Collision Repair magazine 12#6

VIVA LAS VEGAS: SPECIAL REPORTS ON NACE AND SEMA

PLANNED PROFIT

Tips from the best on repair planning and blueprinting.

CUSTOMERS FIRST

Dean Catton of Winnipegbased Cattons made it a top priority.

Pursuit of

REPORT ON TRAINING

EXCELLENCE

The best guide to what’s new, what’s next and what’s needed.

Peter Woo and Josef Stebler have made top flight service a starting point at Excellence Auto Body.

CRM SIVE: EXCLU TIVE EXECU VISION

Volume 12, Number 6

PLUS

Jeff Kern of Car-O-Liner on technology, Extreme Shop Makeover at CARSTAR Oakville and winning customers with curb appeal!

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December 2013

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$4.95

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

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CONTENTS

On The cover

Volume 12 Issue 6, December 2013

25 Drive for excellence Insider’s perspective helps drive Peter Woo and Josef Stebler at Excellence Auto Body.

features 18 reader viewpoint Our readers on apprentices, paint materials and more.

30 executive vision Jeff Kern of Car-O-Liner on materials, repair and OEM lightweighting.

34 Extreme Makeover CARSTAR Oakville East is in a new building with all new equipment.

39 training today Announcing our newest regular feature, Report on Training.

36

The MSO Symposium was one of the biggest draws of NACE 2013.

46

41 sema sizzles The hottest new products, equipment and cool cars from Las Vegas.

43 repair planning 101 Thorough repair plans boost productivity and profitability.

49 curb appeal An attractive frontage sells your services long before your customers need them.

NEWS

32

06 COLLISION REPAIR 53 Towing & Recovery 55 RECYCLING

Dean Catton of Winnpeg-based suppliers Cattons favours a “person-centric”approach.

VIVA LAS VEGAS: SPECIAL REPORTS ON NACE AND SEMA

PLANNED PROFIT

CSN members gathered in Alberta for the network’s annual conference.

On the Cover: Peter Woo and Josef Stebler of Excellence Auto Body, with locations in Toronto and Concord, Ont.

Tips from the best on repair planning and blueprinting.

CUSTOMERS FIRST

Dean Catton of Winnipegbased Cattons made it a top priority.

Pursuit of

REPORT ON TRAINING

EXCELLENCE

The best guide to what’s new, what’s next and what’s needed.

Peter Woo and Josef Stebler have made top flight service a starting point at Excellence Auto Body.

PLUS

Jeff Kern of Car-O-Liner on technology, Extreme Shop Makeover at CARSTAR Oakville and winning customers with curb appeal!

Volume 12, Number 6

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December 2013

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$4.95

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Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632

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YOUR ONLINE SOURCE

Canada’s collision repair information resource.

New articles and top news stories daily.

Visit www.collisionrepairmag.com.

departments 04 Publisher’s page by Darryl Simmons Optimism.

20 Point Blank by Sam Piercey Reach out to educators.

22 Prairie view by Tom Bissonnette Don’t be Crood.

28 Who’s driving? by Jay Perry The parts challenge.

86 John Street, Thornhill, ON L3T 1Y2

COLLISIONREPAIRMAG.COM

60 Recycling by David Gold Parts brokering.

HAVE YOUR SAY. We welcome your comments on anything you see in

62 Last word by Mike Davey North vs. south.

Collision Repair magazine. Send your feedback to editor@collisionrepairmag.com.

december 2013 collision Repair 03

publisher’s page

barkvs.bite The collision repair industry has some new teeth.

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

By Darryl Simmons

O

ptimism is usually associated with the trip out to Las Vegas, rather than coming home, but two trips there in less than a month has me optimistic about the future of the collision repair industry. I was at both NACE and SEMA, and there was a definite electric current buzzing through both.

The economy has not made a complete recovery, but there’s definitely a light at the end of the tunnel for progressive repairers. Sure, there are challenges.

Training and staffing, securing enough volume and keeping your customers and partners happy takes hard work, but there has never been a time when that wasn’t the case.

heard about the Canadian Collision Industry Forum (CCIF) transitioning to new management under the Automotive Industries Association (AIA). Personally, I think this is going to be a big positive.

CCIF has always served as a great place to discuss issues, but the way it was set up made it difficult for the organization to take much concrete action. I won’t say it was all bark and no bite, but there’s no arguing that management under AIA adds some teeth.

AIA has strong connections with other parts of the auto industry and the government. More than ever before, this will be an opportunity for collision repairers to make their voices heard.

One of the first things the new CCIF

There’s definitely a light at the end of the tunnel.

Today, new products, new processes and materials are dovetailing with stateof-the-art management systems and the culture of continuous improvement to make operations more streamlined.

Less friction in any area of the business means more profit one way or another, and those realizing this are benefitting.

The number of collision repair facilities across Canada has been in decline for years, and there’s no indication that we’ve hit the bottom yet. There is no guaranteed formula for making sure that you’re one of the shops left standing when the smoke clears, but there are things you can do to help increase your chances.

Make sure you are one of the early adopters of any new process or innovation that will help make your business more efficient, even if it’s in small ways.

Don’t wait. Your competitors aren’t.

Away from the shop floor, there are big changes taking place. You may have

will be doing is to provide a proper sur vey of the Canadian collision repair industry. This is something we’ve needed for years. We can navigate much better if we have a decent map, and that’s what this survey will provide. I would strongly encourage you to participate in the survey when you have the opportunity. Your participation will help paint a much clearer picture of where we are and where we need to head.

Manitoba and Saskatchewan have broken ground with industry surveys showing the need for higher rates. Perhaps this next round of surveys will do the same thing nationwide. CRM

04 collision Repair collisionrepairmag.com

general manager Ryan Potts ryan@mediamatters.ca EDITOR MIKE DAVEY editor@collisionrepairmag.com ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com Assistant eDITOR ANDREW ARDIZZI andrew@mediamatters.ca COLUMNISTS DAVID GOLD, JAY PERRY, SAM PIERCEY, TOM BISSONNETTE VP INDUSTRY RELATIONS GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com Marketing Assistant WILL JACQUES will@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.

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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

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the front end

People on the move The Automotive Industries Association (AIA) of Canada has announced the promotion of Andrew Shepherd to Senior Director of Industry Programs and Executive Director of I-CAR Canada. In this capacity, Shepherd will continue to oversee the I-CAR training program and d i re c t A I A’s o v e r a l l collision sector strategies, but he will now also manage all of Andrew AIA’s market research Shepherd. efforts in collaboration with the Market Research Committee.

Leanne Jefferies has now officially joined AIA’s collision team as Director of Collision Programs and will work to organize and administer the Canadian Collision Industry Forum and to help expand AIA’s role and involvement in the collision industry across Canada.

Jason Kerr is now Manager of Government Relations and will focus all of his energy on building partnerships with all levels of government across the country, providing input to various policy working groups, and working on issues such as telematics, provincial inspection programs and the Canadian Automotive Service Information Standard (CASIS).

Ken McAfee has been appointed Business Development Manager for BASF’s Automotive Refinish Business in Canada.

McAfee will have reKen McAfee. sponsibility for new business growth in the province of Ontario.

“The appointment of Ken is a great addition to our team,” said Harry Dhanjal, Business Manager for BASF’s Automotive Refinish business in Canada. “The experience and network Ken brings will help BASF as we continue to grow in Canada with new innovations such as the launch of our Onyx HD Low VOC product range.”

Bill Bur ns has been named as Area Sales Manager for Canada for Wedge Clamp Systems.

Burns brings extensive experience from senior positions in sales and market development with SATA Spray Equipment, Spies

Hecker and Sikkens paint lines and compressed air products.

A statement from We d g e C l a m p s a y s the additional backBill ground of being a Burns. technical trainer and a shop owner gives Burns incisive collision repair knowledge.

He enjoys interacting with customers, colleagues and distributors to create solutions to challenges. Burns also has a keen interest in classic automobiles, enjoys many genres of music, plays guitar and golf and enjoys travel to warmer climates during the winter months. He can be contacted at bburns@wedgeclamp.com or on his mobile at 403-831-0103.

MAACO h a s a n nounced that Gary D oh r i n g , l o n g -t i m e franchisee and owner of MAACO Canada, has retired. Dohring served Gary as President and CEO Dohring. of MAACO Systems Canada for 13 years.

MAACO has also announced that it has acquired its Canadian Master Franchisor rights.

MAACO Canada has 26 locations across the country. The first location opened in 1975.

“Everyone at MAACO thanks Gary and his team for the great work over the past decade in growing the MAACO brand in Canada,” says Jose Costa, President, MAACO. “We are really excited for the opportunity to build on that success and further grow the brand in Canada. This transaction is a testament to the belief that the MAACO team has in terms of our future vision and growth opportunities.”

MAACO is part of Driven Brands, which also operates Meineke Car Care Centers in Canada. A statement from the company says its focus will remain on growth of these brands and specifically on doubling the current unit counts in three years through a combination of new and existing franchisees.

“I am proud and fortunate to have spent so much time as part of the MAACO system,” said Dohring, who departed the company on October 1. “We have a terrific team and culture in place, and strong leadership at the corporate level, so I leave knowing that the brand I love is in the best of hands.”

06 collision Repair collisionrepairmag.com

Your robot has had us trapped in here for hours! How long are we going to have to wait for this thing’s batteries to run down?

It doesn’t use batteries.

It’s powered by an onboard atomic pile.

And that means?

It should run for at least 20 years or so.

20 ... years?

I know, I’m worried about our cycle time too.

For the last time, that is not what I’m worried about right now!

GET CONNECTED!

Follow Collision Repair magazine at... facebook.com/collisionrepairmag

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global view

IBIS 2014 partner positions in high demand IBIS 2014–the International Bodyshop Industry Symposium–has secured unprecedented backing with nine official partners already unveiled. Collision Repair magazine is Canada’s official Publisher Partner for IBIS. IBIS 2014 returns to the spectacular Hotel Arts Barcelona, Spain on May 19 to 21, 2014. Partners who have already pledged their support to the event include 3M, AkzoNobel, Audatex, Automechanika, Axalta,

EMM, Enterprise, Innovation and Quindell.

Discussions are currently underway with further potential official partners.

Along with the high demand for official partner positions, delegate places are also in demand and early signs are that the event will sell out quickly.

“The early signs for IBIS 2014 are extremely positive,” says Shelley Parsons, CEO of Plenham, the firm that administers

the global collision repair event. “We are delighted, once again, to welcome onboard some of the leading blue chip organisations to operate within the automotive aftermarket.

It is a true indication of the continued growth of the IBIS brand on a global scale and one which we are honoured to deliver.”

For more information on IBIS 2014 or to make any bookings contact Nicola Keady at nicola@ibisworldwide.com.

White still top colour for new cars around the world Air Speed Frequency drive Direct fire gas burner Heating recuperator Smart cure

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08 collision Repair collisionrepairmag.com

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White is still the most popular car colour globally based on 2013 automotive build data, according to PPG’s annual automotive colour trend data.

White ranked first (up 3 percent from last year to 25 percent) and silver and black tied for second (18 percent each). These were followed by gray, red, natural hues, blue and green.

Turning to the data from closer to home in North America, white remains most popular (21 percent), followed by black (19 percent), gray (17 percent), and silver (15 percent). These were followed by red, blue, natural hues and green.

“While white continues to be the most dominant choice in car colour, we see growth in the variety of whites being offered to consumers,” says Jane E. Harrington, PPG Manager, Colour Styling, Automotive OEM Coatings. “Car manufacturers are seeking ways to create variations of white, silver, black and gray that are specific to their brands and that complement different vehicle types. Distinct effects such as micas, glass flakes, fine bright aluminum and hue-shifting pigments help them achieve this.”

In fact, across North American vehicle types in 2013, PPG found that: • Sport models are most likely to feature shades of red and blue.

• The largest percentage of gold and beige vehicles is in the minivan segment.

• Luxury vehicles, 57 percent of which were gray in 2013, are most likely to feature effect finishes in black metallic and white pearl.

• Colour varies most across SUVs, with relatively equal distributions finished in shades of white, black, blue, red and gray.

Looking ahead, Harrington says we may see more blue in 2014. PPG’s data shows increases in the popularity of blue for certain regions and vehicles, such as an increase in North America this year and more than double the popularity in sport models here between 2011 and 2013.

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news

Collision Clinic ~ CSN, Dana’s Collision Center ~ CSN receive awards Two members of Collision Solutions Network have recently received awards from their local Chambers of Commerce.

The Mount Pearl Paradise Chamber of Commerce has selected Collision Clinic ~ CSN for its Member Services Hall of Fame Award, given to a business that has made an outstanding contribution to the success of the Chamber. Collision Clinic ~CSN has also been selected as the Consumer Choice Recipient for the third year in a row.

Left: Sharlene Lefresne, Sharon Wells, Glenda Barron and Bill Didham of Collision Clinic ~ CSN with this year’s Consumers Choice award.

This marks the third year in a row the facility has been selected to receive the Consumer Choice award.

Dana’s Collision Center ~ CSN was recently awarded the Credit Unions Business Excellence Award for 20 employees or less by the Fredericton Chamber of Commerce. The Business Excellence Awards recognize the outstanding customer service, community involvement and notable achievements of businesses that have been leading the way in Fredericton’s business community. Dana’s Collision Center ~ CSN has been an active member of the Fredericton Chamber of Commerce for over 25 years.

Dana Alexander of Dana’s Collision Center ~ CSN accepting the award at the Business Excellence Awards.

Fix Auto reconnects at Ontario/Atlantic meeting Members of the Fix Auto network from across Ontario and Atlantic Canada gathered recently at the Spring Hill Suites by Marriott inVaughan, Ont. The regional meetings are a chance for shop owners to connect with peers, network and share best practices.

“It’s always informative,” said Gus Stavropoulos of Fix Auto Yorkdale. “It’s a great opportunity to hear from our insurance partners, and see how they’re executing policies, and what they’re looking for in shops they want to partner with.”

A full slate of presentations began with opening remarks from Steve Leal, President of Fix Auto, thanking the network’s strategic partners for their support, and introducing Daryll O’Keefe, General Manager of Fix Auto Ontario. A member of the collision repair community on the supplier side for many years, O’Keefe joined Fix Auto in June 2013.

During his remarks, O’Keefe expressed his excitement to be a part of the Fix Auto network, and outlined what he saw as some of the opportunities going forward.

Wayne Loker of Aviva Canada, one Other presenters included Marie-France of the presenters at Laurin, National Marketing Director for the Fix Auto Ontario/ Atlantic Meeting.

Fix Auto, on advertisement funds and

Spraying away profits?

branding; Stu Klein, Strategic Partner Developer for Fix Auto, on the importance of training, and Tony DeSantis, Fix Auto’s Director of Sales, who provided an update on the insurance industry.

Wayne Loker of Aviva also presented, informing attendees Action at the LKQ booth. A trade show was a core component of the meeting. of the latest updates. A break for lunch provided a chance to browse the trade show area, featuring exhibits from a number of Fix Auto’s supplier partners.

“That was one of the highlights of this year’s meeting for me, getting the chance to connect with some of our suppliers” said Kim Roberts of Fix Auto Barrie. “It’s also really nice to be able to connect with the other shops in our network, because we don’t see them much. It’s nice to meet with them and compare notes.”

After lunch, Steve Leal again took to the podium to provide an update on a number of projects Fix Auto is currently undertaking, including the changeover to a single paint brand network wide, software updates and more.

Craftsman Collision makes a dent in hunger

Ultra-efficent NitroHeat will cut your paint costs by up to 35% while boosting throughput as much as 20%. Call today!

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10 collision Repair collisionrepairmag.com

Stacey Cook, Marketing Manager for Craftsman Collision and the staff and management of the company’s Cambie St. location with the Salvation Army’s mascot, Sally Ann. Craftsman Collision, Save-On-Foods and PriceSmart foods recently teamed up with The Salvation Army to help ensure that no families go hungry this fall with a day-long food drive, raising a record $33,863 in cash and food donations. Since partnering with the Salvation Army in 2010, Craftsman Collision has raised over $146,000.

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Happy Holidays from

CSN Collision & Glass

As 2013 draws to a close, CSN Collision & Glass wants to thank all of our industry partners for helping us become the largest Collision Repair Network in Canada!

With now over 285 handpicked CSN locations across the country, we can deliver the same excellent customer experience you have come to expect from CSN. CSN Collision Centres will deliver on the promise!

To all of you, from all of us, best wishes for the holiday season and continued success in the New Year!

news

hitting the links for Great Causes

as

sur

ed

The start of fall and slightly colder temperatures proved to be no barrier to those wiling to head to the golf course on behalf of charity. A round of golf in good company is usually enough of a draw on its own. Add in the chance to support a great charity or special cause and it’s an unbeatable combination. September saw collision repair professionals and industry partners from Assured Automotive and Fix Auto hitting the links to support thier charities of choice.

Assured Automotive raised $15,000 for the Michael “Pinball” Clemons Foundation and Fix Auto’s tournament brough in close to $10,000 for the MADD Canada Student Bursary program.

Below are a few snapshots from those tournaments.

1

2

3 fi x au to

4

5

1 Daryl Stockman and Alex Orlotti of Enterprise Rent-a-Car and David Caldwell of CAA. 2 Keith D’Silva of Assured and James Lam of Allstate.

3 Rick Switzer of Aviva, Serge Babineau of Impact Auto Auctions, Paul Nestorowich of Discount Car and Truck Rentals and Tony Canade of Assured Automotive.

14 collision Repair collisionrepairmag.com

6 4 Dom Vetere of Dom’s Auto Parts and Gus Stavropolous of Fix Auto Yorkdale.

5 Steve Leal, President of Fix Auto Canada, Dan Carway and Jim Smail of Transmaster and Steve Mauthe of Fix Auto Streetsville.

6 The Fix Auto tournament also offered the chance to send Daryll O’Keefe, General Manager of Fix Auto Ontario, into the dunk tank.

CREATING TOGETHER

Behind A Great Team Stands A Great Paint Brand

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

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

news

Women in Insurance Cancer Crusade inspires at annual breakfast event Women in Insurance Cancer Crusade (WICC) raises funds for cancer research and improving awareness of the struggles and triumphs of those afflicted by cancer.

Attendees at this year’s WICC Annual Breakfast received an intimate glimpse into the life and challenges faced by Carley Elle Allison, an 18-year-old girl afflicted with a very rare form of sarcoma cancer that had

DuPont Refinish rebrands as Cromax Axalta Coatings System has announced Cromax as the new brand name for DuPont Refinish. Cromax includes all of the product lines that are part of the DuPont Refinish franchise. Everything aboutthe individual product lines will remain the same. New Cromax product labels will begin to appear in 2014. In the meantime, all products, colour tools and other resources with the DuPont Refinish name may continue to be used by distributors and customers.

formed on her trachea. The breakfast took place Nov. 6 at the Fairmont Royal York Hotel in Toronto, Ont. Allison shared information on her challenges, how she got through them, and inspiration for those who are similarly afflicted.

Barb Reddick of PBO Insurance has served on the WICC board for the last four years, and has been involved in a volunteer capacity for longer. Her daughter is also one of Allison’s best friends, making Reddick a natural fit as an interviewer.

“I’ve known Carley for about 10 years,” says Reddick. “She’s such an inspirational young woman, you can’t help but find yourself saying ‘I’m not too tired’ to get out there and help.”

Allison has the sort of energy and drive that would inspire anyone. Her cancer is in remission, but her radiation treatment was only completed for about three weeks when she competed in a figure skating championship.

“I tried to help convey through our discussion, the drive and stamina and that helped get her through, and I think we did that,” says Reddick.

Supreme Collision Centres is the National Platinum level sponsor for WICC and has

been a long time supporter of the organization. Supreme’s President Marty Reddick was in attendance at the breakfast.

“I think it was a great format, to have her up on stage for an informal chat about her experience and everything she has gone through,” says Marty. “Carley is also a singer, and the operation damaged her vocal cords.

They showed us a video of a song she wrote and performed. It was very powerful.”

WICC raises funds for cancer research through a number of events throughout the year, including an annual golf tournament, gala dinner and various regional events. WICC is staffed entirely by volunteers, with 100 percent of funds raised going directly to research.

For more information, please visit wicc.ca.

Carley Elle Allison on stage with Barb Reddick at the WICC breakfast event.

Be part of one of Canada’s Best Managed Companies CARSTAR is the industry leader in the collision & glass business in Canada with over 190 stores in 10 provinces.

Each of our independently owned and operated stores are always looking for great people in both management and technical roles.

Our corporate team also has available positions.

We are currently seeking an Operations Specialist in Atlantic Canada.

Whether you are looking for your next big career move or to get started in the industry, put your skills and talent to work for us. Contact us at hr@carstar.ca.

hr@carstar.ca

carstar.ca 16 collision Repair collisionrepairmag.com

news

UAP opens new logistics centre in Ontario

From left: Pierce Brabant and Andrew Preston of UAP; Bryan McGillis, Mayor of South Stormont; Jim McDonell, MPP; Mark Miron, UAP VP of Logistics; Guy Lauzon, MP; Karen Houle, LC Manager and Robert Hattem, CEO of UAP.

UAP has inaugurated its new Logistics Centre, located in Long Sault, Ont. The new logistics centre will hold more than 30,000 parts in stock.

“This new facility is a key component of a process aiming at improving our distribution operations in order to better serve our customers across the country,” said Robert Hattem, President and Chief Executive Officer. “There will be more space

to manage our tool, equipment and non-application product inventory and ensure rapid service to all of our distribution centres. We will also be able to broaden the range and number of available products and increase our inventory level.”

The centre, which started operations on Sept. 9, will create nearly 40 jobs.

China’s top collision repair event set for February 2014 The China Automotive Maintenance and Repair Trade Association (CAMRA) will be holding its 31st annual collision industry trade show in February 2014 and is inviting collision professionals from the Canadian industry and Wedge Clamp Systems (WCSI).

Running from Feb. 26 to Mar. 1, 2014, the Auto Maintenance and Repair (AMR) trade show consists of nearly 1,200 exhibitors and 58,000 visitors annually, with vendors and consumers having the opportunity to gain insight into the Chinese collision repair industry.

The convention coincides with the Chinese Ministry of Transportation’s invitation to collision professionals to tour Beijing, Suzhou, Xian and Shanghai over the course of the convention’s schedule as part of a 7 to 10 day trip. The effort is an opportunity for Chinese and international leaders to discuss the collision business in China.

For more information on CAMRA, or to learn more about the 2014 AMR trade show, visit auto-maintenance.com/cn.

december 2013 collision Repair 17

features

Facts & Figures

18 collision Repair collisionrepairmag.com

Readers weigh in on apprentices, paint materials and more.

By Mike Davey

R

egardless of the nature of the journey, it’s easier to travel if you know the landscape. Last issue we brought you some of the most interesting results from our recent reader polls on parts, personal training and social media strategies in the collision repair industry. This issue we look at apprentices, succession plans, paint materials and customer care.

Apprenticeship is a common way for new people to enter into careers as technicians, but securing one depends on shop owners (and journeyperson techs) who are willing to shoulder the responsibility.

Most respondents to our survey indicated that they had one or more apprentices currently working in the facility.

Roughly 20 percent of the total did not currently have an apprentice in the shop, but have before. However, over 15 percent of shops indicated that they never take on apprentices. While it’s understandable that a shop may only want journeyperson technicians, it’s impossible to grow them without a robust apprenticeship culture at the shop level.

The overall majority of respondents to our survey on succession planning indicated that some sort of plan was in place. However, the single most common answer was “No, we do not have a succession plan” at 36.4 percent. This lack may leave these facilities in a very vulnerable position at some point.

Having a clearly defined succession plan increases the market value of the company.

For one thing, it shows prospective investors that someone at the facility has been thinking of the long term, not simply operating day by day.

One interesting highlight from this survey was that, although we included “We are currently working on a succession plan” as a possible response, not one respondent chose that option. It would appear that Canada’s collision repair facilities can be separated into two groups: those who have a succession plan already, and those who aren’t going to bother.

How many of us treat the refinish department as a profit centre? It definitely has that potential, according to some of the paint reps we’ve spoken with. However, spending too high a percentage of sales on paint materials will see any potential profits dry up and disappear. To realize any profits, paint materials should cost 5 percent of sales or less. However,

features

How many apprentices do you 2% have in your facility?

2%

8%

6%

8%

Do you have a succession plan in place for your business?

19%

18%

19%

6%

18%

37%

15%

25%

15%

25%

37%

18%

18%

28% 28%

25% 25% None. don't have anyapprentices apprentices None.

We We don't have any right now, but have in the past. right now, but have in the past.

One. One.

Four.

Four.

Two.

Five or more.

None. We never take on apprentices.

Three.

None. We never take on apprentices.

Five or more.

Two.

Three.

we not do not have a succession plan. plan.

No, No, we do have a succession Yes, we've discussed it among the relevant Yes, we've discussed it among the relevant parties and there is a plan in place for an parties and there is abut plan in place an eventual takeover, some of the for details eventual takeover, but some of the details still need to be finalized.

still need to be finalized.

How much do you spend on paint materials as a percentage of sales?

Yes, thethe business is committed to a to a Yes, business is committed succession planplan and and we know exactlyexactly succession we know what will happen when the owner retires.

what will happen when the owner retires.

Yes, we have a general plan, but we Yes, wetohave general plan, but we still have work aout some things.

still have to work out some things.

Do you contact your customers on a regular basis before delivering repaired vehicles?

12%

23%

23%

12%

27%

27%

19%

44%

19%

44%

17% 17% 25% 25%

33%33%

We make sure to call them and update

8 percent or more.

5 percent or less.

6 percent.

Don't know.

8 percent or more.

6 percent.

5 percent or less.

Don't know.

We make call themcomes and update them sure whento something up. them when something comes up.

We offer them a number of ways to hearthem from us, includingofphone We offer a number wayscalls, to email us, and including text messaging. hear from phone calls,

email and text messaging.

many facilities don’t appear to be hitting that mark, with approximately one-third of respondents indicating that they spent 6 percent or more, and a little over a quarter of the total respondents said they spend 8 percent or more.

It’s worrying to note that some of the respondents indicated that they didn’t know what the percentage was. That’s disturbing for a couple of reasons. For one thing, you

don’t know what you don’t measure. How can you tell if you’re hitting the right mark?

The simple answer is that you can’t.

We’ve heard a lot about increased customer expectations in the last few years, and communication is definitely one area where consumers demand levels of service that previous generations wouldn’t.

Respondents to the survey have, by and large, stepped up to this challenge.

We call them when the car is ready.

We call them when the car is ready.

We offer them a number of ways to hear from Weincluding offer them a number of ways to hear from us, phone calls, email and text messaging, butphone the process largelyand automated, us, including calls,isemail text requiring minimal inputprocess and effort staff. messaging, but the is from largely automated,

requiring minimal input and effort from staff.

Many facilities that responded to our survey indicated that they not only contact customers regularly, but also offer customers a number of ways to hear from the facility, including phone calls, emails and text messaging. A smaller but still significant percentage have one step beyond this, offering essentially the same level of service, but utilizing a largely automated process. CRM december 2013 collision Repair 19

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By Sam Piercey

A

s we try to find new people and bring them into our industry, we start to understand that there are very few high-tech body technicians, painters and preppers left to hire. The solution we’re faced with is to grow new ones.

It’s not just a case of staff on the production side, though. We also have difficulty in finding qualified upfront estimators, receptionists, detailers, parts people and so on.

We need to reach out to our government, our MPs and our local schools, not to mention our insurance partners and help them to have a fuller understanding of the difficulty we’re facing when it comes

This situation has gotten better, but it’s still a long way from good. You and me, our insurance companies, paint companies, other partners and our associations need to start making a lot of noise! We need to get teachers to push for a change so they can steer more good kids towards the skilled trades.

The government needs to inject lots of funds to buy new equipment and new teachers with up-to-date experience need to be put in trade schools.

We need to start making noise right away. Have you been in a trade school lately? They have little equipment and a slashed budget, so how can they teach stu-

HAve you been in a trade school Lately?

They have ... a slashed budget.

to staffing. It’s not just the collision repair industry, either. These days a lot of other industries that depend on high-tech skills are having the same problems we are.

Personally, I know that there are lots of university graduates out there that can’t seem to find work. They have student loans to pay for and degrees in fields that don’t have work for them. What’s wrong with this picture?

High schools have always pushed the idea that university is your ticket to a good job and respect. The message has also often been, “You’re a bum if your work gets your hands dirty.” I bet your high school guidance counselor didn’t come right out and say this, but they didn’t need to. Think back to your high school days. Did your school board have a trade or vocational school? If so, I bet they used it as a convenient place to dump students who were always getting into trouble. The school gets a bad rep, because that’s where the bad kids go, so the good kids stay the hell away from it and anything connected with it.

20 collision Repair collisionrepairmag.com

dents the proper repair procedures with no equipment and teachers that are behind the curve?

Some tech teachers are great and passionate about what they do, and they make sure to keep their skills updated.

With that said, how often have you seen a tech teacher at an I-CAR or OEM course?

Some of them go, but most don’t.

The situation is even worse than it sounds. Did you know a lot of the colleges are thinking of scrapping their autobody programs? They’re not getting the butts in seats that they need to stay open. If you’ve got a kid on the apprentice track in your facility, you need to make sure they get to school. They need the education and we need to keep those schools open. CRM Sam Piercey is the co-owner of Budds' Collision Services in Oakville, Ont. He is a long-time Coyote member and sits on many boards and committees. Sam can be reached at sam@buddscollision.com.

prairie view

Don’tbecrood Disaster can still find you, no matter how deep your cave.

By Tom Bissonnette

O

n a recent trip back from the U.S., I had the opportunity to watch the animated movie “The Croods “(honest, it was the only interesting thing on the TV). The story is pretty simple: Grug and his family of cavemen are struggling to survive in a harsh environment by keeping a strict routine and staying in their cave as much as possible.

They are afraid of anything new and are never “not afraid.” The problem is that their world is about to be destroyed by an earthquake, and if they don’t move on, they will all die.

The cavemen meet a clever young cave boy that helps them escape the earthquake and settle in a new land that is a virtual paradise. They call it “Tomorrow.”

After watching this movie I thought about how much some shop owners are like Grug. They are afraid of anything new and run back to hide in their caves anytime they come across something

they don’t understand, thinking it cannot affect them if they hide.

I guess I have always liked the collision industry because all you have to do to stand out is show up.

Get out of your cave, so to speak, and look for the pearls of wisdom that are routinely dropped at industry events all over North America.

The New CCIF

One such event that comes to mind is the new and exciting Canadian Collision Industry Forum (CCIF). As you have surely heard, the CCIF is morphing into a more action orientated entity under the auspices of the Automotive Industry Association (AIA) as of January 2014.

It has a new format that includes industry surveys, new people on the CCIF Steering Committee and a brand new AIA Collision Council with an emphasis on profitability, people and technology.

The AIA Collision council folks will provide AIA

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22 collision Repair collisionrepairmag.com

prairie view

with guidance and support as it develops its relationship with the various industry stakeholders. In addition this committee will help with the implementation of major projects identified at CCIF. Honestly, I have never been as optimistic about this industry as I am at this time. Over the past three years as Chairman of CCIF I have gotten to

derstanding each other’s point of view and keeping the lines of communication open. From this vantage point we can collectively work out some type of compromise that we can all live with.

New ideas? Scary stuff? Don’t run for your cave.

Instead, come to the next CCIF meeting in Mississauga, Ont., this coming Feb. 1, 2014 and help

look for the pearls of wisdom ... at industry events all over north america.

know most of the key stakeholders in the industry and I can tell you that they all want to succeed, preferably not at the expense of other stakeholders.

transform our industry into a forward-thinking, proactive entity that meets the challenges of today and prepares us all for “Tomorrow.” CRM

Big and Small

I have heard shop owners say that CCIF just caters to the “big guys” and the networks. Really? Don’t you think that what is important to the average body shop owner is just as important, if not more so, to the larger shops or networks? The key lies in un-

“A new generation in collision repair performance.”

Tom Bissonnette is the owner/operator of Parr Auto Body, a collision repair facility located in Saskatoon, Sask. He can be reached at tom@parrautobody.com.

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DECEMBER 2013 collision Repair 23

profiles of success Cap

Inside

Track

By Mike Davey

Peter Woo and Josef Stebler of Excellence Auto Body are high-performance enthusiasts

S

tereotypes are often unfair. Peter Woo can prove that to you with an example from his own life. Woo is the co-owner of Excellence Auto Body, operating two locations in the Toronto area. Together, the two facilities

are 21,000 sq. ft. and employ a staff of 22. A third location is currently in the works, planned to add another 25,000 sq. ft. december 2013  collision Repair  25

profiles of success

Woo’s parents immigrated from China and Hong Kong. In fact, his older sister was born overseas, making Woo the first member of his family to be born in Canada. His older sister is a dentist, and he has a younger brother who is a doctor.

When Woo told his parents he wanted to go into the autobody trade, the stereotype would have us believe that his parents would hit the roof. What actually happened, though, is a prime example of just how wrong stereotypes can be.

“They weren’t exactly thrilled, but they understood that this was something I wanted to do and they supported that,” says Woo. “I was lucky that my p a r e nt s w e r e e nt r e p r e n e u r s . T h e y knew enough about business that they made me draw up a business case and present it to them.”

Family is a common route into the autobody business, but for Woo, his introduction came while hanging around h i s l o c a l h o b by s h op. A d e d i c at e d model plane enthusiast, as a teenager Woo sought advice from others on the best techniques to paint his scale reproductions of aircraft.

One source of advice was a fellow model painter, Mike Nunes, who also happened to own Sonic Automobiles,

The facility is the only one in Canada authorized to perform structural and auto body damage repairs to vehicles made by the Tesla Motor Company. one of Canada’s most prestigious shops, servicing high-end, luxury and sport c ars. Nunes s aw a rare ent husi asm

26 collision Repair collisionrepairmag.com

and passion in the teenaged Woo, and started introducing him to others in the collision repair business and in the racing world, of which he was also a part. Woo’s enthusiasm for the automotive world and his proven attention to detail soon resulted in a position as a painter with Sonic Automobiles.

“Mike taught me a lot,” says Woo. “Not just about painting, but about how to provide great customer service and how to make those high-end customers feel comfortable entrusting you with their vehicle.”

Those lessons paid off a few years later when Woo met a master body technician named Josef Stebler. The two collaborated on a few private jobs, and started a small shop together in Markham, Ont., in 1986. Stebler’s repair skills, coupled with Woo’s painting and knowledge of racing, soon made their facility the repair shop of choice for many of Toronto’s high-performance car enthusiasts.

“Joe and I complemented each other really well,” says Woo. “We each had skills the others lacked.”

profiles of success

From a management perspective, Stebler manages employees, production and workflow, while Woo looks after customers and the business side.

Partnerships with a Porsche dealership and a BMW dealership soon followed, and the following years would see Excellence Auto Collision grow from a small shop run by two enthusiasts to more than 20,000 sq. ft. in two locations. Glowing testimonials from dealers and automotive journalists such as Dan Proudfoot of the Globe & Mail help to cement Excellence Auto Collision’s reputations among Toronto’s top shops.

The first location in Markham soon grew restrictive, and the business moved to one of its current locations on Racine Rd. in 1993. The second facility on Rivermede Rd. was opened in 2009.

Excellence Auto C ollision is part of BMW’s Certified Collision Repair Centre program, one of fewer than 50 collision repair facilities in the country authorized by BMW to repair its cars.

Acquiring that certification is not easy.

It requires a large investment in terms of time, effort and funding.

The facilities are the repair shop of choice for a number of local BMW, Mini and Volkswagen dealerships, as well as serving all makes and models of cars. It’s an impressive list, but there are other facilities in Canada that can boast of agreements with similar high-end dealers. However, there is one category in which Excellence Auto Body is absolutely unique. The facility is the only one in Canada authorized to perform structural and auto body damage repairs to vehicles made by the Tesla Motor Company, manufacturers of the Tesla Model S, the Tesla Model X and the Tesla Roadster, the world’s only fully electric sports car.

“Vehicles manufactured by Tesla are extremely high-tech,” says Woo. “We’re very proud that they chose us to repair their vehicles.”

It’s a pride that’s earned. Not only does the Tesla design present some challenges and safety issues because of the extremely high-voltage batteries, they’re like any other high-end sports car: constructed along the most innovative lines, using the most up-to-date materials automotive engineers can get their hands on.

Technicians from Excellence Auto Body had to attend special training sessions at Tesla’s headquarters in California before

Opposite page: Sr. Tech Chris Wood and co-owner Josef Stebler look over upcoming work at the Racine Rd. location. A body technician of vast experience, Stebler takes a handson approach to management.

Above: Jody Knox and Marcos Chavinski carry a door into the booth for painting.

Right: Chris Wood prepares to replace a bumper on a BMW. Both the Racine Rd. location and the Rivermede Rd. location are part of the BMW Certified Collision Repair Centre program.

the facility could be certified to repair the all-electric vehicles.

Eli Edwards is the Service Manager, Operations for Tesla Canada. He says collision repair facilities must first apply for the training, and are then examined

by Tesla to make sure the facilities have what it takes in terms of reputation, quality of their work, customer feedback and the proper equipment to do the job right.

“Tesla’s customers have similar expectations to those of other high-end brands such as BMW, Audi or MercedesBenz. They’re used to being treated in a particular manner, and we want facilities that can provide that to them.”

Currently, there are two other collision repair facilities in Canada that are on the track for Tesla certification, one in Montreal and one in Vancouver, and are expected to receive certification in 2014.

However, at the time of this writing Excellence Auto Body stands alone, and no matter how many other facilities may receive the certification in the future; one accomplishment will never be matched: they were the first. CRM

S N A P S H OT Excellence Auto Body Address 1: 58 Racine Rd., Toronto, Ont. T: 416-748-6229 Address 2: 216 Rivermede Rd., Concord, Ont. T: 416-626-1888 excellenceauto.ca facility Staff: 22 Size: 21,000 sq. ft.

Appointed Shop for: Town+Country BMW, BMW Toronto, Parkview BMW, Mini Downtown, Mini Markham, Town+Country Volkswagen, Tesla Canada, Agincourt VW Audi

december 2013 collision Repair 27

who’s driving?

partssupply You need consistent vendors to have a consistent shop.

By Jay Perry

L

ast issue, we started the discussion on having a smooth running shop and how to accomplish it consistently. We focused on the estimating side of the business and you may remember that I do not even like to use that word as it suggests approximation.

Approximation is the enemy of consistency and consistency is what makes a smooth running operation. To recap, if we boil down last issue’s column to its bare essentials, the first key to a smooth running, consistent collision repair facility is to make sure the writers see the damage, document the damage, agree with all concerned parties on the process of repair and secure the correct parts for the repair.

In this age of procurement programs, things have gotten a bit better because vendors must sharpen their service offering to help their customers compete. Still, there is that chance that some of your vendors are not making the leap to the next level.

That is their problem, not yours.

Sometimes painful decisions must be made to cut ties with long-standing relationships due to the vendor not upgrading their service personnel or technology to the level that provides you with the best possible outcome. Consistent, smooth operations requies the very best.

Securing from the best vendor in a timely fashion is also key. I am shocked to find what some vendors

securing from the best vendor in a timely fashion is also key.

We can now move to other aspects of the multifaceted job of ensuring smooth productivity.

We will start with where we left off last issue: parts. Correct identification of needed parts using the “3C” approach (Complete, Clear and Concise) in your parts procurement strategy is the foundation.

The Complete Picture

Obviously, we are all using VIN to help with this, but I have found that to be incomplete at times and other data may be needed by your vendor to make sure they can get you what you need to complete that repair. Be sure they have the complete picture, and you will benefit.

Speaking of pictures, I find most databases to be elementary when compared to OEM supplied diagrams, so when you have opportunity to secure those illustrations from your vendor, make sure to do so. I am surprised at the number of so-called professionals that take a “best guess” stab at parts ID through insufficient diagrams. A true professional will not give up nor will they simply hope for the best. They will dig and keep digging until they find the truth.

28 collision Repair collisionrepairmag.com

get away with when it comes to timely delivery. This can hurt your business, both in a throughput capacity as well as your reputation. It takes vigilance in creating a working relationship with vendors.

These relationships take maintenance and monitoring to ensure optimum efficiency.

Checking the parts for accuracy, damage and correctness is physical and usually involves a very keen eye so any error, damage or inappropriately acquired part is identified and remedied rapidly. The best vendors will be doing this on your behalf. If yours is not, then you need to put pressure on them to do so or find another vendor.

Distributing the parts to the appropriate technician is likewise physical, but also involves understanding timing. JIT (Just In Time) delivery of the “3C” part is the best for space utilization and to ensure you are the one who’s driving. CRM

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

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EXECUTIVE VISION

Measured

By Mike Davey

Response

Jeff Kern of Car-O-Liner on materials, repair and OEM lightweighting.

E

xecutive Vision focuses on discussions with key players in the auto claims economy, their views on the present industry and their vision for the future.

In this issue, Collision Repair magazine’s editor Mike Davey speaks with Jeff Kern, President of Car-O-Liner Company, to discuss his views on the factors affecting the current industry and pathways to sustainable business for the future. Prior to taking his role with Car-O-Liner Company, Kern was the Director, OEM Programs for Hunter Engineering Company, which designs, manufactures and sells a range of passenger car and truck service equipment. He is a graduate of Davenport University’s Management/Marketing bachelor degree program.

Collision Repair magazine: The industry faces a number of challenges. Which do you view as the most critical?

Jeff Kern: From an equipment solutions perspective, the ability to repair vehicles with OEM expertise is crucial. The OEM recommended repair procedure is fundamental in safety, quality and satisfaction. If OEM processes are not adhered to, there are too many opportunities for incorrect repairs. When you rely on the technician to repair the vehicle based on his or her opinion, consistency and quality may be compromised. Providing an easier path to repair vehicles to pre-collision condition quickly, but also safely, is the challenge.

CRM: What would you say to a shop owner who is trying to deal with that?

JK: Becoming a Certified Shop for as many OEMs as possible adds to the credibility of your business. Connections to as many OEM dealers and programs as the market dictates builds solid revenue and growth through a diversified offering of vehicle repair platforms. Certified program involvement allows the shop to market their OEM reliability to drive quality volume. Consumers generally feel more comfortable knowing the manufacturer can fix their vehicle using established repair process guidelines and will turn to a certified shop as a result.

CRM: What are the three most important steps a shop can take to help secure longevity?

JK: Educate, build and motivate your team!

You cannot shortchange education of the management team or collision repair professional. I-CAR classes are a good starting point.

Certified OEM programs provide mandatory classes to ensure the vehicle is being repaired correctly. Equipment suppliers such as CarO-Liner Company support the very crucial hands-on approach to education. Local seminars are a great way to begin the process of understanding the gaps in the certified solutions for your shop. Certified programs also provide audit guidelines to further the understanding of performance needs. Education is a proven method to build and continually motivate your team!

CRM: What do you think will be an area of growth for collision repair facilities?

JK: The relationships with local dealers, insurers and tapping into social media are great opportunities for the repair professional to grow their reputation.

CRM: What’s the best way to do that?

JK: For the local dealer to be interested in working with you, a relationship must be built. Get involved with the dealer and

30 collision Repair collisionrepairmag.com

work with suppliers knowledgeable at the OEM level. Pride in your staff is a great way to bolster your brand in the market; performance standards will provide them with your expectation and the ability to measure progress. Same holds for the insurers that you would like to do business with; work on the relationships, or for that matter the entire market you serve via social media connect points. A solid web site is a great connection and make sure it is mobile-friendly and contains relevant information that is valuable to the customer. All are helpful to growing your brand and business.

CRM: Looking to the future, which material used in cars do you expect to present collision repairers with the biggest challenges?

J K : High Strength Steel (HSS) and aluminum. HSS has been providing numerous challenges as evident by the multiple shop visits we make. We notice that many shops do not know what material they are working with and guess instead. If a drill bit burns up, they assume it must be HSS and move onto another bit. This challenge continues to frustrate with the use of welders that must be programmed correctly.

“Smart” welders are capable of identifying metal type and thickness to set parameters automatically, resulting in improved repair accuracy the first time with HSS. Aluminum provides another challenge.

You cannot pull to correct damage; it must be replaced when kinked or torn. As manufacturers focus upon lighter weight materials, correct positioning of the new components is critical. It is imperative to have universal holding devices that can be used for all vehicle makes and models and be measured to precise positioning standards.

EXECUTIVE VISION

It’s critical to seek partners that have a history of providing solutions to overcome these changes. Your provider must be prepared to address these obstacles with adaptable equipment solutions that will avoid shop downtime.

CRM: How does the collision industry in Canada stack up against the U.S.?

JK: We do a lot of business in Canada and have found the repairers to be conscientious and enthusiastic. We have the unique opportunity to visit and work with shops in Canada, the U.S. and beyond, with locations in over 70 countries. Therefore, we recognize and absolutely respect the differences around the world. From insurance differences, to variances in the culture overall, we recognize the great importance to be

“

CRM: What’s the biggest technological advance we’ll see in the next few years?

JK: It’s happening now. The use of lightweight materials as a result of CAFÉ standards for global vehicle fuel efficiencies.

Aluminum is gaining horsepower. It was once a component for the higher end vehicle markets, but advancements in technology have allowed for mass production of vehicles such as the all-aluminum Model S, Tesla. Other large production vehicles viewed as traditional steel domain will have aluminum or carbon fibre content. It is very important to stay abreast of these changing technologies and partner with companies that can meet the needs of this evolving market. Take your time to investigate which companies have the experience

Educate, build and motivate your team! You cannot shortchange the education of the management team or the collision repair professional.

and full solutions to take you to the next step. At the end of the day, we all wish to provide the most accurate repair, restoring the vehicle to pre-collision characteristics in a manner which is profitable and timely for the consumer. Not an easy proposition but certainly possible with the right training, equipment and partner to connect the various programs and guidelines. As volume increases, the once exotic, expensive materials become commonplace in the repair market. Education and the correct partner are critical to thriving in our collision industry.

Let’s help each other make the correct, safe repair for all consumers. CRM

Jeff Kern of Car-O-Liner notes that we will continue to see more HSS, aluminum and carbon fibre in mass-market cars.

- Jeff Kern respectful of local market needs and provide service support in a very easy to access format. We do not use managers from the U.S. to operate our facilities in Canada; this region is served by local Canadian distributors quite familiar with their geographic area and customer needs.

The U.S. has many more shops of a larger, high volume variety as compared to Canada. Shops in the U.S. have access to a much larger vehicle population as a rule and as a result, many businesses have several collision repair solution stalls in one shop based on their need to meet capacity. Many of the shops in the U.S. are using computerized measuring to ensure vehicle accuracy and automatic welders that eliminate the guesswork. We are seeing similar actions on behalf of the OEM for the Canadian market. The more countries I visit and work with in our global group, the more I feel that vehicle repair strategies are evolving into the absolute necessity to use computerized measuring with timely, accurate OEM approved data. december 2013 collision Repair 31

LEGENDS OF THE INDUSTRY

Personal Supply

Below: Old Cattons truck Dean worked out of this old Ken Catton Enterprises truck in the late 70s while his dad, Ken, still ran the business.

Inset: One of Cattons delivery trucks featuring the company’s current logo.

Over 40 years Dean Catton set a standard for customer service.

By Andrew Ardizzi

F

orty-three years is a long time to spend in any job. Yet when you love what you do, it never seems like work. Dean Catton had the chance to work in the automotive industry since his father, Ken, first introduced him to the business in 1971.

He worked there before buying his dad out in 1989. Much time has passed since then, but the now retired Cattons owner is grateful to have met many friends in a business he loves.

“The industry has treated me very well and a lot of my customers became good friends,” says Catton. “Still to this day I go in and visit my customers and sit with them and chat over coffee.”

Cattons is an automotive and industrial fasteners and supplies business based in Winnipeg, Man., which Catton says has always been committed to customer service.

Blurring the lines between personal and professional relationships, he went out of his way to help his customers, making himself available whenever they needed him.

Devin Catton, Dean Catton, Ken Catton, Dorian Catton and Harley Catton.

“S ome c ustomers used to call me Saturday or Sunday afternoon saying they needed something, and when I was younger I would run out to help them,” he says. “You never got paid for your time, but it sure solidified your business for that customer.”

Throughout his career, Catton practiced a lesson he learned from his father: put the customer first, get to know them, be there for them and listen to them.

“Once you know the customer, they’ll tell you where their pains are and how you can help them. If you go in there and try to guess what their needs are, it won’t work as well as them feeling comfortable enough to come to you,” says Catton.

Catton’s father stressed that if you made your customers happy, the financial side of the business will inevitably take care of itself.

“The bottom line of any business is that people are the raw material. No people, no business,” he says. “You want to walk in on someone who’s having a bad day and when you walk out you have them laughing. Do whatever you can to be the sunshine of their day.

“A n y t h i n g you can do to make their day better, people remem-ber that.”

Catton’s peoplecentric attitude is evident through his communit y

32 collision Repair collisionrepairmag.com

work. He has continually put people first, working with the Rotary Club of Winnipeg West where he served as President and now as Assistant District Governor. He’s worked on many charitable causes, embodying the Rotar y’s “ser vice above self ” credo in helping with African relief efforts, local school programs and Cancer Care Manitoba.

“I’m going to be volunteering for Cancer Care Manitoba, driving patients around the city when they need to go for chemotherapy,” he says. “With winter coming it’s time to be giving back to the community.”

With his career in his rearview, Catton feels his positive attitude helped him along his travels and that he’s simply learned to “go with the flow” and not worry about failures. He opts to focus on the positive sides of life, believing new opportunities and customers arise for each that slips away, and that you should never dwell on negativity.

“Things have a way of working out and after 40 years you realize it,” he says. “It’s going to just take its course. It all comes down to patience and common sense.”

Catton is thankful to have met so many different people and is grateful to an industry that has treated him so well in both his personal and professional life.

“The people in the industry have all been absolutely dynamite people,” says Catton, who despite his retirement sits on the ATA Manitoba board. “These people will be my dear friends for the rest of my life.” CRM

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Extreme Makeover

Tear Down, Build Up

Before

After Lorenzo Pellicciotta and Matt Gibson of Flat Line SSI in front of the new Blowtherm booth. The most recent update to Blowtherm’s Blowpower line, the booth features floor to ceiling glass windows along the sides, allowing customers and management to observe painting in progress.

The new home of CARSTAR Oakville East is designed with efficiency in mind.

The staff of CARSTAR Oakville East and CARSTAR Oakville West.

By Mike Davey

O

ne of the workers from the old Mack Trucks rear end assembly plant in Oakville, Ont., would hardly recognize the old place now. It’s been transformed into the new home of CARSTAR Oakville East.

“The building was vacant for years after the line shut down,” says Lorenzo Pellicciotta, owner of CARSTAR Oakville East and CARSTAR Oakville West. “A lot of work had to be done to get the building ready before we could move any equipment in.”

The first step was moving old equipment out, things left behind when the assembly line shut down, including jib cranes, posts and a spray booth in the rear corner of the building. In addition, all of the lighting was removed to make way for new systems.

Pellicciotta has owned his own facility since 1995. His second facility, CARSTAR Oakville East, was originally a corporately owned CARSTAR store until he purchased it from the network in 2003.

Originally located on Trafalgar Rd. in Oakville, the move to the new location was prompted in part because the lease was up. Even if that hadn’t happened, Pellicciotta says the business was due for significant reinvestment.

Installing and tuning all-new equipment is a significant investment of both time and money, but a lot of work had to be done before that stage was reached.

First, the floors had no sewers, so trenches had to be dug to ensure drainage for the pits and booth. Electrical systems needed to be rerouted and brought up to code, the roof needed patching and a main office area had to be constructed within the facility. Not to mention securing all of the necessary permits and lease agreements, all of which takes time. In the end, just preparing the building itself took over a year.

Walk through the front doors, and you’ll realize it was worth the wait. It’s clear from the first glance that the entire set-up is geared towards efficient repair.

Pellicciotta spent a lot of time consulting with staff from CARSTAR, Matt Gibson from Flat Line Spraybooth Specialists, Jeff Keddie from Essor Consulting, Jerry Syner from JES Sales and Cam Lavender from BASF, determining optimal layout and equipment.

“Lorenzo did a lot of planning to make sure the building would work, before he ever signed the lease,” says Gibson. “We looked at various layouts, trying to determine the best way to get production flowing through.”

34 collision Repair collisionrepairmag.com

The centre is the brand-new and updated Blowtherm Blowpower booth and the two Blowtherm Double Finish Workstations. All are equipped with lifts for expedited production.

“Working on the bottom is a huge pain,” says Pellicciotta. “When you can just lift it and spray it’s better and easier.”

Ergonomics does more than save your painter’s back and knees. Any efficiency translates to increased profitability.

Another area where greater efficiencies are being realized at CARSTAR Oakville East is in the prep stations, featuring the new Select Air Speed system, exclusive to Blowtherm.

“It divides the working area of the plenum into sections and provides higher air flow to the quadrant you’re working on,” says Gibson.

“It concentrates available power where it will do the most good, rather than just pumping air into the prep station. It gives you faster dust removal, reduced noise levels and shorter operating cycles, which means you save energy.”

CARSTAR Oakville East has also invested in new racks, a new Multi Bench 12 and a Touch measuring system from Spanesi and much more.

“If you want to stay competitive, you’ve got to reinvest in your business,” says Pellicciotta. “It’s really that simple.” CRM

Linking you to more customers

Contact Hollander Sales: 800-825-0644

INDUSTRY EVENTS

Not Set in Stone

[1]

The future is what we make it at NACE 2013.

[2]

[3]

[5]

By Mike Davey

C

hallenges exist, but the future is what you make it according to Mike Anderson. Anderson delivered the keynote address at the Opening General Session/Collision Industry Forum at the International Autobody Congress and Exposition TO (NACE), which took place Oct. 16 to 18 in Las Vegas, Nev. The session was sponsored by Axalta Coating Systems.

The conference N E V A D Aportion of NACE opened on Oct. 16. Although there were numerous educational opportunities available, most of the buzz was around the 3rd annual Multiple Store Operator (MSO) Symposium. The allday session was hosted by Vincent Romans of The Romans Group.

“Some of the key issues the Symposium addressed revolved around the fact that both consolidation and contraction are continuing to go on,” says Romans. “Shops of all sizes are in the position of either fighting or joining with large MSO consolidators.”

One session at the MSO Symposium focused on MSOs of various sizes, and

M E O C L W E

S A G E V S LA

36 collision Repair collisionrepairmag.com

[4] how they’ve been successful. Among numerous other topics, the Symposium also examined the perspectives of international MSOs through speakers and panel discussion, and a frank discussion by the top representatives of the five largest consolidators operating in the U.S.: ABRA, Boyd Group, Service King, Caliber Collision and CARSTAR U.S. MSOs and other consolidators have certainly been on the rise in recent years.

The model has undeniable advantages, but Romans warns that this often rapid growth can have pitfalls of its own.

“There’s a need to make sure that all acquisitions can be transformed or integrated properly to allow the organization to continue offering operational consistency,” says Romans. “This is especially true when we’re talking about multiple businesses across multiple regions. The risk is that if constructive transformation can’t be accomplished, the MSO model could be challenged.”

Highlights included a panel discussion on “MSOs: Another Perspective,” with Rick Wood, Cook’s Collision;

Chris Pohanka, Pohanka Collision, Bill Aeschliman, CARCARE Collision Centers and Ron Nagy, Nagy’s Collision Specialists discussing how they see consolidation, its implications and their insights on how they intend to remain relevant and win in the marketplace.

Other panel discussions included a discussion on International MSO models, with panelists Bob Kirstiuk, Advantage Parts Marketing, Michael Macalusco, CARSTAR Canada and Andrew Peet, Innovation Group, and “Three Years Later: What Has Changed, Where Are We, and How Does the Future Look?” facilitated by Rex Green, Managing Director, Automotive Aftermarket Investment Banking, BB&T Capital and Vincent Romans, with panelists Chris Abraham, CEO, Service King Collision Centers, David Byers, CEO, CARSTAR U.S., Brock Bulbuck, CEO, The Boyd Group, Steve Grimshaw, CEO, Caliber Collision Centers and Duane Rouse, CEO, ABRA Auto Body & Glass.

“The MSO Symposium provided a great opportunity to see what’s hap-

INDUSTRY EVENTS

[6]

“The highlights … this year were the MSO Symposium, the ready access to multiple training tracks and the ability to have meetings with multiple vendors in one location.”

[8]

– Steve Leal, President of Fix Auto Canada

[9]

[10]

pening in the industry from a U.S. perspective and to see what solutions have been developed that can be brought into the Canadian marketplace,” said Michael Macaluso of CARSTAR. “What was especially interesting was the high interest from private equity within the collision repair business.”

The Opening General Session was held from 8:00 a.m. to 9:30 a.m. on Oct. 17, immediately prior to the opening of the exposition portion of NACE. The session, “The Future is Not Set in Stone,” was led by well-known industry expert Mike Anderson, the secondgeneration shop owner and consultant, who charmed the audience with anecdotes, humour and real-world advice for their businesses.

“Among the many takeaways from this session, Anderson’s message focused on the power of unifying the industry, regardless of our individual business philosophies or roles within the industry,” said Dan Risley, ASA executive director. “His message was well-received by attendees and Mike

wowed the audience with his knowledge and charisma.”

The collision forum was included free of charge in all registration packages, and all attendees were invited and encouraged to attend.

At the conclusion of the session, Axalta Coatings Systems presented with the prestigious 2013 Joe Jackson Industry Champion Award. The award recognizes individuals in the collision repair industry who reflect admirably on the industry through outstanding leadership, charity or humanitarian works.

Highlights of the other presentations that day included “The Future Workforce,” presented by Bill Haas of Haas Performance Consultants, “Training, Knowledge and Operational KPIs,”

by Jeff Peevy of I-CAR and “Industry Headwinds,” presented by George Avery of State Farm.

Thursday’s session concluded with the official Welcome Party on the show floor. For many attendees, the action during the Welcome Party revolved around “Canada Night,” hosted

[7] [1] Darryl Simmons, publisher of Collision Repair magazine and John Brill of Steck. Many attendees stopped by the Collision Repair booth to help celebrate Canada Night.

[2] Des Chan of Wedge Clamp and Steve Leal of Fix Auto Canada.

[3] Gloria Mann of Collision Repair magazine and Walt Sabadon and John Fledderhus of Owasco.

[4] Louis McCaughan and Harry Dhanjal of BASF. [5] Rick De Dominicis of Downtown Collision & Glass, Mike Jerry and Greg Horn of Mitchell International.

[6] Andrew Shepherd of AIA Canada, Margaret Knell of I-CAR, Shellie Andrews of Dana’s Collision Center ~ CSN and Terri Neely of Nagy’s Collision Center. Knell, Andrews and Neely are all members of the Women’s Industry Network (WIN).

[7] Demos of Car-Part Pro at the Car-Part. com booth. The trade show portion of NACE featured hundreds of vendors.

[8] One of the panels from the NACE MSO Symposium: Andrew Peet of Innovation Group, Michael Macaluso of CARSTAR and Bob Kirstiuk of Advantage Parts Marketing.

[9] Jay Hayward of CSN Collision & Glass, Leanne Jefferies of AIA Canada and Flavio Battillana of CSN Collision & Glass.

[10] The new face of Axalta Coatings Systems was on display at the company’s NACE Exhibit.

by Collision Repair magazine at our booth. The event was a phenomenal success, with the vast majority of Canadians at the show stopping by for camaraderie and networking.

For Steve Leal, President of Fix Auto Canada, the drawing together of stakeOT holders from numerous firms is what E L C O M helps make NACE event.

W aE must-attend TO “For me, the highlights of NACE this year were the MSO Symposium, the AD AV E N ready access to multiple V A D A tracks N Etraining and the ability to have meetings with multiple vendors in one location. Those are the three keys,” said Leal.

At the close of this year’s NACE, it was announced that the show would come under new management.

Stone Fort Group will provide conference management, sales and marketing for NACE 2014. Next year’s event will take place July 29 to August 2 at the Cobo Center in Detroit, Mich., and will be co-located with I-CAR, the Collision Industry Conference (CIC) and the Collision Repair Education Foundation (CREF). CRM

E M O C L E W

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december 2013 collision Repair 37

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AUTOMOTIVE

FINISHES

report on training

By Andrew Ardizzi

Evolutionary Training presented by

Trainingmatters.ca

POWERED BY

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

Skills development essential as new technologies emerge.

Y

Students from the University of Fraser Valley painting a vehicle. Post-secondary education is a core component of training, but so is upgrading skills.

ou had better start training, or you’ll sink like a stone. For the times they are ‘a changing.

Although Bob Dylan didn’t phrase his song quite that way, its message holds true as much now as it did when he first wrote it in the 1960s. Evolution is the foundation of progression, and that in a nutshell means understanding which way your industry is leaning and becoming familiar with it before you go the way of the dinosaur.

There’s no doubt that training programs are a vital component of staying competitive in the collision repair industry. In the coming issues of Collision Repair magazine we’re going to be putting the spotlight on training, highlighting companies, instructors, programs, courses and education opportunities for youth in the magazine’s new “Report on Training” feature. With each passing issue we hope to profile and further colour why training is important, why it needs to be as accessible as possible and why these programs need to be promoted and continually evolved.

In an industry like collision repair, emerging technologies force technicians to continually update their skill sets through various training programs so that as vehicles become more advanced—and correspondingly the methods needed to fix them—technicians will be as equipped as they need to be to ensure they can repair every car that comes into the shop up to OEM specifications.

“The changes that have come over the last 10 years are as many as the previous 50 years, and the pace of change is going to hasten,” says Andrew Shepherd, didecember 2013 collision Repair 39

report on training

“The changes that have come over the last 10 years are as many as the previous 50 years, and the pace of change is going to hasten.”

-Andrew Shepherd

Training courses have become essential to the collision repair business as new technologies emerge.

rector of I-CAR’s collision training. “The vehicles in 10 years are simply not going to be recognizable.”

David Haldenby, Director of Training Operations with Mitchell, agrees that the business has changed quite a bit over the years, but that it’s also come a long way from the time when some techs were uneasy with using computers altogether.

“Someone’s always trying to train you on something new, whether it’s a new feature, a new aspect or particularly new programs that insurance companies need their collision shops to understand,” Haldenby says.

Training has become so very crucial to the running of successful collision repair shops, yet the accessibility or even the awareness is far behind the demand and need for greater access to the training programs that are available.

“I think that’s part of the issue, that there’s a lack of understanding or confusion as to what is available and I think one of the other isJay sues we’re facing Hayward. is accessibility to

that training,” says Jay Hayward, VP of Operations at CSN Collision & Glass.

Shepherd says many people in the industry grew up in their fathers’ shops and learned it as an art, but the collision repair business has become far more technical as an occupation and as such requires greater focus on the training programs that are offered and altogether crucial to the survival of the business. He believes having access to, and being aware of programs both large and small in scope will highlight what is expected from technicians as the collision industry evolves.

“I think it’s critical that training ranges from the very specific, such as repair procedures for OEMs, through to general repair techniques, literacy and numeracy,” he says.

“All of these techniques are paramount to the survival of collision repair shops.”

Shepherd adds that shops need to invest in training, and further that any initiative that contributes to the promoting training will be a bonus and will keep industry stakeholders well informed.

Complementing Collision Repair magazine’s refreshed focus on training with the “Report on Training,” TrainingMatters.ca aims to place the focus on the opportunities available to technicians, functioning as a single database.

40 collision Repair collisionrepairmag.com

“The concept is great, because if you’re not training and keeping up with the industry you become irrelevant,” says Stuart Klein, Franchisee Developer with Fix Auto.

“If you don’t know where to find the training that is available, what else can you do?”

Klein says the benefit to the “Report on Training” and TrainingMatters.ca is that it will create a framework for industry personnel to learn about what is available to them so they may enhance their skills-base while not having to expend much energy where they might otherwise have to scour the internet a single training program or course.

Haldenby agrees, noting that having a fixture where anyone can go online and see what’s new or is being featured will serve to benefit the entire collision repair community.

“I think with a central repository for training, where people can go and find out what type of training is available for a broad number of fields, it just makes sense to have a single source to see what’s out there,” Haldenby says.

Hayward says having a central hub and a continued focus on training programs will allow people to be aware of what types of training they can pursue and is a step forward for the industry.

“It’s very scattered having to go to 16 different websites for four different courses,” he says. “It’s a challenge, but having one central location online has real value.”

Media Matters president Darryl Simmons says the “Report on Training” and TrainingMatters. ca projects will serve to improve awareness of the training opportunities available to Stuart the collision repair Klein. business and will keep stakeholders informed on the latest industry trends.

“TrainingMatters.ca and our new training initiative in Collision Repair magazine will help direct the flow of everyone in the business towards a single place where they can discover the latest developments in our industry,” Simmons says. “Whether it’s a company profile, a specific program or course, youth opportunities or someone who excels as a training instructor, we want to highlight and promote the aspects of the business that will be necessary to carry it well into the future.”

For more information please visit TrainingMatters.ca. CRM

Viva Las Vegas!

INDUSTRY EVENTS

By CRM Staff

SEMA features new products and the coolest custom builds.

Mats Applequist and Jeff Kern of Car-OLiner.

Mitch Roberts, Louis Tremblay and Tei Seizinger of AkzoNobel at AIA’s Canada Night event.

David Eckert and Cody Becker of Eckert’s Rod & Custom (left and right), Gloria Mann of Collision Repair magazine, Gina Mahan of Valspar.

Roger Turmel of Autoquip.

Darryl Simmons, publisher of Collision Repair magazine, John Brill of Steck and Steve Leal and Daniel Hogg of Fix Auto Canada.

A

fter a week’s worth of events, demonstrations, seminars and product displays, the 2013 edition of SEMA wrapped with convention-goers already looking ahead to the 2014 show.

SEMA 2013 ran from Nov. 5 to 8 at the Las Vegas Convention Center. Industry pros both old and new had the opportunity to witness offerings from the latest industry manufacturers, getting firsthand glimpses of the vast array of cars, products and accessories from the broad spectrum of vendors attending.

During the show the winners of the New Products Showcase Awards were announced, with 3M taking top honours in the Collision Repair & Refinish Product category with its 3M Body Protection System.

“We developed the 3M Body Protection System by leveraging our proprietary

Niall Davidson of Bosch Canada and John MacDonald, past chair of AIA Canada.

3M Accuspray technology with unique product delivery platforms, and it will revolutionize how textured finishes are applied in the future,” says Steve Widen, U.S. Marketing Supervisor, 3M Automotive Aftermarket Division.

The runners up in the Collision Repair category were Creative Auto Body Spray’s ABS spray out cards and ShelWes Tools and Auto Body’s Automatic Contour Sander.

Not limited to products, seminars led by industry experts were scheduled to help businesses grow their operations, highlighting the trends that affect their bottom line. More than 50 free education courses were offered, in addition to several pay-to-attend panels organized by the SEMA Educational Institute.

SEMA organizers displayed the SEMA Data Co-op (SDC). The SDC is a col-

laborative database effort that aims to bring suppliers and receivers together to sell more parts. The database contains up-to-date weights, measurements, descriptions and pricing of all products, and can be accessed online.

SEMA’s Garage-Industry Innovations Center was also on display and drew a large crowd, featuring thousands of the most advanced tools and accessories.

The 15,000 sq. ft. garage was filled with over $2 million worth of equipment, including vehicle lifts, parts and tools, 3D scanning technology and an aftermarket parts certification lab.

SEMA 2014 will run at the Las Vegas Convention Center from Nov. 4 to Nov. 7.

In addition to the regular schedule, the Automotive Industries Association of Canada (AIA) put on a special Canada Night event during SEMA. CRM december 2013 collision Repair 41

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profitability

Repair Planning 101

Chris Roy of CARSTAR Oakville measures the internal structure of a vehicle.

Having a thorough, easily understood repair plan will save you time in the shop.

By Andrew Ardizzi

I

n order to fully understand something, we need to know its particulars. When it comes to designing repair plans, everyone from the shop owner to the production manager to the technicians must be familiar with their shop’s repair plan procedures.

AEII president Tony Passwater is firm in what he believes repair planning is not, and he works to communicate what the detriments to shop efficiencies are so that he can contextualize good repair planning virtues. He believes one way to eliminate wasteful processes is to thoroughly analyze vehicles during pre-production.

“One of the things about process is that you need to establish it in a consistent manner. Because as you make it consistent and you do it every single

time, people get better and it becomes a habit,” Passwater says.

Steve Lisle, Operations Manager at Fix Auto Nepean, agrees that maintaining a consistent repair plan is an essential component in implementing one. From his perspective there’s no sense in designing a repair plan and trying to enact it if no one is going to follow it.

“O u r i n du s t r y n otor i ou s ly m a ke changes but we don’t stick with them and then we revert back,” says Lisle.

From start to finish the production team must stick to a repair plan and be dedicated to that procedure. Passwater feels this is an essential practice that eliminates waste, as technicians shouldn’t be working in an environment where they can pick and choose how they approach a repair

order on a given vehicle. Every vehicle must be thoroughly examined before moving forward to eliminate any unforeseen surprises during the repair.

What creating and following a repair plan does is it creates a predictable flow of shop operations, working mechanically like clockwork towards completing each objective to eliminate repair order delays.

“If it’s a flat rate environment the efficiencies will go up simply because you just keep your head down and keep working without stopping. The shop becomes more profitable in the end and there are less ‘fires’ to put out,” says Kelowna Performance ~ CSN Owner and General Manager Peter Facinek. “That’s a beautiful thing in our business.” december 2013 collision Repair 43

profitability

Passwater says the first step in developing a repair plan is to adopt the principles of both lean and Kaizen, a Japanese principle predicated on implementing “good change.”

Passwater says this is essential to creating effective repair plans. What’s equally important from his perspective is to understand that your shop’s current methods may not be working, and that you have to be willing to change your practices.

“Everything we’re going to do is a systematic approach to eliminating waste,” Passwater says. “But ‘Lean and Kaizen’ is not in a box. There’s no magic button and this won’t be easy.”

Ke n Fr i e s e n , ow ne r of C onc ou rs Collision ~ CSN, was one of the first in Canada to utilize repair planning methods. He has long been a proponent of it, but feels there is still a measure of adversity to overcome.

“After all these years it’s still making its way through the system and I think we need greater understanding of how it all works to our collective benefit,” he says.

Although, as Friesen notes, repair planning has become fairly common in collision repair facilities and there are many who understand the theory behind it, that thought process has yet to be fully adopted by everyone typically involved with a repair order. With that said, what specifically is proper repair planning?

“What it is, is accurately identifying all damages,” says Passwater. “The whole point of it is if you’re successful, once a vehicle starts in production it doesn’t have to stop.

The most important element of lean and Kaizen is keeping the vehicle busy.”

Lisle feels communication is another crucial element to executing a repair plan, noting that from his perspective the lack of proper communication could result in the failure of a repair plan.

“If you’re going to implement a repair planning process, the entire purpose be-

Keeping parts organized during a repair order is key when trying to drive efficiencies.

hind it is to have the techs and the office staff communicating with each other so that everyone involved with repairing a vehicle knows what’s going on, that all damage has been captured and that we’re going to be able to reduce the cycle by doing the repair the right way the first time,” Lisle says.

Bill Buckley, Operations Manager at Assured Automotive, agrees that keeping the flow of conversation and information freely moving is greatly important to the execution of repair plans as it keeps everyone on the same page.

“One of the most important things we do in repair planning is communicate, with all of the people involved so that everyone is part of the process and knows what’s going on,” Buckley says.

Yet, when it comes to designing, integrating and executing repair plans in your shop, the stark reality is that just when you think you’ve improved your process and have implemented a repair plan, you realize you’ve only just stepped on the road to a lean and efficient repair process.

“The most important thing is to make

Effective repair planning will allow for multiple repair orders to be painted at the same time.

44 collision Repair collisionrepairmag.com

One way to keep small screws, nuts or bolts organized is to place them in baggies and mark them according to which car part they belong.

sure everything is covered and not rushed.

I think when we first started out we were calling what we did ‘repair planning’ thinking that we were doing was thorough,” says Lacinek. “We found that more often than not we missed things, and now we take our time and we get everything and I think when designing a plan that should be your objective.”

Having a clear idea of how a car is going to be repaired is crucial, whether that means knowing how you’re going to section it, highlighting the components that need to be replaced or the parts you’ll need, or the process you intend to follow. Knowing what equipment you’ll need and ensuring it’s on hand, combined with the other components of a repair plan, contributes to the creation of an efficient repair SOP. “You would never build a house without a blueprint, so you need to create your repair plan like you would a house,” says Friesen. “How fast and easy cars can flow through shops is paramount and should be your primary consideration.”

When designing a repair plan, your shop will need a defined work area. This should be your first consideration as it will streamline the process. Passwater is very adamant that shops should never use preexisting setup areas or bays simply because

profitability

they’re there, especially when they don’t fit your specific repair planning needs.

“It’s going to be much better for you if you have a defined area,” Passwater says.

Lisle says when you’re performing a meticulous disassembly, having a dedicated area helps shops meet their overall goal of becoming efficient. Lisle says having a parts cart allows for technicians to take a car apart and keep the parts organized by putting them in dedicated buckets for the front left/right and back left/right ends.

A dedicated work area should also include a technology workstation featuring the most up-to-date technology. In order for shops to be as thorough as possible, techs need the fastest computer hardware, the right software, hi-speed Internet, multiple monitors, a thorough management system and access to estimating system software. Above all, you’ll need to have ready access to all OEM data, a standardized modern necessity.

“Before you can touch a car today, you better look it up. If you’re not looking up the car to begin with, you’re already making mistakes,” he says. “Having access to repair procedures is a critical element.”

Facinek says it’s crucial to have educated technicians performing the job so those who are disassembling the vehicle, writing the estimates and using any available technologies know what they’re doing and will be thorough because it’s their specialty.

With everything in place, the first step in any repair is the check-in where the vehicle is inspected and its current condition is logged and noted by both the shop and customer. Passwater says this is important so customers can’t come back and accuse the shop of causing further damage to a vehicle. After a vehicle is thoroughly examined, the second step is to prepare the car: wash it, protect and secure it, document everything and re-check all of the systems. It’s here where you’ll also determine what needs to be replaced and where you need to store it. Careful inspections allow for 100 percent identification of any structural damage, and also what materials you’ll need and what you need to order.

Passwater says 45 to 50 percent of the repair takes place during the pre-repair stage, making it the most important part of the leaning process, leading to waste reduction while increasing shop flow. Going step by step allows for accurate repairs that eliminates the possibility of unforeseen discoveries during the process. The trick,

however, is to understand that there is no uniform method to creating a repair plan, and that much of its design will depend on the realities of your shop.

Regardless, Buckley says there’s one rudimentary starting point to build from.

“The goal should be a repair plan that’s simple, easy to follow and one that’s clearly defined,” Buckley says.

But even when you think you have it figured out, as Facinek discovered, designing

your repair plan is an ongoing, evolutionary exercise.

“You also need to go back and review your process,” Buckley says. “We need to learn from our failures and measure them and figure out why the process took an extra two days so it doesn’t happen the next time.”

Passwater agrees.

“The key with ‘Lean’ is that it is a journey, it doesn’t have a destination. It just continues to go,” he says. CRM

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industry events

Branded with

Confidence

Annual CSN conference links identity, customer satisfaction and teamwork.

By Mike Davey

An outing to nearby Banff brought many members of the CSN family together.

E

verything you say or do moves the customer experience in one direction or the other, according to a presentation by Carl Van, President and CEO of International Insurance Institute. Van was one of the keynote speakers at the 11th Annual CSN Conference, which took place from September 19 to 22 at the Westin Hotel in Calgary, Alta. The theme of this year’s conference was “Branded With Confidence.”

“The Branded With Confidence concept emphasizes the importance of the CSN brand and the unity of the group,” says Larry French of CSN Collision & Glass. “CSN Collision & Glass is growing in members, in strength and in brand recognition, with now over 285 CSN facilities across the country. ” The conference kicked off with a welcome reception, followed by dinner and the presentation of the CSN 2013 Master Awards.

The awards recognize CSN members who have demonstrated exceptional qualities in one of four categories; Sales Growth, CSI, CSN Experience and Shop of the Year.

The CSN Sales Growth Award recognizes members with the highest percentage of sales growth. This year’s winners were D’s Collision ~ CSN (8,000 sq. ft. and less), Reflections Auto Body ~ CSN (8,001 sq. ft to 12,000 sq. ft.) and Turpin Collision ~ CSN (12,001 sq. ft. and over). Frank’s Auto Body ~ CSN (8,000 sq. ft. and less), CARS Auto Collision ~ CSN (8,001 sq. ft to 12,000 sq. ft.) and Automacs Collision ~ CSN took home CSI Awards for attaining the highest CSI scores in the past year.

Hutten Collision ~ CSN (8,000 sq. ft. and less), Dana’s Collision ~ CSN and Outlaw Collision ~ CSN (tied in the 8,001 sq. ft to 12,000 sq. ft. category) and Walkerton Collision ~ CSN were tops in delivering the CSN Experience through

46 collision Repair collisionrepairmag.com

the use of co-branded materials and maintaining a first rate location.

Hutten Collision ~ CSN took home the Shop of the Year Award. The Shop of the Year Award is presented to the facility with the highest overall ranking across all of the Master Awards categories.

“It was a real thrill for us,” says John Hutten, owner of Hutten Collision ~ CSN. “It was very important to our employees, who have been working very hard in a number of areas to get us to that level.”

The first evening also featured guest speaker Lanny McDarryl Simmons, of Collision Donald, who Repair magazine, Bahram played pro Mirzaagha of AutoChoice and Norm Angrove of PPG Canada. hockey for 16

industry events

1 The CSN Shop of the Year Award went

to Hutten Collision ~ CSN. From left: Jay Hayward of CSN Collision & Glass; John and Joanne Hutten from Hutten Collision ~ CSN; Flavio Batillana and Larry French of CSN Collision & Glass.

2 Randy Weber (centre) accepts a CSN

Experience Award on behalf of Walkerton Collision ~ CSN from Dan Galler of Northrbidge Insurance and Lianne Le Rue of CSN Collision & Glass. Also receiving awards for delivering the CSN Experience were Hutten Collision ~ CSN (8,000 sq. ft. and less) and Dana’s Collision ~ CSN and Outlaw Collision ~ CSN (tied in the 8,001 sq. ft to 12,000 sq. ft. category).

3 From left: Dennis Carkner, D’s Collision ~ CSN; Jack Kaakahdjian, Gore Mutual Insurance and Derek Bennie, CSN Collision & Glass. D’s Collision ~ CSN was the winner of the Sales Growth Award in the under 8,000 sq. ft. category. Reflections Auto Body ~ CSN (8,001 sq. ft to 12,000 sq. ft.) and Turpin Collision ~ CSN (12,001 sq. ft. and over) also took home Sales Growth Awards.

2

1

5 4

4 Afzal Kudoos, AMA Insurance; Steve

Ingoglia, Automacs Collision ~ CSN and Mark Roesch, CSN Collision & Glass.

Automacs Collision ~ CSN received a CSI award at the conference, as did CARS Collision ~ CSN and Frank’s Autobody ~ CSN.

3

5 Kevin Carlaw, owner of Carlaw Collision ~ CSN and his daughter Natasha.

6 Flavio Batillana of CSN Collision &

Glass, NHL legend Lanny McDonald, Nick DiLuca of CARS Collision ~ CSN and Rob Pavan of Golden Triangle Collision ~ CSN.

7 Joe Frangione of the Ottawa-based

Bemac Collision Group ~ CSN and his wife Enza.

years with the Toronto Maple Leafs, Colorado Rockies and the Calgary Flames.

He spoke on the leadership lessons he’s learned both on and off the ice.

“Lanny was awesome,” says Kelvin Campbell of Chapman Auto Body ~ CSN in Halifax, Nova Scotia. “He focused on teamwork, in a very similar way to what a coach would say about a hockey team. He also took the time to talk to every single person.”

The conference opened the next day with an address by Flavio Battilana, Chief Operating Officer of CSN Collision & Glass, followed by the day’s keynote speakers, Tony Chapman and Carl Van. Chapman is the CEO of advertising agency Capital C. His presentation, “Recipe for Success: Your Brand is Your Culture” helped to reinforce the theme of the conference, and filled attendees in on how to apply some of the lessons of branding to their own facilities.

6

Van’s presentation, “Raising the Bar: Customer Service, Branding and the Five Standards of Superior Customer Service Companies,” helped to illustrate how every customer interaction has an impact, either positive or negative.

“He’s got such a common sense approach to some of the things we tell our customers on a daily basis,” says John Jaszek of Eastgate Collision ~ CSN in Hamilton, Ont. “In every example he gave us, you could see how you can move the needle one way or the other, either positive or negative. Your words can make the customer happy with you, or you can make the customer very unhappy with you.”

“There was a great flow to the whole conference,” says Denis Sauve of Orleans Collision ~ CSN, who was attending the conference for the time this year. “We had great quality speakers, and the subjects just flowed together really well. I thought the CSN team went above and beyond.”

7

Paul Coke of Aeroplan, Richard Marsh of Brimmell Collision Centre ~ CSN and Ryan Johnson from Chatham Kent Collision ~ CSN.

The conference portion of the day wrapped up with an insurance panel, highlighting various topics within the auto claims economy. The evening’s dinner and reception took place at Heritage Park Historical Village: Gasoline Alley Museum.

The final day of the conference focused on a number of members-only events. For more information on CSN Collision & Glass, please visit csninc.ca. CRM december 2013 collision Repair 47

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features Lakeshore Auto Body & Glass ~ CSN’s well kept exterior leads to more sales, according to See.

Curb Appeal

By Mike Davey

Y

our techs are well trained, your equipment is top notch, your waiting room and offices are welcoming and the production area is spotless and thoroughly professional. But what about the outside?

A warm, enticing exterior invites potential customers to enter. A cold or poorly maintained one drives them away.

Progressive collision repairers take pride in providing the very best in customer service, but the customer service experience is not just about how well you greet customers or keep them up to date on repair

status. Customer service starts from the very first moment that a potential customer notices your store.

George See is the Owner/Operator of Lakeshore Auto Body & Glass ~ CSN in Port Hope, Ont. He is a big believer in making sure the exterior of his facility projects the right image.

“Many p eople George believe that the See of Lakeshore outside is a true Auto Body reflection of the ~ CSN.

A great looking exterior can help make the sale long before the collision.

inside of the company,” he says. “It leads to easier sales and it will improve your ‘batting average.’”

Lakeshore Auto Body & Glass ~ CSN certainly presents an attractive frontage. Well landscaped grounds, a pristine building and colourful flags help to draw the eye of passing motorists. Every single one of those people is a potential customer.

“It’s so simple to get started, but so few of us do it. It really does lead to more sales and higher profitability,” says See. “It impacts everything, really. Exterior improvements show employees your commitment to the company, which helps to december 2013 collision Repair 49

features

Fix Auto Yorkdale’s polished appearance helps fit in with the neighbourhood’s more upscale vibe Left: Fix Auto London North West’s charming green exterior.

generate employee loyalty and drives a change to a more positive attitude.”

No one rejects a better looking work place. See also says that insurance partners appreciate when shops are dedicated to providing a total customer claims experience.

The large networks and multi-store operators all have dedicated branding efforts, and some of that translates into how the exterior of the shop presents itself.

Jack Martino is the co-owner of Martino Bros. Auto Collision ~ CSN, with two shops in the Toronto area. Their airport location features landscaped grounds and an impressive and welcoming frontage. What really catches the eye, though, is the large wrap that Jack Martino of adorns the front Martino Bros. of the building.

Auto Body ~ CSN. “ We w a n t e d s om e t h i n g t h at would be eye-catching and helped to focus attention on our social media campaign.

People do comment on it,” says Martino, noting that the other location has similar elements on its frontage and windows. “It’s part of attracting the customer. They’re only getting in a hit every seven years or so. When that does happen, we want them to think of us. It’s kind of like adding a mechanical bay, which we also have. It keeps us in people’s minds, so when they want collision repair, they head our way.”

Jamie Rodrigues is the Brand Manager for Fix Auto.

Part of her res p on s i bi l it i e s include making Jamie sure all the faRodrigues of cilities in the Fix Fix Auto.

Auto network stay on brand.

“The exterior is just as important as the interior” she says. “A positive customer experience starts with giving them a sense of comfort. Visible signage and a welcoming exterior with landscaping and designated parking gives our customers that ‘peace of mind’ before they even step out of their vehicle.”

Gus Stavropolous is owner of Fix Auto Yorkdale in Toronto. The Yorkdale n e i g h b o u r h o o d i s s u r ro u n d e d by higher end retail outlets and the famous Yorkdale Mall. Looking good becomes even more important when you’re located in an area with an upscale vibe.

“We’re constantly taking people in the

50 collision Repair collisionrepairmag.com

Recently rebranded CARSTAR locations feature an eye-catching combination of red and black.

back to show them they’re in a shop,” says Stavropolous. “It makes a big difference.”

When asked Gus Stavropolous how much flexowner of ibility Fix Auto Fix Auto Yorkdale. gives its member shops, Stavropolous points out they give what he sees as exactly the right amount.

“None at all,” he says. “And that’s the way it should be. They’ve got experts in branding, picking colours and choosing designs. They know what they’re doing, but a shop might or might not. There’s also the issue of consistency.”

Pat Schaffner is the owner of Fix Auto London Northwest. His shop is also one of Fix Auto’s recently rebranded shops. There’s no flexibility when it comes to the store itself, but how he deals with the grounds are up to him. Real estate in the London area is not quite at the premium it is in Toronto, and his facility sits on a large, grassy lot.

“I like curb appeal, no matter what business,” he says. “A lot of the customers really like it. A simple thing like plants and a neatly trimmed lawn goes far. I’ve had plenty of customers tell me they felt comfortable bringing their car here because we take such good care of the grounds.”

CARSTAR has also started rebranding shops recently, using a dramatic combination of red and black.

Jim Shir t lif f is t he owner of CARSTAR Markham. He says the corporate team makes sure each new paint job suits the building, and he’s a ls o s e en an increase Jim Shirtliff, in customer CARSTAR Markham. compliments.

features

“We get comments at least weekly on the exterior of the building. To me, it’s the norm in the retail world to have that sort of appearance now. I don’t care where you find yourself, you expect good appearance,” says Shirtliff. “Lighting, gardens, window boxes, it all helps draw customers. Even down to the line markings on the driveway and signs showing customers where to park.”

Steve Sytchouk says the change is nothing short of electric. Sytchouk is the owner of CARSTAR St. Catharines, another of the recently rebranded stores.

“Everybody thinks it’s exciting, customers and staff,” he says. “ I t ’s d e f i David nitely an Raposo, of Assured eye-catching Automotive Oakville. look.”

David Raposo says an attractive and There are dozens of ways to improve welcoming frontage helps to dispel some the exterior of the shop. But how to get of the preconceived ideas that some people started? According to Geroge See, it’s still have about the collision repair busi- something you already have within you. ness. Raposo is the Store Manager of “You already have a passion for excelAssured Automotive Oakville. lence inside the shop,” he says. “Take it “We actually just redid the entire front outside. It’s really that simple.” CRM this summer with new trees and landscaping. It helps to show people that we’re not just physically located here, we’re actually part of the community,” says Raposo. “When new customers come The exterior of here, they already Assured Automotive’s feel a sense of trust.

Oakville location was recently refurbished.

I think the feeling is Striving for curb appeal that if you take pride means investing in in the front, then you regular upgrades and maintenance. definitely take pride in the shop.”

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Ontario Tow Show opens doors to the public

By Mike Davey

The 15th Annual Tow Show took place at the Careport Centre in Hamilton, Ont. from Sept. 14 to 16 and it looks like it may have been the biggest to date. The Tow Show was organized and presented by the Provincial Towing Association of Ontario (PTAO).

The PTAO asked attendees for a donation to McMaster’s Children’s Fund in lieu of charging admission, so exact numbers are hard to determine. Estimates place the total attendance at over 1,500 people.

Radio adver tising promoting the Tow Show aired on local radio stations in the run-up to this year’s event. Although trade shows are primarily for industry, the PTAO decided to invite the public in this year. It was a rare opportunity for the professional towing and recovery industry to show members of the public their latest equipment and vehicles, and to demonstrate their dedication to safety, customer service and training.

One of the biggest draws for the Tow Show is the tow truck beauty pageant, and this year’s entries did not disappoint.

Towers from across Ontario brought some of their biggest and most well-equipped vehicles to compete. Some of the vehicles were modified for extra flair, but all were polished and shined to a glow. Rank upon rank of of ten massive and always

Gian (John) Comes and Dale Hartung of Canadian Towing Equipment. The PTAO Tow Show includes dozens of vendors and exhibitors, selling everything from flares and lights to full-size heavy carriers.

Above: Danni Ausecha and Patrick Nahoum of Nation Safe Drivers.

Right: Elsie Chapman of AW Direct.

magnificent tow trucks is an undeniably impressive sight.

A variety of skill competitions also took place, including driver competitions and the “markle maze.” The markle maze consists of six heavy tow trucks hooked together. The competition involves determining which of the trucks will move first when a cable is pulled.

The PTAO Tow Show was more of a family affair than ever this year, with a number of kid-friendy attractions, such as a bouncy castle and the kids’ roll-over competition, using a specially rigged tractor trailer. Education is always a big par t of the Tow Show, as professional towers seek not only to show off their skills, but upgrade

them as well. The trade show floor itself offered education of a different kind, with over 50 vendor s on hand to inform towing professionals of the latest equipment and gear.

For more information on the PTAO, please visit ptao.org.

Below left: A blast from the past, courtesy of (left to right) Canadian Towing Equipment, Abrams Towing and the PTAO. Below: The tow truck “Beauty Pageant“ is a mustsee for anyone attending the Tow Show.

For advertising inquiries, please contact Gloria Mann at 647-998-5677 or advertising@collisionrepairmag.com.

december 2013 collision Repair 53

Contents Recycling News.....................55- 59 The ARANY Conference, the launch of Grants in Gear and much more.

Recycler’s View......................60-61

by David Gold

International trading at ARANY meeting

By Mike Davey

ARC, Summerhill launch ‘Grants in Gear’ funding program

By Andrew Ardizzi

Steve Fletcher of ARC, left, opened the ARANY General Session with a panel discussion including David Gold of Standard Auto Wreckers, Chris Miller of Miller’s Auto Recycling and Ed MacDonald of Maritime Auto Parts.

Even in an age of heightened security, there are advantages to doing business that crosses the Canada/U.S. border. This was illustrated recently at the Automotive Recyclers Association of New York (ARANY) Convention and Trade Show, which took place at Niagara Falls Conference & Event Center in Niagara Falls, NY, from Oct. 17 to 19, 2013.

Automotive recyclers from across New York state, the Northeast part of the U.S. and Canada came together for professional business development, to learn about the latest trends, practices, equipment and technology.

To help promote the cross-border appeal, Canadian auto recyclers could attend the event at the same rates as ARANY members.

The international theme was further heightened by a Canadian keynote speaker: Donald Cooper, the former head of Cooper Canada.

He presented on the topic “Celebrating Success … Committed to Excellence!”

Steve Fletcher, Managing Director of the Automotive Recyclers of Canada and Executive Director of the Ontario Automotive Recyclers Association opened the General Session on Oct. 17 with “Cross Border Opportunities with Canada & New York.” Taking

the form of a panel discussion, the goal was for attendees to learn how to improve their business across the international border. The panelists for the discussion were David Gold of Standard Auto Wreckers, Chris Miller of Miller’s Auto Recycling and Ed MacDonald of Maritime Auto Parts.

The objective of the panel was to discuss international parts trading, specifically focusing on existing barriers and possible solutions.

“One of the issues that recyclers run into is that they don’t know what the brokerage fees and duties will be until they get the bill,” says Gold. “I gave some firsthand explanations of our business model and how we work very closely with businesses on both sides of the border to promote the sale of used auto parts internationally.”

Standard Auto Wreckers has a facility located in Niagara Falls, NY. Gold says the conversation started with some stating “You must be brining cars into Canada,” but he notes that this isn’t the case.

“It’s quite the opposite,” says Gold. “We buy salvage in the U.S. and we do all the disassembly indoors at our New York plant.

The Automotive Recyclers of Canada (ARC) and Summerhill Impact have announced a new national charitable funding program that will award $100,000 to non-profit organizations and entrepreneurial groups so they may develop environmentally conscious initiatives.

“The aim of ‘Grants in Gear’ is to extend the environmental benefits achieved through the dedication of ARC and its members’ environmental best practices,” says Steve Fletcher, managing director of ARC. “Just as gears in a vehicle work together to achieve a greater goal, this program will connect ARC funding with Canadian NGOs and entreprenuerial groups that share our vision for the environment.”

The funds for the program have been generated through the numerous vehicle retirement programs that ARC and its members have employed over the years, with a portion of the revenues from each vehicle in ARC’s vehicle retirement program going into the charitable fund.

Four grants will be available to organizations whose environmetally conscious ideas will make a positive impact in the areas of waste diversion, energy savings, emission reductions, pollution prevention and automotive recycling excellence.

The four submissions will receive up to Continued on page 57.

Continued on page 56.

december 2013 collision Repair 55

ARANY Conference... continued from page 55.

We do a full trailer load of parts every night from New York to Toronto, with a half to three quarter full trailer heading in the other direction.”

Marc Parisi is with Buffalo Engine Components, a U.S. based company that buys and supplies used automotive parts/cores for the remanufacturing industry that does a high percentage of business with Canadian automotive recyclers. He noted that a remark by Chris Miller during the panel discussion did a good job of describing one of the major challenges when it comes to cross-border business.

“I think he nailed it on the head,” says Parisi. “Ten to 15 years ago, it was relatively easy to go over the border, but the rules have gotten a lot more complicated. Often it seems like if you go to five different customs agents with a question, you’ll get five different answers.”

Other highlights from the event included the New York-Canadian Automotive Recyclers Roundtable, updates on crime, fraud and permits, a large trade show area and much more.

The final event of the 2013 Convention was the official Closing BBQ, complete with a tour of the Standard Auto Wreckers’ facility in Niagara Falls.

“One of the big advantages of a cross-border meeting like this is a chance to get together, share ideas and get feedback,” says Gold.

“We all need a healthy auto recycling community.”

Members of the ARANY will be invited to attend the OARA Convention & Trade Show, taking place March 28 to 30 in Toronto, Ont., to continue the discussions and to encourage more face-to-face meeting with recyclers on both sides of the border.

The final event of the ARANY Meeting included a tour of Standard Auto Wreckers Niagara Falls facility.

Buffalo Engine Components sees value in Canadian connections It’s not surprising when a U.S. company close to the border would do business with Canadian firms. What is surprising is when they do a majority of certain types of their business here. Buffalo Engine Components is a warehouse distributor for new transmission parts, buys and sells auto scrap metal, exports complete motors with transmissions and buys and supplies used auto parts/cores for the remanufacturing industry.

Cores come into the company’s 300,000 sq. ft. facility in upstate New York, often by rail car. However, Buffalo Engine Components also supports a fleet of seven roll-off container trucks which make local pick-ups from approximately 150 recyclers in the U.S., and approximately 50 automotive recyclers in Canada. The shipments from Canada comprise about 60 percent of the total.

“In the U.S., we’re talking about places like Ohio, Pennyslyvania and western New York. ,” says Marc Parisi of Buffalo Engine Components. “The areas of Canada where we do business have high population density and a lot more drivers.”

The company started business in 1980, incorporating under the name Cousins Core Company when Andy and Sam Pellitieri started a small core business in a four bay garage, later growing to a warehouse on the east side of Buffalo. The company again upgraded to a larger warehouse in 1996 and changed its name to Buffalo Engine Components. The family business has grown to process over 350 engines and 700 transmissions a day. The company’s lines include engines, transmissions, torque converters, transmission hard parts and new and rebuilt transmission parts.

For more information, please visit buffaloengine.com.

56 collision Repair collisionrepairmag.com

Serving the Automotive Industry for Over 45 Years

Grants in Gear... continued from page 55.

$25,000 in grant funds, while ARC will additionally award a Green Recycled Parts Impact Award worth $5,000 to the applicant best able to show how additional funds will be used to help them realize their long term goals, or increase their idea’s sustainability.

To help execute the grant program, ARC is working with longtime, not-for-profit environment partner Summerhill Impact. ARC and Summerhill have previously worked together on a number of successful initatives including the Canadian Auto Recyclers Environmental Code (CAREC), the national Switch Out program, and Retire Your Ride.

“The grant program is a great way to help Canadian organizations get their environmentally conscious ideas off the ground and make a positive impact for future generations,” says Caroline Sturk, account manager with Summerhill. “I think it’s going to be something that really helps environment groups and will provide a great opportunity for them secure funding that will help them meet their goals.”

She says it’s a truly exciting initiative and she is happy to be involved with the “Grants in Gear” program.

“Summerhill is proud to be partnering with ARC on this great initiative. Auto recyclers are doing their part for the environment every day and we’re excited to recognize organizations that are doing the same,” she says.

Fletcher says he’s nervously excited about the types of submissions the pro-

gram will get to see and assess, noting that there is no shortage of innovative Canadian minds across the country. He believes that in the end, as years pass, that the “Grants in Gear” program will be a great way to engage the innovative minds across the country.

He says they want to stress core values through the program, those being entrepreneurialism, environmental preservation, and small, community-based actions.

“We tried to set this up so it represents what we are and what we do locally,” he says. “If somebody in Edmonton has a new or better way of doing something, I’m looking forward to seeing what it is. I feel like this is only the beginning, and we’re going to keep improving the program each year for years to come.”

Online submissions for the “Grants in Gear” program officially closed on Nov. 2 2 , 2 0 1 3 . S u b m i s s i o n s a re c u r re n t l y being assessed by a submission review committee, which includes Automotive Recyclers Association President Ed MacDonald and Dr. Steven Young of the University of Waterloo.

For more information on ARC, or to view the application form and submission guide for the “Grants in Gear” program, please visit autorecylers.ca. For more on Summerhill Impact, please visit summerhill.com.

‘Cat Drive’ for OARA Employee Scholarship program The Ontario Auto Recyclers Association (OARA) has announced that it is once again running the “Cat Drive” fundraiser in support of the Employee Scholarship program. The Cat Drive runs until the OARA Convention and Trade Show, taking place March 28 to 30 at the Toronto Airport Marriott Hotel.

During the drive, OARA members are encouraged to donate catalytic converters, and John Bruner from Coreline Auto Parts will grade and sell all cats on behalf of OARA. The cats will be collected at AADCO Auto Parts. OARA members can get them there through the OARA Drop Zone, direct drop off in at AADCO’s facility in Brampton or use Cardinal Couriers to ship to AADCO Auto Parts. Cardinal is waiving all shipping charges for deliveries clearly marked “OARA Cat Drive.”

The Scholarship Program also accepts cash donations from those unable to donate cats. Last year, the Cat Drive fundraiser generated a donation of over $12,000 from 39 participating OARA members. Since 2010, OARA has provided $150,000 in employee scholarships. For more information, please visit oara.com.

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december 2013 collision Repair 57

Teamwork drives new racking

By Steven Cox

The time finally came time to redo our body parts racking. Our old racking was insufficient, falling apart and was a constant challenge for anyone trying to put away parts. I am always checking out other recyclers to see how they do things and hopefully get some good ideas to improve what we do. I thought I had the perfect solution, but it made sense to consult everyone and anyone that works with the racking to get their opinions and to see what would make the racking work best for them.

My focus was on getting the most parts in the smallest amount of space possible. I envisioned door racks three tiers high and a wall of bumpers. It would be impressive!

This made sense to me, to get as much as possible together in one location. To me this seemed efficient. Well, after a few discussions, what I had thought would be the best racking solution was now out the window.

The new racks at Allwest Auto Parts are designed to avoid all metal to metal contact, as well as for ergonomics and efficiency.

Inventory staff had different priorities when it came to the new racking. They saw a lot of damage from the old racking.

This occurred as parts were not being easily accessed, due to their weight and size. The parts also contacted each other, or the steel racks themselves. causing damage and devaluing or in some cases destroying the parts. When I approached the parts pullers whose responsibility it is to put away these parts, they had an entirely different view of efficiency. Their experience was that the higher up something goes, the greater the risk of injury and damage. They wanted racking designed so you could liter-

ally slide a heavy item from a pallet directly onto the rack. This also would increase their personal efficiency.

It now became apparent that to create the perfect racking solution for us, I had to draw on everyone’s ideas. Everyone cared how it worked for them and how it would affect their ability to get work done. When we moved forward, all racks were designed at optimal heights with access in front and be-

Representatives from Switch Out and Media Matters experienced Triple M’s Hamilton facility first hand.

58 collision Repair collisionrepairmag.com

hind to aid in retrieving or storing heavy or large items. We chose to use PVC tubing for dividers with a rebar core for strength and wooden bases.

This design means there is never any metal to metal contact. We now have reduced the amount of damage during the storage of parts, reduced the chances of personal injury, reorganized our body parts racks while addressing the lack of storage space and increased overall efficiency of the inventory process for these items.

The most important outcome of this project is that all the staff has a racking solution that addresses their needs. They all got to provide their feedback and input into its design, thus realizing and gaining respect for the fact that I listen to and care for their needs, safety and efficiency. A common sense project for the company was transformed into an exciting morale booster and team builder for everyone!

Standard Auto Wreckers hosts students

By Andrew Ardizzi

Standard Auto Wreckers recently hosted a tour for a group of body repair and photography students from Pickering High School.

This is the second time students from Pickering High School have toured the recycling facility, Gold having been previously approached by the Durham District School Board (DDSB) to host the tour.

“This is a ‘green’ industry and they wanted to expose the students to it,” says David Gold, owner of Standard Auto Wreckers. “By and large people don’t know very much about the industry, but they seemed to appreciate the entire process. These kids understand that and for them to see auto recycling as a tangible business, I think they gained an appreciation for its intracies as a business.”

For more information on Standard Students from Pickering High got to watch Standard Auto Auto Wreckers, please visit stanWrecker’s car crusher in action. dardautowreckers.com.

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december 2013 collision Repair 59

recycling i

partsbrokering Increasing awareness about recycled parts is crucial.

By David Gold

T

here has been a lot of talk about auto recyclers, various parts trading groups and transportation models lately and this is somewhat because of the third party parts procurement models that have been introduced to the market in this past short while. The good news for auto recyclers is that our collective parts availability is becoming significantly more transparent for inclusion on potential repairs, in addition to an increased appetite by the insurance companies to incorporate recycled auto parts into the repair process.

The auto recycler’s core business is the sale of used auto parts and for us that means making a concerted effort to fulfill the customers request and closing more sales. For the collision repairer, an auto recycler’s ability to increase its “fill” rate on orders will mean more vehicles being repaired.

In an industry where auto recyclers are out of stock half of the time, it is reasonable and appropriate to rely on your local auto recycler to work

with its partners to acquire the appropriate parts for your repair.

The auto recycling community has established sophisticated ways to move parts in order to service our trade customers. Whether recyclers work very closely in private trading networks or with their provincial and state association partners, the brokering of auto parts between us is very positive and accounts for about 20 percent of the sales for a typical auto recycler. Our industry understands that collision repair centres are more apt to purchase parts from their local auto recycler whom they have a relationship with and that is very much encouraged.

In order for each local auto recycler to have the opportunity to service their customer more effectively, our industry has found ways to move parts quickly (in many cases the parts are transported throughout the night) all in an effort to mitigate costs of handling bigger and hard to package parts.

For example, some of our logistics models utilize

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60 collision Repair collisionrepairmag.com

recycling i

third party trucks that service automotive recyclers door-to-door and at designated “drop zones” with special trucks that can handle awkwardly shaped auto parts in a variety of sizes and that can do so in a safe and effective manner.

Other multi-store operators have intercompany trailers set-up to allow parts to move seamlessly from one market to another.

Some trade groups utilize rented trailering docks in a centralized location where recyclers meet up in the evening and trade parts accordingly. However auto recyclers choose to trade parts amongst each other, it’s all done as a result of necessity with a lot of thought put into how and why we do what we do.

For many years it seemed that there was a negative stigma associated with parts brokering and I believe this trend is now changing. Like our collision repairer customers, auto recyclers tend to do business with those “partners” that we can trust and who have fair customer service policies in place.

Auto recyclers are also making each other more accountable to prep each auto part for quality and to adhere to the industry accepted standards that details what OEM numbers makes up the assembly (known as part inclusions) in the auto recycling industry. Furthermore, our sophisticated network has meant that parts will be transported in a clean and quick fashion at no cost to the customer. Auto

recyclers have absorbed these “fixed” costs and are now counting on an increased amount of parts trading to keep these networks flourishing for everyone’s mutual benefit.

For our company, I have noted an increasing trend where we are purchasing parts from auto recyclers who we trade with that just don’t have the same local demand for certain parts that they have in stock that I can sell in droves daily. In these instances where there are market demand synergies to be had it is a net win/win for us to get these types of parts out of one local area and into high demand areas. Our networks and logistical transportation models help us to accomplish this.

The days of auto recyclers seeing each other as competitors are long gone. Now more than ever, recyclers need each other to be healthy and profitable so that we can all purchase salvage in our area and trade parts with one another. Our ultimate goal is to service your industry in the most effective way possible while giving our customers the quality auto parts they need for the repair. CRM David Gold is the co-owner of Standard Auto Wreckers, an auto recycler with locations in Toronto, Ottawa and Niagara Falls, New York. He can be reached by phone at 416-286-8686 or via e-mail at david@standardautowreckers.com.

december 2013 collision Repair 61

last word

NorthVS.south Comparing Canada and the U.S.

By Mike Davey

I

’ve been reading a white paper from The Romans Group entitled “A 2012 Profile of the Evolving Collision Repair Marketplace.” We’ll be bringing you some excerpts of the white paper in our next issue, but I thought I would share some of it with you in advance.

The Romans Group has been preparing these white papers for a number of years now, but this is the first time that Canada has been included in the mix.

Taking U.S. numbers and dividing them by 10 is a good rule of thumb for coming up with a vague estimate of the Canadian numbers. However, there are

tion to our population than our cousins to the south.

A more striking difference is actually a similarity. Franchises, banners and multilocation networks (MLNs) have a combined revenue of $1.4 billion in the U.S. In Canada, they have a combined revenue of $1.1 billion. That’s not 10 percent! It’s close to 80!

There’s no question that consolidation has been a major factor in the Canadian collision repair industry in the last 10 years. This comparison with the U.S. market drives home just how big of a factor it has been.

The numbers above do not include multilocation operators (MLOs), which control

a more striking difference is actually a similarity. a number of places where that doesn’t work. First off, there are approximately 35,200 collision repair facilities in the U.S., according to the white paper. Theoretically, this should mean we have approximately 3,520 collision repair facilities here, but we don’t. The report lists Canada as having approximately 6,000.

I can think of at least two reasons that might be driving this discrepancy. First, it’s widely believed that Canada has excess repair capacity. This has lead to a steady decrease in the number of operating facilities in recent years. However, the U.S. also has excess repair capacity, and has seen the same phenomenon.

This is where geography comes into play. The vast majority of us are clustered near the border, but those of us living elsewhere in the country still need collision repair when we get into accidents.

In general, the farther north you go, the further away you get from major centres.

It seems likely that we will always need more collision repair centres in propor-

a bigger piece of the pie in the U.S. than they do here, even after adjusting for population. MLOs are still a significant factor, but the Canadian firms do not generally control the same market share or geographic area as their U.S. counterparts.

The total market share of MLOs, franchises, banners and MLNs in Canada is a whopping 55 percent, compared to just 22 percent in the U.S. Much of this seems to be due to the MLNs. MLNs account for a 73 percent share of Canada’s total revenue from MLOs, franchises, banners and MLNs. Networks in the U.S. don’t control anywhere near as much of the revenue, ringing in at just 18.7 percent. Make no mistake, that’s a significant slice, but nowhere near the levels we see here.

Watch for more next issue! CRM

62 collision Repair collisionrepairmag.com

Mike Davey is the editor of Collision Repair magazine. He can be reached at 905-3700101 or via email at editor@ collisionrepairmag.com.

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