Hammer & Dolly January 2024 by Thomas Greco Publishing, Inc.

WMABA Annual Meeting Notice

January 2024 Volume 17, No. 1 $5.95

2024 Southeast Collision Conference Kicks It Up a Notch

www.wmaba.com

AN EYE FORWARD FORWARD::

DOES SPECIALIZATION GIVE SHOPS AN ADVANTAGE?

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CREATING TOGETHER

January 2024

CONTENTS

22 COVER STORY BY CHASIDY RAE SISK

AN EYE FORWARD: DOES SPECIALIZATION GIVE SHOPS AN ADVANTAGE? Is it worth it to become a specialist?

WMABA FEATURE by Chasidy Rae Sisk 10

ALIGN YOURSELF WITH THE BEST AT WMABA’S ANNUAL MEETING A space for improvement.

NATIONAL NEWS 12

CREF’S 2024 SCHOOL BENCHMARK GRANTS AND STUDENT SCHOLARSHIPS APPLICATIONS OPEN

DEPARTMENTS

Attention collision schools and students!

SCHOOL PROFILE by Alana Quartuccio 14

INSIDE PITTSYLVANIA CAREER AND TECHNICAL CENTER’S KTL RESTORATIONS INTERNSHIP PROGRAM

President’s Message

Executive Director’s Message

WMABA Member Application

Empowering today’s youth. OFESSION PR EPAIRER AL R

NATIONAL FEATURE by Chasidy Rae Sisk 18

Presented by

U C AT I O N PROGRA M

WMABA BOARD LOOKS FORWARD TO 2024 SOUTHEAST COLLISION CONFERENCE KICKING IT UP A NOTCH

13 WMABA Sponsors

Counting down to local education, exhibition

31 WMABA Board of Directors

and networking.

INDUSTRY ADVICE: ASK MIKE

34 Advertisers’ Index

32 WHERE SHOULD SHOPS PUT THEIR MONEY RIGHT NOW? Identify where to invest.

January 2024

Steven Krieps (304) 755-1146 skrieps@live.com

PRESIDENT’S

MESSAGE NEW YEAR, NEW YOU I want to take a moment to reflect on the past year and turn an eye to the future. What a year it was! We met with state insurance commissioners. The Society of Collision Repair Specialists (SCRS)’ blend study came out. The DEG overhaul, EV technology expanding, continued claim delays, increased costs, tech shortages continue…the list goes on and on and on. It seems like every year we deal with the obstacles of the past, present and future all at the same time. Sadly, a lot of the

obstacles seem to simply repeat themselves. Why is that? How is it possible for all of us to work so hard for positive change, yet it seems we keep running in quicksand? For me, it boils down to a simple concept: we are fixers by nature. Face it – what you do from sunup to sundown every day, you fix. This makes it incredibly hard when you are faced with a problem that is right in front of you, but it is not yours, and you cannot fix it. That’s a hard pill to swallow, and there is no shortage of “experts” telling you, selling you and even

arguing amongst themselves over what you should do. Now, I don’t mean for this to be a “doom and gloom” article. I’m just saying that the old ways – and what you know and think you know – do not and won’t work now. It’s time to take a different approach. If you want to see actual change in your business (and in life), you will need to be uncomfortable, inconvenienced and downright confused at times. What I mean is learn all you can while you can. Do not think at any point you have it down or know what’s going on, because it has and will change…and you will miss it. There are a lot of people out there looking at what to do and how to improve. If you put all of them together, things begin to happen. Yes, there are some of you who have been at this for 30-plus years and just don’t think you have it in you and want to quietly do your thing; that’s ok too. There may only be one correct way to repair a vehicle, but there are numerous ways of running your business continued on pg. 30

WMABA OFFICERS

PRESIDENT VICE PRESIDENT TREASURER SECRETARY IMMEDIATE PAST PRESIDENT

Steven Krieps steve@gregclineauto.com 304-755-1146 Rodney Bolton boltonconsulting61@gmail.com 443-386-0086 Kris Burton kris@rosslynautobody.com 703-820-1800 Phil Rice phil@ricewoods.com 540-846-6617 Torchy Chandler Torchy Chandler torchy.chandler@gmail.com 410-309-2242

BOARD OF DIRECTORS

Tom Brown (thbrown@ppg.com) 703-624-5819 Tracy Dombrowski (tracy@collisionadvice.com) 571-458-0648 Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928

ADMINISTRATION

Bill Hawkins (hawkinswilliamjr@gmail.com) 510-915-2283 John Shoemaker (john.a.shoemaker@basf.com) 248-763-4375

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

January 2024

HAMMER & DOLLY STAFF PUBLISHER

Thomas Greco thomas@grecopublishing.com

SALES DIRECTOR

Alicia Figurelli alicia@grecopublishing.com

EDITORIAL/CREATIVE COORDINATOR

Alana Quartuccio alana@grecopublishing.com

MANAGING EDITOR

Chasidy Rae Sisk chasidy@grecopublishing.com

OFFICE MANAGER

Donna Greco donna@grecopublishing.com

PRODUCTION COORDINATOR

Joe Greco .joe@grecopublishing.com @grecopublishing

www.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 © 2023 Thomas Greco Publishing, Inc. Stock Images courtesy of istockphoto.com.

January 2024

EXECUTIVE DIRECTOR’S

You are not alone!

BY JORDAN HENDLER

MESSAGE

Rerun from 2023: PLANS FOR 2024

I wrote the following for the kickoff issue, for January 2023. I went back and read it, and not to be lazy, I think it’s worthy of a rerun. Did you read it the first time? I mean, did you really?! Take the time to read it with your 2024 hat on, and maybe it will hit a little different this go-round: Best laid plans of mice and men often go awry. This phrase often follows the idea of goal planning for the upcoming year; such as the one we’ve just embarked upon. I often wondered what the difference was in the mice and the men, what their plans would be, and with such sarcasm to their efforts being futile. There’s always some smartass who uses this phrase when they see something implode, or worse, when they make fun of someone who does have an actual plan. I have a thought: wouldn’t it always be worse if there was no plan at all? Where did this saying even come from? I actually found that this came from the poem ‘To a Mouse’, by Robert Burns. And most of the time we say it, we end with the men and don’t even include the “often go awry”. I guess it’s implied. The full poem segment translation is actually: But mouse, you are not alone, In proving foresight may be vain; The best laid schemes of mice and men go often askew And leave us nothing but grief and pain, For promised joy! - 1785, “To a Mouse,” Robert Burns I am gathering the mice and men are equal in their toil without secured outcomes. We plan, we surmise, we speculate, and eventually the future becomes now and lays onslaught to our constructs. They stand or fall; mice and men alike. I just don’t think it’s wise to be so dismissive of planning; like, we’re just going to fail anyway, so why try? I’d say, try harder. Do you actually goal plan in your business? Do you scheme and strategize to make things better, more efficient, higher quality; and, then how to make that happen? Have you dedicated time to work ON your business, rather than grind out the day-to-day IN the business? I know you’ve heard me ask all this before, if you’ve been reading my column with any regularity.

The best businesses in our industry have plans, schemes, goals, deadlines for goals, and they are documented where more than just one person knows what the vision is. Speaking of, what is your vision? Do you have one? Have you seen yourself a year from now and have optimism, or just leaving it to chance? Are you afraid of failing? I’ve actually known someone to say, “I don’t want to grow too big; I won’t know how to handle it.” You should never have gone into business and tethered employees’ success and future to your mediocrity, Sir. Please, do not be that person! The best part of the poem is the first line! We are never alone. I repeat these themes because the lack of enthusiasm for the future is way more than a business hurdle, it’s an emotional killer. If you think repeating the same thing every day is successful because the doors are still open, you’re wrong; and not just wrong simply. You’re dead wrong. Maybe we’ll call it dying wrong. If you weren’t worried about all the hurdles, fences, lacks, havenots, and simply focused on having a vision for better than now, you’re already winning against the future what-ifs. If you make one goal, with one first step, you’ve done it. Then, do it again. Men plan for years ahead, and the mouse only for the winter. Plans can fail, sure. Yet, I’d feel much better at the end for following my vision for the future rather than leaving it to a cheap version of fate. Because, if I know anything, fate favors the prepared!

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective. 6

January 2024

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WMABA

BY CHASIDY RAE SISK

FEATURE

ALIGN YOURSELF WITH THE BEST AT WMABA’S ANNUAL MEETING Knowledge is powerful, and the more one learns, the better they become. And WMABA wants to empower its members to be the absolute best they can be, which is why the association strives to offer the best resources available to help shops grow and thrive in today’s market. Attend WMABA’s 2024 Annual Meeting on Thursday, February 8 at 6:30pm at the Hunter Engineering Regional Training Center in Frederick, MD for an evening of education, enlightenment and networking. Following dinner – and the opportunity to network with like-minded industry professionals – Steve Dawson, Washington DC regional manager for Hunter Engineering, will deliver an informative presentation, “Pre-teardown Alignment Inspections and What Shops

January 2024

Need to Know.” “Don’t guess at what’s bent; KNOW IT before teardown,” Dawson stresses, noting that there are many reasons that collision centers refrain from offering alignments. Some believe there is no money to be made in alignments, while others simply don’t have the space. Some shops do not have enough technicians to support the operation, and others insist that it’s easier to sublet it. Or maybe the insurance company objects to paying for alignments, so it’s just not worth the effort. Dawson disagrees and promises to share vital information to help shops make better decisions on this topic. The discussion will continued on pg. 30

2024 ANNUAL MEETING February 8, 6:30p Hunter Engineering Regional Training Center 4907 International Blvd. Frederick, MD 21703

Topic: Collision Alignment: Pre-teardown Alignment Inspections & What Shops Need to Know Dinner provided Cost: Members Free, $25 Non-members

NATIONAL

Don’t miss your chance to get some funds toward your collision education.

NEWS

CREF’S 2024 SCHOOL BENCHMARK GRANTS AND

STUDENT SCHOLARSHIP APPLICATIONS OPEN Collision repair facilities around the country are in desperate need of new talent to address the ongoing workforce shortage, yet a lack of qualified young professionals are entering the industry for many reasons. Many schools’ collision programs are underfunded, and post-secondary students seeking to enhance their skills and knowledge often struggle to afford tuition and tools. The Collision Repair Education

Foundation (CREF) addresses these needs through its Collision School Career Readiness Benchmark Grants and Student Scholarship awards, thanks to support from many generous industry donors and sponsors. In 2023, CREF awarded $678,500 in grants to over 100 schools. The Benchmark Grants recognize those programs that excel at educating students but which

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January 2024

require additional financial assistance due to constrained school budgets, providing funds to purchase the tools, equipment and supplies necessary to enhance their students’ learning experience and elevate the caliber of their graduates. The 2023 Student Scholarships benefitted nearly 90 students with over $130,000 awarded in financial assistance to ensure those students were able to continue their education, preparing them to pursue a successful career in body shops around the country. Applications for CREF’s 2024 Student Scholarships are now open, with a deadline of March 8, 2024. Applications for CREF’s 2024 School Benchmark Grants are open through June 28, 2024. To apply for a Benchmark Grant or Student Scholarship, visit bit.ly/CREFapply. Learn more about supporting CREF’s efforts to promote the industry to future generations at CollisionEducationFoundation.org. H&D

WMABA THANKS

YOU

WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2024!

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

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SCHOOL

PROFILE INSIDE PITTSYLVANIA CAREER AND TECHNICAL CENTER’S KTL RESTORATIONS INTERNSHIP PROGRAM “Empower the youth with skills today, and they will build a better world tomorrow.” This inspiring message could not be more true when it comes to building the next generation in the collision repair world. And thanks to educational institutions like Chatham, VA’s Pittsylvania Career and Technical Center (PCTC), young people have the opportunity to learn about the trade, but this particular school is taking the educational experience further. Thanks to a partnership with KTL Restorations (Danville, VA), a custom build shop, PCTC students can aspire to take their skills all the way to the finish line with a shot at starting a real career. PCTC’s auto body program has been a major focal point of the facility since the 1970s, and it is not only still going strong decades later; it has found new ways to grow and mold students into auto body professionals due largely to the partnership. “While many programs in our local areas have unfortunately shut down, we are essentially one of the last men standing with an operational auto body training facility

where we are pushing students through a one-year program,” states Jessica S. Dalton, PCTC principal. “While they are here learning, we are leading them toward an internship opportunity with KTL Restorations where they are able to experience real life situations and expertise in a whole different light.” “We’ve made some good headway already in just a little bit of time since we’ve been really pushing this initiative,” boasts Crystal Lawrance of KTL Restorations, who leads the operation with her husband, Kurt Lawrance. Dalton says working with the KTL team has become a great experience. “As an educator, you want your students close to you, to be able to know what they’re doing and see where they’re going. Crystal and Kurt came and talked to us about who they (L-R): Jesse Simpkins (a senior student in the KTL WBL program, autotech student at PCTC and are and what they are doing. We went out Chatham High School) and Dustin Adkins (2022 to their facility, met their staff in this building Graduate of PCTC and first Work Based Learning and go in monthly or weekly, depending student in the Operative Talent program, now a full-time employee of KTL Restorations Inc.) selling on the need. It’s created a really strong 50/50 tickets during the Inaugural Autofest for Talent partnership, where students know Crystal, at Petty’s Garage in Randleman, NC. they know Kurt, they know the team, and get the skill set here at PCTC, but now they now, they want to go to work. They want to also want to get on the floor at KTL and learn in their facility. It’s become a very special partnership, and it’s growing.” The experiences KTL Restorations is able to give students goes beyond auto body. According to Lawrance, the conversations being had involve all different types of skills the industry would be looking for including the business side, marketing and thensome. It’s really sparked students’ interest according to Dalton, who says, “Since we’ve increased these conversations, we have The opportunities available through the PCTC and KTL Restorations partnership doubled the amount of students we recruit have ultimately attracted more students to the program. into this program, who actively sign up and

January 2024

Strengthening tomorrow’s industry.

BY ALANA QUARTUCCIO

say, ‘I want to come to PCTC for the training and because I know I’ll have the opportunity to intern at KTL.’” Witnessing the tech shortage felt far and wide throughout the industry and seeing more vocational schools shut down, Lawrance is inspired to find ways to bring new faces to the industry, and the internship partnership with PCTC is certainly one form. Although many custom build shops may work with their local schools, it’s believed that KTL Restorations is the first custom shop in the US that has been able to form a work-based learning program with a school. In addition, Lawrance has extended efforts to motivate young people into the fold even further by bringing faces from different parts of the industry together to be one voice for this trade. It’s becoming a reality through the launch of Operative Talent, a charity build she started in collaboration with the Collision Repair Education Foundation (CREF), BASF, Auto Metal Direct and the Petty Family Foundation (Petty’s Garage) to give collision repair interested students a chance to work on a 1969 custom Camaro (named “Talent”) valued at $350,000. The initiative is growing nationally and has since garnered 65 partnerships from coast to coast in support of the mission. Dalton and the school, along with Lawrance and her team, work together to conduct a screening process for the PCTC internship program as it’s limited to a few students and involves safety checks and other requirements. If she had the ability to do so, Lawrance would intern every interested student. Instead, she’s trying to work with others in the community who can come on board and offer other related experiences, perhaps from the tool or the dealership side, that could allow these students to grow in those areas. Dalton praises the partnership program with KTL Restoration for allowing the school to keep in touch with the students where they can watch them learn and grow through the education they get, which goes beyond touching the cars. “They are learning work ethics, work based skills, and soft skills such

KTL Restorations Operations Manager Christina Jackson with PCTC Senior Alli White raising money to #drivetalentforward selling Operative Talent merchandise during the Inaugural Autofest for Talent at Petty’s Garage in Randleman, NC.

as how one should talk to their boss or what situations may get them in trouble with their boss,” Dalton reports. “We will talk about these things in school, but Crystal takes it back to her shop where they get to see what those things can look like. There’s a lot of moving parts, and I think it’s created a very successful partnership.” And success stories are being written! “I’m proud to say that so far, we have flipped 50 percent of these kids,” Lawrance announces. “The very first one in my door since we went to PCTC, has not left. He’s 18 years old, and he’s back there sandblasting right now. He’s learned to blast and weld, and now he’s learning body work. It’s been less than a year, and I don’t see this kid leaving us.” When Lawrance sat this student down after the program ended, he admitted he didn’t know exactly what he wanted to do but was sure he did not want to leave KTL. “The day we gave him his uniform, he teared up. He’s very proud to wear it. It’s about helping them find where they want to be, and we are willing to help them make the connections to help them get there.” Dalton says one student was so excited he got into the internship program, he told everyone about it, from the school nurse to the secretaries in the office. “We are here to help change students’ lives in our local neighborhoods and communities. It gives kids a sense of hope to be able to say they can have a job and a future if they work at it and stick it out.” H&D

Executive Director’s Thoughts

Addison Lawrance, daughter of Kurt and Crystal Lawrance of KTL Restorations, working on “TALENT”, the 1969 Camaro giveaway car being built to #drivetalentforward

I remember being a student of a skilled trade myself, and how big and wide the world still felt. The possibilities felt endless. What I wouldn’t give for every young person to feel that way about our industry, and the vast opportunity they have. Getting the message from student to parent to actual education and hiring is a huge lift. With places like PCTC, and the other amazing schools in our area, this seems actually possible! - Jordan Hendler

January 2024

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NATIONAL

FEATURE WMABA BOARD LOOKS FORWARD TO THE 2024 SOUTHEAST COLLISION CONFERENCE KICKING IT UP A NOTCH Education, exhibitors and excitement…Those are the three things that collision repair professionals can expect from the 2024 Southeast Collision Conference (SCC), scheduled to take place May 16-18, 2024 at the Greensboro Coliseum Complex in Greensboro, NC. Last year, WMABA’s decision to team up with Carolina’s Collision Association (CCA) to co-host the second annual SCC proved to be so successful that many lauded it as a “collision revival” due to the sense of collaboration and community that grew out of the three-day event! Currently, plans are underway with the review of submissions for WMABA’s Collision P.R.E.P. (Professional Repairer Education Program) educational agenda, lining up vendors and identifying ways to expand the show, and although much is still up in the air, one thing is certain: SCC’s third iteration will absolutely kick it up a notch or two. Those who attended last year’s event continue to sing its praises, and several WMABA Board members weighed in on their favorite aspects of the 2023 SCC and what they’re most looking forward to in May. “Overall, the 2023 SCC was a huge success,” expresses WMABA President Steve Krieps (Greg Cline Auto Body; Winfield, WV). “The line stretching all the way out the door that first morning was amazing to see for our first go round partnering with CCA. Setup and coordination was super fun, and there are many unsung heroes of that event. “My favorite part was the members’ kick-off dinner and award ceremony,” he adds. “It was an honor to be able to publicly recognize those who dedicate their time and energy to the industry and crack a few jokes.” WMABA Board member John Shoemaker (BASF) agrees that last year’s event “went very well and was well attended by a good

January 2024

OFESSION PR EPAIRER AL R

Presented by

U C AT I O N PROGRA M

crowd of people who were looking to improve their businesses. I saw many of the same people in the variety of courses and workshops available which made me feel like we reached the right audience.” Shoemaker particularly enjoyed “networking with industry friends, talking with people in my training sessions and looking at new products.” Networking topped the list for WMABA Board member Kris Burton (Rosslyn Auto Body; Alexandria, VA) as well. “The opportunities to network with vendors and other shops was unlike anything we’ve ever had in this area before.” That was one of the associations’ main goals when WMABA and CCA partnered last year. “We strive to give everyone a premier experience with many takeaways to improve their daily life as a collision repairer,” WMABA Executive Director Jordan Hendler promised in 2023, and after the event, she indicated, “Bringing the entire regional industry together, with many from across the country joining in too, to take part in the educational opportunities and tradeshow was a win for all those who made the effort to come.” And this year, attendees can look forward to an even stronger event as Hendler guarantees, “Our teams are hard at work on the planning and preparation of a fantastic education program with opportunities for all segments of collision repair.” With the industry’s best presenters, dozens of top collision industry vendors and a chance to rub elbows with the finest repairers in the southeast market, there’s something for everyone.

Coming soon to your market.

BY CHASIDY RAE SISK

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From the ACC to the SCC: Greensboro Coliseum Complex in Greensboro, NC will house the 2024 Southeast Collision Conference.

So, what are the WMABA Board members most looking forward to this year? “All of it!” Krieps proclaims. “I love the opportunity to hear from the speakers during the education series. The series never disappoints with the quality of information attendees can have access to, all while being able to interact with their peers and vendors. “After all, where else can you go around here to get fired up by Mike Anderson, or learn something helpful about a database from Mr. DEG himself, Danny Gredinberg of the Database Enhancement Gateway?” Krieps asks. “Then, you can go meet with any of the vendors and manufacturers present to ask questions or see new equipment. There are so many more influential industry leaders who attend and are willing to share and help in any way they can that I aru and Volvo fax: cannot name them all.” “I always look forward to networking and facilitating seminars so x# is wrong.. that is what I’m excited about,” Shoemaker shares. “Any time I can get someone to leave one of my seminars with a couple of thoughts that will improve their business, I feel I have made a difference. Once again, we will have top-notch vendors and national speakers 39 facilitating seminars and workshops. Every year, it seems this event steps it up a notch, and I believe this year’s venue is going to be awesome!” He also reminds local repairers, “You do not need to be a member of WMABA or CCA to benefit because everything is focused on the collision industry, not WMABA or CCA. With the conference m positioned in north central North Carolina, it will benefit repairers in a 00pmStillvariety reviewing so will advise good. of markets, not just those when served all by WMABA.” Burton is really looking forward to the opportunity to explore the newest tooling and equipment options. “The exhibitors that attend SCC are some of the best in the country, so this show offers an amazing chance to check out the latest and greatest products on the market. The format of the event provides plenty of opportunities to truly engage with our vendors as well, and I cannot express how much I appreciate them for coming out and stepping up. “Whether we’re interacting with vendors, industry peers or educators, it’s important to recognize the power of networking, which

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is often understated,” Burton continues. “The classes are always world-class, so I’m planning to bring some of my shop’s team down to the show, so they can learn first-hand. I’d encourage others to do the same…the quality of SCC’s educational offerings ensures that you’ll be able to implement something to improve your business the very next day, and that’s a huge benefit.” “These events allow a level of networking for members to make connections at every level of the industry that is typically only found at SEMA in Las Vegas, but it’s much closer to home,” Krieps stresses. “The key thought is you have to be there!” “These conferences are always key events,” Shoemaker agrees. “Last year was better than the year before, and I believe this one will eclipse last year because I feel people really realized the value of what the Southeast Collision Conference can bring.” The full agenda for 2024 SCC, complete with participating sponsors and vendors, will be added to the website over the next couple months, as it becomes available. Stay up to date by visiting southeastcollisionconference. com. Learn more about WMABA at wmaba.com, and additional information about CCA can be found at carolinascollisionassociation.com. H&D

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January 2024

COVER STORY

January 2024

OEM certifications may hold the key to future success.

BY CHASIDY RAE SISK

An Eye FORWARD:: FORWARD Does SPECIALIZATION Give Shops an Advantage?

“Back in the day.” “When I opened my shop.” “Years ago.” Attend any collision industry event, and you’re sure to hear stories that begin in one of these ways and which proceed to lament the technological advances that have made it so much more challenging to run a successful auto body shop in the present day and age. After all, properly repairing vehicles requires investing in specific tools, equipment and training – all of which vary drastically depending on the vehicle make and model. But those challenges also present a unique opportunity when it comes to specialization. Because modern vehicles are so complex, many shops are recognizing the benefits of specializing by obtaining certifications from specific OEMs instead of trying to repair everything that comes in their doors. So, what does it mean to specialize, exactly? The Merriam-Webster dictionary primarily defines specialization as “to concentrate one’s efforts in a special activity, field or practice,” but an alternate meaning makes even more sense when talking about specialization in the collision industry: “to change adaptively.” After all, that’s precisely what shops need to do to stay at the forefront of the field these days – change and adapt in keeping with the technology that constantly does the same. Change is never easy, but as shops around the country adapt to the reality that repairing every vehicle make and model may not be feasible, many see specialization as the path to future success. “Cars are more advanced now, so it requires us to be specialized since you can’t be everything to everyone anymore,” says Kris Burton (Rosslyn Auto Body; Alexandria, VA). “When it was my father’s business 25 years ago, we fixed every make and model, but the majority of what we repair now is the vehicles we’re certified in.” Rosslyn currently has OEM certifications from Maserati, Mercedes-Benz, Tesla, Ford, Subaru, Volkswagen, Honda/Acura, Rivian and General Motors. Sean Robinson of Dulles Coachworks (Sterling, VA) agrees that it’s just not realistic to properly repair every vehicle that comes into the shop. “Between parts restrictions, paint restrictions and the need to repair each vehicle to its pre-accident condition, it just makes sense. OEM certifications are like the continued on pg. 24 January 2024

COVER STORY continued from pg. 23

new DRPs; we’re working directly with a dealership that provides the work instead of an insurer directing work to us at discounted rates. The biggest thing is that we need to do it right, and being certified gives us access to procedures that other shops may not have. The emphasis on proper repairs also means we’re not dealing with time constraints or pressure to use aftermarket parts. We get to restore the vehicle back to the OEM specifications using OE tools, parts and trained technicians. Following the OEM’s instructions is the only way to do it.” Dulles Coachworks specializes in “the automotive industry’s most discerning brands,” according to the shop’s website, which goes on to say, “The majority of these certifications are highly exclusive and only available to a select few repair facilities.” Currently, the shop is certified for Bentley, Aston Martin, McLaren, Lucid, Rolls Royce, Ferrari, Maserati, Tesla and Mercedes-Benz, and Robinson is working on his certification for Rivian, Porsche and Audi. Not surprisingly, repairing such elite brands carries a heavy price tag. “The cost is definitely one of the main drawbacks of

the certification and charge appropriately. We charge a much higher rate than other shops in this market, but they can’t fix the same cars that we repair because only certified shops can get the parts. With seven technicians, we’re averaging $800,000 to $850,000 a month in sales.” “OEM certification can cost a lot, but shops that specialize need to charge accordingly,” Burton concurs. “Every shop may not find specialization worth the investment…it truly takes a different mindset and a different approach than most of us are accustomed to, but vehicle owners need shops that specialize so that their cars are repaired correctly.” And that becomes another tool in many shops’ marketing arsenal. In fact, Mike Anderson (Collision Advice) often stresses that capitalizing on OEM certifications is vital to success in today’s marketplace. He warns against the false assumption that getting certified will automatically bring customers to their front door. “Many shops expect work to show up at their door just because they’re certified, but you have to put the work in, position your OEM certifications and leverage them to the best of your ability.” One way of leveraging OEM certifications is to educate

“OEM certifications are like the new DRPs; we’re working directly with a dealership that provides the work instead of an insurer directing work to us at discounted rates.” specialization,” Robinson acknowledges. “It can be hard for most people to get a grasp on the cost of the equipment required to stay certified. Just because you get certified doesn’t mean you can stay certified…it requires ongoing investments to upkeep the equipment so it continues working properly, attending training to understand the right way to repair and even comes down to strenuous requirements for the shop’s lighting. As the owner of a shop that specializes, my full-time job is taking care of our OEM certifications and making sure everything stays up-to-date.” “Because you need to disassemble the whole car, it also takes a lot of space,” Burton points out. “Plus, you need to store the special tools for removing panels and other specific processes, and performing calibrations requires its own area. In major metropolitan areas, space is largely unavailable, making it really expensive.” Although it’s undeniable that OEM certification is costly, there is definitely a tradeoff when it comes to the rates that certified shops command. “If you follow through wholeheartedly like we have, it will pay off in the end, 100 percent,” Robinson insists. “Equipment purchases are not necessary every year, but you cannot try to justify each individual purchase. You’re never going to make $170,000 back on a frame machine, but it’s required, so check the box, get

January 2024

customers on how choosing a certified shop benefits them directly. “Since the majority of what we repair is five vehicle makes, we’ve been able to refine our process,” Burton explains. “It allows us to speed up certain parts of the repair process since we know which types of repairs require which types of parts. We’re familiar with the tools and processes, and even though we research OEM procedures on every repair, we generally know what will be required in certain situations which enables us to better allocate our resources. “In turn, that allows us to complete the repairs quicker, and by refining our word tract, we help the customer gain confidence that their vehicle will be repaired correctly. Customers are already contending with a stressful situation, and most find it reassuring to deal with a shop that knows what we’re talking about.” Fortunately, many vehicle owners seem to understand that it takes a little something extra to repair their rides these days. “The majority of our clients are pretty educated because they know they’re driving something special,” Robinson says. “But at the same time, 99 percent of the work is insurance-based. Few of our clients are spending money out of their pocket, so we have to educate the insurers.” continued on pg. 28

Co-celebrating decades of creating chemistry between two industry leaders

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January 2024

COVER STORY continued from pg. 24

For Robinson, that involves a straightforward conversation about what is required to repair these vehicles. “We have access to information they don’t, such as the OE procedures, parts systems, warranty times and so forth, so we’ll spend a little time having a conversation to educate the insurer, and if they ask, we can show them a copy of the procedures; however, if they don’t like the invoice when we give it to them, we’ll go the route of pursuing the Appraisal Clause to ensure our clients are properly indemnified for their loss.” Burton recognizes that insurance companies are running a business with “different objectives than ours, so we try to educate instead of alienate, as Mike Anderson has always told us. Of course, some insurers want to learn, and others don’t, so all we can do is try our best. Our shop has chosen to work directly with the client because it’s not our car; the vehicle owner needs to be involved in the decision-making process, and sometimes, that means we find customers who are okay with things that don’t fit our business model. When that happens, we have the ability to say ‘no’ to the job. We’ve learned to accept that there are some situations where we just can’t help.” Although strictly adhering to OEM requirements and guidelines may mean turning down some work, certified shops often find that there’s more than enough opportunities to offset those losses. “Specialization has definitely allowed us to be more sustainable and more confident moving forward than if we just stayed on the path of repairing everything that came in our door,” Burton believes. “Focusing on specific makes and models allows us to get better at those processes which positively impacts profitability and makes it more predictable.” Robinson sees certification as a way to maintain his independence and sustainability. “I’ve never wanted to be beholden to any single entity. I don’t have to worry about being told we’re not repairing vehicles fast enough or we’re charging too much. I’m completely independent from any insurance company, so I’m able to fix cars correctly. And because we’ve invested in multiple certifications, it won’t impact us too greatly if any one manufacturer

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were to go out of business. Overall, it creates more profit and security which makes the business much more sustainable.” There’s another, rarely mentioned benefit to certification, according to Burton. “Since we mostly repair EVs and high-end cars, we’ve found that it’s a good marketing technique to attract more kids into the industry. Kids think technology is really cool, so we’ve attracted a lot of new talent to our shop just by promoting what we repair. We don’t have enough space for all the potential apprentices who are interested in doing this type of work!” If these experiences have your shop leaning toward specialization, you may be wondering what else you need to consider. Robinson offers some advice: “Make sure you’re following what the OE says explicitly. Learn the p-pages, figure out what you’re truly owed, and charge for what you’re doing. If you don’t, the money you spent on certification will be a waste when you get audited and lose the certification. I’m also convinced that there’s no way for a shop to participate in a DRP and be certified; I just don’t see how the two can work in concert.” But it is important to realize that your shops will have to partner with a local dealership to sponsor each certification. “Find the makes in your area with the most value, team up with a local dealer and grow your relationship with them,” Burton suggests. “Don’t waste your time on the wrong stuff. Do the research so you’re focusing on what works within your market, and get local

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businesses to refer cars to you. Own your market by working with your local dealerships and rental car agencies.” Robinson agrees that successful specialization is all about cultivating relationships. “Certifications take a lot of money, but it also takes a lot of people. The OEMs have to trust you, and that starts with getting sponsored by a local dealership. And you need to have a good relationship with them, or they won’t send you any work. Everything is about the relationships, not just tooling and training. If you don’t develop supportive relationships with the dealers, the money you invested is a waste because you will get nothing in return.” H&D

Executive Director’s Thoughts I’ve seen specialization create a separation in the marketplace for many, many repairers. Those who were early adopters are now sailing in the upper troposphere. They spent the time learning exactly what to do, who to talk to, and how to equip their shop and employees to maximize the opportunity. Those trying to do it today will have a lot of examples to follow, but are starting off behind. That said, it’s still the fastest and best way to change the operation and professionalism of a repair facility. One other marker of separation: they are INVOLVED - locally and nationally, and in the rooms where it matters. That’s the bar they are all setting for their colleagues. - Jordan Hendler

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January 2024

PRESIDENT’S MESSAGE

WMABA FEATURE

continued from pg. 4

continued from pg. 10

and taking care of your customers, the actual owners of the vehicle. Talk to them! I came into this industry as a young and motivated individual, and seeing what I have seen has shown me that there is literally an open door for change if someone is only willing to walk through it. I can promise you that, on the other side, there is a crowd of people who will lift, support, share, collaborate, create, institute and push you forward if that is what you want; however, as with everything in life, you must take that first step. Join a 20 group, and participate with your local associations. If you don’t have one, look to join SCRS or maybe work to create one to ensure your state is represented. You are not alone, and the ones I see who show up are the ones moving forward year after year. So, this year, be one who does something about it. Don’t limit yourself to one thing; take some or all

focus on “why it is important for you, your customer and your finished product to complete pre-repair assessments and post-repair alignments in-house. We will also discuss finding and training the right technicians as well as making the allocated space some of your most profitable, and finally, we’ll share a few steps to implement all of it in your shop today.” Attendees can also expect to receive a State of the Industry update from WMABA Executive Director Jordan Hendler, who will be sure to highlight the association’s upcoming initiatives and share a synopsis of what’s happening on the national collision repair industry scene. With so much to learn, you won’t want to miss out! WMABA members attend at no charge, while non-members can get a glimpse of the association’s offerings for just $25 per person. Make sure to reserve a seat today by registering at wmaba.com. H&D

these ideas and continue to explore different approaches. I’m going to be cliché now, but I challenge anyone reading this to actually do something this year, expand your knowledge and grow. It has been an honor and privilege to be involved with this industry and all the amazing people I get to work with and meet. I look forward to the future and am good with accepting I don’t always know what that means for me. H&D

Executive Director’s Thoughts WMABA’s kickoff meeting of the year will be a great one, and you need to make your plans - mark your calendars - to be there! We’re gearing up for a 2024 banner year, and being there to learn, be encouraged, gather with the community and find new connections is what it’s all about. If you’re not a member yet, make that your New Year plan, too! Our association may be the latter half of a century in age, but we’re just getting started! - Jordan Hendler

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January 2024

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

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 PRESIDENT: VICE PRESIDENT: D.C., MD, VA and WV collision repair industry. It is the venue Steven Krieps Rodney Bolton to discuss, learn about and impact evolving standards and srkrieps@live.com rbolton@aacps.org 304-755-1146 443-386-0066 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 SECRETARY: TREASURER: EXECUTIVE DIRECTOR: as an active member of the association. For over 40 years, Phil Rice Kris Burton Jordan Hendler the WMABA membership of professional collision repair phil@ricewoods.com kris@Rosslynautobody.com 804-789-9649 540-846-6617 703-820-1800 jordanhendler@wmaba.com 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 PAST PRESIDENT: Tom Brown Barry Dorn bdorn@dornsbodyandpaint.com pressing topics with leaders of the collision repair industry, an Torchy Chandler thbrown@ppg.com torchy.chandler@gmail.com 804-746-3928 703-624-5819 arbitration program that works with consumers to help 410-309-2242 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.

BOARD OF DIRECTORS

Contact Executive Director Jordan Hendler to find out Tracy Dombrowkski

tracy@collisionadvice.com

571-458-0648

Bill Hawkins

hawkinswilliamjr@gmail.com

510-915-2283

John Shoemaker

john.a.shoemaker@basf.com

248-763-4375

how WMABA can amplify YOUR voice in the collision repair industry.

January 2024

INDUSTRY

ADVICE

ASK MIKE:

Where Should Shops Put Their Money Right Now? This month, we “ASK MIKE” for his thoughts on where shops should – and shouldn’t – be investing their money. We at Hammer & Dolly hope you find the 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 future issue. Hammer & Dolly: It’s sometimes difficult for shop owners to determine the right investments to make for their businesses. What are the most critical areas in the back end where they need to start putting their money right now? Mike Anderson: Number one, the industry is still trying to determine how quickly the electric vehicle boom is going to hit. I don’t know if shops want to run out and start buying a bunch of EV equipment until we can figure out how fast that change is going to happen. Still, I do believe that you should have a facility assessment performed to determine if you have enough power coming into your building for when the EV wave does come. With EVs now, it’s not about equipment – it’s about whether your building is equipped for the electrical needs of the future. Number two, we must keep in mind that we need to torque fasteners to the proper specifications with a torque wrench. A lot

January 2024

of people don’t realize that those torque wrenches need to be calibrated every so often. Some OEMs – Subaru, for example – require that. Shops need to show proof that the torque wrenches have been calibrated whenever certain OEMs do an inspection. Shops may want to consider investing in a second torque wrench so that if they send out one to get calibrated, they have another one to use. That’s one thing a lot of shops don’t think about. In reality, every technician in the shop should have a torque wrench of their own. Another thing I’m finding is that a lot of shops aren’t doing computer software updates on their welders. That could cause a weld to fail. Some of this stuff isn’t high-dollar, but these are things that a lot of people aren’t thinking about. When I was a shop owner, I would contact all my equipment vendors every October and ask them to give me a quote for what it would take to get my equipment serviced in the next year. I’d reach out to my IT person to see what upgrades I would need to make in the next year. Once I got that information on these things, I would budget for them. If you think you’re going to need a spray booth within the next couple of years, I’d suggest doing that sooner rather than later because you’re going to see an increase in larger vehicles – like Amazon vans, Rivians and Mercedes-Benz sprinter vans – that will require a taller and wider booth. It’s a good idea to consider looking into a larger booth now, so you can be equipped to repair those larger delivery vehicles. Also, there are always opportunities to acquire additional locations. If there’s somebody older who wants to get out of the

Preparing for the new year.

WITH MIKE ANDERSON

business, cash counts. If somebody’s trying to sell their business and you have cash, I’d encourage you to grow by buying that business.

decent profits. If there was ever a time to apply for a credit line just in case something bad ever happens, it’s now.

H&D: What are some areas in the front end that would benefit from new financial investments now and not later?

H&D: Let’s focus on the other side of the coin for a moment. Are there any areas that shops shouldn’t invest in if they want to remain successful?

MA: Training is a piece that a lot of people miss. We send our technicians to training, but we don’t always send our bookkeepers or customer service representatives to it. The customer experience is more important today than ever before. Your customer service reps need to understand how to deliver an extraordinary experience. It’s also important to train your people on any new features with your management systems. When was the last time you brought in somebody from one of the management system providers to do a one-day training to make sure your people stay up to speed with things? Investing in negotiation training is also very important, as it helps equip your people to have those hard conversations with thirdparty payers. Right now, a lot of shops are having record sales and making

Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com). H&D

MA: My dad once told me, ‘It’s not what you make; it’s how much you spend.’ A technician may say, ‘Man, if I can only make $70,000 a year, I’d save more money.’ Then they make $70,000 a year and go buy a bigger house or a nicer car. Then they say, ‘Man, if I can only make $100,000, I’d save more.’ Then, they earn $100,000 and immediately get an even bigger house or an even nicer car. We just need to be careful with doing things like that. I encourage all my clients to have a minimum six-month operating capital in the bank. That way, if something happens and they don’t have any income, they can still survive for those six months.

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