Hammer & Dolly October 2017

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October 2017 Volume 11, No. 10 $5.95

The Truth About Auto Repairs

ALL

EYES

On Texas

PAYING For a Nightmare

The Final Countdown: Inside SEMA 2017 page 35

www.grecopublishing.com

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October 2017

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DON’T MISS THE INDUSTRY EVENT OF THE YEAR

SEMASHOW.COM TUESDAY, OCTOBER 31–FRIDAY, NOVEMBER 3, 2017 • LAS VEGAS CONVENTION CENTER, NEVADA

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CONTENTS

October 2017

NATIONAL NEWS 14

CIF RALLYING TO SUPPORT INDUSTRY VICTIMS OF HURRICANES HARVEY AND IRMA

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TEXAS SHOP FACES $1 MILLION SUIT FOR IMPROPER REPAIRS

BY JOEL GAUSTEN

DEPARTMENTS 6 10

MARKETING FEATURE 26

HOW TO SHOW THE CONSUMER YOU’RE THE BODY SHOP THEY’VE BEEN LOOKING FOR

Calendar of Events Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER

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Want to differentiate yourself from everyone else?

Learn how.

BY LEE EMMONS

WMABA IS GOING TO WEST VIRGINIA

TECHNICAL FEATURE 30

WHAT IS THE TRUTH ABOUT AUTO REPAIRS?

Reactions to I-CAR’s positions and philosophy.

BY LARRY MONTANEZ III, CDA

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WMABA Sponsorship Page

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INDUSTRY ADVICE: Ask Mike

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SEMA FEATURE 32

THE FINAL COUNTDOWN: INSIDE SEMA 2017

The industry’s biggest event gets set to open.

BY KRISTEN DALLI

President’s Message MARK SCHAECH, JR.

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WMABA Board of Directors

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Advertisers’ Index

Stock Images © www.istockphoto.com

October 2017

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS CLASS LISTINGS October 2, 2017

UNDERSTANDING THE CYCLE TIME PROCESS

FinishMaster (formerly Refinish Solutions), Springfield, VA

October 3, 2017

UNDERSTANDING THE CYCLE TIME PROCESS

October 30-November 3 SCRS Repairer Driven Education at SEMA 2007 Las Vegas Convention Center, Las Vegas, NV For more info, visit scrs.com/rde

October 31, 2017 Collision Industry Conference Renaissance Hotel, Las Vegas, NV For more info, visit ciclink.com

Manheim Auto Auction, Harrisonburg, VA SECTIONING OF STEEL UNITIZED STRUCTURES

FinishMaster (formerly Refinish Solutions), Springfield, VA

October 4, 2017

CORROSION PROTECTION

Collision Plus, Blacksburg, VA

October 17, 2017

November 9, 2017

Collision Plus, Blacksburg, VA

Frederick Co. Career & Tech, Frederick, MD

DARCARS Collision Center of Rockville, Rockville, MD

SQUEEZE-TYPE RESISTANCE SPOT WELDING

October 5, 2017

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

Collision Plus, Blacksburg, VA

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY

Collision Plus, Blacksburg, VA

PLASTIC & COMPOSITE REPAIR

DARCARS Collision Center of Rockville, Rockville, MD

October 9, 2017

VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW

FinishMaster (formerly Refinish Solutions), Springfield, VA

October 12, 2017

REPLACEMENT OF STEEL UNITIZED STRUCTURES

Frederick Co. Career & Tech, Frederick, MD

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ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT

October 23, 2017

COLOR THEORY, MIXING TONERS & TINTING

FinishMaster (formerly Refinish Solutions), Springfield, VA

OCTOBER 30, 2017 HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY

FinishMaster (formerly Refinish Solutions), Springfield, VA

November 6, 2017

CORROSION PROTECTION

FinishMaster (formerly Refinish Solutions), Springfield, VA

November 7, 2017

UNDERSTANDING THE CYCLE TIME PROCESS

Frederick Co. Career & Tech, Frederick, MD

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

November 16, 2017

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR

Frederick Co. Career & Tech, Frederick, MD

November 20, 2017

UNDERSTANDING THE CYCLE TIME PROCESS

FinishMaster (formerly Refinish Solutions), Springfield, VA

November 27, 2017

VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW

FinishMaster (formerly Refinish Solutions), Springfield, VA

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

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

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

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

ToyotaPartsAndService.com

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

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Koons Tysons Toyota 8610 Leesburg Pike Vienna, VA 22182 Phone: 703-790-8310 Fax: 703-356-9081 www.koons.com Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

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

Ourisman Fairfax Toyota 10441 Lee Highway Fairfax, VA 22030 Toll Free: 800-626-2236 Direct: 703-273-2236 Fax: 703-385-8411 fairfaxparts@ourismanva.com www.ourismanva.com

Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465

Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361

dthompson@youngertoyota.com

roy.easter@koons.com

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE ALL EYES ON TEXAS

As I write this message, the biggest news stories in America are coming out of Texas. I first want to get the most important part out of the way and wish my friends and colleagues there a safe recovery from Hurricane Harvey. If you are in need of help, I have no doubt that your peers in the industry will be the first to roll up their sleeves and give you a hand.

Of course, the other big item from the Lone Star State (as of this writing) is the pending $1 million lawsuit against John Eagle Collision in Dallas. In short, the case involves a couple who is suing the body shop for putting their lives in danger after their improperly repaired Honda Fit left them trapped and surrounded by flames.

The car in question was bought used after the repair had taken place and had a clean CARFAX report. Thankfully, the couple survived the ordeal, but now they are seeking justice.

I’ve spent nearly 20 years covering this industry, and I’ve heard all the debates surrounding OEM-recommended procedures.

I’ve also heard every excuse in the book from those who choose to follow what third parties believe is appropriate to bring a vehicle back to pre-accident condition. If you are still on the fence on this matter, please have a look at our story on the case that appears in this issue.

After that, it’s up to your moral compass to guide you in the right direction.

WMABA OFFICERS

PRESIDENT

VICE PRESIDENT

TREASURER

SECRETARY

IMMEDIATE PAST PRESIDENT

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

BOARD OF DIRECTORS

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

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

ADMINISTRATION

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

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Elsewhere in this issue, you’ll find a special SEMA preview and a conversation with Mike Anderson regarding the importance of attending this event. If there’s a lesson to be learned from recent happenings in Texas and beyond, it’s that you need to leave the four walls of your shop and see the history-making things occurring across the country. Trust me – these things will impact your business. Learn about them now before a hurricane even stronger than Harvey touches down at your door. H&D

October 2017

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR

OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Kristen Dalli kristen@grecopublishing.com

Donna Greco donna@grecopublishing.com

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

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards.

In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it.

For Genuine Honda parts, contact these Authorized Honda dealers.

Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com

Honda of Tysons Corner 1580 Spring Hill Rd. Vienna, VA 22182 Direct: 703-749-6652 FAX: 703-821-4229 www.hondatysonscorner.com E-mail: sebastian.venegas@hondaoftysonscorner.com

Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: bmorgan@drivemiller.com

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EXECUTIVE DIRECTOR’S

MESSAGE

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

WMABA IS GOING TO WEST VIRGINIA As we enter WMABA’s 50th anniversary – that’s right, 50th – it is so appropriate to reveal to the industry that West Virginia shares our mission and WMABA is growing.

Even after 50 years! This is potentially the biggest news our association has had in the 10 years of my executive directorship, and I could not be more excited! Discovering this partnership while focusing on repairer issues couldn’t be more timely.

This groundswell of activity in the WV area is due in large part to Steven Krieps, a local shop manager of Greg Cline Auto, who became involved after recent political advancements to repeal the WV law restricting the use of aftermarket parts on newer vehicles (read more at tinyurl.com/y8q69wbj). This, while working with SCRS and WMABA, was just the springboard he needed to foster his desire to have representation for all shops. His spirit to jump right in showed us he will be there when the call to action comes. He’s rallied several shops in the area to support WMABA and our efforts to bring representation to their states.

Right out of a Civil War-era story, this partnership shows states can band together under one umbrella for the benefit of collision repairers and the industry at-large. Krieps commented, “Our repairers haven’t had visibility at the national level, ever.

We’ve mostly kept to ourselves and quietly strummed along.

When the activity at the State House turned against us, it was folks like Aaron Schulenburg at SCRS or Jordan Hendler of WMABA who jumped in to give us the boost we needed to stop this anti-consumer legislation from moving forward. With this

inclusion into their communities, and when those associations speak, it will now be on our behalf and for the betterment of all our repairers’ businesses. That means everything to us.”

There will be far more to come on this budding relationship.

Our excitement at WMABA is palpable. We cannot imagine going down this road with a worthier group of repairers who just want the same things other state associations provide: Advocacy, benefits and camaraderie (just to name a few)!

There is a lot of hope that comes with this new growth for WMABA, and on the heels of turning 50, it is so great to begin a new chapter!

Stay tuned! There is much more to come with WMABA’s historical milestone and the relationship built with our new territory in West Virginia. H&D

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

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THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2017!

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

www.wmaba.com

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

October 2017

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The collision community cares.

NATIONAL

NEWS CIF Rallying to Support Industry Victims of Hurricanes Harvey and Irma The Collision Industry Foundation (CIF) is committed to working with all industry segments to deliver aid to victims of Hurricanes Harvey and Irma. The CIF’s mission is to provide emergency relief directly to collision repair professionals, and is currently calling on all shops, trade groups, equipment companies, paint companies, insurance companies and all other industry organizations who can assist in this relief effort.

“CIF was there after Katrina, Sandy and other natural disasters to deliver aid to those professionals in our industry impacted,” stated Michael Quinn, chair of CIF Harvey/Irma Relief. “We have a dedicated group of volunteers working hard to identify those in need from within our industry and get them the help they need. If you know of persons in need, send them our way; if you want to help, please donate at the CIF website.”

One affected shop owner shared that his shop was buried in over 10 feet of debris, and still had six to seven feet of water inside. He lost everything and has no flood insurance. Thirty of his employees are out of work with no income.

Another manager at a dealership body shop shared that his painter and his family were airlifted off the roof of their home with nothing more than the clothes on their backs.

Donations have been coming in from shops, individuals and companies including CCC Information Services, Mitchell International and PartsTrader. In addition, a “How to Help” guide has been assembled for those looking to offer assistance.

EVERY dollar counts and will help your fellow industry professionals! Donations can be made via collisionindustryfoundation.org, and no donation amount is too small. CIF is utilizing all donations for emergency living and/or tool replacement expenses. To apply for assistance, please email collisionindustryfoundation@ gmail.com or call (855) 424-3243 (free) or (804) 427-6982 (direct).

The Collision Industry Foundation is a 501(c)3 charitable foundation dedicated to raising, managing and donating funds while fulfilling the philanthropic goals and needs of the collision industry and the communities they serve. H&D

collisionindustryfoundation.org 14

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Unsurpassed Quality.

Genuine Hyundai Parts.

HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE.

SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS.

TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE

PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.

For Genuine Hyundai parts, contact these Authorized Hyundai Dealers.

Fairfax Hyundai 10925 Fairfax Blvd.

Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: parts@fairfaxhyundaiinc.com

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

October 2017

Malloy Hyundai 1880 Opitz Blvd.

Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: hmkparts@aol.com

Checkered Flag Hyundai 3033 Virginia Beach Blvd.

Virginia Beach, VA 23452 Phone: 757-687-3463 Fax: 757-687-3468 hyundai.checkeredflag.com

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INDUSTRY

ADVICE

ASK MIKE What is the value of shops attending national industry events?

This month, we “ASK MIKE” to explore the value that can be derived from leaving your shop and traveling to national industry events. We at Hammer & Dolly hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industryrelated matter that he can answer in a subsequent issue.

Hammer & Dolly: Obviously, you’re a very nationally focused figure. What is the value of shops attending national industry events?

Mike Anderson: I came into the industry as an adult in November 1985 after I got out of the military, and I have to tell you, I’ve never seen things moving at such lightning speed.

Our industry is changing and it’s all I can do as a consultant to try to stay on top of everything every day; whether it’s things like insurers moving to photo apps and desk audits or OEMs promoting scanning.

We also have to worry about the new substrates coming out and the repairability of vehicles. Honestly, I don’t know how a shop can stay current on these things unless they do the following: Attend industry events like SEMA or the NORTHEAST® Automotive Services Show.

Subscribe to publications like Hammer & Dolly.

Take and attend training.

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I think these things are critical for a shop to stay in business, but more importantly, for a shop not to be found liable or get sued for something because of improper repairs. We have to stay tied into the industry. Doing the three things mentioned are great ways to do that.

One thing that concerns me is that a lot of people will base their repair decisions on a video they see on YouTube or something they see on Facebook. That may not be the best method. I’m not taking away from YouTube and Facebook posts; there’s a lot of great value in there. But just because somebody puts a video out there or posts it on Facebook doesn’t make it right. The best way to make sure you’re doing things properly is to hear from the experts. Obviously, attending OEM training or something like that is going to get you in the right direction. We have to stay networked and tied in through professional events.

the list of classes, then also look at the list of exhibitors. What I always like to do when I go to trade shows is look at a list of all the vendors that are there, and I’ll highlight what booths or floor space I want to see. I also always look into the training that I want to do.

SEMA is so huge that a lot of people make the mistake of just walking the aisles, and they may not get to see something that would have been important to them. It’s very easy to get sidetracked there. Make a list of vendors you want to see, then get to them right off the bat.

When that’s out of the way and you’ve accomplished your mission, then you can start to stroll the aisles.

You also need to plot out the RDE classes. If you’re not registered when you get there or you show up without a ticket, you won’t be able to get into an event that’s sold out. I take classes from other speakers so that I can be the student and learn from them, and I build my calendar before I go out there.

MA: Go online to scrs.com/rde and look at

MA: First of all, let’s just say this about traveling: If you don’t have TSA PreCheck, get it immediately! A lot of times, we get to an airport, we’re rushed and there’s a long line. You could miss your flight.

H&D: SEMA is coming up, and there will be a lot of people attending the SCRS Repairer Driven Education (RDE) Series who are first timers to the SEMA experience. Since you’ve had some mileage there over the years, what would be your suggestions as far as a new attendee getting the most out of that week in Las Vegas?

H&D: Since you have such a history as a traveler in this industry, what has been the greatest lesson you’ve personally learned through your travels across America on behalf of the collision repair industry?

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Insights and advice from an industry mentor.

TSA PreCheck is something that you can subscribe to that lets you get to the front of all the lines, and you don’t have to take your laptop out or your shoes off.

The second thing I would recommend is to check the weight of your suitcase. I see all these people who get to the airport and then realize their suitcase is over the weight limit. I see them trying to take stuff out of one suitcase and fit it in another. If you go to the airport with a 50-pound bag, you’re going to find brochures at a show that you’re going to want to bring home – and that could put you over the weight limit. Pack an extra bag that’s not your suitcase.

Additionally, make sure you take plenty of business cards. I see so many people who go to SEMA and run out of them. Remember to give your business card to everybody you

meet. You might be walking the aisle and you’ll see a rep from an OEM. Give them your card and ask them for their card. I see so many people who go to an event and the head of General Motors or somebody from CCC will be there. Part of networking is having access to people after an event. If that person says they’re out of cards, then just put the contact information in your phone.

Another problem is that people collect all these business cards and then get back into their office and put them in a drawer. There are a lot of apps you can download on your phone that will scan a business card and put in your phone. That way, you have that number permanently. Utilize technology to grow your network and contact list of people you run into at a show such as SEMA. H&D

Do you have a question for Mike?

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

Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists.

Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).

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

Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

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

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

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

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

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

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

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NATIONAL

NEWS Texas Shop Faces $1 Million Suit for Improper Repairs Four years ago, Texas residents Matthew and Marcia Seebachan were driving their used 2010 Honda Fit four days before Christmas when they were struck head-on by a hydroplaning pickup truck. Within moments, the couple’s vehicle was engulfed in flames with them both trapped inside. Although they were miraculously pulled from the car in the nick of time, Matthew suffered severe burns and Marcia experienced trauma that survives to this day. Following the crash, the Seebachans learned that their vehicle’s roof had been replaced by the previous owner at John Eagle Collision Center in Dallas. This news came as a shock since the Fit had a clean CARFAX report when they purchased it from a dealership. Worst of all, they were informed that the roof had been replaced using industrial adhesive – not through welding as defined in Honda’s OEM repair procedures.

As this issue of Hammer & Dolly went to press, the Seebachans were gearing up for a $1 million lawsuit against John Eagle Collision Center that could have a chilling effect on repairers nationwide who refuse to strictly follow manufacturer guidelines. The suit argues that when the roof separated, one of the the walls curved enough to puncture the gas tank under the driver’s seat. (As of this writing, a lawsuit against the insurer involved in the original repair, State Farm, had been temporarily withdrawn but was likely to be refiled.)

During a July 7 deposition (available in transcript form online via repairerdriven news.com), plaintiff attorney Todd Tracy took John Eagle Body Shop Director Boyce Willis to task over the repair methods used in the

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roof repair. Highlights of the exchange appear below:

Tracy: Do you agree that as the voice of John Eagle Collision Center, that when someone takes their vehicle to your certified body shop to be repaired after a vehicle collision or hail damage, that people trust that the body repairs will be performed according to the vehicle manufacturer’s repair specifications?

Willis: Yes. According to the insurance company.

Tracy: But at the end of the day […] John Eagle Collision Center has to comply with the vehicle manufacturer’s repair specifications.

Correct, sir?

Willis: Correct.

Tracy: And as the voice of John Eagle Collision Center, do you agree that people don’t expect to drive away in a vehicle whose body repairs have actually made their vehicle deadly and dangerous because body repair rules were not followed? You agree with that?

Willis: Yes.

Tracy: And as the voice of John Eagle Collision Center, do you agree that people expect that body shop repair rules will be followed when they have taken their vehicle to a body shop repair facility who claims to be a certified body shop?

Willis: Yes.

Tracy: Do you agree that a certified body shop is required to repair vehicles back to the vehicle manufacturer’s safety specifications?

Willis: Yes.

Tracy: Do you agree that if a certified body shop does not repair the vehicle to the vehicle manufacturer’s repair specifications, and then someone is seriously injured or killed […] because of their repair failure, that the body shop is responsible?

Willis: Yes.

Tracy: The insurance company cannot trump the OEM specifications, correct, sir?

Willis: Yes, they can.

Tracy: Where does it say that?

Willis: By not paying the bill.

Willis also stated, “We’re guided by insurance…If you brought your car into my shop…the insurance company’s going to dictate how we’re going to repair your car.”

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A legal hurricane touches down.

BY JOEL GAUSTEN In late August, the Auto Body Association of Texas hosted Tracy (who also has a background in engineering) for a presentation on the importance of adhering to OEM procedures during the repair process.

“What worked three years ago doesn’t work anymore in your industry,” he told the audience, later adding, “Learn to research; research to learn. After you do those two things, then you better document it.”

Throughout his talk, Tracy stressed the importance of remaining true to the OEM – not the insurer – in determining what is most appropriate for the repair.

“You guys are on the frontlines of safety. Your dedication to your profession is the difference between someone’s life and death…The insurance profit must never trump your client’s safety. They aren’t experts in the field of vehicle development, design, manufacturing, testing or repairs.”

Most significantly, he made it clear that the Seebachan case is just the beginning.

“If you don’t think the tsunami of lawsuits has started yet, you don’t know what you’re talking about – because we’re looking.”

Hammer & Dolly’s request to John Eagle Collision Center’s legal counsel for comment was not returned at press time. H&D

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MARKETING

FEATURE HOW TO SHOW THE CONSUMER YOU’RE THE BODY SHOP THEY’VE BEEN LOOKING FOR additional thousand dollars of unexpected work.

This mechanical shop scenario bears a superficial resemblance to the estimate and supplement process at a collision shop. Even though this is a different situation altogether, it plays directly into consumer fears. When the shop finds additional damage in the process of disassembling the vehicle, consumers could interpret this as finding unnecessary repairs to rack up the bill. Insurance adjusters might even use this perception to influence the consumer during negotiations.

The number-two reason consumers don’t trust shops is the fear that they overcharge for services. This can cause considerable problems for shops who are dedicated to following manufacturer guidelines for repair, or take their OEM certifications seriously.

The most complete repair – the safest repair – is a more expensive repair. If this was properly explained to consumers, they most likely wouldn’t consider the shop to be “overcharging.”

Many customers express similar anxieties when choosing an auto body shop. Due to many industry misconceptions (and the customer’s need for the fastest solution), they often feel they have reason to distrust repairers, though this is far from the truth.

Building trust with customers is at the core of any successful business, and I’ve created some helpful tips to ensure you create customers for life.

How Mechanical Shops Affect Perceptions of Collision Shops One of the biggest issues auto repairers face is erasing the stigma that differentiates mechanical shops from collision ones with

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their customers. Why does it matter that consumers lump mechanical and collision shops together? It matters because it means collision shops have to deal with the negative experiences consumers might have had at mechanical shops.

For example, the number-one reason consumers don’t trust auto repair shops, according to a recent AAA survey (“Most US Drivers Leery of Auto Repair Shops”),1 is that shops “recommend unnecessary services.”

(Seventy-six percent of respondents mentioned this.) My guess is that most of these respondents are thinking of an experience with a mechanic who told them one thing needed to be repaired and then found an

Regaining Consumer Trust So how can we deal with a consumer’s preconceived notions about auto repair shops?

Communicate with them. Be transparent. Give them reasons to trust you from your first interactions, and then continue to build that relationship through the end of the process and beyond.

When you’re growing this relationship, it will be clear that you’re building a professional friendship based on trust.

However, keep in mind that this relationship begins to develop way before they call you or set foot in your shop.

Creating a Customer for Life Every auto body shop owner wants to create that customer for life. You know the type I’m talking about. They champion you to

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Protecting your shop from negative comments. anyone – coworkers, friends, family and strangers in line at the grocery store. If you’re still wondering if online marketing is important, just know they’ll tag your shop in a Facebook comment when a friend posts, “Got into an accident in Baltimore. Any recommendations?”

The first step in turning a new prospect into a customer for life is to understand their perspective. The AAA survey mentioned earlier uses the term “auto repair shop” and did not distinguish between collision repair and mechanical shops, but this doesn’t make the study less relevant or important. On the contrary, this reveals an important fact: Consumers don’t make a distinction between mechanical and collision shops. When you’re trying to influence and build relationships with these consumers, you’ll only succeed if you take all their preconceived notions (including those things that are incorrect) seriously.

According to the AAA survey, your customer has a 66 percent chance of immediately distrusting your company without knowing anything about you, so you’d better address that problem immediately in your advertising.

The majority of your customer’s buying process happens online, when they: see your search engine ad; engage with your website; read your reviews; and engage with you on Facebook.

In creating marketing strategies for collision repair facilities for six years, I’ve found the most effective strategy is to inspire trust.

Understanding the Collision Customer’s Buying Process Your customer has just been in an accident and has lost the use of their vehicle – a complete disruption to their life. In these kinds of emergency purchasing situations, consumers make decisions differently than they would under normal circumstances and respond to different kinds of advertising messages. The psychology is different, and the marketing and customer service approach must take these variances into consideration to be effective.

In an emergency, consumers are much less concerned with things like getting a better deal than they are with resolving the situation immediately. They’re looking for a solution with the lowest amount of risk, and they will sometimes choose a higher-priced solution because it suggests less risk.2 In this critical moment of decision, your coupons and your

seasonal discounts are irrelevant and may even hurt you.

Customers in this situation are looking for a body shop they can trust to get them out of a bad situation.

How to Inspire Trust in Leery Consumers When you focus on trust as your main message, you’re speaking directly to the collision customer’s concerns. Don’t just tell them they should trust you – give them concrete reasons. Tell them about your certifications, warranties, years in business, awards and other qualifications. Provide them with reviews as social proof. Embed testimonial videos that not only share a positive experience, but also give the customer a chance to meet you, the shop and the people who work there. A well-made video builds trust in the viewer by allowing them to see your location and know what they can expect.

When you get the consumer to hire you, continue to develop a relationship built on trust.

Use your understanding of the common anxieties among consumers about auto repair shops. Draw out specific concerns in your interactions with your customer, then be proactive about addressing those concerns.

If you’re transparent and honest with your customer, you’ll build a relationship that creates a customer for life. You’ll know you’ve accomplished this when your customer trusts your recommendations immediately, when they seem proud to “know” the shop and when they leave you a positive review without any more incentive than to do a favor for a friend. The secret to getting lots of good reviews online isn’t a monthly iPad giveaway; it’s developing these kinds of genuine relationships with your customers.

What Motivates a Customer for Life?

Why are these customers for life so enthusiastic about promoting you? For one, trustworthy shops are very difficult to find. To know a trustworthy shop is to possess privileged, insider information that can benefit ordinary people who live in fear of being ripped off at auto repair shops.

They’ll even do some of the relationship building work for you by recommending you as a trustworthy shop that’s different from the rest.

The One Thing Consumers Are Looking for in an Auto Body Shop Collision consumers are looking for a trustworthy shop. When they’ve found it, that’s where they put their loyalty. Of course, it’s impossible to become friends with every customer. However, the same principles should always apply, even with frustrating customers. If

BY LEE EMMONS

you’re ever tempted to abandon this approach, just remember how much of your revenue comes from referrals.

Furthermore, consider the alternative – a biased customer who assumes the worst during the repair process and leaves you a terrible review with accusations of overcharging and performing unnecessary work. In other words, labelling you as just another untrustworthy auto repair shop. A Harvard Business School study found that each star your Yelp review goes down can mean a five-to-nine percent decrease in yearly revenue.3 Be the facility the consumer is looking for – the body shop they can trust. Address their anxieties and show them you’re the exception to the rule. H&D 1. http://newsroom.aaa.com/2016/12/u-s-drivers-leeryauto-repair-shops/

2. https://www.researchgate.net/profile/Fritz_Strack/ publication/232460712_Reflective_and_Impulsive_ Determinants_of_Consumer_Behavior/links/02e7e51b4 5c7ba4320000000/Reflective-and-ImpulsiveDeterminants-of-Consumer-Behavior.pdf 3. http://www.hbs.edu/faculty/Pages/item.aspx?num= 41233

Executive Director’s Thoughts

Lee perfectly describes creating a customer for life, and the process ultimately hinges on one word: Trustworthiness. Customers who trust their repairer will not only have a great experience, but they will tell everyone around them in a similar situation. It’s like saying, “Go see my friend; they’ll help you.”

What better way to run a business than that?!

- Jordan Hendler

Lee Emmons is chief marketing officer of AP Media based in Sykesville, MD. His public relations and marketing efforts on behalf of collision repair shops throughout the Mid-Atlantic have gained industry press coverage for those shops in trade publications and local media.

He and his agency are certified Google Partners, with certifications in AdWords and in Google’s Video Advertising Advanced Certification. Marketing for auto body shops has become his passion and personal area of expertise. You can visit his company’s website at AbsolutePerfectionMedia.com.

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October 2017

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TECHNICAL

FEATURE WHAT IS THE TRUTH ABOUT AUTO REPAIRS?

At the 2017 NACE Automechanika show in Chicago, Collision Hub and I-CAR devoted a REPAIR U live show to debunking some of the foolish statements posted on certain social media sites. The show was titled “I-CAR Says” and dispelled the most popular myths running rampant through the industry. The general driving public is potentially at risk, due to the uneducated and misinformed collision repairers quoting these “technical procedures” incorrectly. The John Eagle Collision Center lawsuit over the Honda roof replacement – and the statements made by Boyce Willis, the collision director of John Eagle during deposition (see the story in this issue of Hammer & Dolly) – is a great example of this. Kristen Felder, owner of Collision Hub, and Jason Bartanen from I-CAR went live to set the record straight on multiple issues. You can see the video at tinyurl.com/yc96lyl9, and I have chosen some of the more important topics for this article.

I-CAR Repair Procedures vs. OEM Procedures I-CAR does not make up repair procedures; they combine multiple similar OEM procedures to teach the industry a common way of thinking. The Uniform Procedures for Collision Repair (UPCRs) were created when no OEM procedures were available, but now almost every OEM publishes very descriptive and thorough instructions on how to repair their vehicles. The UPCRs are obsolete – and, in many cases, incorrect — for commonly understood procedures. Bartanen said that OEM procedures are service specifications, not recommendations, and they must be followed.

I-CAR’s position is that repair facilities should first follow OEM repair procedures; if none exist, the repair professional should look if any OEM position statements or other documentation exist for guidance.

Additionally, they say that if there are no OEM options available, then use their “published best practice.”

Well, I’m sorry, but I must disagree with this. We as collision repair professionals must force the OEMs to produce repair procedures for their vehicles; when no repair procedures exist, either total the vehicle or let it go to another shop and let them risk their liability. It is not worth it – look at the John Eagle case.

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Making up your own repair procedures is not only foolish, but can create liability and cost you a lot of money in defense; if you are defeated in court, the losses could be crippling.

Junkyard Used Weld-On Components Bartanen stated that I-CAR says “no” to recycled outer quarter panels with rolled hem flanges. In their view, a technician wouldn’t put a recycled door skin on, and the same logic applies to outer quarter panels with rolled hem flanges. While it might not be as much of a safety issue as a workmanship and quality one, it still shouldn’t happen. I would agree with this position, but I disagree with limiting it to only quarter panels with hem flanges. My opinion is that any and all weld-on components should never be obtained from junkyards. The amount of tempering from the removal, preparation and re-welding of the panel is not recommended, as micro-cracking will occur.

Additionally, most OEMs are now using bonding adhesive on the outer wheel well opening to the backside of the quarter panel.

Heating this area and the prying applications distort the wheel opening area, flange and feature lines. Using other weld-on components – such as (but not limited to) uni-rails (frame rails), Apillar, B-pillar, rocker panel assemblies, etc. – is not only foolish, but it could be deemed criminal in a court of law (negligence) due to the amount of deliberate disregard of the specific OEM procedures and the nonscientific and unproven sectioning and attachment methods utilized. (In other words, you made it up on your own.)

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Separating fact from fiction.

BY LARRY MONTANEZ III, CDA

Full Body Sectioning a.k.a. “Clipping” In the video, Bartanen states that I-CAR says to follow the OEM on sectioning or don’t do it – and don’t ever clip a vehicle. I-CAR says if no OEM repair procedures exist, do not section.

The complete I-CAR statement reads: “If there are no published sectioning procedures available from the vehicle maker, do not section; the complete part should be replaced at factory seams, unless the OEM allows for partial part replacement at a factory seam.”

Full-body sectioning, or “clipping,” was originally an acceptable repair option and listed not only in the I-CAR UPCRs, but also mentioned in multiple I-CAR classes in the 1980s and 1990s. It has been rendered impossible since the early 2000s due to the restrictions contained in specific repair procedures from the OEMs for their vehicles.

However, the practice continues, as seen on multiple social media groups in multiple posts from untrained and/or unprofessional technicians who only demonstrate how they destroy vehicles – as well as attempt to place the vehicle owners and occupants in a precarious situation. (Remember Boyce Willis and the John Eagle Collision Center Honda Fit repair.) This practice is so widespread that it led I-CAR to declare clipping “should not be done, under any circumstances” for latemodel vehicles. (In the video, Felder and Bartanen indicated this means all vehicles dating back to sometime in the 1990s.)

Kink vs. Bend Per Bartanen, I-CAR deems the “kink versus bend” rule obsolete due to the higher-strength advanced steels utilized in vehicle construction.

I-CAR’s new position is that if there are no OEM statements supporting (or warning against) straightening, then it should not be done on steel parts above 600 MPa/87,022.62psi. When an OEM states that a certain metal or component shouldn’t be straightened, then that component should be replaced – even if there is only a visible bend to the component.

Always follow the OEM. When in doubt, replace; it is your liability.

Facility owners, technicians, consultants and even the clown-sultants really have no say in the matter. (If we’re going to include them, we should add McDonald’s, Burger King, Starbucks, 7-11 and all the other industries not important to collision repair in this new way of thinking.) If a structural component sustained visible and/or displaced damage (not within specifications +/- 0.0mm), then the component must be replaced unless the OEM has specific procedures to attempt a repair. When highstrength, ultra-high-strength and advanced-high-strength steel components bend, it is generally not going to be possible to restore that original state and shape to the component without causing damage to it and/or adjacent components at the attachment joining points. In some rare situations, you might get the shape back (“it looks good”), but the state of that component is no longer restored to its original strength.

Heat exposure from applications of heat and even cold straightening will alter the properties of those components.

Felder said that many on social media will claim why shape matters and that they can just apply body filler (which should never be applied to a structural component). Felder also brought up the popular “the customer’s not going to see it” argument, which comes up a lot. Not only is this bad customer service, but performing this type of repair could affect the energy transfer during a subsequent collision. (Again, remember Boyce Willis and the John Eagle Collision Center Honda Fit.) OEM engineers design vehicles with lighter materials, such as aluminum and carbon fiber, in addition to much higher-strength steels to protect the occupants and direct the applied collision impact forces and energy around the passenger cell. Vehicles are designed with different grades of steels and sometimes aluminum to create sacrificial areas to absorb the applied forces. These are known as “crumple zones,” which disperse some of the energy and direct the leftover undispersed energy to the stronger structural components. (Think of the roll cage.) This is done for two reasons: One, to lighten up the vehicle for fuel economy, and two: it keeps the passengers far safer in a collision than they were in the past, limiting injuries and death.

One of the I-CAR slides stated that most vehicle makers do not recommend straightening UHSS parts that are above 600 MPa due to the potential of cracking and tearing the part and the possible damage structural pulling can do to adjacent panels and other parts of the vehicle structure. Some vehicle makers will allow cold straightening on steels above 600-800 MPa, but this is limited.

Bartanen said he didn’t know of any OEM that allows even cold straightening over 800 MPa, later commenting that state is really what’s important for energy transfer. The “kink versus bend” guidance has grown more restrictive to reflect such new technology; this combined with further OEM straightening restrictions – which supersede I-CAR – seem to make the concept of straightening largely irrelevant.

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TECHNICAL FEATURE

This statement alone should make you immediately rethink what you have been doing.

STOP IT NOW and begin to retrain your technicians and estimators and retool your facility. If you don’t, you could be the next Boyce Willis and the next John Eagle Collision Center mentioned in the media. Kristen Felder and I have received a lot of calls from lawyers about consulting, training and expert analysis regarding incorrectly repaired vehicles for potential lawsuits.

The Collision Hub Repair U presentation was intended to dispel the incorrect and misquoted positions about I-CAR’s statements and teachings being made by many in the collision repair industry – which includes insurance company personnel and even some I-CAR instructors. In the presentation, Collision Hub CEO Kristen Felder suggested that some of these misrepresentations might come from those who took an I-CAR class decades ago but haven’t had training since. Felder and

Bartanen also volleyed some the statements, questions and even comments posted on the social media groups. Here’s an example (with some slight edits): Felder: “I can’t just apply a lot of undercoating?”

Bartanen: “You’re not supposed to do that anymore.”

Felder: “I can’t have my torch, and my undercoat, like gunslingers attached when I walk into the stall?”

Bartanen: “No, you’re not supposed to heat it up anymore, either.”

Felder: “I’m done,” she joked. “My body days are over, Jason.”

All joking aside, there are a few good points brought up here. The first is that undercoating is not an acceptable product for a professional repair facility. Even if the OEM has procedures where heat is acceptable (of which there are only two that I can actually think of), they will have a specific maximum temperature and the cumulative number of times heat can be applied. There is no reason for a professional collision repair facility to have a set of torches in the facility; it will only assist in making bad decisions and incorrect repairs.

Experience level does not overrule OEM procedures. Consultants, tool salesmen, equipment salesmen, product salesmen (of adhesive products, for example) and your opinion are irrelevant in a court of law. The insurance company cannot give an opinion on repair times, replacement components or what is repairable and what is not. To recap, remember these hot tips: If the OEM states that a certain type of metal or component shouldn’t be straightened, then that part should be replaced (even if it’s only bent).

It is also advised that even when an OEM allows straightening at 600 MPa or above, a dye penetrant should be used to ensure no micro-cracking has occurred. If micro-cracking has occurred, it should be replaced. That’s an important process that shops that primarily repair steel vehicles must understand.

Aluminum repair facilities should have already implemented this operation into their damage analysis and repair processes.

Visible fractures (cracks or tears) in the metal are a permanent area of deformation and cannot be returned to the original state and shape. They also cannot be welded to make them look good; it must be replaced.

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If a component only looks bent and not kinked, identify the material/strength/classification, as it may not be repairable and/or may not be able to be straightened without cracking.

It’s sad to even have to mention this, but straightening is not an option when a bumper beam, door intrusion beam or component that is classified as a crush zone has sustained damage.

Damage to curved or highly formed areas is more difficult to straighten. Bends to these areas may not return to their original state and shape and warrant replacement.

Aluminum structural components cannot be straightened and require replacement as per the OEM. Every vehicle must have a pre-repair diagnostic scan to know what systems are operational and which are not (and which trouble codes are related to the claim and which are not). Post-diagnostic scans must be performed to ensure the vehicle systems are operational. This will assist in protecting your liability.

Every vehicle must be pre-measured. Panel gaps, your eyes or your opinion cannot see minor displacement and misalignment.

Always look up the OEM repair information and the OEM website, as they are the most up-todate information. Having trouble finding that information or even interpreting it? I will be teaching a RDE class at this year’s SEMA Show in Las Vegas. Sign up for it and other great classes at scrs.com/rde.

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

Executive Director’s Thoughts

There is just so much importance to safety and procedure, even if the customer never even knows. The liability of what kind of information is available now to defend a victim is endless. It’s just not worth keeping a job, or “figuring it out,” just to have something bite you straight in the butt later. - Jordan Hendler

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An extensive event preview.

FEATURE

BY KRISTEN DALLI

THE FINAL COUNTDOWN: INSIDE SEMA 2017 If you’ve ever wanted to travel to Las Vegas for the annual SEMA Show, this is a year you don’t want to miss.

Held October 30 to November 3 at the Las Vegas Convention Center, SEMA 2017 will feature the return of the Society of Collision Repair Specialists’ (SCRS) Repairer Driven Education Series, as well as the latest installment of the OEM Collision Repair Technology Summit. The national association’s activities on the show floor come as the result of support from industry vendors including high-level sponsor PPG Industries. Brand new to SEMA 2017 is the addition of SCRS’ Collision Industry Red Carpet Awards Breakfast on November 1. As always, SEMA will feature hundreds of the industry’s most popular vendors and nearly 200,000 automotive enthusiasts in one location.

CIC Returns to Vegas

In addition to SCRS’ various events throughout the week and the nonstop action on the show floor, attendees will also have the opportunity to participate in the last Collision Industry Conference (CIC) of 2017.

According to CIC Chairman Guy Bargnes, “CIC is not an association, a trade show or a non-profit organization. CIC is a forum where people can discuss ideas and find common ground to search out solutions. Anyone in the collision industry who is attending SEMA would benefit from attending CIC. The topics discussed are critical and current. Additionally, CIC provides probably the greatest networking opportunity for all segments of the repair industry. It’s an opportunity to make contact with colleagues and talk with people you wouldn’t normally find all in one room or attending one meeting.”

CIC Administrator Jeff Hendler echoed Bargnes’ statements, saying, “Something that’s not often talked about is the value of networking. CIC has become the leading networking area in the industry. If you want to talk with insurers, repairers, educational providers or major associations, they’re all there— arms open [and] willing to discuss whatever’s on your mind.

SEMA is the premier event in the industry; it’s where all segments of the industry come together to discuss issues pertinent to the repair of a vehicle. If you’re in the industry and

want to continue to be in the industry, then you need the latest information from every aspect. It’s all in the room of CIC.” Some of the topics CIC will be discussing in Vegas include, but are not limited to, pre- and post-repair scanning, insurer/repairer relations and technician shortages, among others.

“A lot of committee work will be presented at CIC,” Bargnes shares. “Right now, there are eight standing committees, and at least six of those committees will be reporting on various issues.

For example, the Open Systems, Data Access and Sharing Task Force will report on issues related to the potential impact of CCC’s Secure Share launch, and the Emerging Technologies Committee will review its latest findings with regard to scanning.”

Hendler adds, “Education and training are always key issues, because all aspects of the industry need to understand what’s available to them in those regards, and they’re all topics that will be embraced.”

This year, the CIC meeting at SEMA will be consolidated into a single day as opposed to a two-day event.

“In moving CIC from two days to one this year, it provides a much more convenient and efficient opportunity to network [and] step out of the trade show environment and into a very specific [one] focused on collision repair,” Bargnes remarks.

More information on CIC is available at ciclink.com.

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SEMA FEATURE

OEM Technology: Now and Tomorrow

The ways in which technology influences the evolution of vehicles is seemingly endless. At SEMA 2017, attendees will once again have the opportunity to be immersed in emerging technology and the ways in which that technology will continue to impact the repair process. An all-day event, SCRS’ OEM Collision Repair Technology Summit on November 2 is designed to put SEMA attendees in the same room with innovators in automotive structural design and technology, providing a truly unique networking and learning opportunity for the collision repair industry.

SCRS Executive Director Aaron Schulenburg is pleased with the evolution of the Summit, and he believes the natural progression of the sessions throughout the day is one of the many aspects that make the event so successful.

“As [the Summit] enters its fourth iteration, it’s different each year in that its focus is on issues that are driving questions today, versus questions that were driving members 12 months ago. When you look at news stories [and] concerns, it helps to identify the information that’s necessary right now, and I hope that’s how [the Summit] differs every year. That’s where the relevance comes from – as an association keeping our fingers on the pulse of what’s keeping our members up at night and then getting information that speaks directly to that.”

In the first session (“How Automotive Research is Driving Change in Vehicle Design, Technology and Function”), moderator John Waraniak (vice president of vehicle technology for SEMA) will focus on the impact research has on vehicle construction and functionality.

“The primary goal is to build synergy between SCRS and SEMA members on sharing best practices, tools and lessons learned in repairing and customizing vehicles,” Waraniak shared. “Transformative technologies are changing how cars are designed, developed, customized, sold, serviced, repaired, shared and owned. We are witnessing one of the most fundamental shifts in the history of the automotive industry. New vehicle technologies are driving this shift, and it’s being shaped by demographic, regulatory, social and environmental pressures. People will continue to love cars and the individual freedom and mobility they provide; however, the car and the world around it will look a lot different by 2025.”

In the second session (“The Impact of Advanced Vehicle Systems on Routine Repair Process and Procedure”), participants will see the impact that the research discussed in session one has on common procedures. In keeping with the theme of advanced technology, moderator Kaleb Silver (senior product manager at Hunter Engineering) will focus on raising awareness of how Advanced Driver Assistance Systems (ADAS) will change the course of commonly performed repairs.

“ADAS is a growing market segment, driven by safety, consumer demand and groups like IIHS by tying safety ratings to vehicles equipped with these systems,” Silver explains. “ADAS affects common, popular cars today, not just high-end luxury models like in the past. Careful attention needs to be paid during the estimating and repair procedure to ensure these systems are identified and addressed properly during the repair.”

During the last session (“The Hidden Dangers of Vehicle Technology, Improper Repair Methodology and Your Liabilities”), the panelists will discuss the effects on shops’ liability and safety when they fail to implement the procedures examined in session two.

Overall, Schulenburg says nothing can replace being in the room at the Summit, and pre-planning to be there is essential if attendees want to leave with the most information.

“There is so much going on at SEMA and so many things to get involved in, and it’s so easy to get distracted and miss [the Summit] with other captivating events. You can read about it in trade publications, but you can’t replace being there and being part of the conversation.”

Schulenburg also urges attendees to purchase a Full Series Pass, as this allows participants to get the most information possible out of their SEMA experience, and eliminates the pressure of having to pick and choose classes and events.

“SEMA can be very overwhelming, especially for first-time attendees. Know what you want to accomplish, and go with a purpose.”

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A Party Like No Other

For many SEMA attendees, SCRS’ annual (and now quite legendary) RDE Sky Villa Afterparty is the ideal setting for a fun night out at the end of a very busy week. Held this year on November 2, the private industry event is hosted on the famed 30th floor of the Westgate Hotel.

Once used by the likes of Elvis Presley and Michael Jackson, the spot provides industry members from around the globe an unforgettable setting as they celebrate the conclusion of another fantastic SEMA Show.

“Aside from a super-cool Vegas experience, and the great mystique that comes with being in Elvis’ old apartment, there’s also the convenience factor,” Schulenburg says. There’s no waiting for an Uber or a taxi. You get to have a really fun night in a really special place that holds a remarkable spot in Las Vegas history, and you don’t have to leave. SEMA is a long week; it’s inspiring and exciting and engaging – and it’s a great place to better your business – but it’s long days and a lot of time on your feet. At the end of the week, you want a let your hair down type of event where you can have a social aspect with other attendees. That’s been our hope all along. We want to give a fun closeout of what is a really important week for businesses.”

SCRS Rolls out the Red Carpet

For the first time ever at SEMA, SCRS will be recognizing the extraordinary efforts of some of the industry’s best businesses. The event will include a complimentary breakfast for all attendees and will be held from 7:30-9am on November 1. Industry entities including I-CAR, CIECA, NABC, APN, BodyShop Business and SCRS have all committed to presenting awards at the inaugural ceremony.

“So many people across the country come [to SEMA] to celebrate the industry and celebrate innovation, successes, potential, solutions—all those kinds of things,” Schulenburg shares. “It just made a ton of sense to have an event to recognize standout individuals, actions and companies. We weren’t alone; companies came to us saying they had prestigious awards and wanted to recognize them with a show, and so it made sense to design a home for that. We’re really excited about it, and we think it’ll be a really special event.”

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Make 2017 the Year to Attend SEMA It’s no secret SEMA is the biggest automotive event of the year. With only a few weeks left before the Show hits Vegas, now is the time to make your final arrangements to get there.

“SEMA only keeps getting better,” Schulenburg opines.

“There are two main things I love about it. First is the possibility it creates. We work in a tough industry, and a lot of businesses struggle day in and day out to find solutions. There’s no better way to find solutions than to feel inspired about what you do. If you feel like you need to be recharged or re-engaged about what you do, why you do it or who you do it for, that’s why you go to SEMA. The second thing I love is the people; the connections you can make at SEMA can change your business, and I’ve seen it happen. Go to SEMA!” H&D

A complete list of RDE classes and SCRS-related SEMA events (as well as registration information) is available at scrs.com/rde.

Executive Director’s Thoughts

SEMA is absolutely the place to be! In short, if you don’t get your reservation and plane ticket, you’re losing out! Education, camaraderie and industry get-togethers; there is no excuse for you to miss it.

- Jordan Hendler

Is YOUR Company a Target?

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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138

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

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

www.checkeredflag.com

e-mail: parts@fitzmall.com www.fitzparts.com

Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488

King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398

e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

e-mail: vwwholesale@ourisman.co

38

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

October 2017

e-mail: parts@vwking.com www.vwking.com

Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com

Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com

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Page 1

GENUINE NISSAN PARTS

MAKE ALL THE DIFFERENCE.

Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shopâ&#x20AC;&#x2122;s collision repair needs.

So keep it original, and keep it real with Genuine Nissan Parts.

Contact these Nissan dealers for all your parts needs: Passport Nissan 5000 Auth Way Suitland, MD 20746 Phone: 301-423-6930 Fax: 301-423-2965

Sheehy Nissan of Manassas 9010 Liberia Ave Manassas, VA 20110 Toll Free: 800-969-4778 Local Direct: 703-361-0377 Fax: 703-361-5165 martinfisher@sheehy.com

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

October 2017

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For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers.

Wilkins Subaru 6913 Ritchie Hwy #2, Glen Burnie, MD 21061 410-689-8066 Fax: 410-689-8008 subparts@wilkinsautomotive.com www.wilkinssubaru.com

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October 2017

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

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Shop owner.

Claims negotiator.

Maestro of metal.

CAPA die-hard.

You have to wear a lot of hats to turn a mass of broken metal into a thing of shimmering beauty— all the while working with demanding insurance adjusters and picky vehicle owners.

But Materials Scientist, Micro-Weld Examiner, or Tensile Strength Technician you are not. That’s where we come in.

CAPA created the auto industry’s first crash part testing and certification program over a generation ago to identify high quality replacement parts for everyone whose livelihood depends on quality repairs That’s the hat we wear. Proudly.

TM

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

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KEEP IT GENUINE

INSIST ON GENUINE GM PARTS

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

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

42

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

October 2017

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

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

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Mark Schaech, Jr.

(410) 358-5155 mark@marksbodyshop.com

PRESIDENT’S

MESSAGE WHO PAYS FOR THIS NIGHTMARE? On a daily basis, consumers are sending photos to their insurance companies to process claims and then quickly receiving checks for a fraction of the cost to properly and safely repair their vehicles. We are then asked to disassemble and properly blueprint the vehicle with documentation and photos and send it to a (supposedly) independent review company. After what could be up to 10 days, we will receive paperwork from the review company with as much as a 50 percent shortage as compared to our blueprint. After carrying a lot of administrative costs on the back of our facility, we are no closer to receiving full reimbursement for our repair work.

Why are non-DRP shops being forced to carry the weight of an insurer’s administrative cost?

It would be less of an issue if the carriers were willing to pay an administrative fee and the full cost of repairs, but this process seems to be more of a cost-saving tool for the insurer. It’s hard enough to get an insurance adjuster to see things our way in person, but this disconnect makes it easier for the carrier to say, “I just don’t see it,” and then short the reimbursement.

This is a problem that needs to be addressed – and quickly. I welcome thoughts from our members on this ever-growing issue; please reach out to us with your stories and frustrations. We’re here to listen – and to act. H&D

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

Here is my contribution to the legislative efforts.

P.O. Box 3157 • Mechanicsville, VA 23116

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

______________________________Email:

Donation Amount: Check Enclosed

$50

$100

____________________________________________ $500

Other ________________

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

Name on Card: ______________________________Signature: __________________________________ October 2017

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October 2017

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October 2017

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ADVERTISERS’ INDEX

American Honda Motor Co. ..........IBC AP Media ......................................28

Audi Group....................................45

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

BMW Group ..................................24-25 BMW of Fairfax ............................3

CAPA ............................................41

Chesapeake Automotive Equipment 46 Crashmax Equipment ..................23 Empire Auto Parts ........................46 Estify Transfer ..............................28 Fairfax Hyundai ............................23 Ford Group ..................................45 Future Cure ..................................32 GM Parts Group............................42 Honda Group ................................11

Hyundai Group..............................16 Koons Ford ..................................19 Malloy Hyundai ............................8

Mazda Group ................................29 MINI Group ..................................20 Mitsubishi Group ..........................39 Mopar Group ..................................40

Nissan Group................................39

Nucar ............................................15 O’Donnell Honda ..........................33 Packer Norris Parts ......................17 Polyvance ....................................7

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

PPG ..............................................OBC Safety Regulations........................37 SEMA Show..................................4

Subaru Group ..............................40 Toyota Group ................................9

VW Group ....................................38

Wheel Collision Center ................33

46

October 2017

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