COVER STORY

Alliance Members ‘Celebrate Resilience’ at Annual Meeting and Leadership Conference

May 20 was a great day for the Alliance. After more than a year of being unable to hold in-person events, AASP-MN members united for a successful, well-attended and socially distant Annual Meeting and Leadership Conference at the Nicollet Island Pavilion in Minneapolis. Truly “Celebrating Resilience,” the theme of this year’s event, the gathering recognized Alliance volunteers, included presentations on best business practices and technology, featured vendors and brought members together to socialize and network for the first time since the pandemic began.

Addressing members face to face for the first time since 2019, AASP-MN Executive Director Judell Anderson commended all for their strength and dedication during these trying times.

“You never missed a beat. You quickly changed your business operations to keep your employees and your customers safe. You adapted and innovated with new customer-service options, technology and marketing strategies. You engaged in new ways with your community to support those who needed it most, and you enthusiastically connected with other shop owners to share ideas and best practices for operating in this new environment. You continuously reminded me of how fortunate I am to be part of this industry.”

The celebration got underway immediately as Anderson recognized retired shop owner Pat Whelan with an honorary lifetime membership.

Updates from the Alliance included notice that longtime lobbyist Kevin Walli has announced his retirement and that his colleague, Sam Richie, will take his place. Richie provided a brief update on the Alliance’s many legislative efforts currently underway.

Since last year’s Annual Meeting and Leadership Conference was canceled, Alliance leaders set out to catch up on two years’ worth of volunteer recognition.

“We are here to celebrate surviving 2020,” Matt Feehan, immediate past president, proclaimed.

Feehan asked attendees to stand and recognize themselves for getting past the hard times “with grace and patience.”

Despite the hardships of the past year, Feehan proudly reported the Alliance has been successful throughout, as it maintained a 91 percent membership retention rate and was able to award $19,000 in scholarship funds. Through online meetings and clinics, it continued to offer valuable information and programs to the membership.

“The Alliance is very valuable, but only to those people who chose to use it,” Feehan advised.

Incoming and outgoing Board members for the 20192020 and 2020-2021 year were recognized in addition to 26 member companies that achieved Winners’ Circle status. Wayne Watson (Auto Works Automotive Service Center, Woodbury) won the Member Recruiter of the Year for 2019; Mike Cox (Ed's Collision Center, Maple Grove) and Carl Thomas (Lancer Service, St. Paul) both won Member Recruiter of the Year for 2020.

“Now more than ever, we need a champion and an ally. We need the Alliance,” President Tom Archambault stated.

With changes coming down the pike with advanced vehicle technology and the future of autonomous cars around the corner, he stressed how important it is to rely on the Alliance, which continues to support the automotive industry by providing information and doing work that really matters.

Longtime Alliance supporter Pat Whelan (pictured here with AASP-MN Executive Director Judell Anderson) was awarded an honorary AASP-MN lifetime membership.

Virtual Sessions Complete AASP-MN Annual Meeting & Leadership Conference Education Slate

Available to conference registrants through June 10, this year’s virtual sessions consist of eye-opening presentations from industry veteran speakers Kim and Brian Walker (Shop Marketing Pros), Kristen Felder (Collision Hub) and Rick White (180 Business Solutions). All the speakers will host a live Q&A session later in June for attendees to ask questions and share ideas about the content in real time.

“Know Your Numbers: Marketing KPIs,” presented by Kim and Brian Walker (and sponsored by Axalta Coating Systems and Podium), gives viewers all the tools they need to make the most of their online presence to help bring more customers through the door. In the area of social media, Kim suggests that businesses focus on numbers that track reach and engagement in addition to page likes and followers. She advises shops to take a good look at their content (such as photos and videos) to determine what people respond to most.

Timing is also key.

“If you aren’t reaching enough people, you can decide what you need to change,” she suggests. “Maybe it’s when you are posting. Get to know your audience and think about their routine. Do you feel your audience will be more apt to engage late at night or early in the morning?”

“Prove It! File Documentation for Profit,” presented by Felder and sponsored by FinishMaster, provides an extensive overview of how collision shops can build files that will protect their businesses and help them get paid for the work they do.

The 2021-2022 AASP-MN Board of Directors.

After lunch, well-known presenter and author Sam Silverstein (Sam Silverstein Enterprises) gave the keynote presentation, “Pivot! Building Accountability into Your Life and Your Organization” (sponsored by CBIZ, Lube-Tech & United Fire Group).

Silverstein motivated Alliance members to learn about accountability and the many benefits that come from it, such as strong leadership, increased productivity and a business culture built on one’s core beliefs and values. He challenged the audience to think about their beliefs and values and to build their actions around that.

“Leadership is always, every time, about the people we lead. Accountability is the highest form of leadership. We all want our people to do their jobs, get their work done and do more, but the real problem in our businesses today is not the people. The real problem is what we, as leaders, think about our people. You see accountability isn’t a way of doing; accountability is a way of thinking. Accountability isn’t leadership trying to manipulate its people to do more. Accountability is leadership being accountable first to create an environment, a culture within an organization that inspires people to want to be their best and want to be accountable."

Following Silverstein’s presentation, Anderson returned to the podium to share news that she plans to retire as executive director of the Alliance at the end of the year.

“I am grateful to have served the members of the Alliance for 25-plus years. I truly love what I do,” she told the audience to a standing ovation.

Educational discussion continued with Jason Bartanen of Collision Hub, who presented “ADAS – Are You Ready?” (sponsored by Fix Auto). Bartanen went through many different ADAS features, using images to demonstrate what repairers should be looking for.

“You really need to know what you are working on so when you give the keys back, you have a level of confidence.”

Closing out the educational portion of the event, award-winning author and speaker Meridith Elliot Powell of MotionFirst gave the closing keynote presentation, “THRIVE! Turning Uncertainty to Your Competitive Advantage” (sponsored by AASP National, LKQ Corporation and PPG Automotive Finishes).

Despite the feelings of uncertainty the virus has caused, Powell made a strong claim that success is still possible.

“There is so much opportunity in today’s marketplace if you know where to look, understand the shifts and have the strategy to use this uncertainty to your competitive advantage.”

She added, “If I spent all my time talking about the obstacles in the way, like a magnet, it will pull me into those obstacles, and I will get stuck […] But the moment I direct toward my relentless vision, the raft will take you there like a magnet, and it will be the same for your business.”

The day concluded with a vendor showcase in an outdoor tent where attendees enjoyed more refreshments and social interaction.

Congratulations to all those who won door prizes throughout the day made possible by the event’s generous sponsors. Special congratulations to Dan Sjolseth (Superior Service Center; Eagan), who won the grand prize, a stay-cation to Breezy Point Resort.

“If you aren’t documenting, you don’t have control; you will lose your customer and the claim,” Felder shares. “There’s no silver bullet or magic wand – nothing that makes the insurance company pay you all the time, as they are likely to still say no to some things. But this enhances your negotiation and makes it go faster.”

All forms of communication – including incoming and outgoing calls, text messages and even voice mail messages – should be included in the documents saved for each job. Using cloud-based servers such as Google Drive is a great way to store all the information and make it shareable.

Having things in writing by way of contract and forms is another method of protecting your business.

“Contracts make everyone happy; it makes everyone comfortable. It doesn’t make someone get their feelings hurt. Having a lot of forms is paramount.”

At the end of the day, one should be putting together what Felder calls a “defendable file.”

“There is no such thing as a bulletproof file or a winnable guarantee, but you are putting together a defendable file. You just need to get it to where it is defendable.”

Rick White outlines the “Top 10 Front Counter Mistakes & How to Avoid Them” in his Auto Value Parts Stores/ APH-sponsored presentation. He talks repairers through many not-so-obvious things they may be doing wrong. One of the main issues may be blaming others for a situation. Things will go wrong and things will happen, but how one responds makes the difference.

“When you are the cause, you are the cure. When you are willing to accept responsibility for what you are doing, it can be all the difference in the world in your shop, for you, your advisors – everybody. Everyone has to be responsible. It doesn’t mean it’s your fault; it does mean it’s your responsibility to fix it, own it and make it better.”

Customer interaction is a very important factor in building good business, and many don’t take the time to get to know the person driving the vehicle.

“When you are focused on the vehicle, all you will get is a transaction. But if you focus on the person, you will wind up with a relationship. You don’t want to be fixing the car once; you want to be their car guy, their grandchildren’s car guy – and you won’t get there if you are not their car guy.”