Bodyshop June 2010 by Annex Business Media

June 2010 www.bodyshopbiz.com

Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

CANADA POST CANADIAN PUBLICATIONS MAIL AGREEMENT #40069240

Plus:

Prep Material Tech Tips CCIF Report And More

2010 Bodyshop of the Year

Personal Trainers 427 Auto Collision ~ CSN is still busy learning after 35 years

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Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

contents

June 2010 l Volume 40, Issue 3

Features 10

PPG Conference Special Report Dealing with the generation gap, business solutions for tomorrow’s marketplace, and efficient repair planning were just a few key topics explored at the annual PPG MVP Business Solutions Conference.

Puttin’ On The Grits A perfect paint job is a tricky proposition, but it’s even tougher without the proper preparation regime. We ask two industry insiders for their top tech tips when it comes to the finer points of prep work.

A Photo Finish Final voting in the 2010 Bodyshop of the Year award was almost too close to call. We had so many fantastic entries this year that we decided to award five of them with Honourable Mentions.

Cover Story

Personal Trainers

We salute the team at 427 Auto Collision ~ CSN as the 2010 Bodyshop of the Year.

In Every Issue 4 6 24 26

Viewpoint News Products CCIF Report

28 29 29 30

Photo File Advertisers Index Internet Directory From the publisher

visit us at bodyshopbiz.com In the next issue: Waterborne Coatings and Beyond: Our Waterborne Industry Benchmark Survey; Banners Franchises and Networks: What works for you?; Spray Booth Retrofits; and more! www.bodyshopbiz.com l June 2010 l Bodyshop 3

Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

viewpoint

EDITOR J.D. Ney 416-510-6839 jdney@bodyshopbiz.com

The Tie-Rod That Binds For the last two years, the Bodyshop of the Year issue has been a brilliant experience here at the magazine. Don’t get me wrong—tackling issues facing the industry, covering conferences and events, plus providing our readers with the business, marketing, and technical information we come across is a privilege. But let’s face it, the last few years have been challenging for everyone; when if I don’t have to start any more articles with a sentence about the recession, and we all don’t have to live with the economy’s harsh realities, I’m sure we’d all be happier. But just as frustrations start to drag us down, this annual contest rolls around, and for at least a little while, I get to spend my days reading about people who have been nominated by their clients, suppliers, peers, and networks for doing what they do, and doing it exceptionally well, regardless of dour financial forecasts. While in any given year we can only name one top shop (and we couldn’t be happier to have the team at 427/ CSN Auto Collision as our award recipients for 2010), we received dozens of fantastic nominations from across the country, many of which would have been worthy recipients in their own right. However, the effect of carefully examining that stack of contenders, apart from essentially demanding that we devote at least a page or so for honourable mentions in this year’s edition, was to bring to the fore some striking commonalities among this year’s premier collision repair businesses. While few would have blamed small- and medium-sized business for shying away from training expenditures, taking a step back from their various industry commitments, or maybe saying “not this year” to the minor league baseball team, this industry’s leaders appear to be made of something special. Without exception, this year’s nominees shared details about community and industry en-

gagement, from charity barbecues, to playing host to other regional shops for specialized training courses, to sending staff to attend training and conferences across the country. It’s that sort of dedication to community, industry, and individual business—often, in that order—that I find so inspiring when nomination season rolls around. It clearly shows that while everyone has worries about the state of the economy, the lack of snow on the ground this past winter, insurance relationships, and even rates, at the end of the day the most successful shops are the ones that find a way to look past today’s transient tribulations, and focus instead on a much bigger picture. I hope that in reading the feature profile on this year’s winner, along with our selection of honourable mentions, you too can be inspired by their stories, by their efforts, and by their commitment to excellence. While not every shop across the country can precisely mimic their business model, there are some clear examples of best practices at play here that can certainly be moulded and adapted to your marketplace. On that note, we hope you enjoy reading about some of Canada’s top shops, as much as we’ve enjoyed learning about them. And, to all of this year’s nominees, thank you for sharing your stories with us, and I can’t wait to see what next year brings. B J.D. Ney, Editor jdney@bodyshopbiz.com

PUBLISHER Andrew Ross 416-510-6763 aross@bodyshopbiz.com SALES MANAGER Jay Armstrong 416-510-6745 jarmstrong@bodyshopbiz.com ACCOUNT MANAGER Jim Petsis 416-510-6842 jpetsis@bodyshopbiz.com PRODUCTION MANAGER Steven Hofmann 416-510-6757 shofmann@bizinfogroup.ca ART DIRECTOR Choo Hwee Kuan PRINT MANAGER Phyllis Wright CIRCULATION MANAGER Selina Rahaman 416-442-5600 ext.3528 CUSTOMER SERVICE Roshni Thava 416-442-5600 ext 3555 VICE-PRESIDENT Alex Papanou PRESIDENT Bruce Creighton

BODYSHOP is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd. 12 Concorde Place, Suite 800, Toronto, ON M3C 4J2 Phone 416-442-5600 Fax 416-510-5140 Subscription rates: Canada – $39.95 (add applicable taxes) per year, $62.95 (add applicable taxes) for 2 years, single copy $7.00. USA and all other foreign – US$61.95 per year. U.S. single copy US$10.00. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior written consent. US Office of Publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-1118. Periodicals postage paid at Niagara Falls, NY. US Postmaster: send address changes to Bodyshop PO Box 1118, Niagara Falls, NY 14304-1118. From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us via one of the following methods: Tel: 1-800-268-7742 Fax: 416-4422191 E-Mail: privacyofficer@bizinfogroup.ca Mail to: Privacy Officer, Business Information Group, 12 Concorde Place, Suite 800 Toronto, ON M3C 4J2 ISSN 0045-2319 Online 1923-354X Canada Post Canadian Publications Mail Sales Product Agreement No. 40069240 Return postage guaranteed. Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept. — Bodyshop Magazine, 12 Concorde Place, Suite 800, Toronto, ON M3C 4J2 We acknowledge the financial support of the Government of Canada through the Publications Assistance Program towards our mailing costs. PAP Registration NO.11024 Member of Member of Inc. Inc.

4 Bodyshop l June 2010 l www.bodyshopbiz.com

Association of Association of Business Publishers Business 205 East 42ndPublishers Street East 42nd Street New205 York, NY 10017 New York, NY 10017

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

news

The Time Has Come… A

fter years of debate and delays, the first major steps in the industry’s broad-based switch to low-VOC and waterborne paint products has taken effect this month. The prohibition on the manufacture and import of products with VOC concentrations exceeding the limits set out in the regulations came into force on June 19, 2010, and the prohibition on the sale and offer for sale comes into force six months from now, on December 19, 2010. For those in the industry who are still unclear on how the new rules affect their business, the Canadian government has offered a fact sheet which summarizes the key requirements of the regulations. Please note that this fact sheet is not intended to replace the

regulations; you can consult the final version of the regulations on the CEPA Environmental Registry website at: http:// www.ec.gc.ca/CEPARegistry/regulations/.

CARSTAR Wins 2010 Award of Excellence in Franchising CARSTAR Automotive Canada Inc. has been named the recipient of the Silver award in the 2010 Canadian Franchise Association’s (CFA) highly distinguished Award of Excellence in Franchising. The award recognizes excellence in franchise operations and celebrates the mutually supportive relationship between a franchise system and its franchise partners. CARSTAR’s Lisa Mercanti-Ladd and Matt Bell were on hand to receive the From left to right: Matt Bell, Training Manager award at the CFA National Convention and Lisa Mercanti-Ladd, Senior Director of in Mont Tremblant, Quebec. “This is truly a great honour for CARSTAR and Marketing & Client Services. our franchise partners,” says MercantiLadd, senior director of marketing and client services for CARSTAR. “Competing with other leading franchisors sets a higher standard for CARSTAR which results in improved services for our customers and insurance partners.” The CFA Award of Excellence has been presented annually since 1992. The winners are chosen based on the results of a concentrated and extensive survey submitted by CFA franchisor members and their franchisees. This year, over 30 qualified CFA member franchise systems participated in the awards competition. “Achieving this award is a testament to the vision, mission, and values CARSTAR holds true,” says Sam Mercanti, president and CEO of CARSTAR. “I am very proud of the hard work of our franchise partners and all our staff, most notably because the rating comes directly from our franchise partners. This award is a great achievement for us and shows how CARSTAR collision centres conduct business across the country —with excellence.” 6 Bodyshop l June 2010 l www.bodyshopbiz.com

Background information on the regulations is also available on Environment Canada’s VOCs in Consumer and Commercial Products website at the following address: www.ec.gc.ca/cov-voc.

First Maaco Conversion Opens

rock Ford in Niagara Falls, Ont., recently celebrated its grand opening as Maaco’s first conversion franchise in Canada. Maaco’s new collision centre franchise is in the Brock Automotive Centre, 4500 Drummond Rd., Niagara Falls, Ont., as a Maaco Collision Repair & Auto Painting facility. The new Ford dealer-based outlet presents the complete Maaco menu of retail and fleet services as well as offering valued fleet clients a completely fleetfriendly all-makes service department onsite, along with an all-makes-capable parts and accessory department. Brock Ford is first in its dealer group in service volume, fourteenth overall in all regions, and sixth in all regions in wholesale parts sales. As an added benefit, fleets may source or deliver new and used vehicles via Brock Ford throughout the entire Niagara Peninsula.

Get more news at www. bodyshopbiz.com

news

I-Car Commits to NACE, SEMA

-CAR, The Inter-Industry Conference on Auto Collision Repair, has announced that it will return to NACE in 2010, and that it will also be exhibiting at the SEMA Show this year. I-CAR has participated as an exhibitor in NACE since it was initiated and has had a solid presence as a presenter with the “Technology Showcase” since 2006. “I-CAR is extremely pleased to be returning to NACE and to have the chance to meet face-to-face with NACE attendees,”

says Bill Stage, I-CAR director of marketing and distribution. “NACE is an excellent opportunity for I-CAR to reach those key individuals in the collision repair inter-industry with the latest information about technology and the most up-to-date training.” During the NACE expo, the “Technology Showcase” will offer free collision repair presentations on the show floor throughout the three days of the show. All show attendees are invited to participate in any of the sessions. I-CAR will also offer

nine opportunities to take some of the newest training classes available, and will premiere its latest vehicle-specific course, “Collision Repair for Honda and Acura Vehicles.” The decision to participate in the SEMA Show marks a first for the not-forprofit training organization. In addition to participating as an exhibitor at the show, I-CAR will also be providing several hands-on technical demonstrations on the show floor designed to provide attendees with information about some of the most current issues in vehicle technology and important considerations for collision repair. “I-CAR is pleased to be part of the SEMA Show 2010 and to reach out to this audience with information about collision repair. With the rapid rate of change in vehicle technology and design, the need to stay current on repair processes is more important than ever,” says John Edelen, I-CAR president and CEO. “For us, the SEMA audience represents individuals who are keenly aware of emerging technology in the automotive industry, and I-CAR is committed to providing the most current collision repair training opportunities that will meet their needs.” The NACE event is scheduled for October 10-13 at the Mandalay Bay Convention Center in Las Vegas, Nev. Visit www. naceexpo.com. The SEMA Show is from November 2 to November 5, 2010 at the Las Vegas Convention.

Mark it in the Calendar

wners of vehicles painted with DuPont Refinish, Hot Hues, or Cromax Pro products can compete for cash prizes and to have their cars or trucks appear in the 2011 DuPont Hot Hues calendar. There is no entry fee and entries can be submitted using a new web-based submission process. Entrants must be at least 18 years of age at time of entry and a legal resident of the United States or Canada. Entries may be motorized passenger automobiles (import or domestic), trucks, or motorcycles, provided they are finished exclusively with DuPont Hot Hues Custom Finishes, 8 Bodyshop l June 2010 l www.bodyshopbiz.com

DuPont Refinish, or Cromax Pro Products. Entrants must own or have finished the vehicle entered into the competition. Judging will be based on “best use of colour,” including finish quality, technical difficulty, and design originality. Winners will be notified by June 30, 2010 from among all eligible entries received. There will be 12 winners selected, with each winner receiving a cash prize of $500. There will be one Grand Prize Winner, selected from the 12 winners, who will receive an additional $2,000 cash prize. All winners will have a professional photo shoot of their vehicle and receive 35 copies of the

2011 DuPont Refinish Hot Hues calendar. The Grand Prize winner will also be featured on the cover of the calendar. Entries must be made online by visiting www.hothuescalendar.dupont.com, completing the competition registration form, and uploading two photos of the vehicle. Deadline to enter is 11:59 PM ET on June 27, 2010. Complete competition rules and entry requirements can be found by visiting www.hothuescalendar.dupont. com or www.hothues.dupont.com.

Ford Canada Extends Recycle Your Ride

ord Motor Company of Canada is collaborating with Summerhill Impact to expand the Ford Recycle Your Ride program. Currently, approximately 60% of the vehicles currently on Canadian roads qualify for retirement within the Ford program. Ford Motor Company of Canada, Limited, has announced that starting May 1, consumers turning in 2003 model year or older vehicles for retirement will get up to $3,000 towards the purchase of a new 2010 Ford or Lincoln vehicle. “Through our exclusive agreement with Summerhill Impact, Ford is the only manufacturer that is retiring 1996 to 2003 model year vehicles,” says David Mondragon, president and CEO, Ford of Canada. “The Ford Exclusive Recycle Your Ride program makes it more affordable for consumers to purchase a new vehicle, which offers the latest in safety features, fuel economy, and smart technologies.” According to the Automotive Recyclers of Canada (ARC), more than 80% of the entire vehicle by weight is reused, re-manufactured, or recycled.

Fix Adds one More

“There are substantiated environmental benefits of retiring older vehicles,” says Ersilia Serafini, COO of Summerhill Impact. “For example, a 1995 model year or older vehicle produces 19 times more smogforming pollutants (such as volatile organic compounds and nitrogen oxide) than a 2004 or newer model.” If 10,000 vehicles (2003 model year or older) were replaced with 10,000 new models featuring today’s advanced technologies, Ford of Canada could help eliminate approximately 83 tons of smog-forming emissions per year. To date, Ford has retired more than 6,000 high-polluting vehicles through the Ford Recycle Your Ride program. Anyone who buys a new 2010 Ford or Lincoln vehicle and who qualifies for the Ford Exclusive Recycle Your Ride program will receive $1,000 towards the purchase of a new 2010 Ford car or compact truck, $2,000 towards the purchase of a new 2010 Ford full-size sedan, crossover, or sport utility vehicle, and $3,000 towards the purchase of a new 2010 Ford full-size truck or Lincoln vehicle.

Fix Auto is pleased to announce that it has added a new location to its network roster: Fix Auto Oakville Central. Located off the QEW Highway on 280 South Service Rd. West in Oakville, the bodyshop has now been in operation for over 40 years and is part of a well-established Ford dealership. With the ability to service all vehicle makes and models, Fix Auto Oakville Central enjoys a great reputation in its community and aims to further its already highly regarded business by joining the Fix Auto network. “This transition will allow us to take the bodyshop to another level,” says Scott Nourse, Fix Auto Oakville Central owner. “We are very excited about this change.”

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

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

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

Canada Has Chosen Maaco,

Now It’s Your Turn. CALL

today to learn how you can convert your body shop into a high-volume Maaco franchise.

www.bodyshopbiz.com l June 2010 l Bodyshop 9

management

Planning For

Tomorrow Today PPG’s MVP Business Solutions Conference Maps Out A Brighter Future By Andrew Ross

unning a successful collision repair facility is tough enough on its own. Add in the variables of having to communicate across age and cultural gaps, and you can have a real mess. One of the most critical issues facing today’s boomer-dominated collision repair facility owner is dealing with a new generation of worker with very different values, and very different expectations from what the owner had at a similar age. Learning to deal effectively with these generational differences was a key component of the PPG MVP Business Solutions Conference in San Diego, Calif. “The theme of the conference was ‘Beyond Tomorrow,’” says Norm Angrove, senior manager, value-added programs for PPG. “A key component of that idea is that there are now four generations in the workplace. “Most important, whether from an HR perspective or a customer perspective, the way we communicate and manage them is distinctly different.” Keynote speaker Cam Marston walked attendees through the four distinct age groups that exist in the world today: the Matures, Baby Boomers, Generation Xers, and the Millennials, also known as Generation Y. The topic led off a conference that brought together PPG’s most prominent collision repair partners from across North America. Most people assume that others are motivated by the same factors that motivate them, says Marston. “But amongst 10 Bodyshop l June 2010 l www.bodyshopbiz.com

these four generational groups, what makes them interested in working with you may be very different.” One key difference between the older and younger generations is how they view their priorities in the marketplace. “Client satisfaction as a driver tends to be [key] for the more senior members of our marketplace. For the junior members, it is more about their time.”

The most striking differences can be found between the Boomers, who are often at the top of an organization, and Millennials, who have yet to hit age 30. “We really broke it down in the focus groups,” says Angrove. “We spoke most specifically about the Boomer versus the Millennial, how Boomers are very dependent on recognition, and a lot of them are workaholics.” “They tend to associate their identity with their jobs,” offers Lianne Perissinotti, program manager, value-added programs, for PPG Canada. “For Gen Y, the value to them is based on their time, not

necessarily getting ahead in the company. Time off is a real reward for them.” “Cam Marston was absolutely spot-on,” says Mike Srigley of Sunshine Autobody in Langley, B.C. “He brought to life the differences in the generations, how people react to one another, and how we perceive them. I can think about my own employees and they fit into the groups perfectly. It really opened our minds on what we have to do with our marketing now.” He says that armed with the information from the conference, he is ready to revamp the company web presence and get more involved with Facebook and

Twitter. However, this is not to say that he is prepared to drop to his knees to accommodate every Millenial who wants to structure his job around his individual wants and needs. “At my own shop, I have some young people with one heck of a work ethic, but numerous others I have seen were all about ‘what’s in it for me?’ There was no sense of urgency and they didn’t have the same work ethic. If they are caught up for the day, they don’t come to ask what they can do next. “That came across loud and clear, at the breakout sessions and at our own meetings, that this is a good representation. We all have some young people who don’t fit that mould, but I think, as a whole, the generation is like that.” There are positives, he continues: they are more computer-literate and they have a comfort with technology that sets them apart. “They don’t even like to talk on the phone; they text,” says Srigley. But getting them to understand the need to perform tasks on time, and to put in a full effort every day, isn’t always easy. “A couple I have really bent over backwards for, but you get to the point where you say enough is enough.” He says that the Baby Boomers who raised them are probably as much to blame as anyone, but this attitude still has to be understood and worked with. “The conference reinforced that this is the way they are, and you have accept it and work with it,” he says. Srigley also found great value in the more process-oriented sessions that made up the bulk of the content at the MVP conference. “I started down the lean process a few years ago. I got involved with the PPG as-

pect of it right at the beginning. It is very good stuff. “But you get so caught up in your day-to-day that some things get pushed aside. You go to a conference like this, and it brings it back to life and gets you back on track.” A key part of the program was the early-bird session, Introduction to X-Ray Repair Planning, with Mike Gunnells and David Knapp. The session focused on taking inefficiencies out of the repair planning processes through the development and implementation of meticulous mapping, disassembly, and parts management. “It is all part of Lean Six Sigma,” says Angrove. “Some 60% to 70% of the waste occurs at the very forefront, usually in the estimating part of the process.” In a nutshell, the philosophy of XRay Repair Planning is to ensure that efficiency is maximized and supplements are eliminated by completing all disassembly and all analysis before performing the estimate, and getting the parts onsite before the repair process begins.

“This eliminates the majority of the waste in the system. In its truest form,” says Angrove, “you should be having your ‘A’ technician do the X-Ray Repair Planning, as opposed to having that function performed by a lower-skilled tech. “It’s not to be taken lightly. It is the foundation of Lean Six Sigma.” Also building on that foundation at the conference were sessions on “Layout and Design: It’s not about moving a frame machine or drawing lines on the floor,” “Process Mapping for Operational Excellence,” and “Scorekeeping for Success.” The latter, by Rex Houze, president, Improving Performance and Results

Inc., was singled out by Angrove as being particularly indicative of the dynamic nature of the conference sessions. “The content of that program was basically, ‘if you can measure it you can manage it.’ It was a highly interactive session. He taught the group to identify critical success factors from an HR perspective. He talked a lot about behavioural issues and how to develop a winning behaviour for each employee.” Simple building blocks for success were offered, says Angrove, with as much input coming from the floor as from the presenter. Ken Friesen, Concours Collision Centres in Calgary, Alta., agrees. Friesen is generally regarded as a leader in incorporating lean principles in his business— he has been studying the topic since the 1990s and been implementing them for half a decade—and says the networking aspects of the event rise to the top. “I think it is extremely important. Networking seems be the most important part of any function. There is good content, but the networking is where you can see whether you are ahead of the curve or behind the curve and really share some good ideas on different subjects.” Even weeks after the conference Friesen continues to get e-mails and phone calls, continuing discussions that started in San Diego. When pressed, though, Friesen admits that his biggest takeaway was related to the generational aspects of the conference, specifically the discussion on social media facets. He says it has had a profound effect on him. “I feel the need to start to understand it more and to see if there is a great fit in the collision industry. I guess it would have to pretty profound for me to come home and get an iPhone and a book on Twitter,” he laughs. “Part of what we do at these conferences is that we facilitate discussion,” says Angrove. “The interaction and knowledge-sharing among peers is phenomenal. It is not theory; it is real-world stuff. It’s about what is working in the business. That is probably the biggest highlight.” B www.bodyshopbiz.com l June 2010 l Bodyshop 11

abrasives

Puttin’ On the Grits Top tech tips to consider before you start that paint job By J.D. Ney

o much attention has been focused lately on the newly legislated paint coming out of spray guns and being dried in shops across the country, that there has been little time to delve into other facets of the repair job that can be seriously affected by the adoption of waterborne paint. We know it dries differently from solvent-borne paint; we know it covers surfaces differently; and we certainly know it smells differently to everyone working around it. However, when it comes to prep work and abrasives—an often-overlooked but critical component of any repair—the subtle differences with waterborne rarely come up. This oversight is surprising, given that if an employee of

12 Bodyshop l June 2010 l www.bodyshopbiz.com

your shop performs sub-par prep work, what would you say are the chances of a flawless, pre-crash condition-finished product? What’s more, it may not even be that the employee is performing sub-par work based on what he’s always done, but the fact is that some new waterborne paints demand a slightly different approach. The bottom line is, that whether through ignorance or incompetence, poorly performed prep will always result in headaches for everyone involved. To help owners, technicians, and painters get a head start on perfecting prep in the age of waterborne, John Booth of Mirka Abrasives and Bill Suzuki

at 3M Canada offer some suggestions. “Today’s finishes require a better surface preparation along with a cleaner work environment, and more importantly the use of finer grits compared to paint systems from just a few years ago,” says Booth. Fortunately, both he and Suzuki are happy to shed a little light on the problem.

1. Wash Away Future Problems While it might sound overly simplistic, Booth says that one of the most frequently missed steps in surface preparation is the washing of the vehicle. Prior to any sanding operation the car should be washed Continued on page 14

Innovative products for automotive refinishing. Mirka Abrasives is an internationally recognized leader in the manufacturing of coated, nonwoven and specialty abrasives for the automotive refinishing market. Mirka provides a full range of products for surface preparation through paint and clearcoat polishing.

Mirlon Total™ Mirlon Total™ nonwoven abrasives provide an aggressive cut rate with very consistent scratch pattern. This flexible abrasive pad is ideal for use on contoured shapes, surfaces, and intricate details. It is designed for fine sanding and pre-finishing. Available in 4-½” x 9” pads; Ultra Fine and Very Fine Very Fine (360): new parts, paint repairs before primer Ultra Fine (1500): panel blending

Abralon® Abralon set the industry standard for machine sanding during final paint preparation and color sanding. Designed for today’s advanced coatings, Abralon provides a modified finish that buffs quickly, saving labor and materials while contributing directly to your shop’s bottom line. Available in 6” discs; grits 1000, 2000, 3000 1000: fascia & bumper cover preparation 2000, 3000: color sanding

Quality from Start to Finish

Designed for today’s technologically advanced coatings, Mirka has solutions for your most demanding jobs. MIRKA ABRASIVES CANADA, INC. • 1-800-843-3904 • w w w.mirka.com

abrasives Continued from page 12

with soap and water, and then panels that are to be worked on should be cleaned with a wax and grease remover. Both of these steps will ensure that potential contaminants are removed. Surface contaminants like wax, silicone, and dirt can lead to paint defects and contribute to reducing the usable life of the sandpaper.

2. Avoid Dust-Ups One of the most common final product flaws found in the paint work done at collision repair centres across the country is little flecks or particles ending up in the paint. According to Suzuki, the frequency of such incidents can be reduced dramatically if one focuses on an overall program to reduce dust in the shop. The air turbulence that the blowers produce increases the risk of debris in the paint job, so sanding with a dust extraction system, damp sanding, and good housekeeping (which includes

proper booth maintenance) will help to minimize this issue.

3. Show Some Grit Shops should keep in mind that any time that they are hand-sanding (versus sanding with a random orbital sander) that it is preferable to use a grit higher; for example, use a 600 grit by hand versus the 500 grit usual with an orbital sander. Tests show that orbital sand scratches are easier to hide due to their circular pattern, versus straight and potentially uneven, deeper scratches from handsanding. Hand-sand scratches tend to show through more, especially on metallic colours. Whenever hand-sanding is utilized, it is highly recommended to use some form of sanding block or backup pad to ensure that the pressure from one’s fingers is spread out more evenly on the surface, again reducing the risk of deeper scratches.

4. Practice Makes Perfect This old idiom is more common in sports than in the back of a shop, but it’s an important aspect to keep in mind, from a couple of standpoints. One, your employees should be given ample opportunity to experiment with different abrasive products in order to find what works best in certain applications, but also so they understand that sometimes you can’t just go by the numbers. Keep in mind that not all sandpapers are created equal, and your technicians could very well find that one manufacturer’s 320 grit is more rigid and aggressive, compared to another manufacturer’s 320 grit that is more flexible and yields a finer and perhaps more consistent cut. It is recommended that when trying different types of sandpaper, that shops should prepare a panel according to their needs and verify the quality of the finish prior to running a full test on a vehicle; this way the shop can be sure that they will have the desired finish they are used to.

5. Meet Your Makers

Air Compressors•Air Dryers Spray Painting Equipment Parts, 24/7 Service & Rentals Since 1972

Ontario 1-800-667-6717 Quebec 1-800-463-8780 Western Canada 1-800-205-9975 Saskatoon • Regina • Winnipeg • Toronto • Ottawa London • Sudbury • Laval • Quebec City 14 Bodyshop l June 2010 l www.bodyshopbiz.com

Follow the paint company’s technical data sheets to determine what grade of abrasive should be used on the final sand. Also, don’t jump grits, as too fine an abrasive may not refine all the scratches from the previous grit. Let’s face it, flawlessly painting a previously dented, bent, and crumpled car isn’t an easy job, and has never been. Even with all of today’s technologically advanced spray guns, computerized booths, top-of-the-line drying equipment in play, the irony of the situation is that the whole process can still be stymied by one heavy finger on a square of sandpaper. Thankfully, with the right technical training, and the right manufacturer’s advice, you can avoid some of these common pitfalls. And, while you can’t always guarantee a perfect end result just because of prefect prep, at the very least you’re not setting the table for failure. Special thanks to Bill Suzuki at 3M Canada and John Booth at Mirka Abrasives for their contributions to this article. B

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

cover

2010 Bodyshop of the Year

Personal Tra

427 Auto Collision ~ CSN is still busy le

16 Bodyshop l June 2010 l www.bodyshopbiz.com

ainers

earning after 35 years

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By J.D. Ney

alk into a Tim Horton’s anywhere across the country on a busy morning, and sometimes, if you’re paying enough attention in your pre-coffee state, you’ll identify and avoid the trainee pitfall. Branded with a large badge that reads “Trainee” or “In Training,” the overwhelmed 16-year-old simply looks lost, and slowly serves coffee to an impatient set of cranky caffeine junkies. While it might sound odd at first, you could also say that our 2010 Bodyshop of the Year winner, 427 Auto Collision ~ CSN, also wears that In-Training badge. However, the kid at Tim’s takes his off on day two, and it seems that while Lorenzo D’Alessandro has been in the industry since 1982 when he went into business with his father—who has owned 427 Auto Collision in one incarnation or another since the 1970s—he’s never really stopped being a trainee. “Our father has been in this business since 1970,” starts D’Alessandro, who along with brothers Frank (who is the production manager) and John (who runs the office administration), make up the management team at 427 Auto Collision ~ CSN. “I graduated from York University in economics in 1982, and as people may remember, that was right in the middle of a tough recession, and so I started working with my dad in what then was not a huge shop—about 2500 square feet.” From those modest but successful beginnings, D’Alessandro says being a voracious learner became critical, and professional training was really just another day on the job. “My dad Ralph, who founded the business, was very progressive for the time,” he says. “There was never one single right answer or solution to the problem, and there was always room to improve.” For a fresh graduate more accustomed to a classroom than a repair bay, that meant training, and lots of it. “I basically started taking every conceivable course I could find. I-CAR, ARMS, TCRS… I must have taken 40 courses,” says D’Alessandro.“Obviously I learned a lot about the business through all of those technical training sessions, but I also met a lot of people. The courses ended up being fantastic networking opportunities. Because of those courses, we ran into all kinds of appraisers, dealers, insurers, etc. Continued on page 18 www.bodyshopbiz.com l June 2010 l Bodyshop 17

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Continued from page 17

“Through those contacts we picked up a lot of business. In fact, we picked up so much dealer business that by 1989 we didn’t have enough room to operate in our original 2500-square-foot shop. So that’s when we bought our current location, and have since expanded that to where we are today, at about 79,000 square feet.” Despite all of the years in business, and despite all of the growth, that commitment to learning hasn’t stopped. “We’re involved in the Akzo Nobel program through A-Coat, I-Car, [and] Continental Training and Learning, and we became ISO-certified in the late 1990s and have maintained that standard ever since, just to name a few,” says D’Alessandro. What’s more, not only is the boss himself a regular fixture at technical training events on offer from manufacturers and at broader industry functions like CCIF, he also continues to believe that it’s as critical for his staff today as it was for him in those early days. “We believe, certainly, in the talking side of training, but a lot of people talk,” he says. “We believe in doing the course, doing the work, and then holding the meetings to talk about it. The staff here is everything, and I mean that. That’s why we spend so much time and effort with training for them. The only way for everyone to succeed is to make sure they all understand where the business is going.” It’s that kind of educational approach that D’Alessandro says plays a major part in the shop’s success, but 427’s commitment to its staff also runs deeper, and takes into consideration their lives after the collision business. “Staff retention is something a lot of people struggle with. I think our constant commitment to skills and business training plays a big role in the commitment of our people, but we’ve also tried to do some innovative things, like starting a pension fund for our staff members,” says D’Alessandro. “To be honest, it took some time for everyone to understand, and for everyone to trust the program. But in the end they know we’re trying to help. I think that’s why our retention is so high.” Finding innovative solutions has long been a hallmark of the business, so much so that in 2002, D’Alessandro embarked on arguably the shop’s most ambitious innovation: the creation of the Collision Solutions Network. 18 Bodyshop l June 2010 l www.bodysh opbiz.com

The Complete Package: From high quality repair work and constant management training to the administration of an entire national network, this Etobicoke Ont. facility can do it all.

“Collision Solutions Network started about eight years ago. We were looking to start an organization that would help shops, and we wanted to align the truly quality shops so that they could share ideas,” D’Alessandro says of the initial motivation. “We started with four shop members. From there, we created our own training environment and worked closely with I-CAR and manufacturers like Mitchell, Akzo Nobel, and Autotech to provide all of the bestpractices training we could find.” What resulted was a network D’Alessandro says represents the pinnacle of quality and professionalism. Recognized benchmarks like ISO certification (the shop has been certified for over 15 years now), top training regimens, and a focus on customer service are all touchstones that could put shops in the running for membership. “We’re looking for friendly, trustworthy people with clean, modern facilities,” says D’Alessandro of the network, which now boasts some 80 members. “We also look to a third-party auditor Continued on page 20

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Continued from page 18

to evaluate CSI scores and check shops out for some of the little things like licenses and management systems. Of course, we also want members who are active in their community.” In fact, if the establishment of a premier collision repair facility and 80member network of like-minded toptier shops across the country wasn’t impressive enough, it’s that last criterion, community service and involvement, that D’Alessandro and the team at 427 Auto Collision-CSN perhaps take most seriously of all. According to D’Alessandro, just as the ISO program with its external audits taught the crew about walking the walk when it comes to business practices, the same attitude is relayed through CSN’s priority on community service, and that starts right from the top, where D’Alessandro is as active as they get. “I’m on the William Osler Health System Foundation committee, a member of the Lions Club, and we’re actively involved in a summer camp for underprivileged kids,” he says. “We’re also in the process of getting involved with an indoor skateboard park that kids can use, regardless of finances. It’s a great concept, because even if a kid can’t afford to pay for a daily pass, he or she can agree to work for one hour at the park doing maintenance or cleaning or any number of other jobs, and that one hour pays for their day.” What’s more, these unique community programs just seem to skim the surface of 427’s community involvement. D’Alessandro can also rattle off a myriad of local sports teams and leagues in lacrosse, soccer, softball, and hockey that have also benefited from the organization’s generosity and desire to be pillars of the community. If D’Alessandro is happiest talking about the Network, the shop, and the team at 427 Auto Collision - CSN, he seems much less comfortable talking about the challenges that face the industry he is quite obviously passionate about. When asked to name the biggest challenge facing the industry in the future, the mood turns more sombre. Do you want my honest opinion?” he asks. “Unfortunately, I think it’s a diminishing marketplace. Things are changing, and because our business is so weather-dependent, it can be tough. We saw that last winter, particularly in the Toronto market.” One gets the distinct impression that the last thing D’Alessandro wants is to see is others in the industry struggling and ultimately moving on, but he knows in some cases it may be inevitable. “Because of our weather here historically, we probably have too many shops, if the weather is going to get warmer moving forward,” he says. “I think the big shops will survive, and the really small shops will be okay too because they always seem to get by. 20 Bodyshop l June 2010 l www.bodyshopbiz.com

Come On In: Lorenzo D’Alessandro, President, (bottom left) is proud to show off the business, and the work of its highly skilled employees.

It’s the medium-sized businesses that I think will struggle. It varies regionally obviously, but in the end I think we’re going to see a decrease in the total number of shops.” In order to ensure his own shop doesn’t fall prey to a dour economy, D’Alessandro says he and his team have gone back to his father’s old beliefs that there is never a single solution, and that improvement is always an option. We’re diversifying,” he says, brightening. “We’re working hard to create an environment through local and direct marketing to let people in the area know that we provide complete body service for everything they could need. If someone has even a small scratch, we want them to know that they can come to us. We’ve been pushing that angle aggressively since December, and as a result I think we’re holding our own, even in this tough economy.” While D’Alessandro and the team at 427 Auto Collision — CSN can’t predict the future, they can at least rest assured that when it comes to putting in the hard yards in the shop, in the classroom, in the training suite, in national network meetings, or out in the community, they aren’t going to be outdone. For D’Alessandro anyway, that’s enough to be proud of, and it’s all a part of what has built and sustained the business for 35 years. “I like to think that we have, and we continue, to build a distinct competitive edge, and that’s in all of the little things we do,” he says. “After all, it’s those little things a customer will remember. The bottom line we use here is, you have to figure out what you want your image to be, visualize it, and then go and do it.” That brash attitude of more action, less discussion, more learning and training, and less status quo has fundamentally shifted a 2500-square-foot shop into a massive collision repair complex from which an entire network of similarly committed facilities is managed. Not bad for a group still “in-training”; it’s an incredible feat by any measure, and one worthy of our recognition as this year’s Bodyshop of the Year.

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A Photo Finish 2010 Bodyshop of the Year Honourable Mentions

n 2009 we handed out our inaugural award, and apparently the contest has now well and truly caught on. When it came time to select our 2010 winner, we were inundated with nominations. What’s more, so many of them were of such a high calibre that we felt compelled to recognize not just one shop, but to take the time to highlight a few more that caught our attention. So, presented here in no particular order, are the 2010 Bodyshop of the Year Honourable Mentions.

in business this year. The shop began as a small 40 x 60 ft. building in 1970, and after numerous additions has grown to 8000 sq.ft. Lloyd and Sandy are honoured to be mentioned for this award along with some of the great entries submitted.

Roberts Collision Fix Auto Inc., Barrie, Ont.

Giles Midtown Auto Body Ltd., Elrose, Sask.

Elrose is a farming community of approximately 500 residents located 160 km southwest of Saskatoon. Giles Midtown Auto Body Ltd. concentrates on complete customer satisfaction and short cycle times. Lloyd and Sandy Giles are celebrating 40 years

This family-owned and operated shop was established in 1979 by Doug Roberts, and is now celebrating 30-plus years in business in Barrie. The facility is approximately 8000 sq.ft. in size, with three technicians, one prep, and one painter. In the office you’ll find the owner, one damage appraiser, and one marketing/office manager. Over the last 12 months, they have implemented many changes and processes in the shop, including completely computerizing the shop. They are constantly working on those changes to find even more opportunities for improvement and efficiency. “To be recognized with an honorable mention from Bodyshop Magazine for Bodyshop of the Year, alongside the other featured shops, is a great tribute to our success,” says Roberts.

False Creek Collision Plus, Vancouver, B.C. As an immigrant to Canada, Berhard Rubbert purchased the business four years ago and has since almost tripled its sales, while taking the shop from an un-accredited autobody shop to a ICBC model shop. False Creek Collision also strives towards cleaner air and a healthier environment. It was the first bodyshop in Western Canada with environmentally friendly waterborne-based paint technology. “On behalf of False Creek Collision Plus staff and management, we would like to formally thank Bodyshop Magazine for the honourable mention as one of the Bodyshop of the Year nominees,” says Rubbert. “We are very honoured to be presented in Bodyshop Magazine,” he adds.

22 Bodyshop l June 2010 l www.bodyshopbiz.com

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Le Groupe Beaucage Carrossier, Sherbrooke, Que. Le Groupe Beaucage Carrossier is one of the most advanced repair shops in the area, with a team of 20 dedicated technicians and eight support staff that are dedicated to providing their customers a state-of-the-art repair and 100% customer satisfaction. They have a fleet of 40 brand-new courtesy cars to fully satisfy customer transportation needs, and are accredited with all major insurances companies and with luxury car manufacturers like Mercedes-Benz. “It is a great pleasure for me and my team to be selected as an honourable mention by your organization,” says owner Stéphane Côté. “Being nominated for this award means a lot to me and my team. All the hard work in building Le Groupe Beaucage Carrossier satisfying customers throughout the years, leaves us with a good feeling to be recognized by our peers.”

Windsor CARSTAR Collision, Windsor, Ont.

Windsor CARSTAR Collision opened in July 2004, and has been serving customers’ collision repair needs in the Windsor Essex County area ever since. The shop was the winner of the 2008 Windsor Chamber of Commerce “Small Company Service Award.” This 12-employee operation was an early adopter of waterborne technology, making the switch in March of 2007, and has been an I-CAR Gold shop since 2006. “I want to say thank you to our community for our success,” says Dennis Carlini. “I have been blessed with great employees, vendors, and insurance companies that believe in our vision to treat every customer/ person with ethics, values, and respect, and allowing prosperity for all that are involved. Customer satisfaction takes being a good listener and teamwork by all involved in the claim/repair process. It is our complete team that allows this to happen during every repair. “It is truly an honour being nominated for this award, and I would like to thank my dedicated staff because without them this would not be possible,” Carlini adds.

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products

Heavy-duty soap system

Shelf Converter

The power of GOJO Cherry Gel Pumice Hand Cleaner is now available through the robust GOJO PRO Series Dispensing Systems. Unlike open refillable bulk soap dispensers that can break easily and can become contaminated, GOJO PRO Series is a heavy-duty system with sealed refills to help ensure that the soap is safe from contamination. A recent study by the University of Arizona on refillable bulk soap reservoir systems showed that 25% contained potentially harmful bacteria. In addition, a fresh valve with each refill helps ensure against leaks and clogs. The GOJO PRO Series Dispensing system provides portion control dispensing that helps reduce waste. Refreshing GOJO Cherry Gel with pumice scrubbers quickly cleans heavy dirt, grease, and oil. Unlike traditional hand cleaners, the innovative gel formula spreads evenly and clings to hands and arms so it’s not washed down the drain. It contains a unique combination of skin conditioners and is pH-balanced for skin comfort. GOJO Industries, Inc. 1-800 321 9647 www.gojo.com

Lista International Corporation introduces its new Lista Shelf Converter System, which transforms traditional shelf storage into a high-density drawer storage solution that uses the full cubic capacity of existing storage space. It is ideal for a wide range of manufacturing settings, maintenance and repair operations, and parts cribs, as well as a lower-cost retrofit solution for any parts department that is looking to expand its storage capability. The Lista Shelf Converter can increase storage capacity by as much as 50% over traditional shelf storage at a fraction of the cost of replacing shelving. It is perfect for retrofitting existing industrial shelving or in new shelving-based installations. The Shelf Converter System consists of modular Lista drawers set into brackets that fit a number of standard shelving brands. The System allows customers to store small - to medium - sized items in drawers or on rollout trays, and larger, bulkier items on shelves, and is easily expandable as storage needs change. Lista’s drawers hold up to 440 lbs (200 kg) per drawer, even when fully extended, and an extensive selection of drawer partitioning accessories creates compartments that exactly fit what is being stored. Drawers are equipped with a unique hinged drawer handle and customers can download free Lista Script drawer labelling software. Lista International Corporation 1-877-GOLISTA www.listaintl.com

Riveting tools S-B Industries has added a line of three new angle-head rivet guns. The line includes three different angled head options in order to make riveting in hard-to-reach places easier. These new problem-solving angle-head riveters provide users with a solution to difficult-to-access riveting applications. Featuring offset heads at 90-degree, 45-degree, and zero-degree offset angles, along with a reduced diameter frame head dimension, the new line of rivet guns provides easy access in tough to reach applications. For added flexibility, the tools also have the ability to swivel 360 degrees and can set 5/32” rivets in aluminum as well as 3/32” and 1/8” rivets in both aluminum and steel. All three tools include the shockless feature all Lobster rivet guns are known for, while the aluminum die-cast bodies and magnesium components offer exceptional durability and ergonomics. Lobster’s innovative rivet guns are engineered to satisfy the ergonomic challenges, mechanical precision, durability, and increased productivity that today’s industry demands. S-B Industries 1-800-543-1011 www.s-bgroup.com

24 Bodyshop l June 2010 l www.bodyshopbiz.com

Polishing Compounds Meguiar’s has released its new Clear Coat Safe Rubbing and Polishing Compounds for hand application. The new compounds feature Meguiar’s Diminishing Abrasives technology, which minimizes user effort while maximizing performance and results. Additionally, both compounds offer consumers a safe alternative for improving the appearance of their car’s paint without the harsh abrasives found in traditional rubbing and polishing compounds, and both have been specially formulated for easy hand application and wipe-off. Meguiar’s Clear Coat Safe Rubbing Compound safely removes oxidation, scratches, and stains, reviving dull and neglected surfaces quickly and easily, while Meguiar’s Clear Coat Safe Polishing Compound effectively removes light scratches and hazing, restoring brilliance and gloss to dull surfaces. Each product may be used separately, but the best results are achieved by first using Meguiar’s Rubbing Compound, then following it with Meguiar’s Polishing Compound. Meguiar’s 1-800-347-5700 www.meguiarscanada.com

Tiger Auto Parts Ltd. Your Collision Parts Source

About Tiger Auto Parts Tiger Auto Parts LTD has been serving automotive businesses since 1985. We have been one of the largest importer & distributors of aftermarket automotive collision parts in Canada. We are a proud member of the Aftermarket Body Parts Association (ABPA) and the Certified Automotive Parts Association (CAPA) an industry-recognized organization that certifies the quality of automotive parts used for collision repairs. At Tiger Auto Parts we are committed to providing the best quality parts and service with the lowest prices available. Many of the parts we offer come from ISO9000 registered manufacturers and are certified to meet or exceed OEM specifications set by CAPA. With over 90,000 square feet of space, Tiger Auto Parts LTD. carries one of the largest inventories of aftermarket collision parts in all Canada. Our extensive inventory allows us to reliably and efficiently fulfill the needs of our Jobbers. We deliver your orders any where in Canada. We don’t only deliver on daily basis but we deliver on time all the time. What can Tiger Auto Parts do for you? We like to put ourselves in to our customers’ shoes therefore we understand what our customers are expecting from us and we got them all. It basically comes down to 5 main points. Excellent service. We deliver your orders any where in Canada. We don’t only deliver on daily basis but we deliver on time all the time.

Every time our customer calls, or walk-in to our office our sales Associates, warehouse Parts handlers and our drivers take on the responsibility to serve as quick as possible and to do it the best way possible. With wide selection of parts in our warehouse, we save our customer’s time and money. Our customers always get the option to come in to pick up or ask us to deliver. Tiger Auto Parts achievements comes from our customers’ satisfaction. As a result we always try to reach and exceed our customers’ need. We take our customers’ feedback very seriously and we respond very quickly. Price. We offer the most competitive prices for the best quality parts. Products. All our products are purchased from ISO9000/ ISO9001 registered manufacturers and all the parts are shipped, stored and delivered in the best possible way. Experienced and friendly staff With our continues training programs we have the most knowledgeable employee in the auto body parts industry and they not only deliver important information to save you time and money but also make your experience with Tiger Auto Parts the most enjoyable one.

We assign an account manager for all our customers to avoid any waiting or inconvenience by speaking to a new person. Most of our customers call their account manager directly. Innovation In today’s fast paced market, we understand the power of technology and innovation and it is our pleasure to announce that Tiger Auto Parts is one of the first Auto parts supplier which offers 100% computerized and online shopping. With our online technology option, our customers can gain access to our inventory, Price list, profile, Approved or Pending Orders, Return parts and much more at anytime anyway. Through our fascinating website our customers also can address our top management to express any concern or complaint.

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ccif vancouver

BUILD PROFITS, NOT

SUPPLEMENTS

CCIF Vancouver Presentation Puts Onus for Change on Owners By Andrew Ross

Steven Feltovich says shop owners need to build efficiency and stay committed.

The future is now, and you, the collision shop owner, may be the barrier to future success. That was, in part, the message of Steven Feltovich at the Canadian Collision Industry Forum event in Vancouver. His presentation, “Collision Repair Planning for Rapid Throughput,” stated the imperatives that are driving the need for maximized efficiencies. These include the car companies, insurers, and the customer, but the bottom line is that a repairer must be fast, good, and be able to deliver on price and timing as promised. This cannot happen in the traditional process model, he said. Getting an efficient model in place that reduces supplements and delays, both of which are wasteful, requires a change in thinking. He quoted statistics that any supplement, no matter how small, can cost a day and a half in delays. “If you are still a technician-minded person, you need to change that, yesterday. You are going to have to be a businessperson to understand what profitability really means. “There are going to be some really difficult times. There isn’t a week that goes by 26 Bodyshop l June 2010 l www.bodyshopbiz.com

that someone doesn’t call me to say that they really want to get out of this business. This is because they still operate in a conventional repair environment.” The conventional approach is just too inefficient to provide the profit needed to survive. And it’s not a temporary situation resulting from the economic downturn, he says. “If you think that it is going to come back to the way it was, it is not. It is going to move forward.” Focusing on repair process planning, shops need the discipline to institute a detailed disassembly, estimating, and ordering process, in place of a haphazard system of partial disassembly, best guesses, and the subsequent raft of supplements when new damage is found. The most commonly ordered supplements, he said, were radiators, responsible for 24.7% of supplements; rear bumper brackets, with a 21.9% share; and front bumper brackets, with 19.4% share. “The object is to drive back to zero the amount of time that any vehicle is sitting idle, or waiting for someone to work on it.” And for those shops that have instituted lean processes and repair process planning, the imperative doesn’t end.

Scott Smith of the AIA revealed some findings from its Collision Industry Survey, calling for comment from the industry on the results.

“The main reason that shops that have gone lean fall off the program,” he said, “is that the owner, management, stops pushing for it. Business changes and they end up going off the plan.” The next CCIF is scheduled for Montreal, Que., September 25. Visit www.ccif.net.

Quick Fixes CCIF Vancouver played host to more than half a dozen sessions. Here are a few words on some of them. Scott Smith, Automotive Industries Association of Canada, presented early findings of the Collision Industry Survey conducted by the association. A selection of numbers were offered, and feedback requested as to how they shake out with industry experience. Results will be online at www.aiacanada.com in a month or two. Andrew Shepherd, AIA collision training director, brought attendees up to speed on I-CAR training in Canada. In short, it is ongoing and poised for a significant push in the fall. Shepherd also gave special credit to Joe Da Cuhna for maintaining I-CAR’s presence in Canada, despite significant challenges. Larry Jefferies, CARSTAR Automotive Canada, provided an update on the CCIF/Skills Canada program, which has grown to nine autobody painting representatives from Canada, up from zero only a couple of years ago. Support for ongoing efforts is still needed. Visit www.ccifskillsprogram.com for more information.

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photo file

CCIF Vancouver

The CCIF Vancouver reception has morphed into a jam night/networking combo, to ahem, great reviews.

Room to Grow

LKQ-Keystone hosted the official open house for their 75,000 square foot facility in Brampton Ont., with a custom car show-and-shine, as well as a barbecue.

28 Bodyshop l June 2010 l www.bodyshopbiz.com

Phone: __________________________________ Email: _______________________________________

Automotive Internet Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com. To find out how your organization can be included in this directory and on the web, contact aross@jobbernews.com

REFRIGERANT

AUTOMOTIVE PARTS & ACCESSORIES Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality. NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets. Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming”

Duracool Refrigerants Inc. www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology Guaranteed In writing not to harm any Mobile A/C System You can feel the Difference that Quality Makes “Our Formula Never Changes”.

TOOLS & EQUIPMENT

WAREHOUSE DISTRIBUTORS & BUYING GROUPS The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group

Kerr Machine Shop Group Inc.

AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.

www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.

WAREHOUSE DISTRIBUTORS & BUYING GROUPS

HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

Bestbuy Distributors Limited

www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers.

JOBBER NEWS / MARCH 2010

advertiser index MARCH INTERNET p29.indd 29

Anest Iwata USA

www.anestiwata.com

Auto Data

www.autodatalabels.com

Carstar

franchising@carstar.ca

Collision Solution Network

www.csninc.ca

Comairco

www.comairco

www.cromax.dupont.com

H&S Autoshot

www.hsautoshot.com

LKQ

www.lkqcorp.com

Lord Corporation

www.LORD.com

Maaco

www.maaco.ca

www.mirka.com

2,27

www.3M.com/DirtTrap

Pioneer Steel

www.pioneersteel.ca

PPG Canada

www.ppgfinish.com

Tiger Auto Parts Limited

www.tigerautopart.com

DuPont Performance Coatings

Mirka Abrasives Canada 3M Canada

26/02/10 10:27 AM

Stay up to date at www. VOCcompliance.com

www.bodyshopbiz.com l June 2010 l Bodyshop 29

from the publisher

Warning: X-Rated I am not the man I thought I was. I’m not even part of the same generation I thought I was. Let me explain. Growing up, I had always thought that I was a Baby Boomer. While I always had trouble with the moniker—I was born in 1963 and couldn’t see how anything in my life related to the post-WWII homecoming that created the Baby Boom—it was what I was told again and again. I never really felt like one though. I used to joke that the Boomer cornucopia, the banquet table of economic opportunity that was set for the mammoth population hump, was pretty much picked over by the time I got to it. And now I know why. There has been much talk about generational differences of late, both at events, in conversations with shops, and in business media. And from this I have learned a very important fact. It seems that all the while, even before there was a name for it, I’ve been a Generation Xer. There is a great article in the Harvard Business Review’s May edition, “The Leaders We Need Now,” that should be required reading for Gen Xers, and their Boomer bosses. And while I am not one to be a slave to generalities, some of the influences that drive the Gen-X cohort ring true for me. I won’t get into them at length, but the idea that Gen Xers—defined as those born between 1961 and 1981—feel caught between the Boomers and Gen Y, and sort of lost in the shuffle, does not sound like a ridiculous assertion to me. Neither does the idea that there can be no assumptions about a company’s commitment to them long-term. One example trotted out in the article was of a Gen-X manager who, when offered a promotion she had been working for but told she would have to move cities to take it, not only refused, but up and quit. The decision, in the context of someone who had grown up with companies downsizing and de-hiring, makes perfect sense: why move and put all your personal eggs in the corporate basket in a new town when the possibility of being cut loose looms large in your mind, if not also in reality? Situations in real life are rarely that clear-cut, however. You don’t always know all the factors that go into why people make the decisions they do. And even from a generational perspective, people’s values don’t always fit neatly into the Boomer, Gen X, Gen Y, or Millennial boxes that demographers create for them. For me, at the early end of the Gen-X period, I see a lot of Boomer in me—my views on work and career are more Boomer than later Gen Xers might have, and I’m not nearly as suspicious of “The Man” as the would-be manager mentioned in the example, but I also have a collaborative view of workplace dynamics, a very Gen-X quality. I do believe, however, that there are things to be learned from reflecting on generational differences. To me, the whole point is to understand the different ways that people see their world and their work, and figure out how we can work together—and to understand why, in some case, we can’t. Understanding why there might be differences, and to respect those differences, might help us B all do more of the former, and less of the latter. Andrew Ross aross@bodyshopbiz.com

30 Bodyshop l June 2010 l www.bodyshopbiz.com

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