Hammer & Dolly September 2023

BY ALANA QUARTUCCIO

BY ALANA QUARTUCCIO

BY ALANA QUARTUCCIO

MESSAGE PRESIDENT’S

I WANT TO HELP, BUT UNFORTUNATELY, I DON’T THINK I CAN AT THIS TIME

More and more these days, we struggle to move on to the new, because we hold on so dearly to the old. I’m not talking about reading the actual newspaper but how we interact with the public. There was a day when a handshake and a promise was all that was needed between an insurance rep and a consumer. A lot of you came up at the beginning or near the end of that era.

We now find ourselves in a position where young owners and large holding companies are taking over and everything is a business-oriented contract, black-and-white situation. The funny thing about this is that what makes you, the collision center owner, uncomfortable is the exact thing that insurance companies have been using for decades – black and white, aka contracts. You sign contracts with vendors, your own insurance companies and (funny, but not funny) your wives and husbands. And when one of those contracts breaches or doesn’t follow through, you step up and say, “Hey, you can’t do that; we have these standards and rules.” Would it be so wrong to apply the same logic and practice to our customers? Yes, in a manner of speaking, I did just compare treating your customers with a prenup. It’s a simple outline of what I will do for you and what you will do for me, the hows, the whys, the whens. Too many feel that if they take this approach, they will lose business. Would you? Don’t you still use that vendor? Don’t you still go to that doctor? Don’t be naive; you are agreeing to certain things, even when you shop at Walmart.

Ultimately what I’m getting at is, the world today is tired of the BS – automated messages, PC, BS. Sorry for all the acronyms,

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

but OMG. People just want to know what you can do and how it is going to work. Tell me up front, let me make a choice and don’t lie to me. It’s magical that if you do just that and stick to what the document says and are honest, things work out well. Why do you think claims reps say what they say? Rarely does the policy ever say what you think it will, and the average consumer has likely never read what they agreed to. You, as an owner with decades of experience, are familiar with how things used to be, not how they are now or where they are going, so be open to learning and trying new things.

Which brings me to the true point of this little article. IT’S OK TO SAY NO! There are people out there who do not care about quality, safety or anything. They just want their car fixed with no headache. It does not take a genius to know that with the typical claims process, this is not a situation that will lead to proper reimbursement for a proper repair. Insurers are in the business of insuring. Rarely do they know what their policy says, since they are likely five states away or have never read it either, but they were told. It is not your battle, and it’s OK to say no to a situation in which you will lose time, money and moments of your life you can never get back. How you go about it is another conversation entirely, but just know it is OK, and you are NOT the only one. It is OK to have and to enforce standards. 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

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.

BY JORDAN HENDLER

In 25 Years, Will Now Be the “Best” it’s Been?

Twenty-five years may be a long time to some and a short time to others, but to me, it’s the exact amount of time I’ve been in the collision industry. What I want to test against you – our audience – is a thought I’ve been having quite a bit recently; that this may be the best I’ve seen in my history. Really stop and think.

I know if you go way, way back, you may find even better times. That would have been before the advancement in DRP programs and digital communications, when estimates were hand-written and cars were really straightforward. Conversely, let’s not forget how difficult it was in the recession of 2008, and climbing out of that rut. In the “now” times, I look at how many shops are busy, how many are repairing cars properly and investing in their people and good equipment. It looks to be… well, better.

Don’t get me wrong; I know we have so much further to go. The tech shortage, the issues with repairer-insurer relationships, vehicle advancements and much more still plague our horizons. Add on the chasm between repairers who are investing in staying current and trained, and those who simply take their day-to-day on the chin. With all that still surging, I still am taking stock right now as it’s a good time to be in the business.

I have to say that the pandemic may have been an unexpected shift we didn’t think was possible. During the pandemic, repairers were still at work; of this we were all grateful. What happened after the shutdown seemed to grow over the course of the next 18 months. At first, there were shops who struggled greatly, and some that had even shut down or sold in haste. Then, there was a shift in how much work was coming in, which then turned more into a flood that today still

rolls in. Many repairers were busier than ever, and even still are. What also happened was a layoff in the insurance adjusting field, like a pandemic within a pandemic. With that, the collective knowledge of adjusters seemed to hit a downward spiral. This is the negative impact of Covid we didn’t anticipate, but should have. For years, insurers have been vying for ways to cut their costs and go remote, and the pandemic was just the cover needed to dump thousands of seasoned people. This is the thing we’ve all focused on since; how to re-instill working knowledge back into relationships so that the mutual customer isn’t left out in the cold. Because getting responses on repair plans and supplements is the biggest complaint I get.

While there is much to be thankful for in this season, there is always more and more to do and keep fighting for. WMABA pushes for the professionalism of the repairer in everything we do. Having repairers be even further recognized as the experts trained, tooled, and safety-minded to re-engineer the vehicle is what we’re all about.

It is a great thought that someday we are only seen as: professional, capable, and ready.

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ALANA QUARTUCCIO

ANGELA RAMIREZ OF DORN’S BODY AND PAINT RECOGNIZED FOR EXCELLENT CUSTOMER SERVICE

It’s easy to see why Angela Ramirez, front office manager at Dorn’s Body and Paint (Mechanicsville, VA), was chosen to receive WMABA’s CSR of the Year award for 2022 – her pleasant, bubbly personality shines right through as soon as she picks up the phone!

Ramirez had absolutely no idea what was coming when her boss, Barry Dorn, asked her to attend the Southeast Collision Conference kickoff reception this past April.

“Barry didn’t say anything about it when he asked me to attend the event other than ‘Stop overthinking, it’s nothing bad,’” she relays. When her name was called at the kick-off reception, she was blown away. “I was completely shocked because I had no idea why I was even there!”

That evening, Ramirez became the very first person to be named WMABA’s CSR of the Year during this inaugural award ceremony. She has been a part of the Dorn’s Body and Paint team for five years, playing a very important role supporting the front office.

“I do everything in the front office, which includes entering estimates and talking to customers, making them aware of how things work with their insurance. If they have certain insurances, I’ll explain how the company may want to steer them to a different shop and will explain why we are the best shop to repair their vehicle.”

Ramirez didn’t know anything about the collision repair industry when she first came on board at Dorn’s. She was a vet tech for 25 years, a career that ended due to a knee injury. She came up on Dorn’s ad for a front office manager and applied.

“I could tell you anything about dogs, but I had no knowledge of the auto body industry,” she recalls of her early days, but that changed quickly as Dorn and Clay Milburn (certified repair process manager) taught her everything she knows and “made me who I am today.”

Ramirez has brought many things to the table at Dorn’s, including great organizational skills which have improved processes and operations over the years.

She has since learned so much about the industry, including how sad it is that many insurance companies do not look out for their customers. “Some try to bully people into doing what they want. I always thought you pay for insurance, so your insurance has got your back. But that’s not the case. Your insurance company doesn’t always have your back.”

One of the things she loves most about her job is the customers.

“I love talking to them,” she says. “I’m a big talker, so I’ll talk to anybody and I just love educating them. I had no idea what went into a repair, so I love being the one to tell someone what is going to happen with their vehicle and with insurance and how we take it from there. It gives me great satisfaction to educate them.”

Ramirez’s love for people extends to her co-workers as well.

“We have a great team here. It’s a great place to work. Everyone is so knowledgeable, and I love learning something new every day.”

Although her career took her from animals to cars, pets are still very much a part of her life. As soon as she gets home, she goes full-on into pet parent mode. She recently rescued a pitbull puppy she named Odin, who is three years old and is now brother to her two cats, Bandit (eight years old) and Mordrid (two years old), who are also rescues.

Looking back on her achievement, Ramirez says, “I was very humbled, shocked and excited that WMABA thought to nominate me for this award.”

“I just can’t say enough good things about Angela,” boasts Barry Dorn. “Angela embodies our culture and processes and runs the front desk and her team very well. There’s a big difference between someone who just works eight to five and someone who really cares and has a vested interest in seeing through the best outcome for their clients; she most definitely possesses that.” H&D

L-R: Barry Dorn, Angela Ramirez and WMABA President Steve Krieps

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FEATURE SCRS OPEN BOARD MEETING BOASTS CONVERSATIONS, COLLABORATION AND COMMUNITY

The Society of Collision Repair Specialists (SCRS) sets out to support the industry by providing education and serving as a voice for collision repair professionals all across the nation ─ with the ultimate goal of protecting the consumer.

The conversations and collaborations shared during SCRS’ recent Open Board Meeting in Indianapolis not only supported the organization’s mission but bore the fruits of its labor as discussion included recent efforts supporting Right to Appraisal, Right to Repair, inspiring young technicians to maintain collision repair careers and then some.

Two days prior to the Open Board Meeting, SCRS contributed testimony on behalf of the collision repair industry to provide a national perspective during an open public workshop in Washington, which came about as a result of an influx of consumer complaints which was a cause for concern for the Washington insurance office.

“We provided some perspective on critical issues that they’re facing and how we see them unfolding across the country and the interactions that we’re having with other collision repairers and other state associations,” stated Executive Director Aaron Schulenburg during his report.

SCRS’ testimony focused on the importance of the Right to Appraisal, sharing the efforts states like Texas have made by way of proposed legislation which would require all insurance policies to include this language. Schulenburg shared the comments SCRS made regarding flaws in the claims process, as he read

from the statement delivered during the July 17 Washington Office of the Insurance Commissioner Public Workshop.

“The claims process works, but not as well as perceived, and not every failure results in a complaint. Our businesses are challenged with the complexity of performing safe, proper repairs that restore the increasing array of sophisticated technology found in modern vehicles, while under extreme pressure from businesses that often benefit when the consumer is not made whole…We all collectively witness these realities all over the United States. There isn’t a business sitting with me today, that hasn’t had consumers address these shortcomings through policy protections, such as an Appraisal Clause.”

SCRS highlighted the Appraisal Clause as “a viable nonlitigious option that keeps from bogging down the court systems.” Without it, consumers may be forced to take on the burden of paying out of pocket or taking on costly legal fees by going to court while their vehicles remain unrepaired. It could also potentially open the door to safety concerns if repairs are not performed correctly, putting vehicle occupants and others on the roadways at risk.

In addition to vehicle technology complicating matters as there is “a growing disparity between cheap settlements and highly complex repairs,” SCRS pointed out that “there’s another technology fueling disparity as well.” Claims technology has further exacerbated the issue.

The SCRS Board of Directors tackled pressing industry issues including Right to Repair and Right to Appraisal during its July Open Board meeting in Indianapolis.

“I’ve often joked, since COVID, that I’ve never thought I’d see a day where collision repair centers pined for the days where they had insurance adjusters walking through their shop,” Schulenburg read from his statement. “They do; it’s frequent. COVID presented an opportunity for insurance companies to shed the costs of supporting field teams to settle claims. They leaned more into photo-based, virtual-based and artificial intelligence-based solutions.”

Consumers need a system that “ensures that if someone promises to make them whole, they do. And they need a system that allows them the ability to challenge those responsible for the cost of that promise.” The message SCRS shared resonated with many of the Washington consumers who referred to the information SCRS shared when it was their time to speak out.

“We are collectively responsible as an industry for the people who care, who show up, who come to these things,” Schulenburg added, addressing the audience in attendance at the Open Meeting. “And every one of you is a part of that. It’s our obligation to do more, to bring more into the market and to create more visibility into how we can do a better job.”

Mentoring young technicians plays an important role in helping to build out the next generation of collision repairers. But it can take more than training and giving them a place to work. Keeping young apprentices engaged can be quite a challenge for shop owners.

“Unfortunately, a lot of times, the young people are just walking around the shop with a broom,” shared Kye Yeung (European Motor Car Works; Santa Ana, CA). “It’s hard for the shop owner to pair them up with another technician because they really have nothing to work with. So, we found that if they were able to get their hands on some entry level tools, they could feel more like part of the team. They are then able to do things around the shop and feel proud of whatever achievements they might accomplish.”

Providing tools to up-and-coming technicians is a large part of the Collision Engineering Program, a program that supports several schools around the country in partnership with Ranken Technical College. Amber Alley (Barsotti’s Body and Fender; San Rafael, CA) explained the program provides students with a toolbox so they can walk into a shop with confidence. “They aren’t walking into the shop asking to borrow someone else’s tools. It gives them ownership upon arriving with their own tools. They look professional when they come in and don’t appear to be someone who just came in off the street.”

Other Board members shared their methods of organizing toolboxes to promote accountability and efficiency.

“For every toolbox I have in the shop, I have set up what is basically a visual standard,” shared Andrew Batenhorst (Pacific BMW; Glendale, CA) whose toolboxes showcase a photo of what the inside of the box should look like. “It’s a methodology about organizing a work area designed to increase efficiency. The average technician’s box likely has everything just strewn about, but it’s a lot easier to very quickly tell whether your tools are in or not.”

Conversations are vital toward finding the pathways toward solutions. Talking about industry issues in this forum is what helps SCRS keep their finger on the pulse and aware of issues which can lead to efforts like the blend study.

Schulenburg referenced the joint position SCRS has taken with the Alliance of Automotive Innovation and the Automotive Service Association on the Right to Repair.

“We all believe that consumers deserve safe and proper repairs and that independent collision repair facilities should be able to perform them,” shared Schulenburg. “And that is not a complicated statement. Consumers should be able to choose an independent repair facility. The independent repair facility should have access to information, and they do. They should be able to continue to have access to the information.”

ALANA QUARTUCCIO

The meeting concluded with a special presentation from Michael R. Greene, Executive Director of the Ohio Board of Motor Vehicle Repair, who shared how the organization goes about keeping collision repair shops legit by making sure they are licensed. Much of the information the office obtains about unlicensed shops tends to come from word of mouth from other shops. Their process includes fines, injunctions and lastly, locking down the shop, which tends to force these shops to comply and pay for their license, Greene shared.

SCRS Board members alluded to many exciting things coming down the pike at SEMA with its Repairer Driven Education series. Check out page 20 for a full preview of what is to come, and stay tuned for more in-depth information in next month’s issue of Hammer & Dolly H&D

Executive Director’s Thoughts

As an affiliate, we attended SCRS’ Affiliate Conference as part of the meetings in Indy, and without mincing words, I will say that SCRS having their finger on the pulse and WMABA having our own board members within SCRS has tremendously affected our future-facing local endeavors. Collab-ing with the other associations is one of the biggest benefits to strengthening both our plans, and our resolve.

-Jordan Hendler

Executive Director of the Ohio Board of Motor Vehicle Repair, Michael R. Greene

NATIONAL FEATURE

A 2023 JOURNEY: Excitement Builds for SCRS’ Repairer

Driven Education, SEMA Show

From October 30 to November 3, collision repair professionals from all over the globe will make the trek to Las Vegas for one of the world’s most exciting vehicle-related gatherings: the 2023 SEMA Show. And while this year’s premiere event is sure to again offer thousands of automotive exhibitors displaying their latest and greatest wares, the most elite auto body shops know that the trip’s true value lies in the educational offerings provided by the Society of Collision Repair Specialists (SCRS) and the Collision Industry Conference (CIC), which have brought relevant auto body-specific education, training, discussions and networking opportunities to the Show for over a dozen years.

“Each year, SCRS makes a conscious effort to use attendee feedback to reimagine our Repairer Driven Education (RDE) series to ensure our lineup speaks to the topics that matter most to collision repair businesses,” said SCRS Executive Director Aaron Schulenburg. “The biggest change to the 2023 agenda is our decision to kick off the weeklong educational extravaganza with our IDEAS Collide Showcase, which will be held on Monday instead of Friday.

“We think there are a ton of really valid reasons to make this change, least of which being that it sets the stage for finding solutions for your business through the week ahead while introducing attendees to a number of really phenomenal speakers,” Schulenburg added, promising topics that will “rattle the status quo with ambitious ideas that could have a transformative effect on the industry and your business. I can’t think of a better kickoff to the week, and it’s a good reason to get into Vegas early, on Sunday or Monday morning.”

The IDEAS Collide Showcase will feature 10 fast-paced presentations designed to stimulate thought, innovation and resolution of business challenges with brash, outspoken and provoking concepts from thought leaders both in and out of the industry.

The 2023 Showcase includes “A Health Plan Your Employees Can Love: Fantasy or Within Reach?” presented by Ben Simmons (Gravie); “Culture: The Real Job Market Currency” presented by Michael Bradshaw (K&M Collision); “Being Burdened with the Burden of Proof” as discussed by Richard Desvousges (3M Collision); “Mentoring: Opportunity Amidst Labor Crisis” by Kyle Holt and Marc Brune (Mentor Mentee); “Death of the ‘Estimator’ Role” from

Andrew Batenhorst (Pacific BMW Collision Center), “Growth through Acquisition — What You Need to Know” presented by Bing Wong (Collision Builders); “The Power of One More Booth Cycle Per Day” discussed by 3M’s Jason Garfoot; “The Culture Code” from Tracy Dombrowski (Collision Advice); “Creating a Build Sheet for Your Garage Liability Insurance” covered by Shaughn Kennedy (SPARK Underwriters); and “Fixing the Faucet: How to Increase the Flow of Technicians into the Industry” presented by Alex Crays (Career Technical Education Center). Tuesday and Wednesday boasts 18 RDE sessions with a slight upgrade over previous years: SCRS has adjusted class times to provide a full hour in between classes to ensure attendees won’t miss out on important information from collision’s best trainers AND allowing more time to visit exhibitors on the Show floor. A variety of course topics focused on the industry’s biggest challenges – and opportunities! – guarantees that everyone who attends will walk away with new, useful knowledge.

There is a resounding conclusion that the role of an “estimator” is obsolete, as Andrew Batenhorst (Pacific BMW Collision Center) will explain in “Death of the Estimator Role,” a concept that Michael Bradshaw (K&M Collision) plans to reinforce in “Repairer to Repairer: Stop Estimating and Start Repair Planning,” both detailing the step-by-step process to perform an OEM compliant repair. Those who are already familiar with the challenges of repair planning can “Take Control! The Guild of Advanced Repair Planning” with a panel of industry experts, including Bradshaw and Danyon Kirchner (Zimmerman Autobody Supplies) and moderated by Danny Gredinberg (Database Enhancement Gateway), as they explain how evolving vehicle technology requires evolving blueprinting processes. RDE’s educational slate also tackles the technical side of collision repair with classes on everything from ADAS to glue pulling. During “Honey, You Shrank the Dents! Smaller Dents, Bigger Dollars with ‘Pull to Paint’ Approach,” KECO Body Repair’s Chris White and Gene Fetty will be joined by Kevin Andrews from KECO UK to demonstrate how glue pull repair can be used as a part of a repair process that leaves the OEM finish undisturbed.

Electric vehicles are taking over the roadways, so shops preparing to repair these types of vehicles won’t want to skip “EV:

Pulling Together the Critical Puzzle Pieces” as Dave Gruskos (Reliable Automotive Equipment) shares tips for developing the right infrastructure to ensure success in this arena.

ADAS plays an even larger role in the market with over 50 percent of today’s registered vehicles including ADAS features. Greg Peeters (Car ADAS Solutions) will moderate an interactive panel entitled “Overcoming the Challenges of Opening and Managing an ADAS Calibration Business,” as several successful shop owners discuss their experiences opening and operating their own ADAS calibrations businesses, while Repairify’s Chris Chesney will touch on the accuracy of aftermarket ADAS calibration targets during his exploration of effective scan tools in “Making the Right Tool Choice Using Empirical Data to Ensure a Safe and Proper Repair.”

Jim Chargo (BASF) dives into “The Influence the Refinishing Process Plays in Evolving Vehicle Technology” and will also teach a class on ensuring shops turn a healthy profit on paint and materials, “The New Age of Paint & Material Billing and Reimbursement!” , Shop managers and owners have a plethora of options for improving their businesses. With high-level business tips such as “Building Operational Leadership” with Mike Anderson (Collision Advice), “The Formula for Business Success, Considering Current Events” with Frank Terlep (Opus IVS) and “Being ‘Elite’ in a Consolidating Market” presented by John Shoemaker (BASF), attendees are certain to find the secret to success for their specific shop.

Mad about marketing? In “Marketing Jedi Training: All Levels Welcome - From Padawan to Master,” Micki Woods (Micki Woods Marketing) provides guidance on assessing current business and shares tips for sharpening one’s marketing lightsaber. And if the problem doesn’t lie in convincing the customer TO call but in HANDLING those calls, Tracy Dombrowski (Collision Advice) offers advice on the phone’s impact on the customer experience during “Phone Etiquette and the Power of Mystery Shopping.”

Of course, learning everything about the business means little without the staff to keep the shop moving productively. Four courses focused on finding, retaining and engaging employees highlights the ongoing need to address the technician shortage: Jeff Wildman (BASF) covers “Talent Shortage – Ensuring We Have Collision Technicians in Five Years,” while Lee Rush (Sherwin-Williams) tackles the topic from a different angle of “Doing More with Less: Operationally Addressing Workforce Shortages and Growing Backlogs.” AkzoNobel’s Tony Adams shares his expertise on the subject in “Freedom to Speak? Improve Employee Retention and Engagement Through Improved Communication” and “Changing the World with a Four-day Work Week?”

The RDE series will conclude with SCRS’ OEM Collision Repair Technology Summit, an all-day series, comprised of three special sessions featuring experts in automotive innovation and design. Although details have yet to be released, Schulenburg promised, “It will be one of the most interesting and diverse OEM Summit sessions to date.”

While that pledge may seem tough to keep given the high quality of past sessions, SCRS always pushes the envelope and exceeds expectations, and 2023 is unlikely to be an exception to that rule.

“We’ve got an incredibly diverse and talented group of presenters who are positioned to provide meaningful contributions to the attendees,” Schulenburg teased. “SCRS has been unwavering in our goal of using the RDE series ─ and the elevated platform at the SEMA Show ─ to help collision repair businesses succeed by arming them with tangible solutions and knowledge to improve the way they conduct their business

and deliver on repairs that align with the heightened sophistication and complexity of today’s vehicles. We’re looking forward to seeing everyone in Vegas!”

Auto body professionals will want to also make sure to sign up for the final CIC of 2023, taking place on Tuesday at the Westgate Las Vegas Resort & Casino, where participants from all industry segments will gather for the express purpose of discussing and exploring the issues that occur among them. Through discussion and research during meetings and extensive interim committee work, CIC attempts to form consensus on various issues, aware that all such findings are nonbinding and voluntarily accepted. Meetings are open to all interested individuals from all segments of the industry, including repairers, insurers, paint/material companies, equipment, vehicle manufacturers, data providers, representatives of trade associations and more.

Following the educational portion of CIC, participants will want to stick around as the organization toasts its 40th anniversary after the reception. In another deviation from the norm, the Red Carpet Awards –typically held as a breakfast event – will be part of the CIC anniversary celebration. Of course, that’s not all…But you’ll have to stay tuned to Hammer & Dolly for more updates as we get closer to SEMA 2023!

Registration is now open to automotive and collision industry professionals for the 2023 SEMA Show at semashow.com. Sign up for SCRS’ RDE series at scrs.com/rde, and learn more about CIC at ciclink.com H&D

Register for Repairer Driven Education at the 2023 SEMA Show at scrs.com/rde, or scan this QR code.

Watch Repairer Driven Education from prior years online at rde.scrs.com, or scan this QR code.

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COVER STORY

Critical Importance of Safe and Proper Repairs Explored at

It’s a precarious time for the collision repair industry. It’s critical for the industry to come together as a whole in order to produce safe and proper repairs. No vehicle owner should have to settle for less.

That message was heard loud and clear throughout the day as the Collision Industry Conference (CIC) got underway in Indianapolis on July 18.

Chairman Frank Terlep (Opus IVS) reminded the packed room of the mission that brought them all together. “The vision is for this entire industry to work together to enable a complete, safe and quality repair for the person in that chair,” he stated, referring to the empty chair that sits on the CIC stage to symbolize the vehicle owner this industry works to protect. “It’s critically important that what we do here in this room, four times a year, is a big deal for the industry. Our mission in this forum is for collision industry stakeholders to come together and discuss ideas and issues, enhance understanding, find common ground and communicate possible solutions that we think can improve our industry.

“I want to thank (former Chairman) Jeff Peevy for the idea of the empty chair. Everything we do in this industry – whether

you’re an insurer, a repairer or a supplier – whatever we’re doing, just remember, we’re putting that consumer – your mom, your dad, your child, your grandparents –in a repaired vehicle. And we need to put them in a vehicle that’s properly repaired, properly calibrated and properly validated before we give that car back to them.”

Terlep challenged everyone in the room to think about the amount of man hours the industry is wasting per year.

“According to information from CCC, the industry does about 14 million claims per year. Sixty percent of those 14 million claims have a supplement. In my opinion, that is not acceptable. This equates to 8.4 million supplements per year. There are things you can’t get back. It’s called time. We are wasting [the equivalent of] years on supplements?! We’ve got to find a way to come together and figure this out.”

He called it a “broken process” that roughly equates to a wasteful $39 billion per year. “Let’s find a way to get together and fix this problem because it’s only getting worse, not better.”

Blend Study ─ the Sequel

One of the most compelling revelations to recently come out in the industry has been the results of the blend study led by Society of Collision Repair Specialists (SCRS) in collaboration with major North American refinish companies. SCRS Executive Director Aaron Schulenburg took the stage to share the highly anticipated sequel to the gamechanging finds. The study concluded the 50 percent blending formula utilized by all three major information providers (IPs) ─ Audatex, Mitchell and CCC ─ was grossly underestimated. The study evaluated blending in comparison to full refinish values when considering solid, metallic and tri-stage refinish options across all the paint manufacturers and concluded

that blend times are 31.59 percent greater than full refinished value on average. (See grecopublishing.com/hammerand-dolly-december-2022 for a recap on the study results revealed at CIC last November.)

Since the study was revealed and shared with the industry and the IPs, the big question has been: what’s next?

“It’s important to share that we had invited each of the information providers to be present during the research,” noted Schulenburg. “They were not. But we immediately went into the process of engaging in dialogue following the presentation of the results to pose the questions, ‘Where do we go from here?’ How do we reconcile this idea that for 30-plus years has been the number? And now we have other data that we’ve captured that reflects what I think we’ve communicated for a long time. How do we figure out what that looks like?”

Schulenburg commended CCC and MOTOR for committing to review the study pretty much immediately, sticking to their timeframe for doing so and releasing a statement that said, “Given the variations among scenarios today, MOTOR believes that the estimated work time development methodology should defer to the judgment of an estimator or appraiser following an on-the-spot evaluation of the specific vehicle and refinish requirements in question.” The change is said to go into effect in October.

“This is pretty significant,” Schulenburg said of CCC/MOTOR’s action. “This is saying that different variables exist, and a static formula doesn’t necessarily reflect them all. That’s a positive change, as a result of companies coming together (referencing the collaboration between the association and refinish companies) and saying, ‘Let’s do more to prove our case for the industry.’”

CIC Chairman Frank Terlep

Removing what he referred to as an “inaccurate number” from the system as the “guiding light” is a good thing for this industry, he added.

During the presentation, Schulenburg unveiled Audatex’s proposed changes to their system, as a result of the study, to the CIC audience:

Audatex’s refinish labor is based on the use of new and undamaged panels. Audatex estimating does not provide a standard labor allowance for blended panels, as this requires an estimate preparer’s judgment, expertise and consideration of the unique requirements for each repair. Determination and assessment of labor and materials necessary in the blending process is best provided by the estimate preparer during the estimate preparation process. To assist the user, profile settings allow for customization to enter a specific blend percentage, as necessary.

Schulenburg shared additional notes revealing that “Audatex will now allow you to specify the blend refinish percentage to be used when calculating refinished labor at the profile level, allowing an insurer and shop to agree on a default blend refinished time. You may enter a value between 50 and 150. This value is used to determine the blend refinished labor by multiplying it against the full panel refinish time. So, you’re unable to reduce it below 50. You’re unable to increase it above 150. When generating an estimate,

the blend refinish will be calculated using the vehicle specified in the profile level. If no value is specified, a default value of 50 percent blend finish will be used as before, and the estimator can manually override the blend refinished percentage specified on the profile level, and it will be denoted with an asterisk on the estimate. Additionally, a new note is now added to the bottom of all estimates showing the blend refinished percentage used.”

Reiterating the important outcomes from both CCC and Audatex, responsively adjusting their products after concluding their own research and validation, Schulenburg disclosed that, unfortunately, communication from Mitchell has not mirrored those of its competitors. He was candid about Mitchell’s response which has been reluctant since the get-go. Initially, they claimed that paint companies and SCRS would not know how to perform time studies.

“We got into this to start the conversation, not to set out for a particular goal or objective,” Schulenburg stressed. “Our conclusions are just that ─ they are conclusions. There are other information providers who, I believe, have justified that the conclusions were accurate based on their own internal determination. I don’t think that a call cautioning embarrassment sets the tone for equally receptive parties to look at how we support the industry.

“They made routine attempts to prove

BY ALANA QUARTUCCIO

that if they remove data that we observed and collected, then added back in data that we didn’t observe but ‘should’ have… that if you change the equation enough, you could get back to a 50 percent result,” he continued, sharing Mitchell’s argument. “It didn’t make sense to us. And it didn’t make sense to the other participants we had invited in who were observers to our study. But that was the argument. We were continually assured that they ‘give’ the industry enough. That was the basis of most of the conversation: ‘We give you enough.’”

As an example, Schulenburg revealed Mitchell’s challenge of the operation of applying sealer to the edge of a blend panel to match what the refinish manufacturer expects. “This is important because this is part of the variable that didn’t exist 30 years ago,” he noted. “Applying sealer to the edge of a blend panel is a common expectation today for many of the paint companies. This is an example of training documentation that specifically says if applying sealer to the repair replace panel, and if applying sealer directly adjacent to the blend panel, extend/ blend the sealer onto the edge of the blend panel. These are instructions. This is data. It’s not on every color; it’s on colors that may need to reduce the halo because of the transparency of the color. This is how refinish technicians are being trained.

“Mitchell said blending is defined as applying color without necessity to cover undercoats to less than the full surface area of an adjacent undamaged panel. So, this was actually an important part of our conversations with Mitchell. There are technologies that are necessary today that aren’t recognized as part of their blend process but are a part of modern blending. Fundamentally, we had disagreements around whether or not that was blending. We had disagreements about whether datasets we collected could even be used because they didn’t view it as a blending operation.”

Summing it up, the extent of the response received from Mitchell is that they will continue to study the issue, but as

SCRS Executive Director Aaron Schulenburg

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continued from pg. 27

Schulenburg pointed out, “It’s difficult to take claims from a company that they continue to study an issue in earnest, when the dialogue we’ve received today shows that they’re comfortable remaining inactive.”

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Diving into the one of the more critical areas that is shaping the future of repair, Chuck Olsen (AirPro Diagnostics) and Bob Augustine (Opus IVS) of the digital side of the Emerging Technologies Committee led an ADAS-focused panel discussion set out to provide a refresher on these safety systems, examine developing technology and peer into what the market size looks like.

According to Nick Dominato (director of product management at I-CAR and formerly of Repairify and adasThink), big growth is coming and ─ with that ─ big opportunity.

“In 2026, we’re going to see a 50-percent increase of vehicles with a forward-facing camera or at least one ADAS system,” explained Dominato. “So we’re going to go from a quarter of the vehicles on the road to four in 10. In 2030, we’re going to see another 50 percent increase of vehicles with ADAS on the road. So, we’re going from 25 to 40 to 60 percent of vehicles on the road with at least one ADAS system.”

With a 15 percent compound annual growth rate, Dominato predicted, “Growth is going to look even steeper, and so the opportunities are huge in collision…absolutely huge. We will see an explosion in the market when it comes to calibrations.”

advanced driver assistance technology which is designed to work in partnership with the driver. “There’s continuous communication with the driver that this is not a self-driving vehicle; this is an aid to let the driver know when to be engaged and when the car is in an ‘I-got-this’ type of situation.”

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One of the larger technology trends coming down the pike is night vision. Greg Peeters of Car ADAS Solutions explained how the use of infrared cameras play a role in technology that can create a pixel image based on differences in temperature. “If it’s an animal or a human, it can create an image of that just in the difference of the body temperature versus the air temperature or the temperature around it. And it’s incredibly long range. It can see through weather and any sort of light condition. So, it’s really incredible technology, certainly very expensive right now.”

Peeters pointed to what Lexus is doing with Teammate

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He also pointed to Mercedes’ Drive Pilot, which basically allows the driver to take his hands and eyes off the steering wheel, while the road and the vehicle assumes responsibility for accident correction at that point. The vehicle will alert the driver when it is time to resume control. These types of advances toward autonomous driving are considered level three where the driver has to be present and able to engage at any point. Level four is expected to bring on autonomous driving and more excitement. Currently, the US is on board with the journey to determine what level of autonomy vehicles can have and what is legal, Peeters added.

Another interesting fact Dominato brought to light is how the industry is actually moving past calibrations.

“Two or three years ago, it was all about doing calibrations. In the last year or two, we really started to see all of these extra things that you have to do after calibration. So, you might have to clear specific data. Now, we’re seeing you might have to do programming,

continued on pg. 30

Chuck Olsen, AirPro Diagnostics

Nick Dominato, I-CAR

COVER STORY

continued from pg. 29

and we’re seeing radar power tests being required for these more advanced vehicles. What is a radar power test? Well, it’s not a calibration. But it’s a static function test to see if painting a bumper has reduced the power of a radar sensor too much. So, this is something that’s starting to be required in general, after a bumper is painted with these new 77 gigahertz blind spot radars that we’re putting on to ours. So, even if you don’t touch the radar sensor, or you don’t touch the bumper cover, but if you repaint that bumper, you are going to have to do this radar power test.”

Discussion continued as paint manufacturer representatives took the stage to address what changes are required in refinish operations due to the growing presence of radar sensors in new vehicles coming on the market. Paint materials can have a serious effect on sensor function which means painters will have a whole lot more to consider before they pick up a spray gun in the future.

“Typically, painters have not had to look at repair procedures,” reported Jeff Wildman of BASF. “A painter would view a simple bumper repair as just getting the bumper, painting it and getting it back on the car, but that mentality now has to change. The painter needs to understand what’s behind that bumper.”

Like with OEM repair procedures, there are color codes that are approved by a paint manufacturer. “Just like with our BASF lines, you may find that a waterborne paint is approved, but the solvents are not for a particular color. That has to do with the pigments in that color. That has to do with the testing that’s being done. It’s not as simple as just doing what is needed for a Toyota or a GM. You have to really research it, and painters don’t know how to do that today. That’s really going to have to be driven by the front office and made part of the repair plan.”

The Data Access, Privacy and Security committee brought in attorney Jeff Stefan (Varnum LLP) to address liability concerns surrounding end-user license agreements (EULA). Shops may feel as though they have no control in the matter, but that’s not the case if they take it upon themselves to develop their own terms of conditions with their own privacy policy. It’s also important to be transparent with customers, Stefan suggested.

Representatives from Nissan, Mazda and General Motors took

the stage to talk certifications, what is needed and what tools and resources shops can use to promote their business as a member of an OEM’s certified network.

Telematics, Talent Pool and Estimating

Telematic innovations could open the door to such possibilities as vehicle self-diagnosis as was explored by the Future Disruptions committee panel.

Rivian’s Kelly Logan explained how the brand is “100 percent an electric vehicle, with a SIM card, so it’s essentially a cell phone on wheels, with its own service network.” The connectivity opens the door for work orders to be created before the vehicle comes in for repairs. Further advancements could possibly lead to the possibility of sending a needed parts list to a service center after a vehicle has been in an accident.

Logan stressed that it would take some time to get to that point as years of data would need to be collected in order for the information to be accurate, but it’s an ultimate goal the way things are headed.

“Vehicles are getting more and more able to diagnose problems, but as is always the case with collision, you have to look at all the variables that come into play. It’s going to take a long time to get it accurate.”

Recruiting new technicians into the world of collision repair is absolutely critical to the future of the industry. CollisionCareers.com has been launched to raise awareness and promote the industry to future technicians.

“We need to be able to brand this industry as a great one to join, grow and as a great place to thrive and as a place where we make an impact on the lives of others,” shared Dara Goroff of I-CAR, which spearheaded the initiative.

“There are increasingly more jobs available that we have bodies to fill up,” she continued. “We want to use our position as a neutral and collaborative partner to unite the industry and really work together to solve this talent crisis, to make sure that as we bring technicians in, they are able to do the work that we need them to do as quickly as possible. How are we going to get there? Well, on

Jeff Wildman, BASF Dara Goroff, I-CAR

behalf of the industry, we’ve got a pretty broad mission. We want to create informational and educational content, not just for somebody who’s considering a career, but we want to make sure the guidance counselors and school advisors have books and brochures, that they can hand out, just like they would a college pamphlet, to a young learner when that learner expresses an interest in something that leads to collision repair.”

Despite how the terms have been used in the past, it has become quite clear that estimating and repair planning are most certainly not the same thing. Danny Gredinberg (Database Enhancement Gateway), Erin Solis (Certified Collision Group) and Ryan Mandell (Mitchell International) set out to more accurately define what each term means.

Mandell shared how the term estimate was once considered “gospel” in repair, but it’s since evolved. Digital tools have now created a visualization used to triage a vehicle to get a scope of the damage and to get it to the right facility for repair, “but it does not take the place of a repair plan.” Gredinberg relayed every single thing that needs to be done in order to research a repair from looking up OEM procedures to disassembling the vehicle 100 percent in order to make sure every damaged item is uncovered so that nothing comes along to haunt one later.

Solis stressed the need for using the proper definition, suggesting shops consider moving away from the term estimate in

order to create impactful change.

Looking ahead to the next CIC event, Jordan Hendler unveiled some exciting announcements for CIC’s 40th anniversary, which will be celebrated in conjunction with SEMA 2023.

Historically, the Red Carpet Awards have been normally held during a breakfast event but to commemorate this milestone celebration, it will instead be celebrated as part of the CIC anniversary celebration following the CIC reception at the Westgate on Tuesday, October 31. H&D

See pg. 23 for Collision Industry Red Carpet Awards NIGHT info!

Executive Director’s Thoughts

This CIC was full of topics important – crucial, really – to the daily life of a collision repairer. With the advancements of the SCRS Blend Study all the way to the reasons why defining “Estimate vs. Repair Plan” as industry terminology, the body of CIC is working to push forward industry issues to places where identification and discussion can happen. With all the right segments in the room, the change becomes possible! -Jordan Hendler

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Danny Gredinberg, DEG

Jordan Hendler, WMABA

ADVICE INDUSTRY ASK MIKE:

What’s the Secret to Better Soft Skills?

This month, we “ASK MIKE” for his thoughts on the importance of soft skills at a shop’s front end. 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.

are some of the most critical people in your organization because they have so many touch points with your customers.

Hammer & Dolly: We’ve spoken a lot over the years about the technological and training requirements of running a successful collision repair facility, but soft skills at the front end are just as important. When you had your auto body shops years ago, you had very successful customer service reps – CSRs – who had a great reputation in the industry. From a philosophical perspective, what did you bring to that side of your business to make it as strong as it was?

Mike Anderson: You really need to have the right personalities in that role. Those employees really must like dealing with people. I’ve had some rockstar CSRs in my career. Lindsey Moore was one who stood out. Once I saw how awesome she was with people, I did a personality assessment on her. It wasn’t a pass-or-fail test; it was just something to better understand someone’s personality. I then did a personality assessment with any future CSRs I hired, and it helped me bring in people who had personalities that were like Lindsey’s. We also made sure to train our people; we didn’t just throw them to the wolves.

A CSR is someone who’s level-headed and who can multitask. They can’t be someone who’d get mad at an angry customer. CSRs

Ryan Taylor from BodyShop Booster has a great saying: ‘People are more afraid of making a wrong decision than they are of spending money.’ At our shops, we charged the customer the difference between the repair cost and what their insurer paid. One of the first things we did was build a relationship with that customer before we ever talked about their car. You’ve got to know your customer as a person. We spent a lot of time making sure they knew we were the right people to fix their car. We gave them a shop tour, and we’d go over their owner’s manual with them. We’d point things out to them like, ‘Hey, your seatbelt needs to be inspected.’ Competence leads to confidence. When you can establish your competence and that you know what you’re talking about, your customers will have confidence in you.

Think of a triangle where the top has five minutes and the bottom has 45 to 60 minutes. We flipped that triangle upside down and conducted a ‘Damage Review Appointment.’ When a customer came in, we’d assess their damages and really spend time educating them about what made us different. At the time, we had what we called an ‘evidence manual.’ I once read a book by a guy named Dave Anderson called How to Deal with Difficult Customers: 10 Simple Strategies for Selling to the Stubborn, Obnoxious and Belligerent. He wrote it for car salespeople. Let’s say I sold Toyota Camrys and you wanted to buy a totally different car, I’d have an ‘evidence manual’ that would show you all the reasons why you should buy a Toyota Camary and not buy that other vehicle. We had an ‘evidence manual’ that we’d go over with every customer. The ‘manual’ would have, among other things, a picture of our staff in the middle of a page, and it would have scans of our certifications.

Ultimately, being a good CSR means understanding how to deal with customers so that they want to get their car fixed by you and they’re willing to go to bat for you if there’s an issue with the insurance company.

H&D: How was your personality test developed? Did that come about through an outside vendor, or did you develop it on your own?

MA: Through a 20 Group I was in at the time, I was introduced to Norm Bobay of hireMAX out of Texas. I had taken tests like that when I was in the military and through my church. Every time I took one, I’d think, ‘Man, this is me!’ I’d show it to my friends, and they’d say, ‘That’s you to a T.’ But when I did one of Norm’s tests through this 20 Group, I thought it worked out so well that I gave one to my parts person, my best CSR, and my best estimators. We realized that the people I’d call ‘the champions of my business’ all had similar traits. We tried to hire more people like them. It wasn’t the be-all and end-all, but it helped us make better

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

hiring decisions.

H&D: You mentioned customers paying the difference. You and I both know that even in 2023, that’s quite possibly this industry’s biggest customer service taboo. When you had your collision repair businesses, how were your CSRs able to not only address that issue with your customers but get them to be on your side and recognize that they’d possibly have to pay out of pocket?

MA: When I used to charge people the difference at my first shop, people would say, ‘You can only do that because you fix highend European cars.’ But when we opened our second shop and started doing Asian and American cars, we still charged customers the difference. We didn’t lose too many customers

even though some of them had to pay several thousand dollars out of pocket in some cases. It was all about educating that consumer. You can’t go into that situation from an adversarial standpoint – you just need to take the time to educate your customers on the front end. Just as we spend hours writing an accurate repair plan, we need to spend hours educating that vehicle owner so they really want to get their car fixed at your shop and would be afraid to go anywhere else. You need to tap into their emotional buy-in side so that they understand, ‘Wow, I’m putting my family at risk if I get my car fixed somewhere else.’ It’s not about scaring them; it’s about educating them.

WITH MIKE ANDERSON

Gaining customer confidence.