Global View: What works and what doesn’t in collision repair networks. Serving the Business of the Industry.
Play maker Like any good coach, Edmonton’s Bill Johnson takes advantage of his full lineup.
Work Less, Make More
One owner’s journey to better profits.
Practice, Perfect
>> PLUS Taming
tomorrow’s technology, better frame repair, and much more!
How 427~CSN thrives with new paint technology.
Race to the Finish 3M does NASCAR in Montreal. Volume 9 Number 5 l $4.95
Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 86 John Street, Thornhill ON L3T 1Y2
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.
BASF waterborne. Naturally. FooseTM, Chip FooseTM, Foose DesignTM and the Chip Foose signature are registered trademarks of Foose Design Inc. and used with permission. © 2010 BASF Corporation
contents
Volume 9 Issue 5, November 2010
YOUR ONLINE SOURCE Canada’s collision repair information
resource. New articles and top news stories daily. Visit collisionrepairmag.com.
34 Global View: What works and what doesn’t in collision repair networks.
36
features 26 Quebec today La belle province continues to be a unique market for repairs. 28 CSN sets sail The repair network heads east for its annual conference.
Family function Everyone feels
like family at Bruni Auto Repair. Owner Felicia Bruni makes sure of it.
57 What’s happening in Vegas Collision Repair’s guide to the latest and hottest gear at NACE and SEMA.
46
Practice, Perfect 427~CSN’s secret to staying on top of new paint technology.
31 Taming technology PPG talks tech at its fall MVP get together in Orlando. 38 Fix hits the links Fix Auto raises $9000 for autism at its golf tournament. 40 CSI Insight Understanding your customers’ perspective.
On The cover
PLAY MAKER Like any good coach, Edmonton’s Bill Johnson takes advantage of his full lineup.
Team Driven
For Empire Collision’s Bill Johnson, everything in collision repair is a group activity.
Work less, Make more One owner’s journey to better profits.
Practice, Perfect
>> PLUS
How 427~CSN thrives with new paint technology.
RACE TO THE FINISH
3M does NASCAR in Montreal.
COLLISIONREPAIRMAG.COM
Cover photography by: Jessica Smith
departments 04 Publisher’s Message Web repairs. by Darryl Simmons 20 Point Blank Proper pay. by Sam Piercey
41 Specialize and thrive The power of original thinking.
22 Who’s driving? The principle. by Jay Perry
44 The road ahead After four years working at it, Kelowna Performance is still improving processes.
24 Prairie View Look who’s 40. by Tom Bissonnette
47 Global Networking A world view on what works and what doesn’t with repair networks.
52 training Why train? by Andrew Shepherd
49 Central control Brampton Auto Mall’s streamlined collision operation.
66 Recycling The future. by David Gold
50 Framing Training SGI gets serious about teaching techs frame repair.
70 Last Word The unknown. by Joe Rayment
Race to the finish
07
3M does NASCAR in Montreal.
HAVE YOUR SAY We welcome your comments on anything you see in Collision Repair magazine. Send your feedback to editor@collisionrepairmag.com.
NOVEMBER 2010 collision Repair 3
Publisher’s page
webrepairs A web strategy only works if you do it right.
PUBLISHER DARRYL SIMMONS (905) 370-0101 publisher@collisionrepairmag.com
By Darryl Simmons
EDITOR JOE RAYMENT editor@collisionrepairmag.com
I
t seems everywhere you turn these days, you can’t escape someone telling you the digital world is playing a crucial factor in the marketing of collision repair facilities. Well, for me that’s a whole lot of truth and at the same time a whole lot of...well let’s just say, not so true. First and foremost there are as many digital strategies as there are paint variations. There are traditional websites, social media (Twitter, Facebook, Flickr etc.), reputation management, review sites, location-based marketing, and on and on.
D
As a result, the sites are filled with information that is six, seven, eight years old with old pictures, old philosophies and dead links. Having these items appear on your site shows you don’t care. The web strategy is a strategy you have to keep alive everyday—every single day. What good is fighting for placement on Google if it leads to a dead-end page? At the end of the day it’s about trust. Will the consumer trust you? Did you do your job properly? The bottom line: in the business world, eye contact, a firm
on’t teach a bear to dance unless you can go all night.
Each has its own merit. When it comes time to pick and choose a strategy for your shop, be careful. Unless you’re a huge organization you probably can’t do it all. Or at least do them all well. And that’s the gist of it. As Robert Minotti of Grand Touring Collision~CSN is prone to saying, “You don’t teach the bear to twostep, unless you can dance all night.” Websites are a good thing, if you are in an urban market. If you only have two competitors in a hundred-mile range, then they’re probably not as necessary. Websites are destinations. You need to drive people there and when they arrive, there better be some good content, or they’re not coming back. On the other hand, reputation-based sites or review sites such as TripAdvisor. com are where you want to pay close attention. You need to know what people are saying about you and if it’s not good, you better respond pronto. The World Wide Web is littered with remnants of dead digital sites. Ones that collision repair shops and everyone else were completely convinced that all they needed as a destination page and the world would find them. It just didn’t happen.
4 collision Repair collisionrepairmag.com
handshake and a job well done is still a comfort food we need. Review sites and location-based sites are where I see the future, especially for shops. A quick search today let’s you know what good restaurants and hotels are in your area. They have real reviews from real customers. These are a way to separate the good from the bad. Perhaps not the best way, but unless you have a personal recommendation, many people rely on the judgement of the crowd. When I talk to some people from small towns, they don’t rely on websites for business. “I don’t need the web,” they say. “I meet my customers at the grocery store. I meet them at the Legion. I know them. They trust me and I trust them. The web isn’t going to help me.” That model is harder to apply in a city, which is a place where the web can help. The goals are the same—establishing trust—but, like everything in life, it requires attention to detail to do it right. CRM
assistant EDITOR Megan Ng megan@mediamatters.ca ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com EDITORIAL ASSISTANTS Gaby schachter, Sasha Erfanian DESIGN ASSISTANTS JI YOON AHN, NICOLE GYNGNA COLUMNISTS ANDREW SHEPHERD, DAVID GOLD, JAY PERRY, SAM PIERCEY, TOM BISSONNETTE VP INDUSTRY RELATIONS GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com DIGITAL STRATEGIES JOE PLATI (647) 669-2625 jplati@mediamatters.ca 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:
3M and Collision Repair magazine take you trackside at NASCAR!
Products Change High Standards Don’t DuPont provides the full Low VOC system to meet all of your refinishing needs. DuPont™ Cromax® Pro waterborne basecoat can speed up your operations and increase productivity, without compromising the quality of work you demand. With 1.5 coat coverage, wet-on-wet application and no flash time between coats, DuPont™ Cromax® Pro can help you reach your operational goals. It’s part of a proven integrated range of DuPont Refinish products. A full range of primer and clear coats are available to complement Cromax® Pro for excellent results. Each of the new products has been designed to meet the challenges you face everyday in your shop. To learn more about increasing your productivity, call your local DuPont Representative or speak with a DuPont™ Customer Care Representative at 1.800.668.6945.
The DuPont Refinish Logo, DuPont™ and all products denoted with ™ or ® are trademarks or registered trademarks of E. I. du Pont de Nemours and Company or its affiliates. DuPont Canada is a licensee. © Copyright 2010 DuPont Canada. All rights reserved.
features
Race to Montreal with 3M 3M heads to the races in style at Montreal’s NAPA 200. By Joe Rayment
E
xcitement, sunblock and a little bit of burnt rubber was in the air at the NAPA Auto Parts 200 in Montreal. The NASCAR event attracted more than 70,000 people to the Circuit Gilles Villeneuve, including a large contingent of 3M’s team and industry partners. “This is our fourth year at the Montreal race,” said 3M’s Scott Blanchard. “We have a hospitality tent here for our best customers. This is the activation event for our NASCAR sponsorship here in Canada at the Nationwide race, so we’re really excited to be here.” Colin Braun raced in the number 16 car for 3M. At just 22 years old, Braun is the secondhighest ranked rookie in NASCAR. He came by 3M’s tent before the race to sign autographs and answer some questions from fans. Continued on page 8. november 2010 collision Repair 7
features
“I love coming up here,” Braun told the crowd. “This is such a great city to come out to—the city’s great, the race track is really fun, it’s neat to see all the fans that come out, and it’s cool to drive the 3M Ford Fusion.” The Montreal track—full of twists and bends—isn’t what many NASCAR drivers are used to, which made for
challenging conditions. “It’s going to be really interesting to watch to see how people save their equipment and save their brakes,” Braun said before the race. And it was interesting. By the end of the Sunday race, much of the field had been involved in accidents, driver Robbie Gordon gave up the first-place position
3
2
1
after running out of gas in the last lap, and Boris Said took home the checkered flag after beating out Max Papis by just .012 seconds, the fifth-lowest margin in NASCAR history. 3M and their customers, for their parts, went home with sun tans, an impressive sampling of 3M products and memories that will last for years. CRM
4
6 5
7
9 8
1 2 3
Bill Suzuki Kim Backman and Hendrik Deuzeman Eric Leveille and Cathie Hastings
10
4 5
Colin Braun and Brian Young Eric Leveille and Colin Braun
8 collision Repair collisionrepairmag.com
6 7 8
Colin Braun and Sybil Paul Colin Braun signing autographs Bill Suzuki, Sylvie
9
Van Geel and Guylaine Lauzon Mike Savage, Iris Savage and Steve Garland
10
Scott Blanchard and Christine Bartle
Easy Money EXPRESS SCRATCH REPAIR: MINOR DAMAGE FIXED FAST Thanks to the new Express Scratch Repair (ESR) technology from Sherwin-Williams Automotive Finishes, dealerships and collision repair shops have a new source of revenue - those small scratches, dents and dings from minor accidents that car owners don’t usually have repaired. With ESR there’s no need for baking. Instead, simple repairs can cure outside the booth and air-dry to a 15-minute cure that can be sanded, polished and then delivered to the customer.
ESR is the repair process that saves time, money and energy. Now that’s easy money! To find out more, call 1-800-798-5872.
Customers like it because it’s affordable; they can get same day repairs, decreased lease turn-in charges and a high quality finish. It’s easy, too. Dealers can provide an ESR assessment at the time of scheduled maintenance as can collision shops when vehicles are already on-site for estimates. That means more new jobs - and less natural gas and heat used.
sherwin-automotive.com/esr
News
new i-car course to focus on recycled parts This fall, the industry can look forward to three new training courses added to the I-CAR Canadian training roster. The courses aim to address three of the more prevalent issues of our industry, namely OEM training, recycled and aftermarket parts and quality control for better efficiency. There will be an OEM training course called Collision Repair for Toyota, Lexus and Scion vehicles (TOY01). Two additional courses that will also be new for 2010 are Inspecting Repairs for Quality Control (QUA01) and Recycled Parts for Collision Repair (RCY01). All of the courses are broken down into three modules and give attendees major points to focus on. Recycled Parts for Collision Repair (RCY01) is one of the first courses of its kind and will give attendees the opportunity to: • Understand the automotive recycling industry and organizations. • Describe the considerations for using recycled parts.
• Identify parts that are commonly recycled and those that are not. • Explain considerations for ordering parts. • Determine if a part has been previously repaired. • Understand the steps for preparing and installing recycled parts. Inspect Repairs for Quality Control (QUA01) aims to give attendees the ability to: • Recognize repairs that should be inspected before coatings can be applied. • Recognize improper masking and flaws in refinish. • Learn the best use of inspection tools in repair areas that are difficult to identify. • Ensure corrosion protection has been applied property. • Learn the most effective skills when communicating to customers about repairs. • Understand the process for pre-delivery and post-delivery inspections. For more information on any of these courses, please visit AIAcollisiontraining.ca.
GOT HAIL? Finest Trained Catastrophe Team
Canada’s Largest Hail Repair Team
Lifetime Warranty
Mobile Estimating Center
Contact us now, and learn what over 100 body shops and numerous insurance companies across Canada have already discovered!
www.hailrepair.ca 10 collision Repair collisionrepairmag.com
info@hailrepair.ca
News
Maaco Regina featured in Sherwin-Williams’s e-Finish
IBIS 2011 heads to the Mediterranean coast
Maaco Regina got a nod in Sherwin-Williams Automotive Refinishes’ latest edition of e-Finish. As it turns out, the Regina facility is the top performing of Maaco’s 475 locations. This edition of e-Finish also featured upcoming SWAF training dates, special discounts and an article from Sherwin’s Steve Feltovich on the latest in lean practices for collision repairers. Visit sherwin-automotive.com for information on subscribing to e-Finish.
Next year’s International Bodyshop Industry Symposium—IBIS 2011—will take place in Spain from May 16-18, 2011 at the Hotel Arts Barcelona. The new location and slightly earlier date enables IBIS 2011 to take full advantage of Spain’s reliably superb spring weather. Research recently carried out by Convention 2020 reveals that in an age of teleconferencing and webinars, face-to-face events such as IBIS, which bring together industry movers and shakers from around the world, are highly valued for their ability to deliver quality networking, the platform they provide to find out about the very latest market developments and the opportunities they offer to spend time with a cross section of the industry’s leading influencers. The delegate package for IBIS 2011 remains unchanged at £1,650. The package includes two nights accommodation at the Hotel Arts Barcelona, attendance at all IBIS sessions, the Delegate’s Welcome Dinner on May 16, the International Dinner on May 17 and Delegate’s Departure lunch on May 18. For full details of the IBIS 2010 delegate package visit ibisworldwide.com.
MPI fraud ring may have ties to organized crime Winnipeg police recently laid organized crime-related charges against the accused masterminds of the province’s largest ever insurance fraud ring. Five people were included in the charges. A little more than a year ago police broke up the ring with the help of Manitoba Public Insurance’s fraud squad. Thirty-five people have since been charged in connection with the scheme, which allegedly netted $800,000 in fraudulent claims.
IBIS chair Chris Mann at IBIS 2010 in London, UK.
november 2010 collision Repair 11
canada’s
fixauto.com
leading network Largest. Fastest Growing. Most Members. Best Support. Leading Technology.
For more information call Todd Noble at 1.877.344.4349
THE BODY SHOP NETWORK
News
Dana’s Collision~CSN raises $1000 for Oromocto Legion Dana’s Collision Center~CSN recently raised $1000 for the Oromocto Legion Building Fund at a charity BBQ. The legion burned down this summer in what the RCMP believe was arson. At the time of the fire, local veterans had just completed a memorial wall for fallen soldiers. Also destroyed in the blaze were the instruments and uniforms for the legion’s band. The community has stepped up to help reconstruct the building, and with Dana’s recent addition they’ve raised more about $80,000 of their $300,000 goal. When owner Dana Alexander spoke to us about his event he had a special thank you for their sponsors: 3M, Enterprise Rent-a-Car, Discount Car and Truck Rentals, NAPA Fredericton and M&M Meats. If you’d like to pitch in to help rebuild the Oromocto Legion you can make a donation to the Oromocto Legion Building Fund through your local Bank of Nova Scotia branch.
The whole Dana’s team posing for a group photo.
Products ChemSpec’s low-VOC Montana Big Sky Montana Big Sky is a family of low-VOC compliant products manufactured by ChemSpec USA. According to ChemSpec, they employed the latest technology to manufacture the paint products for the automotive, fleet and industrial markets at competitive prices. ChemSpec designed Montana Big Sky low-VOC products to reduce paint cost while meeting the increasing demands of today’s environmental concerns. The line includes high-build tintable primer sealer with quick sanding as well as a rich gloss clearcoat. It’s currently available at AB Warehouse of Canada. For more information call 450-4350725 or visit entrepotsab.ca.
Assured Automotive raises $15,000 for MS research
From left: Tony Canade, former Toronto Argonaut Michael “Pinball” Clemons, Laura Pennings and Des Browne.
Assured Automotive recently held their fifth annual charity golf tournament at the Royal Woodbine Golf Club. All told, repairers, insurers and industry partners were able to help Assured raise approximately $15,000 for the Multiple Sclerosis Society of Canada and the Michael “Pinball” Clemons Foundation. The eventful get together ran from 8:30am till the evening, concluding at 5:30pm with a dinner, an awards ceremony and a talk from former Toronto Argonaut Michael “Pinball” Clemons on the importance of striving for excellence. 14 collision Repair collisionrepairmag.com
News Tony canade appointed to Aia Board of directors
New online training portal to strengthen the industry Media Matters Incorporated, publishers of Collision Repair, Collision Québec, Canadian Auto Recycler, BODYWORX Professional and WaterWorx, has announced the upcoming release of the first fully Canadian and bilingual training portal for all sectors of the collision repair industry for fall 2010. Contact Training Directory editor Megan Ng at training@collisionrepairmag.com or 905-370-0101 for more information.
Recently appointed AIA board member Tony Canade.
Tony Canade of Assured Automotive has been appointed to the Automotive Industries Association of Canada (AIA) board of directors. Canade will be filling the position left vacant earlier this year with the passing of AIA director Rick Berg. “Because Rick was one of the driving forces behind AIA’s new strategic training partnership agreement with I-CAR Inter national, we felt it was important to fill this role with an individual who was familiar with the needs of the collision industry,” said AIA board chairman Brad Morris. “Tony is well known in the collision industry for his strong leadership skills and will well represent the collision repair industry in his role as director on the AIA board.” Tony is currently the president of Assured Automotive, an organization that owns and operates 32 collision repair centres in the greater Toronto and surrounding area. He completed his studies in business administration at York University in 1990. He then went on to work as a student-in-accounts a CA Firm in Toronto. In 1992 Tony joined an automotive organization, which operated a collision repair centre and various dealerships. In 2002 Tony became an Equity Partner in Oaktown Collision. In 2005, Oaktown Collision and Imperial Collision merged to form Assured Automotive. Tony is also the Chairman of the Canadian Collision Industry Forum. november 2010 collision Repair 15
News
Fix Auto managing director Athena Hilts.
New appointments at Fix Auto Ontario, Alberta and Atlantic Canada
Anest Iwata to release Supernova Hybrid LS400H at SEMA
Steve Leal, president of Fix Auto Ontario, Alberta and Atlantic Canada, has announced the following new appointments within the company: • Athena Hilts was appointed to managing director. • Peter Polito was appointed to general manager/developer for Fix Auto Alberta. • Sylvia Roccia was appointed to marketing communications manager. • Jamie Rodrigues was appointed to insurance account executive. • Summer Szuky was appointed to customer service representative. Szuky is also maintaining her previous administrative responsibilities. Other recent hires at Fix Auto include: • Tony Desantis: senior insurance account executive. • Kelly Polito: insurance account executive for Fix Auto Alberta. • Reg See: franchisee developer for Fix Auto Ontario. • Tracy Roskar: accounting controller.
Anest Iwata has announced its new Supernova Hybrid LS400H spraygun. According to Anest Iwata, the new gun incorporates their atomizing technology with the best of their HVLP and the speed of their compliant guns. The Hybrid LS400H Supernova is compliant with HVLP legislation (10 psi dynamic pressure at the aircap). The official release will be during 2010 SEMA. You can visit them at the convention at booth #23695 to check the new gear along with the other available technologies they provide.
Boyd Group completes acquisition of True2Form Boyd Group Income Fund has closed its acquisition of True2Form Collision Repair Centers, Inc. The total consideration for the transaction of approximately $18 million USD, subject to normal post-closing adjustments, was funded with a combination of cash, US bank debt, third-party financing, and a vendor take-back note. No new equity was issued related to the transaction. The acquisition is expected to be immediately accretive to the fund's distributable cash per unit. "We are very pleased to have completed the acquisition of True2Form," said Brock Bulbuck, president and CEO of the Boyd Group. "The acquisition is a major strategic move for us in expanding our footprint and continuing our growth plan. We believe that True2Form's strong management team and industry-leading operational expertise and service levels are an excellent fit with Boyd Group's existing organization and will further enhance Boyd's competitive position in the United States." The True2Form acquisition adds 37 new locations in four US states where the Boyd Group previously had no operations. 16 collision Repair collisionrepairmag.com
3M™ Dirt Trap Protection System
Traps dirt
Protects profits
Improve Paint Department Productivity • Capture Dirt and Overspray • Reduce Paint Booth Maintenance • Protect Your Investment
For more information visit our website
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3M is a trademark of 3M. Used under license in Canada. © 2010, 3M. All rights reserved. 1005-01563E
LLISION & GLASS LOCATIONS O C N CS ONTARIO
ALBERTA Calgary
Lou’s Auto Body
403-261-4030
London
Jones’ Auto Body
519-455-3743
Edmonton (North)
Burton’s Auto Body
780-471-3085
Markham
Fineline Collision Centre
905-472-2455
Edmonton (West)
Canwest Collision Center
780-489-2580
Mississauga
Heartland B & B Collision
905-826-5512
Edmonton (South)
Reflections Auto Body
780-437-6321
Newmarket
Elliott’s Collision Service
905-895-3651
Red Deer
Red Deer Collision & Repair
403-343-6375
Niagara Falls
Maple Leaf Collision Centre
905-356-6300
Sherwood Park
Baseline Collision Repairs
780-464-1656
North Bay
City Centre Collision
705-495-2689
Oakville
Automacs Collision
905-844-9200
NEW BRUNSWICK Edmundston
G & M Chev Olds
506-735-3331
Orangeville
Leggett’s Collision
519-941-3811
Fredericton
Dana’s Collision Center
506-458-9272
Orillia
Industrial Park Collision
705-325-4804
Grand Falls
Toner Pontiac Collision Center
506-473-2727
Oshawa
Don Butt Auto Body
905-433-1262
Miramichi
Sarkis Collision Center
506-622-2818
Ottawa
Bemac Auto Body
613-725-3711
Moncton
Champlain Auto Body
506-857-0222
Ottawa
Capital Collision
613-725-0477
Saint John
Downey’s Collision Center
506-632-6519
Ottawa
Turpin Collision Centre
613-728-1908
Woodstock
Corey Ford Collision Centre
506-328-0349
Owen Sound
V.R. Collision Service
519-376-6391
Parry Sound
Constable Auto Body
705-746-6156
Pickering
Royal Auto Body
905-839-5186
Port Hope
Lakeshore Auto Body
905-885-9581
NEWFOUNDLAND St. John’s
The Collision Clinic
709-368-8371
NOVA SCOTIA Antigonish
Ron MacGillivray Chevrolet
902-863-2803
Richmond Hill
Forest Hill North Auto Body
905-780-9254
Bridgewater
Saunders Collision Centre
902-543-3135
Sarnia
St. Clair Auto Repair
519-337-3842
Elmsdale
R/T Collision Center
902-883-8578
Sault Ste. Marie
B & R Auto Collision
705-946-3838
Halifax
Chapman’s Auto Body
902-453-6676
Sault Ste. Marie
Guy’s Auto Body
705-253-2203
Kentville
North’s Auto Body
902-678-1600
Scarborough
Howden Collision
416-759-9333
Middleton
Bruce Collision
902-825-3494
Simcoe
Simcoe Collision Centre
519-428-2370
New Glasgow
Atlantic Car Choice Collision
902-752-1011
St. Catharines
Ed Learn Ford
905-684-8791
River Bourgeois
Brent’s Auto Body
902-535-2805
St. Catharines
Glen Merritt Collision
905-687-8711
Sackville
Keizer’s Collision Centre
902-865-7311
Strathroy
High Street Auto Body
519-245-2412
Sydney
JJ Barrington Auto Body
902-564-8150
Sudbury
Imperial Collision Centre
705-566-9560
Truro
Blaikies Collision Centre
902-893-4381
Thornhill
Bayview Steeles Auto Collision
905-881-7190
Wallace
Ian MacDonald Auto Body
902-257-2215
Thunder Bay
Mascarin Collision Centre
807-623-0515
Yarmouth
Hubert’s Collision Center
902-648-2600
Tilbury
Chatham Kent Collision Centre
519-682-1400
Toronto (Central)
Martino Bros. Collision
416-763-5211
ONTARIO Barrie
Zenetec Collision Centre
705-737-1988
Toronto (North)
Grand Touring Collision Service
416-783-3327
Bolton
Albion Hills Auto Collision
905-880-2277
Toronto (West)
427 Auto Collision
416-259-6344
Brampton
Rutherford Collision Centre
905-456-3116
Trenton
Autotrend Collision
613-392-2868
Brantford
Canadian Auto Collision
519-752-5491
Uxbridge
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905-852-7468
Brockville
Ravenhurst Motors
613-345-5513
Walkerton
Walkerton Collision Centre
519-881-1717
Burlington (East)
Cars Auto Collision
905-333-9111
Waterloo
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519-885-3800
Burlington (West)
City Automotive
905-335-1499
Windsor (East)
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Cambridge
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613-257-2432
Woodbridge
Hwy 27 Auto Collision
905-851-3967
Chatham
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519-358-1400
PRINCE EDWARD ISLAND
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Blue Mountain Collision
519-599-3852
Charlottetown
Gaudet’s Auto Body
Fergus
Hutten Collision Centre
519-843-4230
Donagh
Bill Koughan Auto Body
902-569-3851
Guelph
Golden Triangle Collision
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Summerside
Century Auto Body
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Kitchener
Regency Auto Collision
519-744-8421
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902-368-3827
9/23/10 11:55 AM
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point blank with piercey
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
Properpay It’s worth an argument to get what you’re due. By Sam Piercey
I
wasn’t entirely shocked when I read the results of Tom Bissonnette’s estimating survey—a lot of facilities leave things off their estimates. It’s sloppy, but it’s an easy enough mistake to make. I hope that no one’s doing it intentionally to lower the bill—we have enough problems in this industry. The last thing we need is to get into a situation where no one can afford to pay their techs what they’re worth because we have to compete with some guy down the road who’s only billing for half of his labour. But now that this issue is front and centre, pay attention. Bill accurately, or you’ll screw it up for yourself and make it
S
Maaco has a Canada-wide 97.4% customer satisfaction rating
tand up, make your point. Tell them Sam Sent you.
[measured by CSI Complete]
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I make money when an insurer pays me, not when they pay someone else less. We spend so much time worrying about compensation and how to pay for things. Here’s one way to help. It’s a matter of being up front and not cowering at the thought of turning in an accurate estimate. It’s not high—it’s fair. And they know that. It accounts for the full labour we put into these jobs, and it’s what we should be paid. A lot of these items are already on the books—the various insurers have said they’re willing to pay them. All you need to do is read up, be diligent, and assert yourself. If they give you trouble, you can show
harder for the rest of us in the process. Make sure you and your estimators are on top of what your insurance companies will and will not accept. There’s a lot you can miss, and it’s changing all the time. The difference between a well-informed estimator and one who’s fallen behind is vast. It’s like having a good accountant: they know all the available write-offs and where they apply. But don’t expect the insurance companies to go out of their ways to point out that you’ve under billed any more than you expect the government to tell you that you could get a bigger refund—you need to ask. If you already bill accurately, take a note from Tom and do us all a favour: share. Tell that guy down the road who’s billing for 20 minutes out of every hour he puts in—he could be making more money. You could keep it to yourself, sure, but I honestly don’t think it would help your situation.
20 collision Repair collisionrepairmag.com
them the agreements, the recommended procedures and the associated costs. And show them Tom’s column. Maybe they’ll get the idea that this is serious business. It’s our livelihoods and the pay cheques of all the people at our facilities. If we’re under billing here and there, we risk insurers getting used to unrealistic rates, and then everybody suffers. What I’m saying is it’s worth an argument. People won’t always be fair to you—that’s life. But they’ll never be fair to you if you don’t ask. Stand up, make your point, and demand the money you’re due. Tell them Sam sent you. CRM
Sam Piercey is the co-owner of Budds' Collision Services in Oakville, ON. Sam is a long-time Coyote member and sits on many boards and committees. He can be reached at sam@buddscollision.com.
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who’s driving?
ThePrinciple Finding a better way to lead your business.
By Jay Perry
W
e have all heard it said before: “it’s the principle of the thing!” Then someone will go on to talk about how it’s not the money, the aggravation, the replacement, the service, etc., etc. Here’s another perspective: what if we taught principles instead of techniques? “No company can train its front-end people to handle every situation,” Sir Richard Branson said once, “but you can strive to create an environment in which they feel at ease ‘doing as they would be done by.’”
we make an effort to understand their principles? One client of mine tried a new technique I showed him with a visiting non-DRP insurance representative that came in with a very defensive attitude. It resulted in a very good conversation, a few shared laughs and opinions about the industry. They bonded quite well and cooperatively solved a challenge the rep had with his boss in paying what was needed to repair the vehicle properly. My client got all the money needed, the insurance rep got the approach he needed and a new friendship was struck.
Y
ou, as company leader, must teach the principles You believe in. So he is teaching a principle that, if understood by his 24,000 employees, alleviates a lot of complaints; treat customers as you would like to be treated when you are a customer. You, as a leader in your company (and you don’t have to own it to be a leader), need to teach the principles you believe in to the people that represent you. Your estimators, supervisors, managers, drivers, detailers, receptionists, everybody associated with your company needs to understand the principles you hold dear. Once the principle is embraced their decision making becomes very similar to yours. As an example, I was doing a lesson on leadership with a client that valued respect (and wanted to be respected) and asked him to evaluate how he showed respect for his employees. He had to admit that he hadn’t shown this lately as the employees’ lunch room was in dire need of repair and redecorating. So the question to him became, “Then how can you expect them to show respect downstream to the customer with high-quality workmanship and care of the vehicle if the principle of respect is not showing up as a principle everywhere inside the company?” We also have to ask if we are showing respect to insurance companies that have a financial responsibility to their policy holders and shareholders. Do
22 collision Repair collisionrepairmag.com
This to me was a home run and I know you are not going to hit one every time you go to bat. What is certain is that small improvements can be made and those improvements are based on principles. One of my principles: it is unnecessary to be the one who looks like he got what he wanted; it’s important to be the one who got what he wanted. That principle has saved countless arguments and confrontations. When I teach it to our staff, it is a difficult one for them wrap their heads around it because. As I was also taught, the only thing that all humans have in common is the desire to be right. If we stand on that desire as a principle we will make the other person wrong. As I said in a recent speech: “There is only one person who loses the argument with a customer and it is not the customer, no matter who is right.” So it becomes an examination of our principles, prioritizing and teaching them. Only by carefully doing this can you be the one who’s driving. CRM
Jay Perry is the founder and owner of Automotive Business Consultants (ABC), a performance coaching company specializing in the automotive service industry. He can be reached via e-mail at jayperry@a-b-c-inc.com.
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Lookwho’s40 Midtown Auto Body: a generation’s worth of excellence. By Tom Bissonnette
F
orty years. That’s a long time. Probably most of you reading this have not been alive that long! Can you imagine being in the collision repair business for 40 years? Lloyd and Sandy Giles from Midtown Auto Body in Elrose, Saskatchewan can and together they have dealt with four generations of families from their town in that time. I first met Lloyd 30 years ago when I was a young salesman for a national auto supply company. He gave me a hard time back then and he has not let up yet! I later went to work in the collision industry and came to see Lloyd as an outspoken and passionate leader for the auto body trade. He was an advocate for training, becoming one of the first facilities to utilize young workers from the local work-ed programs. Over the last 40 years Lloyd and Sandy have supported 40 different employees, some which have gone on to start successful businesses of their own.
Together the Giles’s have started several businesses in their community, including a car wash and an auto wrecking yard. They have raised two great children who have given them four beautiful grandchildren. Sounds like a full life winding down to a happy and serene retirement right? Not a chance, says Lloyd. They just finished their second major addition to their facility in the last six years and added a down-draft bake booth to bring their facility up to world class standards!
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24 collision Repair collisionrepairmag.com
prairie view
All this exists in a town of 500 (if you count women, children and small animals) and a trading area of about 100 kilometres. The normal work day consists of repairing deer hits and hail damage, but
Lloyd also serves on the provincial safety association for the collision industry and was president of the provincial auto body association (SAAR) for two years. Recently Lloyd’s facility got an honourable men-
I
think he’s already planning for their 50th anniversary.
I’ve been there to see the odd grain auger or some other type of farm equipment being worked on. If it needs fixing, Lloyd and his crew will figure it out and make it work! I think he is already planning their 50th anniversary in business! In addition to running their businesses, Lloyd and Sandy take time to be involved in their community serving in the Lions Club, town council and visiting the seniors at the local care home (okay, maybe just Sandy does that, but the way Lloyd is playing golf lately I think he has been hanging around the seniors just a little too much).
Lloyd and Sandy thanking their friends and customers at the celebration.
tion in a contest to name the Canadian body shop of the year. If you ask the fine folks at Elrose and area, they will tell you that Lloyd and Sandy are “Shop of the Year” in their eyes. Drop them a line at giles.autobody@sasktel.net to give them your regards! CRM Tom Bissonnette is the owner/operator of Parr Auto Body, a collision repair facility located in Saskatoon, SK. He can be reached at tom@parrautobody.com.
Assured Automotive
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 Honours CCIF Skills Program
”
Assured Automotive wishes to extend their congratulations to Leanne Blackborow and the CCIF Skills Program. The CCIF Skills Program was created in 2008 to address the Skills Shortage affecting the Collision Repair Industry in Canada. The program encourages young people to choose careers in Collision Repair by creating a strong presence at Skills Competitions held across the Country. Assured Automotive honours Leanne and the CCIF Skills Program for establishing an annual Car Painting Event at the Canadian Skills Competition and continuing to promote careers in the Collision Repair Industry across the Country by improving the manner in which careers in Collision Repair are presented.
D URE A S S OURED HON
Leanne Blackborow
november 2010 collision Repair 25
quebec
QuebecToday La belle province continues to be a unique market for the collision repair industry.
By Michel Caron Audatex, a Solera company
T
he last 12 months have been quite interesting in the province of Quebec, to say the least. Claims volume is down ten per cent as compared to the previous 12 month period. This can be attributed in large part to the mild winter experienced throughout the province and, to a lesser degree, the result of new driver practices in place. The sharpest decrease in claims activity was felt during Q1 2010 (-15.24 per cent). Again, the absence of winter weather was the driving factor. Claims volume rose during Q2 2010 (though still
On a more positive note, average used car values are up more than five per cent over the last quarter and this will likely result in more opportunity to repair versus total. The collision repair community faced many different challenges over the past year. The North American Big Three downturn, insurer’s ability to measure like never before, record low claims and new low-VOC requirements hit all facilities. Despite consolidation and facility/dealership closures, the Quebec market remains relatively strong. Inter-
d
espite facility/dealership closures the quebec market remains strong.
down by 4.23 per cent), which indicates the industry is gradually returning to normal activity. Interestingly, we have seen average gross appraisal values drop by nearly one per cent while the average typical vehicle age has increased by one year. Average parts count is down slightly and correspondingly; repair vs. replace practices are up. Total loss volume is up one per cent versus the prior 12 month period, which is the result of lower used vehicle values. 26 collision Repair collisionrepairmag.com
estingly, facility owners took this slow time to reflect on the state of the industry and as a result many have embraced new technologies and invested in new workflow methodologies to increase efficiencies. Specialization will continue to be the driving force for increased efficiencies. What’s surprising to note is the vehicle mix for Quebec: Asian (59 per cent), domestic (33 per cent) and European (eight per cent). The average age of repairable vehicle is 4.6 year old with an ACV of $12,723 and a gross appraisal value (less taxes, storage and towing) of $2109.88. The parts mix as a percentage of total parts dollars tells us the facilities are doing what needs to be done to repair the vehicle. If we compare year over year numbers, OE parts utilization dropped to 62.9 per cent, aftermarket parts remained the same at 13.1 per cent, but the staggering number is the recycled parts, this number increased to 18.2 per cent (Canadian average of 9.4%). It goes without saying that while we see the total loss percentage for the province sitting at 13.2 per cent of all claims, this is a far cry from the Canadian average of 20.3 per cent that was experienced last year. The average vehicle age for total losses in Quebec is 8.4 years with an ACV of $6615.68 compared to a Canadian average of 8.7 years and an ACV of $7361.90. CRM
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features
CSN
Sets Sail Industry leaders and CSN members head to the maritime for the network’s eighth annual conference.
Joe Frangione and Enza Baiamonte of Bemac, Capital and Turpin Auto Body~CSN in Ottawa, ON and Victoria Faric and Alex Faric of Howden Collision~CSN in Scarborough, ON.
Ian MacDonald and Nancy MacDonald of Ian MacDonald Autobody~CSN in Wallace, NS, and Scott Cruickshank of Red Deer Collision~CSN in Red Deer, AB.
A
gainst the backdrop of history and beauty of Canada’s maritime region, CSN Collision and Glass’s eighth annual conference proved a perfect balance of education, industry insight and pleasure. This year’s conference was held in beautiful Halifax at the Westin Nova Scotian Conference Centre from September 16-19. The three-day conference kicked off with the Captain’s Ball, where guests were treated with dinner, dancing and music from Studebaker Pie. CSN recognized some of the year’s stand out members that night with their Masters Awards. After a quick rest attendees returned for a full day of cutting-edge seminars on today’s collision industry. The morning featured presentations from Enterprise Rent-a-Car’s Marie Artim, who spoke on developing talent
From left: Flavio Battilana, COO of CSN Collision and Glass; Mindy Kunkel, CSN’s marketing manager; Bev Groves, CSN business development representative, Atlantic region; Mike Elliott from Elliott’s Collision~CSN in Newmarket, ON; Jay Hayward, CSN’s manager of operations; Jenny Trokic, CSN’s business development representative of Ontario region; and Larry French, CSN’s national director of sales.
Luc Ruest and Natalie Leblanc of Aviva Insurance and Michel Gagnon of Mitchell International. David D’Addio of Maple Leaf~CSN and Dana Alexander of Dana’s Collision~CSN enjoying the CSN Information Cafe.
Below: CSN members gathering at the VIA Rail Train Station.
Right: Adam Sarkis and Allain Sarkis of Sarkis Collision~CSN in Miramichi, NB; Sharon Ashley of Summit Software and Dana Alexander of Dana’s Collision CSN in Fredericton, NB.
28 collision Repair collisionrepairmag.com
features from within a company’s ranks, and AkzoNobel’s Larry Elmore, who gave a presentation on managing the many demands of a business simultaneously. The afternoon focused on insurer relations with breakout sessions with Aviva, RSA, TD Insurance and the Economical Insurance Group. Day three kept up the pace, opening with a keynote workshop from respected executive leader and coach Eddie LeMoine. LeMoine has held senior executive positions in companies such as GE, IMP Group and MITI, which he’s used to inform his first book Bring About What You Think About. Following lunch CSN members took care of some business at their private meeting, got together for a group photo and then capped off the weekend with the members’ dinner and networking at Halifax’s famous pub the Lower Deck. CRM
Gary Nagle of the Economical Insurance Group; Jenny Trokic, business development representative, Ontario region~CSN Collision and Glass; Chris Tuma of Royal Sun Alliance.
Sandra Barbaro and John Barbaro from Albion Hills Auto Collision~CSN in Bolton, ON, Gaetano Ianelli and Raffaelina Ianelli from B&R and Guy’s Auto Body~CSN in Sault Ste. Marie, ON.
Darryl Simmons of Collision Repair magazine with Julio Bruno and Brenda Bruno of Glen Merritt Collision~CSN.
Left: Debbie Van Rossum and Terry Van Rossum of VR Collision~CSN in Owen Sound, ON; Mike Elliott of Elliott’s Collision~CSN in Newmarket, ON; John Hutten and Joanne Hutten from Hutten Collision~CSN in Fergus, ON; and Flavio Battilana, Chief Operating Officer for CSN Collision and Glass.
Right: Manuel Der Haroutiounian from Bayview & Steeles Collision~CSN, Rick Yates from TD Insurance and Vickie Der Haroutiounian from Bayview & Steeles Collision~CSN. Below: CSN members gathering at the VIA Rail Train Station for a group photo. CSN Members taking the guided tour at PIER 21.
november 2010 collision Repair 29
World Leaders In Automotive Finishes Š2010 PPG Industries www.ppgrefinish.com
features
The Walt Disney World Swan and Dolphin Resort and Convention Center in Orlando, Florida—the site of PPG’s MVP conference.
Tech Taming
Key collision repairers head to Orlando to get a vision of the future at PPG’s MVP conference. By Darryl Simmons
C
hange is the new constant in the collision repair world. It is evident that nothing is going back to “the way it used to be” and the paradigm will keep shifting. Repairers need to keep looking over the horizon to see where technology will take us and how to use it to win. This was the fitting opening address by PPG’s Randy Dewing at the company’s recent three-day MVP conference in Orlando, Florida. Keynote speaker Scott Klososky built upon the overall theme of Visionary Leadership: A Call to Action to more than 300 repairers gathered from across North America. “All businesses need the ability to make good technical decisions because it is november 2010 collision Repair 31
features
Above: Sharon Wells and Bill Didham. Below: The future of collision repair panel. Above: PPG’s Beth Kassabri, Frank Lefebvre, and Lianne Perissinotti. Below: Garland Autobody’s Kathy and Derrick Ryan.
The Walt Disney World Swan and Dolphin Resort and Convention Center.
Above: Bill Didham, Mike Gunnells and Sharon Wells. Below: Concordia Carstar’s Steve Lisle.
PPG’s David Knapp and Norm Angrove.
a proven factor in success or failure. Accurately predicting the future is important, but acting on it is crucial,” said Klososky, author of the recently published Velocity Manifesto. “Those who are reactive will end up being taught by proactive competitors.” With no long-term vision set into process, businesses will inevitably end up with friction and confusion, according to Klososky. He says it is important to draw a picture what it will look like five years out and start determining investment needs for people, products and processes. The key is having a process in place to make successful your action items and getting “your unfair share of new business.” Online reputation management is quickly becoming a determining factor in the new tech-driven world. “Never before has there been the opportunity for one person to reach millions of people for free,” Klososky said. “Don’t waste it. It’s going to make a difference.” Simple steps to help out are building an online listening campaign to “hear” what is being said online about you and your company, developing an engagement policy for contacts, and to measure the results. “Younger generations are less worried about security issues than the ‘coolness’ of
Above: Summit Software’s Frank Terlap, presenter Richard Flint and PPG’s Randy Dewing. Left: Keynote speaker Scott Klososky.
location-based marketing. Just look at the success of yelp.com and tripadvisor.com.” The conference featured several other speakers as well as breakout sessions, all centred on the visionary theme. Norm Angrove, senior manager of PPG value-added programs, presented a seminar on marketing in the 21st century. “In light of the intensified competition in our industry, our customers need to take advantage of the new marketing opportunities available to them today,” Angrove said. “Technology and online opportunities have made an obvious difference, but there’s much more to address to help our customers accelerate their success.” In addition, experts David Knapp and Mike Gunnells gave an introduction to continuous improvement methodologies,
32 collision Repair collisionrepairmag.com
proven successful at the OEM level. A Disney Institute also representative explained why a down economy is a great time to outpace your competition, and a panel of industry experts offered insight into the future of the collision centre business. The “White Collar Lean” breakout session focused on how to build a “digital plumbing layer” to leverage technology to reduce touch time in the office. With a good technical back-up plan in place, businesses can start to develop an intelligence layer as well as a process management layer. Recharging The Human Spirit was the emotionally-charged presentation by Richard Flint, one of America’s top personal development speakers and coaches. He demonstrated how to motivate you and your staff by recognizing the purpose of “spirit,” breaking down the mistakes leadership make and showing how to rebuild morale within the organization. “We had an exciting and powerful mix of speakers, seminars and discussion groups,” said Jim Berkey, director of business solutions for PPG. “All targeted at helping collision centre owners and managers strengthen their leadership and execution skills and their ability to get the right things done to improve their business performance.” CRM
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features
Empire Collision’s general manager Bill Johnson.
Team
Driven
For Bill Johnson and Empire Collision, everything about collision repair is a group activity. By Joe Rayment
A
my Brogden works as a customer service representative at Empire Collision South, one of Empire Group’s three locations and among the largest collision repair facilities in Edmonton, complete with an inverter welder and state of the art computer generated frame measuring equipment. Brogden is easy going and enjoys how much she learns working there. Her dream car is a black and purple ’68 Dodge Charger. Bob Blackburn is an estimator at Empire with more than 40 years experience in the auto body industry. He loves the challenge of coordinating and communicating with the different parties involved in a collision claim. His dream car is a red ’60s muscle car. Shane Buck, a self-described “fussy painter” at Empire, dreams of owning a ’70 GTO in Corinthian blue. These, along with biographies of Empire Collision’s entire staff, feature prominently on the company’s website like bios for a hockey team’s players. Everyone says they’re team oriented, but Empire really puts its money where its mouth is. The whole group runs on a system of practices and procedures designed to keep every player moving in sync. The attitude goes well beyond the web bios though. At the core of the group of collision repair facilities are three partners: Ken Smoley, president, handles overall business operations; chartered accountant John Howard keeps the finances on track; and general manager Bill Johnson looks after collision operations and customer relations.
34 collision Repair collisionrepairmag.com
features “We all pick each other up and help each other out where ever we can,” said Bill Johnson. Johnson’s been in the industry for more than 25 years. His dream car is a red ’69 Firebird convertible. The entire company operates on a similar principle—every team member should be as involved as possible so their skills can complement each other. “We just don’t leave it to one person to sort it out,” Johnson said. “We get everybody involved in it.” The front-end staff of each facility meet every morning to discuss the game plan: what repairs are currently in progress and where are they? What’s coming in today? Tomorrow? Next week? Which customers need updates? Everyone comes to the meetings equipped with a notebook and leaves with a game plan—it’s a level of involvement that helps keep the whole team across three facilities working from the same playbook. “They’re obviously a very professional organization there,” said Carlson Body Shop Supply’s Allen Palechek, who’s worked with Johnson for about 15 years. “They have a strong reputation in the market place—it’s their insurance company relationships as well as relationships with the dealer network out there.” The Empire Group also takes its role in the community seriously. It has a mandate from the ownership group to give back to the community and for the past ten years has provided support to organizations such as Kids Kottage, the Special Olympics, Inner City Kids, Fort Edmonton and other local charities. From time to time, Empire will meet with their industry partners to discuss procedures and practices to help both sides work through their challenges. It’s a full affair for Empire; just about everyone comes out—from management to painters to the customer service representatives—to meet with representatives from car rental companies, suppliers or the insurance industry. “That way everybody understands the process,” Johnson said. “That’s what we need.” They discuss things like how a particular insurer wants to handle claims: the paperwork, deductibles and processes. Currently, Empire sends out weekly reports to the insurers they deal with regularly, filling them in on how many cars they’re currently working on and their capacity to take tow-ins and more work. The result is a smoother relationship, a wide range of opinions on the best practices and, crucially, a better experience for the customers.
Empire has put a lot of effort into making the repair process—particularly the insurance aspect—as painless as possible. They have extremely detailed information online about the whole process, which they hope can alleviate the stress of what is usually an unexpected, often traumatic situation for customers. If the customer is unfamiliar or unsure about the claims process, one of Empire’s customer service representative can simply take it over on their behalf. Much of Empire’s current systems and procedures are in place—in one way or another—to reduce friction through collaboration. In this regard, Johnson shines. To his staff, he’s become known for his sometimes quizzical one-liners— “Billisms”—that he employs to help make a point: “many a true things are said in jest;” “we’ll do it right or go home;” or simply “when did the rules change?” “Over the course of the years, I’ve found that the point [of the business] is dealing with people. That’s what makes the whole thing work,” Johnson said. “So I have to find a way to deal with people and put a spin on it and have some fun. At the same time I have to make my point.” They allow him and his staff to progress a situation without escalating tensions. They’re helpful in a lot of situations “Another one we’ve got is: ‘we specialize in the unexpected,’” Johnson said. “People don’t plan for auto body repairs—there is never a good time to get into a car accident. It’s Empire’s priority to get our customers back on track and back on the road with as few life interruptions as possible. This quality work and speed only comes with a specialized team.” CRM
Above: Johnson and his collision team, ready for action.
Empire Collision Group Snapshot Empire Collision SOUTH 9000–60 Avenue, Edmonton AB T6E 6A6 780.469.4418 Empire Collision WEST 17704–102 Avenue, Edmonton AB T5S 1H5 780.452.5595 Waterloo Ford Auto Body 11211–105 Avenue, Edmonton AB T5H 3X4 780.917.5180 Staff Managers: Production Managers: Techs: Appraisers:
3 1 9 4
Detailer: 3 Parts: 1 Painters: 4 CRS: 3 Apprentices: 7
Systems Booths: DeVilbiss, Blowtherm Paint: BASF, Onyx Waterborne, Glasuirt Frame: Chart, Wedgeclamp, Chief Measurement: Chief Velocity, Chief Genesis, Wedgeclamp Estimating: Audatex, Mitchell, Ultramate, Imagemate, Eclaim
november 2010 collision Repair 35
women of the industry
Family Function Everyone who visits Bruni Auto Repair leaves feeling like family. Owner Felicia Bruni makes sure of it. By Kelly Mencfeld
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 Felicia Bruni and every woman profiled in our Women of the Industry section will receive a membership to WIN.
Bruni Auto Repair’s owner/ manager Felicia Bruni.
A
lot of hard work and determination went into getting Bruni Auto Repair’s owner/manager Felicia Bruni to where she is now. “I started off with a vision, had a lot of determination and was very fortunate to have great business partners and a supportive husband,” she said. When she first began in the family-owned business in 1980, her two uncles were the sole owners. After working her way up from a part-time position, Felicia eventually became the third partner in 1990. “Entering into a very male dominated industry, I knew I had many challenges ahead of me,” Bruni said. “I was young, female and inexperienced. I definitely had to earn my stripes.” The Winnipeg, Manitoba collision repair facility has come a long way since Bruni began. The facility went from a three person business to having 14 employees. Recently, their team grew to include a female paint technician. Bruni and her partners welcomed the idea of bringing another woman onto the team. “I have found that women show much more attention to detail, which in the end provides a much nicer product for our clients.” Every day Bruni works hard to ensure the facility’s customer service is running at its highest level. She ensures that they always dot their I’s and cross their T’s to help eliminate any problems that could come their way. “What strikes me the most about Felicia (and everyone at Bruni) is their ability to balance a professional approach to business while making everyone that walks into the building feel like family,” said DuPont Canada’s Paul Engstrom, who’s been Bruni’s technical advisor for the past 12 years.
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Bruni takes the same approach with staff as she does with customers. “We pay attention to our staff ’s needs to ensure we are doing everything we can to make them the most efficient they can be.” Bruni grew up surrounded by people who tinkered with cars, so it was no real surprise that she
‘I started with a vision, a lot of determination and great business partners.’ entered the collision repair field. “I had a dream to own my own business and was lucky enough to have this family business in my reach,” she said. “I wanted to help grow a company and, with all of the great people I work with, it has all come together.” There are still challenges for women in the collision repair industry, which is still, even after years of progress, fairly male dominated. But they’re challenges that can be overcome with a little perseverance and the right strategy. “There will always be problems to face when entering any male-dominated industry,” Bruni said. “Surrounding yourself with helpful people and working closely with your suppliers will ultimately help you get further, as will applying yourself and working hard to achieve your goals.” CRM
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Fix Hits the Links Fix Auto raises $9,000 for autism research in honour of fallen team member at its Masters Golf Tournament.
non, James Michel Gag rnational’ss, Mr Fix, Fix Auto’srdins. te In ll he in Mitc e of Desja of Desjard Mcintosh and Richard Lavalle Steve Leal
Athena Hilts and Ste Alberta and Atlan ve Leal of Fix Auto Ontario, Duplantie, presid tic Canada with Manon ent of Fix Auto Ca nada.
Pat Ferlito and Mr Fe representatives fro rlito with m Autism Ontario.
Fix Auto Barrie North’s Auto’s Sylvia Roccia, Kim Roberts, Fix Collision Repair’s Gloria Mann and Fix Aut o’s Athena Hilts.
Fix Auto
Staff wit
h Mr. Fix
.
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dG erts, Pat an ld, Doug Rob Andy Neufe d Daryll O’Keefe. Schaffner an
F Josie Ferlito, a member of the Fix Auto team they lost in a tragic car accident in December 2007.
ix Auto Ontario held their third annual Masters Golf Tournament in September, bringing together Fix employees and franchisees with industry leaders from across the province. This year’s tournament was held at the prestigious Club at Bond Head (North Course), where attendees were treated to a day of golfing, live music entertainment and prizes. One lucky golfer took home the Best Ball title and was honoured with Fix’s signature Blue Jacket during the dinner reception. Fix also raffled off an exclusive corporate Bond Head membership valued at $18,000 for the 2011 golf season.
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“Fix Auto’s Third Annual golf tournament was a great success,” said Steve Leal, president of Fix Auto Ontario, Alberta and Atlantic Canada. “Each year the Fix Auto Masters Tournament gets bigger and better with outstanding attendance and support from our franchisees, suppliers and insurance partners. With everyone’s generosity, we’re pleased to be able to raise over $9,000 towards Autism Ontario and honour Josie Ferlito’s memory.” Fix holds the tournament every year in honour of Josie Ferlito, a member of the Fix Auto team they lost in a tragic car accident in December 2007. This year, they raised approximately $9,000 Autism Ontario in Ferlito’s honour. CRM
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CSI Insight Understanding the repair experience from the customer’s perspective. By Bruce Carrick Mitchell International
I
magine this scenario: you and your spouse have been looking forward to eating at a hot new restaurant for long time. The big night comes along. The ambiance is great. The wait staff is anxious to please. Yet somehow the meal falls short. Your order is wrong. Or the food is slightly overcooked. Or you are waiting forever for your main course. Yet when the waiter asks how your meal was, you respond “fine.” After all, it wasn’t his fault that the steak was overcooked. Plus he seemed so anxious to please, so you don’t want to rain on his parade. And then you go home and tell your friends and neighbours to avoid that restaurant like the plague. Now imagine you are the owner of the restaurant. You ask the waiter how that couple just enjoyed their meal. “Everything seems to have been okay, plus they gave me a good tip,” he responds. Another satisfied customer, you conclude. A few months later you start to wonder why there is no longer a waiting list at your restaurant. The above scenario can easily be translated to the collision repair customer experience. How often do customers tell the estimator and front-office staff what they think they want to hear instead of their true feelings about the repair process? On the flip side, how often are customer statements and visual cues interpreted by staff based on what they hope to hear? And how much of this information actually reaches the owner/manager?
Closing the perception gap.
Revealing this gap between the collision
repair facility manager’s perception and the customer’s perception of the experience is one of the main benefits of having a third party conduct customer satisfaction index (CSI) surveys. Customers are usually interviewed by telephone, as this method provides fast results and typically has the highest response rate among all methods of data collection. Professional interviewers conduct the surveys—typically just a few minutes in length—that focus on key components of the repair experience that drive customer satisfaction, such as: facility quality, facility service, timeliness of delivery and how well the facility kept them informed throughout the repair. The surveys also ask customers how willing they would be to refer the facility to others based on their experience. The “refer” question has special significance for evaluating customer loyalty, especially when customers are asked to rate the intensity of their opinion (by using a one to ten scale where one is “very unlikely” and ten is “very likely” to refer). In fact, this question is the primary metric to determine the Net Promoter Score (NPS), a discipline used by leading firms, including Mitchell International, to predict customer loyalty behaviour. AutocheX, Mitchell’s customer experience management service, uses this question to help collision repairers understand how truly satisfied their customers are with their repair experience. “It’s a better indicator of customer satisfaction than a ‘yes’ or ‘no’ score,” said Milt Kruger, owner of On Line Collision in Langley, BC and winner of several AutocheX Premier Achiever Awards. “We key in on
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this question, as well as responses on quality and service.” Facilities learn from both negative and positive responses. “We also look for customers who are extremely satisfied,” Kruger added. “If they were extremely glowing, we would look to understand what we did well.” Sam Piercey, VP and general manager of Budds’ Collision Services in Oakville, Ontario explained how he uses the system to aid in the follow-up process. “Our CSI program scores have been pretty high in most areas. However, when the numbers are low, we pull the work orders to find out why, and we call the customer. They appreciate that we are taking the time to follow-up and understand how we can do better next time.” Whether the goal is to address specific customer issues, improve processes, or differentiate from the competition, implementing a CSI solution gives repair facilities a strategic tool to improve their business based on advice from the group that is always right—their customers. A truly successful CSI program will not only enable shops to understand and improve the repair experience for their customers, but can also help them increase repeat and referral business. CRM Bruce Carrick is director of Canadian product management at Mitchell International. He has nearly 20 years of experience in information technology, operations management, market research and product management, including a dozen years experience in the insurance and automotive repair industries.
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Specialize Thrive I and
Tsawwassen Collision knows the power of original thinking.
By Joe Rayment
f you’ve spent much time in BC’s lower mainland, it’s easy to like Tsawwassen. It’s an idyllic town that serves as a hub for many of the ferries to Vancouver Island—the last mainland stop for a lot of day trips and holidays. The town itself is characterized by fine landscaping and a unique architectural aesthetic. Within that setting is the equally unique Tsawwassen Collision Ltd. In many ways, it doesn’t look like a collision repair facility—at least not in terms of layout. The stucco building is long and narrow, with garage doors dotted along its front end. It’s only one car deep in many spots. The layout’s created challenges, but it’s also encouraged creativity. “We’re fairly clever at utilizing the space as much as we can,” said owner Peter Sziklai. “We’ve taken out walls wherever we can. We try to keep things hanging rather than on the floor as much as possible—the rent cheque is a pretty darn significant number every month, so we want to maximize our use.” The situation is unique, but they’ve made a lot of progress since they started in the building. “Ten years ago when I started, we didn’t have as much space, but I swear to God half my day was juggling cars outside,” said Chris Benson, Tsawwassen’s operations manager. “And now you look outside and it doesn’t look that busy because everything is inside, where it needs to be.” When it came time to bring in a new spraybooth, they put a great deal of thought into how to fit it in without sacrificing space. Of particular interest was the gap between the wall of the booth and the facility’s existing wall—the space would be rendered pretty much useless, and therefore an inefficient solution in their space-restricted facility. But who needs an extra wall? They took out the brick and simply used the spraybooth as the
‘now when you look outside it doesn’t look very busy because everything is inside, where it needs to be.’
Tsawwassen Collision’s Dave Hope, Peter Sziklai and Chris Benson.
wall. They sealed in the rest of the area with, of all things, flame retardant aircraft hangar fabric. november 2010 collision Repair 41
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The guy who was doing the construction work stumbled on the solution while walking his dog past an airport. “He saw someone building a little kind of hangar using this fabric and he asked what it was,” Sziklai said. “And there it is—it works great!” Since, they’ve also installed a Junair 4 booth and a new Car-o-Liner Vision measuring system. The aircraft hangar fabric solution is the kind of strategy that characterizes Sziklai’s approach; he’s not one to take an out-of-the-box solution simply because one’s available. What he’s concer ne d wit h most is lo oking at t he situation and finding the best fit: specialize and thrive. A litt le w hi le ago t his me ant ex p an d i n g t h e bu s i n e s s t o i n c lu d e a mechanic. For minor mechanical fixes on vehicles that came in for collision work, they could figure out the repair themselves (though it still slowed down production). For medium and large repairs, they’d simply send vehicles out of house.
Tsawwassen Collision borders a farmer’s field. Sziklai recently had the area overlooking the field landscaped to give employees a nice space for breaks.
“I said I’ll pay you money. And I’ll take the phone away,” Sziklai said. Andrew took a few weeks off while they renovated the area and brought in more modern equipment. And the rest is history. Today, Andrew is free of the administrative work he used to have to worry about, and in return Tsawwassen rarely has to send vehicles off site anymore, alleviating a lot of phone calls, headaches and towing bills. It allows them to do jobs for more efficiently and with less back and forth wit h t he Insurance Corporation of British Col u m b i a — B C ’s primary insurer. At t h e s am e time, it’s helping margins. “If I do an $800 sublet, I’m lucky to ma ke 10 p er cent on it,” Sziklai said. “It’s nothing but money going out and none of it coming it. But if I do all this work in house—you can Due to the building’s layout, space is at a premium. Where ever possible they try to apply w h ate ve r keep things off the floors to make more efficient use of the area. overhead you want to it—but “It just turns into such a nuisance,” your direct costs are your regular labour Sziklai said. “So to be able to control that costs.” More money, less headaches—all in house—I couldn’t imagine working from a little independent thinking. without that capability today.” “There’s nothing easy about any of it,” Luckily, there had been a mechanical Sziklai said. “And it’s not like, ‘man I operation next door to Tsawwassen Colli- can’t believe how much money I make.’ sion—in one form or another—for nearly But it’s nice to be able to try my way of 20 years. Sziklai’s approached, Andrew running the business—to try to control Lowewen, the operation’s owner at the as much of it as possible and bring as time, and made him an attractive offer. much of it in as I can.” CRM
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Extreme Makeover
Road Ahead the
Kelowna Performance Collision has completely revolutionized how they do business in the last four years. And they’re just getting started. By Joe Rayment
P
rocess improvement is a journey, not a destination. Or that’s what they say, at least. If you’ve ever doubted it, you should look at Kelowna Performance Collision Centre in the heart of British Columbia’s wine country. Today, the whole facility is a well-oiled machine, from the tastefully appointed lobby, to its digital scoreboards that keep technicians informed on minute-to-minute performance stats. Even the parking lot is well organized. Groups of repairers and facility owners routinely tour through to see how Kelowna operates—the business has become an industry exemplar. It wasn’t always that way though. As little as four years ago, Kelowna Performance was in distress. O wner Peter Facinek op ene d t he 10,000 sq. ft facility about seven years ago when several local dealerships asked him to help out with their collision work. He built it as a single flat rate environment with about 21 production bays and—as AkzoNobel’s Bob DuBreuil put it—”cars crammed everywhere.” The facility was a success, broadly speaking, but the operation had its problems. “There was a time when I truly had a hard time coming to work,” Facinek said. “Morale was just in the toilet and everybody was beating up on each other.” All the conflict was wearing on staff, not to mention their ability to turn a profit. “This,” Facinek said motioning to the facility in its current form, “I was looking for another way.” Something had to change. Every journey starts with one step. For Kelowna, it came after Peter sat in on one of AkzoNobel’s Performance Centred Environment seminars on the basic principles behind lean production in collision repair. It opened Facinek up to exploring new models and got his mind working on alternatives. Which is where he took a risk.
Kelowna’s electronic scoreboards help keep staff up to date on the minute-byminute progress of the facility. Above: Kelowna Performance Collision, in the heart of BC’s wine country.
“There is a shop in Calgary that’s run in teams,” Facinek said. “I was intrigued by that, so I actually sent some of the guys. … For me it was literally like taking a dart, throwing it at the wall and seeing what these guys were going to come back with.” What they came back with was good. More importantly, it was organic and specific to Kelowna’s in-the-trenches operation—more like planting a seed than building a frame. The technicians who saw the Calgary facility in action—some of Facinek’s key staff members—sold the rest of the staff on applying a team model to the operation. And the innovations continued from there.
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“I spent $600 on plane fare,” Facinek said. “It was the best $600 I ever spent.” The whole staff got together sometimes several time a day to talk about how cars move through the facility, sketching out the floor plan on a whiteboard and pushing Hot Wheels through different layouts. One of the areas where they found the most waste was in doing jobs in bits and pieces. Dividing technicians’ attention between several jobs was, in some cases, as much as double the time it took them to repair vehicles. To combat this, they incorporated a repair planner into their staff. Now when a vehicle comes through Kelowna’s doors,
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‘I spent $600 on plane fare. It was the best $600 I ever spent.’ Kelowna’s repair planner making arrangements for the next repair.
the planner does a meticulous build down, figuring out ever y procedure they’ll need to perform in the course of the repair. He orders whatever parts they’ll require, and then sets the vehicle aside until everything has come in. All of the parts—no exceptions. “You wouldn’t believe how fast you can repair a car when you have 100 per cent of the parts,” said AkzoNobel’s Bob
DuBreuil, who worked closely with Kelowna throughout the process. They also installed an electronic scoreboard that overlooks the whole facility floor. Their goal is to manage the flow of vehicles to maintain a constant pace without downtime or overflows at any stations. They stop once every two hours to talk about what’s happening on the scoreboard—if one station’s getting swamped and it’s causing delay at another, they’ll move technicians to compensate.
The results—after four years of working at it—are almost like clockwork; every two hours they complete a car and take it out of the process. “It’s truly a better way to fix a car,” Facinek said. “It’s an easier way of running this business” A side effect of the new work environment is no one works overtime at Kelowna. They couldn’t if they wanted to. With production spread across the whole operation, vehicles simply don’t progress unless every station is active. As a result, the sporadic pace and frantic Fridays have disappeared, and Facinek got his weekends back. “At a lot of shops, it’s all about putting out fires,” Facinek said. “We’ve had a few vets in and that’s what they say: there are less fires.” As an added bonus, the whole staff— even without overtime—take home bigger pay cheques. “We’ve got a long way to go—I want to stress that,” Facinek said. But in the last four years, they’ve made a lot of progress in their journey. CRM
november 2010 collision Repair 45
features
Practice, Perfect 427 Auto Collision~CSN’s secret to staying on top of paint technology. By Joe Rayment
Above: 427 Auto Collision~CSN at 395 Evans Avenue, Etobicoke, ON. Top-right: Sam Voci, 427’s paint and prep department magager. Bottom-right: 427 painter Tony Da Costa (left) with Sam Voci.
427
Auto Collision~CSN has completed 93,000 repairs. And that’s just since they started using their current computer system. All told, that number is probably closer to 250,000. The majority of the paint jobs have two distinct fingerprints (metaphorically speaking, of course—427 is known Canada-wide for its quality painting): that of Sam Voci and Tony Da Costa. When Tony started painting at 427 18 years ago, Sam had already been there for years. Since then, Sam has taken over as paint and prep department manager. “Sam and Tony are very easy to deal with— they’re extremely knowledgeable,” said Peter Kusey, who’s been their AkzoNobel paint rep for six years. “And when there’s problems, they understand that not everything’s perfect all the time, so they don’t really get upset. They call and say ‘hey I’ve got a problem can you help me out?’” Akzo actually uses 427 to test products. “Tony picks up little nuances of the paint that can really help us out quite a bit,” Kusey said. When waterborne paints were first surfacing, Tony called to see about converting one of their booths to waterborne so he could familiarize
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himself with the new paints. Not long after, they converted the rest of the facility, making 427 one of the first fully waterborne facilities in Canada. “We didn’t want to wait until the deadline,” Sam said. “We didn’t want to be behind. That’s why we started a couple years ago.” One of the biggest challenges they encountered with the switch was keeping dirt out of the process. They didn’t have the same leeway to buff it out after. They brought in equipment and introduced procedures to help, but a lot of the trick was simply hard work. “It was a lot of practice,” Tony said. “A lot of practice. But we started very early. So now that by law we have to use it, we’re okay.” Which, according to Kusey, is putting it mildly. “The work that comes out of the booth sometimes is absolutely amazing,” said Kusey, who spent 21 years as a painter himself. “Tony is a oneof-a-kind painter, there’s no question....So [the transition to waterborne] was extremely smooth,” he continued. “ Tony and Sam—the entire shop for that matter—have very high expectations. They’re very quality oriented....I’ve never seen a production shop out there with that kind of quality.” CRM
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Global View
Do Networks Work? A global perspective on how independent repairers behave in repair networks. By David Murby Numina Consulting
T
he vehicle repair industry the world over is characterized by large multi-national insurers and vehicle manufacturers working with small, mainly single-site, repair businesses. These collision repairers are often fiercely independent, yet the market has brought many of them together into different forms of networks. In many cases this network structure is placed upon the repairers by external forces rather than being a choice of the facility. For IBIS 2010 I was able to interview a large number of industry players from across the world and consider some of the different forms of networks, looking at the positives and negatives. Firstly, I would divide the networks into two subtly different classes. There are those put together by network managers and those created by network providers. Network managers put a network together and run it to solve a problem that they themselves have. Examples of these types of networks are insurance approved or direct repair programmes, vehicle manufacturer networks, claims management companies and supplier networks. Network providers set up a network to solve a problem that their target customer has. In this category we have multi-site and consolidator operations, franchise operators, membership networks, buying groups and industry associations. For the network managers, running a network is not core to their business and most would prefer not to do it if they had
a choice. However, to use insurers and vehicle manufacturers as an example, they do it because they believe that they need to so that they can manage their brands’ reputations, provide a specific customer experience and control key aspects of the repair process to their benefit. For the network providers this is both a challenge and an opportunity; the chal-
Why repairers join networks Figure 1.
lenge is to be able to consistently provide the service and outcomes that the source of work (insurer, vehicle manufacturer, fleet etc.) requires, while the opportunity is the commercial business of providing the network. For the repairer, the question is which type of network to join (or to form). Figure 1 shows the key reasons why repairers join networks. Often the priorities of these
reasons are wrong. The key message to keep in mind at this point is that networks only succeed when they consistently delivery the outcome that the customer requires. Therefore the repairer has to first look at its own strategy and business approach. Are you a high volume repairer? Are you a prestige marque repairer or a specialist? How is your business set up to function? If your business is set up to churn through mass market vehicles at lower margin— highly optimized for the structural repairs of these vehicles—then you probably don’t want to start looking at classic cars or high prestige marques. Likewise, if 90 per cent of your business is Maserati, Ferrari and Aston Martin vehicles, then joining an insurance network that is going to send you mid-market compact vehicles may not be the smartest move. Identifying if you can provide the outcome that the network requires is important, but understanding whether the other members of the network can also provide that outcome is going to be important too, as the success of the whole is dependent upon all the members giving a consistent outcome over the long term. If the network under consideration is an insurance direct repair program, then the responsibility for the consistent outcome resides with the insurer that manages the network. If you are considering joining a franchise or other membership network, then this consideration becomes more relevant. The reason for this is work volume. november 2010 collision Repair 47
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Most repairers join a network because they are looking for additional work. This statement seems completely obvious. Figure 2 shows the reasons why repairs should join networks, rather than the reasons they do. My observation is that most networks struggle to generate additional work for their members initially. It is only once there is a common set of outcomes being consistently delivered that the sources of work will consider passing business to the network. If I buy a number of collision repair facilities across a given region, then the assumption would be that I can generate that consistent outcome. However, I am probably reliant on the individual facility manager. Since I am the employer I should have more control over the manager’s actions. Therefore it would appear that multi-site operations are best placed to provide consistent outcome. I’m not convinced that this is necessarily true. Franchises require independent collision repairers to brand their business along the line of the franchise. They require them to operate in certain ways and adhere to cor-
porate criteria. This is much the same as the multi-site operator requirements for their facility managers. The difference here is that franchises require an often fiercely independent business person to give up
Figure 2.
some of their own control and identity and also to pay for the privilege. My view is that if an independent collision repair facility chooses to join a franchise, they have not made this choice
lightly and thus are likely to be committed to the group result. They are also aware of the performance of their peers within the franchise. The consistency of outcome, if the franchise members are well managed, should be a common goal and a strong glue to hold the organization of highly driven and committed facility owners to the consistent outcome needed. Franchises are not the only networks that can do this, but the common purpose needs to be strong whatever the network. Many repairers join networks for work. However they should join for consistency and peer support. Then, by repeatedly delivering the consistent outcome over a long period of time, the network can then attract the business of the sources of work—insurers, fleets and manufacturers—and thus the work volumes grow. CRM David Murby is the director of Numina Consulting and a frequent speaker at the International Bodyshop Industry Symposium (IBIS). Murby has spent nine years working with suppliers to the general insurance industry in the European sector.
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48 collision Repair collisionrepairmag.com
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Central Control Larry Doherty has made a lot progress streamlining the Brampton Auto Mall’s collision repair operation. By Joe Rayment
W
hen Larry Doherty sold his collision repair business in 2008, he retired. Which lasted about a month. While he was at that year’s NACE, Steven Alizadeh, one of the owners of Brampton Auto Mall, called to asked about managing their operation’s collision repair business. The offer, as it turned out, was good enough to leave retirement for. The auto mall is a sprawling complex of dealerships in Brampton, Ontario owned by the Alizadeh family. There are currently ten dealerships in the group and two more on the way. This year, they expect to sell 9,500 new vehicles and more than 2,000 used (which doesn’t include wholesale). So say they have a large pool of customers is an understatement. The whole group is serviced by a highly streamlined collision repair centre, which is under Larry’s watch. Since he joined the operation in late 2008 they’ve doubled the size of the facility. “My main role is to work with all managers and employees so that they understand how important the collision centre is to the group and its customers,” Larry said. From a business perspective, it just makes sense to bolster the collision operation. It helps move OEM parts, it brings labour to the dealerships for a variety of mechanical jobs, and it maintains the relationship with customers for years to come—hopefully right up until they’re considering buying a new car. “This collision centre became a must for the group,” Larry said. Just maintaining a relationship with the customers is only half the battle though—it has to be a positive relationship. The collision facility itself is relatively invisible in the complex—it’s a little down the road from the dealerships, which can help maintain the curated experience for customers. When a customer comes in to get a dent fixed, they bring it to their applicable dealership. If the dealership in question was Classic Honda—the largest Honda dealership by volume in Canada and where Larry is based—the first thing the customer would notice, besides the cars, is the coffee bar. They’d talk to a customer service representative, leave the vehicle in Classic Honda’s parking lot, and catch a shuttle home (they have three fulltime drivers). From there, staff would take the vehicle down the
Right: Brampton Auto Mall manager of collision services Larry Doherty in front of Classic Honda. Top: Collision centre office manager Mary Robinson and administrator Tracy McKenna. Above: Larry Doherty, estimator Jeff Millar and production foreman Vince Iezzi.
road to the collision centre where they would do the tear-down, estimate and repair. And then they would send the repaired vehicle back to the dealership for the handoff. As that’s going on, Larry keeps the lines of communication open to make sure the customer is happy. “I call them just to make sure everything is okay, and if there’s anything more we can do,” Larry said. “CSI is one of our highest goals.” Larry, for his part, has maintained the same passion for the business as he did when he ran his own facility. And he’s kept his sense of ambition. “I can see this collision centre being one of the biggest and best in months and years to come in Brampton and surrounding areas.” CRM
Brampton Auto Mall is: Kia Of Brampton Brampton Mitsubishi Brampton North Nissan Planet Ford Classic Honda Mazda Of Brampton Subaru Of Brampton Suzuki Of Brampton Attrell Toyota Attrell Hyundai of Brampton Brampton Chrysler
november 2010 collision Repair 49
features
SGI instructors Ian Aldworth and Len Nargang with a frame repair training prototype designed specifically for SGI’s new courses.
Framing Training SGI’s steps in to help the Saskatchewan’s collision repair industry fix frames safer and quicker.
Text and photos by David Freeman
S
askatchewan collision repair facilities have a new tool to reach for if they want to be more efficient and profitable. In September 2009, Saskatchewan Government Insurance (SGI) offered a pilot project to give free technical training to auto body technicians doing frame repairs in the province. Since then, more than 100 students have taken the course and more courses are planned this fall. “The training program is one-of-a-kind as far as I’m concerned,” said Len Nargang, a manager in the technical research services department for SGI, which developed the course. “We’re one of the very few insurance companies that have stepped up
50 collision Repair collisionrepairmag.com
‘Not everybody in the shop does frame work, but you should have one guy in each shop doing it.’
and offered this kind of training to the industry, free of charge.” The training course, which will be offered out of both Regina and Saskatoon again this fall, gives participants a refresher on how to handle a frame repair—from the estimate stage to setup and completing the required work. SGI hopes that the knowledge technicians gain from the course will help facilities more accurately estimate the cost of a frame repair and more efficiently make the repair. Currently, each class consists of ten students—five from the industry and five SGI employees. So far, 50 industry technicians have already taken the course and
features Nargang hopes the it will help ensure that SGI adjusters and technicians are on the same page when it comes to vehicle frame repairs. “Anybody can fix a frame, but is it repaired properly?” Nargang asked. “We’re trying to teach them the skills: how to estimate frames properly and how to repair them properly so that we have safe vehicles sent out of body shops,” he continued. “So it’s actually two-fold—it’s not only that we’re looking after our customers, but it’s also trying to train the technicians so they know how to fix the frame properly.” In the past SGI and auto repairers had disagreed over the time allotment for various frame repairs, especially the setup times. To resolve the issue, the industry and the insurer agreed to undertake a study to better determine the time required to accomplish various aspects of a frame repair. They hired a retired frame repairer to go through the process on a variety of different vehicle makes and models. They timed every aspect of the repair and recorded it on video. “The study showed that we’re more than generous with our repair times and very fair to the technicians,” said Nargang. The study provided a baseline for these times and costs for both sides to work with. However, the industry found that in some cases—especially in rural areas that do fewer frame repairs—some technicians lacked the skill set or expertise to conduct the work in the appropriate time frame. “They felt they were lacking skills in the frame work,” said Nargang. “SGI decided it should offer the training.” The pilot project was the next logical step. “We’re really always looking for m o r e t r a i n i n g ,” said John Hilliar, a rural technician w i t h E l a s h Au t o Body in Ituna, Saskatchewan, who took the technical training course. “I think it helped a lot. We don’t do a Instructor Len Nargang demonstrating a one-ofa-kind frame training tool that helps students learn the frame repair process.
“Our Focus is Spray Booth Filters!”
Instructor Ian Aldworth explaining the workings and proper procedures of a frame machine.
lot of frame work, but it’s nice knowing we have the extra knowledge. “I guess with the shops and SGI working together, this is kind of a good thing, to put on something like that,” he said. “It’s a good refresher.” The feedback from the courses has been very positive. Nargang feels there is a lot of potential for the course and that SGI, the industry and the public all have something to gain from the cooperative effort. “Not everybody in the shop does frame work but you should have one guy in each shop doing frame work,” he said. “So, I’d say there’s probably a couple hundred technicians that could still potentially go through the program.” Bryan Yanko, a co-worker of Hilliar’s in Ituna, said he’d recommend the technical training to other technicians and collision repair facilities. As a journeyman, he found the course to be a good way to brush up on his previous training, though he said he also learned a lot about the estimating process. “Definitely estimation on frame time, you’re not cutting yourself short,” he said of what he learned. He added that the knowledge has helped them be more efficient and profitable by doing more frame jobs and estimating their costs better. CRM
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november 2010 collision Repair 51
training
Whytrain? Skimping on your training budget? You shouldn’t.
By Andrew Shepherd
A
t a recent collision industry meeting, the discussion turned to the majority of collision repair shops in Canada that don’t do any substantial training. The group passed around ideas as to why this was, and whether we could do anything to fix it. Do employers recognize the challenges that are facing us now and in the immediate future? The 2009 CARS sector study noted that, as a
quality of your operation. It gives customers and insurance partners visible proof that you are at the leading edge of your industry—that you are a cut above over the facilities that don’t train. Finally, and most importantly, training correlates directly with profit. Time spent researching correct repair methods, asking other techs for assistance, re-ordering parts, adding to estimates halfway through the job, and
T
here is no such thing as a free lunch you can’t get benefits without cost. whole, the collision repair industry “will be inundated with new vehicle and business technologies in the next several years (and beyond), yet anecdotal evidence suggests that most employers do not have plans or budgets to address these emerging technologies. . . . “Body and collision repair shops are least able to plan ahead for their technological needs and training, as they may find themselves fixing an accident-damaged vehicle that is fresh off the production line.” The reality is that the reasons for not training are just about the same in most industries: it costs too much; “I can hire people who have been trained elsewhere”; “I can’t release them from the job for that long”; “if I train them they’ll just leave.” There is no free lunch—you can’t get the benefits of training without an investment. But your return on investment can be enormous, and in some cases critical to your success as a facility. An established training program is an excellent way for you to recruit and retain technicians. If staff know they can advance their careers by working for you, they will commit to your business. At the same time, the CARS Council noted that the majority of employers in the motor vehicle repair sector have neither a training plan nor a training budget! Training and certification are visible signs of the
52 collision Repair collisionrepairmag.com
even redoing repairs, is a direct drain on profit. Your technicians are either training in the classroom or on your customer’s vehicles. So why bother training? There are challenging times ahead for the collision repair sector. Facilities that focus on efficiency are going to succeed—and training drives efficiency. It’s a simple equation. CRM
43%: of our workforce is considering leaving the industry. 37%: retiring would consider staying if management was better. 3-5 years: the time it will take to develop a significant skills gap due to new technology and advanced materials. 20%: the number of employers who currently use written or practical assessments to identify employee skills and training needs.
i
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.
training map
Training Map December 2010 Western region DECemBER 2 AIA Burnaby, BC Collision Repair for General Motors Vehicles
4 AIA Swan River, MB Damage Analysis of Advanced Automotive Systems
2 AIA Burnaby, BC Collision Repair for Select High Volume Vehicles
4 AIA Swan River, MB Vehicle Technology and Trends 2010
2 AIA Winnipeg, MB Collision Repair for Select High Volume Vehicles
6-7 DuPont Coquitlam, BC Cromax Pro Waterborne Basecoat Application
4 AIA Brandon, MB Customer Relations and Collision Repair
7 AIA Winnipeg, MB Electric and Electric Hybrid Vehicles
8 DuPont Coquitlam, BC Low-VOC Surface Preparation
16 AIA Burnaby, BC Vehicle Technology and Trends 2010
9 AIA Winnipeg, MB Waterborne Products, Systems and Application
16 AIA Winnipeg, MB Wind Noise and Water Leaks
11 AIA The Pas, MB Damage Analysis of Advanced Automotive Systems
18 AIA Brandon, MB Steel Full-Frame Sectioning
11 AIA The Pas, MB Vehicle Technology and Trends 2010
15 DuPont Coquitlam, BC Low-VOC Surface Preparation
18 AIA Brandon, MB Full-Frame Replacement
14 AIA Winnipeg, MB Hybrid Electric And Alternative Fuel Vehicles
16 AIA Burnaby, BC Damage Analysis of Advanced Automotive Systems
6-7 DuPont Pointe Claire, QC Cromax Pro Waterborne Basecoat Application (French)
13-14 AkzoNobel Montreal, QC Sikkens Autowave Product Training (Bilingual)
14-15 PPG Toronto, ON Nexa CertificationAquabase Plus
14 BASF St. Laurent, QC RFN107 R-M Preparation Process and Analysis
15 BASF St. Laurent, QC RFN207 Glasurit Preparation Process and Analysis
14-15 BASF Toronto, ON RFN108 R-M ONYX Workshop
16 DuPont Pointe Claire, QC Spies Hecker Low-VOC Surface Preparation (French)
21 AIA Winnipeg, MB Replacing Exterior Aluminum Panels
central region December 3 0 -1 PPG Montreal, QC PPG Certification—Envirobase HP (French) 1 DuPont Ajax, ON Low-VOC Surface Preparation
7-8 PPG Montreal, QC MVP Business in the 21st Century
1-2 BASF St. Laurent, QC RFN777 R-M Cycle Reduction Repair System 6 AIA Windsor, ON Vehicle Technology and Trends 2010 6 Sherwin Williams Anjou, QC AWX Waterborne Basecoat Painter Certification
7-8 BASF St. Laurent, QC RFN444 Glasurit Small Damage Repair System 6-7 AkzoNobel Montreal, QC Lesonal WB Product Training (Bilingual)
7-8 PPG Toronto, ON PPG Certification-Envirobase HP
6-7 DuPont Ajax, ON Cromax Pro Waterborne Basecoat Application
7-9 BASF Toronto, ON RFN101 R-M Diamont/ONYX/ Certification Program
For information on how to get your organization’s training dates in our next Training Map, please contact: Megan Ng
Training Directory, editor training@collisionrepairmag.com 905-370-0101
november 2010 collision Repair 53
features
A message from the minister Trying to building the world’s most highly skilled and educated workforce in Ontario. By John Milloy Ontario Minister of Training, Colleges and Universities
O
ntario’s auto collision repair sector is a strong contributor to the province’s economy. The sector provides good jobs for Ontario families and is a significant presence in towns and cities across the province. Your industry supports skills development, apprenticeship programs, and increasingly explores innovative and green solutions. And the Ontario government is committed to helping keep the collision repair trade strong into the future. Open Ontario is the McGuinty government’s five-year plan to grow the economy by building the most highly skilled and educated workforce in the world, giving Ontario the competitive edge in securing a strong economy for the future. Supporting skilled trades like the collision repair sector is a cornerstone of the government’s Open Ontario initiative. To help support and promote the skilled trades in Ontario, the government has re-
cently created a governing body for the province’s apprenticeship training and skilled trades system. The new Ontario College of Trades will promote careers in skilled trades and help modernize our apprenticeship and skilled trades system. The College will: • Make sure we have a high-quality training system. • Attract young people and encourage them to pursue a career in the trades. • And help to better serve employe, skilled trades people, apprentices and consumers. By establishing the college, the government is putting skilled trades on a similar footing with teachers, doctors and nurses, who have their own professional regulatory colleges. Ontario is helping by taking steps to encourage more young people to consider careers in skilled trades and technology. We’re providing additional investments
Supporting the community!
C
ollision Repair magazine was pleased to deliver a donation of $200, 144 pairs of Kleenguard G50 Mechanics Utility gloves and one ATCOA Viking II Sander to Cochrane Community High School’s auto body program. The Regina, Saskatchewan school is known widely for its excellent auto body program and the collision repairers it produces. “We are all about getting the kids as much practical work experience as possible,” said Darryl Stewart, one of the program’s instructors.
The Collision Repair community’s donation to Cochrane Community High School’s auto body program.
“Starting in Grade ten, our students will go out to an employer that is willing to take on and train said person for a period of seven working days. As teachers we try to encourage our students to put in at least a full eight hour day.” By grade 12, students will spend at least seven weeks in an on-the-job setting. The donation was made possible by generous donations from KimberlyClark Professional—who donated the work gloves—ATCOA—who donated the $350 air sander—Collision Repair
54 collision Repair collisionrepairmag.com
to our colleges, as well as our employer and union training centres to train more people, upgrade and expand facilities, and buy state-of-the-art equipment. Ontario has several education and training financial assistance programs. We have also introduced incentives for both apprentices and employers to help more people get into and complete a trade, and to encourage more employers to train. And we are enhancing apprenticeship programs with the goal of increasing the number of apprentices who complete their program. We are taking these steps to support skilled trades in Ontario because we know that our most important economic resource is our people. Our government will continue to work closely to create a climate where business can thrive, and to ensure we have the best workforce in the world. CRM
c olu m n i s t s an d co-owner of Budds’ C ollision S er vices in Oakville, Ontario Sam Piercey, and Tom Bissonnette, owner/operator of Parr Auto Body in Saskatoon, Saskatchewan. CRM
Paint • People • Performance
When the experts need help, they call us. Collision repair specialists choose Rondex, because they know we will provide the best products, service and solutions. Rondex Limited is on the way to being the undisputed leader in collision repair supplies and services in Canada. Call us today and we’ll help you find the way to greater service.
www.rondex.ca Toll Free: 1-877-766-3392 R O N D E X LT D . W I N N I P E G 177 Isabel St, WINNIPEG MB R3A 1G8 Phone: 204-943-4531 Fax: 204-942-0631
R O N D E X LT D . H A M I LT O N 565 Arvin Ave, STONEY CREEK ON L8E 5N7 Phone: 289-649-0123 Fax: 289-649-0120
products
Happening Vegas The hot new products at 2010’s NACE and SEMA exhibitions. Las Vegas, Nevada is once again playing host to thousands of people representing every segment of the automotive repair industry. They come to network and learn, but for many people the real action can be found on the exhibition floor. Knowing what’s new on the equipment front is vital to surviving in this market. The faster you can get this information, the better off you will be. You don’t want to be the last kid on the block to the next big thing in the business—you want to be the first. The Las Vegas shows are a great way to see what’s
hot and new in the world of collision repair equipment and supplies. However, it is literally impossible for one person (or even a dedicated team) to see it all. Don’t worry: we’ve got you covered. Collision Repair magazine has reached out to many of the top companies displaying in Las Vegas this year. For the next few pages you’ll see a productby-product breakdown of some of the things on the show floor, and some of the people behind them. So what are you waiting for? Turn the page and get started!
Information presented is drawn from materials provided by the companies profiled. Please research any new equipment thoroughly before purchase. november 2010 collision Repair 57
products
Eurovac
Eurovac dust extraction systems
Eurovac introduced source capture sanding to North America body shops at NACE 24 years ago and remains a leading supplier throughout North America. They have a full range of products for every need and budget including portables, budget systems, central systems designed to run all day every day with little or no maintenance for as many as 40 technicians at the same time. Their systems are designed to be user friendly and they provide new tools or conversion kits to ensure that you have a complete operating system. > Eurovac.com > NACE: N1828 > SEMA: 10515
Charlie Retter
Global Finishing Solutions
ECO Ultra Plus 1
GFS’s ECO Ultra Plus 1 is designed with features that are energy-efficient, ecologically friendly and a solution to waterborne coatings. The ECO Ultra Plus 1 features: GFS’s patented Controlled Air-Flow ceiling (CAF) for optimized downdraft airflow; SmartCure control panel with programmable cure cycles for one-touch operation; high-efficiency heat system with Variable Frequency Drives (VFDs) and economy mode for lowest possible energy usage and maximum fuel conservation; AdvanceCure Accelerated Airflow System for your optimum performance with low-VOC and waterborne coatings. These features all work together to provide high quality finishes, short production times, and the lowest operating costs while achieving ecological responsibility. > GFS.com > NACE: N933 > SEMA: 11045
58 collision Repair collisionrepairmag.com
Karen Winter
products
Induction Innovations
Inductor pro-max 4
The INDUCTOR Pro Max 4 is an Induction Heating tool with a two year warranty and full year of attachments. Faster and safer than a torch, the powerful Pro Max 4 is capable of heating aluminum or steel and operates on convenient 120volts/20amps. It comes complete with high performance Inductor “U-Series” attachments ergonomically designed, moulded in high temp, impact and chemical resistant epoxy polymers. These attachments include the U-Series Glass Blaster—which removes bonded glass, SMC panels, metal bond adhesives—and the U-Series Concentrator—which instantly heats nuts, bolts and all types of hardware red hot in seconds. > TheInductor.com > NACE: N852 > SEMA: 10511
Steve Gough.
I-CAR
I-CAR Professional Development Program
Attendees have the opportunity to learn about this performance-focused training program that offers the latest in collision repair training for today’s professional. The program offers a comprehensive training experience, providing inter-industry professionals with the knowledge that is required to perform successfully in specific industry roles. With training that is role-specific and builds upon prior knowledge, the industry can easily identify they have what it takes to succeed in their position. > I-CAR.com > NACE: N2233 > SEMA: 10819
Kelly Wolfram november 2010 collision Repair 59
products
Garmat USA
Garmat 3000 Downdraft Spraybooth
The 3000 Series Spray Booth is Garmat’s top of the line downdraft spray booth. It has improved airflow and some of the most effective lighting available on the market today. Garmat has implemented standard features customers have requested for years: ten-foot wide vehicle entrance doors, interior accessible fourtube light fixtures and Programmable Logic Controls (PLC). The design of the 3000 series cabin allows greater flexibility for efficient use of shop space. Standard features of the 3000 series cabin include: standard cabins available in 24, 27, and 31 foot sizes with side service door; powder coated, double skin, fully insulated interlocking wall panels for quieter operation are designed to prevent heat loss and maintain higher curing temperatures; ten-foot wide tri-fold entry doors with built-in personnel doors and tempered glass observation windows; inside accessible four-tube light fixtures installed with color cor-
rect fluorescent bulbs for improved colour matching; a three row pit with heavy duty, hot dipped, fully galvanized grates providing ample vehicle support. Standard mechanical electrical features of 3000 Series include: Centrifugal Turbo Fans capable of reaching up to 18,000 CFM, which dramatically reduces overspray accumulation equating to cleaner paint jobs. Programmable Logic Controls (PLC), which allows technicians to remotely troubleshoot booth functions and minimize downtime. Ninetyeight per cent efficient direct fired burners capable of reaching 170º in 120 seconds, which meets the needed temperature rise demanded for both waterborne and solvent-based paints. > GarmatUSA.com > NACE: N1933 > SEMA: 10919
Roger Turmel
Steck Manufacturing
Disc smasher Steck Manufacturing Company’s Disc Smasher will ensure quality grinding discs are available as well as maximizing the shops investment of material costs for these expensive discs by reducing excessive curling and limiting disposal or returns of discs. Grinding discs are held down under pressure from
For Spraybake OEM parts service and technical support,
Call 1-866-325-2886
60 collision Repair collisionrepairmag.com
the reinforced Nylon Disc Smasher with its easy ratcheting handle. One squeeze of the release lever while grasping the handle will release the internal metal ratchet mechanism and allow the technician to remove the Disc Smasher to gain access to the grinding discs. The nylon base with an 8” long metal centre post can hold up to 25 - 5”, 7” or 10” grinding discs. Disc Smasher’s capture and store design forms the disc to conform to the base for any of the three disc sizes ensuring safe, flat vibration free grinding. Existing warped or curled discs can be restored back to proper shape after a week of direct pressure from the Disc Smasher. The base can be wall or bench mounted to meet the needs of the technician to easily store grinding discs. > steck.com > NACE: N1747 > SEMA: 10835
products
Audatex North America, Inc.
Audatex Estimating with 3D Intelligent Graphics LS400 basecoat
3D Intelligent Graphics give estimators the ability to zoom in and rotate parts and assemblies a full 360 degrees to ensure greater accuracy and a complete view of the task at hand. In addition, communication with parts suppliers and business partners is enhanced. Colour-coding of the parts during their selection in the estimating process ensures easy at-a-glance reviews and speedy work. Used by more than 20,000 repair facilities and insurers in North America, this “vehicle-specific, option-driven” database is designed to provide the most accurate vehicle parts and labor information available. Audatex Estimating delivers accurate part price, labour and refinish information through advanced features such as weekly original equipment part price updates, overlap calculations for correct labour times, paint decode function for precise paint codes and more. It also offers a straight-forward design and intuitive fields for easy navigation and quick processing, plus full training support with options including computer based, virtual and instructor-led training, webinars and quick reference guides, as well as self-paced online training.
LS400 clearcoat
> audatex.us > NACE: N1245 > SEMA: 10669
A STAR IS BORN For more on the industry’s latest and greatest productS visit
>>>
DESIGN MEETS PERFORMANCE
ANEST IWATA USA, Inc. www.anestiwata.com distributed by: ASET (Automotive Spraying Equipment Technologies) 800-628-5449
november 2010 collision Repair 61
products
Celette Inc.
Car-Part.com
Celette E-Guan measuring system employs Bluetooth technology to send precise 3D structural measurements to a user-supplied PC. It works in combination with Celette’s MZ fixture system or on any Celette bench with cross beams. The E-Guan system utilizes adaptors and a measuring arm to obtain the measurement information. E-Guan’s proprietary software, including OEM-based vehicle data, then guides the technician through the repair process with sound and visual cues. The unit stores data throughout the process, letting the operator confirm the accuracy of the work. The E-Guan package includes a storage trolley, complete set of measurement adapters, battery charger, software, OEM-based measurement database and a full year of free data updates and product support.
Car-Part Pro enhances the Car-Part.com website, making it easier for shops and insurance companies to buy recycled parts. Their exclusive Smartvin technology decodes a VIN directly to an interchange number, eliminating errors due to complex part choices. Their Smartmatch technology allows a facility to quickly search for multiple parts for the same vehicle. Search results appear in as little as ¼ of a second. These enhancements are the first of several targeted to the professional repairer including delivery, extended warranty and certification levels, all designed to improve quality and cycle time.
> celette.com > SEMA: 10861 > NACE: N841
> car-part.com > SEMA: 11846, 23084 > NACE: N1966
E-GUAN
Car-Part Pro
Jeffrey Schroder
TRAINING TRAINING RÉPERTOIRE DIRECTORY deFORMATION DIRECTORY
trainingdirectory.ca
BRIDGING THE GAP TO YOUR SUCCESS. EASIER. FASTER.
Canada’s First and Only Collision Repair Training Domain Training builds brands awareness and confidence in your organization and in this industry. Market research shows the industry is heading towards a digital B2B model. Now more than ever, a central web-based portal that provides training information with 24-hour access is necessary to piece together the fragmented pieces of the industry together. Trust in training and get dedicated to improving the future of your industry.
62 collision Repair collisionrepairmag.com
products
Chief Automotive
Velocity max
VelocityMAX is a computerized frame measuring system that helps collision repair shops accurately identify damage and design-based repairs. The heart of VelocityMAX is Chief’s Velocity computerized frame measuring system. Velocity uses a laser scanner to provide exact measurements of the entire vehicle for pinpoint accuracy every time. It measures many reference points simultaneously so technicians can repair vehicles with diamond or twist damage, as well as frames with both front and rear damage. It can measure both strut towers at the same time and can accurately measure engine cradles and cowl hits. According to Chief, technicians using Velocity can continue measuring in real-time while making repairs, so they don’t waste time measuring after every pull. > Chiefautomotive.com > NACE: N1053 > SEMA: 10625
H&S Autoshot
AUTOTRON 3300 INDUCTION HEATING SYSTEMing
The Autotron is a powerful, safe, versatile and complete induction heating system available to collision repair, automotive recycling facilities and automotive repair professionals. The fast, flameless heat system works for removal and installation of adhesive bonded auto parts such as encapsulated windows, SMC panels, body side mouldings, OEM stripping tape, aftermarket lettering. The system can also loosening and remove rusted nuts and bolts in seconds using either 110 or 220 volts for operation. > HSautoshot.com > NACE: N1833 november 2010 collision Repair 63
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
Thefuture A better way to search for recycled parts. By David Gold
B
y now, most stakeholders in the industry have utilized the web site Car-Part.com to search and find used auto parts. Gathering information on the parts availability in each respective marketplace, as well as throughout the expanse of North America, has almost become second nature to all of us. Technology has paved the way to seamlessly integrate auto recyclers’ inventory on the web and rapid advancements are being made at this time that will once again revolutionize the Promotion of the used auto part for widespread sales and distribution. Jeffrey Schroder from Car-Part.com and I sat down for an in-depth look at the company’s next major initiatives, which will be introduced as part of the Car-Part Pro series of releases. The goal of this, as Schroder puts it, is to “have all Professional parties be able to do more business together.” From the exciting features that I will detail for your review, I can certainly see why this goal will be realized. They’ve explored fundamental philosophies such
as automating and simplifying the parts look-up. “[In the past] collision repair centres had to make a phone call and get the parts condition and partake in many manual steps,” Schroder said. He and his team learned that with increasing pressure from the insurance industry on cycle time and warranty demands, it was clear that auto recyclers’ inventories needed to be presented in such a way as to answer these questions from the onset so we can meet their objectives. In order to facilitate this for the auto recyclers, Car-Part is introducing a series of key principles into the Program that are important for the insurance and collision repair industry. Stakeholders and the public users of this service can now expect to see guaranteed time of parts deliveries from each respective auto recycler as well as the warranty options that accompany each part. Car-Part is also taking the initiative to extract the corresponding data from recyclers’ inventories that denote whether parts are still bolted onto the ve-
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recycling hicles in their yards or if they are on the shelves in their warehouse. This allows for the recyclers to incorporate and input their own business policies into the software and essentially automate the terms of service that the customer can expect. The energy and effort that Car-Part must expend to bring auto recyclers together is a worthwhile venture because you (our valued shop and insurance customers) are asking for this. We can only realize the accountability factor if this logic can be built into the system first; this is what the company is attempting to do with these new features. Recyclers: say what you do, and do what you say. A big part of this new service is the Smart VIN Program. It allows for users to enter their vehicle’s VIN to automate certain steps. The tricky steps that are of major concern are the time consuming and challenging interchange questions associated with most part look-ups. The Smart VIN system is invaluable; vehicles are becoming more complicated all the time and anything that helps reduce mistakes is welcomed. How it works is that by entering the VIN into CarPart.com, the Program will skip the year, make and model question, and all interchange questions that can be figured out based on the vehicle’s VIN. Essentially what this means is that 60 per cent of the time there will be no interchange questions for
users to answer! On more challenging interchange questions that arise, it was noted that the system will mitigate mistakes by reducing interchange selections that are not applicable. They expect they’ll require users to fill in four or less interchange options on 94 per cent of part searches. Collision repair centres and insurance companies alike will be able to create accounts that specify the kind of part search results they expect (such as parts from the same model or newer year only) and therefore have refined more relevant and meaningful search results. I see this new user-friendly approach being faster and reducing the amount of questions we need to answer by phone—most the information anyone would need will be on the web. This—and the fact that the new system will eventually include service levels, affiliations, associations and customer feedback for each recycler—should go a long way to answering any fears in Professional stakeholders’ and private consumers’ minds about Procuring used parts! 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.
november 2010 collision Repair 67
RECYCLING NEWS Derek Covey becomes Canadian ARA director
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The Automotive Recyclers Association (ARA) recently announced that Derek Covey of Covey’s Auto Recyclers, Ltd. in Blandford, Nova Scotia will be its new Canadian regional director for region XI. Covey will officially join the regional directors committee at the end of the annual general meeting at the ARA convention in Austin, Texas on October 24, 2010. The regional directors supply grassroots information in to the ARA leadership. Covey is replacing Ed MacDonald from Maritime Auto Salvage in Truro, Nova Scotia. MacDonald is joining the ARA executive.
Recently appointed ARA Canadian regional director Derek Covey.
The other ARA Canadian regional director is Willis Thys of LKQ Action Auto Parts in Winnipeg, Manitoba.
Retire Your rides before it’s too late Two massive pieces of art were constructed from retired vehicles and good old-fashioned human power in the middle of Metro Hall as Retire Your Ride used Car Free Day to highlight the benefits of sustainable transportation and to call attention to the program. The event was also a reminder that there are only six months left to participate in Retire Your Ride, as March 31, 2011 marks the last day that Ontarians can be rewarded for retiring their 1995 model year or older vehicles. In addition to local artists creating art out of old cars, the event also showcased BMX stunt riders, strongmen pulling retired cars across the Square, event attendees decorating a retired vehicle and a charitable donation by the Ontario Automotive Recyclers Association presented to Pollution Probe’s Clean Air Commute, CultureLink and Toronto Cyclists Union’s Integration and Sustainable Transportation Partnership and Green Communities Canada’s Ontario Walkolution. On top of that, a disc jockey entertained the crowd with car-themed music and attendees were treated to a free lunch. “Retire Your Ride has seen tremendous success to date, responsibly recycling over 38,000 vehicles in Ontario alone,” said Rebecca Spring, program manager at Summerhill Impact, Ontario delivery agent for Retire Your Ride. “With only six months left in the program, Ontarians with 1995 model year and older vehicles need to act now in order to take advantage of the program and be rewarded for responsibly retiring their vehicles.” Retire Your Ride, ending on March 31, 2011, aims to reduce smog-forming emissions, ensure vehicles are responsibly recycled and encourage the use of sustainable transportation. Since its
launch in January 2009, Retire Your Ride has taken more than 94,000 vehicles off the road nationally, reducing smogforming emissions by over 5,000 tonnes. Ontarians who own a 1995 model year or older vehicle and choose to take part in Retire Your Ride can be rewarded with one of a number of rewards available to program participants, including: a discount of $350 to $490 off of a high-end commuter bicycle; free transit passes in select municipalities; discounts off car share rates and memberships in select municipalities; manufacturer-supported rebates are also available from Chrysler, Hyundai, Ford and GM; and $300 cash “The time is now for Ontarians to make the switch to more sustainable modes of transportation,” continued Spring. “Until March 31, 2011, Canadians will be offered incentives for retiring their 1995 model year and older vehicles and can ensure their cars are responsibly recycled.” If not handled properly, scrapped vehicles can damage the environment. Through the Retire Your Ride program, vehicle materials are removed, re-used or responsibly disposed of. Retire Your Ride’s participating auto recyclers follow a national code of practice and ensure that materials such as oil, gasoline, refrigerants, mercury switches, wheels and tires are removed from vehicles prior to scrappage in order to protect our air, water and land. In June 2008, the Government of Canada committed up to $92 million over four years to the Retire Your Ride program to help Canadians recycle their older, higher polluting vehicles and make sustainable transportation choices, leading to reduced air pollution and greenhouse gas emissions.
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theunknown A little travel can go a long way. By Joe Rayment
D
id you go to this year’s NACE? Are you at NACE right now as you’re reading this? Or did you sit out? I’m going to be unambiguous: I like NACE. I’m not sure why it had to be on Canadian Thanksgiving this year, and I’m interested to see if they make any changes next year. But I think NACE is a positive force in the collision repair industry. I was in Vancouver for the Olympics this year, and I came away with one clear opinion: I’m glad everyone got together in one place for a little while. The sports were almost incidental (as interested as I am in biathlons).
They’re not easy questions to answer, but they’re ones that benefit from having the widest pool of experience and knowledge possible. T h a t ’s t h e c o o p e r a t i v e p a r t o f NACE, and now that I’ve reached my hippy-dippy quota: there are plenty of competitive reasons an event like NACE is beneficial. It’s a showcase. It’s a look into the future at all of what’s new and cutting edge this year. And there’s a good chance you can find something no one in your market has even considered—things you don’t know you don’t know about. The Canadian industry is still coming
I
t’s a place to meet— an idea breeding ground.
It’s so important to have a communal meeting place—a centre piece around which people can pull out the stops and make a lengthy trip to gather around. I know there are a lot of industr y events throughout the year—and I love those too—but I like NACE because it’s product and, to an extent, region agnostic. It’s a place to meet people you didn’t know you didn’t know. It’s a breeding ground for creativity. I’m a firm believer that a high tide raises all ships, as they say. Competing for your own slice of the pie is one thing, but the exchange of information can spurs ideas that can help grow the pie. The challenges the industry faces are wide ranging and you don’t have to face them alone. What’s a better model for collision repairers in the future? What do you do when collision avoidance technology goes mainstream? Are their other customer pools the industry can tap?
to terms with Tom Bissonnette’s column from Collision Repair last month, but one of the major things I took away from it was that you can’t count on anyone to tell you how to improve a business. If you can save a dollar here or there using some time-saving new software or piece of equipment, you can’t count on anyone but yourself to keep you up to speed. A little exploration goes a long way in helping you do things better, faster and at less expense than the other guy. And there’s nothing wrong with that. Once you know the unknowns, you can go about the business of seeing what the rest of your staff think about it, what they can bring to the conversation. What happens in Vegas shouldn’t stay in Vegas—let’s spread the collective conversation as far as we can. CRM
70 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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