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Jerry Dalton Education Fund Grants John Mattos Memorial Tool Scholarship as 2011 Application Process Opens - pg. 17
Volume 5, No. 6
$5.95
www.grecopublishing.com
June 2011
www.wmaba.com
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431968-2011 years
38 The Point Chase is Over:
CONTENTS
JUNE
2011
Inside I-CAR’s Professional Development Program
With help from WMABA, I-CAR re-energizes its presence in Virginia and Maryland. BY JOEL GAUSTEN
LOCAL NEWS
13
Maryland Student, Instructor Receive WIN Scholarships BY JOEL GAUSTEN
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Collision Students Go For the Gold at Virginia SkillsUSA
17
Jerry Dalton Education Fund Grants John Mattos Memorial Tool Scholarship as 2011 Application Process Opens
NEWS: 19 NATIONAL State Farm Relaunches Electronic Parts Ordering
DEPARTMENTS
BY JOEL GAUSTEN
FOR CONSUMERS: 21 Warning! Protect Your Freedom of Choice Before it’s Too Late
8
Calendar of Events
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Editor’s Message JOEL GAUSTEN
Tips for consumers on how they can protect their vehicle warranties – and their rights. BY JOEL GAUSTEN
TECHNICAL FEATURE: 25 Understanding Featheredge, Prime & Block Sand
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President’s Message BRAD WHITEFORD
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NewsFlash
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Headliners
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Executive Director’s Message
Our technical experts take on one of the industry’s hottest repair topics. BY LARRY MONTANEZ III, CDA AND JEFF LANGE, PE
JORDAN HENDLER
INDUSTRY BRAINSTORMING SESSION: 32 Building a Better Estimate:
PHOTOGRAPHS AND ART BY COVER IMAGE ©istockphoto.com/yulkapopkova
The Industry’s Push to Write it Right Representatives from SCRS and the DEG join technical writer Larry Montanez for a frank discussion on the need for improved estimatics in today’s industry. BY JOEL GAUSTEN
THIS PAGE, CLOCKWISE FROM TOP: ©istockphoto.com/yulkapopkova ©istockphoto.com/Kirby Hamilton ©istockphoto.com/hudiemm ©istockphoto.com/Vira Simon
June 2011
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CALENDAR OF EVENTS Date: June 1, 2011 Event: WMABA Meeting – I-CAR New Technologies 2011 Location: The Place, Richmond, Va. Info: www.wmaba.com/calendar.htm Date: June 1, 2011 Event: I-CAR Damage Analysis of Advanced Automotive Systems (English) Location: Harford Community College, Bel Air, Md. Info: www.i-car.com Date: June 4, 2011 Event: I-CAR Aluminum Panels & Structures Damage Analysis (English) Location: State Farm Insurance, Midlothian, Va. Info: www.i-car.com Date: June 4, 2011 Event: I-CAR Advanced Material Damage Analysis (English) Location: State Farm Insurance, Midlothian, Va. Info: www.i-car.com Date: June 9, 2011 Event: I-CAR Refinishing Equipment & VOC Regulations (English) Location: Frederick Co. Career & Tech, Frederick, Md. Info: www.i-car.com Date: June 9, 2011 Event: I-CAR Wind Noise & Water Leaks (English) Location: Hilton Pikesville, Baltimore, Md. Info: www.i-car.com Date: June 9, 2011 Event: I-CAR Refinishing Equipment & VOC Regulations (English) Location: Holiday Inn, Dover, De. Info: www.i-car.com Date: June 14, 2011 Event: I-CAR Advanced Material Damage Analysis (English) Location: King Lincoln Mercury Suzuki, Gaithersburg, Md. Info: www.i-car.com Date: June 15, 2011 Event: I-CAR Advanced Material Damage Analysis (English) Location: Harford Community College, Bel Air, Md. Info: www.i-car.com Date: June 18, 2011 Event: I-CAR Adhesive Bonding (English) Location: State Farm Insurance, Midlothian, Va. Info: www.i-car.com
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Date: June 22, 2011 Event: WMABA 2011 Golf Outing Location: Virginia Oaks Golf Club, Gainesville, Va. Info: www.wmaba.com Date: June 23, 2011 Event: I-CAR Aluminum Panels & Structures Damage Analysis (English) Location: Allstate Insurance, Columbia, Md. Info: www.i-car.com Date: June 23, 2011 Event: I-CAR Vehicle Technology & Trends 2011 (English) Location: Allstate Insurance, Columbia, Md. Info: www.i-car.com Date: July 5, 2011 Event: I-CAR Automotive Foams (English) Location: Holiday Inn, Easton, Md. Info: www.i-car.com Date: July 5, 2011 Event: I-CAR Restraints, Interior, Glass, Side & Rear Impact Analysis (English) Location: Manheim (Harrisonburg) Auto Auction, Harrisonburg, Va. Info: www.i-car.com Date: July 7, 2011 Event: I-CAR Equivalency Test Location: Parrish Body Shop II Inc., Fredericksburg, Va. Info: www.i-car.com
Date: July 14, 2011 Event: I-CAR Hazardous Materials, Personal Safety & Refinish Safety (English) Location: Hilton Pikesville, Baltimore, Md. Info: www.i-car.com Date: July 19, 2011 Event: I-CAR Plastic & Composite Repair (English) Location: Holiday Inn, Easton, Md. Info: www.i-car.com Date: July 20-21, 2011 Event: Collision Industry Conference Location: Salt Lake City Sheraton, Salt Lake City, Ut. Info: www.ciclink.com Date: July 25, 2011 Event: I-CAR Vehicle Identification, Estimating Systems & Terminology (English) Location: State Farm Insurance, Roanoke, Va. Info: www.i-car.com Date: July 26, 2011 Event: I-CAR Steel Unitized Structures, Technologies & Repair (English) Location: Holiday Inn, Easton, Md. Info: www.i-car.com
Date: July 11, 2011 Event: I-CAR Equivalency Test Location: State Farm Insurance, Roanoke, Va. Info: www.i-car.com
Date: July 26, 2011 Event: I-CAR Corrosion Protection (English) Location: State Farm Service Center, Virginia Beach, Va. Info: www.i-car.com
Date: July 12, 2011 Event: I-CAR Equivalency Test Location: Coxton’s Gold Team Collision Center, Yorktown, Va. Info: www.i-car.com
Date: July 26, 2011 Event: I-CAR Equivalency Test Location: Coxton Gold Team Collision Center, Yorktown, Va. Info: www.i-car.com
Date: July 12, 2011 Event: I-CAR Fuel & Exhaust Systems (English) Location: State Farm Service Center, Virginia Beach, Va. Info: www.i-car.com
Date: July 26, 2011 Event: I-CAR Squeeze-Type Resistance Spot Welding (English) Location: Radley Chevrolet, Fredericksburg, Va. Info: www.i-car.com
Date: July 12, 2011 Event: I-CAR Plastic & Composite Repair (English) Location: State Farm Insurance, Roanoke, Va. Info: www.i-car.com
Date: July 27, 2011 Event: I-CAR Corrosion Protection (English) Location: Harford Community College, Bel Air, Md. Info: www.i-car.com
Date: June 18, 2011 Event: I-CAR Squeeze-Type Resistance Spot Welding (English) Location: State Farm Insurance, Midlothian, Va. Info: www.i-car.com
Date: July 13, 2011 Event: I-CAR Hazardous Materials, Personal Safety & Refinish Safety (English) Location: Harford Community College, Bel Air, Md. Info: www.i-car.com
Date: June 21, 2011 Event: I-CAR Welding & Adhesively Bonded Panel Replacement (English) Location: Hilton Pikesville, Baltimore, Md. Info: www.i-car.com
Date: July 13, 2011 Event: I-CAR Plastic & Composite Repair (English) Location: Rosner Collision Center, Fredericksburg, Va. Info: www.i-car.com
June 2011
Date: July 14, 2011 Event: I-CAR Brakes (English) Location: State Farm Service Center, Virginia Beach, Va. Info: www.i-car.com
Date: July 28, 2011 Event: I-CAR Corrosion Protection (English) Location: Hilton Pikesville, Baltimore, Md. Info: www.i-car.com Date: July 28, 2011 Event: I-CAR Steel Unitized Structures, Technologies & Repair (English) Location: State Farm Service Center, Virginia Beach, Va. Info: www.i-car.com
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Editor’s
MESSAGE Joel Gausten
Phone: (973) 600-9288 Email: tgpjoel@verizon.net
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READ THIS AND GET PAID How would you like to receive a few grand just for reading this Editor’s Message? If you think this is an empty offer, I assure you that this opportunity is very real. This month, Hammer & Dolly focused on two very important tools currently available to the collision repair industry free of charge that have already brought thousands of dollars to your peers in the field. In April, SCRS announced the publication of a free Guide to Complete Repair Planning (more on page 12). Available for download at www.scrs.com, the guide serves as a checklist-style reminder for repair facility estimators regarding procedures and services that may occur in the repair process, so that these items can be documented in the initial repair plan or estimate. The document includes 800-plus line items commonly seen on collision repair estimates. And did I mention it’s free? Of course, there’s also the Database Enhancement Gateway (DEG). Under the guidance of new administrator Arthur Harris, the DEG is moving forward in its mission to solve critical labor time issues with the three major Information Providers, providing thousands in additional repair dollars to shops throughout the country. We have been covering the DEG’s activities for nearly five years now, and readers who’ve taken the time to follow its progress know how valuable it is to their ongoing economic survival. Again, the DEG costs you nothing but a few minutes of your time. For more information on how the DEG works for you, and to gain further insight into SCRS’ new guide, please read this month’s Industry Brainstorming Session on page 32. Obviously, both of these great services are only valuable if people actually use them. Considering the huge financial incentives involved, I can’t imagine any reason why you wouldn’t give them a try. Still reading this message? Good. Now, get out there and make the money you deserve!
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WHY YOUR COMPETITORS ARE FAILING Have you heard this lately? “The shop right down the street only charges x for labor and only x for paint materials.” Well what about shop materials? And everything else it costs shops to properly repair a car? Quite a few shops have gone under in the past few years, and I am sure that there will be more. The shops that will go under in the future will be the ones that will do the repairs for whatever is paid by whatever insurance company without checking their cost. Sooner or later, they will go under. I am so tired of hearing the adjusters tell me that what they won’t pay, or the reason they will only pay a certain rate, is because of my neighbor. The ones who are at fault are the ones who don’t read any industry publications at all, and have no idea what is going on around them. They will have their heads in the sand until the power company turns the lights off or the landlord kicks them out of the building. Why are we held down to their level? We are the businesses that will survive! I really believe that things are going to get better in the future, but we must hang on until all those shops take their heads out of the sand or go out of business. Until next time, don’t forget that you won’t get it if you don’t ask for it. Stick to your guns and don’t back down for anyone. Please don’t lower your standards for anyone – even your neighbors!
NewsFlash
SCRS Publishes Guide to Complete Repair Planning On April 14, the Society of Collision Repair Specialists (SCRS) announced the publication of a Guide to Complete Repair Planning. Years in the making, the guide is meant to serve as a checklist-style reminder for repair facility estimators regarding procedures and services that may occur in the repair process, so that they can be documented in the initial repair plan or estimate. The document, which has been made available to the entire industry free of charge, is available for download at www.scrs.com. This guide was initially developed by current SCRS Board member Toby Chess, the late March Taylor and other contributors who sought a mechanism to develop and standardize a process that produced more accurate and detailed blueprints of the repair. Over the years, the document grew as contributors maintained and added to their individual copies. Today, the document includes over 800 line items commonly seen on collision repair estimates. “Through the evolution and continued growth of the list, we began to see a very applicable tool develop that we believe has the potential to offer significant value to the industry,” offers Past SCRS Chairman Barry Dorn. “March was very instrumental in putting this together; he recognized the industry’s need to help both experienced and inexperienced estimators capture the reality of what it takes to repair today’s cars.” SCRS Chairman Aaron Clark believes that the guide will help shops ensure better accounting for the repair work they perform. “This was always intended to be a ‘living document’ that adapts and evolves over time,” he says. “By opening it up to the industry, we are able to harness even more input and suggestions to improve it with future editions while delivering on our overarching desire to provide resources that help the industry grow and succeed.” “We’ve received a ton of feedback on this,” adds SCRS Executive Director Aaron Schulenburg. “It just shows that we are filling a need. A document of this size is going to take time for people to digest; the input that we’ve received so far is that it is a great tool. We’re always looking to deliver that tangible value. Specifically, we’ve received a couple of calls from people who do charge for those things [included in the guide] and were glad to see items in our guide that may not have been in other guides before.” For more information on SCRS, please visit www.scrs.com.
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LOCAL NEWS
by Joel Gausten
Maryland Student, Instructor Receive WIN Scholarships
A
lready known throughout the WMABA community for its firm commitment to automotive education, the Center for Applied Technology North (CATN) in Severn, Md. recently gained national acclaim thanks to the Women’s Industry Network (WIN). CATN sophomore Rickia Mines recently became the proud recipient of one of WIN’s 2011 scholarships, while CATN refinishing teacher Rodney Bolton received a special instructor scholarship from the organization. Bolton, who taught Rickia when she was involved in the school’s refinishing program, submitted the talented student’s credentials to WIN in consideration for the award. “She was very motivated and the type of individual who goes after something she wants instead of sitting back and waiting for someone to make it happen for her,” he says. “The Women’s Industry Network is looking for future women for our industry, and I thought she would be an excellent candidate because of her drive, desire and ambition. She just had everything it would take to do well in this industry.”
Polite and articulate, Rickia is already an avid car enthusiast with a genuine love for the collision repair craft. “When I was young, I used to see my dad work on cars,” she says. “I would always try to help, and I just got into it from there. I’ve always been interested in working hands-on with cars.” While she enjoyed her time in Bolton’s automotive painting course, Mines feels most at home doing auto body work. “I find that to be more hands-on than refinishing,” she explains. “Recently, I learned how to take off a bumper and put it back on. I also took off a hood and have been able to take the window regulator out of a door. I took the whole side door apart and put it back together.” Rickia was presented her scholarship during the 2011 Women’s Industry Network Conference, held May 1-3 in San Diego, Ca. Hammer & Dolly and WMABA congratulate Rickia on her achievement and wish her much success in the years to come.
WIN Scholarship winner Rickia Mines is already showing the talent necessary to enjoy a long and successful career in collision repair.
WIN is a not-for-profit organization dedicated to encouraging, developing and cultivating opportunities to attract women to collision repair while recognizing excellence, promoting leadership and fostering a network among the women who are shaping the industry. For more information, go to www.womensindustrynetwork.com. June 2011
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LOCAL NEWS
Collision Students Go For the Gold
at Virginia SkillsUSA
Students and industry volunteers joined forces at the 2011 Virginia SkillsUSA competition.
O
n April 2, Virginia’s best colli-
A very special thank you to the following judges for their
sion repair students met at
help in making this year’s event such a success: Robert Reed
Suttle Auto Body in Newport
(Suttle Motors), Wayne Parfitt (Suttle Motors), Mike Gray
News for the annual SkillsUSA state
(H&T), Kevin Ranger (Casey Collision), Scott Collins
competition. Steve Williams and Ashley Waltrop of
(Bowditch Ford), Rick Phinney (Sherwin-Williams), Nate
Suttle Motor Corporation once again chaired the event, while
Wozniak (Casey Collision), Lee Sendek (Suttle Motors), Terry
corporate support came from Sherwin-Williams, Suttle Motors,
McDaniel (DuPont), Darryl Liechti (Bay Custom), Bobby
3M, Arcet and Sunbelt.
Bowen III (Hampton Collision), Dan Hobby (Acelution), Mike
Congratulations to Collision Repair Technology winner
Paul (Sherwin-Williams), Matt Schon (Suttle Motors) and
Mark Bradley (Pulaski County High School) and Auto
Brian Price (Bowditch Ford). Special thanks to Dallas
Refinishing Technology winner Chris Feather (Northern Neck
Haymore (Sherwin-Williams), Duane Lewis (Sherwin-
Technical Center).
Williams) and Scott Sagman (3M) for setting up the competitors with supplies during the event.
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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138 e-mail: parts@alexandriavw.com Stohlman Volkswagen 8433 Leesburg Pike Tysons Corner, VA 22182 703-287-4115 Fax: 703-891-1013 e-mail: parts@stohlmanauto.com Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081 Cook Volkswagen 2110 Bel Air Rd. Fallston, MD 21047 866-560-3957 410-877-1500 Fax: 410-877-8557
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Russel Volkswagen 6624 Baltimore National Pike Baltimore, MD 21228 PH:410-788-1700 Fax:410-818-2049 e-mail: rmiller@rcars.com www.russelautomotive.com
Checkered Flag Volkswagen 3025 Virginia Beach Blvd Virginia Beach, VA 23452 Parts Direct: 757-687-3465 757-490-1111 Fax: 757-687-3514 www.checkeredflag.com
Lindsay Volkswagen of Dulles 22455 Cedar Green Rd. Sterling, VA 20166 703-880-8160 Fax: 703-880-8219 www.lindsayvolkswagen.com
Waldorf Volkswagen 2282 Crain Hwy Waldorf, MD 20601 301-843-1234 301-843-5033 fax www.waldorfvw.com
Martens Volkswagen 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589 e-mail: vwwholesale@martenscars.com
June 2011
Brown’s Volkswagen 10501 Midlothian Turnpike Richmond, VA 23235 Parts Direct: 804-379-6610 Parts Fax: 804-897-1654 e-mail: jhatton@brownscar.com www.brownscar.com
Congressional Volkswagen 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 800-495-7207 Fax: 240-499-2488 e-mail: parts@congressionalmotors.com
www.congressionalmotors.com Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841 e-mail: parts@fitzmall.com www.fitzparts.com
King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398 e-mail:rordoubadi@vwking.com www.vwking.com
Heritage Volkswagen 9808 Reisterstown Road Owings Mill, MD 21117 Toll Free Direct: 877-296-7726 Local Direct: 410-581-6696 Fax: 410-581-6749 e-mail: gethelp@vwsubaru.com Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com
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LOCAL NEWS
Jerry Dalton Education Fund Grants John Mattos Memorial Tool Scholarship as 2011 Application Process Opens The Washington Metropolitan Auto Body Association (WMABA) is proud to announce that the John Mattos Memorial Tool Scholarship has awarded 2010 recipient Ryan Faurot with his new tools, just as the opening of the 2011 application process begins. “The tools will help me a lot because I didn’t have tools to start out with,” said an excited Faurot. “This will give me a good start in the industry. Joe Mattos seemed very excited to personally give me the tools and explain the reason for the scholarship. It’s really an honor to receive the scholarship.” “It was such a moving thing to have someone from the Mattos family turn out to be the giver of the first tool award from the John Mattos Memorial Tool Scholarship,” notes WMABA Executive Director Jordan Hendler. “It was fitting that Ryan is learning to become a painter, so that Joe Mattos could be the one who handed him the boost to get his career a jumpstart.” “It’s great to see such a fantastic result come from the education initiatives within the association,” adds
WMABA President Brad Whiteford. “The John Mattos Memorial Tool Scholarship is one way that the Jerry Dalton Education Fund uses industry funding to make a difference for the future of our industry.” Application submissions from currently-enrolled students and recent graduates (within the past year) who reside within Virginia, Maryland or Washington, D.C. will now be accepted for the $1,000 scholarship. As part of the longstanding Jerry Dalton Memorial Education Fund (JDMEF) within WMABA, the tool scholarship was enacted in memory of the late John Mattos Sr. of Mattos Pro Finishes. Applications for the John Mattos Memorial Tool Scholarship will be accepted through June 30th, 2011. The application is available on the WMABA website at www.wmaba.com/jdmef.htm. For information regarding the Jerry Dalton Memorial Education Fund or WMABA activities, please contact the WMABA Administration office at: (804) 789-9649.
(l-r) Joe Mattos, Ryan Faurot, Michelle Sullivan and Earl Harrington.
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by Joel Gausten
State Farm Relaunches Electronic Parts Ordering Four years ago, State Farm announced plans to investigate electronic parts ordering options for its Select Service DRP shops. The test, conducted at participating shops in California and Indiana, was to determine if an OE-focused parts discount program would have any benefit in streamlining the DRP repair process. In 2009, State Farm abandoned the program without instituting any changes to how their network shops ordered parts. But that may be about to change. The insurer recently announced a second investigation into electronic parts ordering. Now, the insurer will investigate “multiple part types” away from OE. Does this mean that State Farm is about to bring aftermarket parts back into their regular repair routine? “There is no change in our position on our suspension of the aftermarket outer plastic and sheet metal parts,” insists State Farm representative George Avery. “We still use aftermarket A/C condensers and radiators.” As the debate over the quality and safety of various alternative parts continues to create battle lines throughout the industry, what is State Farm’s ultimate criteria for determining a “quality” part? “It’s too early to tell,” Avery admits. “The repair facility has the choice of what parts they use. Even if you present a variety of part types and sources to a repairer, they are the one who is in control. The vision [of the test] is that there’s a choice, and my guess is that it would include the suppliers with whom they like to deal. If you really focus on an effort to streamline the parts ordering process, you’re in a much better place if the decision on which parts are selected – and from whom – is [made] by the repairer. They’re the best person to determine what part type they want to use on a particular repair job and where they want to source it. “We’re looking at all part types,” he adds, “but as soon as you say that, somebody leads to ‘aftermarket.’ Throw that out of the mix, and then think about what’s out there as far as sourcing parts efficiently.” While Avery is adamant that State Farm will not be moving into aftermarket parts, he is also reluctant to express this position as the definitive word on the matter. “This is not a signal that we’re getting back [into aftermarket parts],” he says. “That should be pretty clear, and that should hold. “You never know…there are so many things that have
“There is no change in our position on our suspension of the aftermarket outer plastic and sheet metal parts. We still use aftermarket A/C condensers and radiators.” - George Avery happened in the past five years that I would have never guessed [would happen],” he adds. “We are just looking to make this process smoother; if we can help that, we think it helps everybody…Maybe there is something that would be different in the future. We’re not prepared to say, because we don’t know. We haven’t started.” While Avery didn’t reveal a date for an official rollout of their new parts ordering program, he indicated that it would be provided to participating shops at no cost and with no requirement regarding the suppliers that shops choose to secure these parts. “Repairers will continue to make decisions as to which parts they purchase for each individual repair,” he says. “This effort does not involve State Farm as the direct purchaser of parts.”
Executive Director’s Thoughts atching the developments of this program, like all the other insurers are doing, is something that we should all be doing with a microscope. These are the kinds of changes that come sliding in and the next thing you know, your business model is completely altered. Watch it!
W
- Jordan Hendler June 2011
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Unsurpassed Quality. Genuine Hyundai Parts.
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For Genuine Hyundai parts, contact these Authorized Hyundai Dealers. Fairfax Hyundai
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E-mail: brian.gore@fairfaxhyundai.com
E-mail: thompsonautomotive.com
12431 Auto Drive Clarksville, MD 21029 TOLL FREE: 888-535-6147 PH: 410-367-4100 Fax: 443-367-4125
3033 Virginia Beach Blvd Virginia Beach, VA 23452 Phone: 757-687-3463 Fax:757-687-3468 www.checkeredflag.com
e-mail:mcherry@antwerpenauto.com
www.jacksaysyes.com
Fitzgerald Hyundai
Malloy Hyundai
11411 Rockville Pike Kensington, MD 20895 TOLL FREE: 800-876-3748 PH: 301-881-3370 FAX: 301-881-4046
1880 Opitz Blvd. Woodbridge, VA 22191 TOLL FREE: 888-533-3400 FAX: 703-490-3864
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E-mail: hmkparts@aol.com
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FOR CONSUMERS
©istockphoto.com/Vira Simon
by Joel Gausten
WARNING! Protect Your Freedom of Choice Before it's Too Late
cut here
If you’re one of the millions of car owners on today’s roads, you know that it takes a lot of time and effort to keep a vehicle in top condition. With everything from potholes to bad weather to other drivers increasing your need for mechanical service work, it is crucial that you select the most experienced and professional facility possible to get you back on the streets safely. It is also incredibly important that you don’t lose your freedom of choice along the way. Whether you need an oil change or a major mechanical repair, you have the right to bring your car to the shop with whom you feel most comfortable. Maybe you’re happiest with the small mom-and-pop shop down the street, or maybe you’d like to give that big dealership on the highway a try. Regardless of your choice, no business can force you to use their services – and the federal government is taking major steps to ensure that all American drivers know that. Last December, the Federal Trade Commission (FTC) issued a special Consumer Alert stating that consumer choice is paramount to automotive repair and service: An independent mechanic, retail chain shop or even you yourself can do routine maintenance and repairs on your vehicle. In fact, the Magnuson-Moss Warranty Act, which is enforced by the FTC, makes it illegal for manufacturers or dealers to claim that your warranty is void or to deny coverage under your warranty simply because someone other than the dealer did the work. That said, there may be certain situations where a repair may not be covered. For example, if you or your mechanic replaced a belt improperly and your engine is damaged as a result, your manufacturer or dealer may deny responsibility for fixing the engine under the warranty. However, according to the FTC, the manufacturer or dealer must be able to demonstrate that it was the improper belt replacement — rather than some other defect — that caused the damage to your engine. The warranty would still be in effect for other parts of your car.
Additionally, the FTC made it clear that using parts other than original equipment manufacturer (OEM) mechanical parts (the parts made by carmakers and sold at the dealership) does not necessarily make a vehicle warranty null and void: An ‘aftermarket’ part is a part made by a company other than the vehicle manufacturer or the original equipment manufacturer. Simply using an aftermarket part does not void your warranty. The Magnuson-Moss Warranty Act makes it illegal for companies to void your warranty or deny coverage under the warranty simply because you used an aftermarket part. Still, if it turns out that the aftermarket part was itself defective or wasn’t installed correctly, and it causes damage to another part that is covered under the warranty, the manufacturer or dealer has the right to deny coverage for that part and charge you for any repairs. The FTC says the manufacturer or dealer must show that the aftermarket equipment caused the need for repairs before denying warranty coverage. The FTC bulletin has gained the support of a variety of mechanical industry organizations, including the Automotive Aftermarket Industry Association (AAIA), the Automotive Oil Change Association (AOCA) and the Tire Industry Association (TIA). “We get complaints pretty regularly from consumers who get their oil changed by an independent, then go to the dealer and are told, ‘We no longer cover your warranty because you didn’t get your oil changed at the dealership.’ They simply can’t do that,” explains Aaron Lowe, AAIA’s vice president of regulatory and government affairs. “An oil change is maintenance, and [the dealer] would have to prove that the oil change caused the problem.” While the FTC bulletin goes a long way in addressing warranty issues with mechanical repairs, we caution you that different circumstances may apply when crash parts are used in June 2011
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FOR CONSUMERS collision repair. “With the body shop industry, there are a lot more complications to that [crash parts] issue in that you have insurance companies involved in that decision-making process,” Lowe says. If you have questions concerning the use of aftermarket crash parts under your auto insurance policy, consult your insurer representative. If you desire the use of original equipment parts in the auto body repair of your vehicle, you may need to select a different policy that better suits your needs. But in all cases of auto body and mechanical repair, remember that it is your right to choose where your vehicle goes for service.
Perhaps your local dealership is cleaner and more consumerfriendly than the smaller independent shop down the street, or maybe the local mechanic has done your family’s work for years and has earned your trust. Either way, go into all repair and service situations with your eyes open – and never let anyone step on your rights as a consumer. If you have any questions about the topics discussed in this article, please contact the Washington Metropolitan Auto Body Association at (804) 789-9649.
SCRS and Affiliates Take on EPA’s “Three-Ounce” Rule On April 8, the Society of Collision Repair Specialists (SCRS) and 26 of its affiliate associations requested more stringent interpretation from the 10 EPA regional offices across America in regard to exemptions listed in the EPA rule Subpart HHHHHH-National Emissions Standards for Hazardous Air Pollutants: Paint Stripping and Miscellaneous Surface Coating Operations at Area Sources (Rule 6H.) The letter has been issued just weeks after EPA Region 2 representatives discussed the 6H Rule with the industry at a Collision Industry Conference (CIC) meeting held in Secaucus, NJ in March, and provides talking points detailing issues seen in markets across the country stemming specifically from the growing use of three-ounce paint cups to potentially exempt affected businesses. “Unfortunately, the application of the rule has created a practice where some businesses are claiming to be exempt by filling three-ounce cups multiple times while doing traditional collision repair operations in an attempt to continue to perform the work in an uncontained or mobile environment,” the letter states. “It is our position that an exemption which invalidates pollution controls based solely on the size of the tool being used rather than the amount of pollution being generated is an ineffective and harmful policy; because the rule is silent on refilling of the three-ounce cups, there exists a continued potential to circumvent the rule.” SCRS and the endorsing associations provided the recommendation that the EPA Regional offices refer to language found in the comments documented in the federal register that the initial purpose of the exemption was specifically to address stone chip, scratch and small graphic airbrush work, and to distinguish that work from that done in a conventional collision repair environment. The letter suggests an interpretation from the region “that this exemption of three fluid ounces [89 cubic centimeters (cc)] or less should be changed to read that a hand-held device with a paint cup capacity that is equal to or less than three fluid
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ounces (89 cc) cannot be refilled or able to spray more than three fluid ounces of spray-applied coating per vehicle repair.” It also reiterates additional comments in the federal register that specifically denote that mobile refinishers are still subject to the rule requirements for “training, spray equipment and use of a spray booth or other ventilated and filtered enclosure” if they are performing more traditional collision repair functions. Aside from recommendations and persuasive argument, the letter requests a response from the EPA regional offices on three items:
1. A documented response regarding the exemption for coatings applied with a paint cup equal to or less than three fluid ounces and clarification that the rule applies to the type of work being performed. 2. A documented response that a three fluid ounce cup cannot be used and repeatedly filled to circumvent the rule. 3. Clarification that, while a business applying coatings may be exempt from the Rule 6H by meeting certain stated requirements, the exemption does not negate other additional regulatory requirements (such as OSHA, local zoning codes or fire ordinances) that may prohibit spraying flammable solvent or coatings with Hazardous Air Pollutants (HAPs) outside of a contained environment.
Once received and compiled, the responses will be distributed through the SCRS affiliate associations and posted to the SCRS website at www.scrs.com.
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TECHNICAL FEATURE
©istockphoto.com/hudiemm
Understanding Featheredge, Prime & Block Sand By Larry Montanez III, CDA and Jeff Lange, PE
What is required to prepare a repaired panel (bodywork area) or the welded area (sectioned or weld flange area) to the condition of a new, undamaged panel in preparation for refinishing? Still thinking? Well, do not worry; many collision repair specialists and insurance personnel have no idea of how to answer this question. The answer would be the Feather, Prime and Block process or operation. This article will assist in dispelling the myths, explaining the truths and outlining the required not-included procedures to restore a repaired or replaced panel to the condition of a new, undamaged panel. What Do “They” (Mitchell, Audatex and Motor/CCC Pathways) Say? The Mitchell Procedural Pages (P-Pages) (Procedure Explanation: P16, Procedure 28 – Refinish Procedure) state: Feather, Prime & Block: Is the non-included refinish operation that completes bodywork repair from 150-grit smoothness to the condition of a new, undamaged panel, and the point at which refinish labor time begins. The labor and materials associated with feather, prime and block may vary depending upon the size of the repair area and should be evaluated when determining the work to be performed. See Welded Panel under Estimating Information. Welded Panels: (Estimating Information: P3, Labor Categories) Replacement labor times for new panels that are joined by welding include the necessary use of inserts and accepted sectioning guidelines developed by OEMs, ICAR and TECH-COR. The labor times for welded panels include grinding (dressing), filling (body filler) and final sanding with up to 150-grit sandpaper to match the original panel contour. Labor times do not include the Feather, Prime and Block refinish operation. See Procedure 28 in Procedure Explanation section for information on Feather, Prime and Block.
The Audatex Procedural Pages (P-Pages) (Database Reference Manual: Section 4-4 Refinish Guidelines, Page 160) state: Feather / Prime / Block: Audatex recognizes that Feather/Prime/Block are required operations in the panel repair process, that occurs after 150-grit to bring the repaired panel to the condition of a new, undamaged panel for the purpose of refinish. Audatex does not provide labor allowance for repaired panels, as this is a judgment time, nor does Audatex provide material allowance for the Feather/Prime/Block process. The determination and assessment for this operation is best provided by the estimate preparer for consideration and allowance during the estimate preparation process. The MOTOR Information Systems CED P-Pages (Guide to Estimating: Refinishing Procedures, Page G34) state: Prime & Block: Prime and block (high build/primer-filler) is a required procedure that restores a repaired panel surface from 150-grit to that of a NEW, UNDAMAGED condition. It is MOTOR’s position that prime and block is a process best reserved for the judgment of an estimator/ appraiser following a thorough on-the-spot evaluation of the specific vehicle and damage in question. As you can see, all three database systems basically state the same opinion: A panel MUST be restored to that of an NEW, UNDAMAGED PANEL. A NEW, UNDAMAGED PANEL is defined as a component manufactured to the same exact standards as the components installed on new vehicles with a smooth painted surface (e-coat/electrodeposition primer) and a replacement part from the vehicle manufacturer without exterior trim, interior trim or attached components. Let’s now look at what exactly is meant by Feather, Prime and Block or Prime and Block.
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Feather, more commonly known as featheredge, is defined as the process of using a pneumatic dual action (DA) sander or a sanding block with 180-grit followed by 220-grit and 320-grit sandpaper to level out the surface in preparation for primer coats. Prime, more commonly known as priming (or primer), is defined as “the process of the application(s) of etch/acid/wash primer and epoxy primer (depending on the paint manufacturer’s recommendations, this application is generally required prior to the application of body filler), primer filler/surface primer and guide coat.” Block, more commonly known as block sanding, is defined as the process of using a sanding block and/or sanding pad to level out the primed surface to be at or near level with the adjacent painted area. Now that we have defined what the Feather, Prime and Block process means, let’s look at the process to perform this procedure. After the body filler and surrounding area is leveled with 150-grit sandpaper, the following not-included procedures are required: Sand the surrounding area with a sanding block or DA sander with 180-grit, followed by 220-grit and 320-grit sandpaper. Mask off body filler repair area to avoid wetting the body filler. Blow off and/or vacuum all dust residue off the vehicle. Scuff the surrounding area of the panel with a red scuff pad, water and blend prep paste. Wipe the panel with a damp towel and blow dry with clean compressed air. Remove the masking tape over the body filler area. Place the vehicle in the spray booth. Wipe down all edges with wax and grease remover and ensure you dry the area. Use caution to avoid wetting the body filler. Mask all edges and adjacent panels for overspray. Cover the vehicle for priming. Blow off the vehicle with clean compressed air and wipe the vehicle with a tack rag. HOT TIP: Place a microfiber rag on the panel and feel the body filler to ensure the proper contours and straightness has been achieved. Also, carefully look for any pinholes. Mix the acid/etch/washer primer and epoxy primer as per your paint manufacturer’s directions (if required and/or necessary). Mix the surface primer/filler and apply the required coats as per your paint manufacturer’s directions. HOT TIP: After the first coat, visually re-check the panel for proper contours and straightness. Bake the primer at the proper temperature for the proper
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amount of time (bake cycle) as per your paint manufacturer’s recommendations. After proper cool down, check the primed areas for proper coverage, and then remove the vehicle from the booth. Place the vehicle into a repair bay or prep area for Block Sanding. HOT TIP: Leave the masking paper and masking tape in place to keep the sanding sludge from entering the recessed areas and crevices. Fill a spray bottle with water or use a hose to wet the panel and lubricate the sand paper and wash away the sludge. HOT TIP: Never use a bucket filled with water, as sludge and debris could come into contact with the repair area and scratch the panel. Prepare your sandpaper (220 wet and 320 wet sandpaper) for your sanding block and/or sanding pad. Remember that refinish time starts at 400 wet sandpaper. Now, you are ready for the Block Sanding process.
How does one calculate the Feather, Prime and Block process? As you have read above, all three database companies basically state that for the Feather, Prime and Block process, the determination and assessment is best provided by the estimate preparer for consideration of required labor time and allowance of materials during the estimate preparation process. P&L Consultants LLC and Mike Anderson of www.CollisionAdvice.com, among other industry consultants and associations, have been conducting time test studies to determine a fair and reasonable calculation of the Feather, Prime and Block (FPB) process. P&L Consultants has determined that 40 percent (0.4) of the total repair time is sufficient for the FPB process. For example, let’s use a 2010 LM X65s SUV (a made-up sports utility vehicle with four doors, a tailgate and a quarter glass with a visible CPillar and D-Pillar). The left rear quarter panel was replaced using a sectioning procedure though the C-Pillar, D-Pillar and the rear area of the rocker panel. Let’s say that after the technician has completed the welding and dressing procedures of the sectioning areas and the mating flanges, we will now have to calculate the amount of repair time for those areas. The following is an example for explanation of how to calculate the FPB for this vehicle. Now, remember that the repair for the welded areas is included in the replacement time of the panel to 150-grit, but shop materials are not included (body filler, sandpaper, etc.). The following repair times, only for example, are included in the replacement time of the panel to 150-grit, but shop materials are not included: Repair to the D-Pillar sectioned area: 1.5 hours Repair to the C-Pillar sectioned area: 1.5 hours Repair to the rocker panel sectioned area: 1.5 hours
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Operation Blow off vehicle Mask off body filler area Scuff surrounding area of the panel Towel off vehicle and dry Place vehicle in spray booth Mask for Primer Car Cover for Primer Mix and prepare primer and corrosion resistant primers Blow off vehicle and tack Bake cycle fuel charge Feather, Block and Prime Totals Weld locations on the wheelhouse, rocker panel, floor pan extension panel/quarter extension and panel quarter panel outer mating flanges: 0.8 hours (only sanding required).
The following repair times and shop materials, only for example, are not included in the replacement time of the panel: Burn damage to the wheelhouse inner mating flange: 0.3 hours (only sanding required). Burn damage to the rocker panel inner mating flange: 0.3 hours (only sanding required). Burn damage to the floor pan extension panel/quarter extension panel inner mating flange: 0.3 hours (only sanding required). Burn damage to the rear body panel mating flange inner mating flange: 0.3 hours (only sanding required). Burn damage to the inner quarter panel (inclusive of the quarter glass opening area and lock pillar area): 0.3 hours (only sanding required).
The total sum of the repair times for the sectioning areas (body filler applications) and the outer mating flange areas is 5.3 hours. Additionally, the total sum of the burn damage to the inner mating flanges is 1.2 hours and is added to the 5.3 hours, which would be 6.5 hours of total repair hours to 150-grit. P&L Consultants recommends using 40 percent of the repair hours to calculate the amount
Material $3.00
Body 0.1 0.1
$8.00 $3.00
0.2 0.1 0.6 0.2
Refinish
0.3
0.2 $2.00 $4.50
0.1 2.6
$20.50
1.4
3.1
of time for the FPB process. Six-and-half hours multiplied by 40 percent (6.5 x 0.4) equals 2.6 hours for the FPB process. Now, how would you add this to a damage report (estimate)? See the chart above for an example of how it could be written. For example, let’s use a Labor Rate of $50 for body and refinish labor and a $25 rate for refinish materials. Body labor 1.4 x $50 = $70 Refinish labor 3.1 x $50 = $155 Paint materials 3.1 x $25 = $77.50 Shop materials $20.50
The total sum of the above amounts, $323, multiplied by a tax rate of seven percent (for example), would be $22.61. Adding that to $323 would equal $345.61. Based on the definition of Feather, Prime and Block, P-Page logic, estimating practices, required collision repair procedures and industry time test studies – and with a reasonable degree of scientific certainty – the above example of the required procedures to perform the FPB process and the associated procedures to prepare a repaired and/or replaced component for refinishing procedures show evidence to support a total cost of $345.61. We hope this article has helped you better understand the issue of Feather, Prime and Block. Feel free to contact us at any time if you have any questions.
Larry Montanez, CDA is co-owner of P&L Consultants with Peter Pratti Jr. P&L Consultants work 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. P&L can be reached by contacting Larry at (718) 891–4018, cell at (917) 860 –3588 or via email at larrygoju@aol.com. Jeff Lange, PE, is president of Lange Technical Services, Ltd. of Deer Park, New York (w 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 e-mail at Jeff.Lange@LangeTech.net.
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AS A COLLISION REPAIR SPECIALIST, YOU MUST ALWAYS FO HOWEVER, INSURANCE ESTIMATES ARE OFTEN FOCUSED ON BMW centers stock Original Equipment Parts that never sacrifice quality or s
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 www.mybmwannapolis.com
BMW of Fairfax 2805 Old Lee Highway Fairfax, VA 22031 800-879-2269 Fax: 703-641-8562 www.bmwoffairfax.com
BMW of Arlington 1232 Eads Street Arlington,VA 22202 703-684-5255 Fax: 703-647-1853 www.bmwofarlington.com
Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 www.passportbmw.com
Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 www.northwestbmw.com
Apple BMW of York 1370 Roosevelt Ave. York, PA 17404 800-839-1755 Fax: 717-843-2948 www.applebmwofyork.com
BMW of Sterling 21826 Pacific Blvd. Sterling, VA 20166 888-954-8222 Fax: 571-434-7727 www.bmwofsterling.com
BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-956-2541 Fax: 301-890-3748 www.tischerbmw.net
VOB BMW 1396 Rockville Pike Rockville, MD 20852 301-984-8989 Fax: 301-984-1710 www.vobbmw.com
Russel BMW 6700 Baltimore National Pike Baltimore,MD 21228 800-828-6529 410-744-2000 Fax: 410-744-5639 www.russelbmw.com
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FOCUS ON SAFETY, QUALITY AND COST. ON JUST COST. or safety for cost.
·
Every detail is exactly matched to the vehicle’s safety systems for optimum occupant protection.
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Original BMW Panels and Components are built from premium materials using ultra-precise processes.
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To maximize the safety of all passengers, replacement panels undergo strict and extensive quality control tests.
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To ensure optimal paint adhesion, electrophoretically primer coats are applied during the manufacturing process.
Checkered Flag BMW 5225 Virginia Beach Blvd Virginia Beach, VA 23462 757-687-3494 Fax:757-687-3495 bmw.checkeredflag.com
BMW of Towson 700 Kenilworth Drive Towson, MD 21204 410.296.7908 Fax: 410.296.4852 www.bmwtowson.com
Valley BMW 2824 Franklin Road SW Roanoke, VA 24014 PH: 540-342-3733 Fax: 540-345-9060 www.valleybmw.com
BMW of Bel Air 1705 Conowingo Road (US 1 in Hickory) Bel Air, MD 21014 443.640.1230 Fax: 443.640.1234 www.bmwbelair.com
Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 www.richmondbmw.com
BMW of Lynchburg 2643 Lakeside Drive Lynchburg, VA 24501 PH: 800-293-4539 Fax:434-385-8979 www.crossroadsbmw.com
BMW of Charlottesville 1295 Richmond Rd Charlottesville VA 22911 Toll Free: 877-862-8360 Direct: 434-245-4111 Fax: 434-984-3183 www.bmwcharlottesville.com
June 2011
Richmond BMW 12100 Midlothian Tpke Midlothian, VA 23113 Phone: 804-897-2211 Fax: 804-897-2202 www.richmondbmw.com
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This Month:
BUILDING A BETTER ESTIMATE: The Industry’s Push to Write it Right by Joel Gausten
With the release of the SCRS Guide to Complete Repair Planning, the topic of professional estimate writing has once again taken center stage in the industry. Just like the long-running Database Enhancement Gateway (DEG), the new SCRS publication is a completely free tool provided to shops to help them better document the work they perform – and better demonstrate why they are charging for certain repair procedures. Used together, the DEG and SCRS guide are helping shops throughout the country earn more well-deserved money each and every day. But how many shops are truly using these free services? Is widespread apathy destroying the industry’s greatest opportunity to gain financial strength? This month, we touch base with new DEG Administrator Arthur Harris, former SCRS Board member and veteran auto educator Toby Chess and Hammer & Dolly technical writer Larry Montanez for a frank discussion on why repair shops may be their own worst enemies when it comes to writing it right. Arthur Harris’ automotive career started in Atlanta, Ga., where he worked part time after school changing tires and cleaning repaired vehicles. As a technician, Harris achieved several ASE certifications; his experience and attention to detail led to a role in the front office as an estimator for an independent collision center, and later as the general manager. Seeing the challenges faced by collision repairers, Harris put his technical and management experience to use and accepted a position as training director for a multi-franchise collision center. Currently, Harris lives in upstate New York, and serves as the administrator for the Database Enhancement Gateway (DEG). After 23 years in the automotive field, Harris still revels in the excitement and joy of being part of a great industry that is full of challenges, opportunities and rewards. Toby Chess is a longtime automotive repair educator and a former member of the SCRS Board of Directors. Along with the late March Taylor, Chess was one of the industry experts who helped develop the SCRS Guide to Complete Repair Planning.
Hammer & Dolly technical writer Larry Montanez is a former I-CAR Instructor and is co-owner of P&L Consultants with Peter Pratti Jr. P&L Consultants work 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. A veteran speaker, Montanez will be one of the many educators participating at this year’s SEMA Show in Las Vegas, Nv.
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Arthur, where does the DEG currently stand in terms of addressing database issues? Arthur Harris: The current situation is very strong. From a numbers standpoint, we are receiving over 1,000 inquiries a year. Currently, we just surpassed 3,300 inquiries since inception, and we’re looking to increase that number as much as possible. Since I’ve been [here], we’ve had a good influx because of the articles promoting the DEG. In the five weeks I’ve been here, I’ve already processed 151 inquiries. We disabled the website for about two weeks during the transition [between administrators], but the DEG was well-promoted after that through various publications. From your experience, how have the IPs been in terms of getting back to you and offering feedback and collaboration on labor time matters? Arthur Harris: Two of the Information Providers have been very good; they are responding back when we submit an inquiry and acknowledging that they have the inquiry. They have been good in resolving the inquiries in a timely manner. We have one IP we’re working with right now that is not as responsive. We are also cleaning up [our] database, and have noticed that there were unanswered inquiries from late 2010 and early 2011 that we have since addressed. Larry, based on your experiences out in the field, how effective would you say the DEG has been in addressing labor time issues? Larry Montanez: Unfortunately, not very good – and it’s not the DEG’s fault; it’s the fault of repair facilities. Not enough people are using the program. To my knowledge, there are
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©istockphoto.com/Kirby Hamilton
INDUSTRY BRAINSTORMING SESSION
approximately 37,000 registered repair facilities in the United States. You would assume that, at least at a minimum, there are 37,000 estimators. I don’t own a shop…I was out of the shop area when the DEG started. I’ve already sent in 15 inquiries by myself, and I’ve helped in at least 15 other inquiries from other collision repair professionals. It’s not the DEG’s fault; it’s we as an industry who are not utilizing this properly. What are some of the most common things you see shops neglecting to include in their estimates? Larry Montanez: Are you dedicating my answer to a complete issue? I would need approximately 170 pages for this. In a nutshell, a large percentage of estimators in the United States – both insurance and body shop – have no clue or concept of what kind of damage the vehicle sustains through the applied force. The major issue that comes in is that everybody thinks that time matters on how to repair a vehicle. Nobody understands that it’s based on OEM knowledge and proper repair procedures. Everybody is worried about the so-called ‘cycle time,’ which is a complete lie and fallacy. Let’s be honest; it’s ‘rental time.’ If there’s no rental time, nobody cares when that car gets repaired. Cars are harder to repair nowadays because of the training and knowledge that’s required to understand what needs to be done to these vehicles, yet nobody wants to buy ALLDATA or use the DEG. What are your thoughts on SCRS’ newly-published estimating checklist? Larry Montanez: For a free checklist, I think it’s a great item. In the New York City market, if I say ‘SCRS,’ I don’t see too many shops knowing about it, unfortunately. I’m hoping that
when I teach at SEMA this year for the SCRS Repairer Driven Education program, more of the shops that know me will start realizing what SCRS is - what they do and how they handle things. Toby Chess: We sell a lot of squeeze-type resistant spot welders in our industry. But if you go out in the body shop, most people don’t know how to use them…they don’t understand the process of how that machine works. You’re going to take the [SCRS] document, look at all of the stuff and start throwing numbers on the sheets, [but] my feeling is that some people are going to get into trouble with it because they’re not going to be able to understand why they do some of those processes. Obviously, the DEG means nothing if people don’t use it. Why do you think that only a percentage of the industry uses the DEG, despite the fact that it’s proven that it can add money to their bottom line? Arthur Harris: I think as the DEG grows and we create more opportunities for the shops to submit inquiries by making the process easier for them, we will see usage increase. But it’s hard to say why we don’t see more [inquiries]. As we continue to change the way people think in terms of not just accepting a [database] problem, and providing more useful tools for users, we will see an increase [in inquiries]. Larry Montanez: ‘We’re too busy’ is usually the line for anything I give shops to do. It’s always the same excuse: ‘We’re too busy; things are too hectic.’ It’s basically another way for them to tell me, ‘I’m too busy not making money and spinning my wheels.’ It’s all because of poor time-management skills.
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INDUSTRY BRAINSTORMING SESSION continued from page 33 Toby Chess: The people I see out there [in the field] are really good people, but the biggest complaint I hear is, ‘I don’t have enough time.’ When I ask them why, I hear, ‘Every time the car sneezes, we have to put it in our notes,’ ‘We have to do 25 searches for a nut and bolt,’ ‘Our insurance company wants 20 pictures…’ and it goes on and on. You have 40,000 body shops out there, but how many do all the work? Twenty percent of the body shops do 80 percent of the work. I know a shop where the [owner] was doing $2.5 million to $3 million a year and lost the two dealers he was working for. The next thing you know, he’s down to doing a little over $1 million, and I walk into a place that’s a pigsty. He doesn’t know which way is up or down; do you think he’s going to call the DEG? He thinks, ‘Why do I have to care about the rest of the world? I have to take care of myself.’ That’s where the problem is with most of us; our industry doesn’t want to look at ourselves as an industry. We look at ourselves as individuals who only care about individuals.
What can associations and industry groups do more of to help shops build stronger estimates - and stronger profits? Larry Montanez: Industry leaders are paid by their body shops to run these organizations, and they’re not putting their shops in the spotlight and saying, ‘You’re paying me money, we’re getting this stuff done for you and you’re not using it! You ask me to do this, I get it done and then you don’t do anything about it.’ Nobody’s held accountable.
Executive Director’s Thoughts
T
oby sure does know how to hit the nail on the head. This industry is very similar to doctors running their own practices, but their industry has a very strong membership base in the national organizations. Something that we could learn from – their lobby is very powerful. We need to adopt the mindset that collectively, we can make a huge impact.
- Jordan Hendler
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COVER STORY
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by Joel Gausten
THE POINT CHASE
IS OVER:
Inside I-CAR’s Professional Development Program
With its Professional Development Program*, I-CAR is looking to re-establish itself as the industry’s education leader. This month, Hammer & Dolly takes a look into how WMABA is helping to make this long-awaited goal a reality.
If it’s been a few years since you’ve stepped inside an I-CAR class, you’re missing out on a whole new world. One of the automotive industry’s longest-running (and widely-debated) educational entities, I-CAR is working to revitalize its relevance to the collision repair field through the implementation of its new Professional Development Program (PDP). As discussed in last month’s issue of Hammer & Dolly, the Professional Development Program seeks to offer specific role-based education instead of what I-CAR’s own Bill Stage has referred to as the “random acts of training” it provided in the past. For a collision repair business to qualify for the I-CAR Gold Class Professional designation under the Professional Development Program, it must have one I-CAR Platinum Individual designated as a Role Representative in each of the following four roles: • • • •
Refinish Technician Steel Structural Technician Non-Structural Technician Estimator
For those who may not be able to maintain their designations by shifting to the new requirements (or for those for whom roles have not yet been identified), the “5&2” and “10&2” requirements will continue to be recognized through December 2011. Beginning in 2012, students will need to reach incremental milestones toward their full training requirement in order to maintain their designation. According to I-CAR’s Professional Development Program website,* “It is important to identify roles early on and take training that is role-relevant and meets the requirements for each level. This will ensure that there are no breaks in your designation and that you have continuous recognition for your achievements.” I-CAR is currently developing a special (Englishonly) equivalency test element of the program that will allow veteran repairers to prove their skills without having to re-take basic courses. As I-CAR moves forward in transitioning students into the Professional
continued on page 41
*A comprehensive outline of the Professional Development Program’s goals, structure, performance guidelines and transition requirements is available at www.i-car.com/html_pages/recognition/professional_dev_program.shtml.
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“If we’re hiring a structural technician, we don’t want him wasting his time getting points for something that he’s not going to be doing or be responsible for.” – Beau Morris Development Program, repair associations throughout the country – including WMABA - are partnering with I-CAR to help body shop members succeed in making the switch. WMABA Shows Support March 31, 2011 was an important day in the history of ICAR in Virginia. At the State Farm offices in Richmond, a group of shop owners, insurer reps and industry advocates from the area market joined forces in the creation of a new ICAR Richmond Committee to promote I-CAR’s new initiatives and address education needs and concerns throughout the state. The meeting signified a rejuvenated union between WMABA and I-CAR, as Executive Director Jordan Hendler signed on to become the committee’s vice president of marketing. “WMABA and I-CAR have similar interests in furthering the education for repairers,” Hendler explains. “It makes sense that we combine efforts to get the most information and value straight to them. I’m excited to become a committee member in Richmond so that I can learn more about the I-CAR programs and how to correlate that with what WMABA already does throughout our entire region.” Hendler feels that her participation in the committee will also help her address any concerns or misconceptions that repairers have about the Professional Development Program.
“I know that some shops feel as though the new program has set them back from where they were,” she offers. “With the new program, I feel that many will actually get more from the development process and the specified training that comes from being in designated roles.” Despite I-CAR’s upward climb, it is clear that one of the organization’s – as well as the entire industry’s – greatest challenges moving forward is convincing the hardened veterans of yesterday that they don’t really know all it takes to fix today’s vehicles. “If you haven’t been to a class in the last two or three years, you’re already an old timer,” Hendler says. “Vehicle technology is changing at such a rapid pace that you have to have systems to research vehicles - like ALLDATA - because you don’t have enough time in the day to learn about everything that’s coming out. Getting into these classes is not only an eye-opening experience, but it also helps you learn how to do the proper research to repair the car. That’s an important difference today versus just 10 years ago.” With I-CAR’s Richmond Committee up and running, Hendler is hopeful that WMABA will continue to work with I-CAR in establishing similar groups in other membership markets.
continued on page 43
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COVER STORY continued from page 41 As she says, “Now that we’re getting involved with the Richmond area, I’m starting to establish how we can best work together in other areas of our membership region. Focusing on metro areas all over Maryland and Virginia, we hope to strengthen the participation for both organizations.” For longtime WMABA member and Virginia shop owner Beau Morris, ICAR’s new focus on role-specific training is a welcome breath of fresh air. “To have a young adjuster from an insurance company stand in the parking lot and try to debate a repair technique just because his business card says he’s Platinum doesn’t mean that he’s Platinum,” offers Morris, who has been named the I-CAR Richmond Committee’s vice chairman of training. “Under the old way, that adjuster might have been a points chaser; that does not make him qualified to have a discussion on repairing an automobile. If we’re hiring a structural technician, we don’t want him wasting his time getting points for something that he’s not going to be doing or be responsible for.” Hope Versus Reality Though his work with SCRS, CIC and other national entities, WMABA Vice President Barry Dorn has had considerable exposure to I-CAR’s efforts on a widespread scale. After witnessing ICAR’s struggles in the recent past, he is confident that the organization is moving in the right direction to secure a successful future. “I-CAR is willing to listen to change, and follow through with [that change],” he says. “I think that I-CAR has become more aware of what the industry needs rather than what they thought we needed.” Pleased with the initial direction of the Professional Development Program, Dorn believes it will go a long way in offering truly meaningful education to technicians. “The bottom line is that there is nothing that any entity is going to do that
continued on page 47
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COVER STORY continued from page 43 is going to make anyone 100 percent happy, but [the program] gives you a role so that we don’t have painters who are going to structural classes because they need points,” he says. “This goes away from chasing points; the person can choose which they want to go with, then choose a system to help them a follow a path from start to finish.” Regardless of any advancements made by I-CAR and other industry groups to better ensure professional repairs, Dorn cautions that such work is meaningless if technicians fail to keep up with the changes around them. “Vehicle platforms are changing every 120 days,” he explains. “I don’t care how many classes you took last year or the year before; there are new things that are coming out. As repairers, we can barely keep up with the new things that are coming out. Just because someone took a test 10 years ago does not still make them a part of this process. “I started in this industry as a painter; there’s no way I can paint cars now, because I haven’t done it in so long,” Dorn continues. “I hear guys say, ‘Why am I going to take this class when I took it five years ago?’ But I’ve never heard one of my technicians say, ‘You know what? That was the exact same class I took x amount of years ago, and I learned nothing that I didn’t already know.’ My technicians and I always carry something out of these [classes]. If others are saying [they don’t learn anything new], it’s an excuse because they don’t want to go. What concerns me is that these are the people with whom we all compete, and these are the people who are basically telling themselves, the world and their technician, ‘I’m not worth the investment of knowledge into what is going to make me better at what I do.’ That’s very, very sad.” Of course, there is also the matter of what a technician actually does with his or her I-CAR training. In the race to earn as many training credentials as possible, one must never forget that it is the application of this training that actually means something in the real world. As
continued on page 49 June 2011
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Ford Motor Company Approves New SherwinWilliams Clearcoat The new 1100755 Elegance clearcoat from Sherwin-Williams Automotive Finishes (SWAF) has been approved by the Ford Motor Company on a global basis. The clearcoat has undergone the extensive certification process to meet the Ford WSSM2P100-D standard for automotive refinish products to assure that vehicles repaired at its dealerships use automotive refinish products of the highest quality. The Elegance clearcoat was featured in the massive Ford booth at the recent NADA Show in San Francisco. Two new vehicles in its booth showcased the high gloss clearcoat, as more than 18,000 attendees had a chance to see it showcased on the gleaming new 2011 Fiesta models. “We’re pleased that Ford Motor Company chose to use the Elegance clearcoat to highlight two of its vehicles at NADA,” said Jason Crager, SWAF OEM business development manager. “NADA was a great place to show off the high glamour and depth of the Elegance clearcoat. We look forward to providing the product throughout the network of Ford dealerships, as it gives them a terrific option for a very highquality finish.” For more information on the premium Elegance clearcoat, visit www.sher win-automotive .com or call 1-800-SWULTRA (1800-798-5872).
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COVER STORY continued from page 47 optimistic as Dorn is about where ICAR is going, he is equally interested in seeing how this education will be applied to the day-to-day industry. “I think it’s awesome that carriers are sending their folks to I-CAR classes,” he says. “What I have an issue with is that an insurance adjuster can have the same designation as the technician who has actually done the work and repairs and walked the walk for years. Just because you’ve taken a class, it does not mean you have the practical application to do the work. There is a huge difference between education and practical application.” Like Dorn, veteran I-CAR instructor Roy Taylor also feels that I-CAR’s success is based on action, not words. “Hopefully, the student is here to learn something,” he says. “If a student takes a class in the evening, it has to have value at eight in the morning.” Ultimately, Taylor is a firm believer that the Professional Development Program will prove to be a legitimate tool in helping students gain a solid career in an ever-complex field. “I believe once the industry understands the program a little bit better and sees what classes to take when – and students take a class with meaning to help them gain that training path – it will be a huge benefit to the industry,” he says.
Executive Director’s Thoughts
I
t’s encouraging to see the folks in this story lend their industry knowledge to help I-CAR’s advancement in the local markets. I hope to see more repairers put effort and investment into the education of themselves and their employees. I know that it is difficult, but if you’re still repairing cars, you have an obligation to your customer to know what you’re doing. - Jordan Hendler June 2011
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WHO MOVED MY CHEESE? Growing up in a collision repair household, my father was always – and still is – reading management, self-help and inspirational books to keep on top of theories and practices to become a more successful person in business and life. Now, after swearing off the literature as guru trash, I have to say that I’m starting to become aware of the benefits and have started trying my hand and using some theories myself. Long ago, the first book I read – at the behest of my father – was Who Moved
My Cheese? written by Dr. Spencer Johnson. This book, written in big type and less than a hundred pages (My kind of book!), tells a story about mice learning to adapt to their changing environment. The key is practical application in our lives, something which can be practiced on a daily basis. Plus, you can read it in a couple of hours. Another book, Don’t Sweat the Small Stuff… and it’s all small stuff written by Richard Carlson, PH.D., is all about “the simple ways to keep the little things from taking over your life.” It’s been widely popular, and has a great message. What I RECOMMENDED READING (Jeff Hendler’s List) The Game of Work Chuck Coonradt (1-801-484-8866) The Four Laws of Debt Free Prosperity Chuck Coonradt (1-801-484-8866) The Power of Ethical Management Ken Blanchard & Norman V. Peale The Aladdin Factor Jack Canfield & Mark Hansen QBQ - The Questions Behind the Questions John G. Miller Flipping the Switch John G. Miller The One Minute Manager Ken Blanchard & Spencer Johnson One Page Management Riaz Khadem & Robert Lorber Note: Any of the “One Minute Series” Quality Without Tears Philip Crosby Running Things Philip Crosby The Greatest Management Principle In The World Michael le Boeuf Swim With the Sharks Harvey Mackay 13 Fatal Errors Managers Make & How You Can Avoid Them Steven Brown You Can Get Anything You Want (Negotiating) Roger Dawson
love about this book, besides its small size (and bigger font), is that it also gives you useful information that you can use with your business and personal hat on. After suffering a loss recently, I realized that there are many things that we fail to realize we don’t have any control of until they are taken away – out of our control. It really had me perplexed, but I have grown in a short time to learn that it happens to everyone; I’m not under any special circumstance or lightning strike statistic. When I figured that out, I immediately felt better. Not that I’m happy in others’ misery, but that I’m not alone. I only share this because it has such application to our businesses. You think that you’re the only one who gets stonewalled, or beaten up – or down – and that it must just be you who deals with the impossible burdens of this industry. Well, bull! Everyone feels that way – every day. I know this for a fact, because when those who’ve had enough need someone to talk to, they call me up. And I’m thankful every day they do! The more you read about the burdens that all others share with you, the less you feel oppressed by them and liberate yourself with the knowledge of how to address them. It doesn’t mean that you have given up the fight; to the contrary, you’ve picked up tools to combat the problems with. Go to your local bookstore – or if you’re fancy and have an iPad or Kindle or Nook, employ it – and get yourself some inspirational reading. There are many popular books out there, but to the left are some from my father’s must-read list that he’s been sharing around our country to repairers forever.
Top Performance Zig Ziglar Please Understand Me David Keirsey & Marilyn Bates You’ll See It When You Believe It Dr. Wayne Dyer Inspiration Dr. Wayne Dyer Dying Was The Best Thing That Ever Happened to Me William E. Hablitzel, M.D.
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