Hammer & Dolly May 2018

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May 2018 Volume 12, No. 5 $5.95

www.wmaba.com

LABOR RATE SURVEY PART 2: What You Likely Already Knew, and You’re Not Alone

OFESSION PR EPAIRER AL R

WMABA at

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Changes at CAPA

SCRS Awards Recap www.grecopublishing.com

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SURVEY TAKERS REVIEWED A NUMBER OF QUESTIONS THAT RELATE TO THEIR DAILY BUSINESS. Turn to page 32 for their insights.

CONTENTS May 2018

32 COVER STORY LABOR RATE SURVEY PART 2: WHAT YOU LIKELY ALREADY KNEW, AND YOU’RE NOT ALONE

More critical information revealed.

BY KRISTEN DALLI

NATIONAL NEWS 20 INTERTEK ENTERS INTO AGREEMENT TO OPERATE CAPA CERTIFICATION PROGRAM The new face of parts certification.

BY KRISTEN DALLI

24 SCRS AWARDS RECAP Industry supporters honored in Denver.

DEPARTMENTS 6

NATIONAL FEATURE BY JOEL GAUSTEN 26

WMABA BRINGS NATIONAL-LEVEL EDUCATION TO NORTHEAST® The association hits New Jersey.

27 GENERAL MOTORS ANNOUNCES NEW CERTIFICATION PROGRAM

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REAL RIVETING & BONDING 16

28 AVOIDING LIABILITY THROUGH OEM DIAGNOSTIC PROCEDURES THE COST AND COMMITMENT OF CERTIFICATION PROGRAMS A WALK THROUGH LEGAL LANDMINES 29 MIKE ANDERSON’S FOUR STEPS TO BETTER NEGOTIATIONS

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Calendar of Events Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER WMABA Sponsorship Page

What’s WMABA Up To? WMABA Membership Application WMABA Golf Outing Reminder Advertisers’ Index

Stock Images © www.istockphoto.com

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS CLASS LISTINGS May 2, 2018

May 16, 2018 WMABA Golf Outing - 1:00pm Shotgun Start Heritage Hunt Golf Club Gainesville, VA For more information, see page 27 or visit wmaba.co m

REPLACEMENT OF STEEL UNITIZED STRUCTURES

FinishMaster, Springfield, VA

May 3, 2018

CORROSION PROTECTION

FinishMaster, Fredericksburg, VA MEASURING

Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES

Gaithersburg High School, Gaithersburg, MD FULL-FRAME PARTIAL REPLACEMENT

James Rumsey Technical Institute, Martinsburg, WV

May 8, 2018

UNDERSTANDING THE CYCLE TIME PROCESS

Tidewater Community College, Chesapeake, VA

May 10, 2018

SECTIONING OF STEEL UNITIZED STRUCTURES

Gaithersburg High School, Gaithersburg, MD STRUCTURAL STRAIGHTENING STEEL

RMS Pro Finishes, Charleston, WV

SQUEEZE-TYPE RESISTANCE SPOT WELDING

RMS Pro Finishes, Charleston, WV

May 15, 2018

AUTOMOTIVE FOAMS

Tidewater Community College, Chesapeake, VA

May 16, 2018

STRUCTURAL STRAIGHTENING STEEL

FinishMaster, Springfield, VA

May 17, 2018

PLASTIC & COMPOSITE REPAIR

Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD

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May 2018

STRUCTURAL STRAIGHTENING STEEL

Gaithersburg High School, Gaithersburg, MD

May 23, 2018

WHEEL ALIGNMENT & DIAGNOSTIC ANGLES

Tidewater Community College, Chesapeake, VA

May 24, 2018

PLASTIC & COMPOSITE REPAIR

Fairfield Inn & Suites, Easton, MD

VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW

Frederick Co. Career & Tech, Frederick, MD

May 26, 2018

FULL-FRAME PARTIAL REPLACEMENT

McClintic Public Library, Marlinton, WV

May 29, 2018

ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT

Tidewater Community College, Chesapeake, VA

June 6, 2018

AUTOMOTIVE FOAMS

Fairfield Inn & Suites, Easton, MD

June 7, 2018 MEASURING

Tidewater Community College, Chesapeake, VA

June 12, 2018

STEERING & SUSPENSION DAMAGE ANALYSIS

Tidewater Community College, Chesapeake, VA

June 13, 2018

SQUEEZE-TYPE RESISTANCE SPOT WELDING

FinishMaster, Springfield, VA

June 19, 2018

PLASTIC & COMPOSITE REPAIR

Tidewater Community College, Chesapeake, VA

June 21, 2018

STEERING & SUSPENSION DAMAGE ANALYSIS

FinishMaster, Fredericksburg, VA

SQUEEZE-TYPE RESISTANCE SPOT WELDING

Tidewater Community College, Chesapeake, VA

June 26, 2018

ADHESIVE BONDING

Tidewater Community College, Chesapeake, VA

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD

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

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE WMABA SCORES WITH COLLISION P.R.E.P.!

Recently, I was having a great chat with a shop owner from New England about the current state of affairs in the industry when he hit me with one of the strongest statements on this profession that I’ve ever heard: “They say there’s strength in numbers. That’s true, but those numbers need to be educated.”

In March, WMABA joined forces with the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) to do exactly that at the 2018 NORTHEAST® Automotive Services Show at the Meadowlands Exposition Center in Secaucus, NJ. Presented by AASP/NJ for more than four decades, NORTHEAST offers three days of the very best tools, equipment and training/networking opportunities available at a regional event. This year, WMABA stepped up its involvement at the show in a huge way by developing the inaugural Collision P.R.E.P. (Professional Repairer Education Program).

An ambitious undertaking overseen by WMABA Executive Director Jordan Hendler and her team, Collision P.R.E.P. provided national-level education that aimed to arm attendees with the information and tools necessary to successfully navigate an ever-changing industry. The program’s many highlights included presentations

WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER

SECRETARY

IMMEDIATE PAST PRESIDENT

OFESSION PR EPAIRER AL R

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Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins whawkins@mybmwannapolis.com 410-349-2578 Barbara Chase barbara@siskautobody.com 301-855-5525 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. mark@marksbodyshop.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

ADMINISTRATION

Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200

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

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by Mike Anderson (Collision Advice), regular Hammer & Dolly contributor Keith Manich (ATI), Texas-based attorney Todd Tracy (who brought along the actual cars used in his recent crash tests in California for their first-ever public display) and special industry panel discussions on OEM certification and diagnostics, calibrations and programming.

To say that Collision P.R.E.P. was a tremendous success would be an understatement.

The classrooms were packed (with several being standing-room-only), while several collision repair professionals traveled from far beyond the East Coast to take in what these special discussions had to offer. I had the pleasure of speaking with a shop owner who flew in from Salt Lake City with his wife to attend Mike Anderson’s course and experience the “Take Back Your Business: A Legal Guide” panel featuring Larry Montanez of P&L Consultants, Erica Eversman of Vehicle Information Services and Ed Kizenberger of the Long Island Auto Body Repairmen’s Association/The New York State Auto Collision Technicians Association.

Of course, it wasn’t just established pros who received a great learning experience.

NORTHEAST Platinum Sponsor BASF made a substantial impact this year by hosting a special Friday-afternoon “Industry Innovators” Luncheon that paired industry celebrities KC Mathieu (KC’s Paint Shop), Jonathan Goolsby (Goolsby Customs) and Troy Spackman (Legacy Innovations) with repair/service students from the New York area.

As BASF Marketing Services Manager Tina Nelles told me after the show, “Providing students and young professionals access to some of the industry leaders and success stories helps to inspire new talent. ‘Industry Innovators’ is a unique insight into what it really takes to be successful in the trades – and in collision repair specifically.”

If you made it to NORTHEAST, I hope you enjoyed an experience you will never forget. If you missed out on the festivities, I hope to see you in the Garden State next year!

In closing, I’d like to congratulate Society of Collision Repair Specialists (SCRS) Executive Director and past WMABA Board member Aaron Schulenburg, who received this year’s AASP/NJ James Moy Memorial Award for Dedication to the Automotive Repair Industry at a special ceremony held at NORTHEAST on March 16! H&D

May 2018

WMABA would like to thank the following companies for making Collision P.R.E.P. possible: Level 1 Sponsors – AkzoNobel, Axalta, BASF, Blue Ridge Color Co. Inc., Caliber Collision Centers, Chesapeake Automotive Equipment, the Certified Automotive Parts Association (CAPA), Hertz, Packer Norris Parts, PPG, Reliable Automotive Equipment, Inc. and Sherwin-Williams Automotive Finishes. Level 2 Sponsors – Automotive Training Institute (ATI), FinishMaster, Mid-Atlantic Paint & Supply, National Coatings & Supplies and WheelsOnsite.

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR

OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Kristen Dalli kristen@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 © 2018 Thomas Greco Publishing, Inc.

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

Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.

•

Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.

•

Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.

•

Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers.

No other supplier comes close.

Helping you do business is our business. Order Audi Genuine Parts from these select dealers.

Audi Arlington 3200 Columbia Pike Alexandria, VA 22204 703.739.7490 Fax: 703.684.8420

Audi Bethesda 5206 River Road Bethesda, MD 20816 Parts Direct: 240.762.5636 Parts Fax: 301.718.1847 www.audibethesda.com

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

Audi Virginia Beach 2865 Virginia Beach Boulevard Virginia Beach, VA 23452 Toll Free: 800.277.2122 Parts Direct: 757.687.3483 Fax: 757.687.3490 www.checkeredflag.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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EXECUTIVE DIRECTOR’S

MESSAGE NORTHEAST® COLLISION P.R.E.P. HITS BIG There hasn’t been education this big in the eastern US. in, well, forever. With over 30 presenters giving 17 sessions filled with information for repairers, there were more than 200 participants in the debut of Collision P.R.E.P. (Professional Repairer Education Program) looking to get as much advancement for themselves and their businesses as possible. This education event is something that I – and all the WMABA leadership – are very proud of.

Working with the Alliance of Automotive Service of New Jersey’s leadership for the NORTHEAST Automotive Services Show, WMABA’s endeavor to pull national-level speakers into this regional event was an undertaking they were happy to fulfill.

While most sessions centered around a management theme, there were numerous sessions built around the technician, estimator and other positions of the repair shop. Also, there was the dynamic presentation on shop liability for repair methods made by Todd Tracy, a name we are all becoming increasingly familiar with. If you’re not familiar, get to Google! Our favorite hometown man, Mike Anderson, put on two sessions about estimating best practices and “Writing it Right,” along with his endearing and very inspiring life nuggets to live by. He

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

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Left to right: Lauren Spanogle, Brandon Reese, Jordan Hendler, Lizzy Clarke

certainly delivered motivational material that was simultaneously educational.

A surprise standout was Danny Gredinberg from the Database Enhancement Gateway (DEG: degweb.org), who enlightened attendees with insights to estimating challenges and opportunities to catch gaps or missed operations. He included many tools that estimators can utilize to bring in additional revenue simply by understanding their systems and repair processes better.

The OEM Certification panel was a big draw, with standing room only, and was led by industry certification managers, OEMs and standout repairers who enlightened the audience with hurdles faced when considering adding a program into a repair facility. Considerations you should make when it comes to your business culture, training and the equipment are just part of it.

Looking at relationships with dealers, insurance companies, shop marketing and the customer experience are also necessary to identify in the process.

We had such fun – once the ball was rolling – seeing the attendees find real excitement from the sessions. They seemed energized – and maybe even revitalized – to go back to their businesses and make positive change happen.

There was no doubt about it, the entire program was a success! Here’s to hoping next year finds more and more of you making that short trip to enjoy the same result: A better and more well-rounded understanding of the current and future industry information available for the advancement of your business. H&D

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

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WMABA THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2018!

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

LEVEL 2 Automotive Training Institute • Certified Automotive Parts Association

www.wmaba.com

FinishMaster • Mid-Atlantic Paint & Supply National Coatings and Supplies • WheelsOnsite

May 2018

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Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

Porsche Bethesda 11990 Rockville Pike North Bethesda, MD 855-683-3144 Fax 301-945-4341 bethesda.porschedealer.com

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

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

Š 2018 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.

Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.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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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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May 2018

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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2018 GOLF OUTING MAY 16, 2018 Shotgun Start at 1:00pm 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/

May 2018

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THERE HAS NEVER BEEN A BETTER WAY TO BUY THE WORLD’S BEST ENGINEERED PARTS. THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: BMW of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 mybmwannapolis.com

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BMW of Fairfax 2805 Old Lee Highway Fairfax, VA 22031 800-879-2269 Fax: 703-641-8562 bmwoffairfax.com

May 2018

BMW of Sterling 21826 Pacific Blvd.

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

BMW of Alexandria 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com

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

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Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com

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

Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com

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

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NATIONAL

NEWS Intertek Enters into Agreement to Operate CAPA Certification Program Intertek – a leading Total Quality Assurance provider – has entered into an exclusive agreement with CAPA (the Certified Automotive Parts Association) to run its aftermarket certification program around the world. The deal allows Intertek to take over CAPA’s daily operations, perform marketing activities, conduct testing and inspection services and administer certification marks and labels. Intertek has over 26 years of experience in the aftermarket parts industry, serving as a testing and validation partner to CAPA. For over 30 years, CAPA’s rigorous certification program has approved over 92 million aftermarket parts for further use.

An Intertek company news release calls the new agreement a “compelling opportunity for the Group to expand the CAPA testing program so that it encompasses a wider range of replacement parts and regions where no formal process currently exists to assure the suitability and quality of automotive replacement products.”

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Big changes for the aftermarket.

BY KRISTEN DALLI

Amidst news of the agreement, CAPA Executive Director Jack Gillis announced his retirement from the company. Nonetheless, Gillis believes joining forces with Intertek is the start of great things to come for the industry.

“At CAPA, our priority has always been to ensure that the market has access to highquality, fairly priced, alternative parts that provide the same functionality as a car company brand part,” he offered in an official statement. “Our partnership with Intertek has set the stage for the logical transition of CAPA’s program management to this highly respected, international testing company. Intertek’s extensive experience with CAPA, CAPA manufacturers and automotive testing and certification will enable them to significantly grow the program while manufacturers and the marketplace will notice few outward changes.”

In a press statement of his own, Intertek Senior Vice President Tim Hubbard was equally as enthusiastic about the new venture.

“We are delighted to have entered into this agreement with CAPA, an organization which has long been the leader in certifying aftermarket automotive parts and providing peace of mind to customers. Intertek is committed to providing comprehensive services for all segments of the automotive industry, including aftermarket parts manufacturers. We look forward to leveraging our experience and global reach to build on CAPA’s legacy while taking the program to new heights with increased speed to market and enhance industry relationships, utilizing our Assurance, Testing, Inspection and Certification solutions.”

Intertek currently has a network of over 1,000 laboratories and employs over 42,000 people in more than 100 countries. For more information, visit Intertek.com/automotive. H&D

Wheel Collision Center

Excellence in Wheel Sales and Repair

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100% WHEEL INTEGRITY • From $75/wheel • Sales/Exchange • Superior Workmanship

• Tested Process • Guaranteed Lifetime Warranty!

NEW 2018

ONLINE OEM WHEEL CATALOG Stocking THOUSANDS of refinished wheels!

7286 Penn Drive, Bath, PA 18014

www.wheelcollision.com

1.800.292.RIMS (7467) May 2018

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When it comes to parts certification, fit is just the beginning.

You may be able to eyeball a replacement part and tell if it will fit or give you a hard time.

But it’s impossible to look at a part and determine if it’s galvanized, made of the correct material, or even if the welds are all correctly positioned.

But it’s impossible to look at a part and determine if it’s galvanized, made of the correct material, safe, or even if the welds are all correctly positioned. CAPA created the industry’s first-ever auto crash part testing and certification program over 29 years ago to eliminate all doubt. To provide the gold standard for quality replacement parts for everyone whose livelihood depends on quality repairs.

TM

CAPA Certified parts. The only replacement parts good enough to earn the yellow and blue CAPA Quality Seal. That’s always a good fit.

If it isn’t CAPA Certified, it isn’t a genuine replacement part. capacertified.org

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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

Sheehy Nissan of White Marsh 8115 Belair Rd. Nottingham, MD 21236 Parts: 443-270-9001 Parts Fax: 443-270-8993 wmparts@sheehy.com sheehynissanofwhitemarshparts.com

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Honoring colleagues and supporters.

NATIONAL

NEWS Society of Collision Repair Specialists (SCRS) Corporate Member Recognition & Awards Luncheon

April 11, 2018 Westin Westminster – Westminster, CO

The 2018 SCRS Board of Directors. Left to right: Andy Dingman, Domenic Brusco, Amber Alley (treasurer), Trace Coccimiglio, Dave Gruskos, Michael Bradshaw (director at large), Bruce Halcro (secretary), Paul Sgro, Tim Ronak, Kye Yeung (chairman), Jeff Kallemeyn and Brett Bailey (vice chairman). Not pictured: Matthew McDonnell

SCRS Treasurer Amber Alley presented the SCRS Collision Industry Non-Individual Service Award to John Yoswick (pictured, CRASH Network) and Mike Anderson (Collision Advice) for their work in conducting the “Who Pays for What?” industry surveys.

Collision Industry Foundation (CIF) Trustee Jeff Wildman (BASF) presented the SCRS Humanitarian Award to CIF President Bill Shaw (PPG, left).

SCRS thanked its Corporate Members for making the association’s work possible.

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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.

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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 2018

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NATIONAL

FEATURE WMABA Brings National-Level Education to

20 2017 201 OFESSION PR EPAIRER AL R

Thanks to the official NORTHEAST debut of the Washington Metropolitan Auto Body Association (WMABA)-presented Collision P.R.E.P. education series, this year’s show boasted the most extensive training schedule in the event’s 40-plus year history.

ED

U C AT I O N PROGRA M

WMABA Executive Director Jordan Hendler with Todd Tracy (left) and AASP/NJ President Jerry McNee

26

May 2018

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A regional legend expands.

“The NORTHEAST show has the closest proximity and best industry relationships for us to build the Collision P.R.E.P. education series for our membership region and beyond,” says WMABA Executive Director Jordan Hendler.

“While it was a bit of a commute from our region, numerous shops came in from as far as Oregon to participate in the seminars!”

Throughout the weekend, industry members from across the country filled every available seat – and even stood when the rooms got full – to take part in WMABA’s comprehensive educational slate.

“It was apparent that this education is both needed and wanted,” Hendler says. “The entire program was well-attended, and a few standouts were even standing-room-only! The attendees highly praised the information – and inspirations – they received. Everything from estimating tips to management of documentation to negotiations were addressed, with special attention given to life skills and aligning your business with liability in mind.”

“It was great to see WMABA partner with AASP/NJ to help educate our industry,” offers WMABA Secretary Phil Rice, who traveled up from Roanoke, VA to support his association’s work at the show. “I think the thirst of knowledge that’s out there was abundantly clear; we had a phenomenal turnout for every seminar that was presented. Collision P.R.E.P. helped attendees better understand what it takes to be a professional business that also happens to fix cars.”

Speaking with Hammer & Dolly from the road more than a week after the show, Collision P.R.E.P. presenter and WMABA mainstay Mike Anderson (Collision Advice) was still receiving strong feedback on the two “Write it Right, with Life Nuggets to Live By” courses he gave during the weekend.

“I’ve already had five conference calls today with people who were in my classes and wanted some follow-up time! I’ve also received at least 20 emails. It shows you that people were engaged at the show; they were very interactive and asked a lot of questions.”

Additionally, Anderson was quick to note this year’s dramatic increase in attendance, which AASP/NJ confirms was 20 percent higher than 2017.

“I saw people at NORTHEAST this year that I’ve never seen there before, especially from the WMABA area. I thought it was great that there were people from down South and other parts of the country who attended. The outreach has definitely grown; it’s more than just people from the Northeast region who come to the show.”

While every Collision P.R.E.P. class drew enthusiastic crowds, Todd Tracy’s “Anatomy of a Lawsuit – Crash Testing for Evidence” was quite

General Motors Announces New Certification Program

On March 17 during the 41st Annual NORTHEAST ® Automotive Services Show in Secaucus, NJ, General Motors took to the Collision P.R.E.P. (Professional Repairer Education Program) Free Stage to publicly reveal critical details of its new collision repair network certification program for the first time anywhere.

“We’re looking at a comprehensive program that is going to really take into account a lot of aspects that aren’t measured today with OEM certifications,” shared GM Collision Manager John Eck. “It’s an exciting time at General Motors, [and] it starts with a focus on our customer.

GM’s John Eck Everything we’re doing and everything we want to do is about our customers, safety and a focus on a safe, proper repair for GM vehicles.”

The program will extensively track (among other things) shops’ emphasis on performing proper scanning and calibrations and adhering to OEM repair procedures. Each participating shop will be given a “shop score” based on their performance in these areas.

“Shops will have the ability to measure [and] see the transparency of the metrics that we’ll have.

You’ll be able to see why your score is where it is, understand what those KPIs are that we’re looking for and how you can influence those to drive your own score at the shop up or down…The shop score is what’s going to drive how you’re going to be integrated within General Motors. We’re not stopping at just shop certification or a network; we’re integrating this completely into GM and [partners such as] OnStar.”

Additionally, Eck announced that GM has enlisted Mitchell International for network management to provide IP solutions for customers.

“There are a lot of things that Mitchell may or may not do today…There is room for other players in this space. We don’t think it’s just one company; we think there’s multiple players.”

Real Riveting & Bonding

Vehicle repair is not getting any easier, so there needs to be a greater understanding of the operations and procedures utilized on today’s advanced automobiles. To help his industry peers along on this journey, Collision P.R.E.P. presenter Dave Gruskos (Reliable Automotive Equipment) offered “Riveting and Bonding, and Other Repair Operations & Procedures,” a seminar that provided background information on the different joining methods used in production and workshop repair (and the advantages/disadvantages of each) and how the materials used in the Dave Gruskos (Reliable production of a vehicle determines the methods used in joining during Automotive Equipment) collision repair.

As Gruskos made clear in his presentation, a safe repair depends on technicians understanding that there are only two ways to perform a repair – right and wrong.

“The proper rivet is very important. Don’t buy rivets aftermarket… We [see] rivets all the time that get X-Rayed that people bought in the aftermarket, and the rivet has already failed.”

In his mind, there is no wiggle room left for repairers to stray away from using OEM-approved tools and methodology.

“Everybody looks at the big [Todd] Tracy lawsuit [and thinks], ‘This is not going to happen to me’… Believe me, when any group of people see that kind of monetary number given out, it’s going to expand throughout our industry.”

possibly the most talked-about event of the weekend. In addition to presenting a no-holdsbarred overview of his $42 million win against John Eagle Collision of Dallas, TX for performing improper repairs, he discussed the results of the crash tests he had performed late last year at KARCO Engineering, a National Highway Traffic Safety Administration (NHTSA)-approved testing facility in Adelanto, CA. The first vehicle involved in the crash test was an undamaged and unrepaired 2010 Honda Fit that had never been in an accident, while the second vehicle was a

2009 Honda Fit that had an aftermarket windshield installed and a roof that was bonded using 3M 8115 adhesive instead of welded on as recommended by the OEM – the same procedures performed on his clients’ vehicle. The third vehicle was a 2013 Honda Fit with the hood, left and right fenders, radiator support, bumper reinforcement bar, left/right hood hinges and windshield replaced with non-OEM-approved parts.

“On the aftermarket parts [vehicle], there were 13 inches [of pass-through] of the front right

May 2018

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Avoiding Liability through OEM Diagnostic Procedures

On March 17, WMABA’s Collision P.R.E.P series at NORTHEAST® welcomed moderator Michael Quinn (AirPro Diagnostics) for the panel “Diagnostics, Calibrations and Programming: Understanding Shop Liability in this New Era and How to CYA!” Participants in the 90-minute discussion included Chuck Olsen (AirPro Diagnostics), Aaron Clark (Assured Performance Network), Paul Sgro (Lee’s Garage), Larry Montanez (P&L Consultants), Greg Potter (Equipment and Tool Institute) and Bob Gruszczynski (VW/Audi America).

If there was an overriding takeaway from the presentation, it was that the industry at-large needs to do more to research and perform OEMrecommended or required procedures.

“The car manufacturers we work with issued position statements [on scanning] in 2016,” explained Clark. “One year later, I think CCC reported that 2.2 percent of body shops have responded with the affirmative that they’re now making that part of their process.”

Additionally, Clark noted that automakers will approve their specific OEM diagnostic tools “in all cases.”

Montanez didn’t mince words in echoing Clark’s support of utilizing OEM-endorsed methods.

“I’m still at a loss for words [on] why nobody wants to spend $25 for the day to go to the OEM and get the source, but they’ll pay for a third-party Aaron Clark of Assured service that provides some information…We as an Performance Network industry are so ignorant, lazy and cheap that we don’t want to go to the OEM to look up the information and read it, but we’ll go ahead and get some third-party provider and say, ‘Well, I couldn’t find it, so it doesn’t exist.’”

He also recommended that post-repair test drives be performed to help ensure vehicle functionality.

“You have to make sure the car’s properly operational. It’s your liability; it’s up to you. You did the repairs.”

Shops across the country are looking at OEM certification programs as a way to elevate their standing in the market, but are these facilities truly up to the challenge?

Moderated by Gary Wano, Jr. (GW & Son Auto Body), the Collision P.R.E.P. panel “Becoming a Certified Repairer and Understanding the OEM Repair Procedures” aimed to answer this question through a discussion with industry experts including WMABA Vice President Bill Hawkins (BMW of Annapolis), Past WMABA President Barry Dorn (Dorn’s Body & Paint), Dave Gruskos (Reliable Automotive Equipment), Aaron Clark (Assured Performance Network), Larry Montanez (P&L Consultants) and Mark Allen (Audi USA).

First and foremost, Hawkins urged attendees to give serious thought to whether going the certification route would justify the time Collision P.R.E.P. and expense necessary to make a successful panelist Barry Dorn

transition at their businesses.

“You have to look at factors like whether the manufacturer charges for ongoing training. You have the cost of getting your tech there, and you have the cost of getting a hotel…You have to look at how many units in operation you have in your marketplace to determine whether that makes financial sense for you.”

Addressing the financial side of getting a shop ready for certification, Montanez noted that repair facilities should expect to make a $250,000 investment in many cases just to get off the ground, adding that “each program that adds on becomes a little bit cheaper as you go along, because there is a lot of reciprocity between equipment.”

In addition to finding the right equipment, shops are obligated to undergo extensive education.

“Training is all about preparation before you go,” advised Dorn. “If you don’t prep before you go, you’re not going to win at this game.

“It’s an extremely stressful environment. It’s not that the OE wants to create that; it’s just that you’re expected to do things that you wouldn’t normally do. You have to get out of your comfort zone. When that happens, you can do some great things and you’ll learn more than you ever thought you would.”

The Cost and Commitment of Certification Programs

A Walk through Legal Landmines

“‘Recommended’ by the manufacturer in fact means that you have to do it this way… No one cares what your opinion is.”

This quote by Larry Montanez (P&L Consultants) was one of many powerful statements made during “Take Back Your Business: A Legal Guide,” a Collision P.R.E.P. panel that put the well-known industry educator next to Erica Eversman (Vehicle Information Services) and Ed Kizenberger (The Long Island Auto Body Repairmen’s Association/The New York State Auto Collision Technicians Association) for an extensive – and often very frank – overview of the litigious side of collision repair. Of the subjects explored during the March 16 gathering, the Assignment of Proceeds clearly dominated the majority of the discussion.

“The Assignment of Proceeds is really a separate contract [in which] your customer is giving you the right to stand in their shoes to collect what has not been properly paid by the customer’s insurance company in exchange for allowing the customer to not have to pay in full [at] that moment so that you will release the lien that you properly have for repairing the vehicle,” Eversman explained.

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May 2018

Kizenberger added that an Assignment of Proceeds in collision repair is a vastly different process than those found in other industries.

“If you were to go to a hospital in New York State, one of the documents they thrust in front of you is an assignment, but it’s different. In our industry, you’ve got to fix the car, realize there’s a short fall and then you get the customer to sign it.”

With the industry now a place where shops Industry attorney can get a multimillion-dollar verdict against them Erica Eversman for performing improper repairs, Eversman cautioned attendees to not rely on an insurance partner to support them if they find themselves in legal trouble after performing a non-OEMrecommended repair that later harms the consumer.

“Do not assume that because you are a DRP for an insurance company that they’re going to have your back. You are the first thing they will throw under the bus.”

HD0518.qxp_Layout 1 4/16/18 11:14 AM Page 29

Left: Myah Krieps, daughter of WMABA Board member Steven Krieps, took home a gift card from Toys “R” Us after winning the coloring contest hosted by NORTHEAST ® exhibitor PPG. Right: WMABA Vice President and Collision P.R.E.P panelist Bill Hawkins

occupant,” Tracy told the audience. “There were 12 inches on the adhesive roof [vehicle], and there were eight inches [on the OEM test vehicle] – which is what the manufacturer wants. The difference between eight and 13 [is] 67.5 percent.

There’s supposed to be a five percent variability.

Five.” (The complete results of Tracy’s crash tests are available via Google Drive at drive.google. com/open?id=1Q7JOm7aldtz0auus91cHY9iJT QZ6vnQm.) As soon as he returned to work from his NORTHEAST experience (which included serving on the Collision P.R.E.P. industry panel on OEM certification), WMABA Vice President Bill Hawkins (BMW/MINI of Annapolis) shared the PowerPoint file of Tracy’s presentation with his repair team.

“I told my technicians, ‘This is the level of detail that your work is going to be subject to and how it’s going to be scrutinized.’ It isn’t just about me being picky as a manager; this is about the fact that we’re going to see our work being reinspected more than ever before, because the situation has been monetized now. We have to

Mike Anderson’s Four Steps to Better Negotiations

follow the OEM procedures and put the vehicle back together like someone’s going to take it apart tomorrow.”

Rice was another attendee blown away by what Tracy had to say.

“Todd Tracy has been the biggest and brightest breakthrough that the collision industry has had in 25 years. The way he handled that case before, during and after has really created a resurgence of what it takes to properly fix today’s vehicles. My hat’s off to him for taking the time out of his schedule to tell us in advance how he’s going to come after us in court if we don’t do it right! The championship prize fighter let us into his locker room and said, ‘Here’s my strategy to beat you.’ How often does that happen?”

WMABA Board member Steven Krieps, who traveled from West Virginia with his wife, Danielle, and his three children to attend NORTHEAST for the first time, walked away a more knowledgeable collision shop manager as a result of the Collision P.R.E.P. events he was able to see.

Anyone who’s ever attended a seminar by Mike Anderson of Collision Advice knows how invigorating and inspiring his talks make them feel. On March 16 and 17, he brought his unique voice to NORTHEAST for two “Write it Right, with Life Nuggets to Live By” seminars as part of WMABA’s Collision P.R.E.P. series. In both sessions, the former shop owner and longtime industry consultant offered invaluable perspectives on how shops can improve negotiations with insurers and receive the compensation they deserve.

In Anderson’s mind, the first rule of successfully getting what you want is realizing that your opinion “don’t mean jack!” To adequately deal with carriers, Anderson suggested that shops focus their energies on things they can document and verify. As a reference, he provided the four most important questions – which, interestingly enough, were originally found in State Farm’s corporate training manual – that every shop should ask before attempting to receive insurer compensation for the work they perform:

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May 2018

“The best thing about the show was getting together with like-minded people who are fighting the same battles that I am and getting different perspectives on things. Let’s face it – no one gives you a manual on all aspects of collision repair. If you're not actively searching for proper and helpful information, you may never find it.”

While the various educational events that comprised Collision P.R.E.P. made for an unforgettable time for attendees from the WMABA region and beyond, perhaps the greatest thing about NORTHEAST was seeing the association work side by side with their peers in AASP/NJ to create something truly extraordinary.

“In years past, we didn’t see associations do a lot of work together,” observes Rice. “Now, we’re seeing them understand the power of numbers. When we lock arms in unity, our impact is phenomenal.” H&D

Is what you’re asking for 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?

(Minimum of .1 or $1)

Mike Anderson (Collision Advice)

“If we remove the emotions and we stick to the facts – and these four questions – we will get paid more!” he said.”

May 2018

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

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

Crown MINI 8710 West Broad Street Richmond, VA 23294 804-527-6860 fax: 804-965-6254

MYMINIANNAPOLIS.COM

MINIOFSTERLING.COM

MINIOFALEXANDRIA.COM

MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879 Parts: 240-238-1204 Parts fax: 240-238-1493

MINIOFMONTGOMERYCOUNTY.COM

CROWNMINI.COM

© 2018 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

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May 2018

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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

May 2018

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

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Shops answer big questions.

COVER STORY

BY KRISTEN DALLI

LABOR RATE SURVEY PART 2: What You Likely Already Knew, and You’re Not Alone In last month’s Hammer & Dolly, we explored the results from

Part 1 of WMABA’s Sixth Annual Labor Rate Survey. In addition to

the facts and figures in each region, the Survey asks participants to

answer questions about their daily operations, insurer/shop

relations and employee benefits. The results of these questions are

represented in this month’s feature. As has become customary with

the Survey, it’s important to look at these results and reflect on your

own experiences (as well as how they affect the industry

at-large).

WHICH BENEFITS DO RESPONDING BUSINESS OWNERS PAY FOR? Health Insurance Dental Insurance Vision Insurance Long-term Disability Life Insurance Paid sick leave (after a set period) Paid vacation (after a set period) Personal leave (after a set period) 401K or retirement program Performance Bonus Yearly cost of living increase(s) 32

May 2018

Yes, fully paid 3.23% 3.23% 3.23% 9.68% 16.67% 25.81% 77.42% 22.58% 22.58% 41.94% 3.45%

Yes, partially paid 64.52% 32.26% 25.81% 16.13% 10.00% 16.13% 9.68% 16.13% 29.03% 6.49% 3.45%

No 32.25% 64.51% 70.96% 71.19% 73.33% 58.06% 12.90% 61.29% 48.39% 51.61% 93.10%

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RESPONDENTS SHARE THEIR VIEWS ON STANDARD PROCEDURES

DO YOU BELIEVE THIS IS A REQUIRED OPERATION?

DO YOU CURRENTLY PERFORM THIS OPERATION?

“Tint” the color

86.11%

86.11%

“Materials” to tint the color

84.85%

84.85%

85.29%

79.41%

“Color, sand and buff” and/or denib surface blemishes

“Materials” needed to denib or buff a vehicle

90.00%

73.33%

To remove tape or painted stripes before refinishing

93.94%

87.88%

Feather, fill, block and prime on repaired panels

93.75%

90.63%

Feather, fill, block and prime on welded panels

93.55%

83.87%

93.75%

78.13%

“Mark-up” or “admin” on sublet (towing, upholstery, mechanical, pdr, etc.)

Disable and enable “interlock” devices to move vehicles

87.88%

72.73%

“Clips and fasteners” needed in the repair process

94.12%

91.18%

“Bagging” vehicle to “prime” and for “final refinish”

91.43%

94.29%

“Bag” opening to “prime” and for “final refinish”

90.63%

90.63%

“Bonding materials” in the repair process

91.18%

85.29%

“Undercoating,” installation and removal

91.18%

85.29%

“Structural foam,” installation and/or removal

93.75%

87.50%

“Check and test seat belts” being used in the accident

93.75%

59.38%

“Pressure test” cooling systems after front-end damage

93.55%

67.74%

“Prep raw plastic” when recommend by paint supplier

94.29%

88.57%

“Set up and pull” to access repairs

91.43%

88.57%

“Weld thru primer” and/or “cavity wax” when needed

94.12%

88.24%

Replacement of information labels, parts and labor

94.12%

91.18%

Removal and replacement of protective coatings

93.33%

76.67%

Reset memory functions (e.g., radio codes, sensors, etc.)

90.32%

67.74%

“Jig” rental when recommended by vehicle manufacturer

84.21%

47.37%

Repairing “weld burn, including grinding and prepping”

93.10%

75.86%

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COVER STORY HOW DO OUR SURVEY PARTICIPANTS FEEL ABOUT INSURER/SHOP RELATIONS? Do you believe insurers rate you on the use of alternative parts to OEM, such as used or aftermarket?

Do you feel many insurers try to control or insert themselves into the repair process, including selection of parts and repair methods used?

Do you have an insurer who requires you to order parts from a particular vendor or through a particular online procurement system?

Do you believe insurer reimbursement rates are fair to support adequate profit for continuing education, certifications and new equipment?

Would (or does) ordering parts or materials through a required third-party bidding system increase your cycle time and customer dissatisfaction?

Have you been told “you are the only one” who charges for what you feel is a legitimate, reasonable and necessary operation?

Do appraiser(s) tell you, “We can’t pay for that because it is against insurance company policy,” even though you knew it was a fair, reasonable and necessary item?

YES

90.9%

Do inadequate or poorly written estimates by insurance company representatives delay the repair process and cost your shop time and money while you rectify mistakes?

Do you feel appraisers intentionally omit vital processes in hopes the shop will not correct and amend the mistake, giving the insurer unfair financial gain?

Have you feared retribution from insurers if you charged for a job performed that you feel is fair, reasonable and necessary, but that they may not approve of?

Do you feel insurers are using their “power,” together with a weak economy, in an attempt to coerce shops into accepting less than a fair amount?

Have you experienced an insurer(s) who has declared a vehicle a total loss when you felt the vehicle was an easy, safe repair and the vehicle owner wanted it repaired, but did so because the insurer got a high salvage value?

Do you experience insurers retaining payment, but telling you that you are “holding the car hostage” when they had more than adequate time to issue payment?

Do you feel many insurers’ initial estimates lack proper repair procedures necessary to fix the car to pre-accident condition?

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May 2018

9.1%

97.0%

3.0%

75.8%

24.2%

15.2% 81.8%

84.8% 18.2%

90.6%

9.4%

96.9%

3.1%

Do you feel that after an insurer is notified, that two business days is an adequate time frame for an insurer to come to your shop to inspect, appraise the damage and provide an estimate?

100.0%

Is it your experience that a good portion of insurance company representatives will intentionally write “low ball” estimates that omit obvious visible damage?

NO

90.6%

Is it your experience that blending a panel takes

as long, or longer, than refinishing a new

undamaged panel?

Does it take more skill and materials to “blend”

a panel versus refinish a full panel?

Is “clean up” time necessary on most “LKQ” or

used parts?

Can you blend or melt clear coat within a panel

and give a lifetime warranty?

Is it necessary to pre-clean most vehicles prior

to entering the shop?

should you have the freedom of choice for your estimating system provider?

9.4%

Do you feel that modern vehicles (with boron steel,

93.8%

6.2%

68.8%

31.2% 15.6%

NO

90.9%

9.1%

93.9%

6.1%

97.0%

3.0%

3.0%

97.0%

81.8%

18.2%

97.0%

3.0%

96.9%

3.1%

93.8%

6.2%

78.1%

21.9%

90.6%

9.4%

70.0%

30.0%

32.3%

67.7%

Do used structural parts (e.g., quarter panel, hinge

pillar, rocker panel, radiator support and apron or

0.0%

YES

Given the advancements in system compatibility,

0.0%

100.0%

84.4%

SURVEY TAKERS REVIEW A NUMBER OF QUESTIONS THAT RELATE TO THEIR DAILY BUSINESS:

frame rails) take more “trim” time than new parts? structural aluminum, multiple airbags, collision

avoidance systems, laser welds, etc.) are more

difficult to work on than older vehicles without

those similar characteristics?

Do you feel colors on newer vehicles are more

difficult to match than those 5-10 years older?

Do rental car companies unnecessarily contact

you about the status of vehicle repairs, requesting numerous status reports and completion dates?

Would you prefer an itemized calculator for

materials based on a computer software program

(e.g., PaintEx, PMCLogic, etc.) versus

74.2%

25.8%

compensation based on current random

68.8%

31.2%

Have you been able to provide across-the-board

96.9%

3.1%

employees in the past five (5) years?

multipliers using an hourly rate?

increases in the pay and benefits of your

HD0518.qxp_Layout 1 4/16/18 11:14 AM Page 35

Universal frustration: Nearly 97 percent of respondents to this year’s

Survey informed us that they are told, “We can’t pay for that, because it is against insurance company policy,” even when the shops know the procedure to be reasonable – and, more importantly, necessary. Additionally, 100 percent reported that inadequate or poorly written estimates by insurance company representatives delay the repair process and cost their shops time and money while they rectify mistakes.

Some of the biggest changes from

last year’s Survey results are in

insurer/shop relations. In 2017, half of all

respondents indicated that an insurer

required them to order parts from a

particular vendor or online procurement

system. In just one year, that number

jumped to nearly 76 percent! Interestingly,

just over nine percent of participants in

last year’s Survey believed insurer

reimbursement rates to be fair to support

adequate profit for continuing education,

certifications and new equipment. This

year? That number rose to just over 15

percent. Another notable jump came from

the question, “Would (or does) ordering

parts or materials through a required third-

party bidding system increase your cycle

time and customer dissatisfaction?” Last

year’s Survey had 62 percent of

participants responding “yes,” while this

year’s results had nearly 82 percent of

respondents answering in the affirmative.

Perhaps the most frustrating – if not

the most common – thing for collision

repairers to hear from insurers is, “We

can’t pay for that, because it is against

insurance company policy,” even when

you know the procedure to be reasonable

– and, more importantly, necessary. In last year’s Survey, over 92 percent of

continued on page 40 May 2018

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36

May 2018

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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

May 2018

37

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

38

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

May 2018

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

HD0518.qxp_Layout 1 4/16/18 11:14 AM Page 39

Conquest your Mitsubishi parts needs!

Mitsubishi now offers Genuine OEM parts through our new “Opt-OE” parts program at discounted prices. See Mitsubishi’s Ultra-Conquest parts and prices in the Optional OEM Suppliers category of popular collision estimating systems.

Ultra-Conquest Collision Parts Program Highlights: • • • •

Discounted prices on quality new and unblemished OEM parts Automated price and part selection in collision estimating systems High parts availability Delivery to most major U.S. cities within 24 hours

• Available through all participating Northeastern area Mitsubishi dealers • Includes the majority of key collision components for select popular models • We can meet or beat aftermarket prices!

To find out more about Ultra-Conquest pricing contact your local Mitsubishi dealer.

For Genuine Mitsubishi parts, contact these authorized Mitsubishi Dealers.

Fitzgerald Mitsubishi 1930 West Street Annapolis, MD 21401 Direct: 410-224-4636 Fax: 410-224-4264 E-mail: adamsf@fitzmall.com

Younger Mitsubishi 1945 Dual Highway Hagerstown, MD 21740 Direct: 800-296-1190 Fax: 301-733-5465 www.youngermitsubishi.com

Buy Genuine Mitsubishi Parts and get the perfect fit at the perfect price.

10% off on all parts orders when you mention this ad.

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

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

May 2018

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COVER STORY continued from page 35

participants reported hearing this phrase from appraisers. This year, nearly 97 percent of participants reported it.

One-hundred percent of respondents (as

opposed to 94 percent last year) reported that inadequate or poorly written estimates by

insurance company representatives delay the repair process and cost their shops time and money while they rectify mistakes.

One of the more positive increases was

in the over 32 percent of participants who

reported being able to provide across-theboard increases in pay and benefits for

employees in the past year. That number was at just 17 percent last year.

With each passing year, the Labor Rate

Survey is able to create a picture of what the collision repair industry looks like in the

40

May 2018

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WMABA market. The Survey continues to

prove to be a useful tool in gathering

information about the region, and it also

provides tangible data for the association

to use in future endeavors at the

government and regulatory levels. Most

importantly, WMABA members across the

region can make informed business

decisions going forward. H&D

Executive Director’s Thoughts

The Survey can vary year over year in some questions or categories, and oftentimes I believe this to be a product of those participating. There are minor differences, but it’s clear that insurance relations are strained for many repairers. It’s not necessarily out of actual bickering or fighting, but the results of insurer tactics negatively affecting the repairer. - Jordan Hendler

‘WHAT ARE YOUR THOUGHTS ON THE SURVEY RESULTS?

DO THEY REPRESENT WHAT’S GOING ON AT YOUR BUSINESS?

Let us know what you think.

Contact WMABA Executive Director Jordan Hendler at (804) 789-9649 jordanhendler@wmaba.com and/or Hammer & Dolly Editorial Director Joel Gausten at (973) 600-9288 joel@grecopublishing.com

May 2018

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ADVERTISERS’ INDEX

42

May 2018

Audi Group . . . . . . . . . . . . . . . . . . . .9

Mazda Group . . . . . . . . . . . . . . . . . .25

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

MINI Group . . . . . . . . . . . . . . . . . . . .30

BMW Group . . . . . . . . . . . . . . . . . . .18-19

Mitsubishi Group . . . . . . . . . . . . . . . .39

BMW of Fairfax . . . . . . . . . . . . . . . . .3

Mopar Group . . . . . . . . . . . . . . . . . .23

CAPA . . . . . . . . . . . . . . . . . . . . . . . .22

Nissan Group . . . . . . . . . . . . . . . . . .23

Chesapeake Automotive Equipment 41

Nucar . . . . . . . . . . . . . . . . . . . . . . . .10

Crashmax Equipment . . . . . . . . . . . .40

O’Donnell Honda . . . . . . . . . . . . . . .21

Empire Auto Parts . . . . . . . . . . . . . .41

Packer Norris Parts . . . . . . . . . . . . .7

Fairfax Hyundai . . . . . . . . . . . . . . . .42

Porsche Group . . . . . . . . . . . . . . . . .15

Ford Group . . . . . . . . . . . . . . . . . . . .36

PPG . . . . . . . . . . . . . . . . . . . . . . . . .OBC

Future Cure/DriveBlueBuzzard.com 35

Reliable Automotive Equipment . . . .14

GM Parts Group . . . . . . . . . . . . . . . .31

Safety Regulations . . . . . . . . . . . . . .40

Honda Group . . . . . . . . . . . . . . . . . .11

Subaru Group . . . . . . . . . . . . . . . . . .39

Hyundai Group . . . . . . . . . . . . . . . . .37

Toyota Group . . . . . . . . . . . . . . . . . .38

Koons Ford . . . . . . . . . . . . . . . . . . . .42

VW Group . . . . . . . . . . . . . . . . . . . . .IBC

Malloy Hyundai . . . . . . . . . . . . . . . . .4

Wheel Collision Center . . . . . . . . . . .21

HD0518.qxp_Layout 1 4/16/18 11:14 AM Page 43

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 e-mail: vwwholesale@ourisman.co

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

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

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: 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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