Hammer & Dolly July 2017

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Pre-Repair Precautions

Defeating Productivity Killers

July 2017 Volume 11, No. 7 $5.95

www.grecopublishing.com

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July 2017

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CONTENTS July 2017

34 2017 WMABA

GOLF OUTING

Fun in the sun for a great cause.

COVERAGE BY ALICIA FIGURELLI

On the cover: WMABA Executive Director Jordan Hendler and association President Mark Schaech, Jr.

LOCAL NEWS 18

MARYLAND AND VIRGINIA SKILLSUSA SHOWCASE EXCITING NEW TECHS Student competitors shine at the annual event.

BY JOEL GAUSTEN

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DEPARTMENTS 6

BY NICK FERNANDES

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Editor’s Message JOEL GAUSTEN

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Executive Director’s Message JORDAN HENDLER

A chat with two new industry members.

NATIONAL NEWS 28

DATABASE ENHANCEMENT GATEWAY ANNOUNCES NEW ADMINISTRATOR

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MS ATTORNEY GENERAL PUBLISHES CONSUMER’S GUIDE TO INSURANCE AND AUTO BODY REPAIR

The DEG moves forward.

A critical document aims to protect vehicle owners.

TECHNICAL FEATURE 38

THINGS YOU MUST DO BEFORE REPAIRS BEGIN

A reminder to walk before you run.

BY LARRY MONTANEZ III, CDA

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WMABA Sponsorship Page

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What’s WMABA Up To?

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WMABA Membership Application

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Industry Pulse

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WMABA Board of Directors

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INDUSTRY ADVICE 42

Calendar of Events

MARYLAND SKILLSUSA WINNERS PREPARE FOR NATIONALS

What are some common killers of productivity that shops don’t realize exist?

BY MIKE ANDERSON, COLLISION ADVICE

ASK MIKE

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President’s Message MARK SCHAECH, JR. Advertisers’ Index

Stock Images © www.istockphoto.com

July 2017

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS

July 24, 2017 SCRS OPEN BOARD OF DIRECTORS ME ETING The Hyatt McCormick Place Hotel, Chicago , IL For more info, visit scrs.com

July 25, 2017 COLLISION INDUSTR Y CONFERENCE The Hyatt McCormick Place Hotel, Chicago , IL For more info, visit ciclink.com

CLASS LISTINGS July 5, 2017

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

Toyota of Waldorf, Waldorf, MD

July 6, 2017

FULL-FRAME PARTIAL REPLACEMENT

King Volkswagen, Gaithersburg, MD

July 11, 2017

AUTOMOTIVE FOAMS

Waldorf Toyota, Waldorf, MD

July 12, 2017

ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS

NT Auto Body Inc., Alexandria, VA

COLOR THEORY, MIXING TONERS & TINTING

FinishMaster, Springfield, VA

July 13, 2017

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY

FinishMaster, Springfield, VA

ALUMINUM INTENSIVE VEHICLE REPAIRS

King Volkswagen, Gaithersburg, MD

ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT

King Volkswagen, Gaithersburg, MD

REPLACEMENT OF STEEL UNITIZED STRUCTURES

Criswell Collision Center, Annapolis, MD

VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW

RNR Auto Body, Hagerstown, MD

July 19, 2017

REPLACEMENT OF STEEL UNITIZED STRUCTURES

FinishMaster, Springfield, VA

VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW

Pohanka Honda, Capitol Heights, MD

July 20, 2017

SECTIONING OF STEEL UNITIZED STRUCTURES

Criswell Collision Center, Annapolis, MD

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July 2017

July 26, 2017

August 16, 2017

VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW

NT Auto Body Inc., Alexandria, VA

SECTIONING OF STEEL UNITIZED STRUCTURES

FinishMaster, Springfield, VA FinishMaster, Springfield, VA

July 27, 2017

STRUCTURAL STRAIGHTENING STEEL

Criswell Collision Center, Annapolis, MD

August 2, 2017

CORROSION PROTECTION

Waldorf Toyota, Waldorf, MD

August 3, 2017

STEERING & SUSPENSION DAMAGE ANALYSIS

King Volkswagen, Gaithersburg, MD

WHEEL ALIGNMENT & DIAGNOSTIC ANGLES

Criswell Collision Center, Annapolis, MD

August 9, 2017

CORROSION PROTECTION

FinishMaster, Springfield, VA

August 10, 2017

AUTOMOTIVE FOAMS

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR SQUEEZE-TYPE RESISTANCE SPOT WELDING

NT Auto Body Inc., Alexandria, VA

August 17, 2017

ADHESIVE BONDING

Uni-Select USA, Baltimore, MD

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY

Criswell Collision Center, Annapolis, MD

August 22, 2017

BLUEPRINTING PROCESS & DAMAGE DISCOVERY

Quality Auto Body & Collision LLC, Mechanicsville, MD

August 24, 2017 MEASURING

FinishMaster, Springfield, VA ADHESIVE BONDING

Criswell Collision Center, Annapolis, MD

ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS

King Volkswagen, Gaithersburg, MD

Caliber Collision Center, Randallstown, MD

SQUEEZE-TYPE RESISTANCE SPOT WELDING

Criswell Collision Center, Annapolis, MD

August 15, 2017

FULL-FRAME PARTIAL REPLACEMENT

Jones Body Shop, Bel Air, MD

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

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KEEP IT GENUINE

INSIST ON GENUINE GM PARTS

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

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

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

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

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

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It takes more than a rubber stamp to create a legitimate certification program. +RZ WR WHOO WKH UHDO FHUWLÀ HU IURP WKH UHVW Anyone can stamp a bunch of letters on a part and call it “certified.” But that’s not what we call certification.

Which is why CAPA created the first true automotive crash part certification program in the industry over 29 years ago. Where rigorous testing, real science, and objective standards provide the certainty of true quality to everyone whose livelihood—or even whose life—depends on a quality repair.

What people think of you is important. So you know what replacement parts to insist on—the only genuine replacement parts tested and found good enough to earn the yellow and blue CAPA Quality Seal.

TM

If it isn’t &$3$ &HUWLÀ HG, it isn’t a genuine replacement part. capacertified.org

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE

YOUR SUMMER HOMEWORK

I hope this letter finds you all well and that you are enjoying the summer. This issue of Hammer & Dolly was a fun one for us to put together, as it details the most recent WMABA Golf Outing. Every year, this highly anticipated event allows members of the industry to join together for an enjoyable day away from the stress of work and a chance to support the future of the field at the same time. WMABA thanks all of the many sponsors and players for making this year’s gathering so successful!

Although the summer months are traditionally viewed as a slower-than-usual time for the collision repair community, there is still plenty going on – and there are many things you can do on a personal level to help elevate this profession.

Before the vocational schools in your area once again open in September, think about the kind of new or future employees you want to have at your business – and then reach out to your local instructors and ask how you can help make that possible. If you’d like insight into how active and talented today’s collision repair and refinishing students truly are, take a look at our coverage of this year’s Maryland and Virginia SkillsUSA Championships. There are fantastic potential hires out in this industry right now; please reach out to your area school and help these great students take their first step into a WMABA OFFICERS

PRESIDENT

VICE PRESIDENT

TREASURER

SECRETARY

IMMEDIATE PAST PRESIDENT

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

BOARD OF DIRECTORS

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

ADMINISTRATION

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

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

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larger world. Consider being a part of your school’s Advisory Committee or becoming a mentor to aspiring technicians. Make yourself available and helpful to the vocational programs that so desperately need your support. I guarantee you that the rewards – to your facility and to the industry at large – will be far greater than the time and commitment you provide to the cause. H&D

July 2017

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR ASSISTANT EDITOR OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Nick Fernandes nick@grecopublishing.com

Donna Greco donna@grecopublishing.com

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

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EXECUTIVE DIRECTOR’S

MESSAGE SUMMERTIME AND MAGIC WANDS Start of Summertime I’m going in two directions this month: Number one, we just had a fantastic, fabulous Golf Outing. It was the one hot day so far this year (of course), but it beats the heck out of a torrential downpour! It was a great time, and there was a great reception and fun people all around. Again, we cannot thank our supporters and sponsors enough for all the hard work they put into helping!

And now for number two, which I offer as some insight. We have had numerous calls from repairers regarding issues they’re experiencing, and this is something that is seemingly growing in frequency and intensity. It most certainly is spelling trouble for our industry, in my opinion, and I think that your willingness to submit all issues - minor to major - is also a factor in this increase. Many of the complaints center on reimbursement problems for operations; some are for third-party vendor issues, while others are the usual Labor Rate complaints.

Troubling me the most are now several years’ old operations that still seem “misunderstood” by our insurance counterparts. When the OEM repair procedures document specific calibration operations (on top of scanning, mind you), then how is that confusing? How is it not necessary? Even if something is new-ish or presented differently in recent history, it most certainly doesn’t mean it is bad or needs to have a “case-by-case” basis approach.

Speaking of the case-by-case basis approach, I find this to be even more troublesome of a tactic to negotiate repair methodology for each and every car. It isn’t even logical. How can a post-repair scan/diagnostic scan – with the same procedural information – be deemed necessary on a Mercedes and not a Honda by the same person with the same company? At the outset, this only looks like a cost-control mechanism and not a safety determination for proper repairs overall.

Furthermore, it is a way that our entire industry – repairers and insurers alike – can keep from owning the problem that there are still shops out there not doing these pre- or post-repair scans properly.

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

Whoever said “summertime and the livin’ is easy” has never been in collision repair.

Okay, Ella Fitzgerald clearly didn’t fix cars.

These facilities are getting away with it because the issue is not alerted by the insurer or the customer. No one wins when lane departure, front-end collision avoidance, seat weight displacement for airbags or other crucial systems are not validated as working properly. In fact, people die from that.

Here’s another ray of sunshine: I am excited to see the Mississippi Attorney General release the Guide (page 30) for consumers that gives them explanations on our very complicated repair industry. I’d really like to see our Virginia or Maryland counterparts embark on the same venture. It’s a great service to the public, and I think they have done a great job with it in Mississippi.

If I Had a Magic Wand My hope for the future is that we can all navigate the advancements of vehicle technologies with not only more freedom, but also with more accountability. Repairers have to own the quality of their repair jobs (regardless of the insurer view), and insurers must step up and learn the proper methodologies that are necessary in today’s world. We don’t fix cars like we did 10 years ago, so saying “it’s how we’ve done it all along” is, frankly, a bogus answer to anything. People who fix the cars and the people who reimburse those doing the fixing are both accountable to the car owner for a safe and proper repair. After all, it’s their family in there.

Thank you for taking the time to follow me through these turbulent issues. I hope that when you encounter your version of a problem (a person or logistic), you feel comfortable sharing your experience and come to us for advice or support. We are always here to help! H&D

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

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THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2017!

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

www.wmaba.com

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

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Find more association updates at www.wmaba.com.

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

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

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

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

JOIN TODAY!

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July 2017

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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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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INDUSTRY PULSE

©istockphoto.com/art12321r

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DEAR HAMMER & DOLLY: Editor’s note: Hammer & Dolly Publisher Thomas Greco recently received a letter from GEICO in response to Tom Slear’s article, “Insurers and Scanning: A ‘Very Big Disrupter,’” in our June 2017 issue. The passage in question precedes the letter for our readers’ reference:

Joe Lacy, GEICO’s director of performance review – “I manage the folks who go out and audit our adjusters,” he says – insists that GEICO feels pre- and post-repair scans are needed and will pay for them.

“We are not going to argue,” he says. “All the manufacturers say it’s necessary. We’ve made the commitment. We are going to do it.

How do you argue with manufacturing? It’s a requirement.”

Within GEICO, the problem isn’t resistance, but inertia. In all large corporations, there’s perfunctory communication and real communication. The former is the plethora of emails and memos that employees barely read and rarely follow. The latter is the notes and guidance from direct supervisors that indicate clearly what action needs to be taken. The former travels quickly but has little effect. The latter travels slowly and oftentimes inaccurately, yet it’s what ultimately moves organizations in one direction or another.

GEICO employs some 3,000 adjusters.

Lacy would like to say they are all on the same page, but he knows better. The approach from a GEICO adjuster should be: If the scan makes sense, then GEICO will pay for it.

“If the shop can do [a scan] in-house – fine,” he says. “If subbed out, we’ll pay the rate as long as it is competitive. I understand this is a mechanical procedure, and those rates are solid.”

July 2017

H&D

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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

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

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

e-mail: vwwholesale@ourisman.co

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LOCAL

NEWS Maryland and Virginia SkillsUSA Showcase Exciting New Techs Some of the best technicians in today’s industry can be found in your local vocational school.

This was the major takeaway from the recent SkillsUSA Championships in Maryland and Virginia, which saw dozens of students wow volunteer judges with their impressive talents. Held at the Center of Applied Technology – North in Severn, the Maryland SkillsUSA event made winners out of the following deserving students:

Automotive Refinishing Technology Gold - Taylor Hill (Center of Applied Technology – North) Silver - Joshua Odum (Center of Applied Technology – North) Bronze - Lucas Martz (Washington County Tech High School); Collision Repair Technology Gold - Cheyenne Howard (Center of Applied Technology – North) Silver - Kyle Derr (Center of Applied Technology – North) Bronze - Austin Fuller (Washington County Tech High School).

(Turn to page 22 to read more about Maryland’s Gold winners.)

Special thanks go to: Jim Lohan and LKQ250/Keystone, Bill Trieschman and Caton Auto Body, O’Donnell Honda, National Coatings, Tim Karopchinsky and JBA Collision Center, BASF, 3M and GEICO for donating supplies to the Maryland contest.

Also, special thanks to the companies that provided judges to this year’s event: Caton Auto Body, O’Donnell Collision Center, Gerber Collision, Capitol Collision Equipment, Caliber Collision, Ourisman Chevrolet of Bowie, Middleton and Meads, Signature Finishes, Brown’s Honda, BMW of Towson, Day’s Auto Body, Inc. and B&L Sales.

Held at Service King in Fredericksburg, the Virginia SkillsUSA Championships for Collision Repair and Automotive Refinishing Technology drew 28 students from across the commonwealth. Service King generously hosted the competition, assisted with judging and provided lunch and gift bags for all the contestants. FinishMaster of Stafford donated products, materials and prizes in addition to supplying volunteers, while LKQ provided sheet metal parts for the Collision and Refinishing competitions. USAA insurance ran the interview and estimating sections, while company representatives also acted as judges.

Maryland SkillsUSA Refinishing judges. Back Row: Tommy Detrich (Signature Finishes), Chuck Lohrfink (B&L Sales), Ronnie Day (Day’s Auto Body), Chris Koucheravy (Brown’s Honda), Joe Weissner. Front Row: Chris Polston (BMW of Towson), Adrien Cephas (BMW of Towson), Jared Heinz (BMW of Towson), Lewis Hicks (Middleton and Meads), Matt Pratt (contest chair - O’Donnell Honda), Kyle Weissner (O’Donnell Honda)

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New faces, new talents.

The event also drew support from I-CAR, with personnel donating time to help judge the work on display.

The Collision competition tested students on interviewing, welding, metal panel straightening, estimating and plastic repair. It also featured an ASE-style test for non-structural repair. The Refinishing side featured an interview portion, an estimating section and stations for bare metal, scratch repair and blending. Students also had to take an I-CAR-style color theory test.

The Virginia SkillsUSA yielded the following winners:

Automotive Refinishing Technology (High School) Gold - Robbie Schroth (Northern Neck Technical Center) Silver - Angel Maturano Garcia (Chantilly Academy) Bronze - Christopher Payne (Dowell J. Howard Vocational Center) Collision Repair Technology (High School) Gold - CJ Newsome (Northern Neck Technical Center)

BY JOEL GAUSTEN

Silver - Ricky Hatcher (Washington County Career & Tech Ed Center) Bronze - Stefan Toney (Pittsylvania Career & Technical Center) Collision Repair Technology (College) Gold - Julio Sanchez (Arlington Career Center) Silver - Jayson A’len Delgado (Arlington Career Center).

Event organizers would like to thank the following judges and volunteers for making the Virginia SkillsUSA possible: James Barnes (event chairman), Shelly Regalla, Raymond Sanchez, Kirk Robinson, Florence Catlett, Scott Foulke, Ryan Harper, Mike Garrison, Bejan Modarress, Matt Robbins, Paul McGrath, Richard Strong, Ray Folsum, Todd Miller, Kevin Wolfrey, Sandra Williams, Douglas Warren, Cathy Queirolo, Raul Medrano, Daniel Antinori, Andrew Jenks, Phil Rice, Larry Kersey, George Sanders, Chris Huff, Chad Brown, Carol Curtis, Kevin Wynn, Art Hooper, Wendell Bankett, Chuck Aruanno, Bruce White, Thomas Clark, Dave Wine and Mike Alexander. continued on page 20

Maryland SkillsUSA Refinishing competitors. Left to right: Austin Geisler, Jack Foster, Marquis Branson, Brady Tucker, Chad Burch, Taylor Hill, Joshua Odum, Emily Miller, Kevin Davis Jr., Lucas Martz, Matthew Kyle

Above: Volunteers and supporters drove the Virginia SkillsUSA Championships.

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Maryland SkillsUSA Collision judges. Left to Right: Troy Kline (Caton Auto Body), Bill Trieschman Jr. (Caton Auto Body), Gary Erculiani (Gerber Collision), Daniel Horwath (O’Donnell Collision Center), Joe Rhinehart (O’Donnell Honda), Dave Hardester (Capitol Collision Equipment), Beth Meckel (Caliber Collision), Bill Trieschman Sr. (Caton Auto Body), Ray Kopchinski (Caliber Collision) Not Pictured: Tim Hession (GEICO), Jacob Hollandsworth (O’Donnell Honda), Jason Rose (GEICO), Craig Chapman (GEICO), Becky Haba (GEICO), Don Beaver (Ourisman Chevrolet of Bowie), Jaime Shewbridge (contest chair- State Farm Insurance)

WMABA Secretary Phil Rice (center) was one of the many industry volunteers at the Virginia SkillsUSA. continued from page 19

Having this level of industry support made the state competition a huge success.

At press time, all three Gold winners were set to move on to compete in the 53rd annual National Leadership and Skills Conference, scheduled for June 19-23 in Louisville, KY. Look for the results from this event (as well as a feature on the Virginia SkillsUSA winners) in next month’s Hammer & Dolly.

For more information on SkillsUSA, visit skillsusa.org. H&D

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Maryland SkillsUSA Collision competitors. Clockwise from top left: Austin Fuller, Cody Botorf, Derek Kaylor, Joshua Ramos, Kyle Derr (center). Not pictured: Cheyenne Howard, Hailee Wilson, Brandon Williams

Maryland photos by Caite Shewbridge, Jaime Shewbridge and Amanda Bolton Virginia photos by Chris Huff

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

Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

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

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

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

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

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

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

July 2017

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LOCAL

NEWS Maryland SkillsUSA Winners

PREPARE FOR NATIONALS

Two auto service students from the Center for Applied Technology – North (Severn, MD) received Gold medals at the Maryland SkillsUSA Championships and were headed to Louisville, KY to compete at the 53rd annual National Leadership and Skills Conference from June 19-23 when Hammer & Dolly went to press.

Cheyenne Howard – who took home first place in Collision Repair Technology – never thought she would become involved with SkillsUSA, but she qualified to take part in the event after placing third in an in-class competition.

“It was very exciting, but I didn’t even expect to make it to [the Maryland] SkillsUSA. Finding that out was just breathtaking.”

When she discovered she was MD SkillsUSA Collision moving on to the state competition, Repair Technology Gold Medalist Cheyenne Howard Howard spent the next three weeks

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Refinishing Gold Medalist Taylor Hill in action

staying after school to practice each procedure. Of all the repairs involved, she enjoyed metal straightening and body filler the most.

“I liked that I had to be very precise in order for them to come out perfect.”

Keith Brown, the collision repair instructor at the Center for Applied Technology – North, describes Howard as a mature student who is able to pick up on new lessons very easily.

“She is a natural. She hears something and does it. She picks it up the first time.”

Brown adds that teaching her for the past two years was a pleasant experience.

“Cheyenne has always been a pleasure to teach because she pays attention, which is why she picks up on things so well. She has always shown an interest in doing well with whatever I teach her.”

As she gets ready to travel to Kentucky, Howard is working on perfecting her skills and doing her best to quickly adapt to the procedures she is not used to.

“I’m a little nervous because I know there will be so many tasks to complete and they will require more attention to detail, but it will be a great experience even if I don’t win.”

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A look at rising stars.

BY NICK FERNANDES

Howard developed an interest in cars at an early age and started to think about a career in the industry after taking her first automotive course as a freshman.

“I grew up around boys, so I was always interested in cars.”

Although Howard likes to look at auto service as something that is fun rather than competitive, she understands that entering the industry will not be a simple task.

“I want to open my own shop one day, and it does make me nervous knowing how competitive this industry is and that there’s a lot of people out there who are better than me.”

Taylor Hill – Maryland's Automotive Refinishing Technology Gold Medalist – started taking auto body classes during her freshman year and immediately it became a career interest for her.

“Before I started high school, I was into cosmetology, which is kind of funny when I think of it now,” she said with a laugh.

It was also around that time that the junior started to show an interest in participating in SkillsUSA. “I was a little nervous going into the competition, but it wound up being a lot of fun.”

Although she excelled in every section, Hill’s favorite one was spot repair.

“The blending of the colors was just so interesting.”

After testing out a variety of departments a body shop has, Hill has decided that her dream is to one day become a head painter.

“The artistic component of painting caught my attention, and I’ve been drawn to it ever since. I think it’s the best job to have in a shop because it allows you to be creative.”

To prepare for the national competition, Hill will spend more time in her school’s auto repair facility and put in extra hours at her job at O’Donnell Collision Repairs (Catonsville, MD).

Now, she’s ready to take her competitive skills to the next level.

“I’m excited and nervous at the same time.”

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Executive Director’s Thoughts

Having competed myself in the state SkillsUSA competition (back when it was called VICA), I couldn’t be more proud of these two and the dedication they already have to the craft.

Seeing it as a lifelong career, they give us the glimmer of hope for our future technicians!

- Jordan Hendler

July 2017

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A new IP ally.

NATIONAL

NEWS Database Enhancement Gateway Announces New Administrator The Database Enhancement Gateway (DEG; DEGweb.org) has announced the hiring of Danny Gredinberg as the new administrator of the free online service, addressing inquiries about collision repair estimating data. With nearly 16 years of collision repair experience as a certified technician, estimator and senior technical repair advisor, Gredinberg brings a wealth of experience and insight to the position, providing a fresh perspective for the DEG. As an experienced user of the DEG in his prior roles, Gredinberg saw great benefit from using it to submit inquiries on errors, inaccuracies or omissions found in the estimating data content. As an end-user, he found the submission site to be an effective mechanism to make positive changes through feedback and interaction with the Information Providers.

“It’s an exciting time to be in the collision repair industry,” Gredinberg said. “The advancement of vehicle technology is evolving and changing quickly – from vehicle construction, advanced driver assist systems, repair methods, tooling and training. We sometimes forget how challenging it can be to capture those dynamic changes to the vehicles and get the information out to the people working on them. The Information Providers rely heavily on the OEMs for information, but there is a tremendous resource in having regular feedback from technicians and collision repair businesses who have the vehicle in front of them and can communicate areas where the data may not align with the vehicle reality.”

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degweb.org Danny Gredinberg

Ron Reichen, a member of the Joint Operating Committee, commended Gredinberg for his work experience and skills.

“Danny really seems to be the ideal individual to assume the role of DEG administrator. I’ve had the opportunity to work with him directly in the past through other programs, and I think we all believe his technical aptitude and passion for advancing the industry are going to serve the DEG well.

Danny shares the values of the DEG and is committed to continue its legacy in the spirit of March Taylor – doing the right things, the right way for the right reasons.”

Gredinberg assumed control of inquiries starting May 29, and he will work closely with end-users on resolving both existing and new submissions.

“I am really passionate about giving back to this industry and helping to raise awareness and understanding of the information necessary to capture accurate repair procedures. The DEG isn’t [just] about [addressing] labor times; it’s really about helping to educate those using the system to facilitate feedback to those developing it and to get accurate information to the collision repair industry in the most efficient way possible. I’m proud to be a part of it and to have the opportunity to work closely with great organizations like AASP and SCRS to make a difference.”

For additional information about the DEG, or for inquiries regarding estimating data, visit degweb.org. H&D

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

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NATIONAL

NEWS MS Attorney General Publishes

Consumer’s Guide to Insurance and Auto Body Repair

machines and training for collision repair technicians are very technical and expensive. In order to place a vehicle back in its preaccident condition, some body shops have to buy expensive machines or tools and have their technicians trained and certified on the repair procedures for certain makes of vehicles. Some collision repair shops [that] do not obtain these certifications and tools may offer to do a repair cheaper. The goal of the insurance companies is to keep repair prices as low as possible. Therein lies the conflict for consumers to navigate. Our goal is to help consumers be aware of issues and understand their rights in the repair process.”

The information provided in the Guide is presented in the following categories: Know What Your Policy Covers Right to Choose Body Repair Shop Proper Repair Pre-Repair Considerations Types of Parts Used in Repair After the Repair Additional Resources

In a major move that could inspire other states to move forward with similar initiatives, Mississippi Attorney General Jim Hood has announced the release of the Consumer’s Guide to Insurance and Auto Body Repair.

According to an official statement from the Attorney General’s Office, the Guide addresses what consumers should expect from their insurance companies and auto body shops, how to choose a facility and the different types of repair costs and warranties.

“Our Consumer Protection Division receives complaints from consumers about disputes between insurance companies and collision repair shops,” said General Hood. “Due to the lighter, spaceage materials used in newer model cars, the repair procedures,

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The Guide was created through the efforts of the Mississippi Auto Repair Task Force, which was convened by the Attorney General’s Office in August 2016 in an attempt to give consumers some guidance on navigating the relationship between the collision repair and insurance industry. The Mississippi Auto Repair Task Force includes the Mississippi Insurance Department, auto body repair shops, insurers, auto manufacturers, aftermarket parts manufacturers and other industry representatives. That group met to find common ground on best practices for the future and discuss concerns and desires to better meet the needs of consumers.

The Mississippi Collision Repair Association praised the creation of the Guide in an official statement.

“To say this is a monumental day would be an understatement …

This is a testament to the good that can come when shops, insurance companies, parts makers and regulators come to the table for the good of consumers.”

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Online help for collision customers.

However, not everyone is pleased with the creation and distribution of the consumerfocused document, as made clear in a recent Property Casualty Insurers Association of America press release.

“While PCI generally appreciates all efforts to educate consumers on auto body repairs, we are disappointed with the Consumer Guide to Auto Body Repair recently issued by Attorney General Hood.

Principally, PCI is concerned that the Guide may confuse and mislead consumers and body shops because it differs significantly from repair requirements proscribed by Mississippi law and from directives issued by the Mississippi Department of Insurance. Moreover, the Guide does not recognize that insurers and consumers share the same goals following an accident – ensuring the consumer’s well-being and the prompt and proper repair of the damaged vehicle. Nor does the Guide note the important role insurers play in protecting consumers from being taken advantage of when estimates include excessive charges or operations that are not necessary to properly repair a vehicle. Because of the likelihood of confusion for consumers, PCI cannot sign on to or otherwise support the Guide.”

The Consumer’s Guide to Insurance and Auto Body Repair is available online at tinyurl.com/y89cx5vu. H&D

Executive Director’s Thoughts this Guide is a great breakthrough for Mississippi. our hope here for Virginia and Maryland is that this creates a bridge to show that these types of consumeroriented tools can make all the difference when it comes to their repair experience and the guidelines of relationships between repairers and insurers. - Jordan Hendler

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July 2017

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COVER STORY

Camaraderie on the course.

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2017 WMABA Golf Outing HIGHLIGHTS May 17, 2017 Heritage Hunt Golf & Country Club Gainesville, VA Benefiting the Jerry Dalton Memorial Education Fund Always, in Memory of John A. Mattos COVERAGE BY ALICIA FIGURELLI

All names listed in captions are L-R unless otherwise noted.

1 WheelsOnsite team: Brian Dean, Brandon

3 National Coatings & Supplies team 1: Rick

Koeth, John Procacina, Mark Zavacky

Jaszczuk, Tim Walsh

Plum, John Poole, Roger Colbert

Acosta, Kevin Morris

Elliott, Bucky Hess, Chris Dolan

Fisher, Gary Fortado, Jake Wrenn

Gibson, Jim Beck

Craig Schiffbauer, Jim Houston

Aktalay

Guarav Sharma, Matt Hall

Ellison, Teddy Crabtree, Harry Jones

4 National Coatings & Supplies team 2: Danny 7 BASF team 1: Bobby Cox, Rob Brunner, Scott

10 PPG team 2: Kirk McGinley, Larry Porch,

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2 Enterprise team: Nate Baude, Chad Small, Tim

July 2017

5 Sherwin Williams team 2: Chris Butler, Owen 8 BASF team 2: Gary Miller, Thaddeus Green,

11 FinishMaster / AutoCraft team: Sam Belk, Bob

6 Sherwin Williams team 1: Brandon Meyer, David 9 Axalta team: Jake Autry, Steve Dunton, Chris

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12 FinishMaster team 2 (pictured with Michelle Lilja

13 PPG team 1: Tom Brown, Scott Mesick, Brian

14 Mid-Atlantic Paint & Supply team: Ralph

at far left): Jenny Kim, Don Kim, Jun Kim, Sun Jin

Bauer, James Coggins

Kozielec, Phillip Wilson, Chris Burkett, Jason Gimesky

Mahoney, Walter Hughes, Wayne Anderson

O’Neill, Jet Taylor, Tom Price

Berkheimer, Garland Knobluck, Dean Berkheimer

Cook, Troy Bartz, Randy Lewis

Dixon, Bob Amos, Ross Mountcasel

Gary Danich, Steve McMahon

Scott Harper, Barbara Keane, Chris Barrett

Lohan. Not pictured: David Thompson, Matt Caddy.

Turpin, Dan Scilipote

15 Single Source team: Chuck Anderson, Benny 18 Auto Paint Supply team 1: Bryan Hicks, Paul 21 Automotive Training Institute team: Greg Enzler,

16 Chesapeake Automotive Equipment team: Pat 19 Auto Paint Supply team 2: Mike McCrary, Tom 22 Akzo Nobel / LKQ team: Tim Ebright, Jim

17 BAPS Auto Paint Supply team: Mark Miller, Brett 20 Akzo Nobel team: Harold Moore, Art Nantabutr, 23 Nyquist team: Tim Morales, Larry Storck, Jim

July 2017

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COVER STORY

WMABA would like to thank these sponsors for making this year’s Golf Outing such a success: LEVEL 1 SPONSORS

LEVEL 2 SPONSORS

Automotive Training Institute Certified Automotive Parts Association FinishMaster

Mid-Atlantic Paint & Supply

National Coatings & Supplies WheelsOnsite

2017 HOLE SPONSORS

Chandler’s Collision Center Dorn’s Body & Paint Hammer & Dolly / Thomas Greco Publishing Insurance Auto Auctions Karen Radley Acura Volkswagen Mark’s Body Shop

BEVERAGE CART SPONSOR Mid-Atlantic Paint & Supply

CLOSEST-TO-THE-PIN SPONSOR B&R Associates

RECEPTION DRAWING SPONSOR BAPS Auto Paint & Supply

TEE PRIZE SPONSOR 3M Automotive

BOXED LUNCH SPONSOR Brandywine Automotive Parts

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Tournament Winner Sherwin-Williams team 2nd Place Team WheelsOnsite

Closest-to-the-Pin Winner (Hole #18) Gary Miller Longest Drive Winner (Hole #12) Brandon Koeth

This year, WMABA’s Jerry Dalton Memorial Education Fund fundraiser hole featured an exciting cornhole tournament and raffle. Bob Ellison took home the grand prize of a Nikon RangeFinder, while James Coggins was the winner of the actual cornhole game materials, courtesy of Sherwin-Williams.

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TECHNICAL

FEATURE THINGS YOU MUST DO BEFORE REPAIRS BEGIN

Imagine for a moment that you’re experiencing abdominal pains, so you go to the doctor and explain your issue. When you meet with your physician, verbal explanations or visual inspections will reveal all the necessary information. The doctor will perform a variety of tests; one of the first will be a physical exam. This would generally include a careful examination of your abdomen, heart and lungs in order to pinpoint the source of the pain.

After the physical exam, some laboratory tests may or may not help to determine the cause of the abdominal pain. Along with the information gained from the questions you’re asked and the physical examination performed by the doctor, certain additional tests may be ordered and could assist in determining the diagnosis.

At the same time of the laboratory test, radiology tests might also be performed. Additionally, ultrasound – a painless procedure useful in finding some causes of abdominal pain – might also be employed.

The doctor could also utilize a computerized tomography (CT) scan, which is a special type of X-ray that provides useful information about the liver, pancreas, kidneys, ureters, spleen and small and large intestines.

The doctor may perform some, if not all, of these tests to find the root cause. In some cases, the diagnosis can be done without testing due to the information you provide. The cause of the pain may be clear without any tests and may be known not to be serious. If you do undergo tests, the professional should explain the results to you.

Now, you may want to go back and reread these last few paragraphs (and maybe even take some notes), because what I am about to talk about is very similar to the above scenario. In the collision repair industry, I’ve heard more than a few shop owners use excuses for not performing proper procedures in the same manner as the doctor might above. The excuses include any of the following: “We don’t have the time.”

“They won’t pay us for that.”

“We don’t have the equipment.”

“We don’t get paid enough to purchase the equipment and afford the training.”

“They told us it was unnecessary.”

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These statements are heard every day. The insurer has no say on Labor Rates or how the vehicle is repaired (or what parts are utilized or what diagnostic operations need to be performed) once they elect to pay for the repairs. Because you are the professional and are liable, you are required to repair the vehicle properly (abiding by the OEM protocols and procedures), and only the vehicle owner can approve or allow the required repairs to their vehicle. So…if the vehicle is the patient and you are the doctor, what operations must you perform prior to beginning repairs?

The example I will use is a 2017 Sport Edition four-door sedan. (Choose any make – Toyota, Nissan, Honda, Chevrolet, Ford or Chrysler/ Dodge – as the make, model and construction substrates are irrelevant. Every single collision damaged vehicle pre-repair process would be the same.) Note that this will be for “COLLISION DAMAGE,” not cosmetic vandalism damage and/or theft claims/stolen components. The vehicle has been captured by the damage assessors, all paperwork has been signed and the vehicle was assigned an RO number.

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Setting up a complete job.

BY LARRY MONTANEZ III, CDA

After the vehicle is signed up, it will wait its turn for pre-diagnosis, which should be within two hours of capture. This vehicle sustained damage to the left front corner and side, and the following components require replacement: Front Bumper Fascia Left Front Headlamp Assembly Left Front Fender Panel Left Front Aluminum Alloy Rim Left Front Side View Mirror Assembly

The following components sustained damage but are repairable:

Hood Panel (scratches and scrapes on left edge) Left Front Outer Door Panel (scrapes and scratches) Left Rear Outer Door Panel (scrapes and scratches) Left Rear Quarter Panel (scrapes and scratches)

Once it is the vehicle’s turn for the pre-repair inspection (triage, blueprinting, x-ray, full teardown, full disassembly or whatever catchy name you want to use), the following is a list of operations that are required to ensure accurate repairs and eliminate work stoppages and missed items: (Additionally, these operations, which should become your SOPs, will assist in preventing unknown issues at the completion of repairs.)

Wash and degrease the vehicle.

Take documentation photos. The views should be as follows: Public VIN; VIN Label; Mileage; License Plate; DMV Stickers; Front, Rear, Right Front and Rear 3/4; Left Front and Rear 3/4; Right Side; Left Side; Overhead of Left Front Corner; Left Corner of Front Bumper Fascia Front and Right Side; Left Front Fender Panel; Left Front Wheel; Left Front Outer Door Panel; Left Front Side View Mirror Assembly; Left Rear Outer Door Panel; and Left Rear Quarter Panel.

Additionally, take height photos of the damage with a Keson Pocket Rod. Make sure to capture the rod on the ground. These photos will assist the insurance company later if there is subrogation. Remember, all photos must be taken on a plane and not from the shooter’s eye-level perspective.

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TECHNICAL FEATURE Run the VIN with the dealer to obtain all the options the vehicle is equipped with (such as lane departure, lane keep, parking aid, parking assist, distance cruise control and pre-collision systems, to name a few). Knowing the options will assist the damage assessors in reviewing the procedures for these systems in the mechanical or electrical sections of the repair manual, as they will generally not be mentioned in that publication’s collision repair section.

Perform a diagnostic scan of the vehicle systems and determine which are collision-related and which are unrelated (or pre-existing issues).

Now, perform a preliminary check of the vehicle. Start at the opposite end of the damage, which would be the right rear tail lamp area. Check the truck panel gaps, open/close operation, rear door gaps and operation, front door gaps and operation and hood panel gaps and operation. It was noted that the hood to the left of the front fender panel gap was negative and the right-side gap was excessively positive at the front area.

Make sure the steering wheel is straight, and try to have the vehicle on a flat surface. Now, check all four-wheel positions. Also take note of the tire position when viewed from the front or the rear and from the side. In this example, there were no visible indications of misalignment.

Next, partially disassemble the vehicle. In this example, remove the front bumper fascia, left head lamp assembly, left front fender panel and splash skirt. After disassembly, it was noted that the front bumper absorber was deformed and fractured, but the bumper reinforcement was unremarkable. In addition to the headlamp lens being fractured, three mounting tabs on the rear of the lamp were fractured and separated. This evidence (along with the unacceptable hood panel gaps) suggested there may be structural misalignment.

Next, measure the vehicle with a three-dimensional electronic measuring system. (Follow the EME54 Theory.) In this example, the radiator core support and front area of the upper and lower uni-rails (frame) were displaced towards the right.

I performed a run-out test of the front wheels and found a slight wobble on the left wheel assembly. The right wheel assembly and hub were unremarkable. I swapped the known good right-wheel assembly with the questionable left frontwheel assembly. The left wheel wobbled on the right hub, indicating that the aluminum alloy rim was deformed (besides sustaining gouges and scrapes to the face). The known good right wheel rotated in an unremarkable manner. I removed the front wheels and performed a comparative right-to-left side measurement of the suspension components. It was determined that the cast aluminum knuckle was slightly deformed and displaced at the attachment to the strut cartridge. I then used a mechanic’s stethoscope or microphone to listen to the hub bearing assembly. A scraping noise was heard on the left side, indicating at minimum a deformed ball bearing in that assembly.

Now, the damage assessors will categorize the components that must be replaced, those that must be repaired and those that will be affected by the repairs.

All components that were removed and will be reinstalled after repairs (and that do not require repair and/or refinishing, such as the right headlamp assembly, door trim panels, etc.) must be wrapped and protected.

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Now, the damage assessor will start their damage report by looking up all the OEM replacement procedures, fasteners and material requirements. HOT TIP: Look up all electronic system components that will be removed, such as the parking aid and precollision avoidance system. This vehicle uses information from the distance cruise control camera (which is mounted to the grille and was R&I’d during the blueprinting), and the front and rear parking sensors. The information on what is required for these systems will be in the mechanical or electronic section of the manual under replacement procedures.

Now, the damage assessors will send out a parts, fastener and materials price check or pre-order to the dealer. The assessor will continue with writing the damage repairs while waiting for the accurate prices.

During the writing of the report (or just prior), the damage assessor may have conversations with the structural and refinish technicians to determine what operations are required and the approximate judgement repair times. This will give the damage assessor a better understanding of what is required (and why).

Now, the damage assessor will complete the damage report and will review it with the parts manager, structural repair technician and foreman. Any and all corrections will be made then.

Now, the vehicle will be placed in the waiting area for inspection from the insurer (if they do choose to exercise their right to inspect the vehicle).

Once the dealer sends back the parts list with the verified prices, the damage assessor can complete their damage report by making the adjustments to the prices and parts numbers (if necessary). Once this is completed, this now will become the repair facility’s FINAL INVOICE. Once the insurance company shows up to inspect the vehicle, be sure to check your state laws on the allowable time they can take before they start to forfeit some of their rights. The damage assessor will present the final invoice and explain to the insurer that these are the charges they owe the vehicle owner to restore the vehicle to its pre-loss condition as per the OEM protocols and procedures.

Once the insurer leaves, the repairs can begin if you inform the vehicle owner of the costs and receive their approval and signed permission.

Please feel free to make this a Standard Operating Procedure (SOP) for your shop, and feel free to make changes to the list that are applicable to your shop. As always, please send me an email if you have any questions or concerns. H&D

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

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INDUSTRY

ADVICE

ASK MIKE What are some common killers of productivity that most shop owners don’t realize exist?

In our newest regular feature, we welcome industry icon and former VA-based shop owner Mike Anderson (Collision Advice) to discuss some of the collision repair community’s biggest questions and concerns. This month, we tackle the topic of hidden killers of productivity that can affect virtually every shop out there. We at Hammer & Dolly hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

Hammer & Dolly: Based on your experiences working with shops in this industry, what do you see as some of the common killers of productivity that most shops don’t realize even exist?

Mike Anderson: As I travel across the country and work with hundreds of shops, one of the things that I have learned is that for every person you have in the collision department of your body shop – let’s say four techs or three techs and a helper, but not anyone in the refinish department – you should be turning between $53,000 to $63,000 a month in sales on average per technician. Therefore, five times $63,000 would be $315,000. But when I go in and see a lot of shops, they’re not turning those kind of numbers; they’re only turning maybe $45,000 a month in sales per technician. When we start looking at that, we’re like, ‘Wow, they

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should be turning more.’ Now, I want to add a caveat there – with a smile – that this does not apply to Larry Montanez’s consulting clients in New York! But when I start to look at why people are not being productive enough, I generally look first at cycle time in three microcycles: Pre-repair, repair and post-repair.

Pre-repair is arrival to start, repair is start to complete and post-repair is complete to delivered. There are a lot of things that happen before the technician gets the vehicle or after they are done with it that really impact our cycle time, which impacts our sales.

There are four things that impact prerepair: Number one is scheduling. We take in more cars than we can process in a given day, and they sit for a couple of days.

The second thing is administrative bottlenecks; shops are understaffed in the office, and the shop tears down cars faster than the office staff can write the estimate or get approvals.

The third thing is 100 percent disassembly. If we don’t do that in the very beginning, we’re going to have starts and stops throughout the process, which impacts productivity.

Last but not least, we have to be able to get the right part the first time as fast as possible.

If we can do those things really well, then the vehicle tends to go through the shop faster. The faster we fix cars, the quicker we can get other cars in and improve our sales.

There’s a myth out there that if you fix cars fast, you’re not doing quality work. I have to disagree with that. I know shops that fix cars fast and do exceptional work, and I know shops that take a long time and do horrible work. There are arguments on both sides, but at the end of the day, you can fix cars fast and do quality work as long as you schedule properly, you’ve streamlined your administrative processes and you’re not bottlenecked there. You also have to do a 100 percent teardown and have a really good sheet. If we do those things, we tend to see that the vehicle flows through the shop very fast.

Then we have post-repair. A lot of times, the tech gets done with the car, it’s checked, washed and cleaned up. But paperwork chases the car; we’re waiting to get an approval from somebody, finalize the car or get payment. Now, the vehicle sits for a day or two. And all those problems are caused by not doing that pre-repair process right.

So when we look at productivity, a lot of times people go in and “5S” their shop – sort, set, shine, standardize, sustain – and organize everything, buy more paint booths and frame machines and hire more technicians. But I find that the problem in a lot of cases isn’t in the production side of the shop; the problem is the things that happen before you even start on a car.

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Insights and advice from an industry mentor.

H&D: All of this sounds great, but what are some hurdles that shops face in getting their pre-existing staff to change to where this is fully embraced and implemented?

MA: What I tend to see is that a lot of owners and managers try to do it to their employees and not with their employees. When you do something to your employees, it’s like a dictatorship; they’re just going to push back at you. But when you do it with them, their voice counts; they feel like they’ve been heard.

They’ve got skin in the game; they were part of the discussion to say how the shop is going to do things.

H&D: What are the fundamental first steps a shop owner should take if they see that their business’ productivity is not where it needs to be? Also, are there general things that any shop – regardless of size – needs to do to get the process moving in a better direction?

MA: One is looking at data – data tells a story. I once learned something from a guy who was a higher-up at a dealership group. He said, ‘Mike, data tells you to do one of two things – celebrate or go look.’ Let’s say that the average length of rental or cycle time in your area is 12 days and you’re at nine days. You’re three days better, and you should celebrate with your employees. We don’t celebrate often enough.

All we do is beat them up when things are bad; we need to celebrate more. But if the average length of rental is nine days at you’re at 12, well then you need to go look. You need to spend some time out in the shop and see what’s going on.

We have something called the Ohno Circle; that is something from Toyota. That is when you put a circle in the middle of the floor, and if you thought somebody had managerial potential, you would say, ‘Stand in that circle and just observe and tell me what you see at the end of the day.’ You come back later and ask, ‘What do you see?’ The candidate

responds, ‘Well, I noticed this person’s walked back and forth six times.’ At the end of the day, you would find out why that person was walking back and forth six times. Maybe it is something where you can relocate the equipment closer to him or her to make it more efficient. In Japanese culture, that is how it was determined whether someone was a good managerial candidate or not – through their ability to observe waste or inefficiencies.

Sometimes, when you’re living inside your own little aquarium, you have a sheltered look – you can’t see the forest for the trees. It’s good to sometimes just observe and note what you see. H&D Do you have a question for Mike?

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

Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).

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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: 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

Passport Nissan 5000 Auth Way Suitland, MD 20746 Phone: 301-423-6930 Fax: 301-423-2965

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Mark Schaech, Jr.

(410) 358-5155 mark@marksbodyshop.com

PRESIDENT’S

MESSAGE A HEARTFELT

THANK YOU! On behalf of WMABA, I would like to offer my sincere thanks to everyone who made our most recent Golf Outing a rousing success! We were able to enjoy a day of great weather and fun while also helping to secure a brighter future for tomorrow’s collision repair technicians. In my opinion, the Golf Outing represents everything that this association has to offer – industry camaraderie and assistance to those in our profession who need it the most. I’m incredibly proud of every single person who took time away from their busy work schedules to be a part of this event, and I hope everyone who was there this year – and a host of new faces as well – will join us for the 2018 installment.

Of course, I would be remiss if I didn’t use this message as an opportunity to thank the many sponsors who gave our 2017 Golf Outing life. When you’re looking for products and services, please check out the list on page 36 and keep these companies’ support of WMABA in mind. They are worthy of your support in the same way they always come through for us.

As always, please let us know if you have any ideas on how WMABA can better assist our membership and/or the educational initiatives of this industry. Also, if you are a vendor that is interested in sponsoring one of our events, we would love to hear from you. Your help is appreciated more than you can possibly know. H&D

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

Here is my contribution to the legislative efforts.

P.O. Box 3157 • Mechanicsville, VA 23116

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

______________________________Email:

Donation Amount: Check Enclosed

$50

$100

____________________________________________ $500

Other ________________

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

Name on Card: ______________________________Signature: __________________________________ 46

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Superior service starts with superior parts.

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

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

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

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

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

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

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

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

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

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

ToyotaPartsAndService.com

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

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

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

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

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

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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

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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

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Wheel Collision Center

Excellence in Wheel Sales and Repair

Patent assures

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

• Tested Process • Guaranteed Lifetime Warranty!

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1.800.292.RIMS (7467)

ADVERTISERS’ INDEX

Alexandria Toyota ........................21 Audi Group....................................9

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

BMW Group ..................................26-27 BMW of Fairfax ............................3 CAPA ............................................8

Chesapeake Automotive Equipment50 Crashmax Equipment ..................24

Empire Auto Parts ........................23 Fairfax Hyundai ............................39 Ford Group ..................................11

Future Cure ..................................41 GM Parts Group............................7

Help Wanted ................................40

Honda Group ................................15 Hyundai Group..............................33

Koons Ford ..................................24 Malloy Hyundai ............................25

Martin Senour ..............................19 Mazda Group ................................47 MINI Group ..................................3

Mitsubishi Group ..........................49 Mopar Group ..................................44

Nissan Group................................44 Nucar ............................................4

O’Donnell Honda ..........................31

Packer Norris Parts ......................IBC P&L Consultants ..........................39 Polyvance ....................................32

Porsche Group..............................21

PPG ..............................................OBC Reliable Automotive Equipment....29

Safety Regulations........................31

Subaru Group ..............................49 Toyota Group ................................48

VW Group ....................................17 Wheel Collision Center ................50

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