Hammer & Dolly February 2016

Bad Airbags Hit Home

www.wmaba.com

www.grecopublishing.com

Life after OSHA

Why Scanning Matters

February 2016 Volume 10, No. 2 $5.95

February 2016

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February 2016

CONTENTS February 2016

38 COVER STORY ONE VOICE: BANDING TOGETHER FOR A LEGISLATIVE VICTORY

How members can support legislation in 2016.

BY JOEL GAUSTEN

LOCAL NEWS 16 TAKATA AIRBAG RECALL HITS HOME A personal story of recall woes.

BY JOEL GAUSTEN

DEPARTMENTS 6

NATIONAL NEWS 28 STATE FARM IMPLEMENTS LABOR RATE

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“REFINEMENTS”

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BY JOEL GAUSTEN

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TALKING IT OUT: SCRS TO CO-HOST EAST COAST RESOLUTION FORUM AT NORTHEAST® 2016

14

The major insurer announces big changes.

30

15

A prominent industry forum approaches the Northeast. BY JACQUELYN BAUMAN

20 24 44 45

MARKETING FEATURE 32 HOW TO DEAL WITH NEGATIVE ONLINE REVIEWS

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Ways to avoid having a bad review be the final word.

48 50

BY LEE EMMONS

Calendar of Events Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER

WMABA Sponsorship Page

What’s WMABA Up To?

WMABA Membership Application NewsFlash

Technician of the Month: Kyle Otey

WMABA Board of Directors

Meet the Board Rodney Bolton

President’s Message MARK SCHAECH, JR. Vendor Corner JOSEPH J. KENNY, II

Advertisers’ Index

Images © www.istockphoto.com

February 2016

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS CLASS LISTINGS

February 2, 2016

OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Sharrett Collision Center, Hagerstown, MD WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Coxton’s Gold Team Collision Center, Yorktown, VA

February 4, 2016

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Coxton’s Gold Team Collision Center, Yorktown, VA VEHICLE TECHNOLOGY & TRENDS 2016 Criswell Collision Center, Annapolis, MD

February 9, 2016

ADHESIVE BONDING Coxton’s Gold Team Collision Center, Yorktown, VA

February 10, 2016

OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Antwerpen Collision Center, Clarksville, MD

February 11, 2016

ALUMINUM-INTENSIVE VEHICLE REPAIRS Criswell Collision Center, Annapolis, MD CORROSION PROTECTION Coxton’s Gold Team Collision Center, Yorktown, VA FULL-FRAME PARTIAL REPLACEMENT Frederick Co. Career & Tech, Frederick, MD

February 16, 2016

AUTOMOTIVE FOAMS Coxton’s Gold Team Collision Center, Yorktown, VA

February 18, 2016

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Coxton’s Gold Team Collision Center, Yorktown, VA STEERING & SUSPENSION DAMAGE ANALYSIS Frederick Co. Career & Tech, Frederick, MD

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February 2016

March 18-20, 2016 AASP/NJ’s 39th Annual NORTHEAST® 2016 Automotive Services Show Meadowlands Exposition Center Secaucus, NJ For more info, visit aaspnjn ortheast.com See story on pa

ge 30

February 23, 2016

MEASURING Coxton’s Gold Team Collision Center, Yorktown, VA

February 25, 2016

COLOR THEORY, MIXING, TONERS & TINTING Criswell Collision Center, Annapolis, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Coxton’s Gold Team Collision Center, Yorktown, VA

March 1, 2016

SECTIONING OF STEEL UNITIZED STRUCTURES Coxton’s Gold Team Collision Center, Yorktown, VA

March 3, 2016

ADHESIVE BONDING Criswell Collision Center, Annapolis, MD FULL-FRAME PARTIAL REPLACEMENT Coxton’s Gold Team Collision Center, Yorktown, VA

March 8, 2016

CORROSION PROTECTION Criswell Collision Center, Annapolis, MD STEERING & SUSPENSION DAMAGE ANALYSIS Coxton’s Gold Team Collision Center, Yorktown, VA VEHICLE TECHNOLOGY & TRENDS 2016 Frederick Co. Career & Tech, Frederick, MD

March 10, 2016

ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Coxton’s Gold Team Collision Center, Yorktown, VA

March 15, 2016

COSMETIC STRAIGHTENING STEEL Coxton’s Gold Team Collision Center, Yorktown, VA

March 17, 2016

ALUMINUM-INTENSIVE VEHICLE REPAIRS Coxton’s Gold Team Collision Center, Yorktown, VA WELDED & ADHESIVELY BONDED PANEL REPLACEMENT Frederick Co. Career & Tech, Frederick, MD

March 24, 2016

OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Criswell Collision Center, Annapolis, MD

March 31, 2016

AUTOMOTIVE FOAMS Criswell Collision Center, Annapolis, MD

www.i-car.com or (800) 422-7872 for info

February 2016

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February 2016

February 2016

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Joel Gausten

EDITOR’S

(973) 600-9288 tgpjoel@verizon.net

MESSAGE HOPE In a perfect world, auto body shops would receive realistic payment for the work they do and would always be allowed to perform repairs using manufacturer-recommended parts and procedures. Unfortunately, this is the real world, and things are rarely as simple as they should be. Every day, I receive calls from shop owners across the country who are fed up with being hassled into using aftermarket parts or accepting less money than they deserve. In almost all instances, I’m able to successfully predict the caller’s next sentence before he or she speaks it. Why? Because repairers throughout the industry face the same problems. What does make each caller different is how he or she addresses these obstacles.

From my experience, some shop owners simply like to vent to an empathetic ear before going back to beating their heads against the wall, while others put in tireless hours attempting to right the wrongs through legislation and consumer awareness. Of course, both approaches can be painful and frustrating, but only one can actually yield positive results.

In this month’s cover story, we offer perspectives from members – repairers like you – who decided that enough was enough and got WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER SECRETARY

IMMEDIATE PAST PRESIDENT

Mark Schaech, Jr. mark@marksbodyshop.com 410-358-5155 Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928 Phil Rice phil@ricewoods.com 540-846-6617 Don Beaver Dbeaver@antwerpenauto.com 443-539-4200 ext. 17061

BOARD OF DIRECTORS

Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 RT Plate (rt@pcirepair.com) 703-929-8050

Barbara Chase (barbara@siskautobody.com) 301-855-5525 Ben Gibson (bgibson@harrisonbodyworks.com) 804-355-8151

ADMINISTRATION

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

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involved in the legislative process. From testifying in support of critical WMABA-supported bills to attending key events at the State House, these shop owners devote the time necessary to effect genuine change. Sure, the road to getting a bill passed is often very long and has more than a few Mack Truck-size potholes along the way. But as you’ll read in the story, there is tremendous value in developing relationships with your senators and delegates. After all, they’re consumers; they want to receive high quality for their money, too.

It’s up to the collision repair community to inform these leaders how they – and so many others – might be getting shortchanged. Before that feeling of hopelessness hits you again, turn to page 38. You can make a difference. H&D

February 2016

STAFF

PUBLISHER DIRECTOR OF SALES EDITOR MANAGING EDITOR ART DIRECTOR OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten tgpjoel@verizon.net

Jacquelyn Bauman jacquelyn@grecopublishing.com

Lea Velocci lea@grecopublishing.com

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 © 2016 Thomas Greco Publishing, Inc.

February 2016

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EXECUTIVE DIRECTOR’S

MESSAGE THE SCHOOLYARD BULLIES GROW UP As the legislative session begins, it’s customary for stakeholder representatives to reach out to each other on potential bills. As this issue went to press, the newly beginning sessions in both Virginia and Maryland brought about several of these calls and emails.

This often happens when a bill is proposed that changes the collision and/or insurance industry. While I know the other side is trying to do their job and represent clients’ interests, their actions can be quite condescending. A lot of times, they’ll act as if they have personal ownership of the Legislature.

We often take a position on language that is contrary to at least one party, just like with the “personal inspection” bill. (See our story on page 20 for details.) Our opinion of the language was that, while it seems to keep in line with advancing technologies such as phone apps and website estimating, it would not help consumers or repairers. Without a pair of eyes actually seeing the vehicle, the supplement rates are only going to get worse. (They’re already at 90 percent or more.) Additionally, we’ll see an even larger disparity in the final price of repair. In the name of “progress,” this may still occur anyway.

The repairer is my main focus, but I always tip my hat to the consumers we serve. More often than not, it is the shop that is educating consumers about their rights and the repair and claims processes. Many times, that is because the consumer was not properly informed to begin with. Although some would say it is on the consumer to get informed, that still doesn’t detract from the fact that they look to us for help when they bring us their mangled vehicle.

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

Think of the poor vehicle owner who took the cash out for the repairs because times are tough at his or her house. There is no way that person is getting the full value of the claim.

Today, a repairer in Virginia doesn’t have to take desk reviews from another state simply by citing the law. If this proposed language is in place – regardless of the intention – there’s no way to promise that this won’t become commonplace. Getting a call from a desk auditor from Georgia, and actually having to negotiate without him or her ever seeing the vehicle, could become a problem.

None of this sounds good, even in the name of technology. There’s no state inspection that can be done from a photo, so estimating repairs shouldn’t be done this way, either.

I’ll take the bullying, beating and floundering if it means you guys get a fair shake at being able to properly fix cars for fair prices. Here’s hoping that we can get a good compromise or “make sausage,” as they say… More to come. H&D

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

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February 2016

THANKS

YOU WMABA thanks their generous supporters of the new

LEVEL 1

Corporate Sponsor Program for 2015!

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

www.wmaba.com

LEVEL 2 3M Automotive Aftermarket Automotive Training Institute Certified Automotive Parts Association FinishMaster Mid-Atlantic Paint & Supply National Coatings and Supplies February 2016

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WHAT’S

The Playbook

UP TO? WMABA MEMBERSHIP: THE UN-SECRET PLAYBOOK

It’s always a good time to get involved in WMABA. If you’re reading this, your first benefit is already being realized: Staying up to date on the news in our area and beyond.

Get Your Team Jersey

Supporting WMABA is an investment in the future of your business and your industry. By becoming a member, you are represented in all the places the Board or executive director go. Whether at a trade show like SEMA, assisting with the SCRS OEM Technology Summit regarding certified repairs or locally at the state capitol meeting legislators or testifying at a hearing, your interests and the interests of all repairers are at the forefront. Though repairers often feel competitive, the association is a place for camaraderie and community. Here, we’re all on the same team.

Get Educated

WMABA offers issue-specific, topic-driven education throughout the year. Participation in special events and local meetings, such as the Audi Training Center-hosted seminar and tour, offers your business the best in opportunities to advance your understanding of changes within our industry.

MEMBER TESTIMONIALS

The two obvious benefits of belonging to WMABA are: 1) Keeping up to date on industry events, challenges and technical changes, and 2) Networking with industry shop owners and vendors. The not-so-obvious benefit is that we as shop owners can unify to make a change. Being a member assures each of us that we are not ‘the only one’ dealing with these issues. WMABA is the only association focused on making this industry better for the collision shop owners and technicians. No other organization can make that claim. Most of them just follow the money. Put your money where it counts – join WMABA! - Bill Denny, Bill Denny’s Automotive, Inc., Havre de Grace, MD

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February 2016

Find more association updates at www.wmaba.com.

The association is your resource for all things related to your business. Whether you have a question about current Labor Rate data, operations, customer interaction, insurer relationships, vendor products or national news, your association is the place to ask first.

Through our relationships nationally, we can even take issues to the forefront of places such as the Society of Collision Repair Specialists, Collision Industry Conference or national contacts for insurers and vendors.

Locally, we research governmental regulations and oversight to make sure the repair industry is protected from any negative legislation. Represented in both Virginia and Maryland, WMABA proposes and opposes recommended bills that come into the legislature during open session. Also, we work with consumer-related entities, government agencies and other related industry organizations to ensure that the voices of the repairer and their customer are heard.

Many repairers take advantage of the knowledge and community the association has for navigating situations that arise. A simple phone call or email can circumvent many issues our members encounter.

Call the Game

As a member, you decide your personal level of participation. Do you have interest in committees that address particular issues you feel passionately about? Would you want to be a Board member and assist in guiding the direction of the association? How about sitting on the sidelines so you can focus on your own business? All answers can be correct! While WMABA would like to encourage your spirit of volunteerism, it is solely up to you at what level you get involved.

The minimum is getting your membership. This year can WIN with your commitment to the betterment of your business and your industry. Sign up today! H&D

WMABA keeps us in touch with what is happening in our industry, from class action lawsuits to pending legislation in our state and the whole country. Our membership helps us remember that we are not the only ones facing the discouraging burdens and issues out there. It reminds us that if we all stick together, we can make a change for the better.

Their coverage of PartsTrader, well before it hit home, was invaluable. They even went to the State and tried to make it unlawful for insurance companies to require it. They are working hard for us on things that all body shop owners care deeply about, but don’t have the time to stand up and fight.

- Barbara Chase, Sisk Auto Body, Owings, MD

I joined WMABA the very first year I opened my shop. I was immediately embraced by both colleagues and mentors who provided me the fellowship to know I wasn't the only one facing the challenges before me, advice that provided clarity and confidence to make the decisions that would guide my business and a network that I could call on repeatedly over the years I have been a member. WMABA's ability to educate the collision repair industry, speak on its behalf and lobby for issues that affect it has been - and is to this day - the greatest value I have received from any association of which I have been a member.

- Mark Boudreau, Spectrum Collision Center, Arlington, VA

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February 2016

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LOCAL

NEWS

A WMABA team member offers her perspectives.

BY JOEL GAUSTEN

TAKATA AIRBAG RECALL HITS HOME As previously reported in Hammer & Dolly (“Airbag Controversy Explodes into Massive Recall,” January 2015), beleaguered Japanbased airbag manufacturer Takata continues to face mounting fines and controversy in response to potentially life-threatening defects in its products. As the recall of these airbags continues to affect millions of American drivers, it should come as no surprise that the Takata problem recently hit close to home.

This past summer, WMABA Office team member Wendi Hughes received a notice informing her of the recall to the front passenger airbag in her 2006 Toyota Sequoia. According to her, she was advised to refrain from having anyone ride in the front passenger seat until a replacement airbag could be installed – with no timeframe given for when this procedure would actually take place. Unfortunately, this presented a considerable problem for Hughes, who has a family of six with children ranging in age from 12 months to 15 years.

“We contacted our local dealership and asked for another solution because we have a large family,” she recalls. “We had to take two vehicles wherever we went.”

At the dealer’s suggestion, Hughes contacted Toyota directly for assistance. After leaving her information with a representative, she didn’t hear back from the company.

“I contacted the local dealership again and said, ‘Look, I’m really wondering when these parts are coming in. This is really causing a hardship; we need to at least have an idea, and we need a guarantee that our children aren’t going to be hurt in the vehicle,’” she says.

“They said, ‘We really don’t know when we’ll get the parts in; we’re still waiting. You can call corporate again if you have more concerns.’”

This time, Hughes contacted Toyota online, again requesting to know exactly when the new airbag would be available.

“I requested [to know] what solutions they had for large families like mine, because they essentially reduced the seating capacity of my vehicle,” she explains. “We purchased [the Sequoia] because of the number of people it could carry. At the end of the day, the consumers are the ones at risk, and the ones having to drive around and not utilize the full capacity of the vehicles.”

In response, Toyota set Hughes up with a loaner car through her local dealer. Within 48 hours after receiving the vehicle, the

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February 2016

dealer called to inform her that they finally received a shipment and her Sequoia had been fixed.

Finally at the end of an ordeal that will inevitably also impact many other drivers for the foreseeable future, Hughes has words of advice for those who find themselves facing a Takata-related recall.

“Stay informed,” she offers. “When I brought the recall up to my father-in-law, who also has a Toyota, he said, ‘Oh, I got a letter in the mail, [but] I didn’t realize they’re not supposed to ride in the front passenger seat.’ Recognize when your vehicle’s recalled, then make sure you read the letter fully and check out the safety concerns that are there.”

According to a December 23 story by Consumer Reports, more than 30 million vehicles (made by 10 automakers) have been recalled to replace Takata frontal airbags on the driver’s side, passenger’s side or both. The recall affects vehicles from model years 2002-2008, but has been expanded through 2014 in some cases. On November 3, the National Highway Traffic Safety Administration (NHTSA) imposed a record civil penalty of up to $200 million against Takata. According to an Administration statement, this figure is comprised of a $70 million cash penalty with an additional $130 million charge if Takata fails to meet its commitments in the Consent Order that requires the company to “phase out the manufacture and sale of inflators that use phasestabilized ammonium nitrate propellant, which is believed to be a factor in explosive ruptures that have caused seven deaths and nearly 100 injuries in the United States.”

A list of all makes and models affected by Takata airbag recalls is available online at tinyurl.com/q5u5a4h. H&D

Executive Director’s Thoughts

With so many vehicles affected by the recall, Wendi’s story certainly cannot be unique. She outlined the most important lesson, which is to stay informed and pay attention to safety problems. She still questioned if her entire family in the other seats would have been safe if there were projectiles.

- Jordan Hendler

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February 2016

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NEWSFLASH RICO Suit against Insurers Dismissed

Middle District of Florida Judge Gregory A. Presnell has dismissed a class-action RICO lawsuit (Crawford’s Auto Center Inc. and K&M Collision LLC et al. v. State Farm Mutual Automobile Insurance et al.) brought against the top insurers in the nation. As previously reported in Hammer & Dolly (“RICO Lawsuit Targets Top Auto Insurers, Alleges Conspiracy Against Repairers,” July 2014), the lengthy lawsuit accuses seven of the country’s top auto insurers – State Farm, Allstate, GEICO, Progressive, Farmers, Liberty Mutual and Nationwide – of conspiring to control the cost of collision repairs. The Plaintiffs argued that the Defendant insurers committed fraud and extortion in violation of the Racketeer Influenced and Corrupt Organization Act (RICO) by creating artificial “prevailing” rates based on their DRP shops’ use of products by the industry’s three leading Information Providers (Audatex [AudaExplore], CCC or Mitchell).

In his 19-page decision (available online at tinyurl.com/nwynnwv, courtesy of Repairer Driven News), Judge Presnell criticized the Plaintiffs for filing a “shotgun pleading,” a term commonly given to a legal complaint (or an answer to a complaint) that presents an excessive number of facts without clear organization to describe a defense or cause of action. Calling the complaint “likely 100 pages longer than it ought to be,” he noted that the Plaintiffs failed to effectively show that the Defendants participated in an illegal enterprise through a pattern of racketeering: The reader who makes it all the way through the Amended Complaint comes away with detailed knowledge of automobile repair industry minutiae but little information about what any Defendant did that was actually improper. For present purposes, however, the Plaintiffs’ failure to properly plead a pattern of racketeering activity overshadows their failure to describe the workings of these alleged enterprises.

The Crawford’s suit, which names the three IPs as well as USAA, Travelers and American Family as conspirators, was originally filed in the US District Court for the Northern District of Illinois, Eastern Division on April 30, 2014. Later that year, the case was transferred into the muchdiscussed Multidistrict Litigation (MDL) heard in the US District Court for the Middle District of Florida, despite the Plaintiffs’ objections.

Presnell dismissed the case “without prejudice,” meaning that the Plaintiffs have an opportunity to file an amended complaint. Hammer & Dolly will provide updates on the case as it develops. H&D

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February 2016

Updates on what's happening in your industry.

VA Bill Proposes Use of Photos in Appraisals

As this issue went to press, Virginia Senator Richard Stuart (R-Montross) pre-filed VA Senate Bill 193 – legislation that would allow photos of collision damage to be used in the appraisal process. This bill comes right on the heels of a similar one passed in the Pennsylvania House that allows for photoonly appraisals for the first time in over 40 years. While Senate Bill 193 still requires “personal inspection,” it proposes that an initial repair appraisal written based on the photos of the damage may also be a final appraisal.

As WMABA Executive Director Jordan Hendler explains, this bill would seemingly allow insurers to “circumvent the law.”

With supplement rates excessively high (around 90 percent, according to Hendler), damage is already being missed by inperson appraisals. Photo estimates cannot take into account additional damage that may be lurking behind what is being photographed.

The bill adds and amends language in Virginia Code 38.2-510. The pertinent proposed text is as follows: Notwithstanding the requirement that an appraisal be based upon a personal inspection, the repair facility or the insurer making the appraisal may prepare an initial, which may be the final, repair appraisal on an automobile that has been damaged as a result of a covered loss either from the representative’s personal inspection of the vehicle or from photographs, videos or electronically transmitted digital imagery of the automobile; however, no insurer may require an owner of an automobile to submit photographs, videos or electronically transmitted digital imagery as a condition of an appraisal.

Sen. Stuart was unavailable for comment at press time.

Hammer & Dolly will follow this story as it develops. H&D

February 2016

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February 2016

LET US TURN THEM AROUND!

CONTACT Hammer & Dolly

Sales Director ALICIA FIGURELLI

973.667.6922 / ALICIA@GRECOPUBLISHING.COM February 2016

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TECHNICIAN OF

THE MONTH

Hammer & Dolly chats with the WMABA community’s best and brightest.

BY JACQUELYN BAUMAN

If you would like to nominate someone as Technician of the Month, please contact Hammer & Dolly Managing Editor Jacquelyn Bauman at jacquelyn@grecopublishing.com

KYLE OTEY If you ask a shop owner to list some qualities of his or her ideal technician, you might hear things such as “someone who is hungry to learn,” “someone who is meticulous in his or her work” and “someone who is passionate about the industry.” Current Burkeville Body Shop owner Colin Sheffield believes he has found all of these things in one of his technicians, Kyle Otey.

“Kyle is an outstanding technician who is constantly striving to better himself and our company,” he says. “He is the first in line to request the latest training, loves to learn new things and is a great friend and co-worker who is always willing to help others.”

About 10 years ago, back when the long-running VA business was still under its previous owner, Bobby Wright, Otey came into the shop on the opposite side of the counter, as a customer.

“I got into this industry by accident,” he explains. “After [a collision], I brought my car to Burkeville; throughout the process, Bobby Wright recognized my passion for cars.”

Otey was offered a summer job at the shop as an apprentice, which soon became a full-time position. Working under previous Hammer & Dolly Technician of the Month recipient Chris Bowman (January 2013) to learn the trade, Otey began to take on his own jobs within six months.

“Chris played a very important role in teaching me quality repairs and the correct way to fix vehicles,” Otey says. “In the future, I could see myself teaching others how to repair vehicles the correct way as well.”

The thing that Otey enjoys most about working in the automotive repair field is also the reason behind his success in his position.

“Every day is a challenge; no two wrecks are identical,” he expresses. “You don’t ever do the same thing over and over again. You may fix a dent, but it’s going to act completely different than the dent you fixed before. It’s not a monotonous job, and I enjoy it.

“Every manufacturer designs vehicles differently,” he adds. “You have to be knowledgeable and understand the way they want things working together in order to fix them correctly.”

Under this same principle, Otey believes the best way to do this job well is to treat each and every car like the other repairs you’ve done don’t matter – because they don’t.

“As Bobby [Wright] used to tell me, no matter how many jobs you do correctly in a row, the next one you fix, that customer only cares about that car,” Otey recalls. “You could do 1,000 repairs correctly, but if you mess up on the next one, that owner doesn’t care about the

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February 2016

A vital member of the Burkeville Body Shop team, Kyle Otey prides himself on consistent, high-quality work. [ones] you fixed before it. He cares about his car and the money he’s spent owning, maintaining and now repairing it.”

Considering Otey’s designations as an ASE Master Collision Repair technician and an I-CAR Platinum technician who is certified for welding on both steel and aluminum, these principles have obviously paid off. As he describes, this dedication to training and consistently bettering himself at the craft would not be possible without the help of Sheffield as his manager.

“Colin makes the repairs we do possible,” he states. “He provides us with training opportunities and spends a lot of money on the shop so we have the most up-to-date equipment. Without the education and equipment, we couldn’t make a quality repair.”

All in all, Otey knows that the foundation for all of his success and his passion for hard work comes from his father, Vern Otey.

“Growing up, my dad taught me the importance of doing a quality job,” he recalls. “He would always say, ‘If you’re going to put your name on it, you should do it right. You should stand behind your work.’”

Otey has worked at Burkeville Body Shop for almost 10 years, and he hopes to continue there into the next 10 as well.

“In a decade, I’ll still be here at Burkeville. I can see myself as a shop foreman, teaching others,” he says. “I don’t ever see myself leaving the automotive industry.” H&D

February 2016

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Sterling, VA 20166 888-954-8222 Fax: 571-434-7727 www.bmwofsterling.com

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

Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 www.northwestbmw.com

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Original BMW Parts

www.bmwusa.com

The Ultimate Driving Machine®

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.

Checkered Flag BMW 5225 Virginia Beach Blvd Virginia Beach, VA 23462 757-687-3494 Fax:757-687-3495 bmw.checkeredflag.com

BMW of Towson 700 Kenilworth Drive Towson, MD 21204 410.296.7908 Fax: 410.296.4852 www.bmwtowson.com

BMW of Bel Air 1705 Conowingo Road (US 1 in Hickory) Bel Air, MD 21014 443.640.1230 Fax: 443.640.1234 www.bmwbelair.com

Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 www.richmondbmw.com

BMW of Rockville 1396 Rockville Pike Rockville, MD 20852 301-984-8989 Fax: 301-984-1710 www.bmwrockville.com

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

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The insurer reevaluates what it pays shops.

NATIONAL

BY JOEL GAUSTEN

NEWS

STATE FARM IMPLEMENTS LABOR RATE “REFINEMENTS” Is State Farm in the process of changing its Labor Rates for the better? Well, yes and no.

Last summer, the company issued a brief announcement that it planned to make “market refinements” to its repair shop survey. According to the statement, the surveys State Farm conducts “allow eligible auto body repair facilities in the various markets the insurer serves to help identify prevailing competitive prices [PCP] and paint and materials pricing levels. Information provided by repairers through the survey process is used to help identify appropriate pricing for State Farm staff-prepared estimates. The State Farm Auto Repair Facility Survey has been in place for several years, with periodic updates taking place when business needs arise.”

State Farm added that these updates “may result in PCP adjustments in some areas in addition to the periodic changes in PCP relating to updated repairer pricing and capacity information.” The insurer noted that shops could voluntarily update their repair

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capacity and pricing information at any time on the State Farm b2b website.

“We are refining market boundaries used to determine prevailing competitive prices to serve our customers and to better align with government-defined market areas,” offered State Farm spokesman Justin Tomczak in the statement.

Although no Labor Rate changes in the Washington Metropolitan region have been reported at press time, Hammer & Dolly continues to receive word from shops in other states that began receiving revised rates as early as last November. According to documents obtained by this magazine, the new State Farm rates for the New York-Newark, NJ-Jersey City, NJ market area are $60 for body, $60 for refinish and $75 for frame.

“I’d like to think that the shops are correctly filling out the Labor Rate surveys from State Farm,” offers Jerry McNee, collision

chairman for the Alliance of Automotive Service Providers of New Jersey (AASP/NJ). “At the end of the day, I’m sure that the lawsuits that are taking place are having an effect; maybe they see a trend when it comes to the suits that they have to start moving in a new direction. In reality, when you’re paying your guys $30 face value, their true cost is much higher than that. When you have an insurance company paying you rates that barely cover that value, there’s no meat on the bones.”

Unfortunately, it appears that other states have not been so lucky. In a December 2 email notice to its members and auto body media, the Louisiana Collision Industry Association (LaCIA) reported that some shops in the state were receiving $5/hour decreases in State Farm Labor Rates.

“DRP and non-DRP shops are getting slammed with these lower rates,” wrote LaCIA Executive Director Alysia Hanks. “I wish there was a magic word I could give you all to make this problem go away; all I can tell you is we are working very hard to fight this, but we need your help. We need you to be proactive in your stance against these changes. We need you to share with us what is going on. We need you to reach out to the other shops in your area and make a stand not only for your shop, but [for] the whole industry.”

State Farm declined Hammer & Dolly’s request for more information regarding its rate changes, stating in an email that it was “not in a position to offer an interview” on the matter. H&D

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Important industry topics to be covered at NORTHEAST® 2016.

NATIONAL NEWS TALKING IT OUT: SCRS to Co-Host

BY JACQUELYN BAUMAN

Resolution Forum at NORTHEAST 2016

Life in the automotive repair industry can be riddled with complications (both large and small) that impact your everyday business. Taking a step back from your usual viewpoint can shift your perspective and often make the big things seem smaller or the small things seem bigger. By receiving information solely from those in your own market, you’re limiting yourself from seeing the larger patterns occurring in the field; hearing from repairers in areas other than your own can remind you that you are not alone in the problems you’re facing. Unfortunately, avenues for this type of discussion can seem few and far between. If you don’t have the means or the time to fly out to Las Vegas, Detroit, Palm Springs and the like, these conversations may seem like a pipe dream. Luckily for repairers in the Washington Metropolitan area, an outlet for this discussion is just a few hours away.

From March 18-20, the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) will host the 39th Annual NORTHEAST 2016 Automotive Services Show at the Meadowlands Exposition Center in Secaucus, NJ. In addition to the impressive amount of vendors, educational seminars and opportunities for networking that this show provides, one of the biggest draws for NORTHEAST attendees will be the SCRS East Coast Resolution Forum, copresented by the Society of Collision Repair Specialists (SCRS) and AASP/NJ on March 18.

“It was our idea to bring the leaders from the various Northeast states into a forum where we could exchange ideas about legislation and regulations,” says Ed Kizenberger, executive director for the Long Island Auto Body Repairmen’s Association (LIABRA) and New York State Auto Collision Technicians Association (NYSACTA), who serves as a moderator for the event. “We tried to find some common ground to create a discussion about what works in your state,

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what initiatives you’re taking on and what’s important to your members.”

In SCRS Chairman Andy Dingman’s mind, the East Coast Resolution Forum is a rare opportunity for repairers in the Northeast.

“I think more than anything, it’s a great place for repairers to get together, convene, network and bounce ideas and thoughts off of each other,” he opines. “We come back with a lot of information about what others are doing and what’s working for them. It’s a safe place where it’s just your peers; you can let things out that maybe you wouldn’t feel as comfortable doing in other venues.”

SCRS Executive Director Aaron Schulenburg cites NORTHEAST as a rarity in its genre.

“The level of conversation isn’t normally found at a regional level because of the widespread participation of numerous associations,” he says. “It’s much more indicative of a national event.”

So what can attendees expect to hear at the Forum? Schulenburg and Kizenberger agree that one of this year’s biggest topics of conversation will likely surround new technologies in vehicles on the road today.

They predict this discussion will cover how

to demonstrate the importance of OEM repair procedures to your legislators while maintaining a return on your investment in new equipment and tools. One thing is for certain – this event is not one to be missed.

“There’s not a [reason] that exists to not better yourself and your business,” says Dingman. “Anything that we can do to enhance the industry and our own businesses, there’s no excuse not to do it.”

“There’s so much to be gained from stepping out of your four walls and exposing yourself to some of the other things that are out there, and building relationships with some of the other people in the industry,” Schulenburg agrees. “If the shop owner hasn’t really left their business and gone and talked and interacted with other business in other market areas where they can get a bigger picture of what’s happening in the industry, they’re missing out.”

For more information on NORTHEAST 2016, visit aaspnjnortheast.com. Free registration for the show is now open at tinyurl.com/NE16reg. H&D

AASP/NJ’s

Networking.

Education.

Innovation.

Technology.

IT’S ALL HERE. March 18, 19, 20, 2016 | Meadowlands Exposition Center | Secaucus, NJ Online FREE Registration is NOW OPEN!

www.aaspnjnortheast.com February 2016

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MARKETING FEATURE

HOW TO DEAL WITH NEGATIVE ONLINE REVIEWS

There are few things more frustrating to a body shop owner than negative online reviews.

Unfortunately, if you interact with a significant number of customers, chances are you’ve received one. No matter how great your level of customer service or how high the quality of your work, it’s inevitable. Even more unfortunate is the fact that bad reviews can have a negative impact on your bottom line.

Studies show that 88 percent of customers read reviews to determine the quality of a local business.1 Nearly 90 percent report that their buying decisions are influenced by negative online reviews.2 Without question, online reviews are an important part of the consumer’s buying process, and those negative ones could be sending potential work to your competitors.

How to Make Online Reviews Work in Your Favor Given the fact that the occasional negative review is seemingly inevitable (and online reviews are very difficult to remove), it often feels like nothing much can be done. Understandably,

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shop owners become embittered at what they see as unfair treatment by certain review platforms, and they choose to ignore them in favor of other sites that offer businesses more control.

Ignoring negative reviews, however, is a bad strategy. There are ways to reduce the damage they cause, even if you can’t get them removed. Pretending they aren’t there isn’t the answer.

“How Do I Reduce the Impact of Negative Reviews?”

Your first step is to crowd them out with positive reviews. Everyone understands that businesses get some negative reviews. People are smart, and they understand that this feedback should be understood in context. However, if you only have five reviews on one particular platform, and two of them are negative, those people are going to have the impression that half of the customers you’ve dealt with had a negative experience.

The overall star rating of your business matters. Only 13 percent of consumers will even consider using a business that has a

rating under three stars.3 Furthermore, studies show that 85 percent of them read up to 10 reviews.4 One disgruntled customer’s review will be understood in the context of nine other reviews, a fact that is very inspiring if you’re actively employing a strategy to encourage customers to post about their experience with you.

Make Getting Reviews a Part of Your CRM Process Studies show that consumers who have a negative encounter are more likely to write a review than those who have a positive one.5 Anecdotally, from my experience helping shops manage and respond to online reviews, it often feels like customers who have negative experiences are some of the most motivated people on the Internet. With this in mind, it’s very important that you make it as easy as possible for folks with positive experiences to leave reviews.

The best way to encourage more reviews is to make it a part of your customer relationship management (CRM) process. Make sure your administrative staff has a clear understanding of your strategy and objectives. In fact, you should have written standard operating procedures (SOPs) for all personnel who are part of your CRM. How and Where to Ask for Reviews As you’re developing your online review strategy, make sure everyone involved at your business understands how to ask for reviews and where they should be sending customers.

First and foremost, everyone should understand that an overly aggressive or unethical approach can do more harm than good.

All major review sites prohibit businesses from paying customers for positive reviews, or creating fake reviews. If you’re caught doing any of these things on Yelp, for example, your business listing will be flagged with a warning to users that you’re engaged in unethical practices – arguably one of the worst kind of “reviews” you can get. This kind of approach is unnecessary, ineffective and not worth the risk.

Customers are also likely to resent your attempts to push them towards leaving you a positive review. Treat them with respect and ask them for their honest feedback. There are ways to provide incentives for leaving reviews, such as entering customers who have left reviews into a contest in which a winner is

Tips for battling not-so-kind words on the Web. chosen at random. However, there is an even better way to invest directly in your review strategy (without risking violation of review sites’ terms of service), and that’s incentivizing the process for your admins.

If you’ve made asking for reviews a part of your admin process, you’re asking your staff to do extra work. Why not acknowledge the value of the work they’re doing and reward staff members with small bonuses for each review they successfully assist a customer in getting?

We’ve seen this approach yield great results for body shops that we’ve worked with. You’re not paying the customer for leaving a review; you’re paying your staff for assisting a customer with leaving honest feedback.

Why Is It Necessary for Reviews to Be Part of the Admin Process?

Requests for reviews should be a part of every step in your CRM. Logos for major review sites like Google+, Angie’s List and Yelp should be in the materials given to your customers. You should have follow-up emails that encourage them to leave reviews, and you should direct people to your social media profiles.

However, once your customer has left your shop, the likelihood of getting a review from him or her (especially on the most important review platforms) decreases. At a body shop, the time when customers are picking up their vehicle is the best time to help them through the process of leaving a review – especially on Google+, which is arguably the most important online review platform.6

Why Is Google+ (or “Google My Business”) so Important?

Do a Google search for an auto body shop in your area, and you’ll see why Google reviews are so important. On the top half of the first page of search engine results, you’re likely to see Google Maps listings for body shops.

You’ll also see the review ratings for each business. Google reviews help optimize that listing in Google’s local search algorithms.7 The biggest challenge with Google reviews is that you may need to assist customers through the process of signing up for a Google account. This is a multi-step process they are unlikely to go through once they’re out of your shop and have moved on with their lives.

Should I Only Worry about Google+?

I’m not suggesting that Google reviews should be the only focus of your strategy. If customers are most comfortable with a particular review platform, then they should be encouraged and thanked for leaving a review there. Posting reviews on a diverse range of different sites appears natural and trustworthy to Google. Also, if a customer regularly leaves reviews on Yelp or Angie’s List, for example, his or her profile has built up a lot of credibility on those platforms.

If you have customers who are accustomed to leaving a lot of reviews on Yelp – and use that site like a social media platform – by all means, encourage them to leave their review there! Their review is very unlikely to be “filtered” or hidden, because they’ve built up a great deal of trust on that site.

How to Respond to Reviews Your online review strategy should not only have a process for getting reviews, but it should also include a plan for responding to them. Above all, make sure you take the high road. If you have even the slightest feeling that your response will be clouded by emotion, step away from the computer and wait, or get someone who can be more objective to craft a response.

But don’t wait too long. Respond promptly to all reviews, both negative and positive. Research shows that a business that responds promptly to all reviews discourages people

BY LEE EMMONS

from leaving negative ones in the first place.

When they feel they are making statements about someone who will respond, they’re more likely to be careful about what they say.8 Unfortunately, this isn’t a safeguard against wildly inaccurate claims being made about your business. However, you must resist the urge to make your response an argument about why this reviewer is wrong. This only serves to enrage the reviewer and increase the likelihood that he or she will try to go to war with you online.

Always start by assuming the reviewer is correct, as painful as this may sometimes be.

(Remember that other consumers reading the review will identify with the reviewer, and they could see you as a bully.) Then, show all of the steps you’ve taken to resolve the situation, and articulate the ways in which you’re dedicated to preventing the kind of negative experience that this customer has had.

Hopefully, the other nine good reviews that the consumer reads will reinforce that the negative experience is outside the norm.

1. searchengineland.com/88-consumers-trust-online-reviews-much-personal-recommendations-19580

2. marketingland.com/survey-customers-more-frustratedby-how-long-it-takes-to-resolve-a-customer-service-issuethan-the-resolution-38756 3. brightlocal.com/learn/local-consumer-review-survey/

4. searchengineland.com/88-consumers-trust-online-reviews-much-personal-recommendations-195803

5. streetfightmag.com/2012/08/14/poll-bad-experiencesare-more-likely-to-inspire-reviews/

6. bruceclay.com/blog/local-businesses-need-reviews-12seo-approved-ways-get/ 7. searchengineland.com/10-local-marketing-myths-hamstringing-biz-184898

8. reputation.com/business/learning-center/reviews/improving/best-practices-negative-reviews H&D

Lee Emmons is vice president in charge of AP Media based in Sykesville, MD. His public relations and marketing efforts on behalf of collision repair shops throughout the Mid-Atlantic have gained industry press coverage for those shops in trade publications and local media. He and his agency are certified Google Partners, with certifications in AdWords and in Google’s Video Advertising Advanced Certification. Marketing for auto body shops has become his passion and personal area of expertise. You can visit his company’s website at AbsolutePerfectionMedia.com.

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COVER STORY

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WMABA hits the legislative race in 2016.

Your voice matters.

BY JOEL GAUSTEN

For decades, WMABA has worked to better the professional lives of the shops, vendors and other industry personnel who comprise its vast membership. One way that the association promotes the collision repair field is by maintaining an active presence in the Maryland, Virginia and DC Legislatures. In addition to sponsoring legislation aimed at benefiting repairers and the motoring public, it regularly encourages its members to reach out to legislators to help them better understand the industry and why these bills are so important. This month, Hammer & Dolly looks at WMABA’s work at the State House in recent years, the lessons learned by these activities and how members can help the group achieve its goals in 2016 and beyond.

Setting the Stage The strongest legislative push in recent WMABA history occurred in early 2014, when the group pressed for passage of Senate Bill 487 and House Bill 574 in Maryland. These bills sought to prohibit insurer mandates of aftermarket parts for the first three years after a vehicle’s production, as well as stop insurer mandates for particular procurement processes or vendors for parts or materials. WMABA’s intense presence in Annapolis during the campaign included having members testify at Senate and House hearings and hosting a special Lobby Day for legislators at the Maryland Inn. (WMABA’s efforts to promote the two bills were covered extensively in our April 2014 and May 2014 issues, available for free viewing at grecopublishing.com.)

Although the bills didn’t pass in that session, current WMABA President Mark Schaech, Jr. (Mark’s Body Shop, Baltimore, MD) still views the exercise as a win for the industry.

“I think everyone [in Annapolis] got an education,” he says. “We were welcomed with open arms; they wanted to hear more about it. We got pretty close to getting a decision that was favorable; we got a lot of positive feedback. I feel it was just the beginning; it was an education for a lot of people there to get to know our association. There were a lot of shop owners who called their delegates and senators and reached out, and we got some votes that way.”

Like Schaech, new WMABA Board member Barbara Chase (Sisk Auto Body, Owings, MD) remains a firm believer in the spirit behind the group’s last major legislative endeavor.

“If we can get these two laws passed, it would make all of our lives so much easier,” she says. “It would also help the customer by not having to argue about aftermarket parts, [or] fight about what the quality is, and have them bamboozled by the insurance company.”

WMABA’s efforts in Annapolis in 2014 allowed Chase – who was previously unaware of exactly what a legislative hearing actually entailed – an opportunity to experience and participate in the process of promoting bills. The greatest lesson she learned was that getting a body shop-related bill passed often involves a number of moving parts – including the probable input of salvage yards and insurance carriers.

“I think we all learned just what we’re up against, and how many different interests are at play,” she shares. “It’s not just us trying to do what’s right for the customer; [there’s] also a lot of financial interest by the big-money players in the industry.”

February 2016

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COVER STORY

Moving Forward Away from Annapolis, Chase does all she can to educate her customers on the issues addressed in the 2014 campaign – especially the use of aftermarket parts.

“We just explain to them that they are not the same [as OEM parts],” she says. “The corrosion protection, fit and durability are not the same; it’s not going to look exactly right. I’ll usually tell [the customer], ‘It might be 75, 80 or 95 percent [the same], but we’re not going to know until we try it on,’ and let them know how long [using an aftermarket part] makes everything take. We’ll also explain Diminished Value a lot of times, too. That helps the customer understand that if a car is going to be fixed this way, that’s going to make it worth that much less when they go to sell it. That seems to open their eyes a little bit more.”

Interestingly, at the time of Chase’s conversation with Hammer & Dolly, Sisk Auto Body was dealing with a situation that perfectly (and frustratingly) illustrated the aftermarket parts dilemma. Although a customer had brought in a 2013 BMW 528i to be repaired, his insurer was insisting on using alternative replacement parts.

“We told [the customer], ‘You don’t want to go with this stuff,’” Chase reports. “He had his lawyer call [the insurer], and his lawyer was talked into it by them. The customers just hear it from the insurance companies and want to take their word for it because they seriously think [the insurer] is out for their best interests.”

Despite experiencing similar frustrations, the more diligent members of the WMABA community know the value of staying in the game. In today’s legislative landscape, it is not uncommon for a decade or more to go by before a bill is passed into law, often with the same proponents hitting the hearing trail year after year to make their goals a reality. But for many in the Washington Metropolitan industry, the fight will always be worth the time and effort.

“Rome wasn’t built in a day,” Chase says.

“It’s not going to happen overnight. When you’re fighting something that’s this important to both sides, it’s not going to be easy. But in the end, it will be worth it if we can get [our initiatives] to pass. And it’s not taking up that much time. It’s a couple of hours, a couple of days. It’s not that much to give to make that big of a change.”

“Meeting with legislators, testifying at a hearing or two or having a meeting with the Attorney General doesn’t require a lot of time over the course of 365 days,” Schaech agrees.

“However, learning about the legislative process is invaluable. Our voice is as important as the billion-dollar organizations on the other side who have very powerful lobbyists and so forth.

It’s a place where the playing field is leveled for us and the big boys. If we’re able to have some input or get a bill passed that has value to consumers or collision repairers, that’s a lasting change.”

While testifying at a hearing or meeting with a legislator can sometimes be an intimidating task for someone who is completely new to representing his or her industry in this manner, it is important to remember that those who have the power to push a bill forward are just like the rest of us – automobile owners and consumers who want safe, dependable repairs.

When opponents bring in the brawn, collision repairers are able to bring the human touch to these discussions.

“These people are consumers; they’re car owners and drivers, and they have kids who drive cars,” explains Schaech. “When you start

“Rome wasn’t built in a day,” Chase says.

“It’s not going to happen overnight.

When you’re fighting something that’s this important to both sides, it’s not going to be easy. But in the end, it will be worth it if we can get [our initiatives] to pass.”

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talking to them about safety and quality and aftermarket parts, they get it as consumers.

We’re not asking them to bury the insurance industry and vote against all of their bills; we’re just asking for them to vote on our side here and there.

“Shops are spread all over,” he continues.

“We all have our own delegates and senators in our areas, and we can talk to them. That’s what their job is – to help our businesses and their constituents. When there are multiple shop owners spread out over a large area, [meeting with shops] is more personal for these delegates and senators – as opposed to [meeting with] the lobbyists who are in Annapolis and paid to work on these people.”

As 2016 carries on, WMABA members can expect to hear the call for assistance and participation as the association gears up for more legislative work on behalf of body shops.

Yes, the road to success in the political arena can be tiresome and even demoralizing at times, but nothing can be achieved without a solid, consistent and faithful effort. Schaech encourages his fellow WMABA members to stay vigilant through the tough times – and find patience to match their strength.

“As business owners, we plan for things in the future, like equipment purchases and how to tackle new vehicles down the road,” he explains. “By nature, businesspeople are forwardthinking, thoughtful, planning individuals. If you want to have a successful business, you have to plan way ahead into the future. I think this is just another part of that. Things don’t happen overnight; if you’re a realist and run a successful business, you realize that.

“If we had greater participation, we would have even greater results,” he adds. “I’m sure there are going to be peaks and valleys over the journey, just like there are in our daily businesses. But at the end of the road, I see a light.”

For information on WMABA’s upcoming legislative work (and to learn how you can participate), contact Executive Director Jordan Hendler at (804) 789-9649 or jordanhendler@wmaba.com. H&D

Executive Director’s Thoughts

It will forever stick with me when a very powerful legislator looked at me and said, “Look, I hear you. I hear them. What I want to hear is what my shop owner friend – who I trust – has to say about this.” He stayed true to his word and became a supporter more so than many.

It means something when a business owner in a legislator’s district talks to them.

- Jordan Hendler

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Getting to know the industry pros who work on your behalf.

MEET THE

BOARD

BY JACQUELYN BAUMAN

RODNEY BOLTON

“I wanted to connect with WMABA because the education of young people coming into our field is important...I can give input on education and how it works with the industry.”

Most WMABA members consider their greatest gift to the industry to be the peace of mind they give customers after performing a safe repair, but Board member and longtime educator Rodney Bolton’s greatest contribution to the profession is his cultivation of new technicians.

Bolton began his career in collision repair education at the suggestion of John Ensor, one of his instructors at Howard County School of Technology in Howard County, MD. Although being a teacher was not his first, second or even third job after he had graduated, the door opened in 1999 when a position became available for an automotive collision and refinishing trainer at the Center of Applied Technology-North in Severn.

With Ensor’s words ringing in his head, Bolton applied for the job and got it. Ten years later, with the help of industry partners, he convinced the school system to invest almost $800,000 to build an addition on the school, creating separate refinish and collision repair programs. With this change, the Center is the only school in the country with two different programs at the secondary stage.

Bolton’s dedication to automotive repair education extends to the national and international levels. In January 1997, he became the chief expert of car painting for WorldSkills, a global competition for post-secondary students.

“I love working with WorldSkills because it gets you away from the norm and gives you the chance to work with young adults and students participating at that level,” he says.

Bolton’s role in WorldSkills became one of many factors that led to his current position as career coach for Anne Arundel County Public Schools.

“I was involved with WorldSkills since the ’90s and I had a lot of business connections, so when the position opened up and they needed someone who was familiar with running organizations, I applied,” he explains. “Even though I applied [for the career coach position], I wasn’t sure I was going to accept it, but I finally decided to take the opportunity. Now, my daughter, Amanda, actually has my

old position in automotive refinishing [at the Center]. She’s one of three female instructors of automotive refinishing in the country. My whole family is involved in the industry. My wife, Teresa, is the director of collision repair test development for ASE; my son, Rodney Jr., owns an automotive detailing business in Germany. The collision repair industry has done well by us. ” As someone who has received so much from the industry, Bolton works hard to give just as much back. Recognizing the impact of WMABA on the local collision repair community, he was quick to join the association.

“I wanted to connect with WMABA because the education of young people coming into our field is important,” he shares. “I can give input on education and how it works with the industry.”

Because of his experience, he has a lot of opinions and a bit of advice for shop owners who are having difficulty obtaining and maintaining new technicians at their shop.

“When you have a student who you think is great and has potential, he or she needs to be paired with the right mentor,” he expresses.

“Sometimes the industry doesn’t know how to transition students to the business world. The students develop the right skills through their education, but then they get discouraged when they’re held to the same level as an adult, resulting in pushback and lack of cohesion. The workforce is not like it was in the 1950s. People have to be groomed.

“I would say that a student needs to be paired up with someone who works in the industry and could be classified as a teacher,” he adds. “The mentor needs to be caring and must want the student to be successful. I know this isn’t easy – a lot of people get into this industry because they like to work alone. I was a tech once, so I understand. But something needs to change to make the transition from school to employment better.”

Rodney Bolton has a lot of insight to provide to the industry, and WMABA is happy to have him as part of the Board of Directors. H&D

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Mark Schaech, Jr.

(410) 358-5155 mark@marksbodyshop.com

PRESIDENT’S

MESSAGE THE NEW DARK AGES

As we all know, vehicles are becoming more advanced. Cars on the roads today utilize exotic materials and often employ advanced electronics, driver assist technologies and safety systems (including lane change assist, blind spot warning and adaptive cruise control). However, it appears that some shops and insurers are still living in the Dark Ages when it comes to handling vehicles with these systems.

There are a few carriers – including the largest in the country – that regularly refuse to perform scans on vehicles involved in collisions, even when the manufacturer specifically requires a system check or recalibration. On a daily basis, we’re told, “If there isn’t a Malfunction Indicator Lamp on the dash, then we will not pay for a scan.” With all of the industry/training information available today, I cannot believe that we have to ask a customer if he or she will pay for this

procedure when it is obviously necessary to restore a vehicle to pre-accident condition.

The same holds true for post-accident safety inspections of seat belt systems. Numerous manufacturers (including Audi, VW, BMW and Nissan) recommend that the seat belts be checked to ensure proper function. Oftentimes, this inspection requires a test drive with two technicians. We are often told that no one else charges for that. Really?!?! Even if this were true, does an insurer not owe for a manufacturer-recommended repair procedure because other shops don’t perform it?

Recently, a car we had in the shop had a manufacturer-recommended procedure for replacing the seat belt in use. Of course, we wrote to replace it. But the insurance appraiser said he checked that seat belt and it worked fine. Really?!?!? Do you work for Nissan? Are you an engineer?

Come on, people. These consumers bring their vehicles to us because they trust us. Let’s do the right thing. Let’s follow the manufacturer’s guidelines and repair these cars properly. H&D

WE NEED YOUR LEGISLATIVE CONTRIBUTION! I appreciate WMABA working on my behalf at the state capitol(s)!

Here is my contribution to the legislative efforts.

P.O. Box 3157 • Mechanicsville, VA 23116

Name: ______________________________________Company: __________________________________ Address: __________________________________________________________________________________ City:____________________________________________State: ______________________Zip: ________ Phone:

______________________________Email:

Donation Amount: Check Enclosed

$50

$100

____________________________________________ $500

Other ________________

Credit Card (Visa, Amex, MC)# __________________________________________________________ Exp: ________

Name on Card: ______________________________Signature: __________________________________ 46

February 2016

Unsurpassed Quality.

Genuine Hyundai Parts.

HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE.

SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS.

TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.

For Genuine Hyundai parts, contact these Authorized Hyundai Dealers.

Fairfax Hyundai 10925 Fairfax Blvd.

Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: parts@fairfaxhyundaiinc.com

Malloy Hyundai 1880 Opitz Blvd.

Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: hmkparts@aol.com

Bob Bell Hyundai 7125 Ritchie Highway Glen Burnie, MD 20161 Phone: 410-689-3038 Fax: 410-766-1275 www.bobbell.com

Fitzgerald Lakeforest Hyundai 905 North Frederick Ave. Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595

Checkered Flag Hyundai 3033 Virginia Beach Blvd.

Virginia Beach, VA 23452 Phone: 757-687-3463 Fax: 757-687-3468 www.checkeredflag.com

Antwerpen Hyundai 12431 Auto Drive Clarksville, MD 21029 Parts Direct: 443-367-4145 Fax: 443-367-4125 E-mail: bgonce@antwerpenauto.com www.jacksaysyes.com

February 2016

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VENDOR

CORNER LIFE AFTER OSHA

In previous articles, I discussed being proactive with regard to the most commonly cited OSHA safety regulations that pertain to the body shop environment. We’ve also covered increased inspections due to OSHA’s isocyanates enforcement program, as well as how to handle an inspection when it occurs. During my time at SEMA last November, quite a few shop owners stopped by the Safety Regulation Strategies booth to get information on OSHA inspections.

Not surprisingly, many of them had the same question: “What happens after the inspector leaves?”

Hopefully, you were respectful, attentive and truthful during the inspection process. During the inspector’s visit, he or she observed employee work habits (e.g., PPE usage), and made observations regarding unsafe conditions or violations (e.g., tripping hazards). Additionally, your

training records and safety programs were reviewed. The inspector probably also interviewed one or more of your employees to get a feel for the overall “safety culture” at your workplace.

Now that the inspector has left your facility, use your notes to fix any deficiencies right away.

The longer you wait, the less time there is for good, cost-effective corrections.

Approximately six to eight weeks after the inspection, a certified letter (Notice of Violation) will arrive at your business. Read the citations and call the OSHA inspector if you need any clarification. The NOV imposes some immediate responsibilities and deadlines.

You must post a copy of each citation at or near where the violation occurred for a minimum of three working days or until corrected, whichever is longer. (Weekends don’t count.) Upon receipt of the NOV, a 15-workday clock also begins

A guide to a positive OSHA experience.

BY JOSEPH J. KENNY, II

to tick. During this time, you must either pay the fines or give notice (by fax, email or certified letter) that you are going to contest the violations.

Violations fall into five main categories: Willful, serious, other-than-serious, failure to abate and repeat. Each willful violation carries a fine between $5,000 and $70,000 and is imposed for intentional disregard or indifference to employee safety and health.

Both serious and other-than-serious violations carry fines up to $7,000 per citation. The main difference between the two is the likelihood of serious injury or death. Lack of hazard communication training or respirator medical evaluations are examples of serious violations, while failure to display the OSHA employee rights poster falls in the other-than-serious category.

Unless it was corrected during the inspection, each violation will have an abatement (correction) date. Abatement documentation (e.g., photos, receipts and/or training records) must be submitted to OSHA. Do not falsify documentation, as it is a federal crime to do so. Failure to abate penalties can amount to $7,000 per day.

If you have been cited for the same or a substantially similar violation in the previous five years, it is considered a repeat and carries penalties up to $70,000.

On a side note, there are also severe penalties (both state and federal) if you attempt to retaliate against an employee who has exercised his or her rights under the Occupational Safety and Health (OSH) Act. Just thinking about an OSHA inspection is stressful; I hope the information I’ve presented makes it a little less so. Knowing how the process works should make it easier to prepare for and get through. If you have any questions or need assistance, please give me a call. H&D

Joseph J. Kenny, II is president of Safety Regulation Strategies, Inc., a nationwide safety and environmental training and consulting firm.

He has helped thousands of businesses create safe and compliant workplaces, and can be reached at (800) 723-3734 or on the Web at SafetyRegulations.com.

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ADVERTISERS’ INDEX Air-Tech Products ................................21 Alexandria Toyota ................................41 American Honda Motor Company ......7

AP Media ............................................34

Audi Group ..........................................37

Audi Silver Spring ................................IBC

Axalta Coating Systems ......................OBC

BMW Group ........................................26-27 BMW of Silver Spring ..........................IBC BMW of Fairfax....................................3

CAPA ..................................................25

Chesapeake Automotive Equipment ..50

Empire Auto Parts................................50 Ford Group ..........................................49 GM Parts Group ..................................11

Honda Group ......................................29 Hyundai Group ....................................47 IkotecUSA............................................21

Koons Ford ..........................................34 Malloy Hyundai ....................................4

Mazda Group ......................................17 MINI Group ..........................................9

Mitsubishi Group..................................36 Mopar Group ........................................23

Nissan Group ......................................42

NORTHEAST® 2016............................31 Nucar ..................................................8

O’Donnell Honda ................................41 Packer Norris Parts ............................18

Porsche Group ....................................19

Porsche Silver Spring ..........................IBC PPG ....................................................IFC Safety Regulations ..............................48 Subaru Group ......................................35

Toyota Group ......................................43 VW Group............................................22 Wheel Collision Center ........................23

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