Collision Repair magazine11#4- Anniversary Issue by Media Matters

r’s tc o lle o C

! n o iti d E

Serving the Business of the Industry

Celebrating 10 Years in the Industry

COLLISIONREPAIRMAG.COM SPECIAL FEATURE! A look inside PPG’s Green Belt Training!

SPECIAL FEATURE! The HST and Collision Repair: Now What? Serving the Business of the Industry.

Serving the Business of the Industry.

Training Station

CARSTAR’s Star For Lisa Mercanti-Ladd “good enough” is never enough.

London Calling

Out With the Old

How a new spraybooth transformed one shop’s productivity in about a month.

$4.95

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The Price is Wrong

Is the Price Right?

Pricing ourselves out of business.

the

Two years, zero customer complaints. See how.

Preventing customer extinction.

Tim Bissonnette intends to find out.

A Perfect GAme Volume 9 Number 3

Jurassic Repair

Getting on the right track.

Hear what they had to say at IBIS 2010.

86 John Street, Thornhill ON L3T 1Y2

Win an iPod Nano! See page 22 for details.

>> PLUS CSN breaks its fund raising record, Fix Auto heads east, Assured partners with WomenCertified, and much more.

touch of class

>> PLUS

AkzoNobel gets a new Canadian manager, productivity up 26 per cent, and much more!

John Scotti Automotive’s reputation for class is worldwide. Find out why.

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Volume 11 Number 4

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ts uc ! od e Pr Guid

CONTENTS

On The cover 35 TEN YEARS OF EXPERIENCE We look to the past and the future with important industry figures: the people on our cover.

Volume 11 Issue 4, September 2012

features 26 TEE TIME A round-up of the industry’s annual golf tournaments. 54 FUTURE SHOP An exclusive look inside Ken Friesen’s third facility. 56 YOUNG GUNS A new feature detailing upand-coming industry pros. 58 EXTREME MAKEOVER Lorenzo D’Alessandro’s Avenue Collision ~ CSN is revitalized. 66 BEYOND THE SALE The best jobbers have become local experts in the industry.

NEWS 10 COLLISION REPAIR 64 TOWING 69 RECYCLING

departments

08 Publisher’s page by Darryl Simmons Thank you. 28 Prairie View by Tom Bissonnette The need for accreditation.

58 YOUR ONLINE SOURCE

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

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

06 collision Repair collisionrepairmag.com

30 Point Blank by Sam Piercey Cut steak. 32 Who’s driving? by Jay Perry Time to listen up. 62 Social Media by Jonathan Barrick First impressions are lasting. 76 Recycling by David Gold Sincere gratitude. 80 THE LAST WORD by Mike Davey Cloud computing revisited.

Congratulations On Your

Celebration of 10 Years

Congratulations and best wishes to Collision Repair Magazine, as you celebrate 10 years in the publishing industry! On behalf of 3M, we would also like to take this opportunity to acknowledge all of our customers who have been selected as cover stories during the past decade.

Visit www.3mcollision.com or call 1-800-3M HELPS (364-3577) for product details.

publisher’s page

ThankYOU

PUBLISHER DARRYL SIMMONS (905) 370-0101 publisher@collisionrepairmag.com

A look at back at the past 10 years.

general manager Ryan Potts ryan@mediamatters.ca

By Darryl Simmons

EDITOR MIKE DAVEY editor@collisionrepairmag.com

hat a difference a decade makes! It s e e m s l i k e ju s t yesterday that the first edition of Collision Repair rolled off the presses. But looking over the vast array of cover stories made me realize how much time has passed and what a great journey it’s been. Anniversaries are a good time to re-

Sam Piercey who always tells things as he seems them, Tom Bissonnette whose wit and wisdom never fails to entertain, Jay Perry whose insight into management have bettered the bottom line of countless shops and David Gold who brings fresh knowledge from the world of auto recycling. Delivering excellent content is made easy because we are blessed with won-

ANY SUCCESS WE HAVE EARNED IS BECAUSE WE STAND ON THE SHOULDERS OF GIANTS. flect on the achievements, look at the advancements and regain perspective. It’s also a fitting time to pay tribute to the people who offered their good fortune and allowed us to meet this memorable milestone. First off I would like to thank those whose spirit and effort is infused in each issue, in every e-zine and our websites. Gloria Mann whose enthusiasm is transferred to all she meets, Joe Plati, our editor Mike Davey, art director Daniela Luberto and general manager Ryan Potts. Any success we have earned in the past decade is because we stand on the shoulders of giants: our writers, our subject material, our advertising partners and most importantly our readers. It’s the content that sets us apart and we are lucky to have the best columnists and contributing editors in the land. They each deliver their unique perspective and endless passion about the industr y through their columns;

derful personalities who are the leaders of this great industry. Glance through the pictures on the cover and you can easily recognize those who have made a difference to you, me and our industry in the past ten years. In this issue we pay tribute to them, hear their voices, find out where the industry has been and determine where it is heading. Most importantly, I want to thank you, our readers who consistently turn to us for news, information and content that helps make your business better. Now, over sixty editions later, we look forward to continuing to serve you by putting your needs and interests first. We’ve only just begun. CRM

08 collision Repair collisionrepairmag.com

ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com Interns Caitlin Choi, Caitlyn simmons, katherine webb, lucy mazzucco, raisha karnani COLUMNISTS DAVID GOLD, JAY PERRY, 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 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

CARSTAR Collision & Glass Centres congratulate Collision Repair Magazine on 10 amazing years!

Over 160 locations in 10 provinces.

the front end

People on the move Michel Caron named VP of Sales for Audatex Canada Director for Audatex Canada, “Michel Caron has been with Audatex Canada for eight years, and for the last five of those years he’s lead sales Michel for our Collision Caron. Repair Services division with significant growth year-over-year. Michel’s in-depth knowledge of Audatex Canada’s products and services, his ability to connect with our customers, his success in CRS and his 18 years of experience in the insurance industry make him a natural fit for the role of VP of Sales for Canada, and he is prepared to lead sales for our Insurance Claims Services division.” Michel Caron can be reached via email to michel.caron@audatex.com.

New Operations and Franchisee Developer at Fix Auto Alberta Peter Polito, General Manager for Fix Auto Alberta, is pleased to announce the addition of Tom Maple as Operations and Franchisee Developer for Fix Auto Alberta. “Tom’s wealth of expertise in the automotive sector is an asset to the Alberta region. With his drive to success and professionalism we are thrilled to have Tom part of the Fix Auto winning team,” said Polito. Maple has been involved in the automotive industry for over eight years with extensive background in operations and management. Tom He was the owner Maple. and operator of a

JDM wholesale company before moving to Park City Toyota. While filling the business office with his management role for Toyota, Maple oversaw sales, financing, advertising, inventory and reconditioning. Maple later moved to Shaw Cable Systems for a role as an Operations and Technical Service provider where he directed a national team focused on redesigning, refining and implementing training materials and processes. In addition, Maple created projects for parallel teams involving supply chain, community outreach, marketing and customer service. Before succeeding Tom Parnell, Maple started at Fix Auto earlier this year as General Manager/BDM overseeing operations for Fix Auto Calgary South Central.

10 collision Repair collisionrepairmag.com

Repair? Try Exorcism. A Volkswagen van in Oregon caught fire and drove into a house. That’s not so uncommon, but this one did it without human intervention. The rear-mounted engine spontaneously caught fire. When the f i re h a d p ro g re s s e d enough—after blowing the roof off—it caused a short that triggered the starter and released the brake. The owner has the bad habit of parking in first gear, so the vehicle started rolling up a slight grade and down the other side where it struck a house. Luckily, that’s when the fire crew showed up.

Up in the Sky! It’s a Bird! It’s a Plane! No, it’s a Fish! A vacationing woman in Ohio managed to catch a Lake Erie fish, even though she wasn’t fishing at the time. She was driving her car when she felt an impact like a brick hitting the windsheild. It turned out to be a sheepshead fish, most likely dropped by an eagle. The driver was fine, but we still have to feel a little sorry for the eagle who missed his dinner.

False Efficiency A man trying to get to a courthouse on time managed to rack up three tickets in one hour.

illustrations by katherine webb

Audatex Canada has announced the promotion of Michel Caron to the post of Vice President of Sales for Canada. In his new position, Caron will have direct responsibility of Audatex Canada’s business development across Canada. Based on his extensive industry experience, and his promotion to Vice President, Audatex Canada will be able to extend its reach and better penetrate both the insurance and collision repair markets. In his role as Vice President of Sales, Caron is responsible for maintaining a synergistic relationship between Audatex Canada’s development team, field services team, its partners and its customers to successfully implement the company’s business development strategy and expansion plans. “Michel’s proven track record speaks for itself”, says Anthony Giagnacovo, Managing

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People on the move Dave Brunori named to Collision Repair Education Foundation Board of Trustees Dave Brunori, Executive Vice President/ General Manager of Matrix System Automotive Finishes, has been elected to the Collision Repair Education Foundation Board of Trustees. The mission of the Collision Repair Education Foundation is to secure and distribute charitable donations to support endeavors that promote, qualify

and properly train employees entering the collision industry. Brunori brings over 29 years of experience in the Vehicle Refinish market and has been with Matrix System Automotive Finishes for 19 years. Brunori currently serves on the Oakland County Technical Advisory Committee – Southwest Campus. Brunori holds a

Bachelor’s Degree in Chemistry and a M a s t e r ’s D e gree in Operations Management. Being named to the I-CAR Board of Tr u s te e s i s a Dave Brunori. huge accomplishment. According to Brunori, “My passion today is to get involved in programs that drive philanthropic activities and bring awareness to the shortage of certified technicians we are facing today. I have been part of this great industry for almost three decades and it is time to give back.” The Collision Repair Education Foundation has also added James A. Fichera and William Lawrence to the board. Fichera brings more than 40 years of industry experience to the board, including 23 years as a collision repair instructor. Lawrence has more than 43 years of industry experience, currently in the role of owner and president of LC Automotive Investments, a position he’s held for eight years.

Boyd Group appoints new independent trustee David G. Brown has joined the Boyd Group Income Fund’s Board of Trustees. Brown brings more than 25 years of experience to the Board in the areas of principal investing, taxation, mergers, acquisitions, divestitures, corporate reorganizations and financings. He is currently President and CEO of Richardson Capital. Previously, he was Corporate Secretary of James Richardson & Sons, Limited, and a partner in the independent law and accounting firm of Gray & Brown. “We are excited to have David join our Board,” said Allan Davis, Independent Chair of the Fund’s Board of Trustees. “David’s depth of experience makes him a valued addition to the Fund. We look forward to his contribution to the Boyd Group’s continued success as the North American leader in automobile collision repair.” Brown also serves as a Director of Plastic Moulders Limited, Ocean Nutrition Canada, Trillium Health Care Products, and Richardson Financial Group. He graduated from the University of Manitoba law school, and is a Chartered Accountant and member of the Manitoba Bar Association. 12 collision Repair collisionrepairmag.com

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reader letters

to IONS r ULAT gazine fo is T A R s a G ly N m a r O C ai l an n Rep f insightfu ge of o i s i l l a Co RS o s cover ry! 0 YEA st ew over 1 indepth n epair indu r d an llision the co

THINKING OF

CONVERTING?

One of the biggest challenges that we as an industry are facing right now is the lack of open dialogue and collaboration between all segments of the collision repair industry. All stakeholders must work together to help make this industry sustainable for the next decade. Often directives or policy changes arrive in our email box with little explanation or collaboration. Price increases on refinish products are passed along to the repair industry; however, it may take a year or more to receive the necessary compensation from our insurance partners. The amount of total loss vehicles continue to rise. I believe this trend will continue unless we are equipped to repair these vehicles. That means more training, more equipment, the use of more recycled parts that will be profitable for the repairers while still reducing cost for the insurers. In Saskatchewan they use the highest percentage of recycled parts in Canada. Why? Because they are a more profitable alternative to new OEM. This should be a model for

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the rest of the insurance industry. We are also in the same boat as many other industries. We have an aging workforce, combined with more technically complex vehicles, aging collision repair infrastructure and the lack of training to stay current. Many in our industry struggle to keep the doors open let alone invest in training, equipment, etc. I believe that the number of collision repair facilities are shrinking now and will continue to do so in the next few years. You might say the industry is right sizing. Only time will tell if this is good or bad. Dana Alexander General Manager Dana’s Collision Center ~ CSN 369 Saint Mary’s St. Fredericton, New Brunswick Got something on your mind? Let us know. You can reach our editor, Mike Davey, via email to editor@collisionrepairmag. com or by phone to 905-370-0101.

Five arrested at Toronto chop shop By Mike Davey

There are circumstances where passing on your business isn’t laudable. A married couple and their three grown children have been arrested for running what police say was a family-run chop shop and car-theft ring. The arrests are the culmination of a six-month investigation by police in York Region. Police have recovered around $500,000 worth of stolen parts at Collision World near Martin Grove Road and Highway 401 in Toronto, Ont. One of the cars recovered was a customized Mustang that had been reported stolen less than a week before. The vehicle had already had its VIN removed and been sold. Police also recovered a stolen BMW M5 sedan and another vehicle in addition to the stolen parts. Det. Sgt. Lou Malbeuf of the York Regional Police Auto Cargo Theft Unit says the police began their investigation when they were alerted to suspicious paperwork for vehicles that had supposedly been imported into Canada from New

York State. Police started tracking down those cars and found that some of the vehicles had their VINs removed, replaced with fake VINs and sold through the alleged chop shop. “Information came in over the last six months, and everywhere we went, Collision World’s name was all over it,” says Malbeuf. “Thieves today are more sophisticated. Thieves are getting a lot more sophisticated. We see cars stolen in a lot of dif ferent ways, dupicating keys, stolen off of tow trucks. All they need is one guy who knows how to do all this.” The five family members have been charged with possession of stolen property over $5,000, tampering with a Vehicle Identification Number, trafficking in stolen property and breach of recognizance. Anyone with more information on the case is asked to contact Det. Sgt. Lou Malbeuf at 1-866-876-5423, ext. 6698 or leave an anonymous tip online at 1800222tips.com.

news

LKQ expands Promise of Protection to all parts LKQ Corporation announced in April that it would indemnify licensed auto repair shops against injury or damage caused by defective aftermarket vehicle replacement products distributed by the company. Called the Promise of Protection, LKQ has announced that the program will now cover car and light truck parts sold by the company, including recycled parts. “We set a new industry standard with the introduction of our Promise of Protection program a few months ago. Now our expanded Promise of Protection goes to a completely new level by offering product liability indemnification on a much broader range of our parts, including OEM recycled,” said Rob Wagman, President and CEO of LKQ. “Without question, this expansion of our Promise of Protection program reinforces our commitment to leading the industry in quality assurance on these parts. We are committed to providing only safe, quality products that are cost effective, environmentally-conscious, and which now come with full protection for our customers.” The program is currently in effect. LKQ will indemnify licensed auto repair shops against injury or damage caused by any defective auto or light truck LKQ product, in accordance with the terms set forth in the Promise of Protection. This expanded product liability protection supersedes LKQ’s previous Promise of Protection. According to LKQ, the Promise of Protection provides the strongest quality assurance protection in the aftermarket and recycled automotive replacement parts category.

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Health risk assessment clears shop towels An initial health risk assessment of laundered reusable shop towels by the international environmental engineering firm ARCADIS indicates that using laundered reusable shop towels creates no health hazard. ARCADIS’s risk assessment indicates that metals that remain on shop towels after laundering are not readily transferred to the hands of workers who use shop towels. As such, they create no health hazard, countering speculation to the contrary. There are plans to expand the research beyond the initial sample of shop towels from 10 locations to further verify conclusive evidence that these clean reusable products do not harm workers. ARCADIS measured metal traces in laundered towels and increased the scope of testing to include leachability tests using “synthetic sweat” to estimate residual elements that could be freed when they are used. From this leachate, the firm determined the amounts of each metal a worker might be exposed to based on factors including skin contact and hours worked. The potential hazards associated with such exposures were assessed. This independent research found either zero detectable risk from the transfer of these metals or a level that would be considered insignificant. “Reusable cloth shop towels have been used by millions of workers for more than 100 years with no indications that clean shop towels have any impact on worker health,” said Joseph Ricci, TRSA president and CEO. “By measuring leachate, and not relying on modeling, ARCADIS realistically portrayed the minuscule amount of metals that shop towel users are exposed to, reaffirming our confidence there is absolutely no risk to users. We look forward to gathering more independent data using this comprehensive protocol to increase con-

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Shop towels look innocent, but metals can remain even after laundering. However, a new study indicates that those metals are not readily transmitted to workers who use the towels. Photo appears courtesy of ERC Wiping Products.

fidence that clean reusable textiles pose no health risks.” Ricci indicated that the ARCADIS research turns the table on disposables marketers with regard to their product’s impact on human health, as “it has long been recognized that many disposable towel users are out of compliance with solid waste rules. Such wipers containing hazardous wastes may be illegally placed in regular dumpsters with other trash, presenting a health and safety risk to solid waste handlers.” In contrast, a contaminant on a reusable shop towel poses no public threat because filtrate disposal and wastewater discharges are strictly regulated. The ARCADIS study tested shop towels from randomly selected facilities. ARCADIS went significantly further to assess any health risk from reusable towels by conducting leachability tests to more accurately measure any potential transfer of metals that could pose a health risk.

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Fix Auto’s Bessette, Duplantie finalists for Quebec Entrepreneur of the Year Guy Bessette and Manon Duplantie of Fix Auto have been named as finalists for Ernst & Young’s Quebec Entrepreneur of the Year Award. The awards shine the spotlight on game-changing entrepreneurs who continue to drive sustainable growth and job creation across the country. “It’s important to highlight all the potential our entrepreneur s har ne s s and share with our markets and communities,” explains Francois Dufresne, Par tner at Ernst & Young and Quebec Director of Entrepreneur of the Ye a r. “ R ewa r d i n g suc c e s sful e ntre preneurs means recognizing not only their contribution to the e c onomy, but the Guy Bessette. we l l - b e i n g o f o u r society as well.” According to the recent Ernst & Young report, Global job hot spots: help wanted, entrepreneurs expanded jobs in Canada — and globally — by 16 per cent in 2011. As well, 57 per cent actively support community services and 25 per cent have created or funded educational programs. Entrepreneur of the Year celebrates the contribution and spirit of entrepreneurs everywhere. The Canadian program is in its 19 th ye a r of hon ouring the country’s most impressive entrepreneurs from all areas of business. Award finalists are chosen based on their vision, leader ship, financial success and social Manon Duplantie. responsibility. The Quebec winners will be announced at a banquet on October 25, and the overall winner will represent the region at the national gala in Toronto on January 16, 2013.

Assured Automotive entertains at annual BBQ Even busy employees were able to enjoy Assured Automotive’s Industry Appreciation BBQ this year. The annual lunchtime event was hosted at Assured Automotive’s Mississauga City Centre shop, one of the company’s 36 in the GTA. Enterprise and Discount supplied vans to shuttle people to and from other offices. A tour of the location launched the event, followed by a day of grilled goods and gathering for the 300-plus crowd. “We have been very fortunate over the years to have forged so many amazing relationships throughout this great industry,” said Des Browne, Assured Automotive’s Director of Insurance & Client Relations. “We are always thrilled and thankful to see so many people come out and join us for this event.”

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Ontario College of Trades to oversee all skilled trades By Caitlin Choi

The Ontario College of Trades, the first of its kind in North America, and maybe in the world, may soon govern all skilled trades across the province. The College of Trades is not a training institution, as a community or trade school is. It is a regulatory body, similar to the College of Teachers, the College of Nurses or

the College of Physicians and will operate at arm’s-length from the government. Marilyn Tousaw, owner of National Automotive in Prescott, Ontario, said she can conceive of both positive and negative effects. One concern Tousaw has is in regards to the compulsory membership fee that funds the college.

18 collision Repair collisionrepairmag.com

“With the kids coming in from school, they can’t produce the same as an already registered technician,” she said. “So we’re putting ourselves out by hiring an apprentice. We know we’ll lose a certain amount of proceeds, so a fee will only further the loss. It would all depend on the success of the program and the actual amount of the fee.” Membership fees are yet to be decided on, but collection will be implemented in a phased-in approach. Proposed annual fees range from $50 to $100 for an apprentice or tradesworker, $100 to $200 for a journeyperson and $100 to $600 for companies, depending on number of employees. The personal fees are the lowest for any regulatory college in Ontario. Insurance Bureau of Canada Consumer and Industry Relations Manager Pete Karageorgos said the planned college for skilled trades could mean gains for collision repair consumers. “It’s too early to tell,” he said. “But I’m hopeful it means they [the consumers] can be more confident knowing that someone has worked towards these levels of professionalism and are meeting specific standards and have professional development and education that would warrant them being a member of a College.” “The concept is that anyone who completes the requirements set out by the college is likely to benefit, not just themselves but also for the comfort level of consumers, all apprentices, certified workers (journeypersons – certificate of qualification holders) in compulsory trades and voluntary trades and employers who employ journeypersons or who sponsor and/or employ apprentices.” The Board of Governors will be made up of 21 members: four from each of the four divisional boards, four members representing the public and one representative of the colleges of applied arts and technology. The Divisional Boards will be comprised of 20 members, a chair and four members on each of the sector boards. Trade Boards will be composed of equal numbers of employees and employers, and will include unionized and non-unionized representatives. Currently sitting on the Motive Power Sector Board are Greg H. Breadman, Alexandra L. Leith, Peter Topetto and Robert R. Hicks. Kathy Cook and Rock Mongeon will serve as adjudicators. For more information, please visit collegeoftrades.ca or call 647-847-3000.

news

CollisionLink launches in Canada

Summit Software and Marketing Solutions has launched e-MarketPlace EV, a digital marketing, communications, and customer retention platform for MSO’s and repair networks. According to Summit, e-MarketPlace EV allows multi-shop owners and repair networks of any size to manage virtually every aspect of their active digital marketing and customer retention strategy and activities from a single desktop. For more information, please contact Frank Terlep at 888-377-2661 ext. 110 or via email to fterlep@emarketingsherpas.com. Ad_tools2012-4_Layout 1 12-03-29 11:42 AM Page 1

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OEConnection has announced the expansion of its online parts ordering and fulfillment solution, CollisionLink, to automotive dealerships and their collision repair customers throughout Canada. The original equipment replacement parts ordering solution will be available nationwide by October. Coinciding with the launch is the introduction of competitively-priced automaker parts programs – accessible through CollisionLink – from General Motors Canada and Ford Motor Company of Canada. In addition, Toyota Canada is launching a pilot program for Toyota and Lexus dealers in British Columbia and the Yukon. “CollisionLink has a proven track record in the U.S. for improving efficiencies, increasing parts order accuracy and reducing parts returns – all of which leads to a more productive and profitable environment for both dealers and collision repair shops. We are confident that the solution will deliver similar results, including widespread adoption, within Canada’s automotive aftermarket industry,” said OEConnection President and CEO Chuck Rotuno. The CollisionLink Canada solution and all supporting documentation, including the OEConnection Canada website, are also available in French.

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Audatex launches AutoWatch mobile app Audatex North America has launched a new Android app for AutoWatch, its web-powered repair tracking solution. The complimentary app is available now and can be downloaded at autowatch.com/mobile-app. Audatex AutoWatch gives shops a way to allow vehicle owners to view the progress of their repairs online. Repairers can upload and post digital photos along with the latest vehicle repair status information, keeping customers up to date. Now, with the new Android app, repair facilities can make these same updates via the convenience of their mobile phones. Vehicle owners can choose to receive vehicle status updates on the web, via email or text message, and can even share updates with friends via Facebook. Audatex says that AutoWatch substantially reduces incoming customer phone calls, compresses cycle times and ultimately increases customer satisfaction.

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Confidence.

Trust.

Integrity.

CSN Collision & Glass Congratulates Collision Repair Magazine on its th 10 Anniversary! 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 also be celebrating a decade of dedication to the collision repair industry â&#x20AC;&#x201C; and our own 10th anniversary. 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 www.csninc.ca

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Cop shop: Inside Peel Regional Police’s collision centre By Mike Davey

Getting cars back on the road is always a key issue, but it becomes even more important when we’re talking about police vehicles. That’s one of the reasons Peel Regional Police are opening their own collision centre. The new collision centre will operate out of Peel Regional Police’s Materials Management Centre in Brampton, Ontario. With a fleet of 700 vehicles, it’s not suprising that Peel Region’s police cruisers, motorcycles and other vehicles get into the occasional fender bender. It’s a natural consequence of driving 17.7 kilometres per year in demanding driving conditions and other situations that require split second timing.

A Peel Region Police Services’ cruiser dating from 1974 is on hand at the collision centre. It’s sometimes used for special events.

“We see about 200 collisions a year, with an average cost of about $2,000,” says Scott Lindsay, Director of Materials Management for Peel Regional Police. “I sit on a committee that tries to reduce collisions. We do a lot of in-house driver training, including both mandated training for new recruits to the Police Ser vice and recurring driver training to keep those skills sharp. We review accidents frequently to see if there are any trends and see what we can do better.” Still, there are always going to be collisions when you have a fleet that size involved in the often dangerous world of police work. Aside from collisions, cruisers are occasionally damaged by suspects resisting arrest and other causes. T he new collision repair facilit y ha s three bays and top of the line equipment from Garmat and Wedge Clamp. A paint line has not been chosen as of yet. The full-time staff for the collision centre will include a supervisor, two technicians and a painter. Depending on capacity, the facility may work on other Peel Region vehicles as well, such as those from the Public Works Parks department.

Cares

Scott Lindsay, Director of Materials Management for Peel Regional Police and Roger Turmel of AutoQuip. AutoQuip supplied paint booths and other equipment for the new facility.

In addition to the collision centre, the Materials Management Centre has a fully functioning automotive mechanical shop where each vehicle is serviced every 5,000 kilometres and a communication garage to handle all the vehicle’s radios and computers. It’s also the location of the Quartermaster stores, supplying uniforms, body armour and other police equipment. In a way, it’s one-stop shopping for Peel Region’s police officers. “We provide services to our customer,” says Lindsay. “Our customer is the police officer. The officer’s customer is the public. We can’t let any links in that chain break.”

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 Staff, along with several of Assured’s Dealer and Insurance Partners, recently participated in the seventh annual Big Bike in support of the Heart and Stroke Foundation. At Assured we believe that our staff is the key to our success. To this end, we thank our staff and business partners for their commitment to Assured and the communities that we serve.

Brokers, Agents, Halton Honda, Burlington Hyundai and Assured Burlington staff.

Assured Automotive would like to congratulate Collision Repair magazine on 10 years of top-notch coverage of the collision repair industry. Here’s to the next 10 great years!

assuredauto.ca

“ t r a i n iinngt oi sd aeys’ ss ei nn dt iuaslt r y 22 collision Repair collisionrepairmag.com

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A N D C O AT I N G S

INDUSTRY EVENTS

TEE TIME! Assured Automotive for MPCF

Second Annual Rick Berg Invitational Golf Tournament

Assured Automotive teed off for a good cause this summer. For the company’s seventh annual golf tournament, they raised around $15,000 for the Michael Pinball Clemons Foundation, a philanthropic organization based out of Toronto. The tournament was held amidst at Royal Woodbine Golf Club in Toronto. Co-founder of MPCF Natasha Borota was in attendance and spoke to the 40plus executives, partners, agents and staff of Assured Automotive who gathered for the event. For more information on Assured Automotive, please visit assuredauto.ca.

It was a stunning tribute to a true champion of the industry as stakeholders came together recently for the Second Annual Rick Berg Invitational Golf Tournament. The tournament was held to honour Berg’s memory and to help raise awareness and research funding for epilepsy. Berg passed away in April 2010. He was known to many in the industry through his work for 3M Canada and his seat on the Automotive Industries Association board of directors. The tournament took place at the Forest City National Golf Club in London, Ontario. Last year’s tournament was held at the same location and managed to raise over $60,000 for Rick Berg House,

1 John Leeder of Yorkdale VW, Tony Canade of Assured Automotive and Jay Singer of Discount Car & Truck Rentals. 2 James McIntosh of Desjardins, Ken Beacham of First General and Des D’Silva of Assured Automotive. 3 Lucio Biasucci, Rob Calitri, Martin DaSilva and Morris Chensue of The Dominion. 4 Tony Mammone of RBC, Miranda Lopiccolo of RBC and Keith D’Silva of Assured Automotive (standing). 5 Miranda Lopiccolo of RBC and Rodney D’Silva of Assured Automotive.

1 Don McLeod of 3M. 2 Darryl Simmons of Collision Repair magazine, Darcy Backman of 3M and Darrin Heise of PBE. 3 Eric Leveille, Sean Basilio, Bill Suzuki and Tara Evans of 3M. 4 Ready to roll! 5 Hitting the links in classic style!

CARSTAR’s Annual Golf Tournament for Cystic Fibrosis Canada CARSTAR’s staff and partners have done it again, this time raising over $20,000 for Cystic Fibrosis Canada. The fundraising method this time around was the network’s 20th Annual Golf Tournament, which took place at the Beverly Golf & Country Club in Copetown, Ont. CARSTAR also raises money for CF Canada and the FrightLites campaign. Ne ar ly 1 5 0 f r an ch i s e p ar t n e rs , CARSTAR staff and other partners came out to support the network’s efforts to raise funds for Cystic Fibrosis Canada. For more information on CARSTAR, please visit carstar.ca.

3 5

4 1 Mike Jerry of Mitchell and Jack Kaakahdjian of Gore Mutual Insurance. 2 Rick Yates of CARSTAR. 3 David Gilmer of CF Canada, Tammy, Darrin, Mikayla and Madison Strong and

26 collision Repair collisionrepairmag.com

Sam Mercanti of CARSTAR. 4 Patricia Gluchowski and Julie GougeonMichaud of RBC and Karen Rush of CARSTAR. 5 Nancy Ng, Dave Smith and Louis Tremblay of AkzoNobel.

INDUSTRY EVENTS

The industry’s annual golf tournaments are all about giving back. By Caitlin Choi

The Ron Morton Memorial Golf Tournament the new home for the Epilepsy Support Centre in London. The organizers would like to thank sponsors Chase Auto Body Supplies, the Bennett and Berg family, 3M, HSBC, Branton Advertising, Uni-Select, ReMax, UAP, G.D. Boyd & Associates, Kayser Family Foundation, London Community Foundation, AIA Canada, I-CAR, PPG, Accolade Reaction, New Era Grafix, Cotton Candy, Golf Town and Across Canada Warehouses for helping to make the event a success.

It was a fitting tribute to a man whose passion for the industry created a legacy. Ron Morton, who passed away earlier this year, was honoured at a recent golf tournament at Glen Abbey in Oakville, Ont. At the tribute dinner, Greg Morton paid homage to his father with more than 100 industry leaders in attendance. “Ron built a business that is respected across North America. He worked hard and played hard. He was devoted to our family and never missed an opportunity to help,” said Morton, who currently serves as the President of Dominion Sure Seal. The Ron Morton Memorial Golf Tournament, sponsored by Dominion Sure Seal, raised over $4,800 for lung research, thanks to the generosity of attendees. Ron Morton was an inspiration to many of those who met him. He started Dominion Sure Seal in 1971 and led its growth over the years to make it one of North America’s leading suppliers serving the collision repair industry. He made a lot of friends in the industry along the way, and was often referred to as a visionary. For more information, please visit dominionsureseal.com.

Some of the attendees (and prize winners!) who helped to make the Ron Morton Memorial Golf Tournament a smashing success.

CSN Collision & Glass for Make-A-Wish Canada Members of CSN Collision & Glass, partners and special guests teed off recently at the beautiful Piper’s Health Golf Club in Milton, Ont. This was the sixth annual golf tournament organized by the network. CSN Collision & Glass took the opportunity to raise money for its national charity of choice, Make-A-Wish Canada. Make-A-Wish Activity Cards were sold for $30 per golfer or $120 per foursome at the registration desk, allowing guests access to all activities and chances to win the tournament prizes, as well as helping out a great cause. For more information on CSN Collision & Glass, please visit csninc.ca.

1 Chris Tuma of RSA Insurance and Jay Hayward, Director of Operations, CSN Collision & Glass. 2 Adrian Ingoglia of Automacs Collison ~ CSN and Robby Robbs and Julio Bruno of Glen Merritt Collision ~ CSN. 3 Gloria Mann of Collision Repair magazine, Dave Hawthorne of 3M, Keith Hayward and Jordan Ramsden of MPX Data Systems. 4 James MacIntosh of DGIG, Marcus Sarnovsky of Enterprise Rent-A-Car and Chris Tuma of RSA Insurance.

september 2012 collision Repair 27

prairie view

theComingstorm Demand rises for accreditation and elevated auto repair standards. By Tom Bissonnette

e finished a couple of nasty repairs at our shop this past week. Both jobs had been in previous accidents pretty much in the exact areas that we were repairing. Structural members had been spliced (they shouldn’t have) and panels had been poorly welded, not to mention in the wrong locations, with a MIG welder. Needless to say both jobs were a lot of extra work, both in repairing them and in documenting the previous damage to protect us from any future liability. It got me thinking about repair standards and the lack of accreditation in the collision repair industry. Really, how many shops have taken the time to invest in spot welders, computerized measuring, I-CAR training and learning where to access OEM repair standards so that their technician can do a proper repair? You have no doubt heard of the 80-20 rule, as it is fairly well entrenched in the industry – it’s where

28 collision Repair collisionrepairmag.com

80 per cent of the effects come from 20 per cent of the causes. It is not inconceivable that only 20 percent of Canadian collision repair facilities have kept up with the technology to repair today’s cars. I know from my travels across the country speaking to shop owners and managers that very few have made the investment in equipment and training that is necessary to confidently repair the vehicles being manufactured today. Why is that? Could it be that insurance companies aren’t demanding to see that each and every one of the shops that repair their claimant’s vehicles meet the standards that new vehicles demand? Is it possible that shops simply cannot afford to pay for the proper training and equipment because of low door rates and inefficiencies within their own businesses? Whatever it is, I think the day is coming that somebody steps up and demands some sort of accreditation, in terms of equipment standards and

prairie view

training that shops have to meet to do structural work on crash damaged vehicles. In Saskatchewan, we have a flimsy accreditation agreement – flimsy because it has not been enforced – but at least we have something. Earlier this month I talked to the VP of one of Canada’s largest independent insurance companies and asked the question: Do you have an accreditation

to. In fact, I think insurance companies send a lot of work to shops like this for that reason. The fly in the ointment is that the main stakeholder – the insured – is being sent unwittingly to a shop that will potentially do improper, unsafe repairs to their vehicle, resulting in a vehicle with a diminished value and possibly an unsafe repair that could have severe consequences.

is a national accreditation program set up by the collision industry on the horizon? program in place that qualifies each and every one of your direct repair program shops? The VP answered that it was not their place to impose accreditation on the collision shops; it should be up to the industry to police itself. Really? Are you kidding me? Remember the 80-20 rule? Roughly 80 per cent of shops do not want any type of accreditation standard to be accountable to because they wouldn’t qualify. I think insurance companies like shops like these. They are easier to control and pay a lower door rate

So, is a national accreditation program set up by the collision industry on the horizon? Or will we have to leave it to the insurance companies, OEM manufacturers or the government to clean up? 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.

september 2012 collision Repair 29

point blank with piercey

cutsteak Finished trimming the fat? Keep cutting to the bone. By Sam Piercey “Our Focus is Spray Booth Filters!”

’m not going to sugarcoat it. Things are looking pretty grim for the collision repair industry. I’ve been in the business for over 40 years and I’ve never seen people looking so down. A lot of shops have closed, and from what I’ve heard a lot of others will be closing soon. You would think with fewer shops, there would be more work to go around, but that doesn’t seem to be the case. Are we still faced with too many shops and not enough work? It’s not just the collision repair shops that are feeling the pinch. Naturally our suppliers are suffering too. Jobbers are

of you. They’re not just stopping you from hitting it, they’re preventing you from getting into situations where you might hit it. This technology isn’t just coming, it’s already here and we have to accept that and deal with it.

Total Losses

We’re all seeing a lot of total losses coming into our shops. This isn’t great for us, but it does mean your local auto recycler might have more access to parts. As one of our suppliers, they’re probably suffering as well. The only good thing about this is that if you have to buy a front end, they

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usually locally owned and operated and they tend to operate on pretty thin margins so they can offer us the best prices. They don’t have much fat to trim. Even big companies are being affected. I’ve heard that a lot of the big paint companies and other supplier manufacturers aren’t meeting their targets. That might mean layoffs for their workforce down the road. Some of these are big operations with hundreds of employees. Mass layoffs at even one large plant has a huge effect on the local economy. Hell, layoffs at just one shop has an effect on the economy. Put it all together and it’s not a pretty picture.

Big Changes

There have been a lot of big changes in the auto industry and even bigger ones are coming down the road. There are cars with automatic systems that will decide you need to break RIGHT NOW to avoid an accident. Some cars are parking themselves, so you’re not backing into the car or tree behind you. There are even some cars that have sensors that will stop you from following too close to the car ahead

30 collision Repair collisionrepairmag.com

might have it and you might get a better discount. That’s the only ray of sunshine I can see from increased total losses. So how do we survive? People will tell you the answer is to go lean. That’s great and you should definitely get cracking on it. But what do you do when you’re already as lean as can be? When there’s no more fat to cut off the end of the steak, the only thing you can do is start cutting off pieces of steak and at the end there may not be any steak left for you. Now, more than ever, take a microscope to your bottom line. Ask yourself if you’re carrying too many people, watch the percentages and make sure they stay in line. Most importantly, get out there and drum up new business. There’s an old saying about what the tough do when the going gets tough. Brothers and sisters, it’s time to get going. CRM Sam Piercey is the co-owner of Budds' Collision Services in Oakville, ON. Sam is a long-time Coyote member and sits on many boards and committees. He can be contacted at sam@buddscollision.com.

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september 2012 collision Repair 31

who’s driving?

listenup! Active listening puts you in the driver’s seat when it comes to leadership.

By Jay Perry

have written in the past about the importance of what is sometimes called “Active Listening.” It’s a technique of listening on a deeper level, to the point that you’re able to repeat or rephrase what an individual has said. I was pleased to find an article in the Harvard Business Review by Ram Charan, posted on June 21, that further addressed the issue of how this important aspect of leadership is still eluding one in four leaders. This fact is totally shocking. Why? Because the costs associated with insufficient listening can be devastating. Imagine the great ideas that go ignored because someone in a leadership role isn’t listening well enough – and how much that lost opportunity is worth. Imagine the frustrations of underlings

you must work on in every situation, every day. It takes great focus and patience. Your brain works at about 400 words per minute, but the average speaker only speaks at about 120 words per minute. Do you see the problem? Your mind wanders off during those spaces.

Fighting Your Own Brain

More than two thirds of the time you spend listening, your brain is filling up with thoughts that might not be related to what is being said. Your brain works hard to defend the status quo, rejecting anything that it perceives as being in conflict with current beliefs. It is subconsciously saying, “This is not right because I know from the past that …”

how will they react if they are constantly ignored? with the non-listening leader. How will they eventually react if they feel constantly ignored? What are the costs acquired, especially if they decide to go into (or work for those in) competition with you?

It’s Everywhere!

This phenomenon isn’t just with employees, it happens with customers, suppliers and other resources that business leaders have. In the current marketplace don’t you have to watch the pennies? Of course you do. You should watch them all the time. So what ideas are out there for cutting costs? I was with a couple of business leaders yesterday and one was in that mode of not listening to some very sound advice. He was more interested in defending the status quo and running through familiar excuses for his unwillingness to listen. “Not enough time for this.” “Only so many hours in the day.” “The workers won’t support contributing to the company.” Sound familiar? Give it some thought. So what to do about it? Active Listening is a technique I was taught many years ago and I still do not consider myself accomplished. It is something that 32 collision Repair collisionrepairmag.com

So allow the individual to say a few sentences then politely interrupt with a rephrasing of their thoughts in your words. This also has the sidebenefit of communicating to the speaker that you understand their position, as well as relieves them of constantly having to repeat themselves.

Proud OR Wise

If you have to, make note of the key points you hear and then go back to them as references when you’re reiterating what you have heard. If there are things that you do not fully understand, ask for a more in-depth explanation. Don’t be too proud and miss key points. Remember everyone can teach us something. Those that learn from those “anyones” are 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 email at jayperry@a-b-c-inc.com.

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Congratulations Collision Repair on your 10 th Anniversary

HOW TO CHOOSE

yOur

network ?

Choosing a network is an important decision. Fix Auto has put together this exercise to make it easier. Rate three networks, and compare the results.

Rate the networks from 1 to 10 on each of the following criteria, then add up the totals. 0 points — hopeless

6 points — good

2 points — weak

8 points — very good

4 points — average

10 points — excellent

Networks > 1

Leadership

Network image

Customer service

Freedom of action

Member selection

Commitment

Training and support

Relations with insurers

Marketing

10 Innovation and technology

total per Network / 100

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

Giants of the industry on the past 10 years and the way forward.

By Mike Davey

hat an experience! As I write this, I’ve just completed the final interview for the article you’re about to read. I’ve spent most of the last three weeks talking to people all across the country about what’s new in their business and their outlook for the industry in the years ahead. We reached out to the people that have appeared on the cover over the last 10 years, and many of them replied with their thoughts on where we have been as an industry and where we need to go to make sure the collision repair business is a sustainable one. There’s a wide range of opinions presented over the following pages. There are points of view you’ll agree with and points of view that you’ll disagree with. It’s important to remember that this doesn’t necessarily mean they’re wrong. Pay special attention to the people you disagree with. They’re the ones with the most to teach. In closing, thank you for letting us tell your stories for the last 10 years. We’re looking forward to the next 10 and beyond. september 2012 collision Repair 35

Lorenzo D’Alessandro 427 Auto Collision ~ CSN 1#1

Gino Mascarin Mascarin Collision Centre ~ CSN 1#2

D’Alessandro was the first person to ever appear on our cover, but he’s hardly been resting on his laurels in the last 10 years. The business, not exactly small to start with, has grown over the last decade. D’Alessandro believes that insurance relations, marketing and lean processes have contributed to growth. In addition, there’s also his membership in Collision Solutions Network, a network he helped to found around the same time as Collision Repair magazine was being produced. He also credits dealer relationships and factory authorized repair certificates as part of his facility’s success. There have certainly been a lot of changes in the last 10 years. D’Alessandro sums them up for us: “There’s been a lot of consolidation of insurance companies,” he says. “There are higher expectations in performance and compliance. DRP programs are constantly changing and evolving, and there are more KPIs that we have to keep an eye on.” In other news, D’Alessandro recently acquired another facility. You can read about the extensive renovations they’ve done on page 58.

Mascarin’s Collision Centre has see quite a few changes since 2002. “One of the biggest changes has been the loss of my father, Silvio, who was instrumental in the success of Mascarin Collision Centre and the heartbeat of our business,” says owner Gino Mascarin. There have also been some big changes in the insurance industry which have impacted us and forced us to continually adapt yet still keep the quality that is expected.” “It seems as though Toronto is the active area for the insurance industry and we here in Thunder Bay have felt somewhat disconnected from the industry happenings, especially since many adjusters are not located within Thunder Bay. The partnership with CSN has helped us stay connected to the industry and feel more involved in decisions that affect us,” he adds. “We at Mascarin’s continually strive to improve our system and maintain quality. Certain segments of lean manufacturing principles have been introduced into our facility which has allowed us to improve on our current framework yet still keep our traditional vision and values.”

REmo mercanti Ontario Auto Collision CARSTAR 1#4

DAna alexander Dana’s Collision Centre ~ CSN 1#5

CARSTAR Automotive Canada was already a going concern when Remo Mercanti appeared on the cover, but it was still a first. Not only was his facility in Hamilton, Ontario the first CARSTAR location to be profiled in our pages, it was the first CARSTAR in Canada. Those firsts are certainly significant, but it’s also worth mentioning that the facility was one of the first to begin a journey towards lean production. The facility started down that road almost eight years ago. It’s been a process of continuous improvement ever since. Mercanti notes that there have been many significant changes in the collision repair industry over the last 10 years. Technological change, however, can be dealt with by making sure technicians are trained and equipped. There’s one area that training can’t help with, and that’s the additional paperwork shops now contend with. “There’s been a lot of downloading of paperwork onto the shops,” says Mercanti. “We used to take 10 photos, now we’re taking 80 photos. It used to be that you’d put one note on a file, now there’s a note beside almost every line. The insurers insist on more detail, and it’s a standard that we have to meet.”

Dana Alexander may not have been the first person to appear on the cover of Collision Repair magazine, but he was the first from outside of Ontario. Alexander was a founding member of Collision Associates, a Maritimes based network that later merged with CSN. He notes that although much has changed over the years, there are issues that the industry is still grappling with. “Profitability and return on investment continues to be an issue in our industry, along with a shrinking workforce,” says Alexander. “Many shops are unable to invest in equipment or training and in my opinion are unable to safely repair today’s vehicles. Now that large industrial projects have been announced for Atlantic Canada, I believe that we will see increasing pressures on our workforce as they will be lured away by wages that are above what the collision repair industry has the ability to pay.” Some factors have even increased: “There’s more pressure from the insurance community in respect to cost containment at the repairer level. All of this puts more pressure on the bottom line which is already not sustainable in many instances.”

36 collision Repair collisionrepairmag.com

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p.j. hnatiuk Canadian Auto Collision ~ CSN 1#6

yvon allard Kanata CARSTAR 1#7

julio bruno Glen-Merritt Collision ~ CSN 1#8

Ken FRiesen Concours Collision Centre ~ CSN 2#1

There have b e en a lot of c h a n g e s i n t h e c o l l i s i on repair industr y since P.J. Hnatiuk and Canadian Auto Collision made their cover appearance, but one of the most obvious is the growth of networks. This is demonstrated by the f a c t t h at C an a d i an Auto C ol l i s i on i s n ow p ar t of CSN, operating under the name Canadian Auto Collision ~ CSN. “I thought it was time to join a network and CSN has a lot of like-minded, family owned facilities,” says Hnatiuk. “Insurance companies see the strength of doing business with banner programs and their advantages when it comes to marketing and purchasing as well.” S ome challenges, however, remain the same. One of these is finding qualified staff and giving them an incentive to stay in the industry. “We have to work hard to attract young people to our indust r y,” s ays Hnatiuk. “One of the challenges is what we’re able to compensate them with. I can see that a substantial rate i n c re a s e l i t e r a l l y h a s t o happen at some point.”

Yvon Allard, owner of Kanata CARSTAR in Ottawa, is no stranger to networks and consolidation. For one thing, he consolidated his own facilities into one location. Since that time, the Kanata location has grown by almost $3 million. The decision to join a network was driven in part by insurance relations. The fact of the matter, says Allard, is that some insurers will either not deal with you or else automatically move you down to Tier II if you don’t have a banner. “It wasn’t just one insurer, it was going to start multiplying,” says Allard. “I looked over all of the networks and what they had to offer, and I went with CARSTAR.” Joi n i n g t h e C A R STA R network was a recent move, taking place in 2011. This means the facility is also one of the first CARSTAR locations to show the new rebranding. Inside and outside, the facility is visually different from other locations in the network. We live in an information economy and that’s one positive for Yvon Allard. “It is easier than ever before to get the infomration you need,” he says.

Julio Bruno is the owner of Glen-Merritt Collision ~ CSN in St. Catharines, Ontario. His facility has been part of the CSN network since the network first formed 10 years ago. When asked by what has changed in the industry in recent years, Bruno shines the spotlight on the chronic shortage of technicians. “ It c o nt i nu e s t o b e a problem,” says Bruno. “I think the situation is worse today than it was 10 years ago.” It’s not that there aren’t technicians around, notes Bruno, but they might not have the skill set needed for today’s industry. More importantly, they might not have the right attitude. “The technicians available tend to be older techs w h o h a v e n’t a d a p t e d t o new methods and new cars. As for young technicians, there is definitely a shortage,” he says. When it comes to costs, some are down, but others are way up. “The cost of parts seems to have been driven down by competition created by aftermarket and alternative parts. However, the cost of materials has skyrocketed,” says Bruno.

If the Canadian collision repair industry has a poster boy for lean, then Ken Friesen is it. The owner of three facilities in Alberta operating under the Concours Collision Centres ~ CSN name, Friesen was one of the first repairers to blueprint repairs and drive to eliminate waste. It’s unquestionably paid off. “We have grown in both sales and net profits,” says Friesen. “I would credit the lean processes, which are now seven years old to us, for the net profit gains. The sales gains have come from very strong demand in the market.” Improving performance is a passion with Friesen and that influences his views on the current state of the industry. “Insurers are becoming more performance based, and that’s one reason the network/franchise model seems to be making strong advances,” says Friesen. “It will be very interesting to see how this unfolds in the future. Individual shops can do it, but can any large group really produce the consistency that insurers are asking for?” Friesen has opened a third facility, this time designed from the ground up with lean in mind. You can read about it on page 54.

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Tony Canade Assured Automotive 2#3

bob Porter

There have been some very obvious changes at Assured Automotive since its President, Tony Canade, appeared on the cover in early 2003. For one thing, he wasn’t the President of the business at that time. For another, the number of shops has nearly doubled since then, making Assured Auto the largest corporately owned chain of repair facilities in the Greater Toronto Area. A number of factors have driven this growth, including insurer relationships and a focus on business-tobusiness marketing. “The evolution of our relationships with insurers has been a primary driver for growth,” says Canade. “There’s a drive in the insurance industry to scale back the numbers they have to deal with, so the remainder deal with them in a much broader sense.” Canade notes that although Assured Automotive may have grown, the market is flat at best. “I firmly believe there will be fewer and fewer collisions,” says Canade. A combination of new technology and legislation is really starting to limit the number of collisions that are taking place. Everyone’s fighting for a bigger piece of a smaller pie.”

2#4

Sam Piercey Budds’Collision Services 2#6

Bill williams Richmond Chrysler Jeep Collision 2#7

Lean is a way of life for Bob Porter, even though he doesn’t like the term much. “It’s a catchprase,” says Porter. “We’ve always had the elimination of waste in place. We started implementing it the day I bought my first business.” Porter’s is an MSO with two facilities members of the Fix Auto network since 2002. “It’s a lot more technically challenging for one thing,” he says. “Customer demands are higher, insurer demands are higher and profits have been shaved paper thin.” Po r t e r d o e s n’t h a v e a problem with the drive to cut costs and introduce efficiencies, but he believes it should be more of a practice what you preach philosophy. “I think what some insurance companies need to do is start looking at lean processes and boost efficiencies on their end. For example, I have driven by some of their offices on evenings or weekends to find the building still lit up. Others pay for repairs more than once, or overpay, while others tend to forget about pending total losses, leaving the insured in a rental while they decided to repair or advise us to go ahead,” he says.

There’s been growth at Budds’ C ol l i s i on S e r v i c e s s i n c e co-owner Sam Piercey was featured on the cover. New DRP relationships have been put in place and the well-known car dealership the facility is affiliated with has taken on several new franchisees. More car sales at the dealership often translate into more work for the collision facility, in part because of the way those services are marketed. “The only marketing we do is on every car we sell,” says Piercey. “Customers are given a folder that details the services we offer and a towing card they can keep in their wallet.” Dealership affiliation has undeniable advantages, especially when it comes to accessing technical information about particular brands and models. “Cars have changed immensely in the last few years,” says Piercey, noting that it isn’t just the proliferation of once exotic materials, but an increase in the number and types of electronics in the vehicles. “You’ve got cars that slow down with sensors or won’t change lanes if it isn’t safe. We have to be more educated than ever before to offer a safe and quality repair.”

Bill Williams is the General Manager of Richmond Chrysler Jeep’s collision centre in Richmond, B.C. He says the business grew for several straight years, but sales have slipped a bit recently. “It’s not one thing, but a combination of smaller things,” says Williams. “Safer cars, collision avoidance technology and people driving less are all contributing factors.” Simply put, this is the new reality of collision repair in Canada. Sales may have decreased slightly, but making the move to AkzoNobel’s Process Centered Environment has helped to keep the collision repair facility profitable. “I’m glad we changed to the PCE model when we did,” says Williams. “We’re leaner and able to keep more of the profits. It’s made for a calmer environment. It takes effort, but it’s worth it. When we go through a busy time, we can get the work in and out faster and at better quality.” What does the future hold? “I’m considering joining a network for the first time ever. With government insurance through ICBC, there’s less of a need for it, but it is something we are considering,” says Williams.

Town Autobody Fix Auto/ Ploder’s Collision Fix Auto

september 2012 collision Repair 39

nick diluca CARS Auto Collision ~ CSN 3#1

mike mario Regina Auto Body 3#2

Nick DiLuca is the owner of CARS Auto Collision ~ CSN in Burlington, Ontario. He notes that the industry has evolved, but some problems are still with us. “As an industry, we’re getting away more from the ‘Ma and Pa’ shops, which is good for the image of the industry as a whole,” says DiLuca. “On the other hand, we’re definitely still having an issue with attracting highquality young people into the industry.” DiLuca also points out that investing in training, while it’s necessary if a shop wants to be able to repair today’s vehicles properly, has a hidden drawback. “It’s a bit of a Catch-22. The shops that are more sophisticated, the shops that are spending money on training, are the shops that have well-trained technicians. The problem is that once they’re trained, they’re sometimes poached by other shops who don’t spend as much on training.” says DiLuca. “Keeping trained technicians drives up our cost of labour. If you don’t train them, though, they end up staying and that could be just as disastrous.”

It’s hard to imagine anyone more qualified to comment on the changes in the industry than the Mario family at Regina Auto Body. The facility has seen every single change affecting the industry as a whole. Now approaching its 90th anniversary, Regina Auto Body was a dedicated collision shop at a time when such repairs were usually handled by the town blacksmith. There has been major growth at Regina Auto Body since the Mario brothers and their father appeared on the cover in 2004. Mike Mario credits a number of factors for this growth, including the fact that Regina and Saskatchewan have grown significantly in that time. The facility has also been running a highly successful series of radio ads, centered around the five o’clock drive home. There’s definitely a sense of history at Regina Auto Body, but Mike Mario says they don’t live in the past. They always make sure to keep up to date with training and equipment. This is something that Mario believes separates them from some of their competitors. “There are lots of good shops, but there are also a lot of shops who still do things the old-fashioned way,” he says.

Larry Jefferies CARSTAR Automotive Canada 3#3

tony and Joanne Scarrow Chelmsford Fix Auto 3#4

Larry Jefferies is the Executive VP of CARSTAR Automotive C anad a , but w he n he ap peared on the cover it was in his capacity of Chairman of the Automotive Industries Association of Canada. “AIA made a big leap in their engagement with the collision repair sector in 2010 with licensing of I-CAR in Canada,” says Jefferies. “We can now have input and influence on the training we need to stay relevant in today’s work environment, through I-CAR course offering and other training programs that AIA can offer.” Jefferies was also the Chairman of the Canadian Collision Industry Forum at the time and says the organization remains a catalyst for an exciting and successful future for the collision repair industry. “The most visible and important action in the last six years was the launch of the CCIF Skills program,” says Jefferies. “CCIF was the lead in bringing together the industry to invest in the resources to influence the view of both paint and body technicians within the skilled trades sector of schools. The ongoing financial commitment from industry is the foundation of what we have achieved.”

When we profiled Tony and Joanne Scarrow’s shop back in 2004, they were the owners and operators of a Fix Auto location in the rural community of Chelmsford, Ontario. They’re still in business and still with Fix Auto, but Chelmsford itself has changed a bit and so has the collision repair industry. “The character of the town is changing,” says Tony Scarrow. “There are more major retailers in town than ever before.” It’s possible to draw a parallel between this and the changing face of the industry itself. The “major retailers” such as the networks and MSOs have more of a presence than ever before. Being part of the Fix Auto network, the Scarrows are of course part of that trend. Scarrow says that membership in the network has helped the facility stay connected and progress, including with their own journey to lean processes. “Being lean is the key thing these days,” says Tony. “It’s all down to numbers and keeping control. I would have to say that, as an industry, we’ve seen more changes in the office than in the back.”

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aram kazazian White Oaks Autobody 3#6

Bill hatswell Craftsman Collision 4#1

At the time we profiled Kazazian and his facility, White Oaks Collision in London, O nt ar i o, h e w a s on ly t h e second repairer in Ontario to have a dedicated aluminum r o o m . He h a s c o n t i n u e d along this road in the intervening years, adding new equipment and training staff to make sure they stay at the top of their game. In fact, says Kazazian, that’s part of the problem. While he has made sure to stay current, others have not. He believes that the situation would improve substantially if that divide were acknowledged. “In my opinion, one of our biggest challenges is that all collision centres are paid the same whether you have spent money on equipment and training or not,” says Kazazian. “I believe insurance companies should recognize collision centres that have spent money and changed with the times and ways cars are repaired, rather than just looking at the bottom line. Some insurance companies have done this, and that’s good, but there are others that are like the collision centres that do not keep up with the times. They’re trapped in a primitive mindset.”

Craftsman Collision is no stranger to expansion. Headquartered in British Columbia, Craftsman Collision has over 30 locations in B.C. and Alberta. The company has even expanded into China. Bill Hatswell is the President and founder of Craftsman Collision. He first got the idea to expand into the Chinese market during a trip last February. “We were at a trade show in Beijing, and we took the opportunity to travel around China, visiting dealerships and looking at their operations. Des Chan (President of Wedge Clamp Systems – Ed.) was with me on this trip, and he has a distribution centre in the city of Suzhou, just west of Shanghai. He showed me a building that he thought would be perfect for Craftsman.” The new Craftsman location will occupy the 20,000 sq. ft. first floor of the building, and the second floor will be leased by Wedge Clamp. In addition to the space on the second floor, Craftsman Collision will include one Wedge Clamp fully equipped stall on the production floor of the facility, to be used for product demonstration and training purposes.

walter grego, don strong Concordia CARSTAR 4#2

terry hill The Coachworks 4#3

Walter Grego and Don Strong own and operate two CARSTAR locations in the Ottawa area, Concordia CARSTAR East and Concordia CARSTAR West. Grego says the second location has really helped the business in a number of ways. “It’s an excellent location and exposure helped to market the business as a whole,” says Grego. “It helps to promote the facts that we offer excellent collision services.” There’s no question that customer expectations have risen over the years. Today’s consumers are more knowledgeable. “The industry is more demanding now than ever before,” says Grego. “People expect you to be at a certain level of competence. If you’re not, there’s going to be big trouble.” Unsafe repairs can certainly be classed as “big trouble” but the fact of the matter is that if a customer doesn’t think you can hack it, he or she will simply take the car somewhere else. “At the end of the day, it’s a very competitive field,” says Grego. “It always has been. The way forward is just to make sure you’re among the very best.”

There have been changes for Halifax-based repair facility The Coachworks and its owner Terry Hill since the shop was profiled in 2005. At the time a member of Collision Associates and later of CSN, Hill says his shop is back to being a true independent. The biggest change for the facility, however, is still around the corner. Very soon the business will move to a new location in Halifax. Hill says the new location is basically across the street from the current one, but that isn’t the main reason for the move. Rather than simply taking over an existing building, The Coachworks will move into a brand-new building designed for collision repair. “We’re using an in-floor heating system, which is kind of new around here, as well as built-in insulation,” says Hill, highlighting a major concern for any power hungry business. “Here in Nova Scotia, we get hammered on power bills. It might be the expensive place in the country for power, so every little bit helps.” Concurrent with the new building, The Coachworks celebrates its 30th anniversary this year. september 2012 collision Repair 41

terry bradimore CK Collision 4#4

martin monteith Zenetec Collision ~ CSN 4#6

George Brick, les heshka Eastside Group 5#1

marty Reddick Supreme Collision Centres 5#2

Terry Bradimore is the owner of CK Collision Centres, operating three collision centres across the Greater Toronto Area and an additional centre located in the community of Orillia, Ont. Bradimore has kept sales sturdy in recent years by specifically targeting outside work. “We’ve found success by going after fleet and dealer work,” he says. “We can offer them the advantage of having several shops in fairly close physical proximity.” Because it’s an MSO, CK Collision Centres can offer dealers strong guarantees on timeliness. If one shop is too busy, the car can be shifted to another location. They also offer dealership customers another advantage. “We guarantee that we’ll buy our parts from them, if they’ll send us all of their collision work,” says Bradimore. Bradimore says the amount of discounting for insurance companies, and the increasing control of insurers directing how facilities buy parts, is a major change for the collision repair industry. “It’s not something I wish, but it is our reality,” he says.

Mar t i n Monte it h , ow ne r and op e r ator of Z e ne te c Collision ~ CSN in Barrie, Ont., notes that the business has grown since the prof i le was publishe d in late 2005. Monteith credits t wo m ai n i n f lu e n c e s for the growth. First, the facility hired a professional marketing company about 18 months ago and a radio campaign they crafted has brought in new business. T h e r e’s a l s o a n o n g o i n g dedication to lean. “I guess it’s an overused word,” says Monteith. “But we’ve always been lean, always looking to make our processes smoother.” Monteith’s son, William, is now the General Manager of the facility. He’s a firm believer in using marketing techniques to draw in new business. The op erat ion wi l l ex pand in the near future with a location in Collingwood, Ont. The property is already bought and a new facility is being designed. “I’ve b e e n a l l ove r t he States and Europe, looking at what works when it comes to layout,” says Monteith. “The new shop will reflect that.”

The Eastside Group was already a little unusual when we profiled the operation back in 2006. In addition to the passenger vehicle segment of the business that our readers are most familiar with, the company also had a division devoted to servicing heavy trucks. A third div is ion of t he comp any falls outside of collision rep ai r c ompl e te ly, i ns te a d focusing on industrial coatings and manufacturing of composite parts for the agricultural, home products and medical markets. “The heavy truck division has now become a second location for repairing passenger vehicles,” says Les Heshka, the Eastside Group’s General Manager. He notes that the heavy truck division still does that work, but some space at the facility is now devoted for passenger vehicle repairs. The Eastside Group has also added an entire new division to its operations, this time in the area of car rental. The Dollar Thrifty car rental franchise for Winnipeg is owned by the Eastside Group, with locations operating out of both repair facilities and a stand-alone location in a hotel near the airport.

Marty Reddick is President of Supreme Collision Centres. He says the company’s facilities have experienced significant growth and recognition since being profiled on the cover in May of 2006. “Our success can be attributed to strategic marketing and e n hanc e d i nsu r anc e company, broker and new car dealer affiliations,” says Reddick. “The ability to embrace lean initiatives while promoting a process centric environment in all our locations has clearly given us a competitive advantage. ” Reddick points tovarious factors that have had an impact on the industry. “ There’s no doubt that procurement strategies and te chnolog y such as APU and AOS has changed the game fore ver,” s ays Red dick. “Insurance companies throughout North America are re a lizing t he p er formance advantage of dealing with corporately owned networks who have the ability to implement change quickly, consistently and who place a premium on technology and training. For people who have the ability to embrace change these are certainly exciting times.”

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sam scarpelli Fix Auto Weston 5#5

Bernhard Rubbert Falls Creek Collision 5#6

Sam Scarpelli was profiled in November of 2006 as the owner of Toronto’s Exclusive Collision Centre. Scarpelli is still the current owner, but the shop recently rebranded under the new name of Fix Auto Weston. Scarpelli joined the network to take advantage of brand recognition and to promote further growth in the marketplace. “The effort to build brand awareness can assist in strengthening your position in the marketplace” says Scarpelli. He also added, “The network is a partnership. It provides you with tools and marketing benefits. If managed well, the network can assist with the growth of your business.” Scarpelli believes that, “Over the past few years, the auto collision sector has been faced with many changes including technology requirements, industry standards, insurance expectations and customer demands. As a result, it’s important to manage change and to adapt, as required.” Scarpelli concluded, “Change is inevitable and we must embrace it. Joining a network is a partnership - together we can make a difference!”

Bernhard Rubbert’s facility, Falls Creek Collision, was our first cover story dealing w i t h w at e r b o r n e c o nv e rsion. A former employee of BASF in his native Germany, it seemed like a natural fit. Although waterborne (or low-VOC solvent based) is more environmentally friendly than the old paint, Rubbert believes that there is more work to be done in this area. “Coming from a chemical background, I see a lot of room for more environmentally friendly products,” says Rubbert. “I’m looking forward to seeing purely waterborne primers and clears in the very near future.” When he appeared on the cover, Falls Creek Collision was located in Vancouver. The shop has since moved to nearby Burnaby. The move was born out of necessity. “We had a constant increase in business at the old location, but the city of Vancouver wanted to build a park there,” says Rubbert. “It was a big change in our business life, but we managed to build up a new clientele here in Burnaby.”

sharon wells The Collision Clinic ~ CSN 6#2

larry defrance Don Valley Volkswagen 6#3

Locally owned and operated since 1978, The Collision Clinic ~ CSN in St. John’s, Newfoundland was also the first I-CAR Gold Class Certified collision repair facility in the province. This doesn’t mean the facility has been sitting on its laurels, though. General Manager Sharon Wells says the business has grown since being profiled in 2007, in part due to a commitment to staying on the cutting edge when it comes to communicating with customers. “We recognize the direction society is moving to social media and we have focused efforts heavily in that area,” says Wells. A recent review on the facility’s Facebook page shows how this pays off in the very first sentence; “I think you guys are fabulous.” This focus on social media marketing relates to how Wells views the lean process. “Shops today are focused on lean, but in reality there’s much more to it than just eliminating waste,” she says. “Collision repair centres have to break into the electronic age as well.”

Overall, business has stayed steady at Don Valley Volkswagen’s collision centre. “We went down for a bit, but we came back up,” says Larry DeFrance, the facility’s manager, echoing the sentiments of many shop owners who saw business dip when the country entered recession. “A lot of smaller shops have gone out of business due to a lack of work and poor rates.” DeFrance says that part of the reason business went back up is for a non-intuitive reason: he left a DRP program. “We were with them for a long time, but our guys were spending a long time doing totals. Simply put, we couldn’t afford them anymore. If you’re just spinning your wheels, why stay in business? You might as well sell the shop,” says DeFrance. The really odd thing is that his shop now gets even more work from that insurance company. “They’re still sending customers our way, mostly Volkswagens because of our affiliation with the dealership,” says DeFrance.

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AUTOMOTIVE

FINISHES

mark loewen Loewen’s Body Shop 6#4

hak mujcin Hak’s Auto Body 6#5

Steve Ingoglia AutoMACS Collision ~ CSN 6#6

Steve Leal Fix Auto Cambridge 7#1

No w i n i t s 7 5 t h y e a r o f operation, Loewen’s Body Shop in Brandon, Man. has been growing of late. Owner Mark Loewen gives part of the credit to being located in a rapidly growing community. “Population wise, we’re now the third-largest community in Manitoba,” says L o e wen. “ There’s b e en a huge immigration push into this area of the province.” Another factor is likely the highly trained and long-term staff. Many rep ai re rs i n m aj or c e nt re s h ave t rou bl e h ol d i ng on to high-quality techs, but Loewen’s Body Shop has a technique that undeniably works. “It’s not rocket science,” says Loewen. “Give them decent benefits and a good w o r k e nv i r o n m e n t , a n d they’ll stick around.” L o e w e n a c k n ow l e d g e s that it may not be that simply for some repairers, but the community his shop is lo c ate d in do e sn’t e ncourage techs to jump ship. “In a bigger city, a tech c an ‘s l a s h an d g r ab’ and m ov e o n ,” s ay s L o e w e n . “Try that around here and you won’t get another job.”

Hak’s Auto Body has the distinction of being the most northern collision repair facility to ever appear on our cover. Being located in Yellowknife, Northwest Territories, gives the facility and its owner, Hak Mujcin, a unique perspective on the collision repair industry. The facility is notable not just for its northern location, but for a succession of firsts. Hak’s Auto Body purchased the Northwest Territories’ first frame straightener in 1985 and the territory’s first downdraft spray booth in 1990. The facility was also the first in the Northwest Territories to convert to waterborne coatings. In every case, purchases were made to speed production and eliminate waste. It’s a philosophy that has led to an increase in profitability for the facility over the last few years, at a time when many repair centres are struggling to maintain their position. “Over the last year, the most significant change we’ve noticed has been the trend of shops becoming members of repair networks,” says Mujcin. It’s a trend that Mujcin has paid attention to, but not taken part in. Today his shop remains a true independent.

Ask Steve Ingoglia of AutoMACS Collision ~ CSN in Oakville, Ontario about what has changed in the collision repair industry, and he hits the nail on the head. “It’s a changing business every day,” he says, noting that the major changes are too complex to sum up in a simple way. If you ask him what should change, though, he has a ver y sp e cif ic issue that he would like to see improved. “In my opinion, some insurance companies have take on too much control over the way the collision repair centres actually repair the vehicles,” he says. Ingoglia acknowledges that insurers need to contain their costs and find efficiencies, but he believes that experts should stick to their areas of the expertise: insurers to insurance, and collision repairers to fixing cars. “They need to let the collision repair centre repair the vehicle the way that we know how. It would be a benefit to them as well, as our collision cent re s wou l d b e more c o st effective and provide their policy holders with a faster turn around time.”

Steve Leal joined the Fix Auto network in 2004 as a strategic partner for Cambridge, Ont. He acquired Fix Auto Ontario in 2007 followed by Fix Auto Atlantic in 2008 and Fix Auto Alberta in 2007. His shop, Fix Auto Cambridge, has grown since 2008 when Leal appeared on the cover. He credits the wholehearted adoption of Fix Auto’s processes and procedures. “Through Fix Auto, we’ve instituted systems to measure flow, profitability and performance. This has also lead to new insurance relations and better dealership relations,” says Leal. “Fix Auto’s SOP development and management measuring system has helped with motivating the shop to measure and work as a team.” Fix Auto Cambridge is also on a lean journey. “We’ve improved our quality control check list, as well as implementing repair mapping and blue printing. Just-in-time inventory control has also contributed to our ongoing lean success,” says Leal. “Fix Auto has developed processes as part of the Fix Auto SOP integration and management platform. This is the ground work for continuing to improve my location.”

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Sam Mercanti CARSTAR Automotive Canada 7#2

Barry Bischoff A-1 Autobody 7#3

As President and CEO of CARSTARAutomotive Canada, Sam Mercanti has seen the network add at least 10 stores per year net since 1995. What’s behind that growth? Mercanti says CARSTAR provides the proper value proposition and a strong ROI to its partners. “Smaller independents are dealing with shrinking volumes,” says Mercanti. “A couple of insurance companies have said it’s too expensive to deal with anything but a managed network.” The number of facilities is shrinking, down from 8000 shops to about 6000. Mercanti believes those numbers will continue to dwindle. “We’re going to go to 4000 shops. I really feel only the best in class will survive,” he says. “I think the best thing a shop can do is join a managed network like CARSTAR. They can provide operational assistance by introducing continues improvement initiatives, purchasing power, marketing and sales, a brand identity and continuous training. I don’t think most shops will be able to do what they need to as individuals and the costs would be too much for a single shop.”

Barry Bischoff is the General Manager of A-1 Autobody in Calgary, Alberta. He says there has been growth in the last few years, in part due to a large storm that hammered the region two and a half years ago. “We hired a PDR team,” says Bischoff, referring to one of the teams of paintless dent repair specialists who travel the country repairing hail damage “There was 18 months of work to keep them going from just that one storm.” Efficiency has also increased, in part due to the facility’s own lean system, and an almost unique innovation in the paint shop. “We have two to three people here full-time just mixing paint,” says Bischoff. “It’s all done by Advanced Coatings, a jobber here in Calgary. It makes it 100 per cent accurate. Preppers would sometimes try to be chemists, and they would think ‘I’ll overcatalyze it so it will dry faster!’ That doesn’t happen anymore.” This method makes sense for a busy shop. If it takes the painter five to 10 minutes to mix one litre of paint, how long does it take to mix 150 litres? Having an outside specialist saves time and money.

tom bissonnette Parr Auto Body 7#4 Tom Bissonnette says Parr Auto Body is staying ahead of the curve by fully embracing the power of social media. “We’re s eeing more and more people saying, ‘I checked you out on Google,’ says Bissonnette. “We coach our customers to leave reviews. If they leave a review, we enter them into a draw, pick a name out of a hat and give them a gift certificate to a restaurant.” As for the industry as a whole, Bissonnette has never been shy about sharing his views. “We’re going to see a bit more of the OEMs wading in and saying, ‘If you’re not certified, you’re not fixing our vehicles,’ and I don’t blame them,” he says. “Look at the Chrysler Cobalt. The whole side is one piece of metal, with some parts thinner or thicker than others. You can’t use a MIG, you’ve got to have a resistance spot welder and a lot of shops don’t have one.” Equipment and the training to use it properly can be a big problem if a shop doesn’t have it. What’s the solution? “We need national accreditation,” says Bissonnette. “There’s room for everybody, but not in every job.” 48 collision Repair collisionrepairmag.com

Matt & dave Koughan Bill Koughan Auto Body ~ CSN 7#5

Dal Sian Celltex CARSTAR 7#6

There have been some changes at Bill Koughan Auto Body and Gaudet’s Auto Body in Prince Edward Island. For one thing, brothers Matt and David Koughan have both joined the CSN Collision & Glass network, so the shops now operate as Bill Koughan Auto Body ~ CSN and Gaudet’s Auto Body ~ CSN. Dave Koughan says network membership has played a role in the facility’s growth over the last 18 months. It’s a fact that changes can bring solutions or they can bring challenges. “Cars are changing all the time,” says Dave Koughan. “But if you get up on the cars quickly and if you’ve got techs who know what they’re doing, it’s not a problem.” That’s the technical side of the business. The administrative side, however, has also become increasingly complex. “Ten years we could concentrate more on just fixing the cars. Now, we’re much heavier on the administrative side and every insurer has different requirements,” says Koughan. “We’ve got to be up to date on requirements. It’s just the way DRPs work.”

Dal Sian is the owner/operator of Celltex CARSTAR in Surrey, British Columbia. He says one of the biggest changes in recent years that he has seen is the large increase in the number of vehicles being written off as total losses. This is a wide-spread phenomenon. “Vehicle prices have come down, and the insurance companies know it,” says Sian. “When you get a $12,000 hit, they see if it’s feasible to repair it or just better to write it off. Under current conditions, a lot of the time they decide to write it off because it’s more economical for them.” This is the simple truth. Insurers are business people first and foremost, just like repairers. And just like repairers, they will usually make the decisions that are best for their bottom line. “It’s more important than ever to work with the insurance companies as best you can, even if you’re well established,” says Sian. This applies even in public insurance provinces, such as British Columbia. “Building relationships with insurers is one of the most important things a repairer can do right now.”

Rob pavan Golden Triangle Collision ~ CSN 8#1 T h e re h a s c e r t ai n ly b e e n growth in Rob Pavan’s business since he appeared on the cover in 2009. In addition to Golden Triangle ~ CSN locations in Guelph and Cambridge, the business now includes two Regency Collision ~ CSN shops in Kitchener-Waterloo. When asked about major issues facing the industry, Pavan points to an issue that is starting to gain more prominence: the relative unreliability of judging a facility solely on average cost of repairs. “If you’re the most trusted shop in town, getting the most complex hits and most new and well-kept vehicles, you will not have the lowest average cost of repair,” he says. “One of the trends is that some insurers are not just looking at average cost of repair. They look at your cycle time and the work you typically get. It’s not perfect, but it’s better than just looking at one number.” A shop that primarily repairs high end, well maintined vehicles with heavy hits will have a higher average repair cost than a shop that repairs mid-range and economy vehicles with light hits. “Insurers and repairers need to work together and build an industry that’s on a sustainable footing,” says Pavan. september 2012 collision Repair 49

derrick ryan Garland’s Auto Body 8#2

bill williams Fix Auto Lethbridge 8#3

Joy Skinner Advance Collision ~ CSN 8#5

Paul Chow/Paul Tseng AutoMind Collision 9#1

In just a few words, Derrick Ryan of Garland Auto Body in St. John’s, Newfoundland sums up why lean processes are so important to any collision repair facility operating today. “Lean is all about streamlining processes, eliminating waste and only keeping what adds value to the customer,” says Ryan. “Once you start to streamline, it turns into performance. Higher performance turns into dollars.” Lean processes will only take a repair facility so far. Ryan believes that the industry can only progress further with increased communication from its insurance partners. “DRPs will not be able to continue without more communications,” says Ryan. “When there’s a change, you get a letter, but as for commu n i c at i n g b e f o re h a n d , there’s nothing.” Collision repairers are on the front lines when it comes to dealing with the policy holder. Insurers could likely benefit from communicating more with the top-ranked members of their DRP networks. “I think there’s a lack of trust on both sides,” says Ryan. “If we don’t trust one another and don’t communicate, how can we deal with these issues?”

It’s f a i r t o s a y t h a t B i l l Wi l l i am s of B r i d g e C it y C ol l is i on has s e e n s ome change s s i nc e app e ar i ng on the cover in 2009. The most obvious change is that B r i d g e C it y C o l l i s i on i s now Fix Auto Lethbridge, making it the first Fix Auto location in Alberta. “We joined in Februar y of 2011 and we’re starting to see some benefit from being part of the network,” says Williams. “If you look at the industry as a whole, it’s obvious that DRPs are leaning more toward networks. We did this to help secure our future.” In a d d it i on t o j oi n i ng Fix Auto, the facility is also leaner than ever before. Williams says that is something they’ll continue working on as they move into the future. “ I t ’s a c o n s t a n t i m provement process,” says Williams. “What we’ve put i n pl a c e s o f ar c e r t ai n ly helps us get the cars in and out quicker and with better quality repairs too.” Williams sums up the impetus behind these two items in one sentence. “If you’re not part of a network and you’re not going lean, you’re not going anywhere,” he says.

Ask Joy Skinner of Industrial Park Collision ~ CSN in Orillia, Ont. to name the most significant change of the last ten years and she’ll tell you it was the consolidation of insurance companies. “In return the insurers are lo ok ing to de a l w it h large repair networks,” she says. “The insurer relies on their DRPs to maintain their customer base through repeat and referral customers. Skinner has been a member of CSN Collision & Glass for 10 years, essentially since the network’s inception. “We are really proud to be able to maintain our independent status and we have a vested interest in providing the best quality and service for our insurers and customers,” says Skinner. “As independent repairers and members of CSN Collision and Glass we have set extremely high standards for ourselves in order to maintain our status with CSN and our insurers.” This is a fact some independents may ignore when deciding to join a network. Networks tend to be very conscious and protective of their brand. Shops have to hit certain marks before they’ll even be considered for inclusion.

Paul Chow is the co-owner of AutoMind Collision, a British Columbia based MSO c ur rent ly celebrat ing its 30th anniversary. The business locations in Vancouver, Burnaby, Squamish, Abbotsford and Richmond. For Chow, leveraging technology is one key to success. “We’ve put a lot into our social media campaign,” says Chow. “We have a ne ws paper campaign as well, but our social media strategy puts in constant touch with our customers.” There are undeniable advantages to a solid social media campaign for collision repair facilities. For Chow, a lot of the value comes from being able to provide the customer with more options. “Clients want to communicate with you. The more options you provide for them to do that, the more often they’ll do it and the more you’ll learn about their concerns and what they think of the business,” says Chow. “People’s smart phones are becoming more and more an essential part of their daily life. As an industry, we’ve got to make sure that we’re communicating with them in both new and traditional formats.”

50 collision Repair collisionrepairmag.com

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Rick Dey O’Regan’s Collision Centre 9#2

Bob Prest Fix Auto Niagara Falls 9#3

Rick Dey of O’Regan’s Collision Centre in Dartmouth, Nova Scotia says that virtually every challenge facing the industry has one root cause. “We’ve got a whole bunch of symptoms. Training and retention, access to information, material costs, everything the CCIF talks about. These are all topics worthy of discussion,” says Dey. “But the cause of every single one is the same. We’re not getting enough money for what we’re doing.” More money may bring more problems, but it’s also a great tool for fixing those problems. “We could pay techs more, and afford to train them, encouraging more people to enter the business and encouraging the good techs to stay in it,” says Dey. It’s this outlook that lead Dey to do something rather unusual. His facility had 12 DRPs and he cut it down to just four. “We stayed in the relationship with insurers who had the same focus as us, mainly quality repairs and CSI, which comes at a cost,” he says. “If it wasn’t economic to work within a DRP, we left it. It has had such a positive effect that I wouldn’t change a thing.”

Bob Prest of Fix Auto Niagara Falls finds value in network membership. An independent for 35 years, his shop recently celebrated it’s fourth anniversary as a Fix Auto location. Part of what he values is insurance relations, but for Prest a big part of the value lies in networking with peers. “I’ll go to a conference and start talking to a guy who does business 400 miles to the west of me. It turns out he does things differently. Sometimes you learn a lot just by seeing how other people in the network run things,” he says. As for how the industry has changed, Prest notes that the customers themselves seem to have changed their outlook. “A lot more customers are listening to their insurer’s recommendation,” says Prest. “You can lose a customer you’ve had for 30 years if their insurer tells them to go somewhere else. More than ever before, customers are going where they’re directed. We’re holding our own, but a lot of shops aren’t. There also simply aren’t as many claims as there were even three or four years ago.”

Bill Johnson Empire Collision 9#5

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

52 collision Repair collisionrepairmag.com

The near future may be an exciting time for Empire Collision and owner Bill Johnson. He says an expansion is currently being explored. Rather than building new, he is primarily interested in buying an existing shop. “It’s well known that the industry has a lot of body techs who moved up and opened their own shops,” says Johnson. “Right now, we’re looking at shops like that, that are also extremely well run, but the owner doesn’t have an exit strategy for when he retires.” It’s an interesting concept, and one that may very well see Edmonton-based Empire Collision growing in the near future. The collision repair industry in Edmonton has changed in recent years. For one thing, city planners started looking at the city’s high-impact intersections and undertook to redesign them to prevent accidents. Then there’s the challenge provided by Alberta’s currently booming energy sector. “Alberta’s still a challenging place for getting young employees,” says Johnson. “We’re helping out with tuition to get them through school and make it easier for them to get started in the business.”

Leading the Collision Industry If you want to use Facebook, check the weather or do banking on your Smartphone, you download an app. Similarly, Mitchell has made it just as easy for you to pick and choose the applications and services you need. RepairCenter™, Mitchell’s personalized shop Workspace solution, allows you to select tools to manage all aspects of your business and to add modules as you grow. Having invested significantly in developing new enabling technologies, Mitchell brings leading-edge solutions to the industry via a “cloud network” for the collision business. Mitchell offers the industry’s leading suite of estimating and management products on a single platform – a totally modular and customizable approach for shops and insurers. Mitchell is North America’s largest provider of collision repair information. The majority of collision repairers and most top insurance companies rely on their information daily. “Mitchell understands the changing dichotomy in the collision repair world, and the stresses involved in servicing a customer who has sustained damage to their vehicle. We have invested significantly to become the cloud of the Collision Repair Space with our dedicated Canadian hosting facilities, and to widen the breadth of the solutions to help shops complete a proper repair in the most efficient manner,” says Mike Jerry, General Manager and Vice President, Mitchell Canadian operations.

Loyal customer Jack Martino of Martino Bros. ~ CSN and Michel Gagnon of Mitchell.

tors can conveniently view photos from all facilities at one central location. RepairCenter™ TechAdvisor Rapidly changing vehicle technology means you need to have the very latest OEM repair procedure information to repair new model vehicles safely and accurately. RepairCenter™ TechAdvisor provides integrated access to critical OEM repair data and procedures, so technicians can quickly locate the information they need. You can demonstrate your commitment to your customers, insurance partners and employees by ensuring the most accurate and up-to-date repair procedures are utilized when repairing vehicles. Mitchell GlassMate™

RepairCenter™ Workspace Mitchell RepairCenter™ applies our unique knowledge and shop-focused expertise to a whole new class of software – the Workspace. RepairCenter ™ brings together tools that empower you to take control of your repairs, your customer satisfaction and your business. No matter the size of your facility, this leadingedge solution helps accelerate your profitability and growth while simplifying operations. We built RepairCenter™ with your business goals in mind – it’s the business tool that helps you gain control over all aspects of your business, from everyday tasks to full, multi-step processes. RepairCenter™ is available in a secure, hosted environment. You simply download the application right to your desktop with your chosen functionality already enabled. RepairCenter™ delivers leading-edge business management technology in a flexible, modular design that allows you to configure and select functionality that fits the way you do business. You can easily add additional features as your business evolves. It’s your personal Workspace that you customize to meet your shop’s unique needs. RepairCenter™ ToolStore Mitchell’s RepairCenter ™ ToolStore is a dynamic marketplace that empowers body shops to connect with their mission critical collision repair trading partners and third party add-on tools – tools that help shops streamline workflows and run their businesses more profitably and efficiently. Built within the market-leading RepairCenter™ data, the ToolStore features applications across multiple categories such as paint, rental, parts, analytics, accessories, compliance, digital marketing, customer satisfaction and more. The RepairCenter™ ToolStore is like having every tool in the industry on hand for the collision repair shop workflow.

LKQ, Enterprise and KPA have already integrated the ToolStore into their operations since Mitchell’s unique partner network strategy connects the software technology with paint providers, rental companies and insurers. For example, Mitchell RepairCenter™ offers seamless, bi-directional integration with Sherwin Williams® Formula Express® retrieval system, saving time and reducing errors by eliminating the need for personnel to rekey vehicle and RO information. RepairCenter™ Estimating RepairCenter™ Estimating and workflow system makes the first step in the repair process simple and efficient. Mitchell’s database accuracy and leading edge workspace technologies combine to create clean, verifiable estimates. Even new estimators find the system easy thanks to the user-friendly navigation. “RepairCenter™ Estimating is fast, easy to use and has increased the productivity of our office – and customers like the easy-to-read printouts”, says Albert Rosanova, owner of Fix Edmonton West. Accuracy can be assured with the system – in fact, Mitchell adds more than 300 new vehicles per year to the database as well as data from over 50 OEMs and other sources. Mitchell’s insurance carrier communication module provides you with direct access to assignments and streamlines communications by enabling high speed uploads and downloads without interrupting other user applications. RepairCenter™ FastPhoto Manager RepairCenter™ FastPhoto Manager streamlines the claims management workflow by automatically linking vehicle photos to the correct repair order or estimate. With a click of the button, the system sorts, resizes, organizes and links photos, eliminating timeconsuming manual processes in a secure, wireless environment. Multiple-store opera-

Mitchell GlassMate™ is a leading point-of-sale system for the auto glass industry. The system provides quick look-ups, parts information, quote functions, work orders, invoicing capabilities and VIN decoding – all with access to the complete National Auto Glass Specifications (NAGS) information and connectivity with insurers. One Stop Shop “Mitchell has taken the IT out of the shop, so they can focus on their core business – repairing vehicles. Our network of Canadian dealers help shops determine the hardware, software solutions and network hosting services needed to simplify and streamline the entire repair and claims process. The options are customized to meet the individual customer’s needs,” explains Bruce Carrick, Senior Director, Product Management. Looking to the Future Mitchell is leading the industry with their cutting-edge shop estimating, management and workflow solutions that simplify processes and empower shops with the essential tools and information needed to manage leaner – driving down costs, reducing cycle times and producing even more satisfied customers. Michel Gagnon, Director of Sales adds, “We provide easy-to-use solutions for our customers at a reasonable cost. Control is in the customer’s hands to select the tools they need to run their business.” Mitchell’s mission is “To empower our clients to deliver the best possible outcome and restore their customer’s lives after a challenging event.” Mitchell achieves this by simplifying the collision business, connecting stakeholders and continually innovating new technology-based solutions. mitchell.com

Future Forward

The Future Today

Pre-printed cards show the local jobber what to stock and when.

Inside Ken Friesen’s third facility. By Darryl Simmons

f you ever want to see the future of collision repair centres, you’ll have to travel no further than Calgary to see the third location of Concours Collision ~ CSN. The facility held its official grand opening on June 8. Owner Ken Friesen’s all new location is the compilation of this visionary’s best lean philosophy put into practice. The facility has been built from the inside out for process and efficiency. “I’ve spent the last five years designing this facility, based on everything I know about lean principles,” says Friesen. “This facility embodies the best of everything I have learned.” It’s a design that is working. In the first month of operations, the latest Concours Collision ~ CSN location has processed

A place for everything ...

and repaired more than thirty cars per week, all in record time. Upon entering, the spacious lobby and reception looks more like a five-star hotel. Leather seats and couches, flat screen television and premium coffee add to the decor. Heading into the shop area, Ken’s lean vision is apparent. Just from looking, you can tell things flow the way they should. Everything from tools to supplies to bay areas are clearly marked. The floor is marked with yellow, red and green tape signifying different stages of repair. There is no mistaking – this is indeed what facilities of the future will look like. One novel and inspirational innovation is the clearly marked sliding tool board. Easily moved from bay to bay, it eliminates the need to keep walking back to a stationary cabinet, saving the technician’s

54 collision Repair collisionrepairmag.com

... and everything in its place.

valuable time. Each tool is company owned. This is a certainly a break for apprentices, some of whom may find purchasing all the necessary tools to be a hardship. A fully-stocked masking area outside the state-of-the-art Garmat booth is once again clearly marked. Upon leaving the booth, cars land on a remote-controlled roundabout where they can be easily pointed to the next station or the exit door. A new twist in inventory management is the absence of materials’ cabinets. Each item needed is kept on a display shelf. Barcodes are scanned daily and necessary supplies are automatically ordered. Each morning, a representative from Advanced Coatings fills the shelves. Nothing is wasted, especially time. Quick lanes for one hour bumper repair and other assorted sundry do not tie up

Future Forward

“I’ve spent the last five years designing this facility, based on everything I know about lean principles.”

A built-in turntable keeps cars moving along.

Organization and elimination of waste extends to the mixing room.

– Ken Friesen

the main production line. These types of repair have their own lanes. They are, as Friesen calls them, “Tributaries within a major river, never interrupting the all important and omnipresent flow.” All new equipment lines the bays, including top names such as Car-O-Liner, Wedge Clamp, IRT and Uni Ram. A spot-

less paint room provides easy access to the complete PPG waterborne line. Norm Angrove was master of ceremonies and did an excellent job of paying tribute to Friesen’s foresight and vision in the collision repair industry as a leader in lean processes and repair practices. Also in attendance were numerous insurance part-

ners, value suppliers and local politicians. Friesen has succeeded in creating a new blueprint for facilities moving forward. Rather than trying to fit processes into a traditional square box, Friesen put to use his wealth of experience and built what he envisioned from a repair point of view. It’s lean vision personified. And it works. CRM

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september 2012 collision Repair 55

YOUNG GUNS features

Attitude Ace Hilary Leipold’s outlook and passion for auto repair makes her an upand-coming force in the industry. By Raisha Karnani

p-and-comer Hilar y Leipold ’s advice is this: “Don’t let certain people put you down for having a dream.” Growing up around a father with a collision repair license, it’s little wonder that Leipold wanted to enter into the industry. “I also watched shows like Pimp My Ride growing up,” said Leipold. “That had a big influence on me too.” Cu rrent ly a Body Technicia n a nd Painting apprentice with Formula One Collision in Windsor, Ontario, Leipold loves what she does. “It ’s my f i rst body shop job,” she admits. “I’ve always wanted to work on cars, even when I was a k id and was asked what I wanted to be when I grew up. Some people were supportive, and others weren’t, of course, but I went for it anyways. I knew that once I got there, no one could tell me that I’d been wrong.” Her attitude is what Vice-President Franco Gobbato admired about her, even before he hired her. “My initial impression of Hilary is that she was really open and an easy person to talk to,” he said. “She also had a lot of common sense, which is something not always seen nowadays. She’s improved since starting with us, of course, and she’s always willing to learn. She’s an incredibly versatile person and what really makes her exceptional is her level of courage to try new things.

Hilary Leipold.

“Some people were supportive, and others weren’t. I knew that once I got there, no one could tell me that I’d been wrong.” “She started out with us doing installations and removals until she got comfortable doing that. We also knew she was interested

56 collision Repair collisionrepairmag.com

in painting, so my dad’s taken her on as a painting apprentice as well.” Painting and metalwork are two aspects of the business that she definitely enjoys, Leipold said. “There’s nothing like learning about new aspects of different cars that come in to us and different ways to repair them. And my co-workers are wonderful – I love everyone I work with.” With regards to her future plans, Leipold hopes to have finished her painting apprenticeship and begun work as a painter within the next five years. In the long-term, she said, “I want to work at a high school. I want to be able to teach the kids everything I know about this industry.” A noble goal, and one that helps to ensure a future for the collision repair industry’s next generation of employees. CRM

Welcome to Young Guns, Collision Repair magazine’s new feature profiling young up-and-comers in the industry. Is there a young person in your shop who goes above and beyond in attitude and passion for the business? Let us know and you could see them profiled in an upcoming issue. Please contact Mike Davey at 905-370-0101 or via email to editor@colllisionrepairmag.com for more information.

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Future Forward

D owntown Hub

EXTREME EXTREME

M KE MA MAKEOVER KEOVVER

Avenue Collision ~ CSN is rebuilt for lean. By Mike Davey

venue Collision ~ CSN in Toronto stands out. For one thing, you don’t see many collision repair facilities in downtown cores. It’s almost unheard of when it comes to a city the size of Toronto. Environmental regulations and sky-high real estate prices combine to make getting a license a very difficult proposition. That’s one of the reasons Lorenzo, Frank and John D’Alessandro purchased an existing collision facility when they decided it was time to expand. In addition to owning Avenue Collision ~ CSN, the D’Alessandro family owns 427 Auto Collision ~ CSN. Avenue Collision first opened in 1965. A lot of work has gone into updating and renovating the facility and that includes a full refurbishing of one of the facility’s more unusual features. A fully enclosed freight elevator is located in almost the exact centre of the facility. The location makes it a natural hub for lean operations. “The elevator helped form a lean vision. It was an essential part of the plan,” says Lorenzo D’Alessandro. “It’s influenced the way the car comes in and goes out and where departments are located.” The elevator can carry a vehicle from the first floor, where reception, the wash bay and the body stalls are located, up to the second floor paint department and further up to the rooftop parking facility. Real estate prices in the downtown core are some of the highest in the country. Why put a collision repair facility there when you can build offices or condos? The answer is simple. There’s a market.

After

New spray booths are essential, but there’s more to this reno than just new equipment.

“The whole design is based on lean production philosophy. We had to bring the new world into an old place.” -Lorenzo D’Alessandro “Right near here you’ve got Forest Hill, you’ve got Rosedale,” says D’Alessandro, referring to two of Toronto’s pricier neigh-

58 collision Repair collisionrepairmag.com

Before

The completely refurbished drive-through lane helps welcome customers to the facility.

bourhoods. “Private pay is large in this market. The cars are more expensive and they have higher deductibles.” Downtown Toronto has features that help contribute to a steady stream of small collisions. “Everything is tight down here. There are lots of pillars, lots of underground parking. All of that stuff leads to more minor collisions. It’s not surprising that we’ve fixed the same quarter panel three times in six months.” A steady flow of work is essential to running lean. Small collisions and a loyal clientele make up part of the mix, but D’Alessandro knew he would have to secure more repairs to make sure the facility was always humming. “We’ve got a strategic alliance with Downtown Automotive Group. We do all of their collision work. I knew the owners

Future Forward

Before

After

Renovations have rendered the old waiting room completely unrecognizable.

The vehicle lift is the hub of Avenue Collision ~ CSN, taking vehicles from rooftop storage through production departments.

were expanding the business, so I knew there would be work for us in this area,” says D’Alessandro. Plans are currently in the works for Avenue Collision ~ CSN to receive certifications for brands such as Toyota, Lexus, Scion and more. We’ve already mentioned the work done on the elevator, but a lot more has gone into making sure Avenue Collision ~ CSN isn’t just keeping up with the times, but leading the way. Two new ECO Star spray booths and a new prep station, purchased from RS Finishing, have been installed, as well as a completely new HVAC system.

After

The old boiler-fired heating system was taken out and infrared heating installed. Getting rid of the boiler meant the radiators could be cleared away. This freed up some space. It might not seem like much, but every inch counts. Structural repair equipment has been updated as well, with a new frame machine and measuring system from Car-O-Liner. A new compressor and air system from Atlas Copco is not only very powerful, but efficient and environmentally friendly as well. The new compressor is a screw-top, roughly 50 percent more efficient than t r a d it i on a l d e s i g ns . A n a d d it i on a l

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dryer has been added to the system as well, ensuring the air in the system is humidity-free. Don’t make the mistake of thinking that it’s all about new equipment. That’s a major component, but a lot of work was done on the physical plant. Walls were knocked down, floors were replaced and new stairways were built. Doorways were moved to provide flow and ensure the safety of both personnel and customers. “The whole design is based on lean production philosophy. We had to bring the new world into an old place,” says D’Alessandro. CRM

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To Repair and Protect Collision repair facilities and Krown Rust Control centres are a natural fit.

Some things just go well together. There’s a natural fit between

but corrosion can still be an issue. This is especially true in Canada,

peaches and cream, peanut butter and jelly and chocolate and

where vehicles are frequently exposed to snow, ice and the salt used to

everything. Even if it’s not something we’ve every thought of before,

clear the roads. Even worse are the chemical solutions used to remove

we know the combination works the minute we see it. It’s the same

snow and ice, such as magnesium chloride.

with collision repair facilities and rust control centres. “They go hand in hand,” says Freeman Young, President of Krown Rust Control. “Collision repairers are getting them back on the road, and our

Not only does the Krown process protect against these factors, it does it in an environmentally friendly way. The products use no solvents and don’t even need to be WHMIS controlled.

partners are extending the vehicle’s life. Especially for those in the collision

Even if corrosion was never an issue on the body of the car, Krown’s

business, it’s a great way to protect your customer’s investment in the

services would still be of value when it comes to extending the life

bodywork you’ve just done. Partnering with your local Krown franchisee

of the vehicle. It goes way beyond simply protecting what’s visible. It

will help show your customers that you have their best interests at heart.

protects many of the vehicle’s vital functions.

A lot of automotive professionals already know that it’s good fit for

“It does a lot more than just keep the rust off the body. In fact, it’s more

an existing car repair business. There are currently about 230 stores

like body maintenance than rust control,” says Young.“During the process,

offering Krown rust control throughout Canada. They’re ready, willing

all moving parts, electrics and electronics are treated. When a collision

and able to serve your customers.

repair facility partners with the local Krown franchise, it gives the ability to

“We maintain a library of every single make and model of vehicle

offer customers a complete car care experience.”

and our full staff of trainers shows partners where and how to spray for

A repair facility that partners with Krown gets just that: a true partner.

every step of the process,” says Young. “No matter what car you send

All the collision repair facility has to do is recommend the service to

over, our franchise partners have the tools and the talent to provide it

its customers, and it will reap the rewards. Krown even offers shops a

with top-of-the-line protection.”

system that reminds customers when it’s time to treat the car again. It

Car bodies aren’t as subject to rust as they were some years back,

all adds up to an attractive package.

For more information on Krown Rust Control, including franchise opportunities, please visit krown.com.

social media

profileTips Make a good first impression.

By Jonathan Barrick

n social media, first impressions matter. You spend a great deal of time and effort ensuring that all the signage and branding on your facility, apparel, business cards and website is consistent, but what about your social media presence? Have you carried that consistent visual theme all the way through to your profile pages? If not, it’s time to take a look at a few best-practice tips and get your social “first impressions” updated. Formatting is the key to a good profile picture. Most social media sites are set up to make use of a square format profile picture. This means that companies with long or tall logos will need to take extra care if they choose to use their logo for their profile pictures. It’s best to use a program like Paintshop or Photoshop to create your profile picture to ensure

ways to get that info. Use this space to really show off why someone would want to connect with you. Most social media sites will allow you to put only one web link in your profile, so make sure that it points to your biggest web presence. In most instances this would be your website. However it’s not unusual for some companies to feature their blog more prominently, or perhaps even one of their other social media locations. Some social sites, such as LinkedIn for example, allow you to list multiple web links. Take advantage of this and fill out as many as they will allow you. The links are there for you to use, so don’t let them go to waste! Making the whole thing consistent really ties the other three tips together in that you should strive for consistency in all your profiles. You don’t want

You’ve only got a short amount of space to tell the story of your company, so make these few words count. that it doesn’t get squished or stretched to fit a square box. Always use as large a file size as possible. It’s best to make sure that you’re using a high-quality picture for when users zoom in for a closer look. Lastly, there is some debate on whether your company should use a logo or a human face for the profile pic. There are pros and cons to both approaches, but either choice is appropriate. If your company has multiple people contributing to your social media efforts, then a logo might be the best choice. If the same person manages all your accounts then a pic of them combined with a logo could be more suitable. Don’t use a non-identifiable or generic picture that doesn’t specifically relate to your business. The viewer should know at a glance that your company social media account is indeed a “company” account. Your company’s bio or description is where you give your best elevator pitch. You’ve only got a short amount of space to tell your story, so make it count. It should be less sales talk and more about highlighting the real personality of your business. Don’t bother with obvious things like your business hours, location or phone number. There are plenty of other 62 collision Repair collisionrepairmag.com

there to be any doubt that your Facebook profile and your Twitter account are from the same company. Use the same profile picture across all your accounts, the same (or very similar) bio/description and use the same web links. Remember: These items all mesh together to help create your brand, so make sure that you’re representing yourself in the same professional manner across all contact points you have with your customers. Ultimately your social media accounts should be just as identifiable as your physical location. You want your customers to recognize the same look and feel when they click on your Facebook link as when they walk in your front door. Making sure that all your accounts all look like they belong together will be well worth it by improving your customers ability to identify you at a glance. 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.

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Towers in Kelowna are ready to roll on the city’s new plan to discourage illegal parking. Receiving more than four parking tickets in one year will soon result in the automatic towing and impound of a vehicle. Starting this fall, the vehicle owner will not only have to pay the parking ticket costs but will also have to pay impound charges if they want their vehicle returned. Rob Forbes, Property Management Manager, has stated that this plan could take effect starting September 2012. Despite the fact that some parking tickets may have already been paid, a person will still be notified after their fourth ticket that next time they receive a ticket their vehicle will be towed. Forbes says drivers who intend on parking for long time periods should park in a parking lot.

ON SO

Kelowna to tow chronic parking offenders

five. It features a main building with two classrooms and a miniature town consisting of 17 scaleddown buildings, roadways, traffic lights and signs, an operational railway crossing and a school bus. After classroom instruction from uniformed police officers, the children demonstrate their knowledge of the rules of the road, using miniature electric cars, bicycles and their own two feet. Over 250 Atlantic staff and partners came out to help support Peel Children’s Safety Village and play some golf along the way. The

G IN M

When it comes to keeping kids safe on our streets, you can depend on the Atlantic Group to step up and help get the job done. The company, which provides towing and collision repair services throughout the Greater Toronto Area, has long been a staunch supporter of Peel Children’s Safety Village. The most recent fundraising initiative undertaken by Atlantic was its 20th Annual Golf Tournament, which took place at Nobleton Lakes Golf Club in Nobleton, Ont. The Peel Children’s Safety Village is an educational centre specifically designed for students from grades one, three and

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Atlantic hosts successful golf tournament to benefit peel children’s safety village

One of the Atlantic Group’s fleet of tow trucks.

actual golf tournament itself was only part of the fundraising that day. After an exhilarating round on the links, attendees headed over to the beautifully appointed Riviera Parque in Concord, Ont. for a buffet lunch. Fundraising continued with a live auction, silent auction and raffle ticket sales. Atlantic would like to thank the many generous sponsors who helped to make the event such a huge success. For more information, please visit atlantic-group.ca.

Calgary’s roving towers keep roads congestion-free On any given day there’s an accident on the Deerfoot, but rush hour in Calgary is getting a bit less painful thanks to smart management of tow trucks. For the past year, the city has contracted City Wide Towing to patrol their busiest highways during rush hour to clear problems as they happen. “The program’s designed to reduce congestion, and there’s some evidence that the program reduces secondary collisions, which of course improves roadside safety,” says Pat Grisak, Calgar y’s Traffic Engineering Operations Manager.

64 collision Repair collisionrepairmag.com

Calgary’s City Wide Towing patrols the city’s busiest streets during rush hour, looking for potential trouble spots.

The program has tow trucks patrolling Deerfoot Trail and sections of Calgary’s other major thoroughfares: Crowchild Trail, Memorial Drive and Glenmore Trail. The trucks remove stalled or inoperable vehicles as they come across them, ensuring a quick response time. Highways are patrolled by five trucks— two for the Deerfoot, one for each of the other highways. They average seven tows per day. Trucks move the vehicles to a safe area, like a residential street or parking lot. The city foots the bill; after that, the commuter can then make his or her own arrangements. Cost to the city hasn’t been a big issue for government-spending conscious Calgarians. Tow truck drivers also act as eyes for the Roads Operations Centre, reporting what the cameras miss. If a camera spots a collision, it can take over 50 minutes to be removed. If a patrolling tow truck spots a collision, the road is cleared in about five minutes.

For advertising inquiries, please contact Ryan Potts at 905-370-0101 or ryan@mediamatters.ca.

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:

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In the Know

The best jobbers go beyond the sale with technical advice.

By Caitlin Choi

obbers today do more than simply sell and ship supplies. Well, the good ones do,” says Bill Stanzeleit, General Manager of Calgary-based L.J. Peters Warehouses. “There’s quite a split now,” he said. “There are the stronger jobbers, who definitely have a tech person on staff.” According to Stanzeleit, jobbers have become the “local experts” in the industry. Instead of going straight to the manufacturer or other sources for technical advice, collision repairers can often turn to their jobber for everything from colour support to more detailed expertise. In ot her words, jobbers don’t just supply equipment—typically everything f rom pa int to st r uctura l repa ir machinery. Many employ knowledgeable salespeople, who know how to use their products and improve practices. It’s not unusual for jobbers to host product-knowledge clinics for their customers, said Stanzeleit. As a warehouse supplier to the jobbers, L.J. Peters does the same. “We just did one for the jobbers so they could take the product information out to the field to their customers.” Jamie Treschak, manager of Trescha k E nt e r pr i s e s , says they’re one of t he jobbers who offers trained adBill Stanzeleit. vice. One reason the “

Welland-based jobber does so, he explains, is because they pride themselves on quality service, not just quality products. “We hire a lot of retired people to drive, so they’ve all worked in the automotive industry. But when something’s over their head, they refer back to us and let us know to call the customer, which we do. All of my salesmen are licensed painters or body shop technicians, so basically any of them can handle technical questions,” he said. According to Treschak, the company’s salespeople get asked a “whole gamut” of technical questions. “Everything from ‘How long before you can put clear on something?’ or ‘What do you recommend for this type of plastic?’ to ‘What’s the proper way to do a bumper repair?’” amongst other things. So, why put in the extra work? “We ’re a n i nde p endent c ompa ny founded by my father [Don Treschak] and built on the premise that service must be top priority,” Treschak said. “So being a small company we thought that would be the best way to provide that level of service.” Trescha k adds t hat when it comes down to it, for jobbers, providing highle vel s er v ic e to t hei r con su mer s i s mutually beneficial. “If your customers are profitable and working efficiently it’s good for both people; we’re invested in the business. “It also helps that my salesmen don’t do business on a commission basis, so they’re

66 collision Repair collisionrepairmag.com

re a l ly i nvolve d i n helping customers, not pu mping out products.” Some jobbers are starting to take an interest i n t he ma nagement side of things as well—in what the industr y ca lls “ v a lu e a d d e d ser vices,” says Stanzeleit, such Jamie Treschak. as lean management strategies. The warehouse GM notes that with more shops implementing lean management, the good jobbers are also keeping up-to-date. “What happens is that when a body shop takes the training [for lean management], quite often, if they don’t have good support from their jobbers it’s harder for them to implement their strategies.” For example, he continues, it’s beneficial for jobbers to know when supplies need to be filled, but not overstocked. “It’s not just a paint-related issue, it’s also about management tools,” he said. “Some of the better and more sophisticated jobbers are starting to play a role in that as well.” CRM For advertising inquiries, please contact Ryan Potts at 905-370-0101 or ryan@mediamatters.ca.

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Las Vegas Convention Center, Las Vegas, Nevada Exhibit Days: Tuesday, Oct. 30 – Friday, Nov. 2, 2012 Education Days: Monday, Oct. 29 – Friday, Nov. 2, 2012

Congratulations to Collision Repair Magazine on their 10th Anniversary!

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Contents Recycling News..........69-75 The International Roundtable, Solera buys APU and much more. Recycling column......76-78 Our Gratitude, by David Gold

Canada’s recyclers leading the way at IRT 2012 in UK By Steve Fletcher

The sixth installment of the International Roundtable on Auto Recycling is now over and it was a resounding success for both organizers and delegates. Held in the European Cultural Capital of Liverpool, England, the 2012 IRT brought together automotive recycling professionals from around the world to discuss the challenges and opportunities facing the auto recycling business on a global scale. Canadian auto recyclers have a great reputation internationally. As Managing Director of the Automotive Recyclers of Canada, that’s one of the reasons I was asked to Chair the IRT. It was an honour to be recognized for all the great work that has been emanating from Canada over the years. We are truly doing some innovative work here, and Canada seems to be at the centre of all global trends and opportunities, oftentimes leading them. The very first IRT was an informal affair in Brussels, Belgium in 2005, with the heads of the U.S., Canadian and Japanese auto recycling associations visiting the European Auto Recycling Group of Associations Board Meeting. The similarities in the issues and opportunities that confronted all delegates made it a natural decision to meet on a regular basis. The U.S. association—the Automotive Recyclers Association—hosted the next IRT in Las Vegas the follow year. It was at this meeting that the “roundtable” term was first used. The event brought together auto recyclers from across the U.S., Europe, Canada, Japan and Australia. In 2006, the Japanese association JARA really upped the ante with a very large show, making the IRT an integral part of their national convention. Japan also introduced the idea of touring local auto recycling operations so auto recycling professionals could see how business was actually conducted. The following year, the Australians hosted the event with a good diversity of attendees and outcomes. With each successive IRT, the events became more organized and created more results and positive relationships. Canada took its turn in 2010 in Quebec City, holding the largest event to date. More than 125 delegates from nine countries attend the 2010 IRT. The Liverpool IRT event was held in conjunction with the Complete Auto Recyclers Show (CARS), a multi-faceted trade show and forum originally for local auto recyclers. Organizers were hoping for 300 attendees. That number was blown away by the over 700 people who came through the doors. The event was held at Hill’s Auto Recyclers, regularly referred to as the U.K.’s

most prestigious auto recycler. The event saw a lot of heavy equipment in action, and all o w e d re c y c l e r s t o b e v e r y hands on with equipment and new technologies. There was a very large contingent of Canadian recyclers in attendance, 27 in total. For most it was the opportunity to see new equipment, hear more of the international perspectives and to tour the United Kingdom and even parts of Europe. Continued on page 70.

Steve Fletcher of ARC was one of the presenters at the latest international gathering of auto recyclers.

IRT 2012: One recycler’s viewpoint By Dave Schandor, Marshall Auto Wrecking

I was absolutely thrilled to be presented with the opportunity to attend the IRT conference in Liverpool, as I had never attended one before. Because of this, I really didn’t know what to expect; but I was determined to absorb everything possible, gather information and return with beneficial knowledge for improving our recycling business. Just as I had expected, the conference did not disappoint. The conference material, variety of presentations, trade show and seminars exceeded my expectations. We started with a tour of the JCB factory. Aside from the long bus ride to and from the plant, it was well worth it. The tour was well organized. It was presented with an introductory film on the company’s history and an equipment demo followed by a fantastic lunch. Finally, it was concluded with a tour of the incredible museum, which documented the entire history of the JCB empire. After the museum, there was a gift shop and even a gift package for all of the attendees. The JCB staff was great! Continued on page 71.

september 2012 collision Repair 69

Canada’s recyclers leading ... continued from page 69

Despite a busy schedule of tours, presentations and educational seminars, the International Roundtable on Auto Recycling also provides automotive recyclers with plenty of opportunities to network and socialize. Ed MacDonald of Maritime Auto Parts cuts a rug to the strains of one of the world’s top Beatles impersonation acts. What could be more appropriate for an IRT hosted in Liverpool?

70 collision Repair collisionrepairmag.com

Dom Vetere of Dom’s Auto Parts makes special note of the opportunity provided by having the IRT take place in conjunction with CARS. “There was a huge display of suppliers with some serious, high-end and high tech equipment,” says Vetere. “More than that, though, just meeting and speaking with different delegates from differest countries is a fantastic opportunity. The IRT offers fresh ideas and different viewpoints.” Dave Schandor of Marshall Auto Wreckers also made note of the wealth of new equipment available at CARS. “The CARS show was very interesting because of all the machinery they had, including some stuff I had never seen before,” says Schandor. “One of the things I took away from the IRT was a realization of how far ahead Canada is when it comes to auto recycling, especially in regards to environmental issues.” In addition to Country Reports from Australia, Canada, Europe, India, Japan, Malaysia and the U.S., delegates also heard about the effects of the 2011 Japanese earthquake and tsunami on the auto recycling industry; dismantling EV and hybrid vehicles; the International Dismantling Information System (IDIS); and the Canadian Automotive Recyclers’ Environmental Code Paul Fox, the Chairman of EGARA gave the keynote address - ELV Recycling Now and in 2020 - and managed to pull all of the global trends together in one thought-provoking discussion. One of the highlights of this IRT was the emergence of the Indian industry. Three delegates, all from the Society of Indian Automotive Manufacturers, attended and participated in all events. The auto recycling industry in India is highly fragmented and is in a position similar to the Canadian or U.S. markets of 50 years ago. But like any great emerging nation, India will need to manage the development of a professional automotive recycling sector sooner rather than later. By participating in the IRT and CARS, India’s auto recyclers have seen a path forward that will ensure firm foundations are built for an important industry. “No country can be full of doctors and midwives without having a thriving undertaker. That is what India needs to develop: good undertakers for cars,” quipped Captain Mohan Ram of the Society of Indian Automotive Manufacturers. The 2012 IRT wrapped up with a lively open discussion on the trends that all recyclers are seeing, such as increased total losses, the global emergence of the Green Recycled Parts brand, the thriving underground economy that undermines legitimate businesses everywhere and the need for more data and interaction with OEMs, insurers and repairers. The IRTs officially run every 15 to 18 months and are hosted by a local national association. Like any worthwhile event though, the learning continues every day, and the relationships that auto recyclers create and nurture continue to pay dividends. The U.S. association will host the next IRT, taking place November 2013 in Phoenix, Arizona. The event will be part of the ARA Annual Convention.

IRT 2012... continued from page 69

That evening was spent networking over dinner with a great group of Canadian delegates. We would all like to thank Trevor from Wholesale Auto Parts for covering the tab. On Friday morning, we travelled by bus to Hill’s Salvage and Recycling, the site of the IRT conference and the CARS trade show. Because we got there early, many of the exhibitors were still in the process of setting up their booths and displays. Having the conference at this type of venue was a great idea since it gave everyone enough room to spread out. It also attracted a large crowd, as well as an impressive amount of vendors. The presentations from various countries were very interesting. Canada, Europe, India, Malaysia, Japan and the U.S. were all well displayed and presented the highlights and in some cases A car baler in action at Hill’s Brothers, part of “lowlights” of the the outdoor exhibit area industry in their refor the CARS event. spective countries.

I was surprised to learn that Canada was considered a role model for most countries, especially in regards to environmental controls within the industry. The report from India somewhat shocked me, since it was an industry that is being plagued by corruption and criminal activity. The Japanese presentation was a bit of a tearjerker, as they presented a film of the devastating tsunami and the incredible recovery efforts of the entire nation. It also showed the critical role that the recycling industry played in this incredible effort. Other interesting topics covered at the conference were the handling of ELV electric cars and the Canadian Automotive Recycler’s Environmental Code (CAREC), as well as a variety of issues open for discussion. I also took the time to attend several seminars which interested me, as well as touring through every trade booth at least twice. On the final morning I had the pleasure of taking a private tour of the Hill’s Brothers complex. This was one of the most impressive facilities I have ever seen, and I certainly took home some great ideas. The IRT conference was a valuable and memorable experience and I would definitely encourage anyone to go.

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400 Auto Wreckers named York Region Small Business of the Year By Lucy Mazzucco

When you give to the community, it often gives back. For Tom Huehn and the staff of 400 Auto Wreckers, recognition came in the form of an award for Small Business of the Year in York Region. The award was presented on June 11 at The Manor in Kettleby, Ontario during the Colossal Chamber Connection Event, organized by ten York Region Boards of Trade and Chambers of Commerce. Over 500 business people attended to network, enjoy refreshments and cheer on the nominees for the inaugural York Region Business Excellence Awards. Two awards were given out, one for small business and the other for large business. Participating boards and chambers submitted two of their 2011 business excellence award recipients for the region-wide honour. An independent team of volunteers reviewed the nominations and determined the recipients. 400 Auto Wreckers was named the York Region Small Business of the Year. In 2011 they received the East Gwillimbury Chamber of Commerce Spirit of Success Award for Environmental Leadership for recycling tons of material and fluids that would clog landfills and pollute the environment.

“I believe they gave us this award because of the community outreach that we do. We have fundraising efforts through OARA. our own literacy program for children and environmental achievem e n t s , ” s a y s To m Huehn of 400 Auto Tom Huehn of 400 Auto Wreckers Wreckers. “It’s a great and Laurie McDonald, President, East Gwillimbury Chamber of Commerce. honour for us to have received this since it is the first time that the award has been issued in the York region.” York Region boards of trade and chambers of commerce represent over 7500 member businesses. Each organization recognizes business excellence at the local level with annual awards in areas such as Entrepreneurship, Innovation, or Environmental Leadership.

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Congratulations Collision Repair Magazine on your 10th Anniversary!

72 collision Repair collisionrepairmag.com

Serving the Automotive Industry for Over 45 Years

Green parts at MOVE: The Transportation Expo By Mike Davey

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

MOVE: The Transportation Expo takes visitors on a tour through the past and present of transport and tries to give them a glimpse of the future. The event takes place in Toronto at Evergreen Brick Works and runs until the end of October. The Ontario Automotive Recyclers Association is one of the event’s sponsors as well as an exhibitor. We can’t go into everything there is to see and do at MOVE, but we can give you

a few details about the OARA exhibit. It deals primarily with vehicle recycling, as you might expect, but it does it in a way that even those who think they know auto recycling will find interesting. All of the display components at the OARA exhibit were donated by Carcone’s Auto Recycling, including the centrepiece of the exhibit, a crushed car in plexiglass. For more information, please visit ebw.evergreen.ca/move.

A crushed car encased in plexiglass is just one of many exhibits at MOVE: The Transportation Expo.

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Congratulations Collision repair Magazine on your 10th anniversary!

74 collision Repair collisionrepairmag.com

Solera acquires APU Solera has signed a definitive agreement to acquire substantially all the assets of APU Solutions, a cloud-based locator of recycled, aftermarket, reconditioned and surplus original equipment parts for the vehicle repair industry. This follows a recent announcement regarding Solera’s acquisition of Actual Systems, the manufacturers of the Pinnacle yard management software platform. APU sources these alternative parts from its extensive, qualified network of automotive recyclers, parts distributors, dealers and manufacturers. APU’s customer base consists primarily of insurance carriers. “This acquisition will be an important milestone in our ongoing effort to provide our customers with software applications and decision support tools that facilitate electronic vehicle parts trading. APU links the demand for parts channeled through our core estimatics with the supply of parts in the collision repair chain, driving additional value to our customers,” said Tony Aquila, Solera’s founder, Chairman and Chief Executive Officer. “APU will build on and extend the part procurement capabilities we deliver through our Audatex and Hollander businesses in the U.S. and abroad. Because of this, we are excited about the opportunities to leverage APU solutions outside the U.S. to help insurers effectively manage their part costs.”

Knowledge and networking at APRA electrical clinic By Mike Davey

Modern charging and starting systems are considerably more advanced than their predecessors, and knowledge is the key to understanding them. That was one of the messages delivered at the Automotive Parts Remanufacturers Association electrical clinic held at the Holiday Inn International Airport in Toronto, Ontario. Education and networking are two of the hallmarks of every APRA event. The first day of the event was given over to tours of local businesses, so attendees could get a broad view of various methods and techniques currently in use. Three local businesses hosted tour groups: Dixie Electric, Litens Automotive and D & V Electronics. A reception and mini-expo followed. The second day began with opening remarks and introductions by Dan Smith, APRA’s Electrical Division Chairman. The first speaker was Mohammad Samii of Sammy’s Auto Electric. He spoke on advances in modern charging and starting systems. Samii also spoke in the afternoon session, this time presenting information on rebuilding techniques for newer starters and alternators. It wasn’t just technical education that drew attendees. The next presenter, Eli Melnick of Start Auto Electric, delivered crucial tips on

The APRA clinic also included an opportunity to meet with suppliers of various brands, such WAIglobal’s Transpo line.

running today’s auto electric business. Other speakers included Michael Wang of WIA Global/Transpo, who discussed various technical aspects of certain regulators and Robert Wang who discussed Litens OAD. A roundtable discussion followed the presentations. For more information on APRA, please visit apra.org.

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ourgratitude Thanks for 10 great years! By David Gold

n the late spring I received a phone call from Mike Davey, editor of Collision Repair magazine, and he advised me that the magazine is celebrating its 10th anniversary serving Canada’s collision repair industry. Mike said I might consider writing an article recapping the past 10 years and what has changed in the auto recycling industry during this period. My mind has been racing with all of the exciting developments and changes in the industry since I received Mike’s phone call. As I sit here at my desk with a pad and pen, it occurs to me that Collision Repair magazine has been along for the ride the entire time and they have in fact helped shape and communicate all of the events this past decade. About eleven years ago or so, I received a call

from our marketing manager, Carmen Wright, to tell me that we had a visitor who would like to speak to me about a new magazine that was set to be published. I rememb er t he me et ing li ke it was yes terday: Darryl Simmons came to Standard Auto Wreckers to discuss the auto recycling industry. Lo and behold we ended up sitting in our boardroom, talking about the collision repair industry and how it relates to all stakeholders, including the auto recyclers. Darryl and I had a casual discussion about his vision for covering the industry and the role auto recyclers should play in it. I had no idea at that time what would become of this new relationship and I didn’t press the issue. I was just happy that the auto recycling

I participate in Switch Out because… At industry meetings across the country, recyclers and dismantlers like Herbert Dugas of Dugas Auto Recyclers & Rebuilders are telling us why they participate in Switch Out – Canada’s automotive mercury switch recovery program. More than 1,000 auto recycling businesses across the country have registered for the program because it’s completely free of charge, it’s good for the environment and it’s good for business. Recyclers that participate in Switch Out demonstrate to their scrap steel buyers that they comply with the Zero Mercury Scrap Purachsing Policy. The Switch Out team would like to congratulate Media Matters on the 10th anniversary of Collision Repair magazine. Thank you for all your support of our program over the years!

To register for Switch Out or to view the list of active participants, please visit www.switchout.ca or call 416.922.2448 x286 for more information.

76 collision Repair collisionrepairmag.com

A program of:

recycling i

industry would be represented in this publication and that I was chosen to help be the conduit for it. On that fateful day, Darryl and I basically laid out the groundwork for my first article and we were entirely on the same page, with the message and purpose of the articles that I would write.

sure that all stakeholders are represented appropriately both in print and online but moreover at industry functions that are often organized by the magazine itself. At this time I feel it is important to acknowledge Collision Repair magazine and its staff for

I am … encouraged that we have a publication that cares enough to help our cause and is always willing to get the message out there. Prior to the involvement of Collision Repair magazine, I can tell you that the auto recycling industry never felt as though we had any influence, or for that matter that we were even a part of the collision industry at large. Much of what has happened in the past ten years is a credit to the constant and tireless effort that Collision Repair magazine has put forth to make

the work that they have done over the past 10 years and for the fundamental change this has meant to the auto recycling industry. We have all come to know Collision Repair magazine as the go-to magazine for the industry. This is because of the leadership of the magazine, Darryl himself, and because of the will and determination of staff like Ryan Potts, Mike Davey, Daniela Luberto,

continued on page 78

september 2012 collision Repair 77

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Gloria Mann, Joe Plati and Dan Brennan. Like any business, it’s the people that make the difference and having the opportunity to work with this aforementioned group has been a real pleasure for me and I am truly grateful. We have all witnessed how the magazine has evolved over the years. It is so nice to know that there is a real desire for constant and never-ending improve-

ment with respect to how the magazine integrates the stories from the perspectives of all stakeholders. That is what makes it so special. In the past 10 years, I have probed into topics ranging from collision repairer compensation on used parts to the benefits of going green, reusing parts and everything in between. For me, it has been a labour of love and I

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78 collision Repair collisionrepairmag.com

have enjoyed every minute of it. We almost take it for granted now that Mike and Gloria will be at our industry events with a pen, a pad and a camera in hand, ready to get the latest scoop and tell the entire industry about it. Prior to Collision Repair magazine’s involvement and interest in telling a complete stor y, there was no formidable publication at our events (or, for that matter, following us around) and helping us to create our own events that centre on the recycled auto segment of the industry. For what it’s worth, I can honestly say that the magazine and the publications that have spun off as a result of it (like the Canadian Auto Recyclers magazine and the Collision Repair and Canadian Auto Recycler e-zines), have made some of the more challenging changes in the industry this past decade more tenable and easier to deal with. As for the auto recycling industry, simply put, it has gotten tougher these past ten years and we have been forced to find as many ways as possible to extract more dollars from every vehicle we process just to stay afloat. Many auto recyclers will not be able to evolve and will therefore close their business as a result. Auto recyclers still face the indignity of having to compete against a largely open marketplace of unregulated and unlicensed third parties These are the parts of our daily grind that are not fun. However, I am happy and always encouraged that we have a publication that cares enough and is always willing to help our cause and get the message out there. So, to Collision Repair magazine and all its staff, thank you for the opportunity to get our message out there and for highlighting all of the positive and negative issues related to our industry. Steve Fletcher and I couldn’t ask for a better conduit to our target audience and for a better group to help us network in the collision repair industry arena. You guys are the best! 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 phone at 416-286-8686 or via e-mail at david@standardautowreckers.com.

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last word

Cloudbonus There are advantages to offloading the IT burden. By Mike Davey

’ve written before about one of the disadvantages of cloud computing, that if your internet service goes down, you can’t get to any of the data stored in the cloud. This is still the case, but it’s already a relatively minor issue. Internet service in most parts of Canada is very reliable and is likely to only get better in the future. In this issue, we’ll discuss some of the advantages of cloud computing. Some of these are advantages for your shop, others are spread out across the industry. The nice thing about those wide spread advanages, of course, is that your particular collision repair facility will get the benefit too.

That’s part of what you’re buying from them when you sign up. The third advantage of cloud computing is a reduction in waste. You will likely save time, energy and money by offloading the burden of data management onto the same company that supplies your software, but that isn’t what I’m talking about. At the very simplest level, you will reduce your shop’s energy consumption. You won’t need a large, robust (and energy gulping) system just to store your data. The company maintaining the cloud does that. Quite frankly, they can do it better than you can. They’re specialists in this type of work, just like

A cloud-based system carries a much reduced cost of ownership. First, there’s the fact that using cloud computing can take a lot of the IT burden off of your shoulders. Support, maintaining servers, making sure data is backed up and secure; all of these things become the responsibility of the cloud provider. You can do all of those things yourself, but the cloud provider probably does it better and cheaper than you ever could. One collision repair facility can only spend so many resources on information technology and services. A robust, cloud-based service allows the cloud provider to leverage a much smaller percentage of resources from hundreds and possibly thousands of individual shops. They each contribute a much smaller portion than if they were doing it on their own and reap even greater benefits. This decreased responsibility on your end leads directly to the next point. Accessing a cloud-based system generally carries a much reduced cost of ownership, compared to doing everything on your end. Hardware upgrades for storage? Not your problem. Scalability issues? Again, not your problem. You can let the company maintaining the cloud worry about these issues.

your dentist is a specialist in fixing teeth and you’re a specialist in fixing cars. One advantage really only appears when you consider the collision repair industry as a whole. A concept called Big Data is making waves in IT circles. Put together, collision repair facilities have terabytes and terabytes of data. As a rough guide, you can consider one terabyte to be equivalent to 1000 copies of the Encyclopedia Brittanica. That’s a lot of information. The problem is that it’s scattered. Cloud computing allows that data to be securely pooled in real time. On its own, your shop’s data tells you about your shop. The cloud environment allows for the data to be aggregated quickly and securely. This leads to vastly superior business analytics. It can also lead to much more effective fraud detection. That’s a bonus for anyone who wants to see a more level playing field. CRM

80 collision Repair collisionrepairmag.com

Mike Davey is the editor of Collision Repair magazine. He can be reached at 905370-0101 or via email at editor@collisionrepairmag.com.

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