Hammer & Dolly October 2020

October 2020 Volume 14, No. 10 $5.95

www.wmaba.com

Sustainability and Survival: COLLISION P.R.E.P. GUIDES SHOPS THROUGH CHANGE

PLUS: SCRS/CIC November Events Update

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OCTOBER 2020

CONTENTS COVER STORY

BY JOEL GAUSTEN

26 COLLISION P.R.E.P. GUIDES SHOPS THROUGH CHANGE

WMABA’s virtual education program continues.

27 COLLISION P.R.E.P. PREVIEW: OVERCOMING THE UNKNOWNS OF DIAGNOSTICS & CALIBRATIONS NATIONAL NEWS DEPARTMENTS

16 SCRS AND CIC ANNOUNCE VIRTUAL NOVEMBER EVENTS

Executive Director’s Message JORDAN HENDLER

National groups to go online for training and discussions.

6

MEMBER SPOTLIGHT 22 CHARLES COUNTY AUTO BODY BY ALANA BONILLO

10

Editor’s Message JOEL GAUSTEN

11

WMABA Membership Application

14

WMABA Sponsorship Page

A chat with a Maryland mainstay.

INDUSTRY ADVICE: ASK MIKE 30 How Can Shops Generate New Income despite COVID-19?

Making great money is still possible.

25

WMABA Board Page

34

Advertisers’ Index

Stock Images © www.istockphoto.com

October 2020

3

Superior service starts with superior parts.

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

Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you

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

4

www.fitzmall.com

October 2020

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 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

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

Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com

October 2020

5

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

EXECUTIVE DIRECTOR’S

MESSAGE

Appreciate the Instructors: Honoring Toby Chess Do you have someone in your life who would give you the shirt off their back and then show you how to iron and button it? I do.

His name is Toby Chess. And if you’ve ever seen

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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October 2020

Toby at a CIC, SCRS, I-CAR or other event, he’s usually the one giving a technical presentation to help the industry better understand a process, a tool, welding – or just about anything else. He has trained

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.

countless technicians, put on thousands of classes and refused payment from those he holds dear when they’ve asked him for help.

Recently, we honored Toby by sharing his current need for a kidney donor and how people can do more for organ donation. We also set up a GoFundMe page to show him support for all the ways he’s shown us his kindness and instruction for a million years. He was upset at first because he didn’t want the attention.

Normal for him.

You may not have met Toby before, but I guarantee you know someone like him. This is a perfect time – for anyone you have in your life who gives beyond understanding – to say, “Thank you.” We need to lift the uplifting and tell them that we appreciate them. It could be your kid’s coach, a co-worker or employee who

always goes above and beyond, a pastor, a friend, a parent or anyone else who fits the M.O. I regularly contemplate how to be more like Toby.

Really, for the betterment of this industry and all who are in it, we should all want to be more like him every day.

Who can we help? Who needs more training to be better? How can we be the people who help them?

If you are that person, I thank you. If you teach others, thank you. If you mentor someone, thank you. If you donate your time or money for others, thank you too!

For more information on Toby and to make a donation, please visit gofundme.com/f/payitforward-totoby-chess.

H&D

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

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

October 2020

7

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: 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

3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com

6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com

5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com

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

8

October 2020

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Joel Gausten

(973) 600-9288 joel@grecopublishing.com

EDITOR’S

MESSAGE Patience and Progress I write this message during my longest period off the road in 20 years. As someone who has built a career out of bouncing from cars to buses to planes to hotels, I’ve had some difficulty adjusting to the new “normal� of constant Zoom meetings and other web-based industry events.

I’m sure I’m not the only one, and I know many of you have been working hard to adapt to rapid changes of your own at your shops. In an industry where looking toward the future is critical to success, we’ve all been forced to think more about what happens day to day. There’s nothing we can do but remain patient and hope that things turn around soon.

While it’s frustrating to be “grounded� these days, it doesn’t mean that work to strengthen the collision industry has slowed down. Last month, we presented coverage of the most recent Collision Industry Conference (CIC) and the Society of Collision Repair Specialists’ (SCRS) Open Board of Directors Meeting. Both events were conducted in a virtual setting, allowing attendees to participate in inter-industry discussions in safe and comfortable environments of their choosing. This resulted in two of the most extensive and informative gatherings in either organization’s history. Both went a long way in proving that the industry is still hungry for progress despite the roadblocks placed in front of it. While it was strange to not walk into a ballroom, I was still able to feel the spirit of CIC come

through the computer screen. The same can be said of the incredible job SCRS did in presenting its many activities since January and the goals it has set for the future. Now, both SCRS and CIC have announced they will be hosting special virtual events in November despite the cancelation of this year’s SEMA Show. Please read this month’s National News story for information on these can’t-miss online gatherings.

Closer to home, WMABA continues to keep its membership updated and engaged through its virtual Collision Professional Repairer Education Program (Collision P.R.E.P.). This month, we recap the August P.R.E.P. presentation by John Shoemaker of BASF and offer a preview of the October 22 course from Josh McFarlin and Chuck Olsen of AirPro Diagnostics. I encourage you to sign up for this class as well as the final P.R.E.P. course, presented by Bill Enross of cPrax Marketing, taking place next month. Please see page 27 for details.

Until next time, please stay safe and do all you can to remain optimistic. Years from now, we will look back at 2020 as both the industry’s greatest challenge and its greatest victory.

H&D

4P[Z\IPZOP UV^ VÉ&#x2C6;LYZ .LU\PUL 6,4 WHY[Z [OYV\NO V\Y UL^ ¸6W[ 6,š WHY[Z WYVNYHT H[ KPZJV\U[LK WYPJLZ :LL 4P[Z\IPZOPÂťZ <S[YH *VUX\LZ[ WHY[Z HUK WYPJLZ PU [OL 6W[PVUHS 6,4 :\WWSPLYZ JH[LNVY` VM WVW\SHY JVSSPZPVU J LZ[PTH[PUN Z`Z[LTZ Ultra-Conquest Collision Parts Program Highlights: ŕ Ž +PZJV\U[LK WYPJLZ VU X\HSP[` UL^ HUK \UISLTPZOLK 6,4 WHY[Z ŕ Ž (\[VTH[LK WYPJL HUK WHY[ ZLSLJ[PVU PU JVSSPZPVU LZ[PTH[PUN Z`Z[LTZ ŕ Ž /PNO WHY[Z H]HPSHIPSP[` ŕ Ž +LSP]LY` [V TVZ[ THQVY < : JP[PLZ ^P[OPU OV\YZ

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For Genuine Mitsubishi parts, contact these authorized Mitsubishi Dealers.

Fitzgerald Mitsubishi >L >LZ[ :[YLL[ (UUHWVSPZ 4+ +PYLJ[!

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October 2020

-HUU\¡V 0LWVXELVKL , 1VWWH 9VHK )HS[PTVYL 4+ ;VSS -YLL! ;V 3VJHS! -H_!

TP[Z\IPZOPWHY[Z'QLYY`TP[Z\IPZOP JVT ^^^ QLYY`ZTP[Z\IPZOP JVT

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THE LIFT KING HEAVY DUTY PACKAGE allows you to remove and install Semi Â&#x153;Â&#x153;`Ă&#x192; Ă&#x192;>viÂ?Ă&#x17E; >Â&#x2DC;` ivwVÂ&#x2C6;iÂ&#x2DC;Ă&#x152;Â?Ă&#x17E; Ă&#x153;Â&#x2C6;Ă&#x152;Â&#x2026; one operator, with additional tilting mobility for body repair and painting. *DOLLIES ALSO AVAILABLE!

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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

12

OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com

October 2020

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

JERRYâ&#x20AC;&#x2122;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

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 Faxâ&#x20AC;&#x2C6;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

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.

October 2020

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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

www.wmaba.com

14

October 2020

FinishMaster • Single Source National Coatings and Supplies • WheelsOnsite

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.

October 2020

15

NATIONAL

NEWS SCRS and CIC Announce Virtual November Events In response to the cancelation of this year’s SEMA Show, the Specialty Equipment Market Association (SEMA) has announced the launch of an online marketplace called SEMA360 to allow manufacturers and resellers in the specialty automotive segment to connect and conduct business. The eMarketplace will take place November 2-6.

The Society of Collision Repair Specialists (SCRS) is pleased to announce that it will continue its decade-long collaboration with SEMA with the online delivery of the Repairer Driven Education (RDE) series in conjunction with SEMA360.

RDE will take place the same days as SEMA360.

“Education has always been a distinctive highlight of our ongoing partnership, and we are thrilled to see the innovative approach our colleagues at SEMA are taking to addressing the industry’s need for connectivity,” said Brett Bailey, SCRS chairman. “SCRS has been hard at work with our speakers and subject matter experts in transitioning our program in a way that harnesses the same great value the industry has come to expect from the information in our sessions.”

Full Series logins for the RDE experience will now include week-long access to SCRS' collision repair education program.

Additionally, a Full Series pass will provide greater accessibility to all employees within the repair facility for the same $375 that a single individual would have previously invested during the SEMA Show. Participating businesses will also have ongoing access to archived sessions after they have aired. More details will follow; stay tuned to scrs.com/rde for future updates.

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October 2020

“Creating a platform where the industry can gather and discover new products and trends has always been a SEMA priority,” said Chris Kersting, SEMA president and CEO. “SEMA360 is the ideal solution to bring the industry together at a time when we’ve all been kept apart. The platform allows qualified buyers to interact with manufacturers, see innovative new products, check out top SEMA Show builds and take in industry-leading educational offerings.”

Later in the month, the Collision Industry Conference (CIC) has set November 10 and 11 for its year-end virtual meeting.

Each day will run from 11am to 3pm EST via Zoom and will feature updates and presentations from various CIC committees. A special promotional code to attend the virtual meetings for free is available at ciclink.com/sponsors. In related news, CIC recently announced that Darrell Amberson, president of operations for Minnesota-based LaMettry’s Collision, has been named the forum’s new chairman.

Amberson, who most recently chaired the CIC Governmental and Legislative Committee, follows outgoing Chairman Jeff Peevy (I-CAR).

CIC is a forum comprised of all industry segments for the express purpose of discussing and exploring the issues that occur among them. Through discussion and research during meetings and extensive interim committee work, CIC attempts to form consensus on various issues, aware that all such findings are nonbinding and voluntarily accepted. The meetings are open to all interested individuals of all segments of the industry, including repairers, insurers, paint/material

Solutions to the SEMA loss.

companies, equipment entities, vehicle manufacturers, data providers, representatives of trade associations and anyone with an interest in creating a more professional industry. Each agenda has time set aside for “open microphone sessions” for participants to publicly address concerns that are not on the published agenda.

To learn more about SEMA360, visit sema360.com or semashow.com. For more information about SCRS, please visit scrs.com. More information on CIC is available at ciclink.com. H&D

Executive Director’s Thoughts This is a limited – and amazing – opportunity to be a part of national discussions and education from the comfort of your own space. Getting to hear from folks all over the country, gain meaningful information and ask questions of influencers and leaders is something you have traditionally had to physically go seek out.

Take advantage! — 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

October 2020

17

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

18

October 2020

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October 2020

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.

October 2020

21

MEMBER

SPOTLIGHT Charles County AUTO BODY

Charles County Auto Body (Indian Head, MD) has been a staple of its community for nearly 50 years.

The business opened its doors in 1971 and was owned and operated by Mike Jones until 2017. Current owner Ben Nielsen, who was in the market to expand his growing automotive business by adding a body shop, has helmed the operation ever since.

“I was looking into opening a body shop, and that’s when I met Mike,” Nielsen recalls. “We knew it was the right fit for both of us; it was a relationship that was meant to be. Mike didn’t want to just ‘pass it along;’ he wanted to make sure his legacy would continue on.”

The arrangement was an excellent fit for Nielsen, as he was fortunate to take over a team that had high-caliber standards that fit right in with his own ideals. Under the umbrella of the Nielsen Auto Group, he also owns and operates Skyline Automotive (Falls Church, VA), 10th Street Automotive (Washington, DC) and a towing operation that works with all three of his shops.

Nielsen got his start in high school and began to live out his interest in the automotive world by sweeping up floors at a gas station. He went on to spend the next 19 years honing his skills in

Charles County Auto Body thrives thanks to a dedicated crew of professionals.

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October 2020

WMABA member Ben Nielsen helms three of the region’s most successful shops, including Charles County Auto Body.

as many industry positions as possible. The experience working for others prepared him to follow his own path.

“We have five kids, and I hit the point where I didn’t spend as much time [at home] as I wanted to. So, we cashed in everything we had and opened our first mechanical shop – Skyline Automotive.”

The business grew rapidly, and he soon discovered a strong need to provide body work to his customers as well. He started out subletting but soon found he couldn’t control quality to his standards and made the decision to open a body shop. Soon after, he met Mike Jones, and the rest is history.

Approaching 50 with pride.

BY ALANA BONILLO

“We have been focusing on the ease of repair, and we’ve been doing this long before COVID-19 hit. Our free pick-up/drop-off service has been huge. Logistically, being able to handle the whole metropolitan area of DC, Maryland and Virginia has expanded our reach to a very heavily populated area.”

As a member of WMABA, Nielsen looks to the association for guidance when it comes to following processes and procedures recommended by auto manufacturers.

“Because quality is our number one focus, we need to make sure we follow these processes and explain to insurance companies why we need to be fairly compensated for these repair plans.”

Nielsen’s wife, Erin, shares the role of CEO of Nielsen Auto Group. Recently, the couple’s oldest daughter, Emma, currently on a break from her high school sports programs due to the pandemic, came on board to help out in the office with marketing and finance work.

As for the future, Charles County Auto Body and Nielsen’s other enterprises will continue to serve customers and thrive through the satisfaction that can only come from a job well done.

“I love what I do,” he says. “Because we are so focused on our team, it’s very rewarding to see them grow individually and be able to see them meet their goals. I really get great joy out of that.”

H&D

October 2020

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October 2020

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

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

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

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 WMABAâ&#x20AC;&#x2122;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 nationâ&#x20AC;&#x2122;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

October 2020

25

SUSTAINABILITY and SURVIVAL:

COVER STORY

Collision P.R.E.P. Guides Shops through Change

More than any other time in history, 2020 has prompted the collision repair industry to adapt to the changes around them to ensure lasting profitability. WMABA recently drove this point home with “Positioning Your Business for Sustainability among Constant Collision P.R.E.P. presenter Change,” the second presentation in John Shoemaker (BASF) its 2020 virtual Collision Professional Repairer Education Program (Collision P.R.E.P.) held in conjunction with the Alliance of Automotive Service Providers of New Jersey’s (AASP/NJ) NORTHEAST® Automotive Services Show.

Presented by BASF Business Development Manager John Shoemaker, the 70-minute discussion went deep into some of the biggest factors that are reshaping how the industry functions from within and serves the motoring public. The ultimate goal of the AMiaccredited course was to help attendees better focus on sustaining their operations through the frequent and intense developments occurring around them. “[Sustainability] means a lot of things to a lot of different people,”

Shoemaker observed. “I think it means, ‘How do we take our business from here and be successful until we’re ready to not be in the business anymore?’”

Shoemaker spent considerable time exploring the rise of OEM certification programs, noting that they have grown in the industry as a result of automakers’ desire to better protect their brands and ensure proper automotive repairs for their consumers.

“The customers were mad at the OEMs because they took [their vehicles] to Bob’s Body Shop and things didn’t work quite the way they’re supposed to, so now it’s the cars’ fault.”

Shoemaker believes that shops that embrace the OEMs’ increased interest in the repair process will be in a better position to generate work moving forward.

“To sustain in our industry, you are going to need OEM certification. There’s probably no way around it. If you’re going to be successful in our environment, you will need to have at least one OEM certification.”

How can facilities narrow down which certification program would be right for them? Shoemaker recommended that attendees research how many certified operations already exist in their market (via information available through Assured Performance Network or directly from the OEMs), the vehicles these certified shops specialize in and the minimum training and equipment requirements (as well as any part restrictions) these certified programs have established.

RECOMMENDED READING

During his presentation, Shoemaker recommended the following books that industry members may find useful in honing their marketing/communication skills and philosophies:

Who Moved My Cheese? An A-Mazing Way to Deal with Change in Your Work and in Your Life by Spencer Johnson

How to Market to People Not Like You: “Know It or Blow It” Rules for Reaching Diverse Customers by Kelly McDonald

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October 2020

The Secrets of America’s Greatest Body Shops

by Dave Luehr and Stacey Phillips

Liquid Amalgam: Managing Service Companies by Dave Dunn

Our Iceberg is Melting: Changing and Succeeding under Any Conditions

by Holger Rathgeber and John Kotter

Continued on page 28

Information and inspiration.

BY JOEL GAUSTEN

Collision P.R.E.P. Preview: Overcoming the Unknowns of Diagnostics & Calibrations

Chuck Olsen

Josh McFarlin

In the fast-paced world of collision repair, diagnostics and calibrations are moving targets that even the most seasoned technician could have trouble fully understanding. As a way to help shops receive the most up-to-date information available, WMABA’s Collision Professional Repairer Education Program (Collision P.R.E.P.) will present “Vehicle Diagnostics & Calibrations: Know What You Know…But More Importantly, What You Don’t Know” on October 22.

Featuring Chuck Olsen and Josh McFarlin of AirPro Diagnostics, the Zoom webinar will assist attendees in better navigating the constant changes surrounding these procedures and identify ways that shops can better utilize the tools available to them. It will also explore why shops need to be forwardthinking in determining how to best service the

vehicles hitting their bays.

“A vehicle manufacturer that has strictly dynamic calibrations today may have a mix of dynamic and static calibrations tomorrow,” McFarlin says. “If you’re not staying in tune with those changes, you’re going to be behind in no time flat. The information that was discussed about ADAS by any expert at the last industry presentation you attended – whether that

Continued on page 33

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

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, VP-Strategic 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 18 – 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. wmaba.com/CollisionPREP

October 2020

27

COVER STORY Continued from page 26

Naturally, OEMs are doing all they can to promote the facilities in their certification programs. Shoemaker explained that this has led to automakers using technologies (such as General Motors’ use of OnStar) to capture repair work at the first notice of loss (FNOL). He predicted that as FNOL practices grow on the OEM side, insurers will have less influence in recommending repair facilities to claimants – especially as vehicle telematics rapidly evolve to the point where they can identify certified shops in a given area.

“OEMs are going to have the mechanisms to recommend a certified shop to their customers in any market.”

Of course, there is no point in being a certified shop if consumers are unaware of this designation. Shoemaker shared a story of consulting with a representative from a Toyota-certified dealership who was dismayed that a competing dealer in the area was getting more work despite not being on a program. Shoemaker soon discovered that the dealer that was losing work had failed to prominently display and promote its certification status on its website.

“If you’re OEM-certified, you need to tell somebody.”

Additionally, he encouraged shops that have achieved I-CAR Gold status and other industry benchmarks to thoroughly describe

what these achievements mean to customers as opposed to simply including logos on their websites.

“As you identify your difference, tell people about it.”

Above all, Shoemaker’s presentation served as a powerful reminder that the formula for success and survival in this industry is not what it used to be.

“Relying on status quo isn’t going to work.”

H&D

Executive Director’s Thoughts Taking control of your destiny is something that sounds hokey, but it is really an integral factor in what I see in determining shop success in the long term. Shops that blame environmental changes or insurers for their ups or downs usually live and die by that tide. The shops that determine, set and adhere to their strategic plans, align with OEMs (even for their repair information) and inform the customer have had more stability in this season than those who drift. I’m not saying those who don’t aren’t hard workers, because everyone I know in this industry is pushing themselves every day. I just want to see more owners and managers grab their destinies and live above the tidal unrest.— Jordan Hendler

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October 2020

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Cowles Nissan of Woodbridge 14777 Jefferson Davis Hwy. Wodbridge, VA 22191 Phone: 703-497-3097 Parts Fax: 703-497-4407 Email: parts@cowlesauto.com

October 2020

29

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 Can Shops Generate New Income despite COVID-19?

Ask Mike: This month, we “ASK MIKE” for his thoughts on ways shops can generate new income even during the COVID-19 pandemic. 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: This has been a financially challenging year for many, but how can shops generate more income right now despite the ongoing pandemic?

Mike Anderson: Many years ago, the CEO of Dunkin’ Donuts spoke at an event I attended. He talked about how Dunkin’ Donuts was successful and had all this business in the morning that paid their bills. However, he said their buildings were sitting empty the rest of the day. Therefore, they were not generating any revenue except in the morning. He explained that the company looked at ways to get more business. They actually purchased Baskin-Robbins. They became busy in the evenings because people were getting ice cream, but the middle of the day was still dead. So, they bought Togo’s, which made them busy in the middle of the day by offering sandwiches. Now they had different business models for different times of the day.

30

October 2020

To shift gears, those who work for or with dealership body shops know that dealerships use what is called the ‘absorption rate.’ That means that the more the other departments can absorb the overhead costs, the more money will flow to the bottom line whenever they sell a car. So, if they can make profit from the service department, the body shop or the parts department, then every car sale goes to the bottom line. The profit margins from car sales are not what they used to be; it’s pretty minimal and not enough to pay the bills. What Dunkin’ Donuts did was say, ‘The more we can have other businesses and income in there, the more they will absorb our costs and increase our profits.’

The reason I tell this story is because I think shops need to start thinking about diversification. Just like Dunkin’ Donuts diversified and decided to sell ice cream and sandwiches, shops need to think about what else they can do with their buildings and people. If they have other income streams, then it helps to not put so much pressure on the body shop to cover all the bills.

In terms of diversification in our industry, calibration is the first thing that comes to mind. Most shops are subletting out their calibrations on cameras, blind spot monitoring, etc. to dealerships because they don’t have the equipment, training or square footage. But I think we’re starting to see some OEMs –

Income in difficult times.

specifically Nissan/Infiniti – getting ready to offer hands-on calibration classes for certified shops. If shops get the training, now they have the ability to get the equipment. Then, it is just a space constraint. One way to possibly solve this problem would be to do all the calibrations in the evening outside of normal business hours.

If that creates revenue, then you’ve already paid the bills.

Calibration is a revenue source that’s going to grow.

Another thing to consider is that the number of vehicles with ADAS is growing every year. When I talk to car dealerships across the country, they say they’re having record months selling cars because people don’t want to take an Uber or public transportation.

Car sales are at an all-time high right now at most dealerships you talk to. That is going to accelerate the number of cars on the road with ADAS. That means there’s more of a potential market to do calibrations in-house.

Another way to diversify is to bring your glass work in-house.

The majority of shops are subletting that out, but there are a lot of great resources out there for training. Also, the equipment is affordable. A lot of shops also sublet their mechanical work – alignments, wheels, etc. If you’re a business doing $1.5 million or more a year in sales, then you can absolutely support having a fulltime mechanic.

When most shops sublet out, they’re only making 20 to 25 percent profit on that. If they can bring it in-house, the gross profit is probably going to be 60 to 70 percent – not to mention the cycle time improvement. Also, from a liability standpoint, bringing something in-house gives you more assurance that you’re actually doing something correctly.

I will caution – and I know I’m going to get some haters on this – that there is absolutely a difference between aftermarket scan tools and calibration targets versus factory ones. Make sure you’re getting the right equipment and targets from the OEMs and utilizing the training when it’s available.

I’ve also seen shops doing more grassroots marketing and getting back to the things they did when they were just starting out in business. They’re really giving that personalized service to customers, but they’re also making sales calls. A statistic that I learned from Ryan Taylor from Bodyshop Booster is that 41 percent of all cars that go through a service lane at a dealership need some type of auto body work. On average, it’s a $900-$1,000 repair. The average dealership runs about 60 to 100 cars a day through their service lane. Sixty cars a day through a service lane times 20 working days a month is 1,200 cars. If 41 percent need some type of body work, that’s roughly 400 cars a month. If we just capture 10 percent of those, that’s 40 percent more jobs. That’s income. If

you’re a dealership body shop, focus on building that relationship with your service lane. If you’re not a dealership body shop, I’m sure there are dealerships in your area that don’t have a body shop.

Now, you have the opportunity to tap into that.

Paint and materials profitability is another thing to look at. Most paint companies offer 20 Groups where you can benchmark and see where there are some areas of opportunity from a financial perspective.

Obviously, another goal should be to capture the customer when you write an estimate. If you write an estimate for someone and they don’t schedule an appointment, follow up with them. When someone calls to schedule an appointment to have you write an estimate, get them in as soon as possible. Also, you need to have the ability for customers to book appointments online. The other thing you should do is look at your average estimate quality, which is critical to profit. You can get all the cars in the world, but if you’re not writing a good, accurate estimate with all the not-included Continued on page 32

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October 2020

31

ASK

MIKE

Continued from page 31

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

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

32

October 2020

operations on there for a safe and proper repair, then you’re losing out. One of the things I like about the Enterprise ARMS report, which is free, is that it shows you what your average labor hours are per estimate compared to the rest of the market. If you don’t know your Enterprise ARMS username and password, reach out to them or reach out to me, and I’ll help you get it.

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).

COLLISION P.R.E.P. PREVIEW Continued from page 27

Support a Safe Environment during the COVID-19 Pandemic & Post PPandemic andemic Safeguard from allergens, disease and more!

was a month, six months or a year ago – has very likely changed since then.”

Although today’s shops are aware that diagnostics and calibrations are necessary, Olsen cautions that some may not be fully up to speed on how to accurately perform them. This course will aim to alleviate that dilemma.

“There’s a misconception that the scanning tool does the work for you and that you just plug it in and it tells

Although today’s shops are aware that diagnostics and calibrations are necessary, Olsen cautions that some may not be fully up to speed on how to accurately perform them.

Celette was asked by some OEM’s weeeks back if we could provide a system for vehicle Cabin Sterilization to make the customers feel more comfortable accepting their vehicles back after repair repair.

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you what’s wrong. Nothing could be further from the truth. The tool needs to be wielded by the right operator in order to get a good result.”

Olsen also stresses that attending the course will enable shops to gain insight into critical evolutions that will soon impact everyday collision work.

“A lot of the material that has been covered in the past has been on dynamic and static calibration, which is mostly for forward-facing cameras. But now, more radar-based systems and LiDAR-based systems are going to come into play. This will make it more critical for shops to identify what they already have and what they’ll need to address.”

Please visit wmaba.com/ CollisionPREP to register for this event. H&D

October 2020

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