Hammer & Dolly August 2023

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BMW of Silver Spring

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Fax: 301-890-3748

Email: wholesaless@mileone.com bmwofsilverspring.com

Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733

Fax: 301-423-2717

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Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130

Direct: 804-527-6860

Fax: 804-965-6254

Email: tdailey@crownauto.com

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BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228

855-996-2906

410-744-2000

Fax: 410-818-2600

bmwofcatonsville.com

ALANA QUARTUCCIO

I’LL BE BACK!

I wanted to give our Hammer & Dolly readers a little heads up that you’ll be seeing a lot more articles from my talented co-worker, Alana Quartuccio, over the next couple of months. And you might have even had a chance to catch up with her at last month’s Collision Industry Conference (CIC)! I’m usually the one who attends CIC to soak up as much industry knowledge as possible – but my life took a bit of an unexpected turn late last year.

Last September, I took a long-awaited, two-week trip to Italy, and while in Rome, I got one of the biggest surprises of my life….Halfway through my trip, during a tour of the Vatican, I started feeling nauseous. The next day, I had an intense craving for McDonald’s fries. And then I made an unexpected visit to a Farmacia where I learned that I was “incinta” (i.e. pregnant)!

So, by the time you read this, I’ll have given birth to my first baby! I’m super excited at the prospect of welcoming my daughter into the world, but it means that I’ll be a little more focused on her than on the auto body industry this summer. I’ve worked steadily since I was 14 years old, so taking this much time off makes me incredibly nervous and uncomfortable, which is why I want to assure our loyal readers that you can’t get rid of me that easily!

As a matter of fact, you may still see my name occasionally over the next couple months since I’ve been trying to get a few articles geared up for our upcoming editions, like a Shop of the Future Roundtable with insights from several WMABA Board members on page 24.

But we’ve also got some exciting pieces on the way from

WMABA OFFICERS

PRESIDENT Steven Krieps steve@gregclineauto.com 304-755-1146

VICE PRESIDENT Rodney Bolton boltonconsulting61@gmail.com 443-386-0086

TREASURER Kris Burton kris@rosslynautobody.com 703-820-1800

SECRETARY Phil Rice phil@ricewoods.com 540-846-6617

IMMEDIATE PAST PRESIDENT Torchy Chandler Torchy Chandler torchy.chandler@gmail.com 410-309-2242

BOARD OF DIRECTORS

Don Beaver (donbeaver3551@gmail.com) 443-235-6668

Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928

ADMINISTRATION

EXECUTIVE DIRECTOR

Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649

WMABA CORPORATE OFFICE

P.O. Box 3157 • Mechanicsville, VA 23116

Alana, and you’ll definitely want to tune in next month when she’ll be reporting on her first-ever CIC! I’m sure everyone was as welcoming to her as you’ve always been to me. This industry really is the best, so I admit that I’m a little jealous that Alana got to visit with everyone in Indianapolis, but I’m sure y’all enjoyed getting to know her a little better (and were probably relieved to get a break from me by now)!

In the meantime, I’ll be contending with postpartum recovery, sleepless nights and all the joys of mothering a newborn for the first time. I’m thinking I’ll be grateful to come back to this world pretty soon! H&D

Bill Hawkins (hawkinswilliamjr@gmail.com) 510-915-2283 John Shoemaker (john.a.shoemaker@basf.com) 248-763-4375

HAMMER & DOLLY STAFF

PUBLISHER Thomas Greco thomas@grecopublishing.com

SALES DIRECTOR Alicia Figurelli alicia@grecopublishing.com

EDITORIAL/CREATIVE Alana Quartuccio COORDINATOR alana@grecopublishing.com

MANAGING EDITOR Chasidy Rae Sisk chasidy@grecopublishing.com

OFFICE MANAGER Donna Greco donna@grecopublishing.com

PRODUCTION Joe Greco COORDINATOR joe@grecopublishing.com

@grecopublishing

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 © 2023 Thomas Greco Publishing, Inc. Stock Images courtesy of istockphoto.com.

www.grecopublishing.com

Camyrah Rae Sisk-Donato

Congratulations to Thomas Greco Publishing Managing Editor Chasidy Rae Sisk on the birth of her baby girl, Camyrah Rae Sisk-Donato! Camyrah was born on June 5 at nine pounds, 12 ounces.

Photo credit: Britney Toy Photography

BY JORDAN HENDLER

Landmark National Agreement on RIGHT TO REPAIR

For almost every advancement of vehicle technology we have in this industry, our repairers are usually not prepared in advance but are instead hit in the face with a vehicle sporting said new tech. It’s a bit of an unfair dynamic and our national association representatives have just made a breakthrough with a “landmark agreement on automotive right to repair.” I’ve included the information below, but I highly recommend you read the entire release at bit.ly/ HD0823rdnrtr

The commitment among the Automotive Service Association, the Society of Collision Repair Specialists and Alliance for Automotive Innovation affirms a 2014 national agreement on automotive right to repair (R2R) and states unequivocally that “independent repair facilities shall have access to the same diagnostic and repair information that auto manufacturers make available to authorized dealer networks.”

In a letter to Congress outlining this major automotive R2R development, the coalition of repairers and automakers wrote: “This commitment was created with our mutual and valued customers in mind: vehicle owners. It affirms that consumers deserve access to safe and proper repairs throughout a vehicle’s lifecycle [and] it is built to last because it anticipates changes in automotive technologies and market evolutions.”

Highlights of the new automotive R2R agreement include:

Access to diagnostic and repair information: Independent repair facilities shall continue to have access to the same diagnostic and repair information that auto manufacturers make available to authorized dealer networks. This applies to:

• Telematics data needed to diagnose and repair a vehicle if not otherwise available;

• All vehicle technologies and powertrains, including gasoline, diesel, fuel cell, electric battery, hybrid, and plug-in hybrid electric powertrains.

Education and training: A pledge to work together on education and training programs so mechanical and collision repair facilities are fully aware of exactly where and how to obtain repair information, including:

• Directly through an automaker’s repair website;

• Shared access points like www.OEM1Stop.com;

• Via third-party information providers, software and tools.

Future advancements: As vehicle technologies and the corresponding demands on repairers evolve, the commitment ensures a level playing field and a forum to discuss future repairer needs as they develop.

As state legislatures and Congress consider automotive R2R laws, including the REPAIR Act, the parties noted: “…independent repairers and automakers are not at odds on automotive data access, but rather in lockstep on this fundamental principle: consumers should have choice when it comes to repair options and the ability to have their vehicle serviced in well-equipped shops by well-trained technicians anytime, anywhere, anyplace.”

Automotive R2R already exists:

• 70 percent of post-warranty automotive work today is handled by the independent repair community;

• OEM1Stop.com was created by automakers for repair technicians to find repair and diagnostic information on most vehicles;

• The Federal Trade Commission – the government’s top consumer protection and competition agency – has cited the automotive industry as an example of the repair aftermarket “working well.”

As reported by Repairer Driven News, part of this, and hailed as the most impactful part of the agreement, is “the creation of a non-proprietary vehicle interface device that can be used to access vehicle diagnostic systems that comply with the Society of Automotive Engineers (SAE) standard J2534 (commonly referred to as SAE J2534), the International Organization for Standardization standard 22900 (commonly referred to as ISO 22900), or any successor to both standards by the society or organization.”

Going forward, these groups will continue to work to facilitate advancements in sharing and access to information, software and tools for repairers.

This is a huge win for the collision industry and one that warrants applause and continued support! WMABA is a proud affiliate of SCRS.

2023 DUES OPTIONS:

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Audi Chantilly 14839 Stonecroft Center Ct. Chantilly, VA 20151

703.956.2100

Fax: 703.956.2139

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Rockville Audi 1125 Rockville Pike

Rockville, MD 20852

Parts Direct: 301.296.2870

Parts Fax: 301.762.5055

www.rockville-audi.com

Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929

Parts Direct: 301.890.3015

Fax: 301.890.3748

Email: wholesaless@mileone.com

www.audisilverspringparts.com

You’ve got the right tools, staff, technology and procedures to give your customers the best repair possible. The missing piece of the puzzle? Genuine Volkswagen Collision Parts. Contact an authorized dealer today and find your perfect fit.

Alexandria Volkswagen 107 West Glebe Rd.

Alexandria, VA 22305

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e-mail: parts@alexandriavw.com

Karen Radley Volkswagen

14700 Jefferson Davis Hwy. Woodbridge, VA 22191

703-550-0205

Fax: 703-643-0081

Ourisman Volkswagen of Bethesda

5415 Butler Road

Bethesda,MD 20816

301-652-2452

Fax: 301-652-2589

e-mail: vwwholesale@ourisman.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

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

Ourisman Volkswagen of Rockville

801 Rockville Pike

Rockville, MD 20852

Parts Direct: 301-340-7668

Toll Free: 855-417-4511

Fax: 240-499-2488

e-mail: rockvilleparts@ourismanautomotive.com

www.ourismanvolkswagenofrockville.com

Wholesale Parts

“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2023 Volkswagen of America, Inc.

PROFILE SCHOOL

TIDEWATER COMMUNITY COLLEGE

Getting young people started in a collision repair career takes a so much more than simply handing them tools. Successfully training the next generation must involve inspiring, motivating and mentoring students so they not only have the ability to make repairs but actually want to make a living in this industry.

Automotive collision instructor Abe Sells leads the program at the Virginiabased Tidewater Community College (TCC) and has been at the helm of it since its inception in 2012. A collision repair professional with more than 30 years of shop experience under his toolbelt – along with experience as an I-CAR instructor –Sells recalled the early days of the program when it first got off the ground as a oneyear post-secondary program for adults before later expanding to also welcome high school students.

“I’d work at the shop through the day, come back at 6pm and teach until 10pm three days a week,” he relays.

Soon enough, interest in the program grew, so Sells talked to the college about taking things further. He was willing to come on board as a full time adjunct; however, this would mean they would have to hunt for a facility in which to house the program.

As luck would have it, there was space available for lease at the Chesapeake Career Center which had previously closed down its collision program. From there, the two educational facilities began discussions about expanding it into a dual enrollment program for high school students and adults. At first, the collision repair program was offered only to high school seniors as a one-year program. Sells wished more time could be spent training the students, so he

approached the advisory committee about making it a two-year program for the high school students, and they agreed. Today, TCC offers a great opportunity for both high school and adult students to get the training needed to launch a career in collision repair. The program uses I-CAR curriculum, and students become pro-level one and two in non-structural and refinishing, according to Sells.

“Whether they are at the high school or adult level, they can take the college classes and earn their career certificate via the program.”

Students who have completed the program are achieving success and tend to stick with collision repair as their chosen profession. Sells has done research on retention, and his students are beating the odds! Based on the average of three years, 70 percent of his students stay in the collision field. The average retention rate is 23-24 percent.

“We have been fortunate,” says Sells. “We didn’t grow too quickly. We are still working to expand. We critique what we are doing to continue to improve.”

Putting a lot into the program has been key in helping students achieve their goals.

Sells is grateful for the assistance the program gets through its strong advisory committee. Outside help is also key and TCC has aligned itself with forces such as WMABA, which gives them access to resources along with industry knowledge and the Collision Repair Education Foundation (CREF), which provides

Tidewater Community College students in the shop

ALANA QUARTUCCIO

opportunities for grant funding. Those funds have been instrumental in helping the program get the tools and equipment they need in order to function.

Students have the ability to get hands-on experience through the co-op program TCC has developed. All members of the advisory committee have opened their shops to students who can come on board to get 160 hours of on-the-job training. Students have the opportunity to meet with potential employers through the schools’ career fair.

“Students get offers to choose from, and they can agree on the starting pay. It’s been a plus for them to be able to have a little bit of say. Businesses are paying more now as they know they really need technicians,” he explains.

Once the students go on to work in the co-op program, Sells remains active in the process and makes sure the students stay accountable.

“I visit the shops regularly. A lot of the pushback I’ve gotten in the past is that many shops tend to think these young kids just get thrown in and won’t want to work, but with our co-op program, there is a sign-in sheet that has to be completed and signed every week. I visit the shops every other week to find out how the student is doing. I don’t just throw a kid into a business’s lap and walk away. If there is

an issue, I can work with them and focus on the end goal to get the student through the training needed.”

Thanks to the TCC collision program, doors will continue to open, not just for the students but for the industry as a whole, as new blood means a new generation.

For more information on the program, visit tcc.edu/programs/ collision-repair/. H&D

Executive Director’s Thoughts

Abe Sells “gets” it. He - and through his and his colleagues’ efforts, the TCC collision repair program - is functioning to help replenish this industry by inspiring fresh faces and supporting with ongoing training that doesn’t stop when a student graduates. In a time where we hear more and more about collision instruction programs dwindling or closing due to lack of interest, we could all benefit from paying special attention to stories like these, and learning how we can help them continue to flourish for years to come. Your next employee could be in the TCC collision program right now - get involved!-Jordan Hendler

Giving students the right tools. BY

TCC students get hands-on training

Automotive collision instructor, Abe Sells, with some of his graduating students

BY ALANA QUARTUCCIO

ROSSLYN AUTO BODY RECOGNIZED FOR ITS DIVERSITY, DEVELOPMENT AND DEDICATION

WMABA’s Kris Burton (Rosslyn Auto Body; Alexandria, VA) was totally taken by surprise when he heard his name called out during the association’s first-ever recognition ceremony held during this past spring’s Southeast Collision Conference.

“I was totally shocked!” recalls Kris of the moment he learned his shop was awarded Most Improved WMABA Shop of the Year for 2022 during the conference. “I had no clue it was going to happen. I was just sitting there, listening as they spoke about a family-owned business, having no idea they were talking about my own. I was quite honored and humbled.”

Kris has been involved with WMABA for the better part of the past two decades, beginning in 2004. He took some time off from serving on the Board but always remained active. These days, he contributes on the Board by serving as Treasurer.

school, Kris didn’t necessarily have plans to be part of the family business. He went off to college and waited tables for a while until his father expressed the need for him to be at the shop. Kris willingly came on board full time and has been there ever since. Kris and his sister Rachel have run the business since their father’s retirement in 2019.

Rosslyn Auto Body stands out as a leading collision repair facility in many ways, one of which is their diverse team of professionals who are multilingual in English, Spanish and American Sign Language as both Rachel and their father Steve are deaf.

Kris is grateful for his dedicated staff, many of whom have been on board for 15 or 20 years. “They have grown in the business and have really become leaders in the shop.”

“They are great people. Some of the best relationships I’ve had in my life come from the WMABA Board, not just professionally but also personally. There are great mentors who have been there before me who have laid the groundwork.”

Rosslyn Auto Body dates back to 1937, and the business has been in the Burton family hands since 1995 when Kris’ father Steve purchased it and molded it into what it is today. Although he grew up around his father’s business helping out in the shop during high

He’s also been fortunate to have brought in a number of apprentices through working with programs at local high schools and creating an environment for students who just graduated or are juniors becoming seniors. It’s been a great benefit to those young people looking for a safe space to work, and it’s a big help to the shop which is finding success in grooming young people to come into the collision repair fold.

“These kids need opportunity. We all had to start somewhere,” he shares. “It’s so much easier to bring someone into your shop’s culture than to try to bring someone in and make them fit. I think

continued on pg. 16

Some of the members of Rosslyn Auto Body include (from L-R): Nelson Flores (structural technician; 18 years), Carlos Carcamo (structural technician; 10 years), Kris Burton, Alex Moran (body apprentice, recent high school graduate) and Jose Soriano (collision technician, 2 years)

Rosslyn Auto Body (Alexandria, VA) was recognized as the Most Improved WMABA Shop of the Year for 2022.

continued from

every shop needs to do this. The days of putting ads in the newspaper are over. Rarely does that work these days. We need to find and help young technicians and help them grow. That’s been our focus the past couple of years.”

Rosslyn Auto Body has also been focusing on changing their overall philosophy by pursuing more certifications, investing and preparing for what is coming down the pike as the industry continues to evolve. Pursuing certifications has been key in growing their business over the past several years, and now they have taken it even further by making the investment to be ready to take on the electric vehicle wave being able to perform these repairs in house. Rosslyn Auto Body is now certified with Rivian and Tesla, and they also do regular electrical work with Volkswagen.

It’s these efforts and thensome that led WMABA to recognize the business for this award, according to WMABA Executive Director Jordan Hendler.

“Rosslyn Auto Body has been open almost 100 years, and while that is a really impressive feat in and of itself, their innovation

to keep up with vehicle technology for just as long is what makes them a standout for the award of Most Improved Shop,” she contributes. “They have grown to include many OE certifications and strive to fix vehicles the way the manufacturer prescribes. They invest in proper tooling, equipment and education for their team. A very cool note about Rosslyn is they employ many folks of the deaf community, as some of the family have themselves successfully navigated their careers with the same impairment.”

“Kris has served on the WMABA board for many years and has been a great contributor,” she adds. “Since then, he has also become a Board member of the national SCRS Board of Directors. As part of this work, he’s been a great collaborator. Kris has generously given of his time to help us advance programs in the association and has been present for many of our greatest accomplishments. He was integral on the Executive Board when large transitions of leadership or administration have taken place, and he’s always been unafraid to jump into the fray and help. Kris’ tenure with WMABA is something we are very grateful for.” H&D

Co-celebrating decades of creating chemistry between two industry leaders

Here’s to 241 years of combined service excellence

This year, as Albert Kemperle Inc. celebrates its 83rd anniversary, BASF also celebrates its 158th anniversary. We are proud of our decades of partnership with BASF and years of serving the auto paint and body industry together. Kemperle’s founders would be proud of this relationship and the growth their company has experienced because of it.

Today, as we look forward to many more decades of service to our customers, we find ourselves filled with gratitude. The creativity, hard work, and sense of responsibility of the people working for our two companies have made us what we are today. Thank you for your many years of loyalty.

Managing Customer Expectations by Having the Right Conversations

Consider this scenario: Customer drops off car and is sent on his way with a promised delivery date. Shop gets to work on the repair, only to find pushback from the customer’s insurer to fix the car properly. The painful process includes supplement after supplement. More snags come up with parts on backorder. That promised date to deliver the vehicle back to the customer is long out the window. Upon learning about the delay (not to mention potential out of pocket costs they were unaware of!), the customer becomes extremely frustrated, unhappy and angry. The distressed shop owner likely feels that none

of these setbacks were in his control and that there was nothing he could do. But the truth is actually quite the contrary.

In the scenario outlined here, a lack of communication between the shop and customer throughout the back-and-forth – as well as failure to navigate the expectations of the job with the customer –likely led to this job going awry. As the repair professionals we spoke with explain, managing customer expectations is just as important to a successful collision repair business as managing a repair plan and managing the staff.

Mike Anderson (Collision Advice) sums it up quite simply: “There is a saying that when there is no communication, negativity will always fill the void.”

“The thing is, we have to communicate with the customer,” he continues. “If a part is on backorder, don’t just call them and say the part is on backorder and you’ll let them know when it’s in. When the customer doesn’t hear from you for a couple of days, they start having anxiety and they think you forgot about them. So, we have to do what is called a no-update-update. For example, call Mrs. Jones

ALANA QUARTUCCIO

and say, ‘We have nothing new to report. We are still trying to work this out for you; we just don’t want you to think we forgot.’”

Customers don’t know what happens after the car is dropped off; therefore, it is up to the repair facility to relay as much information to them along the way as possible.

“Shops should be tracking the process and have some idea of how long each insurance company is going to take to complete one of their inspections,” recommends Andrew Batenhorst (Pacific BMW; Glendale, CA). “Whether it’s virtual or in-person, we need to know that amount of time. Some will be faster than others.”

Batenhorst has a TV screen in his lobby to publish expected average wait times to make this information visible to their customers upon first contact. From there, their initial check-in with the customers involves what they anticipate could happen so customers are aware of potential delays; shop representatives also explain the repair process and what it involves, including disassembly, insurance approval and waiting for parts. All this information should be part of every conversation shared with that customer when they come in and sign all the forms.

“One mistake a lot of shops make is giving customers a delivery date before disassembling the vehicle, getting an expected delivery date for parts and getting insurance authorization for repairs,” states Tracy Dombrowski, also of Collision Advice. “We try to teach shops to wait until they have those three things before setting a delivery date.”

Batenhorst advises having regular follow up conversations along the way to keep the customer informed.

“Once we’ve got the whole repair plan ready to submit, we let the customer know we’ve finished the diagnosis of all the damage, and we have a repair plan ready,” he says. “We let them know they have the option of waiting for their insurance company to provide the approval, which on average, could take eight days. During that time, we cannot move forward; we will wait for the insurer to do their approval process. Or we tell the customer they can authorize the repairs to proceed now and bypass waiting for insurance approval, but to be aware that if the insurer returns with an amount lower than what the customer has authorized, they could owe the difference between the two quotes the shop has given and the insurer is approving.”

He’s found that the majority of customers will decide to wait. From there, the shop will update their customers every other day and also encourage them to give their insurance adjuster a call to share that the shop has the repair plan and quote. At this point, the customer can request the insurer get the inspection done quickly.

“The biggest thing is setting the expectation with them that we’re the shop, they’re the customer and they are the one who is contracted with the insurer,” Batenhorst explains. “This is not a triangle with all parties connected; we’re only connected to the

customer. They need to know their rights as a customer and that they will have to be involved in some aspect of the process to make sure everything goes smoothly. We’ll do all the heavy lifting in terms of providing documentation and photos and making sure everything is transparent. But at the end of the day, the contract is between the customer and the insurer, and sometimes customers don’t like that. Maybe they’ve been conditioned by other shops to think you should do everything for them, but if you spell it out in a way that lets them know it’s a collaborative approach and that your shop is helping them in their fight to make sure their car gets fixed right, it builds rapport and credibility.

“If the insurer does come back with a quote that is less than desirable, the customer is a little more fired up,” he adds. “They may want to go toe-to-toe with them and say ‘Hey, no, this is what my car needs. This is what the shop says the manufacturer needs, and why can’t we do this the right way?’”

As Dombrowski notes, another thing for shops to keep in mind is the potential for delays in communicating with insurance companies, especially if the claim is handled virtually. “When this is the case, it is best to get the customer on your side. If you are not a DRP and the

insurance company is causing a delay, call the customer every day, no matter what! You could say something like, ‘Mrs. Jones, we have disassembled your vehicle, and we have found additional items. We have notified your insurance carrier and are currently waiting on approval/authorization; therefore, the vehicle status is on hold. You may want to call your insurance company to expedite the claim.’

“One of three things will happen,” she adds. “The vehicle owner will contact the insurance company, and they will reinspect the vehicle sooner; the vehicle owner will contact the insurance company and they will approve the repair over the phone or virtually; or the vehicle owner will authorize repairs themselves. Any of these options is better than waiting two or three weeks for approval!”

Every shop has a different set up, but it is important to make sure one’s team has the bandwidth to have these conversations with customers.

“I have client care representatives or customer service representatives that handle all the customer interaction,” relays Batenhorst. “So, it’s a little bit of a different structure. I did that intentionally to allow more of these conversations to be had. So that way, they’re not rushed. All the information is out there. There’s full transparency about what the process is. That way, no one is coming back to you later on asking you to cover a rental car bill or other delays because now you have made it clear on how long it’s going to take your shop to get the work done. If there’s a delay in the body shop, that’s on us, but there are moments in this process where we are kind of stuck. You really can’t effect a lot of change on those delays.”

“Confidence leads to competence,” adds Anderson. “We have to spend time establishing our confidence with the vehicle owner when they bring their vehicle in. Show them you are knowledgeable about their vehicle, and show yourself as an expert, so that if they do have to pay out of pocket, they have trust and confidence in us. They will be willing to pay out of pocket because of the fact that they trust and know how competent we are.” H&D

The frequency and quality of the communication you have with your customers should be held to as high a standard as you do the quality of the repairs you perform. Something as simple on the surface as regular texts or calls to provide updates can go a long way in creating a customer for life. They might forget the details of the job, but they’ll always remember how you made them feel.

-Jordan Hendler

Executive Director’s Thoughts

“There is a saying that when there is no communication, negativity will always fill the void.” -Mike Anderson

Diagnostically speaking,

is no substitute.

© 2023 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.

BECOMING A SHOP OF THE FUTURE A WMABA

ROUNDTABLE DISCUSSION

From electric vehicles (EVs), ADAS and diagnostics to OEM certification, DRPs and consolidation, the future of the collision repair industry is rife with challenges for shops that want to remain competitive amidst these never-ending changes. Retaining employees has become even more important than attracting clients, but simultaneously, no business can be successful without maintaining a superior level of customer service. So, how can an auto body facility navigate the myriad aspects of the business to become a “shop of the future”?

WMABA Board members Barry Dorn (Dorn’s Body & Paint; Mechanicsville, VA), Kris Burton (Rosslyn Auto Body; Alexandria, VA) and WMABA President Steve Krieps (Greg Cline Auto Body; Winfield, WV) share their thoughts on some of the industry’s most pressing topics with Hammer & Dolly readers.

Hammer & Dolly: How big is the EV wave going to be? How much of that wave is already here? Is the industry ready for this in terms of getting proper training from the OEMs, I-CAR, etc.? What are the major training resources now and planned for the future? What new safety concerns do they present to technicians? Will shops need to be specialized/certified to properly handle EVs?

Barry Dorn: The EV wave has been here for quite some time and is only growing stronger. Unfortunately, a lot of folks still think they can work on them before being properly trained. There’s a lot that can go wrong with these vehicles from a health and safety aspect; the possibility of electrocution creates dangers that shops really need to take seriously. Lots of training opportunities exist, but I worry that generic EV training gives technicians and insurers the illusion that they know more about these vehicles than they actually do. EVs are each very different…if you look at just one OEM that manufactures four different models, there may be three completely different ways to handle those cars, to approach those systems. Rather than relying on generic training, shops absolutely need to specialize. Our industry is definitely transitioning from a trade to a skilled trade, and our technicians need to be viewed similarly to how the aviation industry looks at their workforce where certain people are trained on specific tasks. The days of doing it all – body work, structural, mechanical, high voltage – are gone. These positions will need to be filled by different people or groups because it’s impossible for a single individual to obtain and retain all the information necessary to effectively repair these vehicles from start to finish.

Kris Burton: It’s not coming; it’s here. For us, the majority of vehicles we repair are EVs, though that’s not true for every shop, and it’s going to continue to grow along with a lot of hybrids. The majority of the industry isn’t ready for the EV revolution because it requires a different mindset. If you make a mistake on an internal combustion engine vehicle, you could damage the car, but a mistake on an EV could lead to the technician injuring or even killing

himself on top of damaging the car. We need to take a totally different approach to the repairs, which includes realizing that no technician can be everything to everyone. It’s unfair to expect a technician to know everything about every EV that comes into a shop. It’s going to require specialized knowledge based on different makes and models, so we may have one technician who is trained on Mercedes and BMW, while another is a Tesla tech. We’ve started going down that road at my shop, where specific technicians focus on specific makes and models; they know what tools are required, how to read the repair procedures and how to check the different systems. Each vehicle is different, but when you’re focusing on a specific manufacturer, it becomes easier to interpret their procedures and identify where to find the necessary information. I believe that’s a trend we’re going to see, and shops will need to either learn to play the game or get out of the business.

Steve Krieps: The industry is definitely not ready! Shops in some major markets will be ready to some degree, and some MSOs are taking steps to appear ready, but what about the independents and small dealerships in rural areas that won’t even purchase equipment to work on today’s advanced vehicles? Now they’re expected to install containment chambers in case of thermal runaway. I just don’t see the entire industry adapting properly without a catastrophic event taking place. We used to worry about consumers being hurt if a car was repaired unsafely, but now we have to worry about our technicians and the dangers of repairing an EV if the facility is not properly equipped.

The EV wave is definitely on its way in some markets, but the technology has a long way to go before it’s truly the future. You’ll always have people who want the latest and greatest, whether it’s really “ready” or not, and that’s a problem. We have a handful of EVs in my small rural town, but there’s nowhere around here that is actually equipped to repair them. Still, you’ll see them sitting in shops, and that’s concerning. We cannot even get shops to properly perform scanning and diagnostics; they’re still arguing over pre-measuring and

Barry Dorn

Kris Burton

Steve Krieps

the use of scan tools, but we’re going to turn them loose with little electric bombs? There’s just not enough predictability, and too few facilities have done their due diligence to establish emergency and safety plans to contend with possible problems. I’d like to see specialization or certification requirements, but I cannot see the industry embracing that level of change until there’s no other choice.

HD: How much of a player will OEM-certified shops be in the future? Are they going to replace DRPs? What do shops most need to do to become certified – and maintain that certification down the road?

BD: OEM certification will definitely continue to play a major role in the future as they get more involved in the repair process because they’re seeing how quickly some shops are racing to the floor in terms of poor repairs, largely due to DRP influence. Low-quality repairs reflect badly on the OEM, especially when unsuspecting customers purchase vehicles that have been previously wrecked and a subpar repair causes poor performance which they associate with that vehicle manufacturer. I don’t necessarily think that certification will replace the DRP model, but I believe the DRP model has to change from being solely based on cost reduction, especially with modern vehicles like EVs.

Certification can be pricey, and there’s definitely a cost to stay certified. We need to constantly update tools and equipment, so it can be a tough pill to swallow when we have to replace a piece of equipment after just three or four years instead of decades. Beyond the financial aspect, shops that want to become certified should recognize that there’s a significant investment culturally; certified shops must be dedicated to teaching and learning about these vehicles. That’s paramount and needs to be endorsed within our businesses as a strength.

KB: DRPs became a huge thing in the 1980s and 1990s, but I think we’ve already started to move away from that. While I don’t think the DRP piece will go away completely since that’s the realm where many corporate shops operate, I believe that the way for independent, family-owned shops to differentiate themselves and stand out lies in OEM certification. Simultaneously, I don’t know if it’s for every shop since it requires a different approach to business than many of us are used to. Certifications are hard to get and harder to keep since the shop must be sponsored by a local dealership; that can be tough, especially in major metro areas. You’ve got to develop that relationship, and then you need to invest in tooling and equipment continually. As new makes and models are released, shops have to keep updating their tools, so that continuous investment can be a bit overwhelming. Repairing cars correctly requires a lot of space too, and not only do shops have to invest in training, they need to find the technicians who want to train, not those we have to force to train. All of it takes time, and a shop could easily spend several years putting all the right pieces of the puzzle together.

SK: Tesla gave us our first glimpse of that when they came out with their own insurance, but why reinvent the wheel? OEMs will always do what’s necessary to protect their brand, but when it comes to creating that type of viable program, it seems like they’re all lacking. Some German manufacturers have a better grasp on the certification programs and offer their own training as well as follow ups to ensure the collision facilities are doing things properly, while others simply collect a check and hand over a shiny plaque without ever getting involved. If they did, they could effect a lot of positive change, but there’s also legalities and liability concerns that prevent that. Everyone is worried about protecting themselves and shifting liability, but the buck always seems to stop with us as repair shops.

I think OEM support will definitely be important in the future, but I cannot imagine certification ever completely replacing DRP models. At the same time, I don’t know how DRP models will survive the influx of EVs. It’s really too early to tell how that will all pan out over time. For now, shops that want to obtain and maintain their OEM certifications should keep their checkbooks handy! At the rate things change, expect to spend $10,000 or more to get started and then another $6,000-$10,000 each year to adapt to changes in technology. You also need to consider how that factors into the sustainability of your business, and specialization just may be the answer because making that level of investment on just a couple of manufacturer certifications may be more feasible than trying to maintain dozens of them.

HD: Where is the industry headed when it comes to the scan tools needed to perform diagnostics? Are non-OEM-approved tools going to be enough? Where does the insurance industry come into play?

BD: That last question needs to be addressed first…the insurance industry is here to indemnify their policyholders; they have no role in the repair process. The repair professional determines the repair process. From a scanning and diagnostics side, there’s just no way around it. It’s virtually impossible to be certain you’ve received all the necessary information about a vehicle’s issues and proper recalibration from an aftermarket tool. We need to use OEMapproved scan tools to be sure we’re properly addressing everything that’s wrong with a vehicle after an accident and that it is safely repaired before being returned to the customer.

KB: We don’t use non-OEM tools. We use AirPro, which is an OEMlevel pass-through scanner, and anything that they cannot do, we send straight to the dealer. Aftermarket scan tools are not approved or validated by the OEM, and since we view ourselves as an extension of their brand, what they say goes. I can’t imagine using an aftermarket scan tool on these new EVs that don’t have access to their software; those scans are proprietary and have to be performed in-house through the manufacturer. When it comes to the insurance industry’s role, it all begins with shops educating ourselves on what’s required and necessary

to safely repair these vehicles. Are they choosing lower costs over those requirements, or are they going to do the right thing and follow what the OEM requires? Cost shouldn’t be the deciding factor. When negotiating with insurers, we need to make it fact-based by breaking down exactly what the OEM says per line, referencing the repair procedures and explaining what we have to do and why. Documentation is key.

SK: It’s easy for shops to see that manufacturers are using thirdparty companies to make their software and believe that the company’s aftermarket tool is the same, but a company can make two products with different recipes in the same facility. Right to Repair is going to become a huge factor in how this plays out, and though it may take some time, I suspect there will eventually be some standardization. It would be nice if there was a standard way to connect these vehicles, but that’s a big task, and we aren’t there yet. I’m not sure how the insurance industry will handle all of this; it seems like they cannot agree on anything, but it’s not their liability on the table. Shops need to stay up-to-date on training and get involved with industry events so they can learn from like-minded industry peers and understand better how all these different elements interact in order to make the best possible decisions for their businesses.

HD: How prevalent will consolidation be down the road? Are we going to see a bigger wave in your market in the future?

BD: With all the private equity money being flooded into our industry, consolidation will continue to happen in some markets, but consolidators face one of the same problems that all shops face: there’s a skilled workforce shortage that makes it challenging to be able to maintain the levels of production that we are currently experiencing. So, simply buying shops when the technician defection rate is so huge creates problems for consolidators when they’re unable to attract and maintain the correct workforce. That’s why we’ve focused on growing our own people at Dorn’s Body & Paint for the past 15 years. Rather than hire experienced technicians who want to do things their way, we hire moldable employees who learn to perform repairs according to OEM specifications, and that’s the only way they know how to do it. It’s not always easy, but it’s the right thing to do for the industry’s future survival.

KB: Consolidation is definitely happening in this market, and I think it will continue. We’ve seen a lot of strong consolidators. While I’m not sure there’s much more room for growth in our market, I see it continuing to grow, and I believe DRPs will target the consolidators. That relationship seems to work best for these entities.

SK: Our market is so spread out that we haven’t seen many consolidators yet. Some of the smaller MSOs have made an appearance in West Virginia, mainly in some of the cities like Charleston or Huntington, but we aren’t seeing quite the

movement that they’ve experienced in other areas. Still, I don’t think consolidation is going away. As independents become more frustrated with the many obstacles we face in our industry every day, the idea of selling and getting out becomes more appealing. Between a lack of technicians and the need to invest in tools, training and equipment, consolidators will have an easier time gobbling up smaller shops and shrinking markets down to just a couple locations that will have a monopoly in that area.

HD: How will consumer marketing need to change in the future? How will our efforts to educate consumers in the future differ from what we’re doing now?

BD: Most consumers today are very versed in their vehicle and its needs. They understand that their vehicle is different than in the past with the various ADAS conveniences they rely on, and they want to take it to a shop that will look after their investment. Many realize that their vehicle needs were not prioritized in the past, so they’re arming themselves with a lot of information. In all of our communications with the client, from our website to the day they pick up their vehicle, shops need to demonstrate that we are doing things differently, that we’re following OEM requirements and investing in training and equipment to perform proper repairs. If we can’t do that, we’ll never satisfy our clients.

KB: OEMs have and will continue growing their customer service opportunities with innovations like OnStar and the ability to tow vehicles to certified shops. They’re getting to the consumer first, so shops need to change some of our marketing tactics and find ways to reach the consumer before the manufacturer does. That begins with being available at all times by offering after-hours websites, emails and photo estimates, even if we aren’t necessarily staffing anyone 24/7.

SK: Shops should already be educating their consumers, and if they aren’t, they aren’t going to survive. You need to have a process figured out to advertise that includes education and allows you to grab consumers’ attention from the moment they step into your facility by explaining how the process goes. Who are the players, how does the process work, what do we need to do, and why? Nowadays, there’s a lot to a proper repair, and we need to be able to communicate all of that. But consumer education starts with shop education because if you aren’t aware of how all those pieces fit together, it’s easy to get in your own way. Shops need to fight old tendencies to appease bill payers and play on both sides of the fence. You can’t go down the middle of the road; you have to pick which direction you’re going and take that information to the consumer so they know what to expect from your facility. Will you handle challenges that arise on the customer’s behalf, or will you educate them and empower them to deal with their own insurance carrier?

HD: What will shops need to do to attract and retain young employees in the future vs. what worked in the past? What role does shop culture play in employee retention?

BD: As a shop owner or manager, you have to be heavily involved in every employee’s training. Develop a roadmap for growth and recognize when they’re ready to move and advance. It’s no longer about the pay, benefits or even fringe benefits you can offer; it’s more about knowing each team member as an individual and recognizing their unique wants and needs. Today’s technicians don’t want to stay in the same spot for an extended amount of time. We chat a lot with our younger apprentices and explain that this is a career that will take four to six years to get where they need to be, so it’s important that they’re willing to commit to a long-term career with us instead of just looking for a short-term paycheck until something else comes up. We help them understand that this is an investment in their future, and we’re willing to invest our time and energy into training them if they’re willing to make that investment in themselves.

KB: The industry likes to indulge in this narrative that today’s kids aren’t interested in the trade, but I don’t think that’s true. Our local vo-tech high school instructor had 128 kids apply for his class, but he only had 70 open spots; he couldn’t even take on all the kids who were interested in studying auto body! There are fewer vo-tech schools offering these programs now, but the demand is there.

I currently sit on a couple advisory councils for local trade schools and community colleges to participate in helping to shape the future generation. Our shop employed three 17-year-olds this past school year who came to work full-time for the summer. They’re great kids, and they want to work somewhere where they feel safe and supported, where they can grow and feel comfortable. We cannot just throw them on the floor to sink or swim. It’s important to communicate with them and be available to answer their questions. Sometimes they text me after hours because they’re thinking about something that happened that day or they’re worried about tomorrow’s final exam. Nobody has all the answers, but they need someone who is willing to have their back. Two recent graduates want to stay with us full-time because they like it here, and they know that we’re going to help them continue to grow by investing in all the training opportunities available – OEM training, I-CAR, tool companies, etc. There are so many ways for them to learn and grow; it’s truly a great time to be part of this industry.

A lot of shops worry about investing in younger technicians. “What if I train them and they leave?” What if you train them and they stay?! These kids can learn a ton during a one-week hands-on training session, and they’re going to bring all that knowledge back to your facility along with the feeling that you believed in them. That’s worth more than you can realize.

SK: When I entered this industry as a technician, I was blessed to get teamed up with a seasoned tech in a facility that fostered growth,

and the goal was to become a flat rate tech. The shop’s goal was to get the work, and the technician’s job was to get the work done. Now, you add in supplements, material shortages and parts shortages which make it much harder for technicians to do their jobs. Many of their daily activities aren’t compensated, and it makes the idea of flat rate pretty unappealing. As a result, they’re cutting corners and missing procedures which isn’t a sustainable system unless we see a huge overhaul in our system.

Because many shops are not collecting what they’re worth, they’re unable to offer a decent benefits package. We’ve put ourselves in the same category as Starbucks or McDonalds where people work temporarily, looking at the job as a stepping stone. We need to be honest with them. This profession can be really rewarding, but we have to show them the real numbers and still find a way to make this work appealing because if we don’t tell them the truth from the beginning, they’re going to leave when they discover that we oversold the image. We need to develop a career path and paint a picture that helps the younger generation see what they can achieve. There’s an amazing opportunity in collision repair, but we have to put ourselves in the shoes of these kids in their late teens and early twenties to help them figure out if this is the career they want to pursue. If it is, we have to help them understand what it takes to get there. H&D

Executive Director’s Thoughts

If you just finished reading this article, I encourage you to read it again. When you’ve finished, show it to every person in your shop - they need to read it, too. These insights are so incredibly important, from both a technical and cultural perspective, and should be considered by every one of your staff members moving forward. By implementing even one or two of the items discussed here, and looking at the topics explored here more critically in your business, you’ll be well on your way to becoming a shop of tomorrow, today.

-Jordan Hendler

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2023 EVENTS SCHEDULE

MONDAY, OCTOBER 30

3pm - 5pm IDEAS Collide (Repairer Driven Education)

TUESDAY, OCTOBER 31

7am Collision Industry Prayer Meeting

8am - 5pm Collision Industry Conference Westgate Ballroom AB

9am - 5pm SEMA Show 9:30am - 4pm Repairer Driven Education

6pm Collision Industry Conference Reception Westgate Ballroom C

7:30pm Red Carpet Awards Westgate Ballroom AB Featuring the CIC 40th Anniversary Celebration!

WEDNESDAY, NOVEMBER 1

9am - 5pm SEMA Show 9:30am - 4pm Repairer Driven Education

THURSDAY, NOVEMBER 2

9am - 5pm SEMA Show

9:30am - 5pm Repairer Driven Education 9am - 2:30pm OEM Summit (Repairer Driven Education) 9pm SCRS After Party

FRIDAY, NOVEMBER 3

9am - 5pm SEMA Show 9:30am - 5pm Repairer Driven Education

Stay tuned for a full SEMA preview in next month’s Hammer & Dolly!

ADVICE INDUSTRY ASK MIKE:

Should the Industry Care About AI and AR?

This month, we “ASK MIKE” for his thoughts on the potential impacts of artificial intelligence (AI) and augmented reality (AR) on the collision repair industry. We at Hammer & Dolly hope you find the 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 future issue.

Hammer & Dolly: Artificial intelligence (AI) and augmented reality (AR) are being discussed everywhere these days. What kind of effect do you see these things having on the collision repair industry? Should shops add them to their lists of things to worry about?

Mike Anderson: I believe that AI is absolutely going to come into our industry. It’s here now, and it must start somewhere before it gets better – just like with any other technology. There are things in our industry where AI could be used in good ways. Insurance companies could use it to identify a total-loss vehicle based on photos. That vehicle could go straight to an auction yard instead of going to a shop, where it would be disassembled and accrue charges for storage and rental. Obviously, if you’re a shop that relies heavily on storage charges to remain profitable, this could hurt you. Shops that have storage as a major profit source need to

start looking at ways to replace that.

AI could also be good for OEM research. When you purchase something on Amazon, the site will say something like, ‘People who bought this movie also like this movie.’ AI could suggest things to repairers based on things they’re already looking at in the OEM procedures. The reality is, most people are not looking up everything they should to properly repair a vehicle, so AI could have a place to help our industry.

In regard to writing estimates, I’ve seen some of the ones that have been written by AI. None of them have really impressed me. Some people have said that AI could ‘jumpstart’ the estimate or help the customer quickly figure out whether they want to file an insurance claim, but the estimates I’ve seen haven’t been very detailed. AI must learn from real life. Take sites on the internet that use CAPTCHAs for example; a website may ask you to identify all the pictures of a road sign or a bridge to prove you’re not a robot. Well, that’s Google using you to teach AI what a road sign or bridge is. AI must learn from somewhere. When you’re writing an estimate in CCC, for example, and an insurer comes back and says you need to change it, that change isn’t just being made to that claim – you’re training AI on how much something will be worth in the future.

H&D: Obviously, AI will only be as strong as the information it can gather and then present to an end-user. There could be a danger of this becoming an example of “garbage in, garbage out.” Who will be responsible for ensuring accurate information for AI in the collision repair industry?

MA: We need to look at the long-term ramifications when we change estimates. Right now, the software companies are holding our futures in their hands. There needs to be something in place to ensure accurate information. It can’t just be DRP shops, because they may not be doing the right thing when the vehicle’s repaired. The industry needs a credible source to validate the data.

H&D: Whenever something new hits this industry, many shops look at its negative aspects first. There are concerns surrounding AI and AR, but what are some of the potential benefits

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). H&D

and advantages to this technology if it’s applied in the most accurate and dependable ways possible?

MA: I can see a future where you’re writing an estimate using augmented reality and basically talking to your estimate and saying, ‘Replace quarter panel,’ and it’s making the parts order and pulling the OEM repair procedures for you. That could be amazing for our industry.

H&D: Absolutely! The OEM procedures come from one dependable source.

MA: That’s correct, and you know that’s the source of truth. I know how much time it takes to research OEM procedures, so just being able to use this technology to simply talk and pull those procedures, order parts or get suggestions is a huge opportunity for our industry – but it needs to be applied in accurate ways and in appropriate settings.