November 2020 Volume 14, No. 11 $5.95
www.wmaba.com
Informing with Facts: USING OWNER’S MANUALS TO EDUCATE CONSUMERS & INSURERS
PLUS X
Labor Rate Survey Returns
X Virtual CIC and SCRS Previews X New Programs for Members
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NOVEMBER 2020
CONTENTS
32 Informing with Facts: COVER STORY
BY JOEL GAUSTEN
USING OWNER'S MANUALS TO EDUCATE CONSUMERS & INSURERS
Collision Advice and the DEG team up for real talk.
33 COLLISION P.R.E.P.
PREVIEW:
ONLINE MARKETING DURING COVID-19 AND BEYOND 16
LOCAL NEWS REAL DATA RETURNS: WMABA RE-LAUNCHES LABOR RATE SURVEY Getting back on track with critical research.
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DEPARTMENTS
WMABA PARTNERS WITH CARS CO-OP FOR MEMBER REBATES & DISCOUNTS Members-only pricing drives a new partnership.
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NATIONAL NEWS 22
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SCRS ANNOUNCES VIRTUAL REPAIRER DRIVEN EDUCATION (RDE) SCHEDULE BY ALANA BONILLO Bringing Las Vegas to your office.
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Editor’s Message JOEL GAUSTEN
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WMABA Membership Application
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WMABA Sponsorship Page
NOVEMBER CIC TO SPOTLIGHT DATA ACCESS “GOLDEN RULES” AND “WILDLY IMPORTANT GOAL” Big actions and a major vote to come.
MEMBER SPOTLIGHT ROSSLYN AUTO BODY BY ALANA BONILLO A returning Board member shares his views.
Executive Director’s Message JORDAN HENDLER
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WMABA Board Page
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Advertisers’ Index
Stock Images © www.istockphoto.com
November 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. 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
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November 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.
•
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•
Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.
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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
November 2020
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Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
EXECUTIVE DIRECTOR’S
MESSAGE
Key Points about the Labor Rate and the WMABA Labor Rate Survey We’ve had two years since our last area Labor Rate Survey, and I get calls all the time from repairers looking for the information for their region or to discuss why the rate has remained basically stagnant since, well, about 2005. First of all, do you know how hard it is to get past hundreds of bulldog receptionists to get this information for you? Try calling your own shop and asking for current rates, and see what happens. Save us time and [member] money by filling it out online – pretty please? Your individual information will not be shared. Now That We’ve Gotten That Out of the Way, Where Did This “Rate” Come From? It’s problematic that repairers do not have access to reliable statistical data that would be helpful in determining their own rate and provide internal calculations against (and with) their own costs of doing business. The insurers receive information from companies like CCC, which give them aggregate information based on the inputs. Keep in mind that those inputs are mainly based on “wholesale” prices – an agreed-upon rate based on the business relationships – and not solely the prevailing or “cash” rates. There is mostly DRP data going in, if that makes sense. So, what is regurgitated is a constantly degrading price based on the “upper half of the average” being pressured to meet the average, thus overall lowering prices.
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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November 2020
Even if you look at the US standard rate of inflation utilizing a $48 hypothetical rate from 2005, that would be $63.88 in 2020. Even from 2010, that number is $57.21. (Source: usinflationcalculator.com.) How is this not a massive price-fixing case, you ask? Because it’s willingly adhered to by the unwitting repairers who make up the data. Here’s a quick insight to statistics, and why it’s important to know. Basic Statistics 101 My dad tells a joke: “I graduated in the half of the class that made the top half possible.” Haha! Guess what? Succumbing to an “average price” reimbursement when you don’t know the range of the market prices is saying you’re willing to be the lower half of the class.
STAFF
PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR GRAPHIC DESIGNER
Photo source: financetrain.com
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.
Basic statistics utilize a bell curve. It shows the 68 percent of data forming the natural deviation from the average. So, if you apply that to our hypothetical rate of $48, with a standard deviation of +/-4, that would make the range $44-52. That would mean that a “normal” rate could be anywhere in there, with an additional 27 percent of folks just outside normal range of $40-44 or $52-56. Having these deviations in an open market would be again completely normal. You would even see further that it would be also normal to have outliers in the five percent category – both up and down. These points are why our Labor Rate Survey is so important. When shops are giving us their current posted or “cash” rates, we learn more about the current marketplace with facts – not guesses. We are reliant on our own data aggregations of actual shops in our area. All you have to do is go online and input your information. You
can also do the full Survey where we ask about charging or requiring certain Items. This portion of the Survey is to provide feedback for the marketplace conduct of the repair industry. Your participation will help shops understand and validate items that are fair, reasonable and necessary. In addition, insurer tactic questions are inserted for marketplace conduct validation. This applies to items like “tint,” coatings, coverings, procedures, rental, welding and much more. If you have questions about Labor Rate history, how we perform the Survey or the difference between a wholesale and retail rate, feel free to give us a call! We are always happy to provide resources to help repairers determine their own Labor Rate and at least understand how the “market rates” are currently derived.
H&D Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
November 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
November 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
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
THE S Y S TEM FO OR THE CUSTOMER T H AT WA N T S
ONE ONE S O L UT I O N
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Joel Gausten
(973) 600-9288 joel@grecopublishing.com
EDITOR’S
MESSAGE A Different Kind of November Welcome to the eighth March of 2020! All joking aside, I hope everyone reading this is doing well and staying positive. It’s hard to believe there are only two more months left to this year. In many ways, it feels like 2020 never truly got off the ground. Fortunately, we’re all part of an industry that has largely succeeded in moving ahead despite the challenges that have hit all of us. Typically, the November issue of Hammer & Dolly is the one we distribute at the SEMA Show in Las Vegas. It normally includes previews of specific events occurring during the Show that are of interest to collision repairers, including the Collision Industry Conference (CIC). Although this issue is obviously not displayed inside the Las Vegas Convention Center this year, it features plenty of details
on the virtual opportunities being made available in conjunction with SEMA360, which has been created to provide SEMA attendees with a means of connecting and networking despite the lack of an in-person event. Taking an impressive and proactive approach to addressing the need for industry training and discussions, the Society of Collision Repair Specialists (SCRS) developed an online version of its popular Repairer Driven Education (RDE) series that will be available for ondemand viewing through the summer of 2021! An overview of what viewers can expect from the virtual RDE format is featured in this month’s issue. Additionally, we take a look at the upcoming CIC, scheduled to take place November 10-11 via Zoom. Unlike typical CIC meetings, this one is free for all online attendees. For a special
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November 2020
meeting participation code, please visit ciclink.com/sponsors. As 2020 begins to wind down, it’s possible that our greatest obstacles are still in front of us. No matter where you stand on the political fence, we are only days away from finding out who will lead our country through the next four years. The winter is right around the corner, and it remains to be seen how that will impact our current health crisis. There are many things to keep us awake at night these days, but this time of year is still an opportunity for positive reflection. For one
thing, the fact that you’re reading this means you’re still here. Also, the holiday season is right around the corner. Sure, family gatherings may feel a lot different this time around, but we’ll still have the chance to express the love we have for those dearest to us. There is a lot we can’t control these days, but how we treat ourselves and others is always up to us.
H&D
JO I N ! TODAY November 2020
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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: 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com
8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com
6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com
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.
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November 2020
November 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
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November 2020
FinishMaster • Single Source National Coatings and Supplies • WheelsOnsite
November 2020
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LOCAL
Real figures in unreal times.
NEWS Real Data Returns: WMABA Re-Launches Labor Rate Survey This time last year, WMABA launched the seventh edition of its Labor Rate Survey. Although the months that followed saw a considerable response from collision repair industry members in the region, the association decided to postpone further action on the Survey in March in response to the COVID-19 pandemic. Now, as more and more shops resume their normal work schedules, WMABA has re-launched the Survey online at surveymonkey.com/r/2021 wmabalaborratesurvey and wmaba.com/labor-rate-survey. “We couldn’t be happier to hit the ‘reset’ button and get this Survey back up and running,” says WMABA Executive Director Jordan Hendler. “As always, this latest Survey asks shops to report their door rate, which is the cash or posted rate as opposed to a concessionary wholesale figure. By compiling this data, we are not only reporting reality back to the regions, but we are also able to give this information to entities that regulate or legislate. That’s how important it is that we keep moving forward, especially during the COVID-19 crisis. Once again, our process will ensure that all Survey results will remain anonymous, and no participating shops will be identified by name.” Launched in 2012, the typically bi-annual Survey currently solicits input from collision repair facilities in nine regions: Baltimore, Annapolis, Hagerstown, Washington DC, Virginia Beach, Charlottesville, Richmond, Roanoke and West Virginia. When taking the Survey, shops are asked to provide rates for body labor, frame/structural work, paint/refinish, paint materials, aluminum structural work (if applicable), mechanical work and daily inside/outside storage. Additionally, they can include the number of estimators, office personnel and technicians at their facilities, total square footage, preferred paint and materials cost accounting system (if one is in use) and their gross annual sales. WMABA is also encouraging participants to share certain procedures they believe are required during the repair process and whether these procedures are currently performed and charged for at
their shops. These include “mark-up” or “admin” on sublet (towing, upholstery, mechanical, etc.); “clips and fasteners” needed in the repair process; “color sand and buff;” Feather, Fill, Block and Prime on repaired and welded panels; “check and test seat belts” being used in the accident; “prep raw plastic” when recommended by paint suppliers; and “weld-thru primer” and/or “cavity wax” when needed. The Survey also features nearly three dozen critical industryrelated “yes or no” questions, including the following examples:
u Do you believe insurers rate you on the use of alternative parts to OEM, such as used or aftermarket? u Do inadequate or poorly written estimates by insurance company representatives delay the repair process and cost your shop time and money while you rectify mistakes? u Do appraiser(s) tell you, “We can’t pay for that because it is against insurance company policy,” even though you knew it was a fair, reasonable and necessary item? u Is it your experience that a good portion of insurance company representatives will intentionally write “low-ball” estimates that omit obvious visible damage? u Do you use the degweb.org website to submit inquiries of missing or inaccurate labor, parts, materials or other flaws in the estimating system guides? u Do you believe insurer reimbursement rates are fair enough to support adequate profit for continuing education, certifications and new equipment?
The 2020-2021 WMABA Labor Rate Survey can be taken online at surveymonkey.com/r/2021wmabalaborratesurvey. The results of the project will be featured in an upcoming issue of Hammer & Dolly. If you have questions or require additional information, please contact Jordan Hendler at (804) 789-9649 or via email at jordanhendler@wmaba.com. H&D
Take the WMABA Labor Rate Survey at:
surveymonkey.com/r/2021
wmabalaborratesurvey and
wmaba.com/labor-rate-survey 16
November 2020
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.
November 2020
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LOCAL
NEWS Partners with CARS Co-Op for Member Rebates and Discounts WMABA is pleased to announce that it has entered into an alliance agreement with the Collision Automotive Repair Services, Inc. (CARS) Cooperative to increase members’ buying power at no additional cost beyond their annual dues. CARS was established in 1992 to provide tools, support and savings programs that allow members to increase overall profitability. The CARS Cooperative brings shops together with vendors and suppliers to gain discounts, cash-back rewards and training on products and services necessary to maintain a successful business. CARS currently works with nearly 700 member shops in 31 states.
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Under the new agreement, WMABA members automatically become part of CARS Connection Plus, which offers a slew of special rates and discounts. Participating vendors include I-CAR, Norton, Carborundum, FindPigtails, Hertz, Axalta Coating Systems and dozens more. “A member of WMABA has full eligibility and full access to all of our programs as long as they are in good standing with
Association-only incentives.
affects us as an association. The more we can offer to offset their the association,” explains CARS Executive Director Matt H. membership cost, the more reason they’d have to stay on board Boyles, PhD. “Independent shops make their own decisions whether they participate in our programs or not. Unlike some other and support the work we do to elevate the professionalism of the industry.” groups, we have no strings attached that they have to use any of “We are excited about this new alliance between WMABA and the particular products once they become a CARS Connection CARS,” adds Boyles. “This will enhance the benefits of Plus member. It’s all about options and opportunities.” WMABA Executive Director Jordan Hendler is excited to provide members the level of savings Participating vendors include I-CAR, Norton, made possible through CARS. “The CARS Cooperative has been a partner Carborundum, FindPigtails, Hertz, Axalta to associations across the country for almost 30 Coating Systems and dozens more. years. We have already worked together at national conferences and associations, and membership in WMABA and increase the body shops’ options and partnering WMABA with their benefits is something our members opportunities for savings. It’s truly a win-win-win situation for can take advantage of within their existing relationships with little CARS, WMABA and especially for the body shops.” effort on their behalf. WMABA is a mainstay in the Mid-Atlantic A complete list of vendors and programs available to WMABA region, and I’m so excited that we will be showcasing this members can be viewed at cars.savings4members.com. More partnership at the end of what has been a very hard year for our information on CARS is available at cars.coop. H&D industry. There’s more difficulty for the repairers, and that directly
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
Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com
© 2020 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.
November 2020
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NATIONAL
NEWS SCRS Announces Virtual Repairer Driven Education (RDE) Schedule
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As the saying goes, “The show must go on.” In this case, virtually. After a decade of bringing quality training to the SEMA Show floor via its popular Repairer Driven Education (RDE) series (rde.scrs.com), the Society of Collision Repair Specialists (SCRS) has come through with a plan to deliver quality courses and discussions to repairers around the country despite the cancelation of the live event in Las Vegas. SCRS has developed an online RDE format in conjunction with SEMA360, the virtual SEMA Show platform that will be online November 2-6. “Delivering education at the annual SEMA Show is of great
access all courses at their leisure and won’t have to pick and choose from presentations in given timeslots. “With the Full Series Pass, you will have the opportunity to watch everything,” Schulenburg says. “That will give you access to all the acclaimed speakers, to the national-level knowledge and to a variety of topics. In addition, there’s the advantage that anybody in your business can sit down and watch with you. It gives a lot more exposure in your business rather than relying on one person attending and bringing their knowledge back with them.” The RDE schedule features professionals from all areas of the industry who will tackle burning issues, including technological advancements, insurance challenges and more.
importance to us as an association in trying to bring relevant information to repairers who are trying to better their businesses,” comments SCRS Executive Director Aaron Schulenburg. “We are fortunate that we can pivot from a live format to online, as it’s been a pretty natural trend over the past six months. But I think we are able to execute on our delivery in a way that is going to feel very unique to other online events. We’ve put quite a bit of effort into developing our delivery in a way that is still going to retain the feel of a national-level event, videoing our speakers’ presentations live and in person rather than a more typical ‘Zoom-based’ platform. I think it presents some interesting opportunities that in-person events aren’t always able to offer.” The digital RDE platform presents some distinct advantages, including giving repairers the ability to attend all the courses offered in the series over an extended period of time. SCRS will make the courses available until August 31 of next year. Pricing for the series is the same as the previously promoted live schedule, so anyone who purchases a Full Series Pass will be able to
John Shewbridge (Hunter Engineering) is excited for the opportunity to present “The Real Deal: Performing Calibrations the OEM Way,” where he plans to clear the muddy waters of confusion surrounding how to properly handle ADAS technology. “Everyone is slow to come to the change table; consequently, this technology is running people over.” Through his discussion, Shewbridge plans to make all attendees take a good look at what they are doing right and what they may potentially be doing wrong. “At the end of the day, the established OE procedures are not always clear. You can’t always get everything you need from one repair manual; you need to look up several sources of information.” For “Overcoming Insurer Objections to Payment for Needed Repair Operations,” veteran RDE presenter Tim Ronak (AkzoNobel) returns to educate repairers on how to get reimbursed properly for their work in a time of rapid change. Along with the rapidly evolving construction, safety and ADAS technology embedded within modern cars, new operations
November 2020
Keeping connections going. BY ALANA BONILLO
needing unheard-of new procedures are confusing the billing process. This increased technology is requiring more time and tooling to restore and confirm that the consumer’s vehicle functions the same in the next collision event as it did in the one that created the loss. In an environment of cost containment, these new procedures are getting significant pushback from those that reimburse consumers for their loss. Ronak will address how repairers can overcome those objections. “The friction from poor documentation for needed procedures is only going to increase with the complexity of modern cars. Repairers need to get into the extreme habit of sourcing and documenting every procedure that they do as a means of justifying reimbursement for them.” Frank Terlep of Auto Techcelerators plans to help ready shops for future trends and technologies that are certain to drastically affect the marketplace. Through “Industry Disruption: Vehicles, Technology and Market Pressure That Will Disrupt Your Business…and What to Do about It,” he will introduce repairers to things they need to watch out for – such as new insurance technologies, repair and testing requirements, consolidation and Continued on page 37
November 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
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 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
24
Steven Krieps srkrieps@live.com 304-755-1146
November 2020
Kris Burton kris@rosslynautobody.com 703-820-1800
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NATIONAL
NEWS November CIC to Spotlight Data Access “Golden Rules” and “Wildly Important Goal”
The Collision Industry Conference (CIC) will conclude its schedule for 2020 with a virtual two-day meeting November 10-11 via Zoom. Although the complete agenda was still being finalized at press time, initial reports indicated a must-attend event that will address long-standing issues and CIC Talent Pool and offer proactive plans for the future. Education Committee Co-Chair Gene Lopez During the July virtual meeting, the CIC Vehicle Data Access, Privacy & Security Committee presented five Collision Industry Data Protection and Sharing “Golden Rules” that it had developed to serve as a stated list of minimum best practices that repairer end-users could expect of business solutions providers. A formal vote on these guidelines is slated for the November meeting. “It is important to note that anyone in attendance is allowed to vote, and the Committee encourages any interested party to attend, cast their vote and let their voice be heard,” said CIC in a statement. “Passage of the [proposal] by those attending the virtual CIC would formalize the ‘Golden Rules’ as an official CIC work product.” In a poll of the July CIC attendees, 83 percent supported the adoption of the proposal as a set of rules, while 14 percent abstained and three percent objected. CIC creates work products when needed, such as to develop best practices or resolutions and booklets in order to improve interindustry communication and find solutions to complex and challenging issues. These documents are made available online at ciclink.com/work-products. The November CIC will also feature an extensive focus on securing a future workforce. Last spring, the Talent Pool Committee (previously chaired by David Luehr of Elite Body Shop Solutions) merged with the Education and Training Committee to
26
November 2020
form the Talent Pool and Education Committee. Co-chaired by Gene Lopez (Seidner’s Collision Centers) and Josh McFarlin (AirPro Diagnostics), this new configuration has set its sights on creating awareness and marketing to entry-level technicians and others who could find success in the industry. The initiative is directed toward numerous facets of the field – including automotive technology, collision/mechanical, distributing, vehicle manufacturing, insurance and education – with an emphasis on those individuals who may not have considered an automotiverelated career before. “There are various segments where we believe there are The Golden Rules draft presented during the July meeting included the following practices (presented here with minor edits):
1. Only use end-users’ data for the service(s) they intended for it to be used; never collect or use their data against them or for business purposes other than those expressly intended and permitted. 2. Always provide the end-user clarity, transparency and continuing education on the data you collect and the business purposes for which it is being used.
3. Never misappropriate end-users’ data or knowingly allow any third parties to covertly, dishonestly or unfairly access or take data generated by the end-user for their own use.
4. Give end-users the choice to determine what data is and isn’t shared and the opportunity to opt-out of data collection outside of the primary intended purpose. 5. Provide end-users with a clearly published, straightforward process to inquire about data that has been acquired from their business and the immediate chain of custody that data has encountered.
A heavy year-end agenda.
opportunities for employment, especially for those not already looking at an industry career,� Lopez says. The Committee is currently exploring TikTok, Instagram and other social media platforms that attract potential hires born after 1996 (commonly referred to as A special participation “Gen Z.�) In addition to code to attend the providing updates and November meeting for perspectives on these activities, it plans to use its free is available at November presentation to ciclink.com/sponsors. reveal what Lopez calls a “wildly important goal� for its work in 2021. Without giving away too much, Lopez hints that the discussion, which will be led by guest presenters David Willett (ProSight Specialty Insurance) and Winston Cover (AkzoNobel), will incorporate some of the philosophies found in the book The 4 Disciplines of Execution: Achieving Your Wildly Important Goals by Chris McChesney, Jim Huling and Sean Covey. In other news, Lopez has revealed that the CIC Emerging Technologies Committee will be debuting a video, produced in
conjunction with the digital video agency Epipheo, that will present an extensive overview of the workflow involved in an ADAS vehicle calibration. Additional information on the November 10-11 meeting can be found at ciclink.com/event/2020-11-11. A special participation code to attend the November meeting for free is available at ciclink.com/sponsors. H&D
Executive Director’s Thoughts Attending CIC has never been this accessible and may not ever
be this way again. I strongly encourage those who can to attend at no cost thanks to the sponsor code on the website. You’ll have a view into what types of discussions take place at the
national event and further understand those who advocate for segments, bring up industry issues and talk about future disruptions every repairer should know!— Jordan Hendler
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 H *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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MEMBER
ROSSLYN AUTO BODY
SPOTLIGHT WMABA Board member Kris Burton believes it’s important to always make time for the things that matter most. At the top of his list is his family’s business – Rosslyn Auto Body (Alexandria, VA) – and working to help fulfill WMABA’s mission to support the collision repair industry in its region and beyond. Rosslyn Auto Body dates back to 1937. Kris’ father, Steve, purchased it in 1995; Kris and his sister, Rachel, both grew up in the business and have run the shop together since their father’s retirement. The facility’s diverse staff is multilingual and fluent in English, Spanish and American Sign Language –
the latter established because Steve and Rachel are both deaf. The business began in Rosslyn and later relocated to Baileys/Falls Church, where it was located for 60 years. Due to redevelopment of the area, the Burtons moved their shop about four miles south to Alexandria in 2015. Looking to get involved in helping the industry, Kris joined the WMABA Board around 2004 and served as secretary until time constraints got in the way in 2010. “At the time, the day-to-day was too much, and I couldn’t give my time to the Board. I had one foot not all in the way in, so it was better to free the seat and let someone else take it.”
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November 2020
A voice in Virginia.
BY ALANA BONILLO
Some of Rosslyn Auto Body's dedicated crew
Although he wasn’t serving on the Board, he remained active in meetings and events. Last year, he returned as a director and is now in a better position to help WMABA reach its goals. “Hopefully, more people will get involved and see the importance of having a strong association. It really makes a difference. A lot of people don’t see what WMABA does behind the scenes to better the industry and make our day-to-day lives better, whether that’s [in the areas of] legislative, insurance companies or consumers. A lot of people say, ‘Hey, what does the association do for me? What is the value?’ There’s tons of value to it…Now more than ever, we really need to strengthen our position.” Kris has more than 20 years under his belt in this industry. Over the years, he’s witnessed the evolution of vehicle designs, technology, tools and equipment. It can be a lot of work and a huge investment to keep up with the changing landscape, but Rosslyn Auto Body continually strives to secure OEM certifications. He also has the TVs in the body shop broadcasting training sessions on a regular basis so they are available to his team. “Whatever free training I see, I sign up for it.” Although this is an industry sometimes known for “gloom and doom” and frequently subject to change, Kris remains optimistic about his profession and grateful for his career path. “It’s been a tough year. We’ve all had our own challenges, but we’re moving forward and we will get back to normal.” H&D
WMABA Board member Kris Burton (Rosslyn Auto Body)
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November 2020
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Informing with Facts:
COVER STORY
Using Owner’s Manuals to Educate Consumers & Insurers
32
November 2020
In the push to provide proper collision repairs, one of the strongest tools available is found in a vehicle’s glovebox. For the third presentation in its 2020 Collision Professional Repairer Education Program (Collision P.R.E.P.) in conjunction with the Alliance of Automotive Service Providers of New Jersey’s Mike Anderson (Collision Advice) (AASP/NJ) NORTHEAST® Automotive Services Show, WMABA welcomed industry consultant and educator Mike Anderson (Collision Advice) and Database Enhancement Gateway (DEG) Administrator Danny Gredinberg for “Utilizing the Vehicle Owner’s Manual to Educate Consumers and Insurers.” The 90Danny Gredinberg (Database minute Zoom event discussed how Enhancement Gateway) utilizing vehicle owner’s manuals can drastically improve consumer education and add to the safety and professionalism of work performed on the shop floor. Throughout their fast-paced, information-packed webinar, Anderson and Gredinberg stressed the convenience and value of referring to owner’s manuals as soon as vehicles arrive at a facility. “Honestly, you can glance through an owner’s manual pretty quickly if you know what you’re looking for – probably less than 10 minutes,” Anderson said. “I would encourage you to do this every time before you write a repair plan.”
OEM info leads the way. BY JOEL GAUSTEN
Collision P.R.E.P. Preview: Online Marketing during COVID-19 and Beyond
The internet has been playing a crucial role in the collision repair industry for decades, but it now could mean the difference between staying in business or closing your doors. As the COVID-19 pandemic continues to demand remote communication between shops and consumers, WMABA will conclude its 2020 Collision Professional Repairer Education Program (Collision P.R.E.P.) on November 18 with “Tackling Online Storefront Presence for the Collision Repair Business,” a can’t-miss presentation on how repair facilities can better utilize online technologies for both marketing and the safety of employees and customers alike. In addition to examining how to develop an effective business website that adequately promotes skills and/or certifications and is easily found online, presenter Bill Enross of cPrax Marketing will explore how the past several months have reshaped customer outreach and services. “The big focus now is that shops really need to be able to offer the consumer as much
“I know many times repairers are looking for position statements and blanket statements from the manufacturer. While those are very helpful, this [information] is also right there in the owner’s manual that’s sold with the car, delivered with the vehicle and is in the glovebox or available online,” Gredinberg added. A major benefit to researching owner’s manuals is the fact they were created specifically by the automakers to include only approved and recommended practices for repair and maintenance. The publications regularly include invaluable details and directions in regard to proper part usage (including for windshields), tire and tire pressure monitoring system (TPMS) replacement, test drives
of a touchless experience as possible,” Enross says. “As we move forward and start to see things pick up, shops will need to pay attention to what they can do to make it easier for their customers to communicate with them and give them a better product and experience.” Online trends in the age of coronavirus include the increased use of web forms for Bill Enross of photo estimating and customer cPrax Marketing authorizations and the rise in text messaging throughout the repair process. Of course, current circumstances have not overshadowed some of the basics of a successful online presence. For example, Enross will share ways that shops can get good reviews and respond to negative ones. He will also assist attendees in making the most out of automated review platforms. “Shops should have a system in place to help them get more reviews and customer feedback. Whether it’s good or bad, shops need to know what people are saying. Having an automated system is certainly a big piece of that.” Please visit wmaba.com/collisionprep to sign up to attend this course. Collision P.R.E.P. is presented in conjunction with the Alliance of Automotive Service Providers of New Jersey’s (AASP/NJ) NORTHEAST® Automotive Services Show. H&D
following dynamic ADAS calibration and more. Anderson advised that manuals also offer “Utilizing the owner’s guidance in identifying some of manual can absolutely the modern verbiage being lead to gaining the used to identify certain customer’s trust." components in the car. - Mike Anderson “Using the owner’s manual will help us, as estimators, to understand what acronyms or terminology we need to be utilizing in the OEM repair procedures to ensure that we’re doing safe and proper repairs.”
Continued on page 36
November 2020
33
Genuine Volkswagen Collision Parts Are a Call or a Click Away. The best repairs start with the best shop-supplier relationship. Contact the following Authorized Volkswagen dealers by phone, fax or email to get the parts you need, when you need them. Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138 e-mail: parts@alexandriavw.com
Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081
Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589
Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264
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Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157
e-mail: parts@fitzmall.com www.fitzparts.com
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“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2020 Volkswagen of America, Inc.
34
Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488
November 2020
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November 2020
35
COVER STORY
Continued from page 33
Additionally, owner’s manuals often indicate the automaker’s presence in the repair marketplace. For example, an Audi manual reviewed during the presentation included wording strongly recommending that vehicle owners visit an authorized Audi dealer or qualified technician for any work involving the safety belt system. Even seemingly inconsequential things like vehicle test drives can be better legitimized in the customer’s eyes through a shop explaining the owner’s manual to them. As Anderson said, “We can use it to educate the consumer up front so when they pick up their vehicle and there’s additional miles on it, they don’t think we were joyriding in their cars!” On a more serious note, he urged attendees to be diligent in using owner’s manuals to receive critical information in regard to seatbelt replacement, as these manuals often include details that are difficult to track down through other sources. “I’m very concerned that when I see a bunch of estimates, very rarely do I see a seatbelt diagnosis. More importantly, I’m not seeing seatbelts get replaced.” Naturally, consumers are not always aware of how the
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36
November 2020
everyday treatment of their vehicles could dangerously affect their functionality and safety. For example, a bumper loaded with stickers could pose a risk to sensor operation – an issue that is often clearly stated in an owner’s manual. By reading up on a manual at the start of a repair, a technician could inform a vehicle owner of this threat, thus elevating the comfort level that the customer feels about taking their vehicle to that facility. “How many customers or vehicle owners know where these sensors are mounted onto the vehicle? I would say a lot of them don’t,” Gredinberg observed. “So, as a repair professional, it’s up to us to educate and share that with them. Even if it’s not in the area that you’re repairing, at least you’re looking out for their best interest and making that suggestion to them.” “Utilizing the owner’s manual can absolutely lead to gaining the customer’s trust,” Anderson stressed. “We can educate them that we know their vehicle.” Although owner’s manuals clearly offer invaluable information for repairers and consumers, Anderson cautioned that they are meant as additional resources – not as direct alternatives to other available automaker-specific documents. “The owner’s manual is not a replacement for OEM repair procedures; it gives us insight in order to gain reimbursement from a third-party payer and insight as to how to gain the customer’s trust that we are the best facility to fix their vehicle. It also gives us a jumpstart as to some things we automatically review or research in the OEM repair procedures.” A recording of “Utilizing the Vehicle Owner’s Manual to Educate Consumers and Insurers” is available ON-Demand from the WMABA website at wmaba.com/collisionprep and available to attendees and WMABA members at no additional cost. For more information, please contact WMABA Executive Director Jordan Hendler at (804) 789-9649 or jordanhendler@wmaba.com. More information on Mike Anderson and Collision Advice is available at collisionadvice.com. To learn more about the Database Enhancement Gateway (DEG), visit degweb.org. H&D
Executive Director’s Thoughts This presentation was surprising to me in many ways. Extremely insightful and informative, Mike and Danny showed numerous examples of necessary procedures, customer education and other useful cases related to the overall repair. Not only can these things be beneficial to consumer relations, but they justify needed operations with the insurer. It’s right there in black and white, hanging out in the glovebox. Some of them aren’t even in bulletins or the technical access, so it’s a very valuable presentation to see! — Jordan Hendler
NATIONAL
NEWS
Continued from page 23
specialization – as the industry moves forward. With the state of the industry being affected by COVID-19, it’s no surprise that Terlep believes it’s even more important to be aware of trends coming down the pike. “COVID-19 has really fast-tracked the implementation of technology, particularly with the insurers. They are bringing in technology now that they had not planned to introduce for a few years. They are leapfrogging it, and it will affect everything in the collision industry.” Terlep adds that repairers need to focus on the growing need for calibration on electronic vehicles. “Repairers need to figure out if they are going to perform calibrations or sublet it out. Because of ADAS, the only way to test if it has been done correctly is with a proper test drive. They need to know who is going to do them and how to do them correctly.” As always, there is something for everyone with RDE, and attendees now have the opportunity to take full advantage of everything it has to offer without leaving their offices or homes. Information on the complete RDE slate and how to obtain a Full Series Pass is available at rde.scrs.com. The 2020 Repairer Driven Education series is currently made possible with support from AkzoNobel, BASF Corporation, CCC Information Services, Axalta Coating Systems, Enterprise Rent-A-Car, Podium, AirPro Diagnostics, Spanesi-Americas, Toyota Motor Sales and Reliable Automotive Equipment. H&D
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Executive Director’s Thoughts This pandemic sucks in so many ways, but the silver lining here is that you can attend RDE from the comfort of your own shop. You should be hit in the head with a mallet if you miss the opportunity to take these national-level classes and involve everyone in the business at the same time! Seriously, I’ll hit you; go
register! — Jordan Hendler
November 2020
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Wheel Collision Center Excellence in Wheel Sales and Repair
Patent assures 100% WHEEL INTEGRITY From $77/wheel Sales/Exchange
Guaranteed Lifetime
Warranty!
Albert Kemperle ................................13 Antwerpen Toyota..............................38 Audi Group ........................................5
Tested Process
Superior Workmanship
ADVERTISERS’ INDEX
NEW 2020
ONLINE OEM WHEEL CATALOG Stocking THOUSANDS of refinished wheels!
7286 Penn Drive, Bath, PA 18014
BMW Group ......................................12 CAPA ................................................7 Chesapeake Automotive Equipment..........................................37 Cowles Nissan ..................................10 Empire Auto Parts..............................37 Fairfax Hyundai..................................23 FinishMaster ......................................28 Ford Group ........................................29 GM Parts Group ................................8
www.wheelcollision.com
Honda Group ....................................35
1.800.292.RIMS (7467)
Hyundai Group ..................................36 Koons Ford ........................................18 Mazda Group ....................................4
TOYOTA GENUINE PARTS
MINI Group ........................................17
It’s the Right Thing to Do
Mitsubishi Group................................27 Mopar Group......................................23 Network 1 Solutions ..........................31 Nissan Group ....................................31 Nucar ................................................15 Packer Norris Parts ..........................IBC Porsche Group ..................................19 PPG ..................................................OBC Reliable Automotive Equipment..........20-21 Sherwin Williams ..............................9 Spanesi ..............................................IFC Subaru Group ....................................35 Toyota Group ....................................25 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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November 2020
VW Group ..........................................34 Wheel Collision Center......................38
8800 Citation Rd, Baltimore, MD 21221
THE RIGHT CHOICE FOR COLLISION REPAIR SHOPS ONE OF THE NATION’S LARGEST OEM FORD PARTS DISTRIBUTORS!
%
95
Fill Rate
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!
(767-7278)
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