April 2020 Volume 14, No. 4 $5.95
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CONTENTS April 2020
8 NORTHEAST
®
UPDATE
NORTHEAST 2020 AUTOMOTIVE SERVICES SHOW RESCHEDULED TO AUGUST DEPARTMENTS
24
COVER STORY BY JOEL GAUSTEN CONSUMERS FIRST OR LAST?
INSIDE A CONCERNING NEW PARTS BILL
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8
LOCAL NEWS 12
WMABA Membership Application
29
WMABA Sponsorship Page
32
WMABA June 3 Golf Outing Flyer
NATIONAL NEWS 16
GIVING BACK: NABC AND CIF SHINE IN PALM SPRINGS
20
REMEMBERING LOU DiLISIO, SR.
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The industry shows its caring side. A friend departs.
INDUSTRY ADVICE: ASK MIKE HOW CAN SHOPS BETTER RETAIN TECHS WITH PAID-FOR TRAINING? Employee retention in a demanding time.
Executive Director’s Message JORDAN HENDLER
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WMABA LABOR RATE SURVEY: HAVE YOUR VOICE HEARD Why sharing information matters.
Editor’s Message JOEL GAUSTEN
34
Advertisers’ Index Stock Images © www.istockphoto.com
April 2020
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April 2020
THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com
5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com
3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com
9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 northwestbmw.com
8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com
6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com
April 2020
5
Joel Gausten
(973) 600-9288 joel@grecopublishing.com
EDITOR’S
MESSAGE
AN INSULT TO THE INDUSTRY
As I write this message, I’m in the process of packing after recently selling my home. To retain some level of sanity, I’ve
hired a moving company to do most of the heavy lifting when the time comes. Even with the 10 percent “new customer discount,” I’ll be paying them an hourly rate that is roughly three times the average hourly auto body Labor Rate in Virginia, Maryland and West Virginia. Yesterday, I paid a local contractor $40 to swing by and take an old propane grill that wouldn’t fit in my car to the dump down the street. Think about that for a minute. He spent maybe 15 minutes taking care of this for me, and I paid him an amount close to what you might be getting per hour to repair a vehicle in your market. I didn’t mind paying him his fee; he took care of something outside of my present abilities. The same goes for the movers, who will soon have their work cut out for them. But these are real-world examples of how poorly the auto body industry is treated. It’s downright stunning – and absolutely insulting to the many professionals out there who keep up with the training, equipment and technology necessary to keep consumers safe in their repaired rides. WMABA is currently conducting a Labor Rate Survey. I encourage you to take the time to participate. This is a way for the association to gather true figures from the markets it
WMABA OFFICERS PRESIDENT
VICE PRESIDENT
SECRETARY
IMMEDIATE PAST PRESIDENT
Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. markschaech@gmail.com 410-358-5155
BOARD OF DIRECTORS
Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928
Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200
ADMINISTRATION
EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116
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April 2020
represents and use them to illustrate the need for change in this industry. The only way to solve the financial issues in this profession is to present accurate information to lawmakers and others who can make a difference. Your presence in this process matters. Please go to page 12 for more information. Now, if you’ll excuse me, I need to check my bank account and weep. H&D
STAFF
PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR GRAPHIC DESIGNER
Thomas Greco thomas@grecopublishing.com
Alicia Figurelli alicia@grecopublishing.com
Joel Gausten joel@grecopublishing.com
Lisa M. Cuthbert lisa@grecopublishing.com
EDITORIAL/CREATIVE COORDINATOR
Alana Bonillo alana@grecopublishing.com
OFFICE MANAGER
Donna Greco donna@grecopublishing.com
PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2020 Thomas Greco Publishing, Inc.
EXECUTIVE DIRECTOR’S
MESSAGE
Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
Can a Tiny Virus Steal Our Peace? This message is being written just one day after the decision to postpone the NORTHEAST® Automotive Services Show – and our Collision Professional Repairer Education Program (Collision P.R.E.P.) – to August. Amid concerns like public stress, governmental interference or cancellation by the venue, there were also corporate travelers being put under restrictions. The show management just didn’t see the success of the show continuing with rising problems, and they decided to postpone. In business, pivoting is required for success. Oftentimes, staying put is the worst decision when faced with adversity. The decision to change is scary, and factors outside our control can bring tension to a height that’s nearly unmanageable.
Automotive Services Show Rescheduled to August
Amid coronavirus concerns throughout the tri-state area, the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) has decided to reschedule the 2020 NORTHEAST Automotive Services Show, originally scheduled to take place March 20-22 at the Meadowlands Exposition Center (MEC) in Secaucus, NJ, to new show dates of August 21-23 at the same location. “When [New York] Governor Cuomo announced [on March 7] that they were declaring a State of Emergency, we immediately began discussions regarding this year’s NORTHEAST show,” comments AASP/NJ President Jerry McNee. “We were pretty sure that New Jersey would soon follow, and so first thing [on the morning of March 9], we began reaching out to vendors and member shops to see what their thoughts were. Needless to say, we weren’t surprised when everyone we contacted felt that it would be best to reschedule the show for later in the year. Our top priority is always the safety of our attendees, exhibitors and supporters, and we felt that we just couldn’t take the chance that someone might become infected at our show.” New Jersey Governor Phil Murphy declared a State of Emergency several hours later. AASP/NJ has had the backup date of August since the outbreak began. “Thankfully, the MEC had a few open dates available for us to
What we have here is the decision to not let the media storm and public influences guide our direction. Even though we had concern for moving to the summer date, there is now a host of new opportunities open to us to bring even more value and more reason to join us. We hope that you will see, once the media hysteria subsides, a real lesson of focusing on the pivot to the positive and how that is the best option for controlling our outcome of a successful and even better event! See you there! H&D
choose from. We wanted to make sure it was far enough in the future so that the COVID-19 danger would pass, but not so far as to be too close to SEMA. We also felt that August would work for us since NORTHEAST is predominantly a ‘drive-to’ show as opposed to a ‘flyto’ show. “Besides, who wouldn’t want to be in New Jersey in the summertime?” he continues. “At NORTHEAST, you get the best in collision industry education and training. You get to see the best in equipment, paint and tools... And you’re three minutes away from the brand-new American Dream indoor theme park, ski slope and water park. You’re also 10 minutes from Times Square and 45 minutes from the Jersey shore!” McNee says that AASP/NJ understands the concerns of those who attend and exhibit at the NORTHEAST show. “There wouldn’t be any other reason other than an act of God that we would reschedule. But this was all about keeping everyone who comes to the show safe and worry-free, and we want to thank everyone for their patience and understanding. This year is an anomaly. Next year, we will return to the third week in March as always. But that won’t stop the NORTHEAST show from continuing the amazing growth it has maintained since we returned to New Jersey back in 2009. We apologize for any inconvenience, but we are excited and look forward to seeing over 6,000 industry professionals the weekend of August 21.” Pre-registered NORTHEAST attendees will not need to reregister, as badge data will be carried over to these new dates of August 21-23. For updates and information on NORTHEAST, please continue to visit the official event website, aaspnjnortheast.com, and visit AASP/NJ online at aaspnj.org.
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
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April 2020
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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards. In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it. For Genuine Honda parts, contact these Authorized Honda dealers. Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com
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Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: bmorgan@drivemiller.com
April 2020
JOIN ! TODAY
April 2020
11
Data and new directions.
LOCAL
NEWS WMABA LABOR RATE SURVEY:
Have Your VOICE WMABA wants to make sure collision repairers in its member states have their say, and the association has made it easy for shops to do so through the return of its Labor Rate Survey. Ongoing since last December, the Survey is open to all shops in the region to supply the real-world data needed to help WMABA address issues and benefit the industry. WMABA’s Labor Rate Survey originated in 2012. Since then, the association has conducted it bi-annually as a way to regularly track the economic realities of shops and see what trends may change over the years in its various markets. The Survey collects data from collision repair shops in nine regions: Baltimore, Annapolis, Hagerstown, Washington DC, Virginia Beach, Charlottesville, Richmond, Roanoke and West Virginia. Hammer & Dolly will feature the results in an upcoming issue. Over the years, WMABA has been able to pick up on significant changes through the Labor Rate Survey process. For example,
HEARD
results from the 2017 Survey compared with those from 2013 showed that the Annapolis region experienced growth with the frame Labor Rate, increasing nearly $10 over the four-year time period; Baltimore’s body Labor Rate also climbed four dollars over that same time period. Additionally, the 2018 Survey showed that nearly 97 percent of respondents were told, “We can’t pay for that because it goes against insurance company policy,” even when the shops knew the procedure to be reasonable and necessary. That same year, 100 percent of respondents reported that poorly written insurer estimates delayed the repair process and cost their facilities time and money to fix these mistakes. Do your part in helping the industry. If you have not done so already, take the WMABA Labor Rate Survey today! Visit wmaba.com/labor-rate-survey or surveymonkey.com/r/wmabalaborratesurvey2019. H&D
OVER 40 YEARS NISSAN EXPERIENCE #1 WHOLESALE DEALER IN DISTRICT MULTIPLE DELIVERY DRIVERS Visit Us 14777 Jefferson Davis Highway Woodbridge, Virginia 22191 M-F 8am-7pm SAT 8am-5pm
Contact Us E-mail: parts@cowlesauto.com Phone Number: 703-497-3097 Fax Number: 703-490-4407 www.cowlesnissan.com
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April 2020
WHY GENUINE PARTS? It’s the Right Thing to Do
You lose money when aftermarket parts don’t fit. Toyota Dealers are your best source for Genuine Toyota Parts. All it takes is one call. For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com
Jerry’s Toyota 8001 Belair Road Baltimore, MD 21236 Phone: 410-661-4610 Fax: 443-455-1453 toyotaparts@jerrystoyota.com driley@jerrystoyota.com
Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465 dthompson@youngertoyota.com
Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361 roy.easter@koons.com
ToyotaPartsAndService.com April 2020
13
Audi dealers strive to make you an Audi Genuine Parts fan •
Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.
•
Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.
•
Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.
•
Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers. No other supplier comes close.
Helping you do business is our business. Order Audi Genuine Parts from these select dealers. Audi Arlington 3200 Columbia Pike Alexandria, VA 22204 703.739.7490 Fax: 703.684.8420
Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com
Audi Bethesda 5206 River Road Bethesda, MD 20816 Parts Direct: 240.762.5636 Parts Fax: 301.718.1847 www.audibethesda.com
Rockville Audi 1125 Rockville Pike Rockville, MD 20852 Parts Direct: 301.296.2870 Parts Fax: 301.762.5055 www.rockville-audi.com
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April 2020
Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929 Fax: 301.890.3748 www.audisilverspringparts.com
Audi Owings Mills 9804 Reisterstown Road Owings Mills, MD 21117 Parts: 877-411-6825 Parts Fax: 410-372-3380 www.audiowingsmills.com
Join u us in celebrating Kemperle e’s 80th An nniversary at our o 2020 expo! x
T H E H I LT O N L O N G I S L A N D / H U N T I N G T O N 5 9 8 B R OA D H O L LOW R OA D, M E LVI L L E , N EW YO R K THURSDAY APRIL 23, 2020 5PM-11PM FRIDAY APRIL 24 , 2020 5PM-11PM SATURDAY APRIL 25, 2020 9AM-2PM ALL ATTENDEES MUST BE PRE-REGISTERED PLEASE CONTACT YOUR SALES REPRESENTATIVE FOR REGISTRATION April 2020
15
Changing and saving lives.
NATIONAL
NEWS Giving Back: NABC AND CIF SHINE IN PALM SPRINGS
The auto body industry’s philanthropic side was recently on full display in Palm Springs, CA with special events held by the National Auto Body Council (NABC) and the Collision Industry Foundation (CIF) to give back to those in need. Emotions ran high during “NABC Day,” which saw the charitable industry organization both celebrate its 25th anniversary and gift three Recycled Rides to members of the community. NABC’s Recycled Rides is a program in which businesses representing all facets of the collision repair industry team up to repair and donate vehicles to individuals and
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April 2020
Maryjane Cano-Cruz enjoys her new Recycled Ride for the first time.
families in need of reliable transportation. Since the program’s inception in 2007, members of NABC have donated more than 2,200 vehicles valued at more than $36 million. The “NABC Day” Recycled Rides were gifted to the following: • Maryjane Cano-Cruz, an 18-year-old student at California State University in San Bernardino. Cano-Cruz works with children in need, and the gift of transportation will allow her to get to work, continue her volunteer duties and complete her
education. She received a 2013 Ford Fusion SE that was donated by State Farm and refurbished by CARSTAR Allstar Collision (Corona, CA). • Ashly Potter, a single mother with a young son who has autism. She received a 2017 Toyota Camry SE that was donated by Hertz and repaired by Fix Auto Cathedral City (Cathedral City, CA). • Melissa Lozano, who escaped from a gang-infested neighborhood and challenging life as a teen and today is working to be a good role model for her 13 children. The gift of a 2018 Honda Civic Sport that was donated by GEICO and refurbished by Hamblins Body, Paint & Frameshop (Riverside, CA) will allow her to get them to school and activities and continue on a positive path. Speaking with Hammer & Dolly following the presentation, Cano-Cruz was quick to share her excitement and gratitude. “Now, I can get to school comfortably, on time and stress-free. I can go to work with
continued on page 31
USI of North America 566 Commerce St. Franklin Lakes, NJ 07417 PH: 201-405-7761 EMAIL: s.moretto@usius.com www.usius.com
18 USI Italia Booths and Still Counting at No. 1 Collision
When anyone has a technical question for No. 1 Collision regarding any piece of equipment from a car rack all the way to a paint booth, they ask Facilities and Equipment Manager Milford Cumberland is the person to ask. At the age of 66, he is the old wise man that holds the cards and is the information gatekeeper on every facility, as well as all of its training, tools and equipment. One of Cumberland’s job at No. 1 is overseeing the acquisition, installation and ongoing maintenance for 18 USI Italia booths. It’s an enormous investment that keeps paying for itself over and over again, and as a result, Cumberland is likely North America’s #1 expert about these Italian-made high-end spray booths. The No. 1 Collision Centre in Richmond, British Columbia invested $19 million in an impressive 70,000 sq. ft. state-of-the-art location on two acres that is over the top in every way. “We call our facilities the superstars of the industry and our largest one definitely has that ‘wow’ factor,” Cumberland said. “Other shops and many of the OEMs request tours of this shop all the time and fly here from the U.S. and Europe just to see what we’re doing. When they see a dozen USI Chronotechs here set up side-by-side and full of high-end luxury vehicles, they are impressed, no doubt.” If you walked into any of the No. 1 Collision locations, you’d find primarily Teslas, Land Rovers, Jaguars, Porsches, Mercedes-Benzes, Audis, Volkswagens, MINIs, Ferraris, Maseratis and even a few Rolls Royces being repaired. Certified to work on this impressive assemblage of 10 OE certifications, No. 1 Collision works hard to stay current with the training and equipment required to make this list. CEO Rob Walker and his brother COO Scott purchased a shop in 1993 and today No. 1 Collision repairs a total of more than 1,0000 cars every month. The Walker Group of Companies have built an impressive business that includes four collision centers in Canada and one in the U.S. This MSO has invested approximately $1 million in its USI booths after acquiring their first one in 2009. When it comes to acquiring any tools, equipment or training, Walker isn’t afraid to pay for value, “We learned rather quickly that trying to cut costs isn’t the best way to go,” Rob Walker said. When we started looking at paint booths, we realized that the European ones were superior and that USI was the best. Our Chronotechs are like BMWs while some of the others are more like KIAs. We will never buy another type of paint booth, because these have proven to be superior across the board. The technology is unmatched with incredible lighting, better air movement and sturdy construction.” Cumberland agrees with Walker and is more than willing to expound on the capabilities and advantages of using USI booths, he said. “We are very impressed with the USI direct drive system and their powerful motors (15hp), and everything is tunable on-site. Some paint booths contain cheap components and in the end they’re nothing more than just cargo boxes with lights. A great booth is something you can install and then not worry about it for 20 years and that’s what we have with USI.”
Refinish Technician Ben Yi paints primarily high-end vehicles in a USI Chronotech spray booth at No. 1 Collision.
Whenever he purchases anything, Cumberland makes certain that the support that is both accessible and accountable. “We made sure that the support from USI was going to be strong, and that was one of the many things we considered before acquiring the booths,” he said. “At the very beginning, all of the USI people gave me their phone numbers, which has turned out to be a real blessing. They’re very responsive and you can tell they love what they’re doing. When I call them, especially their tech people, they are more than willing to answer all of our questions. We can’t afford to be down at any time if we want to maintain our reputation. I tell people the sign says No. 1, not No. 2.” “I always tell people that to succeed in this industry, you should never skimp on things such as air compressors and paint booths,” Cumberland said. “We’ve been very fortunate with USI and now they’re an integral part of everything we do here.” When it comes to maintenance and upkeep, Cumberland has a huge calendar that tells him what to replace and when with every USI booth. “With 18 of these babies, we have to stay on top of it, so that they will perform at a high level all the time. With USI, we don’t have to replace the filters or the intake and exhaust cubes as frequently as we would with another brand, which gives us another advantage over the competition.”
Chesapeake Automotive Equipment 857 Keith Lane, Owings, MD 20736
800-604-9653 www.chesautoequip.com April 2020
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KEEP IT GENUINE
INSIST ON GENUINE GM PARTS
We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence. Contact these Genuine GM Parts dealers for all your parts needs: NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: parts@nucar.com www.nucar.com
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OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com
April 2020
RADLEY CHEVROLET 3670 Jefferson Davis Highway Fredericksburg, VA 22408 Phone: 800-355-8202 Direct: 540-898-0055 Fax: 540-891-2074 www.radleychevrolet.com
OURISMAN CHEVROLET OF ROCKVILLE 807 Rockville Pike Rockville, MD 20852 Toll Free: 800-345-4640 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com
JERRY’S CHEVROLET 1940 E. Joppa Road Baltimore, MD 21234 Toll Free: 844-817-9405 Local: 443-219-3339 Fax: 443-403-0803 chevyparts@jerryschevrolet.com www.jerryschevrolet.com
HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE. SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS. TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR A HYUNDAI WHOLESALE PARTS SPECIALIST. For Genuine Hyundai parts, contact an Authorized Hyundai Dealer. Fairfax Hyundai 10925 Fairfax Blvd. Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: parts@fairfaxhyundaiinc.com
Malloy Hyundai 1880 Opitz Blvd. Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: hmkparts@aol.com
April 2020
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NATIONAL
REMEMBERING LOU DILISIO, SR.
NEWS
The national collision repair community is mourning the recent passing of Lou DiLisio, Sr. at 88. He was the father of past Collision Industry Conference (CIC) and Society of Collision Repair Specialists (SCRS) Chairman Lou DiLisio, Jr. of Automotive Industry Consulting, Inc. Lou Sr. grew up in Mount Kisco, NY working in the family auto body shop, Mt. Kisco Paint and Body Shop, which was opened by his father in 1932. He eventually took over and ran the shop for over 30 years. His brothers Angelo and Ed, both now deceased, spent time working for the business as well. Away from auto body, he founded a successful food manufacturing business, Casa DiLisio Products Inc., in 1973. He began the business by manufacturing the company’s frozen Italian sauces in the evenings and weekends along with his wife of nearly 66 years, Lucy, and it grew into a fulltime enterprise. He was also a tennis player, wine connoisseur and avid musician whose dance band (which he formed when he was still in his teens) played for many local weddings and events. His love for music drove him to become part of the Yonkers Philharmonic Orchestra, among other organizations. In addition to being profiled by CBS in 1976 and the New York Times in 1977, Lou Sr. appeared on the Food Network and was a guest on Live with Regis and Kathie Lee in 1996. In a February 1977 radio address shortly after the CBS report aired, future US President Ronald Reagan praised the New Yorker’s independent and inventive spirit.
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April 2020
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MINI of Alexandria 5990 Duke Street Alexandria, VA 22304 703-461-6250 fax: 703-751-0595
MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879 Parts: 240-238-1204 Parts fax: 240-238-1493
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© 2020 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.
April 2020
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;V Ã&#x201E;UK V\[ TVYL HIV\[ <S[YH *VUX\LZ[ WYPJPUN JVU[HJ[ `V\Y SVJHS 4P[Z\IPZOP KLHSLY ;V
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April 2020
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Porsche of Arlington 3154 Jefferson Davis Highway Arlington, VA 703-684-8835 Fax 703-518-0467 arlington.porschedealer.com
Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com
Š 2020 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.
April 2020
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COVER STORY
Inside a Concerning New Parts Bill “Unintended consequences.” These words are heard a lot in the Legislature – and often felt by constituents – whenever a well-intentioned bill results in a law that causes more harm than good. Such is the case with a new bill in Maryland that could have a dramatic – and, in WMABA’s mind, a potentially devastating – impact on the state’s motoring public.
The Good News Introduced by Maryland Delegate Mary Ann Lisanti (D-Havre de Grace), House Bill 1418 calls for insurers issuing automobile policies in the state to make it clear in their policy language that the insured has the option of requiring the use of genuine crash parts, certified aftermarket crash parts or non-certified aftermarket crash parts during the repair of their vehicles. The bill defines “crash parts” as fenders, bumpers, door panels, hoods, grills, wheel wells and front and rear lamp display panels. As defined by the bill, genuine crash parts are “manufactured by or for the original manufacturer of the motor vehicle to be repaired” and “authorized to carry the name or trademark of the original manufacturer of the motor vehicle.” Aftermarket crash parts are defined as those “manufactured by a
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April 2020
person other than the original manufacturer of the motor vehicle to be repaired and for which the original manufacturer of the motor vehicle has not authorized the use of its name or trademark by the manufacturer of the crash parts.” In terms of certified aftermarket crash parts, House Bill 1418 characterizes these products as those certified to standards “established and made publicly available by a nationally accredited developer of standards for crash parts that is exempt from taxation.” The bill calls for certified aftermarket parts to be “developed in a consensus–based public forum that allows for public comment.” These parts would also be “subject to regular testing by an independent third-party testing facility to validate compliance” and “identified by a highly visible certification mark with a number that is: 1. unique to a particular crash part and 2. designed to maintain a record of the crash part so that the crash part is traceable to the original manufacturer.”
The Bad News Although House Bill 1418 succeeds in providing clear definitions to the parts it lists, it’s what the bill doesn’t say that could be worrisome for consumers and vehicle owners
alike. Stalled parts-related Maryland legislation issued in 2016, House Bill 1258, sought to prohibit the use of certified/noncertified aftermarket parts during the first two years of a vehicle’s life. The current legislation does not include this important WMABA-endorsed provision – and the absence of this language puts the association in a precarious position in terms of officially getting behind the legislation as written. “It’s clear Delegate Lisanti intended to put together a consumer-friendly bill that addressed parts choice, as she relayed a story to me of a constituent who had complained to her of such an event on a sixmonth old vehicle,” explains WMABA Executive Director Jordan Hendler. “That said, the removal of the original major components of the previous bill, such as the timeframe for the required use of OEM or certified aftermarket parts, renders it pointless to our previous efforts. It does retain consent for the use of aftermarket parts, which is great, but that also is in conflict with the added-in language.” The potentially harmful “added-in” language Hendler refers to involves the consumer’s proposed responsibilities during the repair process. While the bill would grant
insureds the ability to specify the parts they want installed in their vehicles, it also states that they must provide written consent if they choose to have the shop use certified/non-certified aftermarket parts. There is also nothing in the bill outlining who is responsible for paying for the use of genuine crash parts if the insured elects to have them used in the repair. “I don’t see this as an improvement for consumers,” Hendler says. “My fear is that this language would ultimately put more consumers in the position to pay out of pocket for manufacturer or higher quality parts choices.”
Hendler is also reluctant to throw WMABA’s support behind House Bill 1418 due to its lack of language pertaining to both recycled crash parts and proper repair procedures surrounding any of the parts it defines. “Without the bill fully encompassing parts choices, there is ambiguity in the language. That’s the part that kills effective enforcement. We have no enforcement for the language we already have on the books. Procedural requirements lead to more complete repairs, and that would have been great to address in a legislative effort. The absence of manufacturer procedures in the discussion of parts creates a vacuum in which parts choice is always going to be a problem.” The Future While a hearing on House Bill 1418 had not been held as this issue went to press, Hendler believed at the time of this writing that WMABA would not be among the automotive industry organizations standing in support of the
Watching the Legislature. BY JOEL GAUSTEN
bill’s passage unless critical changes were made. “The way the bill is currently written puts us in the unwanted position to oppose even though there are still some good aspects, like the parts definitions themselves. We’d much rather come out in favor of legislation that helps repairers and the all-important customer. “The positive to this bill is that we had clearly made an impact on those who did listen to the previous bill hearings when we were testifying on what we felt were important consumer choice issues,” she adds. “That’s what engaged the thought of this Delegate to reintroduce her version of the language. However, I have concerns over any piece of legislation going into the ‘sausage-making’ process and coming out a bastardized version of our intention, thus killing the effectiveness of creating a positive impact on the consumer experience in collision events.” H&D
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Sheehy Nissan of Manassas 9010 Liberia Ave Manassas, VA 20110 Toll Free: 800-969-4778 Local Direct: 703-361-0377 Fax: 703-361-5165 martinfisher@sheehy.com
Sheehy Nissan of White Marsh 5361 Nottingridge Rd. White Marsh, MD 21162 Parts: 443-270-9001 Parts Fax: 443-270-8993 wmparts@sheehy.com
Cowles Nissan of Woodbridge 14777 Jefferson Davis Hwy. Wodbridge, VA 22191 Phone: 703-497-3097 Parts Fax: 703-497-4407 Email: parts@cowlesauto.com
April 2020
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Genuine Volkswagen Collision Parts Are a Call or a Click Away. The best repairs start with the best shop-supplier relationship. Contact the following Authorized Volkswagen dealers by phone, fax or email to get the parts you need, when you need them. Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138 e-mail: parts@alexandriavw.com
Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081
Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589
Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264
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Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157
e-mail: parts@fitzmall.com www.fitzparts.com
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“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2020 Volkswagen of America, Inc.
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Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488
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Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com
Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264
Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com
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WMABA THANKS
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INDUSTRY
ADVICE
ASK MIKE How Can Shops Better Retain Techs with Paid-For Training?
This month, we “ASK MIKE” for his thoughts on how shops can better ensure their technicians stay with them after these employees receive costly training. We at Hammer & Dolly hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.
Hammer & Dolly: Shops across the country pay their technicians to attend training ranging from I-CAR to courses for some of the most advanced OEM certification programs out there. Unfortunately, we’ve been hearing a lot of complaints lately from facilities
Do you have a question for Mike? Contact Hammer & Dolly Editorial Director Joel Gausten at joel@grecopublishing.com or (973) 600-9288, and we’ll ask him in a future issue.
that lose technicians after this training has been paid on those technicians’ behalf. What are some out-of-the-box ways that these shops can protect their investment while incentivizing technicians to stay on board?
Mike Anderson: I can speak to this firsthand. When my dad and I were partners in business together, we were an Audi-certified shop. Back then, you had to send your people to Germany for training. We spent tens of thousands of dollars per tech for a two-week trip. When one technician we sent there got back, he gave his notice within a week and left. People often ask, ‘What happens if I train someone and they leave?’ The answer to that is, ‘What happens if you don’t train them and they stay?’ We don’t have a choice; we have to train our technicians. But if they leave, we need to ask ourselves why. That is what we need to focus on. Did they think they weren’t compensated properly? Was it because they were asked to do things they didn’t agree with? Did they have a conflict with another employee? With that said, some employees may not have valid reasons for leaving. Sometimes, an employee will come back from training and try to hold the shop hostage to get a pay increase. At our shops, we had an agreement that said we’d pay for a technician’s training, but they were responsible for reimbursing us for these training costs and any legal fees we might incur if they left within a certain time period. We also stated that technicians had to undergo a certain amount of continuing education per year. It’s important for anyone reading this to consult with an attorney to make sure something like that is legal in their state. Also, some shops tell their technicians, ‘If you’re trained, you make this much money.’ Some technicians have told me they don’t like going to training because they’re not paid what they consider a fair wage while they’re away. They actually lose money. In those cases, the shop may not have a very clear training program. You need to set parameters and say to that technician, ‘I’ll pay you to go. Here’s how it is going to work.’
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H&D: I’ve been hearing from shop owners who are actually taking OEM certification training themselves in case they end up losing someone.
12420 Auto Drive, Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com
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MA: Some OEMs require at least two trained people at the shop. If you’re an owner who is a former technician, it makes sense for you to go to training. I think the need for training, and the related costs, will increase. For shops, there is no magic wand to make people stay. Again, I think
Keeping good techs happy.
people need to ask why their people leave. Shops should consider having a third party conduct an exit interview to see why someone left. At the end of the day, this might be the best way to ensure that a valued technician doesn’t leave in the future. Instead of complaining that someone quit, you should see it as an opportunity to learn new ways to retain the people you still have. H&D Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).
NATIONAL NEWS continued from page 16
[children with] disabilities and actually go ahead and get more families to work with and get more hours. I want to get more experience working with disabilities, because I want to be a Special Ed teacher. There were so many community volunteer events that I just couldn’t go to because I didn’t have a ride. Now, I can definitely make it there and give people rides, too. I’m just so thankful!” During a golf tournament that preceded the Recycled Rides ceremony, NABC hosted a unique First Responder Emergency Extrication (F.R.E.E.) event where first responders from the Palm Springs area had an opportunity to learn new cutting and extrication techniques from program instructors provided by HURST Jaws of Life on late-model vehicles donated by USAA. “What a tremendous kickoff for the 25th anniversary celebration of the National Auto Body Council with our members, our industry colleagues and numerous Palm Springs community members,” commented NABC President and CEO Bill Garoutte. “Our mission of ‘Changing and Saving Lives Every Day’ becomes very visible when we
are able to provide three vehicles for deserving recipients and educate community first responders on making Palm Springs’ streets safer for area drivers.” Palm Springs was also the setting of the Collision Industry Foundation’s 10th Annual CIF Gala fundraising event. Held at TheBank Event Center, the evening gathering included raffles and a silent auction and provided a fun atmosphere for CIF participants and recipients alike. The Collision Industry Foundation is the 501(c)3 charitable arm of the collision repair industry and is dedicated to raising, managing and donating funds to provide emergency relief to members of the collision repair industry who have been impacted by natural disasters or other catastrophic events. More information is available at collisionindustryfoundation.org. H&D
Executive Director’s Thoughts The industry really steps up for people when it can. I have a soft heart for both these organizations and what they’ve accomplished in the past 20 years. They truly make change in peoples’ lives. - Jordan Hendler
Get it right from the source.
Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs. When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.
Contact us for all your parts needs: WALDORF FORD 2440 CRAIN HWY WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: parts@waldorfford.com waldorfford.com
© 2018, Ford Motor Company
April 2020
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2020 GOLF OUTING JUNE 3, 2020 Shotgun Start at 2:00pm HERITAGE HUNT GOLF AND COUNTRY CLUB
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April 2020
NATIONAL NEWS
Of course, many industry members from the East Coast and beyond will never forget the preshow dinner parties that Lou Sr. and his family threw each year prior to the Alliance of Automotive Service Providers of New Jersey’s (AASP/NJ) annual NORTHEAST® Automotive Services Show. During his eulogy for his father, Lou Jr. spoke of the kindness that touched everyone who had the pleasure of knowing this unforgettable man. “My father’s generosity to those around us was infectious. One of the things I learned from him was that generosity didn’t mean ‘giving’ something to someone. It very simply meant ‘do the right thing.’ In some cases, that may have been viewed as a gift, advice or just plain friendship, but it was never done to get something back in return. It was done because it was the right thing to do.” Lou Sr. is survived by Lucy, three children (Lou Jr., Linda and Lisa), four grandchildren and two great-grandchildren. He was preceded in death by his son Leslie and parents Edward and Antoinette. H&D continued from page 20
Lou Sr. was one of the kindest men I’ve met. Attending the dinner hosted at their place numerous times, I felt love through food. You could see the love he had for us and the tremendous outpouring he and Lucy would put forward. I can only imagine what it would be like as family. It’s a loss felt by countless people.
Executive Director’s Thoughts
- Jordan Hendler
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ADVERTISERS’ INDEX AkzoNobel........................................4
Antwerpen Toyota............................30
ATI....................................................20
Audi Group ......................................14 BASF ..............................................9
BMW Group ....................................5
Chesapeake Automotive Equipment ......................................34
Cowles Nissan ................................12 Empire Auto Parts ..........................34
Fairfax Hyundai ..............................31
Ford Group ......................................31 GM Parts Group ..............................18
Honda Group ..................................10
Hyundai Group ................................19
Kemperle ........................................15 Koons Ford ......................................11
Mazda Group ..................................28 MINI Group ......................................21
Mitsubishi Group ............................22
Mopar Group ..................................33
Nissan Group ..................................25 Nucar ..............................................7
Packer Norris Parts ........................IBC Porsche Group ................................23
PPG ................................................OBC Reliable Automotive Equipment......2
Wheel Collision Center....................33
Sherwin Williams ............................27
Spanesi............................................20
Subaru Group..................................22
Toyota Group ..................................13
USI of North America ......................17
VW Group........................................26
ZB Negotiations ..............................20
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April 2020
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