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Aftermarket Parts Fail the Test
Recommended RDE Courses A View from Vegas
www.wmaba.com
November 2018 Volume 12, No. 11 $5.95
www.grecopublishing.com
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THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: BMW of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 mybmwofannapolis.com
Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com
BMW of Alexandria 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com
Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 northwestbmw.com
BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com
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Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com
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CONTENTS Are you here? Come join us!
November 2018
CIC – Tuesday, October 30 at the Renaissance Hotel from 8am-5pm, followed by a reception at the Westgate Las Vegas from 6:30pm-9pm The Collision Industry Conference (CIC) is a forum for participants from all segments of the collision repair industry to discuss issues pertinent among them. CIC facilitates camaraderie within the industry, allowing members to explore ideas, enhance understanding and communicate potential solutions. (For more info: ciclink.com) SCRS’ OEM Collision Repair Technology Summit – Thursday, November 1 at Upper North Hall N241 (upstairs) at the Las Vegas Convention Center from 9am-5pm The OEM Collision Repair Technology Summit is designed to put SEMA Show attendees in a room with innovators in automotive structural design and technology. Sessions include “The Rules – and Challenges – of Structural Repair on Modern Architecture,” “The Evolution of OEM Networks and Expectations” and “The Future Impact of Telematics, Technology, Transportation and the Collision Industry.” (For more info: scrs.com/rde) The IDEAS Collide Showcase – Friday, November 2 at Upper North Hall N241 (upstairs) at the Las Vegas Convention Center from 10am-12pm The IDEAS Collide Showcase will feature 10 fast-paced presentations designed to stimulate thought, innovation and resolution of business challenges with brash, outspoken and thought-provoking concepts from thought leaders both in and out of the industry. Audience members will be intrigued by individuals and companies with an eye on the future and willing to take center stage with innovative ideas, business models and concepts that have the potential to revolutionize the future of the collision repair industry. (For more info: scrs.com/rde)
SCRS’ Repairer Driven Education (RDE) October 29 - November 2 (for more information see page 22)
LOCAL NEWS 12 BUILDING A STRONGER INDUSTRY:
ADVERTISERS’ INDEX
REFLECTIONS ON 50 YEARS OF WMABA – PART ONE
AJK Industries . . . . . . . . . . . . . . . . .46
Five decades of dedication.
AkzoNobel . . . . . . . . . . . . . . . . . . . .11, 23 ATI . . . . . . . . . . . . . . . . . . . . . . . . . . .46 Audi Group . . . . . . . . . . . . . . . . . . . .39
18 SHOPS RATE INSURERS:
Axalta Coating Systems . . . . . . . . . .IFC
A SERVICE TO REPAIRERS & CUSTOMERS
BASF . . . . . . . . . . . . . . . . . . . . . . . .31
Real feedback on auto carriers. BY JORDAN HENDLER
Blue Ridge Color Company . . . . . . .29 BMW Group . . . . . . . . . . . . . . . . . . .4
NATIONAL NEWS
Chesapeake Automotive Equipment 17 Crashmax Equipment . . . . . . . . . . . .25
26 OEM PARTS OBLITERATE AFTERMARKET
Dominion Sure Seal . . . . . . . . . . . . .42
IN LATEST TODD TRACY CRASH TEST
Empire Auto Parts . . . . . . . . . . . . . .17
Judgment Day in Texas. BY JOEL GAUSTEN
Fairfax Hyundai . . . . . . . . . . . . . . . .46 Ford Group . . . . . . . . . . . . . . . . . . . .46
SEMA PREVIEW
GM Parts Group . . . . . . . . . . . . . . . .27 Goliath Carts . . . . . . . . . . . . . . . . . . .41
22 INSIDE SEMA: FIVE CAN’T-MISS
Honda Group . . . . . . . . . . . . . . . . . .19
REPAIRER DRIVEN EDUCATION (RDE) PICKS
Hyundai Group . . . . . . . . . . . . . . . . .16
A preview of crucial industry information.
Jerry’s Ford . . . . . . . . . . . . . . . . . . . .45 Koons Ford . . . . . . . . . . . . . . . . . . . .25 Malloy Hyundai . . . . . . . . . . . . . . . . .3 Mazda Group . . . . . . . . . . . . . . . . . .34 MINI Group . . . . . . . . . . . . . . . . . . . .21 Mitsubishi Group . . . . . . . . . . . . . . . .35 Mopar Group . . . . . . . . . . . . . . . . . .20 Nissan Group . . . . . . . . . . . . . . . . . .20
INDUSTRY UPDATE
Nucar . . . . . . . . . . . . . . . . . . . . . . . .7
28 BLUE RIDGE COLOR 32 TECHNICAL NEEDS, COMPANY, INC. PAINTS THE OEM SOLUTIONS: BLUEPRINT TO SUCCESS INSIDE RELIABLE A vendor that goes above and AUTOMOTIVE EQUIPMENT beyond.
A look at a national technology leader.
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JOEL GAUSTEN
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Executive Director’s Message JORDAN HENDLER
Polyvance . . . . . . . . . . . . . . . . . . . . .42
Preventing unnecessary hassles at your facility. BY TED WILLIAMS,
Porsche Group . . . . . . . . . . . . . . . . .30
SHERWIN-WILLIAMS AUTOMOTIVE FINISHES
Reliable Automotive Equipment . . . .33
PPG . . . . . . . . . . . . . . . . . . . . . . . . .OBC
Subaru Group . . . . . . . . . . . . . . . . . .35
Calendar of Events Editor’s Message
O’Donnell Honda . . . . . . . . . . . . . . .43 Packer Norris Parts . . . . . . . . . . . . .IBC
Sherwin-Williams . . . . . . . . . . . . . . .37
DEPARTMENTS 6
36 DOWNTIME: UNDERSTANDING WASTES IN COLLISION PRODUCTION
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WMABA Member Spotlight
WMABA Membership Application
What’s WMABA Up To?
40 44
Industry Advice: Ask Mike Anderson WMABA Sponsorship Page
Toyota Group . . . . . . . . . . . . . . . . . .24 VW Group . . . . . . . . . . . . . . . . . . . . .9 Wheel Collision Center . . . . . . . . . . .43 Stock Images © www.istockphoto.com
November 2018
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Industry training opportunities and don't-miss events.
CALENDAR OF
WMABA 50th Anniversary Event
EVENTS CLASS LISTINGS
November 1, 2018 MEASURING Auto Parts Plus, Baltimore, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Tidewater Community College, Chesapeake, VA
November 6, 2018 STRUCTURAL STRAIGHTENING STEEL LKQ-Keystone, Halethorpe, MD FULL-FRAME PARTIAL REPLACEMENT Manheim Harrisonburg Auto Auction, Harrisonburg, VA STRUCTURAL STRAIGHTENING STEEL Tidewater Community College, Chesapeake, VA
November 7, 2018 PLASTIC & COMPOSITE REPAIR North Point High School, Waldorf, MD STEERING & SUSPENSION DAMAGE ANALYSIS Alexandria Training Center, Alexandria, VA AUTOMOTIVE FOAMS FinishMaster, Springfield, VA
November 8, 2018 AUTOMOTIVE FOAMS Gaithersburg High School, Gaithersburg, MD SQUEEZE-TYPE RESISTANCE SPOT WELDING FinishMaster, Fredericksburg, VA
November 10, 2018 CORROSION PROTECTION Fairfield Inn & Suites, Easton, MD HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Fairfield Inn & Suites, Easton, MD 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE FinishMaster, Springfield, VA
November 13, 2018 UNDERSTANDING THE CYCLE TIME PROCESS Tidewater Community College, Chesapeake, VA WHEEL ALIGNMENT & DIAGNOSTIC ANGLES FinishMaster, Springfield, VA SQUEEZE-TYPE RESISTANCE SPOT WELDING Manheim Harrisonburg Auto Auction, Harrisonburg, VA November 14, 2018 HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISHING SAFETY North Point High School, Waldorf, MD
November 15, 2018 PLASTIC & COMPOSITE REPAIR Auto Parts Plus, Baltimore, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Gaithersburg High School, Gaithersburg, MD HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Frederick Co. Career & Tech, Frederick, MD SECTIONING OF STEEL UNITIZED STRUCTURES Tidewater Community College, Chesapeake, VA
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November 2018
December 13, 2018
For upcoming information
visit wmaba.com October 29-November 2, 201 SCRS Repairer Driven Edu 8 cation at SEMA 2018 Las Vegas Convention Cen ter, For more info, visit scrs.com Las Vegas, NV /rde
October 30, 2018 Collision Industry Confere nce Renaissance Hotel, Las Veg For more info, visit ciclink. as, NV com
HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY FinishMaster, Springfield, VA
November 20, 2018 STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Fairfield Inn & Suites, Easton, MD STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Tidewater Community College, Chesapeake, VA
November 27, 2018 FULL-FRAME PARTIAL REPLACEMENT LKQ-Keystone, Halethorpe, MD STEERING & SUSPENSION DAMAGE ANALYSIS Tidewater Community College, Chesapeake, VA
November 28, 2018 CORROSION PROTECTION Enterprise Holdings, Linthicum, MD ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Alexandria Training Center, Alexandria, VA PLASTIC & COMPOSITE REPAIR FinishMaster, Springfield, VA
November 29, 2018 SECTIONING OF STEEL UNITIZED STRUCTURES Gaithersburg High School, Gaithersburg, MD 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE RMS Pro Finishes, Charleston, WV
December 4, 2018 STEERING & SUSPENSION DAMAGE ANALYSIS LKQ-Keystone, Halethorpe, MD FORD F-150 STRUCTURAL REPAIR TRAINING COURSE FinishMaster, Fredericksburg, VA MEASURING Tidewater Community College, Chesapeake, VA
December 5, 2018 STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR North Point High School, Waldorf, MD
December 6, 2018 ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Gaithersburg High School, Gaithersburg, MD AUTOMOTIVE FOAMS Auto Parts Plus, Baltimore, MD
SQUEEZE-TYPE RESISTANCE SPOT WELDING Tidewater Community College, Chesapeake, VA
December 8, 2018 UNDERSTANDING THE CYCLE TIME PROCESS Fairfield Inn & Suites, Easton, MD
December 11, 2018 ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Tidewater Community College, Chesapeake, VA December 12, 2018 AUTOMOTIVE FOAMS North Point High School, Waldorf, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES FinishMaster, Springfield, VA
December 13, 2018 HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Gaithersburg High School, Gaithersburg, MD FULL-FRAME PARTIAL REPLACEMENT Alexandria Training Center, Alexandria, VA ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS RMS Pro Finishes, Charleston, WV UNDERSTANDING THE CYCLE TIME PROCESS RMS Pro Finishes, Charleston, WV
December 18, 2018 ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS LKQ-Keystone, Halethorpe, MD
December 19, 2018 WHEEL ALIGNMENT & DIAGNOSTIC ANGLES North Point High School, Waldorf, MD WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Tidewater Community College, Chesapeake, VA SQUEEZE-TYPE RESISTANCE SPOT WELDING FinishMaster, Springfield, VA
December 20, 2018 CORROSION PROTECTION Gaithersburg High School, Gaithersburg, MD PLASTIC & COMPOSITE REPAIR Frederick Co. Career & Tech, Frederick, MD
www.i-car.com or (800) 422-7872 for info
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Joel Gausten
EDITOR’S
(973) 600-9288 joel@grecopublishing.com
MESSAGE WHAT HAPPENS IN VEGAS... ENLIGHTENS THE INDUSTRY
The November issue of Hammer & Dolly is always a special event for us, as this is the month we’re distributed at the SEMA Show in Las Vegas in addition to being delivered to industry professionals throughout Maryland, Virginia, West Virginia and DC. We are honored to again be a part of one of the most memorable, informative and meaningful industry events around. If you are reading this magazine for the first time, Hammer & Dolly is the official publication of the Washington Metropolitan Auto Body Association (WMABA), a group that represents collision repairers, vendors and other automotive-related parties in the areas mentioned above. WMABA works to strengthen the success of the industry through legislation, consumer advocacy, vocational school assistance, management/technical training and more. Next month, WMABA will host a special event in Alexandria, VA in celebration of its 50th anniversary. Fifty years is an impressive WMABA OFFICERS PRESIDENT
VICE PRESIDENT
TREASURER
SECRETARY
IMMEDIATE PAST PRESIDENT
Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins whawkins@mybmwannapolis.com 410-349-2578 Barbara Chase barbara@siskautobody.com 301-855-5525 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. markschaech@gmail.com 410-358-5155
BOARD OF DIRECTORS
Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928
ADMINISTRATION
Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200
EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116
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amount of time for any volunteer industry-related entity to last, and WMABA remains one of the strongest and most active auto body associations in American history. More information on WMABA is available at wmaba.com. If you’re checking out this month’s Hammer & Dolly at your home or business in the WMABA region, you’re about to read some exciting news. In addition to details on the upcoming 50th anniversary event, this issue includes information on a new member survey that will ask you to rate various insurance companies. I encourage you to go to page 18 to read all about this special undertaking. Elsewhere in this issue, you’ll read about Texas attorney Todd Tracy’s latest vehicle crash test and what it could mean for the parts industry moving forward. As always, I encourage everyone reading this to reach out to me with news, questions, concerns or thoughts on our content and direction. I look forward to hearing from you! H&D
November 2018
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
Alana Bonillo alana@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 © 2018 Thomas Greco Publishing, Inc.
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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138
Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
e-mail: parts@alexandriavw.com
e-mail: parts@fitzmall.com www.fitzparts.com
Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081
King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398 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
Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488
www.fitzmall.com
e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com
Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589 e-mail: vwwholesale@ourisman.co
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EXECUTIVE DIRECTOR’S
MESSAGE
Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
INSTRUCTORS HAVE THE HARDEST JOB
However difficult we know it is to run a profitable collision shop, I feel the equally hard job of teaching young men and women to enter our industry gets even less attention. They are the tireless – and grossly underpaid – folks who want to produce the people our industry wants, and they contend with little to no support and a bureaucracy that is usually counterproductive to their efforts. I recently visited the SkillsUSA Virginia mini-competition held at the Virginia State Fair alongside industry-destined students in collision repair, carpentry, mechanical, masonry, culinary and other fields. The coverage of the competition itself will be in the next issue, and I could not be more thrilled for the students who found victory under pressure on a pretty hot day under a tent.
There were numerous teams and instructors from all over Virginia, and they were happy to have WMABA present for the event. “These kids don’t get much attention” was something I heard several times. They gladly provided their contact information in exchange for a promise that we would get better connected and provide support where we can. I was internally disappointed there was not a single shop there. The students’ skills were, on the other hand, very present! Many of the kids were shy on their PPE knowledge, which got several dinged without them realizing. The auto body portion was addressing a “ding” on a quarter judged on process, technique and quality. Refinish students showcased work performed beforehand, along with their book of pictures and documented processes. Many of them showed drive and dedication and later stated they want to remain in the industry after school is completed. Here is the next generation, and we all need to do better to get them in and keep them. There were 40 opportunities there to get a new apprentice. Selfishly, that’s a great reason to get involved in your nearest tech program. You can be an Advisory Council member and see the work they do firsthand. Oftentimes, instructors will recommend their star students to the facilities that work closely with them. WMABA is doing work to improve the conditions of these classrooms by assisting with curriculum advice, connecting members, helping with advisory and using our Jerry Dalton Memorial Education Fund to get them what they need. The most important thing is for us to know just what that is for each school and what they really need to get these kids to our shops! H&D
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
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: __________________________________ 10
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LOCAL
NEWS
BUILDING A STRONGER INDUSTRY: Reflections on 50 Years of Part One
On December 13, WMABA will mark its 50th anniversary with a special celebration event at P.J. Skidoos in Fairfax, VA. A lot has happened in the industry since the late ’60s, but the association’s dedication to serving the needs of members and the greater auto body community has never wavered. Proud to see WMABA reach this extraordinary milestone, Vice President William Hawkins believes the group’s longevity is the result of its commitment to bettering the industry at home and across the nation – and is a tribute to the many devoted individuals who’ve kept these efforts alive through the years. “We’re ultimately working for things that will benefit everybody in the industry. The fact that WMABA has been here for 50 years is a real credit to the people who were prior members going way back. They sacrificed their time and efforts to try and keep the industry in general progressive and moving forward.” Like many area collision repair professionals, Hawkins has found tremendous value in his WMABA membership – an experience made all the more impactful when he was first given the honor of serving on the Board of Directors. “In the big scheme of things when we consider what we’re up against in the industry and this market, I didn’t really think they were asking that much for me to give a little additional time to something that will hopefully make life and business better for all of us. We’re all in this together.” WMABA’s spirit of unity also remains an inspiration for fellow Board member Barbara Chase. A second-generation shop owner, Chase utilizes the knowledge she gains through membership on a daily basis at her facility, Sisk Auto Body in Owings, MD.
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November 2018
Celebrating a grand history.
Look for more thoughts from the WMABA community on the 50th anniversary in next month’s issue. If you are interested in contributing, please contact Editorial Director Joel Gausten at (973) 600-9288 or joel@grecopublishing.com.
“It helps me when I’m dealing with insurance companies; it helps me to know that I’m not the only one who’s asking to be paid for certain things. It also helps me be aware of all the struggles that are out there and how to best attack them.” As a Board member, Chase is pleased to have an opportunity to give back to a group that has done so much to improve the business lives of her shop and others in multiple states. “The benefits of talking to everyone outweigh the little bit of extra time that is required of me to be a Board member. I love being able to know that everybody is going through the same things I am on a daily basis. I also love being able to have a say in the direction we’re headed.” As for WMABA’s upcoming anniversary, Chase is not surprised that this special network of repairers and vendors has remained strong for this long. “It’s all because of the excellent leadership. [Executive Director] Jordan [Hendler] is amazing; she keeps us all thinking positively and always follows up on everything that she’s doing.” Of course, no association can survive – let alone thrive for 50 years – without the support of those who pay dues, attend meetings and work together for the benefit of all. “It all comes down to good members who are participating,” Chase says. “They are super dedicated and all are doing the right thing. There is a right way and a wrong way to run a body shop, and all of our members – just by being members – show that they want to do the right thing.” “WMABA’s 50-year party is just one of the positive things the association is up to,” Executive Director Jordan Hendler says. “We’ve been making advancements with our Collision P.R.E.P. education initiative and working more on government relations in addition to keeping our membership informed and represented at national meetings. The issues here at home are being voiced to those in high ranks, and that means a lot of positive change can happen! We’ll be unveiling a new website this year, with added benefits and many more items in the works. It’s a growing operation, and we are so happy to provide helpful value to our members and the industry at-large.” H&D
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Heading back to the old stomping ground of
P.J. Skidoos 9908 Fairfax Boulevard, Fairfax, VA the WMABA 50th anniversary membership dinner will be MC’d by Mike Anderson of Collision Advice, a former Board member of WMABA. Enjoy an evening of industry insight and remembrance for the celebration dinner. (Members and non-members welcome.) Included in the festivities will be a state-of-the-industry address by Executive Director Jordan Hendler as well as some Open Town Hall time.
November 2018
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MEMBER
SPOTLIGHT
Stories from WMABA facilities. BY ALANA BONILLO
Front row (left to right): Jr. McCauley, Isaac Cooley, Trevor Matko, Suzanne Langford, Mike Black, Jason Harman and Brian Larson. Back row (left to right): Jason Frazier, Jr. Chidester, Tom Langford, Todd Langford, Todd Griffith and Nick Bryan
T-BODY AUTO BODY REPAIR Twenty-six years ago, Tom Langford quit his job at a local dealership to go out on his own, and he has never looked back. T-Body Auto Body Repair (Mount Clare, WV) opened its doors in 1992 and has expanded multiple times over the past 26 years into the 20,000-square-foot collision repair center it is today. 14
November 2018
Langford’s interest in auto body started during his junior and senior years in high school. While studying technology, one of his teachers asked him if he had any interest in working at a local dealership. He was hired the day following his high school graduation and quickly learned all the tricks of the trade, already writing estimates and being named assistant manager after only two months of employment. However, he missed hands-on work and spoke to his manager about getting back to working on cars. From that point on, he continued to explore all areas of the collision repair business. After 15 years at the dealership, it came time to go out on his own. Adjacent from his Mount Clare home on Barbour Pike sat a large empty lot, which became the perfect location for his shop. The county road is easily accessible to the neighboring communities of
Harrison, Barbour and other surrounding counties. “I was by myself in a large two-stall garage by my house,” Langford recalls of those early days. From there, he built T-Body Auto Body Repair from the ground up. The shop started out as a 5,000-square-foot center and has quadrupled in size since. One of the first major upgrades was the addition of a paint room. Other expansions allowed opportunities for framework and more driveway space. The most recent additions included a wash bay, a waiting room for customers, expanded office space and restrooms for customers and staff. When asked what the shop’s specialty is, Langford says it’s simply performing proper repairs and “doing the right things right.” “We are fortunate at T-Body; our primary focus is on collision work, and we give 100
continued on page 17
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Find more association updates at www.wmaba.com.
WHAT’S UP TO? WMABA MEMBERSHIP: THE UN-SECRET PLAYBOOK It’s always a good time to get involved in WMABA. If you’re reading this, your first benefit is already being realized: Staying up to date on the news in our area and beyond.
Get Your Team Jersey Supporting WMABA is an investment in the future of your business and your industry. By becoming a member, you are represented in all the places the Board or executive director go. Whether at a trade show like SEMA, assisting with the SCRS OEM Technology Summit regarding certified repairs or locally at the state capitol meeting legislators or testifying at a hearing, your interests and the interests of all repairers are at the forefront. Though repairers often feel competitive, the association is a place for camaraderie and community. Here, we’re all on the same team. Get Educated WMABA offers issue-specific, topic-driven education throughout the year. Participation in special events and local meetings, such as the Audi Training Center-hosted seminar and tour, offers your business the best in opportunities to advance your understanding of changes within our industry.
The Playbook The association is your resource for all things related to your business. Whether you have a question about current Labor Rate data, operations, customer interaction, insurer relationships, vendor products or national news, your association is the place to ask first. Through our relationships nationally, we can even take issues to the forefront of places such as the Society of Collision Repair Specialists, Collision Industry Conference or national contacts for insurers and vendors. Locally, we research governmental regulations and oversight to make sure the repair industry is protected from any negative legislation. Represented in both Virginia and Maryland, WMABA proposes and opposes recommended bills that come into the legislature during open session. Also, we work with consumer-related entities, government agencies and other related industry organizations to ensure that the voices of the repairer and their customer are heard. Many repairers take advantage of the knowledge and community the association has for navigating situations that arise. A simple phone call or email can circumvent many issues our members encounter.
Call the Game As a member, you decide your personal level of participation. Do you have interest in committees that address particular issues you feel passionately about? Would you want to be a Board member and assist in guiding the direction of the association? How about sitting on the sidelines so you can focus on your own business? All answers can be correct! While WMABA would like to encourage your spirit of volunteerism, it is solely up to you at what level you get involved. The minimum is getting your membership. This year can WIN with your commitment to the betterment of your business and your industry. Sign up today! H&D
JOIN TODAY!
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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 A HYUNDAI WHOLESALE PARTS SPECIALIST. For Genuine Hyundai parts, contact an Authorized Hyundai Dealer. 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
Malloy Hyundai 1880 Opitz Blvd. Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: hmkparts@aol.com
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MEMBER SPOTLIGHT
continued from page 14
percent to every customer and every vehicle. I always go by the saying, ‘Excellence is not an option; it’s our commitment.’ That’s our slogan.” Being in the business for more than four decades, Langford has most certainly seen the industry go through numerous changes. Of course, technological advancements have completely revolutionized how things are done in the office today. “I was writing insurance claims by hand; that’s how far back I go,” he laughs. “I’ve been in this over 40 years, so I’ve seen a lot.” What has also changed over the years is the growth of his staff. Langford still does “a little bit of everything,” but he has a strong team of 14 members who help make T-Body Auto Body Repair what it is today. Some of the shop’s staff includes members of his own family. His wife, Suzanne, plays a large role in the business by handling a good deal of the paperwork. About a year ago, his brother, Todd, came on board. Langford also makes it a point to mentor his staff and make sure they are taken care of. He believes strongly in paying his employees top wages. As a result, he has not experienced much personnel turnover throughout the years. One of his oldest technicians has been with the shop almost two decades. With continuing education one of the keys to ongoing success in this industry, Langford makes sure his technicians get the training they need. The shop will be I-CAR Gold by the end of the year. What’s next for T-Body Auto Body Repair? Langford says he would not be opposed to expanding the shop further. He’s grateful he has plenty of land and would like to one day have the space to do alignment work in-house. When Langford learned about WMABA, he knew it would be a smart idea to join the association. He hopes the group can help bring change when it comes to most insurance companies requiring shops to use aftermarket parts. He says there are many times when these parts don’t even fit correctly, which adds to cycle time by having to redo the entire job. Above all, he is pleased to be a part of an industry association that is committed to serving shops in West Virginia and beyond. “It’s nice to have a voice and feel like we are being represented.” H&D
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Real feedback on auto carriers. BY JORDAN HENDLER
LOCAL
NEWS
educate the adjuster on the procedure or rate disagreement. Documentation trumps emotions, so come with facts to back it all up. Then, if you still find yourselves apart, you have the following to consider:
SHOPS RATE INSURERS: A Service to Repairers & Customers Beginning in December, WMABA will launch an online survey for member and non-member shops to share their opinions on insurance company conduct as part of understanding the marketplace. WMABA will then provide this information to consumers. The idea of shops getting to rate insurers isn’t new. CollisionWeek - a collision industry news source - used to do it in the early 2000s, and it was popular with collision repairers. How insurers ranked in various categories (including fairness of reimbursement policies, claims handling process efficiency and knowledge of field adjusters) was later shared among repairers and consumers alike. WMABA is going to do a similar survey, with questions surrounding topics such as: overall fairness; efficiency and response times; transparency; adjuster knowledge of the repair procedures or estimating database; customer interaction; and reimbursement practices.
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The hope is to give repairers and consumers usable information when making business decisions. It is also a good conversation starter with customers. Further, it can be useful to have the industry’s response to these issues put in front of governmental agencies such as the Bureaus of Insurance or Attorneys General. Repair facilities increasingly complain about the relations between them and insurance personnel, and most of it comes down to fair reimbursement, knowledge of the adjuster or acknowledgement of OEM procedures. WMABA has been notified or involved in numerous incidents of disagreement. Disputes Happen Unless your business model is to “just make the concession,” then you are bound to come to disagreements over parts of the estimate. It’s based on human understanding, and no two people are the same. What happens next is open to many options. First, always try to positively
Make the concession. Involve the customer. Assist the customer in filing a complaint with the state Bureau or Office of Insurance. (This is recommended as a good first step regardless, as it makes the office aware of issues in the marketplace.) Charge the customer and let them dispute the charges with the carrier on their own. Let the customer have a balance owed and let them try to get the reimbursement. (It is not recommended to let the vehicle go in this time.) Educate the customer on their rights in their state. This may include enacting the Appraisal Clause.
What’s the Appraisal Clause? The Appraisal Clause is a process in which the customer can dispute the insurer reimbursement through a mediated process. Each side selects an appraiser to make an assessment of the loss. Each will independently appraise the damage or repair, and then they will try to reach an agreement on price. If they cannot, then an umpire is identified and agreed upon by both sides to mediate between the appraisals. If there is still disagreement, then the alternative becomes a court case. Repairers who have been party to this process find that a well-documented repair file – as well as a qualified appraiser who has an actual repair background and is knowledgeable in the manufacturer repair processes – is absolutely necessary. The survey will be open in December. Check wmaba.com for information on how to participate. H&D
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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards. In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it. For Genuine Honda parts, contact these Authorized Honda dealers. Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com
Honda of Tysons Corner 1580 Spring Hill Rd. Vienna, VA 22182 Direct: 703-749-6652 FAX: 703-821-4229 www.hondatysonscorner.com E-mail: sebastian.venegas@hondaoftysonscorner.com
Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: bmorgan@drivemiller.com
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GENUINE NISSAN PARTS
MAKE ALL THE DIFFERENCE.
Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs. So keep it original, and keep it real with Genuine Nissan Parts.
Contact these Nissan dealers for all your parts needs: Passport Nissan 5000 Auth Way Suitland, MD 20746 Phone: 301-423-6930 Fax: 301-423-2965
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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
November 2018
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
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IF OFFERING ONLY ORIGINAL MINI PARTS IS A CRIME, THEN YEAH, WE’RE GUILTY. At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.
For Original MINI parts, contact any of these authorized MINI dealers. MINI of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 fax: 410-349-2586
Crown MINI 8710 West Broad Street Richmond, VA 23294 804-527-6860 fax: 804-965-6254
MINI of Alexandria 5990 Duke Street Alexandria, VA 22304 703-461-6250 fax: 703-751-0595
MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879 Parts: 240-238-1204 Parts fax: 240-238-1493
MYMINIANNAPOLIS.COM
MINIOFALEXANDRIA.COM
CROWNMINI.COM
MINIOFMONTGOMERYCOUNTY.COM
© 2018 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.
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Class in in session.
PREVIEW Inside SEMA: Five Can’t-Miss Repairer Driven Education (RDE) Picks This year’s SEMA Show is jam-packed with some of the most informative and inspiring educational opportunities available in the industry. Below are just a few of the many courses guaranteed to make you a more knowledgeable and prepared collision repair professional. All courses will be held at the Las Vegas Convention Center. Gauges of Your Business: Maximize Profits in Your Collision Shop Monday, October 29: 3pm - 5pm Upper North Hall, N241 Speaker: Jim Anderson, senior consultant, DRIVE
Is your shop busy but not necessarily profitable? This informative and highly interactive class will give you a deep insight into the measurable components of your business. In this in-depth self-analysis of your numbers, you’ll discover what actions can get your business to the next level. Attendees will learn: • how to identify which numbers to track and how to track them; • how to develop an effective plan for maximum growth; and • effective tips on how to keep your fingers on the pulse of your business. Understanding Shop Liability in this New Era of Diagnostics, Calibrations & Programming Tuesday, October 30: 9:30am - 11:30am Upper North Hall, Room N241 Moderator: Michael Quinn (AirPro Diagnostics) Panelists: Michael Quinn (AirPro Diagnostics), Chuck Olsen (AirPro Diagnostics), Aaron Clark (Assured Performance), Scott Kaboos (American Honda Motor Co., Inc.), Nick Notte (I-CAR), Jack Rozint (Mitchell) and Todd Tracy (Tracy Law Firm) A panel discussion preceded with a presentation on position statements, OEM service information requirements, liabilities and performing diagnostic and calibration procedures in a collision shop versus subletting.
Current and Future OEM Styling Trends & the Impact on Refinish Tuesday, October 30: 3pm - 5pm Upper North Hall, Room N241 Speakers: PPG representatives Jennifer Boros, Frank Jemiola, John Thomas and Darin Poston
OEMs have upped their game when it comes to unique colors and finishes in recent years. For body shops, this means that one-of-a-kind
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colors are needed to repair a vehicle. However, a repair is no longer just about the pigment and color; the specific formulation and repair process is becoming an even more important factor in achieving an excellent match to the car. Many refinish repair processes differ from the OEM paint process, and this presentation will shed light on why. Attendees will learn: • what the future styling trends from the OEMs look like; • why the repair process and color formulation for a special color can be more significant than the actual pigment used by the OEM; and • why the refinish repair process may differ from the OEM paint process. OEM Repair Procedure Best Practices Wednesday, October 31: 12:30pm - 2:30pm Upper North Hall, N233 Speaker: Mike Anderson (Collision Advice) With content based on the new 2018 monthly video webinars, this newly created course from Mike Anderson will give an overview of some of the most important features of OEM repair procedures to how to navigate Toyota, FCA, Nissan, Infiniti, GM and other OEM websites.
More Than Just a Hand Shake: The Professional Administrative (Legal) Documents You Really Need to Operate a Successful Shop Wednesday, October 31: 3pm - 5pm Upper North Hall, N233 Speakers: Erica Eversman (Auto Education Policy Institute) and Wade Ebert (former owner, American Auto Body) Session participants will be guided through a series of documents, handcrafted by attorney Erica Eversman, designed to ensure repairers are complying with federal and state consumer protection law requirements and provide powerful offensive and defensive counters to insurer interference and lawsuits. By learning to utilize these documents during an interactive exchange with the presenters and participants, shops will be better able to establish with customers and insurers the proper role of the professional repairer as the sole determiner for the safe and proper repair of any vehicle. H&D
For more information on these and other Repairer Driven Education (RDE) courses, visit scrs.com/rde.
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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: Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com
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Ourisman Fairfax Toyota 10441 Lee Highway Fairfax, VA 22030 Toll Free: 800-626-2236 Direct: 703-273-2236 Fax: 703-385-8411 fairfaxparts@ourismanva.com www.ourismanva.com
November 2018
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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NEW CHIEF MI200T
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The most worldwide OEM approvals in the industry! www.crashmax.com * Lease Financing Available
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NATIONAL
NEWS
OEM parts win the game.
BY JOEL GAUSTEN
OEM Parts Obliterate Aftermarket in Latest Todd Tracy Crash Test Texas-based attorney Todd Tracy, known for his $42 million legal victory against John Eagle Collision in Dallas and his subsequent Honda Fit crash tests, has taken his fight against the use of unsafe aftermarket replacement parts to a new level. On September 15 during the 2018 Texas Auto Body Trade Show in Fort Worth, Tracy, the Auto Body Association of Texas (ABAT), the Houston Auto Body Association (HABA) and New Jersey-based shop owner Jerry McNee (Ultimate Collision Repair; Edison) unveiled the results of a new crash test of a 2010 Honda Fit that was repaired according to OEM procedures using OEM parts. The test vehicle had never been in an accident but had various Honda OEM replacement parts installed at Burl’s Collision Center in Henderson, TX by technician Donald “Trip” Springer. Tracy had the same parts replaced with OEM as the parts he had replaced with aftermarket (or, in his words, “imitation”) versions in his previous crash testing. The crash test results revealed that the genuine parts performed exactly as intended to ensure passenger safety, while the previously crashed aftermarket parts-installed vehicle produced results that Tracy called “total and massive destruction” in critical areas. For example, the driver left femur force on the aftermarket parts-repaired vehicle was 1700 N (newton) but only 397 N (newton) on the vehicle repaired with genuine Honda OEM parts - a “400 percent difference,” Tracy said. Results of the latest crash test are available at https://goo.gl/epEdFh. “The biggest takeaway of this presentation is that we’re beginning to define what ‘like kind and quality’ means,” comments ABAT President and Burl’s Collision Center owner Burl Richards. “We now have scientific proof that shows vehicles are safer when they’re repaired using OEM parts and OEM procedures. We made major frontal repairs to this vehicle, and its crashworthiness held up and was exactly the same as a new OEM car.” “Most professional repairers know that aftermarket parts are not the same as OEM parts,” adds McNee, who helped finance this most recent crash test performance at KARCO Engineering in California. “However, insurers are willing to twist, turn and use the position statements incorrectly. They make comments like, ‘It’s just a fender,’ ‘It’s in their policy’ and ‘LKQ parts are the same.’ They’re dictating what they’re paying for to unjustly enrich themselves, but numbers and test results don’t lie. This OEM-repaired car fared exactly like the undamaged Honda Fit. When there is a 400-800 percent difference in
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L to R: Larry Cernosek (Houston Auto Body Association), John Kopriva (Houston Auto Body Association), Todd Tracy, Kevin Jordan (Burl's Collision Center), Burl Richards (Auto Body Association of Texas/Burl's Collision Center), Jerry McNee (Ultimate Collision Repair), Donald “Trip” Springer (Burl's Collision Center).
the results between the OEM-repaired car, the aftermarket-repaired car and the improperly repaired car, it’s staggering. This could be the difference between broken bones, permanent injuries, life or death - or, in the Honda Fit case, people trapped helplessly while their vehicle is on fire. Mr. Insurance Company, please tell me how these parts are the same and ‘like kind and quality.’ Show me the proof! Would you put your kids in an improperly repaired car? Do you feel lucky? Your odds are 400-800 percent.” In addition to McNee, Burl’s Collision Center and HABA, financial contributors to the latest crash test include Dominic and Mario Martino of Gold Coast Auto Body in Chicago and John Mosley of Clinton Body Shop in Mississippi. The support of these facilities shows that the push to bring scientific clarity to the aftermarket parts issue is a nationwide collaborative effort. Prior to the OEM-specific repairs, the undamaged Honda Fit was thoroughly inspected, measured on a frame machine and pre-repair scanned to check for pre-existing codes. Once the work was completed, Burl’s Collision Center performed a post-repair scan to ensure that no codes were generated during the repair process. Never one to mince words, Tracy offered some powerful food for thought during his presentation in Texas. “By dictating improper vehicle repairs for decades, insurance companies have killed thousands of customers who were driving around in time bombs...Your industry has to work together with politicians and state agencies so that insurance companies stop jeopardizing family safety.” H&D
Executive Director’s Thoughts
I wouldn’t say that I’m shocked at the results, but I do hope that the aftermarket community heeds these results and makes better strides to put products in the market that will perform the same as the OEM parts. They are used so frequently that the safety of the general public comes into question. More lawsuits should be the last resort, but maybe that is where we are. - Jordan Hendler
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KEEP IT GENUINE
INSIST ON GENUINE GM PARTS
We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence. Contact these Genuine GM Parts dealers for all your parts needs: NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: parts@nucar.com www.nucar.com
OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com
RADLEY CHEVROLET 3670 Jefferson Davis Highway Fredericksburg, VA 22408 Phone: 800-355-8202 Direct: 540-898-0055 Fax: 540-891-2074 www.radleychevrolet.com
OURISMAN CHEVROLET OF ROCKVILLE 807 Rockville Pike Rockville, MD 20852 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com
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INDUSTRY
Strong support when it counts.
UPDATE BLUE RIDGE COLOR COMPANY, INC. PAINTS THE BLUEPRINT TO SUCCESS Since it first opened its doors 20-plus years ago, Blue Ridge Color Company (BRCC) has become the go-to source for automotive paint and supplies for collision repair shops in the WMABA region and beyond. What started out as a small business with just one delivery vehicle fueled by a leap of faith is now the largest paint distribution business in the Southeast, boasting numerous locations in Virginia, North Carolina, South Carolina and Tennessee. From some of the locations, business is also being done in West Virginia and Kentucky. With the recent acquisition of its newest location, Total Auto Parts, in the heart of the 495/95 beltway area in Springfield, VA, BRCC currently has 11 locations and a fleet of 60-plus vehicles. BRCC offers dozens of the top-named brands, including AkzoNobel, BASF, PPG, Wix, Fel-Pro, Monroe, Wagner and 3M, to name a few. They also have a subsidiary company, Shop Fix, Inc., that installs and services collision repair equipment like paint booths, compressors, frame machines and more. “I enjoy selling these products and knowing shops are using them correctly and efficiently every day,” says Blake Harris, founder and president of BRCC. “We’re as interested in the customer’s business as they are.” “We are a regional player, but we feel small and we take care of our customers like no one else,” adds Chris Helmer, business development manager. BRCC’s philosophy is centered around the customer’s success. “If our customer is successful, then we are successful. We will never say we are the best because once you are the best, you stop becoming better. We are always striving and working to be better. Like the saying goes, ‘A rising tide lifts all boats.’” Harris has had a career-long love and appreciation for the paint distribution business for many years, having worked in the field in different parts of the country. He decided to take his knowledge of the trade and go out on his own. He and his wife pooled all their money together, relocated their family to his hometown of Roanoke and started BRCC completely from scratch in February 1998. Since the very beginning, a driving force behind BRCC has been the willingness to “sweat the small stuff” and to help their customers while striving to be the best paint supplier out there. As the business grew and grew, Harris saw the need for training
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A glimpse at BRCCs training center in Roanoke
Inside BRCC's Roanoke location
and advanced distribution. He decided to purchase an old body shop in Roanoke and convert it into a training center. He went on to invite I-CAR, paint company representatives/trainers and others to run classes at the local center. The success of these events led Harris to expand the offerings to his other territories, adding training centers to its Greensboro, NC; Tri-Cities, TN; and Greenville, SC locations. “It is all about education,” stresses Helmer. “As we continue to grow, we like the idea of having a training center adjacent to our warehouses.” The centers are equipped with paint booths and/or frame machines and – of course –classroom space for instruction. BRCC plans for more training locations in the future, including Northern Virginia. The company’s support of local and regional repairers extends even further, as BRCC is recognized as a Level One WMABA sponsor. Harris believes in choosing the right people for the job – that is what keeps his company strong. Since day one, Harris has only sought out the most qualified people who have the drive, expertise and vision to serve BRCC’s customers. “We have gotten to where we are because they are the best people.” H&D
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More Than a Can of Paint! We are a company that hires and trains people to put forth a strong initiative to do what is right every day, every minute. We will sweat the small stuff. We will not be driven by our competition but instead, be driven by the willingness to help our customers and ourselves be the best they and we can be.
We represent leading brands including: TRAINING PROGRAMS
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Roanoke, VA Headquarters & Training Center 7727 Garland Circle, Roanoke, VA 24019 Main Store & Warehouse Phone: (540) 265-6500 Accounting for All Stores Phone: (540) 265-6501
Proudly sponsoring
Serving six states: Kentucky, North Carolina, South Carolina, Tennessee, Virginia and West Virginia November 2018
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Diagnostically speaking, there is no substitute. Porsche technology. Porsche Genuine Service & Parts. Contact one of these authorized dealers. Porsche Bethesda 11990 Rockville Pike North Bethesda, MD 855-683-3144 Fax 301-945-4341 bethesda.porschedealer.com
Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com
Porsche of Arlington 3154 Jefferson Davis Highway Arlington, VA 703-684-8835 Fax 703-518-0467 arlington.porschedealer.com
Š 2018 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.
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Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.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 focus, personal service.
INDUSTRY
UPDATE TECHNICAL NEEDS, OEM SOLUTIONS: INSIDE RELIABLE AUTOMOTIVE EQUIPMENT The collision repair industry can be complex and confusing, but help and professional guidance are within reach. For 30 years, Reliable Automotive Equipment has stayed ahead of the changes hitting the auto body world by offering top-ofthe-line OEM products and education. Headquartered in Belford, NJ, Reliable works to maintain an active national presence through participation in various industry associations and events. In addition to serving as a Board member of the Alliance of Automotive Service Providers of New Jersey (AASP/NJ), Reliable President Dave Gruskos is currently a director for the Society of Collision Repair Specialists (SCRS). He is also a well-known speaker and educator who regularly presents at major trade shows including SEMA and NORTHEAST®. Since the beginning, Reliable has maintained a passion for proper repairs and workers’ health and safety. The company closely follows the direction of auto manufacturers to ensure that only the best and most appropriate equipment is offered to customers. “We always stay on the cutting edge of what our partners on the car company side require,” Gruskos says. “We devote our energy and resources to do our best for our customers through shop visits, hosting clinics, informing the industry via social media, etcetera. It’s our job to inform shops of the correct ways the OEMs want their vehicles repaired.” One Reliable-distributed product in particular, the XPress 800 rivet gun, has proven to be a huge benefit to repairers
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working to adhere to OEM-approved methods and procedures. “With so much technology in the types of rivets, shops need to know if the tool they are using is actually doing the correct job. Also, it’s important to have the right drill bit type and size for the correct removal of a panel or rivet.” As for the future of automotive technology, Gruskos has a clear idea of what’s to come. “There is a big movement with carbon fiber as well as multi-material mixes in joining car bodies together. There will be special tooling that will need to be used to take these panels apart using special heat, for example. Additionally, there will be new safety
OEM-approved. requirements that technicians will have to keep in mind. We also see an increased need for shops to be knowledgeable about electric vehicles. Reliable is always available to answer any questions that techs have on this or any other equipment-related topic that comes up on the shop floor.” H&D
For more information on Reliable Automotive Equipment, please visit raeservice.com or call (732) 495-7900.
See Reliable Automotive Equipment at SEMA at booth #10729.
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Visit us at booth #10729 PHONE: 732-495-7900 FAX: 732-495-7904 E-MAIL: bill@rae1.com www.raeservice.com VISIT US ON FACEBOOK www.facebook.com/ReliableAutomotiveEquipment
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Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135
Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com
Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264
Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com
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November 2018
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For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers. Wilkins Subaru 6913 Ritchie Hwy #2, Glen Burnie, MD 21061 410-689-8066 Fax: 410-689-8008 subparts@wilkinsautomotive.com www.wilkinssubaru.com
Fitzgerald Lakeforest Subaru 905 North Frederick Ave., Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595
November 2018
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Keeping things organized.
INDUSTRY
UPDATE
BY TED WILLIAMS SHERWIN-WILLIAMS AUTOMOTIVE FINISHES
DOWNTIME: Understanding Wastes in Collision Production
“O
ut of sight, out of mind.” The old saying holds true in today’s collision repair industry, as shops struggle to control production waste, not knowing that some of the best opportunities to improve efficiency are hiding in plain sight. In any lean manufacturing environment, measurement is a fundamental principle. The trouble is that an operator can only measure what they see. Even the most tightly managed shop is susceptible to losing production efficiency in a few frequently overlooked areas of waste, including:
Defects; Overproduction; Waiting; Not utilizing talent; Transportation; Inventory excess; Motion waste; and Excess processing.
These eight areas of waste comprise the acronym DOWNTIME. Ensuring these areas are visualized and measured will have a direct result on individual and team performance in any shop. Let’s take a look at how each of these areas relates to everyday collision repair operations.
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The facility should be designed to avoid wasted movement.
Defects Defects are mistakes that require additional time, resources and money to fix. These can be found throughout the repair process, resulting in rework. In collision repair, defects commonly result from poor quality controls, poor repair, poor documentation and weak or missing processes. Perhaps the biggest (and most avoidable) source is misunderstanding internal and external customer expectations. This is easily prevented by better listening and a stronger focus on customer needs. Defects can be limited by the application of standardized work, more stringent quality control at all levels, a full understanding of work requirements and customer needs and simple job aids (such as standardized checklists).
Overproduction In many shops, workers blindly build a flag sheet even when those who receive their output aren’t ready for it or don’t need it. This is a major flaw, as overproduction can tie-up significant working capital. In collision repair, this often happens when we take in too many repair orders and produce work in progress (WIP) in different departments beyond capacity. Overproduction can result due to a number of reasons. A major one is goal misalignment. This can arise from compensation built around individual flag sheets instead of completed work. Not connecting internal customer needs to company goals creates misalignment.
The solution to overproduction is to establish a reasonable workflow for the benefit of the customer. A shop that puts in the work necessary to establish – and stick to – procedures and processes, moving resources and preventing excessive WIP is far less likely to struggle with overproduction and bottlenecks.
Waiting This occurs whenever work has to stop for any reason – the next person in line is overwhelmed, something broke down or parts or materials are unavailable. From unbalanced workloads and long setup times to insufficient staffing and work absences, causes for excessive waiting are everywhere. Many shops create waste by waiting through scheduling. They overschedule work beyond the team’s ability to process it. This forces people to rush, injecting more wait time for parts, supplements, etcetera. Whatever the cause, the effect depends on how the shop reacts. Many workers either wait for a bottleneck to be cleared or continue producing. By adding to the bottleneck, a bad situation becomes worse. One way to address this is through better work scheduling with an adequate and versatile staff that can be moved to address the workload at the bottlenecks. This may mean shifting people to other tasks as needed to address WIP increases in departments. Not Utilizing Talent Underutilization of talents, skills and
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INDUSTRY UPDATE
Poor process around parts storage can create defects.
Parts organization creates a visual process that speeds first-time repair quality.
knowledge can have a detrimental financial and cultural effect on an organization. Centers can experience benefits when recognizing the value of skills and improvement ideas from all levels of the business and can suffer when not effectively engaging in the process. Assigning staff members to tasks that do not match their skill set, insufficient training and poor communication are just a few failings that can result in a lack of employee engagement and retention. This can hamstring any organization’s productivity. Key solutions include empowering your employees, elimination of micromanagement and increased training opportunities. Transportation Collision centers spend a lot of time moving vehicles and parts around. Too much transportation tends to increase costs, wastes time, increases the likelihood of product damage and can result in poor communication. In general, transportation waste can be caused by an inefficient parts department layout, unnecessary or excessive steps in the repair process or a misaligned process flow. The goal is maximizing technician touch time. Limiting transportation waste can be easily addressed by common-sense efforts such as simplifying processes, addressing physical layouts and locations, handling products less often and making distances between departments as short as possible. A good example is the movement of the parts departments to the production floor, utilizing carts rather than the traditional centralized parts department.
Inventory Excess Inventory excess occurs when there is supply in excess of real production demand, which masks problems. This can result from overproduction, poor monitoring systems, mismatched production speeds and long setup times. This can also be caused by poor communication with internal customers in the business. A department taking in 14 cars on Monday when it only has the capacity to assess 10 is inventory excess. Assigning technicians five repair orders when they can only physically repair one at a time is also excess inventory. This excess inventory waits and negatively impacts throughput performance. Motion Waste Any excess movement, whether by employees or machines, that doesn’t add value to the product, service or process is motion waste.
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The inventory should be visibly managed to reduce excess.
Poor shop layout is a common cause, as is workstation congestion. When measured, many are astonished about the number of miles technicians walk daily to compensate for process and layout inefficiencies that costs valuable touch time on the repair. One solution for motion waste is to re-arrange layouts to decrease the distance between stations and make it easier to reach things that are often used. Common examples include parts and material carts that move the needed items closer to the technician performing the task or a mobile estimating cart that moves that process to the vehicle and eliminates the redundant task of repeatedly walking back and forth to an office.
Excess Processing Excess processing often occurs due to the creation of multiple versions of the same task or long-winded, poorly designed processes. It frequently results from reports that require multiple signatures, redundant data entry, overdesigned equipment and poor communication. Each of these areas of waste unnecessarily increases costs and drains valuable shop time and resources. Operators must first examine and map their organization to analyze their processes in order to fix them. The traditional teardown and supplement process is an excellent example. This process forces the technician to make judgement calls on a repair in isolation. That handwritten information is then provided to the estimator, who then re-enters it into a database. If there is any confusion, the estimator verifies again with the technician while also making any needed photo documentation. This process repeats over and over. Collision centers must focus on the systematic elimination of these wastes. In doing so, they are rewarded with faster processes, lower costs, higher quality, happier workers and, most importantly, happy (and repeat) customers. H&D
Ted Williams is the business consulting services manager for Sherwin-Williams Automotive Finishes. He is a secondgeneration collision repairer and former, multiple-time Skills USA/VICA Collision Repair Champion. This year, he celebrates 30 years of experience in the collision repair industry and works closely with some of the largest collision repairers in North America.
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Audi Annapolis 1833 West Street Annapolis, MD 21401 Parts Direct: 443.482.3280 Parts Fax: 443.482.3281 www.audiannapolis.com
Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com
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Audi Virginia Beach 2865 Virginia Beach Boulevard Virginia Beach, VA 23452 Toll Free: 800.277.2122 Parts Direct: 757.687.3483 Fax: 757.687.3490 www.checkeredflag.com
November 2018
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INDUSTRY
ADVICE
A WMABA history lesson.
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.
ASK MIKE What Does WMABA’s 50th Anniversary Mean to You? estimating contest. We had it at a shop, and all three estimating systems had representatives there. We actually had a wrecked Volkswagen, and I wrote an estimate for it. The shops in attendance wrote estimates on it, and the shop that got the closest won a prize. It was to help everyone better understand the Information Providers. At the same event, 3M came in and did respirator fit tests for all the technicians. We also had some of the latest in technology at the time displayed there. Another time, we had a Casino Night. We gave out awards to people who had been This month, we “ASK MIKE” to share longtime members of the association, and some of his favorite memories of WMABA on vendors donated prizes. We also had an the eve of the association’s 50th anniversary. auction. I was the guy who could talk the We at Hammer & Dolly hope you find the fastest, so I served as the auctioneer! following exchange useful, and we encourage WMABA had annual dances back then, too. you to reach out to us if you have a question We’d get all dressed up, and members would for Mike on this or any industry-related matter bring their spouses and significant others. that he can answer in a subsequent issue. That was a great time. When aluminum first came out, I-CAR Hammer & Dolly: What does it mean to you didn’t have a class for it in the US. I-CAR in to know that WMABA is about to celebrate Canada did, so [former Executive Director] its 50th anniversary in this industry? Sheila Loftus got them to come in and do a class for us. That was a really big deal. Back Mike Anderson: Well, the first thing is that it’s in those days, it was not uncommon for made me realize I’m getting old! I think about insurers to come in and speak at WMABA when my dad and I joined the association and meetings. Also, GEICO had an apprenticeship how long it’s been around. It’s possibly the program back then, and they were big longest-tenured association in the US. I’ve supporters of WMABA and were heavily been reflecting a lot on the things I was a part involved with us. People would come from all of with WMABA. One time, we hosted an over the country to attend our meetings.
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I think one of WMABA’s biggest accomplishments occurred when Pete Petursson was president. Pete, [former Board members] Mark Boudreau and Tim Pfeifle and I worked on getting paint and material language for Virginia. When Allstate owned Sterling and was going to open shops in our area, we had a big meeting about that with legislators. It was standing-room-only. H&D: How would you say being a member of WMABA made your time as a shop owner easier and more profitable?
MA: In the early days of my membership, there was a guy named Mark Canby who would do estimating seminars. Those were always crowded; we’d have hundreds of people in the room. Mark’s classes were always very informative. People were really engaged back then. Whether the topic was aftermarket parts, estimating or insurance, people always attended WMABA’s events. I think shops today could benefit greatly by doing a better job of engaging with the association and attending events. That will help them become more united, which is really needed right now. WMABA’s always had a presence nationally, and there’s an even greater chance of members being exposed to important issues these days thanks to [WMABA Executive Director] Jordan Hendler and [former WMABA President] Barry Dorn’s
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ASK MIKE
continued from page 40
involvement with the Collision Industry Conference [CIC] and the Society of Collision Repair Specialists [SCRS].
H&D: What would be the best advice you’d offer a new member today if they want to get the most out of being part of the association?
MA: They’ve got to show up. Go to the meetings, be on the conference calls, go to the webinars and get the information. In today’s age of social media and email, it’s a lot easier to connect with people. But at the same time, that ease can also make people lazy, so people need to get involved. An association is kind of like insurance. You pay for it and might think, ‘Man, I’m paying out this money!’ But you’ll be glad you got that insurance when you need it. WMABA gives you an opportunity to have a voice when you need one.
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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WMABA THANKS
YOU WMABA thanks their generous supporters of the
LEVEL 1
Corporate Sponsor Program for 2018!
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
LEVEL 2 Certified Automotive Parts Association
www.wmaba.com
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November 2018
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Get it right from the source.
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