the demand. The sad part about this is those shops that drop their prices seem to be convinced

going to weather the storm. What we have are too many marginal shops whose owners end up cutting corners on repair procedures and material. These are the ones who don’t properly pay their taxes and permits and employees, but still end up getting work and eating into your profitability. These are the ones who have to be weeded out so the good shops, shops like yours, can continue to thrive. By the way, maybe you can visit those “marginal” shops once in a while and subtly give them a nudge, suggesting that now’s a good time to move on. In the meantime, here’s what you can do. Keep training, keep up your customer relations, keep on the good side of insurers and suppliers and, most of all, keep doing the best job possible. There will never be too many good shops. Make sure you continue to be one of them. CRM

04 collision Repair collisionrepairmag.com

national accounts manager dan brennan (905) 515-1297 dbrennan@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:

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

magazine

, 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.

Expertise — it shows in our service and knowledge. We bring it early and often. From our patented products, built in our world-class development labs, to our state-of-the-art manufacturing and hundreds of locations... it’s all of us, doing it just for you. So, when it’s time to deliver to your customers, you know that Sherwin-Williams Automotive Finishes has already delivered for you. Paint – it’s what you do. It’s all we do. Visit a store, give us a call, learn more or share ideas: 800-798-5872 | sherwin-automotive.com |

news

People on the move Gregg Schneider joins Dominion Sure Seal Dominion Sure Seal is pleased to announce the appointment of Gregg Schneider as Vice President Sales & Marketing. Schneider brings extensive experience in the PBE industry. Specializing in business development, Schneider’s mandate is to strengthen Dominion Sure Seal’s partner re-

lationships to achieve mutual success. The company congratulates Schneider and says it is looking forward to a long and productive association. He can be reached at 1-800-265-0790 ext. 3030 or 909-437-8833, or via email to gschneider@ dominionsureseal.com.

At Least He’s Got Good Manners... A Louisiana man has been arrested for allegedly shooting at a car on Christmas Eve. He failed to hit the car he was aiming at, though, and had accidentally shot out the back window of

Darrin Jorowski joins Rondex as Technical Manager

a different car. The dam-

Rondex is pleased to announce that Darrin Jorowski has joined the team in the role of Technical Manager. Jorowski is responsible for working alongside collision repair clients by providing all aspects of support from internal, onsite technical support, development of training programs and new product evaluation. Jorowski has over 12 years of automotive painting experience, split largely between Bunzy’s Auto Body and more recently Auto Haus Volkswagen. He brings with him strong technical knowledge, enthusiasm, communi-

by the side of the road,

Kim Roberts of Fix Auto Barrie named to MIW list Kim Roberts, Manager of Fix Auto in Barrie, Ontario has been named by AkzoNobel as a recipient of the 2012 Most Influential Women in the Collision Repair Industry (MIW) award. The awards program will be held on July 19, 2012 in San Antonio, TX. The 2012 MIW award recipients were selected for their contributions to the organizations they represent, the collision industry at large and their respective communities. “The collision repair industry’s collective strength, image, and long-term sustainability, is dependent on individuals who have a passion, a vision and a vested interest in its future,” said Margret Kleinsman, General Man-

ager for AkzoNobel A&AC Americas. “The leaders we are honouring with this prestigious award all share these qualities and are among the top tier of those who Kim Roberts. continue to make this a vital industry.” Kim Parsons, President of Automotive Collision Technologies in Maryland and Catherine Mills, Executive Director of Florida Autobody Collision Alliance were also named to this year’s MIW list.

06 collision Repair collisionrepairmag.com

aged vehicle stopped

SORRY !

presumably so the driver could shake off the effects of nearby gunfire. The gunman also pulled over, walked up to the driver and apologized, saying “Sorry, wrong car.” before speeding off in pursuit of his original target.

You Know What? We Understand. A Montana man was fined over $1,000 for reckless driving after leading police on a lengthy car chase. The 55-year-old man—who wasn’t on drugs or alcohol, and hadn’t committed any other crimes—intentionally got police to chase him for one simple reason that he was only too happy to explain to officers when he was arrested: “I just always wanted to do that,” according to the police report.

Our Poor Ears! The average driver will curse approximately 32,000 times during a lifetime of driving. @%** *@#%

#/*@

illustration by lori atik

cation and troubleshooting skills. “Rondex is committed to providing reliable and consistent delivery of in-house technical assistance and endless amounts of information to keep you abreast of industry trends along with expertise from the most experienced staff in the industry,” says Bret Greenwood of Rondex. “We are confident that Darrin will be a tremendous addition to the Rondex team and an indispensable resource to our valued customers.” Jorowski can be reached at 204-943-4531 or via email to darrin@rondex.ca.

news

Wizards hires Rabren as National Sales Manager and Darlington as Business Development Manager Amy Antonsen, President of Wizards Products, is pleased to welcome Harris Rabren aboard as National Sales Manager and John Darlington as Business Development Manager for their Automotive Products Group. Antonsen said, “Their innovative ideas, industry experience and leadership skills will promote our company to the next level while supporting our high standards for quality and core company values.” Rabren brings with him an extensive background in the paint, body and equipment industry of more than 25 years including roles with ITW Evercoat, Sherwin-Williams and DeVilbiss.

GET CONNECTED! Follow Collision Repair magazine at... facebook.com/collisionrepairmag

With Vacuum efficiency approaching 95%, net products alloW you to collect and dispose of potentially dangerous sanding dust.

innovative net products for exceptional dust free sanding Mirka Abrasives Canada Inc. | tel 800-843-3904 fax 800-626-6970 | www.mirka.com

08 collision Repair collisionrepairmag.com

“I am delighted to join Wizards at such an exciting time for the company and look forward to continuing to push the brand and products forward,” said Rabren. With 25 years of paint, body and equipment sales under his belt, Darlington has a proven ability to develop new markets through extensive refinish industry knowledge. “The Wizards line is extremely high quality and I’m anxious to bring it to new markets,” said Darlington. For more information about Wizard Products, please visit WizardsProducts.com or call 800-356-7223.

Steve Lewis joins Cape Breton Business Hall of Fame By Lucy Mazzucco Steve Lewis has become one of the newest members of the Cape Breton Business Hall of Fame. Lewis is the owner of Steve Lewis Autobody in Sydney, Nova Scotia. In 2002, the Cape Breton Business Hall of Fame was created to honour people from the business community at the Cape Breton Steve Lewis. University who had been involved in the community and have had great achievements. “I’ve been in the business for 37 years. The employees do a lot in the community such as raising money for hospitals,” says Lewis, who has been a supporter for IWK Hospital in Halifax for over 30 years. “In total we have been able to raise close to $120,000.” For 2012, the Sydney and Area Chamber of Commerce has partnered with Cape Breton University to induct four people into the Cape Breton Business Hall of Fame. The induction ceremony took place at the Business Hall of Fame Gala in the Membertou Trade and Convention Centre on June 13. A list of nominees was created and people were then selected and have broadened the opportunities for others among the university and have been able to inspire many people, including entrepreneurs. Lewis, along with the other inductees, Rina Guthro, Dave MacKenna and Warren Gordon, will have scholarships and bursaries awarded in their names to students at the Shannon School of Business at Cape Breton University. “I’m not somebody who looks for recognition, but it is an honour to receive something like this,” says Lewis.

news

reader letters Here in B.C. the wages have increased over the last ten years with staff now getting paid a fair wage for what they do. Techs are now comparable to other trades in our area. They are on the lower end of that scale, but the gap in the wage difference between trades has gotten smaller. Our door rate is dictated by ICBC. Most other trades charge out at about $20 per hour more than we can, so the profit margins are getting smaller. Our job as managers is becoming more involved as we try keep a good balance of profit. I am a firm believer that if you look after your staff, they will look after you in the long run. David Verity Assistant Manager/Senior Estimator Jack Schultz Auto Body ~ CSN Prince George, British Columbia

I am writing about my frustration with steering of work based on impressions and financial agreements. The impression is that if a shop has a fancy building with a fresh inviting office, it does proper repairs of good quality. I agree that a shop should be concerned about how people perceive them, but most important of all should be the quality and service, not the colour of paint on the walls. Every day of the week insurers steer consumers to shops based on looks and financial agreements, rather than the quality and service. I know, because I am not on a DRP list or part of a network, so on a daily basis I hear “You are not on the list,” or “We cannot guarantee the repair or speed at which your car will be returned to you. We cannot guarantee your rates won’t increase if you use that shop.” The one I like the best is “We cannot guarantee the resale value of your car if you choose to go there for your repair.” Since when do insurers ever warranty repairs or resale values on vehicles? My experience is the shop warranties the repairs. If a consumer ever has a problem with a repair, the insurer always tells them to go back to the shop that repaired it, regardless of DRP. The person on the end of the phone has not set one foot in my shop or most of the other shops for that matter. Yet they are making comments, both good and bad, based on the list. Nothing frustrates me more than an employee of an insurance company basically saying to an insured that my shop can’t be trusted with the repair of their vehicle because we are not one of the preferred shops in the area. I have never had an insurer call and say “We would like to send out someone to take a look at your shop and your repair process.” The closest thing to that comes from State Farm, who mails out a questionnaire. In fact, the only three kinds of people who work for an insurance company that have set foot in my shop are an appraiser, an insurance sales person or an employee that has been in an accident. Whatever happened to recommendations based on quality, service, honesty and integrity? That’s how we fill our shop every week, because we sure don’t get any referrals from insurance companies! Robert Dumais Streamline Collision Barrie, Ontario

I have been in the business for 38 years. The challenges have not seemed to change much, from finding qualified personal to unrealistic insurance door rates and delivery times. Regarding tow bills, I have seen them from $150 to $2500. Trying to regulate them will be a ongoing challenge. I had a $2250 tow bill approved over the phone by the adjuster, and later he refused a $55 per hour door rate on a one year old vehicle. How does that make sense? Last week an insurer insisted they would only pay $51.50 per hour for collision and $75 for mechanical, but our door rate is $65 and the dealer’s is $95. We both refused to work for their rates. The owner of the vehicle insisted on having it repaired through both of us. The adjuster advised that a $2 per hour increase was the most she could approve. It took almost a week before it was approved, telling us it was a one time thing and wouldn’t happen again. How arrogant! Our shop is always busy and our door rate is not out of line. I should have the right to perform repairs to customers with priority of loyalty, pay rate and a first come first served basis, not companies redirecting my clients and low balling their claims for their own benefit. Steve Schneider The Painter’s Edge Stouffville, Ontario

CJJ, Inc., 1210 Fortune Ave, Detroit lakes, MN 56501 USA

july 2012 collision Repair 09

news

Tyler hore to represent canada at work skills By Raisha Karnani “It just started out as a job opportunity, and it turned out to be the best decision I ever made,” says Tyler Hore about beginning his career in the collision repair industry. Hore will be the Canadian Car Painting representative at WorldSkills 2012 in Germany. At the Skills Canada National Competition (SCNC) 2012 from May 13 to 16 in Edmonton, Alberta, Hore competed in, and won, the Car Painting competition after winning first place at the 2012 Provincial Skills Canada Competition in the same field. “We got an e-mail saying that I could represent the shop and myself at a provincial-level competition,” says Hore. “I got a lot of support from the shop and my co-workers; they helped me a lot for the competition. They did the same at the national level. I owe a lot to this team, especially for this.” “It’s still kind of sinking in,” Hore admits when asked about representing Canada at WorldSkills this year. “It’s so hard to believe, but it does feel pretty amazing to be considered the top apprentice in the country and to

Duane Wilson, Tyler Hore and Jason Cumby, Refinish Team Leader at Cascade Collision ~ CSN.

be representing Canada like this.” Working under Duane Wilson at Cascade Collision ~ CSN in Hinton, Alberta, Hore feels that he has “come a long way, but I still have lots of learning to do and lots of fine-tuning of my own skills to do too.” “Tyler’s always had a good attitude and he picks things up quickly,” Wilson says. “That kind of person goes hand in hand with the team environment of our shop, which allows our ap-

prentices to be more advanced than apprentices in other programs and to work side-by-side with each other. We grow our own technicians by getting apprentices that have no experience, but as long as they have a good attitude and eagerness to learn, we want them. These apprentices turn out to be more advanced than other apprentices at other shops, just like Tyler.” On his goals for the future, Tyler concludes, “I hope to keep pursuing this career. I’ve come a long way, and I couldn’t have asked for anything better – a better place, better shop, better people, all the knowledge that I’ve gained … it’s been amazing.”

Okanagan launches streamlined tech program Collision repair training is getting an overhaul at Okanagan College in British Columbia. The goal is to offer a much more complex program for students, right from the start. The new Collision Repair Technician Certificate program comes in response to pressures being exerted on the industry, said John Haller, Dean of Trades and Apprenticeship for Okanagan College. “Employers are reluctant to hire entry level employees because they find it difficult to release them later for the two additional five-week apprenticeship training sessions,” he said. The result is that now all three levels of apprenticeship training take place over a continuous 41-week period. The college has also added more depth to the program. “We call it front-loading,” Haller said. “The aim is to train-up the students at this entry level so that they’re better equipped to deal with the current job demands.” The new program is slated to start Sept. 6. For more information, contact Okanagan College at 1-877-755-2266 ext. 5457. 10 collision Repair collisionrepairmag.com

CREATING TOGETHER

Behind A Great Team Stands A Great Paint Brand

George Langhorn, Paintshop Manager McLaren Racing, and his team behind the MP4-23 as used by Lewis Hamilton to win the 2008 FIA Formula 1™ Drivers’ World Championship.

From the moment Sikkens got the call from the Vodafone McLaren Mercedes team, the race was on. The challenge: Create a technologically advanced paint for the McLaren Formula 1™ cars. To get there, we pushed all boundaries for ultra-lightness, aerodynamics, performance, and sustainability. Inspired by one of the world’s great racing teams, we achieved the goal by creating a spectacular new finish... in record time. Along the way we built an alliance of winners... connecting McLaren, Sikkens and our valued global body shop partners. Join the alliance by visiting us on the web at www.sikkenscr.com.

news

Pre-apprentices gain valuable info at MAACO, Brimell Group By Mike Davey

The AYCE preapprenticeship students holding the certificates they received. Also shown is AYCE program coordinator Marc Tremblay (left).

The enthusiasm of youth was on display recently at Maaco Systems Canada in Milton, Ontario and at Brimell Group’s Paint & Collision Center ~ CSN in Toronto. The events involved 15 pre-apprentices learning more about the industry that they will soon enter. The events were organized by AYCE Employment Services, a division of Tropicana Community Services. Marc Tremblay is the co-ordinator of the Autobody and Collision Damage Repairer Pre-apprenticeship Program for AYCE. “The students here have already been through the filter of a registration fair we ran and interviews we did with them to make sure they’re serious about a career in the collision repair industry,” said Tremblay. The registration fair is the first hurdle. At the Maaco event, prospective apprentices heard from representatives of the MTCU on autobody apprenticeships, listened to presentations from representatives of Maaco and Carstar and received information from previous graduates of the program, giving them an in-depth view of what life is really like in the collision repair industry. The afternoon portion of the registration fair was dedicated to interviews with different people from the industry to test if the prospective apprentices would be a good fit in the col-

lision repair industry. AYCE would like to thank the City of Toronto for helping to promote the registration fair. Part of the purpose of the pre-apprenticeship program is to give the students more information about the processess and terminology used in the collision repair industry, giving them a head start when they start their apprenticeship. Brimell Group donated the space for training during the six week preemployment and academic portion. “The first six weeks of the program are devoted to pre-employment training, the idea being to completely expose them to the industry,” said Tremblay. “After this part of the program is done, students will attend 12 weeks at Centennial College. After the students graduate, the next step is a career fair. A number of collision repair facilities will be there to sign them as full apprentices if they turn out to be a good fit.” Tremblay gives a lot of credit to industry partners for helping to make the program a success, noting that the partnership built between Maaco and AYCE helped lead to a successful event. “We owe a debt of thanks to everyone at Maaco, but Wayne James in particular put in a lot of hard work. The dedication he showed in working with our pre-apprenticeship stu-

12 collision Repair collisionrepairmag.com

dents was amazing. The students are on an emotional high right now from their day at Maaco,” says Tremblay. “They’re recharged and ready to go. It’s a huge help to these kids that all of these companies are willing to donate time and energy to this.” Students received practical, hands-on information on breathing masks and safety from 3M’s Paul Birchall. Bruce Redwood and Jim Owens of Sherwin-Williams presented on the last 100 years of automotive paint, both OE and in the refinish setting. Their presentation gave dramatic proof that although the industry has always changed and advanced, the pace of advancement is definitely accelerating. A quick break for lunch followed the classroom portion of the day. The lunch was cooked by Gary Dohring, President of Maaco Systems Canada. It was a rare opportunity for pre-apprenticeship students to meet and ask questions regarding his background and growth within the industry. It provided them with further insight and understanding of the opportunities the collision repair industry has to offer. After lunch, the students suited up and got to try their hand at the practical side of painting panels. Each student received a certificate of achievement at the end of the day.

news

AYCE and Maaco Systems Canada would like to thank 3M, Canadian Autobody Sales & Marketing, Sherwin-Williams and Caruk &

Flavio Battilana addressing AYCE pre-apprentices.

Associates for their help with the event. The event at Brimell Group’s Paint & Collision Center ~ CSN took a different tack, concentrating on career planning and how to build relationships. “Don’t go looking for a job. Look for an opportunity.” That was one of the pieces of advice that Flavio Battilana gave to the class of pre-apprenticeship students during his presentation. Battilana is the Chief Operating Officer of CSN Collision & Glass. Battilana spoke on the importance of career preparation and planning for those who seek success in the collision repair field. This is an area where he is amply qualified. Battilana started in the industry as a detailer, eventually working his way up to head one the country’s largest repair networks. He later expanded on the theme of jobs vs. opportunities by noting that students

should look for positions where they will be a good fit. When you go for a job interview, treat it as a life opportunity. Interview them as much as they’re interviewing you. “A word of warning: the industry is going through some dramatic shifts,” Battilana told the assembled students, referencing increased uses of formerly exotic materials, the ever-increasing role computers play in the automobile itself and recent experiments with driverless cars. Battilana doled out a lot of practical advice, of the type that typically cannot be found in a classroom. “Sometimes getting in trouble is part of your development. You learn more from your failures than from your successes,” said Battilana. Regarding partnerships, he said, “What would you do if you found a purse with $1000 in it? Make sure your partners would answer the question the same way.” The students in the pre-apprenticeship program held up their end, seizing the opportunity to ask a number of insightful questions. One question, “What was your biggest failure?” lead to a reinforcement of something Battilana had already noted: figure out who you really are. “My biggest failure, and I still grapple with it today, is that I would try to be who other people wanted me to be,” said Battilana. “When you figure out who you really are, you will find more success and have more fun. The sooner you find out who you are and what’s important to you, the more sense life will make.” Good advice for anyone, no matter what stage of life they’re at. For more information on the AYCE pre-apprenticeship autobody repair program, please visit ayce.on.ca.

“Our Focus is Spray Booth Filters!”

• • • •

Pit Filters Ceiling Filters Door Filters Intake Filters

We stock filters for 100s of makes and models of spray booths! Call For your FilTer quoTe!

www.servairfilters.com Call Toll Free: (866) 402-1221

3M’s Paul Birchall demonstrates respirators to a pre-apprentice at the Maaco/AYCE event.

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

36 Armstrong Ave., Georgetown, ON L7G 4R9

july 2012 collision Repair 13

Confidence.

Trust.

Integrity.

CSN Collision & Glass Celebrates 10 Years in Collision Repair! Make the right decision â&#x20AC;&#x201C; 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 proud to be celebrating a decade of dedication to the collision repair industry. CSN is committed to building stronger relationships Network-wide with all industry stakeholders in order to continue to exceed customer expectations. CSN is dedicated to deliver on this promise today and moving forward.

To learn more about CSN Collision & Glass, visit us at www.csninc.ca

news

Man convicted of recruiting in staged collision ring By Lucy Mazzucco Uthayakanthan Thirunavukkarasu.

A man has been convinced of recruiting accomplices for over 12 staged collisions in the Toronto area. Uthayakanthan Thirunavukkarasu has been sentenced to three and a half years in prison and ordered to pay back $375,000. Thirunavukkarasu pled guilty for holding offences to a criminal organization of staged

collision rings known across the Greater Toronto Area as Project 92. For this crime, he was said to have recruited over 40 people whom he instructed to stage collisions and claim property damage and injuries with several insurance companies. In total, Thirunavukkarasu was guilty of 17 different charges for his role in 12 individual staged collisions. In total, this landed him about $1.2 million. Along with this, he was guilty of hosting the crime, having disregarded his cause for harm and fraud charges. Overall, Project 92 was discovered to have staged over 50 collisions, involving insurance payouts of undisclosed sums. Up until now, 22 people have been convicted and almost 300 criminal charges have been made and Thirunavukkarasu has been the 29th person who was convicted during the investigation and the second person who has been convicted for organizing criminal offences. “Staged collisions draw innocent drivers into dangerous situations,” said Rick Dubin, Vice President of Investigative Services at Insurance Bureau of Canada. “It’s a safety and security issue and we need to strike hard at the core of this practice and eliminate it.”

Aftermarket lighting company fined $1.5 Million The Competition Bureau has announced that Maxzone Auto Parts (Canada) Corp. had pled guilty for its role in an international cartel involving the sale of aftermarket replacement automotive lights. The company has been fined $1.5 million. Following a Competition Bureau investigation, Maxzone Canada admitted to implementing an agreement with competitors to set the price of aftermarket replacement lights in Canada from January 2004 to September 2008. Maxzone is also named as one of the defendants in a class action law suit initiated in London, Ontario in June 2009 that seeks damages.

16 collision Repair collisionrepairmag.com

news

enviro survey shows better than expected results During the fall of 2011, the Ontario Ministry of Environment conducted a survey of autobody, collision repair and auto refinish facilities to determine their environmental practices and their level of understanding and knowledge of environmental regulations. 338 responses were received prior to March 31, 2012. Of the shops surveyed, 92 percent advised they were painting parts or complete vehicles in their booth, with 66 percent of the respondents identifying only one booth in use, and 90 percent of all shops were aware that an environmental approval was required for their shop, but only 67 percent actually possessed that approval. With 29 percent of shops in multi-tenanted buildings, all shops were asked about the paints they use. Only 53 percent advised

waterbased, with a further 41 percent using a mixture of solvent and waterbased products. Five percent of the shops continued to use only solvent-based paint products. Shops had an over 90 percent compliance rating on handling hazardous wastes through a waste management company. “The survey shows that Ontario auto refinish shops are taking their compliance

emissions issues seriously and addressing them better than many other industry sectors. Shops should be congratulated for their efforts,” says John Norris of the Ontario collision industry trade association CIIA. Further assistance for shops to meet or exceed compliance requirements is available at autobodyhelp.ca or by calling 1-866-309-4272.

Air Speed Frequency drive Direct fire gas burner Heating recuperator Smart cure

New simplified CHEMtrac reporting process Facing a July 3 deadline to report many of their emissions, auto body shops in Toronto can now breathe easier and use the CIIA’s CHEMtrac simplified process. Instead of multiple different spreadsheets and determining emissions from painting, welding, sanding, heating in the booth and solvent use, the simplified association program asks just two questions on paint use and heating costs. “Shops felt the reporting was too onerous and many were confused with a significant number deciding not to report, which would generate a fine,” says John Norris of the collision industry trade association, CIIA. “This new simplified process that we have adopted working with CHEMtrac, will save many shops the headaches of reporting a complex series of emissions at the shop, letting the association handle that work.” The association was worried when they saw private consultants demanding $2000 or more to do the shop’s work, and decided to find an easier way to help shops with this work and to meet the filing deadline. Member shops can have reporting handled by the association for $300 with a surcharge to non-members. As the deadline is July 3, the assocation urges all shops, member or not, to contact the association for help as soon as they can to arrange for the completion of their report. Please contact info@ciia. com or 1-866-309-4272 for assistance.

New technological power. BLOWPOWER. Blowtherm, innovative system optimises the already remarkable performances of the most famous and appreciated spray booths in the world. An added value for the most careful and demanding spray booth operator.

Energy saving Reduced environmental impact Shorter operating cycles Exceptional results Higher profits Tomorrow technology, today. REFINISHING PLANTS FOR THE MODERN BODY SHOP

TSSA Certified Contractor Flat Line Spraybooth Specialists Inc. t: 905.475.5600 f: 905.475.5605 250 Shields Court, Markham, ON

www.flatlinessi.com

july 2012 collision Repair 17

news

IBIS 2012: Building relationships and how kpis can mislead The latest edition of the International Bodyshop Industry Symposium (IBIS) saw 371 delegates from around the world gather in Barcelona for a three-day global summit on the hottest industry topics. Collision Repair magazine is the exclusive Canadian Publisher Partner for IBIS. After reflecting on the previous “IBIS year” – which included a successful central and eastern European regional IBIS in Warsaw, Poland in February – David Lingham, conference director, welcomed delegates to the twelfth IBIS event.

George Avery of State Farm was one of the speakers at IBIS 2012 in Barcelona, Spain.

18 collision Repair collisionrepairmag.com

The theme was winning relationships, pulling together the two-day conference program of interactive presentations, interviews and head-to-head sessions. Forging lasting, meaningful and mutually profitable relationships was top of the agenda this year, as was avoiding divorce both of which everyone agreed made financial sense. Kicking off day one was keynote speaker, Kelly McDonald, president of McDonald Marketing, who spoke about achieving winning relationships. Kelly’s overview of the “dramatic changes in the way we do business,” included insights into doing business in the ‘relationship era’ where connections to brands and companies is key to success. Make note of Kelly’s eight characteristics of winning relationships: “authenticity, value alignment, collaboration, trust, responsibility, focus, nurturing and profitability.” “Businesses need to earn trust,” said Kelly, “and employees are ambassadors of trust. It’s created between people, not companies.” Clearly a massive draw for this year’s 371 IBIS delegates was what Kelly referred to as “high level networking, or schmoozing.” Next up was Andrew Marsh from Auto Industry Consulting to provide a technical perspective and futurologist-style insight into our industry over the next 10 years. Marsh’s presentation included mega cities, the anti-car youth and the growing need to get new car design and development on the roads much quicker than ever before. His message to IBIS delegates was “build for a global market,” illustrated by examples of working alliances between Renault/ Nissan, Fiat/Chrysler and Ford/Volvo, plus a heads-up on Volkswagen’s accident repair-friendly MQB platform. “Collaboration is the future,” said Marsh. “There’s an opportunity for bodyshops to acquire other businesses, especially electronic companies. Are you ready?” he asked. Global success on a local level: a session by Aidan Quinn, Chartis (part of AIG) and Stuart McClean from claims provider, MIS, highlighted the relationship between global insurer – Chartis – and MIS based in Ireland. Local issues were discussed, such as working with claims in Northern Ireland the Republic of Ireland (who knew the rules were so massively different) show local knowledge is key to Chartis’ commercial success in markets such as Ireland. “At Chartis we take relationships seriously, we consider how we interact with partners, how we collect and absorb data and, most importantly, we need to remember it’s a relationship - a two-way street,” said Quinn. Day two started with Dutch double act and what was probably the funniest and most “out of the box” presentation of IBIS from Felix Tenniglo (InShared) and Cees Klaassen (ABS). For the final session of IBIS 2012, George Avery of State Farm welcomed one of his repairers, Mike LeVasseur from Keenan Auto Body, for a highly honest overview of insurer/ repairer relations. LeVasseur is just one of State Farm’s 1,003 approved repairers, yet his influence and feedback is clearly valued. Attendees took home two key messages from this presentation. First, KPIs are misleading when taken in isolation. Second, the most important thing to do in any business relationship is to listen. For more on IBIS 2012, please visit ibisworldwide.com.

The Beauty of Technology ADVANCED AQUABASE

Precise color accuracy. Excellent process performance. Environmentally progressive.

P L U S W AT E R B O R N E B A S E C O AT

news

CSN expands in new brunswick, ontario As CSN Collision & Glass continues to expand throughout Canada, the network welcomes two new CSN Members within the province of New Brunswick: Ultra Auto Repair ~ CSN and Toner GMC Collision ~ CSN. For nearly 35 years, Ultra Auto Repair ~ CSN has been servicing the Beresford, New Brunswick area with quality collision repairs and a dedication to exceeding their expectations when it comes to customer service. From Beresford to Tracadie-Sheila, a current CSN Member has decided to open a third location. Owners of Toner Pontiac Buick ~ CSN of Grand Falls and G&M Chev Olds ~ CSN of Edmunston, New Brunswick has opened the doors of its third collision repair facility: Toner GMC Collision ~ CSN. In January of this year, these dealership owners purchased the Tracadie-Sheila location and were eager to provide the region’s customers with the same great service and quality collision repairs offered by their primary location. CSN Collision & Glass also welcomes its newest member in the Greater Toronto Area: Brimell Group Collision ~ CSN located at 5050 Sheppard East in Scarborough. In 1972, this collision repair facility began as a small 1500 sq. ft. extension of the Brimell Toyota service department. In 2000, plans to move Brimell Toyota and the collision repair business to its new home at 5060 Sheppard East where the bodyshop would have its own building in the same complex were underway. So began its life as an “all makes shop,” independent from the dealership. The new Brimell Group Paint and Collision Center (TBGPCC) opened in September 2002. In 2010, a multimillion dollar expansion saw the building grow to the current 18,000 square foot operation it is today featuring all the latest in repair technology. Around the same

For Spraybake OEM parts service and technical support,

Call 1-866-325-2886

20 collision Repair collisionrepairmag.com

time, paint and collision veteran Richard Marsh was brought on board to take the operation to the next level. Now, Brimell Group Collision ~ CSN is a total one stop shop for their clients. Most recently, they have launched Rapid Repair lanes for same day service. For more information on CSN, please visit csninc.ca

Brimell Group Collision ~ CSN is the latest facility to join the CSN Collision & Glass network.

Boyd group acquires shops in Florida and Maryland The Boyd Group has announced the launch of a collision repair centre in Orlando, Florida which commenced operations on May 30, 2012 as well as the acquisition of another new location in Jessup, Maryland on May 25, 2012. Both repair centres will operate under the Gerber Collision & Glass trade name. This brings the total number of U.S. locations in operation to 141 with two additional locations acquired, soon to be in operation. The new Orlando repair centre, originally acquired on March 22, 2012 and previously known as Leading Edge Collision, is approximately 10,000 sq. ft. in size, with 6,500 sq. ft. of production space. Florida is a market the Boyd Group first entered in January, and this latest centre bolsters the number to nine locations. The new Jessup repair centre is the Boyd Group’s eighth in Maryland. The facility was previously known as ACI Auto Collision and is approximately 13,000 sq. ft. in size, of which 11,000 sq. ft. is production space. The Jessup center will help to bridge the territory between the Boyd Group’s Laurel and Dundalk repair centres. “With the opening of these two repair centres, we continue to strengthen our presence in Florida and Maryland, and execute our growth strategy in North America,” said Tim O’Day, President and COO of the Boyd Group’s U.S. operations. “In addition to these two new openings, we recently closed our Redmond, Washington location and opened a new Redmond location with expanded repair capacity to enhance our ability to serve customers in this market.” The Boyd Group is continuously looking to add new collision repair locations to its existing network. Interested collision repair centre owners are asked to contact Kim Allen at 847410-6003 or via email to kallen@gerbercollision.com for more information.

Embrace Simplicity. Excel in Color. Demand Value. When you choose the Wanda complete refinish system, you enjoy three solid advantages. The first is simplicity. Wanda’s uncomplicated approach dramatically streamlines your day-to-day operation. The second is color. Wanda’s advanced “right-the-first-time” system eliminates costly mistakes in color matching and retrieval. And the third is value. Wanda is priced to keep your shop competitive, while still delivering quality. And now with the addition of our all new Wanda Waterbase system, the Wanda 3-point advantage makes more sense than ever. Simplicity. Color. Value. Expect the best of all three with Wanda.

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

SPRAY-LINING The alternative to all high-cost, complex lining

high-quality spray coating that protects equipment and floors! Surpasses RHINO & LINE-X grade materials for half the price! FULL CONTROL over dry time, texture, colour and Crystal Clarity! MORE PROFIT with less investment! UNLIMITED MARKETS, JOBS and APPLICATIONS! VOTED #1 DEALERSHIP SERVICES BY SEMA & NACE! • Highest available specifications: tensile, adhesion, elasticity and flex • Competitors won’t match our quality, product features or mil height • Guns and equipment included: new, rebuilt or loaners • Job distributor packages Multiple Jobs • 24/7/365 real support Handle multiple • 100% back warranty large scale jobs of all shapes and sizes.

$400 - $5600

DIY

Do it yourself: all truck beds, trailers, boats, and more. under $1/sq. ft. @ 100 mm

877-891-8741 Call us today for your custom package!

Get professional grade equipment for the lowest price! Spray Hopper Gun $80.95

Backpack LP Sprayer $1,130.00

Graco E-10 $11,999.00

Dealerships Become a dealer with on-site support and no franchise fees. $2300 - $42,000

Highest Quality, Strongest Promotion, Lowest Cost!

SPRAY-LINING www.spray-lining.com

info4@spray-lining.com

A N D C O AT I N G S

Upgrade your technology toolbox. Hollander’s cutting-edge technology solutions can help you sell more parts to more people with less effort.

Powerlink ®

EDEN

Manage inventory and keep your parts moving.

Get connected to the largest nationwide parts network.

A fully integrated solution that grows with your business.

Let Hollander bring buyers to your inventory.

• Flexible Order Process

• EDEN Online

• Dismantling Worksheets

• EDEN Exchange

• Custom Images

• EDEN Real Steel

• EDEN Hosted Images

• Automated Parts Grading • Bulk Part Maintenance • Proscanner Bar Code • Automated Pricing

• Unlimited Part Searches • Images available with Locates and Exchanges • Powerlink Data Backup • RAS Buying Partnership

• Vehicle Profitability • Training and Support

• EDEN Direct Hit • EDEN Review • Training and Support

Production Manager TM

Get unparalleled control over every step of the production cycle. Boost productivity, improve customer service, and save money. • Manage resources efficiently with complete traceability • Make any YMS more productive

e-Link

Expose your inventory to millions of new customers. Take advantage of our exclusive eBay solution. • Increased sales with unlimited parts listed online • Increased profits with no-fee listing • Expanded customer base

• Real time status updates and alerts result in higher CSI scores

• Automated parts listing

• Get control over yard production – no lost orders, parts or customers

• Integrated order management

• Simplify part locating and extend your trading community

• Automated inventory management

800-825-0644 | www.hollandersolutions.com KEEPING ALL YOUR PARTS MOVING

profiles of success

Icing The

on the

Cake By Mélanie Grondin

For Francois Bonneville, there’s no such thing as an unimportant detail.

july 2012 collision Repair 25

profiles of success

ccording to François Bonneville, owner of Bonneville Speed Buffing in St. BrigidD’Iberville, Quebec, shops that don’t offer auto detailing are like restaurants that don’t offer desserts.

his technical assistant during the training sessions and the manager of the centre’s detailing shop. Bonneville Speed Buffing is unique. Not only does Bonneville offer training, but he also offers room and board and enter-

pectations. It’s the secret of my success.” He eventually learned the technique from companies selling chemical products, but he knew they were there to sell. After a summer spent earning some $800 a week, Bonneville needed to stop

tainment for the whole three days that the technical training lasts. “We have a fivestar house with eight bedrooms, a living room, a dining room . . . students can choose from 16 menus prepared by a caterer. It is truly an all-inclusive.” A pioneer in the field of training, Bonneville was passionate about auto detailing ever since he was a teenager. At seventeen, he started washing cars in his parents’ garage. His clients were quickly satisfied and asked for more than a simple car wash or vacuuming, but Bonneville didn’t know what to do. He may have had all the passion in the world; he didn’t have the technique required to meet his clients’ needs. “Now,” he says, “I always exceed my clients’ ex-

his activities come winter. That’s when he realized that it was a very lucrative, but seasonal, business. “It must be said that auto detailing is an excellent source of additional income. It works very well in an existing company, like a shop that already offers paint services.” The following summer, Bonneville started up again, but that winter, he decided to learn English in California, where it’s summer all year long and where auto detailing is very advanced. Back in Quebec, his head full of ideas, he started selling chemical products to dealerships and collision repair shops. “It really helped me out,” he recalls, “as it enabled me to meet many people who had excellent tips.”

Bonneville Speed Buffing is nothing if not picturesque. We would expect nothing less from a business that focuses on getting the best possible appearance. ABOVE, RIGHT : Some of the staff of Bonneville Speed Buffing, from left: Jessica Mailloux, assistant in the garage; Francois Bonneville; Hélène Verreault, Business Development and Carole Laroche, Administrative Associate. RIGHT : From interior decor to tile flooring, the interior of Bonneville Speed Buffing is impeccable. FAR RIGHT : Students come from all over. Bonneville Speed Buffing provides lodging for them at their own private facility.

Though he admits that there is a shortage of detailing technicians, Bonneville maintains that it’s an essential service. That’s where his business comes in. Since 1994 Bonneville has owned an auto detailing training centre where he teaches both technique and marketing to students from all over Canada as well as Morocco and Senegal. “My clients are not only dealers and shops, but also people starting their own business, people who are retired or in early retirement who want to have fun at the end of their careers. I have fifteen-year-olds and seventy-yearolds.” There are a lot of women too. “More and more women are attracted by this career. I train a woman almost every week.” He mentions, for example, Jessica Mailloux,

26 collision Repair collisionrepairmag.com

profiles of success

At 22, Bonneville added another feather in his cap and became in charge of the detailing department at Spinelli Toyota in Pointe-Claire, Quebec. As manager, he discovered the secret to selling detailing services, which enabled his new depart-

garage. “People often tell us that it’s worthy of a television show,” he laughs. Not only has he improved his training centre and the student lodgings, but he has also developed new services. Bonneville Speed Buffing now has its own detailing

valued.” Furthermore, Bonneville believes that the profession does not have enough visibility, which is why there is a shortage of technicians. “I want people to know about this profession. Every garage should have a detailing department.” Most garages

shop, open Monday to Friday, and managed by Jessica Mailloux; two consultants offering onsite follow-up; and, as of this year, micro franchises. “For example,” he explains, “a high-volume dealership wants to make his department profitable, but he doesn’t want to use his own employees. He calls us, we sign an agreement, and we find a team of sub-contractors for him. They will manage the detailing department at his place and we split the profits.” For Bonneville, auto detailing is work that must be valued and perceived as a profession. “Too many people make it a second-class career. They don’t have the necessary equipment or tools, they don’t have training, and technicians don’t feel

have a beautiful showroom and shop, but the detailing service, strangely enough, is not as aesthetically pleasing. Bonneville Speed Buffing is certified by Emploi Québec by virtue of Bill 90 and it participates in the Quebec grant program that enables Quebec businesses to get back up to half of training fees. But Bonneville insists in saying that a training session at his centre is a unique experience: “It’s a complete and unforgettable experience. There’s a kind of magic throughout the three days, regardless of the group. I can’t explain it; you have to be there.” For a taste of the magic, Bonneville invites everybody to view the videos available on his website at formationesthetiqueauto.com. CRM

Detailing is an excellent source of additional income. It works very well in an existing company. - Francois Bonneville

ment to make $25,000 per month. “It is important to note that the expected profits were of 70 percent” he explains. These are the selling secrets that Bonneville unveils during his marketing training. In 1994, Bonneville decided to leave Spinelli Toyota to start his training centre. Eighteen years later, the business is still growing. At first, he only offered technical and marketing training, and students shared a small room in his own house and his wife made all the meals. “It was very warm and family-oriented,” he remembers. “But in 2006 we needed to expand; we needed to take a risk.” Bonneville improved his facilities, went from two to three detailing bays and set up a high-tech

july 2012 collision Repair 27

women of the industry

Miles to Go By Raisha Karnani

Women have come a long way in the collision repair industry. Is it far enough?

he collision repair industry is one that is constantly expanding, from advertising strategies to the actual process of repair. What started out as a male-dominated field has quickly become an equal opportunity workplace for men and women, and women have proven that they can play the game just as well as men can. With the establishment of the Women’s Industry Network (WIN), women are able to aid each other in increasing their roles in the collision repair industry while improving the industry simultaneously. Five of the women who have become collision repair powerhouses in their own right – Sharon Wells of Collision Clinic in St Johns, Newfoundland; Joy Skinner of Industrial Park Collision ~ CSN in Orillia, Ontario; Michelle Rolls of Queensway Fix Auto in Prince George, British Columbia; Lisa Mercanti-Ladd of Carstar Automotive Canada in Hamilton, Ontario and Kim Roberts of Fix Auto Barrie in Barrie, Ontario have spent years in the collision repair industry and, in honour of our tenth anniversary, we look at their points of view on the changing roles of women in the industry. july 2012 collision Repair 29

women of the industry

6 5

10 11

7 9

11 13 15

12 14

20 19

Here are some of the exceptional women who have graced the pages of our Women in the Industry feature during its run. They are presented in the order of publication. Please be advised that the company affiliation’s given were those at the time of publication and may not reflect current employment. 1 Susie DeSantis Quinte Bumper and Fender Vol. 2 Issue 6 2 Debbie Tomyn, Gail Campbell & Chelsea Stebner Parr Auto Body Vol. 2 Issue 7 3 Bertha Bertrand Vol. 3 Issue 1

4 Wanda Martens Pro Collision Carstar Vol. 3 Issue 2

10 Penny Nichols Graf Auto Centre Vol 4. Issue 5

5 Joy Skinner Industrial Park Collision ~ CSN Vol. 3 Issue 3/ Vol 7. Issue 1

11 Manon Duplantie Fix Auto Canada Vol 4. Issue 6/ Vol 9. Issue 4

6 Rosanna Armata Vol 3. Issue 4

11 Cheryl Cotton-Schmidt Nutana Carstar, Saskatoon Carstar Vol 4. Issue 6

7 Colleen McKenzie Vol 3. Issue 5 8 Sharon Wells The Collision Clinic ~ CSN Vol 3. Issue 6 9 Mary Jo Scavone Antica Auto Body Vol 4. Issue 3

30 collision Repair collisionrepairmag.com

11 Carolle Larose CSMO Vol 4. Issue 6 12 Charlene Klyne Maaco Regina Vol. 5 Issue 2 13 Mina Bajric FineLine Collision ~ CSN Vol. 5 Issue 3

14 Tracey Blouin Vol 5. Issue 4 15 Mary Chiummiento Super Carstar Collision Vol 5. Issue 5 16 Lianne Perissinotti Vol. 5 Issue 6 17 Maria (Micky) Pozsgai Sherwin-Williams Vol 6. Issue 2 18 Alexandra Haerter Eurotech Spray Products Vol 6. Issue 1 19 Gina Lovato Robert Slessor Pontiac Buick Vol 6, Issue 3

women of the industry

25 28

32 35

34 41

39 38

20 Erin Carroll Maaco Vol 6. Issue 4

26 Gloria Mann Collision Repair Magazine Vol 7. Issue 5

32 Michelle Rolls Queensway Fix Auto Vol 8. Issue 5/Vol. 10 Issue 4

38 Mandie Steen Champlain Auto Body ~ CSN Vol 9. Issue 6

21 Jessica Leclerc Budd’s Collision Services Vol 6. Issue 5

27 Caroline Lacasse Franke’s Volvo and Mercedes Vol 7. Issue 6

33 Brigitte Strachan Collex Collision Vol 8, Issue 6

39 Carole Pichette Autos Martel and Héroux Inc. Vol 10. Issue 1

22 Carly Walkden Concours Collision Centre ~ CSN Vol 6. Issue 6

28 Rose-May Sarkis Sarkis Collision Center ~ CSN Vol 8. Issue 1

34 Mary Monardo Montreal Fine Cars Vol 9, Issue 1

40 Shellie Andrews Dana’s Collision Center ~ CSN Vol 10. Issue 2

23 Athena Hilts Fix Auto Ontario Vol 7. Issue 2

29 Kim Roberts Fix Auto Barrie North Vol 8. Issue 2

35 Anite Zeitler Crawford Appraisal Management Vol 9. Issue 2

41 Jenn Cowe Fix Auto Norfolk County Vol 10. Issue 3

24 Jan Batovanja Cascade Collision ~ CSN Vol 7. Issue 3

30 Michelle Dupuis Harold’s Auto Body Vol 8. Issue 3

36 Lisa Mercanti-Ladd Carstar Automotive Canada Vol 9. Issue 3

42 Kate Tapley Nick and Dan’s Collision Vol 10. Issue 5

25 Cheryl Cotton-Schmidt Nutana Carstar, Saskatoon Carstar Vol 7. Issue 4

31 Adele Griffin Zenetec Collision Centre ~ CSN Vol 8. Issue 4

37 Felicia Bruni Bruni Auto Repair Vol 9. Issue 5

43 Ellen Paquette Carrosserie Demers ~ CSN Vol 10. Issue 6

july 2012 collision Repair 31

women of the industry

On beginning in the industry…

Kim Roberts understands that fixing a car is now a customer experience and thinks that an emotional aspect to the work only betters that experience.

Michelle Rolls believes that having the right attitude is the key to succeeding at any job for men and women.

Lisa Mercanti-Ladd feels that the younger employees and potential employees bring different perspectives that promote gender equality in the industry.

Joy Skinner: It’s not about putting aside gender differences, but understanding that those differences can bring advantages.

“It was a challenge,” Sharon Wells remembers. “Not because it was gender related, but because it was an opportunity. Admittedly, a lot of males at the time were not happy that I was offered the General Manager position, because I’d previously done the financial side, but I still needed to at least understand the technical side enough to know what I was talking about with the customers.” To her, that was a valid point, and she took that into account, leading her to take courses offered at various universities and schools in Canada and the U.S. to learn about the technical side of collision repair. “I had to get over the fact that it wasn’t a big boy’s industry,” Michelle Rolls says. “It was a matter of actually doing it and having fun with it. It doesn’t matter if you’re a man or a woman, as long as you have the right attitude.” “You need to work hard,” Lisa Mercanti-Ladd agrees. “But you also have to stretch yourself. Your fears are only six inches deep, and it’s always hard at first when you start, but when you try new things and push yourself, things become much easier and you become a stronger person.” The Canadian Automotive Institute at Georgian College in Barrie was Kim Roberts’ inspiration to join the family business. “After I saw the Autoshow they held, I switched programs the following year to get into the industry. I was intrigued, and it was a challenge when I saw how male-dominated it was.”

“Women want to see other women succeed. having a mentor is extremely important.”

On dealing with certain kinds of customers…

“I believe that if you give respect, you get respect,” Joy Skinner says. “There should be a distinction between men and women because we are different, and we learn, understand and act differently. However, everyone is equal and women are just as capable as men.” Rolls explains how she spends “a few minutes with the customers” and goes through everything that the customer wants to talk about with regards to their vehicle. Wells does the same thing in order to prove to the customer that in spite of being a woman, she definitely knows what she is talking about. “I’m a little bit stubborn,” she laughs. “I would make a person ask me the question, even if they wanted to talk to a man. ‘Try me,’ I tell them. Most of the questions turn out not to even be technical.” Mercanti-Ladd agrees. “As a woman, you have to be strong in this business to get respect and to be able to connect with our employees and our customers.”

On the Women’s Industry Network (WIN)…

Sharon Wells saw the General Manager position at Collision Clinic ~ CSN as an opportunity that gender had little to do with.

industry is about,” Roberts also says. “I think it’s fabulous for its aid in giving us and our companies recognition in a constantly expanding industry.” Wells says. “Especially being involved in giving out scholarships to people who might need them,” she adds. Skinner agrees that WIN has been extremely helpful in all these ways and will continue to do so, but also adds “everyone’s ideas should be used collectively. Not just women on their own. To have a group of women in this business that you can turn to is amazing,” Mercanti-Ladd says. “Women want to see other women succeed and having a mentor that you can talk to about their experiences is extremely important.” “The industry can only get better,” Wells finishes. “As long as we have groups like WIN to help us.”

“It’s a wonderful idea,” Roberts says. “I think it gives us a different form to exchange and obtain information with each other as women.” Rolls explains when asked how she felt the establishment of WIN helped women in the collision repair industry over the last 10 years. “It’s a great resource for women to see what the

32 collision Repair collisionrepairmag.com

On how the industry has changed over the last ten years…

“There’s more of an emotional side to the industry now. It’s not just about fixing a car anymore; it’s a customer experience. Almost like a mothering effect, and it rubs off on the men too,” Roberts laughs. “Even though we’ve come a long way,” Skinner acknowledges. “We still have a ways to go from the technical side. We’ve had to make good use of computer programs and use technology to communicate with our employees and co-workers on a daily basis. We’ve had to work a whole lot smarter and a whole lot harder. These days, it’s more difficult to make money and so we can’t afford to make mistakes.” Rolls also supports “keeping up with the newest technology.” “The industry is modernizing,” Mercanti-Ladd adds. “Having new, fresh perspectives from the younger, newer employees allow us to connect with both genders. More and more women are taking on leadership roles and thus equalizing the status of both men and women. I believe that if this continues, we have a bright future ahead of us in the collision repair industry.” CRM

Meet Navigator™, the industry’s newest color matching tool. It’s the culmination of putting ourselves in your shoes and asking, “How can my job be made easier and more accurate?” What we came up with is a new generation of tool that is setting the standard for confidently selecting and matching color in any situation.

Features more than 5100 popular domestic and import colors.

Sprayed in actual Pro-Spray paint and arranged in chromatic order.

Matched in Pro-Spray H2O Waterborne and Solventborne colors.

Combine the Navigator™ with over 282,000 formulas in the included Pro-Spray PaintXpert™ software and you’ve got a powerful set of tools to work with.

Navigator™ by

For more information: NavigatorColor.com

AUTOMOTIVE

FINISHES

Fix Auto celebrates its 20th Anniversary By Mike Davey

ow do you tell the difference

There were no collision repair facilities signed

across the nation. Ask any of the network

between a bad idea and a good

up to the network, no insurance partners and

members who have joined recently and they

one? Itâ&#x20AC;&#x2122;s very simple. Good

no deals with suppliers. Fast forward two de-

will undoubtedly give you many reasons for

ideas stand the test of time. By

cades and things have changed considerably.

why they joined Fix Auto.

that metric, the founding of the Fix Auto net-

There are Fix Auto locations across Canada

However, there are some who saw the po-

work was a very good idea.

and the network has expanded to the United

tential of the Fix Auto network 20 years ago.

Now celebrating its 20th anniversary, the Fix

States, France and the United Kingdom.

Among collision repairers, suppliers and in-

Auto network started as a vision and a business

The network is well-known to insurers and

surers, there were a few who recognized value

plan put together by some dedicated people.

a recently confirmed supplier deal with UAP

in the fledgling network. A decision to hitch

Go back 20 years and thatâ&#x20AC;&#x2122;s what you find.

promises to streamline materials acquisition

their wagon to this rising star has paid off.

Business plans and a vision for the Fix Auto network are drawn up by Jean Delisle and partners. The network was still unnamed at this point.

1991

The first collision repair facilities sign to the Fix Auto network. These founding facilities were all in Quebec.

Desjardins General Insurance and Union Canadienne become the first insurance companies to partner with the fledgling network.

1992

Entrepreneurial Vision

Go back 20 years and … there were no collision repair facilities signed up, no insurance partners and no deals with suppliers. Fast forward two decades and things have changed considerably. Gilles Derico manages business relation-

of our industry,” says Vincent.

Fix Auto celebrates 20 years at national convention

jectives. Our motivation and drive is now to

ships for Desjardins General Insurance, one

Those are very good reasons to sign up, but

stay focused on our objectives. If this formula

of the very first insurance companies to

why has Rene Vincent resolutely remained a

worked for the last 20 years, Fix Auto and

partner with Fix Auto. Derico was working as

member of Fix Auto all this time?

its strategic partners will succeed in the next

an adjuster at the time, but he remembers

“We chose to remain with the Fix Auto

what it was about the Fix Auto concept that

network because head office knew how to

It was a very powerful message then, and it

Desjardins found attractive.

innovate, helping us and our business be

still is today. As long as the organization holds

The 2012 Fix Auto Convention drew hundreds of attendees from all over the country.

20 years.”

“What they proposed when management

more efficient and productive,” says Vincent.

true to the values and vision of its founding,

met with them was brand new at the time,”

“Their hard work and interpersonal skills

we have no doubt that Fix Auto will keep

says Derico. “They focused on franchisees of-

have helped them achieve their initial set ob-

growing for the next 20 years.

Jean Lapointe of Fix Auto Blainville and Patrick Quinn of the David Suzuki Foundation.

A few members of the Fix Auto team with keynote speaker Mark Thompson (centre).

Chris Tuma of Economical leaves his mark.

Manon Duplantie, President of Fix Auto Canada. Fix Auto Canada invited partners and members to personalize three canvases to showcase the theme of the conference, “To Each His Own Art.”

fering a measured and structured approach. Desjardins was starting to grow at the time, Manon Duplantie and Steve Leal, President and COO of Fix Auto Canada.

and in some ways the two companies have followed the same path of growth.” There are certainly advantages to getting in

Scott Noseworthy and Aaron Brown of Fix Auto Ottawa Innes.

Cheryl and Gus Stavropoulos of Fix Auto Yorkdale.

Team members and franchisees of Fix Auto Ontario.

on the ground floor when it comes to insurer and supplier partners. But what about repair

Entrepreneurs need vision, but that isn’t enough.

and the courage to see it through demon-

facilities? For those early shops, there must

They need the courage to follow that vision.

have been something that convinced them to

Courage, vision and leadership were all on display

take the gamble.

align closely with my own,” says Stavropoulos.

rience has shown him what the industry is like

ance spoke on Net Promoter Score (NPS),

tional Circus School. In addition to great

strate leadership and make their own future.

The convention kicked off Wednesday af-

in Ottawa, but the Fix Auto Convention gave

a method of measuring levels of customer

food, those in attendance were treated to

This was a theme repeated frequently at the

ternoon with opening remarks by Manon

him the opportunity to expand his horizons.

service. After the break, Patrick Quinn of the

a number of different live entertainers, including musicians, singers and acrobats.

at the 2012 Fix Auto Convention. The convention

2012 Fix Auto Convention. It was referred to

Duplantie, President of Fix Auto Canada, fol-

“I have more understanding now of how

David Suzuki Foundation spoke on the topic

Rene Vincent is the owner/operator of Fix

took place in Montreal, Quebec from May 9 to 11.

throughout the presentations and panel discus-

lowed by Robert Gappa who spoke on the

things work across Canada,” says Nose-

of sustainability in the collision repair industry,

The awards portion of the evening fo-

Auto Varennes in Varennes, Quebec. Vincent

This was a landmark conference for the network

sions, as well as during numerous conversations

franchise model and what it can accomplish.

worthy. His facility joined the Fix Auto network

and Gabriel Gelinas spoke on the future of the

cused on the contributions of partners over

was one of the very first to sign up with Fix

as they celebrate 20 years in business.

during coffee breaks and social events.

The first day ended with a horse drawn car-

about eight months ago. “It’s incredible to

automobile. Gelinas noted that increasingly

the last 20 years. It’s impossible to over-

Auto, and it’s a relationship that has carried

As Steve Leal, COO Fix Auto Canada, said

Gus Stavropoulos is the owner/operator

riage ride that took attendees on a scenic ride

see the progress we’ve made in the last eight

rigorous emissions standards will continue

state the importance of these partners. It’s

during his remarks at the gala dinner event

of Fix Auto Yorkdale in Toronto. It was his

through old Montreal to the welcome recep-

months. They give us the tools we need to

to drive innovation in automotive design, in-

not surprising that an insurer would feel

“We chose Fix Auto because we wanted to

during the convention, a true vision is more

first time attending a Fix Auto Convention.

tion at Scena, located on the waterfront.

meet high goals and even do better.”

cluding the use of “exotic” materials on more

confident dealing with Fix Auto today. With

help change the body shop world and increase

than having goals. “It’s the difference be-

“It was amazing. I really got a sense of being

Scott Noseworthy is the Business Develop-

Day two began with an official welcome

and more mass-market vehicles.

shops right across the country, not to men-

tween saying what the future may be and

part of something much bigger than myself. I’m

ment Manager for Fix Auto Ottawa Innes, and

from Manon Duplantie and Steve Leal. Up

The day ended with the official gala

tion locations in the U.S. and overseas, Fix

what the future will be.” Those with vision

part of an organization whose goals and vision

he’s also an I-CAR instructor. He says his expe-

next, Suzanne Michaud of Industrielle Alli-

dinner event, held at TOHU Montreal’s Na-

Auto brings some obvious advantages to

Streamline Collision Centres of B.C. joined the Fix Auto organization. Martin Von Holst was named as General Manager of Fix Auto British Columbia.

Fix Auto Ontario acquires the franchise rights to Atlantic Canada. Paul, Mark and Martin Weeks rebrand their PEI collision facility as Fix Auto Central PEI, becoming the first Fix Auto franchisees in the region.

on to this day.

the cooperation and relations with insurance companies while projecting a positive image

Fix Auto USA was founded by Erick and Shelly Bickett.

1997

Fix Auto took the time to acknowledge the contributions of many people who believed in the network in its early years. From left: Guy Bessette, Willem Groen in’t Woud, Jean Delisle, Sophie Bourdon, Jocelyn Daniel, Josée Denoncourt, Germain Laframboise, George Salsa, Mario Paquin, Carlos Salsa, Luc Filion, Sylvie Paquin, René Vincent, Manon Duplantie and Gabriel Gélinas.

Fix Auto Ontario founded.

2002

Fix Auto Ontario is purchased by Steve Leal, owner of a Fix Auto franchise in Cambridge, Ontario.

Fix Auto UK founded.

2005

Fix Auto UK has grown to the point where it is the third largest network in the United Kingdom, just two years after being founded.

2007

2008

The entire Fix Auto network moved to one technology platform, Mitchell RepairCenter, to help streamline operations.

Manon Duplantie becomes President of Fix Auto Canada.

2010

Entrepreneurial Vision

of our industry,” says Vincent.

Fix Auto celebrates 20 years at national convention

jectives. Our motivation and drive is now to

ships for Desjardins General Insurance, one

Those are very good reasons to sign up, but

stay focused on our objectives. If this formula

of the very first insurance companies to

why has Rene Vincent resolutely remained a

worked for the last 20 years, Fix Auto and

partner with Fix Auto. Derico was working as

member of Fix Auto all this time?

its strategic partners will succeed in the next

an adjuster at the time, but he remembers

“We chose to remain with the Fix Auto

what it was about the Fix Auto concept that

network because head office knew how to

It was a very powerful message then, and it

Desjardins found attractive.

innovate, helping us and our business be

still is today. As long as the organization holds

The 2012 Fix Auto Convention drew hundreds of attendees from all over the country.

20 years.”

“What they proposed when management

more efficient and productive,” says Vincent.

true to the values and vision of its founding,

met with them was brand new at the time,”

“Their hard work and interpersonal skills

we have no doubt that Fix Auto will keep

says Derico. “They focused on franchisees of-

have helped them achieve their initial set ob-

growing for the next 20 years.

Jean Lapointe of Fix Auto Blainville and Patrick Quinn of the David Suzuki Foundation.

A few members of the Fix Auto team with keynote speaker Mark Thompson (centre).

Chris Tuma of Economical leaves his mark.

Manon Duplantie, President of Fix Auto Canada. Fix Auto Canada invited partners and members to personalize three canvases to showcase the theme of the conference, “To Each His Own Art.”

fering a measured and structured approach. Desjardins was starting to grow at the time, Manon Duplantie and Steve Leal, President and COO of Fix Auto Canada.

and in some ways the two companies have followed the same path of growth.” There are certainly advantages to getting in

Scott Noseworthy and Aaron Brown of Fix Auto Ottawa Innes.

Cheryl and Gus Stavropoulos of Fix Auto Yorkdale.

Team members and franchisees of Fix Auto Ontario.

on the ground floor when it comes to insurer and supplier partners. But what about repair

Entrepreneurs need vision, but that isn’t enough.

and the courage to see it through demon-

facilities? For those early shops, there must

They need the courage to follow that vision.

have been something that convinced them to

Courage, vision and leadership were all on display

take the gamble.

align closely with my own,” says Stavropoulos.

rience has shown him what the industry is like

ance spoke on Net Promoter Score (NPS),

tional Circus School. In addition to great

strate leadership and make their own future.

The convention kicked off Wednesday af-

in Ottawa, but the Fix Auto Convention gave

a method of measuring levels of customer

food, those in attendance were treated to

This was a theme repeated frequently at the

ternoon with opening remarks by Manon

him the opportunity to expand his horizons.

service. After the break, Patrick Quinn of the

a number of different live entertainers, including musicians, singers and acrobats.

at the 2012 Fix Auto Convention. The convention

2012 Fix Auto Convention. It was referred to

Duplantie, President of Fix Auto Canada, fol-

“I have more understanding now of how

David Suzuki Foundation spoke on the topic

Rene Vincent is the owner/operator of Fix

took place in Montreal, Quebec from May 9 to 11.

throughout the presentations and panel discus-

lowed by Robert Gappa who spoke on the

things work across Canada,” says Nose-

of sustainability in the collision repair industry,

The awards portion of the evening fo-

Auto Varennes in Varennes, Quebec. Vincent

This was a landmark conference for the network

sions, as well as during numerous conversations

franchise model and what it can accomplish.

worthy. His facility joined the Fix Auto network

and Gabriel Gelinas spoke on the future of the

cused on the contributions of partners over

was one of the very first to sign up with Fix

as they celebrate 20 years in business.

during coffee breaks and social events.

The first day ended with a horse drawn car-

about eight months ago. “It’s incredible to

automobile. Gelinas noted that increasingly

the last 20 years. It’s impossible to over-

Auto, and it’s a relationship that has carried

As Steve Leal, COO Fix Auto Canada, said

Gus Stavropoulos is the owner/operator

riage ride that took attendees on a scenic ride

see the progress we’ve made in the last eight

rigorous emissions standards will continue

state the importance of these partners. It’s

during his remarks at the gala dinner event

of Fix Auto Yorkdale in Toronto. It was his

through old Montreal to the welcome recep-

months. They give us the tools we need to

to drive innovation in automotive design, in-

not surprising that an insurer would feel

“We chose Fix Auto because we wanted to

during the convention, a true vision is more

first time attending a Fix Auto Convention.

tion at Scena, located on the waterfront.

meet high goals and even do better.”

cluding the use of “exotic” materials on more

confident dealing with Fix Auto today. With

help change the body shop world and increase

than having goals. “It’s the difference be-

“It was amazing. I really got a sense of being

Scott Noseworthy is the Business Develop-

Day two began with an official welcome

and more mass-market vehicles.

shops right across the country, not to men-

tween saying what the future may be and

part of something much bigger than myself. I’m

ment Manager for Fix Auto Ottawa Innes, and

from Manon Duplantie and Steve Leal. Up

The day ended with the official gala

tion locations in the U.S. and overseas, Fix

what the future will be.” Those with vision

part of an organization whose goals and vision

he’s also an I-CAR instructor. He says his expe-

next, Suzanne Michaud of Industrielle Alli-

dinner event, held at TOHU Montreal’s Na-

Auto brings some obvious advantages to

Streamline Collision Centres of B.C. joined the Fix Auto organization. Martin Von Holst was named as General Manager of Fix Auto British Columbia.

on to this day.

the cooperation and relations with insurance companies while projecting a positive image

Fix Auto USA was founded by Erick and Shelly Bickett.

1997

Fix Auto Ontario founded.

2002

Fix Auto Ontario is purchased by Steve Leal, owner of a Fix Auto franchise in Cambridge, Ontario.

Fix Auto UK founded.

2005

Fix Auto UK has grown to the point where it is the third largest network in the United Kingdom, just two years after being founded.

2007

2008

The entire Fix Auto network moved to one technology platform, Mitchell RepairCenter, to help streamline operations.

Manon Duplantie becomes President of Fix Auto Canada.

2010

Entrepreneurial Vision

of our industry,” says Vincent.

Fix Auto celebrates 20 years at national convention

jectives. Our motivation and drive is now to

ships for Desjardins General Insurance, one

Those are very good reasons to sign up, but

stay focused on our objectives. If this formula

of the very first insurance companies to

why has Rene Vincent resolutely remained a

worked for the last 20 years, Fix Auto and

partner with Fix Auto. Derico was working as

member of Fix Auto all this time?

its strategic partners will succeed in the next

an adjuster at the time, but he remembers

“We chose to remain with the Fix Auto

what it was about the Fix Auto concept that

network because head office knew how to

It was a very powerful message then, and it

Desjardins found attractive.

innovate, helping us and our business be

still is today. As long as the organization holds

The 2012 Fix Auto Convention drew hundreds of attendees from all over the country.

20 years.”

“What they proposed when management

more efficient and productive,” says Vincent.

true to the values and vision of its founding,

met with them was brand new at the time,”

“Their hard work and interpersonal skills

we have no doubt that Fix Auto will keep

says Derico. “They focused on franchisees of-

have helped them achieve their initial set ob-

growing for the next 20 years.

Jean Lapointe of Fix Auto Blainville and Patrick Quinn of the David Suzuki Foundation.

A few members of the Fix Auto team with keynote speaker Mark Thompson (centre).

Chris Tuma of Economical leaves his mark.

Manon Duplantie, President of Fix Auto Canada. Fix Auto Canada invited partners and members to personalize three canvases to showcase the theme of the conference, “To Each His Own Art.”

fering a measured and structured approach. Desjardins was starting to grow at the time, Manon Duplantie and Steve Leal, President and COO of Fix Auto Canada.

and in some ways the two companies have followed the same path of growth.” There are certainly advantages to getting in

Scott Noseworthy and Aaron Brown of Fix Auto Ottawa Innes.

Cheryl and Gus Stavropoulos of Fix Auto Yorkdale.

Team members and franchisees of Fix Auto Ontario.

on the ground floor when it comes to insurer and supplier partners. But what about repair

Entrepreneurs need vision, but that isn’t enough.

and the courage to see it through demon-

facilities? For those early shops, there must

They need the courage to follow that vision.

have been something that convinced them to

Courage, vision and leadership were all on display

take the gamble.

align closely with my own,” says Stavropoulos.

rience has shown him what the industry is like

ance spoke on Net Promoter Score (NPS),

tional Circus School. In addition to great

strate leadership and make their own future.

The convention kicked off Wednesday af-

in Ottawa, but the Fix Auto Convention gave

a method of measuring levels of customer

food, those in attendance were treated to

This was a theme repeated frequently at the

ternoon with opening remarks by Manon

him the opportunity to expand his horizons.

service. After the break, Patrick Quinn of the

a number of different live entertainers, including musicians, singers and acrobats.

at the 2012 Fix Auto Convention. The convention

2012 Fix Auto Convention. It was referred to

Duplantie, President of Fix Auto Canada, fol-

“I have more understanding now of how

David Suzuki Foundation spoke on the topic

Rene Vincent is the owner/operator of Fix

took place in Montreal, Quebec from May 9 to 11.

throughout the presentations and panel discus-

lowed by Robert Gappa who spoke on the

things work across Canada,” says Nose-

of sustainability in the collision repair industry,

The awards portion of the evening fo-

Auto Varennes in Varennes, Quebec. Vincent

This was a landmark conference for the network

sions, as well as during numerous conversations

franchise model and what it can accomplish.

worthy. His facility joined the Fix Auto network

and Gabriel Gelinas spoke on the future of the

cused on the contributions of partners over

was one of the very first to sign up with Fix

as they celebrate 20 years in business.

during coffee breaks and social events.

The first day ended with a horse drawn car-

about eight months ago. “It’s incredible to

automobile. Gelinas noted that increasingly

the last 20 years. It’s impossible to over-

Auto, and it’s a relationship that has carried

As Steve Leal, COO Fix Auto Canada, said

Gus Stavropoulos is the owner/operator

riage ride that took attendees on a scenic ride

see the progress we’ve made in the last eight

rigorous emissions standards will continue

state the importance of these partners. It’s

during his remarks at the gala dinner event

of Fix Auto Yorkdale in Toronto. It was his

through old Montreal to the welcome recep-

months. They give us the tools we need to

to drive innovation in automotive design, in-

not surprising that an insurer would feel

“We chose Fix Auto because we wanted to

during the convention, a true vision is more

first time attending a Fix Auto Convention.

tion at Scena, located on the waterfront.

meet high goals and even do better.”

cluding the use of “exotic” materials on more

confident dealing with Fix Auto today. With

help change the body shop world and increase

than having goals. “It’s the difference be-

“It was amazing. I really got a sense of being

Scott Noseworthy is the Business Develop-

Day two began with an official welcome

and more mass-market vehicles.

shops right across the country, not to men-

tween saying what the future may be and

part of something much bigger than myself. I’m

ment Manager for Fix Auto Ottawa Innes, and

from Manon Duplantie and Steve Leal. Up

The day ended with the official gala

tion locations in the U.S. and overseas, Fix

what the future will be.” Those with vision

part of an organization whose goals and vision

he’s also an I-CAR instructor. He says his expe-

next, Suzanne Michaud of Industrielle Alli-

dinner event, held at TOHU Montreal’s Na-

Auto brings some obvious advantages to

Streamline Collision Centres of B.C. joined the Fix Auto organization. Martin Von Holst was named as General Manager of Fix Auto British Columbia.

on to this day.

the cooperation and relations with insurance companies while projecting a positive image

Fix Auto USA was founded by Erick and Shelly Bickett.

1997

Fix Auto Ontario founded.

2002

Fix Auto Ontario is purchased by Steve Leal, owner of a Fix Auto franchise in Cambridge, Ontario.

Fix Auto UK founded.

2005

Fix Auto UK has grown to the point where it is the third largest network in the United Kingdom, just two years after being founded.

2007

2008

The entire Fix Auto network moved to one technology platform, Mitchell RepairCenter, to help streamline operations.

Manon Duplantie becomes President of Fix Auto Canada.

2010

HOW TO CHOOSE

Those with vision and the courage to see it through demonstrate leadership and make their own future.

network ? Mike Kaplaniak of Fix Auto tries to sink a putt at the BMC Auto Parts booth.

Sam Scarpelli of Fix Auto Weston and Stu Klein of Fix Auto Ontario.

Ready to depart for the welcome reception on the first night of the convention. Attendees were ferried through old Montreal via horse-drawn carriage.

insurers and other industry partners.

Doug and Kim Roberts of Fix Auto Barrie. Kim was recently named to AkzoNobel’s Most Influential Women list.

Don and Sharon Richard of Fix Auto Milton.

attend this and similar conferences.

Manon Duplantie and Steve Leal presented

It wasn’t always that way, though. Fix

“It’s definitely a learning experience,”

concluding remarks, followed by motiva-

Auto took the time to honour those partners

says O’Neil. “For me, the highlights were

tional speaker Mark Thompson. For at least

who believed in the network from the very

probably getting to meet a lot of insurance

one repairer, convention organizers had truly

beginning, when all it had going for it was

representatives and hearing their side, and

saved the best for last.

vision and the courage to see it through.

discussions with other shop owners about

“The vision of what could be wouldn’t have

the issues we all face.”

been enough on its own,” said Steve Leal. “It took partners who believed in that vision too.”

“I was very impressed with all the speakers,” says Dave Miller. Miller operates six Fix Auto

The final day of the convention kicked off

locations in B.C. “But the high point for me

with a presentation by Bob Kirstiuk of Ad-

was the speech from Mark Thompson. That was incredible and inspirational.”

Tyler O’Neil is the manager of Fix Auto St.

vantage. Kirstiuk, one of the original network

John’s. Part of the new generation of col-

partners honoured at the gala, spoke on his

lision repair professionals, O’Neil wouldn’t

history of partnering with the network.

hesitate in recommending that others

Two insurer panels followed after Kirstiuk.

yOur

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

Network image

Customer service

Freedom of action

Member selection

Commitment

Training and support

Relations with insurers

Marketing

The 2013 Fix Auto Conference will take place in London, U.K. For more information on Fix Auto, please visit fixauto.com.

10 Innovation and technology

total per Network / 100

Fix Auto Ontario acquires the franchise rights to the province of Alberta. The first shops to join the network are Fix Auto Lethbridge and Fix Auto Edmonton West.

2010

An agreement between Fix Auto Canada and UAP is announced. Under the deal, UAP will be the exclusive paint products supplier for more than 200 Fix Auto shops across Canada. DuPont will be the exclusive paint products manufacturer associated with this agreement.

2012

Any network thAt scores lower thAn 75 points will not live up to your expectAtions.

HOW TO CHOOSE

Those with vision and the courage to see it through demonstrate leadership and make their own future.

network ? Mike Kaplaniak of Fix Auto tries to sink a putt at the BMC Auto Parts booth.

Sam Scarpelli of Fix Auto Weston and Stu Klein of Fix Auto Ontario.

Ready to depart for the welcome reception on the first night of the convention. Attendees were ferried through old Montreal via horse-drawn carriage.

insurers and other industry partners.

Doug and Kim Roberts of Fix Auto Barrie. Kim was recently named to AkzoNobel’s Most Influential Women list.

Don and Sharon Richard of Fix Auto Milton.

attend this and similar conferences.

Manon Duplantie and Steve Leal presented

It wasn’t always that way, though. Fix

“It’s definitely a learning experience,”

concluding remarks, followed by motiva-

Auto took the time to honour those partners

says O’Neil. “For me, the highlights were

tional speaker Mark Thompson. For at least

who believed in the network from the very

probably getting to meet a lot of insurance

one repairer, convention organizers had truly

beginning, when all it had going for it was

representatives and hearing their side, and

saved the best for last.

vision and the courage to see it through.

discussions with other shop owners about

“The vision of what could be wouldn’t have

the issues we all face.”

been enough on its own,” said Steve Leal. “It took partners who believed in that vision too.”

“I was very impressed with all the speakers,” says Dave Miller. Miller operates six Fix Auto

The final day of the convention kicked off

locations in B.C. “But the high point for me

with a presentation by Bob Kirstiuk of Ad-

was the speech from Mark Thompson. That was incredible and inspirational.”

Tyler O’Neil is the manager of Fix Auto St.

vantage. Kirstiuk, one of the original network

John’s. Part of the new generation of col-

partners honoured at the gala, spoke on his

lision repair professionals, O’Neil wouldn’t

history of partnering with the network.

hesitate in recommending that others

Two insurer panels followed after Kirstiuk.

yOur

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

Network image

Customer service

Freedom of action

Member selection

Commitment

Training and support

Relations with insurers

Marketing

The 2013 Fix Auto Conference will take place in London, U.K. For more information on Fix Auto, please visit fixauto.com.

10 Innovation and technology

total per Network / 100

Fix Auto Ontario acquires the franchise rights to the province of Alberta. The first shops to join the network are Fix Auto Lethbridge and Fix Auto Edmonton West.

2010

2012

Any network thAt scores lower thAn 75 points will not live up to your expectAtions.

ASRW is the industry’s leading resource for comprehensive knowledge, networking & trends. With something for everyone, it’s the only place where automotive service & repair professionals will find everything they need to accomplish their business goals for the next year: 200+ hours of education, opportunities to meet with the brightest minds and a wide array of products/ services – all while enjoying life in the Big Easy. We provide the resources. You decide where they will take you in the next year.

RouLeR! L aissez Les Bons Temps Exhibits: October 11–13 Conference: October 10–13 Morial Convention Center New Orleans, LA USA Held During:

Co-located with:

trends

They influence the collision industry in unexpected ways. statistically insignificant 2,300 jobs, pushing unemployment to 7.6 percent. In February, Canada’s economy failed to generate new jobs but the unemployment rate nonetheless dipped to 7.4 percent from 7.6 percent as nearly 40,000 people dropped out of the work force. The net job losses in the month totaled 2,800 compared with the consensus forecast for gains of 14,500. The well-paid public sector lost 13,400 jobs in the month while private sector payrolls shrank by 1,700 positions. The crucial young people jobless rate hit 14.7 percent in February 2012, amid five straight months of employment declines. The youth participation rate has tumbled to a 16-month low and is approaching 1995 levels. That’s in part because older workers are staying on the job. Many are delaying retirement, which means fewer new jobs are opening up. Canada’s participation rate fell to 66.5

percent in February 2012, the lowest since April 2002. However, there is a modicum of relatively good news on the horizon: Instead of the 10,500 jobs that were expected, March produced the highest jump in more than three years by creating 82,300 new jobs. That’s almost 8-times greater than the forecast, and the unemployment rate (at the time of this writing) now stands at 7.2 percent. Canada has the best two-month jobs gain in 30 years, the 58,200 new jobs in April, and combined with March’s 82,300 jobs number, the 140,500 total is the best two-month employment performance since 1981. But analysts were quick to point out that if things seem too good to be true, they usually are. Some saw the two-month spurt as catch-up for what had been six months of almost no growth in employment, when averaged out. july 2012 collision Repair 37

Photo courtesy of ©iStockphoto.com/Niko Guido

nemployment means less people com mut i ng to work, which means fewer kilometres driven, and less likelihood to be involved in an accident, usually a definite bad sign for the collision industry. In 2011, the Canadian economy added 199,000 jobs, for a gain of only 1.2 percent. The job creation dynamic is rapidly changing, but almost all came in Q1 and Q2. The economy added just 7,000 new jobs in the last six months of the year and lost 55,000 in the Q4. Manufacturing sector alone has lost 50,000 good-paying jobs. According to StatCan, the low-paying services sector of the economy was responsible for almost all the job gains. About 35 percent of Canadians expect employment to worsen this year, compared with only 25 percent a year ago. By January 2012, employment increased by a

By Michael Pistol

trends

However, if you look back at September 2011 and April 2011 (both times after months of job losses), the labour market added 61,000 jobs and 58,000 jobs respectfully. This has been a pattern since the market-crash in 2008 (a few months of decline or little growth, followed by stronger months). Add in involuntary part-timers and those who have a job, and the true unemployment rate for March is more than 12 percent and the total number of unemployed at over two million people. In essence, we’re back to square one: Less people commuting to work, which means less km driven, therefore, less likelihood to be involved in an accident. So, this is a pretty good sign for the Canadian collision industry: That means that commuters are to hold on more to their existing vehicles. The latest data for new vehicle sales confirms the overall trend: After the double-digit gains (15.4 percent and 11.2 percent) in the first two months of the year, the total vehicle sales in March rose only 2.8 percent over last year, signaling a considerable slowing down of new vehicle selling in Canada. By April it turned negative (-1.4 percent). This sales dynamic matches almost perfectly my prediction for the entire 2012 (Q1 gains, the rest of the year in the dumpsters). It’s not hard to see why: 60 percent plan to delay a new car purchase, down from 64 percent in last year’s survey. According to a recent sur vey f rom PricewaterhouseCoopers, Canadians are cracking down on household debt, with 63 percent planning to put off big-ticket purchases

such as new cars and houses this year. Fuel prices didn’t help that either: In Toronto, for example, prices averaged $1.39 a litre and in Montreal $1.47. Should prices spike to $1.70 a litre (watch Iran/U.S./Israel), the economic fallout will be more noticeable, and drive up unemployment. However, regarding oil, relief is underway, mostly due to the situation in Europe, China and the U.S. Europe: There are fears the euro crisis could flare up again (age of austerity). Unemployment in the 17-nation Eurozone rose to 10.8 percent. Joblessness in the euro zone reached its highest in almost 15 years in February, with more than 17 million people out of work. Across the 27-nation EU there is some 24.5 million unemployed people, and Europe faces the prospect of mass civil unrest possibly even revolution. The question is now, who is going to ignite Europe’s fire? Greece exiting the Eurozone, perhaps… China: Industrial production (IP) growth dropped sharply to 9.3 percent year over year in April from (consensus 12.2 percent) 11.9 percent in March. To compound issues, in May 2012, the annualized growth rate has slowed to just 7.4 percent. Anything about 7 percent would constitute a hard landing, with great consequences for the world’s economy, and by extension, Canada’s economy. Also, remember that China’s ruling Communist Party is seriously considering a delay in its upcoming fiveyear congress. As the party struggles to finalize a once-in-a-decade leadership change scheduled for September or Oc-

Employment and Unemployment Rates (Canada, seasonally adjusted) 17,600

Employment (thousands)

9.0

17,400

8.5

17,200

8.0

17,000

7.5

16,800

7.0

16,600

Unemployment Rate (%)

6.5

2009

2010

2011

38 collision Repair collisionrepairmag.com

2009

2010

2011

tober, there is a possibility to wait even between November and January, as to accommodate all 11 rival fractions. This is another ominous sign for the world’s second largest economy after the USA. U.S.: There are also signs the U.S. recovery may have hit another wall, annualized pace of 2.2 percent figure is down from 3 percent in the prior quarter and below the 2.6 percent estimate. A build up in inventories helped drive the expansion at the end of 2011, accounting for more than half of the overall growth for the fourth qua r ter. The yea r-to-yea r economic changes in Europe so strongly influenced the U.S. economy that another U.S. recession is highly probable, either this year or next. Also, remember that major leading indicators in the U.S. dipped recently. The IMF agrees: It has warned that Europe, China and the U.S. have entered a “dangerous new phase” and are at risk of falling back into recession unless lawmakers act quickly. Fat chance on that! As Canada exports about 70 percent to the U.S., any slowing down of economic activity South of the border, will have, undoubtedly, a huge inf luence over the Canadian unemployment numbers.

Conclusions and Trends

Given the current world’s economic conditions (China, Europe and the U.S.), unpredictability is more than assured. This economic unpredictability, in essence, is bound to affect the Canadian economy and the unemployment overall. Also, watch the Canadian new vehicles sales dynamic: If it goes negative again for the next several moths, it will confirm the trend that the Canadian consumers will hold on their vehicles much longer than usual. This would be good news for the Canadian collision industry, as consumers will try to maintain their vehicles indefinitely. Here are a few of the employment/unemployment trends that may affect the Canadian collision industry. Relocation: Finance Minister Jim Flaherty is suggesting sweeping reforms that could include requiring EI recipients to take low-level jobs outside their skills and work experience. This is a concept to reimburse moving expenses for unemployed people who have moved and found a permanent job in another region. If approved, it would have a negative effect, as people will not be able to afford cars (transit?) or will avoid cars altogether.

trends

Demography: Population growth has been slowing and will slow further as a result of decades of low fertility rates. The labour force is projected to increase by 1.7 million in the next decade, to 19.6 million by 2017 from 17.9 million in 2017. But, this increase of 0.9 percent per year, on average, represents half of the growth rate (1.8 percent) observed between 1998 and 2007. Although in the longer term it would be a benefit, for here and now, it would be highly detrimental for the industry, as older people tend not to buy cars any longer. Alberta and Saskatchewan: Some business groups have complained they are experiencing labour shortages in some parts of the country, particularly Alberta and Saskatchewan, where the jobless rate is about two percentage points below the national average. Alberta and Saskatchewan are the places to expand your network, at least in the short term. Immigration: The number of new immigrants joining Canada’s labour force will be much smaller, representing 1.0 million entrants for the next several years. This is a bad/good news situation.

Unemployment Rate (by province)

CHANGE FROM JANUARY 0.2%

FEBRUARY, 2012 CANADA

7.4%

Nlfd./Lab.

12.9%

P.E.I.

10.8%

N.S.

10.1%

Que.

8.4%

Ont. Man.

7.6%

5.0%

Alta.

5.0%

B.C.

0.0% 0.5% 0.0% 0.1%

6.9%

Bad: New immigrants tend to buy lower value vehicles. Good: For most immigrants, a vehicle is a status symbol, therefore they tend to take good care of it.

Final Word

0.6%

0.2%

5.6%

Sask.

1.4% 0.2%

8.2%

N.B.

0.6%

It may appear that the Canadian collision industry is heading for tougher times ahead. But the opposite is true: Due to this economic

0.0%

unpredictability, consumers will hold more than usual on to their vehicles, therefore taking more care of them. Paint job, anyone? CRM Michael Pistol is a graduate of Polytechnic Institute in automotive engineering, and the founder and publisher of TJAA, Canada’s automotive magazine. He is also the founder of Red Code automotive conferences and TJAA Automotive Analytics Group.

july 2012 collision Repair 39

MANAGEMENT

Selling to Employees Weigh all the pros and cons before making a decision. By Lloyd Manning

or many collision repair shop owners the enthusiasm that propelled them is not what it once was. Age takes its toll. Perhaps it is time to move on, sell out and gallop off into the sunset. However, that creates a problem. Finding a buyer who is ready, willing and has the wherewithal to do so is seldom easy. Obtaining what could be considered as a fair price with equitable terms could prove still more difficult. One of the options is to sell the shop to your employees. These would be the more experienced personnel, those competent and capable. Not all of the staff will want in on the deal, and there should be no thought of selling to some. Others may not be wanted in, certainly not in any managerial capacity. In these situations it is common for a seller to express concern that he/she may not obtain a fair price. On the other hand employees may think that as they have been in your employment for a considerable time and have materially contributed to your

good fortune they should get the business at less than market value and with more charitable terms. Whether you accede to this is a matter of personal choice. There are no hard and fast rules that apply to all situations. Everything depends on how you structure the deal. You are not Santa Claus and had you not treated your staff fairly in the first place they would not have remained.

Three Options

When selling to your employees as a group you can: • Sell for all cash. Financing will be arranged by the purchasers. Nice, but seldom possible. • Provide seller financing, opting for a time payment plan of some type. This could involve taking security on both the tangible and intangible assets, which is why you want a down payment for at least one half of the purchase price. If financing part of the sale, ensure that you get at least this

40 collision Repair collisionrepairmag.com

amount. If it’s too easy to get into, it will be equally easy to walk away. • Sell to a team leader, the one most qualified and perhaps most anxious, who will in turn divvy up the shop among other participants. This person will become the general manager. You negotiate only with this person who in turn negotiates for all of the others. If you try to deal with the group as a whole you will never make it.

First Step

Ensure that the following criteria can be met. • No single employee wants to buy 100 percent of your collision shop, but some are interested in acquiring a piece of the action and they have organized into a buying group. • You have conducted an honest appraisal of the buying group, their individual capabilities and what each will contribute, particularly the capability of the one who will subsequently become the

MANAGEMENT

general manager. If you fail in this, one or more of the proposed new owners will take the scheme apart. • You have allowed the employees adequate time to decide. Not all will grab up this opportunity on Day One. • The employees to whom you sell have a clear picture of what they will gain by being a part owner. • You must have a clear picture of the procedure and the time frame over which this could come about. • You have developed a clear cut exit strategy for yourself. • You have taken the time and made the effort to determine the most efficient way to accomplish the sale. • The method by which you will get paid is clearly laid out. Ensure that the buying group will have the ability to make any payments if buying on a deferred payment scheme. If your payout is to be based on the future success of the business ensure it can be successful. If you sell a dead business don’t expect to get paid for it, because you won’t! The Employee Stock Option Plan, which is becoming more common in mid-sized to larger companies, has been recently receiving a lot of press. As popular as the scheme may be to divvy up a company among its employees it is not common with collision repair facilities. Still, that does not mean that it will not work and should not be considered. In some instances, particularly with a larger facility, it could be a good alternative to attempting a direct sale to a key employee, merging or selling to an outsider. An ESOP is essentially an employee benefit plan that makes the shop’s employees owners of the issued capital stock of the company. However, although having many benefits there are also limitations, all of which should be thoroughly investigated prior to setting out on this path. The two most common uses for an ESOP are to acquire the stock of a departing owner or if remaining as an extra employee benefit or incentive plan. Many closely held companies have no plan or an incomplete plan for business continuance after the exit of the owner-

manager. Some of the smaller and medium size shops are merged with others or simply disappear. There are tax advantages to be had in selling to an ESOP, whereas an outright sale would involve tax on ordinary income and capital gain at full rates. It is my understanding that with an

There are no hard and fast rules. Everything depends on how you structure the deal. ESOP much of this tax can be deferred or avoided. However, it is not the intent of this writer to discuss the tax benefit accruable with an ESOP. All matters concerning income tax should be investigated with your accountant or tax lawyer. Bear in mind that the setting up of an ESOP could be a long and arduous process that can be complex and expensive. It is important to evaluate and determine that this is a workable selling plan. Establishing an ESOP will require you to work with a consultant who specializes in this form of employee takeover.

The Bottom Line

Selling to your employees is a difficult and time consuming endeavor. You have been there for some time and undoubtedly have a sentimental attachment. As this brings up a host of challenges it is never too soon to start planning your exit process. It’s easy to defer doing this, particularly if retirement is some years away. Remember that the day will come when it will be necessary for you to make your exit, prepared or not. Selling to your employees is one of the options available. Accordingly, to ensure a well coordinated departure it is necessary to develop an exit strategy. The sooner you start the better. CRM

Lloyd Manning is a semi-retired commercial real estate and business appraiser and financial analyst. He has written six business books and numerous business articles. His latest book Winning With Commercial Real Estate – The Ins and Outs of Making Money In Investment Properties is available online from Booklocker Inc. or from Chapters-Indigo. He can be reached at lloydmann@shaw.ca.

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

july 2012 collision Repair 41

marketing

http://www.collisionrepairshop.com

Collision Repair Shop ABOUT

HOME

(416) 555-5555

LOCATION

SERVICES

Home l About l Services l Location l Contact

CONTACT

Collision Repair Shop

2012

Danny Sanchez explains how online marketing is a key to success.

hen Google changed it s f or m at , D a n ny Sanchez saw an opportunity for his b u s i n e s s’ s u c c e s s . Sanchez is the President of Autoshop Solutions, a company that offers website design and Internet marketing services to automotive repair, collision, remanufacturers and automotive companies all over the USA. Sanchez has been in the automotive industry for twenty-five years and attained a degree in computer science, so when the opportunity to merge both fields by entering into the world of online marketing arose, Sanchez seized it eagerly.

Online marketing is a widening field that has become nothing short of commonplace today, making up one of four main uses for the Internet, including selling, communication and research. It’s a normal day at the office to give the company website a daily or weekly look-over to update it for company news and articles. These days, when a company has a very well organized website that is not only easy to navigate but also enjoyable to be on, the company can be a very successful one. In this way, company websites have become the new first impressions – it takes no more or less than eight seconds on a company website for a potential customer

42 collision Repair collisionrepairmag.com

to determine whether or not they want to utilize your company above any other. Sanchez therefore decided to show the attendees at NACE 2011 how best to promote their respective automotive companies and their websites using the ever-growing power of the Internet. There are many ways to attain customers, referrals being the easiest way, because they are presold before they even get to your shop. However, the way to make a company grow is, obviously, to bring in new customers. Out of the 347 million citizens of the USA, 272 million of them have access to the Internet, which means millions of potential customers that are waiting to

illustration by katherine webb

By Raisha Karnani

marketing

become paying customers. This is a market that has the largest growth opportunity for the foreseeable future. It has not stopped growing, because there is, so far, no end to the reach of the Internet, especially now that we have wireless Internet and mobile devices that can access it. “We have not exceeded our ability to program,” said Sanchez. “We’re in expansive space.” Sanchez explained that having a website and being able to list it on articles and business cards gives you “authority”. “When you put your website up, you can’t hide anything – all your cards are on the table. This is a game for professionals,” he emphasized. “And you have to put some money behind your website and hire a professional. We are still learning how to code today.” In other words, companies should hire a professional website designer, who can keep up to date with coding techniques and especially with the company website. “Your website is your anchor to all of your marketing. It is the face of your business.” The title of your website is very important, and should be kept simple, yet eye-catching. “It is your grab line,” Sanchez said. He also explained that there are three types of websites - : The first type is a corporate website. Corporate websites are built with a specific purpose in mind. It is very informationdriven, in terms of the information about the company’s history, heads of departments and aims. However, by design, there is usually no phone number under the Contact page. This is because the corporate side of the business does not deal with potential customers. Therefore, the company does not want customers to call. There may be an e-mail address and help line out of courtesy, but nothing more. In addition, the design is incredibly simple, easy to navigate and has sparce graphics and minimal other bells and whistles to help keep the website load times low. The second type of website is the E-commerce website, which Sanchez described as “designed to be stimulating and suck you in and keep you there.” However, it still needs to be simple enough to understand and navigate. The main purpose of an ECommerce website is to get the visitor to complete a transaction or purchase. The last type of website is a marketing website. A marketing website has only 30 seconds for the visitor to determine the relevance of the pages that just appeared on the monitor. Does this shop offer the

services I need? Are they geographically close to me? Do they look professional? A marketing website uses a combination of carefully written text combined with professional graphics and branding to get the job done in that short time period. Having the phone number on the top of the page is not only a rule to follow, but it also entices the potential customer to make a more favorable decision, being courteous and making it easy to call you is sign of a professional company. The website itself needs to have more vibrant colors than any corporate website, an appeal to the general public and a general air of friendliness.

When you put your website up, you can’t hide anything – all your cards are on the table.

“The website should create an emotional response,” instructed Sanchez. “Specifically, ‘Wow, these guys look professional.’ And the rest of the website’s content should contain data that proves them right.” An important thing to consider, apart from making your website accessible when people type in your domain name, is to make it accessible when searching for your company or shop name on Google. Search-Engine Optimization or SEO is very important for online marketing and Sanchez talked about a few tried and true techniques to bring traffic to websites,

one of which is building great content using key w o r d s r e l e v a nt to your business. Ke y w o r d s c a n be anything from “general repair”, “collision repair”, “brakes grinding” and “oil changes”, and multiple key Danny Sanchez is the words can be used, President of Autoshop Solutions, a web design but they should be firm that specializes in used often enough the automotive market. for Google to identify you as the leader in your community for those key words and users to be able to find the website. Key word density is very important. The more exposure your website has, the more likely your increase in success will be. Online advertisements that include the links serve the same purpose and more, especially if you can also integrate key words into your ads. There should be a variety of online adverts for the shop, just as there are a variety of printed ads for various services and campaigns. However, the key words should remain the same, in order to make it easier for Google to find when a potential customer types a key word into the search engine. Because there are so many things that can be done in the way of online marketing, there should be a large portion of the marketing budget set aside for it. “SEO is just hard work. The best SEO is the one that costs a little more, but doesn’t go away.” Sanchez advised. In a world where the Internet makes more possible every day, a professional website designer and an online marketing budget is necessary for maintenance and updates to the website. Online competition is becoming as fierce as competition in real life, and companies need to rise to the challenge and see the funds for online marketing as an investment for their increased success. CRM

Leaving aside your company’s website, what else should you do? A good rule of thumb is to consider what you should NOT do. Your shop should have a Facebook page and a Twitter feed. They’re free and can help you to reach out to customers. Be careful how you populate it, though. Silly jokes and pictures of funny car accidents are not why your customers hooked up with you. Tell them about the news pertaining to your business. New hires, sports sponsorships and charity events are all grist to your social media mill. Let your customers know what’s going on, but don’t overburden thier feed with info they can get somewhere else.

july 2012 collision Repair 43

SOFTWARE SPOTLIGHT

Computerized management systems can be a boon to productivity and communication. Photo courtesy of Golden Triangle Collision ~ CSN.

Problem H Solvers Today’s management systems are even more integrated with the fundamentals of your business. By Lucy Mazzucco

44 collision Repair collisionrepairmag.com

ow common is the use of computerized management systems in the Canadian collision repair industry? Our own numbers, drawn from recent survey results, suggest that at least 15 to 20 percent of shops do not use them. Horseback estimates made by some in the industry place that number closer to 30 to 40 percent of shops. In either case, it’s clear that the majority of collision repair facilities have some sort of computerized management system in place. Software evolves at a faster rate than any other single product category. Anyone who uses a computer in either a home or office setting knows that software very quickly becomes “obsolete.” However, that doesn’t always mean that it isn’t still useful. If it

SOFTWARE SPOTLIGHT

does the job you want it to do, then it may not be necessary to update. For those of you who find that your current management system is falling short—as well as those of you who have never owned one before—we present the following recaps of some of the most common collision repair management platforms on the market today. All software in this article is listed alphabetically by manufacturer. As with any purchase, please remember to exercise due diligence and research the product thoroughly before signing on the dotted line.

customer service snapshots, the software is also integrated with standard templates, comprehensive reporting and multi-location configurations. “We designed the program to be an allencompassing tool and we’ve addressed the needs of the body shop community,” says Lane.

CollisionWay Carrus Technologies carrus.ca

CCC One CCC Information Services cccis.com

iAutoFocus Audatex audatex.us

Audatex’s current entry is iAutoFocus. Audatex says it pursues one goal when designing software for the collision repair market: to improve the shop’s productivity and maximize its profits. “Our software is a full-featured body shop management system, as powerful as any on the market. We are very user friendly, users can get to just about any data with one or two clicks,” says Art Lane from Audatex. This program is able to track touch times, streamline production flow and organize parts and labour costing. Some other included features that are incorporated into the software include easy estimate importing, efficient scheduling and visual production management. “Our program streamlines several key functions. Additionally, it sends the data to the shops accounting program, removing the need to manually enter that data,” says Lane. Along with online communication and

CCC Information Services says its CCC One system helps the claim management process through more effective decisions and maintaining a focus specifically on claims management. Their technology-based solutions facilitate communication among about 21,000 collision repair facilities and 350 insurance companies. C C C One can b e p ers onalized to suit the needs of your operation. The c omp any of fe rs d i f fe re nt p a ck age s depending on whether you are an independent shop, a larger independent shop with or without DRPs or a multiple shop operation. The company also offers a mobile app version of the software.

Carrus Technologies, is developer of e-commerce software solutions and a supplier for automotive jobbers, service providers and collision repairers. Carrus says its CollisionWay software helps clients with easy decision making, since it is integrated with estimating solutions, the ability to link warehouse distributors and the free flow of orders of any size. The software also carries out a number of business transactions that allow for telephone time to be reduced. The CollisionWay software is integrated with many features that were designed by Carrus Technologies to help save customers money and make their business easier to manage. Built into the system are remote links to provide access to all business operations from any place. The software also provides invoices, estimates and work orders.

Crisma Jhenn Systems jhennsys.com

Crisma was developed by auto body repair shop owners and managers at Jhenn Systems, resulting in a management and accounting software designed specifically for the collision repair industry. John Henn of Jhenn Systems believes this gives the software several critical advantages. “It’s easier to use than any other system,” says John Henn from Jhenn Systems. “It’s a software that requires a lot less training and a lot less time on the phone. It can july 2012 collision Repair 45

SOFTWARE SPOTLIGHT

complete about 271 reports, which is more reports than any other program.” Crisma can import tracking comprehensive systems from the import to payroll. Jhenn Systems offers comprehensive training on the system.

of software solutions, that of the shop workspace. The design allows collision repair facilities to manage the repair, the customer and the business from within the same platform. The system is based on a series of modules. Customers can pick and choose which modules they need, allowing them to build their own workspace suited to their needs. “Some shops don’t have the size to pay $300 to 500 per month along with three to four days of training. We have one module at $98 that helps any shop with any training,” says Michel Gagnon, Director of Sales & Service for Mitchell’s Canadian operations. The flexible design of RepairCenter allows for configuring functions conveniently, since it can be used to customize specific needs for different shops. With access to OEM repair data, which is integrated into the program, it allows users to locate specific information in order to restore vehicles to their pre-accident condition. Over 30 different modules are available, including Mitchell’s FastPhoto Manager, organizing all of a shop’s DRP photos conveniently and quickly. RepairCenter also offers a social media module, allowing collision repairers to communicate with customers across various platforms from within RepairCenter. “We have the advantage of having a webbased application that is hosted and secure,” says Gagnon. Integrated into RepairCenter, is the ToolStore, a workspace where the entire industry – customer, shops, and solution providers – comes together. Some current ToolStore partners include LKQ, Sherwin-Williams, and Enterprise. “We launched the ToolStore a few months ago to help shops connect to their industry partners from a single application. If a facility wants to streamline their operations, it can really help to cut down a lot of phone and research time,” says Gagnon.

RepairCenter Mitchell International mitchell.com

Mitchell International has been in the shop management business for a long time. The company’s current offering, RepairCenter, was touted by the company as a new class 46 collision Repair collisionrepairmag.com

Shop Management Solution Summit Software Solutions

summitsoftwaresolutions.com

Summit’s Shop Management Solution includes an SQL database, integrated media storage for images, documents and more, an integrated communications system, complete scheduling and production management, shop floor information and much more. One of the more striking aspects of Summit’s Shop Management Solution are the visual management controls that support lean business practices. “One of the biggest advantages of our system is in how it truly helps and supports a shop in going lean,” says Frank Terlep, CEO of Summit Software Solutions. “The whole system was designed to support the concept of lean. It’s been designed from the ground up to eliminate non-value add processes and enhance value added processes.” The software offers numerous features, including advanced scheduling, automatic importing and line item scrubbing, integrated in-process checklists, an automated pre-close checklist, up to 50 custom forms, departmental cycle time tracking and much more.

You know you’d rather use Ford Genuine Parts.

We know the only place to get them.

CollisionLink® is the only way to access the Ford Parts Conquest Program and purchase more Ford Genuine Parts at prices competitive with the aftermarket. With CollisionLink, discount alerts automatically appear on part orders. There’s no paperwork, hassles or headaches, just savings opportunities that are easy to implement and fit into your current workflow. Run a more efficient, profitable shop and fix cars faster and better with more Ford Genuine parts… use CollisionLink for every parts order. To learn more, visit www.OEConnection.ca/shop

*Actual May, 2012 Ford Parts Conquest Program pricing comparison. Ford Parts Conquest Program and Ford Genuine Parts are registered trademarks of the Ford Motor Company. OEConnection and CollisionLink are registered trademarks of OEConnection.

SOFTWARE SPOTLIGHT

flexibility

user friendliness

Extremely Important 11%

Very important Fairly Important 49%

43%

54%

Somewhat Important Not Important

38%

Extremely Important

Looking over the data, certain things jump out. For example, all respondents had five options to choose from when rating the attributes of their management system: Not Important, Somewhat Important, Fairly Important, Very Important and Extremely Important. In surveys like this, there are usually at least a few responses that indicate that a particular aspect is Not Important, regardless of what that aspect is. That didn’t happen in this case. In at least two areas (UserFriendliness and Flexibility) there were NO respondents who rated these items as “Not Important.” Repairers want systems that are both powerful and easy to use.

software integration 2%

technical support

Very important

Somewhat Important

Fairly Important

Not Important

Repairers in our survey tended to rate user friendliness quite high, with 54 percent saying it was “Extremely Important” and 43 percent saying it was “Very Important.” Only 3 percent of respondents rated it as “Fairly Important.” No respondents rated it as less important than that.

facility type

19.1% 39.8% 35%

25%

61%

62%

20.5%

20.6%

Extremely Important

Very important

Somewhat Important

Very important

Somewhat Important

Fairly Important

Not Important

Fairly Important

Not Important

Software Integration records how important collision repairers regard the ability of the management system to integrate with other programs, such as accounting software. Here we see for the first time responses that indicate that this feature is Not Important. However, it also has the largest percentage of respondents that indicate that this is Extremely Important.

48 collision Repair collisionrepairmag.com

The availability of technical support also ranks high in importance for most repairers, with just 4 percent of respondents indicating that it was only “Somewhat Important” or “Fairly Important.”

Dealership Affiliated Facility

Single Network of Franchise Facility

MSO, Network, or Independant

Single Independant Facility

All graphs are based on information collected by Collision Repair magazine in a recent online survey on management systems. Facility Type, above, shows the breakdown of survey participants by the general category of operation.

You know you’d rather use Genuine GM Parts.

We know the only place to get them.

General Motors’ Bump the Competition program offers you Genuine GM parts at prices competitive with the aftermarket. The best and most efficient way to take advantage of these savings opportunities is by sending your orders to GM dealers through CollisionLink®. No paperwork, no hassles, no headaches, just savings opportunities. Run a more efficient, profitable shop and fix cars faster and better with more Genuine GM parts…use CollisionLink for every parts order. To learn more, visit www.OEConnection.ca/shop *Actual May, 2012 GM Bump the Competition program pricing comparison. Bump the Competition and GM Canada are registered trademarks of the General Motors Corporation. OEConnection and CollisionLink are registered trademarks of OEConnection.

parts tools

Make the

Connection

CollisionLink helps you manage OE parts orders and workflow. By Mike Davey

here are obvious advantages to using OE parts. For example, you know that when you need a new door for a 2002 vehicle, the replacement door you buy from your dealer is going to be exactly the same as the door you took off the vehicle in the first place. Given that, a consumer might assume that OE parts would always be the first option. But autobody repairers know that isn’t the case. “OE is often the last option, especially if the car is two years old or more,” says Bill Lopez. Lopez is Director of OEM Program Management for OEConnection, the leading parts e-commerce technology provider for OEM distribution networks. One of its solutions, CollisionLink, is designed to help collision repair facilities manage OE parts orders and workflow. “At the end of the day, it’s fairly well documented that all things being equal, shops prefer to use OE parts,” says Lopez. “But things are not equal. Shops need to manage insurer relationships and make good purchasing decisions. That often trickles down to part type choices and using aftermarket or recycled parts.” Lopez says that automaker parts programs administered through CollisionLink allow shops to buy OE parts, often at aftermarket prices. “Shops using CollisionLink can say to the insurer, ‘I didn’t cost you any extra money, but I was able to get OE parts at or near aftermarket prices.’ The solution gives shops one workflow to order all of their OE parts from any franchised dealer. We’ve got data access agreements with virtually all the OEMs, so we are able to scrub part numbers for accuracy. Order accuracy results in reduced returns and improved cycle time. There are a lot of efficiencies a shop can gain by managing all of their OE part suppliers through one process.” That’s a definite advantage, but OEConnection offers more. “Using CollisionLink also allows the collision repair facility to take advantage of OE parts programs that have been de-

CollisionLink Multi-Franchise Dealer Overview.

signed to help shops use more OE parts while managing repair costs,” says Lopez. The savings from those programs can be significant, according to Dinal Peramune, Parts Aftermarket Growth Marketing Manager for GM Canada. “We have a collision parts program called Bump the Competition that gives our dealers the opportunity to compete with aftermarket parts,” says Peramune. OEConnection came up with an elegant solution to this problem. The shop creates an estimate and uploads it into the CollisionLink system. From there, it’s sent to the appropriate dealer electronically. If the dealer sees the opportunity for converting from aftermarket or salvage to OE, an offer is made. The whole transaction takes only seconds. “Because CollisionLink is an electronic communication solution, the collision repair facilities will find that it is quick and easy for them to process claims and orders” says Peramune. “It’s not just these two parties who benefit. It gives the end consumer the opportunity to enjoy the benefits of OE parts. It’s a win-win for everybody.” Michel Horne would agree that it’s a win for all parties. Horne is Ford of Canada’s Marketing Plans Manager, Collision and

Heavy Repairs. He also points out that although this technology is new to Canada, that does not mean it’s untested. “CollisionLink has been in use in the United States for quite a few years,” says Horne. “It was created so OEMs could compete with the aftermarket. We don’t compete against other OEMs on parts, of course. When it comes to my Ford parts, there are lots of competitors, but they aren’t the other OEMs.” Simply put, the OEMs want to grow the number of parts they can sell you. CollisionLink was built to acknowledge and then remove the barriers that exist to increase the use of OE parts. “This is what I hear: if it was up to the shops, they would use more OE parts,” says Horne. “They like the fit and the finish, but a lot of the time it’s insurers who balk at using OE parts. If our dealers can provide an estimate or quote to their shop customers that helps to contain costs, then we can get the business. We feel that genuine Ford parts are superior to aftermarket parts, and if we can break down those barriers, more shops will choose to use our parts.” For more information on CollisionLink, please visit oeconnection.ca. CRM july 2012 collision Repair 51

social media

sociallyAwkward Handling negativity in the social space. By Jonathan Barrick

ne of the biggest fears businesses have about participating in social media channels is the terror of a dissatisfied customer ranting on Facebook or flooding Twitter with horrible stories of your business. I’m here to tell you two things: 1. Your customers shouldn’t be that angry to begin with, so social media isn’t really the problem you’re facing. 2. These comments and conversations are going to happen, with or without your participation, so you’d better believe that your silence here is deadly. Now, the first point is really more of a “in a perfect world” comment, because we all know that errors happen. There will always be instances where you don’t meet your promises 100 percent of the time.

start by letting them know “Yes, we hear you” and “We want to learn what happened.” Then get to work on really finding out what the problem was, and fix it. 2.Update, Update, Update: While the personal details of any incident don’t always need to be shared publicly, you should never leave a negative comment situation with only an opening response. Any time you get a new piece of info that is important, respond on the original comment letting the customer know that new info is available and what they should do. Something along the lines of “We’ve tracked down the problem and are taking steps to prevent it from recurring. Let us know if you have any other questions!” does the job wonderfully, and leaves the ball in their court.

Be a shining customer service star and Go above and beyond the call of duty. However, a promise that you can meet 100 percent of the time is addressing concerns and complaints promptly, politely and professionally. Social media gives your business the golden opportunity to publicly show that you care about customer satisfaction, that you want to make things right and that you aren’t afraid to admit that yes, you are human. The trick is to not be afraid of talking with your customers publicly. Your customer service responses should be something that you’re proud of. They should be something that you want to showcase publicly. People like to do business with people who care, and there’s no greater indicator of caring to a customer than what your business does when things don’t go as planned. Research has shown that a customer who has a negative experience made right is more likely to be loyal than one who simply has a “satisfactory” experience. Caring MATTERS. Don’t be afraid to show it. I’d like to offer a handful of tips that you can use to determine the best course of action when faced with a negative comment in social media. 1. Respond Immediately: You don’t need to know the whole story right away to let someone know that they’re being heard. A simple “We’re sorry you had a bad experience. We are looking in to it right away and will contact you soon!” gets the conversation off to the right 52 collision Repair collisionrepairmag.com

3. Follow-up: Once you think the issue has been resolved, and all is good, check back after a few days and do a quick follow-up with the customer to ensure that they are 100 percent taken care of. Sometimes new questions arise that customers may be hesitant to bring up after the fact. This is your chance to be a shining customer service star and go above and beyond the call of duty. These three simple steps can do wonders for how your customers view your business. They show you’re not afraid to talk about errors, and that you really want to make sure that things get made right. What makes customers more irate than anything else is the feeling of being ignored. By taking the initiative and responding promptly, continuing to update them throughout the process and following-up after the problem is solved, you show them that you’re not going to turn a blind eye or deaf ear to their concerns. Social media is one of the most powerful customer relationship management tools in your marketing kit. Don’t hesitate to make use of it! CRM Jonathan Barrick is the Marketing Manager for Global Finishing Solutions, and a strong proponet of social media for business. He can be reached at 705-719-4014 or via email to jbarrick@ globalfinishing.com.

No matter what’s here, here, or here...

Helps repair it more profitably and more efficiently.

The All Makes, All Models Solution CollisionLink® is the all makes, all models OE parts solution that allows body shops to run a more profitable, efficient business. CollisionLink organizes all parts orders on one simple dashboard, reduces returns, improves cycle-time and customer satisfaction, and can help improve order accuracy through VIN scrubbing. And only CollisionLink provides access to automaker parts program savings, so you can install more OE parts at prices competitive with the aftermarket. To learn more, visit www.oeconnection.ca/shop

Save on OE Parts through Automaker Programs

Only Available through CollisionLink®

Bump the Competition and GM Canada are registered trademarks of the General Motors Corporation. Ford Parts Conquest Program and Ford Genuine Parts are registered trademarks of the Ford Motor Company. Lexus Integrity Parts and Toyota Smart Parts are registered trademarks of Toyota Motor Corporation. OEConnection and CollisionLink are registered trademarks of OEConnection.

*The Toyota and Lexus programs are currently available for dealers in British Columbia and Yukon Territory

point blank with piercey

UH OH... BETTER GET Maaco!

Maaco Mississauga ss ssauga East

WhoFirst? There’s a BIG difference between “I quit!” and “You’re fired!” By Sam Piercey

et me ask you a question. As an industry, how would we deal with an insurance company that seems to have no inclination to tell the truth or deal fairly? They lie. They intimidate our office staff. They tell all the shops the same stories: “The picture does not justify the damage.” “You’re the only shop we are having problems with.” “Your severity is the highest in the area.” These guys must think we don’t talk to one another! They keep trotting out the exact same stories in every shop they visit.

de the move! already ma shops e s e Th

These guys must think we don’t talk to one another! They keep trotting out the exact same stories in every shop.

Maaco Markham

WHY CONVERT? The following are comments from a recently converted franchisee: “I was able to find success with Maaco in the following areas: Brand Name recognition Increased buying power Increased sales (Retail, Fleet & Trade) Business & Technical support These items, combined with Maaco's process and procedures, enabled us to increase revenue and profit.” We encourage other independent shop owners to make the switch!

CALL

come to us for repairs. Shame on them! We send our staff for constant training on all of our brands. We fix the vehicles that come to us according to factory training specs and we’re constantly investing in new equipment. Shame on the brokers who send customers away while feeding them a line of crap. It keeps me up at night that they do business in a corrupt way and seem to get away with it. They use scare tactics to prey on people and shops. It’s pretty bad when these vultures come into the shop and tell the techs how much time they’ve got to fix the car. I would really like to see these wan-

The thing that really set me off is that I chose to stop being part of their program for various reasons. Their rep in the area and I sat down in my office and I told him loud and clear that I wanted to get off their program. He said that wasn’t what he wanted, but that he understood my pain and frustration and it was my choice. He told me his people will know as soon as he leaves that my choice was to be taken off the program as of that day. Not a very complicated deal. We shook hands and he left. He even followed up our conversation with a letter that was very honest and to the point. A couple of days go by and I receive a letter from the upper management telling me that I have been terminated. Imagine that. I still have the first letter, though, and I can prove that we left the program, not the other way around. They’ve got the nerve to tell other shops that we were terminated from the program, and now there are brokers telling customers that they won’t guarantee our work if they

54 collision Repair collisionrepairmag.com

nabes try their hand at doing the work. Some of them have never fixed a car. Others haven’t had their hands on a new vehicle in years. If you take a look at their age and compare it to the amount of time they were on the bench, it adds up to very little actual repair time. I’ll allow some credit for theory and training, but this doesn’t give them the right to call the times. What are these guys trying to prove? Our industry is struggling with a shortage of people getting into the industry, and it’s no wonder that existing techs don’t encourage apprentices to get involved. In closing, there are a lot of excellent insurers that we work with in great partnerships. Do you know why it works? BECAUSE THEY GET IT. 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.

who’s driving?

retrospectvsfuture Where we’ve come from … and where we’re going. By Jay Perry

hen our editor reminded me that the 10th anniversary of the magazine was approaching, I was shocked at how quickly that decade had gone. He had a great idea about taking a look back at what transpired during those years inside our industry. In a word: lots! To prepare for this article I searched the archives of the first year to see the themes of the discussions going on at that time. We all know there has been so much happening, what with further evolution of database driven management systems, waterborne paint, consolidation and network growth, the adoption and adaptation of lean manufacturing techniques, the shrinking in overall numbers of shops and most of all, increased efficiencies within the production shop. What struck me as funny was that even with all of that change, many things that

decreased even though approximately the same volume of work is being produced. Communications have improved in many ways. I see more happening in a positive light on the shop floor as the emphasis on teamwork intensifies. A large part of the burden of keeping customers in the loop is being taken up by SMS texting and email. Value is being measured by the smartest insurance customers in more than just severity numbers. They have taken a look at other aspects of the customer experience and brought them into the various scorecards that are applied to shops to determine in an empirical way who is delivering the best value. Problem solving has evolved to become more inclusive of the supply chain. More paint companies have become deeply entrenched as valuable allies in the quest for greater efficiencies. Also more shops have adapted a flat structure that collabo-

It will be the people that continue to build the better business processes that will be the ones who write the next decade of history. were important then are equally or even more important now. I have underlined the themes found in the article from 10 years ago then made my commentary. Let’s take entrepreneurial spirit as a needed ingredient in business today as it was the subject of many articles back then. No one would argue it is more important now than ever before. As a matter of fact, we see in business that spirit must be driven down through the ranks if a company is to survive. Customer service has never been more important as competition continues to heat up. It was being measured a decade ago, but we have seen another component to the matrix being added that intensifies the focus on that business component, the Net Promoter Score. Efficiencies have continued to be improved. Many of the gains came as a result of some pioneering spirits in our industry—I won’t name anyone, but his initials are Ken Friesen—when the principles of lean began to be applied. As a result the industry has the shortest production cycle time in its history. The overall square footage of shop space has

rates in making improvement to flow and creating higher service levels. Measurement of so many Key Performance Indicators (KPIs) has never been more comprehensive. Quality workmanship. As one insurance executive stated recently, it just gets you in the game and is the expected norm now. So the thing that became apparent when reviewing the subjects of the first year’s issues was that the industry has evolved quite a lot in that decade. What also became apparent is the fact that the evolution will continue and at an even faster pace. In a way, everything old is new again. I firmly believe that it will be the people that continue to build the better business processes that will be the ones who write the next decade of history and stay the ones who are 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.

july 2012 collision Repair 55

prairie view

SPEAKUP! Help me to help you. By Tom Bissonnette

t the last meeting of CCIF I gave a short presentation about some of the nitty gritty issues facing the collision industry: insurance relations, replacement parts and profitability. Some folks did not like it and thought it was neither the time nor the place to discuss such issues. But if not at CCIF, then where? As one industry insider confided to me after I gave my presentation: “Shop owner/operators this year and for the last few, are clinically depressed. It’s no fun anymore. Most are looking for a business buyer. Costs are up everywhere, demands are more stringent, all roads are lined with cautions and no one cares if you are successful or not as long as they get their piece of you. What CCIF can do—and what you clearly are altruistically motivated by— is to stop the ‘ostrich syndrome.’ The bury-your-headin-the-sand behavior by shops across the country,

hoping that things will get better someday if they can just hold on, go into business survival mode and play nice with insurers.” Donald Cooper, a renowned business speaker and consultant, was a guest at the Vancouver CCIF. I had the opportunity to pick up a copy of his work book called Vision Critical (available at donaldcooper.com for $24) and I heartily encourage you to get this work book and go through the exercises he has provided. I emailed Donald and told him that according to the latest statistics I have seen, the collision industry in Canada has an average net profit in the 3 to 5 percent range. I asked him how that stacked up compared to other businesses in Canada. “Being in the collision repair business and making a return of 3 to 5 percent makes no sense at all. It’s a hobby,” read part of his reply. “The even worse thing is that, because of the poor return, the business can’t be sold for a decent amount in the end.

GOT HAIL? Finest Trained Catastrophe Team

Canada’s Largest Hail Repair Team

Lifetime Warranty

Mobile Estimating Center

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

www.hailrepair.ca 56 collision Repair collisionrepairmag.com

info@hailrepair.ca

prairie view

So, you get smacked two ways. First, every year with a poor return ... and second, eventually with a lousy sale price when you want to get out and move on.” This is why shop owners are not getting out. Donald explains further: “I have a question that I often ask clients. ‘Will

where we can discuss these issues face to face. I am asking you to get engaged, help us to deal with the tough issues like insurance relations, replacement parts, profitability, advanced vehicle technology and repair standards. Write and tell me what you would like to talk about and in what format. Should we

“Being in the collision repair business and making a return of 3 to 5 percent makes no sense at all. It’s a hobby.” – Donald Cooper this industry, doing it the way you’re doing it right now, be a financially and emotionally healthy place to be in 3 to 5 years?’ It appears that for many of you, it isn’t now. So, how do the business model and or the operating practices need to change to create a decent return?” This is a good question. We need to come up with a good answer. Folks, you may not be a big CCIF supporter, but it is really the only national forum we have right now

Cares

bring the breakout groups again? Can we set up committees to discuss and report on these issues? I am not afraid to speak out. Help me to help you. 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.

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: “Mac Kids Walk and Wheel for Miracles” Assured Automotive honours our staff for their commitment to the communities that we serve. Assured Automotive Staff recently helped to raise funds and participated in the first annual “Mac Kids Walk and Wheel for Miracles”. At Assured we believe that our staff is the key to our success; to this end we would like to thank all of our staff for their contribution and dedication to Assured Automotive and their support of McMaster Children’s Hospital.

assuredauto.ca

“ t r a i n iinngt oi sd aeys’ ss ei nn dt iuaslt r y

” july 2012 collision Repair 57

NG SOO COMI N



SOON

 COMING

NG MI CO

SO ON



G IN M

ON SO



ON SO



CO MI NG

Towing is a misunderstood and often maligned industry. Nevertheless, towing is a vital component of the auto claims economy, and we should not let the actions of a few rogue operators colour our thinking. This is a perspective that collision repairers should sympathize with. The other sectors of the auto claims economy must support the legitimate operators in their efforts to improve their industry and clean up the rogues who have given them a black eye. Going forward, we’re introducing more coverage of towing and the issues affecting towing operators in the pages of Collision Repair magazine and our new publication, Canadian Towing and Recovery. If there is an aspect that you would like to see covered in more depth, please let us know via email to editor@ collisionrepairmag.com. For advertising inquiries, please contact Ryan Potts at ryan@mediamatters.ca or 905-370-0101.

whatweneed Why we need it and what it will do for you. By Joey Gagne

oday’s tow truck operators have not received the appropriate tools to safely perform their duties! Most towing companies do not provide their new or existing drivers with the training they should receive to safely perform the services they’ve been hired to perform. There is a lack of standards for these drivers that has led the public, police agencies and government to have a very dim view of the towing and recovery industry. The average tower has no idea how to determine if the truck he’s driving can legally tow the vehicle he has on the back. We have a shortage of new recruits because of the unprofessional approach taken by the industry as a whole. Who’s going to take us seriously as a trade or career if we don’t do it ourselves? Where and how do we start to change this attitude? The towing industry as a whole needs to start following the lead of their associations and advocate for driver training and equipment standards. We need strong associations who have a voice with the government that can lobby for legislation like the bill sponsored by the Provincial Towing Association of Ontario that has been passed twice, but did not receive Royal Assent. If you are a tower who whines and complains every time some new guy comes along with an old rust bucket that is unsafe for the road, a guy who most likely

58 collision Repair collisionrepairmag.com

has no cargo insurance or WSIB coverage and is undercutting your pricing and whoring the industry ... then I ask you this, “Where were you when your association last met?” I don’t want to hear “What does the association do for me?” What are you doing to support the association? There is a handful of towers who actively get involved in any association in every area of Canada. Most towers sit back and wait for someone else to do the dirty work and then complain about the results that they had little or nothing to do with because of their lack of interest and participation. The time is quickly approaching where someone or some government is going regulate what the towing industry does. Many municipalities are currently drafting such licencing by-laws with little or no input from those of us in the towing industry. What will standards do for professional towers? They will control who we have to compete with, increase profitability by increasing productivity, make a safer working environment so that we can retain those drivers we need to provide high levels of service to customers. It goes without saying that this will be a good thing not just for professional towers, but for our partners in the collision repair and insurance industries as well. CRM Joey Gagne is the President of Abrams Towing and is currently serving as the President of the Professional Towing Association of Ontario.

SPRAY-LINING The alternative to all high-cost, complex lining

Surpasses Rhino & Line-X Grade Materials for Half the Price!

We’ll customize a package for your job!

Strong Promotion for ROI ASAP!

DIY

Multiple/Large Jobs

Dealerships including small to

No chemical penetration; quick installations; won’t warp or crack; water & airtight protection against corrosion; safe environmental application; any texture, colour or crystal clear body shieldingsalt, chip, rock guard.

Contact us for wholesale costs per square foot at exact mil heights, per gallon, with or without equipment and full application support services.

No franchise fees with web, radio, TV and on-site sales support. As a dealer, your job call volume will exceed industrial paint, coating and bed liner vendors and produce more relevant jobs.

including truck beds, body parts, trailers & equipment.

Under $1/sq. ft. @ 100 mm

suitable for multiple job applications, large scale equipment and industrial uses.

medium job calls, large job quote targeting with full on-site support.

From $2300-$42,000

From $400-$5600

Get professional grade equipment for the lowest price! Bedliner Spray Hoppers

Spray Hopper Gun

Graco RTX 900

• One piece aluminum • Dual-use gun quickly body with brass converts to a hopper replaceable air regu- gun for touch-up jobs lating components • TexSpray is • Light weight and maintenance-free, comfortable oil-less compressor • Versatile applications

$80.95

Call or Visit Us Today! www.spray-lining.com

$799.00

Power Trowels

Whiteman J36h55

• 36-inch (915 mm) guard ring diameter • Trowel covered by 1-year limited warranty • Centre mount lifting bale included

$1818.00

info4@spray-lining.com

Epoxy & Polyurethane High Pressure / Low pressure Systems

Backpack LP Sprayer

• The best solution for spray bedliners • Compact, cost effective and mobile

$1,130.00

Graco EXP-1

• Energy-efficient sinusoidal motion • Hybrid heater for increased Delta-T • Digital User controls • Quick knock down fluid sections

$15,999.00

877-891- 8741

Graco H-XP3

• Horizontal Pumping System • Modular Heater Electronics • ISO pump lube system extends seal life by 10 times

$31,499.00

SPRAY-LINING A N D C O AT I N G S

CONGRATULATIONS TO FIX AUTO ON THEIR 20TH ANNIVERSARY

CELEBRATING THE MILESTONES THAT HELP BUILD LKQ CANADA

We are proud to celebrate the LKQ Canada milestones that have helped build our company into the premier automotive parts resource you know today. With each company that joins our expanding network, we are able to provide you with superior service and a wider inventory of quality parts for today’s repair requirements. LKQ is proud of our many years of experience and dedication to our customers. Our professional staff stands ready to help you with the parts you need, all backed by the service you expect. VISIT US ONLINE AT

WWW.LKQCORP.COM

COLLISION PARTS SPECIALISTS

CELEBRATING 70 YEARS

CELEBRATING 65 YEARS

CELEBRATING 50 YEARS

LOCATIONS SERVICING CANADA Burnaby, BC Richmond, BC Edmonton, AB Calgary, AB

Saskatoon, SK (2) Regina, SK (2) Winnipeg, MB (3) Brampton, ON

Windsor, ON Trenton, ON North York, ON Ottawa, ON

London, ON Hamilton, ON Cornwall, ON Montreal, QC

Sherbrooke, QC Quebec (Pintendre), QC (4) Sainte –Madeleine, QC

CELEBRATING 40 YEARS

The Jobber Advantage Jobbers bring experience, enthusiasm and personal relationships to the table.

Rondex...............................62 t: 1-877-766-3392 e: info@rondex.ca www.rondex.ca Rondex Manitoba 177 Isabel St Winnipeg, MB R3A 1G8 t: 204-943-4531 f: 204-942-0631

Personal relationships and high levels of service keep repairers coming back. By Raisha Karnani

obbers—the wholesalers of paint, body and equipment supplies to collision repair facilities—are a popular choice for many shops. But what makes jobbers better than getting products straight from the manufacturer or other sources? John Secta of Performance Chrysler says it comes down to efficiency. “Jobbers are more efficient, because you can get everything from them, not just dry goods or paint. My jobber also gives me a discount on my dry goods when I buy paint from him.” Eastgate Ford’s John Jazek affirms this statement by saying, “I get one hundred percent service, and it’s much better service than getting my supplies straight from the manufacturers.” Service is an important quality in a supplier. Some would say those high levels of service come directly from the long-term relation-

ships many shops have with their jobbers. “I’ve known my jobber for over fifteen years,” says Jazek. “There’s a friendship of a kind, but it’s still a professional relationship at its core.” Both Secta and Jazek are enthusiastic in their praises of their jobbers and their ability to provide their shops with technical support. “Yes, they do provide technical support, which is fantastic when or if I have problems, because they have people on the road that can be at my shop very quickly,” says Secta. Jazek adds, “With manufacturers, you’d be kept on hold with their help desk for a long time, whereas jobbers have faster teams and can be on the road and on their way to my shop immediately.” All in all, jobbers seem to have been given five gold stars and two thumbs up for their hard work, accessibility and their desire to help.

Rondex Ontario 237 Barton E, Unit 101 Stoney Creek, ON L8E 2K4 t: 905-662-3973 f: 905-662-7130 Rondex Vancouver Island 3043 Barons Rd Nanaimo, BC V9T 3Y6 t: 250-758-2416 f: 250-758-2417 Rondex British Columbia 676 Alpha St Victoria, BC V8Z 1B5 t: 250-590-7142 Guelph Paint & Bumper Supplies...............................63 51 Woodlawn Rd W. Guelph, ON N1H 1G8 t: 519-837-3250 or 1-888-449-7930 e: wayne@gpbsupplies.ca www.gpbsupplies.ca For advertising inquiries, please contact Ryan Potts at ryan@mediamatters.ca or 905-370-0101.

july 2012 collision Repair 61

Meet Your Jobbers

The Tech Side

Darrin Jorowski outside the Rondex head office in Winnipeg.

Darrin Jorowski is the inhouse expert at Rondex www.rondex.ca 1-877-766-3392

Rondex has recently added a new Technical Manager to the staff roster. The Technical Manager is so new, in fact, that the position was actually created for him. “My role is to increase confidence in technicians about their own abilities and to be aware of new products that will make customers’ and technicians’ jobs easier,” according to Rondex’s new Technical Manager, Darrin Jorowski. Jorowski has over 12 years of automotive painting experience, split largely between Bunzy’s Auto Body and more recently Auto Haus Volkswagen. He brings with him strong technical knowledge, enthusiasm, communication and troubleshooting skills. “Since I was a little kid, I’ve always had a love of cars. All I ever wanted to do was work with them, and when I turned eighteen, I set out to fulfill that dream,” says Jorowski Jorowski is responsible for working alongside collision repair clients by providing all aspects of support from internal, onsite technical support, development of training programs and new product evaluation.

“I’m here to provide guidance regarding new techniques and products in the automotive world. I go down to the site in question and I work with the technicians to find the most efficient method to give

“

vide,” he continues. “A typical day involves being at shops, either making connections or helping customers and technicians solve their problems with new techniques and equipment.”

Jorowski is responsible for working alongside collision repair clients by providing all aspects of support.

the car the best finish possible. I’m also there to help customers out with any issues that could arise,” says Jorowski about his role at Rondex and in the collision repair industry. “My favorite part about being Technical Manager is that I see something different every day. Being able to work alongside customers and technicians and teach them new techniques and about new equipment that will ultimately make their job easier and lead to the best finish that we can pro-

62 collision Repair collisionrepairmag.com

Only a month in, and he seems to have the hang of being Rondex’s Technical Manager. In the words of Lindsey Kozak, Director of Sales for Rondex, he is “a tremendous addition to the Rondex team and an indispensable resource to our valued customers.” Rondex has four locations to serve you in Winnipeg, Manitoba; Hamilton, Ontario and Nanaimo and Victoria, British Columbia. For more information on Rondex, please visit rondex.ca.

Meet Your Jobbers

Guelph Paint & Bumper

The staff at GPB believes in earning the right to deal with customers. The staff at Guelph Paint & Bumper.

www.gpbsupplies.ca 1-877-766-3392 Experience is the best teacher. We really don’t learn as well from any other method. Wayne Kurtz is the President of Guelph Paint & Bumper, a full-service collision supply distributor located in the city of Guelph, Ontario. He says that it is experience that makes Guelph Paint & Bumper unique. It isn’t just a case of having a high volume of experience, although that’s certainly valuable. It’s the diversity of that experience that really makes Guelph Paint & Bumper stand out. “Some of the individuals on our staff are university educated, while some of us derived our experience directly in the automotive industry,” says Kurtz. “The one thing we have in common is an overall viewpoint of how we can better serve our customers, especially in their relations to insurance companies.” Kurtz himself is an excellent example of diversity in experience, all in one individual. He was employed in the automotive industry right out of high school, first at a jobbing business and then later at a manufacturer. He’s got “hands-on” experience for when it’s required, but he also has an extensive background on the corporate side. He spent the 1970s as the VP of Marketing and Distribution for Dominion Sure Seal. In 1982, he decided he wanted to go into business on his own. “I realized that where I lived, there was really only one collision supplier,” says Kurtz. “I decided that’s where I wanted to put my expertise.”

Experience counts for a lot in a supplier. So does understanding the challenges a shop faces. That’s another area where Guelph Paint & Bumper shines. For example, the staff excels at AkzoNobel PCE training in part because they’ve gone through it themselves. “Our account managers, Ian and Stephanie, are both well versed and have had extensive training on how it works. I’ve also taken the training myself at a boot camp in British Columbia. More to the point, AkzoNobel’s PCE system is the way we now run our own business,” says Kurtz. “We’ve changed the face of distribution, and no longer have “can kickers” as salespeople. Account managers now partner closely with our loyal customers and bring best practices and best services to the table.” Being a leader requires a willingness to constantly advance. Kurtz says that’s always been the goal at GPB. “We always strive to be the leader in products available in the market, no matter what it takes,” says Kurtz. “Right now we’re demonstrating the Touch measuring system. Even though we’re not distributors for it, we’re working with the distributors to bring it to our customers.” You might be wondering why a jobber would feel compelled to demo and train people on a product they don’t carry. Kurtz provides a simple and compelling answer. “You have to earn the right to deal with your customers, and that means adding value,” says Kurtz. “We want our customers

to feel that we’re the only ones they need to call. We’re true partners, and that means always offering them the very best we can.” Guelph Paint & Bumper has even gone to the length of developing an exclusive online ordering system for its loyal customers. It’s an impressive system that will serve customers and make their businesses more sustainable in the future. It can be difficult to build solid relationships in the automotive industry, where high employee turnover is always a concern. Well, not always. The staff at Guelph Paint & Bumper seem to be in it for the long haul. One account manager, Stephanie Heuckroth, has been with the company for a total of about 20 years. Ian Weber, GPB’s other account manager, is a university graduate and was general manager before stepping into the account manager position. Others may have put in less time in total, but they are no less dedicated to staying with Guelph Paint & Bumper. What’s the secret? “It’s because they take pride in the way we do business,” says Kurtz. “The staff knows that our customers are who’s important, and they know that as long as we’re always doing the best we can for them, things will run smoothly.” For more information on Guelph Paint & Bumper, please visit gpbsupplies.ca, or contact Ian Weber at 519-835-4890 or ian@ gpbsupplies.ca or Stephanie Heuckroth at 519-820-5978 or stephanie@gpbsupplies.ca. july 2012 collision Repair 63

Contents Recycling News..........65-71 Association conferences, Fugere steps down and much more. Recycling column......72-73 Car Inspector, by David Gold

AARDA Conference focuses on employees and training By Ian Hope

Employee recognition and training was the theme of this year’s Alberta Automotive Recyclers & Dismantlers Association Conference. The AARDA Conference was held at the Chateau Louis Hotel and Conference Center on Kingsway Avenue in Edmonton. Consistent with the theme, there was an excellent turnout this year of not only owners, but also many staff members from the yards as well as from the businesses of AARDA’s Associate members. The conference allowed plenty of time for delegates to network and exchange new ideas. Tom Bradshaw of York University was one of the featured speakers. His presentation focused on how to engage employees and customers in meaningful conversations that help to build solid business and working relationships. Dave Schandor is a member of AARDA’s Board and the General Manager of Marshall’s Auto Wreckers in Lethbridge. He gave a presentation on customer service skills, based on his insights from over 30 years in the business. Two officials of the Government of Alberta were present at Saturday’s gala dinner to bring greetings from the Ministry of the Environment and Work Safe Alberta respectively. The representatives spoke about the important work that AARDA was doing towards the goals of protecting our shared environment while also stressing the importance of maintaining safe workplaces. The automotive industries were cited in Dan Kennedy’s remarks—he is an Assistant Deputy Minister from the department administering Work Safe Alberta—as being one of the most dangerous in the Province in terms of workplace injuries and fatalities. Auto recycling workplaces, which make up an important part of the general automotive industry, warrant special attention towards the safety aspects. This was acknowledged by AARDA officials as one of the association’s key goals. While there was a great deal of training and learning at the conference, there was also a lot of fun to be had. Observing how well the delegates got along and openly exchanged their ideas and recommended best practices, it was pretty clear that the yards do not see each other as competitors, but as collaborators. The lively and constructive discussions leaned far more towards “how to make a bigger pie” for everyone in the industry to benefit from as opposed to “sharing in the business” that is of a fixed and limited size, and there is a huge difference between

these two philosophies. AARDA’s expressed goals are to create a bigger and more vibrant marketplace where all members can actually thrive and sell more parts. The association’s view is that the real competition we have as an industry is with new parts, and this is a view clearly shared by the delegates. After Saturday’s dinner, attendees participated in an activity facilitated by Robert Manolson of Powerful Play Experiences. In the activity we were shown how to do better in our work and in

Tom Bradshaw of York University was one of the featured speakers.

Continued on page 66.

SARA takes it to the next level at first annual meeting The Saskatchewan Automotive Recyclers Association (SARA) held their first annual meeting recently, coinciding with the Auto Recyclers of Canada (ARC) annual board members meeting. The meetings took place at the West Harvest Inn in Regina. “We were really thrilled and grateful to be able to take our association to another level with our first ever annual meeting,” says SARA’s treasurer, Cheryl Hoimyr of SGI Salvage. “For our first meeting, it went really well,” said Jack Smith of Top Line Salvage. Smith is also the chairman for SARA. He opened the meeting to welcome members of other auto recycling companies to the meeting, followed by a “welcome to the family” speech by the Automotive Recycler’s of Canada chairman, Wally Dingman. Continued on page 66.

july 2012 collision Repair 65

AARDA Convention 2012 ... continued from page 65

team-building by learning to lighten up and find ways to make our workplaces more human. Conference sponsors who gave valuable support to the event included Hollander, Car-Part.Com, Impact Auto Auctions, Allied Information Canada, Keystone Cross Canada Parts, Wholesale Auto Parts Warehouses, Saskatchewan Government Insurance (SGI), BANN Powertrain, Rebuilders Auto Parts, Salvage Parts Magazine, Burlington Business Forms and Marshall’s Auto Wrecking. Next year AARDA celebrates its 25th anniversary. The date has been set for June 7-8th, 2013. This date, which is about 6 weeks later than usual for our AGM, will assure us better weather so that some fun outdoor activities can be included. The location of the conference will be in beautiful Sylvan Lake, roughly mid-way between Edmonton and Calgary. For more information on AARDA, please visit aarda.com. Dave Schandor, AARDA board member and GM of Marshall’s Auto Wreckers in Lethbridge, gave a presentation on customer service skills. His insights are based on over 30 years in the business.

Jeff Smith, Manager of Hall’s Auto & Truck Parts in Fort Saskatchewan certainly seemed to be having a great time after Saturday’s dinner during an activity facilitated by Robert Manolson of Powerful Play Experiences.

66 collision Repair collisionrepairmag.com

SARA meeting ... continued from page 65

Several presentations were made, including one by Colin McKean of Colin McKean and Associates about environmental audits and what to expect when being audited for the first time. Caroline Sturk of the Summerhill Group updated attendees feedback to SARA about the progress being made with the Switch Out campaign. The guest speaker for this first meeting was Jim Counts of Counts Consulting, a premier consultant in the world of auto recycling. “Some of the things he touched on referred to some things we had tried before, and he concluded that they don’t work anymore. For example, being open on Saturday doesn’t make you that much more money,” said Bruce Ehman of Red Wing Auto Recyclers and a member of SARA’s board of directors. Members were given feedback and meeting evaluation forms to explain, at an individual level, what they wanted as a result of the first annual meeting of SARA. Two examples are an increase in vehicle programs and a long-lasting conversation between SARA and SGI Salvage. “We haven’t had a group like this together in Saskatchewan before. Since the meeting we’ve been talking together and getting other members and associations involved. We’re very lucky to have experienced people involved who have been a part of groups before and know what to avoid,” says Ehman. “It’s a positive relationship,” comments Smith, regarding new members joining SARA and goes on to explain that as a group, there is a standard for the Saskatchewan companies and associations, and that new members means that there are “More members following the standard.” We wish the members of SARA all the best for the future.

Phillippe Fugere steps down from ARC board Phillippe Fugere of LKQ Lecavalier has stepped down from the Automotive Recyclers of Canada board. Fugere made many contributions on the national level during his tenure with ARC, serving as the representative of Quebec’s recycling organization, ARPAC. “Philippe has been with ARC since the very beginning in 1995, and held the position of Vice Chair for many years,” says Steve Fletcher of ARC. “He not only helped form the national association, but he held the group together in the lean start up years, and in our transition years to a become a fully engaged national and even international looking group. His enthusiasm and professionalism will be missed on the Board, but we are very pleased that he will remain an active Member of the association.” Ed MacDonald, founding board member of ARC and owner of Maritime Auto Parts, “I’ve known Phillippe and his family for twenty-five years, and in the time that I’ve known him, he’s always at the forefront of opportunities for the industry. I’ve worked with him on many projects, including ARC and he and his family are an amazing and helpful group of people.” “He’s a very helpful, insightful and valuable Phillippe board member,” agrees Chairman of the ARC Fugere. board of directors, Wally Dingman. “Phillippe has

been a strong asset and supporter of ARC for many years. I’m very sorry to see him go, but I wish him well in the future and hope that we get to work with him again.” The ARPAC board has nominated Steve Lemm, President of Pieces D’Autos MS. in Ste-Anne-des-Lacs, Québec as Fugere’s replacement. For more information on ARC, please visit autorecyclers.ca.

Copart acquires Diamond Auto Bids Copart has announced that it has acquired Diamond Auto Bids and Disposals. Diamond Auto Bids is a privately-held automotive auction company owned by Pierre Alain. The company has locations in both Calgary and Edmonton. The acquisition provides Copart with its first locations in Western Canada, which Copart says will help it to accommodate its expanding Canadian customer base. Copart sells more than one million vehicles each year through VB2, the company’s patented two-stage internet sales technology. For more information on Copart, please visit copart.com.

WHEEL REFINISHING exact paint match • powder the OEM costs • 24-48 hour available through online inventory

YOUR SOURCE

for QUALITY RECYCLED OEM PARTS on ALL MAKES AND MODELS THE INDUSTRY LEADER IN QUALITY AND CRAFTSMANSHIP IN

WHEEL REFINISHING

PARTS • over 1,000,000 fully guaranteed parts in stock • new parts

arriving daily • every part cleaned, checked, inspected • 60-day warranty • extended warranty up to 5 years • FREE next day local delivery • ship everywhere

www.carcone.com

Call us 905-881-8353 or 905-773-5778 • toll free 800.263.2022 Carcone’s Auto Recycling • 1030 Bloomington Road, Aurora, Ontario L4G 0L7

july 2012 collision Repair 67

Serving the Automotive Industry for Over 45 Years

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

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

Quality • Service • Selection

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

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

68 collision Repair collisionrepairmag.com

north queen auto parts to close North Queen Auto Parts has announced that it will close its doors on June 30, 2012 after 50 years in the automotive recycling business. North Queen’s location will be taken over by Triple M Metals. “I wish to express my thanks and gratitude to everyone that I have had the pleasure of doing business with over the years and for teaching me valuable lessons that I take with me on this next chapter in life. The memories will remain with me forever. I wish everyone the best of luck, good health, a long life and prosperous business ventures for your future,” said Bob Sembay in an official statement. North Queen is selling numerous dismantled parts, vehicle parts and recycling equipment such as a Hino flatbed, loaders, forklifts, an EZ crusher car press, disassembly tables, tire machines, wheel balancer, various car lifts and 40 foot containers that are already shelved. If interested, please call General Manager Garry Nelson or Owners and Operators Walter and Bob Sembay for specifics at 416-233-5801. The company’s main phone number 416-233-5801 will be terminated as of June 30, 2012, however, 416-233-5805 will remain active for administrative purposes. The company’s mailing address and Bob Sembay’s e-mail address ( robert@northqueenauto.com ) will remain the same. CAR Management Solutions will still maintain an office at this location.

2500 repairers join Car-Part.com’s new recycled parts market in first 50 days CarPartPro.com is a new marketplace designed to serve the needs of the collision and mechanical repair industries by simplifying the process of finding quality recycled parts. Shops and appraisers choose their desired delivery time, warranty, recycler certification, and part quality, along with other service levels, and see only those parts that fit cycle time and other requirements. The results show parts with all-inclusive prices including the requested service levels. “The 2500 professional repairers who joined CarPartPro.com in our first 50 days are validating our vision that shops’ and appraisers’ online parts store needs to be simple and show buyers only parts that meet all of their needs, while providing instant access to sellers’ staff,” said Jeff Schroder, Co-Founder and CEO of Car-Part.com Recyclers’ local delivery times are fastest when parts come from the warehouse, but when parts are still on a vehicle the delivery times can vary based on the dismantling process. Some recyclers have robust overnight shipping networks and often can deliver a part next-day from their distribution networks. The buyer simply chooses when the part is needed, and all parts meeting that delivery selection will show in the results. If you see parts from an unfamiliar recycler, Car-Part has three certification levels: gold, silver and bronze. These certifications deal with services recyclers offer to professional buyers. Car-Part Gold certified recyclers offer a one year warranty option, have a 30 day refund policy, deliver parts to professional shops, grade parts using ARA international part grading standards, and disclose whether their body part pricing system uses actual or undamaged pricing. Car-Part Pro offers a summary of a recycler’s certifications, affiliations, and business practices. By integrating real-time communication into the workflow, Live Service allows buyer and seller to communicate their needs quickly and efficiently while maintaining a written record of the transaction. Car-Part Pro can be integrated into third party applications such as workflow, estimating, and shop management. Car-Part Pro is available at no charge to professional collision and mechanical shops, as well as recyclers subscribing to the Car-Part Gold service. Insurers receive a 90-day free trial. For more information about Car-Part Pro or to sign up, please visit CarPartPro.com or call 859-344-1925.

OARA announces scholarship recipients The Board of Directors of the Ontario Automotive Recyclers AsMohammad Abdulrehman Siddiqi, Roshan Hudson and sociation (OARA) are pleased to announce the recipients of the Victoria Hai Quynh Lam from Standard Auto Wreckers post-secondary education funding for 2012/2013. • Nathan James Archer Furtado from Thunder Bay Auto Parts The fund is available to the employees of Direct Members to pursue For more information on OARA and the scholarship program, post-secondary education or apprentice opportunities. The 43 sucplease visit oara.com. cessful applications are sharing in over $34,000. In the past three years, the association has dispersed $130,000 to students and apprentices. This year’s recipients are: • Dylan Matthew Blom and Victoria May Blom from 400 Auto Wreckers • Victoria Nufrio from Abe’s Auto Recycling • Amanda Faith Robertson, Shannon Lynne Heslop and Wilson Raymond Nixon from Andy’s Auto Wreckers • Joel Ross Corbin from Arnprior/Ottawa Auto Parts • Charlene Sanjana Prasad, Christopher Charles Tayler, Joanna Beatrice Di Rosa, Navasha Bavena Presuad and Paul MichealAngelo Russo from Carcones Auto Recycling • Emily Anne Wyatt and Lauren Wyatt from Corey’s Auto Wreckers • Lacey Rachel Drisdelle from Dom’s Auto Parts • Mitchell Allan Roberts, Nathan Lee Smith and Nicholas Bradley Roberts from Durham Auto Parts • Christopher Michael Bragg from Freelton Auto & Truck Parts • Carleigh Dawn Bilyea and Rachel Bilyea from Hank’s Auto Wreckers • Rebecca Jane Rockery from Hank’s Auto Wreckers • Emberly Janette Schumacher and Kevin Martin Doherty from Logels Auto Parts • Dustin Michael Robinson from You know Green Recycled Parts are great parts without sacrificing performance or McGregor Auto Parts for the environment, but you might not quality, you’ll be showing that you really care • Jennifer Theresa Godin from Miller’s realize they’re actually a great way to build about what’s important to them when they Auto Recycling (1992) Ltd customer loyalty and goodwill... and more shop for car repairs. • Catlin Kalman Charles from repeat business. So next time, offer them the choice of Green Modern Auto Parts Recycled Parts... It might just be the start of When you offer them an alternative that will • Carl-Antoine Ghyslain Gaudreault from the a beautiful lifelong relationship. save them about half the price of new OEM Ontario Automotive Recyclers Association • Keith Edward Gallagher from All our members are certified by a third-party independent audit to meet Parkway Auto Recyclers the standards of the Canadian Auto Recyclers' Environmental Code. • Renee Michelle Laframboise from Rock City Auto Parts • Luc D. Mondor, Mariane Villeneuve, Rosalie Please visit www.autorecyclers.ca to locate Green Jeanne Murton, Sarah Madeleine Murton and Theresa Marie Munroe from Sonshine Auto Parts Recycled Parts for your vehicle or find an ARC member near you. • Alanna Marie Ticknor, Alia Ummeyhaney Siddiqi, Daniel Menna, Lisa Lam,

You might be surprised at the reaction you get when you offer customers

july 2012 collision Repair 69

LKQ Pintendre Autos celebrates 40th anniversary

Over 80 members of industry attended the recent celebrations for LKQ Pintendre Autos 40th anniversary.

LKQ Pintendre Autos is celebrating its 40th anniversary this year. The official celebrations were launched with an Industry VIP Cocktail reception. Over 80 industry leaders, insurance execs and government officials attended the reception held at LKQ Pintendre Autos in Pintendre, Quebec. The original owners of the company were also in attendance. The business was sold to LKQ Corporation in July of 2007. LKQ Pintendre Autos has announced that they will run several customer promos throughout 2012 to celebrate the 40th anniversary of the company. The auto recycler will also host an an open-house event in September. Over 600 clients are expected to attend. For more information on LKQ Pintendre Autos, please visit lkqpintendre.com.

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.

MPI to directly source recycled parts Manitoba Public Insurance will begin directly administering recycled parts sourcing, effective Dec. 1, 2012. MPI has announced that it will not be renewing the current contract with the Recycler’s Central Office when it expires on Nov. 30, 2012. This decision follows a review of the Corporation’s Recycled Parts Program. During the review, MPI consulted with the executive and members of the RCO, auto recyclers who are not members of the RCO and members of the collision repair industry. MPI also conducted analysis on the use of recycled parts and industry trends. This operational change is expected to provide more value to Manitobans through expanded participation by recyclers in the Recycled Parts Program, improved governance and other process improvements, according to a statement by Ted Hlynsky, Vice-President of Claims Control & Safety Operations for MPI. Two committees will be established to support the transition. First, an internal committee, comprised of individuals from across MPI, will develop a detailed plan that outlines roles, responsibilities and timelines for implementation. The plan will also address requirements in terms of technology, staffing and operating policies and procedures. In the longer term, a Recycled Parts Liaison Committee will be created with representatives from the recycling industry, the collision repair industry and Manitoba Public Insurance. This liaison committee will address issues to improve the Recycled Parts Program, including the development of an accreditation program, implementation of process improvements, and identifying new technologies. Further information will be posted on the Manitoba Public Insurance Partners website at mpipartners.ca.

Celebrating

45 YEARS of

Great

SERVICE QUALITY!

FullService Richmond Hill

905-773-5806

195 Snively Street, Richmond Hill

SelfService Newmarket

905-954-0002 3518 Davis Drive, Newmarket

visit us online @ www.htar.ca

70 collision Repair collisionrepairmag.com

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

parkwayautorecyclers.net

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

Auto recycling sponsored team takes silver medal The Ontario Automotive Recyclers Association (OARA) sponsored the Forest City Boys U15 volleyball team this year, in an effort to help them attend and participate in the Canadian Open volleyball championships held in Toronto. The boys came together as a team at the right time, entering the tournament ranked #8 and summarily beating the top teams from Alberta, Manitoba and British Columbia respectively before losing to the top ranked Ontario team. “It was a great effort by the boys and I think they went farther than they thought they could. That’s the essence of sports and business you never know how great you can be until you try,” said Steve Fletcher, OARA Executive Director, whose son Benjamin plays on the team.

Silver and proud: The OARA-sponsored Forest City Boys U15 volleyball team poses for a photo after the final championship game.

Solera acquires actual systems Solera has announced that it has acquired Actual Systems through a series of transactions. Actual Systems is a global provider of premier parts recycling yard management systems that are sold under the “Pinnacle” brand name. The Pinnacle software applications are used by parts recycling yard operators to manage daily operations and trade recycled parts. Actual Systems has successfully expanded beyond North America and penetrated Australia, the United Kingdom, the Netherlands, Ireland and Spain. “Acquiring Actual Systems forms another leg of the strategic parts platform we are developing in North America,” said Tony Aquila, Solera’s founder, Chairman and Chief Executive Officer. “Further, the acquisition provides us with additional opportunities to create value for our clients and increase revenue per transaction for Solera operating entities outside of North America, especially as more countries embrace green parts recycling alternatives and engage in cross-border parts trading.” For more information on Solera Holdings, please visit solerainc.com.

416-769-1133 monsterautowreckers.com

USED AUTO PARTS EXPERTS

Find Used Parts in Your Area with Our Auto Parts Locator! Ask Us About Our FREE Car Removal Service!

Telephone Fax

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

905-789-9313 905-789-9311

aadco.ca

38 Hansen Road South Brampton, Ontario L6W 3H4

Auto Parts

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

113 McCormack St Toronto, ON M6N 1A1

AUTO WRECKERS .COM

july 2012 collision Repair 71

recycling i

SimplifyingClaims CarInspector.us helps diagnose key problems.

By David Gold

very once in a while a company comes along and changes the way we do business. For auto recyclers, CarInspector.us is the go to company when we need to better understand and make sense of our auto part warranty claims. Auto recyclers traditionally have to deal with all makes and models of vehicles and it is therefore impossible to be an expert across the board when a problem occurs. So we have turned to CarInspector.us to diagnose key problems and gain clarity when an issue arises with the sale of our part. I reached out to their CEO, Jim Stone, to help paint a clearer picture of the importance of the services they provide and reasons we need them. David Gold: What is the background or story behind the starting of this company? Jim Stone: I started out doing inspections locally for extended warranty companies and insurance companies. As I traveled to the different shops, I met mechanics interested in what I did and recruited them so I didn’t have to travel as far. By

2004 I had inspectors throughout the United States and Canada. In 2006, Weaver Automotive approached us about advising them regarding mechanical claims. We had previously only been doing inspections where we basically verify if something is failed or not. Advising on warranty issues was outside the scope of our inspections. So, we began advising Weaver on their warranty claims. Within a year we were providing warranty claims advice to several salvage yards. Today, we offer the same services throughout the United States and Canada. DG: What is the actual process from the time a claim is submitted to when it is resolved? JS: We will have the shop provide details about their installation and equipment and have them send us supporting documentation. We compare the shop’s installation practices with those of the manufacturer and the warranty of the recycler to determine if the shop installed the part correctly. If the shop did not install the part properly, we send the claim back to the recycler with a recommendation that they have no in-

Quality Used Auto Parts! www.sonshineautoparts.com

• Computerized inventory and nationwide locating service • Specializing in late model auto parts for all makes • 120 acre salvage yard

1-888-834-3666 t: (613) 833-1200 f: (613) 833-1250 2104 Dunning Road, Cumberland, ON K4C 1M1

72 collision Repair collisionrepairmag.com

recycling i

volvement with a repair or replacement. If the shop did install the part properly, we assist them in diagnosing the part with the goal of affecting a repair. DG: What is the average turn-over time? JS: Our inspections typically occur within 24 hours of submission. Our claims management program response time averages less than five minutes during business hours and the claim is typically

to lunch when our inspector arrived, so the shop owner facilitated the inspection. When our inspector requested the pan be removed, the shop owner did so and found that there was no filter in the transmission. The shop owner was so mad that he rolled the technician’s toolbox to the parking lot and fired him as soon as he pulled in the driveway from his lunch break. That shop owner is now one

Auto recyclers traditionally have to deal with all makes and models of vehicles. resolved within a few business days. DG: What is the most interesting case you have had to date? JS: My favorite case to date is one in which the shop’s account of the installation and documentation supported that they had, in fact, replaced the filter in an automatic transmission. The symptoms that the transmission had were classic for a unit with a missing filter. We sent an inspector out to look at the unit and have the pan removed to check for the presence of a filter. The technician was gone

of the recycler’s best customers and to this day, each time we have a claim at his shop, he extends thanks for exposing his thieving technician. Thank you to Jim Stone and his team at CarInspector.us for your expertise. 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.

CANADA’S LARGEST SELECTION of • Rebuildable Salvage Vehicles • Parts Units • Theft Recoveries • Specialty Salvage

With 13 locations across Canada, all offering LiveBlock internet bidding, Impact Auto Auctions is your clear choice

LIVEBLOCK

™

IMPACT AUTOBID Calgary Wednesdays at 9:00am (403) 285-1411

Halifax Bi-weekly on Tue. at 11:00am (902) 873-3933

London Wednesdays at 9:00am (519) 457-6448

Edmonton Mondays at 9:00am (780) 955-4325

Hamilton Moncton Thursdays at 9:00am Bi-weekly Friday (905) 560-4045 at 11:00am (506) 855-5297

Montréal Québec City Thursdays at 9:00am Every 3rd Friday (450) 452-4043 at 9:00am (418) 839-0070 Ottawa Mondays at 9:00am Sudbury (613) 443-3171 Every 3 weeks on Wed. at 12:00am (705) 560-2723

MOST LOCATIONS RUNNING WEEKLY!

St. John’s Bi-weekly on Tue. at 11:00am (902) 873-3933

Vancouver Bi-weekly Tues. at 10:00am (604) 278-6556

Toronto Tuesdays at 9:00am (905) 642-2882

www.impactauto.ca

july 2012 collision Repair 73

last word

CloudcomputE Will your internet service cooperate?

CANADIAN LOCATIONS

By Mike Davey

recently had a real life experience that’s so like a horror movie I think I should try selling it to Hollywood. Let me set the scene for you. It’s 10:06 a.m. on a Saturday. I’m sitting in my living room with my feet up. My two eldest children are doing something upstairs. I’m not sure what it is, but that doesn’t matter because they’re quiet. There’s nothing expensive up there. The youngest two are out shopping with my wife. I’ve got a hot cup of coffee and all is well with the world. Then, suddenly, the internet goes down! Did chills go down your spine? How on Earth will I play time wasting games on

Franco Gobbatto of Formule One Collision recalls a time when the internet service at the shop went down: “They told me it would take over a week to get someone down. I hired someone to come in to look at it, and they informed me that everything was good from the inside but the outside line was down. After calling Bell back, they still told me it would be a week. I got another provider the next day.” I’m not trying to make the point that the internet is important to business. I’m sure you’re already well aware of that. Primitive tribes dwelling in the Amazonian rainforest already know that.

All of a shop’s data is uploaded. if the net goes down, you can’t get it. Facebook or look at pictures of cats with funny captions now? This is the worst thing that’s ever happened to anybody, in the entire history of the human race. Okay, you know I’m joking. Those things aren’t important. I’m probably better off without them in a lot of ways. Losing a source of electronic entertainment is a great opportunity to get outside, do some yard work, maybe play with the kids. It doesn’t matter if my internet goes down. It’s Saturday! I might chew through my wrists if this happened on a Monday. The office is a totally different situation. I can keep working for a bit. Make phone calls, maybe get some writing done, but sooner or later I’m going to have to send an email or post something or do some research. Thankfully I don’t experience a lot of internet outages, either at home or at work, but they were a monthly occurence when I lived in a more rural setting. Once or twice it went out for a day more. Derrick Ryan of Garland Auto Body captures it perfectly: “If the internet goes down these days, it’s like the lights going out.”

My concern is with the recent introduction by management systems of cloud based hosting. Essentially, all of a shop’s data is uploaded to the cloud. None of it is stored locally, i.e., on your shop’s computers. If the net goes down, you can’t get at it. I have absolute confidence that the software providers will install triple-redundant systems and all sorts of safeguards. It makes economic sense for them to make sure service is always running. But they don’t have any control of whether or not your internet is working. I don’t want to come off as some sort of web-based Luddite, resisting inevitable technological change. There are a lot of advantages to cloud-based computing, but why not let the collision repair facility keep copies of the data? It’s the data they gathered after all, and it just might come in handy if the internet goes down. CRM

74 collision Repair collisionrepairmag.com

Mike Davey is the editor of Collision Repair magazine. He can be reached at 519582-2960 or via email at editor@collisionrepairmag.com.

Gilles Daigle Auto Traction Inc. 301 Route 132 St. Vallier, Quebec G0R 4J0 Phone: 418-884-3273 Fax: 418-884-3831 gillesdaigle@autotraction.ca www.autotraction.ca Matthews Collision Equipment Ltd. 105 Walden Square S.E. Calgary, Alberta T2X 0R9 Phone: 403-560-6925 Fax: 403-282-3412 matthewsequipment@shaw.ca

NORTH AMERICAN HEADQUARTERS Car-O-Liner Company 29900 Anthony Drive Wixom, MI 48393 Phone: 1-800-521-9696 Fax: 248-624-9529 info@car-o-liner.com www.car-o-liner.com

Get a Grip on More Business . . . With Over 1,900 Opportunities to Eliminate Slip! Want a better way to hold on to more business? Car-O-Liner has the Truck Clamping and Support System you need to hold the over 1,900 Full Frame Cars, Trucks, Vans and Sport Utility Vehicles on the road today! Benefits of the Car-O-Liner Truck Clamping and Support System: • Vice-like clamps hold full frame vehicles tightly in place to eliminate slip. • Holding power far exceeds pulling requirements. • Decrease cycle time — no need for extra pulling and measuring due to slip. • Ideal companion to the BenchRack® frame system. • Support the entire vehicle repair process when you integrate with the Car-O-Tronic™ Vision X3 measuring system. Secure More Business . . . Get a Grip . . . Eliminate the Slip!

Are you challenged with fastening parts in unique holding arrangements? The Car-O-Liner EVO™ Anchoring and Fixturing System offers the flexibility to be built in a multitude of assemblies to meet your unique repair requirements. A universal kit that works for every vehicle year, make and model so you never have to pay fixture costs. Minimum components offer maximum opportunity to repair every vehicle that enters your shop! Total Repair Solutions for Today’s Leading Body Shops Become a Solutions Provider Today! Contact your Local Distributor.

www.car-o-liner.com | 800-521-9696

Car-O-Liner Products are Preferred by: BMW

Stay ahead of the curve in a changing world.

Changes have driven the automotive finishing business in new directions. With DuPont™ Cromax® Pro waterborne basecoat, you can speed up your operations and increase productivity, without compromising the quality of work you demand. It’s part of an integrated DuPont Refinish system designed to keep you ahead. Make sure your business stays ahead of the curve. Talk to your local DuPont Representative or call 1.800.668.6945.

Products change. High standards don’t.

The DuPont Refinish Logo, DuPont™ and all products denoted with ™ or ® are trademarks or registered trademarks of E. I. du Pont de Nemours and Company or its affiliates. DuPont Canada is a licensee. © Copyright 2012 DuPont Canada. All rights reserved.