Hammer & Dolly December 2015 by Thomas Greco Publishing, Inc.

The Perfect Customer Testimonial

www.wmaba.com

www.grecopublishing.com

Inside the OEM Summit

SEMA 2015: The Place to Be

December 2015 Volume 9, No. 12 $5.95

December 2015

CONTENTS December 2015

22 WMABA FEATURE RESOLUTIONS: WHAT ARE YOU LOOKING FORWARD TO FROM WMABA IN 2016?

Members tell us what they'd like to see in the next 12 months. BY JACQUELYN BAUMAN

LOCAL NEWS 16 NEW OPPORTUNITIES TO LEARN WITH SHERWIN-WILLIAMS

The industry mainstay brings education to Fredericksburg.

DEPARTMENTS

CIC RECAP 20 CIC AWARDS 24

Honoring some of the industry's best.

6 6

ELECTRONIC PARTS PROCUREMENT: WHO BENEFITS?

The need for realistic data intensifies.

MARKETING FEATURE 28 BUILDING TRUST AND CONFIDENCE WITH A

VIDEO TESTIMONIAL - PART 1

How to make customers your best advertising.

BY LEE EMMONS 21

NATIONAL NEWS 32 OEM SUMMIT TACKLES TECHNOLOGY TRENDS,

PROPER REPAIRS

SCRS offers a forward-thinking day in Las Vegas. BY JOEL GAUSTEN

SEMA FEATURE 36 SEMA 2015: THE PLACE TO BE

Highlights and perspectives from the country's biggest auto show.

Calendar of Events

WMABA Labor Rate Survey Announcement Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER

Technician of the Month: Albert Torres JACQUELYN BAUMAN

WMABA Sponsorship Page WMABA Membership Application President’s Message DON BEAVER

In Memoriam: Cortez Lamont Clark

Thomas Greco Publishing Announces New Website Advertisers’ Index

Images © www.istockphoto.com

December 2015

Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS December 1, 2015

CLASS LISTINGS

ADHESIVE BONDING State Farm Silver Spring, Silver Spring, MD ADHESIVE BONDING N T Auto Body Inc., Alexandria, VA BLUEPRINTING PROCESS & DAMAGE DISCOVERY Coxton’s Gold Team Collision Center, Yorktown, VA RACK & PINION & PARALLELOGRAM STEERING SYSTEMS Southern Collision Center, Chesapeake, VA

December 2, 2015

PLASTIC & COMPOSITE REPAIR Refinish Solutions, Springfield, VA UNDERSTANDING & PREVENTING REFINISH DEFECTS Manheim (Harrisonburg) Auto Auction, Harrisonburg, VA

December 3, 2015

BLUEPRINTING PROCESS & DAMAGE DISCOVERY Southern Collision Center, Chesapeake, VA COLOR THEORY, MIXING TONERS & TINTING Refinish Solutions, Springfield, VA SQUEEZE-TYPE RESISTANCE SPOT WELDING Harrison Body Works, Richmond, VA MEASURING Criswell Collision Center, Annapolis, MD SQUEEZE-TYPE RESISTANCE SPOT WELDING Automotive Collision Technologies, Randallstown, MD

December 8, 2015

WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Harrison Body Works, Richmond, VA WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Southern Collision Center, Chesapeake, VA WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Coxton’s Gold Team Collision Center, Yorktown, VA FULL-FRAME PARTIAL REPLACEMENT Canby Motors Collision Repair, Aberdeen, MD

December 9, 2015

REPLACEMENT OF STEEL UNITIZED STRUCTURES Refinish Solutions, Springfield, VA

December 10, 2015

ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Refinish Solutions, Springfield, VA ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY Frederick Co. Career & Tech, Frederick, MD AUTOMOTIVE FOAMS Uni-Select USA, Baltimore, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Criswell Collision Center, Annapolis, MD

December 15, 2015

HAIL, THEFT, VANDALISM DAMAGE ANALYSIS Virginia Farm Bureau, Richmond, VA MEASURING Coxton’s Gold Team Collision Center, Yorktown, VA VEHICLE TECHNOLOGY & TRENDS 2015 Harrison Body Works, Richmond, VA PLASTIC & COMPOSITE REPAIR Manheim (Harrisonburg) Auto Auction, Harrisonburg, VA ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Keystone Linthicum, Linthicum, MD

December 2015

December 10, 2015 WMABA Membership Meet ing and Social: Online Mark eting Basics with AP Media, 6:30pm McLoone’s Pier House, 141 National Plaza, Building E, National Harbor, MD For more info, visit wmaba.co m

January 13, 2016 SCRS Open Meeting Palm Springs Hilton, Palm Springs, CA For more info, visit scrs.com

January 13-14, 2016 Collision Industry Conferen ce Palm Springs Hilton, Palm Springs, CA For more info, visit ciclink.com

December 16, 2015

ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS N T Auto Body Inc., Alexandria, VA WELDED & ADHESIVELY BONDED PANEL REPLACEMENT Refinish Solutions, Springfield, VA

December 17, 2015

COLOR THEORY, MIXING TONERS & TINTING King Volkswagen, Gaithersburg, MD STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Criswell Collision Center, Annapolis, MD SQUEEZE-TYPE RESISTANCE SPOT WELDING Frederick Co. Career & Tech, Frederick, MD

December 22, 2015

STRUCTURAL STRAIGHTENING STEEL Coxton’s Gold Team Collision Center, Yorktown, VA

December 29, 2015

EXTERIOR PANELS DAMAGE ANALYSIS Virginia Farm Bureau, Richmond, VA

January 6, 2016

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Antwerpen Collision Center, Clarksville, MD

January 7, 2016

SUSPENSION SYSTEMS Criswell Collision Center, Annapolis, MD

January 14, 2016

RACK & PINION & PARALLELOGRAM STEERING SYSTEMS Criswell Collision Center, Annapolis, MD ADHESIVE BONDING Frederick Co. Career & Tech, Frederick, MD

January 20, 2016

PLASTIC & COMPOSITE REPAIR Antwerpen Collision Center, Clarksville, MD

January 21, 2016

ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Frederick Co. Career & Tech, Frederick, MD

January 28, 2016

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Criswell Collision Center, Annapolis, MD

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

WMABA 2015 LABOR RATE SURVEY Announced WMABA is pleased to announce the launch of its 2015 Labor Rate Survey, available online at surveymonkey.com/r/wmabalaborratesurvey. The Survey is to determine the Labor Rate and billing practices in the Washington Metropolitan market (VA/MD/DC). If you are a multi-location facility, please fill out a survey for each of your individual locations. The rates that are requested for this Survey are your retail/cash/posted rates, not an agreement rate for an insurer or wholesale account. No shop names will be published when the results are released. Some of the topics covered in the Survey include (but are not limited to):

the cash/posted rate for body labor, paint materials, mechanical labor, inside and outside storage, etc.; the total square feet of the collision facility; the total number of office personnel; a shop’s use of a paint and materials calculator; a shop’s gross annual sales; a shop’s thoughts on charging or requiring specific items during the repair process; the types of insurance offered to employees; and the general economic state of the collision repair industry on a scale.

Note: If you run out of time, make sure you at least fill out the first page of basic Labor Rate information.

If you have questions or require additional information, please contact WMABA Executive Director Jordan Hendler at (804) 789-9649.

December 2015

Joel Gausten

EDITOR’S

(973) 600-9288 tgpjoel@verizon.net

MESSAGE A DOSE OF LABOR RATE REALITY Last July, my wife and I bought a new house. Two months later, we took a longawaited trip to the west coast for a few days of much-needed rest and relaxation. When we returned home, we quickly realized that the temperature had dropped dramatically in the area while we were away. On our first night back, I turned the heat on and…nothing. With me being a complete novice when it comes to

home repairs (as an appliance/equipment expert, I’m a pretty good writer), I called the local heating company to stop by and have a look. Thankfully, the necessary repairs were minor and the technician was in and out in an hour. However, the amount indicated on the invoice will stay with me forever. The number listed on the bottom line read $130. Believe me, I had no issue paying the guy what he charged; he has skills and knowledge that I don’t, and there’s a value to that. But here’s what really got to me: He charged $20 for parts and (get ready) $110 for labor. For an hour’s work. So there I was, willing to pay this technician more than $100 for an hour of time simply because I didn’t know how to fix the heating system myself. I was willing to part with that kind of cash in a heartbeat to keep my family warm at night. First off, consider that fixing a heater isn’t as important as...oh, I don’t know...repairing a collision-damaged automobile. Think about the fact that all of us in that house could have gone a few days without heat with the help of a few extra blankets and been fine. Now, think about a seriously damaged – and potentially quite dangerous – car hitting the road without proper repairs because you guys are “asking for too much money” and “you’re the only one who charges for that.” A few extra blankets wouldn’t help a vehicle owner or passenger who is killed by a faulty, negligent or ignored repair based on price. I’d rather have my family be cold than have them involved in a major accident. You are more important to a person’s life than someone who repairs heaters, bicycles or copy machines. You deserve so much more. It is my sincere hope that the auto body industry will one day receive what it has earned. It’s a worthwhile fight – never give up. H&D

WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER SECRETARY

IMMEDIATE PAST PRESIDENT

Don Beaver Dbeaver@antwerpenauto.com 443-539-4200 ext. 17061 Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Mark Schaech Jr. mark@marksbodyshop.com 410-358-5155 John Krauss jkrauss@craftsmanautobody.com 703-534-1818 Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928

BOARD OF DIRECTORS

Rodney Bolton (rbolton@aacps.org) 410-969-3100 ext. 250 Mark Boudreau (crashdaddy@aol.com) 703-671-2402 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140

RT Plate (rt@pcirepair.com) 703-929-8050 Phil Rice (phil@ricewoods.com) 540-846-6617

ADMINISTRATION

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

December 2015

STAFF

PUBLISHER DIRECTOR OF SALES EDITOR MANAGING EDITOR ART DIRECTOR OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten tgpjoel@verizon.net

Jacquelyn Bauman jacquelyn@grecopublishing.com

Lea Velocci lea@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 © 2015 Thomas Greco Publishing, Inc.

December 2015

EXECUTIVE DIRECTOR’S

MESSAGE

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

IS THERE SOMETHING MISSING?

No matter how early you show up, how hard you work and how much you learn, do you still get the feeling you’re missing that extra “something”? The feeling of belonging, maybe? A pit-of-the-stomach sense that there’s a little bit more you could do to make a real difference? That feeling is us. We plead to you all the time, asking for you to join the association, come to a meeting or to help with our initiatives. This magazine gets to you monthly, and while we strive to give you the latest in industry information and issues, there is still a measurable distance between you and the association. As our Board members can tell you, it’s not as hard as it looks. There’s no expertise required to lend a hand or even a pat on the back. This isn’t a ‘good-ol’ boys’ club because we do have women, too. It’s a mini-community of repairers who want to see change happen. It all starts with a Board meeting and hearing what happens there. Then it can grow. Our meetings are a chance to rub elbows with your peers, learn something new and even give an opinion or two…or even three. This is also where you can make that difference we were talking about. Committees are a vital part of our organization; education, operations and legislation are just a few.

Be sure to submit your Labor Rate Survey data and book yourself for the next WMABA Meeting (see page 6 for more information on both). Two things you can do to make sure you’ve made a difference for your entire industry. New Year’s resolutions are just around the corner! H&D

WMABA PRESENTS... WMABA MEMBERSHIP MEETING AND SOCIAL: ONLINE MARKETING BASICS WITH AP MEDIA December 10, 2015 6:30pm McLoone’s Pier House, 141 National Plaza, Building E, National Harbor, MD

For more info, visit wmaba.com

Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective. 12

December 2015

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December 2015

Major paint distributor works toward educating the industry.

LOCAL

NEWS NEW OPPORTUNITIES

TO LEARN WITH SHERWIN-WILLIAMS When industry leaders are asked to identify the biggest opportunity for improvement in the collision repair field, most of them will point to training. One distributor has recently stepped up to the plate in order to better the education in the area on their products and more into the future. In November 2014, Sherwin-Williams opened their newest training facility in Fredericksburg. “The building had been in the planning stage for a long time,” says SherwinWilliams Area Sales Manager Brandon Meyer. “We sought out this project mainly because of location. Our nearest stores are in Richmond and Fairfax, and Fredericksburg is a booming market.” The 4,500-square-foot building dedicates more than half of its space to a

The Fredericksburg-based training facility contains a downdraft paint booth to provide hands-on experience with Sherwin-Williams products.

training area, which houses a downdraft paint booth and classroom so that the Sherwin-Williams staff can conduct training on how to properly use their products. “As of right now, we don’t have any frame equipment, but we’re looking to bring in some of our vendor partners for training on their products,” Meyer explains. “We offer paint training and certifications, but we’re going to be growing in the near future.” It is for this reason that SherwinWilliams sought out WMABA Executive Director Jordan Hendler. “The industry is changing so fast that there’s not enough opportunities for learning and training,” offers Meyer. “We want to use this relationship with WMABA to help the industry grow, and hopefully get a younger generation involved. If they have a place

they can go to learn about the products, certain specifications, OE approvals and certifications, it’s beneficial to everyone. We want to use this facility for that purpose.” Meyer believes that one of the advantages that this new facility provides is that it allows training to occur in a regulated and well-supplied environment. “Having the training on-site allows us to bring our customers in and show them new product and equipment trends after hours as opposed to getting in the way of their production schedules,” he says. “In a controlled environment like this, we have the opportunity to take the appropriate time to train a technician on the application of our products, without sacrificing the time they should be spending repairing vehicles during the day.” Sherwin-Williams is in the process of creating new training classes and prospects for the WMABA membership and local industry in general. Keep an eye out for future training opportunities from the paint distributor by visiting sherwin-automotive.com or by emailing Brandon Meyer directly at brandon.a.meyer@sherwin.com. H&D

Industry professionals attend a painter's certification class to improve their knowledge on the subject and increase their value in the market.

December 2015

TECHNICIAN OF

THE MONTH ALBERT TORRES

“He deserves the Technician of the Month recognition because of his hard work, his dedication to Koons Ford and his ability to do anything and everything we ask him to,” says John Morris, body shop manager at Koons Ford (Falls Church, VA), of one of his top technicians, Albert Torres. Torres’ recognition doesn’t stop with just his manager. As Morris points out, he asked his paint team to submit nominations for the honor, and they chose Torres for his outstanding work as well. Like many technicians, Torres got his start at a young age. Beginning at age 12, he began working as a helper in a shop in El Salvador, spending half of his time at school and half of his time at the body shop. In 2002, he applied for a position at Koons Ford and has been there ever since. Just like when he first started in El Salvador, Torres started as a helper in the Koons Ford family, but quickly worked his way up the ladder, becoming a technician in 2004. In the 13 years that Torres has been with Koons Ford, he has found a number of things he enjoys about his position. “Of course I love fixing the cars, but I also love training,” he states. “I try to get everything right with my coworkers. If they need

Hammer & Dolly chats with the WMABA community’s best and brightest.

BY JACQUELYN BAUMAN

If you would like to nominate someone as Technician of the Month, please contact Hammer & Dolly Managing Editor Jacquelyn Bauman at jacquelyn@grecopublishing.com

help, I stop what I’m doing and I help them. I’m social with the people, and there are not many things I can’t do. I’m happy here.” Satisfied in his position, Torres would like to continue where he is for as long as possible. “I would like to keep doing what I’m doing,” he explains. “The more I do, the better I get. I just hope I don’t lose my patience. There are tough parts of the job, like frame repair, especially on big trucks. It’s a challenge, but I like to do it.” Morris was excited to share the Technician of the Month opportunity with Torres for more reasons than just the team member’s outstanding work ethic and desire to take on new tasks. A 27-year veteran of Koons Ford, Morris himself received the Technician of the Month recognition back in the 1980s. “It’s nice to keep things local,” Morris expresses. “Torres is a great worker, and I know there are a lot of great workers like him in the local industry.” H&D

Albert Torres has been a staple in the Koons Ford family for over a decade.

December 2015

RECAP

Outstanding individuals recognized for their efforts.

CIC Awards

November 4, Las Vegas, NV

1. Jeff Silver (CARSTAR Mundelein) was honored with an I-CAR Chairman’s Award.

2. State Farm’s James Losel received the 2015 I-CAR Jeff Silver Award.

3. Gary Wano, Jr. (GW and Son Auto Body, Oklahoma City, OK) received the TenPoint Complete Completely Elite Collision Repair Award.

4. California-based repairer Jaimes Higuera of Caliber Riverside was the recipient of the March Taylor Award for Excellence in Traditional Material Repair.

5. Dave Goldstein of Caliber (center) accepted the 2015 VeriFacts ACE Award for Excellence in Traditional Material Repairs on behalf of Caliber Collision in Gainesville, VA.

6. Jeanne Silver (CARSTAR Mundelein) was inducted into the CIC Hall of Eagles.

7. Marian Rodriguez of CARSTAR Mundelein (Mundelein, IL) received an NABC Excellence in Community Service Award.

8. Car Crafters (Albuquerque, NM) was presented with the 2015 NABC Body Shop Image Award.

9. James Moy (second from right) accepted the 2015 NABC Award of Distinction on behalf of Mid Island Collision (Rockville Centre, NY).

10. DCR Systems accepted the 2015 VeriFacts March Taylor Award for Excellence in Automotive Refinishing on behalf of David Shugart (Mike Johnson's Collision Center in Hickory, NC).

11. This year’s CIECA Outstanding Dedication Award went to Phil Martinez of Mitchell International.

December 2015

THANKS

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December 2015

FEATURE RESOLUTIONS: WHAT ARE YOU

LOOKING FORWARD TO FROM WMABA IN 2016? Winter is officially upon us. As the weather drops and the holiday lights go up, many people take the time to reflect on the year they’ve had and plan for the next 12 months to come. As any active WMABA member knows, the Board of Directors and the association’s supporters are consistently working to improve the state of the automotive repair industry in the Washington Metropolitan area. For the end of this year, Hammer & Dolly reached out to some of our readers and members of the association to find out what projects and initiatives they are most looking forward to from WMABA. One of the most popular answers among respondents was training into the new year. With everything that hit the market in 2015 – from aluminum-intensive vehicles to new parts ordering systems like GM’s MyPriceLink

initiative – shop owners are dealing with a faster rate of industry change than ever before. “One of the biggest things that I see could help us in 2016 is OEM training and certification,” says Anthony Tossounian, manager at National Auto Body in Rockville, MD. “That level of training will help us get away from our dependence on insurance companies, helping us fight back against insurer interference in our daily business.” Kevin Maharaj, owner of D&V Autobody in Sterling, VA, agrees with these sentiments. “We definitely need to work on training and certification,” he expresses. “We don’t have enough outlets aside from I-CAR and a few other training opportunities through manufacturers. Training is a top priority for us. We appreciate that WMABA holds events and meetings, and we would like that to continue

into 2016. Keep holding these events to help us get an edge on the industry and on our competitors.” While a number of shop owners agreed with these comments, some noted that communication should be a major focus of the association come January, especially to address a major concern across all body shops – the Labor Rate. “I think it’s important to get all of the auto body associations across the country talking to each other to do something about the Labor Rate, to make it realistic,” says Joyce Arndt of Ray’s Auto Body in Vienna, VA. “I think that’s by far the biggest issue we’re facing. Whether they work together through legislation to stop insurers from restricting our rights, or whether the shops should do something on their own, it has to be a cross-country issue. It’s the only

MEMBERSHIP: GET YOUR QUARTER BACK

It’s always a good time to get involved with WMABA. If you’re reading this, your first benefit is already being realized: staying up 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 goes. Whether at a tradeshow like SEMA or locally at the state capital testifying at a hearing, your interests 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.

The Playbook

The association is your resource for all things. 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.

December 2015

Locally, we research the 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 voice of the repairer and their customer are heard.

Call the Game

As a member, you decide your personal level of participation. Do you have interest in committees to 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; 2016 can WIN with your commitment to the betterment of your business and your industry. Sign up today! H&D

Find more association updates at www.wmaba.com.

way to get insurance companies to release the Labor Rate so we can operate effectively and fix cars properly and safely.” Whether the communication is national or simply local to the WMABA region, many shop owners agree that it’s the key to creating a change in the Labor Rate in our area. “The Labor Rate should have gone up by now,” adds Fredericksburg-based shop owner Milton Parrish of Parrish Body Shop, Inc. “I’ve been at this for 44 years. I’ve seen how the insurance companies play body shops against each other, promising them things that they won’t ever deliver. I left this area for a time, but when I came back 32 years ago, the difference in mechanical Labor Rates and collision Labor Rates was just two dollars per hour. Now look where we are. It’s causing the industry to kill itself. Why would new talent become body men when they can make so much more being mechanics? The insurance industry has scared us from talking to each other, but we need to. It’s not price fixing; it’s communicating.” While communication is one step towards change, legislation is another factor that

members have noted should be a focus for the coming year. “First and foremost, our shop is looking for legislative efforts on the Labor Rate,” says Luiz Santos of In & Out Auto Body in Rockville, MD. “If you look at Labor Rate surveys, there’s a huge disparity just between here and across the river. I think legislative initiatives are the primary objective we’re looking for from WMABA in 2016.” “It’s amazing to me that we’re still dealing with the Labor Rates being so low,” adds Beau Morris of Mechanicsville, VA shop Collision One, Inc. “If we could get any relief there, it would certainly help.” With such a wide array of issues affecting the automotive repair industry, some members just want WMABA to do their best fixing as much as they can. In the words of Nick Zavolas of Bailey’s Crossroads Auto Body in Bailey’s Crossroads, VA, WMABA should put their efforts towards “all that and more.” WMABA is a member-driven association and is always looking for input from those who

participate. To contribute your ideas or to support the industry in these projects and more, attend a WMABA meeting. For more information, contact Executive Director Jordan Hendler at (804) 789-9649, email her at jordanhendler@ wmaba.com or visit the WMABA website at wmaba.com. H&D

Executive Director’s Thoughts

WMABA members are the most vibrant, successful and vocal repairers in our area. They are quick to give feedback – open and honest – to the association. We are grateful to have such a great group of folks that we can work on getting solutions for! - Jordan Hendler

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December 2015

RECAP

Electronic ordering systems addressed at November 3 gathering.

ELECTRONIC PARTS

PROCUREMENT:

Who Benefits? Electronic parts procurement systems are all the rage in today’s collision repair industry, but which stakeholder gets the most out of this technology? If the CIC Parts & Materials Committee’s November 3 presentation in Las Vegas was any indication, more needs to be done to accurately provide an answer to this ever-controversial question. Appearing as a guest presenter for the Committee, Frank Terlep of Summit eMarketing Sherpas detailed the results of an “exhaustive” survey conducted in 2000 of shops that had implemented electronic parts procurement into their businesses. The project was commissioned by carstation.com, a now-defunct open-standards Internet hub that enabled collision repair facilities to streamline parts purchasing and helped consumers, insurers and other participants in the claims process to locate shops, schedule appointments and access vehicle service information and tools online. At the time of the survey, Terlep served as carstation.com’s vice president of e-business solutions. The carstation.com survey involved 25 shops with annual revenue from $1 million to $10 million, measuring more than 30 procurement steps at the shop level ranging from documenting damage to returning parts. “The average shop at that time was spending over 13 manhours a day managing the parts procurement process,” Terlep explained. “That doesn’t mean one person was working 13 hours; there were 13 man-hours being applied to the parts procurement process.” Additionally, the survey revealed the bottom line savings at the shop level generated by switching to an electronic process from standard parts procurement was $15.67 per day. The biggest areas of improvement for shops identified at the time of the survey included parts labeling, reordering of parts, invoice posting into shop management software and return and credit reconciliation. Fast-forward to 2015, and there are currently 10 electronic parts procurement suppliers/platforms, technology has increased dramatically and tens of millions of dollars have been spent. However, Terlep stressed that there is a lack of tangible information on the benefits of these advancements over the last 15 years. In his mind, the absence of this data presents a critical problem for the field.

December 2015

Frank Terlep (Summit eMarketing Sherpas) challenged the CIC body to gather “real data” on the effect and benefits of electronic parts procurement programs in the industry.

“All the money, all the time, all the effort, all the heartburn, all the bad PR for poor [State Farm spokesman] George [Avery]...where is the benefit?” he asked. “Let me ask the shops, have you benefited from electronic parts procurement today? Yes or no?” A resounding “no!” was heard from the crowd before Terlep added, “I could ask the insurers, ‘Have you benefited from parts procurement,’ [but] I’m probably not going to get an answer.” In Terlep’s mind, it might be time for the CIC body to look into a new study that provides current insight into electronic parts procurement. “This is 15-year-old data,” he said. “My challenge to the industry is, let’s have some real data...Let’s figure out what the benefits are or where the process needs to be improved, and let’s focus on that. “I think that the entity that needs the most help is the entity that has the least amount of power, but the entity that touches more parts than everybody else – and that’s the shops,” he added. In related news, PartsTrader received considerable praise from the Collision Industry Electronic Commerce Association (CIECA), who honored the parts procurement provider during the 2015 CIC Industry Awards on November 4. PartsTrader was named CIECA’s Electronic Commerce Company of the Year, while the company’s technical products manager, Scott Mason, received a CIECA Outstanding Contribution Award. “The Board of Trustees extends [the Electronic Commerce Company of the Year Award] to a company in recognition of [its] outstanding leadership, contribution and dedication [to] furthering CIECA’s mission within the collision industry,” explained CIECA Board member Frank LaViola (Enterprise Rent-A-Car), who noted that PartsTrader was the first company to officially and publicly adopt the BMS Standard “for all transactions originating from a collision repair facility.” H&D

December 2015

MARKETING FEATURE

BUILDING TRUST AND CONFIDENCE WITH A VIDEO TESTIMONIAL - PART 1 Customer testimonials have the power to affect your bottom line. A survey conducted by Dimensional Research found that 90 percent of consumers say positive online reviews influenced their buying decisions.1 As you approach your online marketing, you have to consider the fact that the people who are searching for your business are looking for feedback from customers. In fact, 88 percent of consumers say they trust online reviews as much as personal recommendations.2 These statistics don’t just point to a trend; they give us powerful insight into the fundamental reasons why people use the Internet when they’re looking for the services you offer. They want to know why they should trust your business. They’re seeking out evidence that you’re capable of performing the work they need done, and they don’t just want to hear it from you. Some business owners see online reviews as a source of frustration. Virtually every

company has dealt with a difficult or unreasonable customer, and almost everyone has received at least one bad review. That’s just a part of doing business, and it is sometimes impossible to avoid no matter how good the work is. While it’s necessary to accept that sometimes reviews will be out of your control, the worst thing you can do is discount their validity and ignore the situation. Once you’ve accepted that these bad reviews will occasionally pop up, the best way to counteract them is to drown them out by following these methods:

1. Encourage happy customers to post their positive feedback. Make it a part of your admin process. Give customers a form explaining how to leave a review on Google+ as a part of the documentation you give them. You could even have an iPad in your lobby that your staff could offer to your (happy) customers. If you have someone you know who has had a great

experience, make it as easy as possible to direct him or her to the best review site for your marketing goals. (This is almost always Google+, as those reviews will be the easiest for other consumers to find.) Consumers understand that every business has a few negative reviews. You just want to make sure there are a lot more positive ones.

2. Take your most positive reviews and put them in the spotlight. In the same way that almost everyone has examples of times things just didn’t go the right way with a customer, everyone has examples in which they knocked it out of the park. Take those examples and put them front and center by making them into a video you can put at the top of your homepage. Make it the featured video on your Facebook page and the trailer for your YouTube channel. Use those testimonials as the backbone of your online content. What exactly do I mean by using video as the “backbone” of your content? Any time you’re trying to communicate a message to the motoring public, you should try to back it up with testimonials from your customers. For example, if you’ve made a video advertising the fact that you’re a Volkswagencertified shop, you probably have a voiceover or an interview from one of your certified technicians in which he or she explains the benefits of that certification. You can make that message more effective by bringing in a customer who can vouch for the things you’re saying about yourself. Remember, 88 percent of consumers trust testimonials as much as they trust personal recommendations. That’s powerful. When you use customer statements to back up your marketing messages, you harness this power, making your content more credible and engaging.

Video as Your “Backbone”

Lee Emmons is vice president in charge of AP Media based in Sykesville, MD. His public relations and marketing efforts on behalf of collision repair shops throughout the Mid-Atlantic have gained industry press coverage for those shops in trade publications and local media. He and his agency are certified Google Partners, with certifications in AdWords and in Google’s Video Advertising Advanced Certification. Marketing for auto body shops has become his passion and personal area of expertise. You can visit his company’s website at AbsolutePerfectionMedia.com.

December 2015

Tips and tricks for maximizing your video marketing.

Obviously, the first step in creating a video testimonial is choosing the customer. If you’re going to use this testimonial to back up an important marketing message, make sure you choose a customer whose experience speaks directly to this message. A great approach for a body shop is to speak to a specific capability or certification that you possess. Choose customers who own the right brand of vehicle and ask them to talk about their experience. You’re asking for a significant commitment in time and energy from this customer, so your customer care skills have to be fully engaged throughout this process. Make sure you’re respectful of his or her time, and are understanding to people who might be nervous on camera.

Getting Started

A Testimonial from a Different Angle

Here’s a tip: Not every testimonial has to come from a customer. Sometimes, a business

that partners with you can do a great job vouching for your capabilities. A good example of this is a testimonial from a sponsoring dealership. A dealership can be a great authority when it comes to vouching for your skills with a specific brand of vehicle. They can speak directly to the fact that they refer their customers to your facility because they know the quality of work you do will be up to their standards. WMABA member shop Precision Collision (Northern Virginia) had my company (Absolute Perfection Media) produce a testimonial video from the perspective of the service manager at their partner dealership, Sheehy Volkswagen of Springfield. (The video can be viewed at tinyurl.com/onzhbxc.) This video addresses the dealership’s confidence in Precision Collision’s training and expertise in Volkswagen repair, in addition to the great customer feedback they’ve received from the people they’ve referred. It is now the centerpiece of Precision Collision’s Volkswagen certification page on their website, as well as the featured video on their YouTube channel and Facebook page.

BY LEE EMMONS

Next month, I’ll discuss how to make the right choices when conducting the interview, the pros and cons of using a script and the material you should consider including in conjunction with the interview to ensure the most successful video possible. H&D

1. marketingland.com/survey-customers-more-frustrated-by-howlong-it-takes-to-resolve-a-customer-service-issue-than-theresolution-38756 2. searchengineland.com/88-consumers-trust-online-reviews-muchpersonal-recommendations-195803

Executive Director’s Thoughts Testimonials, as Lee said, are the basis for most customer leads. Why wouldn’t you want to monitor, create, solicit and promote the positive feedback to get even more customers? - Jordan Hendler

December 2015

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December 2015

NATIONAL NEWS OEM SUMMIT TACKLES TECHNOLOGY TRENDS, PROPER REPAIRS

Left to right: Moderator Steve Marks (I-CAR), Oliver Woelfel (Advanced Collision Repair Solutions), Klaus Reitzig (Wielander & Schill Engineering) and Jason Scharton (3M) during “Structural Connectivity – Understanding the Future of Automaker Joining Techniques”

Left to right: Moderator Aaron Clark (Assured Performance), Jake Rodenroth (Collision Diagnostic Services), John Ellis (Ellis & Associates), Eric Mendoza (Toyota Motor Sales) and John Waraniak (SEMA) during “Tech Crunch – The Role of Programming & Diagnostics in Post-Repair Roadworthiness”

Left to right: Moderator Doug Richman (Kaiser Aluminum), Mark Szlachta (General Motors), Mark Allen (Audi of America) and Brandin Benson (Mercedes-Benz, USA) during “The Future of Aluminum in the Automotive Industry”

December 2015

On November 5, automotive leaders from around the globe gathered at the Las Vegas Convention Center for the 2015 OEM Collision Repair Technology Summit. Hosted by the Society of Collision Repair Specialists (SCRS) and held during the 2015 SEMA Show, the allday event offered various insights into the past, present and future of OEM technologies and repair procedures. Organized into four distinct panel discussions, the Summit provided stimulating discussions on a variety of topics from some of the automotive industry’s most noted professionals. Moderated by I-CAR Industry Technical Support Manager Steve Marks, “Structural Connectivity – Understanding the Future of Automaker Joining Techniques” welcomed representatives from Wielander & Schill Engineering, Advanced Collision Repair Solutions and 3M for an engaging review of the advanced structural joining practices being utilized in today’s field. Jason Scharton, business development manager – automotive OEM/collision repair for 3M, noted the escalating use of adhesives in repairs (including on lower-tier vehicles), while Wielander & Schill Chief Engineer/Director Klaus Reitzig was quick to acknowledge the “millions” of selfpiercing rivets currently being used by car manufacturers. With so many changes hitting the industry, the panelists stressed the importance of following OEM requirements to ensure that technicians are performing proper repairs with the proper materials. “The OEM information is more and more important every day,” offered Marks. “Our intuitive repair intellect doesn’t apply. You can’t assume anything anymore.” Of course, following an OEM’s recommendations often means using a specific tool or piece of equipment. Why does a manufacturer require certain equipment rather than take a more general approach to what repairers should use? In Scharton’s mind, it comes down to a difference between hard science and mere guessing.

Major repair topics addressed at SCRS Las Vegas event. “We have to identify something that works,” he said. “When [manufacturers] come up with a recommendation, more often than not it’s because they looked and found [something] and are giving you what they found. “We have to have a recommendation,” he added. “We know this works. It doesn’t mean that nothing else will work, but if [a piece of equipment] is off that list, then how do you know?” Before even beginning a repair, a technician has to first determine what’s actually wrong with the vehicle. Moderated by Aaron Clark (Assured Performance Network), “Tech Crunch – The Role of Programming and Diagnostics in Post-Repair Roadworthiness” examined the role that diagnostic testing plays in repairing automobiles. Jake Rodenroth, director of client services for Collision Diagnostic Services (asTech), likened a repairer taking the time to run a prerepair scan to a medical professional checking a patient’s vitals before moving forward with treatment. This is a critical procedure that a shop needs to either do in-house or sublet – but never ignore. “We don’t know what that damage entails until we measure it,” he said. “How do we measure a diagnostic network without a scan tool?” If repairers are not regularly performing full system scans on the vehicles in the shop, they could be causing irreparable harm to the automobiles in question. It is not uncommon for a car in 2015 to have dozens of sensors that could be negatively impacted by the repair if a technician doesn’t know to look out for them. According to Rodenroth, jobs involving bumper covers and paintless dent repair have among the highest numbers of codes in the industry. A repair that appears correct at first glance could actually cause the disconnection of a backup camera, blind spot detector or another critical safety component. In addition to this possible risk, panelist John Ellis (managing director, Ellis & Associates) observed that there is a lack of genuine standards on how manufacturers apply certain technologies in their vehicles. He warned that this results in “a fractured market” of “fractured codes” where no common ground exists between the OEMs. “While we may all use the same supplier base, we have very specific demands as OEMs to those suppliers so that what we get is unique [to that manufacturer],” he said.

BY JOEL GAUSTEN

Left to right: Moderator Blake Zuidema (ArcelorMittal), Chris Tobie (American Honda Motor Co.), Joe DiDonato (Toyota Motor Sales, USA), John Hughes (FCA) and Robert Hartman (General Motors) during “The Continuing Evolution of Advanced Steels in Automotive Bodies”

Unsurprisingly, a scan tool is also necessary after the repair to ensure that the vehicle has been restored to its full functionality. The days of merely performing a post-repair test drive and light check are over. “You can’t move [the vehicle] around the parking lot and think you’ve got it,” Rodenroth said, later adding, “We’ve got to quit relying on the dashboard light. It just doesn’t tell us enough.” Naturally, no in-depth examination of the OEM repair world would be complete without a strong focus on aluminum. Prior to moderating a panel on “The Future of Aluminum in the Automotive Industry” (with representatives from Mercedes-Benz, Audi of America and General Motors), Doug Richman of Kaiser Aluminum gave a special presentation on how the material is driving innovation within the field. During his overview, he addressed a very persistent industry misconception that has been heard since the introduction of the aluminum-intensive 2015 Ford F-150. “There were some rumors going around that there wasn’t any more aluminum, and that was going to constrain the use of aluminum in the auto industry,” offered Richman, who serves as Kaiser Aluminum’s vice president of engineering and technology. “That couldn’t be further from the truth...The Ford program consumes about 1 billion pounds of aluminum a year; we make 25 billion pounds a year.” The OEM Summit concluded with a panel discussion on “The Continuing Evolution of Advanced Steels in Automotive Bodies,” moderated by Dr. Blake Zuidema of ArcelorMiddal (the world’s largest producer of steel) and featuring participants from FCA, General

Motors, American Honda Motor Co. and Toyota Motor Sales, USA. The talk offered views into some of the biggest issues involving the continued use of steel in automobiles. For one thing, most developed nations are strengthening their fuel economy and carbon dioxide standards. This has led to an interesting era for automakers, who now have to contend with what Zuidema called “two basically competing goals.” “To make cars get better fuel economy, you’ve got to make them lighter,” he said. “To make them safer, we’ve got to put more material in and make them heavier.” Later in the discussion, the panel tackled common industry concerns surrounding salvage and aftermarket products during the repair process. “We don’t know where that [salvaged] part’s been,” offered American Honda Co. Instructional Designer Chris Tobie on the subject of used parts. “We have no idea where that part came off of. Has it been in a wreck before? Was it up in the Salt Belt? All those things are going to affect the integrity of that part’s future.” Robert Hartman of General Motors cautioned that the use of aftermarket parts could have a negative impact on the repair of a GM vehicle. He also noted that his company doesn’t see a lot of duplication of hard structural parts, but added that “there’s obviously [aftermarket] fenders, bumpers [and] hoods” that can also affect a vehicle’s crashworthiness in a subsequent collision. For information on upcoming SCRS-hosted events (including the annual Repairer Roundtable on April 20 at the DoubleTree by Hilton SeaTac in Seattle), visit scrs.com. H&D

December 2015

SEMA FEATURE

Roy Fordyce of O'Donnell Collision Repairs (Catonsville, MD) meets with Jay Leno at the BASF booth

Spotted at SEMA: TV host Guy Fieri and his son Hunter checking out House of Kolor

2015:

THE PLACE TO BE On November 3-6, more than 170,000 automotive enthusiasts and professionals from the United States and beyond hit the Las Vegas Convention Center for the 2015 SEMA Show. As anyone who attended this event knows, nothing – not even a surprise hail storm on November 4 – could take away from the magic the Show produced. For the sixth year, the Society of Collision Repair Specialists (SCRS) worked with SEMA organizers to bring in both high-quality vendors and unmatched educational opportunities for the collision repair industry. This year’s efforts resulted in the greatest exhibitor response and pre-registration numbers yet. “I think SEMA and SCRS are successful because they’re two organizations that both define our successes by the experiences that our attendees have,” offers SCRS Executive

December 2015

Director Aaron Schulenburg. “We really put that attendee experience at the center of what drives the work we’re doing. I think it comes through in the programming, the Show and the way the process works and how it feels when you’re there.” Speaking from her company’s impressive booth in Central Hall, BASF Automotive Refinish Marketing Services Manager Tina Nelles had a fantastic time at the Convention Center. “This has been a really good week for BASF,” she said. “We had several different activities to expand our presence at SEMA. In addition to having our main BASF booth in Central Hall, we added a smaller booth in the Collision Repair section that focused on our value-added tools and services. We also partnered with Custom Upfits in the outdoor booth to perform spray demos. It has been an

extremely busy week with a lot of excitement from all directions, allowing us a great deal of exposure. Our guests at the booth included Jay Leno, Chip Foose and Richard Petty; everyone had a lot of good conversations and a great time interacting with one another. We’re looking forward to seeing the positive results from our participation in this year’s Show.” (Leno, Foose and Petty weren’t the only big names to take in SEMA. Other celebs spotted throughout the week include Social Distortion singer/guitarist Mike Ness, pro skateboarder Tony Hawk and TV personality Guy Fieri). American Honda Motor Co. was another nationally recognized vendor that enjoyed four successful days at SEMA.

2015 marks a record year for the industry’s largest national show.

2015 HIGHLIGHTS

Chris “Hawk” Wallingford REALLY likes SEMA.

Instructor Shawn Collins (right) presenting "Live with 3M: 2015 F-150 Door Skin Replacement” “It was a great show,” shared Gary Ledoux, Honda’s assistant national manager of collision parts marketing, on SEMA 2015’s final day. “The first couple of days were just phenomenal — we were slammed both days from bell to bell. The third day was good, and today we’re just starting out but it’s been great. I don’t know what the total number of people was that came here; I don’t know the official number, but it’s got to be a new record. It’s been wall-to-wall people.” Not surprisingly, SEMA also attracted vendors directly involved in the WMABA region. “This has been the best SEMA Show yet for us,” noted Joseph Kenny, II of Safety Regulations. “The Collision Repair and Refinish section is growing by leaps and bounds each year. It’s such a good thing. We keep coming back because there is just so much support – SEMA is just an awesome organization to work with. Every year, we do the

2015 HIGHLIGHTS

pre-Show meeting and always get tips on how to exhibit and booth placement, and they just bend over backwards for the exhibitors to make it a satisfying experience. “We used our appearance this year to talk to people about changes in ‘Right to Know’ regulations and GHS [the Globally Harmonized System of Classification and Labelling of Chemicals], and it’s been well received by attendees,” he adds. “We’ve also been trying to promote our Hawaii business, which is working out well. This is the perfect place for it, since we get to meet with people from all over the world this week.” Pat O’Neill, owner and operator of Chesapeake Automotive Equipment, sees a benefit in attending SEMA each year. “It gives me a chance to meet with customers away from their businesses and meet customers I may not know,” he tells Hammer & Dolly. “We also get to see changes and improvements in some of the equipment, along with new models of equipment from the manufacturers we work with.” With so many people hitting SEMA 2015, it made sense that many vendors stepped up their game in the quality of their booths. PPG's extraordinary Mardi Gras-themed display was just one example of the eye candy found on the floor. While SEMA offers a world of action across the main floor, SCRS presented a slew of special events and activities that gave collision repair industry attendees a chance to experience even more. The OEM Collision Repair Technology Summit (see page 32) continued to be a crowd favorite, while the November 5 Repairer Driven Education (RDE) Sky Villa After-party allowed hundreds of guests a rare opportunity to relax in one of the city’s most opulent locations. Other industryrelated events held during the week included the Collision Industry Conference on November 3 and 4 (see pages 20 and 24) and an AASP National Meeting on November 4. Always looking for an inside peek into new developments in his profession, former WMABA president and current SCRS Board member Mark Boudreau received considerable value from the OEM Summit. “There was an entire day of vehicle and December 2015

material manufacturers discussing the coming trends in steel, aluminum and joining technologies,” he says. “[There was] information as well with regard to on-board diagnostics and making sure all modules are reset and information is transferred...To me, all of those things added the greatest value in terms of the landscape of what requirements will be needed for the collision repairers of the future.” In meeting rooms through the Convention Center’s North Hall, SEMA collision repair attendees had an opportunity to take in dozens

December 2015

of RDE courses. This year’s extensive list of presenters included Hammer & Dolly Technical Writer Larry Montanez (“Aluminum Damage Analysis and Joining Methods,” “Post-Repair Inspections”), Tim Ronak of AkzoNobel (“Getting Paid for Investing in Facility, Equipment & Training”), California-based instructor Toby Chess (“Welding Technologies – A Comprehensive Tutorial on Modern Equipment,” “Repair Planning Considerations for Welding Components”) and WMABA mainstay Mike Anderson (“Business Financials: Balance Sheets,

Income Statements and Cash Flow”), among many others. In building this year’s RDE schedule, SCRS succeeded in creating classes that would resonate long after SEMA wrapped up for another 12 months. “When we’re developing our curriculum for the year, we emphasize to the people we’re working with in the industry – who are potentially going to be delivering it – that we are going to put an emphasis on new, unique content,” Schulenburg says. “We want somebody who’s going to come to SEMA to go, ‘Wow! I’m getting something that I couldn’t have received anywhere else,’ but it also helps the industry throughout the year. We want to be able to turn around to our affiliate associations – who are constantly looking for new content and material – and be able to say, ‘Here is something that was uniquely featured at the SEMA Show that you can bring to your local market as well after the fact.’ If we can continue to develop new programs at the Show, that means we can also turn around and give new suggestions to our affiliates post-Show.” “[In the RDE sessions], you see the independent that is sitting next to the big MSO and the independent is saying, ‘How can I be better to compete with that MSO?’ At the same time, the MSO is saying, ‘I have to get better to compete with the independents next to me,’” adds Dave Gruskos, president of Reliable Automotive Equipment, Inc. and RDE presenter (“Removing, Replacing and Joining Advanced Materials”). “We saw them all in the room – the MSOs, the independents, the car companies, traders, everyone. And they all came out of the sessions equally saying, ‘This was great. We really got something out of this.’ There truly is something here for everyone. It’s not just for the specialized expert. You have to be here.” Boudreau was one of many shop owners who walked away from the RDE series impressed and inspired. “SCRS did a fantastic job of making sure that the training that was made available was relevant to shop owners in improving the managerial, technical and strategic capabilities of the individual shop owner and the MSOs as well,” he says.

I-CAR also had a substantial presence at this year’s SEMA, delivering a full slate of classes to attendees over all four days. This training brought out some the finest instructors in the field, was structured around the individual’s role as a collision industry professional and helped each attendee achieve the knowledge required to advance in the auto repair trade. In addition to helping already-established repair professionals succeed, SEMA 2015 provided the backdrop to some of the greatest support ever given to the American vocational school scene. On November 3, the Collision Repair Education Foundation (CREF) awarded special grants to a number of schools that applied for funds and assistance. The Foundation’s efforts hit home this year, with Tidewater Community College (Chesapeake, VA) receiving a $5,500 GEICO Grant. With former WMABA President Clark Plucinski serving as executive director, CREF is a not-for-profit organization dedicated to securing donations that support philanthropic and collision repair education activities that promote and enhance career opportunities in the industry. (More information is available at Collision EducationFoundation.org.) With the energy produced by this unforgettable event still being felt throughout the industry, it is clear that automotive professionals from around the world get a genuine thrill by being part of the largest event of its kind in the United States. “You can’t get that anywhere else,” Schulenburg says. “Coming out of your business and going to an environment that feels that way is going to give you positive results and a really positive and unique experience.” H&D

Executive Director’s Thoughts SEMA is hands down the place every repairer should strive to be when November hits the calendar. Make it a priority to make it there next year. Book at semashow.com for November 1-4, 2016. - Jordan Hendler

December 2015

PHONE: 732-495-7900 FAX: 732-495-7904 E-MAIL: bill@rae1.com www.raeservice.com VISIT US ON FACEBOOK www.facebook.com/ReliableAutomotiveEquipment

December 2015

Don Beaver

(443) 539-4200 ext. 17061 Dbeaver@antwerpenauto.com

PRESIDENT’S

MESSAGE NOT GOING GENTLY...

I have always liked the saying that the goal in life is to not “go gentle into that good night.” In the end, the objective is to come fishtailing in — battered, torn, exhausted and screaming, “Wow, what a ride!” For the last two years, I have had the honor and privilege of being the president of WMABA. “Wow, what a ride!” I became president through a long transition from being secretary, treasurer and vice president. Having been on the WMABA Board for many years, I have witnessed sooooo many changes in our industry — many for the good (making a difference for the better), and many not so much. But what never changed through these many years was the support and dedication of our membership and the WMABA Board of Directors.

I would like to thank each and every one of you. It truly has been a privilege and an honor! The next message on this page in the January issue will be coming from our newly elected president, so I will leave you with this: If you really are tired of the current direction of our industry, do something about it. I challenge each and every one of you to get to these meetings, get involved, stop giving concessions, quit cutting corners for fear of losing a DRP, do complete and proper repairs and, most importantly, get paid for what you do. I have received many calls from disgusted shop owners and managers, and the common theme is, “What can I do?” Like I have said in many messages before, progress starts with changes in your shop and your way of thinking. (P.S.: Thank you to everyone at TGP who has kept my foot out of my mouth with their edits.)

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: __________________________________ 44

December 2015

In Memoriam

On October 13, the Fort Washington Auto Body family suffered a devastating loss. Cortez Lamont Clark was found murdered after being missing for three days. Clark had been with the Oxon Hill, MD shop for a little over seven years as a B-tech painter’s helper. “Cortez was an awesome dude,” says Laura Gay, past owner of Fort Washington Auto Body. “He had an infectious laugh and infectious smile. He lit up the entire shop and was the glue that held us all together. He was the problem solver. He was so very sweet and kind – it’s a tremendous loss. There was so much potential; when we gave him opportunities, he seized every one and wouldn’t leave the shop until every job was done 110 percent. I can’t

wrap my head around what happened to him, or why.” On November 2, John David Allen was arrested for the alleged murder of Clark. At the time this issue went to press, Allen was being held for second degree murder while armed without bail, and three additional arrests were forthcoming for the remaining accomplices. Allen's next court date is set for December 11. Cortez Lamont Clark was only 32 years old at the time of his passing. He was a vital member of the Fort Washington Auto Body family and will be remembered fondly by all of those who knew him. WMABA and Hammer & Dolly offer our deepest condolences. H&D

CORTEZ LAMONT CLARK

December 2015

THOMAS GRECO PUBLISHING Launches Redesigned Website

Networking.

Education.

Thomas Greco Publishing, Inc. (TGP), the publishers behind Hammer & Dolly (as well as New Jersey Automotive, New England Automotive Report, AASP-MN News, Wisconsin Automotive News and the NORTHEAST® Conference Journal), recently unveiled a new, completely redesigned website. The fresh new design of grecopublishing.com features a multitude of updates, including a refreshed interface with a modern aesthetic, an easily navigable archive of old and new titles, information about their numerous services and more.

Innovation.

Technology.

IT’S ALL HERE. AASP/NJ’s

March 18, 19, 20, 2016 Meadowlands Exposition Center Secaucus, NJ

www.aaspnjnortheast.com 48

December 2015

“Like the associations we partner with [AASP/NJ, AASP/MA, WMABA, AASP-MN and WACTAL], our company is always looking for ways to evolve and advance the industries we serve,” says Thomas Greco, founder and president of TGP. “By creating a website that is full of educational, informative and entertaining content that is easy to navigate on every platform, we feel we are well prepared for the ever-changing technical advancements the future brings.” Thomas Greco Publishing, Inc. has been serving the automotive repair industry through regional, trade associationspecific magazine publishing, advertising, trade show management and administrative services for over 25 years. To view the newly revamped website and to learn more about TGP or the NORTHEAST 2016 Automotive Services Show, visit grecopublishing.com. H&D

December 2015

ADVERTISERS’ INDEX Air-Tech Products ................................14 Alexandria Toyota ................................50 All Foreign Used Auto..........................39 AP Media ............................................29

Audi Group ..........................................13

Audi Silver Spring ................................IBC

Axalta Coating Systems ......................OBC

BMW Group ........................................26-27 BMW of Silver Spring ..........................IBC BMW of Fairfax....................................3

CAPA ..................................................8

Chesapeake Automotive Equipment ..39

Empire Auto Parts................................41 Ford Group ..........................................17 Future Cure ........................................40

GM Parts Group ..................................25 Hendrick Honda ..................................14

Honda Group ......................................45 Hyundai Group ....................................30

Koons Ford ..........................................47 Malloy Auto Group ..............................7

Mazda Group ......................................49 MINI Group ..........................................19 Mitsubishi Group..................................31 Mopar Group ........................................15

Nissan Group ......................................43

Northeast® 2016 ..................................48 NuCar ..................................................11

O’Donnell Honda ................................41 Packer Norris Parts ............................4

Porsche Group ....................................9

Porsche Silver Spring ..........................IBC PPG ....................................................IFC Reliable Auto Equipment ....................42

Safety Regulations ..............................50 Subaru Group ......................................35

Toyota Group ......................................34 VW Group............................................46

December 2015