Hammer & Dolly November 2022

As a shop, what do you do if your consumer decides to invoke their Right to Appraisal provision in their insurance policy? You’re not actually a party to the contract between the insurer and the insured, so the outcome doesn’t affect you then, right? You may be wondering if you are going to receive a reasonable cost to repair as you have written. What if the outcome of the process for your customer is less than you are willing to accept? There’s a few things you may want to know.

Have you started repairs, or are repairs already completed? What are you going to do? Although you have the option to pursue any amounts still owed after the appraisal process, this may be difficult since you’ll be pursuing the consumer directly. Also, since two or three independent appraisers agreed the cost was X, be prepared to explain why you feel Y is a justifiable charge. Yes, as a free market, you can charge whatever you feel is reasonable, but being unable to explain it in this situation could impact your reputation.

So, is it better to use this process before, during or after completion of the repairs? Honestly, too many factors need to be considered for me to give you a clear cut answer. For instance, if the vehicle is completed, what does your state say about holding a completed vehicle for non payment? What does your repair contract (signed and agreed to by the vehicle owner) say? If you invoke the Right to Appraisal before repairs are completed, how will you fare on materials determined by an outdated calculation method used in today’s market? What if there are missed damages? Yes, some appraisers work solely off what is given instead of taking measurements and performing a thorough

inspection, and as a result, they often neglect to include a lot of information, simply to complete an assignment more quickly.

What is your role? As you were hired by the vehicle owner/ policy holder, the customer or their chosen appraiser will be your point of contact and may request information or action, but you have no obligation to provide anyone else with information or your time. You may (and should) allow reasonable and timely access to the property if the insurer’s appraiser wishes to inspect as the policy holder still has a duty to cooperate. You may be able to charge for storage and other incurred expenses during this process, but whether those costs will be covered is not determined by the appraiser; it’s based on the consumer’s policy and applicable State and local laws.

Let’s take another look at some Appraisal Clause language:

APPRAISAL: If we and the insured do not agree on the amount of loss, either may, after proof of loss is filed, demand an appraisal of the loss. In that event, we and the insured will each select a competent appraiser. The appraisers will select a competent and disinterested umpire. The appraisers will state separately the actual cash value and the amount of the loss. If they fail to agree, they will submit the dispute to the umpire. An award in writing of any two will determine the amount of loss. We and the insured will each pay his chosen appraiser and will bear equally the other expenses of the appraisal and umpire. We will not waive our rights by any of our acts relating to appraisal.

Sisk chasidy@grecopublishing.com

donna@grecopublishing.com

BY JORDAN HENDLER

BORROWED WISDOM ON TEAM LEADERSHIP, PART 2

Last month, I started the series on Leadership, borrowing from the messages I receive while living life, and from even the unlikely places like leading a group at church. If you haven’t read the first one, make sure you catch up to add onto it with this month. Or, just keep reading and I’ll do my best to not disappoint you!

Another source of inspiration I’ve had is my dad. Jeff Hendler has been training folks in our industry since the early ’80s, or what he refers to as, “the old ARMS days.” He and a couple other industry leaders traveled the entire country – my entire childhood – training shops on management principles using simple philosophy and created a generation of shop owners who became self-sufficient in managing people and process in profitability. There’s not a meeting or industry event we go to where someone isn’t coming up to him to thank him for how he’d helped them turn a corner towards success.

What no one knows is that he missed my entire upbringing to bring them these opportunities. He just went where he was needed, and if you know our industry at all, it’s everywhere all the time. It wasn’t intentional; he just answered the call. I’ve learned a lot of very valuable things from my dad about life and business, and he’s taught me many things only he could. But as a kid, I missed him.

So, my point in telling you this is: Make sure you have your priorities in order, and kept in order.

What would you have left if you slaved away day in and day out to become “a successful businessman or woman” while your family and friends went on without you? I can tell you what you have left, and it’s stories of your kids’ upbringing or tales of your friends going on retreat told you by someone else, because you weren’t there. My dad has influenced me in so many positive ways, and this is another one of them. I’m learning from his experience, and what I perceive as a “mistake” even though I have profound respect and love for him.

You cannot pour into others from an empty cup. Giving all you have in one place doesn’t fill you up; it empties you. What fills you up is a gratitude and intention of spending your time in the areas of life that bring you the fulfillment needed to continue forward with a happy heart, mind and spirit. It takes balance. A successful businessperson is derivative of a successful person; the business success is secondary, but not foundational. A person who is solidly standing on a well-balanced life can meet head-on the challenges it takes to operate smoothly, because their well-being is not determined by the rise and fall of the daily operations.

Have you ever felt like work is a roller-coaster of emotions? That’s a symptom of an unbalanced emotional being living in a perfectly natural world (of business). You cannot predict the daily happenings of a collision shop, no matter how well you plan. Wake up on a Monday when the estimator quit; the parts didn’t show up for so-and-so’s car. That’s the need to pull from your ability to be objective and stand on the understanding we are never actually in control of anything. Doing our best and being able to function with little upset to our character is everything.

A reminder to you is here, now, and I want you thinking about the important values and priorities you have – and that you want more of – while time is still on your side. If you are reading this, it’s not too late. If you feel bad you bit someone’s head off, or missed all your kids’ sports games for working late, then use that as fuel to affect positive change.

It’s okay to say no to something when you know what you said yes to is more important!

WMABA PARTNERS WITH CAROLINAS COLLISION ASSOCIATION

FOR 2023 SOUTHEAST COLLISION CONFERENCE

WMABA’s mission includes serving “the best interests of collision repairers through leadership, education and initiatives that strengthen the professionalism and business conditions for the professional collision repairer,” and that focus on education and strengthening the industry is what led the association to partner with the Carolinas Collision Association (CCA) to host the second annual Southeast Collision Conference (SCC), scheduled April 14-15, 2023 at the Meadow Event Park (Doswell, VA).

“Associations working together for the direct benefit of the collision repairers is exactly what we’re supposed to do,” explains WMABA Executive Director Jordan Hendler. “It’s been a dream of WMABA’s to have a national-level event — with the highest and best education — here in our own territory. Now, here we are teaming up with a great group of dedicated professionals to make that happen. We literally cannot wait for you to come!”

“This is our first year teaming up together as associations,” adds CCA Executive Director Josh Kent. “It’s hard to say what will happen in years to come, but our priority is to bring the best the industry has to offer to our region. This tradeshow has already been growing and leaning into the needs of our area shops. When an attendee can hear from multiple experts all in one place, and see for themselves a way to solve a problem they deal with day in and day out, they are grown. They have doors opened for them.

Our priority is giving our shops what they need to be better, do better and be more profitable. We’re doing all this for them.”

Hendler hopes that WMABA’s Collision P.R.E.P. (Professional Repairer Education Program) will attract nationallevel educational opportunities to the associations’ local markets.

“We’ve had long-standing relationships with many of the top speakers in our industry, and our goal is to continue that in similar fashion as the Society of Collision Repair Specialists (SCRS) does with RDE, with our own unique twist on integrating interactive and hands-on experiences for participants. We strive, as does SCRS, to give everyone a premier experience with many takeaways to improve their daily life as a collision repairer. It’s a priority that those who are instructing our participants be on the leading edge of their field.”

Hendler and Kent will capitalize on the relationships they’ve developed over the past decades spent attending national meetings to attract leading industry experts, and their decision to host the event the weekend after the quarterly Collision Industry Conference (CIC) being held in Richmond, VA is certain to ensure many national-level contributors participate in the 2023 SCC.

“This is something WMABA has been pushing for in recent years, to offer a high caliber education in our own region that is informative, and full of up-to-date information like we see with the

BY CHASIDY RAE SISK

widely

SCRS’ Repairer Driven Education in Vegas alongside the SEMA Show,” says WMABA President Steve Krieps. “That’s the bar; and we want to meet it for our repairers here as well as those who’d travel from afar to join in. Shops can come for this two-day event and come out of it changed forever.”

The 2023 SCC promises to deliver two days of educational classes focused on management, estimating and technical topics in addition to offering panel discussions with OEMs and industry leaders.

“Our teams are hard at work on the planning and preparation of a fantastic education program, under the known Collision P.R.E.P., with opportunities for all segments of collision repair,” Hendler promises. “Our Collision P.R.E.P. endeavor has always been about bringing forward national-level education opportunities to the local market.”

But the goal is to move the SCC between regions each year, in an effort to serve as many shops as possible.

“Our associations teaming up together isn’t just a one plus one; it’s an opportunity to multiply our resources to offer a premier event for our entire region, and even the whole country,” CCA President Kyle Bradshaw predicts. “Our shared vision is for this to gather the best national-level education and networking and deliver it in a weekend package. I am excited for the future of the Southeast

Collision Conference, next year and beyond.”

The full agenda, complete with participating sponsors and vendors, will be available after SEMA 2022 concludes, according to Hendler. More information about the 2023 SCC will be added to the website as it becomes available.

Stay up to date by visiting southeastcollisionconference.com

Learn more about WMABA at wmaba.com, and additional information about CCA can be found at carolinascollisionassociation.com

H&D

BY CHASIDY RAE SISK

LOCAL FEATURE ARE DRPS DOOMED TO GO EXTINCT?

The concept of a direct repair program (DRP) seemed pretty great when insurers first introduced it: They’d refer claimants to a contracted shop in exchange for certain concessions, such as reduced labor rates or free storage. But over the decades, insurers’ efforts to control costs led to shops giving more…and receiving less.

At the same time, advancing vehicle complexity far outpaces the rate at which insurers adjust their contracts – and their willingness to pay for necessary procedures – limiting many shops’ ability to keep pace with the future that’s raging around us. Are DRPs too archaic to survive the Big Bang of technology that’s racing toward the collision repair industry? Is it time for DRPs to go extinct?

“DRPs were okay when they first started,” recalled Matthew Gibbs (Turner’s Body Shop, Inc.; Luray, VA). “Back when we took Polaroids or sent rolls of film, insurers got the information they needed, and the shop received payment as soon as the repairs were complete. But with all the concessions they now demand, it’s degraded to the point that it’s detrimental to the shop.”

As of 2019, Turner’s Body Shop participated in six DRPs, but when a particular insurer refused to negotiate the contract and yelled, “You’ll never work for us again,” Gibbs had had enough.

“We were still working at rates that had been written 10 years earlier. We couldn’t charge for storage, and they wanted to dictate the repair. But what they think doesn’t matter because we have to follow the manufacturer’s guidelines. Then they started coming after our parts discounts, and the writing is on the wall for paint and materials. We’d send documentation in triplicate, and they’d still deny it. They want you to give it all away and try to make it up in volume, but we won’t play their games – they can pay our rates or the customer can.”

Since then, Gibbs has “reduced business relationships with them down to just two smaller insurers that are still willing to negotiate fairly, but if that changes, we’ll reevaluate those relationships as well. The bulk of my experience with DRPs has been give, give, give, but they never give back. Personally and professionally, I would never sign up for another DRP again.”

When Criswell Collision Center (Annapolis, MD) first opened in 2008, the shop was “pretty DRP-heavy because that was the thing to do – get into a relationship with insurance companies so they can ramp up the volume,” explained Body Shop Manager Kevin Marvin. “As we learned more about OE procedures and processes directly from the OEMs, we became the outlier in the market with higher average severity because we insisted on doing everything the manufacturers recommend to repair the cars properly. Insurers started pushing back and refusing to pay for certain items.”

Their attempts at bullying didn’t yield the response they’d hoped for. “When they threatened to remove us from the program, we told them, ‘Go ahead.’ We didn’t play their game. Although we now know that DRPs aren’t profitable, originally, we didn’t know what we didn’t know,” Marvin acknowledged. “As we got more involved with the manufacturers and realized the scope of what was involved in training,

tools and equipment – and quickly realized insurers didn’t want to pay for that, even when their formal position says they will – discontinuing those relationships just happened organically until we now only have a couple left that are relatively reasonable.”

Greg Cline (Greg Cline Automotive; Winfield, WV) shared a similar story.

“We used to participate in many DRPs, including most of the major carriers, but we’ve now eliminated all but one when we made the transition to OEM certifications. About five years ago, we saw a trend that they were taking more and more freedom from the shops regarding parts and procedures. DRPs are not profitable at all if you want to repair the car right. Now, it can be profitable if you’re willing to cut corners, if you’re fine with accepting the initial estimate, working strictly off of that and covering up some damage. The customer only knows the car looks good; they have no clue what’s happening underneath the body…and that’s what will kill you.”

Shops identified a plethora of challenges associated with DRPs, all of which begs a single question: What’s preventing more shops from migrating to a non-DRP model? For many owners, it’s simply fear –fear of being steered against, fear of making less money, fear of losing their business.

“It was very scary when we lost our first DRP,” Cline admitted. “I was frightened, but a representative for that company told me flat out that, within six months, I would realize it was the best decision I’d ever made…and he was right. Most of our customers weren’t coming here because we were a DRP shop; they were coming here because of our reputation.”

“We get the work anyway because of our 13 certifications,” Marvin agreed. “If the manufacturer tells them to have their vehicle repaired by a certified repair center, they’re willing to pay the difference to come here and get it fixed right.”

“You’re not going to lose business if you provide good service and have loyal customers,” Gibbs offered. “We picked up more – and we actually get paid a reasonable amount for the work we do. Insurers like to threaten that you’ll never see their work again, but the same day we removed our first DRP, we received 14 open assignments

Are DRPs too archaic to survive the Big Bang of technology that’s racing toward the collision repair industry?

WBE

LIKE MIKE

Americans have become more polarized than ever before in recent years.

DRP or OEM-certified facility. Single shop location or multishop operator (MSO). Manufacturer or aftermarket parts…Collision repairers have even more reasons to bump heads. Yet, despite the many sources of contention within our industry and society, there’s ONE thing that everyone can agree on: Mike Anderson (Collision Advice) is an amazing human being, and our world would be a much better place if more people emulated him.

Whether you know him personally or have had the pleasure of sitting in one of his engaging seminars at SEMA, the NORTHEAST® Automotive Services Show or at a local event (as he is known to present in just about every corner of the world) or even if you only know his name via “Ask Mike” features or “Who Pays for What?” surveys, chances are you are a fan too, if not a friend.

Mentor to many, inspiration to even more, Anderson epitomizes the heart and soul of the collision industry, and repair professionals from all over the country weighed in to explain why “We Like Mike.”

“Mike is a preacher, and not just in the Man of God sense, but in the way he speaks from experience and with the vision to see people moved to change,” according to WMABA Executive Director Jordan Hendler. “He wants to see salvation for our industry, where repairers feel informed, educated, have access to resources and are then empowered to make business decisions from a place of knowledge.”

Hendler first met Anderson at a 1995 WMABA meeting when he was an association member. “Even then, he was extremely vocal, involved and wanted to see the industry be better for not just himself but the entire industry…and he’s still on that same mission today!

Mike has such a connection at the national level, he can see things from a different vantage point, which he uses to give insight and borrowed sight to people who would otherwise not have accessibility.

His time as a shop owner gives him ‘biblical wisdom’ that he can speak from, with love for his fellow man – or woman – of the industry!”

Fondly recalling how inspired she was the first time she attended one of Anderson’s seminars, Hendler shared her most recent favorite memory, which occurred at the 2022 Southeast Collision Conference: “He invited attendees to have him call their shop, and he pretended to be a potential customer. It was embarrassing for almost all of them and hilarious to everyone else, but I could see so many lightbulbs going off around the entire room. It’s inspiring to see how much people are engaged and then learn lessons they will never ever forget!”

Few people interact with Anderson without learning a lesson… or several. For Hendler, the most valuable lesson he’s taught her is, “Everything is hard in this industry. But we get to choose our hard, whether that’s living every day in the same hard situations over and over, or doing the hard work it takes to be better and do better. Mike always preaches doing the right thing for the right reasons at the right times, and he believes it will pay off exponentially. He reminds me of our dear lost friend March Taylor, who lived that every day. And it’s inspiring to see him living that out in the way he teaches and how many people he is reaching. It definitely makes me want to work harder every day too, just like him!”

John Shoemaker (BASF) has worked side by side with Anderson in various situations for a number of years after meeting quite some time ago at a DuPont-sponsored estimating class. “We’ve since collaborated on a couple of projects while we were consultants to DuPont, now Axalta. During an estimating class years ago, Mike talked about the P-pages and about their value. I became intrigued with the P-pages and now echo his thoughts in my courses.

“My favorite memory of him was when I walked through Wagonwork Collision Center and got to see his excitement as he described his processes,” Shoemaker continued. “Mike is passionate and caring, and I enjoy talking to him because we share that same passion for the collision industry.”

“Mike is one of the most passionate people you could ever hope to know and call a friend,” Aaron Schulenburg, executive director for the Society of Collision Repair Specialists (SCRS), stated. “He puts his everything into this industry. His genuine passion comes across in everything he does. His energy inspires people, which is why they gravitate toward him and love him.”

Schulenburg has known Anderson since the early 2000s when he began attending national level events – “Mike has been around for the vast majority of my career in this industry” – and though he has many fond memories from their decades-long friendship, his favorite took place years ago when Schulenburg was still learning how to present in front of people during a multi-night campaign for the Database Enhancement Gateway (DEG).

“It was such a great learning experience at that stage in my role, learning how to get in front of these big groups and share information that was meaningful to them. Learning how to communicate on a

BY CHASIDY RAE SISK & ALANA QUARTUCCIO BONILLO

personal level with the right amount of energy to connect with people… that was a pivotal point for me, and though I’ll never be as masterful at it as Mike is, I learned a lot about how to communicate in a way that connects with people and makes a difference from watching Mike. He brings the right energy that makes people want to listen to what he has to say, delivering information in a way that resonates with people, and that’s a big piece of what Mike has taught me.”

Thomas Greco, president of Thomas Greco Publishing, met Anderson in 2007 “when we started publishing Hammer & Dolly, but I really got to know him through all the years at AASP/NJ’s NORTHEAST show. Mike is just about the only person I know, at least in our industry, who is universally loved. Mention his name to anyone, and you get an instant smile! Mike is so full of positivity that he lights up every room he enters with his mere presence, and I cannot express how much I respect and admire him.”

Anderson and Greco bonded over a shared love of music. “We are both avid music lovers, so my favorite times with Mike involve diving into our record collections to talk about everything from Elvis to KISS.

Photo provided courtesy of Danny Gredinberg, whose favorite memory of Mike was “the time he rode the donkey after dinner leaving the restaurant. His eyes lit up, and he jumped right on!”

Industry-wise, every time you see him is a favorite moment because he is an amazing human being who genuinely cares…about you, your family, your business, this industry. Mike is a remarkable man, and he’s also extremely loyal. Whether it is good news or bad news, Mike is going to be loyal to you as a friend and tell it to you straight. What greater lesson is there?”

“Kindness, empathy and the importance of keeping your word,” veteran collision industry journalist Joel Gausten listed among the many lessons he’s learned from Anderson. He recalled interviewing Anderson for the first time in 2007 when he returned to Thomas Greco Publishing as the editor for Hammer & Dolly

“This was my first automotive-related interview in a long time – and my first as editor of Hammer & Dolly. I admit that the pressure was on – after all, I was following in the footsteps of the legendary Sheila Loftus – but Mike instantly made me feel at ease thanks to his incredibly friendly and supportive demeanor. His infectious enthusiasm for the industry was second only to his kindness. He welcomed me to my new position with open

arms. Right after I finished the interview, I looked at Tom and said, ‘This is going to be great!’ That first phone call with Mike was a big reason why I ended up serving as editor for the next 15 years – and I value every conversation I have with him to this day.

“My favorite memories of Mike – which are ongoing – are of all the times he selflessly moves Heaven and Earth to help me out when I’m on deadline!” Gausten added. “Mike’s sick? No worries. Mike’s sitting in a cab heading to an airport? Not a problem. He always gets on the phone to talk to me…even after I tell him I’d rather reschedule so he can get some rest. Even when he’s spinning 100 plates at a time, he never makes me feel rushed. He’s the best friend any writer/editor could ever have!”

Gausten dubbed Anderson “the collision industry’s humble hero. In all the years I’ve known him, he has never said no to me – and I doubt he has ever said no to anyone! He puts others ahead of himself and always delivers on the promises he keeps. Honestly, I don’t know how he keeps so many commitments – he is the absolute busiest person I’ve ever known – but he somehow never lets anyone down. Knowing him – and following his example the

best I can – has made me a better human being.”

Collision leaders from all over the country have benefitted under Anderson’s tutelage and the example he sets every day.

“Mike is full of energy with a BIG heart,” lauded Danny Gredinberg (DEG) who met Anderson in 2008 when he conducted in-house estimating training at the shop where Gredinberg worked at the time. “He brought the power that night! And he’s taught me to live life to the fullest by helping everyone around you. Don’t worry what anyone thinks; always be true to yourself.”

“I’ve worked with Mike for more than a decade, and would be hard pressed to name someone who works more tirelessly on behalf of the collision industry,” shared John Yoswick (CRASH Network). “As busy as he always is, I don’t think he’s ever ended one of our phone calls without asking, ‘What else can I do for you, sir?’ I really appreciate and admire that.”

Collisionista Petra Schroeder first met Anderson back in 1996 when his shop, Wagonwork Collision Center, was a customer of the paint supplier for whom she worked at the time. “He was totally committed to doing the best possible in every interaction, and I fondly remember his dedication to quality repairs. Mike is amazing. He remembers so many business facts and presents without any papers. Everything he says is true, but it goes beyond the business because he remembers so many personal details about his contacts. He’s a businessman, but he’s also the type of man anyone can be proud to call ‘friend.’

“He pulls people in because he has a fascinating, unique way of presenting,” Schroeder continued, offering high praise: “He makes things very clear, he is very direct, and he says it as it is. Mike is fascinating, loyal and committed to doing the right thing. He’s dedicated to the people and has taught me what matters most. First: You can be an expert in what you do, but if you do not care for the people, you miss the ball big time. Second: Integrity. I am so glad I got to know Mike.”

No one can accuse Anderson of not

Danny Gredinberg with Mike Anderson

caring. In fact, his passion for the collision industry has often inspired others to find their own passion.

“I met Mike at a point in my career and life when I was working in a dead-end job. Things were not going particularly well, and my passion for the collision industry was fading,” recalled Dave Luehr (Elite Body Shop Solutions). “Mike was teaching a class on ‘lean processes;’ it was my first time seeing him teach, and I was blown away! I was inspired by his passion and his knowledge of the industry, but even more than that…He helped me realize I could do more to serve others than I had been. He helped me regain my own passion!”

After Luehr founded Elite Body Shop Solutions in 2014, he was accused of being a “Mike Anderson wannabe,” and although “at first it was hurtful, I realized that if I ‘wanna be’ like anyone, it was Mike Anderson, so I embraced the accusations with a smile and set out to do my own thing. Mike has been such an inspiration of my own career, and I look up to him greatly, so my most cherished memory was sitting on panels with him as his peer. It’s such a treat to share that experience with him at a conference. Mike is a shining example of how an entire industry can be positively shaped when a person passionately seeks to serve others above self.

“He is like a fireball of energy. Where does that energy come from? It’s the passion he carries for the industry,” Luehr added. “You ask almost anybody about Mike, and that is the first thing they say. He’s energetic and passionate. Combine that with his knowledge. I don’t know how he does it all. He’s everywhere. Constantly learning and teaching in this non-stop cycle since I’ve known him. Mike is so magnetic because he, like Dolly Parton, attracts people with his generosity. I’ve found that the most magnetic people you want to be around draw you to them because they are so generous with themselves. That’s what I’ve learned from Mike above everything else.”

Of course, no one knows Anderson quite as well as the ladies who work with him day in and day out.

Tracy Dombrowski (Collision Advice) met Mike in 2001 during his early days of facilitating 20-groups. “Axalta brought Mike in as a subject matter expert to help build out a new estimating class. His training material was a two-inch binder filled with copies of trade articles and reference materials. When I first met him, he had shaved his head in support of a kid in his church group who had cancer. He called everyone ‘ma’am’ or ‘sir’ all the time, and he was so passionate (and loud!) during his seminars, the hotel staff often had to ask him to be a bit quieter.

“But that’s because he is extremely passionate about the collision repair industry. The most important thing I’ve learned from Mike comes from Proverbs: ‘As iron sharpens iron, so one person sharpens another.’ Mike is constantly pushing to improve – improve the industry, improve our training, improve ourselves. He has built a business and a reputation for excellence, and you can truly see that in everything he does. He genuinely wants to help the shops he works with improve and grow. In that pursuit, anything he can do to help improve the industry

he’ll do. For most people, their legacy is their children. For Mike, it is this industry!”

Although Anderson is dedicated to the industry, he never loses sight of the fact that the industry is made up of actual people, and he’s just as passionate about those individuals as well.

“Like a step-dad, Mike always makes sure I’m happy and that I don’t need anything. He really likes making my kids happy too! Mike always wants the best for those he loves and will do whatever it takes to make sure it happens,” shared Tiffany Driggers (Collision Advice) whose parents were close friends with Anderson. “I met Mike in 2002, while I was in my senior year of high school, and he begged me to come and work for him because he was impressed with the way I cleaned house.”

Driggers has learned many important lessons under Anderson, but one stands out above all others: “Don’t give up! Mike has been through a lot and has never once been ready to just give up. Things might have changed courses over the 20 years we have been working together, but he has always stuck up for his company when he needed to, and he never gave up!”

Persistent. Loyal. Energetic. Selfless. Positive. Dedicated. Passionate. Humble. Caring. Inspiring. Few people earn even a few of these affirmations, yet Anderson deserves these descriptors and more.

“Mike has touched so many things; he is special within this industry,” Schulenburg summed it up nicely. “We wouldn’t be who we are as an industry without a lot of the things that he has done to influence it. Mike is absolutely a doer. He wants to be a part of this industry; he wants to support it. He finds ways to support shops, bring them information and liven them up. It’s awesome that he’s being recognized and honored in this way because the collision repair industry wouldn’t be what it is without Mike Anderson.”

Can we get an Amen?! H&D

“Mike is a preacher, and not just in the Man of God sense, but in the way he speaks from experience and with the vision to see people moved to change.”

Don’t miss Mike Anderson as part of SCRS’ Repairer Driven Education series during the 2022 SEMA Show! See guide on pg. 21 for details

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COVER STORY

BY CHASIDY RAE SISK

ILLUMINATE AND ELEVATE: 2022 SEMA GUIDE FOR COLLISION REPAIRERS

Las Vegas may be known as the “City of Lights,” but the 2022 SEMA Show promises a different type of illumination for collision repairers headed to the Las Vegas Convention Center (LVCC) on November 1-4 for four days of educational offerings, vendor exhibitions and networking opportunities designed to enhance and elevate their shops.

For the second year, the Collision Repair and Refinish section, as well as the Tools and Equipment exhibitors, will be located on the upper level of the South Hall, making it easier and more convenient for auto body professionals to explore the Show floor and still make it to the Upper South Hall Skybridge classrooms for the return of the Society of Collision Repair Specialists’ (SCRS) Repairer Driven Education (RDE) series, which begins on Monday, October 31, a day before SEMA 2022 officially opens.

Although collision courses are being held in close proximity to the exhibition floor, “close” is a relative term… the Upper South Hall measures 1,690 feet end to end! Altogether, the LVCC boasts 4.6 million square feet of interior exhibition space, plus 2.2 million square feet of outdoor real estate. Merely walking from one hall to the next can be a time-consuming endeavor, never mind identifying which classes offer the most benefit for your shop!

Hammer & Dolly gladly offers guidance through the must-attend sessions and events that will enlighten you and help elevate your shop.

MONDAY, OCTOBER 31

Spend the morning scoping out the natives on the Las Vegas Strip before heading to classroom S229 at 3pm for “Build Your Next Repair Planner In-House, from Scratch!” where Mike Anderson (Collision Advice) tackles the workforce shortage with tips for building internal skill-development programs to help broaden the pool of candidates for consideration.

Or you might choose to check out a different RDE session during Monday’s 3-5pm time slot:

• “What is a Prevailing Rate, and How Do You Define Yours?” presented by Tim Ronak and Tony Adams (AkzoNobel) in S230; or

• “Untap Your Potential by Understanding Your Performance!” with Braxton Ewing and John Shoemaker (BASF) in S231.

Grab dinner and drinks with an old friend (or a new one!), but make sure to get plenty of rest - the Show is just starting!

TUESDAY, NOVEMBER 1

SEMA 2022 officially opens with an opulence of options!

Grab a coffee, and take a stroll to the Westgate Resort and Casino, next door to the LVCC, for a full day of industry insights at the Collision Industry Conference (CIC). Beginning at 8am, you’ll learn about the industry’s most pressing topics from collision leaders around the country. Uncover “The Real Truth About Telematics Today” with myth busters Jake Rodenroth and Frank Terlep from CIC’s Future Disruptions Committee, and be sure to get a front row seat for the Estimating & Repair Planning and Industry Relations

Committees’ joint presentation on “Mission Possible? The Repairable Claim Challenges” as Danny Gredinberg and Jim Keller explore how repairers and insurers can work together to facilitate a less stressful and more positive experience for all parties involved in the claims process.

Dan Risley and Trent Tinsley from the Data Access, Privacy and Security Committee will help attendees with “Understanding the Impacts of Data in the Collision Industry,” and you won’t want to miss the discussion on “Evolving Technician Roles and Skills of Collision Repair Now and in the Future” with the Emerging Technologies Committee’s Bob Augustine and Chuck Olsen. One of the most highly-anticipated moments at CIC will be when Parts & Materials Committee Chair Aaron Schulenburg reveals the “SCRS Blend Study Research” results.

In addition to CIC, Tuesday’s agenda offers a variety of new RDE educational opportunities. If you opt to spend the day at the LVCC, plan to find a seat in room S231 by 9:30am for two hours of invaluable information on “Profitability Gains Through Labor Identification” as BASF’s Phill Knapp, Trista Anger and John Shoemaker share tips for identifying a labor rate based on the shop’s actual costs.

Your other RDE options on Tuesday morning are:

• “Replicating OEM Seam Sealers and Textures,” presented by John O’Neill (Teroson) in S230; or

• “Say Hello to Quality Control…the Modern Way,” held in S229 and taught by Lee Rush (Sherwin-Williams Automotive Finishes).

While spending your one-hour break on the Show floor and exploring the industry’s latest tools and equipment to make the day-to-day in the shop a little easier, you’ll definitely want to take a peek at what’s available at Reliable Automotive Equipment’s booth. Of course, the most important tools in any shop owner’s

REMINDER: KNOW BEFORE YOU GO The Collision Repair & Refinish and Tools & Equipment sections,

well as SCRS’ Repairer Driven Education (RDE) series, are located in the upper level of the South Hall for SEMA 2022.

arsenal are their employees, so get over to room S230 by 12:30pm to learn how to “Supercharge Your Business and Attract the Best Employees” as Dave Luehr and Beth Rutter (Elite Body Shop Solutions) explain the importance of becoming an employer of choice in your market.

Or you may prefer one of these other classes, also scheduled for 12:30-2:30pm:

• “How to Open and Operate a Successful ADAS Services and Calibration Business,” in room S229 with Frank Terlep (Auto Techcelerators, LLC); or

• “Embrace Digitalization in Your Paint Shop,” presented by Alejandra Iberico and James Chargo (BASF) in room S231.

Whether you decide to spend the next 30 minutes networking with peers or catching some fresh air – or burnout fumes – you’ll want to hightail it back to room S230 by 3pm to learn all about “Protecting Your Business Against Liability Exposure from Evolving Technology.” Most shops don’t know much about the seven aspects that underwriters use to evaluate risk in collision repair businesses, but David Willett and Shaughn Kennedy (SPARK Underwriters) will share tips for mitigating liability in each category.

Additional RDE offerings from 3-5pm include:

• “Structural Adhesives and Hybrid-Joining Operations in Collision Repair,” taking place in room S229 and being presented by 3M’s Ryan Marrinan and Jason Scharton; and

• “Consumer Guidance: Invoking the Appraisal Clause,” an invaluable lesson taught by Robert McDorman (Auto Claim Specialists) in room S231.

Review and share all your new knowledge with fellow collision professionals at the CIC Reception, taking place at the Westgate at 6:30pm. You may also want to head back to the LVCC West Hall Atrium at 7-10pm for the Collision Repair Education Foundation’s (CREF) Annual SEMA Reception where they’ll be featuring a unique student exhibit demonstrating what happens when Art Meets Automotive.

WEDNESDAY, NOVEMBER 2

Up and at’em! Join your collision repair peers in LVCC room S233 for the Fifth Collision Industry Red Carpet Awards Breakfast, beginning at 7am. If you want to be part of celebrating the best of the best in our industry, be sure to arrive early; attendance is available on a firstcome, first-served basis.

After recognizing collision’s shining stars, enjoy a stroll around the SEMA Show floor before taking a journey to room S230 where Tony Adams and Tim Ronak (AkzoNobel) will share “The Roadmap to Becoming the Employer of Choice” at 9:30-11:30am. Learn what factors are driving employee turnover and disengagement, and leave with tips for standing out and delivering exactly what today’s employees seek in an employer.

Alternate educational opportunities include:

• “Take Control of Your Estimate and Repair Order Data” with Pete Tagliapietra (Datatouch LLC) in room S229; and

• “Aluminum Repair That Works: Glue Pull Repair,” an informative presentation delivered in room S231 by Chris White, Gene Fetty and Danny Hacker from KECO Body Repair Products.

As you wander the Upper South Hall for the next hour, be sure to stop by the BASF, AkzoNobel and Sherwin-Williams booths before rushing to room S230 to identify “Are You Capturing Modern Paint Processes?” The refinish process and materials are growing as complex as everything else related to collision repair; from tinted ground coats to pearls or mica additives, each step of the process must be documented accurately to ensure shops can recover the associated costs, and during this session, BASF’s James Chargo and John Shoemaker will provide useful tips to help repairers get reimbursed properly. Looking to paint a different picture for your SEMA educational track? Explore one of these other great RDE options at 12:30-2:30pm:

• “Mindset Matters: One Man’s Commitment to Let the Light In” in room S229, presented by Chris Maimone (Maimone Group); or

• “Stop Wasting Marketing Dollars – Target the people who actually need your service,” taught by Nick Schoolcraft (Phoenix Solutions Group) in room S231. Finish your day at the Show with one of RDE’s final three sessions, all scheduled at 3-5pm:

• “The Importance of Wheel Alignment in ADAS Recalibration for Collision Centers” in S229, taught by Charles Searles and Christopher Sobieski (Snap-on Equipment);

• “Bulletproof Negotiation Tactics – Newly Revised!” with Mike Anderson (Collision Advice) and Danny Gredinberg (Database Enhancement Gateway) in S230; or

• “Make OEM Network Tools Valuable to My Repair Center,” taking place in S231 and featuring Frank Phillips and Kelly Logan (Rivian Automotive), Brandon Laur (CCi Global Technologies) and Tony Young (International Technical Automotive Systems). Now that the day’s business is conducted, take in a Cirque du Soleil show, or hit the casino floor to test your luck on the slots.

THURSDAY, NOVEMBER 3

On the second to last day of SEMA 2022, head back to S232 in the LVCC for the SCRS OEM Collision Repair Technology Summit, a three-part series of interactive panel discussions. Get started at 9am with Session 1: OEM Repair Procedure Accessibility, featuring Mark Allen (Audi of America), Benito Cid (Mercedes-Benz USA), Kevin Earlywine (Toyota Motor North America), Wayne Weikel (Alliance for Automotive Innovation) and Amber Alley (Barsotti’s Body & Fender), moderated by SCRS Executive Director Aaron Schulenburg.

Stick around for Session II: Tackling the Technician Crisis Together as Eliza Johnson (Ducker Carlisle) leads the discussion with data related to the technician crisis – and possible solutions! – before welcoming the following guest panelists to the conversation: Dara Goroff (I-CAR), John Helterbrand (Collision Engineering) and Jennifer Maher (TechForce Foundation).

Taking a more technical turn, Session III: Managing Scan Tool Choices While Ensuring Safe and Proper Repairs examines some of the most common questions related to factory and aftermarket tools, led by Chris Chesney (Repairify) who will be joined by panelists Dan Dent (Nissan Motor Corporation), Devin Wilcox (Subaru of America) and Jake Rodenroth (Lucid Motors).

Return to the Show floor and spend the last few hours of the day visiting with Spanesi Americas and other vendors as you explore their most cutting-edge offers. Grab a bite to eat, and then take a short nap, but set an alarm so you don’t miss the highlight of collision networking at SEMA: the SCRS Sky Villa RDE Afterparty, which begins at 9pm in the Westgate.

FRIDAY, NOVEMBER 4

It’s been a LOOOONG week, but you’ve only got a few hours left to learn as much as possible before heading home. Fortunately, you can pack 10 fast-paced presentations on the industry’s most relevant topics, delivered by collision’s favorite trainers into a mere two hours. Just head to S232 in the LVCC for SCRS’s one-of-a-kind event, the IDEAS Collide Showcase. This year’s presentations include:

• A Pattern of Basic Assumptions by Jeff Peevy (I-CAR);

• The Psychology of Money from Scott Broaddus (Irongate Capital Advisors);

• Vehicle History Reports: How to Turn the Tables and Make Them Work to Your Advantage with Thomas Allen (Condition Now);

• I’d Rather Be Eating Chicken Sandwiches in Fancy Shoes Than Getting My Car Fixed by Mike Wandrey (Shop Fix Academy);

• Evaluating “Will” and “Skill” for the Perfect Hire from Dave Gruskos (Reliable Automotive Equipment);

• Spray Gun Science with Brady Haislet (3M);

• Count the Pennies Because the Dollars Count Themselves! by Rudy Romero (Larry H. Miller Collision Centers);

• Building an OE Centric Calibration Center from Greg Peeters (Car ADAS Solutions);

• Modern Glass Replacement with Ryan Mandell (Mitchell International); and

• Making Safety Inspections a Non-Negotiable Item, delivered by Mike Anderson (Collision Advice).

Your brain is buzzing with all the knowledge you just absorbed, but with just a few hours left before the LVCC doors close, you cannot afford to miss a minute! You jet out to take a look at USI North America’s innovative paint booth technology, and then you spend the rest of the day chatting with vendors and other repairers before grabbing your bags and heading to the airport.

Spend the weekend catching up on sleep because, even though SEMA 2022 is over, you still need to start implementing all that new knowledge once you head back to the shop…

Learn more about SEMA 2022 at SEMAShow.com. Sign up for RDE courses at scrs.com/RDE, and attend CIC by registering at CIClink.com.

If you’re not at this year’s event, you’re missing out. Make sure to mark your calendar for SEMA 2023, taking place October 31-November 3, 2023, to avoid being left in the dark.

H&D

*All events/times subject to change.

703-497-3097

703-497-4407

agnissanwoodbridge.com

continued from pg. 4

The language seems pretty straightforward. The consumer chooses a appraiser, the insurer does the same, and the two appraisers select an umpire – the table is set. But recently, I’ve been seeing insurers hire the same firms they use for standard appraisals and supplements. These third-party appraisal companies receive assignments that say nothing about the Appraisal Clause and contain the same limiting assignment requirements as the standard process, i.e. rate restrictions, procedure limitations, parts requirements, etc.

To be honest, in no way does this method allow for an independent review. In fact, it explicitly introduces bias!

Some appraisers will tell you they need to run it by the carrier, which is only them confirming with their client…but is it? What if the appraisers cannot agree on an umpire? Now, the process will need to head to the courtroom to choose an umpire. The insurer refusing to participate in the appraisal altogether is another situation that may land your client seeking a judge.

Of course, even the simplest of processes tend to get strangely convoluted in this industry of ours. While Right to Appraisal offers a useful and important method of settling a disagreement between two contracted parties, regarding the amount of loss, there are ways to degrade the process and create confusion. For example, West

Virginia does not have a minimum requirement to be considered an auto damage appraiser, and the absence of any form of licensing adds to the large disparity in reasonable blueprints written by body shops compared to insurer estimates, which almost always come in well below the shop’s estimate – typically as low as 40 percent compared to actual damages.

Seeking to address these issues, some states (such as North Carolina) have instituted laws requiring auto damage appraisers to obtain a state-issued license as well as incorporated the appraisal provision into state law. Sadly, not all states have implemented or begun looking into this matter.

Regardless of a few flaws in the system, the Appraisal Clause within insurance policies may be the perfect tool for policyholders to utilize to settle loss disputes with their insurance companies. Lastly, these are often investigated by a carrier, and I promise you if a shop pays for or invokes Right to Appraisal under an assignment you can cause more harm for your customer and business than the short pay may have caused. Remember: This is not your process and has nothing to do with your facility. Educate...but consider staying in your lane. H&D

Why Join WIN?

Mitsubishi

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Direct: 410-224-4636 Fax: 410-224-4264 E-mail: adamsf@fitzmall.com

Younger Mitsubishi 1945 Dual Highway Hagerstown, MD 21740 Direct: 800-296-1190 Fax: 301-733-5465 www.youngermitsubishi.com

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Toll Free: 844-817-9406 Local: 443-219-2728 Fax: 443-403-1419 mitsubishiparts@jerrymitsubishi.com www.jerrysmitsubishi.com

OFFICERS

PRESIDENT: Steven Krieps srkrieps@live.com 304-755-1146

VICE PRESIDENT: Rodney Bolton rbolton@aacps.org 443-386-0066

Position Your Business as

Just like equipment and training, WMABA membership is not only a commitment to excellence, but also a valuable investment.

WMABA is recognized both regionally and nationally as the key forum for the exchange of ideas concerning the D.C., MD, VA and WV collision repair industry. It is the venue to discuss, learn about and impact evolving standards and policies in the technical, administrative and legislative fronts of our industry. Shops and industry supporters can best develop themselves and their employees by actively engaging in the association and its activities.

Phil Rice

TREASURER: Kris Burton kris@Rosslynautobody.com 703-820-1800

Automotive collision repair facilities in Maryland, Virginia, West Virginia and Washington, D.C. who are willing to adopt WMABA’s Standards of Membership and offer a guarantee to their consumers are encouraged to engage their business as an active member of the association. For over 40 years, the WMABA membership of professional collision repair businesses and affiliates have committed to operating at a higher standard on behalf of their industry and their consumers. Over the years, WMABA has proudly represented the collision repair industry at hearings on Capitol Hill, in Annapolis, MD, and Richmond, VA as well as almost every national collision repair event. While WMABA has a rich history of dedicated men and women serving the local collision repair community, WMABA also boasts numerous past and current accomplished Board members who represent our membership at the national level.

forums

EXECUTIVE DIRECTOR: Jordan Hendler

jordanhendler@wmaba.com 804-789-9649

from that insurer. Because it’s not up to them. The customer decides where to have their car repaired.”

Dedication to consumers and their safety largely contributed to all three shops’ decision to eliminate some DRPs, and none of them are shy about explaining the facts to a customer.

“We like to involve our customers a little in the repair process and explain their options,” Cline stated. “Sometimes, their complaints make a difference in the insurer’s willingness to pay for OEM parts and procedures, but the most important thing is performing a safe repair and being transparent with them. We always follow OEM procedures; if the customer doesn’t want to pay for it, we won’t fix their car because it’s not worth the liability.”

“Educating them up front that their carrier may not pay for certain items, which they’ll be responsible for, is vital,” Gibbs agreed. “Customers don’t necessarily like paying beyond their deductible, but they want their car repaired to pre-accident condition. We explain that it’s like healthcare: sometimes, there’s a deductible and a co-pay. We hate charging the customer, but we cannot keep taking those losses.”

“Sometimes, an insurance agent will

tell our mutual customer that I’m not on the program anymore, and that gives me a chance to explain why,” Cline noted. “I tell them why I use OEM parts and why certain processes are necessary. Now, we can have an educated discussion, and they’re better equipped to make a wise repair decision on their vehicle.”

Because the OEMs design and test their vehicles, manufacturers are typically seen as the authority on restoring vehicles to their safe and proper pre-accident condition. Shops that pursue OEM certifications often express similar sentiments about their reasons for withdrawing from insurer contracts, and many shops believe that OEM certification may be the meteor to end the reign of DRPs.

“You CANNOT do both,” Cline stressed. “I know shops that claim to do it, but if you’re truly following the OEM repair procedures, you can’t be successful on the DRP because the corner-cutting and use of aftermarket parts would prevent you from doing an OEM-certified repair. There’s no way that you can follow the guidelines for both a DRP and an OEM.”

Although Cline picked up several certifications around five years ago, his market does not support the expense of investing in a plaque on the wall. “It’s not a big sale in our market, but I can understand how it

would make a much bigger difference in a more populated area. Our customers are coming to us regardless; being certified didn’t change that…and dropping the certifications didn’t change the way we do repairs; we still stringently follow the procedures set forth by the OEM.

“All shops should be fixing every vehicle properly, whether you’re certified by that manufacturer or not,” he continued. “Shops that do the right thing will ultimately be successful, but our industry needs to remember that we are the repair professionals, not the insurance company. And we are the ones who are responsible for protecting our customers and restoring their vehicle to preaccident condition.”

“After we got our first certification, we tried doing the balancing act between proper OEM repairs and placating the insurer, but we soon saw that the two were never going to work well together,” Marvin recounted. “We had to pick sides, and our volume has never been higher, despite our DRP volume being its lowest. Those concessions eat you up. I look at my financial records and can see it in black and white – there’s an obvious correlation between eliminating DRPs and becoming more profitable. Meanwhile, how much money did we lose over the years by trying to be diplomatic with someone who was stealing from us?”

“DRPs had their place at one time, but they’re no longer the ones in charge,” Gibbs insisted, predicting, “You see the writing on the wall, and it’s going to get to a point where you can’t work on certain vehicles without being certified because you won’t have access to the parts. If you’re not working toward certification, you’re out of business; you just don’t know it yet.” H&D

Executive Director’s

DRP hasn’t worked well for a long time, and yet we have a lot of shops who are still adapting themselves to the program. If it were a true partnership, then it would make a lot more sense, but it hasn’t been that way; and I don’t even know if it was at inception based on the stories handed down to me. The pandemic shifted the mindset of many, and created a blank slate for reinvention. Given the backlog of work, many shops are reevaluating the benefits of any relationship, even with customers. There’s never been a better time

take