Hammer & Dolly August 2020

www.wmaba.com

August 2020 Volume 14, No. 8 $5.95

LEMONS INTO t e e w S LEMONADE: WMABA’s Collision P.R.E.P. Series Gets Virtual

PLUS: COVID-19: Victories and Struggles

Moving Beyond Facebook and Twitter SCRS to Return to SEMA - Live! www.grecopublishing.com

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CONTENTS AUGUST 2020

COVER STORY

BY JORDAN HENDLER & JOEL GAUSTEN

22 LEMONS INTO SWEET LEMONADE: WMABA’S COLLISION P.R.E.P. SERIES GETS VIRTUAL High-level education starts hitting the web this month.

NATIONAL NEWS 12

SCRS LAUNCHES BOT TECHNOLOGY, ANNOUNCES LIVE RDE SCHEDULE BY ALANA BONILLO The national group preps its live return.

DEPARTMENTS

6

WMABA FEATURE 18 DRIVING THROUGH THE STORM: VICTORIES AND STRUGGLES

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IN A COVID-19 SUMMER BY JOEL GAUSTEN A season of increased business - and new insurer woes.

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16

INDUSTRY ADVICE: ASK MIKE 26

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HOW IS ONLINE SHOP MARKETING EVOLVING? Why Facebook and Twitter aren’t enough anymore.

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Executive Director’s Message JORDAN HENDLER Editor’s Message JOEL GAUSTEN

WMABA Membership Application WMABA Board Page

WMABA Sponsorship Page Advertisers’ Index

Stock Images © www.istockphoto.com

August 2020

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Superior service starts with superior parts.

Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life.

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Contact these Mazda dealers for all your parts needs: Brown’s Fairfax Mazda 10570 Lee Hwy. Fairfax, VA 22030 Toll Free: 800-234-8642 Phone: 703-385-3994 Fax: 703-591-5348

Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135

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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August 2020

TO OUR READERS, ADVERTISERS AND SUPPORTERS: THE PAST FEW MONTHS HAVE BEEN CHALLENGING, TO SAY THE LEAST. AS WE ALL LOOK AHEAD TO A BRIGHTER FUTURE, WE WOULD LIKE TO ACKNOWLEDGE THE SUPPORT OF THE MANY READERS AND ADVERTISERS WHO STUCK BY US THROUGHOUT THE PANDEMIC. YOUR LOYALTY SPEAKS VOLUMES. WE APPRECIATE YOUR OVERWHELMING SUPPORT AND FLEXIBILITY - WE QUITE LITERALLY COULD NOT HAVE GOTTEN THROUGH THIS PERIOD WITHOUT YOU. WE LOOK FORWARD TO CONTINUING TO SERVE YOU IN OUR DUTY TO KEEP THE AUTOMOTIVE REPAIR INDUSTRY CONNECTED AND INFORMED. THANK YOU AGAIN - THE BEST IS YET TO COME!

THOMAS GRECO PUBLISHING, INC. PUBLISHERS OF HAMMER & DOLLY

August 2020

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Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

EXECUTIVE DIRECTOR’S

MESSAGE

Collision P.R.E.P. Series Kicks off Amid Marketplace Issues Rising There’s no easier way to get educated right now than online, and WMABA wants to make sure you have that with the best of the best from our industry! If you check out the schedule as part of the story on Page 23, you’ll see that we’ve stacked up an already stellar group for the virtual version of our Collision Professional Repairer Education Program (Collision P.R.E.P.) series, complementing the virtual NORTHEAST® Automotive Services Show August 21-23.

Our goal is to bring even more education as the year progresses. Now more than ever, repairers need to know they aren’t alone. These sessions, along with our Member Watercooler Chats, will be spaces they can hold to connect with colleagues.

It’s still uncertain as to the extent of what will become normalized, and we’ve been getting numerous repairer and consumer complaints about insurer practices. There has already been an erosion in adjusting in person; now that things are nearly all virtual, it’s easy to see why the conflict is rising. While some reports are that rates and procedures are in question, the blanket approach by State Farm to negate pre- and post-repair scanning is making news everywhere.

While scanning has been the source of some complaints,

other insurers are taking a similar stand on hourly rates, saying that the shop is higher than the average. When I hear this, my initial “statistically motivated” response is that half of the subject data needs to be above and the other half below to create the average. Therefore, half of shops should be above the average.

The pushing for an average only then creates a later lower average and the systematic race to the bottom we’ve seen the last 25-plus years.

I know you know this, but sometimes it just helps to say it again. This is why education – and having the association to bounce information back and forth – is so important. Shops need colleagues and community – no one should be doing this all themselves. Let us know if you’re seeing issues in your facility, and we’re more than happy to address them together. Even a single customer having an issue is valid to bring up; every one of them is valuable to the goal of improving the lives of our fellow repairers.

Stay cool, stay safe and, above all, stay educated!

H&D

Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.

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 Kris Burton (kris@Rosslynautobody.com) 703-820-1800

ADMINISTRATION

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

EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116

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August 2020

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.

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©2020 BMW of North America, LLC. The BMW name, model names and logo are registered trademarks.

August 2020

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EDITOR’S

Joel Gausten

(973) 600-9288 joel@grecopublishing.com

MESSAGE Reasons to Be Happy One of the greatest lessons I’ve learned so far in 2020 was taught to me by an infant.

Mere days after the national state of emergency was announced, my girlfriend’s sister gave birth to her first child – a beautiful baby girl.

While it was a joyous event, it was hard to ignore that someone had just entered a world that was so full of fear. This feeling grew worse as news reports soon began showing images of people protesting against the temporary closing of non-essential businesses.

“People are complaining about not getting a haircut while I can’t even hold my niece,” my better half would say in a voice weathered by ongoing concern and overall weariness. A few weeks later, the nation was gripped with protests of another kind, and this only added to an already upsetting time.

Fortunately, as various areas around the country slowly began to lift their initial lockdowns, my girlfriend’s sister felt it was finally safe

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August 2020

enough to allow my girlfriend – who of course wore a mask – to pay her little niece a visit. The photo I received on my cell phone that day was magical. Even with half her face covered, my partner’s joy was clear as day as love and happiness flowed from her eyes after waiting more than three months for the day to come. On her lap sat a beautiful, wide-eyed and perfectly content baby girl who was totally unaware of the strife and chaos of the outside world. All she knew in that moment captured in the photo was that she was loved. Nothing else mattered.

I keep that picture nearby in moments when I need to be reminded that there is still genuine joy and wonder left in this world. I hope everyone reading this has something special like that to think about or refer to when things get tough. No matter what, life goes on – and there is always a reason to be as happy as that special little person born

Continued on page 28

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August 2020

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August 2020

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

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August 2020

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NATIONAL

NEWS SCRS Launches BOT Technology, Announces Live RDE Schedule To say that this has been a complex year for the collision industry would be an understatement. As the country continues to safely and slowly embrace the “new normal” in light of the COVID-19 pandemic, industry members across the country are gearing up for a more active and engaging time during the second half of the year thanks in large part to the Society of Collision Repair Specialists (SCRS).

The BOT Goes Live

The association has officially launched the Blueprint Optimization Tool (BOT), its game-changing and award-winning technology first introduced at the 2019 SEMA Show. The first half of this year was spent testing the product via various pilot shops and finalizing the development phase.

“We found our way through some of the challenges that presented themselves right after SEMA and finished our test cycle positively,” comments SCRS Executive Director Aaron Schulenburg.

“We got such good feedback from the pilot businesses utilizing it. We are proud of the fact that many of them wanted to be the first folks who transitioned into a paid subscription base. We crossed all the t’s, dotted all the i’s and are ready with a product we are very confident will have a positive impact on the collision repair business.”

Powered by NuGen IT, the repairer-focused BOT is a Microsoft Windows software application that automates the print version of SCRS’ Guide to Complete Repair Planning. The BOT application operates alongside of the respective P-Page logic estimating application and utilizes Collision Industry Electronic Commerce Association (CIECA) estimate data to analyze the original repair line information. It then generates an electronic information estimate report that identifies additional repair operations that may have been overlooked. Designed to increase efficiency by establishing consistency, the tool offers an organized means of identifying and adding missed opportunities by dynamically cross-referencing written estimates against the Guide to Complete Repair Planning.

“We set out to create a product designed to meet collision repairers’ needs,” Schulenburg says. “We most look forward to the feedback from our users, as it indicates it’s helping them and making a difference. As an association, our objective is to deliver on what is needed, and this is one more addition to a long list of things that we’ve generated to do that.”

Not surprisingly, the BOT has already received accolades in and

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August 2020

out of the auto body field. The technology was recognized during the 2019 SEMA Show with both a SEMA New Product Award and SEMA Global Media Award.

More information on the BOT can be found at scrs.com/BOT.

Repairer Driven Education at the SEMA Show

Moving away from the web-based industry presentations and events that have become common in recent months, SCRS has announced plans for a live Repairer Driven Education (RDE) series at this year’s SEMA Show, which will be held November 2-6 at the Las Vegas Convention Center.

Schulenburg is excited about the opportunity to hold the RDE series in an in-person setting.

“There have been so many events that people have looked forward to that were not feasible to hold. With RDE and the SEMA Show being live, it really represents the great opportunity to close out what has been an incredibly challenging year. We can go into 2021 with a bit more optimism and a better outlook and be able to conduct some business at an event that brings us all back together.

“Collision repairers, as essential businesses, for the most part have stayed open,” he adds. “They’ve continued to go in and interact with staff and customers and have edged their way through this.

Many are ready to get back to business and interact with their peers and colleagues. It’s great to hear the enthusiasm from those who traditionally attend the show and are looking forward to something that signifies a sense of normalcy.”

Once again, SCRS has put together an excellent slate of RDE offerings addressing the most crucial and timely issues facing industry participants. In addition to offering a host of first-time RDE presenters, the schedule features industry veterans such as Mike Anderson (Collision Advice) and Dave Gruskos (Reliable Automotive Equipment), who are teaming up for the first time this year to present “Leveraging Your OEM Certifications” on November 3. The SCRS OEM Collision Repair Technology Summit and IDEAS Collide Showcase are also set to return this year, with details pending at press time.

One issue weighing heavily on the minds of most shop owners involves finding quality technicians. Presented by Dustin Peugeot (Matrix Trade Institute) and Kevin Wolfe (LeadersWay) on November 4, “Tech Recruiting and Development – Cracking the Code” will aim to offer valuable solutions.

“It’s not just about hiring the right people but rather developing the right people,” Wolfe observes. “Many collision businesses fall short and are not doing enough for development.”

One of the key factors in all this is having the right people in the right job. Wolfe says if people are in positions that are not compatible

In-person connections coming soon.

By Alana Bonillo

with their natural talents, it can take way too much for them to perform in that role.

“If they aren’t the right people and you aren’t developing them, it takes more people to do the work.”

The need for better employees is likely to be an even larger factor now in the wake of coronavirus.

“There is a chunk of those who are over the age of 50-55 who may have appreciated the time off and may decide not to come back,” suggests Peugeot. “So, a talent void was exacerbated, and the need for onboarding better employees who are properly trained is probably more of a priority than ever before.”

During “Leveraging Your OEM Certifications,” Anderson will share with attendees how certified facilities can gain a return on their investments by attracting more work to the door, while Gruskos will explore what the future of OEM certification will look like in regard to tooling, equipment and training. In Anderson’s mind, attending the live RDE events this year will provide the industry with more than just an incomparable educational experience.

“I liken attending SEMA this November to going to church. Some people watch church on TV, but that preacher on that TV can’t give you a hug. What a lot of people in our industry need right now is not

necessarily a hug, but a word of encouragement and a pat on the back.

Things have been tough for some people, so I’m committed to be there if somebody just needs somebody to talk to or be a resource if they are facing a challenge. I want to be there to encourage people so they will actually thrive and not just survive. I’ll be there to serve and to help. I’m encouraging people to go to SEMA not because of what they will get out of it, but what they can give to someone else who may need it.”

After a difficult era for many in the collision repair field, Schulenburg is eager to see the SEMA 2020 experience deliver a muchneeded step forward.

“Now more than ever, it’s important to have something uplifting ahead. We hope the industry enjoys the benefits of both and we can celebrate them in person at the SEMA Show.”

To register for the RDE series at SEMA 2020, visit scrs.com/sema-rde-registration. H&D

Executive Director’s Thoughts SCRS’ BOT tool has the ability to revolutionize estimating – especially for those who are still learning to write complete estimates. No one person can remember everything, and that’s what makes this so great. It’s for the repairer, by the repairer – like nothing else seen before. Every shop needs to at least check it out! — Jordan Hendler

6913 Ritchie Hwy #2, Glen Burnie, MD 21061 410-689-8066 Fax: 410-689-8008 subparts@wilkinsautomotive.com www.wilkinssubaru.com

August 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

August 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

MAINTAIN AN INFINITE INVENTORY OF ORIGINAL MINI PARTS.

At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.

For Original MINI parts, contact any of these authorized MINI dealers.

MINI of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 fax: 410-349-2586

Crown MINI 8710 West Broad Street Richmond, VA 23294 804-527-6860 fax: 804-965-6254

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

MYMINIANNAPOLIS.COM

MINIOFALEXANDRIA.COM

CROWNMINI.COM

MINIOFMONTGOMERYCOUNTY.COM

© 2020 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

August 2020

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An association fostering the exchange of ideas and providing a voice and support for the collision repair professional.

Position Your Business as a Leader!

OFFICERS

PRESIDENT: Torchy Chandler torchy.chandler@gmail.com 410-309-2242

VICE PRESIDENT: Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283

SECRETARY: Phil Rice phil@ricewoods.com 540-846-6617

BOARD OF DIRECTORS

PAST PRESIDENT: Mark Schaech Jr. markschaech@gmail.com 410-358-5155

Rodney Bolton rbolton@aacps.org 443-386-0066

Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928

Just like equipment and training, WMABA membership is not only a commitment to excellence, but also a valuable investment.

WMABA is recognized both regionally and nationally as the key forum for the exchange of ideas concerning the D.C., MD, VA and WV collision repair industry. It is the venue to discuss, learn about and impact evolving standards and policies in the technical, administrative and legislative fronts of our industry.

Shops and industry supporters can best develop themselves and their employees by actively engaging in the association and its activities.

Automotive collision repair facilities in Maryland, Virginia, West Virginia and Washington, D.C. who are willing to adopt WMABA’s Standards of Membership and offer a guarantee to their consumers are encouraged to engage their business as an active member of the association. For over 40 years, the WMABA membership of professional collision repair businesses and affiliates have committed to operating at a higher standard on behalf of their industry and their consumers. Over the years, WMABA has proudly represented the collision repair industry at hearings on Capitol Hill, in Annapolis, MD, and Richmond, VA as well as almost every national collision repair event. While WMABA has a rich history of dedicated men and women serving the local collision repair community, WMABA also boasts numerous past and current accomplished Board members who represent our membership at the national level.

WMABA offers current and dynamic discussion forums on topics facing collision repairers, technical information and educational seminars, opportunities to network and discuss pressing topics with leaders of the collision repair industry, an arbitration program that works with consumers to help resolve issues they might have, apprenticeship programs, legislative representation and the ability to receive and contribute to one of the nation’s leading collision repair magazines, Hammer & Dolly.

EXECUTIVE DIRECTOR: Jordan Hendler jordanhendler@wmaba.com 804-789-9649 Kevin Burt kevinburt@walkermillcollision.com 301-336-1140

Ben Gibson bgibson@richmondmarinecenter.com 804-355-8151

Don Beaver don.beaver3551@gmail.com 443-235-6668

Contact Executive Director Jordan Hendler to find out how WMABA can amplify YOUR voice in the collision repair industry.

Danny Szarka danny@dynamiccollisionservices.com 410-500-9200

Steven Krieps srkrieps@live.com 304-755-1146

Kris Burton kris@rosslynautobody.com 703-820-1800

Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

Porsche Bethesda 11990 Rockville Pike North Bethesda, MD 855-683-3144 Fax 301-945-4341 bethesda.porschedealer.com

Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com

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.

August 2020

17

FEATURE

DRIVING THROUGH THE STORM: Victories and Struggles in a COVID-19 Summer

The sun might be out, but the roads below it are more than a bit bumpy.

As COVID-19 continues to affect everyday life in and out of the auto body world, shops throughout the WMABA region have been reporting both encouraging spikes in overall business and troubling practices from the insurance front. On the positive side, increased traffic on the roads has given plenty of hope – and a jolt of new jobs – to facilities that had spent recent months operating under a cloud of questions.

“When it began, things were up in the air,” shares Kevin Marvin, collision center manager at Criswell Collision Center in Annapolis, MD. “There was a lot of uncertainty; a lot of the technicians had a bleak outlook on the future and just a curiosity on how we were going to move forward or handle things. Early on, our upper management got the PPP [loan], and we were able to keep our entire staff.”

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August 2020

In addition to maintaining its full workforce, Marvin’s operation is currently experiencing a noticeable increase in jobs as drivers in the area begin to hit the road in numbers not seen since early March.

“Everybody has a positive attitude, and things are looking good right now with the way the volume keeps increasing.”

Even when things were slower than usual this past spring, Criswell Collision Center kept its focus on progress.

“We’re used to constant pressure, activity and volume. When that rug suddenly gets pulled out from under you, you’re kind of left looking for things to do. So, we focused a lot on training. A lot of I-CAR’s stuff is online now, so people got caught up on their annual training. We tried to redirect that idle time into something positive.”

While various markets are working hard to make a gradual return to a more normal schedule, in-person negotiations between shops and insurers remain largely elusive at Ourisman Chevrolet in Bowie, MD. As

of late June, Ourisman Collision Center Manager/WMABA Past President Don Beaver had only seen one insurance appraiser turn up at his shop to do an estimate. Although photo estimating will likely stay in place for quite some time, it has led to mixed results at Beaver’s operation. “Photo estimating is not going all that bad for us right now when our facility takes the photographs. The carriers are at least negotiating with us on a legitimate basis. Normally, we do a complete teardown and write a complete estimate when we’re asked to do a photo claim. That said, there have definitely been delays when a customer takes and sends photos to an insurance company. In a lot of cases, those initial estimates are not even in the ballpark.�

In addition to dealing with consumers who have been pushed into being ad-hoc photographers, Beaver has seen perhaps an even more disturbing trend develop during the COVID-19 era. “Some insurers have been cutting estimates left and right. Some of that is because they have referral agreements and know they’re the ones with the work right now. They are cutting times and omitting other things off estimates. After we submit an estimate, a few insurers have been sending back change requests with a lot of things either deleted or cut in half. One common thing we’re seeing is that the paint time on partial refinish with full clear is being modified way more than what is allowable. They’re just flat-out cutting paint times in half, and they’re not paying to do clearcoat on inner panels. Everything is being more scrutinized now because insurers have more people sitting at desks and doing reviews. They have the luxury of time to search for a part they can find five states away for $20 less than what we were quoted from one of our reliable local sources.�

An unpredictable ride moves on.

By Joel Gausten

Parts have also proven problematic for other members of the WMABA community. One shop manager tells Hammer & Dolly that he has been experiencing troubling trends with the built-in parts systems that State Farm utilize through Audatex. “Through this framework, Audatex generates a part quote that is given to the consumer as reasonable reimbursement for a given part,� the member explains. “It will state a quote number and a stock number for a non-OEM part, along with contact names at the parts vendor. This makes it appear that State Farm called and spoke to someone at the parts provider. However, when I look into it, the part doesn’t match anything available in the vendor’s system. When I call the vendor, I’m told the information comes from some internal system the carrier uses that has nothing to do with them. Almost every time I’ve asked for the person from the vendor specifically listed on the quote, I’m told that person either hasn’t worked there for a while or has quit. Either way, those people listed are unavailable to talk about it even though I reached out to them within days.�

These State Farm quotes regularly include the ambiguous “Opt OE� designation, causing confusion over exactly what type of part the shop is expected to order and install on the vehicle. “Not only do the quote numbers and people at the vendors not tie back, but it’s unclear whether the type of part listed is even the type of part you’re getting.�

Additionally, the part price listed on the quote itself is very often incorrect, necessitating a call from the shop to State Farm to address the difference. “Of course, they’ll always say, ‘Just send us the invoice and we’ll Continued on page 31

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August 2020

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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

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August 2020

WMABA THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2020!

We encourage YOUR SUPPORT of those who SUPPORT US! For more information about the sponsorship program, please contact Executive Director Jordan Hendler at (804) 789-9649 or email jordanhendler@wmaba.com

LEVEL 2 BAPS Auto Paints & Supply • Certified Automotive Parts Association

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FinishMaster • Single Source National Coatings and Supplies • WheelsOnsite

August 2020

21

Lemons into Sweet Lemonade:

COVER STORY

WMABA’s Collision P.R.E.P. Series Gets Virtual When COVID-19 gave WMABA’s Collision Professional Repairer Education Program (Collision P.R.E.P.) lemons, it made a big pitcher of lemonade by offering the industry the same high level of quality education in a virtual format.

Starting August off with its first class, the P.R.E.P. series will continue through the remainder of the year with multiple opportunities for the best in training and industry discussions. The association also will continue the WMABA Membership Watercooler Chats each month, giving members a safe and open forum to discuss anything they are dealing with that day.

In conjunction with the NORTHEAST® Automotive Services Show, this year’s efforts to bring an education and trade show environment to the doorstep of repairers was a top priority for the joint association effort with the Alliance of Automotive Service Providers of New Jersey (AASP/NJ). While times may be different, they are opening new doors to deliver needed industry information.

“We will continue to add classes to this already stellar line-up and complement all the industry advancements we have been watching for the past few months,” explains WMABA Executive Director Jordan Hendler. “Repairers are pivoting themselves, and we must as well to give them helpful and valuable education to improve. WMABA is here for our members and the entire industry looking to better their businesses as they bravely face uncertainty.”

Mark Olson of VECO Experts will kick things off on August 6 with “Documenting for Repair Process and Liability, and Building a Bulletproof File,” and he’s got a lot to say about maintaining proper documentation in these uncertain times.

“In the new age of virtual adjusting, it is critical repairers are documenting their processes from start to finish. Proper documentation and utilizing OEM procedures through research is the way of capturing not just the repair information but the commonly missed items that lead to loss of realized revenue. If you’re doing initial planning properly, ensuring technicians follow this plan and deploying fact-based negotiating tactics, you will have a far

easier time dealing with adjusters remotely. I’m very proud to work with WMABA in the Collision P.R.E.P. series, and I’m excited to show repairers why this is so very important!”

Following on August 27, John Shoemaker of BASF will give his insight into “Positioning Your Business for Sustainability among Constant Change,” an AMI-accredited class.

“I’m very excited to be able to put this information together for what is now a very changing marketplace to assist shops in addressing day-to-day processes in a forwardthinking way. Going through the last few months of uncertainty, with the future still foggy, is exactly why this is such an important discussion. Owners and managers want to make positive pivots for growth, and it’s never been more important!”

On September 30, local favorite Mike Anderson of Collision Advice will team up with Danny Gredinberg with the Database Enhancement Gateway (DEG) to present “Utilizing the Vehicle Owner’s Manual to Educate Consumers and Insurers,” a unique approach to consumer education.

“Bringing this class alongside Danny Gredinberg is a great value to our repair community!” Anderson says. “We have a tried and true process in educating the customer as to repair methodology from their owner’s manual perspective. This approach is important to connect consumers’ trust from their carmaker to how you repair their vehicle.”

“Working with Mike to bring this class to the virtual repair community is even more timely, as repairers are having to do a lot of remote functions for the bill payer on behalf of the customer,” Gredinberg adds. “Having the vehicle owner in your corner to discuss possible friction points with the bill payer starts with them being educated and involved. We are excited to offer this information to those repairers looking for inventive ways to retain and empower their customer.”

October 22 will deliver another round of relevant information with “Vehicle Diagnostics & Calibrations: Know What You Know…But More Importantly, What You Don’t Know,” given by the

A new answer to industry needs.

best at AirPro Diagnostics. Josh McFarlin, AirPro’s vice president of strategic business operations, is elated to share the diagnostics presentations.

“The team here at AirPro Diagnostics is looking forward to participating in the Collision P.R.E.P. series with WMABA. These are interesting and challenging times, and the decision to make these classes virtual certainly makes sense to help repairers gain valuable business tools. As a leading remote diagnostics provider, we are excited to provide this relevant information to the greater industry through the WMABA community.”

Hendler encourages repairers to participate

in those sessions most critical to where they are.

“It’s been a bumpy road lately as we all address marketplace and human resource issues, but the industry can band together to find growth to face these challenges head-on!”

On November 12, Bill Enross of cPrax Marketing will dive deep into effective web-based strategies with “Tackling Online Storefront Presence for the Collision Repair Business.”

“Virtual presence is my domain, so I’m excited to share insight with our collision businesses as to how they can leverage the online marketplace to gain and retain customers.

Now, more than ever before, it’s imperative that a business’ online storefront is easily navigated

BY JORDAN HENDLER & JOEL GAUSTEN

and user-friendly. It’s just as vital to stay on top of reviews, which can affect traffic and consumer decision-making. We will give participants opportunities to ask questions about the seminar content to improve their understanding of tactics they can use immediately.”

To honor the experience that attendees expect from an in-person trade show, AASP/NJ is thrilled to announce an online NORTHEAST event for the weekend of August 21-23. This virtual framework will allow attendees to enter an online NORTHEAST portal and access exhibitors’ products, videos and information and even schedule a private meeting.

Continued on page 28

COLLISION P.R.E.P. VIRTUAL EVENTS SCHEDULE

August 6 – 1pm EST

Documenting for Repair Process and Liability, and Building a Bulletproof File [Mark Olson, VECO Experts]

Giving insight to liability, Mark will show you how to make a Bulletproof File that includes all necessary documentation and the ability to research past repairs. He will also feature how to improve process and culture over time while stressing the importance of OEM procedures.

August 27 – 1pm EST

Positioning Your Business for Sustainability among Constant Change [John Shoemaker, Business Development Manager, BASF]

Adapting to the ever-changing landscape of collision repair is a must to ensure lasting profitability. Exploring the ways that sustainability can be achieved, this session will dive into industry changes and how to be forward-thinking, look for constant improvement, embrace training and develop certifications and best practices. Emphasis will be given on damage appraisal documentation, validating processes through education, consistency and how to differentiate yourself. *This class is AMI-accredited.

www.wmaba.com/CollisionPREP

September 30 – 1pm EST

Utilizing the Vehicle Owner’s Manual to Educate Consumers and Insurers [Mike Anderson, Collision Advice; Danny Gredinberg, DEG]

Have you ever thought about reviewing the vehicle owner’s manual before writing an estimate or before processing the vehicle in your repair facility? In this course, Collision Advice shares with you some of the golden nuggets found within the owner’s manuals. Educate the vehicle owner as to why their vehicle may not be drivable or may need seat-belt inspection, OEM repair procedures and more!

October 22 – 1pm EST

Vehicle Diagnostics & Calibrations: Know What You Know…But More Importantly, What You Don’t Know [Chuck Olsen, SVP-Automotive Technology & Josh McFarlin, VPStrategic Business Operations, AirPro Diagnostics]

Confucius said, “To know what you know and what you do not know, that is true knowledge.” John Locke said, “No man’s knowledge can go beyond his experience.”

The presenters of this topic will illustrate and reinforce the importance of both statements relative to vehicle diagnostics and calibrations and the proliferation of advanced driver assistance systems (ADAS) in vehicles manufactured today.

The amount of knowledge, information and misinformation (or myth-information) on the subject is staggering. Collision repair owner/operators, management staff and technicians must know and perform what is necessary and required for every manufacturer, every vehicle, every time (or utilize a service provider who does), which is daunting and often misunderstood. This fact-based session will help to prepare shop owners, managers and technicians for success when encountering new vehicles and ensuring compliance to manufacturer specifications.

November 12 – 1pm EST

Tackling Online Storefront Presence for the Collision Repair Business [Bill Enross, cPrax Marketing]

This fast-moving presentation will talk about how to have an effective website that gets found locally and promotes your skillsets and/or certifications. The discussion will also explore how to get good reviews or respond to negative ones.

August 2020

23

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 www.cowlesnissan.com parts@cowlesauto.com Phone Number: 703-497-3097 Fax Number: 703-490-4407

August 2020

25

INDUSTRY

ADVICE

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.

ASK MIKE: How Is Online Shop Marketing Evolving?

This month, we “ASK MIKE” for his thoughts on newer online marketing technologies that offer greater opportunities beyond using Facebook and Twitter. 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 are always looking for ways to market themselves online, especially now in light of COVID-19. What are some new or developing ways shops can capture consumers in addition to using more traditional social media methods like Facebook and Twitter?

Mike Anderson: Facebook and Twitter are good in a local community, especially if a shop is already tied into that community, but I think there are other and better opportunities than those two sites. I would suggest having a social media presence on Facebook and Twitter, but that’s 26

August 2020

not where the majority of your efforts should go. I’d put more effort into making sure my information was current on any shop locators that an insurance company or OEM uses.

For example, a Nissan-certified shop would want to make sure its profile of everything it offers is current. I would absolutely make sure that I claim my Google My Business page. Google is the top search engine for consumers. The top three Google search terms for consumers are ‘what,’ ‘how’ and ‘best.’ A very common search engine term for our industry is, ‘Best auto body shop near me.’ Google automatically populates the results for a user based on ‘near me.’ You don’t show up on the ‘best’ category on a Google search unless you have a four-star rating or better.

It is also important that you have the ability for consumers to send you a text from your Google business listing from their mobile phones. I have a client who captured $22,000 in work on weekends in just one month after turning on the ability to receive text messages from their Google My Business listing.

Another thing I would recommend is that a shop has

Real tools for online sales.

the ability for a consumer to schedule an appointment through its website. The majority of accidents occur during hours when a shop is closed. Consumers need to have the ability to schedule an appointment when it’s convenient for them. Also, it has become important for a shop to hire a reputable company that understands ‘geofencing.’ Geofencing is where you put an ‘electronic fence’ around a specific GPS coordinate. For example, if I run a Nissan-certified facility, I can geofence the local Nissan dealership. If anyone who is at that dealership in that specific GPS location searches for a body shop, my ad will show up. I have a client who is a Teslacertified facility, and the owner geofenced every single Tesla charging station within a 120-mile radius. Within the first month, he saw his Tesla volume double. So, Facebook and Twitter are definitely good, but these things are better.

If you are going to use Facebook, you need to make sure that you’re posting content at least three times a week. If you post something on Facebook, it has to be something relevant

that people want to share so you will get more followers. That can help keep your brand stay top of mind, but I don’t know how effective Facebook is in getting new customers. But if you do have a Facebook and a website, have your Google reviews and CSI reviews tied into them.

Something else to focus on is ‘over-the-top marketing.’

The way of the future is not advertising on cable TV or TV in general; it’s advertising ‘over-the-top.’ That term refers to devises ‘over’ the cable box. I have clients who are advertising on Netflix, Amazon Prime and Apple TV. More consumers are moving away from conventional TV and cable to these platforms. ‘Over-the-top’ is a much more defined and target-specific environment. For example, if you know you’re doing a lot of Subarus, you’re going to absolutely target the Discovery Channel or National Geographic.

I was recently involved in a study with an OEM, and it was revealed that less than 30 percent of their certified shops Continued on page 32

August 2020

27

EDITOR’S

MESSAGE

Continued from page 8

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

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

during these difficult times. Perhaps that sweet baby is already smarter than the rest of us.

This has never been an easy industry, and 2020 has certainly added to common hardships. But now more than ever, our families and friends will be the ones to help us through our obstacles – and they will also be the people who most need us to remain strong for them.

We have much to look forward to during the second half of this year, including WMABA’s virtual Collision Professional Repairer Education Program (Collision P.R.E.P.), which will be held later this month in conjunction with this year’s web-based version of the NORTHEAST® Automotive Services Show. There is also the Society of Collision Repair Specialists’ live Repairer Driven Education (RDE) series at SEMA this November. Information on both events is featured in this month’s issue. I look forward to continuing my work covering the automotive community as we all move toward ending a tumultuous year and welcoming a bright future in 2021. H&D

COVER STORY Continued from page 23

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

28

August 2020

“We have a great history with NORTHEAST; it has always served as a great way for us to reach the collision repair industry,” shares Tina Nelles, marketing service manager for Platinum Show Sponsor BASF Automotive Refinish Coatings North America. “That will not change with this year’s virtual platform, and we’re excited to be a part of it and still be available to new and existing customers, especially in these difficult times. The industry will still benefit from the NORTHEAST experience, and we look forward to interacting with people through this year’s unique format.”

Already a longtime NORTHEAST exhibitor, Silver Show Sponsor PPG did not hesitate in pledging its involvement in this month’s virtual offerings.

“NORTHEAST is the only trade show we have in our area to really reach out and touch as many customers as we do in that timeframe,” shares PPG Regional Sales Manager Jack Perna. “We want to continue to support AASP/NJ and let our customers know we’re standing side by side with them as things continue to change in our state as a result of the pandemic. We’re here to help; we want to continue our relationships and be part of this community.”

No stranger to virtual engagement thanks to its history of providing online education to its customers, PPG is anxious to further utilize available technologies to reach NORTHEAST’s sizable attendee base.

“We’ve been reaching out virtually to our customers to keep them updated and educated as things progress and start to open back up, and now being a part of NORTHEAST in this way will help us reach even more people in the industry.”

To sign up for Collision P.R.E.P. courses and to receive information on new ones as they become available, visit wmaba.com/collisionprep.

Go to bit.ly/NEPREPemailsignup to be added to an e-blast list for important announcements about NORTHEAST and Collision P.R.E.P. Information on NORTHEAST is also available at aaspnjnortheast.com.

H&D

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

e-mail: vwwholesale@ourisman.com

www.fitzmall.com

Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

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

www.laurelvolkswagen.com

“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2020 Volkswagen of America, Inc.

August 2020

29

30

August 2020

FEATURE

Continued from page 19

pay it.’ It’s still a common practice for shops to share invoices with insurance carriers even though they are not required to do so.”

As this situation continues to affect “almost every State Farm job” that hits his facility, the WMABA member believes the issue stems from the insurer and is not the result of the estimating system being used.

“Audatex is no different than any other tool; you can use it either correctly or incorrectly. I feel like it’s not Audatex that is the problem; the issue is with how State Farm is administering and utilizing that tool.”

To add even more frustration, the shop has faced resistance when attempting to address the issue directly with State Farm.

“To be honest, their field reps will just tell me that they’re doing what they’re told to do.”

In an effort to ultimately provide a safe and complete repair, the shop has been actively encouraging customers to contact their state insurance regulators or get State Farm on the phone to find a solution. In most of these cases, the consumers’ involvement has led to an OEM part being used in the repair.

As WMABA-area repairers move through the summer, it is clear that COVID-19 has caused issues beyond just the obvious need to keep consumers and employees safe and healthy. The financial and logistical dilemmas that appeared during the first half of 2020 have added greater strain to the already shaky relationship shared between many shops and carriers. While better weather and improved traffic numbers have provided at least some relief to many facilities’ bottom lines, the remaining months of this year will likely introduce new concerns as the industry works to rebuild what it had just a few short months ago. H&D

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The second 5-minute cycle starts “The he Anion Cycle” negative ions Neutralize the airborne particles making ng them become heavy and fall to the ground instead of being inhaled into nto our lungs.

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This season may continue well into the future, where what we are seeing becomes normalized. The more ingrained these practices become, the more the problems with them need to be addressed. If this isn’t temporary, then it’s so important we speak up about process improvement with anyone involved. Call me and let me know so WMABA can do its part!

Executive Director’s Thoughts

— Jordan Hendler

August 2020

31

ASK

MIKE

Continued from page 27

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

32

August 2020

mentioned their certifications on their websites. Half of that 30 percent were in violation of their licensing agreements for the way they were using the logos. So, it’s important that certified shops have and promote the correct material on their websites. If you’re a CCC user for estimating, you automatically have a free listing on its Carwise website [carwise.com]. When an end-user clicks on a shop’s listing, they can schedule an appointment through that shop’s website.

Enterprise Rent-A-Car has a sister company called Entegral. There are multiple insurers and OEMs that use it as a network management tool. Every shop has a free listing on Entegral whether they realize it or not. If you’re a shop, you should contact your Enterprise rep about updating your profile. If you’ve bought any new equipment or offer touchless claims, make sure that’s set up in your Entegral profile. OEMs and insurers use that to manage their networks, and that’s how they sometimes find and add new shops.

There are a lot of new marketing concepts that not many people are embracing. This is not the time for them to stay stuck in their ways.

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). H&D

August 2020

33

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It’s the Right Thing to Do

Mazda Group ..................................4 MINI Group......................................15 Mitsubishi Group ............................19 Mopar Group ..................................27 Nissan Group ..................................10 Nucar ..............................................24 Packer Norris Parts ........................IBC Porsche Group ................................17 PPG ................................................OBC Sherwin Williams ............................11 Subaru Group..................................13 Toyota Group ..................................20 USI of North America ......................30

12420 Auto Drive, Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

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August 2020

VW Group........................................29 Wheel Collision Center....................34

8800 Citation Rd, Baltimore, MD 21221

THE RIGHT CHOICE FOR COLLISION REPAIR SHOPS ONE OF THE NATION’S LARGEST OEM FORD PARTS DISTRIBUTORS!

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IN T S E B A! E R A TH E

OVER $6.5 MILLION IN FORD & MOTORCRAFT PARTS INVENTORY Wholesale Parts Fax Lines: Ford Parts: 410-574-8389 Acura Parts: 410-461-7916 Honda Parts: 443-549-1274 “...the best in the business! Your professional staff, large inventory, and quick deliveries make my job a lot easier...A first class organization!”

Jim - Collision Repair Shop

To reach ALL parts departments by phone:

410-574-8305 or 1-855-PNP-PART www.packernorrisparts.com

With 58+ daily departures - we provide FREE deliveries to businesses located in parts of Maryland, Delaware, Pennsylvania, New Jersey, Northern Virginia, and Washington DC. Contact us to see if we can deliver to you!

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PPG Certification Training increases painter productivity.

YOU CAN TAKE THAT TO THE BANK. PPG Certification Training brings out the best in painters by providing in-depth knowledge on products, equipment, technologies and production methods. Taught by the industry’s most experienced instructors, PPG certification courses blend classroom education with hands-on training. This not only helps painters stay current with the latest coating advances, it helps maximize their paint booth productivity—which can be great news for your bottom line.

Visit us.ppgrefinish.com/training to learn more. Contact your PPG Distributor to sign up.

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