Collision Repair 10#6 by Media Matters

R EA DY, AIM , FI R E ! 2 0 1 1 SP R AY G U NS s h o w c a s e .

Collision

Repair

Evolved Ian and Ken McIntosh of Kirmac Collision have helped the industry grow.

Parts Impact

Mitchell’s Greg Horn on the Canadian parts situation. Volume 10 Number 6

Refinish Overview The results of our first annual coatings survey!

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CONTENTS

On The cover 22 The Kirmac way Ian and Ken McIntosh have built an empire by focusing on process and people.

Volume 10 Issue 6, January 2012

features 16 Extreme MakeOver Heffner’s Collision Centre is revamped and ready for business.

19 nace in review From seminars to the trade show floor, we bring you right to the action.

27 Top Guns The latest and greatest in spray guns.

33 refinish overview A look back at the year’s most innovative offerings in coatings tech.

36 next generation At least one school is doing things right, with a little help from their friends.

38 Parts Impact Trends in Canadian parts use.

40 SEMA SHOW 2011

Year after year, SEMA brings the cool.

42 lifelong crush Ellen Paquette fell in love with collision repair at an early age.

departments

40 R e a DY, a i m , f i R e ! 2 0 1 1 s p R aY G U n s s h o w c a s e .

On the Cover: The McIntosh brothers take the long view towards expansion.

Collision

RepaiR

EvolvEd Ian and Ken McIntosh of Kirmac Collision have helped the industry grow.

ParTs impact

Mitchell’s Greg Horn on the Canadian parts situation.

Refinish OvervIew The results of our first annual coatings survey!

>> PLUS Full coverage of NaCe and seMa, Desrosiers new national report, and much more!!!

YOUR ONLINE SOURCE

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

collisionrepairmag.com

04 Publisher’s page by Darryl Simmons Style and substance.

44 Point Blank by Sam Piercey Butchers!

45 Who’s driving? by Jay Perry Viewpoint shift.

46 Prairie View by Tom Bissonnette Let’s talk.

56 Recycling by David Gold Our legacy.

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

58 Last Word by Mike Davey DI-WHY?

January 2012 collision Repair 03

publisher’s page

TradeShowDowN It’s better to be a big fish in a small pond. By Darryl Simmons

ince we’re magazine people, we tend to go to every big event, and as many of the smaller ones as we can. People know this, so they often ask me, “Which do you like better, NACE or SEMA?” They’re both great shows, but this year NACE really pulled out all the stops to make sure the event works for the collision repair community. I’m not talking about stuff like booking hotels, social events and making sure transport is available. Don’t get me wrong, those were great, but they always were. Where NACE really shone this year was in the seminars. The people that attended

Managing Director of BB&T Capital Markets. He pointed out that the repair sector of the automotive aftermarket has become sexy for investors. Green noted that there are billions of dollars that have been parked in recent years, because people are afraid to invest. However, investors are starting to notice that, when it comes to MSOs, the return has been fairly good, year over year, even through the recession. You and I both know that when people need to get their cars fixed, they need to get their cars fixed. It was nice to hear that someone in the financial community gets it too.

someone in the financial community gets it too. NACE found real value in the education provided. Each and every session was focused on collision repair. That’s not to say that SEMA didn’t have a wonderful array of seminars. It did. But if you’ve ever been to SEMA, you know that it’s H-U-G-E. The seminars are all over the place in regards to topics, and you simply cannot see all of the trade show floor. From the parts you can see, you’ll notice one thing right away. The belle of the ball at SEMA is still the hot car. Collision repair is the ugly sister or the proverbial red-headed stepchild. Not exactly left out, but there’s absolutely no chance that it will ever be the centre of attention. NACE isn’t like that. It’s not just that the collision repair business takes centre stage. It’s literally the only game in town. Everything is focused on us. In my opinion, the shining star of the NACE conference was the MSO symposium. It brought together a lot of people who are seriously interested and invested in improving the collision repair industry. There was some really great stuff, but one thing in particular stuck in my mind. The luncheon speaker was Rex Green,

He wasn’t talking about the automotive aftermarket as a whole. He wasn’t talking about restyling or the latest in electronics. Rex Green was talking about collision repair, and only about collision repair. It probably wouldn’t get the same marquee status at SEMA. Don’t get me wrong. NACE has had its challenges. However, this year showed me that it’s rebuilding, and the foundation used is stronger than ever before. We can only hope that the next event in New Orleans gets the support it deserves. SEMA is what it is. To a certain extent, it’s always going to be about flash. That’s fine, but collision repair is about people fixing cars and trying to make a profit. At SEMA, even if something to do with collision repair is temporarily in the spotlight, it’s really still in the shadows of a lot of other things. At NACE, that simply doesn’t happen. CRM

04 collision Repair collisionrepairmag.com

PUBLISHER DARRYL SIMMONS (905) 370-0101 publisher@collisionrepairmag.com EDITOR MIKE DAVEY editor@collisionrepairmag.com ART DIRECTOR DANIELA LUBERTO daniela@collisionrepairmag.com Interns W. Mike Dineen, nahad imanirad, Yvette Bochar COLUMNISTS DAVID GOLD, JAY PERRY, SAM PIERCEY, TOM BISSONNETTE VP INDUSTRY RELATIONS GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com VP Digital Media JOE PLATI (647) 669-2625 jplati@mediamatters.ca circulation department Pat Cappelli (905) 370-0101 pat@mediamatters.ca publisher’s assistant Ryan Potts ryan@mediamatters.ca SUBSCRIPTION One-year $29.95 / Two-year $55.95 Collision Repair™ magazine is published bi-monthly, and is dedicated to serving the business interests of the collision repair industry. It is published by Media Matters Inc. Material in Collision Repair magazine may not be reproduced in any form with out written consent from the publisher. The publisher reserves the right to refuse any advertising and disclaims all responsibilities for claims or statements made by its advertisers or independent columnists. All facts, opinions, statements appearing in this publication are those of the writers and editors themselves, and are in no way to be construed as statements, positions or endorsements by the publisher. PRINTED IN CANADA ISSN 1707-6072 CANADA POST CANADIAN PUBLICATIONS MAIL SALES PRODUCT AGREEMENT No. 40841632 RETURN POSTAGE GUARANTEED Send change of address notices and undeliverable copies to: 86 John Street Thornhill, ON L3T 1Y2

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

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People on the move Lance Knight named General Manager of Fix Auto Atlantic Canada Fix Auto Ontario, Alberta and Atlantic Canada has announced that Lance Knight has been named Fix Auto Atlantic Canada’s GM. Knight has over 35 years of extensive background and professional experience within the auto industry including working within the paint industry, industry sales, managing dealership shops and owning his own collision repair facility for 13 years. Knight also posses many accreditations, including paint, body repair and technology.

“We are very pleased to have Lance Knight join the Fix Auto team as General Manager for Atlantic Canada. His reputation and experience are well respected and I feel Lance’s strengths will allow Fix Auto to further expand the network and also provide support to our existing franchisees,” said Athena Hilts, Managing Director of Fix Auto Ontario, Alberta and Atlantic Canada. Knight will focus on the development and

Allan Davis appointed Chairman of the Board of Trustees of the Boyd Group Income Fund Boyd Group Income Fund has announced that effective November 8, 2011, Allan Davis has been appointed to the role of Chairman of the Board of Trustees of the Fund. Davis is President and Director of AFD Investments, a Winnipeg-based management consulting firm. In addition to serving on the Boyd Group Income Fund Board of Trustees since 2005, he is also a member of the Manufacturing Advisory Board of Exchange Income Corporation. Davis is a Chartered Accountant and holds a Bachelor of Commerce (Honours) degree from the University of Manitoba.

growth of Fix Auto Atlantic Canada through vendor relations, account acquisition, new territory development, contract Lance negotiation and opKnight. erations support. Knight can be reached via email at lknight@fixauto.com or 902-440-6250.

strange but true Responsible? Sort of. A man in the Detroit area apparently decided that he had too much to drink to drive safely. That’s good news, unless you know what he did about it: had his 9-year-old daughter drive instead. The dad has been arrested and faces several charges. According to at least one ob-

Fix Auto announces operations franchisee developer for Alberta Athena Hilts, managing director of Fix Auto Ontario, Alberta and Atlantic Canada i s p l e a s e d t o a nnounce the addition of Tom Parnell as Fix Tom Parnell. Auto’s Alberta new franchisee developer. Parnell’s experience within the automotive industry includes working in the image department at a well respected insurance company, where he was also involved in the Insurance Institutes Ambassador Program. He is in the process of obtaining his Chartered Insurance Professional designation. Parnell also owned and operated his own successful independent appraisal

firm and possesses auto, heavy duty and recreational vehicle appraisal expertise. Additionally, Parnell has recently accepted an offer to instruct I-CAR courses. He says he will begin instructing classes within the next few months. “We are very pleased to have Tom on our team,” says Peter Polito, General Manager for Fix Auto Alberta. “His keen enthusiasm for the industry and a passion to provide operations support to our growing network of Fix Auto franchisees in Alberta has made Tom a great fit within the company.” In this role, Parnell says he will focus on the development and operations support for Fix Auto Alberta franchisees. He can be reached via email at tparnell@fixauto.com or by phone at 403-471-7984.

server, the girl was “driving pretty good.”

Better? Not much. A mom in Delaware let her 9-year-old son drive himself to school. She wasn’t drunk. She was just sick of him pestering her for the keys.

Stick to the Point By the time it rolls off the assembly line, the average production automobile contains over 40 lbs. of glue.

Remodelling via Collision A woman’s home in St. Catharines was suddenly remodeled against her will in early November when a van crashed through the front of the house, drove through the hallway, kitchen and living room, before finally smashing through the patio doors and winding up in the backyard. Rose Watts, the home’s owner, was upstairs when the van invaded her house.

PPG appoints Thane Higgs as new Ontario Regional Manager PPG Canada Automotive Refinish is pleased to announce the appointment of Thane Higgs to the position of Ontario Regional Sales Manager. Higgs will be responsible for the leadership and sales growth of the Ontario region and an integral part of the Canadian automotive refinish management team. Higgs brings with him in-depth business knowledge along with strong collaborative leadership and sales experience. He reThane cently held the position of Director, Sales and Marketing, Canada with Higgs. ITW Welding North America. Prior to that, he spent 12 years with Air Liquide where his last position was Director, Welding Products and Applications. Higgs earned a Diploma in Welding Engineering Technology and an MBA from Athabasca University, Alberta. 06 collision Repair collisionrepairmag.com

Firefighters were called in to assist her in getting back to the ground.

Silent Solution There are roughly 120 professional mimes voluntarily patrolling the traffic-congested Sucre district of Caracas, Venezuela, at the request of the city’s mayor. The mimes wag their fingers at misbehaving motorists to curb bad behaviour, and apparently it’s working. We’d be better drivers, too, if it meant mimes would leave us alone.

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news

Nominations open for AkzoNobel’s FIT Sustainability award AkzoNobel Automotive & Aerospace Coatings Americas is now accepting nominations for the FIT Sustainability Award, the first recognition of its type in the collision repair industry; FIT brings visibility to businesses, organizations and other entities that are delivering sustainable and environmentally-focused solutions to the collision industry. “FIT” is an acronym for the three key measurement criteria of the award: Focus, Innovation and Talent. Introduced in 2009, the award was launched to complement the advancement of waterborne technology and promote the many contributions that the collision repair industry is making to generate a sustainable future. “Whether a business or organization is large or small, it’s so important to consider how today’s practices and processes will impact the future of our industry and our environment,” said Mark Milacic, Mark’s Auto Body, Ltd. a FIT winner in 2011. The family-owned business has two locations in Burnaby and Port Coquitlam, British Columbia. “Each of us has a responsibility to incorporate sustainable practices; by working together we have the ability to make a positive impact on the world we leave for generations yet to come.” Honourees for the 2012 program will be announced on July 19, 2012 in San Antonio, Texas in conjunction with the Most Influential Women in the Collision Repair Industry. This year’s award recipients will also participate in AkzoNobel’s second Sustainability Leadership Symposium on July 20, 2012. These symposiums are being established in an effort to bring greater industry focus, understanding, and action regarding the subject of sustainability. Nominations can be placed at sikkens.net. They will be accepted through February 28, 2012.

Mark’s Auto Body was a winner of the FIT Sustainability award in 2011, and the first Canadian shop to receive the honour. Mark’s Auto Body is two facilities owned and operated by the Milacic family. From left: Bobby Milacic, Mark Milacic (the facilty’s founder), Vicky Milacic and Dino Milacic.

Carstar launches “Unhappen My Accident” app Carstar Automotive Canada has launched the Unhappen My Accident iPhone Application. It works by storing critical driver and accident information. A press of a button displays the necessary steps to take following a collision, including recording accident details and taking photos. The app also locates the nearest Carstar location for repairs, and provides 24-7 access to a live experienced operator who can guide drivers through the process and answer questions. The app also includes location services to pinpoint where the accident occurred. The iPhone camera is used to capture a high-resolution photo of collision damage. For each download of the application, Carstar has committed to donate $1 (up to $10,000) to Cystic Fibrosis Canada, a long time charitable partner for the past 10 years. To date, Carstar has raised over $1.9 million to help find a cure for cystic fibrosis.

08 collision Repair collisionrepairmag.com

news

Canada’s fleet aging, says DesRosiers “National Picture” report DesRosiers Automotive Consultants has released its annual “National Picture” report, detailing Canada’s varied and nuanced vehicle market. The past five years have witnessed growth of approximately 20 percent in the number of vehicles 16 years old or older, and 29 percent growth in 5-10 year old products in our vehicle fleet. An aging vehicle fleet bodes well for businesses tied to the sale or service of older vehicles.

AutoQuip wins Garmat award 2nd year running AutoQuip Canada has won the 2011 Garmat award of distinction for Outstanding Sales Achievement for the second year in a row. AutoQuip Canada has been servicing and managing the Garmat brand in Canada since 2002. “I am very proud of our team’s accomplishment,” says Roger Turmel, President of AutoQuip. “Our mission has been to provide the highest quality equipment at the best possible price with honesty and integrity as our first priority. Our staff has over 74 years combined experience in spray booth service and sales, and we look forward to serving the collision industry for many years to come.”

DesRosiers’ annual vehicle longevity studies have long shown that light trucks – most popular in the Prairie provinces with 56 percent of total vehicle registrations – edge passenger cars in long-term durability. It’s no surprise, then, that truckrich Saskatchewan residents are presently driving the oldest light vehicles in Canada with an average vehicle age of 10.2 years. While Saskatchewan lays claim to the oldest slice of the vehicle fleet, Canada’s newest province owns the youngest. The average age of a light vehicle in Newfoundland tallies at just 7.7 years. Economic growth in Alberta has fuelled vehicle sales in that province. Canada’s top oil producer has seen 37 percent growth in total vehicle registrations over the past five years. Ontario remains the country’s most populous province in terms of both vehicles and drivers, but its vehicle registration growth rate ranks last. Registrations in Ontario have increased just 8 percent since 2006. Light trucks, popular in the Prairies, have grown from 41 to 45 percent of the fleet in five years. While growth in light truck numbers has been a country-wide event, Quebec lags the majority of regions with truck penetration of just 34 percent. Quebecers may not care for trucks, but they lead the country in import-nameplate vehicle registrations. A full 56 percent of cars and light trucks registered in Quebec are import branded, well above the national average. The Prairie provinces rank lowest in import penetration, with just 28 percent. The full report is available from Lisa Marchese at DesRosiers Automotive Consultants. She can be contacted at lisa@ desrosiers.ca. january 2012 collision Repair 09

news

CSN adds new locations in ontario and alberta CSN Collision & Glass has added several new members in Ontario recently, and one in Alberta. Frank & Guy Auto Body (Ottawa East) and Frank & Guy Auto Body (Orleans) have joined the growing list of members in the Ottawa region. Guy Cousineau, owner of both Frank & Guy Auto Body ~ CSN locations, says that an organization’s strength can truly be found in numbers. After having served the Ottawa area for nearly 35 years, he says the decision to join CSN was an easy one. Guy is proud to take his fully bilingual facilities to the next level and join a network that consists of strong business people within the collision repair industry and across Canada.

Frank & Guy Auto Body (Orleans) ~ CSN of Orleans, Ontario.

CSN Collision & Glass also welcomes D’s Collision of Winchester, Ontario to the network. For nearly 25 years, D’s Collision ~ CSN has been providing auto service and repairs for the Winchester area. Dennis Carkner, owner of D’s Collision ~ CSN, says that he aspires to leave his customers feeling confident that their vehicle has been repaired right the first time. Carkner and his staff consider themselves dedicated to providing superior service with the hopes that the initial feelings of misfortune for those customers who have been in an accident are turned into a positive experience and memory. Carkner’s pursuits extend beyond the collision repair industry into his community. The Carkner family are proud sponsors of local minor hockey associations as well as the Winchester Hawks Junior B hockey team and would like to extend a “Go Hawks Go!” to their team. CSN also continues to expand throughout Western Canada with the addition of Outlaw Collision ~ CSN in Medicine Hat, Alberta. The facility opened in 2010. Ken Pierce is the facility’s co-owner. His daughter, Stacey, is the General Manager. The two felt strongly about joining a network that focused on creating and maintaining healthy business relationships. Outlaw Collision ~ CSN’s true foundation is built on the desire to provide the ultimate customer experience. The Pierces believe that one of the biggest challenges within this industry is to fully understand and meet the various insurance requirements requested by each individual organization, and the partnership created with CSN helps make this task more achievable and a win-win-win for all parties. “Each day presents opportunities to make customers’ lives a little easier, which is meaningful and fulfilling,” says Pierce. For more information on CSN Collision & Glass, visit csninc.ca.

D’s Collision ~ CSN of Winchester, Ontario.

Outlaw Collision ~ CSN of Medicine Hat, Alberta.

10 collision Repair collisionrepairmag.com

news

“Friends of win“ launched The Women’s Industry Network (WIN) has created a “Friends of WIN” donation category enabling individuals and organizations to support WIN even if they cannot make the level of contribution required to be a corporate or event sponsor. Victoria Jankowski, Claims Consultant for State Farm Insurance and WIN’s chair, explained, “Individual people and businesses ... wanted to support WIN and our mission to engage women in collision repair. We created an avenue for them to do so outside of corporate and event sponsorships. Any person or business can now support WIN through our Friends of WIN donation category and they will be recognized on our website as a supporter of WIN. ” Donations may be made on the WIN website under “Donations.” WIN is now able to accept online membership registration through its website, womensindustrynetwork.com. The fee for 2012 membership is $75.00 for Professionals and $25.00 for Students.

Concours ~ CSN ( Crowfoot ) receives designation as Toyota Certified Collision Centre Concours Collision Centres ~ CSN (Crowfoot) is pleased to announce that they have been designated as the Toyota Certified Collision Centre for Charlesglen Toyota, Calgary, Alberta. Ken Friesen, President and CEO of Concours Collision Centres ~ CSN said “We are very proud of our relationship with Charlesglen Toyota and even more proud to be selected as a Certified Toyota Collision Centre for Charlesglen customers. Through the selection process, Concours had to demonstrate the highest standard of excellence through a commitment to professionalism, quality repair and customer satisfaction. All of our staff are humbled by the confidence that has been placed in them by Toyota Canada, and recognize the responsibilities that come with the designation. This designation is the first in Canada by Toyota to an independent collision repair facility, and as much as we are proud of this appointment, we are equally proud of our staff for the pride they take in their work.” Concours Collision Centres ~ CSN has been providing collision repair services in Calgary for over 30 years. Currently there are two locations, and a third is under construction in the Royal Oak area of northwest Calgary. Concours has successfully developed an operating model that implements “lean manufacturing practices” into its collision repair process. These practices have allowed Concours to consistently produce quality repairs in a time frame that is dependable and predictable, and that, combined with exceptional customer service, has been their formula for success. “Our logo says it best,” said Friesen. “‘We Take Out The Wrinkles,’ but to us that means that as well as returning their vehicle to its pre-accident condition, our customers can expect their entire Concours experience to be wrinkle free.” Concours Collision Centres is a member of Collision Solutions Network ~ CSN.

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january 2012 collision Repair 11

news

grand opening of carstar vision park From left to right: Bing Wong, Director of Insurance; actor James Woods, Lisa Mercanti-Ladd, AVP Marketing & Client Services; Sam Mercanti, President & CEO; Bob Bratina, Mayor of Hamilton; Michael Macaluso, Quality Systems Manager; and Larry Jefferies, Executive Vice President.

Carstar Automotive Canada’s new corporate headquarters, Carstar Vision Park, is officially open for business. The official Grand Opening took place on November 18, coinciding with the network’s annual gala fundraiser in support of research into Cystic Fibrosis. This year’s gala event, held at Carmen’s banquet hall in Hamilton, featured a Monte Carlo theme. The evening featured food, drinks and entertainment, and the event’s special guest, actor James Woods. Carstar says the new Carstar Vision Park is dedicated to all of its franchise, vendor

and insurance partners who have the support the Carstar Vision. Part of the 16,000 square foot office space was built to house Carstar university, the company’s learning and research centre. This facility includes a training centre with production bays and the latest repair equipment, allowing the corporate field team to test new processes. It will also be a central point for franchise partners to bring in their management and repair technicians to receive up-to-date, hands-on training in addition to classroom learning. For more information, please visit carstar.ca.

nominations open for akzonobel miw awards Nominations for the 2012 Most Influential Women (MIW) in the Collision Repair Industry awards are now being accepted by AkzoNobel. AkzoNobel’s Most Influential Women awards program honours the contributions of exceptional leaders. Now in its thirteenth year, the MIW program recognizes

achievement while contributing to the sustainability of success. The 2012 honourees will be named on July 19 in San Antonio. “Through the Most Influential Women in the Collision Repair Industry Award, AkzoNobel and the Collision Repair Education Foundation recognize the leaders who are making essential contributions to our industry today, while helping to prepare students to achieve their career dreams in the future,” said Scott Kruger, Executive Director. Nominations can be made at For Spraybake OEM parts sikkens.net and service and technical support, will be accepted Call 1-866-325-2886 until February 28, 2012.

12 collision Repair collisionrepairmag.com

Boyd expands in Canada, U.S. The Boyd Group has acquired a collision repair centre in British Columbia and opened new stores in Alberta and the United States. The Boyd Group now owns and operates 12 repair centers in Alberta and 11 in British Columbia, or 19 including licensed partner locations. The company operates 128 locations in the U.S. “The new facilities are both located in strategically important areas and are equipped to deliver outstanding service to their individual markets,” said Eric Danberg, President of the Boyd Group’s Canadian Operations. “The acquisition in Richmond, a repair centre that has enjoyed a positive reputation for outstanding quality over the last two decades, provides for great exposure and accessibility. Replacing our existing facility in Edmonton with a new repair centre that has a bright, open concept better lends itself to the continual adoption of lean principles as we continually improve processes and gain better efficiencies.” The Boyd Group is continuously looking to add new collision repair locations to its network. Interested owners are asked to contact Kim Allen, Business Development Manager for Gerber Collision & Glass, for more information.

Kirmac launches Instant Access Program Kirmac Collision has developed a system to get damaged cars fixed and back on the road in a matter of days, not weeks, after a motor vehicle accident. The process, called the Instant Access Program, takes in, assesses and repairs vehicles immediately. Under Kirmac’s Collision’s Instant Access Program, no appointment or scheduling is required. “We developed the Instant Access Program to make our customers’ experience as positive as possible surrounding a collision,” said Kirmac Collision founder and CEO, Ian McIntosh. The Instant Access car repair model is very different from the norm, he explained. “We streamlined the repair process so that it’s fast and hassle-free, reconfiguring our entire production model to better serve our customers and insurance partners,” said McIntosh. “We now repair vehicles both faster and better so that customers can get back on the road sooner.” For more information on Kirmac Collision, please visit kirmac.com.

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CSN Goes Big in B.C. with 13 New Members CSN Collision & Glass has now expanded into the British Columbia collision repair market. As the net work continues to experience strong growth throughout Canada, B.C. collision repair facilities are now seeing the value in joining one of the industry’s top consolidators. The B.C. market, as all others, is constantly changing and is changing fast. It is more vital for today’s business owners to be part of an organization that keeps them abreast of these changes occurring not only on regional and national levels, but on a global level as well. The sharing of information and best practices amongst like-minded B.C. owner-operators will strengthen their position within their marketplace and allow them continued growth and success. Larry French, National Director of Sales for CSN comments on the choice of the first 13 Members: “In a market where one insurance company represents the majority of the market share of the province’s policyholders, it was imperative that CSN enroll a group of strong, for ward-thinking and driven shop owners in order for CSN to enter the B.C. marketplace on the right foot. I feel CSN has accomplished just that.”

ELITE Body Shop ~ CSN ELITE XPRESS Collision ~ CSN

British Columbia JACK SCHULTZ Auto Body ~ CSN

Prince George

GORD-RON’S Auto Metal ~ CSN

BUZZ’S Auto Body ~ CSN

Kamloops

FRANK’S Auto Body ~ CSN

Vernon North Vancouver Burnaby Kelowna

GT Collision ~ CSN

Duncan Victoria

KELOWNA Performance ~ CSN

Langley Surrey

ABLE Auto Body Newton ~ CSN CB’S Auto Tech Collision ~ CSN

ON-LINE Collision ~ CSN

ABLE Auto Body ~ CSN

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

MERVYN’S The Body Shop ~ CSN

Integrity.

CSN Members do what they say they are going to do. Membership has its benefits. CSN Members enjoy the benefits of a growing network through national insurance agreements and overall recognition for a job done right. Independently owned CSN shops deliver a level of quality that is quite simply unmatched in the industry. CSN Collision & Glass is a network of highly qualified collision repair facilities across Canada. Your facility benefits from national presence, while maintaining community independence. To join a leading network of like-minded repair facility professionals, contact 1-866-400-4CSN (4276).

Confidence. Trust. Integrity. www.csninc.ca

EXTREME MAKEOVER

Definitive Details The Heffners built a foundation from the ground up. By W. Mike Dineen

tepping into the most recent addition to Heffner Motors, it is difficult to fathom the small spark of an idea that started it all. From the Heffner family’s humble beginnings with the Breithaupt Street Garage in 1960, to the current mega-facility, Heffner Motors is one of Waterloo Region’s largest, greenest and most state-of-the-art facilities. In spite of its exceptional design, highest quality equipment, and enormous interior, the business continues to pay homage to its roots—to the familial ties that originally bound it together. As president and vice-president respectively, John and Willy Heffner have been with their father’s business since finishing school. Upon entering Heffner Motors, one feels like “Part of the Family.” Perhaps it is due to the warm greeting at the entrance, or the café tucked in between the sales and service department, or even the wireless internet connection folks can tap into. But more evident is something inherent in the structure and philosophy of the business itself: the care and passion given to the successful execution of a business that makes customer service a top priority. For their latest project, John and Willy Heffner utilized a two-acre, landlocked section behind their Toyota dealership to build their collision repair centre. Additionally, they negotiated a half-acre parcel owned by Hydro One to be used as the compound for vehicle storage. The facility was designed and constructed with space in mind; there are no tight corners, overhanging wires or neighbouring buildings to negotiate. The idea for the interior began with the Heffners’ simple question in response to a growing demand: “What do we want the facility to accomplish?” “It didn’t look that big on paper,” admits John with regard to the size of the facility. In spite of his modesty, it is evident that John feels proud of his accomplishment. The facility itself is indeed grand; however,

From left, Roger Turmel of AutoQuip with John and Willy Heffner.

the space is used wisely with function, speed and customer service in mind. Upon entering the next room of the facility, the vehicle has ample space to manoeuvre into one of twelve separate service bays. The room is complete with a modular wall system of toolboxes and workbenches provided for technicians, supplied by Nelson Industries. The walls are designed so all cables and wiring are stowed behind removable panels. The twelve metal repair bays are separated into sets of three, which will allow technicians to conveniently rotate vehicles and prevent vehicle congestion— or, as John aptly puts it, “when all the bays are full of cars, cars on top of cars, one car is finished so you have to move four out of the way.” The addition of two Sonic frame straightening machines and a Hunter alignment rack means more will be handled within the facility itself. Designed and installed by AutoQuip are three prep stations and two high-production automotive spray booths, one of which is designed to accommodate larger vehicles. Each booth is equipped with a Hercules Maddoc Lift for ergonomic efficiency, enabling the painters to spray from a more upright position. Providing the spray guns and other tools with compressed air are two 15 horsepower Devair air compressors (provided by AutoQuip), which—in keeping with green energy usage—spark to life only when required.

16 collision Repair collisionrepairmag.com

The next phase of repair is the Heffner’s final touch: detailing. The Heffner’s facility provides full detailing of every vehicle being serviced to bring a positive touch to the customer’s experience. An AutoQuip provided industrial-sized Eurovac vacuum system ensures the safe removal of hazardous materials. The facility’s heated basement is reserved for storage of off season tires, while the soon-to-be installed solar panels on the roof will produce and sell more energy back to the grid than the business uses. Now almost three times the size of the original, the new facility is poised to handle demand for the upcoming winter season. The long wait times during the snowy winter months will soon be a thing of the past. CRM

The exterior of the facility is designed to be professional and appealing to customers.

EXTREME EXTREME

M KE MA MAKEOVER KEOVVER

With Envirobase High Performance. ®

Did you know that more than 75% of today’s new OEM colors are applied with waterborne basecoat? That’s why it makes perfect sense to switch to the reigning waterborne refinish technology to repair these finishes— Envirobase High Performance from PPG. With its non-stir, high opacity waterborne toners, Envirobase HP performs exceptionally in duplicating the color and smooth metallic appearance of new vehicle finishes. And your technicians will also find it easier to blend and faster to tape compared to any conventional solvent-based system. No doubt, when it comes to color-matching today’s modern colors, Envirobase HP reigns supreme. • Non-stir toners—superior color consistency • Smooth, even metallic control • Fast ﬂash times • Easy blending • Excellent color support tools

Reign

Envirobase HP is approved by Chrysler for worldwide use in warranty refinish repairs.

HOW TO CHOOSE

yOur

network ?

Choosing a network is an important decision. Fix Auto has put together this exercise to make it easier. Rate three networks, and compare the results.

Rate the networks from 1 to 10 on each of the following criteria, then add up the totals. 0 points — hopeless

6 points — good

2 points — weak

8 points — very good

4 points — average

10 points — excellent

Networks > 1

Leadership

Network image

Customer service

Freedom of action

Member selection

Commitment

Training and support

Relations with insurers

Marketing

10 Innovation and technology

total per Network / 100

Any network thAt scores lower thAn 75 points will not live up to your expectAtions.

INDUSTRY EVENTS

Years Strong

For great education and the latest gear, NACE is still the place. By Darryl Simmons

This year’s NACE in Orlando, Florida is matching the changing needs in the collision repair business by offering relevant topics to attendees in a myriad of seminars and forums. In addition to its extensive coverage of the commercial side of collision repair, NACE is bringing awareness and education about the human side of the business—with important topics like healthcare in the industry and a full day seminar for MSOs.

january 2012 collision Repair 19

INDUSTRY EVENTS

Don and Cathy Strong of Concordia Carstar, and Rafael Hinojos of PPG Canada.

Doug Kirk of DataClarity Corporation, David Smith of Akzo Nobel and Rick Tuuri of Audatex.

Steve Leal of Fix Auto and Darryl O’Keefe of Sherwin-Williams.

Debbie Teter of Garmat USA, and Roger Turmel of AutoQuip Canada.

Dave Friars of Supreme Collision Centre, Terrence Bradimore and Terry Bradimore of CK Collision, and Marty and Chris Reddick of Supreme Collision Centre.

NACE 2011 kicked off on October 5 at the Orange County Convention Center in Orlando, Florida. Highlights from the first day included presentations on future industry trends and the changing climate of insurance agreements. The opening day forums were immediately followed by a networking reception sponsored by Toyota Wholesale Parts. Valuable and relevant forums with outstanding panelists complemented a large trade show. Chris Brogan—best-selling, social media author—opened the show with some keen observations of the marketplace. Ron Pyle, President of the Automotive Service Association (ASA), encouraged those in the collision repair business to embrace the future of their trade, to seize opportunities for growth, and— perhaps most importantly—to network. Every year, NACE provides hundreds of hours of continuing education on a diverse array of

20 collision Repair collisionrepairmag.com

topics. Management sessions were the most sought-after education for collision repair professionals this year. Session highlights included “Building a Team That Works Without You”, “Why Lean Implementations Fail in the Collision Industry”, “Increasing Technician Efficiency - It’s a Team Effort,” “Communicating with People Who Drive Us Crazy,” “Reality Repair Shop - What Would You Do?” and “Leadership Best Practices - How to Inspire, Delegate and Coach Your Team to Success.”

Multi-store Operators

One of the most interesting highlights from the educational sessions was also the most recent. This is the first year that NACE has featured a track dedicated solely to one of the fastest growing segments of the industry: multi-store operators.

INDUSTRY EVENTS

The MSO symposium attracted 130 MSOs. Show management says it has exceeded all expectations and attendance goals. The high level of interest speaks to the changing state of the market.

Strong Foundation

“While many of NACE’s show features focus on the independent shop owner, we wanted to also address the specialized needs of MSOs,” said Ron Nagy, 2011 NACE chairman. “Our experience with this year’s event gives us a great foundation for the 2nd annual symposium, and we’re already discussing how we can leverage its success to create an even better event in 2012.” The MSO Symposium was sponsored by CCC Information Services, Toyota Wholesale Parts, DuPont Performance Coatings, UniCure Spraybooths, I-CAR, The Romans Group LLC, Summit Software,

Enterprise Rent-A-Car and 1-800-Radiator & A/C. The event was produced cooperatively by ASA, Symphony Advisors and NACE. Several groups honored industry professionals Thursday during the ASRW Award Ceremonies. The annual awards event provides a platform in which a number of industry groups acknowledged the achievements of some of their outstanding members, customers and industr y partners throughout 2011. Ron Pyle hosted the program, which opened with the Automotive Management Institute (AMI) graduation ceremony recognizing those who have earned the Accredited Automotive Manager (AAM) designation. The awards presentation also included numerous scholarships. NACE 2012 will take place in New Orleans, Louisiana from October 11 -13 at the Ernest N. Morial Convention Center. CRM

Marcus Sarnovsky of Enterprise Rent-ACar, Jay Hayward of CSN Collision & Glass, and Kevin Kemp and Michael Thibault of Enterprise Rent-A-Car.

Larry Jefferies of Carstar Automotive Canada, Rollie Benjamin, ABRA Collision and Glass and Sam Mercanti of Carstar Automotive Canada.

Martin Monteith of Zenetec Collision and Harry Dhanjal of BASF.

Keith Bell and Nancy Ng of Akzo Nobel.

Enzo Aniana, Enzo Aniana Jr., and Tony Canade of Assured Automotive.

JANUARY 2012 COLLISION REPAIR

PROFILES OF SUCCESS

Ian and Ken McIntosh have built Kirmac into one of the largest MSOs in Canada.

22 collision Repair collisionrepairmag.com

PROFILES OF SUCCESS

Youthful

Passion A desire to improve the process brought Ian McIntosh of Kirmac Collision back to his first love. By Mike Davey

ife is like driving around an unfamiliar neighbourhood. Every once in a while you’re going to find yourself in a situation where you just have to make a sudden turn. That was the case with Ian McIntosh. McIntosh is the founder of Kirmac Collision, which operates 22 collision repair facilities in Canada and the U.S. On an initial trajectory for a career in corporate law, McIntosh’s life took a turn to the collision repair industry. In a way, it was like coming home. His first experience in the automotive world was fixing cars in his backyard when he was just 13 years old. “It all started out as a way to make money….first I had a paper route, and then later worked at a food store stocking shelves before I was even legally able to be employed. In either case I couldn’t make much money at it,” says McIntosh. “About the same time an opportunity presented itself to buy an old ‘47 Pontiac for 50 bucks. Since I wasn’t old enough to drive, my Dad, a handy home mechanic in his own right, had intentionally created a ‘dead short’ in the distributor to keep it from starting. After much studying of mechanics manuals, and some help from an older school mate, I

eventually found the ‘induced’ problem, got it running, sold it for $100 which doubled my investment and that was the beginning! During my high school years I did a number of similar projects including working on the first car I could actually drive when I turned 16. It was a 1954 Morris Minor which needed bodywork and that was the real beginning of a path I would follow for the rest of my life.” It’s not surprising that McIntosh didn’t forget that car. Aside from the obvious thrill of it being the very first car that was really his, it was also his entry to the world of bodywork. “It needed some body repair, which I didn’t know how to do at the time,” says McIntosh. “I took it to a shop, and they wanted over $250 to fix it up and repaint it. I thought that was nuts, so I got a book on body repair and did the work myself.” McIntosh continued working on many of his own and his friends’ cars as a hobby throughout his high school years. After graduating, he left it all behind when he enrolled at the University of British Columbia. The world of collision repair and loving cars has its own strange magnetism, though, and after a couple of years at UBC he was still wondering what it was he really wanted to do with his life. Since his most enjoyable work experiences had centered around working

A clean, orderly shop has long been one of Kirmac’s strengths.

on cars, it wasn’t long before Ian McIntosh found work in a succession of three collision repair facilites during the time he was still contemplating what to do with his life. “One of the first things I noticed was how unprofessional they all were,” says McIntosh. “With the exception of one which clearly stood out from the rest, what I saw was january 2012 collision Repair 23

PROFILES OF SUCCESS

Staff are a very important part of the Kirmac philosophy. From left: Jack Carbonara, Marcello Lo Giacco, Dylan Tsuji, Ken McIntosh, Robert King, Andre Leclerc.

shops that were dirty and disorganized, employees were not treated well and customers were treated even worse. At one point, I just said ‘That’s enough. I don’t want anything to do with this industry. I better make enough money to go back to university and set my sights on doing something else.’” That “something else” turned out to be working in a Kenworth manufacturing plant, building trucks for the early 70s oil boom in the Middle East. Working there had a serious and lasting effect. “The guy who hired me asked if I had ever seen a manufacturing plant before. He took me out on an elevated catwalk over the floor,” says McIntosh. “It changed my life. From the left hand side to the right hand side of the production floor you could see entire trucks coming to life in stages. Everything was well organized and clean. It was my first exposure to processes, systems and the power of computers. I worked there for the next two years, but I already knew what I was going to do within the first week. I was going to take what they were doing, and apply it to the collision repair business.” McIntosh opened his first shop in 1973, not too far from where the Kirmac corporate headquarters is today. Even before it opened, the facility was unusual. In the early days they did a lot of work on trucks, necessitating the use of a 110 ft. long spray booth and bake oven. “My brother Ken came to work with me about six months after I started Kirmac. He’s really built the business we have today with me,” says McIntosh.

Peter Price paints a vehicle.

For the first five years, the operation concentrated on trucks. However, the McIntosh brothers started to realize something in those early years, that not only does one truck take up the space of three cars, people who can work on them are few and far between. The shop soon started to transition to passenger cars and light trucks. “In our sixth year in business in 1979, we moved out of our original leased facilities built the Coquitlam shop that’s

The largest of seattle’s three multi-store operators is kirmac. still part of the operation today. By 1985, my brother and I had it doing $350,000 a month, an amazing accomplishment in those days and we wondered just how far we could take it,” says McIntosh. That was the beginning of Kirmac’s expansion, but it was by no means the end. More shops followed, including the first shop in the United States in 1999 and then the purchase of the Thoroughbred Collision Centers chain in 2005. Since then the

24 collision Repair collisionrepairmag.com

addition of a number of facilities bearing the Kirmac name has continued in Washington State with the 14th US location slated to open later this year. “We had 13 stores by 1999,” says McIntosh. “In the late 90s and early 2000s, things were economically rough in B.C., and at the same time we had increasing costs. We decided to close a couple of low performing locations, but at the same time, we bought our first store in Washington State. In B.C., we see very significant highs and lows in our economy from time to time, kind of a boom and bust situation. I wanted to hedge our bets and diversify risk for the future.” The events of 9/11 squashed any real growth for the next few years, but things started to pick up with the purchase of the Thoroughbred group, which McIntosh says is a signal of the beginning of the operation’s real growth. The company has certainly come along since then. Today, the largest of Seattle’s three multi-store operators by volume is Kirmac, a Canadian company. It’s fair to say that computers have played a large role in Kirmac’s development. Kirmac first became computerized in 1981, a time when computers were often absent even from general business offices, much less collision repair facilities. In fact, Kirmac was the seventh shop in all of North America to sign on with 3M’s ARMS system, one of the very first collision shop management platforms. In 1985, Ian McIntosh was invited to be a seminar instructor for the 3M/ ARMS management software. For three

PROFILES OF SUCCESS

straight years, he spent a lot of his weekends flying all over North America to give seminars on the ARMS system. All of that traveling and interacting with other collision repair owners showed McIntosh how much the collision repair industry was lacking in proper systems and processes at the time. He soon saw that there was an opportunity for multiple-store operations with solid processes in place, and he foresaw a day that insurers would want to have a situation where they’re dealing with fewer people to increase efficiency. It wouldn’t be out of line to say that it was software that kicked off Kirmac’s serious expansion drive. Oddly enough, expansion also meant the company had to look for a new system. “We opened the second shop in Burnaby in 1988,” says McIntosh. “That led to us needing more comprehensive systems that we were getting with ARMS.” By 1995, they had built a prototype that was Windows based and could work over the Internet. At one time, Kirmac employed as many as 40 people working in software development and that software platform was eventually sold to CCC. Kirmac does still build systems, but these days they are for internal use only. “There came a time when I had to pick one or the other, either software or collision repair,” says McIntosh. “I chose collision, it’s where I came from and the side I love the most.” There’s no question that the number of MSOs has been increasing in recent years. For Ian McIntosh, he’s only surprised that it’s taken this long.

Andre Leclerc marks some dents for repair. Process is one area where Kirmac has been ahead of the curve for years.

“It’s taken longer than I thought, but the MSO model has been fully legitimized now,” says McIntosh. “I’ve seen it coming for a long time. When insurers give us more autonomy, we’re able to take significant costs out of the equation for our insurance partners and add quality and speed of repair for the customer. According to recent US industry data, MSOs with $20M or more in annual sales currently generate only 11% percent of the total revenue.” McIntosh predicts further growth for MSOs, both nationally and on a more local level. “In urban areas, you’re going to see a lot more of the national chains, but that’s been happening for awhile now,” says McIntosh.

“But insurers are starting to look at the regional chains, and providing support. You’re going to see a lot more regional chains making inroads over the next few years, profitable companies being run by professional managers. We’re building a healthier industry.” A healthy, professional industry is important to Ian McIntosh, and not just because it’s important financially. “I’m really happy to be where I am right now, and see the change to professionalism that has overtaken the industry,” says McIntosh. “At the end of the day, I’m an industry guy. I wouldn’t have spent 38 years in the business if I didn’t love it.” CRM

january 2012 collision Repair 25

Paint â&#x20AC;˘ People â&#x20AC;˘ Performance

Offering More than just a Can of Paint Exceptional sales, service and support have earned Rondex, the elite status of #1 Largest Independent Jobber for DuPont Performance Coatings in Western Canada, the world leader in automotive finishes. This symbol is your quality assurance that we meet the highest standards in the industry. It means you can count on us to provide a lot more than products. You can count on us to supply the complete package (quality product, impeccable service and competitive pricing) in such areas as process improvement, personnel and inventory management, innovative products, and state of the art equipment. Together, DuPont Performance Coatings and Rondex bring you the products and practices to help your business prosper. We want nothing more than success for our customers. To support this we become a trustworthy partner for your business. We offer reliable and consistent delivery, accurate inventory management, in-house technical assistance, management consulting services, endless amounts of information to keep you abreast of industry trends along with the most experienced staff in the industry.

Talk to a Rondex EXPERT Today www.rondex.ca Toll Free: 1-877-766-3392 RONDEX MANITOBA WINNIPEG 177 Isabel St. R3A 1G8 Phone: 204-943-4531 Fax: 204-942-0631

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products

5 4 3

New d

thways

irecti n. ons in spray gun desig

to Pai n t

By W . Mike Din een

hoosing the perfect new spray gun for your collision repair facility involves “looking both ways” at the intersection of functionality, durability, performance and—of course—cost. Collision Repair magazine has compiled a list of the latest new and improved spray guns to help guide you through the process of deciding which direction to take in your next important investment. The latest spray guns have been designed to accommodate current needs and trends in the collision repair industry. For example, as ergonomics —the study of the relationship between

workers and the equipment they use— continues to emphasize the profitability of a happy and healthy worker, most of the latest spray guns have incorporated an element of ergonomics into the spray gun design. The parallel relationship between time management and cost effectiveness cannot be overlooked. Will investing in a higher profile spray gun translate into money earned in the long run? Is quality of application more important than saving materials on paint application? These are important questions, but really only you can answer them. You are the most qualified person to determine your customers’ needs and choose the equip-

ment that best suits them. What about the spray gun’s durability, maintenance requirements and repair costs? Certain spray guns have been designed to be easier to clean and longer lasting than others. Before deciding on a spray gun, remember to consider the availability of replacement parts and added accessories. All information presented over the following pages comes from the manufacturers in question. The appearance of products here does not constitute an endorsement from Collision Repair magazine or its staff. As with any purchase, please research your options thoroughly before making any final decisions.

WHERE TO BUY 1

3M Canada 300 Tartan Drive London, Ontario 1-800-364-3577 3Mcollision.com

DeVilbiss 195 Internationale Blvd. Glendale Heights, Illinois 630-237-5000 devilbiss.com

Anest Iwata 5325 Muhlhauser Road West Chester, Ohio 513-755-3100 anestiwata.com

Lemmer Spray Systems 4624 12th Street NE Calgary, Alberta (403) 250-7735 lemmer.com

Sata Canada 3636 Burnsland Rd SE Calgary, Alberta (403) 287-3678 sata.com

Is there a kind of equipment you would like to see showcased? Let us know via email to editor@collisionrepairmag.com or call 905-370-0101.

january 2012 collision Repair 27

products

Anest Iwata

Designed to minimize overspray, eliminate high maintenance costs and reduce gun cleaning time, 3M has introduced a replaceable atomizing head for the Accuspray line which is intended to conserve materials, boost productivity and improve profitability. By delivering a large usable pattern with low overspray and improved atomization, 3M says its replaceable atomizing head boasts the benefits of a brand new HVLP spray gun, such as reduced coating consumption and a premium finish, at a fraction of the cost. To use, connect the air flow control valve and attach the atomizing head to the gun by holding the trigger. A double click indicates that the head is fully engaged and ready for use. For the first stage, air pressure should be set at 30 psi, followed by 20 psi for the second. Attach a 3M Paint Preparation System cup filled with coating and the air compressor hose. Finally, adjust the fan and fluid for the required size and wetness of the pattern. 3M emphasizes that all of the benefits available from its PPS have been maximized, including reductions in spraying, sanding and cleaning time. Additional advantages include conserving solvent and lowering costs.

Anest Iwata’s Supernova spray gun—designed in cooperation with Pininfarina—comes in two versions: the LS400 for clear coat and the LS400 for basecoat. Both guns are available with either a 1.3 mm or a 1.4 mm nozzle size depending on the paint brand being used. According to the manufacturer, the Supernova delivers a consistent droplet size when atomizing, which, when combined with the spray gun’s flat, even pattern, reduces application errors. The spray gun’s grip is designed with ergonomics in mind for reduced risk of repetitive motion injury. Its cup angle design is intended to help balance the spray gun, regardless of cup size. Anest Iwata designed the spray gun to be easy to maintain and robust—its air cap’s larger thread pattern should be easier to remove and refit after cleaning. The LS400 is also available in a hybrid version (LS400H Hybrid) that, according to Anest Iwata, still maintains the overall superiority of the original LS400. It is available in two configurations – the gold air cap for coarse atomization and the platinum air cap for fine atomization. The LS400 is designed to work with the 3M PPS.

> www.3MCollision.com

> www.anestiwata.com

accuspray system

Supernova

DeVilbiss

Tekna prolite

The Tekna Prolite spray gun is manufactured by DeVilbiss. According to the company, this spray gun is designed for use in varying climate conditions—from hot and humid to cold and dry. It comes equipped with three air caps developed by the manufacturer using advanced fluid dynamics technology. The manufacturer describes the new design as optimal for performance with waterborne coatings and great for solvent-based coatings with a high transfer efficiency for material savings. According to DeVilbiss, the spray gun’s free airflow technology uses less air pressure to achieve superior atomization. The spray gun is ergonomically designed with a lightweight aluminum body and an easy wrap around finger grip to reduce painter fatigue. For convenient cleanup and corrosion resistance, DeVilbiss has coated the Tekna Prolite with a product they call Quickclean which has non-stick properties that the company says results in incredibly fast cleanup and high levels of corrosion resistance. The Tekna Prolite is available in both cupped and uncupped versions. The cupped version uses a 900 cc aluminum cup. A DeKups adapter is included with the uncupped version of the gun.

> www.itwar.com 28 collision Repair collisionrepairmag.com

products

Now that’s sales growth. When you become a CARSTAR Franchise Partner, you join over 400 locations in North America, 150+ across Canada alone, all which benefit from the support and expertise of our network. It is this support and expertise that has led to an 8.67% average store sales growth rate over the last three years. And, sales growth is only one of our offerings; we also offer marketing support, operational systems and training, human resource expertise and so much more—all to help you enhance your existing business. To inquire and learn more, call 1-800-701-9452 Ext. 289 or email franchise.opportunity@carstar.ca. Over 150 locations in 10 provinces.

january 2012 november 2011 collision Repair 29

products

Lemmer Spray Systems

Sata Canada

Lemmer Spray Systems describes the A-910SS as lightweight, easy to clean, straightforward to use and appropriately valued. The spray gun’s stainless steel construction incorporates stainless steel internal fluid passages, fluid fittings, needle and nozzle. The suction version of Lemmer’s A-910SS uses 3M’s Paint Preparation System, which the compays says will allow the painter to spray at any angle without fan flutter and uses disposable liners for convenient cleanup. The A-910SS is also available in a pressure feed version without the 3M PPS. The spray gun has separate controls for fan width, material flow, horizontal pattern and vertical pattern. The company says they are ideally for use with waterborne lacquers, varnishes and automotive paints, but the A-910SS also accommodates enamel, stain and oil-based materials for use in applications where they are allowed. For latex and glue applications, however, Lemmer recommends using a larger nozzle and/or appropriate thinning when spraying these substances. The A-910SS spray gun comes with a 1.4 mm allpurpose nozzle, and separate nozzles are available through Lemmer ranging from 1.1 mm to 2.5 mm.

Sata describes the ergonomic design of its Satajet4000 B HVLP as lightweight, with improved handling and higher precision. According to the company, the weight of the Satajet 4000 B HVLP spray gun has been reduced by 15 percent in comparison to the previous model, with a lowered centre of gravity designed for greater painter control. Incorporated into the spray gun handle is a digital pressure display intended to allow for a greater accuracy in the reproduction of a required colour tone. According to the company, the Satajet4000 B HVLP spray gun’s round/flat spray control allows the painter to adjust the spray fan to the shape of the object being painted. Sata says it has designed the Satajet 4000 B with a new nozzle concept, intended to provide a uniformly shaped spray fan that applies material softly and evenly. According to the company, due to its lowpressure technology, the Satajet 4000 B HVLP spray gun is designed to achieve high transfer efficiency rates—not to mention the spray gun’s noise level has been reduced by up to 50 percent. Sata describes its spray gun as completely solvent-proof.

> www.lemmer.com

> www.sata.com

A-910SS

satajet 4000 B HVLP

JR’s Auto Body Chicago, IL

JR’s Auto Body Realizes Dramatic Savings with Matrix System Conversion Proves to be a Success JR Auto Body has been in business for JR’s over 50 years in the Chicago-land area. A little over 8 years ago, the decision to convert to Matrix System products was made by owner, John Strauss. He was approached by his local supplier KC Body Shop Supply, who introduced Strauss to Ma Matrix System. “The consistent and dependable service, mixed with great reliable products and lower prices made the decision easy for us,” stated Strauss.

Satisfaction Guaranteed JR’s Auto Body is a first-class shop that has remained profitable and competitive by using Matrix System JR products in today’s challenging market. They have realized many advantages from the relationship such as immediate attention, a wide range of products, outstanding finishes, and considerable savings. According to Strauss, “We are completely satisfied with the full line of products that Matrix System has to offer. We have been able to deliver an outstanding finish on every vehicle that has passed through our shop and thanks to Matrix System we are able to remain profitable and competitive without making any major sacrifices.”

Finding Value JR’s Auto Body sampled the comparable JR products that Matrix System had to offer and found them to be of greater value. As Strauss said, “We’ve tried other paint brands in the past, but could find none that would compare to the quality, color match, and cost of Matrix System. We we were delivering great looking vehicles with lower repair costs. Who wouldn’t find the value in that?”

A Perfect Match is a Beautiful Thing The relationship between JR’s Auto Body and Matrix System is one that makes perfect sense. JR’s Auto Body has been able to capitalize on accurate color match, outstanding service, and signiﬁcant savings from Matrix Sy System products. “It’s like the good ole’ days. We get to see our local distributor and the Matrix System sales rep from time to time. You just don’t get that kind of service from any other paint manufacturer today.”

For more information on how you can experience the same beneﬁts by using Matrix System, call 800.735.0303 or visit us online at www.matrixsystem.com.

30 collision Repair collisionrepairmag.com

Meet Navigator™, the industry’s newest color matching tool. It’s the culmination of putting ourselves in your shoes and asking, “How can my job be made easier and more accurate?” What we came up with is a new generation of tool that is setting the standard for confidently selecting and matching color in any situation.

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Combine the Navigator™ with over 282,000 formulas in the included Pro-Spray PaintXpert™ software and you’ve got a powerful set of tools to work with.

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PAINT CENTRE

Refinish Tools

By Mike Davey

Our look back at the new offerings in coatings technology throughout 2011.

he history of automotive painting is one of innovation and advancement. Long gone are the days when a customer could get a Model T in any colour, so long as it was black. Candies, pearls, metals … the choices of finish (or refinish) are almost endless, and paint companies continue to introduce new formulations.

New clears, new basecoats and new colours continue to premiere on a yearly basis. Indeed, several paint companies have launched entirely new lines in 2011. Going beyond the paint itself, some of the most prominent innovations have been in the realm of computerized colour matching and software integration. The range of solutions to the age-old problem

How long have you been with your current coatings supplier? 60

of obtaining a perfect colour match is truly staggering. Over the next pages, we’ll present information on the latest and greatest innovations in the world of coatings. We also have exclusive results from our reader survey on coatings and refinish. Information from various companies are presented in alphabetical order.

Average number of cars painted per month 6% of facilities

53.6

5% of facilities

11% of facilities

0-50 cars 51-100 cars 31% of facilities

23.8

13.9

200 cars

2 to 5 years

5 to 10 years 10 years or more

9.9

0 Percentage of facilities

AkzoNobel AkzoNobel has premiered two new colour tools this year – iMatchColor and the 2nd edition of ColorScala Pro – but it’s the company’s Wanda refinish brand that has grabbed the most headlines. Although it is not brand new to Canada, Wanda has only recently seen a formal release in the United States. Mark Rapson is AkzoNobel’s Business Manager of Trade Brands for North America. He says that the Wanda Waterbase system helps collision repair facilities reduce the complexity of “going green,” and that the brand’s simplicity, colour and value proposition delivers significant time and cost savings, while boosting ease-of-use and colour match accuracy. The company’s smart phone app, iMatchColor, exceeded 10,000 downloads in early November of 2011. The app provides access to the Sikkens Mixit Online colour retrieval system. “We couldn’t be more pleased with the success of iMatchColor and Sikkens Mixit Online over the last twelve months,” says Color Marketing Director

110-150 cars 151-200 cars

Less than 2 years

47% of facilities

Ben Zweers. “Giving our customers 24-hour access to our colour database via their mobile phones means our customers can do their job better wherever in the world they may be and whenever they wish to do so.” AkzoNobel has also Ken Lingenfelter, owner released Sikkens Colof Lingenfelter PerfororScala Pro, 2nd Edmance Engineering and tion, an upgrade on its “Wanda” at the 2011 variant colour docuSEMA Show. mentation system. ColorScala Pro 2nd Edition gives repair professionals higher gloss paint swatches, which AkzoNobel says provide more accurate and reliable colour representation.

BASF Chip Foose unveils the WD-40/SEMA Cares project vehicle at SEMA 2011. BASF launched the new line of colours in the Foose Signature Collection at SEMA.

BASF has launched its R-M Carizzma Waterborne colours this year. According to BASF, the idea behind the Carizzma system was to give custom painters a brand new range of custom products, colours and effects within the R-M brand. The line includes Candys, Cand-e-z, Carizzmatics (pearls), crystals and various effect powders. The company has also premiered a 12 new colours in the Foose Signature Collection, for a total of 24 colours. All of these colours have been personally formulated by Chip Foose, star of television shows such as Overhaulin’. Collision repair facilities already using either Glasurit 90-Line or R-M Onyx HD systems can mix these colours by adding the special mixing clear. The colours can also be purchased from BASF jobbers. The company says that all BASF jobbers will be able to mix Foose Signature Colors in the amount you need when you need it. january 2012 collision Repair 33

PAINT CENTRE

DuPont

Matrix The new clearcoats from DuPont join with LE 5100S Multi-Panel to form a complete line of 2.1 VOC products.

DuPont Refinish has introduced three new, standard setting 2.1 VOC clearcoats designed for use with DuPont Cromax Pro basecoat. DuPont says it is excited to have these new clears which align with the needs of highly productive collision repair facilities. According to the company, DuPont ChromaClear LE 5400S Snap Dry Clearcoat has very low overspray and very fast dust free attributes. DuPont says it is ideal for panel and multi-panel repairs in air dry conditions or low bake conditions with good gloss and excellent assembly time. DuPont PremierClear LE 8300S Productive Clearcoat was developed for high-volume shops that need “premium” appearance with optimal productivity on panel and multi-panel repairs. DuPont PremierClear LE 8700S Premium Appearance Clearcoat is for shops that need “premium” appearance on large area repairs. LE 8700S produces a glamour clearcoat finish. “These three new clearcoats join our popular LE 5100S Multi-Panel Clearcoat to form a complete line of 2.1 VOC products,” said David Warburton, DuPont Refinish Brand Manager. DuPont has also introduced the DuPont Acquire Plus EFX “camera” for use with DuPont Cromax Pro, Standox Standoblue and Spies Hecker Permahyd Hi-TEC waterborne systems. According to DuPont, Acquire Plus EFX is an advanced, hand-held spectrophotometer that will help users achieve the most accurate colour match, even for complicated metallic, pearl and effect colours. “Our goal is to help customers improve productivity. Using advanced optic technology, Acquire Plus EFX looks deep into the paint film to acquire the flake and colour characteristics that are the keys to determining the best colour match. This proprietary technology, which is significantly ahead of others in the market, sets Acquire Plus EFX apart from any existing spectrophotometer in the business,” said Dan Benton, DPC colour manager.

Matrix officially revealed its new Matrix System’s MPB-LV Premium Low V.O.C. Basecoat System at NACE 2011. The company says the Matrix Premium Low V.O.C. line offers customers exceptional hiding, with ease of application and use, and there is no need to upgrade shop equipment. Matrix System’s Director of Sales, Ken Papich, says, “The time is now to upgrade to our Premium Low V.O.C. products, as benefits like faster coverage and higher quality help to reduce cycle time and increase throughput. Matrix System delivers the best of both technologies, with our Low V.O.C. solvent paint system as well as Aqualution our waterborne system.” Matrix System Automotive Finishes has also launched its new QR code technology. A QR code is a two-dimensional barcode that can be decoded by scanning with a smart phone such as an iPhone, Droid, or Blackberry. Unlike standard barcodes, QR codes contain much more information. The Matrix System QR code is now being displayed on materials such as new products and catalogs to help increase company awareness while also pro-

PPG PPG Automotive Refinish has introduced a new Vibrance Collection midcoat. The new product, VWM5556 Waterborne Midcoat, is specifically designed for use with PPG’s waterborne basecoat systems, Envirobase High Performance and Nexa Autocolor Aquabase Plus. VWM5556 is a true waterborne solution for painters wanting to take full advantage of the array of custom colours, special-effect colorants, and pigments available in the PPG Vibrance Collection of coatings. “The new midcoat is one more component in a complete waterborne system,” said Deb Nucciarone, Product & Marketing Manager, PPG Canada. “VWM5556 is a major advancement for custom car builders as it allows for the development and use of exotic pigments that were previously available only in solvent form.” The new waterPPG Industries has also given its PaintManager software and Paint Shop Interface borne midcoat Program, also known as Repair Order Costing (ROCO), greater capability by integratis designed to ing with more facility management systems. Most collision centres will now be able to work with PPG’s integrate thier system with PPG’s PaintManager software. waterborne basecoat systems. When PPG looked at how to help collision facilities track paint costs more easily, it decided to build an open interface that would work with any system. This allows shops to use the management system they prefer, while still getting the advantages of integrating repair order data from the system into PPG PaintManager and actual mix costs from PaintManager to the management system. PaintManager software manages the colour formulation and mixing operation. It also monitors and manages the costs and productivity of the paint operation and provides instant access to the information required to make informed decisions on job costs, material usage, mixing efficiency, inventory, and much more. PPG has also launched its new Deltron DC2000 Ultra Velocity Clear with superfast air-dry capability along with other powder coating and Transitions lens technologies.

SURVEY SAYS...

Relative Importance

How Important Is It?

5 4 3 2 1 0

4.8

4.5

4.7

4.9

Customer Service

Training Items

Application

Colour Matching

3.4

Value adds

viding product information and discounts. In addition, Matrix System Automotive Finishes has announced its new iPhone application to complement its AccuShade colour retrieval The Matrix Syssystem. The company tem’s MPB-LV says AccuShade MoPremium Low V.O.C. Basecoat System. bile makes it easier for customers to search for codes and formulas using Wi-Fi or 3g/4g enabled devices. Matrix System says the app will allow customers to have access to the latest formulas and updates. David Brunori, Executive Vice President/GM at Matrix System, stated: “Matrix System is committed to providing our customers information using state of the art technology. With the introduction of AccuShade Mobile, our customers will have access to colour formula information 24/7 in ‘real time’. This will translate to saving time and increasing their productivity.”

34 collision Repair collisionrepairmag.com

The Collision Repair magazine Refinish and Coatings Survey queried respondents from across Canada to determine how professionals view and use coatings. Nearly 200 responses were received from across the country. As can be seen in the graph labeled “Average Number of Cars Painted Per Month,” nearly half of all the responding facilities paint fewer than 50 cars per month. Unsurprisingly, the

PAINT CENTRE

PRO-SPRAY Pro-Spray Automotive Finishes has introduced an alternative for meeting low basecoat/clearcoat VOC requirements; the new Pro-Spray 3.5 VOC Solvent Basecoat System. “This system is a viable option to waterborne basecoat in VOCcompliant markets, and is an affordable choice for walk-in and nonwaterborne collision repair shops,” said Tom Gardner, Director – Business Development. “It utilizes existing Pro-Spray products, so it doesn’t require a major investment.” For example, the system uses Pro-Spray solvent toners and The new Navigator system new low-VOC binders, activators and thinners. The compliant from Pro-Spray. basecoats can be used over Pro-Spray 2.1 VOC sealers and 2.1 VOC primers, and topcoated with any Pro-Spray 2.1 VOC clearcoats. Pro-Spray says these compliant basecoats also offer an improved formula featuring a new binder-tocolour ratio for optimized coverage, sprayability and colour quality. Also new from Pro-Spray is the Navigator precision colour selection system, providing more than 5,100 of the most popular domestic and import colours, organized by family. According to Pro-Spray, one of the advantages of the Navigator system is that what you see is what you get. “Combine the Navigator with the 282,000 formulas in the Pro-Spray PaintXpert software and you’ve got an easy-to-use, powerful set of tools that delivers satisfaction to customers all over the world,” said Laura Yerkey, Marketing Manager for Pro-Spray Automotive Finishes.” Navigator uses large chips sprayed with actual Pro-Spray paint to ensure a perfect colour match to both waterborne and solventborne systems. All formulas are available on Pro-Spray PaintXPert colour software, and a retractable mesh cover helps protect the chips.

“Our Focus is Spray Booth Filters!”

Sherwin-Williams Some of the biggest news from Sherwin-Williams this year is the new integration of Mitchell’s RepairCenter with Sherwin-Williams’ Formula Express Formula Retrieval System. The upshot is that Formula Express automatically transfers costs back into RepairCenter. This provides more accurate overall costs, and allows you to invoice for the true costs of the paint used. This simple fact removes “rule-of-thumb” costing from the equation when it comes to paint materials. No more estimating, no more averaging the year’s cost. The integration of these programs allows the true, accurate cost of paint materials to be passed on to the customer. Dan Duic is the president of MPX Data Systems, Mitchell’s distributor for Ontario. He notes that the integration may offer cost savings in addition to true materials invoicing. “It means no more fudging of numbers. For the first time, you have real data,” said Duic. “However, it also makes it impossible for a painter to mix paint that isn’t needed. The painter simply cannot mix unless its costed to a repair order. The painter

number of facilities decrease fairly steadily as the number of cars are increased. More than half of all respondents have been with the same paint company for at least a decade. However, this does not mean Canada’s repairers are unwilling to switch paint companies. Of those surveyed, 66.7 percent have switched paint companies at some point in their history. The most common reasons given for making the switch were poor quality products and poor

mixes what’s called for and records it.” Daryll O’Keefe is the Ontario Region Manager for Sherwin-Williams Automotive Finishes. He says that this is something customers have wanted for a considerable period. “We always look for opportunities to add value,” said O’Keefe. “We’ve been hearing about this idea for a long time. Now it’s finally happened. It was very fortuitous that these programs were similar enough so that the interface could be programmed without too many hurdles.” Also in 2011, Sherwin-Williams held its first Vision Group meeting. More than 20 collision professionals from across the country attended the two-day session at the Fairmont Pacific Rim Hotel in Vancouver. Topics included discussions on lean culture, performance appraisals and collision repair trends from an insurance segment perspective, as well as open forums on “what keeps shop owners up at night.” Guest speakers included Ken Boulton of Dominion Insurance Company and the group was moderated by Elainna and Mike Sachire from Square One Systems.

service, either at the manufacturer level or the jobber level. Finally, we come to how important repairers feel certain items actually are. Respondents were asked to rate the relative importance of the following items on a scale from one to five, with five being the most important. The numbers shown are an aggregate of all responses. In other words, if one person answered “5” and another answered “1,” then the total would be 3.5.

• • • •

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january 2012 collision Repair 35

TRAINING

The

Next Generation New equipment and a revitalized curriculum are ready to go at Father Lacombe high school.

Ryan McLennan, a teacher in Fr. Lacombe High School’s auto body department, in front of the school’s new paint booth.

By Yvette Bochar

ve r t wo ye ars a go, t h e teachers in the Auto Body and Fabrication program at Father Lacombe High School in Calgary found themselves facing a difficult decision: Invest in new equipment, or shut down. Rejecting the latter, they had to ask themselves some serious questions: How can we encourage the younger generation to pursue a career in the auto body field? Achieving this, how can we better equip them with the tools they will need to succeed in today’s industry? The answer was a brand new painting booth, paint system and mixing room with safer, higher quality materials, such as waterborne paints and new masks. It also includes a revitalized and up-to-date curriculum that is even more comprehensive than the already in-depth program in place, and a reinvigorated staff that is eager to bring more students on board. The priority of Fr. Lacombe’s department is to give students the preparation and the confidence they need for “getting in the door and moving ahead early,” says Ryan McLennan, a teacher in the department. Experience is key, and with the right technology and training, students can gain the experience they need to get a head start in the industry. A major investment on the part of the Calgary Catholic District School Board (CCSD), McLennan is confident that they will see their money’s worth once the department is open for business by mid-October. McLennan insists that “with the new booths, we’ve definitely seen some eyes open.” It’s even sparked an interest in the renovations themselves. As students watch

the department being transformed before their eyes, they’re not only gaining a greater appreciation for the new equipment they’ll soon be using, but also for the other skill-sets that are involved in making this transformation happen. McLennan, along with the workers in the facility, are excited to see the students gathering around to watch and ask questions about the work involved in the renovations and installations. And they’re not the only ones who are excited. These improvements have other heads turning in the industry as well. “The school has made a commitment to bringing up that side of their program,” says Ryan Bellows from the Calgary branch of CanadaCarColor. Sharing the view with McLennan that it is important to encourage youth to enter the field, Bellows wanted to recognize this commitment and “show them that the industry supports the effort they’ve made.”

36 collision Repair collisionrepairmag.com

At the end of the month, Bellows himself will be talking to the students about his own career in the field, his experience and how the industry itself has changed over the years. Like the staff at Fr. Lacombe and the CCSD, Bellows is committed to encouraging more students and providing them with better support. Ideally, he would like to see more students recognized for their hard work and commitment by receiving greater financial support to fund their studies and, more importantly, their first sets of tools. For students and apprentices, “this recognition gives them more to strive for.” Bellows explains that it was with this goal in mind that CanadaCarColour and PPG teamed up to establish the Canada Car Colour/PPG Refinish Award for students at NAIT. In its second year, this $500 bursary is presented to one student at the end of each of the three courses within the Auto Body Refinisher Apprenticeship Program.

TRAINING

Bellows is excited to be a part of the action at Fr. Lacombe, and plans to continue to contribute his experience, expertise and time “as long as they are new faces” to talk to. McLennan is already working on ensuring this. While he rarely found himself actively promoting the field in the past, he is now “pushing it and selling it” by making students more aware of the opportunities that lie ahead. When speaking with his students, he emphasizes that there is good money to be made with the right skills and the right attitude. The cost for a custom paint job can easily cost $40,000 minimum. The income for a skilled painter can reach $100,000 to $150,000 per year. With painting being one of the more popular areas in the industry, students stand to enjoy some serious benefits from their skills. This message isn’t lost on McLennan’s students. Current and former students alike are enthusiastic about the changes being made and the opportunities that are becoming clearer. Many of former students return to help out in the shop and meet the new batches of students joining

A new mixing room is part of the upgrade at the school.

the program, and they themselves “notice the difference,” McLennan explains. Whereas the program “would be lucky” to perform a complete restoration within two years, McLennan now expects faster turn-round times with the new equipment. In the old booth, only two people were able to work together at a single time. The new booth can accommodate up to seven people. “We’ve come miles,” McLennan says.

The department has always had a great program, and McLennan explains that during the three years that students are studying and working, they generally “put in a lot more [time] than a first year apprentice.” The restoration process is taught in great depth, beginning with a complete stripping of all panels, moving into metal work, welding and body fill and prep, and finishing with painting. “You have to teach it right…baby step by baby step,” McLennan explains. With such extensive instruction and experience, it’s no surprise that there is talk of a first year apprenticeship program at Fr. Lacombe. With the waiting game almost over for the unveiling of the new facility, McLennan is happy to be a part of the department. Having taught at the school for five years, and worked in the department two years prior as an assistant, McLennan admits, “It’s a great job.” With the support of the school board, the students and the industry behind them, Fr. Lacombe’s Auto Body and Fabrication program is certain to enjoy a worthwhile return on its investment. CRM

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Prairie Provinces: Prairie Alberta Booth & Bodyshop Equipment Call Stan Barlow at 1-866-433-6321

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january 2012 collision Repair 37

industry trends

Parts Choice Impact Looking beyond the percentage of part types. By Greg Horn

oth the Canadian collision repair and insurance industries have traditionally looked at the percentage of parts dollars spent by part type to assess optimal parts dollar savings, using it as the de facto way to measure parts use performance. However, if you use this metric, you can come up with some false conclusions looking at the percentages only. Take the following scenario of a typical estimate for example. You spend $1,000 on all parts for an estimate, $200 of which is for a used door. This would put your percentage of parts by part type at 20 percent used parts use ($200 divided by $1,000). However, let’s say you find a used door for $100, which would bring your percentage of parts of parts dollars for used parts down to 11 percent ($100 divided by $900) even though you still only have one used part on this estimate. When you consider that many OEMs are expanding price matching programs, the problem with the percentage of dollars metric is magnified. With this in mind, I introduced a second scorecard metric in the Mitchell Industry Trends Report to help better understand the impact of parts choices. When we look at the number of parts by part type for collision claims an interesting pattern develops. While the number of OEM parts

Figure 2: Collision estimate parts use

Figure 1: Collision estimate cost breakdown 3,500.00

3,000.00

2,500.00

2,000.00

1,500.00

1,000.00

500.00

0.00

1 0

Qtr 1 Qtr 3 Qtr 1 Qtr 3 Qtr 1 Qtr 3 2009 2009 2010 2010 2011 2011 Avg Gross $

Avg Part $

Avg Labor $

Qtr 1 Qtr 3 Qtr 1 Qtr 3 Qtr 1 Qtr 3 2009 2009 2010 2010 2011 2011 Parts Aftermarket

Parts LKQ

Parts Non-New

Parts New

decreased in Q3-2011, the performance of other parts did not increase to offset that decrease in OEM parts use. This occurrence is in contrast to the percentages of parts dollar by part type data, which suggests parts substitution is occurring. When in fact what we are actually seeing is a

decrease in overall parts use from Q1-2011 to Q3-2011. Figure 1 tracks the average gross repairable severity for Canadian collision losses, as well as labor and parts that make up that severity, illustrating that overall spending on parts decreased—driven by a reduction in the number of OEM parts.

38 collision Repair collisionrepairmag.com

industry trends

This phenomenon of overall spending decrease in turn led to the decrease in average collision repair severity in Q3-2011, although it did not affect the severity of the third quarter results for 2010 or 2009.

Figure 3: Comprehensive estimate cost breakdown 4,500.00

Comprehensive claims, which are more susceptible to hail claim volume driving periodic performance, exhibit the same phenomenon of a reduced number of parts purchased in the third quarter of each year, during the heaviest hail claim activity. Interestingly enough, purchases of all part types are reduced when looking just at comprehensive claims, but only when new OEM parts were reduced when looking solely at collision claims.

4,000.00

Key Takeaways

3,500.00

This data re-affirms that comprehensive claims—both traditional and paintless dent repair—are labor driven and therefore more profitable. In the case of collision claims, however, some unique characteristics seem to be driving the reduction of OEM parts only in the third quarter of this year. Once we get beyond the cosmetic parts of a vehicle, alternate part types—with the exception of used parts—become less of an option in parts replacement.

3,000.00 2,500.00 2,000.00 1,500.00 1,000.00 500.00

Additionally, in collisions with reduced impact speeds, more sheet metal parts become repairable at a lower hourly repair need. For example, at higher impact, a door may need to be replaced, with the repair incurring the cost of the door part plus labor to change out the door and hardware. At lower impact, the labour to repair may be all that is needed and could be similar to the labour time needed to replace a door. In that scenario, you would likely see a reduction in parts cost but no reduction in labor. Therefore, a reduced speed of impact can drive a reduction in the number of OEM parts required to repair the damage. CRM

Greg Horn is VP of Industry Relations for Mitchell, and the Editorin-Chief of the Mitchell Industry Trends Report. He can be reached at greg.horn@mitchell.com.

0.00 Qtr 1 Qtr 3 Qtr 1 Qtr 3 Qtr 1 Qtr 3 2009 2009 2010 2010 2011 2011 Avg Gross $

Avg Part $

Avg Labor $

Figure 4: Comprehensive estimate parts use

7 6 5 4 3 2 1 0 Qtr 1 Qtr 3 Qtr 1 Qtr 3 Qtr 1 Qtr 3 2009 2009 2010 2010 2011 2011 Parts Aftermarket

Parts LKQ

Parts Non-New

Parts New

INDUSTRY EVENTS

Custom l Coo

SEMA brings the heat in Las Vegas.

By Yvette Bochar

our days, 35,000 square feet of new products, dozens of custom cars and tens of thousands of domestic and international buyers. Held at the Las Vegas Convention Center, the Specialty Equipment Market Association (SEMA) Show is one of the most exciting trade events of the year in the world of automotive specialty parts. Since hosting a modest 100 booths at the first event in the late 1960s, the SEMA Show has been accommodating an impressive average of 2,000 exhibitors in recent years. An opportunity to check out the latest innovations, stay up to date on industry trends and do some actual networking in the industry, the SEMA Show is top priority for many. In 2010, the SEMA Show attracted over 60,000 domestic and international buyers, introduced 1,500 new products, and held over 50 free educational seminars and product demonstrations. Attendees at this year’s show had access to numerous free conferences and seminars that discussed a broad range of topics relating to online and traditional marketing strategies, business development, sales solutions, and customer service. Several other “pay-to-attend” sessions were also offered.

 Above and bottom left: The show floor at SEMA offers more than just new products. In many ways, it’s a combination show-and-shine and custom car event.

 Bob Leibel and Serge Le Blanc of Sherwin-Williams.



Tom Gafford of Guidepoint Systems.

 Celebrity designer and host of Overhaulin’ Chip Foose signs autographs at the BASF Glasurity 90 Line booth.

40 collision Repair collisionrepairmag.com

INDUSTRY EVENTS

 Billy Roche of Col-Met Spray Booths.

 Gloria Mann of Colllision Repair magazine and Mark Hebbeler of Anest Iwata.

 Darryl Simmons of Collision Repair magazine and Don Jensen of Mo-Clamp.

 Jonathan Barrick and Ronnie Guindon of Global Finishing Solutions at the GFS booth.

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lready made the move! hops a s e s The Maaco Markham

In an interview with Society of Collision Repair Specialists (SCRS) Executive Director Aaron Schulenburg during this year’s show, Rich Evans of Rich Evans Designs and Huntington Beach Bodyworks spoke about the future of the collision repair industry, emphasizing the importance of technical training and professional mentoring for both individual and company-wide success. Evans also noted the need for businesses to implement efficient processes to improve time management and maintain

consistency in the work produced. The award for best new Collision Repair and Refinish Product was brought home by Eagle Abrasives Inc. in recognition of its Super Assilex sanding system. Runners up included the Like90 Turbo Pad for Bumpers, part of Valvoline’s Plio Grip repair and bonding system and OPtiFlex 2 by Gema. SEMA 2012 will take place October 30 - November 2, 2012 at the Las Vegas Convention Center. For more information, please visit semashow.com. CRM

Why Convert? Maaco Canada average store volume = $1 Million PLUS Half of Maaco’s Canadian locations average to 12% net profit and $1.4 million in sales Maaco has a Canada-wide CSI of 97.4% (CSI Complete) Maaco services 500,000 customers per year in North America

 PPG’s booth—designed as retro body shop Johnny O’s Collision & Customs—drew crowds with new paint products, show cars, motorcycles and custom-painted hoods.

Existing Maaco banner program participants include: John Gibbons Kia and Brock Ford Sales & Automotive.

Now It’s Your Turn. CALL

january 2012 collision Repair 41

women of the industry

By W. Mike Dineen

For Ellen Paquette drive, passion and education are the tools of success.

o speak with Ellen Paquette—Manager of Carrosseri Demers ~ CSN of Gatineau Quebec—is to meet a genuine enthusiast for the industry. As the first female manager of a collision repair facility in the Gatineau area, when asked what attracted her to the collision repair business, Paquette’s answer echoes the enthusiasm of a childhood passion: “I like to work on cars!” Paquette, a fully licensed paint and body mechanic, confesses to enjoying the challenges of getting to know new models—Honda, Toyota, GM are among her favourites. As a child, Paquette found herself with five babysitters: her brothers. They placed the tools in her hands, and like one of the boys, Paquette found her hands getting dirty with the rest of them. So often in childhood, before the template of gendered expectations predetermines many of our pursuits, Paquette found herself genuinely enjoying cars—and that interest stuck with her through to adulthood.

“You meet the nicest people by accident.”

Upon completing her first stage of auto mechanics at Algonquin College in 1993, Paquette set about in search of a place to begin her apprenticeship. However, the search quickly proved to be more difficult than expected. It came down not only to locating a facility accepting apprentices, but finding a mentor who, as Paquette aptly describes it, “believed in me.” Through determination Paquette found Gerry Loiselle, of Hawksbury Belanger Chevrolet Oldsmobile, where she apprenticed for the next seven years. In 2000 Paquette was the first woman to compete in the annual GM Grand Master Technician Competition in auto body repair, held in Ottawa each year. The one-week competition—discontinued in 2006—provided technicians with an opportunity to showcase their skills in a positive, competitive environment. 42 collision Repair collisionrepairmag.com

Ellen Paquette with manager Joe Frangione.

Paquette has worked with Capital Collision ~ CSN for the past two years, being promoted from Assistant Manager to Manager of the company’s Quebec branch for the past six months. Joe Frangione, general manager of Capital Collision ~ CSN, speaks with high regard of his employee: “Ellen is great at what she does! She holds the highest level of certification with I-car.” On a typical day, Paquette is responsible for eleven employees. She takes great pride in her ability to perform exceptional customer service, providing her own personal touch to the way she meets and greets customers. “Ellen is phenomenal with the customers,” Frangione says enthusiastically. Paquette endeavours to allay much of the intimidation some customers experience upon entering a collision repair facility. “You meet the nicest people by accident,” she confesses—pun intended. Paquette’s energetic personality is ripe with confidence and trust: “I walk customers through every step of repairs to gain trust and confidence.” Indeed, Paquette’s trustful personality and abilities have made her a sought-after commodity by employers and created a small fan-base of customers. When moving from her previous position to the current one, Paquette describes: “One customer even sought me out on Facebook to find out where I’d gone.” Paquette would like to encourage more women to explore non-traditional trades. CRM

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

point blank with piercey

ButcherShops Seriously, what is wrong with you guys? By Sam Piercey

n the past few years I have been asked to look at and repair a number of comebacks. Lately, I am seeing several a month that just blow my mind. These cars are coming from “shoemaker” shops that either don’t care about doing things right, or simply don’t know how. They just don’t get it. Well, they will get it when someone dies or gets injured. But why don’t they get it now? It’s because they are looking at how much they can save (steal, really) on the

just want to make a buck, and it doesn’t matter to you if you cheap out and endanger the customer. Why not just get out of the business while you still can? Do us all a favour and sell out, or at least close your doors. You don’t belong on this planet, butcher. Why do you do this? If it’s because you don’t care, then just go home, take an overdose and do the industry a favour. You and your butchers make me sick. Believe me, I tell everyone I can just who

They will get it eventually, when someone dies or gets injured.

This is a BMW we got in recently that was originally hit in July. This is having to be redone, a new aluminum inner structure now needs to be replaced, and the car was still twisted and damaged. At this point, the customer has been without a car for 18 straight weeks. It’s costly to the insurance company and the customer. Oh, and we have none of the parts that were removed. It came from the first shop that way.

repair, and short change the insurance company and screw over the owner of the car. There may be some shop owners reading this that run their shops this way, and I’d like to address them directly. Do you get a rush from a butcher job that your techs call a safe repair? Shame on you. Have you invested in the new equipment you need? No, of course you haven’t. You 44 collision Repair collisionrepairmag.com

you are, and how you and your staff did a piss poor repair. You need to spend some green and get some training, moron. I shouldn’t blame your techs, because really you’re the one who is responsible. If you’re paid for new parts, then use new parts and do everything else needed to make the car safe. Take a long, hard look at what your people are doing, and correct the improper repairs and parts. If you don’t, you will eventually hurt or kill someone. When the Grim Reaper comes for one of your customers, the fact that you saved a couple of bucks isn’t going to be much consolation to their family. Stop saving deductibles so you can shortchange the insurers and load the car up with junk instead of replacing the parts with the right parts. Shame on you and your operation. Hear me now and take heed. If you don’t, eventually the Grim Reaper will get you! CRM

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

who’s driving?

corebeliefs Do they match up between employers and staff?

By Jay Perry

recent study titled ”National Governance, Culture and Leadership Assessment” dealing with continuity of beliefs throughout companies found a huge difference between what bosses believed and what their underlings believed. This had to do with the values of the companies and how those companies were structured, top-down versus self-governance. This is important to us as we develop businesses that are modeled on lean principles which are self-governing. The study found that how we do business matters as much as what we do. The study showed a large disconnect between what upper management thinks of how things are inside the company and the reality the workers

That is why it is important that a greater emphasis be placed upon internal communication. As mentioned in other articles I have contributed, the picture inside your head needs to be explained, fully so other people will understand it, especially in matters of values for the company. Great amounts of constant energy have to be expended in helping underlings “see” the vision.

Teach Values

I have a client that highly values having fun at work. They ran into the challenge of teaching people the balance of having fun while being productive, you know, work hard – play hard. That attitude is not something that many workers show up at the door fully comprehending.

Vision must be shared and repeated at every opportunity. hold. An example was given of how inspirational the company is to the people there. More than a quarter of the bosses (27 percent) felt the company was inspirational. To me that was surprisingly low, but the reality of the employees was that only 4 percent of them were inspired by their company.

Difference of Opinion

Another aspect measured was how rewards were viewed. 41 percent of bosses felt they rewarded performance based on values – as opposed to just financial results – whereas only 14 percent of the workers felt that way. What a tremendous difference of opinion on the same subject! As mentioned above, the adaptation of lean principles in business today succeeds on the premise of self-governing or empowered workers. This is easy to see when shops operate fully on the team-concept, job-share, diagnose and solve problems at the field level. If there is a disconnect like the study shows within an organization that strives toward the lean model, it is going to have a very difficult time in reaping the rewards of efficiency that lean processes can provide.

Your workers came from a different place than where you are today. Whether they physically came from another business or you have grown and thus changed, the company you are in is not the same as what they are used to. This means that the vision must be shared and repeated at every opportunity. Our staff cannot hear often enough where we are going and why it is so important to go there. So do you hold quarterly all-company meetings where that vision is shared? Do you look for people doing things right inside the company and acknowledge them for their support of the values of the company? Do you hold daily meetings with a portion of the time dedicated to what we can do better today? These are the communications that can keep you the one who’s driving. CRM

Jay Perry is the founder and owner of Automotive Business Consultants (ABC), a performance coaching company specializing in the automotive service industry. He can be reached via e-mail at jayperry@a-b-c-inc.com. january 2012 collision Repair 45

prairie view

Keycommunication If we don’t start to talk, we can’t meet our challenges. By Tom Bissonnette

t’s pretty simple. When people stop talking, relationships fail. One of the amazing things that the Canadian collision industry has going for it is the Canadian Collision Industry Forum (CCIF), a place where stakeholders can meet three times a year and – talk! I cannot imagine how we would deal with the challenges ahead without CCIF. Is it perfect? Hardly, but where else does every stakeholder have an equal voice on issues of concern to the collision industry? It amazes me that a lot of key shop owners and insurers decide, for reasons unknown to me, not to participate.

Stay on Top

This past year I have met so many young new faces at CCIF and the response I get from these folks is encouraging, to say the least. Many of them have made a commitment to start attending these meetings on a regular basis because

Cares

they understand that they can have some input on the future of the collision industry and have their voice heard at these meetings. The next big challenge for our industry will be one of sustainability for shops that are ill prepared to deal with the increasing complex technology that manufacturers are building into their new cars.

What Collisions?

I talked about this in my last article, where I provided a simple five point checklist of key issues that shops need to address – and that is just for starters! Did you know that General Motors expects to have “Self Driving” vehicles on the road by 2020? Don’t laugh. Did you know that farmers in Saskatchewan don’t even have to drive their air seeders and combines anymore? Today, in our province, machinery with sophisticated GPS systems track the field far better than any human could do. They don’t get tired, and they don’t get lazy or sloppy. I

Assured Automotive

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

Staff Appreciation At Assured we believe that our staff is the key to our success. Assured recently hosted a Staff Appreciation Event to recognize various Assured Facilities and their staff who met or exceeded their strategic business goals. Assured maintains that we are in a Performance Based Environment and we must perform. To this end, Assured honours our staff for their commitment to the collision repair industry and for their dedication and contribution to Assured Automotive.

assuredauto.ca

“ t r a i n iinngt oi sd aeys’ ss ei nn dt iuaslt r y 46 collision Repair collisionrepairmag.com

”

prairie view

know guys that set the equipment on auto and go to sleep as the machine glides through their fields!

Building Blocks

A lot of cars already have GPS, sensors, cameras and wireless technology, and manufacturers are already using them in applications like lane-departure, crash-avoidance and navigation systems.

you want your customer’s vehicles going to just any old body shop? If you are an OEM manufacturer, who will you let fix your high tech products? These are some of the questions we will be talking about at CCIF in the coming year. We have already identified a number of key speakers for our next meeting in Toronto on January 28, 2012 and this meeting is looking to be one of the best ever. If you

will increased use of accident avoidance systems star to eliminate most collisions? They make the car a bit safer, for sure, but they could also serve as the jumping off point to building vehicles that operate entirely on autopilot. That’s not as far off as we might like to think. What does that mean for collision shops in the future? Will increased use of these “accident avoidance systems” start to eliminate most collisions? If they don’t, will you and your techs be able to get the information that you need to properly repair these vehicles? Will you have a staff that is trained to understand this technology? If you are an insurer, do

plan on being around in the next five to 10 years, I would recommend you join us as we look for solutions and communicate with our fellow stakeholders. Come on out to the next meeting. Let’s talk and be a part of the solution. CRM

REPAIR

MANAGE

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

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january 2012 collision Repair 47

After NACE/SEMA 2011

By Vince Filice, info@filcoinc.com

First of all I would like to thank all those people who visited us at the SEMA Show, it was much very appreciated. Interesting questions were brought up by visitors on topics such as energy efficiency, shop production revenues and costs, European booths, certification and future innovations to come. Oh, by the way! Let me begin by saying that “There is such a thing as a CSA-International listing.” The Termomeccanica products, both in Canada and the United States, are one of them. I should know, it cost me a bundle! Just visit the CSA-International site for confirmation. It’s public information. Now that we’ve got that out of the way, let’s talk about serious stuff! EUROPEAN BOOTHS There are lot’s good booths in the world, and we all agree that when it comes to the auto industry, we in North America have a long way to go to catch up to the Europeans. The quality and technology is indisputable when it comes to spray booths. Without taking anything away from the NACE or SEMA Shows, those who have gotten out of North America, and seen what’s out there beside pretty girls and hot rods, definitely knows what I’m talking about. Waterborne is just an example. Europe has been using these products for over fifteen years now. Quality control is like none other, and changes go through Europe first. Spray booths and the way we do things will change dramatically in a few years. I will talk about this in the near future.

ERS This stands for Energy Recovery System. It’s a system which can reduce your heating and electrical costs by up to 50 percent. This system works sort of like a car radiator, which “inter crosses” the air coming in with air going out, without the two air streams actually making contact with each other. This reduces the inlet air temperature, thus minimizing the amount of air to be heated. For example, -20°C air inlet without ERS, you need to heat -20°C air. With ERS, -20°C becomes roughly -10°C and this is the air you need to heat. Maintenance is very minimal and the price is worth the investment over a few years, depending on the shop’s volume.

Air Lines Another important issue is the air line. This can be the cause of many problems you have been experiencing. We suggest a proper air dryer installation as well as a complete air line flush to exterminate any contaminants in the air line. We also suggest replacing the entry line leading to the spray booth with a quick, “do-it-yourself” assembly all in aluminum.

WATERBORNE ACCESSORIES

PRODUCTIVITY ANALYSIS A precise analyze of your body shop productivity by comparing it to some benchmarks of the industry. Square footage, average hourly rate billed, actual business volume and number of technicians are taken in consideration.

There are many accessories out there, but few do the job well, from air conic diffusers to fixed fans. We’ve done tests on all of them, and we think that if you choose a movable, versatile air movement system, this would probably be your best bet in production costs, and they usually cost less than $5000.

BODY SHOP PLANNING A good shop lay-out is crucial to maximise productivity. A good production flow will reduce cycle time and optimize business volume.

EXISTING SPRAY BOOTH Investing in a spray booth that is over 20 years old is questionable. Reduced electricity and gas consumption should be taken in consideration in acquiring a new booth. Increased production is another factor that should be considered against the purchase of a new booth.

FUTURE...

Distributing throughout Canada and the United States!

In the next issue, we will talk about a new system that will increase production time, reduce emissions, and decrease energy costs.

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Stay tuned ...

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Contents

magazine

Auto recyclers support “Movember” By Yvette Bochar

Having sported his moustache for 42 years, Ed MacDonald’s participation in Movember 2011 was inevitably going to be very different from that of other “Mo-Bros.” Rather than shave his well-maintained ‘stache on November 1 and grow a new one in support of researching cures for prostate cancer, the owner of Maritime Auto Parts in Nova Scotia is holding out for a goal of raising $25,000 before he picks up a razor. MacDonald is not only the captain of the Automotive Recyclers of Canada’s (ARC) Movember Challenge, but he is also being heralded as the event hero. Brigitte Pesant, Director of Business Development for the Automotive Recyclers of Canada, is very excited about MacDonald’s participation. “He is our driving force and motivation,” she says. Pesant is anticipating that MacDonald’s unique take on the annual prostate cancer awareness campaign will help to build Movember-momentum across the country, inspiring other ARC members to either join the team and sport their own moustaches, or donate to the team to help it reach its $25,000 target. “Most people have never seen me without a ‘stache, so that’s cool,” says MacDonald. “I really don’t even remember myself without a moustache.” A founding member of ARC, MacDonald has a close relationship with the organization. While speaking with Pesant earlier in the year, they mused about MacDonald raising money by promising to shave his facial hair rather than grow it. “It started off as Brigitte and I speaking one day about Movember, and we were

Ed MacDonald and his son Andrew. This picture is a good indicator of just how long it’s been since Ed MacDonald has had his bare face hanging out. That baby is now a mechanical engineer with Toyota.

thinking, ‘What if I shave it off?’” he explains. MacDonald’s own son, Andrew, has been a long-time participant in the Movember campaign, a fact that he is proud of and a new experience that he is eager to share with his son. “It really is quite unique,” MacDonald says of the challenge. “And I’m hoping at this point to do a father-son shave-off.” Friendly and humorous to speak with, MacDonald is sincere about his participation and serious about the cause he is promoting. He emphasizes that it is our responsibility as survivors to help find a cure for cancer, whether it be prostate or ovarian or breast cancer. “I really do have a lot of friends who have dodged the bullet, and a lot who didn’t,” he explains. “It’s a tragic reality.” However, he is hopeful and – like Pesant – very positive about ARC’s ability to reach its $25,000 goal. “We’re pretty excited about trying to get as much information out as possible,” he says. “We’re really trying, we’re really reaching to get $25,000 for ARC, and to do so, we’ve put this creative

News.............................................51-55 ARA Awards, Movember, Mitchell’s new salvage solution, Standard Auto tour and more. Recycling column.........................56-57 Our Legacy by David Gold

Pickering High students tour Standard Auto Wreckers Standard Auto Wreckers recently hosted a large group of students from Pickering High School at its Toronto facility. The students themselves were drawn from transportation classes and photography classes. It’s obvious why a transportation class would want to visit an automotive recycler. They’re there to learn more about how auto recycling works, and to examine more of the options that are available when it comes to sourcing parts. The photography class, on the other hand, was there seeking a different atmosphere and a different venue in which to learn their craft. Students were treated to a full tour of the operation. They wanted to see everything, and that’s just what was provided. They went from Continued on page 52.

Photography and transportation students came together recently for a tour of Standard Auto Wrecker’s Toronto location.

Continued on page 52. january 2012 collision Repair 51

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Continued from “Ed MacDonald to shave ...” on page 51.

Continued from “Pickering High students...” on page 51.

twist on it because, as I’ve said, most people have never seen me without a ‘stache.” Pesant is working hard to get the message out nationally and encourage other ARC members to participate. “At this point, it’s not about starting on November 1st, it’s just about joining the team, volunteering your time, and participating in the fundraising,” she explains. If the $25,000 mark is hit by the month’s end, ARC’s Movember Challenge will culminate with a visit to the barbershop on November 30 where MacDonald’s 42-year-old moustache will meet its end. With cameramen, friends and family in tow, this momentous event will be documented and posted on Youtube for MacDonald’s fellow ARC members across Canada. Pesant is confident in ARC’s ability to reach its goal, drawing on this September’s extremely successful Big Bike Event as an excellent example. Aiming to raise a modest $5,000 for the Heart & Stroke Foundation, OARA shattered this goal by bringing in an impressive $17,450. Pesant’s confidence also comes from her observation of a major,

fluid evacuation, learned how parts come in and how they’re evaluated, how vehicles are brought in and exactly how those vehicles are dealt with. It was a golden opportunity for the students, but Standard Auto Wreckers perceives a benefit to the industry as well. “It’s an opportunity not only to show people what we do, but to educate students about the realities of modern, legitimate auto recycling,” says Yasmin Towheed-Whittle of Standard Auto Wreckers. “They got a chance to see the actual economic value of used parts, and we got to show them how we protect the environment.” For more information on Standard Auto Wreckers, please visit the company’s website at standardautowreckers.com.

David Gold of Standard Auto Wreckers explains some of the ins-and-outs of automotive recycling to students from Pickering High.

though less obvious, driving force for Movember fundraising: MoSistas. Mo-Bros are the face of Movember, using their visible and often humorous moustaches to raise awareness, but Mo-Sistas are the women in their lives who dedicate the month to raising funds. MacDonald himself is excited and confident about the awareness and support that he and other ARC members can generate. Still, he expects that it will take some adjusting to get used to a clean-shaven look, and even finds himself wondering: “What have I talked myself into?”

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52 collision Repair collisionrepairmag.com

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i recycling news

Mitchell introduces integrated salvage management solution Mitchell has announced the release of WorkCenter Salvage 2.0, an innovative salvage management solution that helps carriers minimize the cycle time of salvage vehicles while maximizing their recovery value. The solution is fully integrated within WorkCenter, Mitchell’s end-to-end physical damage claims settlement solution that powers an insurer’s physical damage claims processing needs. Mitchell says that WorkCenter Salvage 2.0 integrates workflows and enables users to process assignments more quickly and monitor “on-the-ground” salvage inventory for direct cycle time savings. “Our mission is to deliver the best possible outcome, and to do so we put a great deal of passion into always improving insurance claims processing for our clients, every step of the way,” said Paul Rosenstein, Vice President, Product Management for Mitchell. “To

achieve positive recovery on low-value salvage vehicles and overcome inefficient salvage workflows that can cost extra cycle time days and higher disposition costs, insurers need consistent, realtime and accurate information delivered to them from an unbiased solution provider as part of their primary workflow. Salvage 2.0 provides this directly within WorkCenter.” WorkCenter Salvage 2.0 enables users to monitor, manage and track all salvage-related activities from one location. Data is transferred within WorkCenter automatically, enabling insurers to avoid manual rekeying. Users can select pools that best meet their needs by connecting to a network of more than 350 salvage yards. They can also request bids directly from a small group of buyers for lowvalue salvage vehicles for maximum efficiency gains.

ARA honours Canadian recyclers

OARA’s ARA Star Award for Affiliate Chapter of the Year.

The Ontario Automotive Recyclers Association and Lecavalier Auto Parts have received Star Awards from the Automotive Recyclers Association. The awards were presented during a gala event held during the recent ARA Convention in Charlotte, North Carolina. OARA was named Affiliate Chapter of the Year by the ARA. Lecavalier Auto Parts was honoured as Recycler of the Year. “Wherever we went in Charlotte, the Canadians were lauded for the

progress that we have made on promoting, defending, and enhancing the industry and its members,” says Steve Fletcher, Executive Director of OARA. “I am pleased to represent the association and all of our members should be proud of the role they play in making this association great.” For more information on ARA, please visit a-r-a.org.

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january 2012 collision Repair 53

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Parkway Auto Recyclers wins early bird prize in 2011 Switch Out contest

Trevor, Troy and Vic Generoux.

Switch Out has announced that Parkway Auto Recyclers have won the early bird prize for its 2011 collection contest. An article about the Kitchener, Ontario based company will appear in the 2012 print edition of Canadian Auto Recyclers Magazine. Looking at Parkway Auto Recyclers’ exceptional record in recovering automotive mercury switches, it is no surprise that they are the winner of the early-bird prize for the 2011 Switch Out contest. Parkway Auto Recyclers is now operated by Vic Generoux and his two sons Trevor and Troy. The grand prize draw for the Switch Out contest will be held in January 2012, so automotive recyclers still have time to qualify. Participants who send in their automotive mercury switches at least twice in 2011 will be eligible to win great prizes. If you have any questions about the Switch Out program or the 2011 contest, please contact Caroline Sturk at 416-922-2448 ext. 286.

Japan to launch automotive recycling innovation program Japan’s Ministry of Environment has announced that it will launch the “Auto Recycling Innovation Support Program” using its fiscal 2011 budget. This is designed to help build innovative auto recycling by making partnerships among various business areas, including carmakers, dismantlers and shredder operators. There are two target areas for the program. The first target area requires the Auto Recycling Innovation Partnership Program to involve multiple companies joining efforts to develop models for effective use of used parts and rare earths taken from end-of-life vehicles. In the second target area, participants in the Advanced Metal Recycling Technology Development Program will conduct research on technologies to take selected materials. The planned aid is expected to be between 10 million yen and 30 million yen per program title. This works out to between $130,000 and $390,000 CAD for each program title. The total budget is expected to increase to between 50 million yen and 80 million yen, or between $652,000 and $1,043,000 CAD, for the Advanced Metal Recycling Technology Development Program. Applicants to participate in the program are expected to come from Japan’s numerous automotive manufacturers and other private firms, universities, and administrative agencies.

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Carcone’s Auto Recycling receives business achievement award Carcone’s Auto Recycling has re c e i v e d t h e E n v i ro n m e n t a l Sustainability Award from the Aurora Chamber of Commerce. The award was presented and sponsored by Power Stream, the second largest municipallyowned electricity distribution company in Ontario. The award was presented for excellence and innovation in proactively protecting the environment while meeting business demands. The Aurora Chamber of Commerce

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says that Carcone’s Auto ReMichael Carcone, President of Carcone’s Auto Recycling, receives the award from Ted Wojcinki, VP of Engineering cycling was proven to meet Planning at Power Stream. the award’s criteria by having superb leadership qualities in energy conservation, environmental stewardship and pollution prevention, as well as fulfilling the “Green” organizational policy statement. Carcone’s Auto Recycling has been in operation since May of 1978. For more information on Carcone’s Auto Recycling, please visit carcone.com.

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january 2012 collision Repair 55

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Ourlegacy Recyclers must change with the times to survive. By David Gold

fellow auto parts supplier inspired me to write this article after I received a call from him the other day. He acknowledged to me that his business “lost money last month” because of the fierce competitive climate “we are all in these days.” His solutions to sustain the business longevity were many. He also advised me that he recently met with lawyers to package his businesses up for sale pending the outcome of these new tough business survival enhancements. Recyclers and repairers are in similar positions when it comes to the economic environment we work in. Everyone is demanding more for less. For many recyclers and parts providers’ part of our economic woes stem from bad debts incurred by customers who have gone under or are simply not current on their payments. It may also mean competition from cheap parts priced with no margin left for anyone to make any money Since it costs money to stay in business and be on the cutting edge of the latest in technology and equipment

it stands to reason that recyclers and collision repairers are going to need to charge the appropriate amount of money for their products and services to ultimately stay in business. Most of us have deep roots in the community and we love what we do, but times are changing and that means we cannot continue to operate in the same fashion we always have and expect future success. This may mean that recyclers won’t be able to search for low dollar parts as they often have a high return rate, and indeed are losing deals for us at best. In the case of my friend at the auto parts store, he has had to ban the practice of price matching. Operational costs such as local deliveries, shipping and handling, and packaging costs are more significant than ever before. To be the best at what we do, there will be costs associated and core, transportation and environmental charges that will need to be linked with each invoice for us to conduct business in the manner all stakeholders expect from us. Environmental fees used to

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be more about offsetting the costs of legally handling and disposing the fluids from the vehicles, but now it’s much more than that. Fundamental to our business survival is the acquisition of elaborate equipment, such as the environmental fluid de-pollution machine we just purchased for our operation. These machines cost in the hundreds of thousands. We all need to embrace these changes and appre-

i recycling

industry and it doesn’t help that we are not officially recognized and licensed. We’ll keep pushing for it. A well-run, profitable and long-standing business is one of the most important ways we can give back to our communities. We all have a legacy to carry on and we love what we do. We need to remember that it can’t all be about the price of our parts, but also about service, quality, guarantees and community spirit.

It doesn’t help that we are not officially recognized and licensed. ciate each other’s position and work together even closer to provide the most economically feasible repair. To be in business and just turn dollars does not do anyone any good and it is very important to not leave any money on the table anymore as costs are always being passed onto us. For example, the governments don’t feel ashamed of their obligations to introduce more fees and we can’t just be the recipient of all of these charges. Governments need to understand how strong the underground economy is and how it affects the legitimate auto recycler. We are in a highly competitive

I applaud each and every one of you that have withstood the pressure and stress of small and medium-sized businesses and have come to work every day to make it happen. Our families and employee’s families need and count on our businesses to be successful and profitable. CRM David Gold is the co-owner of Standard Auto Wreckers, an auto recycling facility with locations in Toronto, Ontario and Niagara Falls, New York. He can be reached by telephone at 416-286-8686 or via e-mail at david@standardautowreckers.com.

January 2012 collision Repair 57

last word

DI-why? You know what’s easier? Letting the experts do it. By Mike Davey

here are times when, although it’s definitely possible to do things for yourself, it might still be better to leave things to the professionals. I’m now firmly convinced that autobody is one of those areas. One of my legion of uncles needed to do some body work recently on a used truck that he needed to get safetied. Several members of my family immediately tagged me as a likely helper. On the surface, that makes a lot of sense. I’m not a licensed body tech, but I’ve sure got a lot of experience in taking photos of people fixing cars and then talking to them about it. You may be sur-

the rust with wire brushes. Going in, we knew that wouldn’t cut it, but we figured we would see how much we could take off without firing up the grinder. Looking back, I’m not sure why we thought that was a good idea. In any case, we eventually ground off all the rusted portions of the wheel wells, then attacked with the wire brushes again, followed by another wipe down. Those of you who experience it every day have probably gotten used to seeing fresh, shiny metal where only rust could be seen before. It’s a deeply satisfying experience for those of us who don’t get to see it on a daily basis. It’s

one of my legion of uncles needed to do some body work on a used truck. prised to learn that this experience doesn’t translate to actually being able to do the work. My uncle sure as heck was. The long and the short of this is that I agreed to help my uncle with his repairs. Just in case you’re having a heart attack from sheer terror at the thought of two untrained people trying to bring a car back to pre-accident using commonly available tools in someone’s driveway, then let me assuage your fears. We weren’t straightening a frame, there was no cutting and sectioning involved, no pillars were touched and no panels were removed. The problem was rusting front wheel wells. I figured we would be okay, because both of us have actually done this particular job before and nobody died. All it needs is a bit of grinding and a bit of rebuilding. After that, apply some fiberglass and epoxy, and it’s ready for painting. I figured we would be done in less than two hours, not counting drying times for the epoxy. Four hours later, I was forced to revise that estimate. Things went pretty well at first. We cleaned the whole area, picked off the loose bits of paint and metal, and then went after

the part that comes next that I’m not very fond of. There weren’t any holes in the actual inside of the wheel wells, so we got out of cutting templates and sheet metal to patch them. It was an exterior problem, so we figured we could just build up the wheel well a bit, and fiberglass over it. Fiberglass matting and epoxy hardener really is fantastic stuff. You can make just about anything out of it. Note that I said “you” because apparently the only thing I can make out of it is a massive mess. We did eventually get the job done. It looks ... well, it looks like two amateurs decided to do some body work in a driveway on a Saturday afternoon. The lesson here is that, while it’s possible to do some things yourself, it’s probably quicker and easier to let the experts do it. This applies to things like social media and web building just as much as it does to body work. CRM

58 collision Repair collisionrepairmag.com

Mike Davey is the editor of Collision Repair magazine. He can be reached at 905370-0101 or via email at editor@collisionrepairmag.com.

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