Hammer & Dolly May 2017

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Good Work = Bad Reviews?

NORTHEAST® Recap

May 2017 Volume 11, No. 5 $5.95

Coverage begins on page 26

www.grecopublishing.com

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May 2017

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CONTENTS May 2017

POSITION STATEMENTS: JUST THE BEGINNING 26 BEYOND THE BULLETINS:

WHY POSITION STATEMENTS AREN’T ENOUGH Following position statements is not the key to a professional repair.

BY JOEL GAUSTEN

30 PROCEDURAL CIVIL WAR: TRAINING VERSUS “EXPERIENCE” OEM procedures are all that matter.

BY LARRY MONTANEZ III, CDA AND JEFF LANGE, PE

Stock Images © www.istockphoto.com

LOCAL NEWS 16

WMABA OPPOSES WEST VIRGINIA PARTS BILL

The association takes a stand against hazardous legislation.

NATIONAL NEWS 18

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Calendar of Events

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Editor’s Message JOEL GAUSTEN

Members travel to New Jersey for networking and training. BY NICK FERNANDES

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NORTHEAST OFFERS PERSPECTIVES ON OEM CERTIFICATION

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WMABA Sponsorship Page

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What’s WMABA Up To?

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WMABA Membership Application

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2017 WMABA Golf Outing

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President’s Message

COLLISION ADVICE TO SHOPS: ASK AND YOU WILL GET PAID

Mike Anderson fills the rooms at NORTHEAST.

BY JOEL GAUSTEN

MARKETING FEATURE 38

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WMABA COMMUNITY SUPPORTS NORTHEAST® 2017

Shops, manufacturers and suppliers discuss the industry's fastest-growing trend. BY JOEL GAUSTEN

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DEPARTMENTS

JORDAN HENDLER

Announcement

MARK SCHAECH, JR.

WHEN YOU GET A BAD REVIEW FOR DOING GOOD WORK

A look at unexpected things that hurt your reputation. BY LEE EMMONS

Executive Director’s Message

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Advertisers’ Index

NORTHEAST 2017 Photo coverage courtesy of John Argueta/Jargapix and Joel Gausten

May 2017

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS

CLASS LISTINGS

May 2, 2017

May 17, 2017

2017 WMABA Golf Outing

Heritage Hunt Golf and Country Club 6901 Arthur Hills Dr., Gainesville, VA 20155 For more info, visit wmaba.com/events/golf-outing/

ADHESIVE BONDING

Caliber Collision Center, Richmond, VA

STRUCTURAL STRAIGHTENING STEEL

Subway Auto Body, Gambrills, MD PLASTIC & COMPOSITE REPAIR

Hilton Wilmington/Christiana, Wilmington, DE

June 14, 2017

Criswell Collision Center, Annapolis, MD

ADHESIVE BONDING

VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW

SQUEEZE-TYPE RESISTANCE SPOT WELDING

May 23, 2017

STRUCTURAL STRAIGHTENING STEEL

FinishMaster, Springfield, VA Waldorf Toyota, Waldorf, MD

May 4, 2017

STRUCTURAL STRAIGHTENING STEEL

Caliber Collision Center, Richmond, VA

STEERING & SUSPENSION DAMAGE ANALYSIS

King Volkswagen, Gaithersburg, MD

FORD F-150 STRUCTURAL REPAIR TRAINING COURSE

Criswell Collision Center, Annapolis, MD

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

Caliber Collision Center, Randallstown, MD

May 9, 2017

BEST PRACTICES FOR HIGH-STRENGTH STEEL REPAIRS

Canby Motors Collision Repair, Aberdeen, MD

SECTIONING OF STEEL UNITIZED STRUCTURES

Caton Auto Body, Laurel, MD

May 10, 2017

COLOR THEORY, MIXING TONERS & TINTING

FinishMaster, Springfield, VA

May 11, 2017

ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT

FinishMaster, Springfield, VA CORROSION PROTECTION

Criswell Collision Center, Annapolis, MD FULL-FRAME PARTIAL REPLACEMENT

Frederick Co. Career & Tech, Frederick, MD

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

King Volkswagen, Gaithersburg, MD

REPLACEMENT OF STEEL UNITIZED STRUCTURES

Uni-Select USA, Baltimore, MD

May 16, 2017

REPLACEMENT OF STEEL UNITIZED STRUCTURES

Waldorf Toyota, Waldorf, MD

REPLACEMENT OF STEEL UNITIZED STRUCTURES

Hilton Wilmington/Christiana, Wilmington, DE

May 24, 2017

UNDERSTANDING THE CYCLE TIME PROCESS

Quality Auto Body & Collision LLC, Mechanicsville, MD

May 25, 2017

FULL-FRAME PARTIAL REPLACEMENT

Criswell Collision Center, Annapolis, MD PLASTIC & COMPOSITE REPAIR

Pohanka Honda, Capitol Heights, MD

SQUEEZE-TYPE RESISTANCE SPOT WELDING

FinishMaster, Springfield, VA

June 1, 2017

ADHESIVE BONDING

King Volkswagen, Gaithersburg, MD

STEERING & SUSPENSION DAMAGE ANALYSIS

Caliber Collision Center, Randallstown, MD MEASURING

Criswell Collision Center, Annapolis, MD

June 6, 2017

CORROSION PROTECTION

Subway Auto Body, Gambrills, MD

ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS

Jones Body Shop, Bel Air, MD

SECTIONING OF STEEL UNITIZED STRUCTURES

Waldorf Toyota, Waldorf, MD

WHEEL ALIGNMENT & DIAGNOSTIC ANGLES

June 7, 2017

Keystone – Linthicum, Linthicum, MD

June 8, 2017

Caton Auto Body, Laurel, MD

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

Hilton Wilmington/Christiana, Wilmington, DE

May 17, 2017

STEERING & SUSPENSION DAMAGE ANALYSIS

N T Auto Body Inc., Alexandria, VA

REPLACEMENT OF STEEL UNITIZED STRUCTURES

FinishMaster, Springfield, VA

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

Subway Auto Body, Gambrills, MD

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May 18, 2017

May 3, 2017

May 2017

PLASTIC & COMPOSITE REPAIR

FinishMaster, Springfield, VA

FULL-FRAME PARTIAL REPLACEMENT

UNDERSTANDING THE CYCLE TIME PROCESS

FinishMaster, Springfield, VA

N T Auto Body Inc., Alexandria, VA MEASURING

Waldorf Toyota, Waldorf, MD

June 15, 2017

PLASTIC & COMPOSITE REPAIR

Criswell Collision Center, Annapolis, MD

June 21, 2017

AUTOMOTIVE FOAMS

FinishMaster, Springfield, VA

June 22, 2017 MEASURING

FinishMaster, Springfield, VA

COLOR THEORY, MIXING TONERS & TINTING

Criswell Collision Center, Annapolis, MD

June 24, 2017

WHEEL ALIGNMENT & DIAGNOSTIC ANGLES

N T Auto Body Inc., Alexandria, VA

June 26, 2017

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY

Waldorf Toyota, Waldorf, MD

June 27, 2017

SQUEEZE-TYPE RESISTANCE SPOT WELDING

Caton Auto Body, Laurel, MD

June 28, 2017

CORROSION PROTECTION

FinishMaster, Springfield, VA

WHEEL ALIGNMENT & DIAGNOSTIC ANGLES

Subway Auto Body, Gambrills, MD

June 29, 2017

STRUCTURAL STRAIGHTENING STEEL

King Volkswagen, Gaithersburg, MD

FinishMaster, Springfield, VA

VEHICLE TECHNOLOGY & TRENDS 2016

Criswell Collision Center, Annapolis, MD

SECTIONING OF STEEL UNITIZED STRUCTURES

Uni-Select USA, Baltimore, MD

June 13, 2017

STRUCTURAL STRAIGHTENING STEEL

Caton Auto Body, Laurel, MD

SQUEEZE-TYPE RESISTANCE SPOT WELDING

Keystone – Linthicum, Linthicum, MD

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

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KEEP IT GENUINE

INSIST ON GENUINE GM PARTS

We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence.

Contact these Genuine GM Parts dealers for all your parts needs: NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: parts@nucar.com www.nucar.com

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

POHANKA CHEVROLET 13915 Lee Jackson Memorial Highway Chantilly, VA 20151 Phone: 888-266-2993 Direct: 703-502-3729 Fax: 703-968-0932 www.pohankachevrolet.com

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

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE A BAD GAMBLE Back in 2003, I decided to take a sabbatical from covering the automotive industry and moved to Los Angeles to gain some new life experiences. I ended up becoming the managing editor of a biweekly publication devoted to the world of poker, which at the time was becoming a major trend thanks in large part to the World Poker Tour television show. Before I knew it, I went from writing stories on body shops and interviewing parts managers to covering the World Series of Poker and chatting with legendary gamblers and the folks behind some of the biggest casinos in the business.

WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER

SECRETARY

IMMEDIATE PAST PRESIDENT

Mark Schaech, Jr. mark@marksbodyshop.com 410-358-5155 Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928 Phil Rice phil@ricewoods.com 540-846-6617 Don Beaver don.beaver3551@gmail.com 443-235-6668

BOARD OF DIRECTORS

Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barbara Chase (barbara@siskautobody.com) 301-855-5525 Ben Gibson (bgibson@harrisonbodyworks.com) 804-355-8151

ADMINISTRATION

Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Bill Hawkins (whawkins@mybmwannapolis.com) 410-349-2578 Danny Szarka (dszarka@mileone.com) 410-525-1000

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

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For the next two years, my daily existence revolved around gambling – but to this day, I’ve never once shuffled a deck of cards or sat down at a poker table. I just don’t gamble. People have often asked me how I was able to go to work every day in an office that was literally located in a casino, work with world-famous card players and travel to Las Vegas on a constant basis and NOT ONCE get the temptation to give it a try. My reply to that is pretty simple: I try my best to follow sure things in life.

I’ve known plenty of people who’ve earned millions at major poker tournaments, but I’ve also seen a lot of people lose it all. I never allowed myself to have a shot at winning a huge amount of money at the tables, but I also never had to become one of the people outside my former place of work who tried to sell me their watches as I made my way to my car at the end of the day.

My old job was on my mind a lot as I edited this month’s issue of Hammer & Dolly.

For me, looking over our content regarding OEM procedures and position statements really drove home the fact that repairers are gambling with everything from their liability to the lives of their customers if they refuse to follow how the actual manufacturer of the vehicle says a certain procedure should be performed. With automotive technologies changing by the day, how could any repair facility ignore the information made readily available by the OEMs to help technicians do the job correctly? I understand that this is a tough industry and that shops deal with a lot of pressure – economic and otherwise. But it’s still very hard to justify sending a car down the street that is just wrong. That’s a gamble no shop should ever take when a job rolls into the bay, and that’s a gamble no driver should ever have to take when driving in or near a vehicle that was improperly repaired. H&D

May 2017

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR ASSISTANT EDITOR OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Nick Fernandes nick@grecopublishing.com

Donna Greco donna@grecopublishing.com

PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2017 Thomas Greco Publishing, Inc.

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EXECUTIVE DIRECTOR’S

MESSAGE

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

“MAY” THE FORCE BE WITH YOU I ask of you one thing this Spring:

Go on Facebook and join our new Group for the collision repair Mid Atlantic market!

It’s called

“WMABA Mid Atlantic Collision Repair.”

That is all.

Okay, maybe not all all.

If you are a golfer, then you MUST join us for our annual Golf outing (page 15)! And if you are a vendor who would be interested in promoting your business to our guests (either through this event or all year long), then now is the time to look at our opportunities to support the association.

WMABA Board members just had a planning session to work on the leading trends, issues and local market conditions. After determining the importance of meeting with folks “online” and in social media platforms (hence the Facebook Group), they also

went over the possibilities of other industry services we could provide. Education and information are the keys to effective change in our industry, and no group of people understand that more than the Board of WMABA. Oh, and by the way, next year is the 50th Anniversary of WMABA, and we cannot wait to celebrate that with the entire industry!

So look for more great things to come soon! H&D

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

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THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2017!

We encourage YOUR SUPPORT of those who SUPPORT US! For more information about the sponsorship program, please contact Executive Director Jordan Hendler at (804) 789-9649 or email jordanhendler@wmaba.com

www.wmaba.com

LEVEL 2 Automotive Training Institute Certified Automotive Parts Association FinishMaster Mid-Atlantic Paint & Supply National Coatings and Supplies WheelsOnsite

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Find more association updates at www.wmaba.com.

WHAT’S UP TO? WMABA MEMBERSHIP: THE UN-SECRET PLAYBOOK It’s always a good time to get involved in WMABA. If you’re reading this, your first benefit is already being realized: Staying up to date on the news in our area and beyond.

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

Get Educated WMABA offers issue-specific, topic-driven education throughout the year.

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

JOIN TODAY!

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The Playbook The association is your resource for all things related to your business.

Whether you have a question about current Labor Rate data, operations, customer interaction, insurer relationships, vendor products or national news, your association is the place to ask first. Through our relationships nationally, we can even take issues to the forefront of places such as the Society of Collision Repair Specialists, Collision Industry Conference or national contacts for insurers and vendors.

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

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

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

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

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2017 GOLF OUTING MAY 17, 2017 Shotgun Start at 1:30pm HERITAGE HUNT GOLF AND COUNTRY CLUB

6901 Arthur Hills Dr. Gainesville, VA 20155 www.heritagehunt.net

SIGN UP TODAY AT wmaba.com/events/golf-outing/

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LOCAL

Supporting industry peers.

NEWS WMABA Opposes West Virginia Parts Bill Neighboring States’ Efforts Will Be Affected UPDATE: WMABA was instrumental in the killing of this bad legislation!

In reaction to recent legislation, Senate Bill 544, proposed in West Virginia and reducing the consumer protections related to collision repair parts, the Washington Metropolitan Auto Body Association (WMABA) strongly urges representatives to vote “NO.” After years of efforts to push forward similar protections in both Maryland and Virginia, WMABA has utilized West Virginia as an upstanding example of how a state can protect consumers when it comes to the parts used during the collision repair process. Having the majority, if not all, of the warranty period covered, those consumers with newer vehicles do not have to argue with insurers about what is best for their car and can get the Original Equipment Manufacturer (OEM) parts without any out-of-pocket expense. This is something not afforded to their neighbors, who applaud this type of protection and disclosure.

Finding outright fault in the argument that this proposed legislation reduces the deductible charge in any way, the association also urges legislators to check the facts and the other consequences of this bill. The deductible is set by the policy and would not be changed.

Customers will not always know what kind of parts they are getting unless they ask. The “fine print” parts disclosure required at the end of each repair estimate or repair order that explains the use of aftermarket parts is also a necessary consumer protection, so that they know what parts are being used in their repair. There is nothing else that would mandate a repairer or insurer to educate the customer on the parts types written into the charges. Knowing what kinds of parts are used is a right that should not be altered.

It appears that Senator Maynard, who proposed the bill, also would take personal interest in this cause, as his own business deals in aftermarket parts for cars (see picture at right from Maynard’s Auto World’s Facebook page). Without a doubt, WMABA knows that insurers, aftermarket parts companies and others will take benefits to this bill through the course of their business.

Insurers believe that this will save on claims amounts, but also push

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or shift the cost onto the policyholder or claimant by making them pay out of pocket to get what the law already provides. Aftermarket parts suppliers benefit through the additional usage of their parts, which are not covered by the vehicle’s existing warranty, something that consumers often find subpar to their “pre-accident condition” where the warranty is fully intact. They are not made whole to the point of value or condition they were when the accident occurred.

WMABA again urges all West Virginia legislators to carefully review the consequences of these language changes and to vote against changing a consumer protection that needs to stay.

For more information, please call (804) 789-9649 or email jordanhendler@wmaba.com. H&D

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NATIONAL

NEWS WMABA Community Supports NORTHEAST® 2017 WMABA made its presence known at the 40th Annual NORTHEAST Automotive Services Show last month, as various association members and supporting companies spent three days at the Meadowlands Exposition Center in Secaucus, NJ, attending classes, promoting their products and services and networking with fellow industry pros.

After gaining knowledge about OEM certification and discovering new equipment on the show floor, Kris Burton of Rosslyn Auto Body (Alexandria, VA) says his first time at NORTHEAST was worth the 250mile trip.

“There were a lot of great products, like frame machines, welders and storage solutions. It’s always good to see all the new stuff and learn how to improve your shop.”

Burton will return to the show next year and hopes that more WMABA members join him in getting an up-close look at all the available shop resources.

“It’s an opportunity to see new items and put your hands on them rather than just seeing them in trade magazines or on the Internet.”

Internet marketing and web design company Absolute Perfection (AP) Media (Sykesville, MD) took advantage of the event’s thousands of attendees with both a presentation in the NORTHEAST Demo area (“Shifting Your Online Marketing into High Gear for 2017”) and an exhibitor booth. In the company’s second visit to NORTHEAST, AP Media’s Lee Emmons and Michael Finnazzo were able to showcase their Internet marketing methods and draw shop owners to their service.

“We had a great experience there,” Emmons said. “We talked to a lot of people who were really engaged in our business. Our method of marketing is something different from what this industry is used to, but we got a good response from it.”

The agency’s booth attracted crowds who were curious about why Finnazzo was handing out fake million-dollar bills. The strategy wound up opening the discussion to how much a shop’s profit can be increased by partnering with AP Media. However, the Demo drew shop owners who were more engaged in learning about the partnership and were given the opportunity to hear about business growth statistics.

“The Demo really gave us a chance to talk to potential clients and give them some real-world experience. We got a positive response from the people who attended and how this pertained to their particular market.”

As a first-time vendor, Finnazzo was grateful that the crowded floor gave him the opportunity to draw new clients to the company’s product.

“It was a great place to showcase our work. People actually got a chance to see the work we do up close.”

Baugh Auto Body’s (Richmond, VA) entire staff made the trip to NORTHEAST primarily for Mike Anderson’s brand new “100%

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Disassembly Best Practices” seminar. The shop – which has been leaning towards 100 percent disassembly for the past few years – left the show with a great deal of knowledge on the procedure.

“We all came back to the shop on Monday with a better understanding of how the repair method works,” said Marketing and Customer Service Coordinator Ashley Kruger, whose father, Gerry Baugh, owns the shop.

As a Honda ProFirst-certified shop, Baugh Auto Body also took advantage of two private events hosted by Honda during NORTHEAST exclusively for participating facilities.

“You really need to be knowledgeable of the technology you are working with,” Kruger offers, adding that body shops get into the routine of the everyday work load, which can prevent the workers from furthering their education about the industry. “Stepping outside of that helps you gain a different perspective of how things can be done more efficiently.”

The third-generation repair pro enjoyed the intimate environment at NORTHEAST, which she has not seen at other trade shows.

“At this one, I felt much more connected with the other folks.”

Bill Hawkins of BMW of Annapolis spent his time at NORTHEAST sitting in on Anderson’s aforementioned seminar and speaking to other shop owners to get their points of view.

“Mike is a dynamic presenter. As always, he did a great job of focusing on his main point, but also dealing with some of the industry’s other issues…Even if you don’t take anything else away from the show, that seminar should be enough.”

Hawkins was quick to mention Anderson’s story of how he helped one of his client shops increase sales from $800,000 to $1,000,000 a month (without hiring additional workers) by implementing his disassembly best practices.

Most of all, he enjoyed meeting other shop owners and exchanging ideas about common struggles.

“You can talk to other people who are dealing with some of the same problems as you, but who might have a different plan. It’s about learning about their perspective and getting them to understand yours.”

This year, Jim Silverman of the Automotive Training Institute (Linthicum Heights, MD) added NORTHEAST to his list of industry events he visits as a vendor.

“I had plenty of leads and talked to good people. I’ll definitely go back next year.”

Silverman’s first visit to NORTHEAST was a benefit to his company due to the masses of attendees interested in what he had to offer.

“I had a good experience dealing with the crowds. They were engaged and they wanted to learn about the company.”

Veteran vendor Gary Schaberg (Chief Automotive) returns to the show every year because of its specific focus on collision repair.

“Everyone we deal with at NORTHEAST is in our industry. At the other ones, we get mixed in with companies that don’t pertain to us.”

The collision focus is the reason why Schaberg acquires more clients at NORTHEAST than he does at other events.

“We’ve actually had more leads and activity at NORTHEAST than we’ve had at NACE.” In addition, he emphasized that the show continues to grow and

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A regional event scores big.

BY NICK FERNANDES

Left to right: Jim Silverman of ATI, Gary Schaberg (third from left in middle photo) of Chief Automotive and Michael Finnazzo of AP Media that more visitors hit his booth during the 40th Anniversary event than ever before.

“Each year it gets better and better. Last year was very good for us, but this year the level of interest in our company probably doubled.”

Although collision is the focus of NORTHEAST, Dan Baumhardt of Automotive Service Excellence (ASE) was pleased to receive non-collision questions from attendees.

“There were plenty of technicians who were coming by and asking about more than just our collision series product. That was very encouraging.”

Another major takeaway for his first visit to NORTHEAST was the attendees’ level of excitement about ASE. “There was a lot of activity at our booth and a lot of questions about

how ASE can help their business as well as each technician at a personal level.”

He was also impressed by how close-knit the vendors and attendees were, something that he doesn’t see at many trade shows.

“Many of the folks that were coming in already knew the vendors or had relationships with the companies.”

The representative also noted that although it was a regional event, it attracted automotive personnel from areas as far away as Virginia, Maryland and Maine.

WMABA’s participation at NORTHEAST 2017 proved that the event is a helpful resource for all automotive professionals, regardless of location. H&D

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IF OFFERING ONLY ORIGINAL MINI PARTS IS A CRIME...

THEN YEAH, WE’RE GUILTY. At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.

For Original MINI parts, contact any of these authorized MINI dealers.

MINI of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 fax: 410-349-2586

MINI of Baltimore County 720 Kenilworth Drive Towson, MD 21204 Toll Free: 844-635-4347 410-296-MINI (6464)

MINI of Sterling 21826 Pacific Blvd Sterling, VA 20166 888-954-8222 fax: 571-434-7727

MINI of Alexandria 5990 Duke Street Alexandria, VA 22304 703-461-6250 fax: 703-751-0595

MYMINIANNAPOLIS.COM

MINIOFSTERLING.COM

MINIBALTIMORE.COM

Crown MINI 8710 West Broad Street Richmond, VA 23294 Toll Free: 800-237-0130 804-527-6860 fax: 804-965-6254 CROWNMINI.COM

MINIOFALEXANDRIA.COM

© 2017 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

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NATIONAL

NEWS NORTHEAST® Offers Perspectives on

OEM Certification Following the success of the “Body Shop Certification and You” panel at their 2016 NORTHEAST Automotive Services Show, the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) decided to expand the discussion at this year’s show to a foursession series, “AASP/NJ’s Path to Certification,” to gain perspectives from all parties involved in the process: The OEMs, the tooling and equipment providers and the shops themselves.

WMABA Treasurer and Past President Barry Dorn (owner of Dorn’s Body & Paint in Mechanicsville, VA) traveled to the show to participate in the “Shop Perspective” session, an in-depth talk moderated by Oklahomabased shop owner Gary Wano, Jr. (GW & Son Auto Body, Inc.) and featuring fellow panelists Tom Elder (AASP/NJ past president and owner of Compact Kars in Clarksburg), James Carvino (president and co-owner of Rojo Collision in Brooklyn, NY) and Rick Starbard (past AASP National president and owner of Rick’s Auto Collision in Revere, MA). The panel allowed each shop representative an opportunity to share their experiences working with various OEM certification programs.

Dorn, whose shop is currently certified by Tesla, Porsche and Jaguar Land Rover (among others), made it clear that one of the biggest elements of being a certified facility is implementing the correct employee culture to make the process succeed and grow.

“If your people and your team aren’t really bought into it, it can be a living hell. It

can fizzle quickly, and it’s very costly. But at the end of the road, if you can get through it, the reward’s there – just like with all challenges.”

To gain greater insight into what technicians can expect from OEM training, Dorn regularly takes these courses himself. At the time of the panel, he was gearing up to attend steel training for Jaguar Land Rover.

“I do it mainly because I want to see what my guys have to go through.”

“Everything someone in my shop has, I have,” agreed Carvino. “I don’t let any guy go and get something that I’m not going to have, so there’s no complication down the road if that guy leaves.”

Additionally, Dorn and Carvino urged attendees to recognize the importance of utilizing OEM procedures as a certified facility – even though doing so can sometimes be a daunting experience.

“You’ll print out a 300-page procedure on Tuesday, and if you have another [vehicle] just like it on Thursday, you have to reprint it,” commented Dorn. “There are procedures that change weekly.”

“The first thing is always to pull the OEM procedures,” added Carvino. “Even before the estimate starts, you’re kind of stockpiling all this information to say, ‘Okay, how are we going to proceed now? What’s our next step?’”

Elder noted that getting a technician up to speed on this level of training is not always an easy process, revealing that one of his Mercedes-Benz techs once failed a test that

Moderator Aaron Clark (Assured Performance Network) during “AASP/NJ’s Path to Certification: The OEM Perspective”

cost $6,600 to take over.

“It hurt the technician to come back to it.

Now, he goes every time and passes right away, and he has a great relationship with the people at the welding center. The whole thing turns into a lot of time, a lot of effort and a lot of pride in what you do to make it work.”

For Starbard, being actively engaged with OEMs such as Ford, Honda, Fiat-Chrysler and Infiniti-Nissan allows him to remain free of insurance referral agreements as a way to generate new business.

“We’re a non-contract or-referral DRP shop, so we wanted to get an idea of how we can use [certification] to market to our advantage versus having to get involved on the insurance referral side.”

Naturally, anyone who is legitimately interested in pursuing certification needs to make sure they have the right equipment to accommodate an OEM’s needs. Moderated by Kristen Felder of Collision Hub, the “Tooling & Equipment Considerations” panel hosted brand representatives from various tool and equipment suppliers for their insights into topics including costs, training and safety.

Dave Gruskos, president of Reliable Automotive Equipment, discussed the necessity of using only OEM-approved tools and equipment, as these items have gone through rigorous testing before being designated as appropriate for use at certified locations. “[The OEMs] are trying to protect the shop, because they know that shop is their

Left to right: Gary Wano Jr., Tom Elder, James Carvino, Rick Starbard and Barry Dorn during “AASP/NJ’s Path to Certification: The Shop Perspective”

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Industry insights from key players. biggest asset. They need the cars fixed properly; they need you to buy the proper parts…There’s a lot that goes on behind [the scenes] before you see a sticker put on a machine that says it’s approved.

“They’re very concerned that [the vehicle] is fixed the proper way; they’re concerned that their parts – not aftermarket parts – go back to the car,” he added. “With all the litigation going on around airbag deployment, you’re talking milliseconds of a blink of an eye versus the airbag hurting the person or helping.”

To gain insight into how vehicle manufacturers are developing their programs and what their expectations are for the future, AASP/NJ welcomed moderator Aaron Clark (Assured Performance Network) and various automaker representatives for two “OEM Perspective” sessions divided into panels on luxury and non-luxury brands. Not surprisingly, the equipment and training costs associated with certification was a major discussion point during the session on luxury brands.

“The cost for the facility as far as what they need to have really depends on the facility and what tools and equipment they have to start with,” explained Benito Cid, collision manager at Mercedes-Benz USA. “If you are a facility that already has great tools and equipment, then there’s probably a minimal investment to get in the program. If you have different equipment where it’s completely off the mark, then obviously there’s going to be a significant expense.”

“Depending on the course training, it’s about $300 a day in our training facility, plus your airfare and lodging for the technician,” added Mark Allen, collision programs and workshop equipment specialist at Audi of America. “We go through a lot of Audi bodies and a lot of Audi parts. When the technician comes to us, if they’re going to make a mistake, the best place for them to [do it] is at our training facility – not your shop. We go through a lot of very hands-on training with these people, with real cars, real parts and the same tools and equipment that we’re requiring on the program.”

Those attendees interested in learning

more about the number of shops that non-luxury brands are looking to certify got what they were looking for during the session. According to Fiat Chrysler Automobiles Senior Collision Manager Brian Wayne, approximately 1,550 shops currently participate in the manufacturer’s Assured Performance Network-run program, while Toyota Motor Sales’ Dave Pyle revealed that his company’s certification program currently includes just under 200 dealersponsored shops with a projected goal of 400.

BY JOEL GAUSTEN

Gary Ledoux of American Honda stated that there were 975 shops in the company’s ProFirst program as of March 2017, while he expects to reach the desired cap of 1,200 nationwide by this summer. Ford representative Mark Mandl noted that the manufacturer is looking to expand the Ford National Body Shop Network as they continue to grow their aluminum vehicle lines.

H&D

Dave Gruskos of Reliable Automotive Equipment during “AASP/NJ’s Path to Certification: Tooling & Equipment Considerations”

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WMABA

FEATURE BEYOND THE BULLETINS: Why Position Statements Aren’t Enough Being a professional collision repair facility has nothing to do with how many cars you can squeeze into your shop on any given day. It also has nothing to do with getting vehicles in on Monday and out by Friday. However, it has everything to do with doing things the real and right way.

If you’ve been around this industry for more than a second, then you’re fully aware that OEM position statements have become a major point of interest and concern. In an effort to get shops in line with repairing vehicles to the correct specifications, automakers continually publish statements either recommending or outright requiring that certain actions be performed on their automobiles in the shop. However, it’s becoming increasingly critical to acknowledge

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that these position statements are as dangerous as a loaded gun if they are misused or misunderstood.

Before getting into any of that, let’s discuss why position statements exist in the first place. Obviously, each vehicle manufacturer has hundreds of procedures for numerous cars, but not everything that affects every make and model ends up in an online or printed position document. So what criteria must be met before an OEM has decided to take the plunge?

“There are two reasons to have a position statement,” offers Gary Ledoux, assistant national manager for American Honda. “One would be to clarify or emphasize something that already exists. If you have a procedure that’s kind of buried in a service manual but keeps

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Finding the real answers.

BY JOEL GAUSTEN

coming up and we need to emphasize it, we can bring out a position statement. The other reason is if that information doesn’t exist anywhere else. If it’s not in service manuals or the owner’s manuals, and it doesn’t really exist to a certain amount of the industry, we might need to emphasize it to other parties.”

In today’s auto field, it’s not uncommon to see or hear the words “position statement” immediately followed by “pre- and post-repair scanning.” While various OEM statements regarding scanning have become the subject of intense discussions around the country, a quick review of oem1stop.com/position-statements reiterates the fact that similar documents on dozens of procedures for multiple automakers also exist – and have for a very long time. Why is scanning being singled out so much from the heap?

“That’s simple; it’s because there’s a cost attached to scanning,” offers Ledoux. “If you’re going to scan a car in and scan a car out, it takes x amount of time. Understandably, the shops want to get paid for that. The insurance companies don’t want to increase their severity, so therein lies the friction.”

Position statements can indeed help a shop receive more appropriate compensation in certain instances, but solely relying on them to guide you through a repair is often a useless – and potentially catastrophic – exercise. OEM statements are meant to be reminders you tack on the wall or print out for an insurer if/when they dispute the inclusion of a procedure – not as a roadmap for complete and professional repairs. For that, you must take a look at the OEM procedures.

“Even if you performed the same repair or a similar one to the same year/model car last week, still take a look at the OE procedures before you start,” Ledoux advises. “The procedures change all the time.

For example, it used to be that Honda made major changes to a vehicle only when we did a full model change. A Honda generation lasts five years; within that five years, the car would be pretty much the same.

Now, we’ll make a substantial change within that generation - and sometimes we’ll make a change within the same model year. The technology is moving that fast.”

If there’s anyone in this field who can back up Ledoux’s words, it’s Jake Rodenroth. As director of client services for asTech, he spends most of the year on the road working to bring repairers up to speed on how harmful it can be for them to stick to the old way of doing things.

Naturally, he has some strong words of advice for those reading this article.

“Look at yourselves in the mirror and ask yourselves if you research how to take a headlight or taillight out. When I ask that question in seminars, nobody’s hand goes up. I ask, ‘Why is that? Why don’t we look that information up?’ I hear, ‘Well, it seems simple; it seems like there’s no problem.’ Because they assume that they know how to take that headlight out, they end up finding out later that it’s an adaptive headlight that has to be coded and programmed. These headlights oftentimes pull data from a steering angle sensor, so if alignment and suspension operations are part of the loss, this should be done before the headlight adaption. If they would have just looked at the procedure, it would have told them that…That’s where the business is changing, and these guys are being left behind because they’re not looking those things up.”

Rodenroth stresses that critical information that can otherwise be overlooked is readily available in a variety of resources that work to bring OEM repair data to the inter-industry.

“OEM repair information can be difficult to navigate to find what you are looking for. But like most software programs, practice makes perfect; the more we use, understand and implement, the better. But because we as an industry don’t look the procedures up, we’re never exposed to these things. We just send the car to the dealer and pass on the sublet bill. As a result, our insurance partners are not made aware of it either because we never ask for it.”

At the end of the day, no vehicle should be repaired in 2017 before the techs know exactly what is involved in bringing that ride back to preaccident condition.

“The whole issue is that shops either don’t have access to the repair information or don’t look at it enough, or both,” Rodenroth says.

“That’s what we have to get under control.” H&D

Executive Director’s Thoughts

As heard in nearly any meeting that talks about repair information, you must cultivate the mentality that no matter how many times or years you’ve fixed a car, the information is changing in the blink of an eye. What was written today could literally change next week, so research is more important than ever! - Jordan Hendler

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Š 2017 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.

Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

Porsche of Rockville 1125 Rockville Pike Rockville, MD 301-296-2870 Fax 301-762-5055 rockville.porschedealer.com

Porsche of Arlington 3154 Jefferson Davis Highway Arlington, VA 703-684-8835 Fax 703-518-0467 arlington.porschedealer.com

Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com

Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com

Porsche Towson 700 Kenilworth Drive Towson, MD 855-873-8619 Fax 410-296-4852 porschetowson.com

Checkered Flag Porsche 2865 Virginia Beach Boulevard Virginia Beach, VA 757-687-3483 Fax 757-687-3490 checkered-flag.porschedealer.com

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TECHNICAL

FEATURE PROCEDURAL CIVIL WAR: TRAINING Versus “EXPERIENCE”

There is a war going on within the collision repair industry, but many of you may not even realize it. This war could be called Procedure Civil War 1, or PCW1. The combatants can be broken into four categories. Each category would include owners, those who determine the costs of damage, those who repair structural/cosmetic damage and those who refinish the vehicles. These categories are as follows:

1. “The Dinosaurs” are the group that have been involved in the collision repair industry for over 45 years. They still use the equipment they purchased back in the 1970s. They are near retirement and assume that repairs have not changed much since they first started in the industry. They have little to no idea about collision repair procedures, claim to stand behind every repair and say, “I have been doing this for XX years and never had an issue.”

2. “The I-CAR Certified & Standard” people have been in collision repair since the ’80s and ’90s. They took I-CAR classes during those years, but have not taken many since then. They believe the Uniform Procedures for Collision Repair (UPCRs) are the standard and that they can be used instead of the OEM procedures. This group constantly misquotes the procedures and material types, and they confuse the training I-CAR provides as being “certified.” They often believe that full body sectioning (a.k.a. “clipping”) a vehicle is an accepted practice, as they can use multiple I-CAR UPCRs to make the sectioning locations and leave more factory welds undisturbed.

3. “The New Jack Real Bodymen” feel everything is repairable.

They are mostly new to the collision repair industry (two to five years) and are generally flat rate. In their minds, it is more profitable to repair than to replace, and they utilize some of the new technology and equipment in the wrong manner. The bodymen also attempt to get paid for 10 to 12 hours to repair something, but know it will only take them four hours.

4. “The Do It by the Book Parts Changers” follow the OEM procedures, purchase new updated modern equipment and make repair-versus-replace decisions based on OEM protocols, safety, crash management and longevity – not cost and profit.

This group is made up of a wide range of personnel with varying years of experience. The one common denominator is that they

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all train consistently. Additionally, this group has a general understanding of the rules and regulations and understands that the insurance company has no say on how vehicles are to be repaired and cannot approve any repairs. They know that the vehicle owner is the only one who can approve any of the work.

Keep in mind that there are a few people out there who fall into more than one category. But one thing that can easily be seen is the ignorance of facts and the widespread resistance to OEM procedures and general change. In many posts we see online, ego and pride take the lead, and logic and reasoning go right out the window. The disagreements will always be about parts changers having no skill and real bodymen figuring out how to make it work, but ultimately it always comes down to the “I have a family to feed” excuse of why that repair was being attempted. Now, some of you might be part of these epic keyboard battles, but how do we end these flare-ups and ensuing kindergarten-type name calling and memes? The crux of the issue may be right in front of our eyes.

If we look at the I-CAR website and click on the “Ask I-CAR” tab, it will take you to the Reparability Technical Support (RTS) page. ICAR mostly gets asked, “What does I-CAR recommend?” for information on sectioning, straightening, replacement component joining methods/repair or replacement decisions. I-CAR’s first response is always the same: “Follow the vehicle maker procedures.”

Why would they say that? It is because the OEMs designed and built the vehicle, and they provided accurate and tested repair methods.

Additionally, some states are now revising the language, definitions and verbiage of what components are considered structural with the addition of seat belts and airbag components to their antiquated regulations, and we believe most will eventually follow this trend. Why are the lawmakers making these changes? We believe this shows evidence to suggest an educated decision to change for the safety of the general driving public.

It is important to remember the English language and our vocabulary. The procedures provided by the automaker are service specifications or requirements, not recommended suggestions. We must understand that these collision repair procedures are no different than service information for transmission fluid or engine oil “recommended grades” or recommended service intervals based on driving habits. How about engine repair procedures? Are they suggestions that you can deviate from? No, they are specific procedures that must be followed in the specific order to ensure proper operation. Why is it that many collision repairers want to deviate from these procedures? Many times, the technicians feel they know better, not much different than the shop estimator or insurance adjuster who make asinine statements, such as, “it is only a recommendation,” or “I never had to do that when I worked on them.”

This ignorance must stop; people’s lives depend on correct and proper repairs that restore the vehicle back to its normal operational condition as designed and intended. Here are two somewhat scary examples of not following the procedures, and the ultimate outcome: 1. 2014 Chevrolet Impala, black color, backup camera issue.

A 65-year-old woman was impacted to the left rear quarter panel and bumper cover. These items required replacement. The trunk lid was removed and installed during the repair, but the repair facility decided not to blend it. Approximately two months later, the woman was backing up into a parking spot and impacted an Audi A4 parked directly behind her. Although her vehicle sustained only scrapes and scratches, the Audi sustained a broken grille and bumper fascia. The woman was very adamant

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that she was careful and observing her backup camera. We were called in for the investigation. After diagnostic testing and some research by the insurance company, we were able to relate the issue to the previous, unrelated incident. The previous shop did not have the backup camera reintroduced to the steering angle sensor, and the guidance lines and distance warnings were not aligned properly. This was the reason the woman impacted the Audi. The previous repairer was required to pay for the damages to the Audi and Chevrolet and for the wheel alignment and steering angle sensor re-aiming. No one at the original repair facility referenced the OEM procedures or warnings.

2. 2013 Toyota Camry, Occupant Weight System issue. The vehicle owner backed into a parking pole, causing a forward deformity and light scratches to the corner of the bumper cover.

The bumper cover was replaced, and the vehicle was given back to the customer. About a week later, the next-door neighbor mentioned, “Hey, looks like your car was repaired. Everything okay?” The owner took his vehicle to another shop in the area and they said the color was off. The new shop offered to look over the paperwork and give him suggestions on what to do. The paperwork showed the cover was replaced with a knockoff component, and 1.0 hours were allocated to repair the bumper reinforcement. The owner gave permission to the shop to remove the bumper fascia and perform a post-repair inspection (PRI). The right-side edge of the bumper reinforcement was deformed and showed multiple tooltype impact markings and overspray. The shop then pre-measured the vehicle and performed a diagnostic scan. The vehicle measurements were acceptable, but the system scan showed the passenger seat was reading +8lbs. This was troubling, as the vehicle owner had children. The +8lbs would take a child in the lower threshold of under 37.5lbs and put them in the next higher threshold, as the child and seat would now weigh over 37.5lbs. This could cause the airbag to deploy in a collision event when it should not. The original repair facility agreed to pay for the re-repairs, which included a new OEM bumper cover and reinforcement, blends and a trip to the dealer.

Resources for a better repair.

BY LARRY MONTANEZ III, CDA AND JEFF LANGE, PE

1. Get the year, make, model and VIN, as most databases work best by VIN. 2. Go to the OEM website, which is the best source for the most update information.

3. Make sure you read the general repair information and the position statements for that specific OEM, as they can provide valuable information.

4. If the information doesn’t exist or you cannot find it, the next logical step would be to try and call the dealer and ask them for help. Next would be to contact the I-CAR Repairability Technical Support Portal (rts.i-car.com) for an answer. Lastly, maybe contact us for some guidance.

If there is no vehicle-specific repair information and no OEM published position statement or general procedure, you will be left with only two choices: a. The last attempt would be to look to the I-CAR UPCRs or published best practices. Published I-CAR best practices are inter-industry developed and vetted guidelines. (But keep in mind that this is a business decision and you will be solely responsible and liable.) b. Do not repair the vehicle. The liability is not worth it for many.

Some might be asking, “Why not just publish a procedure if there is not one available?” This is because the OEM cannot account for every type of collision or component replacement. For example, Honda and Ford have general guidelines to explain how or where to section outer panels. Primarily, this allows some leeway for repairers to make sectioning areas based on the amount of damage. Here is an unedited example right from I-CAR’s website on Ultra-High Strength Steel repairs (tinyurl.com/n7w6dty):

continued on page 41

As you can see, these are just two examples of what could happen by not reading the OEM procedures. Additionally, these were not major repairs. Just imagine if a uni-rail or pillar reinforcement were to be replaced. What issues could have occurred? This past weekend, I rented a 2017 GMC Yukon XL for a short trip with friends. While driving the vehicle, I noticed the vehicle had pre-collision distance warning, lane departure warning and even speed warning systems. If I veered to the left or right or got too close to the vehicle in front (passing the preset threshold), a warning lamp on the dash would illuminate, an audible buzz could be heard (the radio volume would lower) and the driver’s seat would vibrate. I went to the GM pay site to look up some procedures and I read that…Oh, I am sorry. I will show you where to fish, how to fish and even give you tips on fishing, but I will not drop the fish off at your house, cook it for you or serve it to you. I suggest you go look it up, as all GM vehicles with these type systems have similar procedures that you will be encountering.

The days of not knowing about something or just figuring it out are over. We must follow the OEM procedures, as this ensures accurate, complete, safe and quality repairs. OEM procedures include vehiclespecific repair information, general vehicle maker information and technical service bulletins. This will require research and reading by the shop estimator and technician. Here are some general steps for information research:

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NATIONAL

Tips for greater financial success.

NEWS

BY JOEL GAUSTEN

COLLISION ADVICE TO SHOPS:

Ask and You Will Get Paid

“You have not because you ask not. If you never ever ask, you’ll never get paid.”

These were among the many powerful words offered by veteran industry speaker and former WMABA Board member Mike Anderson (Collision Advice) during his two recent Axalta Coating Systemssponsored presentations during the NORTHEAST® Automotive Services Show in Secaucus, NJ. The first discussion, the AMIapproved “‘Who Pays for What?’ Survey Results,” saw Anderson offer a variety of ways that shops could get paid by insurers for nonincluded items while reducing the common friction they experience with these carriers. During the collision industry debut of his new “100% Disassembly Best Practices” course, he explored a host of topics including the benefits of 100 percent disassembly (and everyone’s role during this process), reasons to R&I components (with real-world examples) and tips on how to implement and sustain successful disassembly practices.

Anderson insisted that attendees could achieve these goals by keeping a few very important things in mind. First, every repair professional needs to remember that it’s facts – not emotions – that win an argument. In his mind, the only thing that matters is what shops can “prove, substantiate or justify” through various resources including OEM repair procedures, estimating systems, the Database Enhancement Gateway (degweb.org), the SCRS Guide to Complete Repair Planning (available at scrs.com) and Collision Repair Information Bulletins (CRIBs). He explained that shops could receive better compensation from insurers by sticking to four main questions with each procedure:

Is this required to restore the vehicle back to pre-accident condition?

Is it included in any other labor operation, or is it a separate operation?

Is there a pre-determined time in the database?

If not, what is it worth?

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He concluded the presentation with the main event - an overview of the latest results available from the “Who Pays for What?” industry surveys conducted quarterly by Collision Advice and John Yoswick of CRASH Network. The “Who Pays for What?” series conducts four different surveys throughout the year (BODY, REFINISH, ALUMINUM and FRAME/MECHANICAL), covering nearly 100 different “notincluded” operations, with each survey focusing on a different area of shop operations. Not surprisingly, the results discussed pointed to the fact that whether or not a repair facility is reimbursed for a particular item depends, to a certain degree, on if the shop actually negotiates for it. Although this can vary by insurance company, DRP status or region of the country, it is clear that while none of the procedures in this survey are universally paid by insurers, none are universally rejected by insurers either. There were many examples in this survey series where nearly three out of four shops report getting paid most, if not all of the time, for a certain procedure, yet another 20 percent of shops said they never even attempted to charge for it.

Shops interested in downloading the latest “Who Pays for What?” survey results (and signing up to take future editions) can do so by going to crashnetwork.com/collisionadvice.

In the later class, Anderson examined how a 100 percent disassembly process can minimize a shop’s supplement ratio and improve cycle time by ensuring that all parts are discovered and ordered up front. Additionally, he discussed how vehicle disassembly also supports and complements the parts mirror matching process, since all parts are off the vehicle, stored in one common location and available to compare with the new parts.

For more information on Collision Advice, visit collision advice.com. H&D

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PHONE: 732-495-7900 FAX: 732-495-7904 E-MAIL: bill@rae1.com www.raeservice.com VISIT US ON FACEBOOK www.facebook.com/ReliableAutomotiveEquipment May 2017

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ASK

MIKE

How Could Getting Involved in OEM Certification Benefit a Body Shop?

In our newest regular feature, we welcome industry legend and former VA-based shop owner Mike Anderson (Collision Advice) to discuss some of the collision repair community’s biggest questions and concerns. This month, we discuss some of the primary reasons why some shops might want to consider getting involved in OEM certification programs. We at Hammer & Dolly hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

Hammer & Dolly: Mike, there’s obviously a lot of talk in the industry about OEM certification programs these days. How could getting involved in OEM certification benefit a body shop?

Mike Anderson: For shops to thrive in the future and not just survive, I think they’re absolutely going to need to have OEM certification. But I think it’s important for them to understand why, and it’s also important for them to understand which OEM certification they should pursue.

Last year, people dying as the result of a car accident was the fourthleading cause of death in the US; heart attacks and strokes were number five. Manufacturers are focusing on making vehicles to prevent fatalities.

One part of that is how vehicles are being designed to keep people safer while in them, but another part is the response time of emergency medical technicians in situations where minutes can be the difference between life and death. But with telematics, a lot of OEMs now have the ability to be notified when a vehicle is in an accident. If an OEM manufacturer is notified that an airbag deploys, then they absolutely can dispatch EMT people there sooner, and hopefully that will save lives. But another benefit is that if the OEMs receive information via telematics that the vehicle’s been in an accident, it gives them the ability to really record that first notice of loss – commonly known as FNOL. So when that happens, the OEMs have the ability to connect with that customer and say, ‘Hey, do you have a shop in mind? If you don’t, we have the ability to refer you to a certified shop and possibly even tow that vehicle for free for you.’ One of the benefits of being a Honda or Acura owner is that those manufacturers will tow your vehicle to a certified repair shop for free. Cadillac and others are doing that as well.

I believe with the utmost confidence that the OEMs will eventually be involved in this first notice of loss, and they will be a big influence when the customer is making the decision on where they want to take the car. At the end of the day, you’re going to have to be on that list. Also, I think that with vehicles changing so drastically, in order to do safe and proper repairs, you’re really going to need a direct line to that OEM via training and education, so you can show that you’re repairing vehicles properly. I think that OEM certifications are absolutely a must-have for a shop to thrive in the future, just because they need to have that connection with the OE manufacturer.

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Insights and advice from an industry mentor.

Do you have a question for Mike? Contact Hammer & Dolly Editorial Director Joel Gausten at joel@grecopublishing.com or (973) 600-9288, and we’ll ask him in a future issue.

As far as which manufacturers you should pursue, you need to do that in a smart way. I can’t speak for all paint companies, but Axalta Coating Systems has something called GMAPS, which is a study that helps the shop identify how many vehicles of a specific type are registered in their market area. Hypothetically, it might say that there are 290 Audis registered within a 10-mile radius from you, but maybe there’s 9,000 Fords. If that’s the case, then it doesn’t make sense for you to pursue Audi certification. Before you invest in the training and equipment for OE certification, I think it’s important that you find somebody you can partner with to help you determine if enough of one type of vehicle is sold in your market to support that investment. Toyota, GM or Ford are pretty much going to be mainstays, but when you get to the high-ends like Tesla, Porsche and Audi, you probably need to make sure you do your research first to make sure there’s enough of those vehicles in your area.

If you have a management system, you can go back and look at the past five years of all the vehicles you fixed and see the most common ones. Also, there’s a great resource on I-CAR’s website [tinyurl.com/lsqex6g] where you can click on various manufacturer logos and see some of the training that is required for each.

Shops should understand that they need to start thinking more for the future. In my mind, a good shop should be building a budget every October for the upcoming year. When they start to build their budgets, they have to start thinking about allotting a lot more for training and education. We have to be trained. A lot of people say, ‘If I train this person and they leave, what do I do?’ Well, what happens if you don’t train them and they stay? You have the liability.

H&D: What might be some things that would prevent a shop from considering OEM certification at this time?

MA: Maybe there are already some OEM-certified shops in the area, and you can’t get on the list. Well, it doesn’t mean those people are going to have them forever; things change. People can sell or lose their business, or maybe an OEM gets a complaint against that shop and decides to pull that certification.

Maybe you want to retire in the next two to three years. It may not be beneficial for you to go out and spend $200,000 on equipment to get certified, because you’re never going to see your return on investment.

You really have to understand where you are today and how much longer you’re going to be in business before you invest in this. H&D 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).

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Unsurpassed Quality.

Genuine Hyundai Parts.

HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE.

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

TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE

PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.

For Genuine Hyundai parts, contact these Authorized Hyundai Dealers.

Fairfax Hyundai 10925 Fairfax Blvd.

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

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

Malloy Hyundai 1880 Opitz Blvd.

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

Checkered Flag Hyundai 3033 Virginia Beach Blvd.

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

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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138

Checkered Flag Volkswagen 3025 Virginia Beach Blvd Virginia Beach, VA 23452 Parts Direct: 757-687-3465 757-490-1111 Fax: 757-687-3514

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

www.checkeredflag.com

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

King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398

e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

e-mail: vwwholesale@ourisman.co

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

May 2017

e-mail: parts@vwking.com www.vwking.com

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

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

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards.

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.

For Genuine Honda parts, contact these Authorized Honda dealers.

Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com

Honda of Tysons Corner 1580 Spring Hill Rd. Vienna, VA 22182 Direct: 703-749-6652 FAX: 703-821-4229 www.hondatysonscorner.com E-mail: sebastian.venegas@hondaoftysonscorner.com

Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: bmorgan@drivemiller.com

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MARKETING

FEATURE WHEN YOU GET A BAD REVIEW FOR DOING GOOD WORK

The collision repair process is complicated. Many consumers don’t recognize the difference between mechanical services and collision repair, let alone understand the complexities of the estimating process or negotiations with an insurance company.

HAS THIS HAPPENED TO YOU? Consider the following scenario. As someone who handles online marketing and reputation management for body shops, I’ve seen this happen many times:

Your shop repairs a vehicle, and everything was done right. Your customer’s car has been restored to pre-accident condition. In fact, you went to bat for the customer, negotiating with their insurance company about parts or maybe even a repair procedure that they didn’t want to cover. You made sure your customer’s car was properly repaired, and you ensured that their insurance company covered it. Now when they go to trade their car in, they’ll get a higher value. You feel good.

The next thing you know, you find out that the same customer has gone on the Internet and left a scathing review of your shop. They say that you’re a rip-off, or that you charge unreasonable prices or your repairs take too long. They tell other consumers that they need to stay away from you at all costs.

WHY DOES THIS HAPPEN? You’re probably asking yourself, “What just happened!?” You just did great work for this customer, and then they posted online that they’re going to report you to the Better Business Bureau. You can’t think of anything

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that you did wrong, and you feel completely blindsided.

Every company gets a bad review at some point. However, you shouldn’t think you’re powerless to prevent this from happening. There are steps you can take to decrease your chances of receiving a bad review for doing good work.

If you find yourself in a situation like this, you should usually look for a breakdown in communication. Improving this between your staff and your customers is the single most important step you can take to prevent this scenario from happening.

DOING GREAT WORK ISN’T ENOUGH IF YOUR CUSTOMER DOESN’T KNOW At the center of every job that you do is your relationship with your customer, and that relationship is developed through good communication. If you don’t develop good relationships with your clientele, it’s usually reflected in your online reputation in the form of negative reviews.

If your staff succeeds at developing and fostering relationships, your customers will be motivated to leave positive comments. When your customer does this, it’s the final step in something that’s been happening from the start of their repair. It’s usually part of their developing relationship with their main point of contact at your company, and they will often mention that person in their review.

If the customer contact is bad and this relationship goes sour, they’re likely to mention that as well. I’ve seen negative reviews that probably could have been prevented by just a little bit of improvement in how the shops talked with customers – even one conversation at a crucial moment. I know that because I read it in their review: “I came

Protecting your shop from negative comments.

BY LEE EMMONS

in to check on the status of my vehicle, but apparently the guy I’ve been dealing with was too busy to talk to me.”

If the customer thinks that you don’t care about them, the relationship has already gone bad. You’ve lost your ability to influence their perception of the work that’s being done, and a negative perception may be growing.

Furthermore, because you’re doing collision repair, there may be a third party negatively influencing them.

GREAT COMMUNICATION IS ESSENTIAL IN COLLISION REPAIR Your customer can be influenced in a number of different ways, and sometimes you don’t have any control over what they’re being told. For example, they can be caught in the middle of your negotiations with the insurance company. In most other industries, you only have to worry about your own relationship with the customer. You usually don’t have to worry about a third party making a case that you’re doing a bad job.

In collision repair, it’s also particularly challenging to get consumers to understand the difference between “good” work and “bad” work. Consumers expect repairs to be done correctly, and they expect their vehicle to be restored to pre-accident condition. They don’t necessarily understand the challenges involved in making that happen.

If you do great work, you’re just doing your job competently. If something falls short of their expectations, even due to limitations imposed by their insurance coverage, it’s your fault. If you challenge the limitations of their insurance coverage, the adjuster may make a case that you are overcharging them.

It’s a very difficult position to find yourself in, and sometimes the only chance you have to

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MARKETING FEATURE continued from page 38

TECHNICIAN APPROVED. OEM APPROVED.

Chesapeake Automotive Equipment “Sales, Service, Parts” pjmoneill@verizon.net Phone: 1-800-604-9653 All info Copyright © Pro Spot International, Inc. 2017

protect yourself is to have excellent communication with your customer.

NO ONE CARES ABOUT YOUR PROBLEMS As a body shop owner, sometimes you’re put into unfair situations, and it is very important to let your customer know when this is happening.

However, don’t forget that the purpose of communicating is to make sure you’re providing the best possible experience to your customer and are addressing their needs. Don’t fall into the trap of talking about things that present a problem for you. Customers don’t care. You are being paid to do the work – figuring out how to do that work is your problem. Complaining about those problems will only have a negative impact on your relationship with the customer.

LISTEN TO YOUR CUSTOMER Make sure that when you’re discussing things with your customer, you’re also listening to them. Paying attention to your customer’s concerns is the first step in proactively preventing a negative review. You should be listening for things that are bothering your customer, and you should address those issues as soon as possible.

Sometimes those issues can be easily resolved.

Strong interaction with the customer will generate positive reviews and help avoid negative ones. It’s usually the thing that could have been better, even when the work you do is perfect.

H&D

Executive Director’s Thoughts

Lee would also tell you – with more page space – that “pre-surveying” customers yourself (or through the process) as to their feedback could reveal issues with the repair prior to delivery. Knowing that they have a problem before they get to your Google page could save you battling a poor online review later! - Jordan Hendler

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

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TECHNICAL FEATURE continued from page 31

“But what if there isn’t a procedure or OEMspecific published position statement or general procedure? Then, and only then, you can look to industry vetted and I-CAR published best practices. In this scenario, let’s look at a repair vs. replace situation for a structural part that we’ve identified as ultra-high-strength steel (UHSS). After researching vehicle- and OEMspecific information, yielding no results, the next step would be to research I-CAR published documentation. Because the damaged part in this scenario is UHSS (over 600 MPa) and there is an inter-industry vetted and I-CAR published best practice that says damage to parts over 600 MPa should NOT be straightened, part replacement would be the only option.”

Always remember from here on out that OEM repair procedures are not only essential for ensuring proper repairs, but they must also be followed to protect your liability. OEM repair procedures will also assist you in identifying and locating construction materials (mild steel, HSS, UHSS, aluminum, magnesium, carbon fiber, composites and other plastics) and provide information on diagnosing and programming a multitude of electronic systems. The OEM is the only standard, and we must adhere to their procedures.

We hope this article has helped you better understand the importance of the OEM-specific procedures and I-CAR’s role in helping the industry. H&D

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Larry Montanez, CDA is co-owner of P&L Consultants with Peter Pratti Jr. P&L Consultants works with collision repair shops on estimating, production and proper repair procedures. P&L conducts repair workshops on MIG & Resistance Welding, Measuring for Estimating and Advanced Estimating Skills. P&L also conducts investigations for insurers and repair shops for improper repairs, collision reparability and estimating issues. Larry is ISO 9606-2 Certified for Audi and Mercedes-Benz and is a certified technician for multiple OEM Collision Repair Programs. P&L can be reached by contacting Larry at (718) 891-4018 (office), (917) 860-3588 (cell) or info@PnLEstimology.com.

Jeff Lange, PE is president of Lange Technical Services, Ltd. of Deer Park, NY (www.LangeTech.net). Jeff is a Licensed New York State Professional Engineer who specializes in investigating vehicle and component failures. Lange Technical Services, Ltd. is an investigative engineering firm performing forensic vehicle examinations and analysis for accident reconstruction, products liability and insurance issues. Jeff can be reached at (631) 667-6128 or by email at Jeff.Lange@LangeTech.net.

May 2017

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GENUINE NISSAN PARTS

MAKE ALL THE DIFFERENCE.

Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs.

So keep it original, and keep it real with Genuine Nissan Parts.

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

For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers.

Wilkins Subaru 6913 Ritchie Hwy #2, Glen Burnie, MD 21061 410-689-8066 Fax: 410-689-8008 subparts@wilkinsautomotive.com www.wilkinssubaru.com

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

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WE KNOW WHAT YOU’RE THINKING. YOU WANT TO KNOW IF THE PART’S IN STOCK, HOW MUCH IT COSTS, AND WHEN IT’S GONNA GET THERE. We get it.

You want the best part for a Toyota, but you’ve got to know when and how much.

Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the delivery, even see your shop’s net price from your participating Toyota Dealer.* Now you’re thinking: “Cool!”

ToyotaPartsAndService.com

©2014 Toyota Motor Sales, U.S.A., Inc.

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Alexandria Toyota 3750 Jefferson Davis Highway Alexandria, VA 22305 Toll Free: 800-766-9767 Phone: 703-836-8476 Fax: 703-684-3468 www.alexandriatoyota.com

Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

Koons Tysons Toyota 8610 Leesburg Pike Vienna, VA 22182 Phone: 703-790-8310 Fax: 703-356-9081 www.koons.com

Checkered Flag Toyota 5301 Virginia Beach Boulevard Virginia Beach, VA 23462 PH: 757-687-3443 FAX: 757-687-3437 www.checkeredflag.com

Ourisman Fairfax Toyota 10441 Lee Highway Fairfax, VA 22030 Toll Free: 800-626-2236 Direct: 703-273-2236 Fax: 703-385-8411 fairfaxparts@ourismanva.com www.ourismanva.com

Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465

Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361

dthompson@youngertoyota.com

roy.easter@koons.com

May 2017

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Mark Schaech, Jr.

(410) 358-5155 mark@marksbodyshop.com

PRESIDENT’S

MESSAGE RIGHT IS RIGHT

I can’t help but worry about how the majority of collision repair shops are handling the latest vehicle structures and technology. I know there is more scanning going on due to OEM position statements (and that is great), but we need to be sure to capture all of the OEM requirements only found in each specific vehicle’s repair manual. We know we need to scan vehicles before repairs and clear faults after the work is completed, but we also need to know when a recalibration is needed for a collision avoidance system (e.g., forward crash warning). We may sublet a windshield replacement, but it is our responsibility as collision repairers to know when a forward crash warning system needs to be recalibrated due to that procedure. We may clear faults in the lane departure warning system, but that doesn’t mean the system is reading at the correct angles determined by the manufacturer.

Specific targets are required to make such a calibration.

It’s also worth mentioning that a lot of the conversation has surrounded aluminum repairs and scanning, but each vehicle is vastly different and has its own repair manual that must be followed.

Repairs as common as a rear body panel replacement on a new Honda Civic may require MIG brazing due to the 1,500 MPA,

ultra high-strength steel rear frame rails. How would you know that without doing the research? You can’t just repair vehicles the way you always have. The game is changing so incredibly fast. I get that cycle time is important to most shops, but we are spending as much time reading body repair manuals as we are actually making repairs these days. Just like a service department, we should be using the repair manuals from the beginning to the end of each job. Repair information is being updated frequently and can literally change overnight! We have no choice but to stay on top of what’s going on in the repair world.H&D

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

Here is my contribution to the legislative efforts.

P.O. Box 3157 • Mechanicsville, VA 23116

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

______________________________Email:

Donation Amount: Check Enclosed

$50

$100

____________________________________________ $500

Other ________________

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

Name on Card: ______________________________Signature: __________________________________ 44

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Superior service starts with superior parts.

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

Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you

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

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

May 2017

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Wheel Collision Center

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ADVERTISERS’ INDEX Alexandria Toyota ........................41 AP Media ......................................39

Audi Group....................................21

Axalta Coating Systems................IFC

BMW Group ..................................24-25 BMW of Fairfax ............................3

CAPA ............................................8

Chesapeake Automotive Equipment 40 Crashmax Equipment ..................39 DJS Fabrications ..........................27 Empire Auto Parts ........................41 Ford Group ..................................11

Future Cure ..................................23 GM Parts Group............................7

Help Wanted ................................15 Honda Group ................................37

Hyundai Group..............................35 Koons Ford ..................................28 Malloy Hyundai ............................17 Mazda Group ................................45 MINI Group ..................................20 Mitsubishi Group ..........................19 Mopar Group ..................................28

Nissan Group................................42 Nucar ............................................9

O’Donnell Honda ..........................40

Packer Norris Parts ......................IBC P&L Consultants ..........................31 Polyvance ....................................4

Porsche Group..............................29

PPG ..............................................OBC Reliable Automotive Equipment....33

Safety Regulations........................46 Subaru Group ..............................42 Toyota Group ................................43 VW Group ....................................36

Wheel Collision Center ................46

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