Hammer & Dolly March 2020

March 2020 Volume 14, No. 3 $5.95

Seeing the Future of Repairs: February 2020

Volume 14 No. 2

$5.95

WMABA’S Collision P.R.E.P. ®

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2020

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CONTENTS March 2020

26

COVER STORY BY ALANA BONILLO AND JOEL GAUSTEN SEEING THE FUTURE OF REPAIRS:

WMABA’S COLLISION P.R.E.P. COMES TO

®

2020

LOCAL NEWS By Joel Gausten 14

WMABA SHOWCASES REVOLUTIONARY “BOT” TECHNOLOGY AT MEMBERSHIP DINNER A first look at an exciting innovation.

DEPARTMENTS

NATIONAL NEWS 18

SCRS RIDES HIGH WITH NEW PRODUCT OFFERING, INDUSTRY OUTREACH By Joel Gausten

Editor’s Message JOEL GAUSTEN

6

The national association thrives through new initiatives.

22

CIC’S EARLYWINE SPEAKS OUT ON FAULTY ESTIMATES

Executive Director’s Message JORDAN HENDLER

8

Sharp words from an industry advocate.

WMABA Membership Application

27 NORTHEAST 2020 COLLISION P.R.E.P. SCHEDULE 11

NATIONAL NEWS 32

CIC EXPLORES SCAN TOOL OPTIONS, CHALLENGES Not all products - or shops - are right for the job.

38

Advertisers’ Index

Stock Images © www.istockphoto.com

March 2020

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March 2020

Visit us at NORTHEAST® Booth 408

March 2020

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Joel Gausten

(973) 600-9288 joel@grecopublishing.com

EDITOR’S

MESSAGE FAMILY MATTERS Last summer, my stepson and his girlfriend packed up his car

revealed that his quarterly “Who Pays for What?” industry surveys

and drove thousands of miles from home to attend college in

show that only 25 percent of respondents research OEM

terrified. What if they got into an accident in the middle of nowhere

that amount utilize OEM websites to receive this information. If

Arizona. I was incredibly proud of them both, but I was also

and I couldn’t get out there to help them? Thankfully, they made it to their destination safe and sound, but that did little to calm my fears over how they would handle a vehicle repair.

Despite being raised by yours truly, my kid still knows far

more about Xbox than he does about OEM. What’s going to

happen when he calls his auto insurer for the first time, goes to

(but hopefully is not steered to) a shop and gets bombarded with a

procedures every time they write an estimate. About 60 percent of those figures are shocking to you, then just wait until you read this month’s coverage of the recent Collision Industry Conference

(CIC) Estimating and Repair Planning Committee presentation in Palm Springs, CA. This is a frightening time for this industry, and

it’s a frightening time for me as a parent with a kid regularly behind the wheel.

At the end of the day, you’re not just members of the

bunch of acronyms when all he’ll be concerned about is getting his

automotive community. You’re also parents, children, sisters,

must step up for the millions of consumers just like my stepson

information on a vehicle owned by a family member? Would you

car back on the road? This is where the collision repair industry

and serve as their advocate. When a consumer seeks out a repair, they should be able to find comfort in the fact that their vehicle will

brothers, aunts and uncles. Would you look up the OEM repair skip welds? Would you release their car knowing that it wasn’t repaired to the highest possible standard because an insurer

be put back to pre-loss condition using automaker-recommended/

insisted that you do the work in a different fashion? For my family’s

by accessing the proper procedures from the OEM and including

questions. H&D

approved methods. This begins with the shop doing the right thing them on the estimate. Seems simple enough, right? Well…

sake, I hope you don’t need to pause before answering these

At SEMA last November, Mike Anderson of Collision Advice

WMABA OFFICERS PRESIDENT

VICE PRESIDENT

SECRETARY

IMMEDIATE PAST PRESIDENT

Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. markschaech@gmail.com 410-358-5155

BOARD OF DIRECTORS

Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928

Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200

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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March 2020

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR GRAPHIC DESIGNER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lisa M. Cuthbert lisa@grecopublishing.com

EDITORIAL/CREATIVE COORDINATOR

Alana Bonillo alana@grecopublishing.com

OFFICE MANAGER

Donna Greco donna@grecopublishing.com

PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2020 Thomas Greco Publishing, Inc.

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EXECUTIVE DIRECTOR’S

Jordan Hendler

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MESSAGE

COLLISION P.R.E.P. ISN’T JUST A PUNNY ACRONYM – IT’S THE REAL DEAL AT A STEAL It’s not just something we say; it’s something we believe: The education we’ve laid out for you at Collision P.R.E.P. is one you can’t afford to miss. We’re full of oneliners around here, but the basic fact is this is more than information; this is about stockpiling knowledge, gaining comradery and sparking the excitement you’ve been missing.

The best intangible isn’t something you’ll take down as a note. You won’t be able to articulate it to someone who isn’t there and doesn’t experience it themselves.

It’s connection.

You’ve been to classes, sure. And you’ve certainly been pushing hard in your own domain on the daily. What you need is connection.

Connection to peers is the most important and valuable aspect of getting together with hundreds of your peers. People who take the hits daily just like you.

We have a long list of wonderful, nationally known speakers who have a knack for giving information in a digestible and applicable way. Every class is worth your effort to attend and learn. A major highlight for me will be our panel of collision repairers, “The Life of a Certified

Repairer.” These are the folks you hear from at the Collision Industry Conference (CIC); they lead the way in the industry, and they know what it takes to have a successful relationship with their customers and OE program partners. These are your peers.

Make this the year you ride to the NORTHEAST® Automotive Services Show, take the classes and make connections that last beyond the year. It’s not too late!

There’s no better or closer opportunity than this to have a pivot in your daily routine. Then, you can stay in touch with that energy by plugging into WMABA events with other members and shops just like you!

What we miss the most is connecting to people who share the same struggles. When we align together and learn from each other, we are a very powerful and encouraging force. One person on their own can only climb a mountain, yet a small army can move the mountain itself.

Turn 2020 into the year you create lasting positive change and make connections that matter! H&D

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

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March 2020

March 2020

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In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it.

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March 2020

VISIT US AT

2020 BOOTH 327

18 USI Italia Booths and Still Counting at No. 1 Collision

When anyone has a technical question for No. 1 Collision regarding any piece of equipment from a car rack all the way to a paint booth, they ask Facilities and Equipment Manager Milford Cumberland is the person to ask. At the age of 66, he is the old wise man that holds the cards and is the information gatekeeper on every facility, as well as all of its training, tools and equipment.

One of Cumberland’s job at No. 1 is overseeing the acquisition, installation and ongoing maintenance for 18 USI Italia booths. It’s an enormous investment that keeps paying for itself over and over again, and as a result, Cumberland is likely North America’s #1 expert about these Italian-made high-end spray booths.

The No. 1 Collision Centre in Richmond, British Columbia invested $19 million in an impressive 70,000 sq. ft. state-of-the-art location on two acres that is over the top in every way. “We call our facilities the superstars of the industry and our largest one definitely has that ‘wow’ factor,” Cumberland said. “Other shops and many of the OEMs request tours of this shop all the time and fly here from the U.S. and Europe just to see what we’re doing. When they see a dozen USI Chronotechs here set up side-by-side and full of high-end luxury vehicles, they are impressed, no doubt.”

If you walked into any of the No. 1 Collision locations, you’d find primarily Teslas, Land Rovers, Jaguars, Porsches, Mercedes-Benzes, Audis, Volkswagens, MINIs, Ferraris, Maseratis and even a few Rolls Royces being repaired. Certified to work on this impressive assemblage of 10 OE certifications, No. 1 Collision works hard to stay current with the training and equipment required to make this list.

CEO Rob Walker and his brother COO Scott purchased a shop in 1993 and today No. 1 Collision repairs a total of more than 1,0000 cars every month. The Walker Group of Companies have built an impressive business that includes four collision centers in Canada and one in the U.S. This MSO has invested approximately $1 million in its USI booths after acquiring their first one in 2009. When it comes to acquiring any tools, equipment or training, Walker isn’t afraid to pay for value, “We learned rather quickly that trying to cut costs isn’t the best way to go,” Rob Walker said. When we started looking at paint booths, we realized that the European ones were superior and that USI was the best.

Our Chronotechs are like BMWs while some of the others are more like KIAs. We will never buy another type of paint booth, because these have proven to be superior across the board. The technology is unmatched with incredible lighting, better air movement and sturdy construction.”

Cumberland agrees with Walker and is more than willing to expound on the capabilities and advantages of using USI booths, he said. “We are very impressed with the USI direct drive system and their powerful motors (15hp), and everything is tunable on-site. Some paint booths contain cheap components and in the end they’re nothing more than just cargo boxes with lights. A great booth is something you can install and then not worry about it for 20 years and that’s what we have with USI.”

Refinish Technician Ben Yi paints primarily high-end vehicles in a USI Chronotech spray booth at No. 1 Collision.

Whenever he purchases anything, Cumberland makes certain that the support that is both accessible and accountable. “We made sure that the support from USI was going to be strong, and that was one of the many things we considered before acquiring the booths,” he said. “At the very beginning, all of the USI people gave me their phone numbers, which has turned out to be a real blessing. They’re very responsive and you can tell they love what they’re doing. When I call them, especially their tech people, they are more than willing to answer all of our questions. We can’t afford to be down at any time if we want to maintain our reputation. I tell people the sign says No. 1, not No. 2.”

“I always tell people that to succeed in this industry, you should never skimp on things such as air compressors and paint booths,” Cumberland said. “We’ve been very fortunate with USI and now they’re an integral part of everything we do here.”

When it comes to maintenance and upkeep, Cumberland has a huge calendar that tells him what to replace and when with every USI booth. “With 18 of these babies, we have to stay on top of it, so that they will perform at a high level all the time. With USI, we don’t have to replace the filters or the intake and exhaust cubes as frequently as we would with another brand, which gives us another advantage over the competition.”

USI of North America 566 Commerce St. Franklin Lakes, NJ 07417 PH: 201-405-7761 EMAIL: s.moretto@usius.com www.usius.com

LOCAL

NEWS WMABA SHOWCASES REVOLUTIONARY “BOT” TECHNOLOGY AT MEMBERSHIP DINNER

Considering WMABA’s commitment to delivering the most current industry-related information and innovations to its membership, it’s no surprise that the association was recently the first group in the nation to receive an advance look at new technology that will soon revolutionize the world of collision repair.

During its Annual Membership Dinner at McCormick & Schmick’s in National Harbor, MD, WMABA welcomed Aaron Schulenburg, executive director of the Society of Collision Repair Specialists (SCRS), for an extensive look inside the new Guide to Complete Repair Planning Blueprint Optimization Tool (BOT). Developed by SCRS in collaboration with NuGen IT, the BOT software is an automated version of the widely used Guide to Complete Repair Planning, an online resource of more than 1,000 common not-included items that was first launched by SCRS in 2009. The BOT provides collision repair facilities with an intelligent, easy-to-use estimate analysis tool that immediately identifies labor operations, line items and customizable charges that could be overlooked on an estimate. The software features: • immediate identification of potentially overlooked repair operations and line items; • the ability to simultaneously import overlooked operations and items into the estimate; and • support for individual and multiple shop profiling with customization for unique business needs.

The application will allow users to audit in-house estimates before repairs to minimize supplements, audit external insurance estimates to identify overlooked repair procedures, establish consistency and uniformity with multiple users as part of the repair planning process and promote self-training for new employees. The BOT is SCRS’ first foray into developing a software tool for the industry.

“Our goal is to bring education, information and advocacy to the businesses that we represent across the country,” Schulenburg explained to the WMABA crowd. “This is one of those tools that’s become very important to us, and we believe it will become very important to you.”

Joining Schulenburg in his presentation, WMABA Past President Barry Dorn explained that SCRS’ Guide to Complete Repair Planning grew out of the efforts of late SCRS member March Taylor, who had worked with Dorn in compiling an initial list of 500 not-included items in the early 2000s. Upon Taylor’s passing in 2017, SCRS carried on his work, eventually establishing the Guide as an industry-recognized document of 1,200-plus items. The BOT is the next step in this ongoing process and a way for Guide end-users to experience a more streamlined and consistent way to track the not-included items that appear on the shop floor.

“Who can keep 1,200 operations – or all the things we have to do each day – in our minds?” Dorn observed. “We needed something that

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March 2020

WMABA’s Barry Dorn (left) and SCRS’ Aaron Schulenburg during WMABA’s Annual Membership Dinner

was much more automated in structure that would take the average estimator and turn that person into someone who could follow the process.”

“It presents a clear and focused way to summarize and classify things that you identify as high-frequency/high-impact operations or lowimpact ones within your shop,” Schulenburg added. “The whole point was to try to take a list of 1,200 items [and] figure out a way that you could access that full list but also look at your shop and know the 50 operations that are missed the most. From there, you can create a highfrequency list and a low-frequency list or have the whole thing mixed together. That way, depending on how you wish for your estimators to approach it, you can increase the efficiency or the amount of the information that’s in front of them.”

Dorn opined that widespread use of the BOT would inspire more comprehensive initial estimates, clearer tracking of proper repair operations and procedures and more successful negotiations with insurers.

While the BOT offers considerable benefits, Schulenburg stressed that it should be considered just one of many critical tools available to help repairers better navigate the repair process.

“This is not a replacement to the P-Pages. This isn’t something that you point to and go, ‘Well, the SCRS Guide says…’ This is an audit tool for you to gauge against the rules within your shop.”

Last November, the BOT was named the Best New Collision Repair and Refinish Product during the 2019 SEMA New Product Awards Breakfast in Las Vegas. It also received a SEMA Global Media Award, which is presented to new products that are likely to succeed in their home countries while earning attention and acclaim outside the United States.

SCRS plans to officially roll out the BOT by the end of this month.

The system is currently designed to interact with CCC, with plans to

expand to Audatex and Mitchell in the near future. SCRS members will receive reduced pricing on the product when it becomes available.

Finally seeing the BOT concept come to fruition after years of development, Schulenburg expressed confidence that it will have a considerable impact on shops’ in-house efficiency and estimating capabilities.

“I don’t think there’s a single collision business in this room that wouldn’t benefit from using this.”

A Message to the “One-Percenters” Prior to the BOT presentation, WMABA Executive Director Jordan Hendler updated attendees on some of the association’s key activities. For the third year in a row, it has partnered with the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) in developing and presenting the Collision Professional Repairer Education Program (Collision P.R.E.P.) at the NORTHEAST® Automotive Services Show. This year’s event, to be held March 20-22 at the Meadowlands Exposition Center in Secaucus, NJ, will feature three days of educational seminars and presentations specifically designed to appeal to industry professionals from anywhere in the country. Hendler noted that pre-show interest in this year’s Collision P.R.E.P. slate has already exceeded both associations’ expectations.

“We’re seeing record numbers of attendance, and we’re seeing national speakers. In fact, we’re having to turn speakers away! That’s an amazing thing.”

NORTHEAST continues to provide the perfect platform for Collision P.R.E.P., as shop owners, technicians and other industry stakeholders

Let us help make your customer financially whole.

Learning on the local level.

BY JOEL GAUSTEN

regularly travel from faraway states to experience NORTHEAST. “We’ve had shops from as far away as Oregon come out to our education because they wanted more opportunities…We’re seeing that people are asking the right questions.”

In addition to its work in New Jersey, WMABA continues to maintain active participation in a host of other national industry events. These include the SCRS Open Board of Directors Meeting and the Collision Industry Conference (CIC), which are both held quarterly at various locations across the country.

“WMABA has a lot of contacts at the national level; that’s something that we enjoy. Because we attend national meetings, we can go straight to leaders in their actual home offices and say, ‘Hey, we’re seeing this issue.’”

As WMABA moves forward with its 2020 activities, Hendler urged those in the room to continue to strengthen the association through membership.

“Being a member supports the things we do. Even if you’re unable to take any time to help us, being a member really is the most important part of the association. That’s how we grow.”

Lastly, she thanked the industry members in attendance for their support of WMABA and their interest in the BOT platform.

“If you’re here, you’re part of the one-percenters. It’s not about wealth; it’s about knowledge.”

For more information on WMABA, visit wmaba.com. More information on SCRS and the BOT is available at scrs.com. Further details on Collision P.R.E.P. and the NORTHEAST Automotive Service Show are available at aaspnjnortheast.com and in this month’s cover story. H&D

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NATIONAL

NEWS

SCRS RIDES HIGH WITH NEW PRODUCT OFFERING, INDUSTRY OUTREACH

It is a time of celebration and innovation for the Society of Collision Repair Specialists (SCRS).

This was the biggest takeaway from SCRS’ recent Open Board of Directors Meeting in Palm Springs, CA, which featured an extensive update by Executive Director Aaron Schulenburg on the national association’s recent successes and plans for 2020.

SCRS ended 2019 on a high note thanks to its involvement at the most recent SEMA Show in Las Vegas, where it presented the 10th and most extensive installment of its popular Repairer Driven Education (RDE) series.

“It was a tremendous event for us at SCRS and for the industry as a whole…We continue to be impressed by the number of shops that are hungry for information. All around, it was the perfect year to celebrate 10 years of being involved in that show.”

The 2019 SEMA Show was also where SCRS unveiled its award-winning Guide to Complete Repair Planning – Blueprint Optimization Tool (BOT), which is anticipated to officially launch by the end of this month.

“There are a lot of shops that have joined [SCRS] because they are eager to take advantage of our member discounts and utilizing the tool once it becomes available. It signifies to us how important something like this is for shops to be able to use. Our goal as an organization has always been to find ways to help solve challenges for our members and to develop resources that meet a specific need.”

The 2019 SEMA Show also found SCRS working with the Collision Industry Conference (CIC) in producing a video recording of Matthew and Marcia Seebachan’s emotional presentation on the CIC stage. The Texas couple made headlines in 2017 when they successfully sued John Eagle Collision Center in Dallas for permanent injuries they sustained when their improperly repaired vehicle (which they purchased after the work was done by the previous owner) was involved in a subsequent collision. The must-see video is available at the CIC YouTube channel (youtube.com/watch?v=WhilpT13I9E).

“We feel very honored that CIC and [CIC Chairman] Jeff [Peevy] reached out to SCRS and requested that we film and produce it. Our team certainly appreciated the opportunity to do it...Share it with every single person you know in this industry. Push it out there.”

With the Seebachans’ multimillion-dollar legal victory against John Eagle Collision one of many factors driving the industrywide push for OEM-recommended/required repair procedures, SCRS is

18

March 2020

SCRS Executive Director Aaron Schulenburg confirmed that SCRS still anticipates to officially roll out its new Guide to Complete Repair Planning - Blueprint Optimization Tool (BOT) by the end of March. continuing its work with various automakers to ensure that this information is readily available to repairers. Schulenburg revealed that progress in getting Hyundai to distribute repair procedures has been slow, noting feedback from member shops that this lack of accessibility has resulted in an increased number of Hyundai vehicles being deemed total losses.

“Hyundai still has a challenge where they are not producing repair procedures in North America. As an association, we’re charged with being the voice of collision repairers to help address these issues. It’s one of those conversations that we have with [Hyundai] regularly to try to influence its decision to get that information into our hands.”

SCRS is also actively investigating incidents where VIN reporting services are identifying records of repair based on either test estimates or those that were written but never performed.

“As we’ve begun speaking about it more at CIC, we’ve had an influx of shops reach out and tell us they have this issue. We’ve certainly tried to draw attention to it, simply because we think it is an

The BOT and beyond.

BY JOEL GAUSTEN area of concern…The hard part is that this is one of those challenges where we don’t have an answer; we don’t really know the solution.”

Members are encouraged to continue to come forward when they encounter this problem at their shops.

“The more information we can collect surrounding that gives us a better opportunity to isolate where it’s coming from and be able to figure out what to do as an industry.”

SCRS Past Chairman and current WMABA Board member Barry Dorn shared news on the ongoing success of the Database Enhancement Gateway (DEG; degweb.org), a free industry service funded by SCRS and the Alliance of Automotive Service Providers (AASP) that allows end-users to submit Database Inquiries to CCC, Mitchell and Audatex. Launched in 2007, the DEG recently surpassed 15,000 inquiries.

Dorn noted that CCC currently leads the other two IPs with a one-day average response time, followed by Mitchell at four days and Audatex at six. Schulenburg announced that ALLDATA recently signed on as a DEG sponsor, joining WMABA, the Automotive Service Association (ASA), Collision Advice, PPG and Spanesi. He urged SCRS meeting attendees to promote the DEG’s purpose and efforts to others in the industry.

“If you get a new result and a good inquiry, share it with people.

Make sure that the industry knows that this is working for you out there.”

The Open Board of Directors Meeting also featured a special “Kool Tools” presentation by Education Committee members Toby Chess and Kye Yeung on a host of impressive products they encountered at SEMA. Highlights included an aluminum dent pulling system from BETAG Innovation and the MEC600, a pneumatic milling cutting tool available from Reliable Automotive Equipment that has been designed to open welding seams for easy removal of the outer panels. (Reliable Automotive Equipment’s David Gruskos will be one of the featured presenters during WMABA’s Collision Professionals Education Program [Collision P.R.E.P.] at the upcoming NORTHEAST® Automotive Services Show in Secaucus, NJ. See this month’s cover story for more information.)

For more on the Society of Collision Repair Specialists, visit scrs.com. H&D

Executive Director’s Thoughts There is so much going on nationally with SCRS that we at WMABA are equally excited to be a part and share the announcements! As someone who worked with the DEG’s founder, March Taylor, it’s a great thing to hit the 15,000 mark and know he’d be so proud!

- Jordan Hendler

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Contact these Nissan dealers for all your parts needs: Passport Nissan 5000 Auth Way Suitland, MD 20746 Phone: 301-423-6930 Fax: 301-423-2965

Sheehy Nissan of Manassas 9010 Liberia Ave Manassas, VA 20110 Toll Free: 800-969-4778 Local Direct: 703-361-0377 Fax: 703-361-5165 martinfisher@sheehy.com

Sheehy Nissan of White Marsh 5361 Nottingridge Rd. White Marsh, MD 21162 Parts: 443-270-9001 Parts Fax: 443-270-8993 wmparts@sheehy.com

Cowles Nissan of Woodbridge 14777 Jefferson Davis Hwy. Wodbridge, VA 22191 Phone: 703-497-3097 Parts Fax: 703-497-4407 Email: parts@cowlesauto.com

March 2020

19

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 A HYUNDAI WHOLESALE PARTS SPECIALIST. For Genuine Hyundai parts, contact an Authorized Hyundai Dealer.

Fairfax Hyundai 10925 Fairfax Blvd.

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

20

March 2020

Malloy Hyundai 1880 Opitz Blvd.

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

Audi dealers strive to make you an Audi Genuine Parts fan •

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•

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•

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•

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Rockville Audi 1125 Rockville Pike Rockville, MD 20852 Parts Direct: 301.296.2870 Parts Fax: 301.762.5055 www.rockville-audi.com

Audi Owings Mills 9804 Reisterstown Road Owings Mills, MD 21117 Parts: 877-411-6825 Parts Fax: 410-372-3380 www.audiowingsmills.com

Audi Annapolis 1833 West Street Annapolis, MD 21401 Parts Direct: 443.482.3280 Parts Fax: 443.482.3281 www.audiannapolis.com

Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com

Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929 Fax: 301.890.3748 www.audisilverspringparts.com

March 2020

21

Change or fail.

NATIONAL

NEWS

CIC’S EARLYWINE SPEAKS OUT ON FAULTY ESTIMATES “The OE standard needs to become the industry standard. It can no longer be subjective; we can no longer be cowboys.”

When Collision Industry Conference (CIC) Estimating and Repair Planning Committee member Kevin Earlywine (Full Impact Technologies) said the above words during the recent CIC in Palm Springs, CA, he had the alarming figures necessary to back up such a blunt proclamation.

Reviewing figures derived from CIC polls conducted throughout 2019, Earlywine shone a penetrating light on the industry’s failure to fully embrace OEM recommended/required procedures as the standard of repair. In January 2019, a poll of the CIC body revealed that only 39 percent of estimators were referencing all OEM repair procedures – including diagnostic trouble codes (DTCs) – when writing the original estimate. Responding to this low number, Earlywine observed that if 61 percent of estimators are currently neglecting to look up the proper repair information, “that’s telling me that there’s a strong possibility that technicians are not restoring the vehicle to its design, safety, functionality and quality.”

Additionally, Earlywine drew a connection between the lack of facilities utilizing OEM information and the reluctance of the insurance industry to pay those that do.

“The bill payers are saying, ‘Hey, the majority’s not asking for that. Why should we pay for it?’ I’m not here to point fingers at the bill payers; it’s not their fault. There’s [61 percent] who are not asking for these things.”

Last July, a second CIC poll indicated that only 19 percent of repairer respondents were confident that they were consistently identifying all of the OEM procedures necessary to complete a repair.

“That’s a huge problem to me. That’s telling me that potentially 81 percent of the repairers out there [have] improper estimates being written; therefore, improper repairs [are] being performed.

“We’re creating incomplete estimates; it’s really ‘garbage in,’” he added. “We’re performing incomplete estimates and expecting complete repairs. There’s no way you can have faulty input and expect proper output.”

Another critical area of concern explored in Earlywine’s address was the common practice of estimators only writing for damage they can see. He called for “a well-educated industry” that knows how to write “for the visual as well as the non-visual damage.”

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March 2020

Collision Industry Conference (CIC) Estimating and Repair Planning Committee member Kevin Earlywine (Full Impact Technologies) Unless these issues are adequately addressed, Earlywine fears that shops will continue to fail in their negotiations with insurers due to insufficient knowledge and default to accepting – and often complaining about – the fact that they are denied compensation for needed procedures.

“When I’m working in the shops, that’s all I hear, and I’m frankly tired of it.”

Earlywine stated that the CIC Estimating and Repair Planning Committee plans to increase its work with automakers to ensure that repairers have greater access to proper repair procedures, adding that this information “needs to be accessible, and it needs to be easily understood.”

Stressing a paramount concern for consumer safety, Earlywine reminded attendees of last year’s guest CIC presentation by Matthew and Marcia Seebachan – who were both severely and permanently injured as the result of an improper repair – and insisted that there is a high chance of similar incidents occurring due to poor estimating.

“I think we’re going to see more of that; I really do.” H&D

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OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com

March 2020

RADLEY CHEVROLET 3670 Jefferson Davis Highway Fredericksburg, VA 22408 Phone: 800-355-8202 Direct: 540-898-0055 Fax: 540-891-2074 www.radleychevrolet.com

OURISMAN CHEVROLET OF ROCKVILLE 807 Rockville Pike Rockville, MD 20852 Toll Free: 800-345-4640 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com

JERRY’S CHEVROLET 1940 E. Joppa Road Baltimore, MD 21234 Toll Free: 844-817-9405 Local: 443-219-3339 Fax: 443-403-0803 chevyparts@jerryschevrolet.com www.jerryschevrolet.com

MAINTAIN AN INFINITE INVENTORY OF ORIGINAL MINI PARTS.

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March 2020

25

COVER STORY

Seeing the Future of Repairs: WMABA’s Collision P.R.E.P. Comes to

2020

If you are serious about your collision repair business, the only place you need to be March 20-22 is at the NORTHEAST® Automotive Services Show at the Meadowlands Exposition Center in Secaucus, NJ. Hosted by the Alliance of Automotive Service Providers of New Jersey (AASP/NJ), NORTHEAST attracts thousands from the East Coast and beyond for the largest regional event of its kind in the US. In addition to the non-stop activity on the show floor, one of the main attractions of this year’s NORTHEAST is the return of WMABA’s popular Collision Professional Repairer Education Program (Collision

26

March 2020

P.R.E.P), a series of special presentations developed to address what today’s collision repairer needs to know to effectively run their business in 2020 with clearer vision.

“People really need to get involved in their businesses, take control and start educating themselves, and there is nothing better than Collision P.R.E.P. at NORTHEAST,” comments AASP/NJ President Jerry McNee. “It far outweighs any other training, and it’s right here in your backyard. Collision repairers really need to participate in the show and get the full effect.”

McNee recommends that repairers make the investment in the full P.R.E.P. pass in order to attend as many courses as they wish.

“They should invest their time into education. It has value. If you aren’t doing it, who will do it for you?”

WMABA’s Collision P.R.E.P. schedule for 2020 includes everyone from industry veterans to up-and-coming subject matter experts who will address some of the most pressing issues facing collision repairers today. On March 20, Danny Gredinberg, administrator of the Database Enhancement Gateway (DEG), will join Mike Anderson of Collision Advice in discussing how to better utilize vehicle owner’s manuals to educate consumers and insurers. The class will conclude with an overview of the Society of Collision Repair continued on page 28

Excellence in training.

BY ALANA BONILLO AND JOEL GAUSTEN

FRIDAY, MARCH 20 SHOW HOURS 5pm - 10pm 3pm

OEM Workshop: Ford Discusses Accessing Repair Information, Collision Sectioning Procedures for Aluminum Gerry Bonanni (Ford Motor Company), Adam Gair (Ford Motor Company), Pete Fryzel (I-CAR) 5pm

Test Drives Done Right! Why and How to Perform, Manage, Document and Get Paid for Test Drives Frank Terlep, Auto Techcelerators, LLC

5pm

Tackling Online Storefront Presence for the Collision Repair Business Bill Enross, cPrax Marketing 5PM

Positioning Your Business for Sustainability Among Constant Change John Shoemaker, BASF

7PM

Utilizing the Vehicle Owner’s Manual to Educate Consumers and Insurers and Special SCRS Blueprint Optimization Tool Preview Mike Anderson, Collision Advice & Danny Gredinberg, Database Enhancement Gateway

SATURDAY, MARCH 21 SHOW HOURS 10am - 5pm 10am

Getting and Staying Certified – OEM Repair Requirements and Relationships Intertwined Dave Gruskos, Reliable Automotive Equipment & K. Michael Bradshaw, K&M Collision 10am

How to Control the Money in Your Collision Business in 2020 Matt Winslow, ATI

10am

Commonly Missed Items in Estimating – SCRS Blueprint Optimization Tool Utilization Danny Gredinberg, Database Enhancement Gateway 12:30pm

The Life of a Certified Repairer: An In-Depth Panel Discussion with Nationally Known Certified Repairers Panelists TBA 3pm

Documenting for Repair Process and Liability, Building a Bulletproof File and Improving Processes Over Time Mark Olson, VECO Experts

3pm

Structural Identification for Profitability – Knowing and Understanding Structural Damage Kelly Logan, Car-O-Liner & Ron Reichen, Precision Body & Paint 3pm

Build Great People: Creating an In-House Technician Development Program Charlie Whitaker, Akzo Nobel

5pm

The Wide World of ADAS: Panelist Discussion of Advancements in Safety Systems, Diagnostics and Calibrations Panelists TBA

SUNDAY, MARCH 22 SHOW HOURS 10am - 3pm 10am

Vehicle Diagnostics & Calibrations: Know What You Know…But More Importantly, What You Don’t Know Chuck Olsen; Aaron Clark; Josh McFarlin, AirPro Diagnostics 10am

Safety System Alignment: A New Focus on Body Shop Profitability Paul Stern, Liftnow Automotive Equipment 10am

Tackling Online Storefront Presence for the Collision Repair Business Bill Enross, cPrax Marketing

March 2020

27

COVER STORY continued from page 26

Specialists’ (SCRS) newest innovation, the Guide to Complete Repair Planning – Blueprint Optimization Tool (BOT).

On March 21, Gredinberg will present “Commonly Missed Items in Estimating – SCRS Blueprint Optimization Tool Utilization,” a further exploration of the BOT that will also detail the benefits of using the Database Enhancement Gateway (DEG) as a free industry resource. This class will also demonstrate commonly missed items against a common repair that is done across the country.

He advises attendees to come in with an open mind to the BOT technology, which can have a positive impact on their business.

“They will learn how the program works, how to implement it, how to integrate it with your estimating system and the functionality behind it. Attendees will also be shown the consistencies it can provide to a facility with multiple writers and repair planners so they can create a consistent repair plan across multiple personnel within one facility.”

Longtime NORTHEAST supporter and industry veteran Frank Terlep (Auto Techcelerators, LLC) will challenge collision

repairers to take a good look at their existing processes and ask themselves how they are performing and managing their test drives with his March 20 course, “Test Drives Done Right!

Why and How to Perform, Manage, Document and Get Paid for Test Drives.”

“We really want people to understand that this isn’t your father’s test drive anymore and to understand that when you deliver a vehicle to a customer, you need to make sure that all systems on the vehicle operate as designed before you deliver it.”

In addition, he wants to make sure repairers are aware that there are ways to document, manage and invoice for test drives.

“Up until now, there hasn’t really been a way. Someone goes in the car, they drive it and there hasn’t been a way to document where they went, how fast they went, what they did and how much it cost.”

Terlep is eager to share this vital information at the best regional automotive forum around.

“I’ve been attending NORTHEAST for roughly 35 years, and the show attracts a great mix of both collision and mechanical repairers.

This is the perfect session for them to attend,

as it applies to all auto repair professionals.”

On March 21, Dave Gruskos of Reliable Automotive Equipment (along with K. Michael Bradshaw of K&M Collision) will address the major steps involved with obtaining and maintaining OEM certifications with “Getting and Staying Certified – OEM Repair Requirements and Relationships Intertwined.”

“Attendees will understand the importance of being a true partner and team member with the OEM and dealership. There truly is a partnership between the body shops, the OEM, the OEM dealer and service department, the general manager and sales. It’s all one big family that attendees should be a part of.”

One point that will be driven home during Gruskos’ presentation is that getting OEM certified goes beyond the act of writing a check. He cautions that a shop’s certification status could fall apart if that facility doesn’t know who the dealer is, is unfamiliar with the service department or is unclear on the manufacturer’s expectations. He believes that NORTHEAST is the perfect environment for this critical discussion, as representatives from car manufacturers and key suppliers will be at the show.

OVER 40 YEARS NISSAN EXPERIENCE #1 WHOLESALE DEALER IN DISTRICT MULTIPLE DELIVERY DRIVERS Visit Us 14777 Jefferson Davis Highway Woodbridge, Virginia 22191 M-F 8am-7pm SAT 8am-5pm

Contact Us E-mail: parts@cowlesauto.com Phone Number: 703-497-3097 Fax Number: 703-490-4407 www.cowlesnissan.com

28

March 2020

“This is the first time a discussion like this is taking place, and I’m happy to be able to step up and do this.”

After attending and participating in NORTHEAST for well over a decade, Mark Olson of VECO Experts will experience this year’s show as a first-time exhibitor in addition to serving as a Collision P.R.E.P. presenter for “Documenting for Repair Process and Liability, Building a Bulletproof File and Improving Processes Over Time” on March 21.

“If you need something for your collision repair shop, then you’re going to find it at the NORTHEAST show,” he says. “You can also get the education you need [with] high-end industry speakers you don’t get at a lot of regional shows…There’s a commitment, a passion and an energy to NORTHEAST that pretty much none of the other ones have.”

Pre-registration for NORTHEAST 2020 is underway. To sign up and/or learn more about NORTHEAST, visit aaspnjnortheast.com.

More information on Collision P.R.E.P. is available at wmaba.com/collisionprep. H&D

Executive Director’s Thoughts WMABA has worked hard to bring these classes together for Collision P.R.E.P., and we feel this is the best educational opportunity in the eastern US. This is your chance to have a one-stop knowledge and improvement headquarters!

- Jordan Hendler

March 2020

29

Superior service starts with superior parts.

Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life.

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Contact these Mazda dealers for all your parts needs: Brown’s Fairfax Mazda 10570 Lee Hwy. Fairfax, VA 22030 Toll Free: 800-234-8642 Phone: 703-385-3994 Fax: 703-591-5348

Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135

Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com

Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264

Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com

30

www.fitzmall.com

March 2020

Get it right from the source.

Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs.

When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.

Contact us for all your parts needs: WALDORF FORD 2440 CRAIN HWY WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: parts@waldorfford.com waldorfford.com

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March 2020

31

Obstacles and solutions.

NATIONAL

NEWS

CIC EXPLORES SCAN TOOL OPTIONS, CHALLENGES Which scan tool is the best one for the job?

As shops throughout the country continue to struggle to answer this question, a recent Collision Industry Conference (CIC) Emerging Technologies Committee panel discussion on the topic in Palm Springs, CA offered insight into the practices and thought processes of leading subject matter experts.

With many independent repair facilities now focused on repairing multiple makes and models, it is common for the cost of OEMrecommended tools to run several thousand dollars.

Reverse-engineered aftermarket variations often provide a considerable financial advantage, but not all non-OEM scanning products are created equal. Offering perspectives from the aftermarket side, panelist Greg Potter (chief technology officer at the Equipment and Tool Institute [ETI]) explained that his association is working with various OEMs to provide greater consistency between the information available with both options.

“The current rule of thumb is that the manufacturers are supposed to provide all the information necessary to emulate the dealership-level tool. I would say a vast majority of the OEMs are doing exactly that. There are always some outliers that we need to

pull teeth on, but those are also – in general – very low-volume vehicles that you would see at your shop.

“We typically get the data for the future year’s cars delivered to us in various methods,” he continued. “For instance, every time Toyota updates its dealership tools with a new version, that same version of software is provided to ETI, and we instantly provide it to our tool manufacturers. That typically is around four times a year.”

However, Potter was clear that differences can still exist between OEM tools and what is available elsewhere.

“The caveat here is each manufacturer of these aftermarket tools has a different process [and] different delivery mechanism. There is a time from when that data is provided to the tool manufacturer [and when] they take that data, fit it into their schedule of when they’re going to do software updates, enter all that data into their database and create files. They have to then verify [and validate] these files, and then they have their own delivery method of how they put those files and new updates out with their tool in the field. Each manufacturer of tools does that in different periodic cycles. Some are relatively fast; some are three or four times a year…Some are maybe once a year.”

continued on page 37

Left to right: CIC Emerging Technologies Committee panelists Greg Potter (ETI), Darrell Amberson (LaMettry’s Collision & Glass), Scott Brown (Diagnostic Network), Donny Seyfer (NASTF) and Michael March (Fountain Valley Body Works)

32

March 2020

4P[Z\IPZOP UV^ VÉ&#x2C6;LYZ .LU\PUL 6,4 WHY[Z [OYV\NO V\Y UL^ ¸6W[ 6,¹ WHY[Z WYVNYHT H[ KPZJV\U[LK WYPJLZ :LL 4P[Z\IPZOP»Z <S[YH *VUX\LZ[ WHY[Z HUK WYPJLZ PU [OL 6W[PVUHS 6,4 :\WWSPLYZ JH[LNVY` VM WVW\SHY JVSSPZPVU J LZ[PTH[PUN Z`Z[LTZ Ultra-Conquest Collision Parts Program Highlights: à ® (] (]HPSHISL [OYV\NO HSS WHY[PJPWH[PUN 5VY[OLHZ[L LYU HYLH 4P[Z\IPZOP KLHSLYZ à ® 0UJS\KLZ [OL THQVYP[` VM RL` JVSSPZPVU JVTWVU ULU[Z MVY ZLSLJ[ WVW\SHY TVKLSZ à ® >L >L JHU TLL[ VY ILH[ HM[ M[LYTHYRL[ WYPJLZ

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March 2020

33

WHY GENUINE PARTS? It’s the Right Thing to Do

You lose money when aftermarket parts don’t fit. Toyota Dealers are your best source for Genuine Toyota Parts. All it takes is one call.

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

Jerry’s Toyota 8001 Belair Road Baltimore, MD 21236 Phone: 410-661-4610 Fax: 443-455-1453 toyotaparts@jerrystoyota.com driley@jerrystoyota.com

Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465 dthompson@youngertoyota.com

Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361 roy.easter@koons.com

ToyotaPartsAndService.com

34

March 2020

Genuine Volkswagen Collision Parts Are a Call or a Click Away.

The best repairs start with the best shop-supplier relationship. Contact the following Authorized Volkswagen dealers by phone, fax or email to get the parts you need, when you need them.

Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138 e-mail: parts@alexandriavw.com

Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081

Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589

Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264

e-mail: vwwholesale@ourisman.com

www.fitzmall.com

Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841

Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157

e-mail: parts@fitzmall.com www.fitzparts.com

www.laurelvolkswagen.com

“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2020 Volkswagen of America, Inc.

March 2020

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March 2020

NATIONAL NEWS continued from page 32

While the technicians at his shop “successfully use” high-quality aftermarket scan tools on a regular basis, panelist Darrell Amberson (LaMettry’s Collision & Glass; Henderson, MN) noted that a growing emphasis on OEM certification is leading them to use more factory tools. He also stated his belief that a technician’s overall competency is equally – if not more – important than whether or not a particular tool comes straight from an automaker.

“I don’t think we can overemphasize the importance of training and education and having the kind of people who are willing learners as well. [If] they’re enthused about this sort of thing, they’re going to pick up on it.”

In addition to urging the automaker representatives in the room to write their procedures in “a more generic form for a broader base” to foster a clearer understanding between a repairer and “a lay insurance person,” Amberson made another special request of them.

“We need troubleshooting guides when it comes to calibrations.”

Although selecting the most appropriate scan tools can be a difficult task, today’s independent shops must also grapple with knowing when their inhouse capabilities prevent them from bringing a repair to completion on their own. For panelist Michael March (Fountain Valley Body Works; Fountain Valley, CA), the solution to encountering a procedure outside of his facility’s wheelhouse has been to reach out to dealerships or outside vendors to perform the work.

“If it’s a recalibration and we can’t do it in-house, I have [an outside] person who’s really good with radars. If it’s something to do with airbags, there’s a specialist we use.”

As for the future, March predicts that he and other shop professionals will only increase their juggling act with multiple vehicle lines and the unique technological demands they each possess.

“It’s not black and white. We just have to work through it.” H&D

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March 2020

SOM ME SEE ONL O Y PAINT. WE SEE S A REFLECTION OF WHO W WE E ARE. Every vehiclle finish mirrors what we value most as a com mpany—our commitment ent to delivering the industryy’s most advanced coatings that meet the demands mands of an ever-changing marketplace.

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