Collision Repair 16#4 by Media Matters

EXCLUSIVE: IBIS 2017 AND ‘THE CURRENCY OF TRUST’

Global Consolidation

David Lingham of Fix Auto World on expansion, growth and change

Collision Connection

Our complete report on NACE Automechanika!

Century Club Campbell’s Auto Shop proudly celebrates 102 years of business

Bright Future The George family of Leamington Collision serves high-end and blue collar customers in Canada’s scenic south

Plus Vyolaine Dujmovic will represent Canada at WorldSkills 2017, digging into welding power requirements, CSN hosts regional meetings and much, much more! Volume 16, Number 4 l August 2017

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CONTENTS

ON THE COVER 19 Bright future Leamington Collision puts customer service first in Canada’s scenic south.

Volume 16, Issue 4, August 2017

features 22 leading growth David Lingham of Fix Auto World on the future of the collision repair industry. 33 SELF-DRIVING TIMELINE Will we see cars drive themselves by 2020, 2025 or later?

36 NACE Automechanika 2017 See what you missed in Chicago during the first joining of NACE and Automechanika. IBIS 2017 puts global trends in perspective.

51 meet the staff Get to know the new staff working to serve you at Collision Repair magazine. 62 worldskills profile Meet Vyolaine Dujmovic, Canadian WorldSkills 2017 Autobody competitor.

NEWS 8, 68 COLLISION REPAIR 87 Towing & Recovery 89 RECYCLING

Vyolaine Dujmovic (left) is one of the talented aspirants at the 2017 Workskills Competition.

Campbell’s Auto Shop in Belleville, Ontario has put customers first for102 years.

On the Cover: Lucas, Paul and Kevin George of Leamington Collision. Photography by James Hoffman.

YOUR ONLINE SOURCE

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

departments 6 Publisher’s page by Darryl Simmons Personal touch. 10 Who’s driving? by Jay Perry Active listening. 12 Prairie view by Chelsea Stebner World class. 14 training by Andrew Shepherd Disruption prep. 16 Industry Insight by John Norris Back to school.

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

96 Recycling by David Gold Association power.

August 2017 collision Repair 5

publisher’s page

personaltouch PUBLISHER DARRYL SIMMONS (647) 409-7070 publisher@collisionrepairmag.com

With Factory Touchtime

PUBLISHING DIRECTOR JAMES KERR (416) 628-8344 james@mediamatters.ca

By Darryl Simmons

don’t know when it happened exactly, but years ago someone crept up behind the collision repair industr y and whispered: “Go faster!” Ever since, shops have been forced to quicken the pace, and must run like factories now. The goal is to get the car in and out as fast and safely as possible. You’d think in all that hustle there wouldn’t be any time for a personal touch. Yet, for all this increased speed I’ve yet to hear anyone complain that the industry has lost its spirit. Quite the opposite, in fact. I hear stories of shops launching projec ts to engage more wit h their

technological developments are, how eager shop owners are to greet the future, and how “shops do so much for people these days”—so much for their customers, so much for their employees, so much for their communities. It seems we have an industry full of kindness. You’ll also find in this issue an exciting look at what Leamington Collision does to put customer service first, on page 19. Our regular By the Numbers feature on page 55 continues with an equipment wish list— highlighting the excitement felt in the industry about new purchases. We’ve also

processes may have become lean, But the effort of a personal touch is ever-increasing. customers. I hear about training programs designed to keep techs challenged and interested. I hear about never-ending charity events where shops give back to their communities generously. Shop processes may have become lean, but the effort of a personal touch is everincreasing. For an industry where so much can be reduced to numbers, it seems to have never forgotten that people matter. In this issue we begin a new regular feature called Flashback of Change, where we talk to someone who has been in the industry a while about the changes they’ve seen. (See page XX for the first of these.) When we first sent out a call for Flashback of Change, I was expecting a few stories about how things used to be so much simpler, or even how they used to be so much better. The response we got back could not have been more different. Instead, we heard how exciting all the new

felt the conference season upon us, and have coverage of NACE Automechanika 2017 and the IBIS conference, on pages 36 and 41 respectively, just going to show that in the collision repair industry, people just can’t stop connecting with people. Work may seem never-ending on the shop floor, but all I get from the people in it is their eagerness for the future, to greet new customers, support their staff, and embrace the change that’s coming. If the industry’s spirit maintains like this, the future we look towards is not an assembly line in every shop, but one where the collision repair industry will be known above all else for its strong spirit, and human touch.

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EDITORIAL DIRECTOR MIKE DAVEY (905) 549-0454 editor@collisionrepairmag.com ASSOCIATE EDITOR ERIN MCLAUGHLIN (905) 370-0101 erin@collisionrepairmag.com EDITOR ALEXANDRE DUGAS (905) 370-0101 alex@mediamatters.ca CREATIVE DEPARTMENT MICHELLE MILLER (905) 370-0101 michelle@mediamatters.ca VP Industry Relations & Advertising GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com Industry Relations & Advertising Assistants MARIA ANGELA YANITA, YUHAN PAN Managing Director iMM/Director Business Solutions & Marketing ellen Smith (416) 312-7446 ellen@mediamatters.ca SPECIAL PROJECTS MANAGER MIKE CAMERON (905) 370-0101 mike@mediamatters.ca ACCOUNTS RECEIVABLE PAT CAPPELLI (905) 370-0101 pat@mediamatters.ca CONTRIBUTORS David Gold, John norris, Jay Perry, barett poley, Chelsea Stebner, andrew shepherd, Josh White SUBSCRIPTION One-year $39.95 / Two-year $64.99 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 without 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: 455 Gilmour St Peterborough, ON K9H 2J8

“We acknowledge the financial support of the Government of Canada”

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

NEWS

People on the move Patrice Marcil, the Customer Experience Director for Axalta Coating Systems, will take up the position of Chairman of the Canadian Collision Patrice Marcil. Industry Forum as of January 2018. Marcil is a well-known figure in the collision repair industry and has been operating at the heart of Axalta Coating Systems since 2000. He now prepares to take charge of the CCIF with progress driven initiatives and an emphasis on communications. “Communications will need to remain open between all business branches of the collision repair industry ... we will also need to ensure that we talk about the real issues,” said Marcil. Mirka Canada has announced the appointment of Scott Savage to Regional Sales Manager for Ontario and Western Canada. Along with Scott Savage. Johnny Girard, Savage is a part of Mirka Canada’s renewed organizational structure. Savage and Girard will divide the management of the sales team into two regions. Girard will manage Quebec and Atlantic Canada, while Savage will manage the Ontario and Western regions. “He has a broad experience from handson technical skills to high level marketing,” said John Booth, President of Mirka Canada. “He is a very talented and experienced individual who can look at the market and make sure our offering and our approach aligns with our customers’ needs to ensure strong, long-term partnerships.” Regarding what he hopes to accomplish in this position, Savage said, “I will continue to foster our strategic partnerships and drive market share.” Fix Auto World has a n n ou n c e d t h e ap pointment of Graham Kresfelder to the role of Global Strategic Developer. A statement from Fix Auto World says Graham Kresfelder. Kresfelder is highly experienced in international work. Kresdelder has worked in the collision repair industries of seven different countries, including the United Kingdom, Poland and Italy. His success in creating market-lead-

ing enterprises in a handful of European territories, combined with his experience in international leadership, developing accidental management processes, automotive collision networks and productivity technology platforms makes it clear that Kresfelder is perfectly suited to take on this role, according to a statement from the management of Fix Auto World. “I am delighted to be joining the Fix Auto team at this exciting time,” said Kresfelder. “The services and solutions the brand provides for the automotive aftermarket industry is revolutionizing the way in which businesses are successfully grown. Fix Auto has proven through its development that it is growing, and will continue to grow quickly in various international markets. I am delighted to partake in the momentum and join the Fix Auto World team.” Brent Windom is taking on the role of President and Chief Operating Officer for Uni-Select’s Canadian Automotive Group. Windom has 30 years of experience in Brent Windom. the automotive aftermarket industry. During his career, he has held various leadership positions, including serving as President and Chief Operating Officer of Uni-Select USA. His previous experience includes the positions of Senior Vice President, Sales and Marketing for Uni-Select USA and as Vice President of Marketing and Merchandising for MAWDI. His most recent position was President and Chief Executive Officer of Auto Plus | Pep Boys. “Brent has a solid track record of driving business growth through innovation, successful strategic initiatives and developing people,” said Henry Buckley, President and Chief Executive Officer of Uni-Select. “We are extremely proud to welcome Brent back as a member of our executive team and are confident that, with his extensive leadership and his strong knowledge of the Canadian automotive aftermarket, we are confident he will be a key contributor in the pursuit of Uni-Select’s growth ambitions.”

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who’s driving?

Activelistening Having the humility to really pay attention is the first step

By Jay Perry

nce, during the question-and-answer period at a speech I was giving, I was asked by an audience member what was the one thing great leaders had in common. My answer was humility. There are many different styles of leadership that are effective. Part of what I do is help my clients identify which one will work best for them and their organization. However, if they do not exercise humility, they will not be able to practice the most powerful leadership technique I know, that of listening.

other situations as well, but active listening, really absorbing the information, is crucial for leaders. The second thing that gets in our way when it comes to active listening is that humans have been conditioned to rapidly come up with the right answers. Think back to your formative years and the times you would receive recognition and be rewarded. It was often when you came up with the right answer, and came up with it as fast as possible. The rewards for active listening aren’t as tangible.

Active listening is bringing all your focus to bear on the person speaking to you.

That may sound easy, but it takes humility to practice listening at what is sometimes referred to as the active listening level. Active listening is bringing all your focus to bear on the person speaking to you, to the point of being able to repeat or rephrase back to that individual what they just said to you. Being able to do this is important. To be totally effective while listening, you have to pick up on every nuance of the thought the speaker is expressing. One of the challenges in practicing active listening is that of the human mind. Our minds can think at an average speed of about 400 words per minute. To put this in perspective, the average person speaks at about 120 words per minute. Do you see where the potential problem lies? Of course you do! The mind of the listener will wander, as it’s going faster than the message it’s receiving. From an evolutionary perspective this was a survival mechanism, helping us take in and process as much information as possible so we could see where potential danger was lurking. Today, however, it gets in our way when we’re trying to be efficient and effective leaders. It gets in our way in 10 collision Repair collisionrepairmag.com

What I commonly observe is listeners start thinking about what they are going to say to the speaker once it is their turn to talk. When their minds are busy, coming up with alternate lines of thought or solutions that they know this individual should take, they actually stop listening to the content and probably lose very important aspects of the conversation. Active listening helps you resolve that problem by forcing you into intensely focusing on and considering all of the words of the person who is speaking, and preparing to repeat or rephrase their own thought back to them. I do it like this, “If I understand you correctly, you mean ...” This works for me and it helps the person to whom I am listening to relax and feel acknowledged. It’s one way to help keep you the one who’s driving. Jay Perry is co-author of the book “Success Manifesto” with Brian Tracy, and the founder of Ally Business Coaching, a process improvement and leadership development firm. He can be reached at jayperry@a-b-c-inc.com.

PRAIRIE VIEW

Worldclass Chris Mario has helped create an empowering culture By Chelsea Stebner

hris Mario. For a lot of us in the collision industry in Canada, that name is synonymous with world class. Lean, continuous improvement, and more—you name it—he’s done it or is the epitome of it. Chris, along with his brothers, Greg and Mike, cut their teeth at Regina Auto Body and are now second generation owners. In fact, the business is starting the transition to the third generation of ownership. Chris is planning his exit from the business, but before he goes, I asked him to share some of his experiences, wisdom and the challenges he has faced in his career. Straight up, I asked Chris about his mentors. His list is long. From folks such as Ton and Koos Reineking, Rich Altieri, Ken Friesen, Don Swick and Joe Hinkens, just to name a few, along with his father George, Chris has embraced the art of listening and learning. Not only has he understood the gift of learning from a mentor, he also shares his talents and abilities with his friends in collision repair. Our team has been fortunate to be on the receiving end of his mentorship. I know that I

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can pick up the phone and Chris will be willing to share ideas, criticisms and advice with myself and my team. In 1985, Regina Auto Body was one of the first shops to introduce computers into collision repair. With the first ARMS management system and cutting-edge paint technology from Europe, Regina Auto Body was well on its way to world class status. The vision that was originally cast by George Mario was carried through by Chris and his brothers, and it pushed Regina Auto Body into the next millennium. Chris is quick to point out that working together with his brothers has been a great key to his success. As a family business, the working relationship and the culture that they have created at Regina Auto Body is number one. He believes that building people with the teachings of lean empowers them to engage with and follow process. Clear communication, along with outstanding processes, is of outmost importance. Many of the shop’s staff have been with them through this journey. Those that have moved on have taken the lessons with them.

PRAIRIE VIEW

His advice to those leaders who are ready to take their shop to the next level? Start reading. Chris’ favourite books include The 7 Kata by Conrad Soltero and Patrice Boutier, and just about anything about Toyota. He believes owners and managers need to bring it all together with

the same goal: overall shop efficiency, zero defects and on-time deliveries. This goes back to creating that culture of empowerment while taking the time to research, plan and communicate effectively. Practicing new processes and adapting them are all part of the lean journey.

his advice to those leaders who are ready to take their shop to the next level? Start Reading. lean to create a sustainable and healthy facility. It’s not only about 5S, but also training, coaching and clear processes. It’s our responsibility to build the culture to help our teams succeed. When asked about challenges in his career, he says that moving his team from a full individual flat rate pay system over to a team pay plan was a tough sell and a big transition. In the traditional pay structure, we ask our employees to be good teammates, but to “eat what they kill.” Basically work as selfishly as they can to make the most money. He believes flat rate has created some of the dysfunction we see in shops today. Moving to a team pay structure means all employees work towards

Change is hard. Whatever you decide to do in your own facility is not without its challenges. However, with clear vision, a great team and much determination, Chris has proven time and again that those challenges can be overcome to create tremendous success in any collision repair operation.

Chelsea Stebner is a co-owner/operator of Parr Auto Body, a collision repair facility located in Saskatoon, Saskatchewan. She can be reached at chelsea@parrautobody.com.

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Training

disruptionprep We need to talk about the elephant in the room

By Andrew Shepherd

s profitable and prosperous as many collision repairers are today, it is surprising that few are speaking of the elephant in the room: The imminent arrival of driverless vehicles. As outlined in a soon-to-be-released AIA white paper, this technological revolution will coalesce around the CASE platform for new vehicles. CASE is short for Connected, Autonomous, Shared, Electric. The resulting industry disruption will be all-encompassing.

This is not some kind of science fiction scenario or a problem for future generations. Honda and Toyota have both promised hands-free highway driving within 30 months. It’s predicted that a mature “New Mobility” infrastructure will be in place within eight to 10 years. That’s not very far off at all. The results from the AIA paper suggest that the Canadian aftermarket as a whole is aware of and preparing for this major disruption phase. At the same

this is not some kind of science fiction scenario or a problem for future generations.

By way of example, truly connected vehicles offer opportunities for remote maintenance, problem diagnosis and over-the-air software updates. Opportunities to improve the customer experience are decreased, simply because the customer isn’t actually present. Autonomous vehicles put this into a starker perspective. The coming introduction of fully autonomous vehicles may mean that customers no longer come to the repair facility at all. The vehicles can simply drive there themselves. In a shared vehicle network, potential repair customers move away from actually owning their own vehicles and into “Mobility as a Service” solutions. In this case, vehicle ownership, and therefore customers, will be mainly in the hands of fleets rather than in the hands of individuals. The primary engine type for our future will probably be electric. Electric motors aren’t more complex than internal combusion engines. In fact, they’re much simpler. This means electrics have far less in the way of maintenance requirements than internal combustion vehicles currently do. There are fewer parts and therefore fewer things than can possibly go wrong with electrics. 14 collision Repair collisionrepairmag.com

time, many of the stakeholders interviewed for the study cited the major importance of education and training in moving the industry through substantial change. In particular, some stakeholders noted the difficulties inherent in the Canadian apprenticeship system when it comes to acting as a facilitator of adaptation and change. The AIA white paper notes that the collision industry is currently seeing a minor increase in business, due to cell phone and smart device influence on distracted drivers. But in a very short period, accidents may decline by as much as 80 to 90 percent as collision avoidance systems penetrate the fleet. The White Paper includes intensive analysis of all components of the aftermarket as well as interviews with industry leaders. You can see the full paper this fall by visiting aiacanada.com. Andrew Shepherd is the Executive Director of I-CAR Canada, a non-profit organization that provides collision repair training and ongoing education. He can be reached via e-mail at andrew.shepherd@aiacanada.com

INDUSTRY INSIGHTS

backtoschool Why certification goes a long way in the automotive repair industry By John Norris

e’ve all heard that the industry needs more techs. The issue isn’t really up for debate, but it often seems like the focus is placed on getting apprentices signed up. As the Executive Director of Collision Industry Information Assistance (CIIA), Ontario’s trade association, I tend to focus on Ontario. I can say with some authority that at least in Ontario, the apprenticeship numbers are quite healthy. However, there’s a bigger issue at play here. It’s not that apprentices aren’t signing up. They are. Enrollment has been very vigorous in the past few years. The issue is that far too many of them aren’t completing their education and becoming fully licensed technicians.

Those who do complete their courses tend to be younger people with no dependents, who work for one employer throughout their apprenticeship, and have accessed the various grants and incentives available to apprentices. However, it’s not those that complete their course of study who are of concern to us right now. It’s those who do not. There are some commonalities to these folks as well. First, they often have conducted insufficient trades exploration to determine their own aptitude, and may lack essential knowledge of just what the job entails. Second, they often find that their on-the-job training leaves something to be desired. Remember, these are the folks who do not complete and are not necessarily

They’re in the business and making money. Why go back to school?

A recent webinar put on by the Canadian Apprenticeship Forum (CAF) focused on this exact topic, that of completion. CAF presented a report titled Hands on the Future, which looks at this problem across all industries and provides a few tips on what we can do about it. CAF interviewed over 300 industry stakeholders for the report and identified eight common issues: • Employer Engagement. • On-the-Job Training & Mentoring. • Harmonization & Apprentice Mobility. • Completion. • Welcoming Workplaces. • Career Awareness. • Technology. • Technical Training. Previous studies by Statistics Canada indicate that, across all of the skilled trades, the completion rates are only about 50 percent. The autobody industry is very lucky if we’re hitting that mark. Speaking of Stats Can, the organization also indicates that those who complete their course of study usually make an average of $10,000 a year more than those who do not. This alone should help encourage students to stay in case, but only if we let them know that. 16 collision Repair collisionrepairmag.com

the apprentices in your shop. There is also a lack of incentives for employers to send them back to school. Third, apprentices themselves are often unsure of what the benefits of completion are. They’re in the business and making money. Why go back to school? It is up to employers to let them know the benefits. The CAF report also identifies the best practices in use to get apprentices to complete their training. First, encourage them to explore various trades. This may result in some leaving autobody, but the ones who stay are more likely to complete. Second, assess them to identify gaps in their knowledge. Third, offer them flexible learning options. The report also recommends offering workshops on how to prepare for examinations. CIIA offers a prep course for technicians writing the Ontario College of Trades exam. Other jurisdictions sometimes offer similar courses. Finally, and this is specific to autobody and not in the report, don’t just have them sweep up. It’s up to all of us to show them that collision repair offers a career, not just a job. John Norris is the Executive Director of the Ontario collision repair trade association at CIIA (Collision Industry Information Assistance) and Administrator of the CASIS Vehicle Security Professional program. He is also Collision Chair of the National Automotive Trades Association (NATA).

Cover Story

Bright Future Leamington Collision puts customer service first in Canada’s scenic south By Jeff Sanford

t can sometimes seem as if life is one long stretch of winter-damaged cars. For Leamington Collision, located in the deep south of this country, the challenge these days is what to do with all the new business in a region where the golf courses open weeks ahead of those in the rest of the country. Life is good along the sunny northern shore of Lake Erie. The town of Leamington, 45 minutes outside of Windsor, Ontario, is a unique place to run a collision repair business. The founder, Paul George, emigrated from Lebanon in the 1960s. “My dad came to Canada with $17 in his pocket. He wanted opportunity,” says his son Kevin, who runs

the shop today with his brother Lucas. The decision to settle in Leamington turned out to be the right one. Paul began working at bodyshops while his wife, Pauline, helped picked the tomatoes that the town of Leamington is famous for. Eventually they got a bank loan and Leamington Collision opened its doors in 1979. Leamington itself is a relatively small city of about 50,000 people, but the greater Essex County area is home to several auto plants operated by the OEMs, as well as half of the tool and die shops in Canada and some of the world’s leading mold makers. Lots of people have access to employee discounts from Chrysler.

Lucas, Kevin and Paul George in the production area at Leamington Collision. The facility started out at 3,000 sq. ft. Today the production floor takes up 10,000 sq. ft., and a further expansion may be in the works.

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Cover STory

“You know what they say around here, everyone has a Chrysler minivan and a 300 in the driveway,” says Kevin. “It was a good area to settle in. You could get a job that paid well.” Paul’s brothers all ended up going to work at the Big Three automakers at one point or another, turning some of their earnings into real estate portfolios. Kevin attended the University of Windsor, earning a degree in computer and electrical engineering, but decided the bodyshop was in his future instead. He learned early on what it took to keep a shop running. When Kevin’s grandfather passed way, his father headed back to Lebanon for several months. Kevin, in grade 11 at the time, was tasked with running the business. “He took me to the bank and gave me signing authority. I was even pulled out of school for a couple of months,” he says. The trials and tribulations that come with running a family-based business followed. One “near-death” experience occurred in 1984. “We had a huge mortgage and had built a nice house. But at one point we ended up five minutes from losing everything to the bank. Then a big hailstorm hit and we hung on,” he says with a chuckle. Eventually Paul passed the business to his children and stepped back from dayto-day operations. “Some places have problems passing on the business to the next generation. Not us. Dad said, ‘You’re in or you’re out,’ and that was it,” says Kevin. “After that he said, ‘It’s your problem. You’re in charge.” The founder is still involved, but in a limited role. “Dad still gives guidance. We call him the used parts manager. He picks up parts, drops off cars. It’s always good to have another experienced set of eyes on the place,” says Kevin. Lucas, Kevin’s brother, joined in 2003 and now takes care of the work on the floor, while Kevin takes care of the office. It is a big and busy shop. Over the years the operation has expanded. The original location was just 3,000 sq. ft. There have been two additions since and the floor is about 10,000 sq. ft. today and the office was recently upgraded. “We have five full-time body guys, two painters and a small office staff. We’re busy,” says Kevin. “We handle between 150 to 200 cars a month. We often have 10 to 12 vehicles a day going out.” This might seem like a lot of cars for a town of 50,000, but Leamington Collision has developed a great reputation. Customers come from as far away as London and Windsor. “We’re pretty much exclusive for a couple of dealerships. And we have lots of referrals,”

Lucas George joined the family business in 2003.

Kevin George has an engineering degree, but decided his destiny was in autobody.

says Kevin. “People here really know their cars. They build them. And it’s a relatively small town, so people will talk. You have to do good work or it’s going to get around.” Leamington and the neighbouring town of Kingsville have grown to become quite wealthy over the last couple of decades as a result of the local industrial greenhouse business. Some of the greenhouses dispatch dozens of truckloads a day and can bring in $400 to $500 million a year. The money floods back to the area as US currency. “It’s a really unique market here. The greenhouse business is big. Along with that comes labeling companies. The largest cardboard box company is here. That’s just five minutes away. The growth in the greenhouse industry has seen the area’s overall wealth taken to the next level,” says Kevin. “We fix Escalades, Lamborghinis, Bentleys, Mercedes, BMWs,

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Shelley Bonneau in the facility’s recently renovated waiting room.

Leamington Collision has developed a great reputation. Customers come from as far away as London and Windsor.

Cover Story

Founder Paul George (centre) opened the shop after emigrating from Lebanon.

Porsches. When someone from out of town comes to Leamington, they’re blown away by the amount of high-end homes and vehicles.” Another local trend driving business to the door are the many migrants from the Greater Toronto Area arriving in the area. The Essex-Windsor real estate board has been pitching the region as a great place for baby boomers to retire. “I’m always on the golf course two weeks before anyone in London or Toronto. People like it here,” says Kevin. “They’re often fairly wealthy and they drive nice cars. Insurance companies are always amazed at the volume we do for a small town.” With that said, Leamington Collision doesn’t forget the town’s blue collar roots. “We don’t care if you’re driving a 2017 SUV or a 2002 Sunfire. We don’t shy away

from any customer. You can’t do that in this town,” says Kevin. Business has been growing along with the real estate boom, and it looks like another expansion is in the works. “We’re looking to build a new shop. We have to. We just don’t have the space for the volume that we’re doing,” Kevin says. There is competition in the area, but Kevin doesn’t see joining a banner as an attractive option. “We provide great service and we’re customer satisfaction oriented,” he says. “Banner’s are just not us. I don’t want to be told where to get my paint.” Kevin doesn’t worry about the new technology on cars either. “Even though there are advanced collision avoidance systems, those cars are still getting backed

into and they’re still getting dinged. We’re seeing fewer front-end hits on high-end vehicles but they’re still coming in. We fixed a Tesla just last week. We replaced the hood, bumper and left headlight. No problem. Same with the X5 we’re working on. You have to be on point and know what you’re doing,” he says. It seems the increase in the complexity of the repairs, along with the general growth in volume, means business is as good as ever. The family had a scare in 2007 when Paul had to be treated for liver disease. A liver transplant took hold and he recovered very well. It ended up being a positive for the local community, as the shop eventually raised $50,000 and donated that to the hospital. “We donate a lot of money to a lot of causes,” says Kevin. “Ask anyone on the insurance side. They all know my Dad. He’s a character. He’ll be around for a while.” Life isn’t perfect, of course. Leamington Collision has great staff in place today, but Kevin knows they’re going to be difficult to replace. “We have our challenges. It’s going to get tough to find good body techs,” he says. “Overall it’s going well though.” It seems like Kevin and the team at Leamington Collision have sunny days to look forward to, both figuratively and literally. Only part of that is the climate. The other part comes through building, and maintaining, a reputation for top-notch service. It’s a reputation that brings in the customers, even when they have to travel from communities as far as two hours away. Kevin sums it up: “If you’ve done a good job in the past, they’re going to come back. It’s just that simple.”

The team at Leamington Collision. From left: Mike Nouhra, Ben Sawatzky, Rick Bergen, Lucas George, Paul George, Kevin George, Mel Lidia, Randy Morrision, Paul Dietrich and Shelley Bonneau.

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EXECUTIVE VISION

Leading

Growth

Head of Business of Fix Auto World, David Lingham, discusses expansions, global trends and change

avid Lingham was appointed Head of Business for Fix Auto World in late 2016, but he has worked with the company since 2015 on global strategic development. As Head of Business, Lingham is responsible for directing and steering the business’ international operations. Lingham is well-known in the global collision industry for his work with the International Bodyshop Industry Symposium (IBIS) and as the founder of Orbis Worldwide and Orbis Business Impact, automotive coaching and support companies that have served clients in 18 different countries.

Collision Repair magazine: Fix Auto has long had operations outside of Canada, but it seems as though the company has expanded significantly on the world stage in the last few years. What prompted this move, and what challenges have you had to overcome to make it happen?

the repairers that make up our global network. Our development goals are ambitious and we focus on two key areas to help us achieve them; having talented people in our team and finding the right business partners in each country—partners who have similar ideals to us of integrity and straight business dealing.

David Lingham: Steve Leal, President of Fix Auto World, is keen that Fix Auto and its associated brands are present on the world stage. Our strategic development in recent years has been rapid, and always underscored by our commitment to our brand and to all

CRM: Fix Auto is a global corporation, but its roots are in Canada. How have these Canadian roots influenced the way the company is structured? Are there advantages that have been brought to bear in regards to what the company has learned here?

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DL: Absolutely, but clearly, geographical differences can play a part when we arrive in a new country. For instance, the UK market is unlike Canada, whereas Australia is quite similar. Having 25 years of proven experience in a mature market like Canada is very helpful, and we draw from best practices in Canada to help us approach challenges and grow our footprint globally. CRM: The world seems smaller today than ever. In your view, what three global trends do you think will have the largest impact on repairers?

EXECUTIVE VISION

“In the future, we will see more work going to fewer networks, and this work will be sent from fewer insurers as they also consolidate.” – David Lingham

David Lingham argues that the growing use of apps and social media will have substantial affects on the collision repair industry’s community.

DL: Consolidation, attempts to improve relations with all stakeholders and the increased involvement of OEMs. In the future, we will see more work going to fewer networks, and this work will be sent from fewer insurers as they also consolidate. I was in Portugal recently and just outside a bodyshop, seven insurance brands were promoted. Every one of them is present in other countries. We all have to work on transparency and trust, and our model encourages an increase in transparency. Car manufacturers are looking at ways of improving their impact on collision. Watch this space. CRM: Thinking of just one of those trends, in your opinion, what would be the best way for repairers to prepare? DL: Repairers need to decide whether they can sustain their business into the future, considering also the worth of the shop and

succession planning. They must be ready to accept help and support and should be receptive towards marketing and business planning innovation. Of course, a franchise model helps, as it allows repairers to remain in charge of their business while benefitting from the advantages of a sound corporate model. This is how we can deliver the transparency everyone is demanding. CRM: What do you think will be the biggest changes to impact the repair community over the next few years? DL: I think there will be changes in the way customers source service providers, and in the way they make decisions to purchase. The use of apps and social media will play an increasingly important role, as will the move towards the next generation to become not only great business managers, but also great leaders, to get the best output from their teams.

CRM: What does the future hold for Fix Auto World? DL: New products and services, new regions to explore, a great team of people and an amazing proposition for forward-thinking, independent aftermarket entrepreneurs who want to secure a bright future for themselves in this industry.

Executive Vision focuses on discussions with key players in the auto claims economy. If you would like to know what’s going on in the mind of a specific individual involved in the collision repair industry, please email editor@ collisionrepairmag.com.

August 2017 collision Repair 23

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FINANCIAL REPORT

Private Equity

Two big jobber acquisitions by capital firms may change the game By Jeff Sanford

he world today is more interconnected than ever before and the impacts from the largest players can touch every aspect of the business. Collision Repair magazine’s financial report sums up the news from these companies to help you track their moves and plan accordingly.

Jobbers and Private Equity

David Roberts of Focus Investment Banking believes recent developments “further cloud the future of smaller jobbers.”

Takata

A technician removes a defective Takata airbag inflator from a Honda Pilot. The airbag scandal has essentially driven Takata into bankruptcy.

David Roberts is the Managing Director and Automotive Group Team Leader at Focus Investment Banking. He was also the co-founder of Caliber Collision Centres, one of the largest consolidators in the US. Roberts distributed some notes recently about two significant private equity (PE) investments in the jobber industry. The deals are significant because jobbers are typically acquired by strategic buyers, rather than by PE firms. Strategic buyers are companies that are already operating in the space and want to grow. These are companies like Uni-Select and LKQ. Riverarch Capital led a recapitalization of Painters Supply and Equipment (PSE) Company of Taylor, Michigan. The Taurence family, PSE’s controlling shareholder, sold their interest to Riverarch. As well, WestView Capital acquired English

Color and Supplies of Richardson, Texas, a large multi-line jobber. Roberts also pointed out that in the recent past, the successful bidders for large targets have been strategic (FinishMaster on Gladwin and D’Angelo, NCS on Single Source). However with these two deals, “PE firms have won the prize.” According to Roberts, “With this new capital entering the jobber industry, growth by acquisition among the larger jobbers is likely to accelerate. The BASF growth initiative is also injecting new capital into independent jobbers focused on converting shops to the BASF brand. Together these events accelerate the change and uncertainty in the industry, increase the requirement for additional capital for jobbers that intend to grow and thrive and further cloud the future of smaller jobbers.”

Embattled airbag maker Takata has filed for bankruptcy protection in the United States and Japan, citing more than $10 billion of liabilities related to defective airbag inflators. Bad news for Takata, but a golden opportunity for smaller rival Key Safety Systems, a Chinese-owned American brand which agreed in principle to buy most of the business for $1.6 billion. Straight talk here, folks: there was simply no way the Japanese parts supplier could afford to pay for the

industry’s biggest-ever recall. Takata has agreed to set up an $850 million restitution fund, but that’s not going to cover all of the costs incurred by its customers, which include many of the major OEMs. A residual business will keep supplying replacement airbag inflators before being wound down, but everything else Takata sold can now be bought from Key Safety Systems. As recently as January, Takata’s market value exceeded $750 million, despite looming liabilities.

August 2017 collision Repair 29

FINANCIAL REPORT

AkzoNobel and PPG

Henk Kamp, Holland’s Minister of Economic Affairs. Recent reports indicate that his ministry received non-public information from AkzoNobel staff regarding the attempted acquisition by PPG.

Toyota

Toyota President Akio Toyoda recently told shareholders the company will consider mergers or acquisitions to procure new automotive technologies, including self-driving technologies.

Uni-Select

Gary O’Connor, President and CEO of Uni-Select’s Canadian Automotive Group has retired, but not before announcing an expansion to the Bumper To Bumper chain.

Uni-Select has announced the opening of a new corporate store in London, Ontario. “The opening of the first Bumper To Bumper corporate store in London is an opportunity to expand the brand’s presence nationally and grow in a key market,” said Gary O’Connor, President and CEO of the company’s Canadian Automotive Group. O’Connor has recently retired from the position, which is being taken up by Brent Windom (see page 8 of this issue). The same 30 collision Repair collisionrepairmag.com

The attempted takeover of AkzoNobel by PPG may have failed, but the story is still making headlines. The latest revelation, according to a report by Reuters, is that AkzoNobel “cooperated closely with the Dutch government from at least March 9, the date … PPG Industries’ attempts to buy Akzo were made public … the emails … showed AkzoNobel employees sending non-public information to government officials, and officials consulting with the company on how to respond to questions from parliament.”

According to Reuters, AkzoNobel sent two emails to the Dutch economic ministry just hours before Economic Affairs Minister Henk Kamp appeared in public to say “an AkzoNobel takeover would not be in the Dutch national interest ... Later Kamp introduced draft legislation giving listed companies the right to reject foreign buyers for a year.” Kamp has been outspoken in his opposition to foreign takeover deals, including PPG’s offer for AkzoNobel and Belgian Post Group’s bid for PostNL, a delivery company headquartered in the Netherlands.

Toyota is on the hunt for new technology and will look into mergers and acquisitions (M&A) to acquire it. Speaking at the annual shareholders’ meeting, Toyota President Akio Toyoda said the company will consider M&A to procure new automotive technologies, including self-driving technologies. According to Toyoda, the company will now be more aggressive in, “... expanding in these areas.” Toyoda conceded, “... he may have focused too much on preserving the status quo at the firm until now,” according to a report by

Reuters. Toyoda was quoted as saying, “The auto industry is undergoing big changes, and issues and ideas which we may have thought were far off in the future could affect us tomorrow. That’s why we need to go on the offensive while also preserving our areas of strength ... We’ve been investing 1 trillion yen (about $11.6 billion CAD—Ed.) each year for R&D, expanding [capital expenditures] and buying back shares, but this may not be enough. We need to consider all our options, including M&A, to survive in the future.”

release noted that the opening is aligned “... with Uni-Select’s commitment to extend geographic coverage and build density in core markets across Canada.” The store will employ 20 team members. The Bumper To Bumper store banner is a “turnkey program for auto parts wholesalers looking for complete program support, a strong brand image and a very aggressive go-to-market approach,” according to the press release. Bumper To Bumper was acquired by Uni-Select in 2006. Over 120 auto parts stores operate in Canada under the Bumper To Bumper banner. Of those, 57 are corporate stores. The company has also made a bold move into Europe by establishing a “third pillar” to its business. The company announced that it had acquired the second largest independent automotive parts distributor in the UK. Uni-Select has entered into an agreement with Hg Pooled Management Limited (and other minority shareholders) to acquire 100 percent of the shares of PA Topco Limited, which does business as The Parts Alliance.

The Parts Alliance is the second largest independent distributor of automotive aftermarket parts in the UK. Uni-Select will acquire the company through its wholly-owned UK subsidiary for about $355.3 million CAD. The transaction will be fully funded with debt. “We are excited to establish a third growth pillar in the large UK parts aftermarket that is expected to be immediately accretive in a market with great upside potential from future consolidation opportunities,” said Henry Buckley, President and CEO of Uni-Select. “Our two companies are a perfect fit in terms of business profile, customer focus, entrepreneurial culture and commitment to people development.” The acquisition complements Uni-Select’s existing segments, Canadian Automotive Group and FinishMaster US. Peter Sephton, President and CEO of Parts Alliance, will join Uni-Select’s executive team while continuing as President and CEO of the European business segment.

Autonomous Report

Helsinki, Finland, has announced it will debut regular autonomous bus service this fall, using 12 passenger vehicles (shown here) that were previously tested on closed roads in the Netherlands and in a small Finnish town just north of Helsinki.

Self-Driving Timeline Will we see cars drive themselves by 2020, 2025 or much later? By Jeff Sanford

here is still some debate about group representing Ford, General Mowhen we’ll see fully autonomous tors, FCA, BMW and others suggested vehicles (AVs) for sale, with some the hype around AVs has gotten a bit predictions stating that it will be as ahead of itself. In written testimony soon as 2020. No matter when they come submitted to the committee ahead of into play, everyone seems to agree that time, Bainwol said, “... retail sales of their introduction will change the world. fully-automated vehicles aren’t expectCollision Repair magazine tracks all the ed to begin until 2025 at the earliest news and innovations in the self-driving ...” For self-driving technologies, “... space to help industry professionals stay the future is here but will take a while on top of developments. In this issue, we to be fully realized … retail sales to look at Aviva’s early talks with various consumers of so-called Level 5 vehicompanies on the shape insurance will cles, (AVs that can operate anywhere take in the AV era, why Mitch Bainwol of a person can drive a conventional the Alliance of Automobile Manufacturers Mitch Bainwol, President and CEO of the vehicle today) is unlikely to happen says we shouldn’t “believe the hype,” the Alliance of Automobile Manufacturers, until around 2025 or after. Given how world’s first autonomous bus service and says we won’t see fully-functioning much vehicles cost and how long they autonomous vehicles for years. much, much more. last—more than 20 percent of cars on The recent US Senate hearings on AVs the road today were produced before heard one of the witnesses warn officials: “Don’t believe the 2002—vehicles equipped with Level 5 systems will likely not hype about a driverless society being just a few years away.” be a majority of the fleet for three more decades. Ubiquity During testimony before the Senate Committee on Commerce, is not projected to occur for at least four decades, largely Science and Transportation, Mitch Bainwol, President and due to the fact that over 260 million light duty vehicles are CEO of the Alliance of Automobile Manufacturers, a trade registered in the US,” according to Bainwol. August 2017 collision Repair 33

Autonomous Report

Bainwol’s prediction of retail sales starting in 2025 cars can be programmed to drive in perfect compliance may be further away than the 2020 we’ve heard from with the traffic laws ... it may also cause an unintentional others, but it’s still very soon. Some insurers, at least, change to policing strategies. If traffic violations are are getting ready for the revolution ahead of time. An mostly a thing of the past, the police won’t be able to interesting report by Insurance Business noted that in- use pretextual traffic stops anymore.” surer Aviva is ready to leap head first into the new AV Some police officers have already seen self-driving era. According to the report, vehicles come up in their the company “... has revealed work, but not in the way that it has been in talks with outlined above. The first companies that are developrecorded fatality in an AV ing driverless car technoloccurred just a little over ogies, looking to seal deals a year ago. Joshua Brown with manufacturers and defrom Florida was driving velopers ... The company’s along a highway in a Tesla, international insurance CEO using the car’s Autopilot Maurice Tulloch confirmed function, when the vethat Aviva is talking to ‘a hicle went under a tracnumber’ of self-driving tech tor-trailer, taking the top companies, ‘as I’m sure a of the car off. The sensors number of people are’.” on the car failed to detect Trendy thinking about the white truck on a very insurance in the AV era is bright day. The US-based that premiums will fall as Aviva’s CEO, Maurice Tulloch, has confirmed that the company National Transportation there are fewer accidents, is talking to a number of self-driving tech companies. Safety Board (NTSB) has and some are predicting a recently wrapped up its future where insurance is simply wrapped into the price investigation into the incident. of the car. Insurance companies, it seems, are thinking The NTSB found that data from the vehicle’s systhe future is in fleet deals. As the story notes, “A deal tem showed that the driver was using two systems, with one of these driverless car companies could mean traffic-aware cruise control and Autopilot, but that drivers who purchase their cars from such a company he ignored repeated warnings to put his hands back automatically gain insurance through Aviva, or could on the wheel. According to a Newsweek report of the lead to a partnership with a start-up in NTSB findings, “Brown kept his hands the sector. Tulloch said that ‘if signed on the wheel for only 25 seconds of an this would be an Aviva first.’” The report extended 37-minute period, in which also notes, “One of the companies Avithe NTSB said he should’ve maintained va is discussing deals with is based in control of the vehicle ... The report said Canada ... Tulloch himself hinted that the Autopilot mode remained on during talks with this specific company are at most of his trip and that it gave him a an advanced stage.” visual warning seven separate times that It isn’t just the automotive and insursaid ‘Hands Required Not Detected.’ ance industries that need to consider In six cases, the system then sounded the impact of autonomous vehicles. A a chime before it returned to ‘Hands recent story in the Washington Post Required Detected’ for one to three looked at the effect AVs could have on second periods.” Supporters of autonpolicing. According to the report, “The omous systems point to the findings Supreme Court has repeatedly held that as reason to think these systems are the police can use traffic stops pretexsafe when used properly. The NTSB’s tually ... What the officer is really trying to do doesn’t report also found that the driver wasn’t watching a matter, the court has ruled, as long as the officer has DVD, “contrary to initial witness testimony.” a valid basis for stopping a car for a traffic violation We’re already seeing some autonomous functions in … so long as the officer had a valid basis for a stop certain vehicles, and regardless of when true self-driving (speeding 55 in a 50 zone), the fact that the officer is cars start going on sale, the world is swiftly filling up really acting for other reasons (determining if there with automated vehicles. A case in point: Helsinki, are drugs in the car) is irrelevant.” Finland, has announced it will launch self-driving As the story suggests, “This is hugely important be- bus service this fall. cause almost every driver routinely violates the traffic The city began trials last summer, with test vehilaws. It’s actually hard to drive without breaking the cles carrying up to 12 passengers along fixed routes. traffic code ... Allowing pretextual stops gives the police The vehicles were tested on closed roads before the lots of power to stop people for non-traffic reasons.” trials last summer, and now Helsinki is ready to Now, consider self-driving cars. “If in 20 years time it is start rolling out the world’s first regular autonomous the norm for cars to be self-driving ... [and] self-driving transportation service.

The first recorded fatality in an AV occurred just a little over a year ago.

34 collision Repair collisionrepairmag.com

SHOW TIME!

Thousands of attendees and more than 600 vendors helped to make the first combined NACE Automechanika a show to remember.

Conferences Converge

NACE and Automechanika conferences join forces for inaugural combined event.

By Alex Dugas

Saad Ouaddahou and Koos Reineking of AkzoNobel, Art Ewing of Pro Spot, Colson Cole of AkzoNobel and Peter Sziklai of Tsawwassen Collision with Gloria Mann of Collision Repair magazine.

rofessional repairers came from across North America and the world for NACE Automechanika 2017. This year’s event, held in Chicago, marks the first time NACE and Automechanika have joined forces. As the official Canadian Media Partner for NACE Automechanika 2017, Collision Repair magazine was in the heart of the action. Our booth helped to serve as a rallying point for Canadians throughout the show’s run. The first day featured the Advanced Technology & Diagnostic Repair (ATDR) Forum and the Business Outlook Conference. Sean Carey of SCG Management Consultants and Dave Hobbs led off with presentations on connected cars and advanced driver assistance systems (ADAS).

Peter Chavez of CARSTAR LC Group.

The bulk of the ATDR Forum consisted of panel discussions aimed at addressing new technologies. A particularly insightful discussion sought to answer the question: “Will ADAS force Salvage and Aftermarket Parts into extinction?” The panel was moderated by Mark Olson, President and Founder of Vehicle Collision Experts. The panelists consisted of Terry Fortner of LKQ, Jake Rodenroth of Collision Diagnostics, Vincent Claudio of Gerber Collision and Glass and Jason Macco of General Motors. “What needs to be kept in sight here is that we don’t have all of the answers,” said Olson. “New technology is rushing past manufacturers as well as repairers like a runaway freight train, and everyone is simply trying to jump on board.”

36 collisioN Repair collisionrepairmag.com

Mike Anderson, presenting at Scan-A-Palooza.

SHOW TIME!

Attendees listen closely to a presentation at the popular MSO Symposium.

Natalee Sursa, Lisa Delong and Lisa Brown of asTech.

Mike Gilliland of AutoHouse Technologies and Joe Frangione of CSN-Bemac in Ottawa.

Susie Frausta, Elizabeth Clark, Laura Kottschade and Nina Pedraza-Zinna of Women’s Industry Network (WIN).

Domenic and Paul Prochilo of Prochilo Bros.

The discussion was far-ranging, but there seemed to be little in the way of concrete answers. Gerber’s Claudio may have summed it up best. “What we can do is prepare by taking absolutely everything into consideration,” he said. The Business Outlook Conference featured a panel discussion on telematics and in-vehicle connectivity. The panel was moderated by Greg Potter of the Equipment and Tool Institute, with panelists Bob Stewart of General Motors, Bill Leisenring of Delphi/ Control Tec, Mike Fitzgerald of Innova and Tim Morgan of Spanesi. Fitzgerald put the challenge in a nutshell. “There are big long-term issues [in terms of dealing with telematics] that may take years to solve,” he said. “So what do we do in the meantime?” The solution, according to Fitzgerald, is to provide open and equal access to data

Kris Mayer of Genuine GM Parts, Debbie Day and Alex Sun of Mitchell.

while ensuring cybersecurity by attaching a telematics device to the vehicle and creating “a two-way information lane.” Morgan delved into the importance of conducting pre-scans. “It’s imperative for a vehicle to be pre-scanned, both for the consumer and car owner,” he said. “If a customer comes to your shop and says, ‘you know, ever since I was here a part of my car doesn’t work.’ With a pre-scan, you can prove that to be true or false.” The 6th annual MSO Symposium took place on July 26, 2017. While this event is specifically geared towards multi-store operators (MSOs), many of the topics under discussion are of interest to all repairers. Vincent J. Romans of the Romans Group kicked off the main portion of the event with an industry update, with a focus on consolidation and convergence. AuGUST 2017 collision Repair 37

SHOW TIME!

Steven Leal and a contingent from Fix Auto, who made a strong showing at NACE Automechanika.

Mike Jones (centre) founder and President of Discover Leadership Training with volunteers, Adam (left) and Rolf (right).

Tunch Goren, Donald Williams and Bryan Walrath of 3D Canada.

Bob Stewart of General Motors, Mike Fitzgerald of Innova and Tim Morgan of Spanesi.

Stephanie Corrente of Fix Auto World scoops up some preferred reading material at the show.

Rick Yates of North York Accident Support Services, Michel Gagnon and Pauline Perenack of Mitchell

The Insurer Panel and OEM Panel followed, both moderated by Marcy Tieger, Managing Director for Symphony Advisors. The panels addressed the developing gap in viewpoints between car manufacturers and insurers as recommended repair procedures and vehicle scanning increasingly take centre stage. Following was the MSO Panel, moderated by John Walcher from Veritas Advisors. This panel addressed the challenges facing MSOs, including technology, scan tools, equipment, supplier consolidation and staffing. A second MSO Panel followed, and addressed OEM certification and training, with leadership representing small, midsize and large MSOs.

The Scan-A-Palooza event at NACE Automechanika delivered a simple but powerful message. “Remember this folks, we need to learn to research and research to learn,” said Mike Anderson of Collision Advice. Anderson and a collection of OEM panelists from Toyota, Nissan, FCA/Mopar and Honda/Acura shared their thoughts and know-how on scanning tools and different OEM specifications. Anderson asked each panelist a series of questions involving scanning. One question asked for examples of repair procedures that require the use of a scan tool. The panelists pointed to hybrid systems, powered seats

38 collisioN Repair collisionrepairmag.com

John Martinolich and Rodica Matei from Wedge Clamp

Luca Alberizzi from Messe Frankfurt and Raffaella Censi from Symach.

SHOW TIME!

3M Automotive Aftermarket Division Team and Chip Foose (centre).

Roy Schnepper, Pauk Louwevs, Bill Moss, Gary Keyes and Roberts M. Wills.

Brian Good from CSN Regency.

Sandy Liguori of Woodchester Auto Group.

Jeffery Minter from Advanced Vehicle Specialities and Greg Piquette from Riverside Automotive.

“Remember this folks, we need to learn to research and research to learn.” – Mike Anderson of Collision Advice.

Bruce Carrick, Tanya Elkins and Bruce Pohl of Audatex.

Dean Fisher, Chief Operating Officer for CARSTAR US; Michael Macaluso, President of CARSTAR North America and Arlo Johnson, VicePresident, Insurance Relations for CARSTAR US.

Ryan Evans of Count’s Kustoms, William Simmons of Collision Repair magazine, Derek Naidoo of NitroHeat, Darryl Simmons of Collision Repair magazine.

The Collision Repair magazine team and Polyvance. (L-R) Alex Dugas, James Kerr, Kurt Lammon, Greg Borst, Erin McLaughlin, Mike Cameron and Michelle Miller.

and windows, sensors and other systems. All of these require recalibration in the event of a collision, necessitating the use of a scan tool. Other questions involved the updating of scanning tools, the use of telematics systems and best practices for refinishing sensor-equipped vehicles. In the end, the message was loud and clear: research the OEM repair procedures every time. As Anderson has said on other occasions, “You don’t know what you don’t know.” Over 600 exhibits were available on the show floor, showcasing the latest and greatest in new technology and equipment. The inaugural run of NACE Automechanika helped provide repairers with the information they need to make the best decisions, and gave suppliers insight into what repairers will need from them in the future. AuGUST 2017 collision Repair 39

Currency Of Trust

GLOBAL VIEW

IBIS 2017 shines a spotlight on social media, global politics and international consolidation By Mike Davey A panel discussion at IBIS 2017 looked into the ongoing process of consolidation on a global scale. From left: moderator Jason Mosely of IBIS; Steve Leal, President and CEO of Fix Auto World; Steve Grimshaw, CEO of Caliber Collision Centers and Ayhan Dayoglu, CEO of Auto King.

early 400 of the world’s leading collision repair industry influencers gathered at the Melia Castilla in Madrid, Spain for the 2017 IBIS Global Summit. Collision Repair magazine is the exclusive Canadian Media Partner for IBIS. Themed “The Currency of Trust,” IBIS 2017 launched with keynote speaker Alex Hunter, the expert behind the social media strategy of Virgin Group. Hunter highlighted the drastic changes in the business landscape over the last five years. He warned attendees not to get so swept up by exciting new technologies that they forget their customers are human beings. “We can all do more competitively,” he said. “The landscape has changed in the last five years; there is so much more noise, so many more competitors, so the challenge has got so much harder. Social media has given everybody a very loud voice, so we have to work harder to rise above it and connect with the right person and, more importantly,

hear them when they try to connect with us.” Hunter said that traditional marketing is increasingly losing its effectiveness with modern consumers. Technology allows customers to evaluate brands much more effectively than in the past, and social media puts them in a

A particular challenge at these levels of growth is maintaining the company culture. position to communicate directly with companies. The upside to this is that customers who are pleased with services will go online and promote the services on their own. Thomas Lake, Senior Analyst, Political Risk for BMI Research, also took the stage

on the first day of IBIS, describing 2017 as “an eventful year so far for major economies.” Lake’s session, “World of Worries: The Global Political Landscape,” discussed recent political events in Europe and increasing polarization in terms of politics. Looking to North America, Thomas said the biggest area of concern is the Trump presidency. He outlined what he sees as the four most likely scenarios: Trump stays in power, Trump resigns, Trump is impeached or Trump is removed from power. Laurence Vivet-Ract is the CEO of Southern Europe for Innovation Group, a company offering operational support to insurers, brokers, fleet managers and OEMs. Vivet-Ract’s session focused on private equity and the collision repair industry. Private equity and new players are bringing disruption to the industry, according to Vivet-Ract, but she also noted that this brings new opportunities, especially for those who embrace change and new technology. August 2017 collision Repair 41

Global View

Charles Morgan, Advisory Board Chairman of Alcraft Motor Company. Morgan’s presentation explored the need to retain craftsmanship in any process.

Sean Carey of SCG Consultants spoke on connected cars and the changes a fully connected landscape will bring to the claims process.

Aleeshen Kisten, Fix Auto’s Managing Director of Repair Solutions in South Africa and Desmond Chan of Fix Auto World.

Harry Dhanjal of BASF, Gloria Mann of Collision Repair magazine, Sandy Liguori of Woodchester Auto Group and Michael Macaluso of CARSTAR. 42 collisioN Repair collisionrepairmag.com

“Technology offers the challenges and the solutions in the sector,” Vivet-Ract told delegates, highlighting how partnerships, investment and supply chain sustainability were key aspects to examine when determining these solutions. “We are in an ecosystem that needs to move together.” A panel discussion looked into the ongoing process of consolidation within the collision repair industry, with panelists Steve Grimshaw, CEO of Caliber Collision Centers; Steve Leal, President and CEO of Fix Auto World, and Ayhan Dayoglu, CEO of Auto King. The panel was moderated by IBIS Director Jason Moseley. All three companies are consolidation success stories. Fix Auto World has grown to 467 sites worldwide. Auto King, supported by private equity, has grown from a relatively small base in Turkey to a workforce of more than 1,500 people. Caliber had 68 locations in 2009 and now has 503 shops. A particular challenge at these levels of growth is maintaining the company culture. Grimshaw noted that Caliber invests more than $10 million every year in training. Leal noted that Fix Auto follows a similar strategy, providing training for all new Fix Auto franchisees and staff. “Harnessing the entrepreneurial spirit is at the core of what we do,” he said. Dayoglu said that alongside technical training, Auto King has set up an academy to ensure quality and culture is met. “There are more than 20,000 bodyshops in Turkey,’ he said. “All our sites want to stand out from their competitors and if you don’t train your people correctly there will be no difference between them and the other workshops in the country.” When it comes to independents, Grimshaw noted that they weren’t going away, but did add that it’s essential for them to be properly trained and tooled. Caliber, on average, spends more than $100,000 on equipment for each newly acquired location. Sean Carey, President of SCG Management Consultants, delivered the final presentation on day one of IBIS 2017. His session, “The Connected Car Landscape,” focused on the coming impacts of the entire connected car landscape. Carey noted that fully autonomous vehicles will come, but it’s the journey to get there that is most important. He predicted that collision rates will fall by over 80 percent by 2040, but believes that a smaller decrease of about 29 percent will hit by 2020, just a few years away. He also highlighted expected increases in the cost of repairs. “The hours per job required will change dramatically along with the skills needed to do so,” he said. Day two of IBIS 2017 kicked off with a presentation by Service King’s President, Jeff McFadden. Service King is one of the largest collision operators in the US. In his session, McFadden discussed the 52-week Service King Apprentice Development Program, the company’s approach to growing its own technicians. McFadden described it as “very inspiring to be able to change lives.”

GLOBAL VIEW

Jeff McFadden of Service King, one of the presenters at IBIS 2017. McFadden discussed the concept of “paying it forward,” and highlighted how Service King is using the concept to increase its workforce.

Laurence VivetRact presented on private equity in the collision repair space. This is especially timely, given the disruption that private equity and new players are bringing to the industry.

Oswaldo Bergaglio of Symach, Gary O’Connor of Uni-Select and Michel Charbonneau of Carrossier ProColor.

Discussing the elements of success, McFadden described how the program was built around localising the approach and an in-depth curriculum. “We believe that alone adds some concrete,” said McFadden. IBIS delegates also heard from Marc Priestley, former F1 mechanic and F1 broadcaster who related stories of his time with McLaren, highlighting how attention to detail and thinking differently transformed the business. Priestley highlighted how a real turning point for F1 and McLaren came when the European Union placed a blanket ban on tobacco advertising within the sport. He said that while the other teams got drawn into a pointless fight, McLaren looked at it very differently. Ron Dennis, at that time CEO of McLaren, insisted on exploring the opportunity it provided. “Ron Dennis spoke with us all and said we were going to go a different route. He saw the opportunity,” said Priestley. “We started to implement change and analyse everything we did in order to provoke new ways of thinking. This was a huge change of culture as now we were being asked how we should move forward. People were empowered and given the opportunity to make an impact. We became a much more efficient resource, and started to share our experiences. The end result was that we won the world title with Lewis Hamilton.” Delegates also heard from Charles Morgan, Advisory Board Chairman of Alcraft Motor Company. Morgan’s presentation explored the need to retain craftsmanship in any process. “Art and cars can be very powerful. So I believe talent can beat might. We’re all told that the big companies will take over. But they won’t,” he said. “Talent can take on and beat the factories. I have a massive appreciation for engineering and engineers, but it’s about the story as much as engineering.” The second day of IBIS concluded with the International Dinner at Santiago Bernabéu Stadium. Watch for individual country reports, starting in the next issue of Collision Repair magazine!

Mike Kaplaniak of Uniparts OEM and Lisa Kaplaniak.

Larry French of CSN Collision Centres and Leslie French.

AuGUST 2017 collision Repair 43

ADVERTORIAL

In Memoriam

Nana (left) at a collision repair industry event in 2016, with her daughter, Gloria Mann, VP of Industry Relations for Collision Repair magazine, and family friend Jeanette Smith.

Industry Icon

Saying goodbye to Winifred ‘Nana’ Soper

t is with great regret that we must report the passing of Winifred “Nana” Soper. She was well-known to many people in the Canadian collision repair industry as the mother and frequent companion of Gloria Mann, Collision Repair magazine’s VP of Industry Relations. Nana was often seen at industry events and was a frequent visitor to both repair facilities and vendor’s offices. She was born in England on August 29, 1912 and passed away late in the evening of June 25, 2017. There’s no question that she lived a long and amazing life. William Mann, one of her grandchildren, spoke to Collision Repair magazine and helped to put her life in perspective. “She was 14 when Lindbergh crossed the Atlantic and 56 when Neil Armstrong walked on the moon. She was just five years old when World War I ended and 32 at the end of World War II,” he said. “She always stayed current with the times 46 collision Repair collisionrepairmag.com

and she evolved with each generation of her family. That’s part of what made her so unique and so special.” Nana maintained a zest for living right until the very end and always seemed glad to see people she knew as well as meet new friends. She also liked cigars. “I first met Nana when I was at a conference in Montreal and she brought me cigars during drinks for my husband,” said Joy Skinner, President of CSN-Industrial Park Collision in Orillia. “I was just so impressed by her and how full of life she was.” Tony Canade is the President of Assured Automotive. He first met Nana some years ago and recollects that first meeting. “Gloria had come to watch my daughter Bianca’s soccer game and invited us back to her house for lunch,” said Canade. “I distinctly remember how eloquent and elegant Nana was; dressed impeccably, hair done and sitting at the kitchen island sharing a glass of wine with my wife Mary and I.”

By Mike Davey

In 2010, Nana attended an Assured Automotive event to celebrate the company’s successful achievement of the Women’s Certified Award. Mississauga’s then-Mayor Hazel McCallion was also in attendance. At the time, Madame Mayor was 89 years old and still four years from retiring as Mayor. Canade recounted a conversation he heard between Nana and Mayor McCallion at the event. “Madame Mayor said something along the lines of being a little tired as she was getting older, to which Nana replied, ‘Nonsense, you’re still young! Just wait until you get to be my age,’” Canade recounted. “I looked at Madame Mayor and said: ‘With all due respect, Madame Mayor, I bet you don’t hear that every day.’” The passing of every person leaves a hole in the world that can never be filled. In the case of Nana, the space she leaves behind is very large indeed. She will be greatly missed by all who knew her.

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Calibration of certain systems has been an OEM requirement for many years. However, the increasing proliferation of advanced safety sensors, such as distance warning sensors, millimeter wave radar & cameras have made the proper calibrations even more important.

CRM: It sounds like this should be a familiar requirement for everyone in the auto claims economy, repairers and insurers. PS: It should be, but it isn’t. Anecdotally, I’ve heard that many repairers have only recently, if at all, embraced this repair requirement. The repair industry as a whole has acknowledged the importance of it, but that’s only come about relatively recently. There are, of course, some repairers that have been doing this for years, but others are still not doing it.

cameras mounted in the windshield that need to be calibrated if the windshield is replaced. This is about a two hour procedure using special procedures and tools. If this step is not performed, fault codes may be stored and the safety system may give a false or inaccurate operation or warning.

CRM: What do you think is causing this disconnect? PS: I know many repairers and insurance field representatives that are either unaware of this requirement, or simply question the validity of it. After being a manufacturer repair standard for more than 10 years, it is unfortunate to think we are only recently paying more attention to it. Both insurers and repairers are coming around, thanks to increased discussion and education, but it’s still not an industry standard, despite being a published repair procedure. CRM: Aren’t properly calibrated systems essential to the safety of the vehicle’s occupants? PS: That is absolutely the case. There are many systems that need calibration, but let’s just look at that seat occupant sensor, the one that’s been a Toyota standard for at least 10 to 14 years. That sensor adjusts the way the airbag deploys based on the weight of the passenger in the right front seat. In talking to some technicians, they tell me that it is not uncommon that the calibration is significantly off. When you consider the potential liability exposure for repairers, and potentially insurers, we should all be concerned. Newer vehicles today often have forward looking

This isn’t just an issue when it comes to Toyota repairs, by the way. Many other OEMs have had similar requirements for years. In fact, we’ve seen a number of the major manufacturers put out position statements insisting that pre- and postrepair scanning, as well as proper calibration of all systems, is essential to driver and passenger safety. Even though an OEM may not have a bulletin or position statement published, it can usually be found in the repair procedures. CRM: So what can the industry do to protect itself from liability, and their customers from serious injury or even death? PS: First, make sure to perform a Vehicle Health Check with a Toyota scan tool as part of the repair plan. That’s your pre-repair scan. Next, research the official repair manuals. You need to do this every single time, even if you already know, for example, the 2012

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RAV4 repair procedures by heart. The same techniques may not apply to the 2016. Not only that, we may have updated the 2012 procedures since the last time you checked. CRM: Are there specific items in the manuals that repairers should keep an eye out for? PS: Mike Anderson from Collision Advice said something at NACE Automechanika that I think sums it up perfectly. He said collision centres need to “Learn to research OEM repair procedures and research to learn OEM repair procedures.” Every item is important, but repairers really need to make sure they’ve looked up what needs to be reset or calibrated. They also need to know the types of material used such as carbon fibre, aluminum, types of steel, the cut and join locations, the weld types used, where to apply seam sealer, corrosion protection, sound deadening foam, and how to reproduce, if not that exact type of weld, the recommended weld for use in repair shops. It’s also very important to research which parts are marked as single-use. There are a variety of these such as water sealing gaskets, clips, washer nozzles, vapor barriers and other fasteners, that cannot be re-used, even if they look like they’re fine. They are constructed to be used just once. You need to order new ones and replace them. A proper repair should look like this: a) perform a pre-repair scan health check as part of the repair plan, b) research and follow the OEM published repair procedures, c) perform the repairs as per the repair procedures, including any bulletins, and using the proper tools and equipment, d) perform a post-repair scan health check to ensure no codes are found, e) perform a road test to ensure normal operation of the vehicle and all of the systems and f) deliver the vehicle back to the customer following your normal delivery process.

August 2017 collision Repair 49

Human Resources

New Viewpoints Media Matters expands with new staff to serve you better By Mike Davey

ew team members have recently joined the staff of Media Matters Inc., the company behind Collision Repair magazine, Bodyworx Professional, Collision Quebec, Canadian Auto Recyclers and other titles. According to Darryl Simmons, Publisher, “These additions will add depth and breadth to an already strong team. It is our collective dedication and commitment

Media Matters Inc. is pleased to announce the appointment of James Kerr as Publishing Director. James is charged with getting the magazines out the door, and also with the company’s continued development and growth into new and exciting areas. James brings more than 15 years of management and creative content development experience in arts administration to Media Matters Inc. His passion is publishing. He takes on the position of Publishing Director because he believes strongly in the intelligence and ingenuity of the people within the collision repair industry, and says he looks forward to shaking the hand of every shop owner in the business. “I grew up in a small town, and

to our readers that allow us to enjoy our position as the leading communications and information source serving Canada’s collision repair industry.” These new staff members come from different backgrounds, but all share in the company’s vision of providing the collision repair industry and automotive claims economy with up-to-the minute news, insightful features and perspectives from across the country and around the world.

what I care about is community,” says James. “The collision repair industry is just one big community, stretching coast to coast. Collision repair people are good people, and I’m proud to be a part of it.” James is most interested in bringing communities together through media, and looks forward to networking contacts to form new strong business relationships. When he’s not at work, James reads stacks of other magazines. If you want to reach out to Media Matters Inc. for whatever reason—to chat about the industry, to start a relationship with the company, or if you’re not sure who you need to talk to at Media Matters Inc.—James is your best contact. He can be reached at james@mediamatters.ca.

James Kerr Publishing Director august 2017 collision Repair 51

Human Resources

Joining the editorial team at Media Matters Inc. is Erin McLaughlin as an Associate Editor, working on Collision Repair magazine and its daily e-zine. Erin is a graduate of Trent University, where she was Editor-in-Chief of a student magazine. Deeply passionate about the magazine industry, knowledge, community building and words, Erin joined the company soon after graduating. “I was initially drawn to the collision repair industry because of the fascinating and quickly developing automotive technology,” says Erin. “I was also aware of the nature of this community—small and tight-knit, and I found that to be pretty appealing.” Erin is interested in helping to build a strong community by recognizing individuals for work they do and illumi-

nating the diversity and uniqueness of the collision repair industry. Her goal is to get quality knowledge out into the world, with a strong focus on the individuals who make up this industry. Other topics of interest include the environment, technology, millennials, management techniques and how the history of the collision repair industry correlates to today’s industry. She adds: “The support and kindness I have encountered from those within the industry has been wonderful.” In her spare time, Erin writes poetry and short stories, and plays bass in a rock band. She is a lover of fiction, music and walks. If you have a story or a story idea for Erin, please contact her via email to erin@mediamatters.ca.

Erin McLaughlin Associate Editor

“These additions will add depth and breadth to an already strong team.” - Darryl Simmons, Publisher.

Alex Dugas Editor of Collision Quebec

We are pleased to announce the appointment of Alexandre Dugas as Editor at Media Matters Inc. A Francophone from Montreal, Alex joins the editorial team for all of our publications, but will specifically be leading all editorial content in French. Alex has taken stewardship over Collision Quebec, and will be transitioning it from a biannual publication to a quarterly. Alex will be working closely with the Quebec collision repair community to provide original and authentic French content to best represent the industry in Quebec. Alex was initially introduced to the collision repair industry through years of work in the car rental business. After getting unique opportunities to try different vehicles as well as witness their repair processes, Alex knew his future involved collision repair. With an English degree and a passion for the automotive industry, Alex was naturally guided to the editorial world and eagerly

52 collision Repair collisionrepairmag.com

began his career in the magazine business. “This industry is full of wonderful people ready to give you their opinions and insights,” says Alex. “Whether it’s about new tools, technologies or businesses, I’m eager to get to work everyday because I know I’ll be writing about someone truly special.” Alex is keenly interested in the constant progress of the collision industry, and how it affects big and small businesses in their day-to-day operations. When he’s not glued to his computer chair, or on the road, Alex browses antique shops. When you see Alex out at conferences, make sure to ask him about recycling and re-using, or about his sidekick, the small poodle with a big heart named Elroy. If you have a story or a story idea—or just want to chat in French or English, you can email Alex at either of his email addresses, in English at alex@mediamatters.ca, or in French at redacteur@mediamatters.ca.

BY THE NUMBERS

Equipment Wish List Latest surveys also highlight the aging workforce and peak production By Mike Davey

Youngest And Oldest Staff Members 67 56

26 18

5 0 18 to 25

0 26 to 35

30 to 45

45 to 55

56 to 64

The chart shows the youngest (red) and oldest (blue) staff members reported by our survey respondents. It would seem that the majority of shops have at least one staff member at the extreme ends of each range, but there also are some shops indicating their youngest or oldest staff members are somewhere in the middle of these ranges.

65 plus

Aging Workforce The industry can always use fresh young talent. Part of the reason for this, we’re told, is an aging workforce. A recent survey asked readers to fill us in on the ages of both themselves and staff members. The majority of owners and managers (44 percent) are in the 46-to-55 age bracket. The next most common group were those in the 56-to-64 age range (28 percent), and some respondents are working beyond the usual retirement age, with 13 percent indicating they are 65 years old or older. Those aged 36-to-45 came in at 11 percent. The smallest group of all were those aged 26-to-35 at 4 percent. Next, we asked readers to let us know the approximate ages of the youngest and oldest people working in their facilities.

Looking at the 18-to-25 age group, 67 percent reported someone of this age in their facility. The next most common response was 26-to-35 at 15 percent, followed by 36-to-45 at 12 percent. Finally, 6 percent reported that the youngest person working in their facility was 46 years of age or older. The majority (56 percent) told us the oldest person working in their facility was aged 56to-64. Another 20 percent indicated that the oldest person on staff was 65 years old or older. Only 16 percent of respondents indicated that the oldest person employed at their business was between 46 and 55. However, 3 percent indicated that the oldest staff member was between 36 and 45, while a full 5 percent indicated that the oldest person at

the facility was between 26 and 35! Bear in mind that’s the oldest person working there, not an average. We also asked respondents to estimate the average age of staff at their facilities. The majority (46 percent) indicated that this was between 36 and 45. The next largest group (32 percent) indicated that average staff age was between 46 and 55. A minority of shops (5 percent) indicated that the average staff member was over 56 years old. However, this is practically tied with those who indicated that their workforce averaged between 18 and 25 (4 percent)! Finally, 13 percent of respondents indicated that their average employee age was in the 26-to-35 age range. August 2017 collision Repair 55

FACTS & FIGURES

What’s Your Busiest Season?

Peak Times

Winter (42)

The prevailing wisdom is that a collision centre is at its busiest on Mondays (when cars come in) and Fridays (when cars go out). Our survey results seem to bear this out. The busiest day for the majority of shops (59 percent) was Monday, followed by Friday at 24 percent. Tuesday and Thursday were in a tie for third place, drawing 7 percent of responses each. Wednesday drew the fewest responses, with just 3 percent of respondents indicating this was their busiest day. A number of respondents chose “other” as their response and provided a bit of commentary. The answers are intriguing and seem to point out that work can be done to level the load across all weekdays. As always, comments are presented anonymously and with only minimal editing from us. “We schedule cars in on a balanced schedule and deliver roughly the same amount each day.” “We actually concentrate on scheduling the same number of arrivals and deliveries of vehicles each day. However, on some weeks Friday is still the busiest day.” The survey then asked readers if they typically ran more than one shift. Most of the respondents (56 percent) don’t, but 24 percent do occasionally and a further 20 percent run like this all the time.

Spring (29)

Summer (19)

Fall (10)

Winter is still the busiest time for the majority of our respondents, but there are substantial minorities who are busiest in summer, likely due to increased traffic and more road miles driven per vehicle; spring, which may be attributable to the abundance of storms in that season, and 10 percent indicated they were busiest in the fall. It’s interesting to note that rutting season for deer in Canada is typically in fall. This may account for an uptick in business for certain shops.

Finally, our survey asked readers to indicate which season was the busiest overall. The prevailing wisdom says “winter” and again this is mostly on track with our results, with 42 percent of respondents indicating it was the busiest season of all. Spring was up next, probably because of the high incidence of storms, coming in at 29 percent. A total of 19 percent of readers indicated summer was

their busiest season, while fall only garnered 10 percent of responses. Some respondents indicated they were “busy all year long.” Others noted that while they used to have a busy season, it seems to have spread out to cover the entire year. We’ve certainly seen some unusual climactic events in recent years, which may help to account for that variation.

What’s Your Busiest Day? 50

Sometimes conventional wisdom gets it exactly right. The majority of our survey respondents indicated that Monday was their busiest time, followed by another large group who chose Friday. However, some facilities indicated that they put a lot of effort into scheduling to help ensure even production throughout the week.

7 3

56 collision Repair collisionrepairmag.com

Monday

Tuesday

Wednesday

Thursday

Friday

Shop Owner Equipment Wish List What would you like most, assuming it was free?

FACTS & FIGURES

30 21

New spray booths top the list of most wanted equipment, but new measuring systems and scanning tools were almost as popular. Techs and other shop staff gave very different answers from those given by management. For staff, new welding equipment topped the list at 35 percent.

What item of equipment would you want most, if price were no object? The single most popular answer for this question was a new spray booth, chosen by 30 percent of survey participants. The next most popular answers were very close in terms of percentages. The runner-up was a new measuring system, with 21 percent of respondents. Scanners and a

Welding Scanning Measuring

Equipment Wish List

Spray Vehicle Physical Booth Lifts Plant

fully equipped aluminum room were very close, with 18 and 15 percent respectively. Popularity drops significantly after that point. Just 6 percent of respondents indicated they would like an upgrade to the physical plant (electrical, HVAC, new windows, etc.) and only 4 percent chose new welding equipment. Vehicle lifts and a dent pulling system

Dent Aluminum Pulling Room

were in dead last, tied at just 3 percent. Techs and other staff surveyed have very different answers from the shop owners. Of the staff responses, 35 percent want new welding equipment, 27 percent want new scanning tools, 26 percent want a new frame machine or bench and 12 percent want a fully equipped aluminum room.

August 2017â&#x20AC;&#x201A; collision Repairâ&#x20AC;&#x192; 57

PartS

Cuong Phung and his team have developed an excellent reputation for customer service and putting their clients’ success first. Domenic Ieraci of Prochilo Brothers Auto Collision calls Phung a “leader in his field.”

Formula For Success Cuong Phung of Formula Honda treats customers’ success as his own By Barett Poley

uong Phung and his team of parts specialists at Formula Honda are well-known in Ontario’s collision repair industry, and for good reason. Phung and his team have built up a long list of loyal clients, and a long list of friends, too. Phung himself attributes this to their high levels of customer service. It seems like their customers agree. Domenic Ieraci of Prochilo Brothers Auto Collision, for example, says that, “Cuong has always been someone who delivers quality service and puts the needs of the customer first. He is a leader in his field and a true professional.”

“Part of the equation for their outstanding reputation is treating customers like family.”

Jan Sanderse of Pickering’s Royal Autobody. He says the depth of parts knowledge on Phung’s team is simply outstanding.

Wayne Hosaki of Birchmount Collision is a long-time customer of Phung’s. In fact, Hosaki’s parts orders have followed Phung from one dealership to another. This speaks well of Phung’s dedication to customer service.

August 2017 collision Repair 59

PartS

Ieraci isn’t alone in this opinion. Every single person we spoke to had something similar to say about the way Phung and his team treat their customers. Jan Sanderse is the Manager of Royal Autobody in Pickering. He notes that the depth of parts knowledge on the team is outstanding and that they stick to their word. “They’re incredibly knowledgeable over there. They know all the parts number themselves, and when they say something is going to show up, it shows up,” says Sanderse. That dependability of service certainly seems to be part of what keeps customers coming back. Wayne Hosaki is the owner of Birchmount Collision in Toronto. He says his professional relationship with Phung goes back at least 10 years, possibly longer. “It could even be 15 or 20 years. In fact, it goes back since before he was even at Formula Honda,” says Hosaki. “It’s very easy to order through Cuong, and his customer service level is so exceptional that it’s really clear he values your business. I know a lot of businesses will

The parts team at Formula Honda.

it’s really thanks to the people who have supported me all of these years,” says Phung. It’s a typically humble statement from a hard-working man who likes to see his customers and staff succeed. We

much effort goes into ensuring their professional repair customers do well. “Maybe my customer only ordered a small part from me today. We analyze how urgent that part is in order to get

“When our customer sees that we sincerely care about their business like that, we often win a loyal customer for life.” – Cuong Phung. say that they honour your business, but through how Cuong talks with you, how he works with you, you can tell he really means it. When Cuong moved to a different dealership, our business followed with him. His service is that good.” Phung and his team’s attention to detail has won the admiration of his customers. It’s also been noticed by the executives at the Drive Auto Group, the dealership group that owns Formula Honda. Phung has been promoted recently, and is now in charge of all parts and wholesale departments across the entire group. “I’m very honoured, of course, but

suspect Phung’s leadership may have contributed more than he lets on. Phung says that part of the equation for their outstanding reputation is treating customers like family, and showing them how much Formula Honda appreciates their orders and relationships. “We always view our customer’s business as our own business,” he says. “We don’t just order parts for them but we treat them like our friends and families. That’s our slogan: ‘Where you’re treated like family.’ We believe that if they do well, then we will naturally do well too.” It’s obvious that when a business does well, their suppliers will benefit. What’s not obvious at first glance is how

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the car out of their shop. I can go out of my way to make that small part a priority for delivery,” says Phung. “Our profit may be very minimal on this one transaction, but it will greatly benefit our customer to be more efficient in their productivity, which extends to us. The next car goes in quicker to their shop and more parts are ordered from Formula Honda. When our customer sees that we sincerely care about their business like that, we often win a loyal customer for life.” You’ve got to admit, it sounds like a winning formula. For more information on Formula Honda and the Drive Auto Group, please visit driveautogroup.ca.

PROFILE

“A big part of my training involves making quick decisions as well as problem solving.” – Vyolaine Dujmovic.

Vyolaine Dujmovic will represent Canada as our Autobody champion at the upcoming WorldSkills event. She is employed with Fix Auto Henri Bourassa.

National Pride Vyolaine Dujmovic will represent Canada at WorldSkills 2017 By Alex Dugas

riginally from Lery, Quebec, Vyolaine Dujmovic has held a strong passion for the automotive industry ever since she was a child. Today, Dujmovic, thanks in part to sponsorship from Fix Auto and AIA Canada, is preparing for the Autobody competition at the 44th WorldSkills event to be held at the Abu Dhabi National Exhibition Centre, Abu Dhabi, United Arab Emirates in October 2017. Collision Repair magazine contacted Dujmovic to gain more insight on her training, her influences and inspirations. Collision Repair magazine: How has your experience with Skills Canada and WorldSkills enriched your life? Vyolaine Dujmovic: This experience has given me the opportunity to learn a lot of new skills at a very fast pace. One of the most fulfilling aspects of the competition was the chance to meet so many great people and form new friendships. 62 collision Repair collisionrepairmag.com

By travelling to different provinces and countries, I got the chance to meet some memorable people who will remain excellent contacts in the future. CRM: How are you preparing for the competition? VD: I go to school twice a week for technical training. It’s not only about the technical training though. A big part of my training involves making quick decisions as well as problem solving. Much of my training involves learning how to think quickly and efficiently. CRM: What have been your biggest challenges throughout this experience? VD: Managing myself. I am a natural born perfectionist and I have my own techniques for everything. It was definitely hard to let my trainers teach me new skills and new techniques. This has taught me how to manage myself on a professional level.

PROFILE

CRM: Why did you choose the collision repair path? What are the experiences or people that have influenced you to become who you are today? VD: My father is a mechanic for a racing team, so the passion runs in the family. One of my dad’s best friends is a driver for the team. When I was young, I would tag along with my dad for every single race. I would be the little girl stealing her dad’s hammers to dismantle whatever I could find. My passion only grew with me and I decided to pursue it professionally after high school. Now here I am today, proud to be able to work at Fix Auto Henri Bourassa, an environment which allows me to express my passion. CRM: What are your objectives or plans for the future? VD: I am currently looking at a variety of options. My presence within the competition has opened a lot of doors as well as many opportunities. In the next five to 10 years I would like to become a teacher in the collision repair industry. I would like to teach collision repair so that I can transmit my passion onto others. I love my current job and am happy to be working for a company that allows me to practice my passion every day. CRM: Are you nervous or excited to be travelling so far from home? VD: I really like travelling. Of course I’m a little nervous to be travelling so far from home but it’s also very exciting! I just came back from China where I was able to follow more training for the

Dujmovic at the Canadian National Skills Competition in Winnipeg. The Canadian team members were invited to the event to practice their skills, as they qualified for WorldSkills 2017 at last year’s competition. Dujmovic also served as a judge for the Autobody competition in Winnipeg.

competition. One aspect of my training involves learning about other cultures as well as respecting them. Culture shifts from country to country and it is important to show great respect for all cultures. I’m also very excited to see the friends I’ve made throughout the competition again!

August 2017 collision Repair 63

INDUSTRY EVOLUTION

Chris Stathonikos of CARSTAR CMD Group. Stathonikos started his collision career in 1974 and has seen many revolutions impact the industry over the last 43 years.

Chris Stathonikos talks change By Erin McLaughlin

Flashback of Change is a new feature that looks at how today’s repairers can meet the challenges of the present day by highlighting how the industry in past years has turned problems into opportunities. Do you know someone who would like to share their knowledge? Make sure to let us know via email to editor@collisionrepairmag.com.

hris Stathonikos has seen the collision repair industry go through some major changes and challenges. He began his career in 1974, starting out as an independent and eventually joining CARSTAR in the late ‘90s. He notes that the most substantial changes were in the areas of environmental awareness and the growing number of computers found in vehicles and the shop. “In the ’70s, people threw everything in the garbage. Paint, thinners, parts, anti-freeze. It would all end up in the landfill,” says Stathonikos. “Now, recycling companies pick up these materials and put them through the appropriate recycling program.” This fact alone has significantly reduced the impact shops have on the environment, while simultaneously improving the general perception of repair shops and the health of those who work there. What some once considered a dirty and wasteful industry is increasingly clean and more conscious of waste as well as its environmental impact. In terms of technology, the move to computerized estimating, as well as the common practice of taking photos of the car pre-repair,

has had a substantial effect on the industry. For one thing, it demands that estimators be comfortable working with computers. The relationship between customers and shops has changed as well. “Because of valet services, customers don’t even need to go into shops anymore,” said Stathonikos. “When

“If you want to stay in this business, you have to make sure you’re adapting to change and new technology.” someone gets in an accident they simply wait for a tow truck and a rental car to arrive.” Despite changes to materials and techniques, Stathonikos notes that the overall repair process itself has remained very much the same. “Since the ‘70s people have been fixing cars the same. You have to update your shop accordingly, but that hasn’t affected us

much. Equipment, repair time and bodyshops have changed, yes, but the repair process hasn’t changed much. You still take the car apart, paint it and put it back together,” he says. Stathonikos added that the problem of recruitment, or lack of recruitment, has been another static theme in the industry. “Even way back in the ‘80s we had trouble getting people in the industry,” he says. “Today, of course, this is still a problem, even though the industry has become cleaner and more environmentally friendly.” Many shop owners have had to sort out how to sustain a prosperous business despite ongoing change. Managing that change is essential. “I reacted by updating my collision shop, getting new equipment and hiring more professional people for the front office,” says Stathonikos. Currently, Stathonikos and the other members of the CARSTAR CMD group own six shops and are consistently busy repairing vehicles. “Essentially, if you want to stay in this business you have to train as you go to make sure you’re adapting to change and new technology,” he says. August 2017 collision Repair 65

CENTURY CLUB

(Left) Founder Matt Campbell and his family, circa 1927. (Right) The Campbell’s Auto Shop team in 1993 with current owner Rick MacDonald.

102 Years of Putting

Customers First Campbell’s Auto Shop in Belleville, Ontario, first opened its doors in 1915

102

years old never looked so good. Campbell’s Auto Shop in Belleville has been open since 1915, when the collision repair industry was strikingly different. In fact, founder Matt Campbell was repairing and painting carriages when the doors first opened to the public. Once automobiles began dominating the streets of Belleville, Campbell’s adapted to the changing times. Although motor vehicles were not as plentiful then, Campbell foresaw the growing future of the collision industry and started service traditions that remain today. Campbell’s Auto Shop remained in the family until the mid-1950s when partners were brought into the business. In the years since, upgrades were frequently made to fit the technology of the quickly developing industry and the shop continued to grow. The current owner, Rick MacDonald, began working at Campbell’s in 1971. Al-

By Josh White though there have been many changes and additions to the shop, there is one thing that he says has stayed the same: the service. “Sixty-five percent of our customers are repeats and they tell people about the good we do here,” said MacDonald. “It’s all the advertising we need.” Mike Vadja, Executive Director of Quinte Vocational Support Services and long-time customer, trusts only Campbell’s with his classic ‘77 Camaro. “They’ve been great; I use them for my company too. I know I only need to bring it in once and it will be good,” said Vadja. Being a Campbell’s Auto Shop customer for 25 years, Vadja said, “It’s their workmanship and customer service,” that keeps him coming back. Over the time he has been a customer, Vadja sees the biggest change being a larger staff to accommodate a growing clientele. Although he is hoping to retire next year, MacDonald is keeping the shop in the family. His son Jeff will likely be the successor of the shop, continuing the Campbell’s Auto Shop tradition of serving the Belleville commu-

66 collision Repair collisionrepairmag.com

nity. MacDonald’s grandchild, Payden, is currently apprenticing at the shop and is set to finish in 2018. MacDonald said the proud reputation that Campbell’s began in 1915 is still carried on through their service. Although it now belongs to a different family, Campbell’s still does business under the same name. MacDonald says Campbell’s guarantees the work they do; confident that after 102 years, the shop can still do the best for the client and their vehicle. For more information, please visit campbellsautoshop.ca. Campbell’s Auto Shop is the first member of Collision Repair magazine’s “Century Club,” celebrating shops that have been in business for 100 years or more. Does your shop qualify? Get in touch with us via email to editor@collisionrepairmag.com!

Regional News | British Columbia

40 years of repairs at Craftsman Collision Every repairer has strange stories to tell. After 40 years in business, Craftsman Collision has some doozies. Since founder Bill Hatswell opened the first location on Vancouver’s Cambie Street in 1977, the company has grown to 40 locations and served literally millions of customers. Staff have dealt with fires, No estimate was needed when a windstorm blew the roof customers using courtesy cars as getoff the Main Street location and onto Craftsman owner away vehicles, and on top of it all, the Bill Hatswell’s Jaguar XJS. The car was a write-off. occasional cheetah. Okay, perhaps there was just one chee- didn’t take long for the Vancouver police to tah. For whatever reason, a customer who track him down and haul him in. performed as an exotic dancer with her pet Oddly enough, that wasn’t even the first cheetah allowed the cat to take up residence Craftsman car used in a bank job, recalls in one of Craftsman’s customer replacement Chief Operating Officer Rick Hatswell. One of vehicles. According to Craftsman Collision, them had to be shipped back from Knoxville, the cheetah turned the “formerly pristine Tennessee, after it was used to commit a crime. interior into a tangled mess of fabric, foam One windy day in 2006, Craftsman’s adverand wires garnished with the ineffable aroma tising blimp was found missing from its Maple of feral sweat and excrement.” Ridge shop on Lougheed Highway. Arriving Then there was the not-too-brilliant cus- to open in the morning, the shop manager tomer who made a large unauthorized with- was aghast to see half of a frayed rope where drawal from an unsuspecting bank, using a the 20-foot, helium-filled behemoth had Craftsman replacement vehicle emblazoned been anchored. Craftsman offered a $1,000 with the distinctive red, white and blue reward for its safe return, but the blimp was Craftsman livery as a getaway vehicle. It never found and the reward never claimed.

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In December 1986, heavy winds took out some of the roof supports at Craftsman’s Main Street location, causing the heavy roof overhang to land right on top of a nearly new Jaguar XJS in the parking lot. The car was a write-off, which probably upset the owner: Craftsman Collision founder Bill Hatswell. Expecting the unexpected is part of what keeps collision repair interesting to Hatswell, even after 40 years. Today, Craftsman employs more than 600 staff under the banners of Craftsman Collision and Distinctive Auto Works. According to the company, most employees participate in an array of company-sponsored social events: annual boat cruises, golf tournaments, ski trips, family days and gala Christmas parties at premium venues. “I could write a book on the many things that have happened in the last 40 years,” says Hatswell. “Sad things, exciting things, disappointments and fun. They are all part of the Craftsman success story, and have helped us make our mark. But with our continuing growth it would be a bit premature. The book is still being written.”

Alberta | Regional News

CARSTAR Leduc launches in Alberta CARSTAR has announced the opening of CARSTAR Leduc, located off Highway 2 at 7121 Sparrow Dr. in Leduc, Alberta. The Melins, who own the shop, are committed to serving not only the residents of Leduc, but reaching out to the greater Leduc area. The Melins are aware of the need for reliable collision repair centres, especially given Alberta’s winters. “I know what toll the Alberta terrain and climate can take on vehicles, and my team is eager to support those in our area who are affected by it,” says Dale Melin. “The support of CARSTAR has helped set us up to better serve those in the area, and we look forward to growing this success so that we become top-of-mind for premiere collision repairs.” “The Melins have already proved to be valuable partners by working tirelessly to renovate their facility and set themselves up for success,” says Greg Gore, Regional Development Manager. “We have the utmost respect for Dale and Brad as they have already shown an exemplary commitment to customer service and providing exceptional repairs.” CARSTAR Leduc is a newly renovated 12,600 sq. ft. facility with two new paint booths. It’s built to service all kinds of automobiles, including large vehicles with aluminum components. Customer shuttles and on-site Enterprise rental services are also available. “Growing CARSTAR with franchise partners like the Melins is what helps us continue our reputations as a premiere collision repair company,” says Michael Piper, Regional Director for Western Canada. “Dale and his team are elated to be a part of the CARSTAR team, and are committed to providing exceptional customer service and repair work. We’re very fortunate to have Dale and his team join the CARSTAR network.” For more information, please visit carstar.ca.

CARSTAR Leduc franchise partners Dale and Brad Melin. The Melins have worked tirelessly to renovate their facility.

CARSTAR’s brand new shop in Leduc, Alberta. The shop can service a variety automobiles, including vehicles with aluminum components.

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Regional News | saskatchewan

Decades of safer driving: Saskatchewan’s seat belt law turns 40 This year, Saskatchewan’s seat belt law is turning 40. In 1977, Saskatchewan became the third province in Canada to mandate seat belts, after Ontario and Quebec introduced the law the year before. While the mandate was a good start to improving safety on the road, it was initially far from perfect. “Seat belt legislation has come a long way over the last 40 years,” said Earl Cameron, Executive Vice-President of the Auto Fund. “When initially introduced, only drivers, front-seat passengers and children under 16 years of age were required to wear them. Today, it includes everyone in the vehicle, and there are additional child safety seat requirements for children under the age of seven.” Seatbelt laws have had enormous effects on vehicle safety. Saskatchewan Government Insurance (SGI) found that in 1986, the earliest year with available data on the subject, 111 individuals who were not wearing seat

Earl Cameron, Executive Vice-President of the Auto Fund, notes that seat belt legislation has come a long way over the last forty years.

belts were killed in collisions in Saskatchewan, and 2,699 were injured. The 111 individuals who were killed account for 61 percent of all vehicle related deaths in 1986. Those injured accounted for 35 percent of vehicle related injuries.

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Years later, these numbers have changed drastically thanks to seatbelt laws, which, since 1986 have become more integrated into expected driving practices. According to SGI, in 2016 the numbers have dropped substantially, to just 25 deaths and 155 injuries. According to Cameron, wearing a seat belt reduces your risk of being injured or killed in a car crash by about 50 percent. Despite these improvements, neglecting to use a seat belt, or the improper use of a seat belt is one of the top contributing factors in Saskatchewan automobile fatalities. Last year, 4,122 drivers were convicted for not wearing a seat belt, and 266 were convicted for a passenger under the age of seven not wearing a seat belt. Putting a seat belt on isn’t difficult, and it can save your life. To quote Cameron, “It only takes three seconds to buckle up— 1,2,3—click.”

The team at one of Royal Auto Collision’s facilities. Maintaining the extremely high levels of customer service the shop’s dealer and insurance partners have to come to expect requires buy-in from every member of the staff.

Royal Treatment Royal Auto Collision makes customer satisfaction its number one goal

ichard Barnes is the Customer Service Manager for Royal Auto Collision in Mississauga, Ontario. That position may mean different things at different facilities. For a repair operation like Royal Auto Collision that prides itself on customer service, it essentially means he’s involved in just about everything. “Customer satisfaction is always our number one goal. We always strive to meet the individual requests of each and every customer,” he says. “Putting customers first may sound simple, but everything we do flows from that.” Royal Auto Collision has two facilities in Mississauga. Both are clean, well-lit and provide excellent levels of customer care. It’s a great public face for the business, but the company’s dedication to its customers goes far beyond the surface. The average customer may not know just how much investment has been put into topof-the-line equipment, continuous training or strict adherence to OEM specifications. They simply enjoy the results. However, they almost certainly do notice some of the other services Royal Auto Collision offers to make the repair process as easy and stress-free as possible. “We have our own in-house car rental company, so we make sure customers can still get around while we’re performing repairs, and we have our own towing capabilities, so customers know their car will be in good hands throughout the process,” says Barnes. “We also offer valet service to all our dealership customers.”

Richard Barnes with one of the company’s Celette racks. Top-of-the-line equipment is just one part of the equation when it comes to top-notch customer service.

Royal Auto Collision has formed very solid relationships with many local dealers, performing collision repairs to numerous makes and models. The customer relationship is of primary importance to auto dealers. It could be these dealers rely on the staff at Royal Auto Collision because they sense kindred spirits.

“If you buy a product, especially a big item like a vehicle, then you have a right to expect a certain level of service,” says Barnes. “We see eye-to-eye with dealers on this. Our customers deserve the very best we can provide for them.” The very best, as it turns out, is of extremely high standard. Customers may not see that Royal Auto Collision ensures highly trained staff through in-house I-CAR training, but dealers and insurers certainly recognize the value. A number of OEMs have recognized it as well. The facility is Honda Canada ProFirst recognized, as well as certified to repair Chrysler and Ford vehicles through the Certified Collision care program. This is in addition to the many letters of recognition from area dealerships that support the Royal Auto Collision brand.

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In addition to staff training, Royal Auto Collision has put a heavy investment into having up-to-date equipment. Among other highly recommended items, the facility uses a Celette XL bench, an Inverta GT spot welder and Wielander and Schill IP6-2 aluminum welders. Aluminum repair has become more common than in previous years, but many facilities simply curtain off an area. Royal Auto Collision goes beyond this, with a sealed aluminum repair room to prevent any chance of galvanic corrosion. “It’s more expensive to do it that way, for sure,” says Barnes. “It’s also worth it to protect our customers and their investment.” Royal Auto Collision also has a fully-equipped and trained mechanical service department. This ensures that the entire repair is done in-house, with no sub-contracts needed. “The mechanical repair just works on collision damaged vehicles. This lets us control the whole process and make sure that everything is up to our standards,” says Barnes. “It’s all about customer care and providing our customers with another level of security.” For more information on Royal Auto Collision, please visit royalautocollision.ca. Royal Auto Collision 1725 Sismet Rd, Mississauga, ON, L4W 1A6 905-282-1622 info@royalautocollision.ca

Manitoba | Regional News

Going for Gold: Students put skills to the test in Winnipeg

Paul Stella of Toyota Canada working with students at SCNC’s “Try a Trade.” The Skill Competition depends on devoted volunteers such as Stella.

This year, the Skills Canada National Competition (SCNC) was held in Winnipeg, Manitoba. The SCNC is a national multi-trade technology competition for students and apprentices across Canada, with competitions for over forty different trades and skills. The collision repair industry is represented with two events, Autobody Repair and Car Painting. SCNC’s primary goal is to promote skilled trades and technologies to Canadian youth, and eventually make Canada a world leader in skill development. To do this, competitions are structured to best emulate what is actually going on in their respective industries, focusing on skills that are most necessary for student and industry needs while remaining up-to-date with the current industry demands. The winners of Secondary Autobody Repair this year were Gabriel Richer-Guinard, who received Gold, Martin Krutsch, who received Silver and Dan Danley, receiving Bronze. Post-Secondary Autobody Repair winners were Colin Bailey, receiving Gold, Marc-Andre Benoit, receiving Silver and Andreas Roth, the Bronze winner. The Secondary Car Painting Gold winner was Matthew Norris. Myriam Bisson received Silver and Christopher Pittman received Bronze. The Post-Secondary Gold winner was Jacob Hooper, then Jarred Upshaw with Silver and Catherine Matthewson with Bronze. SCNC’s great opportunities do not end at receiving a medal. The competitions help students get their foot in the door, as the judges and attendees are often people in the industry,” said Bill Speed of Danforth Collegiate & Technical Institute.

Speed added that lifelong friendships often arise out of the competition, and it gives young people a general “heads up” on what’s going on in the industry. The competitors often return as Skills Canada volunteers to give back and help the next generation, and many of the national level volunteers participated at provincials, nationals, and some even competed in WorldSkills. The process of preparing for SCNC is never a walk in the park, though it does differ widely depending on various school boards’ training programs. For Speed’s students, SCNC recruitment and training begins in September, many months before the June competition. The first several months consist of a weekly training session, and then expand to two or three training sessions a week as the year progresses. Some competitors arrive with even more training under their belts. “I would like to acknowledge the hundreds of volunteers and companies that donate funds, parts, materials and equipment to Skills Canada events across the country,” said Leanne Jefferies, who works with Skills Canada on behalf of the collision repair industry. “Together we are making a huge difference in the lives of our young competitors, and showcasing the great career opportunities to tens of thousands of students.” Winners at the national level may qualify to train as members of WorldSkills Team Canada. WorldSkills 2017 takes place October 14 to 19 in Abu Dhabi, United Arab Emirates. Canada’s collision repair industry is to be represented for the first time by two female competitors, Vyolaine Dujmovic (Autobody Repair) and Ashely Weber (Car Painting).

The SCNC Autobody judges and volunteers. Many SCNC competitors give back by volunteering with the competitions throughout their careers. August 2017 collision Repair 73

Regional NEWS | Ontario

CSN looks to the future at regional meeting CSN Collision Centres recently held its Ontario regional meeting in Mississauga. Like other CSN regional meetings, many topics were covered regarding CSN’s future, including discussions on insurance relations, marketing, current operations and the use of technology within CSN locations. These regional meetings offer the opportunity for CSN shops to meet their regional management team, providing a space to discuss the future of CSN with those working in it. Meetings such as these give a voice to those working on the frontline operations of the company. Here, employees of all levels can share comments, concerns and ideas to keep CSN moving forward. With roughly 75 CSN staff at all levels in attendance, there is a clear interest in what the meetings offer.

“We had an excellent meeting with wonderful guest speakers talking about their area of expertise. This created dialogue for the owners and managers in the company,” said Ontario Regional Manager Derek Bennie. The guest speakers include Federated Insurance’s Teed Burns, presenting on insurance p olicies, relations, and coverage. In addition to Burns, CSN’s own staff were included, discussing topics ranging from 2017 Goals and Initiatives to an overall future vision of CSN. “We are always looking to keep the format of the meetings fresh,” said Bennie. “We try to get speakers from a variety of topics; finding

Derek Bennie and Larry French of CSN Collision Centres at the Regional Meeting.

different ways to make shop owners better customer service leaders in the community.” Moving forward, CSN is looking to implement more training opportunities in future regional meetings. The next regional meetings across Canada will be held this fall.

UNICA takes the Fix Auto cup Fix Auto held its annual soccer tournament at Trio Sportsplex in Vaughan to great success. With record-breaking attendance, the popularity of the tournament continues to grow. “This was the highest attendance of insurance adjusters in the tournament’s 15-year history,” said Tony DeSantis, Vice President of Sales at Fix Auto, discussing this year’s results. “It’s great to see this turnout for a fun evening of competitive rivalry to win the coveted Fix Auto cup. Participants from our insurance, supplier and strategic partners totalled over 150 people.” The tournament consisted of 10 teams with eight of those teams composed of representatives of Fix Auto’s insurance partners. Teams included CAA, Wawanesa, TD Insurance, Unica, RSA, Unifund, Economical and Claims Pro. Enterprise Rent-a-Car and the Fix Auto home team completed the tournament competitor list with all playing a round robin of three games, followed by the semi-finals. In the end, Unica and TD Insurance went head-to-head in the finals with Unica taking the Fix Auto Cup for 2017. TD took the runnerup spot after a fierce competition, followed by RSA in a close third. “The competition was fierce,” said Daryll O’Keefe, General Manager

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After a fierce competition, the team from Unica took home the Fix Auto Cup at the 2017 Fix Auto Soccer tournament.

of Fix Auto Ontario. “It is amazing to see how much the adjusters enjoy and look forward to competing for the envied Fix Auto Cup. It’s a great evening of fun and camaraderie that highlights Fix Auto’s commitment to our partners at all levels.”

QuebÉc | Regional News

Tiger Auto Parts to open Montreal-Lachine warehouse Tiger Auto Parts is set to open a new MontrealLachine warehouse location by the end of the summer. While there is not yet an official opening date, Tiger Auto Parts aims to have the franchise open at the end of August or early in September. The company currently has two locations in Ontario: Toronto and Brampton. This will be the first Tiger Auto Parts location in Quebec. “Montreal is the second-largest business market for aftermarket auto parts after Toronto. It will also be close to our other locations, making it easy to maintain and transfer inventory,” said General Manager Mike Younos in a recent interview with Collision Repair magazine. Younos also said easier maintenance makes for a smooth transition and better service, ensuring the

new location will function just as well as those in Toronto and Brampton. “We have the resources, partnerships, and effective business strategy to take our customers’ business to the next level. Providing excellent service and best price made Tiger one of the largest aftermarket auto parts suppliers and now we want to pass this to our customers in Montreal and all over Quebec,” said Younos. Younos noted that the first 500 new customers to call and open an account will receive a $100 rebate on orders of $300 or more. For more information, visit tigerautoparts.com.

Tiger Auto Parts’ new location in Montreal-Lachine, set to open later this summer. The new facility is the first Tiger Auto Parts location in Quebec.

CARSTAR expands in Quebec

The owners of CARSTAR La Tuque, Isabelle Matte and Christian Dallaire. Their collision repair facility will be the first in the region to offer full estimating services to all insurers via photos.

CARSTAR Canada has announced expanded coverage in its Quebec network with the addition of the new CARSTAR La Tuque. The facility first opened three years ago, operating under the name Carrosserie Proshop of La Tuque. It is owned and operated by Isabelle Matte and Christian Dallaire. Dallaire has more than 25 years of experience as a painter and Matte has many years of experience in customer service. A statement from CARSTAR says CARSTAR La Tuque will be the first collision repair facility in the region to offer full estimating services to all insurers via photos. The owners say they were very impressed by the support offered by CARSTAR and are looking forward to joining the network. August 2017 collision Repair 75

Regional NEWS | Atlantic

Fix Auto expands in New Brunswick and PEI Fix Auto is welcoming two new locations to the Atlantic community: Fix Auto Fredericton and Fix Auto Charlottetown. Fix Auto Fredericton is owned and operated by Riverview Ford Lincoln. Dealer Principal Nick McCarthy says he saw an opportunity in a new development earlier this year and seized it, building a new facility visible from busy Highway 2. The new Fredericton location is 16,000 sq. ft. with 17 employees. It features all new equipment throughout the shop, including computerized measuring and welding systems. The facility, in association with the local Riverview Ford Lincoln dealership, is involved with several charity groups in the community. These groups include Habitat for Humanity and Women in Transition House. The shop and dealership also hold fundraising events to benefit local schools, giving over $100,000 back to the community in the last year alone. Fix Auto Charlottetown, formerly known as City Collision Services, is owned and operated by Paul Gaudet. “Fix Auto is recognized as a global company with a high set of standards for vehicle repairs, operations and marketing. The brand looks to deliver consistency from shop to shop,” said Gaudet. “Our facility always strives to provide the best customer experience with a very high standard of repair and ethics. This has contributed to our growth and becoming a partner with Fix Auto aligns with our high standards, which I believe will propel our growth even further.” Gaudet and his family have served their community for almost 45 years. He entered the autobody business after graduating from high school, joining his father and two brothers in June 1973. He purchased the shop from his father in 1988. Gaudet says his drive and sense of accomplishment come from seeing cars coming in completely wrecked and leaving fully restored. Fix Auto currently has 13 locations in the Atlantic region and expects to expand further this year.

CSN holds annual regional meeting in Fredericton CSN Collision Centres recently held its Atlantic regional meeting in Fredericton. This meeting covered many topics regarding CSN’s future, including discussion on insurance relations, marketing, current operations and the use of technology within CSN locations. These regional meetings offer the opportunity for franchise partners to meet their regional management team, giving a space to discuss the future of CSN with those working in it. Meetings such as these give a voice to those working on the frontline

From left: Nick Perry, Lynn Stewart, Dave Fairley and Brian Fox at an open house even to celebrate the opening of Fix Auto Fredericton.

The team at Fix Auto Charlottetown. Paul Gaudet, the owner, and his family has served the community for nearly 45 years.

this meeting to provide an opportunity for all to attend CCIF as well and show our support for collision industry events.” With roughly 35 attendees, there is certainly interest to keep the meetings running and growing. Speaking at the Atlantic regional me et ing were Jo e C ar va l ho f rom Economical Insurance, discussing insurance relations and AIA’s Andrew CSN’s regional meeting brought staff, owners and execs Shepherd giving a presentation on in the region together to discuss future initiatives. t he C ana d i an C ol l is i on Indust r y Accreditation Program (CCIAP). CSN’s operations of the company. Here employees own staff were also included, presenting at all levels can share comments, concerns on topics ranging from 2017 Goals and and ideas to keep CSN moving forward. Initiatives to an overall future vision of CSN. Manager of the Atlantic Canada region Moving forward, CSN is looking to Lianne Perissinotti Le Rue said, “It was a implement more training opportunities tremendous success! There was a great turn in future regional meetings. The next out from regional collision centre owners regional meetings across Canada will and managers. We chose Fredericton for be held this fall.

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Report on Training

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Canada Car Color modules increase in popularity

anada Car Color, based in Alberta, runs a regular series of training modules aimed toward customer success. The design of the modules was driven by a desire to help shop owners and technicians understand the fullest potential of their products. The initiative has proven to be very successful and attendance has grown substantially. As a Business Development Representative in Calgary for Cross Canada (then LKQ), Rick Boychuk developed the idea for training modules as a way to add value to client relationships. After noticing a lack of understanding regarding some of the products, Boychuk felt that more specific information sessions could fill in the gaps for owners, managers, and technicians. Gathering a reputation, the modules were then brought to Canada Car Color, where they were modified and brought to a wider client-base. On the success of the programs, Boychuk said “Picking the right topics and having keynote guest speakers who would be seen as experts in the topics we selected added a great deal of credibility to the seminars.”

At the popular “Health and Safety” seminar, for example, there was a guest speaker who was an Occupational Health and Safety officer that also had an active role in creating current legislation. The seminars frequently have three expert guest speakers to cover the topic on multiple levels. CARSTAR’s Scott Lavery has attended the seminars Representatives from Speedy Collision, CARSTAR, Fix Auto, Boyd Group since the beginning. Accord- and independent shops attending a Canada Car Color Training Module. ing to Lavery, the experts brought in to speak are the most appealing With topics chosen by popular demand aspects of the seminars. “Boychuk really and customer feedback, now may be a great took the bull by the horns and saw a need time to get involved with the seminars. Even to do it,” said Lavery. as the program expands and develops, Boy“These seminars seem to be filling a need, chuk emphasizes that they are maintaining and it’s obvious by the increased attendance their original winning formula, allowing of each seminar we’re on the right track,” students to know what to expect from one said Boychuk. After the success of particu- module to the next. larly popular modules such as “Health and Canada Car Color is planning to run Safety” and “Understanding Your Estimating seminars every three to four months. For and Management Systems,” there are plans more information, please visit Canada Car to expand the programs to other locations. Color’s website at canadacarcolor.ca.

Tropicana to host collision career fair Tropicana is best known in the collision repair industry for its work in getting youth and adults involved in collision repair with its Pre-Apprenticeship Program. The program prepares and introduces students to apprentice programs that could further their skills and experience. The career fair, taking place August 29, is just one of Tropicana’s many events geared to provide its clients with the skills necessary to move forward in their industry. This includes workshops on resume writing, creating a LinkedIn profile and mock interviewing. The career fair allows them to put these skills to use and interact Students and Program Coordinator Marc Tremblay (right) at the kickoff of the 2017 Tropicana program. The career fair takes place August 29. with businesses in their industry. This year, Tropicana is hoping to expand the fair to be even more enriching for the students. In addition to the career fair, “They helped us grow to where we are today,” said Tremblay. it is working to include a lunch and open house portion to the event. Providing more than funding alone, sponsors make the apprenticeship Vendors at the career fair will have the opportunity to hire a newly programs and access to materials possible. “We should be doing educated student as an apprentice. In this process, they gain a potential everything we can to get them in the industry,” said Andrew Shepherd, long-term hire with possible subsidies and tax credits for doing so. Executive Director of I-CAR Canada. “We’re giving back to the According to Marc Tremblay, Pre-Apprenticeship coordinator for industry in a way that benefits both sides.” Tropicana, “All graduates walk out with at least a placement.” In short, Tropicana delivers newly educated technicians into the Tropicana’s programs rely on the participation of sponsors to industry that might not have had the chance otherwise. achieve their success rate. For more information, please visit tropicanaemployment.ca. 78 collision Repair collisionrepairmag.com

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Report on Training

New I-CAR course to provide both hard and soft estimator skills I-CAR Canada has introduced a new seminar to their array of educational programs. The new course, titled “The Art and Science of Estimator Interactions,” is a four-hour live seminar focused on communicating with the customer, performing a thorough, accurate and well-documented estimate, and communicating with the insurer. The I-CAR course code is ES045L01. As much as the repair process relies on repair and refinish technicians, estimators may be the most important contributors to profitability. According to an official statement from I-CAR Canada, “The Art and Science of Estimator Interactions” looks at both the soft skills needed for the job, such as accuracy, human interaction, communication, listening and conflict resolution, as well the scientific, or hard, skills, including documentation, damage analysis, part pricing and working with the estimating system. A statement from I-CAR Canada says the course will be critical for every practicing estimator.

Automotive Management Institute offers discount program The Automotive Management Institute has announced a new Association Discount Program. It will provide members of participating industry repair associations with a 20 percent discount on AMi’s suite of online courses. To participate in the program, associations must meet annual donation and promotional requirements. According to an official statement, AMi President, Jeff Peevy. the program is designed to raise the AMi will provide members of awareness of what AMi has to offer a participating industry repair association with a 20 percent repair businesses, as well as reduce discount on online courses. the cost to train management and administrative staff. “We know the value training customer-facing administrative and management staff has on a repair operation and want to increase the industry’s awareness of it,” said AMi President Jeff Peevy, “In many cases administrative staff training is overlooked and yet it has a substantial impact on customer satisfaction and gained operational efficiencies.”

The new course, “The Art and Science of Estimator Interactions,” is a four-hour live seminar.

Digging into power requirements for welding The Society of Collision Repair Specialists (SCRS) has released the first of three new SCRS Education Committee video discussions on the topic of MIG/MAG welding. The videos are free to access and easily The SCRS has produced three new Education available on YouTube. Committee videos. The first in the series focuses The first video in on equipment and power considerations. the series focuses on equipment and power considerations in your collision repair facility. Andy Dingman of Dingman’s Collision Center, Michael Bradshaw of K&M Collision, Toby Chess of Kent Automotive and Dave Gruskos of Reliable Automotive Equipment sit down together at the SEMA Garage to discuss MIG/MAG welding considerations as they relate to equipment, facility, procedures, training and protective measures. To access these videos, please visit the SCRS YouTube channel at youtube.com/user/SCRSCollision/feed.

Registrations open for Innovations in Apprenticeship workshop The Canadian Apprenticeship Forum is hosting a two-day workshop on the future of apprenticeships, taking place October 26 and 27 at the Delta Ottawa City Centre. The workshop, titled “Innovations in Apprenticeship: does technology support learning and inclusion?” will teach attendees about alternate delivery options for apprenticeship technical training, including information on how new apprenticeship training approaches are aiding in accommodating under-represented groups.

In particular, the workshop will outline how apprenticeship training is adapting to technology trends and calls for diversity, while continuing to develop the skills of highly-skilled tradespeople. Topics include creating accessible training for Indigenous people, online learning, women in the trades and a CAF-FCA Research Summary on technology, learning and inclusion. Attendees will also enjoy breakfast and lunch on both days. For more information, please visit caf-fca.org. August 2017 collision Repair 79

Make sure you find the right fit.

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Happiness And High Performance WEINS Canada’s and Don Valley North Collision Repair Centre’s philosophy means they go hand in hand

“I

f the company does well, you do well.” These are the words that Wayne Faria, Body Shop Operations Manager at Don Valley North Collision Repair Centre often tells his employees. It is a commonly used phrase at Don Valley North Collision Repair Centre, and strongly indicates the undeniably team-oriented culture. Don Valley North Collision Repair Centre is affiliated with the WEINS Canada group of dealerships. The same philosophy is found throughout WEINS Canada: Your successes are the team’s successes, and the team’s successes are yours. It has fostered wonderfully passionate and happy teams who take great pride in their work throughout WEINS Canada’s locations. Don Valley North Collision Repair Centre and WEINS Canada are committed to investing in their employee’s professional and personal development. “When we bring someone on board, we tell them that if you invest in us, through your pride and commitment, then we will invest in you with training, certification and professional growth,” said Faria. The staff at Don Valley North Collision Repair Centre know that what they do every day is valuable and important. “We don’t treat the staff here as our employees,” said Faria. “We treat them as equal co-workers.” Faria, along with the rest of the management team, underline that each and every member of their team is important to the company as a whole, which adds to employee satisfaction and the team-oriented nature of their workplace.

“Full-time employees spend more time at work than they do with their own families. If you’re spending that much time at work, you should be happy at work,” said Faria when asked why he cared so much about employee happiness. But there are economic reasons for this too. When a business invests in their technicians, there is a good chance it will deliver a powerful return of investment. “Constantly investing in technology and training for certified technicians will

improve efficiency, customer safety, and quality of work,” said Faria. “Customer satisfaction and employee happiness are directly related. With happy employees comes high customer satisfaction.” It must be employee happiness that has led to Don Valley North Collision Repair Centre attaining the lowest staff turnover rate of any division in the company, with high employment longevity. Many of their staff members have been employed with the Centre for over 20 years, and some for as long 40 years. Promoting from within, and allowing staff the opportunity to work their way up the ladder, is largely responsible for this.

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It’s hard to measure happiness, but productivity speaks for itself. PPG considers any shop that generate $18,000 per bay (including detail, estimating and teardown bays), per month, to be in the top 10 percent. Don Valley North Collision Centre typically does about $28,000 per bay, per month. It’s easy to see the impact employee happiness has on the bottom line. Faria knows from experience that forming good partnerships and collaboration with companies they do business with is invaluable, and WEINS Canada and Don Valley North Collision Repair Centre could not have gotten to where they are today without strong partnerships like PPG and the MVP Program, or without Jeff Murphy and the FinishMaster team helping with ideas and better processes along the way. “We noticed our process was slower than we would like and we wanted to generate more throughput,” said Faria. That’s when they teamed up with Jeff Murphy, then of PPG, who helped streamline their processes and products. “Since working with Jeff and his team, we’ve gone from completing approximately 12 cars a day to 18 plus,” said Faria. He added that having quality partnerships gives your businesses the opportunity to learn from, and bounce ideas off other people, something from which absolutely everyone can benefit. Partnerships, collaboration and teamwork is what makes a business strong. With a happy and passionate team, WEINS Canada is paving its way to the future, with Don Valley North Collision Repair Centre as a shining example of its accomplishments.

NEWS

Insurers get scoop on Toyota scanning

Toyota Canada hosted a large group of top-level claims professionals at its manufacturing facility in Cambridge, Ontario. The intent was to highlight the importance of scanning, calibration and OEM repair procedures.

Scanning, calibration and strict adherence to OEM procedures are of extreme importance to modern collision repair processes, but the message is still making its way from the OEMs to the insurance industry. An event hosted by Toyota Canada at Toyota Motor Manufacturing Canada (TMMC) in Cambridge, Ontario helped to close the information gap. “We need to start having those discussions with our insurance partners,” said Paul Stella, Collision Repair and Refinish Manager for Toyota Canada, at a similar event held for repairers at Centennial College in late 2016. The nature of this event, and the large number of claims professionals in attendance, show that the discussions are well underway. “The goal of this event was to help our insurance partners understand how we build vehicles, how they’re repaired with Toyota Recommended Repair Procedures and why scanning and calibration are so important in the collision repair process,” said Stella in an interview with Collision Repair magazine. The insurers in attendance were treated to a presentation from Stella, outlining the safety features included in modern Toyota and Lexus vehicles, such as blind spot monitors, lane keeping assist and other advanced driver assistance systems that Toyota calls “Toyota Safety Sense” or “Lexus Safety System+.” Stella noted during his presentation that care needs to be taken during the collision repair process to ensure these systems are functioning as they did when they left the manufacturing plant. Insurers also received a presentation from an Engineer from TMMC, who demonstrated this process during the manufacturing stage. Warren Bennett is the Manager, Claims 82 collision Repair collisionrepairmag.com

Commercial Partnerships, at Desjardins General Insurance Group, and one of the claims professionals who attended the event. “Toyota was very forthcoming in trying to outline what some of those issues are, and they seem very dedicated to explaining the reasoning behind those OEM directives,” he said. “They also had one of their engineers speak about the OEM repair procedures and the reasoning behind them, in particular to do with scanning and ‘intelligent’ systems.” “Even something as seemingly simple as disconnecting the battery means that a lot of systems need to be calibrated,” said Stella. “This is something that both insurers and repairers need to know.” Stella also brought up another procedure that may seem simple, but can have detrimental effects if not done correctly. “Replacing the windshield with a new one without calibrating the camera mounted to the windshield (if equipped) means the camera may not function as it was intended,” said Stella. These cameras are a vital piece of the car’s accident avoidance systems. An uncalibrated camera may give the driver a false or incorrect warning once the car is back on the road. “We don’t build vehicles like we did 10 years ago, and we don’t fix vehicles like we did 10 years ago,” said Stella. “Collision repair centres need to research OEM repair procedures so they have the correct, current repair instructions and precautions on how to properly fix the vehicle.” The event included a tour of Toyota’s manufacturing plant in Cambridge, Ontario so insurers could see the vehicles being assembled in Canada by Canadians at Toyota’s award winning plant. For more information on tours of the plant, please visit tmmc.ca/en/plants/plant-tours. —by Mike Davey

NEWS

Mitchell and Bosch announce collaboration on Mitchell Diagnostics System Jack Rozint, Vice President of Sales and Service at Mitchell International, saw a significant challenge rising out of today’s quickly developing and increasingly complex vehicles. “One of the key tools in fixing these complex vehicles is diagnostic scanning, but there is not a reliable diagnostic solution for the collision industry today that supports a range of vehicle brands and models,” said Rozint. “The OEM scan tools available are limited to their own brand data and are expensive, making them cost prohibitive for repairers that fix multiple makes and models. On top of that, there is no diagnostic tool that supports the collision repair claims process. The data from the diagnostic scan is difficult to understand, there are no standard methods for repair facilities to integrate scanning into their workflows and systems and there is no standard for file documentation related to diagnostics that meets the needs of repairers and carriers. Repair shops need a tool that delivers data in an easy-to-understand way that can be seamlessly integrated into the collision repair workflow.” Mitchell collaborated with Bosch to work out a solution to these problems.

Jack Rozint of Mitchell.

“We researched a wide variety of scan tools on the market and found that the Bosch scan tools provide best-in-class coverage and modern technology, and are backed by great service and support,” said Rozint. “In addition, Bosch scan tools have a combination of features that provide outstanding capabilities for collision repairers, including a tool that can do Electronic Control Unit reprogramming, as well as optional accessories, such as a target system for recalibrating Advanced Driver Assistance Systems and a Tire Pressure Monitoring System kit. We are excited to partner with Bosch given its leadership and expertise in this market.” The Mitchell Diagnostics System validates

that the VIN on the scan report matches the VIN on the vehicle from which data is pulled. This scan report can then be used to support billing and offers both carriers and repairers a record showing that the vehicle had a clean scan at the completion of the collision repair process. “Working with Mitchell will integrate our scan tool directly into the workflow applications used by collision repairers and insurance carriers, which will assist in the diagnostic portion of collision repairs,” said Stefan Schmitt, Vice President of Engineering and Product Area Diagnostics at Bosch Automotive Service Solutions. The system may be used to add scan reports to any of the industry’s major estimating, collision repair management and claims processing systems. These scan reports can be saved as PDF documents and dropped into a folder used for vehicle damage images by the user of the Mitchell Diagnostics System. A statement from Mitchell says that customers who utilize Mitchell Estimating advanced estimating system and RepairCenter shop management software will benefit from enhanced integration capabilities.

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NEWS

Parkdale Community Food Bank offers autobody students a helping hand CSN-Martino’s Brothers Collision, Discount Car and Truck Rentals and Parkdale Community Food Bank have partnered to assist autobody students in the Tropicana Autobody Pre-Apprenticeship program that require food and other household items. The idea came about from a conversation between Marc Tremblay of Tropicana and Jack Martino from CSN-Martino Brothers. Martino has been the Executive Director and Chair of the Parkdale Community Foodbank for the last 10 years. “Many of our students don’t make it full term with our program, largely due to financial reasons,” says Tremblay. “Quite often these students have worked to support dependents and themselves before they join the collision repair program. As we know, the two biggest expenses are rent and food.” Tremblay and Martino soon devised a plan to deliver food to the homes of students that required this extra help, receiving enough food and snacks for three days, infant supplies such as diapers and baby food if needed, and household supplies such as cleaning materials. The delivery to these students is being done by Discount Car and Truck Rentals. The packages are prepared at Parkdale Community Food Bank every Saturday morning, then picked up by a Discount representative and delivered directly to the students’ homes. Shane Lala from Discount Car and Truck Rentals was instrumental in helping with deliveries. “Discount Car and Truck Rentals feels that these students are part of the collision industry,” says Lala. “If what we are doing can assist a student to fully complete their school term, then we’re happy to help.”

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Parkdale Community Foodbank is helping out some of Tropicana’s autobody students with regular food deliveries. Jack Martino, centre, is the co-owner of CSN-Martino Brothers Collision and Executive Director of the food bank.

The Parkdale Community Food Bank is one of the largest food banks in the country, accommodating up to 3,000 servings a month. “I know that the work done at Parkdale changes lives for the better,” Martino says. “Our food bank not only helps feed the Parkdale and surrounding areas, we are also a safe haven and a destination for employment opportunities, medical information, tax filing and advice, clothing and household needs and friendship.” Like all food banks across Canada, the Parkdale Community Food Bank is dependent on donations. It is located at 1499 Queen St. W. in Toronto. For more information on how you can help, please call Jack Martino directly at 416-763-5211 for donations, food drives or to share great ideas.

NEWS

Fix Auto USA will fight to keep name; Fix Auto wants rights After enormous success with its expansions into China and Australia, Fix Auto is eyeing a market a little closer to home: the US. The US trademark rights were licensed to a third party in 1997. Steve Leal, President of Fix Auto World, has formally announced plans to regain those trademark rights and to directly enter the US market before the end of 2017. “By regaining the rights to our trademark, we are asserting our commitment to the US market,” said Leal. “We look forward to growing the Fix Auto brand in the US by directly pursuing aggressive new strategies that leverage our global track record of elevating the brand and developing insurance channels.” It wasn’t long ago that Fix Auto’s operations in Canada were divided up into regional companies. Leal joined Fix Auto as a facility owner in the Cambridge, Ontario, market in 2006. He acquired Fix Auto Ontario in 2008, followed by the acquisition of Fix

Fix Auto USA President and COO Paul Gange was to quick to respond and has vowed to fight the legal challenge to take the name back. “They just want to steal what we’ve built,” Gange was quoted as saying by our US-based content partner, Repairer Driven News. Gange was also quoted as saying, “Fix Auto USA’s 116 locations had been notified of the dispute and ‘we stand united.’” This is a story that will likely continue to unfold in the months to come. Keep an eye on collisionrepairmag.com for updates.

Steve Leal, President of Fix Auto World.

Paul Ganges, President of Fix Auto USA. Ganges has stated Fix Auto USA intends to fight to keep the rights to the Fix Auto name in the US.

Auto Atlantic in 2010. The operations of Fix Auto Alberta were purchased in 2011, and Leal became President of the new Fix Auto Canada in 2012. Fix Auto has had shops in markets outside of Canada for years, including in the UK and Turkey, and has recently expanded the network into China and Australia. The organization has also formed a new company, Fix Auto World, to manage its global network. Leal foresees more growth from expanding operations in the US.“We see the potential for growth in the US automotive aftermarket space and we look forward to building on the momentum we’ve gained around the world.” said Leal. “The role of a master franchisor is to create value for its members; by aligning our global operations under one strong franchising model, we are better equipped to provide our members with the tools and support they need to evolve with the industry.” August 2017 collision Repair 85

Bartlett’s Towing encounters strange tow Bartlett’s Towing is known for taking the towing business to unusual and unexpected places. The North Bay company has, along with the usual towing jobs, worked to help with traffic control, environmental cleanup and ice and lake recovery. Despite the unusual jobs Bartlett Towing takes on, one thing is for sure: things can get much, much stranger. This is exactly what happened to owner Larry Bartlett and his tow team, when Redpath Mining called on the company to lend a hand with moving a wonderfully mysterious ancient cannon, which had been sitting in front of the Redpath Mining office for the last 25 years. But where did it come from? In the 1700s, a ship was on route from China to England, transporting the cannon, along with more than 100,000 pieces of fine Chinese porcelain. The ship never made it to England, sinking in the South China Sea. In the late 1900s, the boat and its contents were finally discovered, and the cannon found its way to Redpath Mining in North Bay. The company recently decided to donate it to a local art gallery. This is where Bartlett Towing comes in. Bartlett was asked to transport this fragile piece of history. Of course, its extreme age, and rarity demanded a very particular and careful manner of treatment. “We had to be careful to avoid damage, because it was such a delicate object. We removed the cannon from its case, which was extremely old. It was rotting and missing a wheel,” said Sarah Harwood, Bartlett Towing’s Office Administrator, in an interview with Canadian Towing & Recovery. “We protected the cannon with a wrap, and carefully strapped it down before taking it out on the road.” It wasn’t easy. “It took about two hours to load the cannon and secure it for delivery,” said Larry Bartlett. He added that it was the most unusual item they have ever had to deliver, in all their 30 years of business.—By Erin McLaughlin

Redpath Mining called Bartlett Towing to transport a cannon that is centuries old. Originating all the way from China, this cannon sunk along with the ship transporting it in the 1700s. Redpath Mining called North Bay's Bartlett Towing to transport a centuries-old cannon recovered from a wrecked ship.

Have a story about a strange or unusual tow? Share it with us at editor@collisionrepairmag.com!

Roadside assisstance app, Urgent.ly, brings on-demand service Since 2013, the roadside assistance service Urgent.ly has been making its way into the towing industry. It’s currently used by over 200,000 people. Urgent.ly brings on-demand service to roadside assistance. Users can use a variety of internet connected devices to send out a service request, which will reach out to nearby roadside assistance providers and connect the user with one that is available. Using GPS, Urgent.ly then provides the user with a realtime tracker of their service vehicle and even gives them an estimate of the cost. After the service is complete, the towing company is automatically paid through the app. No membership fees are required to use the service. The app also offers family members and fleet managers peace of mind. The FamilyView feature notifies family of service request. If a family member has the app, they will also receive the information about the job so they can keep track of the process.

It’s also of benefit for business, as businesses with multiple vehicles can use the FamilyView feature to keep track of the employee network in the case of an accident. Those involved do not have to stress over payment; it can be covered automatically by the employer or family member. “The growth is quite exciting,” said North American Service Director, Bill Maddox. “With new technology constantly evolving, we came at the right time when there was room for disruption in the industry.” Since April, Urgent.ly has had a call centre based out of Toronto. According to Maddox, “While actively pursuing business in Canada, we understood we needed to actually establish a base of operations in Canada.” Although it is not yet widely present in this country, Urgent.ly hopes to expand its provider network as it becomes more widely known. For more information on Urgent.ly, please visit geturgently.com. —By Josh White august August 2013 2017 collision Repair 87

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Recycling News....................89 - 95

ARAAC wraps successful meeting in St-John’s

The most recent meeting of the Automotive Recyclers Association of Atlantic Canada brought together recycling professionals for four provinces.

The Automotive Recyclers Association of Atlantic Canada (ARAAC) held its annual meeting in St-John’s, Newfoundland, this year, where good cheer and weather helped create a memorable experience for all attendees. As always, the event balanced entertainment, business and learning in order to make things personal as well as enjoyable. This year’s meeting was attended by 55 people altogether, which is a great turnout for the event. Overall, the meeting was filled with innovative solutions as well as a unique learning opportunity with a field trip to a local auto recycling facility. Canadian Auto Recyclers reached out to Steve Fletcher, Executive Director at Ontario Automotive Recyclers Association/Automotive

Recyclers of Canada, for further details and inputs on the meeting’s proceedings. The meeting began smoothly as the Board of Directors met to plot the course of the association. During the annual meeting, Andrew MacDonald from Maritime Auto Parts and Dalbert Livingstone from Island Auto Parts were re-elected to their respective positions within the association of President and Vice President. Next, the members reviewed the financials of the association, heard committee reports and discussed the confidential portions of the agenda. One noteworthy decision was the creation of an ARAAC Employee Bursary Program. This program will provide a bursary for the post-secondary education of the children of ARAAC Direct Members.

Federal government reveals proposed asbestos regs The federal government has pledged to ban asbestos and asbestos-containing products by 2018. The comprehensive ban will include new regulations that prohibit the manufacture, use, import and export of asbestos, and establish new federal workplace health and safety rules that will drastically limit the risk of people coming into contact with asbestos on the job. While no OEM currently uses asbestos brake pads, for example, automotive recyclers are at risk of coming into contact with the substance while disassembling some vehicles. As well, some overseas aftermarket manufacturers continue to use the material. A proposed regulatory framework to prohibit all future activities respecting asbestos and products containing asbestos has recently been released. Industry stakeholders are asked to comment on the proposed regulations. The public had until June 4, 2017 to comment on the proposed regulatory approach. Comments will contribute to the further development and refinement of the proposed regulatory approach.

No OEM currently uses asbestos brake pads. However, some overseas aftermarket manufacturer still use the material. August 2017 collision Repair 89

features

Steve Fletcher of Automotive Recyclers of Canada (ARC) provided an in-depth review of ARC’s national programs. Derek and Jonathan Covey of Covey’s Auto Recyclers, located in Blandford, Nova Scotia. Covey is a regular attendee at ARAAC meetings.

The group was then joined by the ARAAC Associate Members and vendors for the rest of the program. Each Associate had an opportunity to address the crowd with an update on their activity in Atlantic Canada. This dialogue-driven portion of the meeting was extremely beneficial as it allowed for personal inputs from each associate. “These dialogue portions give the event the

Bob Vanleeuwen from ELV Select and distributor for SEDA. This year’s ARAAC meeting included a vendor showcase.

personal touch it needs in order to make the next events even bigger,” said Fletcher. Indeed the focus is to get more people to attend the annual meeting and involve everyone in the discussions. This is made easier when attendees are given the chance to provide their input in a personal way. Next came the education sessions with seminars and updates meant to help members navigate the fluctuating world of the auto recycling industry. These seminars included updates from Power-DB by Philippe Clermont of SolexD, Monidex Distribution by Sal Poletta, Car-Part by Luke Gamm as well as notes from the Automotive Recyclers Association (ARA) by Dalbert Livingstone. Seminars also featured exciting new initiatives such as Hollander’s upcoming launch of Powerlink 3.0, which is a comprehensive system that helps manage inventory, orders and operations specifically for automotive recycling facilities, presented by Marc Morin and Jonathon Wells. The formal portion of the meeting was then wrapped up with an update on the ARAAC strategic planning process, started

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Dalbert Livingstone of Island Auto Supply provided an update on Automotive Recycler Association (ARA) activities. Livingstone currently sits on the board of ARA as Secretary.

in 2016, along with a lively open mic session on the Top 5 Challenges and Opportunities facing auto recyclers. This was yet another great way to get everyone involved on a more personal level. The next potion of the meeting was especially interesting as the entire group was taken out to Vatcher’s Auto Parts, a local auto recycling facility, for tours and a reception. The 15-acre yard was tidy and well laid out. This was an exciting opportunity, said Fletcher as “Members thoroughly enjoy visiting their fellow auto recyclers with many claiming that they learn something every time they make a visit. Auto recyclers are somewhat unique in that they welcome visits from other auto recyclers. It is this sharing that allows the industry to grow, prosper and learn.” This field trip concluded the events of the meeting as everyone was brought back to the hotel. Many extended their stay in order to take in the beautiful landscapes of Newfoundland. The personal touch brought forth by discussion panels predict an even bigger turnout for next year’s meeting, which will be held in Halifax, Nova Scotia from June 8 to 10, 2018.

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UK industry adds to voices calling for tighter regulations on end-of-life vehicles

Under the EU’s End of Life Vehicles (ELV) Directive, cars and vans weighing up to 3.5 tonnes must be disposed of in an environmentally responsible way.

After claiming that many cars have been recycled through non-compliant routes, the car industry in the United Kingdom has called upon the government to enforce regulations around the recycling of end-of-life vehicles (ELVs). This is an issue that impacts recycling operations globally, not just those in the UK. Automotive recyclers depend on quality salvage to keep up the flow of quality used parts available to repairers. Canadian Auto Recyclers magazine spoke to Steve Fletcher, Managing Director for the Automotive Recyclers of Canada (ARC) to get some comments on the Canadian situation for ELVs. “We do have some regulations on ELVs in Canada, although regulations vary with a country as large as our is,” said Fletcher. “As a nation, much of Canada’s environmental regulations default to the provinces. The automotive recycling situations can vary quite a bit from Prince Edward Island to British Columbia. As an organization, we aim to meet with environmental ministries and departments in order to educate them on ELV recycling matters regulations as much as possible and advocate where modernization or compliance is required, as well as enforcement where the appropriate standards are in place.”

The Society of Motor Manufacturers and Traders (SMMT) issued the call in its 2017 Sustainability Report, published during the organization’s International Automotive Summit that took place in London. Under the EU’s End of Life Vehicles (ELV) Directive, cars and vans weighing up to 3.5 tonnes must be disposed of in an environmentally responsible way when they reach the end of life, with the process paid for by the manufacturers of the vehicles through schemes such as CarTakeBack. Vehicles entering scrap yards, which are unlicensed under the ELV regulations, are issued a certificate of destruction (CoD), a legal document proving that a vehicle has been scrapped. The SMMT has claimed that there is a large percentage of ELVs for which CoDs are not being issued. To address this issue, the SMMT stated, “the industry has entered into discussions with the Department for Environment, Food and Rural Affairs (Defra) and the Driver and Vehicle Licensing Agency (DVLA) to try and eliminate alternative ways of scrapping an ELV other than via a CoD, and would welcome further government effort to expedite this matter.”

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ARPAC launches Participation 3RV ARPAC, Quebec’s auto recycling association and a member of the Automotive Recyclers of Canada (ARC), has announced Participation 3RV, a new initiative designed to aid in supporting the ongoing investments required to reduce the environmental footprint of end-of-life vehicles. The initiative takes the form of a small surcharge added to all invoices at the association’s 34 member facilities. The charges are listed as 3RV (Reduction at Source, Reuse and Recycling of end-oflife vehicles). The fees will never rise beyond a certain level, regardless of the total cost of the parts order. The charge is 10 percent of the total invoice, up to a maximum of $5. For example, if the total bill is $15, the 3RV charge is $1.50. If the invoice is $200, the 3RV participation is $5. Parts orders more expensive than this would still only pay $5. For 45 years, ARPAC members have invested in environmental protection. In doing so they positively contribute to improving our planet’s health and thus their most valuable asset, the land on which their business stands. “Buying a green piece is an ecological as well as economical gesture”, stated Simon Matte, CEO of ARPAC. For a list of ARPAC members, please visit arpac.org.

Simon Matte, President of ARPAC.

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Registration opens for 74th Annual ARA Convention and Exposition Registration is now open for the 74th Annual ARA Convention and Exposition taking place November 1 to 4, 2017 in Dallas, Texas. A statement from ARA says this year’s event is expected to draw auto recyclers and vendors from around the world. The Automotive Recyclers of Canada is affiliated with ARA, and a number of Canadians have held positions on the board. Currently, both David Gold of Standard Auto Wreckers and Dalbert Livingstone of Island Auto Supply serve as board members. Last year’s convention featured featured 24 speakers, including two keynotes: Tanvir Arfi of Solera and Joe Pickard of the Institute of Scrap Recycling Industries (ISRI). Arfi pointed to how today’s vehicles are essentially rolling personal computers, and how success for automotive recyclers will rely on embracing the technological revolution to connect with new buyers and deepen existing relationships. Pickard drew on his experience with ISRI to provide an overview of the key factors impacting the commodity and recycling markets, including demand drivers for scrap and pricing trends. Highlights of the 74th Annual Convention will include an opening day Recyclers’ Roundtable on “Tackling the Tough Issues,” 20-plus

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Cutting the ribbon to officially open the ARA Convention and Exposition in 2016. The 2017 event will feature more than 20 educational sessions and over 100 exhibitors.

educational sessions with industry experts, two keynote sessions, representation from over 100 exhibitors and vendors, updates from ARA Committees, the Ladies of Automotive Recyclers Association (LARA) Breakfast and the AAA Texas 500 NASCAR Race at Texas Motor Speedway. Early bird pricing is in effect until September 22, 2017. Registration is available at araexpo.org.

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Can Takata airbags be re-used? The Automotive Recyclers Associafour manufacturers indicate “that tion (ARA) has released a statement cost considerations influenced auregarding the recent spate of media tomakers’ decision to adopt Takata’s coverage concerning the defective airbags in the early 2000s despite Takata airbags. safety concerns.” A number of news outlets have aired It is important for consumers to reports regarding the reuse of non-deprocure replacement parts from ployed original equipment manufacreputable businesses. Professional turer (OEM) airbags. automotive recycling businesses are ARA would like to address the misaware of the dangers of defective representations about the utilization of By now, everyone in the industry and most of the general public knows Takata airbags and all requirements recycled, non-deployed OEM airbags that Takata airbags have potentially deadly problems stemming from prohibiting the sale of non-remedied contained in these newscasts as well as their inflators. However, this does not necessarily mean the airbag itself, recalled automotive parts. highlight aspects of the issue that have if undeployed, cannot be re-used. ARA strongly supports the rebeen ignored by many mainstream use of non-deployed OEM airbags, media outlets. which have met industry standards, and Takata invented an airbag inflator techIt is also important to note that the US believes that those evaluated, recycled airnology that reportedly gave it a cost ad- Department of Justice has opened a crim- bag components are a safe, economically vantage over its competitors in the airbag inal investigation and stated that four auto smart repair option to restore vehicles to market, but the company’s own labs found manufacturers knew of the defect “for their pre-accident condition. Research and that the airbag propellant could go off acci- years.” Lawyers for the victims filed a civil years of experience have proven replacement dentally in hot, high-humidity conditions, suit in Florida in February 2017, stating airbags to be a safe option, according to a turning the inflator into “shrapnel.” that emails and internal documents from statement from ARA.

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Impact Auto Auctions launches mobile app for on-the-go searching and bidding Impact Auto Auctions, a subsidiary of Insurance Auto Auctions (IAA) and a business unit of KAR Auction Services, recently announced the launch of its Impact AuctionNow mobile app, a proprietary multi-platform auction technology that enables buyers from across Canada and the world to access thousands of vehicles weekly to place bids both live and online. The mobile app is available for iPhone, Android and tablet users. “Impact Auto Auctions is committed to continuously improving and simplifying the bidding experience,” said Terry Daniels, Managing Director of Impact Auto Auctions. “The AuctionNow mobile app allows bidders the ability to search and source specific vehicles with both speed and precision. This ultimately provides app users greater access, allowing them to bid from anywhere with confidence and convenience. Customer interest and response has been positive. The number of downloads has by far exceeded our expectations within the first 90 days of launch.” AuctionNow gives users the opportunity to search for and view comprehensive vehicle information, including up to 10 detailed images, as well as vehicle damage estimate reports. App users can also participate in auctions in real-time, which are simulcast live with audio and video, as well as monitor continuous bidding and inventory announcements.

The AuctionNow app can be downloaded for free through the Apple App Store or, for Android, on Google Play. Impact Auto Auctions is providing free guest access to anyone interested in testing out the new app. To begin using the app, users should first

register as a guest online at impactauto. ca/Account/Register to enable search, browse and auction view only access. To bid and purchase vehicles, buyers are required to complete and submit the appropriate online dealer, non-dealer or public registration form.

Impact Auto Auctions says its new mobile app allows recyclers to bid on salvage vehicles from any location. 95 collision Repair collisionrepairmag.com

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Recycling

Circulareconomy What goes around, comes around, and benefits us all

By David Gold

he evolution of the circular economy, which dates back to the 1970s, is now a driving force for one of the fastest growing global economic trends. The basic tenet of a circular economy framework is to recover all products, components and materials at their highest utility and value. This philosophy rejects the old linear model of “take, make, waste” and instead favours quality products and materials that can be reutilized rather than simply disposed of in a landfill.

do not support the reuse of OEM parts in motor vehicle service and repair. Despite touting commitments to the basic tenets of a circular economy, it seems many of the OEMs now oppose the fundamental reutilization of their company’s very own parts once they have left a dealership. There are vast opportunities to embrace parts reuse and circular economy principles. In a 2016 document “Automotive’s latest model: Redefining competitiveness through the circular economy”, the global professional

MANY MANUFACTURERS STILL SEEM TO BE ALLERGIC TO RECYCLING. NOT EVERY OEM THINKS THE SAME WAY.

In the automotive industry, there is potential for significant new revenue streams if original equipment manufacturers (OEMs) truly embrace circular economy concepts. Recycling associations have argued this point to the OEMs and other industry stakeholders for quite some time. Regrettably, almost every automotive manufactuer has chosen to put blinders on and disregard the purest form of circular economy philosophy by rejecting the reuse of the quality OEM parts they themselves produced. In recent years, auto manufacturers have chosen to release or revise position statements on recycled and salvage OEM parts. These attacks on recycled parts significantly backtrack on the manufacturers’ economic stewardship commitments to conserve resources and protect the global environment, and contradicts many of their publicly stated environmental principles. I believe automotive manufacturers need to abandon their anti-circular economy positions on the utilization of recycled OEM parts. It is unacceptable for these manufacturers to claim a leadership role in the circular economy movement while having corporate positions that 96 collision Repair collisionrepairmag.com

services company Accenture indicated that “potential revenue of selected circular economy business models for automotive companies could more than double by 2030, growing by $400 to 600 billion.” Many manufacturers still seem to be allerige to recycling. Not every OEM thinks the same way, however. France’s Renault, for example, has developed a network capable of supporting closed loop recycling. Instead of planning for disposal at the end of their product’s life, Renault strategizes to reuse, repair or re-manufacture. The last generation and next generation are part of the same circular production process. Renault thinks of “waste” products as a resource. It remains to be seen if other OEMs will follow suit and reap the benefits that will surely flow. David Gold of Standard Auto Wreckers is a founding member of Fenix Parts and holds the title of President for Canadian Operations. Locations in Canada include Toronto, Port Hope and Ottawa. He can be reached at 416-286-8686.

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3D Canada......................................69 3M..................................................... 4 AADCO Auto...................................90

inAccord Expect ever more UHSS and AHSS in future cars

AkzoNobel........................................ 7 ARSLAN .........................................50 Assured Automotive....................... 12 Auto Quip Canada............................ 8 Automotive Recyclers....................95 Axalta............................................100 BASF............................................... 71 Canadian Hail Repair..................... 17 Car-O-Liner.....................................54 Car-Part.com.................................. 97 Carcone’s Auto Recycling..............93 Cardinal Couriers........................... 74 CARSTAR Canada.......................... 67 Color Compass.............................. 57 Collision Recyclers......................... 13 Collision Solutions Network........... 31 D&E Distributers............................. 75 Dominion Sure Seal........................58 FBS Distribution.............................83 Filco................................................. 11 Finish Master Canada.................... 81 Finixa...............................................63 Fix Auto Canada.............................40 Formula Honda............................... 28 Garmat............................................85 Global Finishing Solutions.......44, 45 Impact Auto....................................88 Island Clean Air.............................. 15 Kia Canada.....................................32 Martech...........................................82 Mitchell................................25, 26, 27 Monidex.......................................... 61 Pffaf Automotive.............................35 Polyvance.......................................53 PPG................................................2,3 Pro Spot International....................77 Royal Auto Collision....................... 72 SATA Canada..................................64 Sherwin-Williams............................68 Spanesi Americas.......................... 18 Stark Auto Sales.............................86 Steck Manufacturing...................... 73 Thorold Auto Parts.........................94 Tiger Auto Parts................................ 9 Toyota................................. 47, 48, 49 UAP................................................. 70 Valspar Refinish..............................99 Wurth Canada................................84

98 collision Repair collisionrepairmag.com

By Mike Davey

here may still be people in the industry who think the old methods will do, but one look at the specifications of the 10th-generation Accord on sale this fall should change their minds. The vehicle’s design isn’t hugely radical, but you can think of it as indicator of things to come. The new Accord features a lighter and more rigid body structure, thanks in part to its 29 percent ultra-high-strength steel (UHSS) construction. This is the most extensive application of UHSS in any current mass-produced Honda. In total, the new Accord employs 54.2 percent high strength steel (HSS). The Accord isn’t a particularly highend vehicle. This is simply what we can expect to see rolling off the mass-market OEM assembly lines. A statement from Honda regarding the new Accord’s construction notes that the HSS used is “above 440 MPa.” However, John Huetter, writing for our US-based content partner Repairer Driven News, notes that “Other next-generation Hondas jump from 440-megapascal steel to 590 MPa steel … we’d expect the Accord to do so as well.” The World Steel Association typically defines AHSS as having yield strength levels in excess of 550 MPa, with the UHSS designation reserved for steels with tensile strengths exceeding 780 MPa. It seems likely that Huetter’s surmise about the strength ratings is on target. The relative steel strengths radically impact the repair process, as Huetter notes: “Cross into 590 MPa, and repair procedures start dramatically changing on Hondas. Parts become replace-only, unsectionable except in certain areas, and increasingly unable to tolerate heat. Welding faces greater restrictions, and

starting at 590 MPa steel, Honda also demands increasingly stronger MAG welding wire … the OEM also recommends using solely 980 MPa welding wire for all of those steel grades, all the way down to the 270 MPa mild steel.” The new vehicle also features the first application of structural adhesives in an Accord, resulting in increased rigidity and weight reduction. Other key body features include the latest generation of Honda’s Advanced Compatibility Engineering (ACE) body structure with crash stroke front frame and tailor-tempered rear frame members for improved energy absorption. According to Honda, the redesigned body of the 2018 Accord leads to improvements in body torsional and bending rigidity of 32 and 24 percent, respectively, over the previous generation. The amount of AHSS and UHSS alone means the old techniques just won’t fly. However, progressive repairers know that there’s much more to it. For 2018, all Accords will feature the full suite of Honda Sensing safety and driver-assistive technologies as standard equipment. Dealing with these systems properly means pre-and post-repair scans and performing the required calibrations. Anything less opens you up to potentially catastrophic liability. The collision industry as a whole excels at adapting to change, and the brand new quickly becomes old hat. Give it five years, and new technicians will wonder how you ever managed to repair a car without scanning. Mike Davey is the editor of Collision Repair magazine. He can be reached at 905-5490454 or via email at editor@ collisionrepairmag.com.