Collision Repair 11#5 by Media Matters

SPECIAL REPORT: NACE OFFERS THE BEST OF NEW ORLEANS Serving the Business of the Industry

CAPITAL GAINS With four CSN locations, Danny, Gaetano and Joe Frangione keep the nation’s capital covered.

Volume 11, Number 5 l November 2012

HIRE QUALITY How to find and keep the best techs. CAPTURING COOL Hot tips for breaking into custom paint. Plus Tire Take Back Days, insurer viewpoint and much, much more!!!

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CONTENTS

On The cover 35 The strength of synergy The Frangione’s four Ottawa area shops function as a unified whole.

Volume 11 Issue 5, November 2012

features 38 Auto artistry Breaking into custom paint requires planning and skills. 42 hire quality How to find and keep the very best. 45 marketing trends New techniques plus tried-and-true methods equal positive results. 48 Aim high CARSTAR storms the nation’s capital with the theme of “Be the Best.“ 52 NACE Preview What to see and do in New Orleans. 54 New Products The latest and greatest in equipment and supplies.

NEWS

06 COLLISION REPAIR 58 TOWING 60 jobbers 63 RECYCLING

departments 04 Publisher’s page by Darryl Simmons True leaders.

SPECIAL REPORT: NACE OFFERS THE BEST OF NEW ORLEANS Serving the Business of the Industry

CAPITAL GAINS With four CSN locations, Danny, Gaetano and Joe Frangione keep watch in the nation’s capital.

HIRE QUALITY How to find and keep the best techs. CAPTURING COOL Hot tips for breaking into custom paint. Plus Tire Take Back Days, insurer viewpoint and much, much more!!!

On the Cover: From left: Danny, Gaetano and Joe Frangione. Photography by Brian Hargreaves.

YOUR ONLINE SOURCE

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

COLLISIONREPAIRMAG.COM

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

24 Prairie View by Tom Bissonnette Our nature. 26 Point Blank by Sam Piercey Peanuts for monkeys. 28 Social Media by Jonathan Barrick Create or curate? 30 Insurer viewpoint by Jay Perry Healthy dialogue. 32 Who’s driving? by Jay Perry Friendly advice. 72 Recycling by David Gold Car-Part’s solutions. 74 THE LAST WORD by Mike Davey Get the most from shows.

november 2012 collision Repair 03

publisher’s page

trueleaders

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

Following will only take you so far.

general manager Ryan Potts ryan@mediamatters.ca

By Darryl Simmons

EDITOR MIKE DAVEY editor@collisionrepairmag.com

t’s that time of year again! There’s always something exciting about autumn. I could wax poetic about how the chill in the air and the turning of the leaves connects with something primal within us, that soon the snows will come and we must hurry to ensure our harvest lasts us through the coming winter. I could, but I won’t, b ecause that’s not why I’m excited.

One of the great things about trade shows is the chance to meet up with people who are on a higher level than you are in at least one aspect of your business. I don’t care how good you are. I guarantee there is at least one person somewhere in the industry who does something better than you do. They might be behind you in just about every area, but they’re out in front on that one

True leaders are defined by what they create, not by what they copy. Don’t get me wrong, that stuff ’s fine for some, but I’m much more excited that it’s show season again. There was a time when trade shows were one of the only ways to get information about new and upcoming products. That’s simply not true anymore. You know just as well as I do that you can connect with any supplier in minutes, no matter where in the world you are. Getting your product information online is faster and doesn’t require being jostled by crowds. So, should we stop attending trade shows? Hah! The biggest value of the big shows li ke NAC E and SE MA is no longe r product info, if it ever was. It’s connecting with and learning from your p eers. Perhaps just as imp or t ant is connecting with those who aren’t your peers. Think about it. The dictionary definition of “peer” is “a person of the same age, status, or ability as another specified person.”

thing. Find out what it is and see what you can learn. That doesn’t mean that you should blindly copy what your competition is doing. There might be one thing—or a lot of things—they do better than you do, but you’re not going to win by copying them. The one common attribute of true leaders is that they lead. Copying the best in the business won’t make you a leader. Take what others offer and learn from everyone you can. But at the end, if you want to lead, you have to lead. It’s just that simple. True leaders are defined by what they create, not by what they copy. This industry doesn’t have room for slavish imitation. We need leaders. CRM

04 collision Repair collisionrepairmag.com

ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com Interns Jiessie chen, katherine webb, lucy mazzucco, Mark kimmich, Raisia Karnani COLUMNISTS DAVID GOLD, JAY PERRY, jonathan barrick, Ken Boulton, 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

BMW Certified Collision Repair Centres

bmw.ca/ccrc

BMW CERTIFIED COLLISION REPAIR CENTRES.

Accidents happen. And while a BMW Certified Collision Repair Centre can’t undo the accident, it can undo the damage. BMW Certified Collision Repair Centres are equipped with the most sophisticated BMW technology, including frame straightening machinery developed and designed specifically for repairing BMWs, advanced bonding and riveting techniques, and a steadfast commitment to upholding BMW’s strict standards. Whether it’s a minor scratch or a major accident, your BMW is better off in expert hands. Year after year, the network of BMW Certified Collision Repair Centres continues to grow. Launched in 2004 with a mere 10 repair centres, the network has grown to 26 today. By early 2013, there will be a total of 36 BMW Certified Collision Repair Centres in the country. You can be confident that our highly-trained professionals will restore the safety and performance of every BMW to its original pre-collision factory specifications, and at the best possible price. For more information, visit bmw.ca/ccrc.

THE ONLY APPROVED OPTION, GUARANTEED. ALBERTA Contemporary Coachworks, North Contemporary Coachworks, South Doug’s Place Collision Modern Auto Body

BRITISH COLUMBIA Bavara Auto Haus Inc. B&D Autobody & Glass Ltd. No. 1 Collision (Lougheed) No. 1 Collision (Richmond) No. 1 Collision (Vancouver) Richmond Auto Body of North Vancouver

MANITOBA Don Vito Collision NOVA SCOTIA Chapman Auto Body

ONTARIO AWIN Advanced Autobody Centre Budds’ Collision Services Ltd. Camco Collision Centre European Auto Body Excellence Auto Collision Excellence Auto Collision (Concord) Heartland B&B Mitek Fine Automobile Body & Paint Otto’s Collision Centre South Barrie Collision Centre White Oaks Auto Body

QUÉBEC BMW Canbec Collision Centre BMW MINI Laval Collision Centre SASKATCHEWAN Sherwood Collision

the front end

People on the move Roland Taube joins LKQ as Director of PBE Operations LKQ Corporation has announced that Roland Taube has joined the company in the role of Director of PBE Operations, Canada. Taube is well known to members of the Canadian collision repair industry as both AkzoNobel’s country manager for the Canadian market for 10 years (from 2000 to 2010) and for his work with the Automotive Industries Association, including a stint as Chairman of AIA’s PBE council. In 2010, he moved to the decorative side of AkzoNobel’s coatings business. However, Taube says he soon realized that he missed the automotive aftermarket. “We’ve had a couple of interesting projects, but I missed the regular interaction with members of the industry,” says Taube. Ta u b e b e g a n w o r k i n g o u t o f L K Q ’s Brampton office on September 4. His duties

include developing and executing strategy for LKQ’s Canadian paint, body and equipment operations. “We are very pleased to have Rolly join us as we move forward with our plans to expand LKQ’s PBE offering in Canada,” says Jim Pundt, LKQ’s Regional Vice President, Northeast U.S. and Eastern Canada. “We have every confidence that Rolly is the right person to lead this effort. His experience with the Canadian industry speaks volumes.” For more information on LKQ Roland Corporation, please Taube. visit lkqcorp.com.

Vital Funding Issues Members of North Carolina’s House of Representatives – on an austerity drive – have the state’s $72 million of NASCAR funding in their sights. Other members are determined to keep the funding in, citing that most NASCAR teams are headquartered in the state and that it is home to the Charlotte Motor Speedway and the NASCAR Hall of Fame.

Kids These Days A pair of young carjackers in Tennessee had to scrap their

Steve Leal named as future President of Fix Auto Canada

criminal plans to steal a

As part of a succession plan for the company, Guy Bessette, Chairman of the Board of Directors is proud to announce that Steve Leal will join the shareholding of Fix Auto Canada in the coming months. Effective October 1, 2012, a new entity will own all the provincial entities and Fix Auto Canada. This new partnership will also form part of the company’s succession plan. Bessette, Duplantie and Leal will be shareholders in the new Fix Auto Canada entity. Duplantie and Bessette firmly believe in Leal, who will be leading the new company. As a result they have decided to Steve welcome him as a Leal. shareholder.

parked but still running. It

06 collision Repair collisionrepairmag.com

car they spotted that was turns out neither one knew how to drive a stickshift.

Staged Collision ... For Love! Normally collisions don’t result in marriage proposals, but then, normally they aren’t staged, either. A Russian man staged a car accident with the help of professionals in which he faked his own death. When his girlfriend arrived, she was told that he died. He then got up and proposed. No word on how the repairs to the car went. Oh, and she said yes.

illustrations by jiessie chen

Leal will officially become President of Fix Auto Canada when the transaction goes into effect on October 1. Duplantie will fill the role of Strategic Advisor to the President. Bessette will continue in his position of Chairman. According to a statement from Fix Auto Canada, this succession plan is intended to be fully transparent without any changes to either the teams in place in any province or with the head office in Quebec and its regional offices. Fix A uto C a n a da s a y s t h i s n e w a pproach will allow the network to further standardize its processes and to be more effective in communication and decision making, delivering better results to Fix Auto’s strategic partners. For more information on Fix Auto, please visit fixauto.com.

Metal

With Envirobase High Performance. ®

If you’re going for the gold, team with a winner for replicating today’s sophisticated automotive colors: Envirobase® High Performance basecoat from PPG. With its superior ability to create metallic finishes that are exceptionally clean, crisp and smooth, this advanced waterborne technology offers best in class performance when finishing precious metal. Envirobase HP waterborne basecoat. Worth its weight in gold. • Exceptional metallic control • Unparalled color match • High pigment opacity • Anti-settle toner technology • Easy to apply and blend

Custom built by Bill Steele of Steele Kustoms, Oakdale, PA.

news

People on the move McGarry to take leadership of global auto refinish for PPG PPG has announced that Michael H. McGarry, current PPG senior vice president, Commodity Chemicals, will be appointed execuMichael H McGarry. tive vice president and join the company’s executive committee. The appointment went into effect on September 1, 2012. McG ar r y will a s sume le ade r ship re s p o n s ib ili t y fo r th e c o m p a ny ’s g l o b a l automotive refinish businesses and aerospace products, as well as the Asia Pa c i f i c r e g i o n a n d g l o b a l i n fo r m a ti o n

technology function. These responsibilities are in addition to McGarry’s current role as leader of the commodity chemicals business and the environment, health and safety function. He will be based at PPG’s global headquarters in Pittsburgh and will continue to report to Chairman and CEO Charles E. Bunch. Bunch released a statement regarding the promotion of McGarry and several other key executives at PPG. “These executives have demonstrated strong performance in leading their respective businesses and functions in a complex, global environment, and I am confident that they will continue to contribute significantly to PPG’s business success in these key leadership roles,” Bunch said. For more information, visit ppg.com.

Marc Bourne new GM, Sales for Wedge Clamp Wedge Clamp Systems has announced the addition of Marc Bourne to the position of General Manager, Sales. Bourne brings with him 25 years of experience in sales management and marketing. Wedge Clamp says Bourne will work with customers and continue to build the Wedge Clamp and NITROHEAT b r a n d s. B ou r ne can be reached by email at mbourne@ wedgeclamp.com or by calling 800615 - 9 9 4 9. For more information, Marc Bourne. visit wedgeclamp. com.

Keith Hayward joins Pace Filtration

Karen Broccardo new Distribution Services Manager for BASF auto refinish

Pace Filtration has announced that Keith Hayward has joined f o rc e s w i t h P a c e Filtration, a manufacturer and distributor of Keith filtration products for Hayward. the finishing industry. As well as their own product lines of Pace and Micro-Duster, Pace is also an authorized distributor for 3M, Columbus Industries, Filtrair and Superior Fibers Inc. Hayward can be reached at 800-387-8820 or via email to keith@pacefiltration.com.

BASF has announced that Karen Broccardo has joined the Automotive Refinish Business group as Distribution Services Manager. She will be located in Southfield, Mich. According to Chuck Soeder, Vice President, Automotive Refinish and Industrial Coatings Solutions, Broccardo will be responsible for sales forecasting, sales compensation administration, ColorSource Distribution administration, Customer Relationship Management Tools and sales history and data administration. Prior to joining BASF, she was the Sales Operations Specialist for Ricardo in Van Buren Township, Mich., where she was responsible for all sales forecasting in the U.S. and was part of the global SAP implementation team. Karen Broccardo has a bachelor’s degree in Business AdminisBroccardo. tration from Western Michigan University.

CARSTAR appoints Quality Systems Specialist in Western Canada Te r r y H o l o w a t y h a s b e e n a p p o i n t e d CARSTAR’s new Quality Systems Specialist for Western Canada. As a member of CARSTAR’s Quality Systems (CQS) team, Holowaty will work directly with franchise partners in British Columbia, Alberta, Saskatchewan and Manitoba, helping them to understand and implement CQS best practices. He will also work towards supporting the needs of CARSTAR’s insurance partners in these regions, ensure their customer’s vehicles are repaired correctly and within a timely manner, in accordance with CARSTAR’s quality standards.

“This appointment of Terry Holowaty is very important for our Western market ensuring they operate as best in class stores,” said Lloyd Wheeler, CARSTAR’s Regional Director, Western Canada. “Terry’s experience and expertise in effective production, technical logistics and estimating practices will be invaluable to our current and future CARSTAR Partners in the Western provinces.” Holowaty is trained as a Journeyman Autobody Technician, with over 25 years of experience in the collision repair industry, including 15 years of experience at the managerial level. In addition, Terry has run

08 collision Repair collisionrepairmag.com

his own independent auto damage appraiser comp a ny. H e w i l l b e working closely w i th CA R STA R’s Regional Director for Western Terry Holowaty. Canada, Lloyd W he ele r, to help satisfy the needs of CARSTAR’s Franchise and Insurance Partners and continue to build the brand throughout the region.

news

Trista Anger joins CSN as Regional Manager, Western Canada Larry French, National Director of Sales at CSN Collision & Glass recently announced a new addition to the corporate team. Trista Anger will serve as CSN’s Regional Manager, Western Canada. Anger has been involved in the collision repair and insurance industries for many years. A native to Alberta, Anger has experience in insurance relations, business development and human resources and marketing that CSN hopes will be a tremendous asset, particularly as the organization continues its growth Trista strategy across the country. Anger. Anger’s primary role will be the management of CSN’s insurance programs and relationships, vendor relations and network compliance in Western Canada. “Our CSN members and industry partners have come to expect a high level of professionalism, dedication and energy from the CSN team,” says French. “We feel confident that Trista’s energy and knowledge of the collision repair industry will further enhance our core values throughout Western Canada.” For more information on CSN Collision & Glass, please visit csninc.ca.

Dick Cross named as ASRW keynote speaker Automotive Service and Repair Week, in conjunction with DuPont Pe r for mance Coatings, is pleased to announce that Dick Cross will deliver the keynote pres e n t a t i o n t i t l e d “ U n l o c k Yo u r H i d d e n Greatness” at the Opening General Session s che dule d for T hur s day, O c t. 11, from 8:45 a.m. to 10 a.m. Through eight “hands-on” turnarounds, more than 100 CEO consulting assignments, teaching at Har vard and two partnerships in private equity, Cross has developed a point of view about hidden greatness residing in most companies, and how to unlock it. Elaborating on concepts from his Amazon Best-Selling New Release, Just Run It! Running an Exceptional Business is Easier than you Think, he will deliver

an easy-to-understand framework for doing your job at the top of your company. “We are pleased to sponsor Dick Cross as the ASRW keynote speaker and show our continued support for the industry,” said Mike Bennett, marketing manager, D u Po n t Pe r fo r m a n c e C o a ti n g s , N o r th America. “Dick knows how to run a successful business. He will share his vision, offering a roadmap of key actionable ways to achieve business success. Attendees will leave with a feeling of empowerment, which is a great way to start ASRW.” Tickets for the Opening General Session are included in the purchase of a Super Pass, or are $35 if purchased individually and may be purchased online or on-site in New Orleans.

Mary-Anne Robsinon joins Servair Filters Servair Filters is pleased to announce that Mary-Anne Robinson has joined their team of spray booth filter professionals. Robinson has over 24 years of experience working with customers in the automotive and manufacturing sectors. In her new role, she will work with Servair Filters collision centre customers to ensure their spray booth filters are installed and maintained properly. “Mary-Anne is a perfect fit for our team,” says Brad Wilson of Servair Filters. “We are very familiar with Mary-Anne as she was Mary-Anne with a key supplier of ours for a number of years. We can vouch Robinson. for her passion, her dedication and her commitment to customer service. We’re very excited to have her on board.” For more information on Servair Filters, please visit servairfilters.com.

UH OH... BETTER GET Maaco! Maaco Mississauga East

eady made the move! ops alr h s e s The

Maaco Thornhill

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

CALL

November 2012 collision Repair 09

news

reader letters New apprentices are the lifeblood of the industry. However, many students never make it that far. Of those that do, many leave the industry shortly thereafter. We recently asked readers to weigh in on why so few students secure an apprenticeship. I had the opportunity to meet a very enthusiastic young man, in the top ranks of his class in collision repair technician training at Fanshawe College in London, Ont. Part of the course requires that he have eight weeks shop experience, and even though a good portion of his salary is subsidized by the program he was unable to raise any interest or additional referrals from local shops. The college had a limited list of contact shops, he created his own list and I added a number of contact names which he followed up on. We all know that we had a mild winter this past season and collision repairs were down, however, the lack of support and encouragement at this stage from the college, from the college’s network, and from the other doors he knocked on, left this young man less than enthusiastic about a future in the collision industry and as a result he has opted out of the program. However, the good news is that he still has a desire to make a future within the automotive industry, and as such he is reregistering into the automotive mechanical repair program, where he hopes to receive a better reception from the grass roots of the industry, and a more confident feeling for a more productive future. Terry Jarvis, Representative Kanmar Inc. London, Ont. I am seriously concerned about the future state of the collision repair industry in general, with respect to availability of apprentices, skilled journeypersons and the aging work force. I personally had the opportunity to speak to first year apprentice classes for many years. I was alarmed to hear first hand from the students that many had no interest in staying in this field but rather it was an open seat until something better came along. Unfortunately, I have seen apprentices and seasoned certified collision technicians migrate to other industries for better wages, and I cannot blame them. We need to pay our technicians what they deserve. We all know that vehicle technology and repair methods are changing and the need for qualified techs is paramount. Employers have to apply a ratio of two to one under the apprenticeship program, meaning you can have a maximum of two apprentices to one journeyperson. How will this work when the journeyperson has left the industry? Who will be available to properly repair vehicles today, let alone tomorrow? Last year, I was equally alarmed to find out that under the apprenticeship program the decision was made to remove Human Relation courses from the curriculum. I find it interesting that it’s felt that people skills are not important in this trade. I did send a letter to the appropriate division expressing my views. I do not believe in sweeping problems under the rug, they can only get worse on their own, not better. That which you can confront, you can control; that which you cannot confront will control you. Sharon Wells, General Manager Collision Clinic St. John’s, NL 10 collision Repair collisionrepairmag.com

The system as it now operates is doomed for failure. The hourly rate imposed unilaterally by an assortment of different companies will not allow for replacement of equipment, training of staff and replacement of staff. Why would a young person want to take on an apprenticeship for the wages now paid when they can go into some other field and make almost a third more money starting out? In 1970, an acquaintance of mine started an auto body apprenticeship making a gross wage of $20,000, while a younger brother started in the transportation industry at a gross wage of $32,000 in the same year, which also included a pension paid for by the transportation company. Today in Sault Ste. Marie, Ont., a body repair technician with experience of anywhere from 10 to 20 years makes approximately $23 per hour plus benefits, while a ticketed electrician starting out in his first year of work will be compensated with a package of $35 per hour plus benefits. With the present hourly rate structure for repair shops, no shop owner in his right mind could possibly entertain paying a technician $35 per hour. The sad reality is eventually the rates will have to increase or there will be no more qualified repair people. Time and time again I have been told by shop managers and owners, “we have advertised for weeks for people,” but their clarion call goes unanswered. It’s a struggle to replace with qualified people. It is to the point of being panic driven. I stopped to talk to an old acquaintance of mine who is a painter; this man has worked at the occupation for 40 plus years. He is magic when it comes to finish coating. A sense of overall disappointment and a feeling of not being worthy exude freely from our conversation – what a shame! But this feeling of unworthiness pervades throughout the industry because of less than fair treatment by participating socalled partners. Charlie Johnson Town & Country Appraisals Sault Ste. Marie, Ont. We personally work with all our local high schools and tell them we are interested in employing anyone that wants to become a body technician, painter, etc. Through the co-op program, we are able to choose those that meet our standards. Upon completion of high school we hire the successful applicant for one year and review them quarterly to establish where they want to be in the industry. If in that one year they show promise, we work with the apprenticeship branch to sign them up and we pay for their schooling. We have hired four excellent young men this way. Many, many more have not made the grade. It is a lot of work but very rewarding when you have an excellent young employee at the end of your efforts. Joy Skinner, President Industrial Park Collision ~ CSN Orillia, Ont.

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. We reserve the right to edit letters for length and clairty.

BE BLUE

Don’t think in black and white. Use an entire paint box of opportunities. When practising the art of refinishing trust your eyes and show-off your creative talents. It’s great that you can rely on your paint system; that you can rely on blue; that you can rely on Standox. Standox® is a registered trademarks of E. I. du Pont de Nemours and Company or its affiliates. DuPont Canada is a licensee. Copyright © 2012 DuPont Canada. All rights reserved.

news

I-CAR to roll out changes to Gold Class and Platinum Individual designations By Mark Kimmich

Big changes from I-CAR are being rolled out over the next 18 months. By July 1, 2014, all shops who hope to maintain Gold Class designation, and individuals who hope to maintain Platinum Individual, will have to adhere to new standards for training. Specifically, training is being divided into four primary roles: Refinish Technician, Steel Structural Technician, Non-Structural Technician and Estimator. An individual will need to complete all of the courses in a given role in order to achieve their Platinum Individual

designation, and a shop will need to have individuals designated in all four roles in order to achieve their Gold Class designation. “Philosophically, it makes sense,” says Andrew Shepherd, Director of I-CAR Canada. “It is a step up from the ‘random acts of training’ approach we had before - it gives people more of a path to follow and it puts collision technicians on par with professionals in other fields like real estate or insurance.” To h e l p i m p l e m e n t t h e s e c h a n g e s , p a r ti c u l a r l y i n M a n i to b a w h e r e I - CA R

12 collision Repair collisionrepairmag.com

designations are mandatory, a couple of systems have been put in place. First, as of January 1, 2014, shops and individuals will be able to achieve Gold Class or Platinum Individual-in-Progress designations. This will allow shops who have a long list of courses to complete before meeting the actual designation requirements to still meet Manitoba’s provincial requirement. Second, there is a new one-on-one consulting service being offered by I-CAR that will give shops help in either achieving or maintaining their designations. Of course, this type of shift is never seamless. According to Shepherd, “the biggest fear that people have is that they will have to go over the basics again to maintain their designations and we want to avoid that.” “We’ve done an analysis of the Red Seal program and in Quebec of the DEP,” says Shepherd. “If you show us you’ve done your Red Seal, you get 29 credits towards your designation.” In Quebec, it looks as through the crossover will be even higher. “The DEP equivalency program looks like it will come out at 40 credits towards designation.” The final change in the program will be the cost. As of January 1, 2013, the price point will be s h i f tin g u pwa r d s th o u g h, a s Shepherd indicates, this change has met with the lowest resistance from the shops. “We’ve had no negative feedback in that regard whatsoever. The previous price had been in effect for seven years, so essentially everyone that I’ve spoken to feels that that is an appropriate change.” While “there is room to go if the industry wanted to move further,” Shepherd feels that “the new recognition system should settle in place where it is for a long time. There might be minor tweaks made to some of the core skills over time, but the four roles are foundational, and by definition they shouldn’t change much.” For more information, please contact I-CAR Canada at 800808-2920.

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.

news

I-CAR to serve as link and portal for OEM repair procedures Quality repairs require quality knowledge. A thorough understanding of OEM repair procedures is often a necessary prerequisite to performing safe repairs on today’s complex vehicles. Industry training organization I-CAR has developed a “Conceptual Solution Set” that

it says will help the collision repair industry work more closely with OEMs. This proposed solution set will strive for uniformity and effectiveness of OEM repair procedures and make the information easier to access. Using the proposed solution, shops would also gain access to general knowledge required

14 collision Repair collisionrepairmag.com

to perform complete and safe repairs. “One of the big problems in our industry is that repairers don’t get those standards quickly enough—or not at all—and they’re left taking a best guess at repair procedures,” says Andrew Shepherd, Director of I-CAR Canada. “I-CAR will provide a faster and more thorough mechanism for moving them to the industry.” I-CAR CEO and President John Van Alstyne introduced the solution during the 2012 I-CAR Industry Event in San Antonio. He said it will integrate five key elements that collectively address the needs identified by the industry. The central element of the plan involves I-CAR acting as the linking pin between the collision repair industry and vehicle OEMs. It also involves development of the I-CAR Industry Knowledge Portal, which will facilitate the dialogue and communication link between the industry and OEMs. Plans include cross-industry council meetings to help guide the initiative, semi-annual repairability summits to address identified repairability issues, online dialogue forums for sharing information and providing feedback and insights and more. The solution set is to be validated and confirmed through the remainder of 2012 and into 2013, with implementation readiness currently targeted for mid-2013. Five key elements make up the proposed solution: Repairability Council: A council process led by I-CAR that would focus on defining the information needs of the industry, particularly how industry professionals prefer receiving information, refining methods for feedback on repair processes to I-CAR and OEMs and general feedback on how the overall program is working. Industry Knowledge Portal: Accessed through i-car.com, this centralized one-stop shop portal would link the industry with the various knowledge sources available across the industry and will be the engine behind the Repairability Forum. Repairability Forum: An online environment where the industry can share ideas, issues and feedback for I-CAR and OEM consideration. A real-time discussion network is also envisioned to help the industry share innovations and best practices. Repairability Summits: I-CAR-led, topicspecific problem solving events to resolve

news

is critically important that I-CAR retain its neutral position on behalf of the industry in order to continue effectively doing its core work in industry education and knowledge building. Over the next several months, we will be working with the various stakeholders involved, as well as with our Board, to define the best final solution that meets the needs of the industry and which fits I-CAR’s vision, mission and capabilities. Our goal is simply to be of greater service

to the industry we are designed to serve and we see this service-solution initiative as a great step forward for I-CAR.” As the conceptual solution was created, I-CAR sought input and feedback from the original requesters, which includes the Society of Collision Repair Specialists, Automotive Service Association, Alliance of Automotive Service Providers and Assured Performance Network, plus additional insights from vehicle OEMs and insurers.

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repair issues of common industry concern. The objective is to establish best practices for repairs that can be considered by vehicle OEMs and others. Summits are expected to be held semi-annually. Industry/OEM Linking Pin: I-CAR would increasingly engage with vehicle OEM technical service teams, encouraging uniformity of repair information formatting and availability, providing OEMs with access to information received through forums and summits as well as feedback on possible enhancements to repair procedures. I-CAR plans to continue recommending in its core technical training courses that OEM repair procedures be followed. “We believe I-CAR is uniquely positioned and equipped to effectively perform this role; and by performing this role, will create true value for the industry. It is also important to understand what this initiative is not,” says Van Alstyne. “I-CAR will not author nor publish repair procedures, however it may support vehicle OEMs with development of repair procedures that they may in turn publish. This is also not about I-CAR resolving industry commercial disputes or taking positions that might favor one entity versus another. It

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news

New Q-PANEL Automotive Refinish Training System Automotive refinish training can be expensive. In response, Q-Lab Corporation has launched a new product that might help to keep the costs down. The company has recently released the Q-PANEL automotive refinish training system. The company says the system is a low-cost platform used by automotive refinish centers to train technicians on proper painting techniques. It is also used by paint manufacturers to develop and display new paint and coating products. The system comprises a portable mounting cart and set of lightweight, simulated automobile hood and fender panels. The mounting cart is designed to fully support the panels in the correct orientation for painting. It may be folded up when not in use, requiring very little storage space. The large primed aluminum hood and fender panels are shaped like real automobile panels, but are much less expensive and can be used multiple times. For more information, visit q-lab.com.

Boyd expands in Florida The Boyd Group has announced the opening of a new collision repair centre in Plant City, Florida. The new repair centre is approximately 24,000 sq. ft. in size and will operate under the Gerber Collision & Glass trade name. The Boyd Group now owns and operates 152 locations across the U.S. The Boyd Group is continuously looking to add new collision repair locations to its existing network in Canada and the U.S. Interested collision repair centre owners are asked to contact Kim Allen at 847-410-6003 or via email to kim.allen@gerbercollision.com.

16 collision Repair collisionrepairmag.com

Three new classes from AkzoNobel Sikkens Acoat Selected Three new training classes are now available from AkzoNobel Sikkens Acoat Selected. Each of the classes has been approved for I-CAR points through the I-CAR Industry Training Alliance. The new classes are available to all Acoat Selected members and include two that are specifically aligned for those pursuing a Process Centered Environment culture. Cycle-time Processing Reduction focuses on the impact of production management on cycle time. It’s not about working faster or harder. It’s about working smarter. Rules of the Road: Standardization and Visual Management teaches how to create and implement standardization and a visual workplace while continuously eliminating waste and variability. PCE Ready addresses the processes that must be in place to manage every incoming vehicle such that it can flow without delay or interruption through the repair process. The Process Centered Environment Program is a continuous improvement initiative developed by AkzoNobel to enable the company’s collision centre customers to create a sustainable competitive advantage by utilizing a series of interconnecting / interactive events that allows a product or process to flow freely and continuously. PCE is characterized by an intense focus on two driving factors: creating customer value and the reduction/elimination of waste “The addition of these classes expands our industr yleading class assortment to twenty-three courses,” says B a r r y R i n e h a r t , A k zo N o b e l N o r t h A m e r i c a n S e r v i c e s Manager. “The combination of the Sikkens brand paint technology and our leading edge business education programs and highly skilled business consultants that work with our business clients has created metrics of success that exceed industry trends.” For more information about Acoat Selected or distributor and shop training, please visit acoatna.com or contact your local AkzoNobel or distributor representative.

news

Cell phone use while driving symptom of larger issue By Mark Kimmich

Cell phones don’t cause accidents, people cause accidents. According to a new study published by researchers at Massachusetts Institute of Technology, people who use cell phones while behind the wheel are the same people who exhibit other risky driving behaviours. Cell phone use may simply be a symptom of distracted driving.

The study, simply put, asked people to complete a questionnaire on their driving behaviours and then recorded different physiological responses once they got behind the wheel of a specially instrumented car. It measured heart rate, eye movement and other physiological responses in an effort to measure overall “cognitive load.”

“In this study, we were trying to determine what the relationship really is between [the participants’] perceptions about their selfreported behaviours and their actual driving behaviours,” explains Bruce Mehler, a research scientist at MIT. “What really came out of it was that regardless of whether or not they have a cell phone in their hand, the tendency for people who reported using a cell phone frequently while driving was that they drive faster, spend more time in the left lane, change lanes more often and have more high speed accelerating and braking events.” There has already been doubt cast on the effectiveness of cell phone bans as they are notoriously difficult to enforce. In fact, according to Mehler, “localities where cell phone bans are in effect don’t actually see accident rates reduced necessarily.” Moreover, accident rates have been declining for about the past decade generally. Pete Karageorges, Manager Consumer and Industry Relations for Ontario at Insurance Bureau of Canada, sees cell phone bans as a step in the right direction. “We have supported cell phone bans in the past, but they are one factor among many that need to be addressed.” Karageorges added, “the challenge has always been to eliminate or minimize distractions.” “We aren’t saying that cell phones are fine to use,” says Mehler. “In fact, there is evidence that they are an increased risk factor. But banning someone from using a cell phone isn’t in and of itself the whole story. Part of what we were hoping would come out of this is that we’ll have a more substantive discussion around what people are doing when they’re driving.”

Meth, cash seized in bust at Winnipeg shop A recent RCMP raid at a Winnipeg auto body repairer led to the seizure of drugs, cash, and drug paraphernalia. The value of the six ounces of methamphetamine recovered is reported to be $60,000. The shop is located in the 1900 block of Logan Avenue. Pietro Aurelio Manfredi, 53, has been charged with possession of methamphetamine for the purpose of trafficking, trafficking of a controlled substance and breach of an undertaking. Manfredi remains in custody and the investigation is ongoing at time of publication.

18 collision Repair collisionrepairmag.com

news

DPC sold to Carlyle Group, but will retain current brands By Mike Davey

DuPont Performance Coatings may have a new owner, but customers can expect a smooth transition, according to Matt Robertson, North America Sales Director for DPC. The company was recently sold to the Carlyle Group for $4.9 billion. “In the short term, we are committed to making sure the transition is seamless,” says Robertson. “Our customers will see no changes to people, products service or strategy. In the longer term, there will be some rebranding, but from the perspective of end-users, there’s no major impact.” The rebranding referred to will likely be of the DuPont Performance Coatings name and the familiar DuPont oval. The current paint lines will retain their branding. “We have a number of very strong brands, such as Spies Hecker, Standox, Imron and others,” says Robertson. “Those brands will stay the same. We have a lot of equity built up.” It makes sense that the new owners would want to keep DPC’s most recognized brands.

RCMP uncover chop shop in Kelowna A West Kelowna motorcycle shop, Cycle Logic, was raided by members of the Kelowna RCMP Detachment Property Crime Unit and Crime Reduction Target Team recently as the culmination of a complex six-month long investigation. Cycle Logic is alleged to have been involved with modifying VIN numbers on stolen vehicles, trailers and machinery. Over the course of the police investigation, multiple stolen vehicles and pieces of equipment were recovered both on the premises and parked on nearby streets. Members of various organizations, including the Nanaimo and Southland Hell’s Angels, were observed on the premises. Warrants were served at both the shop and the owner’s home resulting in the recovery of stolen property as well as the discovery of a marijuana grow-operation at the owner’s home. The value of the stolen property is believed to be in excess of $750,000. The shop’s owner, John Edward Newcome, was arrested and charged with multiple counts of trafficking and possession of stolen property.

Those paint lines were likely a major driver for the acquisition in the first place. The Carlyle Group is an investment firm with nearly $160 billion under management. A large amount of its total portfolio is in the automotive aftermarket. “It’s a sector they’re familiar with and enthusiastic about,” says Robertson, stressing that the sale of DPC is in no way a cost cutting ex-

ercise. “We believe that we now have the appropriate amount of investment to grow into the largest transportation-focused coatings company in North America.”

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news

maaco expands in the Greater Toronto Area M a a c o S y s te m s C a n a d a has announced the opening of two recent conversions in the Greater Toronto Area. They are Kar-Tune Collision, located at 60 Green Lane in Thornhill, Ont., and Maaco Scarborough, now open for Maaco Kar-Tune business at 96 State Crown Collision is located Boulevard in Toronto, Ont. in Thornhill, Ont. Kar-Tune Collision has been operating for the past five years, servicing a wide range of vehicles from Honda and Toyota to BMW, Mercedes-Benz and even Maserati. A statement from Maaco Systems Canada says the facility’s staff has over 35 years of industry experience and with their dedication

Fix Auto expands in New Brunswick Fix Auto has announced the Fix Auto Saint John East recently newest addition to the netunderwent a complete refurbishing work. Located at 187 Golden of the office area and the exterior of the building. It is the fifth Fix G rove Rd, Fix Au to S a int Auto location to serve the Atlantic John E a s t is the f if th Fix Canada market. Auto location to service the Atlantic Canada market. Facilit y owne r D. Sc ot t Trites has shown his commitment to the Fix Auto brand and an enthusiastic approach to being best in class. A complete refurbishment of the building exterior and office area as well as investment in new equipment are just a few of the changes Trites has accomplished over the last few months during the transition process to becoming a Fix Auto franchise. “I wish Scott and the staff every success during the expansion of their insurance portfolio and technological knowledge with Fix Auto and admire the dedication they have shown throughout the implementation process,” says Lance Knight, General Manager of Fix Auto Atlantic Canada. For more information on Fix Auto, please visit fixauto.com.

Straighten out some hoods. Or frames, or door posts. Wedge Clamp’s EZE Roller is a tower of strength for any shop. Distributed in Ontario by AutoQuip Canada. NitroHeat

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22 collision Repair collisionrepairmag.com

to quality work and service, Kar-Tune is a great fit. Maaco Scarborough is just southwest of the corner of Markham Rd. & Steeles. The family that owns and operates this new franchise location brings years of entrepreneurial experience to the Maaco netwo r k . Fa m i l y m e m b e r A r u n Joseph will be operating the centre and has employed an experienced staff, capable of delivering quality and service based on the training and processes provided by Maaco. The waiting For more information on room of Maaco Maaco Systems Canada, please Scarborough. visit maaco.ca.

CARSTAR Calgary Sunridge now Toyota certified CARSTAR Calgary Sunridge, located in Calgary, Alta., is now a Toyota Certified Collision Centre as presented by Stampede Toyota. The Toyota Certified Collision Centre program recognizes collision centresas being able to serve their customers at the level expected by Toyota owners. “We are very proud to have CARSTAR Calgary Sunridge selected as a Toyota Certified Collision Centre,” said Sam Mercanti, President and CEO of CARSTAR Automotive Canada. “Through the selection process, CARSTAR Calgary Sunridge had to demonstrate the highest standard of excellence through a commitment to professionalism, quality repair and customer satisfaction. We are proud of their continued drive to be best in class.” The CMD Group, consisting of Chris Stathonikos, Matthew Stathonikos and Dave Stretz, purchased CARSTAR Calgary Sunridge in May of 2007. In addition to the CARSTAR Calgary Sunridge location, the group also serves the vast Calgary market with three additional stores including CARSTAR Calgary Inglewood, CARSTAR Calgary Downtown and CARSTAR Calgary East Lake. In March 2012, CMD began to convert CARSTAR Calgary Sunridge to a full Process Centred Environment shop with the help of AkzoNobel. “We would like to thank Stampede Toyota and Toyota Canada for granting us the certification as a Toyota Certified Collision Center,” said Matthew Stathonikos, CARSTAR CMD Group co-owner. “We look forward to serving the Calgary market with this new certification and upholding the standards set by Toyota Canada.” For more information, please visit carstar.ca. Dave Stretz, Chris Stathonikos and Matthew Stathonikos purchased CARSTAR Calgary Sundridge in 2007. The three, operating as the CMD Group, also own CARSTAR Calgary Inglewood, CARSTAR Calgary Downtown and CARSTAR Calgary East Lake.

news

Repairers step up for AYCE career fair They came, they saw and they signed. A recent career fair held by AYCE Employment Services, a division of Tropicana Community Services, saw a number of young people signed up for apprenticeships with collision repair facilities throughout the Greater Toronto Area. This is good news for anyone who wants to see a sustainable future for the collision repair industry. Ontario’s autobody students are often not making the transition from the classroom to the shop with eight out of 10 students failing to secure an apprenticeship, according to information from the Ontario College of Trades. This is despite a critical labour shortage in the collision repair industry. A number of collision repair facilities had representatives at the AYCE career fair, including Brimell Group Paint and Collision Center~CSN, Fineline Collision Centre~CSN, Albion Hills Auto Collision~CSN, 427 Auto Collision~CSN, Allstar Collision, Wilson Niblett Motors, Mr. Collision and several CARSTAR stores. “This is the third year of running the program, and every year it’s get-

ting more suppor t,” said Marc Tremblay, Co- Ordinator of the Autobody and Collision Damage Repairer Pre-Apprenticeship Program for AYCE. “We introduced the career fair last year, and this year’s fair was bigger.” AYCE would like to thank Marc Tremblay, Co-Ordinator of the the many generous sponAutobody and Collision Damage sors who helped to make Repairer Pre-Apprenticeship Program for AYCE addresses the students the AYCE Pre-Apprenticeat the start of the career fair. ship program a success: Lincoln Electric, City of Toronto, Collision Industry Information Assistance, Centennial College, Brimell Group Paint and Collision Center ~ CSN and Maaco Systems Canada.

SABA partners with Hands On Ministries to help inner city youth Saskatoon’s collision repair industry is stepping up to help at risk youth. In association with the Saskatoon Auto Body Association (SABA), Hands On Ministries is implementing a new program that will team local techs with area youth to restore vintage cars. With help from SABA, an Alberta car collector and local business, the program has everything from tools and parts to a car to work on. “It’s a good program and very worthwhile,” says Doug Bodnar of Caruk and Associates. “The business community has certainly been 100 per cent behind everything that we are trying to accomplish. Its very rewarding. You aren’t begging. People are offering to support the program.” The key to the program isn’t the physical donations, however, it’s the mentorship that the kids will receive. There are reasons why collision repair technicians and inner-city youth should be a good match.

Cares

Assured Automotive

enough to be properly T R A I N E D & E Q U I PP E D NOT BECAUSE WE HAVE TO, BUT BECAUSE WE WANT TO.

Assured Honoured L to R: Gillian, Desmond, Victoria, Kristen and Matthew D’Silva.

Assured Builds their Second School Assured Automotive’s CEO, Desmond D’Silva and his family recently travelled to Africa to assist in the financing and building of a new school. Working side by side with three time Nobel Peace Prize Nominee, Craig Kielburger, Chairperson of “Free the Children”; and other volunteers the D’Silva family helped underprivileged children help themselves. Assured takes great pride in our support of “Free the Children” and honour Desmond, his family and the entire Assured family for making a difference!!

assuredauto.ca

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

” november 2012 collision Repair 23

prairie view

Self-Destruction It seems to be part of our nature.

By Tom Bissonnette

had an interesting customer in my shop last week. This person showed up in a 2007 Infinity SUV with damage to the left fender and front door. The panels would require replacement – I guessed the damage to be in the $3000 to $4000 range. When I asked to see the insurance estimate I was told that it wasn’t necessary at this time – what was necessary to move ahead was for me to agree to repaint the vehicle’s front bumper at no charge! I looked at the front bumper. There was a previous repair where the bumper was simply spot painted and then clear blended within the bumper. The repair would require an overhaul of the bumper, some paint stripping, possibly some additional bodywork and of course new paint and clear —probably at least $600 worth of work. I tried to explain to the customer that we would not even net $600 profit on this job, so how could he

expect any reasonable thinking shop to accommodate this ridiculous request? The customer simply shrugged their shoulders and said “look, if you want the job, paint my bumper.” My policy has always been to back away from these “gun to your head” scenarios. I don’t mind helping somebody that needs a break but this situation didn’t qualify. The sad thing is that some shop in my city will no doubt accommodate this person. Is it any wonder t hat our indust r y l acks credibility with the general public and, more importantly, the insurance companies? Can you visualize going to the super market, buying $300 worth of groceries, then telling the checkout person that they should throw in a free 6 pound rump roast because of all the stuff you just bought? What do you think they would tell you?

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prairie view

Every time we complain that we don’t make enough money, the insurers simply point to a circumstance like this and say “how can you complain that we are not paying you enough money, yet you can afford to give your profit away on a job that we just paid for?” In the movie Terminator 2 the following conversation takes place near the end of the film:

I know that business is scarce at times for some shops, but you have to stand in the gap and refuse to prostitute your business. You are building a reputation in the market place with every decision that you make and every customer that you interact with in any way. Take the high road and make sure you build a foundation on integrity and quality.

Take the high road; build a foundation on integrity and quality. John Connor: We’re not gonna make it, are we? People, I mean. The Terminator: It’s in your nature to destroy yourselves. John Connor: Yeah. Major drag, huh? That’s kind of how I feel about our industry sometimes. So many shops strive to be ethical and run their business with total integrity while some choose to do the convenient thing and destroy everyone’s credibility.

How do you think the shops that are busy—no matter what is going on in the market—got to that comfortable place? 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.

november 2012 collision Repair 25

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Pay peanuts? Work with monkeys. By Sam Piercey

t’s time to take a look at your DRPs. Yes, some shops need them to survive, but some shops are hurting because of them. It really comes down to picking and choosing your partners. Maybe you feel you can’t turn down any DRP, no matter what, because you need the volume. I’ll tell you this right now, that volume doesn’t do you any good if it’s not done at a profit. And don’t ignore the stress that comes with it! This is no joke. A little stress shows you’re moving forward. A lot of stress can kill you. Keep going ahead with every DRP that comes

service. Then give those ones the axe. Seriously, just cut them off as soon as you can. Yeah, they bring in some volume, but is it worth the stress? Not to me, and I hope not to you. If that’s the way some insurers want to run their business, then let them. They can do business with the backyard operators and the incompetent semi-amateurs. They’ll wake up when the good shops stop doing business with them and their customers end up getting hurt or killed because of bad repairs. I hate to say it, but I think that’s what it’s going to take to wake some of these guys

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your way and soon you’ll be saying, “Well, I’m in the hospital from a massive heart attack, but at least we’ve got volume!” That’s no good. Some insurers get our business and others don’t. Ken Boulton has a column in this very issue on the need for healthy, focused dialogue. I agree that we do need that, and we need to have it with the guys like Ken. Guys who get it. He’s actually been in the business and he knows what it’s like. That’s the sort of guy I can talk to. The guys I can’t talk to are the ones who calls customers and tells them to come and get their cars before they’ve even called us to see if those cars are ready. This makes us look bad, but how do you think it makes that insurance company look? Like meatheads!

One More Time

I’ll say it again: look at your DRPs. Figure out which ones are ready to take major advantage of you wherever they can, the ones who don’t care about new equipment purchases, the ones who treat you like an idiot and don’t give any incentive for customer

26 collision Repair collisionrepairmag.com

up. If anything else was going to do it, it would have happened by now. Look, if the bad insurers want to treat us like monkeys, then they can work with the monkeys. And pay them peanuts. You and I will work with the good insurers, the ones who get it, and we’ll partner to offer the best possible service and high quality, safe repairs at a fair price. That’s what we need to do. The insurers who treat us like incompetent crooks and bums can work with the incompetent crooks and the bums. They’ll find they have a lot in common. Good collision repair facilities working with good insurance companies will move us all ahead and leave the bad guys in the dust. The bad shops will go out of business or change their act, if they can. The bad insurance companies won’t go out of business, but they’ll wake the hell up! 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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social media

CreateorCurate? Both content strategies have advantages.

By Jonathan Barrick

n social media, content is king. It’s what separates you from everyone else. Your content defines your business. It shows what kind of business practises you subscribe to, what your position is on industry issues, how you show pride and humility and ultimately allows the true personality of your business to shine through. But where does all this content come from? How do you find enough ideas to write a blog post every month? How do you tweet or Facebook-post every day? Where can you find all the “stuff ” you need to share out there? In the world of social media, you really only have two choices: create or curate.

Create

The best content for defining your business is the stuff you create yourself. Pictures and videos of your shop, testimonials from your customers, tips and tricks you share on your blog, helpful articles and educational materials you’ve written. This is the stuff that is all original and is a direct product of the expertise in your business. Perhaps you get your painter to talk about his or her all-time favourite car to paint. Maybe your estimators provide a step-by-step breakdown of how they do an estimate on your car. You could have your shop techs explain how a frame straightener works and discuss the amazing laser measuring system that goes with it. Searching through your organization, you’ll find a huge supply of interesting, relevant and timely material. Your painters, estimators, body techs, managers, customer service reps and insurance specialists all hold a lot of information that can be brought to the surface. Use these resources to create videos, blog posts, pictures, top 10 lists, product reviews, testimonials, etc. All of these things can be created with little to no cost, and provide big value for your audience. People love to get a behind-the-scenes look at how things work and when they get their car fixed it’s no different. Creating original content is the absolute best way to highlight the awesome things going on in your business, and presents those things in a way that connects you to your online community. The sources you can use to find great original content are all around you in your business, and once you start finding them, you’ll be amazed at just how much you actually have. Your team, customers and business partners are a gold mine of content ideas.

Curate

As much as your business is a great source of awesome content, there are plenty of other really smart people out 28 collision Repair collisionrepairmag.com

there churning out amazing stuff all the time. There’s no good reason why you shouldn’t share their expertise to help your community with topics and advise on areas that might not be your specialty, but are still highly relevant to their businesses and your industry. The key to being a good curator is to make sure that whatever you’re sharing is relevant. Don’t share silly jokes or the latest news in Hollywood gossip. You’re in the car business. Share stuff about cars. Share stuff that ties in to your business and positively benefits your audience when they visit your page. For example, you’re probably not selling new cars, but your audience might be interested in what a major car magazine says are the top 10 safest cars on the road. Share that article with them. Or perhaps you might not focus too heavily on the car rental side of your business, but posting an article from a travel blog on “things to be aware of when renting a vehicle” could sure help your customers avoid some headaches if they do need a rental. Most important for curators is that you absolutely must give credit where credit is due. When sharing something, be sure to give credit to the original source. Whenever possible, do this in a way that they’ll take notice. For example, if you send out a link on Twitter to a story on hot new automotive colours written by BASF, then make sure you mention their Twitter handle in the tweet. This way they’ll know that you shared their content. You can do the same thing on Facebook by mentioning a link to their fan page in your post. These kinds of appreciative back-links go a long way to building up trust and appreciation amongst other players in your industry.

Go for the best of both worlds

Don’t limit yourself to a one or the other. Ideally, the best way to fill your social feeds is to combine the great original content you create with a healthy dose of relevant content you curate. This isn’t a zero-sum game, and it shouldn’t be viewed as such. Your customers will appreciate the fact that you care about them in such a way that extends above and beyond the confines of the four walls of your business and in to all the ancillary aspects that go along with it. CRM Jonathan Barrick is the Marketing Manager for Global Finishing Solutions, and a strong proponet of social media for business. He can be reached at 705-719-4014 or via email to jbarrick@ globalfinishing.com.

Insurance viewpoint

DrivingChange The dialogue between stakeholders is toxic and has to change. By Ken Boulton

am concerned. Concerned about the comments directed at insurance companies during the Canadian Collision Industr y Forum (CCIF) meeting in Vancouver earlier this year. It underlines a tension in the industry that unfortunately continues to exist between insurers and collision repairers. While I believe the comments may have been made out of frustration, they were likely meant as a call to action designed to spur the proactive, open dialogue and collaboration that is required if CCIF—and to a greater extent the collision repair industry—is to survive. Healthy, focused dialogue about the things that matter is a step in the right direction. Industry forums must be a place for meaningful discussion and change. If the serious conversations that everybody seems to support are ever going to happen, all stakeholders must not only come to the table understanding that they are part of the problem, but more importantly,

30 collision Repair collisionrepairmag.com

they need to come with the attitude that each of us has an opportunity to be a part of the solution. Continuing to blame insurance companies for all that ails the industry is not only unproductive, it parks the issue in one place. This prohibits the required changes that will only happen when all parties are willing to admit fault and truly participate. Our industry’s issues are not unique. We are not the only industry with shrinking profit margins, increased outside regulation, an aging workforce and a lack of new skilled workers. The list of problems goes on and on, as does the list of industries facing the same challenges. Business has changed for all of us. We need to work together to figure out a way that our businesses can remain viable and profitable. I recently read an article where the author suggested that the relationship between collision repairers and insurers was tenuous at best. There are many reasons for that, but perhaps one of our biggest problems is a lack of mutual respect. In my

Insurance viewpoint

32 years in the industry, I’ve seen both sides. As a shop manager, I recall appraisers who came into my shop with the clear intention of reducing my estimate regardless of how good a sheet it was. As an independent appraiser, I remember going into shops and wondering if I was even looking at the same car based on the estimate I was handed. Today, there are a good number of shops and

customer and mutual respect, we will elevate the professionalism and integrity of this industry. John C. Maxwell talks about this in his book, Developing the Leader Within You. To paraphrase, he says we all struggle with making decisions between what we want to do and what we ought to do. It is our integrity that allows us to establish the ground rules for resolving these tensions. It allows us to

Healthy, focused dialogue about the things that matter is a step in the right direction. independent appraisers doing a fantastic job. Unfortunately, I suspect that the practices I described are still alive and well. Such actions discredit the appraisers, the companies they work for and our industry, not to mention the customers we serve. The one thing that I hope we can agree on is that we are all working toward providing our mutual customer with a safe and quality repair at a fair price. Our estimate, repair plan, blueprint—whatever you want to call it—should always, from beginning to end, truly reflect that objective. While there will always be differences of opinion, if our approach to dealing with each other is grounded in serving the

predetermine what we will be regardless of circumstances, persons involved or places of our testing. The conversations won’t be easy. They likely won’t happen quickly nor will there be immediate change. We may not even like some of the outcomes, but the conversations need to be thoughtful and action-driven. Pure and simple, they need to take place. CRM Ken Boulton is Manager, Vendor Programs at The Dominion of Canada General Insurance Company. He can be reached at kboulton@thedominion.ca.

november 2012 collision Repair 31

who’s driving?

FriendlyAdvice Get by with a little help from some trusted advisors.

By Jay Perry

t is easier to drive our own success when we have a little help from our friends. The benefits of leaning on others for help in choosing directions in life and business were once again driven home in a recent article I was reading. Psychology Today contributor Colin Weatherby—in the October, 2012 issue—cites a recent study in The Journal of Social Psychology and says that humans are 30 per cent better at predicting the future work performance results of others when compared to predicting their own success. He goes on to explain that we all base predictions about peers on hard facts. When we estimate our own chances of success, however, we have a tendency to brush aside our own past failures as “aberrations”. This is true even when others observing us would be

sources. Sometimes the naiveté of those not caught up in the politics, drama and stories held within an industry can bring a fresh outlook. So when you build your confidential advisory be sure to bring in people that are successful in their own right as well as those who are successful in the same industry within which you participate. I think those that are vested in your success are people like your banker, accountant, lawyer and family members. Others you can turn to are non-competitive peers, professional advisors, business networking groups and organizations that are formed to provide a mutual support system such as TEC Trusted Advisors. Another great source to tap for inexpensive advice are SCORE-type (Service Corps of Retired Executives) organizations. These organizations are comprised of retired executives that

Humans are 30 per cent better at predicting the future work performance results of others. able to identify a pattern. These facts are astounding in many ways. First, that we blind ourselves to reality and we create our own victories and defeats and second, because of the startling accuracy with which we can judge others. What this really highlights is that we need to build a strong circle of trusted confidantes so that we can avail ourselves of the collective wisdom they can give us. Furthermore, it is wise to have several sources. There is nothing like having smart people offer advice when we ask for their perspective on a subject. In business I believe this is going to be ever more important moving forward. The challenges are not going to decrease in terms of the pressure customers put upon us to perform at ever increasing levels. We will always be asked to do what we do better, faster and at a lower cost than we have done in the past. All businesses are under this pressure and no one industry is exempt. I think another important aspect of creating a worthwhile advisory is to look for some diversity. I believe it is important that you talk with those that grasp the nuances of your particular business but as good business practices transcend industrial domains, good advice can come from unexpected 32 collision Repair collisionrepairmag.com

give back to the business community by providing experience at little to no cost. This subject also highlights another of the values that a quality network in the industry can provide. Whether it is a franchise membership, an affiliate that provides a system of business advice and guidance, a branding effort, a cooperative—or as some options are, a combination of all of these factors—you can gain a lot by associating with this kind of peer group. One last fact I want to remind you of is that givers get. That means looking for opportunities to contribute to others and their success. Make positive contributions and participate when you attend meetings, small or large. Listen actively and always ask permission before you respectfully offer your help. You too will receive in both quantity and quality of advice helping you stay behind the wheel of your own fate. CRM Jay Perry is the founder and owner of Automotive Business Consultants (ABC), a performance coaching company specializing in the automotive service industry. He can be reached via e-mail at jayperry@a-b-c-inc.com.

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PROFILES OF SUCCESS

Finger on the

Pulse Ottawa’s Frangione family keeps four shops humming with deep attention to process. By Mike Davey

From left: Danny, Gaetano and Joe Frangione. november 2012 collision Repair 35

PROFILES OF SUCCESS

“

A dedication to consistent process leads to highquality repairs and higher profitability.

The staff at Turpin Collision Centre ~ CSN, one of four shops owned by the Frangione famiy. Centre are Danny, Gaetano and Joe Frangione.

t’s a truism in business that you are either growing or shrinking. Staying exactly where you are is not an option. Growth is obviously preferable, but it also carries challenges. If you don’t meet them, you can easily find that your new growth has become a loss.

For the Frangione family, those challenges were something they were ready to meet long before they began expanding the business. The Frangiones – father Gaetano and his sons Joe and Danny – are the owner/operators of Bemac Autobody ~ CSN in Ottawa, Ont. Since 2007, they’ve also purchased three other existing facilities, bringing their total to four. “ P r o c e s s i s d e f i n i t e l y t h e k e y,” says Joe Frangione. “When you’re managing multiple shops, everything has got to be process driven. You need a culture where everyone is dedicated to constantly cleaning, updating and improving.” A dedication to consistent process leads to high-quality repairs and higher profitability. A proactive approach also help keeps the Frangione’s shops at the top of their game.

“Ottawa just got hit with a major hail storm. It’s because we had those processes in place that we could cope with the increase in volume,” says Danny. “We were already on the phone with insurers as the hail was coming down. By being proactive, we managed to line up a lot of work in part because we went after it and in part because the insurance companies knew we could handle it.” The expansion drive started in 2007 with the acquisition of Capital Collision, now Capital Collision ~ CSN. “We had outgrown Bemac and wanted to expand,” says Joe. “We approached Capital, which was dealer-run, and they agreed to sell us the business.” Along with that sale came work for five local dealerships. The next expansion came

36 collision Repair collisionrepairmag.com

in 2009, with the acquisition of Turpin Collision Centre ~ CSN. It can be difficult to manage far-flung operations, but that’s where the Frangiones have an advantage. Bemac Autobody ~ CSN, Capital Collision ~ CSN and Turpin Collision Centre ~ CSN are the exact opposite A dedication to process infuses everything, from the repair itself to part storage.

PROFILES OF SUCCESS

of “far flung.” In fact, all three shops are within about 500 feet of each other. “Having the three shops so close together has helped us tremendously with load leveling,” says Joe. “It’s given us the capacity for larger volumes. In 2010, the Frangiones were ready to expand again, this time with the purchase of Carrosserie Demers ~ CSN in Gatineau, Que. Although this shop is located in an entirely different province from the first three, it’s still not all that far away. “We have load leveled a couple of specialty cars over to Demers. It’s only about 15 to 20 minutes away,” says Joe. It’s a short drive, but given how close the first three shops are to one another, expanding into a different city, much less a different province, seems like it would provide new challenges. It turns out that new challenges were exactly what the Frangiones were seeking. Past success had shown them that the model worked. Now it was time to go further. “We wanted to see if we could compete in an unknown area,” says Danny. “The biggest challenge was bringing the shop up to our standards. It’s not easy to get everyone at a new shop into the mindset of the way we like to run, but they’ve definitely bought into our philosophy.” It may not be easy, but it pays off. Even though acquisitions mean extensive changes to process, culture and sometimes the layout and building itself, the vast majority of employees have stayed on. In fact, only two people have left after the Frangiones acquired the shops. Both have since returned after seeing the results. “We’ve taken over three shops in five years and we’ve found that the staff at the new acquisition always has a fear of the unknown,” says Danny. “They stick it out, and start to see that these changes are for the best.” Instilling a new culture into an existing workforce is challenging enough, but it’s an area where the Frangione family has excelled. However, the acquisition of Turpin Collision Centre came to involve much more than simply getting the staff on board. “We bought Turpin in 2009, and in 2012 the facility underwent a major renovation and expansion,” says Joe. “We took it from about 20,000 sq. ft. to 45,000 sq. ft., making it eastern Ontario’s biggest collision centre.” Technological innovation in the automotive sector means a collision repair facility has to make a constant investment

Danny and Joe Frangione have grown up in and around the collision repair business.

Turpin Collision Centre ~ CSN was recently renovated, more than doubling the floor space.

Capital Collision Centre~CSN is close enough to two other facilities to handle overflow.

Bemac Autobody~CSN was the Frangione’s first shop.

in new equipment. Just as important is a commitment to ongoing training. “Our guys are always encouraged to take programs that will increase their knowledge. We’ll reimburse them or front the money if needed,” says Danny. “Whatever will make their job more efficient, we try to make sure we’ve got it.” Continuous education no doubt makes for a more competent technician. However, some shop owners are leer y of paying for employee training, reasoning that techs may leave for a different shop with their new skills. “It’s the cost of doing business,” says Joe. “You hope that if employees are treated well and compensated properly, they’ll stay. At the end of the day, you’ve got to respect the people you’re with. If they’re

not a team player, we’re better off without that person.” A large staff spread over four different locations means there is no room for prima donnas. “One bad apple can ruin the whole batch,” says Danny. “You can usually tell right away who’s a team player and who’s not. They have to have the right personality and we have to make sure the quality they produce is up to our standards. Part of the culture at the Frangiones’ shops is partnering apprentices with a more seasoned technician. “If an apprentice is good, we’ll definitely consider hiring him and putting him through the training program,” says Joe. “You’ve got to invest in the future, and apprentices are the future.” CRM november 2012 collision Repair 37

custom cars

Automobile P Artists By Lucy Mazzucco

Breaking into custom paint takes passion and a high-degree of skill.

38 collision Repair collisionrepairmag.com

aint adds the final pizzazz to any car and custom paint can put a project over the top. But when a shop is considering adding custom paint to their list of services, there is much more to consider than in your average paint job. Although typical car painting technique is definitely not simple or easy, it is something that can be learned through college courses offered throughout the province of Ontario. Custom painting, on the other hand ,requires extracurricular training, some specific artistic skill and lots of passion. Starting out as nothing more than an enthusiastic hobbyist, Manuel Cabral was able to evolve his passion into a Torontoarea business known for their custom paint jobs: Cabral Custom Cars.

custom cars

below: “Hemi Hunter” is an example of the work done at John and Dave Connery’s Custom Paint located in Scarborough, Ont.

Above and left: David Arrigo and a custom painted Shelby in Las Vegas.

Some more fine work from John and Dave Connery’s Custom Paint.

“It takes practice,” says Cabral. “It’s a process which takes up to seven hours and requires a lot of research.” Being able to create designs people have only envisioned in their minds is difficult enough, but before it’s possible to fulfill the dream designs of the customer, that customer must be attracted to the service. Promotion and advertising are essential in establishing connections, gaining customers and getting feedback. All of which help ensure that the custom paint service will attract enough attention to both retain previous clients and to bring new ones in. But promoting your custom painting service is only a part of what’s required. “Before you can advertise custom paint, you need a good painter and a good airbrush artist. You should also be able to offer

anything in that field,” says Jeff Balmes, owner and painter at JB’s Custom Colors in Kamloops, B.C. Balmes’ shop now completes up to 50 custom paint jobs per year. “If you want to set up a custom paint business you need the staff to back it up.” “And good luck finding a good painter,” laughs Balmes. Some of the best possible promotion is to do good work. That means having a great painter, but also staying on top of what is hot in custom painting. “A way to see what people are interested in is to go to car shows to see the latest trends,” suggests Cabral. One such trend is airbrushing. Joey’s Place, a shop in Edmonton, Alta., is another facility well known for its custom paint. After being in the business for 33 years, Joey Steckler, the shop

owner, is very familiar with automotive paint. “We began creating custom paint on vans. We then rolled with the times and adapted to changes in styles, especially airbrushing which is a current trend.” Although this job may appear to be an interesting and intriguing career choice, it is not as easy as it looks and it requires talent. “People think just because they are an artist and they paint goalie masks that they can graduate to painting vehicles,” explains Steckler. “People who want to do it have to be fully aware and understand the paint products. Running a shop with graphics comes down to creative people. It’s about the right people and the right paint.” Not only is this career difficult to do without practice and skill, but is also a difficult business to maintain. “Rethink your choices about adding custom paint to your facilities. It isn’t a good career choice since it is a hard business that can’t sustain you all year round,” says John Connery, co-owner of John and Dave Connery’s Custom Paint. “It is a career in which you need basic artistic ability. There are courses offered to teach the skills but practice makes perfect. Skills improve with time and november 2012 collision Repair 39

custom cars

“Running a shop with graphics comes down to creative people. It’s about the right people and the right paint.” This car won “Best Appearing” out of over 500 entries at the IHRA Rocky Mountain Nationals. The only vinyl on the car is in the form of corporate decals.

experience.” Along with the shop, John owns House of Paint, a facility that sells paint that is famous for its variety of different colours and unique shades - some of which have been created and mixed by them in-house. John also suggested that for those interested in practicing this skill, it’s best to start simple. “Buy a small airbrush and start with water-based paints. When you become good you can graduate to solvent-based paints.” At Overall Collision, Custom & Restoration, Ltd., custom paint was not intended to be the main focus of their shop. Many of the employees had a passion and interest in customizing their own vehicles, which attracted interest from customers and people in the area.

“In order to have custom paint offered as a service in a shop, the employee has to have the passion for the work,” says Mark Whynot, owner and operator of Overall. He decided to employ his own custom painter, Travis Roma, after recognizing the value this service would add to his shop. “It’s a good way to keep the shop out of the ordinary, but in Nova Scotia, where we’re located, there isn’t a huge market for it,” says Roma. “We only do about a dozen custom paint jobs in a year. It’s not a good service to provide alone, but it is a good addition to a shop.” Because custom paint

Joey Steckler, left, with a friend and customer, right. Both cars are the work of Joey’s Place in Edmonton Alberta.

40 collision Repair collisionrepairmag.com

- Joey Steckler

shops are a difficult business to maintain on their own, both Travis and John agree: custom painting works best as a secondary business. Although the idea behind custom paint is intriguing, one must consider the pitfalls of the service before being able to provide it to customers. In order to add a custom paint service to a business, one must acquire a good artist, do good, trendy work and keep customers close because a custom paint division might easily add intrigue, excitement and a certain amount of glamour, but a profit might not come so quickly. CRM

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management

Hire Quality Getting the best techs starts with you.

lthough it would be an exaggeration to suggest that every collision repair shop in North America is searching for technicians, one only has to scan through the “help wanted” columns and the internet to find that most are. As there is a steady decrease of young people seeking employment in the trades, obtaining quality employees has become increasingly difficult. As employment candidates are more selective than they once were and have more shops to choose from, you must initially show that yours is the place to be. On the other side, finding suitable prospects and going through the preliminary assessment and interview process can be both time consuming and expensive. You must be judicious in your selection and ensure that the working environment is such that—after accepting employment—this person will remain with your shop.

Develop a Hiring Strategy

In today’s environment, use of newspaper classified ads to fill a vacant position has taken a back seat to the internet and websites. Whichever you choose, your advertisement should stand out from the others, accurately describe the position and detail the qualifications you are seeking. Inform potential applicants that yours is a great place

to work. Due to the high cost of recruitment and training, it’s good to develop an orderly hiring strategy that outlines your requirements and the process to obtain them. It is important to get the process right, not only for you but also for the person hired. This involves knowing the specifics of the position to be filled and the skills, competencies and traits required. Productivity, employee retention, customer satisfaction and financial performance are all outcomes of hiring and training initiatives. As you want the best, it often comes down to attraction and undertaking hiring more as a science than a leap of faith.

The Interviewing Process

For most collision repair shop owners interviewing skills is not one of the more practiced duties. Uncertain of what they should and should not ask, many stumble through it. Your past hiring techniques and experiences are your best guide. This will provide insight as to what you did right, where you went wrong and the improvements to be made. Look at your present staff. What inducement did you use to get them into your shop? Why do they stay? Why did some not turn out well, while others either quit or had to be terminated?

42 collision Repair collisionrepairmag.com

Appreciating that it is a point of contention, I have always questioned the validity of resumes and references. This does not mean that you should toss resumes and never telephone past employers. Far from it! Still, keep in mind that most resumes are embellished. Many past employers may suggest that this person was a better employee than he actually was and play down the reason he left this shop’s employ. In a prequalification routine, you could ask the prospective employee some questions over the telephone. Doing this will save time and eliminate those who would not meet your requirements. Develop a checklist. Frame questions so that you can better understand how the prospective employee thinks. Solicit unrelated responses.

What to Ask

There are questions you can ask and some which legally you cannot. Those you can ask are anything connected with the applicant’s ability, job experience, education, previous occupations, education, formal trade training, previous addresses and if you are legally allowed to work in this province. Asking about criminal offences if the applicant was not convicted is usually a no-no. The jury is still out about whether or not they use drugs. You can always obtain a police check

illustrations by katherine webb

By Lloyd Manning

management

from the RCMP. Questions that you cannot ask are anything that could be construed as discriminatory by way of race, ethnic origin, birth place of ancestry, sexual orientation, religious beliefs or marital status. Also, if hiring a female, questions regarding pregnancy are out-of-bounds. The basis is anything that could be considered as invasive, prejudicial or has no bearing on the applicant’s ability to properly perform his tasks. If you have any concerns on this it would be wise to check with the Human Rights Commission or the equivalent body in your province. Work from a prepared list of questions based on the answers you seek and the order of importance. Include such questions as: • What area of the shop or other work are you seeking; basic repair, painting, finishing estimating, parts department, etc? • What skills do you bring to the job? Ask the candidate to describe specific examples of these skills. Use various tests to flesh out his or her actual knowledge. Do not rely exclusively on what they tell you. • What do you like and dislike about repairing collision damaged vehicles? • Are you prepared to undergo additional formal training? • Tell me about your past experience, number of years in the industry, specialties. Obtain specific answers that can be verified. • Obtain definite answers to this person’s ability to perform certain job functions. • Solicit information about talents, future interests and job expectations. • As discretely as possible determine why they left their last job, how they regarded their boss, how they got along with the others in the shop, and so forth. • Assess the applicant’s long term potential. Add others! Enlarge the list to fit into your particular situation. Make the interview an orderly process. The purpose is to determine if this person can fill the vacancy you now have, will be a permanent employee, contribute to your business and work well with others. You may want to develop your own checklist for speaking with the references supplied and past employers. In general, all interviews are to be information sharing sessions. Does the person have what you want? Do you provide what they want? As false expectations can be costly, you do not want to provide or obtain misleading information. Be honest about the working environment, the skills required, the pay rates, perks and advancement potential, etc.

The Last Word

Hiring must be a well thought out and meticulously executed process. Hiring mistakes can be expensive. When a person leaves, all of those training costs are lost.

Staff morale can also take a big hit, particularly if co-workers are forced to clean up the mess and complete unfinished projects. Both you and the new hire will be worse off and the process starts all over. CRM

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

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trends

Research

Advertising

Branding

Business Plans

Strategies

Marketing Made Simple

Incentives

By Michael Pistol

DefiningYour Service

Internet

Harness tried and true techniques to find success.

odern marketing is a Trojan Horse. With lots of different weapons all kept under the larger catch-all of “marketing,” the goal is always the same: get behind the consumers defenses and convince them of your superiority. Today, marketing consists of a mix of the internet, business plans, branding, research, advertising, strategy and defining your service. Developing your own specific marketing plan is an effective way of taking control of your destiny and bettering the results you are currently achieving and, best of all, this strategy applies to dealing in both private and public insurance environments. The Canadian collision repair industry is a complex concoction of organizations, individual companies and employees working in virtually every area of the country. Like many other industry sectors, the collision repair industry is undergoing a period of dramatic and significant change, caused by consolidation, technological advancements, shifting demographics and a changing marketplace. Consolidation of the industry’s shops, points of distribution and insurance carriers are all significant factors changing how and where business is done. Increasingly sophisticated and discerning car owners are also driving this change. The bottom line is that in order to grow in a flat to shrinking market, you have to take business that would have normally gone to your competition. There’s november 2012 collision Repair 45

trends

Branding

When you take into account the continuously advancing technology in vehicles, the fact is that vehicles last longer and don’t deteriorate as they did years ago. Branding could differentiate your company from the rest of the competition. Be very careful though: any sign of pompousness or any untruths will be extremely dangerous to your company.

Just like the famous Trojan Horse, there’s a lot more to modern marketing than just what shows on the surface.

Research

Recognize that a collision revenue stream is comprised of customized variables for virtually every single job, and that the industry’s landscape is con-

Internet

As digital advertising goes, Canada is ahead of the rest of the world. As of March 2011, over 79.2 per cent of the Canadian population was “connected.” Technology such as social media and even the common cell phone are contributing as well. Research shows that Facebook has about 18 million and Twitter has 5 million users in Canada. See previous issues of Collision Repair magazine for more statistics and full coverage of digital advertising.

Business Plans

Business plans are the road map to successful results for any business. They remove much of the uncertainty from marketing by providing a common, clear strategy. A well-written plan will lead to better execution and will help you differentiate your business in a highly competitive marketplace; grow your revenue in the target areas of your choice and maximize your marketing investment return. 46 collision Repair collisionrepairmag.com

tinuously shifting. Establishing a research pattern is critical for shops that want to improve their business performance. It allows owner/managers to be informed of their business diagnostics in real-time, rather than days or weeks after the fact. This allows management to take appropriate action when action can still make a difference. It’s ideal for shops whose sales have flat-lined or are declining or getting poor return on investment for their marketing budget. It’s also crucial for existing owners who are looking for an executable action plan to enhance or refocus their overall business.

Advertising

Don’t be afraid to go traditional! The Yellow Pages, local newspapers, advertising banners on your shop and promotional incentives are all good ways of promoting your business. TV ads are effective if a bit expensive for the typical shop. Never, ever underestimate the traditional advertising techniques or the power of self-promotion.

Strategies

A common strategy employed is that of referral incentives. At the same time, they can definitely be a pickle: who should benefit from the discount? The

Photo courtesy of ©Trojan horse, Istambul Museum of Archaeology by deror avi.

no denying the increase of networks, banners, franchises and multi-shop operations in the industry, and their impact is immense. There are some elements of an overall sales/marketing plan that, deployed on their own, have the potential to bring some improvement in overall results. However, most shops are businesses too small to take advantage of only a few methods of marketing. Approximately 75 per cent employ five or fewer people and have annual sales volumes of $400,000 or less. Added is the fact that the industry’s aging employees means less exposure to modern marketing techniques. The average age of the industry’s employees is 39 years and over 65 per cent of the workforce is over the age of 35.

The bottom line is that in order to grow in a flat to shrinking market, you have to take business that would have normally gone to your competition.

trends

existing costumer who made the referral, or the customer they referred? Typically, it goes to the referral, but make sure this is advertised on your website!

Incentives

Tow rate waivers might make a great incentive, depending on your province. But, once again, make sure it’s advertised on your website! Don’t forget, cash always talks … British Columbia: Tow rates vary between $45 to $60. Average is $52. Alberta: Tow rates vary between $65 to $115. Average is $85. Manitoba: Tow rates vary between $35 to $50. Average is $48. Note: Fuel surcharge is about 10 to 15 per cent. Ontario: Tow rates vary between $40 to $65. Average is $52. New Brunswick: Tow rates vary between $35 to $65. Average is $49. Newfoundland & Labrador: Tow rates vary between $40 to $60. Average is $52. Nova Scotia: Tow rates vary between $40 to $60. Average is $57. P.E.I.: Tow rates vary between $35 to $50. Average is $57.

Defining Your Service

This is probably the most important thing you can do to create a coherent marketing plan. Your entire marketing campaign should hinge on what you provide and what you’re best at. A good place to start is to define your service vis-à-vis your competition. Identifying your strengths would work wonders for your marketing campaign. For instance, your shop might be the best at frame straightening in your local area, so that would be important to focus on. But, once again, make sure it’s advertised on your website and any other materials you produce. Marketing can be a very complex undertaking, especially if you are doing it by yourself, so it might help to define some priorities. The first priority would be defining what your service is. Your strengths should be the cornerstone of your entire marketing campaign. Your next priorities should be branding, advertising and strategies. Finally, while it wasn’t discussed in detail here, don’t forget internet advertising, as it is still very efficient and effective manner of getting your shop noticed. Creating your distinct marketing plan may be full of joy or sorrow, depending on how you play your cards, but having comprehensive strategy in place using some of the methods outlined here will help you see more sunny days than rainy ones. Be careful, and good luck! CRM

Facts & Figures

Nearly 80 per cent of the Canadian population uses the internet on a regular basis.

Approximately 75 per cent of Canadian collision repair facilities employ five or fewer people and have annual sales volumes of $400,000 or less.

Collision repair lacks true youth power. The average age of the industry’s employees is 39 years.

november 2012 collision Repair 47

industry events

An insurance panel proved to be very popular. From left: Wayne Loker – Aviva, James McIntosh – DGIG, Ken Boulton – The Dominion, Joe Carvello, Lane Bailey- Intact, Tony Mammone – RBC and Dario Ricciutelli – TD Insurance.

aim high By Mike Davey

Loyalty is key at 2012 CARSTAR Industry Conference.

here’s only one way to grow your business, according to author and business strategist Fred Reichheld, and that’s by treating your customers well so they come back for more and tell their friends. Reichheld was the keynote speaker at the 2012 CARSTAR Industry Conference, held August 15 to 17 at The Westin in Ottawa, Ont. Reichheld is a big believer in loyalty. In fact, The Economist magazine called him “the high priest of the loyalty cult.” His keynote drew heavily on Net Promoter Score, a concept he developed based on his research in measuring the cornerstones of loyalty—customer satisfaction and

customer retention—and how loyalty is linked to revenue growth and profitability. Reichheld went beyond the simple metric of determining customer satisfaction and loyalty and has renamed the new approach Net Promoter System. The “System” part shows how loyalty may start with the metrics, but maintaining and building it has to be a comprehensive, culture-wide system. Reichheld sums up this approach as simply practicing the golden rule: treat people the way you want to be treated. Sam Mercanti, President and CEO of CARSTAR Automotive Canada, delivered opening remarks for the three-day conference. He spoke on a number of topics, including CARSTAR’s increased Facebook

Fred Reicheld, Keynote speaker.

Tifarah Senkow of Avantage and Michel Gagnon of Mitchell.

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presence, and thanked all of the members of the CARSTAR family for their unstinting support of CARSTAR’s charity of choice, Cystic Fibrosis Canada. During his remarks, Mercanti kept coming back to one item: the reasons he gets up every day. Simply put, it’s to help people. “Looking back five years, procurement came into our lives, and the insurance companies and CARSTAR met to talk about how best to work together,” said Mercanti. “It’s a new world and we’re not on this boat alone. We will all work together and stay firm to our mission, vision and values.” Mercanti also noted that the last year has been an eventful one for CARSTAR. The network opened its new corporate

CARSTAR Franchise Partners gather for the celebration.

Darryl Simmons of Collision Repair and Sam Mercanti of CARSTAR take a look at our recent anniversary issue.

industry events 5 Year Excellence Award CARSTAR Brockville CARSTAR Calgary Sunridge CARSTAR Cobourg CARSTAR London East CARSTAR Owen Sound CARSTAR Port Perry CARSTAR Richmond Hill CARSTAR St. Jean Sur Richelieu 10 Year Excellence Award

headquarters, CARSTAR Vision Park, launched its collision glass division and was named to the prestigious Top 50 Best Management Companies in Canada list. If Mercanti had one message for CARSTAR stores across Canada, it was to be the best in their community. This message was backed up by CARSTAR’s network of regional managers providing help to the network’s stores across the country. He concluded his remarks by outlining CARSTAR’s “BRIDGE” strategy: Building of the brand, Renewal of leadership, Integration through their care entre and information technology, Diversifying products and services, continued Growth and Enhanced value propositions to customers and partners. The first day of the conference concluded with a social event, “The BEST Night at the Museum,” held at the Canadian Museum of Civilization. General Sessions started the following morning, with Matt Bell acting as emcee. He introduced a number of speakers, including Greg Dunn of Aviva Canada, Martin Gingras of TD Insurance and Michael Macaluso, CARSTAR’s Director, Quality Systems. Macaluso updated attendees on the current and future state of CARSTAR’s standing with its insurance partners.

After Macaluso’s presentation, CARSTAR franchise partners could choose from a number of intriguing insurance breakout sessions. The CARSTAR Business Partner and Technical Expo started over lunch and continued until 4 p.m. The final presentation of the day was CARSTAR Succession Planning, presented by Dean Howard and Dino Comegna, respectively President and Senior Consultant for Corporate Benefits Analysts. Sessions on the third and final day of the conference reinforced the overarching conference theme of “Be the Best.” Presentations included Best in Class – Defined and Supported by Michael Macaluso and Matt Bell, Operational Excellence – The North American Perspective by Matthew Ohrnstein, Strategic Growth & Development by Executive VP Larry Jefferies and CARSTAR’s Regional Directors. Also included in the mix was a panel discussion on “Best in Class” from the insurer perspective. The final day also included several breakout sessions that examined various aspects of CARSTAR Quality Systems. The conference concluded with the CARSTAR Gala Dinner & Awards Ceremony. For more information on CARSTAR, please visit carstar.ca. CRM

CARSTAR Orangeville CARSTAR Ottawa South Centre (Myers) CARSTAR Parry Sound CARSTAR Sudbury Regent Street CARSTAR Sudbury South 15 Year Excellence Award CARSTAR Barrie (Autobahn) CARSTAR Calgary Downtown CARSTAR Cornwall CARSTAR Edmonton West CARSTAR Kenora CARSTAR Montreal St.Urbain 20 Year Excellence Award CARSTAR Ancaster CARSTAR Stoney Creek CARSTAR Customer Experience Award in the Sales Category Under $1 Million CARSTAR Port Colborne

Gerry Hughes, B.C. Regional Manager; Remi Michaud, QS Specialist – Quebec; Jeff Moriarty, Hamilton/Halton/Niagara Regional Manager and Dan Pye, GTA East Regional Manager show off one of their lesser known skills.

Marcus Sarnovski of Enterprise, Dave Smith – of AkzoNobel, Mike Beier – CARSTAR and Rick Valin of BASF.

CARSTAR Customer Experience Award in the Sales Category $1 - $2 Million CARSTAR Oakville East CARSTAR Customer Experience Award in the Sales Category Over $2 Million CARSTAR Hamilton Rymal CARSTAR’s White Knight Award CARSTAR London West (Lawrence) CARSTAR London East CARSTAR Soaps It Up Awards CARSTAR Edmonton North, $ 9,202.50 CARSTAR Red Deer (Pro Collision), $ 7,620.00 CARSTAR North Bay, $ 6,335.21 CARSTAR Ancaster, $ 5,609.00 CARSTAR Edmonton West, $ 5,505.00 CARSTAR Woodbridge Highway 7, $ 5,500.00 CARSTAR Mississauga 401, $ 4,614.00 CARSTAR Oakville East, $ 4,300.00 CARSTAR Edmonton South East, $ 3,756.00 CARSTAR London West (Lawrence), $ 3,700.00 CARSTAR’s 2012 Presidents Club Award CARSTAR Grand Falls, NB CARSTAR Toronto St. Clair CARSTAR Waterloo CARSTAR Mississauga Hawkestone & Toronto Dovercourt (Nick’s)

Joanne Carmody of The Dominion, Ian Ladd and Lisa Mercanti-Ladd of CARSTAR.

Larry Jefferies, Executive VP of CARSTAR Automotiv Canada.

november 2012 collision Repair 49

Best-In-Class How CARSTAR’s top-level skills play out at the store level. CARSTAR Automotive Canada has been named to the 50 Best Managed Companies in Canada list. It’s a distinction that few other companies can claim, no matter what business they’re in. In their own words, here are CARSTAR members from across the country on how that superior top-level management helps them at their own stores. carstar.ca

CAT Claims “Right now we’ve got Canadian Hail – CARSTAR’s National Vendor Partner in our facility doing hail matrices for us so we can quote the jobs properly. The CAT response is very quick. This is my first experience and it’s been seamless. Terry Holowaty, CARSTAR’s Western Canadian systems specialist, has been spending time in the stores, helping them to write sheets and make sure the guidelines are followed.” Albert Leblanc, CARSTAR Edmonton North

Diversifying Services “I think it’s one of the best things they could have done. It helps to get the CARSTAR network away from the label of just doing old-fashioned bodywork and moves the brand into the realm of total vehicle care specialists.” Rick Francoeur, CARSTAR Abbotsford

Insurance Relations “Times are changing. The fact of the matter is that most insurance companies like to work with bigger groups of people. They would rather make one phone call than 50, and head office does a good job of negotiating with them. This system has been working for us. Chris Stathonikos, CARSTAR CMD Group

NPS (Net Promoter Score) NPS is a great tool for tracking how likely your customers are to recommend you to friends and family. We’ve used it for a long time, but CARSTAR has really helped to shift some of the burden from our shoulders, allowing us to concentrate on repairing vehicles. Dan Jonsson, CARSTAR Winnipeg

Training “CARSTAR definitely helps us to access training. Whether it’s courses on management or them helping us to schedule I-CAR classes or training on the glass end of the business, CARSTAR helps us to find and use those resources.” Dave Kember, CARSTAR Charlottetown

Local Marketing “I participate in local special events and work with local charities that are close to my heart. People like to work with companies who care and that builds trust and respect for your store.” France Choiniere CARSTAR Arsenault Granby

Sustainability They’ve started the sustainable initiatives and put it out there for us. I’ve been in the business a long time and it’s good to see. It puts the responsibility on us to be conscious of everything we can when it comes to environmental protection. If you think about it, sustainability is kind of tied together with lean. It’s about accounting for waste and eliminating it wherever possible. Mark Giles, CARSTAR Fergus

CORE (CARSTAR Operating Resource Engine) “It’s a great tool for managing our business on a day-today basis. There’s real time info so we can see how our company is operating, info from insurance partners and scorecards. We can adapt and change a lot quicker because of the speed and timeliness of the information. “ Ian Ladd, CARSTAR LC Group

Glass “In a word, fantastic! We’ve seen huge cycle time improvements because everything is in-house now. We have two onsite techs trained in glass repair and replace procedures, so we don’t have to rely on outside work. “

The CARSTAR Brand “We were the first in the area to join a brand. I looked at all the options, and I saw nothing that would compare to the CARSTAR brand when I joined. Belonging to a big group means customers know you and insurers know you. It’s that simple.”

Jim Shirtliff, CARSTAR Markham

Richard Upham, CARSTAR Truro

Innovation “I’ve always worked hard at trying to improve my business in every aspect, from customer service, networking, production and social media, but there’s too much for one person to do. With CARSTAR, I don’t feel like I’m alone. They do a much better job than I could ever do, especially in social media. They’ve hired bright, young people who do understand these things, and they’re doing a terrific job. Sam Saccoia, CARSTAR Mississauga & Toronto

nace preview

In honour of the NACE Conference 2012 being held in New Orleans this October 10-13, we have complied a list of how to see The Big Easy in ways you might not have considered.

By Raisia Karnani

R QUARTE H C N FRE Bourbon St .

Bike riding. Just buy a map and water bottle, rent a bike and helmet and tour the city on two wheels. It’s cheap and easy, plus it takes care of that workout at the gym you’ve been meaning to do. You’ll get the chance to see all of New Orleans by really immersing yourself in it on your rental bike. For more information about bike rentals, visit neworleansonline.com/ tools/transportation/gettingaround/ bicycling.html.

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The NORTA (New Orleans Regional Transit Authority) streetcar. This very cheap mode of transportation will take you through New Orleans and allow you to pick specific places you’d like to visit as soon as you see them. One day “Jazzy Passes” are only $3 and can be purchased from the bus driver or conductor upon boarding. For more information, visit norta.com/fares_passes/ index.html.

mississippi river

Lee Circle

t. lS na a C na- y Gret Ferr Friends of the Ferry. As the Gretna/Canal St. boat ride is longer than the Algiers Point/Canal St boat ride, that’s the one we’d recommend. A free ($1 for vehicles) fifteen to twenty minute ride that leaves Canal St every hour on the hour, this mini-cruise in the sun is just the kind of activity you need to relax and utilize as one long “photo shoot” option. The Canal St Terminal is located at 1 Canal St, New Orleans 70130 and can be reached at 504-250-9110 if you have any questions. For more information, visit friendsoftheferry.org.

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illustrations by Katherine webb

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St. Louis Cathedral

98% nitrogen. 100% magic.

The NitroHeat system. A new way to paint – and profit.

ir is a wonderful thing to breathe, but as a medium for spraying paint, it’s seriously flawed: too much moisture, too many impurities and too darn cold. How does the new NitroHeat system solve these drawbacks? For starters, by replacing air with 98% pure nitrogen, then heating it and spraying it under lower pressure, NitroHeat reduces paint consumption by up to 35%. You’ll save a bundle. Converting to waterborne? Thanks to the fast drying time of heated nitrogen, you won’t need to spend a nickel on extra ventilation. That leaves even more money in your pocket. Faster drying means you can cycle more cars through your shop. And NitroHeat’s cleaner delivery makes servicing and replacing spraybooth filters a much less frequent chore and expense. Great for solvent-based systems and ideal for waterborne, NitroHeat is even pure pleasure to use, laying down a smoother finish and more brilliant lustre. Call 1-800-615-9949, or visit www.wedgeclamp.com. Then start discovering the magic of nitrogen.

new products

Matrix System

MSV-25 Low VOC Quick Cure Clearcoat

Matrix System Automotive Finishes has released MSV-25 Low VOC Quick Cure Clearcoat to be used with the MPB-LV Premium Low VOC Basecoat system. This fast cure, highly productive clearcoat was designed for use on one or two panel jobs when quick delivery is of great importance. Matrix says MSV-25 is ideal for collision centres looking to reduce cycle times while at the same time offering a superior finish. According to Matrix System Application Manager, Brian Lynch, “MSV-25 provides many benefits such as high production which results in the painter spending less effort and time on a job and fast c u re a n d e a s y a p p l i c a t i o n i n any temperature which results

Mo-Clamp

Tie Down Cluster Hook

Mo-Clamp Corporation has announced the availability of its tie down cluster hook. The company says it has combined all of its most popular tie

in consistent performance and a beautiful finish.” Matrix System says its MSV-25 is the perfect low VOC solution for shops and collision centres who want higher productivity, quick application and a superior end result.  matrixsystem.com

down hooks into one convenient chain. The user can find their “R”, “J”, “T” and 3/8-inch hooks all in one place. The new cluster hook weighs 4.4 pounds and has a capacity of 4 tons. Constructed from steel alloy, Mo-Clamp guarantees the new cluster hook with its “forever” warranty. For more information, please call Mo-Clamp at 800-678-5548.  moclamp.com

Valspar

Shurhold

The Valspar Low VOC System allows shops to switch to a solvent-based option that meets Canada’s air quality standards, but does not require investment in new equipment. The new system delivers the same level of performance and ease of application as traditional refinish coatings and helps shops achieve their environmental requirements. Application techniques, time and coating coverage for the Valspar Low VOC System are the same as traditional solvent-based automotive refinish products. From High Build sandable epoxy hybrid primers, high strength mixing components that maximize coverage and productivity to a clear coat formulated for superior durability, the Valspar Low VOC System provides a complete refinish solution. This system complements the Valspar Automotive group’s existing line of products geared toward meeting air quality standards such as the premium De Beer 900+ water base refinish solutions in addition to the new House of Kolor Shimrin2 low VOC custom finishing product line.  valsparrefinish.com

Shurhold has released its Buff Magic and the Buff Magic Compounding Pad, which the company says will help remove oxidation from a vehicle’s shiny surface. Buff Magic is formulated to be a metal polish, as well as a buffing and polishing cream. The company says that with each pass of a buffer, the proprietary abrasives in this compound break down smaller and smaller. This creates a compound that can work a vehicle’s finish from very dull to ultra glossy. This pad is a general purpose, light cutting pad and was designed to work with the Shurhold Dual Action Polisher and Shurhold’s Buff Magic compound. The company says that when combined, only three passes of the buffer are needed to revive sun-faded surfaces, remove surface scratches and smooth away oxidized conditions. It only takes one pass gets rid of minor imperfections.

Low VOC System

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Buff Magic

 shurhold.com/auto

new products

Sherwin-Williams

AWX Performance Plus

Sherwin-Williams Automotive Finishes says the new AWX Performance Plus Waterborne Refinish System utilizes a proprietary waterborne resin that achieves 3.5 VOC compliance in all regulated areas. A statement from Sherwin-Williams says the new system formulation provides excellent colour match as well as blending and application characteristics. It also exhibits superior product performance in areas where high or low humidity is an issue. In addition, it features new inventory-friendly packaging and labeling designed to minimize ordering and maximize productivity. The AWX Performance Plus Waterborne Refinish System is available with two reducers to accommodate various ranges in humidity, helping to ensure proper application and superior product performance. These are key attributes, as humidity variance is typically one of the key challenges to waterbor ne refinish system application. The company says when used in tandem with Sherwin-Williams HPC 15/HPC 21 Clearcoat – which air dries in just 15-20 minutes (at 75 degrees F) – the entire paint process can go from prime to shine in less than 50 minutes. Furthermore, these new clearcoats require no bake cycles, allowing shops to turn booth heat off.  sherwin-automotive.com

GOJO

hitactile Professional Technician Gloves

GOJO says its Hitactile Professional Technician Gloves are designed to provide protection against cuts and lacerations in applications where dexterity and hand protection are both critical. The premium GOJO Hitactile Professional Technician Gloves feature a Chemtrile Nitrile palm coat that repels oils and liquids. They have a breathable and lightweight Maxflex weave with multi-directional stretch for comfort as well as ergonomically shaped fingers for excellent fit and dexterity. Extended cuffs deliver a snug fit with additional wrist protection. “At GOJO, we’ve always believed that a technician’s most valuable tool is his or her hands, and while our complete line of hand hygiene products effectively cleanse and condition the skin, GOJO Hitactile gloves take high-performance hand protection one step further,” said Diana Costanzo, Vice President of Sales, Automotive. “These durable gloves are longer lasting than Latex or Nitrile gloves, plus they’re reusable and machine washable, making them an excellent value for technicians.” The GOJO Hitacticle Professional Technician Gloves, which are available in large and extra-large sizes, are available at select auto parts retailers and hardware stores.  gojo.com/automotive 56 collision Repair collisionrepairmag.com

PPG

Delfleet Essential Basecoat

PPG Commercial Coatings has launched Delfleet Essential Basecoat, a 3.5 VOC basecoat designed to complement the Delfleet product line and increase its capabilities. The new basecoat is intended for valueconscious fleet refinishers, OEMs and collision centres aiming for greater productivity, more efficiency and ease of use. The basecoat is recommended for overall colour repair, refurbishing and when striping is required. According to PPG, Delfleet Essential B a s e c o a t p ro v i d e s e n h a n c e d d u r a b i l i t y : When used with ESC621 clearcoat, a threeyear warranty is offered. In addition, the new basecoat features faster dry speeds than single-stage topcoats to help shops increase productivity and efficiency. The fast dry times make it ideal for two-tone jobs or striping. Since the basecoat is mixed from the same color formula as the single-stage, lower shop inventory is possible. The new basecoat also expands the product line’s colour palette. Delfleet Essential now has pearl colour capability as a basecoat—which must be clearcoated with ESC621— along with solids and metallic colours. To keep the Delfleet Essential line efficient and to keep mixing easy, both the new basecoat and single-stage topcoats can be mixed from the same ESSS color formula. The ESSS colour is mixed with a new basecoat converter and new hardener. The decision to mix a colour as a single-stage or basecoat is made when the paint technician is ready to spray.  ppgcommercialcoatings.com

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Revelstoke tow company helps pair complete cross-country tractor trip By Mark Kimmich

One towing company went out of its way—a total of about 18 hours out of its way—to help an Ontario couple complete a tractor journey nearly two years in the making. “They were awesome peopled and [John Varty] has taken this upon himself,” explains Robert Smith, owner of Classic Towing Company in Revelstoke, B.C.. “This whole thing is a real big deal.” Varty, a former McMaster University professor and his partner, Molly Daley, have been travelling across the country for portions of the last two years. They’ve been travelling by tractor to help raise awareness about the difficulties faced by Canadian farmers. Smith received a call from a customer and family friend who let him know about the couple’s journey—and the trouble that they had upon being stopped by the RCMP just outside Revelstoke. The couple had kept to the shoulder in their journey across the country, and they were doing so in B.C., but the RCMP insisted that they hire an escort to warn motorists of their approach. To complicate matters, the Insurance Corporation of British Columbia required the couple to purchase an extra permit for the tractor.

“The frustrating thing,” says Smith, “is that he had gotten through all of the tough driving, through the mountains and through Golden, and then he got [to Revelstoke] and ran into problems.” “This tractor is totally licensable. I have a similar tractor that is licensed. There was no reason that they didn’t give him a permit. I felt that it was very unfair what they were doing to him.” So Smith put a call into Varty to offer help. “John phoned me Monday and I immediately got a good feeling from him,” says Smith. “He told me what had happened and about the trouble that he was having. He asked me when I could be ready. I said ‘How about tomorrow at 9 a.m.?’” Varty came the following day with the tractor and the trailer that he was hauling. Smith put the tractor on a bed and made some modifications to the trailer, and they proceeded to Vancouver. “I had one flat about 25 km east of Kamloops, other than that, there were no issues at all,” says Smith. “John and Molly rode with us, we stopped and got a bite to eat in Hope. They are great people. All we did was a small piece at the end to make sure that they got to

John Varty and Molly Daley are on a mission to take this vehicle across Canada and raise awareness of some of the challenges faced by farmers.

where they needed to be. It was a solution. He was at the point of giving up.” The cause that Varty is attempting to raise awareness for is one that is close to Smith’s heart, but that isn’t the only reason that he decided to help Varty in his journey. “What the public doesn’t know is that there are a lot of issues with farming right now. It is a big, big, deal,” says Smith, with clear passion. “But the reason that we did it is because we could and because Revelstoke is a small community. That is how people in Revelstoke do things.” “I like to think other people in Revelstoke would do the same thing if they had the means. I think that they would.” For more information on John and Molly’s trip, please visit tractorcanada.com.

Edmonton police ask drivers to slow for tow trucks Edmonton police are asking the city’s motorists to reduce their speed near tow trucks and other emergency vehicles. The request comes on the heels of a recent spate of accidents and close calls. A service truck from the Alberta Motor Association was hit while on duty last month, and three police officers were struck while conducting traffic investigations. “Our operator was lucky and so was the motorist we were rescuing,” said Randy Loyk, AMA’s Manager of Technical Services. “We want people to remember that could be one of your family members getting their tire fixed or your dad that’s putting himself at risk to help someone in danger.” The law requires drivers to slow down to 60 km/h or less in a lane next to a stopped ambulance, fire truck, police cruiser or tow truck.

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

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Key Innovations

Getting info from the inside source is the name of the game at the Treschak Trade Show.

Treschak Trade Show offers insight into new products, process and more. By Mike Davey

rade shows are great for seeing new and innovative products, but they are at their best when the offer high-quality education as part of the package. That was the case at the Treschak Trade Show that took place at Casablanca Winery Inn in Grimsby, Ont. In addition to deals and discounts from numerous industry suppliers, attendees had a chance to learn about offerings from Innovative Tool, Urethane Supply, Rhino Liner, SATA and Autochem. In addition to education about product, highlights from the seminars included Fusor Bumper Repair (worth I-CAR points), 3M’s Standard Operating Procedures, designed to enable collision facilities to consistently product quality repairs and two seminars from AkzoNobel. New and updated products were all on display.

Akzo Tech: What’s New was lead by Jerry Grenier and detailed the new products on offer from AkzoNobel. These include the company’s new UV primer, the new LV650 basecoat/topcoat system for the truck and bus market and the company’s

new surfacer primer. In addition, Grenier also outlined two new products that are each innovative in their own way. The first, stickerfix, is essentially a small sheet of plastic that can be painted while refinishing a customer’s vehicle. This ensures an accurate colour match. Customers can use AkzoNobel’s stickerfix to easily repair small scratches. It’s a step-up from the old bottle of touch-up paint, which the introduction of waterborne coatings made into an unsuitable solution for various reasons. “Stickerfix gives you the option of letting your customers do their own touchups again,” said Grenier. “You paint it at the time the vehicle is painted and you can use it as a value-add or sell it to the customer. It’s up to you.” Grenier also outlined AkzoNobel’s new Click & Go system. Click & Go is a premeasured disposable clearcoat system. It’s a single unit that contains the clear and hardener in separate pouches. To mix them, the painter simply presses down one side of the bg and mixing happens automatically. It’s literally impossible to get the mix wrong. The disposable unit clips onto a special adapter which is then attached to the spray gun. The adapter works with SATA, DeVilbiss/Tekna and Iwata guns (with the exception of the Supernova). The advantages to a system like this are both numerous and obvious, but that only scratches the surface. For example, the Click & Go pouches are considerably thinner than the traditional round cup, allowing the painter to more easily view the application.

60 collision Repair collisionrepairmag.com

Jerry Snyder J.E.S. Sales Ltd. and Don Treschak.

As Jamie Treschak of Treschak Enterprises points out, the system may have another advantage for shops using it. “I think one of the more interesting things about it is that, because it’s a sealed unit, it’s easier to bill as a line item when you’re submitting an invoice,” he says. “There’s no need to estimate. You know exactly how many of these pouches you used.” A 400 ml pouch of Click & Go is about enough to do three panels. You can see the system in action using the player below. AkzoNobel’s other seminar was focused on creating customer value and reducing waste. Lead by Michel Guerrette of AkzoNobel, the seminar highlighted AkzoNobel’s Lean Management system, a comprehensive approach to lean designed specifically for the collision industry. Called Process Centered Environment, or PCE, the new system has been attracting a lot of positive attention. For more information on Treschak Enterprises, please visit treschak.biz. CRM For advertising inquiries, please contact Ryan Potts at 905-370-0101 or ryan@mediamatters.ca.

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Contents Recycling News..........63-69 OARA mid-year meeting, Canada’s standards go global and much more. Recycling column...........72 Car-Part Solution by David Gold

Ontario’s auto recyclers hold successful mid-year meeting By Mark Kimmich

The members of the Ontario Automotive Recyclers Association recently hosted their mid-year meeting in Hamilton, Ont. Every year for two days, the members convene to engage in networking, planning and fun. This year’s edition was no exception. On Friday, the 120 attendees were treated by LKQ Dominion to a catered barbecue and concert. “Four years ago, LKQ Dominion became the first LKQ acquisition in Canada, so it was great that they were the hosts,” says Steve Fletcher, Executive Director of OARA. “It’s very unique in our industry that people invite each other to their shops and share information that way, so big kudos to LKQ for opening their door. They put on a great show.” Friday also saw a golf tournament and charity car auction. While the golf tournament is primarily for fun and networking, the charity car auction has a definite purpose, even if the members have fun doing it. “We ended up having eight, good level salvage cars donated by the insurance industry,” explains Fletcher, “and $32,000 was generated by the sale of auctioned vehicles for the OARA scholarship fund. Not only did the members, who were the only people allowed to bid, really step up, they had a blast just doing the auction.” The real business of the meeting occurred with the members meetings on Saturday. Approximately 70 people attended of which 35 are Continued on page 64.

Larry Massicotte of Progi and Trevor Generoux of Parkway Auto Recyclers. The OARA midyear meeting offers recyclers a chance to network and discuss industry issues with their peers.

Maritime Auto Parts celebrates 80 years Maritime Auto Salvage celebrates its 80th anniversary this year. It’s rare for any business to make it to eight decades, but there simply can’t be many other auto recyclers of that age. Cars and trucks had almost entirely displaced horse-drawn vehicles for most purposes by that time, but some small businesses were still using the reliable horse and carriage for deliveries. Andrew MacDonald, Maritime Auto Salvage’s GreenParts Specialist, walks us through the recycling facility’s history.

By Andrew MacDonald

John Bertling of Redhill Equipment demonstrates the H12 portable depollution unit during the social event at LKQ Dominion. The H12 is manufactured by STH in Germany. Redhill Equipment is the exclusive distributor for North America.

This year’s Atlantic Nationals Car Show held in Moncton in mid-July featured some of the best classic cars Canada has to offer. The grand prize drawn on the last day was for a refurbished 1932 Ford Roadster. Now picture this; the year in which that car rolled off Mr. Ford’s assembly line was the same year Ray Fillmore incorporated Maritime Auto Salvage Ltd. in Truro, Nova Scotia. It’s been 80 years since Fillmore started Maritime Auto Salvage. I doubt when Fillmore started in 1932 he had any of the 1932 Fords in the yard yet, but imagine what he did Continued on page 65.

november 2012 collision Repair 63

Ontario’s auto recyclers ... continued from page 63

direct members of the association. Most of these proceedings are closed to the public so that the members can have honest dialogue among themselves. “We spent the whole day going over activities, committee reports and what are plans are for next year with a good chunk of time being spent on our legislative agenda,” says Fletcher. “The meetings were power-packed this year – we crammed in as much as we could.” While motivations for attending differ as “some guys are there for fun and some are there for raw information,” the meetings did have some planning that will see real consequences in the coming year. Hard work was done on the Gold Seal Business Certification Program. This program, designed to help standardize the recycling business while providing training to members. “We really rolled up our sleeves for our members and we hope that program will be active by December,” says Fletcher. Also, it was decided that next year’s meetings will be slightly different as the OARA plans to partner with sister organizations in Quebec and New York to give the members a look at the auto recycling business from a different perspective. For more information, please visit oara.com.

Above: The social event at LKQ Dominion also included a salvage auction open only to association members. Coordinated by Denis Desjardins and the team at Sonshine Auto Parts, the proceeds from the auction are going to support the OARA Employee Scholarship program. The vehicles being auctioned were generously donated by State Farm Insurance, Intact Insurance, Impact Auto Auction, Stark Auto Auction and Dominion of Canada Insurance. The purchase price of vehicles included towing provided by Groupe Laberge. Right: Trevor Kingsbury of Wholesale Auto Parts, John Logel Jr. of Logel’s Auto Parts in Kitchener and Dom Vetere of Dom’s Auto Parts at the OARA golf tournament.

Marlee Kohn and Caroline Sturk of Summerhill Impact. Summerhill Impact administers the Switch Out program, which helps to keep toxic mercury switches from contaminating the environment.

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Serving the Automotive Industry for Over 45 Years

Maritime Auto Parts ... continued from page 63.

Maritime Auto Parts celebrated its 80th anniversary with a charity BBQ.

have! Most likely a whole bunch of Model Ts, but also Model As, Studebakers, Packards, Buicks, Oldsmobiles and Cadillacs. The Fillmores sold Maritime to Basil MacKay and Harry Marsh in 1974. They organized the vehicles into rows by make and model and eliminated the “junk yard” feel. In 1987, a young couple from Ottawa (originally from Nova Scotia) with two young children (one and three years old) approached MacKay with intentions of buying Maritime. I was the three-year-old. My father, Ed MacDonald, had become hooked on the concept of auto recycling through friends at Arnprior-Ottawa Auto Parts. Upon seeing my Dad in his summer shorts and paisley shirt, MacKay politely told him he “was out of his goddamn mind,” and to “get lost.” Mom and Dad returned the following year, even more determined. MacKay took their money and the transfer began. From 1988 until today, there have been a lot of changes in how auto recyclers do business. My parents almost immediately implemented a computerized inventory management system which has steadily progressed over the past 25 years. To the point where now when a vehicle lands in the yard, parts are entered into a tablet PC with pictures and just downloaded straight into our system. Vehicles and parts can also be researched online on our website. The vehicle processing side has also progressed. Removed gas powers our fleet vehicles, oils heat our building in the winter and AC refrigerant is re-used by local repair shops. On July 20, we celebrated 80 years with an open house. It was a beautiful summer day, with just enough of a breeze to make sure that Ed froze after three hours in a dunk tank. The staff all pulled together to make it a big success and we had a wonderful

turnout of customers, suppliers, business partners and friends from the community. We were also able to donate $1000 to the Onslow-Belmont Fire Brigade who had their truck on display. We love being able to have a reason to celebrate. What’s next? Some of that is going to rest on my shoulders. I had worked at Maritime since I was about 10 years old. However, after high school I moved to Ontario to get my Mechanical Engineering degree from Waterloo. I ended up staying and working a year in manufacturing engineering for GM, three years in quality engineering for Toyota, and then two years in new model management for Lexus. I couldn’t stay away for long though. People ask me why I would leave a “high profile” job to work at a small business in rural Nova Scotia. Well, besides the quality of life and being closer to family and friends, the answer is easy. Auto recycling is addictive. As is the case with all succession planning, my parents had reservations in selling their business to their son. After convincing them I was actually serious, they employed Grant-Thornton to interview me and provide a risk analysis with an objective view. Long story short, I started working at Maritime in March and am working towards taking over in the next year. I have a big learning curve in front of me, and big shoes to fill (two pairs!) but I can’t wait to get on the front side of the wave and reuse, recycle and potentially start repurposing these vehicles. Maybe the collectible car given away at the 2092 Atlantic Nationals Car Show will have been a rebuilder from Maritime Auto Salvage at one point. Who knows what the long term future might look like? All we can do is continue being open to change and growth.

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canada’s auto recyclers ready to take standards worldwide Is it possible for auto recyclers worldwide to function under a single unified code? Three of the leading professional automotive recycler organizations think so. The Automotive Recyclers of Canada, the Automotive Recyclers Association and United Recycler’s Group have announced that the entities will centralize their respective accreditation programs into one united accreditation and certification standard for professional automotive recyclers. “This will serve to bring increased industry unification and recognition to professional automotive recyclers who operate at the highest level of the industry,” says Michael E. Wilson, ARA CEO. ARC’s Canadian Auto Recyclers’ Environmental Code (CAREC) program is joined by the highly recognized URG 8000 (of the United Recycler’s Group) and the ARA CAR and Gold Seal programs. The goal is to advance excellence in practices and standards. These programs have all served to identify the top tier of certified professional automotive recyclers in their respective areas. In 2011, representatives from ARA, ARC and URG convened a working group with the goal of attaining the preeminent accreditation program that would be an asset to their members and a model to countries around the world. After much research and review, the

working group recommended a draft outline in September 2011 that was approved by the ARA, ARC, and URG leadership. Administrators of the ARA CAR and Gold Seal programs collaborated with ARC and URG representatives toward a goal to create a one-stop-shop for information and accreditation standards. The CAR Gold Seal Accreditation Alliance collaborators have identified common standards and also incorporated recycled part quality assurance standards and employee training programs, adopted from URG 8000. The ARC code, developed in 2008 for Environment Canada, provides recyclers with the most relevant information and tools to prevent environmental hazards during and after the vehicle recycling process. URG 8000 standards have a focus on quality, training, audits and performance. The CAR Gold Seal Accreditation Alliance will launch an Internet administrative platform that will be previewed at the ARA Annual Convention & Exposition, October 24 to 27, 2012, in Orlando, Fla. With the momentum generated from this historic agreement, ARA will actively seek to enroll automotive recyclers from around the world to join the CAR Gold Seal Accreditation Alliance through adoption of the united CAR Gold Seal certification standards.

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66 collision Repair collisionrepairmag.com

International meetings one highlight of upcoming recycling events Professional associations are a great way to network with others in your industry and to talk shop with people who share your passion. Both national and provincial recycler associations hold various meetings for their

members around the country. Below are the currently scheduled conventions and meetings for the coming year. A few of the highlights from the 2013 meeting slate include AARDA’s 25th Anni-

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

versary Convention this June in Sylvan Lake, Alberta, and the joint OARA – ARA meeting, bringing together Ontario and U.S. recyclers in Niagara Falls, New York. The 2013 International Roundtable on Auto Recycling takes place this November in Phoenix, Ariz. ARC Board of Directors Joint ARA-ARC Board Meeting Washington, D.C. March 13, 2013 a-r-a.org, autorecyclers.ca OARA Convention & Trade Show Toronto Airport Marriott Hotel Toronto, Ontario March 22-23, 2013 oara.com AARDA 25th Anniversary Convention Sylvan Lake, Alberta June 7-8, 2013 aarda.com ARAAC Member Meeting St. Johns, Newfoundland May 24, 2013 araac.ca ARPAC Annual Congress Mont-Tremblant, Quebec September 5-8, 2013 arpac.org

You know Green Recycled Parts are great for the environment, but you might not realize they’re actually a great way to build customer loyalty and goodwill... and more repeat business. When you offer them an alternative that will save them about half the price of new OEM

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68 collision Repair collisionrepairmag.com

ARC Board of Directors Meeting Mont-Tremblant, Quebec September 8, 2013 autorecyclers.ca Joint OARA - ARA New York Meeting Niagara Falls, New York October 17-19, 2013 oara.com, a-r-a.org ARA Convention & Trade Show Phoenix, Arizona November 5-9, 2013 a-r-a.org International Roundtable on Auto Recycling Phoenix, Arizona November 10-12, 2013

city of ottawa gives thanks to sonshine auto parts The City of Ottawa and Ottawa Fire Services publicly thanked Sonshine Auto Parts for their continued support over the last 20 years through the donation of used cars. Ottawa Fire Services uses the vehicles to practice auto extrication techniques. “This has been a great partnership,” said Mayor Jim Watson. “Sonshine Auto Parts is a very community-minded business. Their support of Ottawa Fire Services over the last 20 years has helped keep our residents safe. Their vehicle donations have provided a training opportunity for firefighters to hone their skills and try new equipment.” Ottawa Fire Services responds to hundreds of emergencies each year that involve extricating drivers and passengers from vehicles after a collision. Before a victim can be removed, firefighters must use specialized tools and techniques to remove parts of the vehicle. “Auto extrications have become very specialized,” explained Fire Chief John deHooge. “Cars have evolved over the years and continue to change. With air bags, alternate fuel systems, new lightweight bodies and computerized components, it has become even more important that firefighters stay on top of changes in vehicle design and improved extrication techniques. These vehicles provide us with the tools to do that.”

Denis Desjardins of Sonshine Auto Parts (centre) accepts a plaque on behalf of the business for support of Ottawa Fire Services. On hand to present the plaque were Councillor Mark Taylor, Councillor Stephen Blais, Mayor Jim Watson and Fire Chief John deHooge.

“Social responsibility and environmental stewardship have always been important at Sonshine Auto Parts and our environmental stewardship has always been at the forefront of our minds,” said Denis Desjardins, President of Sonshine Auto Parts. “We are honoured to be able to support the Ottawa Fire Services in their training and we will continue to do so. This is one way we can make a difference in the community.” Residents can also donate their used vehicles to Ottawa Fire Services. More information is available at ottawa.ca.

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Rubber Heart & Soul

Cap

Bruce Woodbeck, Steve Fletcher of OARA, Greg Woodbeck, Andre Motuzas of the Sunshine Foundation and Andrew Horseman, Executive Director of Ontario Tire Stewardship.

Celebrating the success of Tire Take Back Days at Woodbeck Auto Parts.

Several local political notables attended the event, including Neil Ellis, Mayor of Belleville and Daryl Kramp, MP for Stirling Rawdon.

By Mike Davey

he final counts are in for the latest Tire Take Back Days and Woodbeck Auto Parts has taken the top spot for the second year in a row. The final tallies were announced at a special event held at Woodbeck Auto Parts in Stirling, Ont. A number of notables were in attendance, including Rodney Cooney, Mayor of Stirling; Neil Ellis, Mayor of Belleville; Owen Kepcheson, Reeve of Center-Hastings; Cindy Brandt, Chair of the Stirling Hockeyville Committee and Daryl Kramp, MP of Prince Edward Hastings. Steve Fletcher, Managing Director of the Ontario Automotive Recyclers Association, delivered opening remarks and provided some background on Tire Take Back Days, Ontario Tire Stewardship and the Sunshine Foundation. The highlight of the event was the unveiling of the new Tire Take Back Days sign and the presentation of $357,960 to the Sunshine Foundation. The cheque was presented by Steve Fletcher, Andrew Horsman and Greg and Bruce Woodbeck, and accepted by Andre Motuzas on behalf of the Sunshine Foundation. Between May 2 and June 2, Ontarians dropped off over 139,000 used tires at 72 locations. These collection events raised $357,960 for the Sunshine Foundation Children’s Charity. The six-day recycling blitz helped divert tires from landfills, while raising money to assist children with severe physical disabilities and life-threatening

Dan and Nathalie Brault and their daughter Marie-Eve, and Greg and Bruce Woodbeck. The Brault’s son Ben was a previous recipient of the Sunshine Foundation.

illnesses. The collection allowance that OARA members receive for each tire dropped off is matched by OARA and coupled with donations from registered tire haulers Liberty Tire Recycling and Trillium Tire to create an overall donation to the Sunshine Foundation. “Congratulations to Ontarians for their outstanding recycling efforts and creating the most successful tire collection event to date,” said Horsman. “The number of tires collected nearly tripled last year’s amount and, stacked on top of each other, could be the height of more than 65 CN Towers.” This year, the OARA member that collected the most tires from residents in their area was recognized with a gift-inkind of up to $15,000 worth of tire-derived products to be used toward a community facility or project. Woodbeck Auto Parts in Stirling, Ont. collected nearly 25,000 tires during this year’s event. Woodbeck Auto Parts will use the prize money to provide recycled rubber flooring to refurbish a local hockey arena at the Stirling District

70 collision Repair collisionrepairmag.com

This custom-made cake really says it all. Tire Take Back Days have succeeded on both environmental and charitable levels.

Recreation Centre of Stirling-Rawdon. “We’re proud to recognize our 72 participating OARA members for their growing efforts to recycle not only tires, but thousands of vehicles and auto parts each year,” said Steve Fletcher, Executive Director of OARA. “For the second year in a row, Woodbeck Auto Parts not only led the province in the collection, but also exceeded last year’s efforts by 21,000 tires. Honourable mentions also go to Hotch’s Auto Parts in Ameliasburgh and Sonshine Auto Parts in Cumberland, who gave Woodbeck some fierce competition. In total this year we had eight members exceed the total collected by Woodbeck’s winning number last year.” Through the Used Tires Program, Ontarians can drop off up to four used tires each for free at hundreds of registered collection locations around the province, and the tires collected will be reused or recycled into new consumer products. To date, Ontario Tire Stewardship has helped recycle more than 33 million tires.

recycling i

FREQUENTLY ASKED QUESTIONS

I believe it’s important to acknowledge when members of the community, both private individuals and businesses, go above and beyond in contributing to our society. That’s why I would like to extend my heartfelt thanks to Woodbeck Auto Parts, Ontario Tire Stewardship and every automotive recycler who participated this year’s Tire Take Back Days. Piles of discarded tires are not merely unsightly. As most people know, they are also a fire hazard. What many people do not consider, however, is that they’re also a perfect breeding ground for mosquitoes that can carry the West Nile virus and other diseases. Ontario Tire Liberty TireStewardship Recyclinghas the leading tire recycler in North America? made it their mission to safeguard every citizen of re recycles more than by 140 milliontires tiresareannually, reclaiming about billion pounds Ontario ensuring disposed of properly, rather1.5 than gathered for innovative,ineco-friendly products. dangerous heaps or taking up space in our local landfills. Woodbeck Auto Parts and other members of the Ontario Automotive Associationget help scrap by acting as a collection point for old does LibertyRecyclers Tire Recycling tires? and discarded tires during the province’s Tire TakeatBack very shape and size are collected from a vast line-upannual of customers more than Days. These businesses then process the tires into crumb rubber, cations nationwide, including new tire retailers, automotive service centers, government a material that can be turned into many useful products. s, military facilities, car dealerships, and tire wholesalers. Also, Liberty Tire has This year alone, Ontarians dropped off over 139,000 used tires d more than 150 dump sites littered with nearly 40 million scrap tires during the at 72 locations across the province. These collection events also rs, exceeding any other organization in the nation. raised $357,960 for the Sunshine Foundation Children’s Charity. I had the good fortune recently to attend a special event held at Woodbeck es Liberty Tire collect tires from customers? Auto Recycling Parts in Stirling, Ont. to scrap celebrate the success of the 3rd Annual Tire Take Back Days. I was extremely impressed by the dedication re provides a complete service profile of collection options, including backdoor pickup, shown by members of the automotive recycling industry whenremoving it comes scrap hook pickup, and drop-off sites. Box vans visit customer sites directly, to giving back to their community. They are an excellent example of how and on a periodic basis, or Liberty Tire leaves a bulk trailer for customers to fill at local businesses can contribute to the health and well-being of us all.at any enience and takes the load away when full. Also, tire deliveries are accepted re facility. In closing, I would like to again extend my congratulations and thanks to Woodbeck Auto Parts, Ontario Tire Stewardship, members of the Ontario Auto Recyclers Association and the sponsor who e metals andhelped fibermake materials from scrap this year’sremoved Tire Take Back Days such atires? success. s are processed, Liberty Tire Recycling removes and collects scrap steel with magnets ates fiber components Sincerely,with air classifiers. The result is clean recycled rubber.

for recycled rubber scrap tires? mthe run bymarket Ontario Tire Stewardship (OTS) is moving into yearfrom two. recyclers, such asis yourselves, program has helpedrecycled recycle overrubber makes many products and materials et potential broad the based because business growth and product innovation in Ontario and has production even better. Rubber asphalt is safer and longer-lasting than traditional l tire dumping. This success has come through cooperation and OTS and mulch businessesoutperforms like yours. ubber wood mulch. Tire-derived fuel is cleaner than fossil fuels. Daryl Kramp MP

ples go on and and on.contribution And, in the end, recycling rubber keeps millions of scrap tires out ur continued supportPrince to the Used Tire Program Edward-Hastings each year, making the process a true green alternative. for making Ontario a greener andentire more prosperous place to

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Car-Part.comTools Information sharing on steroids. By David Gold

uto rec yclers throughout North America were invited to attend the 4th Annual Car-Part Conference. The meeting was touted as “providing tools for a profitable future,” which naturally sparks interest for all of us. A new bright light for all stakeholders are the new and exciting innovations that Car-Part has created that will allow recyclers to showcase parts and provide solutions for appropriate information sharing. The conference was kicked-off by the president of Car-Part, Jeff Schroder, and he set the tone as to the vast opportunities that exist in the Car-Part Marketplace. “There are $2.3 billion worth of part searches per month on Car-Part.com and Car-Part Pro,” he says, “and these do not count any of the data feeds and recycler-to-recycler look-ups.” This is a good indicator of the power of Car-Part and that they are the leader in the marketplace, but how are they changing their model to promote our products and services? Jeff answers this question when he says “our goal is to make

it easy for shops and insurers to buy your parts and services 100 per cent electronically.” You can purchase almost anything online, so why not used parts? Why recyclers don’t have an online platform has more to do with the complications of the auto recycling industry and the nuances of our products rather than any lack in technological ability. The bottom line is that many questions needed to be answered before our industry could go fully e-commerce. To address this, Car-Part now has CarPart Pro for the professional repairer. This platform has standards clearly outlined and we will be encouraged to live up to those standards. As Jeff explains, “the two biggest complaints on using recycled parts? It’s too complicated and I don’t always get the reliable services that I get with new parts. The delays in service are our most common complaint as everyone wants the easy button.” Recyclers will denote their warranty terms and their delivery schedules into Car-Part Pro, giving our customers much more information to work with without

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ever having to pick up the phone. Our prices will now be displayed as either a clean and undamaged price, or the actual pricing of the part or both giving our customers a greater ability to procure the most appropriate part for their needs. Trade customers will be able to check availability with a simple click and they’ll be able to communicate via the Car-Part private label instant messenger program directly with the recycling facility.

cess—they jump into issues with both feet and tackle them to everyone’s benefit. Their level of intelligence and dedication has allowed for the creation of products and services that have changed our businesses and will continue to do so going forward. It starts at the top and Jeff and Roger Schroder are dialed into anything and everything that goes on in the industry. The results speak for themselves.

There is a big vision for … the industry happening here. The final result of all of this is that there will be an improved level of information sharing. This should promote electronic trade with our customers and at the same time further mitigation of common misunderstandings and issues with our parts that waste everyone’s time and result in increased return rates. These misunderstandings should be further avoided through what looks to be the next evolution for CarPart Pro: digital images of our parts online. Auto recyclers are lucky to have a company like Car-Part that is 100 per cent committed to our suc-

Jeff, Roger and family, thank you for all that you do for auto recyclers and the industry at large. You inspire us to keep working on the business and to elevate our game and we know the results will follow. With CarPart, our industry is in good hands. CRM David Gold is the co-owner of Standard Auto Wreckers, an auto recycling facility with locations in Toronto, Ontario and Niagara Falls, New York. He can be reached by telephone at 416-286-8686 or via e-mail at david@standardautowreckers.com.

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November 2012 collision Repair 73

last word

PartyHearty! On second thought, don’t. By Mike Davey

ife gives us a lot of opportunities. It’s important to avoid s q u a n d e r i n g t h e m . Tr a d e shows, especially the really hu g e on e s l i ke NAC E an d SEMA, are fantastic opportunities. But they’re a complete waste of time if you’re going for the wrong reasons. There are always going to be social aspects to any big event. There’s nothing wrong with spending a bit of time talking to friends and renewing old connections. However, a lot of people seem to think that the main purpose behind a trade show is to party. This is— with all due respect to those who choose to treat them that way—stupid.

competitor is busy at the seminars and cosying up to some of the finest minds in the business. I’m not saying you can’t have some fun while you’re there, but if it’s the main reason you’re going, you’re better off staying home. The beer is cheaper and you can sit around in your underpants. You can’t do that at trade shows! Oddly enough, trade shows are just about the only places in New Orleans or Las Vegas where they don’t tolerate that sort of behaviour. If you want to get the most out of your trade show dollar, then you need to plan. Figure out which seminars will give you the most value and plan to attend those.

shows are often an excuse to have fun on the employer’s dime. New Orleans and Las Vegas are both fantastic vacation destinations. If that’s what you’re interested in, though, you’ll save a ton of money by not registering for the show and going during the off-season. My buddy John works for the government, and he once pointed out to me that trade shows are often an excuse to have fun on the employer’s dime. I have no interest in getting into the ethics of this, but I’d bet cash that it’s irrelevant to nine out of 10 people reading this, because they ARE the boss. In that case, it’s your money and you can spend it how you like. I’m just saying that spending it on a conference and then partying the whole time you’re there is … well … dumb. Ever tried absorbing information when you’re hung over? It doesn’t work too well. By attending NACE or SEMA, you’re basically paying to look at new products, get more education via seminars and workshops and make valuable personal connections. You might make some great friends hanging around in bars, but your

Try to sign up for the afternoon sessions whenever possible. Even if you imbibe too much the night before, you’ll still stand a good chance of making it. Determine in advance who you want to connect with and then aggressively seek them out. Take a look at the show map and figure out the best route to see what you want to see. Those halls are enormous. Wandering around at random isn’t effective. Speaking of enormous halls, make sure you’re wearing your most comfortable shoes. I once spent three days limping around Las Vegas because I favoured fashion over function. In closing, you should attend as many trade shows as you have time and money for. But make sure you’re attending for the right reasons. CRM

74 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.

CANADIAN LOCATIONS Gilles Daigle Auto Traction Inc. 301 Route 132 St. Vallier, Quebec G0R 4J0 Phone: 418-884-3273 Fax: 418-884-3831 gillesdaigle@autotraction.ca www.autotraction.ca Matthews Collision Equipment Ltd. 105 Walden Square S.E. Calgary, Alberta T2X 0R9 Phone: 403-560-6925 Fax: 403-282-3412 matthewsequipment@shaw.ca R.S. Finishing Systems, Inc. 145 Industrial Parkway South, Unit #2 Aurora, Ontario L4G 3V5 Phone: 905-881-9768 Fax: 905-727-7555 www.rsfinishing.com

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