EXECUTIVE DIRECTOR’S MESSAGE by Jordan Hendler
ARE YOU THE ONLY ONE? Power in Community and Connections MESSAGE EXECUTIVE DIRECTOR’S
“You’re the only one.”
- said by every irritating entity on Planet Earth
Your reaction to that one-liner will tell how much you’ve heard it, or at least heard of it. The statement is a common manipulation tool in our industry, and wielded by anyone averse to admitting validity of a practice. There even used to be buttons passed out at industry meetings, local and national, that said “I’m the only one”; a tongue-in-cheek jab to the prolific phrase and how ridiculous the dismissal is. I think the buttons should make another comeback, and for so many more reasons than just a conversation between a repair planner and insurance adjuster.
First, and most importantly, we have to acknowledge the ridiculousness of the phrase. I can promise, when it comes to something occurring in the course of collision repair, it would be the tiniest of possibilities you are the only one. Whether it’s process, procedure, or billing, many other only ones are out there doing the same thing, or something so close it would look the same to the average person.
But, how would you know it’s false? How do you disprove you’re the only one? Even if you dared to believe you’re the only one doing a particular thing, and you’re unique, would that make you automatically wrong?
My mom used to ask me in a disciplinary moment, “Jordan, if everyone jumped off the Golden Gate Bridge, does that mean you should?” No, Mom, I shouldn’t. Maybe this logic (in reverse) is what has made me someone who questions the crowd. Or, maybe it’s because I don’t like being told what to do. I have never wanted to be a sheep, or a lemming, with only the exception for my faith. I’m a happy sheep in the that fold, but I chose it willingly. Either way, I think the mentality to challenge a “marketplace norm” is healthy and should be fed, rather than murdered. If we’re going to be sheep of a
WMABA OFFICERS
PRESIDENT Kris Burton kris@rosslynautobody.com - 703-820-1800
VICE PRESIDENT Phil Rice price@bapspaint.com - 540-846-6617
TREASURER John Shoemaker john.a.shoemaker@basf.com - 248-763-4375
SECRETARY Barry Dorn bdorn@dornsbodyandpaint.com - 804-746-3928
IMMEDIATE PAST PRESIDENT Steven Krieps steve@gregclineauto.com 304-755-1146
BOARD OF DIRECTORS
Rodney Bolton (boltonconsulting61@gmail.com) 443-386-0086
Tom Brown (thbrown@ppg.com) 703-624-5819
Torchy Chandler (torchy.chandler@gmail.com) 410-309-2242
ADMINISTRATION
EXECUTIVE DIRECTOR
Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649
WMABA CORPORATE OFFICE
P.O. Box 3157 • Mechanicsville, VA 23116
flock, then let’s flock toward what makes a collision repairer stronger in delivering safe quality work for a profit.
The only way to know you’re NOT the only one is to surround yourself with other Only Ones
I know a lot of these - let’s call them - Only Ones. (That naming convention may stick, actually.) They have a buck-thenorm mentality, and strive to solve issues by proving it’s not about the common practice, but focus on the difference between right and wrong. They ask questions like: Is it a right repair procedure, is it a justified and reimbursable cost of repair, is it a practice that increases overall efficiency, is it a team structure providing reduced errors and cycle time? If the answer to any of these is yes, then it should not matter if you’re truly the only one doing it.
Let’s talk more about the Only Ones. They have a behavior about them and stick out in a crowd. The crowd could be local, regional or national, but there is a difference in them. The results in their shops are all the proof you’d need to see the benefits and want them for yourself. I know I talk about these types of repairers a lot, but it’s because it’s so important, and something I think everyone should take heed of.
You know who the Only Ones are in your market, or maybe your state. You’ve heard of them through the grapevine, or from us as the local association, or seen them in news articles. They seem like they’re everywhere, and you wonder how they do it all and still run a business. How can they be outside their four walls so often and keep their finger on the pulse of the day-to-day of the shop?
Let’s pick them apart to see what pieces you could pick up for yourself!
HAMMER & DOLLY STAFF
PUBLISHER Thomas Greco thomas@grecopublishing.com
SALES DIRECTOR Alicia Figurelli alicia@grecopublishing.com
EDITORIAL DIRECTOR Alana Quartuccio alana@grecopublishing.com
SENIOR CONTRIBUTING Chasidy Rae Sisk EDITOR chasidy@grecopublishing.com
Tracy Dombrowski (tracy@collisionadvice.com) 571-458-0648 Bill Hawkins (hawkinswilliamjr@gmail.com) 510-915-2283
OFFICE MANAGER Donna Greco donna@grecopublishing.com
PRODUCTION Joe Greco COORDINATOR joe@grecopublishing.com
www.grecopublishing.com @grecopublishing
Are you the only one?
BY JORDAN HENDLER
Only Ones consume information
Every standout is consuming information in some form, such as business books, news sources, social media, or anywhere they can feed the desire to know more. I would say most shop owners are a technician-turned-owner, without a truly formal business education, while some may have some college experience. The college experience still leaves a lot to be desired for the unique and tumultuous nature of collision repair. This lands everyone equally into the School of Hard Knocks, where you either take all the punches or you learn to punch back.
I’ve tried hard to make space in my life for the same endeavor, consuming information to improve my own business. Much of it translates to us all. As a great example, I read an amazing book last year called The 6 Types of Working Genius by Patrick Lencioni. The premise is that people have natural ways they think and process within the categories of Wonder, Discernment, Enablement, Invention, Galvanizing or Tenacity. Those titles, without context, are hard to identify with, but you can imagine that all people have gifts in which they would flourish when leaned into.
He explains how knowing each team member’s top styles will identify their best work lanes, both on their own and especially in a team environment. Some people will thrive in autonomy while others do better in a group. I challenge you to read it, because I agree with him in that people will only have high-yield long-term success if they are working within their natural abilities. His team approach is really refreshing, and helped even my team improve collaboration, creation and execution.
Only Ones want to hear from vendors on new products or processes, and typically ask a lot of their vendor relationships. Some vendors find them challenging, because they seem high maintenance, but the vendors who embrace it find they are able to translate this to their other customers with similar success thus making them a trusted partner. If you’re reading this as a vendor, think about who challenges you to be better and rethink your reaction to it. These could be the best relationships you have! From a shop perspective, the challenging customer gives a lot to learn from in a similar way.
Spartan Groups, all the way up to national industry conferences such as the Collision Industry Conference, national association Boards such as the Society of Collision Repair Specialists, or participating in the certified collision network conferences and training. The truly dedicated are in pretty much all of them.
The selfish caveat here? They are also members of everything. Meaning, they join the associations, they give and take, and they volunteer because by doing so they get more information and community than those who do not. The lasting impression is, the more they give, the more they get.
They keep the Home Fires Burnin’
That’s a lot of meetings. It seems impossible to do so much and keep your shop on the level. From my perspective, it is because their team is laser-focused and follows processes. The laser focus comes from understanding and carrying a vision. A vision doesn’t need someone to restate it constantly if it is communicated properly, with clarity and the team adopts. Is it right the first time? Nope. Is it something that can be built over time, so that the foundation stays solid and doesn’t rely on someone hovering over constantly. But if the team has a vision, they row towards it without having to look towards you all the time. If they’re looking at you, they aren’t looking at a clearly identified vision.
No one person could know all there is to know, and make decisions on their own with exactness without the help of others. We need other minds, and minds who don’t think like ours, to create diversity in decision-making processes.
They seek other industry business leaders to glean processes from. The Only Ones see collaboration as the norm, not the exception. Their endeavor is to seek knowledge, which brings them into community, and sometimes even non-traditional environments.
They attend everything
You’ll find them in the “meetings.” There is a small to large approach to this. It could look truly local like Rotary Club, state association meetings or joining the Board of Directors, vendor council membership, industry business groups like Mike Anderson’s
They know when to step in - or step back
Only Ones try their darnedest to get out of the center of the hourglass. What does that mean? It means they want production to happen without requiring their input or interference. Usually, the solution for keeping the vision in the forefront is a regular production meeting. Some do a little bit every morning, some do it weekly or bi-weekly, but all do it. Identifying and empowering team leaders ensures the production continues even if the manager is out.
With every teammate having clear vision, job descriptions and leadership, they also focus on the importance of constantly tweaking and improving every thing possible. They keep spaces pristine, with good lighting and make sure tools are up to date, programs or software are as advantageous as possible, and check in with employees often to know where they are and how they’re doing. They are always found in a relentless pursuit of improvement.
If I would boil down the Only Ones to just one thing, I’d say it’s this: TENACITY!
What could you be more tenacious about in 2025? You too could be an Only One, and say it with pride! H&D
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WMABA Leaders Go Far FEATURE
WMABA works to serve the best interests of collision repairers through leadership, education and initiatives that strengthen the professionalism and business conditions for the professional collision repairer, as per their mission statement. As a result, they’ve not only supported collision repair professionals throughout the Virginia, Maryland, West Virginia and DC area, but they’ve grown some pretty strong leaders as well. Some have moved on to serve as leaders in other facets of the collision industry, but no matter how far they go, each continues to call WMABA their family.
That’s why the 2024 SEMA Red Carpet Industry Awards was so extra special! Three former WMABA leaders were given well-earned recognition for their hard work and leadership.
When Barry Dorn (Dorn’s Body and Paint; Mechanicsville, VA) heard his name called as the recipient of the Body Shop Business’ Single-Shop Executive of the Year Award, he was honored and
shocked. The past president, serving as Secretary on the WMABA Board as well as on the Society of Collision Repair Specialists (SCRS) Board, says he was truly honored – especially “knowing that there are so many others who could have come before” him in receiving this recognition. His creative and positive leadership, along with his commitment to affect positive change for the greater good of the industry, is what earned him this recognition, as noted during the award ceremony.
Dorn sees it as teamwork. “It’s all due to my team and my staff,” he credits.
SCRS Executive Director Aaron Schulenburg has strong ties to the WMABA family having served on its Executive Board in the past. On the SEMA stage, Schulenburg was honored with the Collision Industry Conference (CIC) Volunteer Award as one of the hardest working committee chairs who is not only dependable but always willing to contribute and has continuously put on dynamic presentations at CIC.
The CIC team had to work hard to keep the award a secret until the very moment they called him to the stage!
“It really was such a surprise, and I’m so appreciative,” Schulenburg recalls. “There are a lot of amazing people who contribute to the committees at CIC, and I’m humbled by it. Volunteerism is important to me, and so this particular acknowledgement means quite a bit. I also think recognitions like this are as much a reflection of the people who support and influence you, as anything else. I have a lot of gratitude for the amazing volunteers and industry contributors that I work side by side with every day at SCRS and within the
committees I’ve been fortunate to take part in at CIC. It’s also important to note that none of it is possible without support and understanding at home as well, and my wife has always been such a champion of the work I get to be involved in for the industry. ”
One of – if not the – most well-known collision repair professionals in the industry, Mike Anderson of Collision Advice also hails from WMABA. The former Board member was presented with the most coveted awards of the night: the SCRS March Taylor Kina’Ole Award.
Anderson reports being humbled by the honor, and although he is a noted industry icon by many, he says “March Taylor was my industry icon!
“There are people you look up to in life, and I looked up to March. He was the real deal. He was the founder of what is now the DEG (Database Enhancement Gateway) website. He did amazing things, and I wanted to be half the man that March was. As I said in
Barry Dorn with Jason Stahl (Body Shop Business)
Aaron Schulenburg was honored as the 2024 Collision Industry Conference Volunteer of the Year
my speech, I wanted my Mom and Dad to be proud of me, and I wanted March to be proud of me. For him to tell me the quality of my work was great…there could not be a greater compliment.”
Anderson looks back fondly on his WMABA Board member days. “I was the guy who typed the best, so I was always the secretary,” he quips.
He is proud of the work they did with legislation, training and serving as a voice for the shops. It was a great opportunity to rub elbows with the industry icons of the time who mentored him.
“I always saw WMABA as one of the first auto body associations, and so many great leaders have come out of it. I am honored to have served with the men and women back then.” H&D
Executive Director’s Thoughts
WMABA leaders go far because they have a servant leader’s heart. They give back, and in doing so, have improved themselves along the way. They have become a stronger communicator, better mentor, and boosted their business knowledge. All three of these gentlemen leave everything better than they found it with their spirit of excellence, and WMABA has only been better because of it! - Jordan Hendler
During the Kina’Ole Award presentation (from L-R): Aaron Schulenburg, Mike Anderson, Michael Bradshaw and Barry Dorn
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Time to get your tickets!
O U T H E A S T C O L L I S I O N
C O N F E R E N C E
M A Y
1 6 - 1 8
Greensboro Coliseum
GREENSBORO NORTH CAROLINA
F R I D A Y , M a y 1 7
8:30am – 10:00am |
Future-proof Your Shop: Tomorrow’s Success Starts with Today
Mike Anderson, Collision Advice
11:30am – 1:00pm | LUNCH & LEARN
Efficiency Unleashed: Rethinking Roles in Collision Repair
Michael Bradshaw of K&M Collision, Barry Dorn of Dorn's Body & Paint, and Kris Burton of Rosslyn Auto Body
MAY 1-3 RICHMOND VIRGINIA
2:00pm – 3:00pm | Option 1 The Critical Steps Involved to Achieve an
Kick
FRIDAY, MAY 2
Tradeshow 10am - 5pm
Education 8:30am - 5pm
SATURDAY, MAY 3
S A T U R D A Y , M a y 1 8
Tradeshow 9am - 3pm
8:30am – 9:30am | Option 1
Education 8:30am - 4pm
FEATURING
100% Disassembly Mike Anderson
8:30am – 9:30am | Option 2
Do You Have Leaky Profit? Find Out Where
Profit Leaks from Your Collision Center and How to Fill the Holes! Taylor Moss, OEConnection
11:00am – 12:30pm | LUNCH & LEARN
Repairer to Repairer: RTA’s and PRI’s, The Process & the Shop’s Role
Panelists: Adrian Mora, Collision Consumer Advocates, Billy Walkowiak, Collision Safety Consultants; Moderated by: Steve Krieps, WMABA Imm
Past President / Collision Safety Consultants of WV
2:00pm – 3:30pm | Option 1
Nurturing the Goose That Laid the Golden Egg
Bruce Schronce, StrongLead’s Executive Partner and Leadership & Business Consultant
2:00pm – 3:30pm | Option 2
Increased Profitability through Proper Documentation: How communication, documentation and collision shop positioning must change in 2024 and beyond
Keith Manich, AMAM - Director of Collision Services, Automotive Training Institute
OFFICERS
PRESIDENT: Kris Burton kris@Rosslynautobody.com 703-820-1800
SECRETARY: Barry Dorn bdorn@dornsbodyandpaint. com
804-746-3928
VICE PRESIDENT:
Phil Rice price@bapspaint.com 540-846-6617
TREASURER John Shoemaker john.a.shoemaker@basf.com 248-763-4375
EXECUTIVE DIRECTOR: Jordan Hendler 804-789-9649 jordanhendler@wmaba.com
BOARD OF DIRECTORS
PAST PRESIDENT: Steven Krieps srkrieps@live.com 304-755-1146
Torchy Chandler
torchy.chandler@gmail.com 410-309-2242
Rodney Bolton boltonconsulting61@gmail.com 443-386-0066
Tom Brown thbrown@ppg.com 703-624-5819
Tracy Dombrowkski tracy@collisionadvice.com 571-458-0648
An association fostering the exchange of ideas and providing a voice and support for the collision repair professional.
Position Your Business as
a LEADER !
Just like equipment and training, WMABA membership is not only a commitment to excellence, but also a valuable investment.
WMABA is recognized both regionally and nationally as the key forum for the exchange of ideas concerning the D.C., MD, VA and WV collision repair industry. It is the venue to discuss, learn about and impact evolving standards and policies in the technical, administrative and legislative fronts of our industry. Shops and industry supporters can best develop themselves and their employees by actively engaging in the association and its activities.
Automotive collision repair facilities in Maryland, Virginia, West Virginia and Washington, D.C. who are willing to adopt WMABA’s Standards of Membership and offer a guarantee to their consumers are encouraged to engage their business as an active member of the association. For over 40 years, the WMABA membership of professional collision repair businesses and affiliates have committed to operating at a higher standard on behalf of their industry and their consumers. Over the years, WMABA has proudly represented the collision repair industry at hearings on Capitol Hill, in Annapolis, MD, and Richmond, VA as well as almost every national collision repair event. While WMABA has a rich history of dedicated men and women serving the local collision repair community, WMABA also boasts numerous past and current accomplished Board members who represent our membership at the national level.
Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283
WMABA offers current and dynamic discussion forums on topics facing collision repairers, technical information and educational seminars, opportunities to network and discuss pressing topics with leaders of the collision repair industry, an arbitration program that works with consumers to help resolve issues they might have, apprenticeship programs, legislative representation and the ability to receive and contribute to one of the nation’s leading collision repair magazines, Hammer & Dolly
Contact Executive Director
Jordan Hendler to find out how WMABA can amplify YOUR voice in the collision repair industry.
www.raeservice.com
(800) 328-7855
For over 30 year’s Reliable Automotive Equipment has been the premier OEM Collision Repair equipment supplier. Please continue reading for details on our range of OEM certified riveting sets, tailored for diverse automotive needs. Discover the ideal choice for your workshop today!
WHICH
XPRESS 800 RIVETING SET IS BEST FOR YOUR SHOP?
BASIC SET
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STANDARD SET
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FULL SET
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CREF’s 2025 School Benchmark Grants and Student Scholarship Applications Open
WHAT IS ADAS CALIBRATION?
Collision repair facilities around the country desperately need talented workers to address the ongoing workforce shortage, yet a lack of qualified young professionals are entering the industry for various 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 2024, CREF awarded $536,000 in grants to 80 schools, benefitting over 4,000 students training in these programs this year alone. The Benchmark Grants recognize those programs that excel at educating students but which require additional financial assistance
Genuine Replacement Parts For the Road Ahead.
ADAS calibration is the precise adjustment of your vehicle’s sensors and cameras, essential for the optimal functioning of advanced safety systems. This process is especially critical following significant repairs, part replacements, collisions, or windshield replacements, as these events can disrupt sensor alignment. It’s important to avoid driving without proper sensor calibration. Uncalibrated ADAS sensors can compromise your vehicle’s safety features, leading to potential malfunctions and driving hazards.
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 2024 Student Scholarships benefitted 90 students with over $235,000 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 2025 Student Scholarships are open with a deadline of March 6, 2025.
Applications for CREF’s 2025 School Benchmark Grants are open until June 27, 2025.
To apply for a Benchmark Grant or Student Scholarship – or to learn more about supporting CREF’s efforts to promote the industry to future generations – visit CollisionRepairEducationFoundation.org.
Why Join WIN?
WIN offers education, mentoring and leadership development opportunities to build critical skills for success in the collision repair market.
• Local/Regional Networking Events
• Annual Education Conference
• Educational Webinars
• Mentoring Opportunities
womensindustrynetwork.com
• Scholarship Program
The calibration of ADAS can be performed in two main ways: static and dynamic. Static calibration takes place in a controlled environment, ensuring accuracy and consistency. Dynamic calibration, on the other hand, involves driving the vehicle under specific conditions to fine-tune the sensors in real-world scenarios. This comprehensive approach ensures that your vehicle’s safety systems are reliable and effective, providing peace of mind on the road.
• School Outreach Program
• Most Influential Women (MIW) Award
WHY ADAS ELITE?
Exceptional service and expert assistance to surpass your expectations
WHAT IS ADAS CALIBRATION?
The competition skips procedures like alignments, test drives and checking all ADAS systems. At ADAS Elite, we run all processes and check all systems to ensure your customers are back on the road quickly and safely, with a focus on transparency and warmth. Our dedicated team offers honest guidance and unwavering support - including free pick-up and delivery.
Services including:
• Electrical diagnostics & repair
• Wiring harness replacement & repair
• Installing, programming & reprogramming computer modules
• Problem car diagnostics & repair
• AND MORE!
At ADAS Elite, we offer more than services; we offer a partnership built on trust, quality, and a commitment to excellence.
ADAS calibration is the precise adjustment of your vehicle’s sensors and cameras, essential for the optimal functioning of advanced safety systems. This process is especially critical following significant repairs, part replacements, collisions, or windshield replacements, as these events can disrupt sensor alignment.
It’s important to avoid driving without proper sensor calibration. Uncalibrated ADAS sensors can compromise your vehicle’s safety features, leading to potential malfunctions and driving hazards.
The calibration of ADAS can be performed in two main ways: static and dynamic. Static calibration takes place in a controlled environment, ensuring accuracy and consistency. Dynamic calibration, on the other hand, involves driving the vehicle under specific conditions to fine-tune the sensors in real-world scenarios. This comprehensive approach ensures that your vehicle’s safety systems are reliable and effective, providing peace of mind on the road.
for unparalleled ADAS calibration services? Contact ADAS Elite for professional service that meets your needs and exceeds your expectations (410) 832-3512 adaselitecalibrationrepair.com
Conquest your Mitsubishi parts needs!
Mitsubishi now offers Genuine OEM parts through our new “Opt-OE” parts program at discounted prices. See Mitsubishi’s Ultra-Conquest parts and prices in the Optional OEM Suppliers category of popular collision estimating systems.
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• Discounted prices on quality new and unblemished OEM parts
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Phone: 703-385-3994
Fax: 703-591-5348
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Toll Free: 800-545-4745
Fax 877-696-1841
Email: parts@fitzmall.com www.fitzparts.com
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Parts Direct: 301-340-7668
Phone: 855-417-4511
Fax: 240-499-2488
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Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401
Toll Free: 866-280-8022
Phone: 410-224-4636
Fax: 410-224-4264
www.fitzmall.com
Here’s to 241 years of combined service excellence
This year, as Albert Kemperle Inc. celebrates its 83rd anniversary, BASF also celebrates its 158th anniversary. We are proud of our decades of partnership with BASF and years of serving the auto paint and body industry together. Kemperle’s founders would be proud of this relationship and the growth their company has experienced because of it.
Today, as we look forward to many more decades of service to our customers, we find ourselves filled with gratitude. The creativity, hard work, and sense of responsibility of the people working for our two companies have made us what we are today.
Thank you for your many years of loyalty.
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COVER STORY
A RISKY BUSINESS:
Understanding Shop Liability
“Without risk, there is no reward” – perhaps this well-known and often-repeated saying helped you find the courage to pursue your dreams of a career in the collision repair industry or even open your own shop. But while some risks are worth taking, others simply expose your business to liability and endanger your livelihood.
Between technological advancements in today’s constantly changing vehicles, environmental requirements and workplace safety concerns, it’s necessary to recognize the various accountabilities that fall on shops and identify methods to circumvent those potential liabilities to protect the business.
As Warren Buffett said, “Risk comes from not knowing what you’re doing,” so it’s vital for shops to understand all the areas in which they have certain responsibilities. That begins with safe and proper repairs – poor workmanship can open shops up to liability concerns with consumers, insurers and OEMs.
“Today’s repairs, in nearly all situations, affect the performance and possibly the safety of the vehicle,” notes Michael Giarrizzo (DCR Systems). “Our responsibility, as repairers, is a
safe and proper repair guided by manufacturer work instructions. Strict adherence to those work instructions with extensive documentation of what is needed to be done as well as validation that the repairs were actually performed in that way. Complete transparency is imperative!”
“It’s a matter of process and procedure, starting at the repair planning stage with pulling OE repair procedures, having the right equipment and implementing quality control checkpoints throughout the repair process,” offers Ron Reichen (Precision Body and Paint). He elaborates, “The person performing the quality control and approving the repair should not be the same person who did the work; it needs to be a different set of eyes, someone who is responsible for reviewing the work and determining whether it’s acceptable or not acceptable.”
“Quality verification throughout the repair process is critical,” agrees Cheryl Boswell (DCR Systems).
As post-repair inspections become more common, poor workmanship opens shops up to culpability. “We all remember the Seebachan case that finally broke that glass ceiling,” recalls
Mark Allen (Audi of America). “Those poor people are in so much pain every minute of every day, and the money is not worth the pain. Could you live with your conscience knowing something like that happened? It’s a morality thing. The fact of the matter is, we’re charged with keeping those people safe, all of us – from the manufacturers to the insurers, right down to the technician.”
Shops can protect themselves by investing in the proper training, tools and equipment to perform repairs, but they also need to document every step of the repair process to prove they’ve done things the right way. “Document everything you do with images and photographs to support it,” Reichen recommends. “Full transparency helps shops avoid legal action. If our repair plan says we’re going to do A, B and C, we want photos to support each step as well as the end product. We should be able to produce invoices that demonstrate the parts were purchased as well as photos showing that the part was installed on the vehicle.”
“With today”s complex safety and driving assist systems, we must adopt complete transparency and accountability through extensive and detailed documentation,” Giarrizzo concurs,
adding, “Improper repairs affect the safety and performance of these complex vehicle systems. The history of repairs will start to come into play in a subsequent accident. OE guidelines and work instructions are engineered so that the vehicle responds the way it was intended to in another accident, [and if it fails], the liability falls on the shop that did the repairs.”
“It not only impacts the vehicle value, but can lead to serious injuries to consumers if their vehicles are not repaired correctly,” Boswell contributes.
Reichen offers a few examples of ways that improper repairs can impact consumers and create liability issues for shops. “If a door latch fails and the door opens, somebody could fall out of the car. Safety checks on seatbelts often get neglected. Headlight alignment is important to ensure consumers can see the road properly. If you take on calibrations in-house, there’s a huge liability if the camera isn’t aimed properly and that car backs over a kid on a tricycle. We need to research the requirements, add them to the repair plan and then actually do them.”
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Obviously, the customer’s safety should be the primary concern during every single repair, but as businesses, shops are also responsible for the customer service aspect of the equation. When a customer has a negative experience during the repair process, they typically blame all related parties – the shop, manufacturer and insurance carrier – regardless of who was actually at fault in their unique situation, so a shop’s failure to meet a customer’s expectations (especially related to safety) can create rifts in the facility’s relationships with insurers and manufacturers as well.
“Confidence, trust and risk exposure hits everyone,” Giarrizzo insists. “Brand protection can be compromised by certain behaviors, plus repairer/insurer relations become strained.”
“For OEs, the brand impact [of an improper repair] can be immense,” Allen points out. “We’re partners, whether we want to admit it or not. Either manufacturers, insurers and shops pull together to create the perfect team, or the process devolves into a huge mess. When we work together, we can reduce liabilities for all of us. If we all come together to provide a positive experience for the customer, nobody needs to blame anybody else. And we all profit because we’re in business to make money.
“As manufacturers, we build a car that meets federal standards and performs as it was designed, and then we make the repair procedures available through OEM1stop.com,” he continues. “Shops need to access those procedures to perform a safe and proper repair and then reach out to the insurance carrier to explain what processes are required and how it’s done using the correct tools and equipment. Once the repair is done, our mutual customer is taken care of – they are restored financially so the only impact is their deductible, and their vehicle is returned with the repairs completed in a manner that ensures it will perform the same if a subsequent accident occurs.”
For certified shops, adhering to the OEMs’ requirements isn’t optional. “If you don’t follow your OE certification, you’re subject to be removed from that program,” Reichen acknowledges. “Follow the OE’s procedures, document it with images and make sure you’re doing it. Some insurers may try to dictate what they’re going to pay you, but you have all the liability, so it’s up to you to insist on performing the repair properly.”
“The lack of knowing or understanding regulations or statutes increases your risk of being held liable. The duty of care owed plays into it as well,” adds David Willett (SPARK Underwriters), taking it a step further to emphasize that, while training is vital, it’s even more important to implement that knowledge. “Your risk can actually increase because you do know, understand, have been certified or obtained knowledge.”
In addition to liability concerns related to workmanship that affects consumers and other facets of the industry, collision repair shops have a ton of internal responsibilities that can open them up to legal actions if not handled properly.
One area that shops often neglect to consider relates to
employment law, and Willett offers advice on a fact that all shops should be aware of. “If someone inquires to apply for a job with your business, they fall under employment law. One way that has been recommended to lower the risk is to provide everyone with an application.”
Workplace safety should be a top priority in every type of business, but in shops where there are so many hazards, employers need to take special care to stay abreast of possible issues and circumvent them.
“Shops need to review safety policies and procedures regularly and update as appropriate. They need to self-audit as well as bring in an independent source to validate,” Giarrizzo insists.
“Housekeeping is critical,” Reichen says. “Are all your electrical cords in good working orders with ground plugs in place? Are any of your airlines leaking which could cause them to blow out, whip around and hit someone or create damage? Make sure your fire extinguishers are checked on a regular basis, and if you’re repairing EVs, you need a specific extinguisher for electrical fires. You also need to follow EV safety requirements, like investing in the gaff hook, high-voltage gloves and non-conductive shoes, plus ensuring that eye protection is worn and no one working on an EV wears any conductive jewelry.
“Anyone driving a forklift should have the proper training and certification,” he continues. “Implement frame rack safety protocols, using a spotter so no one drives a vehicle off the rack. Seal flammables in metal-sealed containers to prevent exposure to sparks, and invest in high-quality welding blankets made from non-flammable materials. Know how to deal with hazardous waste spills and address leaks right away so it doesn’t cause someone to slip and the fluids don’t seep into the storm sewer in the parking lots. Essentially, shops need to make sure they’re aware of all the possible situations that can occur and ensure they have the proper training and equipment to handle it and that everyone on the team is conscientious of those hazards and understands how to address them if they occur.”
“Shops need to make sure their teams are using all of the proper safety equipment, such as protective eye wear, shoes, respirators, etc,” Boswell adds, listing additional items that shops should keep in mind: “There are safety issues such as fires. EV batteries introduce new risks as well. And then there are safety hazards that are also related to environmental requirements, such as the need for shops to use outside parties to remove waste.”
Failure to adhere to environmental regulations can also open shops up to liability risks. Giarrizzo recommends that shops perform “consistent reviews of environmental regulations and validate that they are being addressed appropriately. Outside independent self-initiated audits can help mitigate risks as well.”
“Know what needs to be disposed of separately,” Reichen offers. “Properly contain and evacuate your freon materials and other discharged fluids, such as coolant. Change paint booth filters
according to the manufacturer’s schedule and dispose of them in a standardized manner. A lot of the stuff we deal with in the shop can’t just be thrown in the dumpster with cardboard and other garbage, and if an OSHA inspection finds that you’re not disposing of these materials properly, the fines are significant; you can even end up in a position where they shut your shop down!”
Each state’s environmental laws vary, so it’s imperative to be aware of your jurisdiction’s requirements.
“All businesses are subject to environmental regulations, but the automotive industry has specific details that can vary by state and locality,” Willett explains, recommending shops familiarize themselves with their obligations by actively participating in collision industry associations, 20 groups and local business groups as well as by seeking advice from knowledgeable professionals, such as lawyers, IT providers and their insurance carriers.
Carrying the right business insurance is a vital component for shops seeking to protect themselves from all sorts of liability. But “the appropriate coverage needs to be in your body shop business insurance policy prior to the accident, fire, crime or faulty repair,” Willett advises.
He recommends making sure shops’ policies include coverage for the exposure to loss in several categories, including specialty liability – “employment practices liability including discrimination and sexual harassment, cyber risk and employment benefits liability. These are usually written on a claims made basis to avoid long tail exposure. Make sure your retroactive date is set to keep from having a gap which leads to you self-insuring.”
Property coverage should encompass “buildings, including everything permanently attached, such as paint booths and inground lifts; business personal property owned by the insured – everything that falls out if you take the building upside down and shake it – materials, equipment, paint, computers, furniture and parts,” according to Willett. “Also, be sure this encompasses coverage for business income and extra expense to survive and recover after a covered peril loss and employee tools which can be marketed to your team as an additional employee benefit because, last time I checked, it is eight to 10 times more expensive for your employees to insure their tools on their own personal insurance policy. Be aware of the limits within those policies as well; many times there is a per tool or per employee limit of $1,000s or a low total limit which is less than the cost to replace one tool box.”
When it comes to making sure a shop’s policy offers adequate limits, Willett suggests calculating completed operations limits with an “underlying policy of $1 million with an aggregate of one to two times and then an umbrella limit on top. Your property limits should include the cost to replace a building with like kind and quality of construction materials is analogous to repairing a vehicle after an accident. It usually costs much more to repair a vehicle than to build one from scratch. The same is true for a building after a loss. The market value of the building does not include the increased
costs of building materials, labor rates and new building codes. Also, pay attention if the foundation is included in the definition of the building. Several sources have estimated the cost of parts and materials has increased 10 percent year over year, so your business personal property limits most likely need to increase to prevent you from self-insuring.”
Although mitigating some of these risks may seem costly in terms of both time and money, experts agree that it’s worth the investment. According to well-known businessman and economist Gary Cohn, “If you don’t invest in risk management, it doesn’t matter what business you’re in – it’s a risky business.”
Allen agrees. “Risk management puts you in a defensible position, and without it, you have no defense. It may be painful at times when it affects your overhead, but at the end of the day, it’s the right thing to do.” H&D
Executive Director’s Thoughts
In as much that liability can be a strong prod to do better, the endeavor to perform a safe and proper repair for our customer should be the carrot that pulls us forward. It motivates us to learn and grow, rather than react and stagnate. By wanting to improve processes, we naturally alleviate a lot of liability. Uplifting the professionalism of our team - from admin to detail - and how they are treated helps them carry out that mission.
- Jordan Hendler
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INDUSTRY UPDATE
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ADVICE INDUSTRY ASK MIKE:
Are Current AI Technologies Good for Body Shops?
This month, we “ASK MIKE” to share his thoughts on the industry’s current use of AI during the repair and claims settlement processes. 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 industryrelated matter that he can answer in a future issue.
Hammer & Dolly: We’re in 2025, and it’s clear that AI is here to stay in the collision repair industry and will very likely grow in impact. What are your thoughts on where the industry stands with it right now and where we’re likely headed in the future, especially with new advancements on the horizon?
Mike Anderson: I’m really excited about it. I know it’s not perfect, but we’ve just scratched the surface of what it can be used for. I use ChatGPT all the time. It isn’t specifically AI, but I like using Google to verify photos. My dad passed away a few years ago, and I was going through some of his belongings the other day. I saw a tool in his toolbox that I didn’t recognize. I took a picture of it and ran it through Google Images, and I immediately found out what the tool was and what it was used for. There are a lot of newer technologies that excite me. Do I think AI can replace an estimator? No, but I think it can bring us to a future where it suggests things we may have
overlooked or things we might want to consider. I think it’s great for writing letters, either to a vehicle owner or to an insurer. The other day, I was at a shop that wanted to use OEM parts for a repair, but the insurer wanted to use aftermarket parts. I went to ChatGPT and entered, ‘Write a letter to a vehicle owner about why they should pay out of pocket for OEM parts versus aftermarket.’ ChatGPT wrote up a really nice letter. I did have to modify it a little, but it did 90 percent of the work. This kind of assistance not only saves time but also ensures that important details aren’t missed. It’s not about replacing people; it’s about assisting them to do more in less time.
AI is a lot like nuclear weapons in that it depends on who is using it. In the right hands, it can be a powerful force for good. There’s a lot of potential for it in our industry. CCC, for example, has Jumpstart, which uses AI to analyze photos and generate a baseline estimate. AI will get smarter over time. As it processes more data, the accuracy and precision of these estimates will improve, ultimately enhancing efficiency and reducing errors.
There’s also Podium, which helps shops manage online reviews by using AI to craft responses. Whether you want the response to be humorous, professional or tailored to a specific tone, AI can handle it. By taking care of routine tasks like responding to reviews, AI frees up shop staff to focus on higher-value work. Some shops are even using AI to answer phones, helping with everything from scheduling appointments to addressing customer inquiries.
These are exciting developments, and they’re just the beginning. As AI continues to evolve, it will likely play an even bigger role in streamlining workflow and improving customer experiences. Do I think it will be the silver bullet that solves all our industry’s problems? No, but it can certainly save time and
Taking advantage of new technology.
make certain processes more efficient, which is a step in the right direction.
Hammer & Dolly: There are already clear advantages to having AI in the collision repair industry. It can help a user write a letter, but using ChatGPT as a research tool can be problematic, as it might draw from sources that aren’t entirely accurate or reliable. Are there elements of AI that concern you, especially regarding misinformation or over-reliance on automated systems for critical tasks?
MA: We need to have a ‘trust but verify’ mentality when using AI. I’ve heard about students gaming the system by using AI to write their papers. AI can be used for good or bad. There was a time when shops wrote estimates by hand. If we had clung to that method…oh, my gosh, where would we be today? Technology is only as good as the intentions of the person using it. Some may use it to control, manipulate or audit you, while others may use it to improve in-house efficiencies. Today, people need to embrace AI and understand that it can get better every day. If we don’t use it, experiment with it and provide feedback, it will never improve. The key is finding the balance between leveraging AI’s potential and ensuring it aligns with our goals and ethical standards.
With claim counts so low these days, it’s not a bad idea to consider how AI can help shops capture more work through customer interactions after hours and things of that nature. AI could also help streamline the booking process and improve follow-ups, ensuring no new work is missed. That’s where I think the opportunities lie.
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 WITH MIKE ANDERSON
