Collision Repair 9#3 by Media Matters

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

Serving the Business of the Industry.

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

Out With the Old

London Calling Hear what they had to say at IBIS 2010.

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

A Perfect Game

Is the Price Right?

Tim Bissonnette intends to find out.

Two years, zero customer complaints. See how.

Volume 9 Number 3 l $4.95 Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 86 John Street, Thornhill ON L3T 1Y2

Win an iPod Nano! See page 23 for details.

>> PLUS

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

How sharks finish off a Barracuda.

For Chip Foose and Peter Klutt, there’s no room to hesitate when it comes to finishing off Peter’s powerful 1971 Barracuda. They’re going for a look that’s positively … killer. That’s why Chip and Peter chose BASF waterborne basecoat. Shop-proven, quick-drying and as smooth as solvent, BASF waterbornes deliver a durable shine while reducing basecoat VOCs by as much as 90 percent. And it sprays so fast … the ’cuda will never know what hit it. Call 1-800-825-3000 or visit basfrefinish.com today.

contents

Volume 9 Issue 3, July 2010

On The cover

YOUR ONLINE SOURCE Canada’s collision repair information resource. New

articles and top news stories daily. Visit collisionrepairmag.com.

32 Lisa MercantiLadd isn’t going to let anything keep her from making CARSTAR the best it can be.

departments 04 Publisher’s Message Two Steps Back. by Darryl Simmons 06 News CSN breaks its fund-raising record, Fix Auto takes its conference east and much more.

19 Point Blank Stand Up. by Sam Piercey

20 Who’s Driving New Reality. by Jay Perry

36 Skills Canada brings the competition up another notch.

Your Training Map! What’s happening, When it’s happening and where to find it.

Lean as Business Model Manage your costs, don’t cut them.

22 Prairie view One Size Fits? by Tom Bissonnette 24 training I-CAR Online. by Andrew Shepherd

50 Recycling By The Numbers. by David Gold

total Satisfaction

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

Two years without a customer complaint. See how. Cover photography by: Joe Rayment.

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

Out With the Old

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

A Perfect GAme

London Calling Hear what they had to say at IBIS 2010.

Is the Price Right?

Tim Bissonnette intends to find out.

Two years, zero customer complaints. See how.

Win an iPod Nano! See page 22 for details.

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

collisionrepairmag.com

features 18 BiG HITS, BIG LEAGUES Matt Carkner’s journey to the NHL began in a collision repair shop. 26 Setting standards 3M helps Canadian collision repairers with their workflow. 30 London CAlling The word on standards from IBIS 2010 in London, England. 34 IN WITH THE NEW... Bongard Collision revolutionized its productivity in less than a month. 42 lean building blocks A look inside PPG MVP’s Green Belt Training. 44 Hail to Kopriva One company’s making good money from bad weather. 45 still growing After 122 years, GFS shows no sign of slowing.

57 Housekeeping And the winner is...

52 new on the shelves The tools you need. The tools you want.

58 The Last Word Selling You. by Joe Rayment

56 Not Just Bumpers Sudbury’s Just Bumpers found a lot of wealth in its niche.

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

july 2010 collision Repair 03

Publisher’s page

twostepsback We need standards now more than ever. By Darryl Simmons

recent story in the Toronto Star, Canada’s largest newspaper, once again raised the hackles on the back of my neck in anger. While on a break at the IBIS conference in London, UK (see page 30), I read the story about a single Brampton, Ontario shop owner who defrauded insurance companies and the public. Someone had emailed me a link to the story and marked it “Urgent.” And it was. A police investigation found the shop owner bought insurance write-offs at auctions then fixed the vehicles to minimum

may be age old, but it still must be addressed. To gain credibility, one first must gain respect. Until we as an industry can make true the claim that we are regulated, monitored and policed (either by the industry or the government), we are left at the mercy of those who would malign us. Perhaps it’s time to once again bring back to the forefront the need for standards and accreditation. In Ontario, it’s consolidated in the Collision Repair Standards Act that was introduced by Frank Klees, Conservative MPP for Newmarket–Aurora. Under

o gain credibility one must first gain respect.

standards and sold them. The vehicles were then involved in staged accidents and sent back to the same shop for repairs. In addition, people allegedly involved would claim compensation for “soft tissue” damage. Justice Joseph Quinn of the Ontario Superior Court said the owner was “unblinkingly dishonest” with “no aptitude for the truth” and “incorrigible.” What an image of the industry presented to Star readers! Fittingly, IBIS was focused on standards. Right after the break the speaker’s topic was German standards and their accreditation model. Right in tune with this story and its implications was a comment the speaker made when asked how the accreditation model was enforced. He had a very quick, yet poignant answer. “It’s simple,” he said. “In Germany, everyone is a policeman.” This makes so much sense. The question of self-regulation versus government legislation

that proposed law, collision repair shops must meet industry standards for their work and business operations, including equipment, to gain mandatory certification. Staff would need adequate training and shops would face inspections. The legislation would also amend the Insurance Act to require all collision repairs to be conducted at certified shops of the consumer’s choice. The Act was passed by the Ontario legislature in 2002, yet never proclaimed by the Conservative government before the 2003 election. What’s your view? Let’s open up the debate. Please let me know and I’ll report back via a special forum on our website. CRM

Collision Repair magazine’s Donation Drive We’re pleased to announce that we’ve selected Cochrane High School of Regina, Saskatchewan for our donation drive! We’ll outfit Cochrane’s auto body shop with tools and equipment generously donated by Kimberly-Clark Professional (who donated 12 boxes of their Kleenguard G50 Mechanics Utility gloves), ATCOA (who donated one of their new Viking II sanders—a $325 value!) and Collision Repair magazine columnists Sam Piercey and Tom Bissonnette. We’ll be presenting the equipment in time for the next issue—there’s still time to donate!

04 collision Repair collisionrepairmag.com

PUBLISHER DARRYL SIMMONS (905) 370-0101 publisher@collisionrepairmag.com EDITOR JOE RAYMENT editor@collisionrepairmag.com assistant EDITOR Megan Ng megan@mediamatters.ca ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com EDITORIAL ASSISTANTS Gaby schachter, Lin han, Sasha Erfanian Graphic Designers Cindy Quach, Ji Yoon Ahn COLUMNISTS ANDREW SHEPHERD, DAVID GOLD, JAY PERRY, SAM PIERCEY, TOM BISSONNETTE CONTRIBUTOR chris ortiz VP INDUSTRY RELATIONS GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com SUBSCRIPTION One-year $24.95 / Two-year $35.95

Collision Repair ™ magazine is published bi-monthly, and is dedicated to serving the business interests of the collision repair industry. It is published by Media Matters Inc. Material in Collision Repair magazine may not be reproduced in any form with out written consent from the publisher. The publisher reserves the right to refuse any advertising and disclaims all responsibilities for claims or statements made by its advertisers or independent columnists. All facts, opinions, statements appearing in this publication are those of the writers and editors themselves, and are in no way to be construed as statements, positions or endorsements by the publisher.

PRINTED IN CANADA ISSN 1707-6072 CANADA POST CANADIAN PUBLICATIONS MAIL SALES PRODUCT AGREEMENT No. 40841632 RETURN POSTAGE GUARANTEED Send change of address notices and undeliverable copies to: 86 John Street Thornhill, ON L3T 1Y2

Collision Repair magazine is published by Media Matters Inc., publishers of:

Paint cars faster than ever before. Speed up your operations and increase productivity with DuPont™ Cromax® Pro waterborne basecoat. With 1.5 coat coverage, wet-on-wet application and no flash time between coats, it’s easy to see why leading shops are making the switch to DuPont™ Cromax® Pro. And for even faster results, DuPont™ ColorNet® Color Proofing can give you great color matches before a single drop of paint is mixed. Just a few of the ways that DuPont Refinish can help you reach your operational goals today— while getting ahead of tomorrow’s environmental regulations. To learn more about increasing your productivity visit www.cromaxpro.dupont.com or speak with a DuPont Refinish waterborne conversion specialist at 1.800.668.6945, prompt 5.

News

CSN raises a record amount at its 4th annual golf tournament CSN Collision and Glass raised $7,071 for the Linden Fund at their annual golf tournament in late May. That’s their biggest total yet. The money raised will help provide specialized medical equipment for neonatal intensive care units

CSN’s national director of sales Larry French and marketing manager Mindy Kunkel (left and right) presenting a cheque to Lauren Pezzullo of the Linden Fund (centre).

hydrolux_canadian_ad_3 7/4/10 14:03 Page 1

CY CMY

in Canada as well as items of comfort and convenience to assist in the mental, physical and emotional development of infants and their families. The tournament was at full capacity with golfers from all areas of the industry including CSN members, insurance partners and key vendor representatives. Golfers’ registration packages included breakfast, lunch and dinner, 18 holes of golf, a chance to win great prizes and, of course, gorgeous weather. One lucky golfer even went home with a brand new 2010 Mitsubishi Lancer—Oakville Mitsubishi donated a two-year lease on the vehicle—after scoring a hole-in-one.

Kingston CARSTAR wins LKQ-Keystone’s Get Green Sweepstakes

725, boul. Industriel Blainville, (Qc) J7C 3V3 Téléphone: (450) 435-0725 Sans frais: 1-866-435-0725 :Toll free Télécopieur: (450) 435-9959 :Fax Courriel: info@entrepotsab.ca :Email www.entrepotsab.ca

www.abwarehouse.ca

06 collision Repair collisionrepairmag.com Composite

Pat Stenson of Kingston Collision CARSTAR is the proud winner of the grand prize in the Get Green Sweepstakes sponsored by Keystone Automotive. Staff at Keystone Automotive in Trenton, Ontario were pleased to be on hand to offer their congratulations to Kingston CARSTAR. Pat’s name was drawn from over 200 entrants after the grand opening of the new 75,000 sq. ft. Brampton facility. The winning prize was a SATA Waterborne Conversion Kit with a value of $4,700. Keystone Automotive Services Ontario—which has daily delivery from six locations with courier service available to the Maritimes and Newfoundland—combined with LKQ in 2007. They have one of the largest inventories of alternative collision replacement parts in the industry in both the aftermarket and the salvage side of the collision repair industry. Keystone has taken their role as a socially responsible organization seriously. They ran the Get Green Sweepstakes from February through to April. There were over 40 prizes offered of an environmentally friendly nature from a waterborne conversion kit to recycled tote bags made from advertising signage and seat belts strapping. Kingston Collision CARSTAR—winner of the grand prize—is truly a family-owned business, with Pat’s wife Patty, son Shawn and daughter Amanda all involved in providing experienced and expert knowledge to their many satisfied customers. They are located at 442 Dalton Avenue in Kingston, Ontario, just off of Highway 401. They’ve been serving beautiful Kingston and the surrounding area since opening in 1995. They have been part of the CARSTAR family since then. Check them out online at kingstoncarstar.com. Kingston and Eastern Ontario is serviced daily from Trenton, Ottawa and Cornwall. See orderkeystone.ca for more information.

Why be anonymous when you can be visible? fixauto.com

TO JOIN THE NETWORK CALL 1.877.344.4349 Untitled-1 1

THE BODY SHOP NETWORK

6/16/09 12:00:10 PM

News

Sporting Goods legend Donald Cooper addresses CICMA

Donald Cooper giving a lively address to CICMA members.

The Ontario chapter of the Canadian Insurance Claims Managers Association (CICMA) recently hosted Donald Cooper at their members’ meeting in downtown Toronto. The CICMA meets four times a year, inviting guests to speak on topics relevant to the claims industry. Cooper, for his part, gave a lively presentation on leadership and management. You’ll know Cooper if you’ve bought hockey equipment or a baseball glove in the past 50 years or so—his family made all kinds of sporting goods, and he learned some tricks on managing a team along the way. During Cooper’s presentation, he generally advocated for clarity, passion and the benefit of not sweating the small stuff. “Think about it. We want our customers to buy twice as much, our employees to work twice as hard, our suppliers to provide twice as much, and we’re going to achieve all of that by being bastards,” Cooper said. “Does this not fly in the face of every human reality? ...Lean I understand. But mean? That’s insane.”

k c i t S t Pain

™

Paint Stick Grip Paint W

08 collision Repair collisionrepairmag.com

After getting out of the sporting goods business Cooper went in to selling clothing, buying the retail outlet Alive and Well. By the time Cooper sold the business it had achieved sales of $680/sq. ft. The national average for a store like that was $280. He did this by using tactics such as taking away the “no food or drinks” sign and installing a coffee bar. In seven years of offering free drinks, he said, they had less than $200 in clothing ruined due to spills. He had the clothes dry cleaned and donated them to a women’s shelter. “You see, it wasn’t an issue except in the tiny minds and tiny hearts of our competitors.” The audience of about 60 insurers and industry participants were receptive to Cooper’s speech, which was peppered equally with jokes and management advice. Members also discussed a range of topics at the meeting to do with new and upcoming business. Notably, the CICMA plans to instate a new website (CICMA.ca) before the end of their fiscal year on September 8, 2010.

Anest Iwata Celebrates 85th year with custom gear In recognition of Anest Iwata’s 85th anniversary, the company has designed a limited-edition spray gun. Each gun is individually numbered for authenticity. They teamed up with Charley Hutton for this gun. As one of the premier painters in North America, Charley is known for his custom paint work on high-end street rods including two prestigious Ridler Awards, several Street Rod of the Year and Custom Rod of the Year awards. Check out Anest Iwata’s 85th Anniversary limited edition Charley Hutton spray gun’s official release during the ASET Ultimate Air Affair Kustom painting event in Salt Lake City, Utah, August 25–28. To find out more information about the Ultimate Air Affair Kustom painting event or to participate contact ASET at 800-628-5449.

Value Added Program Driving Business Solutions to the Collision Repair Industry

As one of the nation’s leading refinish suppliers, Sherwin-Williams understands the automotive collision repair market. We also realize what it takes to give you the competitive advantage to stay ahead of the competition and to prosper in these fast-changing times. Today’s collision repair centers need realistic solutions

The Sherwin-Williams A-Plus Network Program’s are a combination of powerful business tools, products and support services that are designed to help assist members improve in all facets of their business. • Customer Service • Employee Growth • Insurance Relationships • Process Refinement • Profitability • Productivity

“As the economy tightens and more collision repair owners are faced with a variety of business challenges, it is imperative that they have access to the very best business tools and reference organizations. Our experienced A-Plus team including Robert Laniel, Jocelyn Chartier, and myself here in Canada help to explain and implement the features of our A-Plus Network. As a result, A-Plus members have a competitive advantage that helps them prosper in these fast changing times.” – SERGE LE BLANC NATIONAL ACCOUNT MANAGER

to a wide variety of business management issues.

The Sherwin Williams Automotive Finishes A-Plus Network is an exclusive group of collision repair specialists who reflect our Jonathan De Bulle works with Robert Laniel (right)

industry’s highest standards.

Monique Laprise works with Serge Le Blanc (right)

Jocelyn Chartier (left) works with Jonatan Berube

sherwin-automotive.com

News Fix Auto Celebrates its Growth in Atlantic Canada at Conference

Fix Auto Atlantic Canada franchisees and Steve Leal, president, Fix Auto Ontario, Atlantic Canada and Alberta at Fix’s recent conference in Halifax, NS.

It was an eventful three days in Halifax, Nova Scotia for the Fix Auto network as they celebrated their 5th national conference in the heart of the city. Fix Auto franchisees and employees from across the country united to share best practices, be inspired by knowledgeable speakers, share future ideas and, last but not least, celebrate its successful year with team building activities and an authentic maritimeinspired gala evening. The conference opened with an extraordinary evening at the original Alexander Keith’s Brewery, where Fix Auto members toured through the brewery sipping some of Halifax’s finest Keith’s beer. The night went on as guests mingled and reconnected in the notable and historic Keith’s brewery. Manon Duplantie, Fix Auto Canada president, officially opened the conference the next morning by reflecting on the year with a welcome address to the entire network. Special acknowledgment was made to the four upcoming Fix Auto franchisees in the Atlantic region—Fix Auto Saint John, Fix Auto Moncton, Fix Auto New Glasgow and Fix Auto St John’s—and also the current franchisee—Fix Auto Central PEI—as they mark the network’s strength, now more than 186 locations strong spanning from coast to coast. “I believe I speak on behalf of the entire network when I say that it gives me great pride and pleasure to announce that we are the largest network in the country whose roster spans of highly efficient body shops,” Duplantie said. “I believe we all feel proud to be part of Fix Auto and to belong to this larger entity that unites and strengthens individual shops further.” Feature speaker Steven Feltovich, lean management business consultant, addressed the network by stating the importance of being efficient in the col-

10 collision Repair collisionrepairmag.com

lision repair industry, especially in slower economic times as many faced this past year. Examples and exercises were performed with all the franchisees. Feltovich also addressed Fix Auto by congratulating them on being an operationally sound network that provides the necessary tools for body shops to be most efficient and successful in their perspective territory today and for the future. Steve Leal, president of Fix Auto Ontario, Alberta and Atlantic Canada, followed up on Feltovich’s speech the next day by presenting Fix Auto’s Standard Operating Procedures to the network and its new lean management procedures. “We are excited to offer these procedures to the network,” Leal said. “It puts us ahead in the industry as we are able to provide our own lean management procedures to all our shops and enable them to be the most efficient that they can be in their respective territories.” Other speakers included Christian Bourque from Leger Marketing, who reflected on the relationship dynamic of the customer and company; Isabelle Fontaine, who with her highly infectious enthusiasm spoke about surfing through change; and also the greatly successful entrepreneur and motivational speaker Andy Nulman, who left the members inspired and motivated. Activities planned for the franchisees included whale watching, deep sea fishing and a night out at one of Halifax’s finest pub. To conclude, they held a maritime-inspired gala evening and award ceremony at the historic Canadian landmark Pier 21. With this year’s conference theme of “Engaging in the Quest,” Fix Auto celebrated its ongoing successful growth and development while continuously engaging to perform as the complete solution in the industry. “This year’s conference was a great success as the national strength of the network was clearly visible,” said Steve Leal. “As we continue to be leaders in the industry, it is important to take times like the conference as an opportunity to reflect on the year, share thoughts and build on everyone’s success. I believe we all walked away inspired and ready to continue engaging ourselves in the quest of being leaders in the industry.”

World Leaders In Automotive Finishes ÂŠ2010 PPG Industries www.ppgrefinish.com

CSN Collision & Glass Continues to Stretch Across the Canadian Landscape!

Re gen cy Au to

Co llis ion ˜ CSN

(Ki tch ener)

As CSN Collision & Glass moves east, two members become part of the growing network: GUY’s Auto Body ~ CSN and B & R Auto Collision ~ CSN servicing the city of Sault Ste. Marie. These two collision repair facilities have been family owned and operated for 30 years. Rob, Denis and Nello Ianelli made the choice to join a network they could be proud of. These brothers wanted to be part of an elite group of professionals that has the same business practices and beliefs as they have for the past 30 years and still do today.

Guy’s Auto Body ~ CSN & B & R Auto Colli sion ~ CSN

Rege ncy Auto Colli sion

˜ CSN (Waterlo o)

Heading to the northern region of the city of Edmonton, BURTON’s Auto Body ~ CSN has been involved in the collision industry for nearly a decade. Leonard Forde, owner and operator, has quickly recognized the importance of joining an organization that believes in strategic growth and represents true leadership at both national and regional levels. Bu rto n’s Au to Bo

dy ˜ CSN

CSN’s latest achievement in the Prairie Provinces has been the addition of RED DEER Collision ~ CSN. Owner Scott Cruickshank believes in doing the right thing within the industry and within his community. Scott continuously donates to a number of local charities including the Cures for Kids, Red Deer Chapter, which helps those children battling MS, cancer and many other life threatening illnesses. Scott believes in constantly striving for a high standard of excellence - becoming a member of CSN Collision & Glass was a perfect fit for him and his business.

For more information, please contact us at: Collision Solutions Network 377 Evans Avenue, Suite 102 Toronto, ON M8Z 1K8 1-866-400-4CSN www.CSNinc.ca

Ca nwest Co llis

12 collision Repair collisionrepairmag.com

One of CSN Collision & Glass’ directors has expanded once again, or shall we say TWICE again! The network welcomes Regency Auto Collision (Kitchener) ~ CSN and Regency Auto Collision (Waterloo) ~ CSN. Rob Pavan, owner of the well-established Golden Triangle Collision ~ CSN locations in Guelph and Cambridge, has expanded his business in order to properly service the tri-city area. Rob has expressed the ease that comes with growing his business under the CSN umbrella because of the strength of the network and brand it has built within the industry. As a multiple business owner, it is important to have shared goals and values with your business partners. CSN provides the opportunity to share best practices with some of the best-in-class collision repair shops across Canada.

ion ˜ CSN

Red De er

Co lli si on

˜ CSN

Covering the western region of Edmonton, CANWEST Collision ~ CSN owner, Stuart MacDonald, has just opened a new, stateof-the-art repair facility. In being part of the collision industry for over 20 years and launching the grand opening of his new shop, Stuart felt it was a natural choice to become part of the growing network with strong industry partners. As CSN provides national recognition, the network also understands the importance of maintaining each shop’s individual identity within their respective communities.

feeling isolated?

Connect with the leading group of experienced collision repair professionals. CSN Collision & Glass offers national presence while maintaining community independence. Our foundation is built on years of providing the highest quality repairs and exceptional customer care. We are DEDICATED TO EXCELLENCE.

Make the RIGHT connection.

For more information visit:

CSNinc.ca Collision Solutions Network 377 Evans Ave, Suite 102 Toronto, ON M8Z 1K8 866 400 4CSN

News

Shareholders all smiles at Co-Auto’s AGM and golf tournament

Right: Former Co-Auto chair Frank Romeo passing the gavel, so to speak, to Peter Johnson, Co-Auto’s newly instated chairman. Above: Attendees prepare to hit the green.

As tough as it has been for the auto industry, CoAuto continued to grow its shareholder base and deliver increased savings, rebates and year-end profit distribution. That was the message Tom Langton, president and CEO of Co-Auto, delivered at their annual general meeting in June. “It’s been a tough year and we still managed to grow our shareholder base,” Langton said in a conversation with Collision Repair magazine. It was a big day for Co-Auto at the Copper Creek Golf and Country Club, consisting of their board meeting, annual general meeting and annual golf tournament. Speaking to shareholders, Langton delivered a strong message that with the addition of over 50 new shareholders and over 100 members, the future for continued growth is promising. New supplier programs such as My Auto News, Quorum, Boost and Regional Tire are already producing savings and growing the business. Existing vendors such as Sym-Tech, Roy Speed and Ross and Hunter Engineering continue to grow and offer new products that increase shareholder profits. Technology advancements as a result of a new management system has resulted in a new interactive

14 collision Repair collisionrepairmag.com

website, online ordering, e-communication and accounting tools that are accessible online. Having served his term as chairman from 2008 to 2010, over 200 guests came to see Frank Romeo of Pineview Auto Sales retire as chairman. The gavel was handed to Peter Johnson of London Honda, who accepted his new position as chairman of the board. Following the meeting the shareholders enjoyed a BBQ lunch on the terrace at Copper Creek and then teed it up for the annual golf tournament. This year the winning team was David McGee and Tyler Desautel of Jack McGee Chevrolet Cadillac in Peterborough, Angelo Vilardo from Douglas Ford in Barrie and Peter DeGiuli of BASF Canada. For 2010, Co-Auto hopes to form new strategic alliances, create new programs and bring in products that are all part of their further expansion plans. For more information visit co-auto.com.

News

Joe Da Cunha raises $8,000 for Crohn’s and colitis research Joe Da Cunha of I-CAR Canada recently completed the Crohn’s and Colitis Foundation of Canada’s (CCFC) annual Heel ’N’ Wheel-a-Thon. The event took place June 13, 2010. The CCFC’s Heel ’N’ Wheel-a-Thon raises funds for research and awareness initiatives in support of inflammatory bowel disease. This year was their largest event yet. With a tremendous amount of support from the automotive collision industry, “The Gutsy Gang” team, led by Joe’s daughter Chantelle, have been able to raise a total of $8,116 to date. Chantelle Da Cunha is a patient of Crohn’s disease and has recruited her friends and family to help fight not only her battle, but the battle of more than 200,000 other Canadians. This year’s team members included Joe, Vera, Michelle, Chantelle, Vanessa and Ariyanna Da Cunha, David De Couto, Kyle Nedd, Maria Frois, Natasha and Caitlin DaCunha, Ana Caravaggio, Mark Da Costa, Gail Trewin, Jared and Justin Maynard. All team members hope to gain the collision industry’s support for the 2011 Heel ’N’ Wheel-aThon. Joe and the team would like to personally

thank all industry colleagues and friends from coast to coast for their monetary donations. In an effort to raise awareness, their team encourages others to learn about Crohn’s and colitis and their effects on Canadians. Canada has one of the highest prevalence rates of inflammatory bowel disease, which is one of the reasons why it is imperative to learn more about the effects of this disease on families and society as a whole. To support the cause, “The Gutsy Gang” team is asking others sign the declaration of support at isupportibd.ca.

Above: Joe Da Cunha and his Gutsy Gang the day of the Heel ’N’ Wheel-a-Thon.

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News

Assured Automotive partners with WomenCertified

Mississauga Mayor Hazel McCallion cutting the ribbon at the official celebration of the new partnership between Assured Automotive and WomenCertified.

Assured Automotive recently held a ribbon-cutting event to officially kick off their partnership with WomenCertified, which launched them corporately with the “Seal of Excellence.” Assured is WomenCertified’s exclusive partner in the Canadian collision repair industry. The company’s shops will now carry the WomenCertified seal, which signifies their commitment to providing excellent service to female consumers. “It really allows us to provide our women customers—and all our customers—with the best possible service, a positive attitude, a friendly atmosphere, trustworthy advice, and information at the highest level of respect,” said Assured president Tony Canadé in a conversation with Collision Repair magazine. “It also allows us to provide an experience that will meet and even exceed their expectations.” Mississauga Mayor Hazel McCallion was on hand at the event to cut the ribbon. McCallion is one of Canada’s longest-serving mayors— she’s been in the position for 31 years—and one of the country’s leading ground breakers for women in politics. “If anybody was going to cut the ribbon, the most fitting person to do that was Mayor McCallion,” Canadé said. WomenCertified decided to award Assured their seal after thoroughly looking into their operations. To do this, WomenCertified sent secret shoppers to get service at Assured and discovered an impressively high standard. “We found that their values matched exactly with what our program is, which is excellence in customer service,” said Sherry English, executive sales and training for Canada. “So we approached them, and they also saw what a natural fit it is for their company. That’s where we built our partnership.”

Kina Leclair joins AIA’s Communications team AIA Canada recently announced that Kina Leclair has joined the team (on contract) as their communications coordinator. She will be based out of their Ottawa national office. Reporting to Patty Kettles, manager of communications and marketing, Kina will be assisting Patty in all areas of the association’s communications. You can contact Kina at kina.leclair@aiacanada. com or call 1-800-808-2920 ext. 233. 16 collision Repair collisionrepairmag.com

News

CARSTAR COLLISION centres RAISE MORE THAN $150,000 AT annual SOAPS IT UP CAR WASH Abracadabra! CARSTAR Collision Centres have once again made magic happen for children in need across North America for the Canadian Cystic Fibrosis Foundation, the Make-A-Wish Foundation in the US as well as local fund-raising efforts. Final numbers show that volunteers helped wash more than 5,500 cars and raised more than $150,000 across North America. In Canada alone, teams raised more than $117,000. “Over the past seven years the CARSTAR Soaps it Up for Cystic Fibrosis campaign has grown and become an important fund-raising event for our customers, employees and p a r t n ers,” said Sam Mercanti, president and CEO of CARSTAR Automotive Canada Inc. “We’re very honoured to have our franchise partners and staff who take the lead in their markets and are committed to finding a cure for this disease.” The theme for this y ea r ’s e ve nt w a s “ A Splash of Magic.” The The team at Steels CARSTAR Collision getting ready to Soap It Up. car washes took place June 12, 2010 at over 80 CARSTAR locations across Canada. In keeping with the magical theme, CARSTAR enlisted Canada’s premiere event illusionist Brian Michaels as spokesperson for the national charity event. Michaels has cystic fibrosis and is encouraged by all the community support behind making this fund raiser a reality in so many locations across the country each year. “Thanks to events like Soaps It Up, I’ve been able to live with CF for over 30 years, and pursue my dream to become an illusionist, performing all over Canada and the world,” said Michaels. “The funds raised will support significant research advances and will continue to aid our ultimate goal of finding a cure for the disease.” Cystic fibrosis is the most common fatal genetic disease affecting Canadian children and young adults. A devastating disease, cystic fibrosis attacks primarily the lungs and the digestive system and requires a daily regime of intensive physical therapy and medications. There is no cure. There are approximately 3,500 people across Canada living with cystic fibrosis. Last year, CARSTAR locations across North America washed over 4,000 cars and set the Guinness World Record for the largest car wash in North America. Fresh off last year’s inaugural American Soaps It Up day, CARSTAR Even former Toronto Maple Leafs captain Wendel Clark pitched in to help out at CARSTAR Brampton. locations in the United States participated for their second consecutive year. This event has become a great tradition to bring all of the CARSTAR nation together to support these important causes. Sponsors for this year’s Soaps It Up included BASF, Quiznos, Nolitours, King Rose Travel, the DAC Group, Domino’s Pizza Canada and Air Miles.

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A STAR IS BORN DESIGN MEETS PERFORMANCE

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july 2010 collision Repair 17

News feature

Big Hits

in the

Big Leagues Ottawa Sens grinder Matt Carkner made the shift from body work to body checks. Dennis Carkner, shop owner and hockey dad, couldn’t be more proud. Neither can the local fans. By Gaby Schachter

Below: Matt Carkner, defenceman for the Ottawa Senators, with his father Dennis Carkner, owner of Fix Auto Winchester. Right-top: Matt’s Jersey proudly displayed at the shop. Right-bottom: Fix Auto Winchester (operated by D’s Collision Centre).

t’s game six in the Senators vs Penguins series during the NHL playoffs. Triple overtime. Fisher rushes down the ice, puck in his control. He crosses the defence, carries it to Alfredson. With Penguins closing in he passes it to Carkner. Carkner shoots! Scores! The Sens win! This goal, believe it or not, has roots planted firmly in collision repair. It all starts with Dennis Carkner, owner of Fix Auto Winchester/D’s Collision Centre, and Matt Carkner’s father. Dennis has owned his shop for 22 years now, so he knows what it’s all about. He makes sure to keep everyone and everything in line and on side, ensuring success for his business. His team at the shop is about seven strong, ranging from estimators to paint technicians, with a large family contingent. Dennis’s wife runs detailing and rentals. His sister-in-law, Bev Stewart, is responsible for the accounting. Bev was the one who first encouraged Matt to go into hockey. Both of Dennis’s sons worked at the centre growing up. Phil Carkner went on to get a degree in dealership management. He later returned as a partner in the business.

18 collision Repair collisionrepairmag.com

“I was lucky and I found my way into the industry,” Dennis said. “But Phil was born into it.” Growing up, Matt was at the shop a lot, honing his skills and developing the character ideal for making a good, solid defenceman. “Matt will tell you that he got all the rotten jobs, but really he just got the ones that he was able to do,” Dennis laughed. To be fair though, Matt was developing extremely well in his other field. On the facility’s team, Dennis is the coach. He directs the players, monitors progress and sets goals. “The shop has progressed due to the collaboration of different people,” he said. “It’s been hard work, especially in the beginning, but it’s definitely worth it.” Over the years he has added more and more to his shop, bringing in computerized management and measurement systems and more technicians. As any hockey parent knows, having a son or daughter who’s coming up in a sport makes for a demanding family schedule. Most cope with a sense of familial pride and a lot of coffee. For Dennis, however, he enjoyed it so much he never noticed extra stress at the shop. “I came from a great position with great people—I made sure I had the right people and everything I needed to do the job right.” Matt, ever grateful of his father’s support, concurs: “It really comes down to the team and the atmosphere the coach creates,” he said. “Dad’s made sure to create a team with the best players, and ensure that he has everything he needs to do the job right.” CRM

point blank with piercey

WakeUp

Our industry needs to pull together. By Sam Piercey

e’re heading into summer and according to industry surveys a lot of shops are down anywhere from 15 to 45 per cent. This is bad. As rumours continue to soar, insurers still don’t get the picture. They continue to squeeze every last penny out of alreadystruggling businesses regardless of the pressures the shops face. Imagine the nerve of these people— they’ll take every bit of meat off the bone, but have no idea what it takes to operate a collision repair business today. Material costs are still on the rise and liquid prices continue to soar. You are being squeezed—you are dead—and don’t

• Accidents are down because of the weather (which is bull. Look across North America and you’ll see lots of places that have had major storms, lots of accidents, and fewer cars to fix than in the past) • Gas prices • World markets • Lots of unemployment • There are too many shops • Not enough cars Things are tough, but it’s not just you, and we can’t count on the situation to change to save our businesses. The world has major hurt in all fields of employment, not just the collision trade. We must find new business,

hen was the last time you handed out raises?

have a enough sense to lay down. You are bleeding internally and dying a slow death, and no one cares. When was the last time you handed out raises to your staff or increased their benefits? Shame on you. What’s that you say? We can’t afford it? Baloney! You need an increase? What’s that you say? They won’t give us one. Our industry needs to collectively grow a pair and start telling the insurers we need more money to continue. All you repairers who continue to say unfair labour rates don’t exist, and that people need to suck it up and join the real world, shame on you. You need to grow a spine. I know there are elements in the industry that are slow to react because they think the situation’s temporary or out of their control. To name just a few of the complaints I hear regularly: • People are watching their money now because the economy is bad • There are new laws on text messaging while driving • Longer-lasting cars with no rust

find ways to save, and fight for fair rates. And we must pull together to make it work. Wake up and get on a bus that has a map—that knows where it’s going. If you can’t do that, stop the bus and get off. You’re lost, and you’re hurting the industry. We need to make it happen now. There is no more time to try to get it. This is wake up call to all who can’t spell W-A-K-E U-P. Try it—you may still have a chance. And if you don’t, the insurers will continue to squeeze you out. Say no! Try or die! Don’t get me wrong, there are some insurance partners who understand and feel our pain. Those are the ones who work with us. We can’t paint everyone with the same brush. The same applies to shop operators: you know who you are. Who am I to judge, any way? This is some food for thought— no insult intended. CRM

CANADA HAS CHOSEN ITS BODY SHOP Why Should I Convert My Body Shop To A Maaco? Maaco is ranked #1 in its category by Entrepreneur Magazine in its Franchise 500 List Maaco has a Canada-wide 97.4% customer satisfaction rating [measured by CSI Complete]

Maaco receives 75% of its business through retail out-of-pocket customer pay Maaco services more than 500,000 customers / year in North America [572 more customers / year per shop on average than a traditional body shop]

Maaco Canada average store volume = $1 Million PLUS Half of Maaco’s Canadian shops achieve average sales of over $1.4 million annually with a 12% average net profit

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Sam Piercey is the co-owner of Budds' Collision Services in Oakville, ON. Sam is a long-time Coyote member and sits on many boards and committees. He can be reached at sam@buddscollision.com.

july 2010 collision Repair 19

who’s driving?

NewReality The Good Old Days are gone. It’s the New Good Days.

By Jay Perry

ach of us has felt the anxiety of the current economic climate. Even the formerly super-hot markets have cooled to a reasonable pace and in many cases are having a hard time keeping a full agenda for the shop. We keep giving each other the encouraging talk of how cyclical this business is and how it will swing back to the “good old days.” I beg to differ. I believe that the good old days have gone forever. We have too much change afoot to suggest that things are returning to a “normal” state.

few of them, there is a chance at survival. Those in the majority will not survive, at least not in a viable form. This is a good thing even though it is painful. It takes creative thinking and inventive ways of collaboration that have not been acted upon in the past. Most of all, I will go back to the comment, this will be painful. Too many people have their egos in the way of being able to change. They have always run a successful business, made good money, gained a reputation for good work and enjoy a certain com-

mall innovations win you business. think tortoise v. hare. I am not a doomsayer—I also believe that this is a time of opportunity for those who act in a bold fashion. In my view, it is time to grab more market share, employees and loyalty (yes, it still exists). I have been watching the decline of one of the most advanced players in the industry over the past few years and where the problem started is with a belief that business was to be conducted as usual. It cannot. Business environments change and so must we. As an industry, we have seen the heralding of the waterborne paints nation wide lately. We have seen a return to qualified technicians being available. We have seen very highly qualified office workers become available. Are you savvy enough to see the opportunity when it presents itself? Have you snapped up some of this talent? Have you put your team on notice that business as usual is not acceptable any longer? Have you built a new paradigm of what your business is doing in today’s market? Have you explained it to the people that will help you create that new business? If we’re realistic, most people will have to honestly answer “no” to these questions. For the few that get it and have been able to answer yes to a

20 collision Repair collisionrepairmag.com

fort level after years of applying themselves. What many of these industry people have forgotten is that they once were the creative, innovative people that displaced the generation prior to their success. When they lose sight of that fact and start thinking in terms that are complacent in nature, they have entered the danger-zone for business. Innovate or die! This is the model that, if you can properly grasp it, will propel you to the top and keep you there. What most do not grasp is the continuous portion of continuous improvement. Small innovations done on a regular basis (think tortoise v. hare) will bring you across the finish line ahead of those who are more of a flash in the pan. Bringing in fresh blood, going to conferences outside of your usual comfort zone, meeting with a multitude of movers and shakers—not just our industry types—will spawn ideas to help you move forward. Listening to those around you, truly listening, can help you be the one who is driving. CRM

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

A World

of difference Offering a complete line of product solutions to support your waterborne conversions. 3M’s PPS™ Paint Preparation Systems offer productivity improvements to save time and money. Contact your 3M Representative at 1-800-364-3577.

Meeting your needs – yesterday, today and tomorrow.

prairie view

onesizefits? Will the real answer please stand up? By Tom Bissonnette

ver wonder how your marketplace squares up with the rest of Canada? I do. I often wonder if the comment “it doesn’t matter what your labour rate is, the repair cost will be the same clear across North America” is true or not. Even something as simple as “cost severity” is confusing when you compare public insurance markets to private markets, which generally have more customer pay (just make it look good at 100 km/h!). I have an idea to give us a glimpse of whether this statement is true or not, but I need your help. Attached to this article are pictures of damage to the left quarter panel of a 2004 Chevrolet Suburban. I need you, or one of your estimators, to write an estimate on this damage based on the following rules:

22 collision Repair collisionrepairmag.com

2004 Chevrolet Suburban with a damaged left quarter panel. How much would it cost you to repair this in your market?

prairie view

• Use your local labour rates and most popular estimating profile. • Do not calculate any taxes into this job. • Use your best judgment based on the photos to determine the repair time for the metal work. • Use whatever estimating system you prefer, ADP or Mitchell. • Use your local market allowance for paint and body material rates. • Repair this vehicle to pre-accident condition.

>>>

have an idea But I need your help.

Submit your estimate to fix this dent by August 2, 2010 and we’ll enter you in a draw for an iPod Nano! Three runners up will win Tim Hortons gift certificates!

Here is the damage from a different angle to help you better assess it.

When you have completed your estimate please either email it to tom@parrautobody.com or fax it to 306-373-5512. I will have a full report ready for the next CCIF meeting in Montreal on September 25, 2010 and the report will be printed in an upcoming issue of Collision Repair magazine. CRM

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

Enter now and win!

Assured Automotive

Cares “

ENOUGH TO BE PROPERLY

TRAINED D&E EQUIPPED NOT BECAUSE WE HAVE TO, BUT BECAUSE WE WANT TO.

TRAINING IS ESSENTIAL IN TODAY’S INDUSTRY

”

Assured recently held the Grand Opening for their New Facility located in Kitchener, Ontario. With Insurance, Dealer and Supplier partners in attendance Assured celebrated their Grand Opening in Grand Style. Assured purchased the collision centre from Steve Scherer Chevrolet Buick and continues on as their exclusive collision repair centre. "Kitchener Waterloo is an important market for Assured Automotive" said Tony Canade, president of Assured Automotive. "We are extremely confident that we will be in a position to better serve our Insurance and Dealer Partners with the addition of Assured Kitchener."

D URE ASSNORED HO

Left to right: Rob Faucher, Manager of Assured Kitchener, Keith D’Silva, Shawn Little and Des Browne.

july 2010 collision Repair 23

training

I-CarOnline Canadian I-CAR training made easy.

By Andrew Shepherd

ost of you will know by now that AIA Canada has taken over operation of I-CAR training in Canada. For the most part there will be no discernible differences resulting from the transition—the instructors are the same highly experienced industry experts; the courses provide the latest in technologies and repair techniques, developed in conjunction with the industry’s largest

All technicians and managers can log on to AIAcollisiontraining.ca. (If you haven’t received a login name or password yet, give us a call at 1-800-808-2920.) You’ll see your new Canadian I-CAR number— prefaced by the letters “CA.” Under “My Information” you’ll see your training records as well as your personal information. Under “Training” you’ll see a calendar of upcoming training events.

Click on a training session, then click on “Register” to sign up for the course. If we have assigned you management rights for your location, you can add yourself and your staff to the training session. Then click on “Pay Now.”

Finally, type in the amount you will be paying. Managers can buy coupons by clicking on “Reports,” “Coupon Usage,” or you can pay immediately via credit card or by phone. Click on “Submit” and (if you chose that payment method) a credit card payment form will become available. (Note that your browser must allow pop-ups for this to happen).

You can arrange a training session for your staff at any time by giving us a call at 1-800-808-2920—generally we look for a minimum of 12 trainees for any given class and we’ll market the session extensively to recruit the required class size. Moving from fax and paper registrations to a modern web-based administrative portal makes it easier for you to register your staff for training, to pay for training with discounts for purchases of five seats or more, and 24 collision Repair collisionrepairmag.com

manufacturers; the four-hour classes are available day or night in almost any location in Canada. However, there is one big change to I-CAR training that customers will see: the new online administration program. If you want to arrange training for your staff or see training histories for your shop and technicians, the system should be able to help you out. Here’s how it works:

to keep track of employee training records. For more information on I-CAR training in Canada please visit AIAcollisiontraining.ca. CRM Andrew Shepherd is collision training director overseeing the delivery of I-CAR and partner training to the collision sector in Canada. You can reach him at andrew. shepherd@aiacanada.com.

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features

Process Product The

is the

3M’s new standard operating procedures are helping shops streamline. By Darryl Simmons

f you’ve ever been in charge of a collision repair operation, you’ll have a special appreciation of the problems of inconsistency. There are as many ways to prep a car as there are preppers, and every one of them has a unique set of tools. Under that system, every time managers have new hires, they would find themselves catering to a whole new process, buying new materials and often adding headaches during the transition. Some painters want spray-on masking, some paper. Some preppers like 150 grit and some 120. Some have incorporated “hidden” steps that they learned from their mentors. The bottom line is this: a lack of consistency can impact the bottom line. “If a lot of my technicians had it their way, they’d bring in a lot of different products,” said Lawrence LeBlanc, manager of Stampede Collision Centre in Calgary. Having unique set-ups can work well enough for individual, already-trained techs, but it raises a lot of problems for the business at large. It’s a situation the team at 3M Automotive have been hearing about more and more, particularly from large, progressive collision repairers. An increasing number of multiple store owners were looking for

For Gord Hodson of Don Butt Auto Body~CSN (left), 3M’s SOPs didn’t begin his streamlining efforts, but they helped act as a stepping stone to the facility’s ultimate efficiency goals.

help in developing standard procedures for their operations. With more than 30 years experience as a global leader in developing processes and providing solutions, 3M was an obvious choice for the shops to look for guidance. The result: 3M went to work to putting together a set of standard operating procedures (SOPs) that could be applied to any repairer, anywhere. Today, shops across Canada are using the SOPs to remove a lot of the guess work in their operations. LeBlanc and the team at Stampede Collision haven’t looked back. “It’s easier to train people. It just makes our operation work a lot easier,” he said. “They make it easier for us to make a profit.” Essentially, 3M’s SOPs help them run as a lean business. 3M’s sales representatives had found

26 collision Repair collisionrepairmag.com

that a lot of owners and managers understood the concepts of lean, but with time at a premium and specific needs not addressed by overly generic manuals, the transition was taxing on personnel. Lean has long been held in esteem in management theory, but enacting it in the fragmented collision repair industry has been very difficult—almost impossible. The people at 3M are undaunted by the wide divergence of methods, preferences, and idiosyncrasies seen in the collision repair industry. “The importance and relevance of process– vs people–centric is intrinsic to the success of major businesses throughout the world,” said 3M’s Craig Jalbert. “With our vast global knowledge and experience we could look to successful practices not only throughout the world, but over the course of time as well.”

features

Barry Bischoff, general manager of A1 Auto Body, brought in the SOPs after his rep at Advanced Coatings Technologies— their 3M distributor—recommended the program. “Everything’s way more consistent now,” Bischoff said. “The prep work is way more consistent. And the detail work is way more consistent because we’re also using the 3M polishes—we have SOPs for that as well.” Not only are these standard operating procedures extensive, they’re also very easy to understand. This is thanks to the posters 3M developed, which provide simple yet informative reminders that operators can hang up near work stations. Already 3M’s new SOPs are helping numerous shops tighten production, keep operations consistent and, most importantly, save money. “Standardizing processes is definitely a good idea, because right now we’re trying to standardize all of our processes in all our stores,” said Peter Chavez, who owns and operates several CARSTAR facilities

along with his partner Ian Ladd. “We personally own around six locations in southern Ontario. So for us it’s important that every location uses the same materials and have the same systems in place.” As more and more facilities adopt 3M’s SOPs, the pressure will grow for others to follow suit. It doesn’t take long for the efficiencies and simplicity of a good standard to translate to lower costs, which in turn gives a competitive edge. “They’re obviously a benefit,” said Fix Auto Nepean’s Charles Bottomley. “They simplify everything. With them, we get fewer errors and need less redos. The SOPs also help with material costs.” Gord Hodson of Don Butt Auto Body~CSN concurs. Like a lot of modern facilities, their team was already working to streamline their workflow. 3M gave them a considerable helping hand with the new SOPs. “Each time we look through our processes we try to have smoother and smoother production,” Hodson said. “Keeping everybody on the same page really helps.” CRM

Above: Kenn Au (painter) and Peter Chavez (VP and COO of LC Group of CARSTAR Collision Centres) talking about 3M’s body prep SOPs. Top: 3M’s painting SOPs poster.

july 2010 collision Repair 27

profiles of success

total

Satisfaction The team at Fix Auto Niagara Falls hasn’t received a customer complaint in two years. What’s their secret? By Joe Rayment

A FIX AUTO NIAGARA FALLS SNAPSHOT 4563 Bridge Street Niagara Falls, ON L2E 2R6 (905) 356-0744 Staff Techs: 3 Preppers: 2 Detailers: 1

Painters: 2 Office: 4

Systems Guy Chart 360, Chart fast tracks (2) Measuring: Guy Chart Booths: Devillibis concept cure II Spraybake 2K Paint: Sherwin-Williams AWX Waterborne Frame:

28 collision Repair collisionrepairmag.com

little more than a decade ago, Fix Auto Niagara Falls received a gift from the collision repair gods, so to speak: hail. One storm flooded their facility with business for almost two years. Anyone can witness a storm though; Fix Niagara (Cataract Collision Centre at the time) thrived. They did a lot of volume very efficiently, which got attention from insurers. It was luck for those customers, however, that they came across Bob Prest’s facility—he and his team take particular pride in leaving people with smiles on their faces. “We rely on quality, basically,” Bob said. “We’re fussy. We make sure that the jobs are right. That’s what it’s all about these days. You want the customers to come back.” Which sounds simple enough, but the Fix Niagara team takes it to the next level. If an insurance company only pays to do a certain panel and Bob thinks they’ve got to do the next one, he’ll do it, free of charge. Better to absorb the cost than to hand back a less than flawless vehicle—it’ll pay off in the long run. No matter what type of repair a vehicle comes in for—they do collision, glass and mechanical—it leaves the facility spotless, inside and out. “I’ve had—this is no word of a lie—a customer call me up and say ‘you know what, I’ve got to bang my car up [again] because you did such a beautiful job on the car.’” Bob told the customer to bring it in and he’d clean it up, free of charge. Let’s skip the accident. It’s this refreshingly traditional approach to business that won Bob’s facility Fix Auto’s customer service award at the recent convention in Halifax. As it turns out, since joining the Fix Auto network in 2008 the facility has maintained a customer satisfaction score of 100 per cent—zero complaints for the

profiles of success

almost two years Fix has been polling Niagara Falls customers. To draw an analogy, Bob and his team are pitching a perfect game. Fix Auto president of Ontario, Alberta and Atlantic Canada Steve Leal was on hand at the conference to hand Bob the award personally. “Bob and his team have always been driven by the success of achieving the highest in customer satisfaction possible,” Leal said. “In 2009, his efforts paid off by reaching 100 per cent. He has proven to us that 100 per cent is an achievable goal.” Fix Auto Niagara is a family-operated business in the truest sense. It’s owned jointly by three partners—all Prests. Bob manages operations with the help of both his wife, Beth, as well as his son, Robert Prest Jr, who’s been management at the facility for 11 years now. Bob’s entire staff might as well be his family though, even if there isn’t always a blood connection. Most of the team at Fix Auto Niagara Falls have been with them for between 15 and 20 years (22 years in one case). Before the current situation, Bob ran the business as a partner with his father. And before that, Bob was working his way up through the operation as a paint tech under his father’s direction. “Even when I was 10 years old, I was there in the summer time. Though I was goofing off most of the time, to be honest,” Bob said. “But I’ve always been in the industry. And I’ve seen change.” Before joining Fix Auto, Bob was an independent operating under the name of Cataract Collision Centre. It was the situation that worked for them. But a few years ago he noticed the industry was going through a dramatic shift. Insurance companies he’d been working with for more than a decade started leaving, and the loyalty of individual customers seemed to disappear almost entirely. More and more, people would simply go where their adjusters suggested, and it began to impact Bob’s business. Fix Auto had been interested in the facility for a few years at the time. “When I first met with Bob on the Sherwin-Williams cruise, I knew I wanted him to join our team,” said Steve Leal. “I could feel his passion for the business, and passion is the key to success.”

Above: Fix Auto Ontario, Alberta and Atlantic Canada director of operations Mike Kaplaniak and president Fix Auto Ontario, Alberta and Atlantic Canada Steve Leal (left and right) presenting Bob and Beth Prest (centre) with Fix’s customer service award in Halifax.

They signed on with Fix in 2008. Since then, business has boomed and they haven’t looked back. “They’re a great partner,” Bob said. “Because if you ever need support for anything, you can call them. They’ll have answers or can get answers for you….[And] if you want to increase your volume—insurance volume— franchise is basically the way to go.”

We’re fussy. That’s what it’s all about these days—you want the customers to come back. Fix has been extremely effective in getting insurance business to Fix Auto Niagara’s door. Once there, based on the response they get from customers, the Fix Auto Niagara team has been similarly effective in maintaining and improving Fix’s relationship with insurers. Bob has recently signed on to implement the ABS Enterprise system, which is a joint effort from Fix, Mitchell and

Sherwin-Williams Automotive Refinishes to standardize practices and provide true materials costs for paint supplies. “In the very near future, Bob will be utilizing a technology from SherwinWilliams, which allows for an interface with the paint mixing system,” said Sherwin-Williams’s Daryll O’Keefe. “He will be amongst the first shops ever to be able to supply the true cost of paint and related materials.” Bob has been a loyal Sherwin-Williams customer for more than 15 years, and O’Keefe has been Bob’s primary contact there for years. In that time, they’ve gotten to know each other quite well. It was hardly a surprise to O’Keefe when he heard of Fix Auto Niagara’s customer service award. “The energy that Bob puts into everything he does also translates directly to how they treat their customers,” O’Keefe said. “Everything Bob does is done to the maximum of his ability.” Bob gives a lot of credit for the facility’s success to his team. The same can be said for the support network around the collision centre—Fix Auto, which is still a relatively new relationship, and SherwinWilliams, who have been helping support the facility and its infrastructure for a decade and a half. It’s a team effort, and Bob has no doubts about the results. “Partnering up with Fix and Sherwin-Williams was the best thing we ever did.” CRM july 2010 collision Repair 29

Features

IBIS 2010 Report

london calling This year’s symposium raises the standards issue. By Darryl Simmons Canada’s own Sam Malatesta, CEO of ClaimsCorp International, speaking as part of a panel on networks.

Collision Repair magazine publisher

Darryl Simmons (centre) with the other

IBIS Publishing Partners.

IBIS chair Chris

s always, the International Bodyshop Symposium (IBIS) proved truth to the maxim “think globally, act locally.” With a theme of standards threaded throughout the two-and-a-half day conference, speakers from across the globe discussed, debated and openly pondered the need for standards across the international collision repair community. The purpose over the two days was to develop an economic framework for “standards” from the perspective of repairers, insurers and the OEMs.The goal was to be much more strategic in approach by bringing in outsiders to shine a light on the collision repair industry and make it relevant. “IBIS is an enemy of mediocrity, seeking excellence and looking for standards to blaze a path,” said David Lingham in his opening address. It was a fitting introduction to former director of the World Economic

Forum, Dr Frank-Jürgen Richter. Richter says in a world perspective, Europe and North America need to re-engineer their futures using the most recent economic crises as a catalyst. Overall, China and India are up, Russia is down and Europe and North America are out. Despite a growing group of protectionists who want to keep emerging economies away from profits, globalization is here to stay, Richter says. According to him, there are two elements that can help the business community succeed. First, take a long-term view—realize you are in your business for the long haul. Secondly, become more engaged and create alliances by developing a business model that can adapt to combat anything that’s thrown at it. Opening the second day of the event was Britain’s Speaker of the House John Bercow, who talked about how standards left un-monitored become nothing more

30 collision Repair collisionrepairmag.com

Mann addressin

g the crowd.

than mere guidelines. He talked about the recent spending scandals among British MPs who flagrantly disregarded and abused protocol to use public money for, among other things, moat maintenance around one MP’s home. As a result of the abuses coming to light, new standards for spending have been implemented and enforcement is guaranteed not only by public scrutiny, but by legislation. A comparison was made between the relationship between insurers and repairers who are looking to build a trust to avoid constant scrutiny throughout their relationship, which is not only costly, but it inhibits a true partnership. “You must hear the voices of the smaller players because a standard shouldn’t be a cloak to prevent the entry of smaller players,” Bercow said. “On the other hand, you can’t deliberate forever, so you need a process to get to a conclusion. You need collaboration, but within a time frame

features

on Duplantie Fix Auto Canada’s Man sette (chairman). (president) and Guy Bes

CARSTAR’s president and CEO Sam Mercanti and executive VP Larry Jefferies.

Collision Repa ir publisher Da rryl Simmons British Speake and r of the House John Bercow.

Lesley Upham, Thatcham’s communications director.

IBIS Alain Schneider, editor-in-chief of nces Auto. publishing partner Prologos/Refere

to produce results. Otherwise, standards have to be imposed. “In the end, self-regulation is always preferable, but it must be in your best selfinterest to be held to account.” In the UK, the PAS 125 Standard, introduced in 2007 by Thatcham and BSI, developed in conjunction with input from OEMs, insurers and repairers. It has since been widely accepted. Observers attribute the success to the use of the standard by insurers to determine not only which facilities get the work, but the amounts to be paid. “[The standard] is a result of recognizing a looming problem and turning it into a voluntary process,” said Lesley Upham, Thatcham’s communications director. “From a consumer standpoint, good standards mean good business.” The PAS 125 standard is available to any association or government in the world to use free of charge.

Advantage DS Ltd’s Bob Kirstiuk (president) and Leigh Mase (UK managing director).

Warren Farrar (AVP clai ms, State Farm), Vincent Romans (president and CEO, Romans Group LLC ) and Dean Barry (AVP of claims, State Farm).

Canadians were well-represented in IBIS 2010, outnumbering representatives from many countries with far higher populations. On this front, our collision repair community demonstrates again and again just how engaged they are in the latest business managements trends and techniques. “IBIS continues to provide strong value from a global networking point of view,” said Larry Jefferies, executive VP of CARSTAR Automotive Canada Inc. “The topic of ‘standards’ continues to be particular interest to us, as we continue to build our network in Canada,” he added. “There continues to be strong validation from the conference on the value of having standards, both from a repair quality point of view, the ability to regulate who can repair the cars, the ability to attract quality technicians and to ensure those that comply with the standards are compensated according to the investment

required to deliver the expected results in quality and the customer experience.” CARSTAR president and CEO Sam Mercanti was similarly enthusiastic about this year’s Symposium. “IBIS, under the leadership of Chris Mann and the rest of his team, has done a lot in the past ten years to elevate our collision industry on a global base,” Mercanti said. “Knowledge is power, and knowing what was happening in other countries made CARSTAR Canada a better company.” As always, IBIS covered enough ground to fill a volume of texts on collision repair—we’ve just scratched the surface. Visit collisionrepairmag.com for an expanded report on this year’s events and stay tuned to future issues of Collision Repair magazine to plug in to more of the conversations broached at this worthwhile international forum. CRM july 2010 collision Repair 31

women of the industry

CARSTAR’s Rising Star Lisa Mercanti-Ladd isn’t going to let anything keep her from making CARSTAR the best it can be. By Sasha Erfanian

Women’s Industry Network (WIN) is a not-for-profit organization dedicated to encouraging, developing and cultivating opportunities to attract women to collision repair while recognizing excellence, promoting leadership, and fostering a network among the women who are shaping the industry. Collision Repair magazine is pleased to announce that Lisa Mercanti-Ladd and every woman profiled in our Women of the Industry section will receive a membership to WIN.

isa Mercanti–Ladd was born to go into the collision repair industry. Her father, Sam Mercanti, built CARSTAR from the ground up into the titan it is today. And Lisa’s been there every step of the way. After finishing university, Lisa was approached by her father to work for him around the time he bought the rights to CARSTAR. She began by working under Larry Jefferies, Sam’s second-in-command. Even back then Lisa’s drive and ambition were evident. “I ordered business cards that said director of customer service—so basically I promoted myself to director in the first six months.” While she eventually decided to throw the cards out, she made it clear she wasn’t going to settle on being anything but the best. Over the years, as CARSTAR grew, so did Lisa’s role in the company. She is now the associate vice president of marketing and client services. She’s in charge of building the brand and providing value to insurance and franchise partners. She is also a member of CARSTAR’s executive group. She’s a strong believer in teamwork and giving her staff the freedom to make decisions and be creative. “It’s empowering the team, letting them take charge and letting them think for themselves—I’m a really big believer in that because you get fresh ideas.” Her unique approach to marketing and franchising has resulted in many successes for CARSTAR as a whole. Their new “Where Accidents Unhappen” campaign is a testament to Lisa’s belief in the importance of creativity. Recently, she was on hand to accept the Canadian Franchise Association’s prestigious Award of Excellence in Franchising on behalf of CARSTAR. This is the first time a company from the collision repair industry has received this honour. Lisa had to overcome many obstacles to get where she is today. Like many women in the industry, she operated behind the scenes during her early years at CARSTAR. When the time came for her to take

32 collision Repair collisionrepairmag.com

Lisa Mercanti-Ladd, CARSTAR’s AVP of marketing and customer service.

centre stage at the company, she had to face some of the challenges that came with the enhanced role. One of the hardest things for her to do was balance work and family. “It’s tough but you can do it. You have to be really organized.” Her family philosophy is very similar to her work philosophy: you need a good team. “I have a lot of supporting people—my mother helps, my neighbours help. My husband and I have found a way to make it work so both our family and businesses thrive.

“I’m not a fan of things that are just okay. I want to do things that are extraordinary.” Her relationship with her father has evolved much since they began working together 15 years ago. To her, he is more than just a parent or a boss; he’s an ideal. “I look at my father as my mentor,” she said. “He’s the person I want to be like, he’s a wellrespected man, he works hard, he’s smart, he gives back and can balance it all. ” Lisa’s proudest moments in her career are when she sees the joy of franchisees when they accept awards at the annual conference, and when she sees the effects of the philanthropic work that CARSTAR does for cystic fibrosis. “I want CARSTAR to leave a really strong legacy for all of our family and friends and bring pride to this industry.” For Lisa there is no such thing as “good enough.” She is driven by a keen desire to excel and to transcend the status quo. “I’m not a fan of things that are just okay and in people doing things that are just fine. I want to do things that are extraordinary.” CRM

features

Before

In with the

new

n the 28 years Jack Bongard has been repairing cars in central Ontario’s Durham Region, he’s seen a lot of technological advances. He also has enough experience to know he should trust his tried and true equipment. But there comes a time with every piece of equipment when you have to consider replacement. For Bongard, owner and operator of Bongard Collision in Ajax, Ontario, that time came when he saw that payments on a new spraybooth would cost him less than the maintenance on his tired existing booth. Bongard had just begun researching the plethora of different booths on the market when a paint representative (Perry Gummerson) recommended he call Roger Turmel of AutoQuip Canada, distributor of Garmat spraybooths in Canada as well

How Bongard Collision Centre revolutionized their productivity in just a month. By Sasha Erfanian

as other shop equipment. “First we start by producing CAD [computer-aided design] drawings to fit the equipment within their facility and we ran through several flow scenarios to find ways to maximize their efficiency and production,” Turmel said. The next step for Bongard was to find the perfect booth for his shop. Luckily, with a little help from his painter and the people at AutoQuip, the decision was an easy one to make. “I got several quotes and went over them with my painter Gord Wry—he knows that Garmat is the Cadillac of booths,” Bongard said. In the end Bongard decided to go with the high-end Garmat 3000 Series Downdraft Spraybooth, which excels in airflow, lighting and numerous standard features to

34 collision Repair collisionrepairmag.com

make a paint tech’s life easier. For Bongard, it was the perfect choice for his shop. The next step for Turmel was to help Bongard get the proper building and environmental permits. This meant planning the logistics of the installation including coordinating all the sub-trades: electrical, gas, concrete pit work, roofers, and fire suppression systems. Meanwhile, Bongard had to make room for his new spraybooth by selling the old one. He was in charge of the sub-trades while the team from Roger Turmel and Jack Bongard celebrating a job well done.

features

“Our Focus is Spray Booth Filters!”

Before

The recent upgrades to Bongard Collision Centre breathed new life into the already profitable Ajax, Ontario shop.

AutoQuip instructed the purchaser’s team on how to safely tear down and transport the old equipment. Soon afterward the contractors came in to cut the concrete and dig the pits. It took them about a week and a half. That’s when the real work began for Turmel’s team. “Throughout the process of the installation, we worked with Bongard and scheduled all the contractors, the electricians, the gas fitters, and the roofers to coordinate everybody so everything came in on time,” he said.

“In every aspect, it is above and beyond what we had.” “Most shops only have one spraybooth or possibly two, but the reality is when they shut down their spraybooth they are no longer able to paint for a period of time while the new equipment is being installed, or it reduces their capacity significantly—so the timing is critical. Everything must be planned and organized well so we can get the equipment in and running as soon as possible.” After the booth was installed there were still a number of smaller tasks that

had to be done to get the booth fully operational, (they still had to install the fire suppression systems and airline work, for example). However, the decisive battles had been won. Overall the spraybooth installation took about one and a half weeks and concrete work was about a week and a half. The full renovation was 100 per cent completed in just under a month. Already Bongard Collision is enjoying the fruits of the labour. “In every aspect, it is above and beyond what we had expected” said painter Gord Wry. “The airflow alone starts to dry the DuPont Cromax Pro waterborne base coat before we even get to put the fans on. This is one of the cleanest booths I have painted in,” he added. “It has almost eliminated my wet sanding and polishing time. If you’re painting six to eight cars a day and you don’t have to polish them, that saves a lot of production time.” They still need some time before it becomes clear exactly how much work flow has improved, but the team at Bongard is already seeing improvements. It took a month and a lot of work, but it’s proved to be well worth it. It’s a decision that’s paid off particularly well in their case. Bongard Collision Centre has been an industry exemplar for decades now. After all that time leading the collision repair pack, this recent makeover ensures they’ll only strengthen their position in the years to come. CRM

• • • •

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

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36 Armstrong Ave., Georgetown, ON L7G 4R9

july 2010 collision Repair 35

features

to get

License Skilled Skills Canada brings the competition up another notch this year, inspiring autobody and collision repair students to further their trade.

By Megan Ng

he 16th annual Canadian Skills Competition was held at RIM Park and the Waterloo Memorial Recreation Complex in Waterloo, Ontario from May 20–May 23. The national competition is one of the most highly anticipated events for both students and educators alike in trade and technology sectors. It showcases Canada’s largest display of youth talent in the trade and technology industries. Sixty-three competing areas and 65 exhibitors were divided across the 500 acres at Rim Park. “We encourage students across the province through our programs and competitions with the message that skilled trades and technology are viable and profitable areas of employment,” said Skills Canada executive director Gail Smyth. “It is such an urgent message for young people to hear because skilled tradespeople are greatly needed to fill the gap left by retirees.” The competition is the only time of the year students from all over Canada in secondary, post-secondary and apprenticeship programs are joined together to compete and celebrate careers in skilled trades and technologies. This year, the number of participating students increased to almost 1700. The event kicked off on May 18 with a media meet and greet breakfast. Guests in attendance included the Minister of Training, Colleges and Universities, John Milloy and Mike Holmes of Holmes Inspections. Competitions in collision repair and autobody painting are offered at the secondary and post-secondary level, encouraging youths to start planning career paths in skilled trades at a younger age. First-time competitor and national silver medalist in autobody repair Robert Scholtens knew from a young age that he was going to work with cars. Currently, he is working on completing his remaining 100 hours of training at Pine Tree Autobody in Powell River, British Columbia. He was encouraged to attend Skills Canada by his school and instructors at Vancouver Community College. “Skills Canada does an excellent job in promoting the auto industry and other skilled trades,” Scholtens said. “Securing my medal and attending the competition has given me the confidence that I can one day own my own collision shop and follow my dreams of auto restoration.” 36 collision Repair collisionrepairmag.com

As the hosting province to the national competition this year, Smyth was proud to see 50 of the Ontario students were able to bring home medals, eight of which will be able to move on to the 2011 World Skills competitions in London, England. Guest speaker Dan Van Holst, Skills Canada veteran and 2009 World Skills competitor in automotive repair, was inspired by his rigorous training to follow in the footsteps of his educators. “The year of intensive training and hard work to get there was truly incredible and an amazing experience,” Van Holst said. Aside from working full-time at his father’s shop in Kitchener, Ontario, Van Holst also teaches part-time at Conestoga College and tutors part time for the Ministry of Training, Colleges and Universities. “We are so proud of our students as they continue to reach for perfection in their skilled trade,” Smyth said. “We can learn so much from our students as we watch them compete with excellence.” CRM

Top-left: Gloria Mann of Collision Repair magazine, Bettina Burgess of Gowlings and Gail Smyth of Skills Canada. Top-right: Skills Canada competitors in actions. Bottom-right: Robert Scholtens of Vancouver Community College and Pine Tree Autobody. Bottom-left: The Honourable John Milloy of the Ministry of Training, Colleges and Universities and Megan Ng of the Collision Repair magazine Training Directory.

Bottom right Photo courtesy of Domingo Ramoncito Salviejo, Program Assistant Automotive Collision Repair and Refinishing Programs Vancouver Community College (VCC)

THE FOCUS IS ON YOU Maintaining your competitive edge takes focus. You must focus on continuing your skill-set development, mastering the latest repair techniques, improving customer service procedures and staying in-tune with the industry. This year’s NACE shares your focus and is all about YoU. NACE is your resource for everything collision repair related. Still the only globally-recognized event specifically designed for the collision repair professional, NACE delivers high-quality education, unmatched networking opportunities and a comprehensive Exposition of top industry manufacturers and suppliers.

NACE 2010... Focused On Being Your #1 resource For Getting Answers And Solutions ✔ ALL NEW! ASRW Forum and Reception – addressing the most important industry issues and best practices ✔ Essential educational sessions led by experts in their field ✔ Power-packed schedule – four full days of value and take-away techniques ✔ Unmatched networking with industry leaders and fellow colleagues ✔ Additional educational offerings by I-CAR, PCI and ASE ✔ Free on-floor education, product demos and OEM Pavilion with brand reps on-hand for expert consultation ✔ World-class Exposition – leading companies representing the latest collision repair equipment, products, services and technology ✔ Co-located with CARS featuring more exhibits and sessions geared for mechanical service and repair

Visit www.nACEexpo.com for all the details and program information.

Exposition: October 11-13, 2010 ConfErEnCE: October 10-13, 2010 Mandalay Bay Convention Center Las Vegas, Nevada USA

888.529.1641 www.NACEexpo.com

NACE is held during Automotive Service & Repair Week (ASRW) and co-located with CARS.

REGISTER ONLINE TODAY! Go to www.nACEexpo.com to register by the August 17th “Early Bird Deadline” to get the best deal – the best value – and to book your housing early!

training map

Training Welcome to Collision Repair’s first national Training Map. Use this tool as a one-stop-shop glance at what our industry is doing to continuously improve itself, and what you can do to stay on top of your trade.

Western region july 12-13 AkzoNobel Vancouver, BC Sikkens Autowave Product Training 13 Audatex Online Audatex Estimating: Advanced Software Questions and Answers 13 Sherwin-Williams Winnipeg, MB AWX Application and Colour Simplicity 19-20 AkzoNobel Vancouver, BC Sikkens Autowave Product Training 23 AkzoNobel Vancouver, BC Introduction to Tinting Autowave

23 Audatex Online Autosource: Motorcycle Valuations

27 AkzoNobel Vancouver, BC Introduction to Tinting Autowave

20-24 AkzoNobel Winnipeg, MB Autowave TrainingClass TBD

23-24 PPG Edmonton, AB Colour Adjustment Designed for Aquabase Plus

26-27 AkzoNobel Vancouver, BC Lesonal WB Product Training

30-31 AkzoNobel Vancouver, BC Lesonal WB Product Training

21 PPG Edmonton, AB Aquabase Plus Certification

27-28 AkzoNobel Vancouver, BC Lesonal WB Product Training

AUGUST

september

22 Dupont Vancouver, BC Lean Thinking—Part I

28 Sherwin-Williams Calgary, AB Staff Product Training

9-10 AkzoNobel Vancouver, BC Sikkens Autowave Product Training

13-14 AkzoNobel Vancouver, BC Sikkens Autowave Product Training

17 Sherwin-Williams Winnipeg, MB AWX Waterborne Basecoat Painter Certification

14 AIA Canada Edmonton, AB Drivetrains and Engine Mounts

23-24 AkzoNobel Vancouver, BC Sikkens Autowave Product Training

14 Dupont Winnipeg, MB Lean Thinking—Part I

LEAN AUTO BODY LIVE ONLINE TRAINING Conducted by Chris Ortiz, author of LEAN Auto Body: The Lean Implementation Guide for the Auto Collision Repair Industry. PREMISE Kaizen Assembly, a premier provider of LEAN auto body training and implementation, offers live online training/webinars so participants can be trained in the comforts of their office or home. Often the biggest expense in acquiring outside training is the cost of travel. With Kaizen Assembly’s webinar training, body shops can maximize their investment in LEAN.

38 collision Repair collisionrepairmag.com

28 Sherwin-Williams Langley, BC Staff Product Training 27-29 AkzoNobel Vancouver, BC Sikkens Autowave Colour Tinting 30 AkzoNobel Vancouver, BC Introduction to Tinting Autowave

LEAN AUTO BODY COURSES: • Introduction to LEAN Auto Body • 5S and the Visual Body Shop • Lean Parts Room • Lean Repair Flow and Visual Control • LEAN Auto Body Certificate Series ˜ SIGN UP FOR ALL CLASSES ˜ Prices range from $375 to $750 per company

Tel: 360.715.2129 or visit www.kaizenassembly.com or email Patricia at patriciabrunhirl@kaizenassembly.com

training map

M a p 2010 July – October

atlantic region july 3 Audatex Online Audatex Estimating: Advanced Software Questions and Answers

september 23 Audatex Online Autosource: Motorcycle Valuations

For information on how to get your organization’s training dates in our next Training Map, please contact:

14 Dupont Halifax, NS Lean Thinking—Part 1

Megan Ng

15 Dupont St John’s, NL Lean Thinking—Part 1

training@collisionrepairmag.com

Training Directory 2010, editor

905-370-0101

central region july 5-6 AkzoNobel Montreal, QC Lesonal WB Product Training 5-6 AkzoNobel Toronto, ON Sikkens Autowave Product Training 7-8 BASF Toronto, ON SDRS 12-13 AkzoNobel Montreal, QC Sikkens Autowave Product Training 12-13 AkzoNobel Toronto, ON Lesonal WB Product Training 13 Audatex Online Audatex Estimating: Advanced Software Questions and Answers 13-15 BASF Toronto, ON R-M Certification 19 AIA Canada Toronto, ON Hybrid Electric And Alternative Fuel Vehicles

26-27 AkzoNobel Montreal, QC Sikkens Autowave Product Training

23-24 AkzoNobel Montreal, QC Cours de couleur Autowave Colour Tinting

7-8 AkzoNobel Toronto, ON Sikkens Proffesional Prep Training

27 Sherwin-Williams Sherbrooke, QC AWX Application and Colour Simplicity

26-27 AkzoNobel Toronto, ON Sikkens Autowave Product Training

23-24 AkzoNobel Toronto, ON Lesonal WB Product Training

13-14 AkzoNobel Montreal, QC Sikkens Autowave Product Training

28 Dupont Ottawa, ON Lean Thinking—Part II

august 2-3 AkzoNobel Montreal, QC Sikkens Autowave Product Training

14 Sherwin-Williams Mississauga, ON AWX Waterborne Basecoat Painter Certification

3-4 AkzoNobel Toronto, ON Sikkens Autowave Product Training 9-10 AkzoNobel Montreal, QC Sikkens Autowave Product Training 9-10 AkzoNobel Toronto, ON Lesonal WB Product Training 10-12 BASF Toronto, ON Glass Certification 16 AIA Canada Toronto, ON Advanced Restraint Systems

19-20 AkzoNobel Montreal, QC Sikkens Autowave Product Training

16-17 AkzoNobel Montreal, QC Sikkens Autowave Product Training

19-20 AkzoNobel Toronto, ON Lesonal WB Product Training

16-17 AkzoNobel Toronto, ON Sikkens Autowave Product Training

23 Audatex Online Autosource: Motorcycle Valuations

14 Sherwin-Williams Mississauga, ON AWX Waterborne Basecoat Painter Certification

17 Sherwin-Williams AWX Waterborne Basecoat Painter Certification Anjou, QC

24 Sherwin-Williams Jobber level 1 Mississauga, ON 24-26 Chief Toronto, ON Structural Damage Analysis (SDA) 25-26 BASF Toronto, ON CTR 30-31 AkzoNobel Montreal, QC Sikkens Autowave Product Training 30-31 AkzoNobel Toronto, ON Sikkens Proffesional Prep Training

september 7-8 AkzoNobel Montreal, QC Lesonal WB Product Training

14-15 AkzoNobel Toronto, ON Sikkens Autowave Product Training

29 Dupont Toronto, ON Lean Thinking—Part II

october 5-6 Chief Toronto, ON Advanced Frame Analysis (AFA) 7-8 Chief Toronto, ON Advanced Steering/ Suspension Analysis (ASA)

14-16 BASF Toronto, ON Glass Certification

14 AIA Canada Cambridge, ON Advanced Material Damage Analysis

20 AIA Canada Toronto, ON Structural Straightening Aluminum

18 AIA Canada Toronto, ON Waterborne Products, Systems, and Application

20 Sherwin-Williams Milton, ON Express Scratch RepairMaaco Training Centre 20-21 AkzoNobel Toronto, ON Lesonal WB Product Training

18 AIA Canada Windsor, ON Fault Code Retrieval, Diagnosis, and Testing Electronic Systems

21 Sherwin-Williams Mississauga, ON Fleet CFR 27-28 AkzoNobel Toronto, ON Sikkens Autowave Product Training

july 2010 collision Repair 39

features

the lean

business model Manage your costs, don’t cut them. An excerpt from Kaizen Assembly’s Lean Auto Body. By Chris Ortiz

n the auto body repair business, there are, essentially, two customers: the car owner and their insurance company. All potential and existing customers have certain expectations and if body shops wish to satisfy and exceed those expectations to remain competitive, they must establish solid best practices. In today’s market, people can go just about anywhere to get their cars fixed, which is why customer service has become such an important factor of doing business. The concept of lean manufacturing is no longer new; it has made its way through a variety of different industries and has been proven successful. Even so, most body shops have not fully embraced the lean philosophy or applied what they have learned about it to their daily operations. And yet, these same businesses may wonder why their shop performance is in jeopardy compared to their competitors. Athletes operate under the principle of continuous improvement, constantly working to find an advantage or competitive edge that will make them more successful as a team. A successful business operation is no different. In today’s economy, three main business-decision drivers exist, which can make or break a deal. Customers who seek a particular product or service will base their decision on cost, quality and delivery. The potential client uses these three metrics to decide if your product or service is worth purchasing. It is important to find an efficient balance between these drivers, focusing on all three equally, so that one is not given all the attention, while another is allowed to break down. However, optimum balance of focus can be difficult, and each company defines it differently. The only way to ensure a focused balance is to employ the methodology of continuous improvement, which is the fundamental principle of lean auto body. Lean auto body principles, when correctly applied to your environment, can be a powerful tool to determine optimal cost, quality and delivery for your products and/or services. Although some people may tend to look for the cheapest method, the ideal approach is to find balance, which takes focus and dedication.

Cost

Typically, companies handle cost in one of two ways: cost cutting or cost managing. Those that favour cost cutting employ downsizing, firing, improvising, abuse of suppliers and cutting corners, all of which are clear cost cutting actions. Some companies even believe that lean manufacturing is cost cutting, which is simply untrue. Rather, lean 40 collision Repair collisionrepairmag.com

features is all about managing costs, which is much better business sense, in the long run. Focusing only on cost, the quality and potential delivery of a product or service will suffer. In an attempt to lower cost of labour, many shops try to eliminate the number of hourly workers and run “thin” repair lines. Both of these measures constitute “cutting costs,” but they are usually futile efforts. When the labour force is drastically reduced, the already-scheduled technicians typically must pick up the slack and perform faster in order to meet critical pick up dates. Essentially, the process is working beyond capacity and this is dangerous, as critical repair and quality steps may be skipped in order to meet demand. What usually occurs is that the delivery date cannot be met due to a shortage of personnel, and the car is either completed late or with sub-standard quality, upsetting the customer and tarnishing the company’s image. As a lean practitioner and trainer, I advocate making process improvements without a lot of cost; however, there are certain necessary items that

must be on hand to ensure an effective process. Repair processes all require tools, workbenches, lighting, part presentation, documentation, shelving, bins, tool holders, equipment, fixtures, and jigs, and these items need to be working properly to allow the automobile to be repaired smoothly and efficiently. The costs associated with training and mentoring are sometimes considered too expensive. This is not smart thinking. In contrast, I recall one circumstance in which I was negotiating with a company called Offutt Collision Repair in Bellevue, New England. While discussing our potential agreement, the owner stated that the cost of initial training was something he could not afford not to do. As far as he was concerned, training was critical to his success in an ever-changing market. Needless to say, this company is currently prospering in an industry where those who have not embraced change are struggling. The owner is beating the competition and meeting the ever changing needs of his customers. Manage your costs, don’t cut them. CRM

To order a copy of Lean Auto Body and to hear Ortiz’s advice on quality and delivery visit kaizenassembly.com. Or enter our contest for a chance to win a FREE copy.

? Were you reading closely? What’s a creative costmanaging solution you’ve seen?

win this!

Send your answer to editor@collisionrepairmag.com to enter a draw to win a copy of Lean Auto Body for your facility, a $39.99 value!

Distributors AtlAntic Provinces, ontArio & Quebec call Jerry snyder 1-800-838-6111

PrAirie Provinces

call stan barlow Alberta Booth and Bodyshop Equipment 1-866-433-6321

british columbiA

call mike chornoby A.F.E. 1-877-388-4523

Toll Free 1-888-777-4450

www.CEGroup.com

july 2010 collision Repair 41

features

Business

Building Blocks A look inside PPG’s Green Belt Training. By Joe Rayment

“

Left: Attendees hard at work building Lego constructions as a team. Right: PPG’s director of Business Solutions Jim Berkey leading the group through day two of their Green Belt Training.

42 collision Repair collisionrepairmag.com

ow do you find over production in a shop? Find the bottle neck. Find the extra pieces,” PPG’s director of Business Solutions Jim Berkey told attendees at their recent Green Belt training in Barrie, Ontario. He’s not referring to extra car parts though. He means Lego. It’s an exercise he’s leading 30 Canadian collision repair centre owners, managers and employees through to teach a point. They give teams of five each a bag of Lego and the task of putting them together in specific constructions. Each player has a specific job in the process. If the person in position two has more work than everyone else, group progress slows to his pace. As Berkey and his team lead players through different production configurations, certain stations end up over producing, which hurts overall progress. You can almost see the gears turning in participants’ minds, drawing connections to their various operations. It’s especially poignant when you consider that if we were to extend this exercise to a collision repair facility’s floor, the pieces (labour) left over at the end of the day all end up costing the business money. The whole floor has to be working as a team—at paces that are in sync across the entire operation—to achieve maximum profitability. The Lego game was a piece of day two of the four-day Green Belt training, which PPG’s MVP Business Solutions team offers to owners and managers of collision repair

features

centres using PPG Refinish products. It is a comprehensive training program based on the practical application of Lean Six Sigma tailored for collision repair. Four days of intense learning in the classroom and on the shop floor, aimed at providing the competitive advantage of quality, speed and cost. Of course, the Lego exercise wasn’t the whole day—it was a complement to the practical solutions Berkey had to offer to those in attendance. The solution he was trying to drive home with the exercise had several components, among which was the importance of a pull system instead of a push system. “All a push system is, is typically certain departments are rewarded for performance. And they’re allowed to do whatever they want,” Berkey said. “It’s like ‘ready or not, here it comes! I don’t care if you can use it or not. I’m making it. I get paid to make it. Here it is.’” As you may know, a pull system is a more proactive way of handling production. Cars move up as room becomes available at the next stage of production. The goal is to create a continuous flow of vehicles moving through with no un-utilized stations or bottlenecks. Which, obviously, requires planning. To date over 600 owners and managers across North America have completed PPG’s MVP Green Belt Training. Green Belt Training takes place in class and at a nearby collision repair centre that

is on the path of Throughput Performance. This approach provides an effective balance between the principles and the practical application in an environment that allows the participants to learn in the classroom and see how to it apply in a real collision centre. One of the most important and useful solutions Berkey offered was to continuously monitor results and to value quality work over simple speed. “There’s not a system on Earth that you can just set up and let ‘er rip,” he told his group. “[And] if you miss damage, you’ll lose any gains.” CRM

As participants progressed, they learned more efficient ways to build as a team.

For more information on Green Belt Training visit ppgmvp.com.

The fastest drying times. GFS engineered the AdvanceCure system to provide the absolute fastest drying times for both waterborne and solvent-based paints. Available with any new GFS paint booth, or as a retrofit upgrade for your existing booth. The original accelerated drying solution, only available from GFS, the world leaders in paint booth technology.

AdvanceCure Accelerated Airflow System By Global Finishing Solutions

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10-01-15 10:16 AM

july 2010 collision Repair 43

features

For most, hail is a problem, but for Kopriva’s Auto Body and other savvy repairers, it’s profits from above. By Gaby Schachter

t’s early spring in Bothwell, Ontario, a whistle-stop in the middle of nowhere, halfway between London and Chatham. Far beyond the bustle of any urban area the winds are picking up. Starting to wail, they reach 120 kilometers per hour. Suddenly it starts to hail. Not just regular hail, but the huge kind that spark legends for future generations. “Hail as big as your fist and cold ’n hard as brass” is how locals will pass on the story. Bob Kopriva and Nick Humphrey at Kopriva’s Auto Body watch with a mixed emotion of chagrin and happiness, thinking of the money that might come in from the dent repair, but also reflecting on the estimating, appraisals and time that will go into this work. For Bob and Nick, it was time for a decision. In the 32 years Bob has owned the shop, they had faced hail damage before, but only in small volumes and he usually fixed it himself. It was an option—after all they had five employees in the newly refinished state-of-the art 7000 sq. ft. shop. Profits were good, but margins were limited. This time they saw an opportunity to capture a lion’s share of the community’s work and help better serve their loyal customer base. Paintless dent removal, commonly known as PDR, would be the answer. Bob Kopriva and his partner Nick Humphrey are now big believers in PDR, having recently worked with Canadian Hail Repair in their shop. “PDR offers the best for hail repair, within its limitations, offering a more cost effective and efficient solution than conventional repair,” Bob said. “Canadian Hail Repair enhanced my ability to deliver quality service to my clients in a timely fashion; I was very satisfied with their work.” This decision meant they could avoid those long days spent removing paint, placing putty and using up valuable time. Over the past several years, PDR has been taking the industry by storm—no pun intended—as a cost-effective, efficient and insurer-preferred way of repairing dents. Specialists use specialized tools to sculpt and mould damaged car bodies back into their original shape, without removing paint or changing the original body in any way. 44 collision Repair collisionrepairmag.com

Canadian Hail Repair is a company that has steadily built a strong following among repairers. The owner, Sam Piercey Jr, has been in the PDR business for more than a decade and has shared his knowledge of this technique with shops all over Canada, the US and Europe. The company’s technicians move from shop to shop, following hail storms as they come, and repairing the damage storms leave behind. The techs set up within already-existing shops as a part of the repair centre. “We prefer to work within the shops,” said Joe Piercey, Sam’s brother and certified “Storm Chaser.” “It gives clients a sense of security when they go to their own shop, and it allows us to work with the shops instead of for them.” This system fit well into Bob and Nick’s shop procedures. Process has been key to Bob’s success and is something that he’s worked hard at over the past three decades. It was also an essential component that he passed on to Nick when he became a partner in the business. Nick has been with the facility for 13 years, recently moving up to full-fledged partner. As Bob put it, “It’s time to put some young blood into the business.” Kopriva’s Auto Body has come a long way from when Bob first opened his shop in a converted woodshed. Take a look at their website, paintshopone.com, to see for yourself a sample of the large volume of custom and collision work going through the shop. By looking at new alternatives, he’s always managed to keep on the cutting edge. And it’s working well. For customers, it’s obviously worth the drive to Bothwell. CRM

Above: Paul Tobin, Joe Piercey and Mike Elliott taking a quick break between jobs to pose for a snapshot at Kopriva’s Auto Body. Above-left: (From left) Nick Humphrey, Paul Tobin, Joe Piercey, Jeff Bedford, Alex Mellis, Bob Osborne, Mike Elliott, and Bob Kopriva. Top: The bird’s eye view of Kopriva’s Auto Body. Below: One of Kopriva’s extensive custom jobs.

Visit paintshopone. com to see more work from Kopriva’s.

features

Global Finishing Solutions:

122 Years of Heritage, and Still Growing A special Q&A with Global Finishing Solutions Canada’s Jonathan Barrick and Karen Winter. By Joe Rayment

lobal Finishing Solutions has a history that stretches back to the first spray gun and a future that includes some of the most advanced spraybooth technology yet imagined. Most recently, GFS Canada moved in to a beautiful new facility at 131 Commerce Park in Barrie, Ontario, which was a perfect occasion for Collision Repair magazine to sit down for a conversation with GFS’s Jonathan Barrick and Karen Winter.

What prompted the move to the new facility?

Barrick: We moved here this year because we had grown the Canadian parts and filters sales business to a point where we’d maxed out the old facility. It was to the point where when we would bring product in it was almost essential to t u r n i t a ro u n d

immediately in order to reclaim the space warehouse space. By moving to this facility, not only does it give us a lot more flexibility in what we are able to bring in and ship, but it also allows us to be a lot more responsive to customer needs. Winter: One of the large gains we’ve already seen, which is fantastic, is the ability to bring in larger items. More specifically, duct work roof flanges—that sort of a product—which is quite large. However it’s not an item that people want to pay the freight for from the United States. So we’re now able to stock those and supply them to our Canadian customers. So it wasn’t just the quantity of parts— it was actually the physical dimensions of some of the parts that was limiting us in our old warehouse.

And you stock more than just GFS parts, right?

Winter: We are formerly DeVilbiss, Binks [and] formerly

Blowtherm. So all of the parts that you may need for your older booths, we’ll be able to supply. We are the original manufactures of those parts. So even for old products, we can substitute something new, or maybe we can access the old part that you’re looking for. So it’s important to remember that it’s not just Global Finishing.

Now that you’re here, what are your long-term goals for GFS?

Winter: As far as the future goals: obviously growth. Our hope is that as we get more parts we’ll bring in full-time warehouse staff to manage the inventory and have shipments on a more regular basis. By doing that, we’ll be able to service the customers even better. Barrick: Long term we would like to continue to grow here, both in terms of size, facility and the number of people working here. I think that the potential for growing the Canadian operation is pretty good in all respects. CRM Global Finishing Solutions’ brand new facility at 131 Commerce Park in Barrie, Ontario.

Web Exclusive! Go to collisionrepairmag. com to see our full conversation with GFS, which covers everything from the birth of the spraybooth to applying stealth coatings for the US Airforce. july 2010 collision Repair 45

Good for the Earth... Good for your Customers... Good for Business...

Meet the New Face of Auto Recycling Today’s auto recycling industry is clean, sophisticated, and about as green as you can get. Using contemporary business practices and strict environmental controls, we provide low cost, high quality used parts in a way that benefits the consumer, the repair industry and the earth. In doing so, we help to reduce insurance rates, repair bills and staggering amounts of pollution.

Recycled Parts... The Ultimate Environmental Choice Referring to recycled parts as “Green Parts” is more than just jumping on the environmental bandwagon. It really is a more accurate name for what we offer. When they’re handled properly, vehicles are about the greenest consumer product out there. Re-using quality parts is perhaps the purest form of recycling because you’re not only preventing a mountain of waste from ending up in landfills; you’re reducing the need for new products to be manufactured. The resulting savings in energy, raw materials and pollution is astronomical. In fact, no other product on earth is recycled more than an automobile. By using Green Parts, you’ll be helping to sustain an industry that reclaims over 12 million vehicles across North America annually.

Fast Environmental Facts... Over 80% of the entire vehicle by weight is reused, re-manufactured or recycled. Recycled parts save an estimated 80 million barrels of oil annually that would be required to produce new replacement parts. Auto recycling provides about 40% of the ferrous metal for the scrap processing industry across North America. Substituting low-sulphur scrap metal for high-sulphur raw ore can reduce a steel mill’s air pollution by as much as 86% percent and water pollution by 76%. The amount of toxic oils and fluids safely reclaimed by auto recyclers is equivalent to eight Exxon Valdez disasters every year!

Doing Our Part to Protect Mother Earth Modern auto recycling practices are a model of environmental responsibility and earth stewardship. We purchase end-of-life vehicles and accidented vehicles, and ensure they’re retired in an environmentally sound manner. Every vehicle goes through a methodical process to maximize reclamation and minimize environmental impact. We invest heavily to build and maintain facilities specially designed to capture and store harmful materials, keeping them from contaminating the soil and groundwater. • Trained technicians carefully drain all oil, gas and fluids and store them for re-use or recycling. • Each vehicle is inspected to determine which parts are appropriate for re-use, then sent to the dismantling area where parts are removed, inspected and readied for resale. • Gas tanks, batteries and tires are all removed and recycled, reused or disposed of appropriately. • The unusable portion of the vehicle is then crushed and shredded. The metals are then reused to make new cars... and the cycle starts again. .

Make The Switch to Green Parts... And Save Your Customers a Bundle Talk to your customers about the option of using lower cost Green Parts. You’ll save them about half the price of new OEM replacement parts without sacrificing quality.

Quality-Tested OEM Parts Recycled parts are OEM parts... the original specifications, the perfect fit, and the right performance. Each part is inspected during dismantling so only those that meet strict guidelines and tolerances are re-sold. Some parts may be remanufactured and others reconditioned first. All parts are tagged, graded and coded for condition and entered into an inventory tracking system. Parts that need to be protected are carefully stored in warehouses.

Sourcing at Your Fingertips A sophisticated parts locator network connects the inventory data of thousands of auto recyclers across the country, using parts interchange numbers. Sourcing the right Green Part is simple, fast and painless.

Ride The Wave of Green... It’s Great for Business It’s a fundamental societal shift that cannot be ignored. Today people appreciate and expect greener alternatives in everything they purchase... And when they’re rewarded with lower costs, the payback in customer loyalty can be astounding. By actively encouraging and promoting a Green Parts alternative you’ll be perceived as an industry leader, building added value to your products and equity to your brand.

To locate Green Parts for any vehicle, contact your local member of OARA or visit www.GoGreenParts.ca

recycling

Bythenumbers Interchange: the language we’re speaking.

By David Gold

ike a lot of columns, this one started with a question: is there a better way for auto recyclers to inventory parts? Can we tie our system more closely to OEM numbers? And like the best questions, the answer surprised me. I’m sure there is room for improvement, but, especially compared to some international markets, we have it pretty good. The numbering system for the auto recycling industry is derived from the original equipment manufacturer (OEM) number. It’s the basis for what is universally known as “Interchange.” While we do not speak the same numerical language as collision repairers, all stake holders in our collective industry are fortunate to have a common platform by which we can all operate. This common platform is written and owned by Hollander, a Solera company out of Plymouth, Minnesota. The Hollander Interchange allows all auto recyclers to inventory and categorize assemblies rather

than all of the components that make up an assembly. For example, auto recyclers inventory and stock a vehicle’s door as an “assembly” in that the door’s internal hardware, moulding, handle and window are part in parcel of what the customer can expect to receive. In the manufacturer’s concept, there is no OEM number for a door; there’s one for a door shell. Part of the value in recycled parts for the collision repair industry is the opportunity to receive an original manufacture’s part like a door fully intact, thereby reducing the labour they’d expend if the door had been a bare shell. Ultimately, it reduces the cycle time of the vehicle being repaired. As Hollander senior product manager Avi Pelc put it, the real question is “how do we give the collision repairer confidence that the part is accurate and that it is the correct used part for their vehicle?” This is the very nature of what Hollander does and they have teams of representatives who are trained

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to use various systems to outline this for all stake holders in our industry. As Avi explained to me, it all boils down to the premise of the Interchange itself: “fit and function.” Hollander is the creator and makes the decisions using that credo. When there are slight variations to the interchangeability of parts, Hollander provides the options for its users. In simple terms, the benefits of Interchange are that it allows auto recyclers to search for and find parts from manufacturers that share parts components, such as Chrysler and Mitsubishi etc. When part requests are logged into various inventory management systems available to auto recyclers the Hollander Interchange is the foundation for each and every part look up. Essentially, it increases the likelihood of finding that part in the recyclers database. Without this common platform available to recyclers the net result would be very chaotic and confusing due to the varying natures in which we operate. Recyclers have to find a middle point and not limit ourselves to the opportunities to provide collision repair centres with the parts they want and need. We may not have the part from the exact model, and the appropriate part we have available may not even come from the same type of vehicle, but that doesn’t mean the part we have isn’t applicable to the repair. The Hollander Interchange, also known as the

“Bible” for the auto recycling industry, is the reason that we are able to effectively cross reference these parts and provide them as an option in the repair process. Not long ago, auto recyclers had two forms of interchange for our industry, and this only fractured and shrunk the marketplace for parts; there were too many barriers and obstacles for us to trade parts among ourselves. I think it is fair to say that there still needs to be improvements to the existing situation. A better exchange of information is attainable, which will aids in strengthening all stake holders in our industry. Having said that, the common platform by which we operate today allows us to trade many tens of thousands of parts daily in an almost seamless fashion. This in itself would otherwise not be possible without Interchange. This is all because of the great work that is done behind the scenes at Hollander and a big thank you is deserved for their efforts and positive contribution to our industry. CRM

David Gold is the co-owner of Standard Auto Wreckers, an auto recycling facility with locations in Toronto, Ontario and Niagara Falls, New York. He can be reached by telephone at 416-286-8686 or via e-mail at david@standardautowreckers.com.

july 2010 collision Repair 49

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Valley Automotive Joins the Car-MS Network By Sasha Erfanian

Valley Automotive and Car Management Solutions are joining forces to bring a new level of quality and efficiency to their customers. Valley’s addition to the line-up brings the CAR-MS’s network to 21 Ontario members, one Atlantic Canada member and three affiliate members. Both From left: Mary Poirier with her staff members Jacques Chevrette, Roger sides are extremely Chevrette, Bill McDonald and Tim Verch. excited about this tries via two websites: car-ms.ca and new partnership. qrpcanada.com. “They’re very progressive and they “They have a very efficient shipping work together as a team,” said Mary system. That was probably the biggest Poirier, Valley Automotive’s owner and appeal,” Poirer said. “It’s a way of transoperator. “I’m impressed with them.” porting our parts in quick and efficient Enthusiasm on the CAR-MS side is manner within the membership, without equally high. “I feel that they’re a great any damage, which makes the ultimate asset to the group—that they bring a lot end user very happy.” of knowledge and professionalism,” said According to Poirier, joining with Car Howard Berg, executive director of CARManagement Solutions will help Valley comMS. “They’re definitely a perfect fit.” pete with the usage of aftermarket parts. Valley Automotive, located in Pem“I think the industry and stake broke, Ontario, has been in business holders are looking for a cost effective since the early sixties. Mary Poirier has solution for parts sourcing. We need been at the helm since 1995. to be directly competitive with the afValley participates in many progrestermarket parts, both in quality and sive recycling programs, including Car price,” Poirier said. “We need to say Heaven and Switch Out. It’s a member what we mean and mean what we say, of the Automotive Recyclers of Canada ensure the quality and make sure the (ARC) and the Ontario Automotive Recustomer is very happy with what we cyclers Association (OARA), of which provide,” she continues. Poirier is a director. “You need to be very aware of your Car Management Solutions, for its purchases and you need to be buying part, is one of Canada’s largest auto the vehicles that are in demand. [You recycling networks. They have access also] need to make sure the product you to a huge inventory of recycled parts, all ship out is every bit as good and preof which can be found by customers in sentable as a new part.” collision repair and the insurance indus-

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

Correction from last issue In the story “LKQ-Keystone Brampton officially opens its doors,” we identified the location as being the official distributor of US muscle car products company Goodmark Industries.

50 collision Repair collisionrepairmag.com

Goodmark has since been in touch to say that the facility is one of the official distributors, but that there are also others, including Cross Canada Replacement Parts.

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products

New on the

Products that can help your facility get work done better, faster and cheaper.

ATCOA

Viking II Sander

The ATCOA Viking sander is back! The straight line long shoe dual piston air sander was invented by Otto Hendrickson and designed by Karl Selander 47 years ago. Out of production for the last 15 years, Karl Selander, now 79, is bringing it back and bringing back the standards that made the original Viking an industry legend. By craftsmen for craftsmen that value their tools, each Viking II is hand assembled, tested and shipped. The sander comes with a three-year warranty, which

SEM

40977 Sound and Seal Sprayable Coating

SEM’s new 40977 Sound and Seal Sprayable Coating allows you to duplicate the textured body coatings on a wide variety of late-model vehicles such as Toyotas and Hondas. It can be used for rocker panels, inner wheel openings and in trunk sections. SEM assures it matches the OEM texture, remains flexible, is paintable in 30 minutes, and will not crack. It also has sound reduction capabilities, which allows its use on trunk and floor pans, or anywhere you want to reduce vibration and noise. The 40977 provides a 10-15 minute work time, 30 minute handling time, and cures in 24 hours. It’s versatile in its applications and provides a long shelf life. > semproducts.com 52 collision Repair collisionrepairmag.com

you can upgrade to an optional lifetime warranty with ATCOA. Some of the original Vikings are still being used today after decades of work—it’s this track record that makes ATCOA confident that once you buy one, you’ll never need to buy another straight line, long shoe, dual piston, air sander for as long as you live. > atcoa.com

Kimberley-Clarke

Jackson Safety G60 Cut-Resistant Gloves

Kimberly-Clark Professional’s newly re-branded Jackson Safety G60 Purple Nitrile Cut Resistant Gloves now provide an even higher level of cut resistance with enhanced dexterity and comfort. The gloves are ideal for use in metal fabrication, glass handling, automotive assembly and for other applications that require protection against hand lacerations, such as handling material with sharp edges. >kc-safety.com

products

Perfect-It Denibbing System

3M is freeing paint professionals from the traditional process of paint finishing with its new Perfect-It Denibbing System. The proprietary system features micro-sanding technology with innovative tools, abrasives and polishes needed for delivering a perfect paint job. According to 3M, it dramatically reduces the amount of time spent on paint finishing. The system from 3M is designed to remove dirt nibs faster and easier than the traditional process. 3M says the micro-sanding technology reduces the paint finishing area down to less than the size of a quarter and saves time by allowing users to sand dirt nibs away while minimizing flat spots. The micro-polishing technology delivers a high-gloss finish while reducing clean-up time. The Perfect-It Denibbing System from 3M provides everything you need in one box, including:

* Perfect-It Denibbing Tool: a cordless, lightweight oscillating mini-sander powered by a lithium battery. * Perfect-It Denibbing Abrasives: dime-sized micro-sanding discs that allow users to sand precisely where the dirt nibs are, reducing the overall size of the repair area and the time needed for the repair. * Perfect-It Denibbing Polisher and Polish: a dual-action air polisher designed to work with a polish formulation to provide one-step buffing on most paint systems with no sling, no sticking and no smearing. And more. > 3M.com/Denib.

AkzoNobel

Sikkens Autoclear Energy Pro 250 AkzoNobel recently announced the introduction of Sikkens Autoclear Energy Pro 250. As the newest addition to the Sikkens family, it supports the growing demand for products that present options that simultaneously provide the highest quality finish and maximize the ability to manage material cost containment. This latest clear innovation addresses many areas of need. It is ideal for high-production shops that are seeking a more eco-friendly, and value-oriented product solution. The Autoclear Energy Pro 250 is a low VOC 2.1 clear. Yielding an extremely high gloss finish, AkzoNobel says the dry to polish time is only two hours at 70˚F and is dust free in thirty minutes. They say it works well in cross flow or low bake booth environments. “In this highly competitive, and recession-taxed business environment, shops are looking at every option and seeking flexibility that might offer advantages,” said Keith Rickerman, global product manager for AkzoNobel Sikkens. “We recognize these needs and believe that Sikkens Energy Pro 250 helps provide businesses effective choices.” > sikkens.net july 2010 collision Repair 53

products

Wizards

Snap-on

Wizards’ new Bendi-Backer backing plate for high-speed and rotary buffers features super safe FLEX technology, which allows it to easily mould to contours and style lines. According to Wizards, this significantly decreases the risk of spot heating and burn-through when buffing. The Bendi-Backer also has an easy-to-line-up Velcro backing that eliminates pad wobble. It fits 7”-9” pads and standard buffers with 5/8” shaft.

As more and more hybrid electrical vehicles hit the streets, technicians will need the most advanced and innovative tools to safely service them. Snap-on Tool’s new EEDM604C Auto Ranging DMM for hybrid vehicles requiring CAT III 1000V and CAT IV 600V will bring a new level of ease and safety to technicians working on hybrid vehicles. The EEDM604C’s features include the ability to confirm power down before servicing and diagnose electrical and powertrain systems. It allows you to safely tap into electrical impulses necessary for diagnosing electrical circuits or components as well as any other electrical operations. It also allows you to measure capacitors in the inverter.

BendiBacker Backing Plate

> wizardsproducts.com

SEM

EZ COAT Need to touch up support rails and trunk areas? If so, SEM’s EZ COAT may be the answer for you. EZ COAT is a direct-to-metal coating designed to match the colour and gloss of today’s popular OEM primer and e-coat colours. According to SEM, it’s a quick and easy way to touch up support rails and trunk areas as well as engine compartments. EZ COAT is available in 62213 BLACK, 62223 OLIVE GREEN, 62233 LIGHT GREEN and 62243 GRAY in 16oz aerosol cans. It is formulated to accept topcoating with automotive basecoat and/or seam sealers. > semproducts.com

For Spraybake OEM parts service and technical support,

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EEDM604C Auto Ranging True RMS DMM

> snapon.com

Sherwin-Williams

Lean Stock Inventory System Sherwin-Williams’ new Lean Stock Inventory System gives more control over your inventory and material costs than ever before. It provides facilities the resources to barcode their entire inventory. The inventory manager scans the barcodes on the kanban trigger to place replenishment orders through the sherwin-automotive.com web site. The order is delivered, verified by the inventory manager for accuracy and then restocked in a timely manner. The system provides a mechanism for ensuring that inventories remain at optimal levels; the technicians always have the correct products at their fingertips and shops can reduce their inventory costs as well as drastically minimizing repair process variation. > sherwin-williams.com

54 collision Repair collisionrepairmag.com

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features

Not Just Bumpers Just Bumpers is a Sudbury– based dealer of—you guessed it— salvaged and recycled bumpers. But it didn’t start that way. By Sasha Erfanian

ive years ago, Just Bumpers was a collision repair facility with an owner looking to distinguish himself from his competitors. “I had a body shop with a bunch of employees,” said owner Pierre (Pete) Piette. “And I thought there had to be a better way to make money than what I was doing, because I was running a day care versus a body shop.” Which is when the idea came to him to narrow his niche, increase profits and just maybe help to save the world. “I decided to go with bumpers because that’s the first point of impact in any collision,” he said. Luckily for Piette, his decision got a boost by the opportunities he saw in the green craze. “Part of the idea of collecting old bumpers for recycling was because everybody’s going green, so I decided to pick up old bumpers. They would go to Quebec to a place called BMC Auto Parts for recycling—chrome bumpers and plastic bumpers—and that led to other things.” The problem Just Bumpers faced in the early days was preventing collision repairers from simply discarding their old bumpers. “The challenge is to convince the body shops to save the bumpers, because we don’t want these to go the landfills,” Piette said. “They don’t disintegrate. So it’s a matter of convincing people to save them to be a part of the green world—to go recycling.”

Working with shops across Ontario, Piette has had a front-row view of the current state of the industry, which suffered in some areas this year due to the mild winter. This hasn’t stemmed Just Bumpers’ swift

Owner Pierre (Pete) Piette (above) started as a traditional collision repairer, but made the switch to a salvaged bumper operation. Today, business is booming.

growth, however. Even as they continue to ride high on the waves its salvage and recycling operations have made, Piette has expanded his business to include more and better parts. “Now I’m picking up brand new over-run bumpers from GM, Chrysler and Ford,” Piette said. “I sell

56 collision Repair collisionrepairmag.com

brand new bumpers that are take-offs.” Just Bumpers isn’t stopping there. They are expanding their operations by dealing in more new parts. “Five years in the future I see Just Bumpers expanding a great deal because I sell brand new OE takeoffs, which are better quality than the aftermarket, brand new original bumpers: Hondas, Nissans, GMs, Fords.” The strides the company has taken in the last five years have been impressive considering the fact that, including Piette, it has only three employees. Between them, they’re able to process about 1500 bumpers every month. While Just Bumpers isn’t a household name yet, Piette knows it’s only a matter of time before the industry recognizes the achievements of the little bumper recycler that could. In their local market of Sudbury, interest is already growing. “I had a big open house for all the local insurance companies in Sudbury and they were very impressed with the company.” Even with all the uncertainty in today’s unstable economic climate, Just Bumpers has proven one thing for certain: don’t underestimate how far a business can go with a good idea and low overhead. For anyone else considering converting his or her shop into a salvage operation, Piette has this advice: “Don’t go into the bumper business,” he said with a laugh. “It’s a good business, but there’s not going to be enough room.” CRM

HOUSEKEEPING

Housekeeping And the winner is...

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WINNER!

WIN NE R!

you become a handy man—a “jack of all trades”—who will be experienced in a variety of different areas. The trade provides you with work and a steady income, which is important for my long-term plans. At Industrial Park Collision, they pay for your schooling provided you maintain a B average in all the segments of your course. This is a tremendous motivator. The other big financial advantage is that as you are learning a trade you are being paid and becoming better every day at what you do. Other school circumstances can cost you thousands of dollars. As the demand for skilled collision repair technicians increases and your skills improve, you become an asset to your employer. This career and my employer allow me to take great pride in my work. They encourage me to be a professional. I am happy to be in such a professional shop surrounded by the most talented people I know who can teach and guide

N IN

I am a third-year apprentice and enjoy my time working at Industrial Park Collision~CSN in Orillia. After completing high school I decided I needed to choose a career that I enjoyed. I chose collision repair for a number of reasons; it involves many skills that apply elsewhere and I’m confident I will always have work, as there is a shortage of young workers in this industry. I love my job and take pride in my work knowing I am a professional and that it’s a good career. Collision repair requires a variety of skills to repair a vehicle from start to finish. Some of the learned skills can be applied to your own home, which will in turn save money. An example of this is body filling, which has the same skills required to apply dry wall mud. You can apply some of the same painting principles to walls, furniture, refinishing, construction and a variety of other applications in your home. All of the skills in the auto collision trade help

By Russel Whittaker

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Why I Chose Collision Repair

Industrial Park Collision~CSN owner Joy Skinner, third-year apprentice Russell Whittaker, Collision Repair editor Joe Rayment and Collision Repair Training directory editor Megan Ng celebrating Whittaker’s win.

“But it’s good.” Also on hand was Industrial Park Collision~CSN owner Joy Skinner. “You couldn’t ask for a nicer kid,” she said of her apprentice. “He’s every employer’s dream.” Upon hearing of Whittaker’s win Skinner matched his prize money, bringing the total to $400—which can go quite a way for an apprentice’s tool box. The contest was made possible by generous donations from Collision Repair columnists Sam Piercey, co-owner of Budds’ Collision Services in Oakville, Ontario, and Tom Bissonnette, owner/operator of Parr Auto Body in Saskatoon, Saskatchewan. Please contact editor@collisionrepairmag.com if you are interested in donating to Collision Repair’s future efforts to help young apprentices.

ER INN

Collision Repair magazine was pleased to award $200 to Russell Whittaker for his essay “Why I Chose Collision Repair.” Whittaker, a third-year apprentice at Industrial Park Collision Inc~CSN, submitted the essay as a response to Collision Repair’s recent essay contest for apprentices and pre-apprentices. “I think it’s great that we have such talented apprentices coming up in our industry,” said Darryl Simmons, publisher of Collision Repair magazine. “I hope this is the first of many times we hear from Russ throughout his career.” Our staff recently had the pleasure of visiting Whittaker at Industrial Park~CSN to deliver his prize. “It’s a bit overwhelming,” he said at the presentation.

me to do the very best repairs, efficiently from start to finish. I chose this career because I enjoy working with my hands. As a vehicle refinisher, I know I do good work and I am proud of my accomplishments every time I finish a job. My work and my employers keep me motivated and I am excited to go in every day. I know that I made the right choice when I chose to work in the collision repair industry. It has provided me with a good income that has increased as I have learned and improved in my trade. I will be getting married next year and as I continue to advance in my career I am looking forward to buying a house and starting a family one day. I take pride in my work knowing it has been accomplished in the most professional manner. With ongoing training, I will always continue to learn and become better at what I do—these are the reasons I chose collision repair as my career. july 2010 collision Repair 57

last word

sellingyou Turning marketing into moolah. By Joe Rayment

hen I’m talking to people in the collision repair industry, one question that comes up a lot is “how do I promote my business?” The first thing I tell them, predictably enough, is to talk to me. Our readers are smart, plugged in, and influential. Getting their attention can produce big results. The second thing is I say is to make sure you have a functional website. It doesn’t have to be fancy, just make sure it has all the relevant information (your address, how to get in touch, your services, etc.)— the quicker someone can find it the better. (Quick tip: avoid Flash. Google can’t read it well, which will kill a lot of opportunities.)

like to garner attention for, you’ll need to fill in some blanks for the reporter. What does it mean for an average customer?—that’s an important question. Why is it important? Are there implications that run beyond your immediate customers (for example, environmental benefits)? How is it unique? If you have those questions answered when you’re contacting the paper, you’re a bit ahead of the game already. You have the facts. But next is the story—put your thinking cap on and try to create a narrative. How do you do that? An easy method is to think about what lead a reporter would use in the story.

ou have to have a PR plan. Emphasis on plan.

That’s the easy part. Next you have to think about your overall PR plan. The emphasis there is on the word plan. If you take a scattershot approach, any results you see are more luck than something you can count on. There are a few areas you can attack: there’s traditional advertising, there’s social media, there’s actually getting out and meeting people one-on-one (never a bad idea). But don’t overlook your local newspapers. They’re valuable because their readership is within a limited geographical location— your location—and they have lower barriers to entry than something like The Globe and Mail. If you can get through to their audience in a meaningful way, it can easily translate to some new customers. There are a few tricks to getting the papers’ attention. Community papers are almost always understaffed—often just one reporter. But they still have limits to what they need in a story. Make it easy for them. Set up a scenario where the whole story’s there for the taking. If it’s a new piece of equipment you’d

“Generic Collision Repair Facility hasn’t changed paint in years for a simple reason— in 1960 the business’s founder invented the cleanest, greenest paint in the world. It took 50 years, but they’ve finally found a better product.” Okay, it’s not exactly Hemingway, but it has elements that tell readers (and reporters) that it’s a unique story that no one else could tell. If reporters get wind of it, it will pique their interest. And since everything’s laid out so nicely for the overworked community paper, you can be relatively sure you know what the final version will look like. Assuming you chose the proper element of your shop to push to the paper’s readership (easier said than done), you’ve just made about 10,000 sales calls. CRM

58 collision Repair collisionrepairmag.com

Joe Rayment is the editor of Collision Repair magazine. He can be reached at 905-3700101or via e-mail at editor@ collisionrepairmag.com.

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