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CONTENTS October 2021
26 COVER STORY
BY JOEL GAUSTEN
CHEER & LEARNING IN LAS VEGAS: REPAIRERS GET READY FOR SEMA The West is calling.
LOCAL NEWS 14 WMABA LOOKS FORE!-WARD TO 2021 GOLF OUTING BY CHASIDY RAE SISK
Gearing up for a great fall day.
NATIONAL NEWS
16 BACK TO LIFE, BACK TO REALITY: COLLISION INDUSTRY RETURNS FOR NORTHEAST 2021 BY CHASIDY RAE SISK AND JOEL GAUSTEN
Knowledge grows in the Garden State.
WMABA FEATURE 20 MAKING SENSE OF “RIGHT TO REPAIR:” A TOOL &
DEPARTMENTS 6 President’s Message 8 Editor’s Message
EQUIPMENT REALITY CHECK – PART 5
The myths, mountains and molehills of information access.
NEWS FROM GRECO PUBLISHING 24 THOMAS GRECO PUBLISHING NAMES
CHASIDY RAE SISK AS MANAGING EDITOR
New value from an industry veteran.
INDUSTRY ADVICE: ASK MIKE 32 HOW DO WE EMPOWER AND EDUCATE OUR
CUSTOMERS BEFORE THERE IS A PROBLEM WITH THEIR INSURER? Making repairs a smoother ride for consumers.
10 Executive Director’s Message 15 WMABA Golf Outing: Save the Date! 23 WMABA Sponsors 34 Advertisers’ Index October 2021
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Let talent shine.
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October 2021
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PRESIDENT’S
Steven Krieps (304) 755-1146 skrieps@live.com
MESSAGE
Paint & Material Rates: “YOUR MARKET ONLY PAYS X.” What does the above sentence even mean? How was X determined, and who decided the amount? Additionally, where’s the supporting documentation or information to back it up? Many questions cross a collision repairer’s minds – my mind - when discussing paint and material rates. To speak from my point of view, here’s what happens for me: First, I know that all estimating systems indicate that although materials are NOT INCLUDED in labor times, they should be considered. Next, I ask whether the materials are required. These seem “no-brainer” so far, right? Then, when refinishing a vehicle, I’d need sandpaper, masking paper, tape, other prepping consumables and paint. Finally, what does it all cost? Hats off to Mike Anderson (and his “Who Pays for What?” surveys) for a logical progression that helps customers and insurers understand why repairers are charging for these items. My opinion, in addition to this, is only the vehicle owner matters! Sure, shops provide information to the insurer with the customer’s authorization, but all shops should focus on the customer first. To me, we MUST complete the required steps, whether the insurer will pay or not. If a shop chose to enter into the DRP agreement, the customer didn’t. The shop is their professional and trusted partner. Since the devil’s in the details, I’ll start by defining “estimate:” (verb) to roughly calculate or judge the value, number, quantity, or extent of; (noun) an approximate calculation or judgment of the value, number, quantity or extent of something. How I read it, an estimate is simply an educated guess. It is not a set price, unless you choose to make it so. When writing an estimate for a consumer, you need a way to accurately account for the not-included materials that are required, but where does that figure come from? Having some idea isn’t the same as knowing whether to provide different estimated material costs when dealing with solid blue or metallic silver paint, as an example. Well, their coverage and their prices vary, so shouldn’t the estimated cost reflect that?
WMABA OFFICERS
PRESIDENT Steve Krieps skrieps@live.com 304-755-1146 VICE PRESIDENT Rodney Bolton rbolton@aacps.org 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
Bill Hawkins (hawkinswilliamjr@gmail.com) 510-915-2283
Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928
John Shoemaker (john.a.shoemaker@basf.com) 248-763-4375
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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October 2021
Repairers often tell me, “I win on some and lose on others, but it all washes out in the end.” Yet, if you “overcharge” a consumer to “win” on their repair, you could potentially be exposing yourself to an infraction of the Consumer Fraud Act – without even realizing it. While conducting estimate reviews for loss disputes under the appraisal clause, I see estimates from West Virginia and the surrounding states daily, yet typical material rates of $32, $34 or $36 per refinish hour have remained stagnant for six or more years. This, even as paint costs have increased in the last 18 months across all paint manufacturers approximately 36 percent. Let’s look at an example of how this impacts your estimate. On a job requiring 14.8 refinishing hours, we’ll use the formula method with a rate of $38 per hour to determine an estimate of $562.40 for paint materials - NO MATTER WHICH COLOR. Yet, we all know that all colors do not cover or cost the same. What happens when we apply real-world data to that same job? Ice silver costs just $344.25, while the price of dark blue steel metallic increases to $538.87. Then, there’s billet silver coming in at a cost of $1,122.73! (Note: These figures were provided as an example by an actual repair facility that utilizes a paint management program provided by the paint manufacturer.) Like any other business, shops must make money. If your shop is losing money on paint and materials, what steps will you take to mitigate that? Many shops turn to cheaper paint systems, causing a loss of warranty for the customer. Now, the consumer drives off with a newer vehicle that’s still under the manufacturer’s warranty, but the SHOP is now liable for the lost finish coverage. Yup, that’s right – the shop owns the finish on every panel touched. If the consumer has a problem, the shop quickly realizes they’re on their own, with no warranty on the materials. So, material charges actually impact the level of customer service you’re providing in your shop. What kind of service will your customer receive? You decide. H&D
STAFF PUBLISHER
Thomas Greco thomas@grecopublishing.com
SALES DIRECTOR
Alicia Figurelli alicia@grecopublishing.com
EDITORIAL DIRECTOR
Joel Gausten joel@grecopublishing.com
EDITORIAL/CREATIVE COORDINATOR
Alana Bonillo alana@grecopublishing.com
MANAGING EDITOR
Chasidy Rae Sisk chasidy@grecopublishing.com
OFFICE MANAGER
Donna Greco donna@grecopublishing.com
PRODUCTION COORDINATOR
Joe Greco .joe@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 © 2021 Thomas Greco Publishing, Inc. Stock Images courtesy of istockphoto.com.
JOIN ! TODAY October 2021
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EDITOR’S
Joel Gausten
MESSAGE
(973) 600-9288 joel@grecopublishing.com
THANK YOU AND GOODBYE After 21 years covering the automotive industry on a full-time basis, I have made the difficult decision to move on from my role as editor of Hammer & Dolly. Way back in 2000, Greco Publishing hired me right out of college, and I was put in charge of running several automotive trade publications. At the time, I was new to the inner workings of the collision repair industry; I couldn’t even change a tire! Thankfully, Tom Greco saw something in me and gave me a shot. Since I was not an industry expert by any means back then, I figured the easiest way to learn about the auto body world was to focus on its people. Every person I encountered had a story to tell, and I soon discovered that the collision repair industry is comprised of dedicated professionals who deeply care about doing the right thing and protecting their customers. It was inspiring to see so many volunteers taking time away from their businesses to improve the profession. Since my return to Greco Publishing in 2007 following a three-year stint in Los Angeles, Hammer & Dolly has regularly put me in contact with some of this industry’s greatest leaders and personalities. Listing them all would fill this magazine, but I want to express my appreciation to a few who made this experience so special to me. Mike Anderson was the first person I ever interviewed for this magazine. Talk about being spoiled right out of the gate! Shortly after that initial conversation with Mike, I looked at Tom Greco and said, “This is going to be great!” Mike has been one of my biggest supporters ever since, and I am a better automotive industry journalist – and a better person – for knowing him and learning from his positive spirit and deep love for all things collision repair. When I first came on board, WMABA members Aaron Schulenburg (now executive director of the Society of Collision
Repair Specialists) and Barry Dorn were instrumental in providing me with a sense of direction in shaping Hammer & Dolly’s voice; their ideas were inspirational, and their enthusiasm for the industry was contagious. They encouraged me to hit the road and cover the national scene at the Collision Industry Conference (CIC) and other key events, and my relationship with them continued as I covered SCRS, the Database Enhancement Gateway (DEG) and other industry endeavors extending beyond (but still greatly impacting) the WMABA community. The level of time and dedication they have devoted to the WMABA region and beyond can never be overstated. A few issues into my run as editor, Jordan Hendler joined the team as the association’s new executive director. For the next 14 years, Jordan and I worked together to develop the content for every issue of Hammer & Dolly. Her commitment to WMABA’s ongoing success is matched only by her kindness. Jordan is more than an industry colleague to many of us; she is also our friend. I’d also like to thank former WMABA Presidents Torchy Chandler, Mark Boudreau, Brad Whiteford and Mark Schaech, Jr. for their contributions to Hammer & Dolly. Special thanks go to fellow Past President Don Beaver, who has written volumes of material for us over the years. I wish current President Steven Krieps (already one of the easiest people I’ve ever worked with) much success moving forward in achieving the association’s goals. I tip my hat to current Board members Bill Hawkins, Rodney Bolton, Kris Burton, Phil Rice and John Shoemaker – all of whom I’ve known for more than a decade – for their time and help at various points during my Hammer & Dolly journey. I also thank original Hammer & Dolly Publisher Sheila Loftus, whose fierce advocacy for repairers set the bar for auto body journalism so many years ago. Naturally, my 21 years in this industry would not have been possible without my second family at Greco Publishing. Throughout this fast-paced job of mine, Tom Greco remained a man of quiet strength and guidance, always inspiring me to shine and grow through his trust, support and peerless generosity. I’m lucky to have built my career with him. I was also fortunate to have such a fantastic co-worker and sounding board in Alicia Figurelli; her natural ability to find a sense of calm and good humor in tough times set a bar for me that I’ll always strive to reach. It was great fun working with former Art Director Lea Velocci for nearly 20 years, and it’s been a joy working with Alana Bonillo, Joe Greco and Donna Greco in more recent times. Lastly, I’d like to thank the members of WMABA for welcoming me into your world and giving me the opportunity to be your voice every month. It has truly been an honor.
H&D
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October 2021
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EXECUTIVE DIRECTOR’S
Time to get back to school.
MESSAGE
THE RETURN TO LEARNING With the tumultuous nature of the world and our industry, it is easy to get comfortable with “pausing” any extras. It’s harder to get around and out to events, but the importance of your education has not changed. To the contrary, it’s only become more critical. All the Kids Are Doing It! If education was only of mild importance, then kids would still be home waiting on the pandemic to cease completely. But there they are, returning to learning – granted, with many additional protocols – and participating in their schooling endeavors. Despite needed safety measures, there is much emphasis placed on how the social and academic pursuits of our young people are a measure of our societal success. If the kids are still learning, then it can’t be that bad. It’s the same for our industry, and can I just say we’re probably falling behind? When we, as association folks, see that repairers are participating in their own academic pursuits, it’s a barometer of our industry’s health and vitality. Even with record sign-ups for the Society of Collision Repair Specialists’ (SCRS) Repairer Driven Education (RDE) series at SEMA, I am seeing locally that our normally forward membership is struggling to keep their commitments to learning. You Just Have to Say Yes! While it is easy to backslide, it’s just as easy to turn that slide upside down! The opportunity most prevalent in this issue is what I just mentioned: SCRS’ RDE. It’s a fantastic place to get a concentrated dose in the arm of the best industry presenters with the highest quality of information. It’s a place to also find and connect with new innovative products or services, see what’s coming down the pike for technologies and meet up with existing vendors to talk strategy. There is no downside. The hardest part of getting out your door is the initial first step of committing to going. Once you’ve decided, just like all other tenacious folks in our industry, you’ll make the ways to get it done. I brag about how our industry is the most innovative and resilient
group of people on this planet. That’s because when we set our minds to overcome an obstacle, the “MacGyver” in everyone comes rolling out. If all you had was bubble gum and a few paper clips, you can make it anywhere. Set those intentions to SEMA; get a ticket and make your plans. You will never regret saying yes to your expansion. Thanks to Joel Gausten As this is the last issue Joel is overseeing after 21 years in our industry with Thomas Greco Publishing, I would be remiss in not saying my own thank you. Joel has that same tenacity I just spoke about. He has embraced and championed all our industry causes, giving them voice and depth – even amplified greater – through his written word. We are all better for him having been with us for so long – and probably at times took for granted he’d always be here. I have enjoyed our back-and-forth discussions about what the readership of this magazine would benefit from. Even if you’ve never met him, something he’s published has certainly affected you. His desire to be both professional and personable, while covering issues that at times are grueling, has left us all with fond sentiment. His time here may conclude, but his work will go on. It’s exciting to welcome Chasidy Rae Sisk into the family of Hammer & Dolly, and I know that Joel’s approach to our editorial will stay strong in our foundation for the future. Thank you, Joel, for all you’ve done behind the scenes to make this industry a far better place than when you found it. We are all deeply grateful for the time we have had together!
Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
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October 2021
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October 2021
LOCAL
NEWS
WMABA LOOKS FORE!-WARD TO 2021 GOLF OUTING
WMABA returns to the golf course green for a delightful day of reconnecting with industry peers during the association’s 2021 Golf Outing, scheduled for October 13 at the Heritage Hunt Golf and Country Club in Gainesville, VA. “We are extremely excited to host WMABA’s first Golf Outing since the pandemic began,” WMABA Executive Director Jordan Hendler shares. “Most of the event will be held outdoors, so we get to have some fun together while enjoying more freedoms than a traditional meeting allows. Everyone is very excited to get back to this longstanding member outing.” WMABA sponsors also delight in the opportunity to gather in person once again for a day of golfing and networking. “I’m very excited to resume face-to-face interaction; business relationships need that personal feeling,” states Stephen Dunton, MidAtlantic Metro regional sales manager for Axalta Coating Systems. “My
sales team is eager to visit with their customers again, and WMABA’s Golf Outing allows us to engage with them in a fun setting of golf and socializing. Axalta believes it’s important to support WMABA’s efforts to provide leadership training and education that helps our business partners improve and succeed.” As a member and sponsor of WMABA since 1998, PPG feels it’s “important to support the collision repair industry and those involved in it,” PPG Automotive Refinish Territory Manager Tom Brown says. “WMABA’s Golf Outing allows everyone in the local industry to see one another in a relaxed atmosphere. Virtual events don’t offer the same atmosphere and excitement as face-to-face group events. I’m looking forward to participating in an in-person event – the interaction between attendees provides so much value!” Pat O’Neill, owner of longtime WMABA Level 1 Sponsor Chesapeake Automotive Equipment, agrees.
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October 2021
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Bringing things outdoors. BY CHASIDY RAE SISK
“WMABA’s annual Golf Outing gives members a chance to relax together outside of their businesses. As a business owner, I like the idea of sponsoring this function and what it supports.” Sherwin-Williams Automotive Finishes also has a long-standing relationship with WMABA as a Level 1 Sponsor. “The annual WMABA Golf Outing is, and has always been, a great opportunity for shop owners, vendors and industry partners to come together in a neutral environment to enjoy some spirited, friendly competition on the course,” explains Brandon Meyer, area sales manager of Maryland, Virginia and Washington, D.C. for Sherwin-Williams Automotive Finishes. “I’m excited about the opportunity to get together for an in-person industry event outdoors. In my opinion, the ability to interact with people – while still socially distanced – at an industry event is far more valuable than virtually attended events, since there are fewer distractions to deal with while interacting face to face.” “For AkzoNobel, WMABA’s Golf Outing aligns with the company’s sustainability strategy, specifically as it relates to people and positive engagement in the communities we operate in,” notes Winston Cover, strategic accounts manager of the US Mid-Atlantic and Northeast States for AkzoNobel. “Virtual events have limitations and are nowhere near as beneficial as in-person interactions. That said, safety is a core value at AkzoNobel, so we appreciate that WMABA has taken all necessary health and safety precautions into consideration.” Additional sponsors, including Hertz, also eagerly anticipate a great day with WMABA members. Funds raised at the 2021 Golf Outing benefit WMABA and the Jerry Dalton Memorial Education Fund, which supports local automotive education programs. “In coming years, WMABA plans to work with specific schools in our area to improve industry relations and job placements for students wanting to enter collision repair fields,” Hendler explains. “We hope to have a successful, well-attended event for our local industry – something that’s both beneficial and FUN!” Register for WMABA’s 2021 Golf Tournament at wmaba.com/events/golfouting. H&D
2021
GOLF OUTING OCTOBER 13, 2021
Shotgun Start @ 2:00pm HERITAGE HUNT GOLF & COUNTRY CLUB 6901 Arthur Hills Dr. Gainesville, VA 20155 www.heritagehunt.net
SIGN UP TODAY! wmaba.com/ events/golf-outing/
October 2021
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NATIONAL
NEWS
BACK TO LIFE, BACK TO REALITY: COLLISION INDUSTRY RETURNS FOR
2021
After almost 18 months of staring at heads boxed in on a technology on today’s vehicles. computer screen, the collision repair industry returned to reality (full “The NORTHEAST Automotive Services Show is the second bodies and all!) at the 44th Annual NORTHEAST Automotive Services biggest trade show around – only SEMA is bigger,” points out longtime Show. Hosted by the Alliance of Automotive Service Providers of New WMABA member Pat O’Neill, owner of Chesapeake Automotive Jersey (AASP/NJ), the three-day event was held September 10-12 Equipment and a Pro Spot distributor. “Now is a great time to be in our at the Meadowlands Exposition Center in Secaucus, NJ, offering industry, and this show offers a chance to explore new products and seven free training seminars, tons of vendors and plenty of networking network with fellow exhibitors and industry peers.” opportunities for all attendees. Simone Mazzon, sales manager at USI of North America, felt “It was great to catch up with those in our repairer community – good meeting customers in person again. even from the WMABA area – at NORTHEAST,” “It’s wonderful to leave the virtual world and WMABA Executive Director Jordan Hendler return to the real one! NORTHEAST is the first shares. “Those who participated in classes and show to return, and it’s building momentum for the touched base with vendor connections were met rest that will follow.” with enthusiastic responses. The information AkzoNobel Marketing Communications shared was so valuable, and one educator Manager Jen Poliski agrees. even said he enjoyed how many people were “AkzoNobel had been looking forward to in class, excited to learn new ways to improve NORTHEAST for a very long time, and we’re their business. It was a refreshing reunion after thrilled to finally be returning to live events. Since so much time apart, and I’m looking forward to this is one of the first in-person shows over the the March 2021 show and the return of our full last year and a half, we entered this weekend with educational slate under our Collision Professional a ton of excitement and anticipation, with proper Repairer Education Program [Collision P.R.E.P.]!” consideration given to all safety precautions. It’s “If there is one thing that was evident great to have our team together again, visiting over the past two years, it’s been the industry’s with our customers on the show floor. We’re ability to adapt as necessary, yet there is no already eagerly looking forward to returning to replacement for in-person interaction with NORTHEAST in March 2022!” your peers,” adds Society of Collision Repair This year’s show offered a moment for Specialists (SCRS) Executive Director Aaron repairers to gather with each other and connect Schulenburg, who traveled from Delaware to with vendors to learn about new products experience the show. “The value that comes designed to make their day-to-day jobs just a bit from committing yourself to sitting in a room easier. and embracing educational material, without “NORTHEAST presents an opportunity to interruptions from the day-to-day, far outweighs engage in open conversations about our industry online alternatives that have filled the void when with key players,” John Shoemaker, WMABA in-person training wasn’t an option. It is refreshing Board member and business development and exciting to see a return to a more normal manager for NORTHEAST Platinum Show industry event.” Sponsor BASF, observes. “The quality of WMABA Executive Director Jordan Hendler, Past President Barry Dorn, SCRS Executive With over 100 exhibitors participating, attendees at this year’s event was above the Director Aaron Schulenburg and Mike NORTHEAST provided an opportunity for industry scale expected; it was apparent that attendees Anderson of Collision Advice were some of professionals to explore the latest tools and were truly interested in being here by the way the WMABA-area repair professionals who equipment to help keep up with all the advancing they asked the right questions to get the answers made the trip to NORTHEAST 2021.
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A tremendous return. BY CHASIDY RAE SISK & JOEL GAUSTEN necessary to help advance their businesses.” Other seminars offered at NORTHEAST In addition to maintaining a presence on 2021 included a special “OEM Workshop” by the show floor, Shoemaker presided over a Gerry Bonanni of Ford and I-CAR’s Pete Fryzel; NORTHEAST seminar, “Productive Refinishing “Collision Repair 2035” with presenter Frank Processes,” during which he offered attendees Terlep (Auto Techcelerators, LLC); “Getting and suggestions on how to ensure better logistics in their Staying Certified – OEM Repair Requirements shops’ paint areas, among other things. and Relationships Intertwined” with Dave Gruskos “Make sure you have all the parts for one RO (Reliable Automotive Equipment); “Your Key to in there first, because you want to able to paint all Success: Optimize Your Labor” with Lee Rush of the parts of that car at the same time. You’re going NORTHEAST General Sponsor Sherwin-Williams; to need them all dry at the same time to put them and “Using Total Losses, Diminished Value, Loss together.” of Use and the Appraisal Clause to Increase Your WMABA mainstay Mike Anderson (Collision Customer Referral Base” with John Walczuk of Advice) also made his return to NORTHEAST, ZB Negotiations and Allen Lipp of Automotive delivering his trademark high-energy teaching Consulting Professionals. John Walczuk (ZB Negotations) presented style to an eager audience. With remote input by After traveling hours to attend this year’s “Using Total Losses, Diminished Value, Loss of Use and the Appraisal Clause to Increase co-presenter Jake Rodenroth, Anderson’s in-person NORTHEAST, WMABA Board member Bill Hawkins Your Customer Referral Base” with Allen Lipp was encouraged to see so much positivity during presentation, “It’s Not Just About DTCs: Overview of Automotive Consulting Professionals to of Calibrations,” explored various perspectives this challenging time in industry history. NORTHEAST 2021 attendees. on scanning, diagnostics and calibrations. The “These types of events need to go on for our discussion took a memorable turn when Anderson industry to move forward. We need to look at this voiced his personal opinion in regard to aftermarket scan tools. period of time as a blip. We can’t allow challenges to stop us from holding “I only endorse OEM scan tools. I have firsthand seen tests done valuable events like NORTHEAST.” H&D using OEM tools versus aftermarket, and I have seen aftermarket scan tools fail.”
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WMABA
FEATURE
MAKING SENSE OF “RIGHT TO REPAIR:”
A TOOL & EQUIPMENT REALITY CHECK – PART 5 Whether you’ve been involved in this industry for decades or mere days, the phrase “Right to Repair” should be nothing new. For years, Right to Repair has been the banner under which various members of the independent mechanical/service and auto body communities have worked to prompt automakers to loosen their grip on repair information and pass it along to non-dealer facilities. The Massachusetts Right to Repair Law of 2013 and the national Memorandum of Understanding (MOU) in 2014 were two major milestones that opened the door to greater access to manufacturerspecific information. But now, nearly a decade after these crucial steps took place, opinions vary on whether Right to Repair has been a success or just another roadblock for independent automotive professionals to overcome. In this latest installment of our Tool & Equipment Reality Check series, we present a host of perspectives on the state of Right to Repair in 2021. Easy Access – at a Price As the owner of a repair facility with numerous OEM certifications, Barry Dorn (Dorn’s Body & Paint; Mechanicsville, VA) depends on his technicians’ ability to access the latest repair information for the vehicles that hit his bays. Thankfully, the OEMs’ willingness to adhere to Right to Repair has helped him reach this goal. “We don’t have any issues with this. It’s like with all things: If you don’t pay it, you don’t get it. I don’t expect them to give me something for free if they charge a franchised dealer for it. Granted, I end up paying more for it, but if you look at all the OEM certifications we have, I don’t have one that limits anything we get.” WMABA President Steven Krieps (Greg Cline Automotive; Winfield, WV) echoes Dorn’s experience: “I have never reached out to an OEM who hasn’t gotten back to me with answers to my questions or vowed to get me those answers and didn’t pull through.” Of course, that doesn’t mean that every shop has sailed so smoothly. In the course of working on this piece, Hammer & Dolly received feedback from repairers in the WMABA region and beyond who were quick to grumble over the escalating costs associated with getting what they need from several OEMs. This expense is on top of the thousands of dollars many shops have already invested in order to reach the training and equipment benchmarks necessary to achieve certification. Josh McFarlin, executive vice president of operations at AirPro Diagnostics, is one industry member who sees both sides of this dilemma. “On one hand, the OEMs are constantly putting exorbitant resources – time and money – into the development of their diagnostic platforms to ensure their vehicles are fixed right the first time and secure from any attempts to hack their safety features, and they are looking for ways to offset these costs by further monetizing
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access to the diagnostic platforms. On the other hand, they are forcing price raises on a product and service that is already under intense downward pricing pressure. This leaves the shops and remote diagnostic providers stuck squarely in the middle.” A Maelstrom in Massachusetts While November 3, 2020 will go down in history for kickstarting perhaps the most surreal and head-scratching events in the history of American politics, that date also ushered in one of the most critical – and contentious – chapters in the Right to Repair saga. In Massachusetts, more than two million people voted in favor of the 2020 Massachusetts Right to Repair Initiative, also known as Question 1. Heavily promoted to consumers by the Massachusetts Right to Repair Coalition (a group comprised of various independent mechanical, service and collision repair businesses as well as LKQ and the Automotive Recyclers Association, among others), the ballot question was created to revise the state’s Right to Repair Law through the following provision: Commencing in model year 2022 and thereafter, a manufacturer of motor vehicles sold in the Commonwealth, including heavy-duty vehicles having a gross vehicle weight rating of more than 14,000 pounds, that utilizes a telematics system shall be required to equip such vehicles with an inter-operable, standardized and open access platform across all of the manufacturer’s makes and models. Such platform shall be capable of securely communicating all mechanical data emanating directly from the motor vehicle via direct data connection to the platform. Such platform shall be directly accessible by the owner of the vehicle through a mobile-based application and, upon the authorization of the vehicle owner, all mechanical data shall be directly accessible by an independent repair facility or a class 1 dealer licensed pursuant to section 58 of chapter 140 limited to the time to complete the repair or for a period of time agreed to by the vehicle owner for the purposes of maintaining, diagnosing and repairing the motor vehicle. Access shall include the ability to send commands to in-vehicle components if needed for purposes of maintenance, diagnostics and repair.
Additionally, the ballot measure prevents manufacturers from requiring authorization before owners or repair facilities could access mechanical data stored in a motor vehicle’s onboard diagnostic system except through an authorization process standardized across all makes and models and administered by an entity unaffiliated with the manufacturer. [Emphasis added.] Perhaps unsurprisingly, automakers didn’t take too kindly to these sudden changes. On November 20, the Alliance for Automotive Innovation – a group founded in 2020 through a merger between the Association of Global Automakers and the Auto Alliance – filed a federal lawsuit against Massachusetts Attorney General Maura Healey to prevent the revised provisions from moving forward.
In its lawsuit, the Alliance for Automotive Innovation (which represents “the manufacturers producing nearly 99 percent of cars and light trucks sold in the US,” according to its website), states that “[t]he extraordinary changes required by the law, combined with the standard industry lead time necessary to develop future model year vehicles, means that most members will be incurring substantial costs immediately in an attempt to comply with the law. And if an automaker cannot research, develop and implement the open-access, bi-directional platform required by the [ballot measure], then it could be subject to significant penalties for its vehicles sold in Massachusetts, whether directly through dealers or in the aftermarket.” In testimony given before the Massachusetts Joint Committee on Consumer Protection and Professional Licensure on January 13, 2020 (months before the November vote and subsequent lawsuit), Alliance for Automotive Innovation Senior Director of State Affairs Wayne Weikel offered perspectives on why his group opposed the proposed revisions to the Right to Repair Law: “As a result of the Right to Repair Law passed in 2013, independent repair shops have access to all information necessary to diagnose and repair a vehicle and will continue to do so in the future. The existing law guarantees consuWmers will continue to have a choice of where they want to get their vehicle serviced. The proposals before you today have nothing to do with who has the information needed to appropriately service a car; rather, it is about how many companies and people have remote access to a consumer’s driving habits, patterns and location in real time. “This has the potential to allow a host of interested parties a way to acquire personal information about a driver without that driver’s expressed permission, such as insurers, banking and lending institutions, government agencies and employers,” he added. “By not establishing baseline protections to safeguard consumer data, this ballot question would unnecessarily expose vehicle owners to a range of privacy threats. While the lack of appropriate cybersecurity protections around the transmission and storage of a consumer’s driving habits, patterns and location in real-time is disturbing, the hole this ballot question carves in a vehicle’s onboard cybersecurity protocols is inexcusable. As drafted, the ballot question seeks to open vehicle systems to remote, bi-directional, real-time access from any number of third parties directly to a vehicle’s computer system as the automobile travels down the roadway.” Although proponents of the ballot question have stressed that greater access is needed to properly address today’s telematics, the Alliance and others have pointed to Chapter 93K Section 2(f) of the Massachusetts General Laws to illustrate that such concerns were already addressed years ago: With the exception of telematics diagnostic and repair information that is provided to dealers, necessary to diagnose and repair a customer’s vehicle and not otherwise available to an independent repair facility via the tools specified in paragraph (1) of subsection (c) and paragraph (1) of subsection (d), nothing in this chapter shall apply to telematics services or any other remote or information service, diagnostic or otherwise, delivered to or derived from a motor vehicle by mobile communications; provided, however, that nothing in this chapter shall be construed to abrogate a telematics services contract or other contract that exists between a manufacturer or service
The right info matters. BY JOEL GAUSTEN provider, an owner or a dealer. For the purposes of this chapter, telematics services shall include, but not be limited to, automatic airbag deployment and crash notification, remote diagnostics, navigation, stolen vehicle location, remote door unlock, transmitting emergency and vehicle location information to public safety answering points and any other service integrating vehicle location technology and wireless communications. Nothing in this chapter shall require a manufacturer or a dealer to disclose to any person the identity of existing customers or customer lists.
One very interesting aspect of the current push for Right to Repair is that it is one of the few instances where collision repair entities and the likes of LKQ and the Automotive Recyclers Association (ARA) have publicly aligned on a given issue. This fact is not lost on Society of Collision Repair Specialists (SCRS) Executive Director Aaron Schulenburg. “We believe that independent collision repairers deserve the right to repair vehicles and access the tools, information, equipment and training,” he says. “It makes total sense for the independent collision repair marketplace; however, I think there are some elements of the newer version of Right to Repair that aren’t necessarily as they appear on their face. I think there’s a lot of encouragement for collision repairers to support the recent language based on the portrayal that things might not already exist when they actually do. The collision repair industry needs to look at the reasons why various entities – which traditionally don’t share similar viewpoints to the collision repair industry – are supporting this. I think that’s important for the industry to ask.” When considering what some in the inter-industry could stand to gain from a revised Right to Repair law, it is not unreasonable to speculate that an interest in developing aftermarket sensors or grasping that all-important First Notice of Loss (FNOL) may be at play. In Dorn’s mind, some of the players may also be involved in an attempt to ensure a smoother vehicle resale market – and that’s a major concern in the era of ADAS. As he says, “Reselling a used fender is different than reselling a bunch of ADAS equipment that could change at a moment’s notice, and the liability for using those things always rests with the repairer.” A Way in for Weekend Warriors? Naturally, Right to Repair operates under the assumption that OEM repair information will be accessed and utilized by trained automotive service/repair professionals. But if the goal is also to ensure that consumers have the right to all the information related to the automobiles they purchase, doesn’t that also mean they could theoretically receive what they need to perform repairs themselves? Giving the consumer the “right to repair” their cell phone is one thing; giving them the impression that they suddenly have the power to work on a high-end car in their garage is an entirely different matter. “One thing that many people are missing the boat on is how dangerous this could be, especially with the extensive use of technology in vehicles,” Krieps says. “There are dangers that consumers would CONTINUED ON PG. 30
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NAMES CHASIDY RAE SISK AS MANAGING EDITOR Thomas Greco Publishing Inc. (TGP) is proud to announce that Chasidy Rae Sisk has joined its publishing team in the role of managing editor. Sisk brings nearly 15 years of professional writing and editing experience to her new position. For the past decade, she has written almost exclusively for the automotive and collision repair industries, producing content and materials for various magazines, organizations, websites and trade associations. Sisk’s articles have been printed in multiple industry publications, including BodyShop Business, AutoInc., Fixed Ops Magazine and Autobody News. “We are absolutely thrilled to have Chasidy coming on board,” TGP President Thomas Greco says. “She is one of only a handful of people who have the talent, experience and knowledge of writing and managing collision repair trade publications. We feel we have set a high standard over the last three decades, and we are certain Chasidy will help us maintain that.”
As managing editor, Sisk will assist in overseeing editorial operations for the production of the monthly print and digital magazines. She will manage the team of reporters and coordinate with the sales and marketing teams at TGP. Sisk possesses a B.A. in English from the University of Delaware. She is also an active member of the Women’s Industry Network (WIN). Sisk is “excited to continue learning about and writing for this exciting industry. I fell in love with writing about automotive and collision during my first interview in 2011, and I’m looking forward to seeing everybody in person at upcoming events. I’m honored to have the opportunity to join the TGP family.” H&D
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After the trials and tribulations of the past several months, the collision repair industry desperately needs to find an in-person avenue to achieve two increasingly important goals: Learn everything possible about evolving technologies and business practices – and finally let loose in a fun environment again! In a few short weeks, repairers from across the country have an opportunity to do exactly that at the 2021 SEMA Show, which returns to a live setting November 1-5 at the Las Vegas Convention Center. Considering the industrywide desire to finally get back to hosting and attending face-toface events, it’s no surprise that the Society of Collision Repair Specialists (SCRS) has already received a tremendous response to its upcoming Repairer Driven Education (RDE) series at the Show. “We’ve taken note of the high enthusiasm the industry is showing us through pre-registrations,” SCRS Executive Director Aaron Schulenburg says. “Our numbers continue to trend beyond what our year-to-date registration looked like in 2019, which was our best SEMA Show ever in terms of attendance.” Naturally, this year’s RDE series will provide attendees with direction and perspectives on how they can better navigate their businesses in the age of COVID-19. During “The Ebb and Flow of a New
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Normal,” WMABA Board member John Shoemaker joins fellow BASF representatives Jane Niemi and Jeff Wildman in outlining and exploring how a host of dramatic developments (the pandemic, the rise of electric vehicles and the growing emphasis on OEM certification problems – to name but a few) have impacted today’s auto body industry. They will illustrate what changes have occurred, why they came about, which ones shops can live with and how repair businesses can employ sustainable steps to prosper amidst these evolutions. As discussed in recent issues of Hammer & Dolly, the Right of Appraisal (also known as the Appraisal Clause) has grown in prominence as a method for consumers to address disputes with their insurers during the repair process. During his RDE presentation, “Complete Understanding of the Right of Appraisal,” Texas-based public insurance adjuster and certified vehicle value expert Robert L. McDorman (Auto Claim Specialists) will provide an extensive overview of how this critical tool could be used to assist shops and the vehicle owners they serve. “The spirit of the Appraisal Clause is to resolve loss disputes fairly and to do so in a timely and cost-effective manner,” McDorman says. “The invoking of the Appraisal Clause by the insured removes the inexperienced and biased carrier appraisers and claims handlers from
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the process, undermining their management’s many tricks to undervalue the loss settlement and under-indemnify the insured. Through the Appraisal Clause, loss disputes can be resolved relatively quickly, economically, equitably and amicably by unbiased, experienced and independent third-party appraisers, as opposed to more costly and time-consuming methods, such as mediation, arbitration, and litigation.” Another highlight of the upcoming 2021 SEMA Show is the return of SCRS’ OEM Collision Repair Technology Summit, an all-day series of special panel discussions featuring experts in automotive innovation and design. This year’s Summit will feature individual sessions devoted to electric vehicles (EVs), vehicle research/trends and ADAS/safety. “We have a number of returning automakers, as well as ones that have never participated in the Summit in the past that will bring in fresh perspectives,” Schulenburg shares. Attendees are certain to enjoy the RDE series’ conclusion: the IDEAS Collide Showcase, which offers 10 thoughtprovoking, TED Talk-style presentations by professionals in and out of the collision repair world. Ever wonder how Donald Trump, Warren Buffett and Jeff Bezos pay little to no tax? Want to discover the tax strategies they use to permanently eliminate their income tax? If so, then “Trump’s Tax Strategies for Body Shops” by the Mewes Group CFO Brad Mewes may be just what your bank account ordered. During this special IDEAS Collide talk, he will discuss strategies that could help attendees reduce their tax bills by $30,000 every year! Closer to home in terms of direct industry issues, veteran diagnostics expert Jake Rodenroth will present “Telematics: The Collision Repair Gamechanger,” a fast-paced IDEAS Collide chat that is sure to offer fresh points of view on the dramatic impacts that First Notice of Loss (FNOL) and consumer access to vehicles are having on the traditional collision repair experience. Another intriguing trend, Artificial Intelligence (AI), will
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WMABA FEATURE
COVER STORY
CONTINUED FROM PG. 21
CONTINUED FROM PG. 27
be facing if they try to repair their own cars. I can only imagine what it will be like the first time somebody tries to work on their electric vehicle. Under Right to Repair, it seems they would basically have the right to hurt themselves.” While this may be true, McFarlin suspects that OEM repair information will largely remain where it belongs. “I do think there’s a risk of consumers trying to repair cars themselves, but I also don’t think it’s going to be a widespread issue. Generally speaking, the people who are going to seek out that information and do something with it will be better positioned to interpret that information and use it appropriately.” With the cost of information increasing and a major court case about to reach the finish line, Right to Repair will likely remain in the industry spotlight for the foreseeable future. Expect to read much more on this deeply nuanced topic in this magazine in the months to come. Look for Part Six of this story in an upcoming issue of Hammer & Dolly. H&D
be addressed in a special talk by Pete Tagliapietra of NuGen IT. Additional IDEAS Collide speakers announced at press time included Danny Gredinberg (Database Enhancement Gateway), Todd Korpi (3M), Brandon Laur (CCi Global Technologies) and Michael LoPrete (Plastfix Industries). Of course, SEMA is held in Las Vegas, which means there’s plenty of fun to be had during your stay. The Show’s premiere collision industry networking event, the RDE Afterparty, affords guests a wellearned opportunity to let their hair down and enjoy an evening with friends in one of the city’s most opulent settings – the Sky Villas at the Westgate Las Vegas Resort & Casino. Due to limited ticket availability, early registration is encouraged. Despite the hardships of COVID-19, nothing can keep this industry down! And now, it’s time to celebrate your survival, reinvigorate your business goals and prepare for the year ahead by attending SEMA! For RDE registration information and a complete list of collision repairrelated events, visit scrs.com/rde. H&D
Executive Director’s Thoughts
Executive Director’s Thoughts
Access to OEM information is a pillar for repairers who strive to fix vehicles properly and safely. Having access is as important as having a technician to them. What I struggle the most with is when I talk to repairers fixing vehicles, I know there are many onboard safety systems or diagnostic requirements – as well as information necessary to repair structural components – that the person on the other end has made zero effort to understand. Sadly, this is the case with more shops than not. - Jordan Hendler
The importance of gaining industry knowledge, shared wisdom and education has not changed one bit since the beginning of the pandemic. In fact, it has only increased with the bar being lowered on claims personnel across the board. It’s harder to get around, but it’s just as necessary today as ever. Going to SEMA isn’t just “fun;” it’s crucial to the connections a repairer needs to continually innovate and grow. If you’ve found yourself in a stagnant place, then yes, I’m talking to you! Get your tickets! - Jordan Hendler
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INDUSTRY
ADVICE
ASK MIKE:
How Do We Empower & Educate Our Customers before There’s a Problem with Their Insurer? This month, we “ASK MIKE” to share his thoughts on how shops can better educate consumers on proper repair procedures before a problem arises with their insurer. 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 subsequent issue. Hammer & Dolly: There are many issues that could come up between a body shop and an insurer during the repair process. Disputes over parts usage, proper procedures and payments immediately come to mind. How can shops educate and empower consumers before a repair so they know what to expect and will be less frustrated or angry if problems arise? Mike Anderson: First off, I’d like to start by quoting Ryan Taylor from Bodyshop Booster: ‘People are more afraid of making a wrong decision than they are of spending money.’ When a customer first contacts us, whether it’s via phone or in person, it’s important to establish that we’re the right choice to fix their vehicle. We must gain their trust. In addition, we also need to understand that when it comes to dealing with customers, competence leads to confidence. By using credible sources to show that we’re competent, we build confidence with the vehicle owner. Think of it as a triangle that represents time. Most people spend very little time with the customer at the beginning, and that triangle gets wider at the bottom. We need to spend more time with the vehicle owner, proving that we are a competent and trusted source to fix their vehicle. There are several ways to do that. Obviously, online reviews matter. Today’s customers have a ‘trust and verify’ mentality. In the past, many customers took a dealership’s or insurance company’s recommendation at face value. That actually hurt shops that were
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not DRPs. Even if today’s customers receive that recommendation, they still go online and do their homework. So, you need to position yourself with good online reviews. When that customer first reaches out to us, we need to educate them on our competence and credibility. For example, if you’re a certified shop, you may say, ‘Hey, Mrs. Jones, I’m sorry that you wrecked your Nissan, but the good news is we’re one of only 32 shops out of 600 in this state that have met the training and equipment standards to be Nissan-certified, meaning we have advanced training on fixing your car.’ The key words are ‘advanced training,’ because that separates you from everyone else and makes you special. When the customers came on-site to drop off their vehicle or to get an estimate during my days as a shop owner, I liked to ask for their permission to get their owner’s manual from their car; then, I would review that owner’s manual with them and point things out. For example, I’d tell them what their owner’s manual said about seatbelts or seat calibrations. Doing that helped to establish that I was credible. If you do that and then call them down the road to tell them that the insurance company won’t pay for X, Y, or Z, it’s not as much of a shock to them because you’ve already established that you’re very knowledgeable about their vehicle. I don’t think that you should tell them over the phone that they’re going to have to pay out of pocket, because that’s going to scare them off. You need to get them through the door so you have a chance to prove your competence to them. That way, if at some point you do need to tell them that they need to pay for something out of pocket, you’ve already sold them on why you’re worth it and why you can be trusted. H&D: To be honest, I sometimes see consumer-facing messaging that some shops have on their Facebook pages and elsewhere that would turn me off if I were unfamiliar with this industry. For example, I’ve seen some shops essentially say, ‘Your insurance company is going to rip you off, and
Consumer awareness and protection. this is how we’re going to help you.’ Reading that would make me want to go to another shop; it would make me feel like I’d be gearing up for a fight when all I want to do is get my vehicle repaired. The shop’s heart may be in the right place, but stuff like that could end up doing more harm than good to their image. MA: I don’t think it’s smart to badmouth an insurance company. We get upset when they do that to us, right? Instead, we need to use factual documentation to educate consumers. For example, if you come in with your Toyota, I can show that you need to get your seatbelts inspected, and then I’ll explain that we have the training and the access to the procedures to do that. If the insurer denies it, I’ve already educated the consumer about why it’s important for it to be done – especially if it’s in regard to safety, so we now have the consumer asking the insurer for that inspection. I think we need to build more presentations and point-of-sale materials that we can use to educate the consumer on why these processes are vital. H&D: COVID-19 has obviously presented some barriers to this, but community outreach is another good way to educate consumers before problems arise. MA: Marketing is making sure people know who you are before they even drop off their car. When I had my shops, we offered Open Houses for car clubs, which was an opportunity to educate the members of these clubs as to what they should be looking for when selecting a collision repair facility. We showed them the difference between an OEM part and an aftermarket part. When we would ask if anyone had been in an accident, somebody would inevitably raise their hand. We’d hook up a factory scan tool to their car and find things wrong with it, explaining ‘This is why certain things need to be done.’ We’d also offer our services if they ever needed a guest speaker at one of their car club events. There’s a great website, motionu.com, that shows you all of the different car clubs and car club events across the country. You can search by zip code, and there are hundreds – if not thousands – of leads to help you find car enthusiasts to educate so they become advocates for you and your business.
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
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