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December 2017 Volume 11, No. 12 $5.95 www.wmaba.com
www.grecopublishing.com
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December 2017
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CONTENTS December 2017
28 COVER STORY EDUCATION & EXCITEMENT: A SEMA 2017 RECAP
Another incredible year in Las Vegas. BY KRISTEN DALLI AND JOEL GAUSTEN On the cover, clockwise from top left: Todd Tracy, 2017 CREF Collision Student of the Year Rosalinda Pop-Pablo, Kye Yeung and Mike Anderson
LOCAL NEWS BY KRISTEN DALLI 18
TRUTH AT YOUR FINGERTIPS: WMABA LABOR RATE SURVEY NOW OPEN Gathering REAL information your market.
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DEPARTMENTS
WMABA HOSTS FIRST TOWN HALL MEETING IN WEST VIRGINIA WMABA’s new state affiliate takes shape.
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CIC RECAP 24
What the manufacturer says goes. BY JOEL GAUSTEN
OEM PROCEDURES DRIVE CIC DISCUSSIONS
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NATIONAL NEWS 26
A hard look at where the industry is going. BY JOEL GAUSTEN
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TECHNOLOGY AND LIABILITY COLLIDE AT OEM SUMMIT
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SEMA RECAP 34 37
Top auto educators speak out. BY JOEL GAUSTEN & KRISTEN DALLI
REPAIRER DRIVEN EDUCATION HITS SEMA
A local legend scores. BY JOEL GAUSTEN
MIKE ANDERSON BRINGS BEST PRACTICES TO SEMA
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Calendar of Events Editor’s Message JOEL GAUSTEN
Executive Director’s Message JORDAN HENDLER WMABA Sponsorship Page
What’s WMABA Up To?
WMABA Membership Application
WMABA Annual Meeting Information Meet the Board
President’s Message MARK SCHAECH, JR.
WMABA Board of Directors
Advertisers’ Index
Stock Images © www.istockphoto.com
December 2017
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Industry training opportunities and don't-miss events.
CALENDAR OF
EVENTS CLASS LISTINGS December 5, 2017
HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY TCC Regional Automotive Center, Chesapeake, VA VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW Center Service Auto Body, Morgantown, WV
January 11, 2018
Annual WMABA Membership Dinn er Meeting Time: 6:30pm - 8:30pm The annual dinner meeting of the asso ciation, for updating the industry of the 2018 initia tives and to get together for elections. Location: McCormick & Schmick’s Harborside 145 National Plaza National Harbor, MD 20745 For more information, see page 15
December 6, 2017
REPLACEMENT OF STEEL UNITIZED STRUCTURES FinishMaster (formerly Refinish Solutions), Springfield, VA STEERING & SUSPENSION DAMAGE ANALYSIS Waldorf Toyota, Waldorf, MD
December 7, 2017
ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS TCC Regional Automotive Center, Chesapeake, VA STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Alexandria Training Center, Alexandria, VA UNDERSTANDING THE CYCLE TIME PROCESS Criswell Collision Center, Annapolis, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Caliber Collision Center – Randallstown, Randallstown, MD
December 11, 2017
HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY FinishMaster (formerly Refinish Solutions), Springfield, VA
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December 12, 2017
WELDED & ADHESIVELY BONDED PANEL REPLACEMENT TCC Regional Automotive Center, Chesapeake, VA STRUCTURAL STRAIGHTENING STEEL Jones Junction Body Shop, Bel Air, MD
December 13, 2017
SQUEEZE-TYPE RESISTANCE SPOT WELDING FinishMaster (formerly Refinish Solutions), Springfield, VA
December 14, 2017
STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR TCC Regional Automotive Center, Chesapeake, VA STRUCTURAL STRAIGHTENING STEEL Frederick Co. Career & Tech, Frederick, MD HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Criswell Collision Center, Annapolis, MD
December 19, 2017
CORROSION PROTECTION TCC Regional Automotive Center, Chesapeake, VA
December 21, 2017
ADHESIVE BONDING Criswell Collision Center, Annapolis, MD SQUEEZE-TYPE RESISTANCE SPOT WELDING Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD
December 27, 2017
PLASTIC & COMPOSITE REPAIR FinishMaster (formerly Refinish Solutions), Springfield, VA
December 28, 2017
THE ART & SCIENCE OF ESTIMATOR INTERACTIONS Criswell Collision Center, Annapolis, MD HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Keystone – Linthicum, Linthicum, MD
www.i-car.com or (800) 422-7872 for info
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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards. In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it. For Genuine Honda parts, contact these Authorized Honda dealers. Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com
Honda of Tysons Corner 1580 Spring Hill Rd. Vienna, VA 22182 Direct: 703-749-6652 FAX: 703-821-4229 www.hondatysonscorner.com E-mail: sebastian.venegas@hondaoftysonscorner.com
Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: bmorgan@drivemiller.com
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Joel Gausten
EDITOR’S
(973) 600-9288 joel@grecopublishing.com
MESSAGE THE HUMAN FACTOR
I was driving down the highway the other day and passed something that left an impression on me. Off to the side were two cars that had been involved in a rear-end collision. By the car in the rear stood a girl in her teens frantically typing on her cellphone as tears ran down her face. It was clear by the way she was dressed that she had been on her way to somewhere special. A few feet away stood the woman who had been hit from behind. I couldn’t hear what she was saying, but it was clear that she was upset and yelling at the girl. Nobody ever wants to be in an accident, and the emotions displayed by these two people illustrate what goes through our minds when these unfortunate incidents take place. Now, picture either of these people walking into your shop on a Monday morning when things are the most hectic for you. Will your staff take the time to empathize with the situation and provide either of these women true peace of mind? Does your facility have the culture in place to ensure that everyone who uses your services are made to feel as comfortable as possible? Your days are often filled with stressful thoughts of cycle time and insurance negotiations, but your customers’ days are fraught with fear, shock and various kinds of emotional distress. It is far too easy – and WMABA OFFICERS
PRESIDENT
VICE PRESIDENT
TREASURER
SECRETARY
IMMEDIATE PAST PRESIDENT
Mark Schaech, Jr. mark@marksbodyshop.com 410-358-5155 Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928 Phil Rice phil@ricewoods.com 540-846-6617 Don Beaver don.beaver3551@gmail.com 443-235-6668
BOARD OF DIRECTORS
Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barbara Chase (barbara@siskautobody.com) 301-855-5525 Ben Gibson (bgibson@harrisonbodyworks.com) 804-355-8151
ADMINISTRATION
Steven Krieps (srkrieps@live.com) 304-755-1146 Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Bill Hawkins (whawkins@mybmwannapolis.com) 410-349-2578 Danny Szarka (dszarka@mileone.com) 410-525-1000
EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116
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completely understandable – for shops to get bogged down in the hassles common of this profession and lose sight of who and what they are – professional facilities that hopefully make a very bad situation a little easier. You’re not only making vehicles whole in your business; you’re doing the same thing with every person who depends on you to provide a proper repair using the correct parts, equipment and procedures. Please keep this in mind when your next customer calls or walks in your place. H&D
December 2017
STAFF
PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR
OFFICE MANAGER
Thomas Greco thomas@grecopublishing.com
Alicia Figurelli alicia@grecopublishing.com
Joel Gausten joel@grecopublishing.com
Lea Velocci lea@grecopublishing.com
Kristen Dalli kristen@grecopublishing.com
Donna Greco donna@grecopublishing.com
PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2017 Thomas Greco Publishing, Inc.
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Audi dealers strive to make you an Audi Genuine Parts fan •
Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.
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Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.
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Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.
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Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers. No other supplier comes close.
Helping you do business is our business. Order Audi Genuine Parts from these select dealers. Audi Arlington 3200 Columbia Pike Alexandria, VA 22204 703.739.7490 Fax: 703.684.8420
Audi Bethesda 5206 River Road Bethesda, MD 20816 Parts Direct: 240.762.5636 Parts Fax: 301.718.1847 www.audibethesda.com
Rockville Audi 1125 Rockville Pike Rockville, MD 20852 Parts Direct: 301.296.2870 Parts Fax: 301.762.5055 www.rockville-audi.com
Audi Owings Mills 9804 Reisterstown Road Owings Mills, MD 21117 Parts: 877-411-6825 Parts Fax: 410-372-3380 www.audiowingsmills.com
Audi Annapolis 1833 West Street Annapolis, MD 21401 Parts Direct: 443.482.3280 Parts Fax: 443.482.3281 www.audiannapolis.com
Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com
Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929 Fax: 301.890.3748 www.audisilverspringparts.com
Audi Virginia Beach 2865 Virginia Beach Boulevard Virginia Beach, VA 23452 Toll Free: 800.277.2122 Parts Direct: 757.687.3483 Fax: 757.687.3490 www.checkeredflag.com
December 2017
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EXECUTIVE DIRECTOR’S
MESSAGE
Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
Todd Tracy Spells It Out: 11 Steps to NOT Being John Eagle
I think I have your New Year’s resolution: A “handbook” by Todd Tracy, the attorney who won the $42M case against John Eagle for improper repair. To say that he’s a flamboyant speaker doesn’t even give you an inkling of the experience it was to be in the room when he spoke at SCRS’ Repairer Driven Education at SEMA. With a sailor’s vocabulary, he quite effectively articulated the systematic method in which he kicked out any leg of defense the repairer had for using an alternative method to the OEM procedure. That said, he also wants “to help” the collision repairers, like his friends in the room, who want to sleep at night. He outlined a very specific list as to not end up in court over the same things John Eagle and their manager did. The deposition showed how he cuts through the arguments many repairers use every day.
Always follow OEM repair specifications. Always follow I-CAR. Never forget who your customer is. If there are no OEM repair specifications, research how to make the repairs, keep records and keep the customer informed. Never over-promise what you can deliver. If your shop makes repairs, report the repairs and keep records. NEVER put profits over customers’ safety. NEVER admit you’re letting insurance companies dictate how you repair vehicles. Tell your customer in writing what the insurance company is doing, that you recommend against it because the vehicle will not be as safe in the event of an accident and that their family or a future owner of the vehicle can be seriously injured or killed. Then, have your customer sign off on your shop performing the insurance company’s repair so that you can CYA (cover your a**). Be a HERO and STAND UP to the insurance companies and tell them and your customer in writing that the insurance company’s approved repairs violate OEM repair specifications and will cause serious injury or death to your customer or any future owner of this vehicle if an accident occurs in the future and that you will not repair the vehicle knowing you are placing someone’s life at risk. Be a HERO and STAND UP to the insurance companies and tell them and your customer in writing that the insurance company’s approved repairs violate OEM repair specifications and will cause serious injury or death to your customer or any future owner of the vehicle if an accident occurs in the future and that you will perform the work required by the OEM, take what the insurance company pays and then sue the insurance company for the difference.
Number five is the one I’d like to draw attention to, because he covered it several ways during his presentation. The website for John Eagle said, “…our goal is to achieve ‘better than new.’ We consider anything less ‘not good enough.’”. Also on their website, they said they would “…restore the vehicle to its condition prior to the incident that caused the damage.” Tracy feels this is a gross negligence on the part of the shop and “asking” for them to get a lawsuit. Don’t make claims on your website that cannot be upheld for every repair, every time and in court. He suggests being vague so as not to selfincriminate. “Everyone else is doing it” is not the leg you want to stand on if improper repairs harm someone – especially so if OEM repair procedures exist to the contrary. After this groundbreaking case, every lawyer in America will jump at your failure like a wolf; you will be torn to shreds. I said it last month, and I say it again now: No insurance company representative will be helping you in court. They will not assist in your defense; you will be on your own. With the advancements in vehicle complexity, if you are not willing to make the way for your shop to stay on the forefront with tooling and training, with a culture of proper repair procedures, then I highly recommend your New Year’s resolution be to prepare your business for sale. Either option is a choice, and one that can and should be made with gusto. Both are a sound business decision and should not be made emotionally – though if you saw the injuries to the couple in the Honda Fit, you’d feel quite emotional, I assure you. This is a hard time for our industry, and Todd Tracy lit it up with a spotlight. These hard decisions cannot be put off – for the good of your business and your family. It all boils down to documentation, open dialogue and having moral ground to stand on. For 2018, may the 11 steps be something you consider for yourself and your customers.
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective. 12
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WMABA THANKS
YOU WMABA thanks their generous supporters of the
LEVEL 1
Corporate Sponsor Program for 2017!
We encourage YOUR SUPPORT of those who SUPPORT US! For more information about the sponsorship program, please contact Executive Director Jordan Hendler at (804) 789-9649 or email jordanhendler@wmaba.com
www.wmaba.com
LEVEL 2 Automotive Training Institute Certified Automotive Parts Association FinishMaster Mid-Atlantic Paint & Supply National Coatings and Supplies WheelsOnsite
December 2017
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Find more association updates at www.wmaba.com.
WHAT’S UP TO? WMABA MEMBERSHIP: THE UN-SECRET PLAYBOOK It’s always a good time to get involved in WMABA. If you’re reading this, your first benefit is already being realized: Staying up to date on the news in our area and beyond.
Get Your Team Jersey Supporting WMABA is an investment in the future of your business and your industry. By becoming a member, you are represented in all the places the Board or executive director go. Whether at a trade show like SEMA, assisting with the SCRS OEM Technology Summit regarding certified repairs or locally at the state capitol meeting legislators or testifying at a hearing, your interests and the interests of all repairers are at the forefront. Though repairers often feel competitive, the association is a place for camaraderie and community. Here, we’re all on the same team. Get Educated WMABA offers issue-specific, topic-driven education throughout the year. Participation in special events and local meetings, such as the Audi Training Center-hosted seminar and tour, offers your business the best in opportunities to advance your understanding of changes within our industry.
JOIN TODAY!
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The Playbook The association is your resource for all things related to your business. Whether you have a question about current Labor Rate data, operations, customer interaction, insurer relationships, vendor products or national news, your association is the place to ask first. Through our relationships nationally, we can even take issues to the forefront of places such as the Society of Collision Repair Specialists, Collision Industry Conference or national contacts for insurers and vendors. Locally, we research governmental regulations and oversight to make sure the repair industry is protected from any negative legislation. Represented in both Virginia and Maryland, WMABA proposes and opposes recommended bills that come into the legislature during open session. Also, we work with consumer-related entities, government agencies and other related industry organizations to ensure that the voices of the repairer and their customer are heard. Many repairers take advantage of the knowledge and community the association has for navigating situations that arise. A simple phone call or email can circumvent many issues our members encounter.
Call the Game As a member, you decide your personal level of participation. Do you have interest in committees that address particular issues you feel passionately about? Would you want to be a Board member and assist in guiding the direction of the association? How about sitting on the sidelines so you can focus on your own business? All answers can be correct! While WMABA would like to encourage your spirit of volunteerism, it is solely up to you at what level you get involved. The minimum is getting your membership. This year can WIN with your commitment to the betterment of your business and your industry. Sign up today! H&D
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ANNUAL DINNER MEETING WMABA’s Annual Dinner will be an election meeting, membership update and state of the industry address from Executive Director Jordan Hendler. Thursday, January 11, 2018 6:30pm to 8:30pm McCormick & Schmick’s Harborside 145 National Plaza National Harbor, MD 20745 Member $55 / Non-Member $95
Register online at www.wmaba.com Registration is required for this event. Dinner is included in your registration.
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Superior service starts with superior parts. Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life. Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you
Contact these Mazda dealers for all your parts needs: Brown’s Fairfax Mazda 10570 Lee Hwy. Fairfax, VA 22030 Toll Free: 800-234-8642 Phone: 703-385-3994 Fax: 703-591-5348
Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135
Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com
Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264
Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com
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www.fitzmall.com
December 2017
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Getting to know the industry pros who work on your behalf.
MEET THE
BOARD BY KRISTEN DALLI
STEVE KRIEPS
With WMABA now stronger than ever thanks to the recent addition of West Virginia as a member state, the association’s newly expanded direction will be achieved in large part thanks to the dedication and support of new Board member and West Virginia industry representative Steve Krieps. Although Krieps has spent more than a decade in the collision repair industry, working in the auto body world was far from the 2006 WyoTech graduate’s first choice for a career. “I excelled at computer networking and computer science, and I was always really good with technology. I started at West Virginia State University in computer science; I did that for a few semesters, but I really loved working on cars with my buddies as a mechanic. When I got the opportunity to go to WyoTech, I wanted to try out auto body as a challenge because I was already proficient as a mechanic.” Kriep’s initial love of automobiles (especially imports and classic restorations) was fostered in childhood, when he would work on cars with his dad. Once he knew it was truly the profession for him, he took a job as a tech at Greg Cline Automotive in Winfield. Nearly four years ago, he was promoted to shop/parts manager. “I’m a man of many hats! We’re a small independent, so whatever I need to be at the time to make something happen is what I need to be.”
Steve Krieps is among the West Virginia repair pros to recently join WMABA.
As discussed in last month’s cover story (“Greater Numbers, Stronger Goals: West Virginia Joins WMABA,” November 2017), Krieps is thrilled to have an opportunity to work with his fellow West Virginia WMABA members and the Board of Directors in addressing the region’s most pressing industry concerns. With the recent verdict in the John Eagle Collision case still a hot topic throughout the country, he is adamant that shops need to follow OEMrecommended procedures more than ever before. “The biggest thing that’s starting to bother me – and which is forcing a lot of good techs out of our industry – is the issue of liability. On one side, you have the law that states that technicians and shops can be held accountable for the repairs they do. I’m not saying they shouldn’t be by any stretch of the imagination. But on the other side, the reality of the situation day in and day out is we have insurance adjusters come and hold the pocketbook even if they can’t legally dictate a repair. They use the power of the purse to leverage consumers and shops into doing their will. They’ll deny it up and down and say that’s not the way it works. But at the end of the day, if the proper part for a car costs $1,000 but they find another part – even though it’s not proper – that costs $600, then that’s the most they’re going to pay out.” Above all, Krieps is committed to assisting WMABA in strengthening the association’s outreach to the motoring public. “Consumer education is incredibly important to me. I look forward to getting together with local representatives for conversations on some of the issues from our end.” In his mind, helping vehicle owners weather the storm is a priority. “The average consumer may not understand the auto insurance claims-handling process and their rights. We need to inform consumers of the processes and procedures that are required to properly repair their vehicles. We, as repairers, are the professionals who shoulder the responsibility of the consumers’ safety in regards to repairs. Shops should have the knowledge to answer the why’s and explain that there may be out-of-pocket costs. Armed with all the proper information, consumers would be able to properly mitigate these costs. Today’s vehicles are far too complex to be repaired simply based on dollar amounts. They need to be repaired to the specifications of the engineers and designers who created them – not policy writers or repair concepts of the past. As consumers, we pay for vehicles and insurance policies with our hard-earned dollars; we deserve things to be fair, proper and safe.” While current conditions in the industry are far from perfect, Steve Krieps and the other West Virginia members who recently joined WMABA have added a spirit of cooperation and enthusiasm that will surely guide the association to a brighter and more profitable future. H&D
December 2017
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LOCAL
NEWS
Member participation needed.
BY KRISTEN DALLI
TRUTH AT YOUR FINGERTIPS: WMABA Labor Rate Survey Now Open The 2017-2018 WMABA Labor Rate Survey can be taken online at wmaba.com/labor-rate-survey or surveymonkey.com/r/wmabalaborratesurvey. The results of the project will be featured in an upcoming issue of Hammer & Dolly. If you have questions or require additional information, please contact Jordan Hendler at (804) 789-9649 or jordanhendler@wmaba.com.
Last month in Hammer & Dolly, WMABA announced the launch of its Sixth Annual Labor Rate Survey – an opportunity for member shops to provide insights into true market data in the region. As the association gears up for the latest installment of the Survey, it’s important to emphasize the countless benefits WMABA members earn by participating. With WMABA’s continued efforts to better the industry for the territories it serves, the Labor Rate Survey is perhaps the most effective way of completing that goal. The Survey keeps shops’ anonymity while also providing members with accurate data in a variety of areas, highlighting the positives and determining what requires further attention. One of the biggest takeaways for both WMABA and its members is the valuable insights the Labor Rate Survey provides. Based on results from last year’s Survey alone, facilities in the Virginia Beach area noted an increase in their average frame Labor Rates. Area shops reported a 7.19 percent increase from $55.35 in 2015 to $59.23 in 2016. This same area also saw a nearly 11 percent increase in average outside storage, from $32.78 to $36.36. Though general questions about the Labor Rate and insurance company relations offer a unique view into the collision repair industry, last year’s Survey asked a number of questions related to members’ daily business, providing tangible data into what running a shop in the Washington Metropolitan area is really like.
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Based on 2016 statistics, 100 percent of all survey-takers believed that shop owners should have freedom of choice when it comes to an estimating system provider. Nearly 86 percent of survey-takers felt they were unnecessarily contacted by rental car companies regarding the status of vehicle repairs, while 98.2 percent of survey-takers saw the importance in having a “clean-up” time on “LKQ” or used parts. Though just brief examples of what to expect from the Survey, these results give members current examples of what shops in their backyards are doing, thinking and going through. While it can be difficult to keep up with this ever-changing industry, WMABA’s Annual Labor Rate Survey puts the most up-to-date information right at your fingertips. Additionally, the Survey is designed to include only the most pertinent of topics so you’re not spending the entirety of your day answering questions. Taking the Survey is beneficial for everyone: It helps WMABA gather more information about the automotive industry and address any issues it might raise, and it also helps local shops take a deeper look at their businesses and assess the industry at large. “The Labor Rate Survey works as a tool for us to better understand the industry we serve,” says WMABA Executive Director Jordan Hendler. “We get a better grasp of our region and can work as an association to try to affect real change by presenting factual data at the government level. We’re aiming to provide our repairers with data that allows them to best serve their businesses.” H&D
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THERE HAS NEVER BEEN A BETTER WAY TO BUY THE WORLD’S BEST ENGINEERED PARTS. THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: BMW of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 mybmwannapolis.com
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Apple BMW of York 1370 Roosevelt Ave. York, PA 17404 800-839-1755 Fax: 717-843-2948 applebmwofyork.com
December 2017
BMW of Fairfax 2805 Old Lee Highway Fairfax, VA 22031 800-879-2269 Fax: 703-641-8562 bmwoffairfax.com
BMW of Sterling 21826 Pacific Blvd. Sterling, VA 20166 888-954-8222 Fax: 571-434-7727 bmwofsterling.com
BMW of Alexandria 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com
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BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com
Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com
Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 northwestbmw.com
Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com
December 2017
BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com
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LOCAL
NEWS
New members gather for news, information.
BY KRISTEN DALLI
WMABA Hosts First Town Hall Meeting in West Virginia On November 9, WMABA hosted its first town hall meeting in Charleston, West Virginia following the association’s recent expansion to include the state in the territories it represents. “I’m really happy to see that we barely have enough room for everybody in here,” WMABA Executive Director Jordan Hendler noted in her opening comments. “As an association, we’re really excited to be here,” she added. “Adopting West Virginia into our association that’s 50 years old is a really big deal – there is a lot going on with WMABA right now and to be here WMABA Executive Director Jordan Hendler addressed a crowd of the association’s is just as big of a deal.” newest supporters in its November 9 West Virginia town hall meeting. Hendler began the meeting by “The schools have been really supportive in making sure all the explaining the importance of association representation and the students are getting the I-CAR curriculum, the ASE programs – multitude of ways West Virginia shops will benefit from having a everything. They start really early – in middle schools – and the collective voice within the industry. earlier, the better. That is something that we want to continue to push “The biggest factor is representation; secondarily to that is information. The information that we give you is pertinent day to day. hard in the future.” In order to be most beneficial to West Virginia members, If you want access to information you can’t find, or you need guidance on an issue you’re not sure how to resolve, that is what our Hendler encouraged all in attendance to pass along the top three issues they are currently facing in hopes of being able to tackle Board of Directors and our peer network is all about – being able to some of the common trends among the responses and help shops work on specific things for individuals [and take a] collective look at realize the value of having association representation. legislation or laws that aren’t being enforced.” To close out the meeting, Hendler stressed the importance of As a traditional Town Hall Meeting, Hendler opened the floor to keeping up with Hammer & Dolly and the countless ways the attendees regarding any industry-related topics or concerns specific magazine can be of incredible use to the newest WMABA members. to the area. Those in attendance agreed that a lack of quality “[Hammer & Dolly] is our voice. Every shop in Virginia, technicians (and the inability to get young repairers the proper Maryland, DC, Delaware, parts of Pennsylvania and North Carolina training remains) is one of the area’s biggest struggles. Hendler are already getting the magazine, and we had some in West Virginia noted her ongoing work with local school counselors - starting with already. When they get it, they’ll see what we’re doing; they’ll middle school all the way through college - to get more students become informed. It’s really the foundation from which all things trained properly as one way to help alleviate this concern for shop happen.” H&D owners.
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December 2017
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RECAP OEM Procedures Drive CIC Discussions
Chuck Olsen discussed CIC’s new Quick Start Guide on scanning.
Toby Chess urged attendees to follow OEM-recommended repair procedures.
WMABA’s Barry Dorn joined Mark Allen (Audi of America) and Matthew McDonnell (Big Sky Collision Center) for a discussion on “Dash Light Diagnostics.”
ith the recent John Eagle verdict causing shockwaves throughout the collision repair field, it came as no surprise that many discussions throughout the final Collision Industry Conference (CIC) of 2017 (held October 31 at the SEMA Show in Las Vegas) focused on the importance of adhering to OEMrecommended repair procedures. Jason Bartanen, director of industry technical relations for I-CAR, detailed some of the ways the organization is working to provide repairers with correct OEM information. Currently accessible to more than 100,000 industry members, I-CAR’s Repairability Technical Support portal (rts.i-car.com) boasts over 50,000 pages of content, most of which are vehiclespecific. Bartanen described the RTS Portal as “a formal way for the industry to leverage I-CAR to get closer to vehicle-maker information, and leverage the tools [I-CAR]
has built for complete, safe and quality repairs.” Additionally, I-CAR recently launched a new course – Using Vehicle Maker Repair Procedures – which aims to educate students on how to better access OEM repair information and document appropriate procedures. CIC’s focus on OEM procedures also led to an examination of pre- and post-repair scanning – and the fact that a repairer should never depend on the dash light alone when determining vehicle issues. Past WMABA President Barry Dorn shared his initial experience with scanning after he implemented the procedure at his shop in September 2016. “It was very eye-opening to us to see the amount of codes,” he said. “We did over 5,000 vehicles, and there were three vehicles with nothing wrong with them.” Emerging Technologies Committee
member Chuck Olsen (AirPro Diagnostics) updated attendees on the CIC Tools Subcommittee’s creation of a special Quick Start Guide on scanning available at ciclink.com. “Are you going to do this yourself and purchase your own scan tools? Are you going to sublet [and] take it to the dealer, or are you going to use mobile options? More and more options are growing every day in this area.” These and other current resources will only help repairers if they choose to use them. “A lot of [repairers] don’t even know the login [for their repair information subscriptions],” observed CIC panelist Jake Rodenroth (asTech). “They pay a month-tomonth option, and yet they don’t know how to use it. That’s a struggle. That will hurt us on the body side – as some folks in Texas found out – and it’ll also hurt us on the diagnostic side.”
W
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Vehicle repair discussed in Vegas.
BY JOEL GAUSTEN
During his technical presentation, veteran automotive educator Toby Chess dispelled one of the major myths surrounding the creation of OEM procedural information. “Ninety percent of the shops out there think ALLDATA creates the repair data. They don’t know that it comes from the OE; all ALLDATA does is take that information and regurgitate it [back] to the end-user.” Chess added that there is no excuse for a shop to avoid researching what the OEM says on each repair. “It’s our job to fix those cars. [The customers] trust us...We have to earn that trust; part of [that] is following those procedures…The data’s always changing. If we don’t keep up with it, we’re going to make mistakes.” Ending with the update about the CCC Secure Share changes that will come in April 2018, the Open Systems, Data Access and Sharing Task Force presented a panel discussion focusing on how this transactional change to the platform will potentially impact our industry in big ways. They outlined a visual depicting CCC as the gatekeepers of the estimate data between the repair customers and the third-party users of said data. This is where the transactional fee takes place – at the access point of the spigot. Along with this discussion came the question of who owns the repair data: Is it the repairer who is the “author,” or is it the platform that is the means in which it was written? These were just a few of the many points brought forth. H&D
Executive Director’s Thoughts
Of the many outlined items here, the most concerning for WMABA membership should be the CCC Secure Share changes coming next year. This could change the landscape of estimating data and how your vendors work with you, alongside you and for your business. It is very important to pay attention to this! - Jordan Hendler
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Lawsuits reshape the industry.
NATIONAL
BY JOEL GAUSTEN
NEWS
Technology and Liability Collide at OEM Summit What’s the difference between a 1967 Camaro and a 2017 Camaro? About 60 million lines of code. This was just one of many eye-opening facts explored during SCRS’ OEM Collision Repair Technology Summit at the 2017 SEMA Show. Held November 2 at the Las Vegas Convention Center, the all-day gathering offered panel discussions on some of the major technological changes affecting automobiles and how shops can avoid liability when working on these high-tech machines. “We’ll see more changes in the next few years than we have in the last 50 in this industry,” offered John Waraniak, vice president of vehicle technology for SEMA, who noted that it’s not uncommon for a vehicle like the Ford GT to generate 100 gigabytes of information every hour. “It’s no longer about speed; it’s about making [automobiles] smarter. When your repairers come to it, [they’ve] got to restore the smarts
John Waraniak, vice president of vehicle technology for SEMA
and intelligence back to the vehicle.” During “How Automotive Research is Driving Change in Vehicle Design, Technology and Function,” panelist Doug Richman (The Aluminum Association) stated that aluminum “is and has been the fastest-growing automotive material for several decades.” He noted that there could be up to a nine-percent weight reduction for average vehicles in North America between 2025 and 2028. “Not only was lightweighting introduced for fuel economy, but OEMs are learning that
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December 2017
Erica Eversman returned to the SEMA stage for the OEM Collision Repair Technology Summit.
lighter vehicles are more desirable to consumers in terms of safety and performance.” Richman also noted that the vehicles of the future aren’t likely to be all aluminum like the Ford F-150 and will instead be comprised of mixed materials. This means repairers will likely need to plan to continue to tool for multiple substrates, as the materials in automobiles won’t be fully shifting from one to another. With autonomous driving and other advancements hitting roadways in the coming years, many repairers are understandably concerned over how these things will affect their workflow and profitability. Panelist Scott Ulnick (Duckler Worldwide) stated that while the number of accidents may drop by as much as 80 percent by 2040 due to these technologies, each repair could be up to 250 percent more expensive than today. This opens a door of opportunity to those professionals willing to pursue the equipment and training necessary to get these aweinspiring vehicles back on the road. “The shops that are not learning will be left behind,” he said. As OEMs continue to reshape their vehicles, the importance of following their repair procedures and recommendations is stronger than ever. During “The Impact of Advanced Vehicle Systems on Routine Repair Process and Procedure,” Honda’s Scott Kaboos stressed that repairs on his company’s vehicles should be performed
using the correct and approved methods. “Right now, our manual calls for using our scan tools and our equipment to make these calibrations. The question will exist [of] whether any manufacturer will recognize a third-party vendor for that or not. I think that’s going to be the biggest hurdle.” Although keeping up with the staggering demands discussed throughout the Summit is a daunting task for any repair facility, there is simply no wiggle room left to cut corners and avoid performing work as defined by the OEMs. This was the powerful takeaway of “The Hidden Dangers of Vehicle Technology, Improper Repair Methodology and Your Liabilities,” a spirited panel comprised of industry attorney Erica Eversman (Vehicle Information Services), Mark Allen (Audi of America), Aaron Clark (Assured Performance Network) and Dallas-based lawyer Todd Tracy. Discussing his clients’ recent court victory in the John Eagle case, Tracy made it clear that the days of auto body shops allowing insurers to dictate repair procedures are coming to a swift and litigious end. He noted that John Eagle Collision in Dallas was once a “well-respected billion-dollar company” before they earned headlines by performing an improper repair that nearly cost two people their lives. (Coverage of the case appears in our October 2017 issue.) “That company chose to get bullied by an insurer and glue a roof on rather than put the 108 welds that the OEM repair specifications said to do,” he said. “The jury came back and said, ‘If you’re going to make a business decision to let the insurance companies dictate safety to you, we’re going to make a business decision for you and award [the plaintiffs] $42 million.’” Eversman cautioned that shops – not insurers – are the ones who have the liability if a repair is done in an unsafe and improper manner. “It’s very, very real, and it’s potentially devastating – not just to your business, but to your personal life.” Eversman added that the third-party influences should never impact a shop’s professional judgement.
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American Honda's Scott Kaboos during the OEM Collision Repair Technology Summit
“This cannot be said strongly enough: We have had far too much involvement with nonprofessional repairers. I am talking largely about the insurer influence in this industry. Insurers have demanded that in exchange for paying on a contract that they already owe to the insured, you in addition let them substitute their economic judgement of what is best for them [over] your decision as a professional repairer of what is best for the repair. That has to stop now.” Of course, one of the most significant roadblocks shops face in getting insurers to agree to pay for OEM procedures is the wording found in various automaker position statements. “What is it that sometimes makes it hard to use the ‘required’ versus ‘recommend’ [in an OEM document]?” questioned moderator John Ellis (Ellis & Associates). “Lawyers,” replied Allen. “We have to live within the legislation and laws that are in place. We cannot, in many cases, say ‘you must.’ It gets brought down to ‘required.’” To illustrate the impact an improper repair can have on a repairer’s life, Clark shared the details of a “terrible situation” he faced when he was held liable for work performed while he was still a shop owner. After performing a repair to a minor front impact and sending the vehicle back on the road, Clark was mortified to learn that the vehicle’s airbag did not deploy in a subsequent collision. This resulted in two passengers in the car becoming paraplegics. Around five years later, the litigation was eventually settled. “The vehicle manufacturer was able to prove that there were requirements that I as the repairer did not follow,” he shared. “It changed my life. For years, I had to go to bed at night and wonder if I – or something that my company did – caused those people’s injuries.” Ultimately, Clark believes that today’s repairers have no choice but to follow the OEM’s guidelines to the letter – even if an insurer balks at paying for certain procedures. “You can’t let how much affect how to,” he said. “It’s now impossible to do a repair properly without following every step of the OEM procedure,” opined Richman earlier in the day. “You can’t guess anymore.” H&D
December 2017
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COVER
STORY EDUCATION & EXCITEMENT: A SEMA 2017 RECAP From October 30-November 3, nearly 200,000 automotive enthusiasts from around the globe gathered at the Las Vegas Convention Center for the annual SEMA Show. With high quality vendors and top of the line educational opportunities, this year’s installment once again proved that SEMA is an unforgettable experience for any automotive professional. “I’ve probably been to the last nine or 10 SEMA Shows, and this one feels the most alive,” shared SCRS Executive Director Aaron Schulenburg. “It’s huge – the aisles have been swelled with people, and I’ve looked at our sponsors’ booths and they’re just full of people doing business and engaging in solutions.” One of the biggest draws each year is SCRS’ Repairer Driven Education (RDE) Series, which offers attendees an extensive selection of industry training sessions. “There is no other place in the industry where you’re going to find this many leading subject matter experts. We have some of the most respected names in the industry across the board who are all in one place offering sessions,” Schulenburg offered.
SCRS’ Aaron Schulenburg kicked back with his father, Richard, during the annual RDE After-party.
“It’s the convenience factor of them all being in one place, and it’s that energy. You learn better when you’re in a place where you feel positive, encouraged and excited. It’s much easier to do that when you’re at a show like SEMA and you’re walking around and you’re already inspired. It’s that magic that’s necessary to really create great results, and I don’t think that really exists anywhere else.” Though the 2017 Show has wrapped up, Schulenburg is pleased with SCRS’ continuing relationship with SEMA and is
“We’ve been exhibiting at SEMA for at least the past five years. SEMA is an amazing show. The foot traffic is unparalleled. It’s a great place to not only be seen, but to see the people in the industry.” - Rossana Alvarez, American Honda Motor Co.
excited by what they can accomplish together in the future. “I hope that we can continue to be nimble like we are, and to be as relevant as I’d like to think our programs are. As a result of the John Eagle case, we worked with [the plaintiffs’ attorney] Todd Tracy and his firm to put together a presentation in just the last two weeks.” (Read more about the case on page 26.) In addition to the exhibitors and the countless training seminars, SEMA 2017 played host to numerous important industry conversations. The Alliance of Automotive Service Providers (AASP) held its National Board meeting on November 1, with state affiliate representatives gathering at the Renaissance Hotel to discuss pertinent industry topics. WMABA Executive Director Jordan Hendler participated in the discussion and highlighted some local concerns the association is dealing with.
Polyvance, Car-o-Liner and Axalta were among the many SEMA exhibitors who enjoyed steady traffic throughout the week.
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Show highlights and reactions.
BY KRISTEN DALLI AND JOEL GAUSTEN
“We’ve been exhibiting at SEMA for at least 12 years. Safety compliance is our nature, and we keep coming back to help those who need it. We see a lot of our clients every year at SEMA – they’re always happy to see us.” - Robert Kenny, Safety Regulations
“In Virginia, we have a governor’s race, and I know that one candidate is against state inspection,” she reported. “This would definitely be an issue, and I’d like to get in front of it. I’d like to educate him and our people as best I can. We have a lot of independent body shops that are also on the mechanical side, and they are very adamant about keeping those laws in place.” In addition to having one of the most impressive SEMA displays this year (see the photo on page 31), high-level RDE sponsor PPG was on hand to provide exceptional training opportunities. During the annual OEM Collision Repair Technology Summit, various
Congratulations to the following 2017 Collision Repair Red CaRPeT awaRdS BReaKFaST winners!
PPG representatives presided over “Choosing a Clearcoat is Not So Clear: Helping You Understand Your Choices,” a course designed to give attendees an understanding of how chemistry affects the physical properties of a clearcoat, offer clear definitions of “glamor,” “speed” and “general purpose” in terms of refinishing and explain why film build is critical to long-term performance. SEMA 2017 was also the place for moments of great emotion. During the Collision Industry Conference (CIC), administrator Jeff Hendler paid tribute to industry legend and past SCRS Chairman Gene Hamilton, who passed away in late October.
Congratulations to Richie webb of Virginia Farm Bureau (Mechanicsville, Va), winner of i-CaR's Jeff Silver award!
national auto Body Council
awaRd oF diSTinCTion: Gene Crozat (G&C auto Body, Sonoma County, Ca) Body iMaGe awaRd: dave neistroy (3d Collision Center, Conshoshocken, Pa)
Collision industry electronic Commerce association
CoMPany oF The yeaR: Car-Part.com ouTSTandinG dediCaTion: Steve Betley (insurance auto auctions) ouTSTandinG ConTRiBuTion: Janet deBerardinis (Caliber Collision) ouTSTandinG leadeRShiP: Chad Sulkala (allstate)
Members of SCRS gathered to present the first-ever March Taylor Memorial Fund Kina'ole award to Gary wano, Jr., who was unable to attend.
SCRS
i-CaR
RuSS VeRona MeMoRial awaRd: Car Crafters; albuquerque, nM JeFF SilVeR awaRd: Richie webb (Virginia Farm Bureau; Mechanicsville, Va) ChaiRMan’S awaRd: Gene Scambray (Copart)
BodyShop Business
exeCuTiVe oF The yeaR (SinGle ShoP): Rick Cope (Cope Collision Center; Meridian, id) exeCuTiVe oF The yeaR (MulTi-ShoP): Steve Kendrick (Kendrick Paint & Body; augusta, Ga)
MaRCh TayloR MeMoRial Fund Kina’ole awaRd: Gary wano, Jr. (G.w. and Son auto Body; oklahoma City, oK)
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COVER STORY
Congratulations to the following wMaBa-area 2017 Collision Repair education Foundation award Recipients! ULTIMATE COLLISION EDUCATION MAKEOVER GRANT
$25,000 - Tidewater Community College (Chesapeake, Va)
COMPANY-SPONSORED GRANTS
CCC CLASSROOM ENHANCEMENT GRANT
“SEMA is probably the best show for our industry. When this started, the automotive section was only about half of this hall, and now it takes up the whole hall. It’s grown quite a bit, and it helps us draw customers.” - Pat O’Neill, Pro Spot/Chesapeake Automotive Equipment
$11,000 - Charlottesville-albemarle Technical education Center (CaTeC) (Charlottesville, Va)
PRO SPOT GRANT
SP-1 Pulse MiG - united Technical Center (Clarksburg, wV)
I-CAR COMMITTEE AWARDS
GREATER PHILADELPHIA I-CAR COMMITTEE
$10,000 - hodgson Vo-Tech (newark, de)
NORTHERN VIRGINIA I-CAR COMMITTEE
$10,500 -C.S. Monroe Technology Center (leesburg, Va) $10,500 - Chantilly hS STeM academy $10,500 (Chantilly, Va) $10,500 - dowell J. howard Center (winchester, Va)
$5,500 - Fauquier high School (warrenton, Va)
COLLISION REPAIR EDUCATION FOUNDATION AWARDS $1,000 - Center of applied Technology South (edgewater, Md) $1,000 - hopewell high School (hopewell, Va) $1,000 - Mercer County Technical education Center (Princeton, wV) $1,000 - new horizons (hampton, Va) $1,000 - northern neck Technical Center (warsaw, Va)
NABC’s Recycled Rides once again provided great automobiles to drivers in need.
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“Our legacy at SEMA goes back many years. We’ve had a presence here for quite some time, particularly here in the collision repair section. We have three different offerings: Our booth here, our classes and our presentations and demonstrations. There’s no other show like it.” - Stacey Wesselink, I-CAR
“We stand on the shoulders of those who came before us to reach for the dreams we’ve made for ourselves. Gene was one of those guys.” (More CIC coverage is on page 24.) SEMA also provided an opportunity for the national automotive community to honor the great March Taylor, a beloved member of SCRS who passed away in 2007. At the inaugural Collision Repair Red Carpet Awards Breakfast, SCRS representatives presented the first-ever March Taylor Kina’ole Award to past Chairman Gary Wano, Jr., who was unable to attend. Industry mainstay Jeff Hendler paid tribute to Taylor, who lived and worked in Hawaii, by dressing in his image. During the Recycled Rides Luncheon hosted by the National Auto Body Council (NABC), a full ballroom watched as five vehicles were gifted to drivers in need. Participants in making this moment possible included Hertz, Service King, LKQ, State Farm, Maaco, Sherwin-Williams, Allstate, AkzoNobel, Enterprise Rent-A-Car, Gerber Collision & Glass, GEICO and Caliber Collision, among many others. The event served as the final NABC outing
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“This is our third year straight at SEMA. The SEMA Show has a lot of foot traffic. We had a good show – a good turnout!” - JB Haydell, Accudraft
“We’ve been at SEMA probably for the last 15 years. It’s the biggest event where we can really position our brand and all of the innovative things that we’re doing. It’s an extreme chance to interact with customers.” - Ben Shaw, PPG
“This is our seventh year exhibiting at SEMA. It is the best opportunity every year to not only engage with our current customers, but also to reach a large amount of prospects for our business as well as gain industry contacts.” - Jen Scolz, AkzoNobel
The final night of SEMA was known for one thing: The RDE After-party!!
overseen by Executive Director Chuck Sulkala, a 50-year industry veteran who is retiring at the end of this year. If you attended SEMA 2017, you know what an incredible experience the week in Vegas truly was. If you’ve never made the trip to attend, you know what you need to do next year! H&D
Executive Director’s Thoughts
SEMA is the best thing to happen to the collision repair industry since electronic estimating. It’s a big deal, and it’s informative, uplifting and empowering. The level of quality found in all aspects of the tradeshow and the SCRS Repairer Driven Education series is unmatched. If you’re not going to SEMA, then you are missing the proverbial boat. - Jordan Hendler
December 2017
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Page 1
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Sheehy Nissan of Manassas 9010 Liberia Ave Manassas, VA 20110 Toll Free: 800-969-4778 Local Direct: 703-361-0377 Fax: 703-361-5165 martinfisher@sheehy.com
December 2017
Sheehy Nissan of White Marsh 8115 Belair Rd. Nottingham, MD 21236 Parts: 443-270-9001 Parts Fax: 443-270-8993 wmparts@sheehy.com sheehynissanofwhitemarshparts.com
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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138 e-mail: parts@alexandriavw.com
Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081
Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589
Checkered Flag Volkswagen 3025 Virginia Beach Blvd Virginia Beach, VA 23452 Parts Direct: 757-687-3465 757-490-1111 Fax: 757-687-3514
Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
www.checkeredflag.com
e-mail: parts@fitzmall.com www.fitzparts.com
Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488
King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398
e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com
e-mail: parts@vwking.com www.vwking.com
Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com
e-mail: vwwholesale@ourisman.co
December 2017
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RECAP REPAIRER DRIVEN EDUCATION HITS SEMA This year’s Repairer Driven Education (RDE) Series at SEMA featured dozens of courses presented by prominent figures from (or known to) the WMABA community. The 2017 RDE slate included the debut of “Severity – Why It Does Not Matter and What to Do about It!” presented by Tim Ronak and Greg Griffith of AkzoNobel. The course provided a variety of ways for attendees to re-think how they consider severity in their day-to-day business, and how they can be armed with the right information to defend themselves when insurers attempt to hold them to unrealistic standards. “Statistics are statistics,” offered Ronak. “If you’re being evaluated on that, you have a right to understand what they are. If it’s an arbitrary measurement, you need to call it what it is.” “If the costs are rising, and they’re comparing you to historical data…what’s the value they’re measuring you against? It’s lower,” he added. “How could you not have your severity too high in a rising environment? It’s mathematically impossible, and yet everybody who’s on these programs is being beaten into submission over something they cannot change.” Material distributed in the course included Ronak’s article, “Does Severity Matter?” which first appeared in the August 2007 issue of Hammer & Dolly. Ronak’s focus on finances continued with “Which Certifications Are Right for My Business?” – a class on how attendees can navigate towards OEM partnerships that work best for their businesses. He noted that any critical business decision made by a repair facility should be based on a realistic and numbers-based view of that business’ economic health. To illustrate his point, he related a conversation he once had with a shop owner who added aluminum repair at his shop. “I asked him, ‘What’s your normal rate?’ He said, ‘$60.’ I asked him what his aluminum rate was going to be; he goes, ‘$70.’ I go, ‘Really?’ He says, ‘Why? Do you think that’s too much?’ I asked him how he figured [that amount] out; he said, ‘Well, it’s like… a lot more.’ We’re not making business decisions in our industry. If there are 100 people on a boat that’s sinking and one guy knows how to swim, how many people survive? None! All the people who are trying to survive are diving all over the guy who knows how to swim.” Hammer & Dolly guest writer and Automotive Training Institute Collision Director Keith Manich presented “Estimating: Preparing and Conducting Negotiations for Collision Repair Shops.” As someone who has worked on both sides of the fence,
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Tim Ronak
Dave Gruskos Manich designed this class to help collision repair businesses gain the confidence and approach necessary to justify their positions when negotiating with insurers, suppliers or vendors. He also referenced his recent article from the November 2017 issue of Hammer & Dolly to reinforce his points about fair negotiations in the “repair ecosystem.”
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RDE intrigues and inspires.
BY JOEL GAUSTEN AND KRISTEN DALLI
“An ecosystem is supposed to have symbiotic relationships – everybody benefits. If you have a predator, it’s not an ecosystem anymore because it’s no longer equal across all points. What we need to do is isolate that and make sure we’re handling business in such a way so that we have the documentation we need to make change.” SCRS Board member Dave Gruskos (Reliable Automotive Equipment) returned to SEMA to present “Get Attached to Following Procedures: A Comprehensive Guide to OEM Joining,” which explored a host of topics including the proper drill, punch or equipment used to remove certain rivets and welds, the proper bonding adhesives and applicators and the repercussions of not following the proper requirements. He stressed the importance of repairers making sure that they are using the correct rivets – a task not always easily achieved in today’s industry. “The rivets may look similar from one car company to the next, but they’re not. It’s going to go in a certain way, and it’s going to bump out the back side a different way…You’ve got to know to use the right rivet. Just because it’s a self-piercing rivet doesn’t mean it’s the right self-piercing rivet.” During the interactive session “Building the Business Case for Diagnostics in Collision Repair,” Jake Rodenroth of Collision Diagnostic Services explained that his company (best known for the asTech scanning interface) has been actively working with several OEMs in developing industry position statements regarding scanning, including helping to write the one currently used by Chrysler. “What we wanted to do with the position statement is create a bigger awareness around that manufacturer and the features that are on their cars – and to get better verbiage for you guys in the shops so that you could explain it to carriers and billpayers…The car brand talking to the consumer means a lot. It should always be the OEM docs doing the talking.” H&D
Keith Manich
Jake Rodenroth
December 2017
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Unsurpassed Quality. Genuine Hyundai Parts.
HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE.
SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS.
TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE
PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.
For Genuine Hyundai parts, contact these Authorized Hyundai Dealers. Fairfax Hyundai 10925 Fairfax Blvd. Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: parts@fairfaxhyundaiinc.com
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Fitzgerald Lakeforest Hyundai 905 North Frederick Ave. Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595
December 2017
Malloy Hyundai 1880 Opitz Blvd. Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: hmkparts@aol.com
Checkered Flag Hyundai 3033 Virginia Beach Blvd. Virginia Beach, VA 23452 Phone: 757-687-3463 Fax: 757-687-3468 hyundai.checkeredflag.com
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RDE intrigues and inspires.
RECAP Mike Anderson Brings Best Practices to SEMA
On November 1, national industry legend and former WMABA Board member Mike Anderson (Collision Advice) returned to SEMA to present “100% Disassembly Best Practices - with Parts Mirror Matching,” a two-hour course that was part of SCRS’ Repairer Driven Education (RDE) Series. As attendees learned during the high-energy presentation, implementing a 100 percent disassembly process is critical to a collision repair center’s success, positively impacting everything from employee morale to a facility’s bottom line. Anderson explained several benefits of implementing this process, including the ability to limit each job to one estimate and one parts order.
“If you had a body man who had to redo a job three or four times, what would you do with him? What would you do if you had a painter who had to repaint cars four or five times? Well, a supplement is a comeback or a redo on your estimate. We need to understand that when we do that, that’s waste and inefficiency.” Additionally, performing a 100 percent disassembly on each vehicle that comes through the door goes a long way in reducing in-house stress. “The number one reason why most people want to get out of our industry is because it’s too stressful. What causes that stress? The parts person trying to get the parts at the last minute. Maybe you have to call the customer at four o’clock and say, ‘Your car’s not going to be done.’ All of that causes stress. All of this can be fixed if you just do a 100 percent disassembly.” Perhaps most significantly, the parts ordering process is drastically reduced. “How many of you do not charge for parts ordering? Do you want to do it for free one time, three times or five times? If you do a 100 percent disassembly, you can eliminate the amount of things you do for free.” Above all, Anderson encouraged attendees to implement these changes with their team – not to
BY JOEL GAUSTEN
WMABA legend Mike Anderson at SEMA
their team. In order for the 100 percent disassembly mindset to work on the shop floor, team members must be made to feel that they have buy-in and a genuine say in the matter. “Attack the process, not the person,” he said. “When you say you’re going to ‘change’ things, the word ’change’ has a negative connotation to it. People view ‘change’ as what they’re going to give up or what they’re going to lose – it’s either going to cost them time or money. Instead of using ‘change’ with my staff, I say we’re going to ‘improve’ things. It has a much more positive connotation.” More information on Mike Anderson and Collision Advice is available at collisionadvice.com. H&D
December 2017
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Š 2017 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.
Diagnostically speaking, there is no substitute. Porsche technology. Porsche Genuine Service & Parts.
Contact one of these authorized dealers. Porsche of Rockville 1125 Rockville Pike Rockville, MD 301-296-2870 Fax 301-762-5055 rockville.porschedealer.com
Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com
Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com
Checkered Flag Porsche 2865 Virginia Beach Boulevard Virginia Beach, VA 757-687-3483 Fax 757-687-3490 checkered-flag.porschedealer.com
Porsche of Arlington 3154 Jefferson Davis Highway Arlington, VA 703-684-8835 Fax 703-518-0467 arlington.porschedealer.com
December 2017
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Mark Schaech, Jr.
(410) 358-5155 mark@marksbodyshop.com
PRESIDENT’S
MESSAGE A YEAR OF GREAT IMPORTANCE
As I write this message, it is hard to believe that another year has passed. I hope that everyone reading this has made the absolute most of 2017 and will be able to enjoy some muchneeded time away with friends and family this holiday season. Without a doubt, the biggest thing to hit our industry during the last 12 months was the obvious and inescapable need for every facility in this country to follow OEM-recommended procedures. By now, everyone should know about the verdict in the John Eagle Collision case in Texas and the impact that will continue to have on all of us moving forward. Thankfully, the couple in the poorly repaired vehicle in question survived, but the terrible ordeal they experienced will surely live with them forever. Nobody should ever have their lives threatened because of a repair – and it is our duty as professionals to ensure that something this monstrous never happens again. Closer to home, WMABA ends 2017 on a high note. We are proud of our new affiliation with West Virginia and look forward to
seeing where this new union takes us. In closing, I urge each and every one of you to take a couple of minutes and complete our latest Labor Rate Survey. It is a great way to learn about local industry trends and find ways to better your day-to-day business. More information is available on page 18. H&D
WE NEED YOUR LEGISLATIVE CONTRIBUTION! I appreciate WMABA working on my behalf at the state capitol(s)! Here is my contribution to the legislative efforts.
P.O. Box 3157 • Mechanicsville, VA 23116
Name: ______________________________________Company: __________________________________ Address: __________________________________________________________________________________ City:____________________________________________State: ______________________Zip: ________ Phone:
______________________________Email:
Donation Amount: Check Enclosed
$50
$100
____________________________________________ $500
Other ________________
Credit Card (Visa, Amex, MC)# __________________________________________________________ Exp: ________
Name on Card: ______________________________Signature: __________________________________ 40
December 2017
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Nod up, nod down.
That’s not what we call parts certification. Maybe we should forget about testing replacement parts completely. Skip developing those time-consuming strict standards. Get rid of our testing labs. And hand out pink slips to all our trained technicians. Maybe we should just call parts “certified”—and leave it at that. What could be easier? No, we can’t do that. We’ve always been sticklers for quality. Doing things the right way is in our DNA. We can’t fake it. It’s why CAPA invented crash part testing and certification over 29 years ago. And why we’ve become the gold standard for quality replacement parts. So we’ll keep testing to identify high quality parts and leave the rest for others to “certify.” Because we aren’t the only ones who care about quality. So do you.
TM
If it isn’t CAPA Certified, it isn’t a genuine replacement part. capacertified.org
December 2017
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WE KNOW WHAT YOU’RE THINKING. YOU WANT TO KNOW IF THE PART’S IN STOCK, HOW MUCH IT COSTS, AND WHEN IT’S GONNA GET THERE. We get it. You want the best part for a Toyota, but you’ve got to know when and how much. Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the delivery, even see your shop’s net price from your participating Toyota Dealer.* Now you’re thinking: “Cool!”
ToyotaPartsAndService.com
©2014 Toyota Motor Sales, U.S.A., Inc.
For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com
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Checkered Flag Toyota 5301 Virginia Beach Boulevard Virginia Beach, VA 23462 PH: 757-687-3443 FAX: 757-687-3437 www.checkeredflag.com
December 2017
Ourisman Fairfax Toyota 10441 Lee Highway Fairfax, VA 22030 Toll Free: 800-626-2236 Direct: 703-273-2236 Fax: 703-385-8411 fairfaxparts@ourismanva.com www.ourismanva.com
Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465
Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361
dthompson@youngertoyota.com
roy.easter@koons.com
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An association fostering the exchange of ideas and providing a voice and support for the collision repair professional.
OFFICERS
PRESIDENT: Mark Schaech Jr. mark@marksbodyshop.com 410-358-5155
VICE PRESIDENT: Torchy Chandler torchy.chandler@gmail.com 410-309-2242
SECRETARY: Phil Rice
TREASURER: Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928
phil@ricewoods.com 540-846-6617
BOARD OF DIRECTORS
PAST PRESIDENT: Don Beaver don.beaver3551@gmail.com 443-235-6668
Rodney Bolton rbolton@aacps.org 443-386-0066
Barbara Chase Kevin Burt kevinburt@walkermillcollision.com barbara@siskautobody.com 301-855-5525 301-336-1140
Position Your Business as a Leader! 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. 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. WMABA offers current and dynamic discussion forums on topics facing collision repairers, technical information and educational seminars, opportunities to network and discuss pressing topics with leaders of the collision repair industry, an arbitration program that works with consumers to help resolve issues they might have, apprenticeship programs, legislative representation and the ability to receive and contribute to one of the nation’s leading collision repair magazines, Hammer & Dolly.
EXECUTIVE DIRECTOR: Jordan Hendler jordanhendler@wmaba.com 804-789-9649 Ben Gibson Bill Hawkins Ashley Kruger bgibson@harrisonbodyworks.com whawkins@mybmwannapolis.com akruger@baughautobody.com 804-355-8151 410-349-2578 804-285-8045
Contact Executive Director Jordan Hendler to find out how WMABA can amplify YOUR voice in the collision repair industry. Danny Szarka dszarka@mileone.com 410-525-1000
Steven Krieps srkrieps@live.com 304-755-1146
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KEEP IT GENUINE
INSIST ON GENUINE GM PARTS
We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence. Contact these Genuine GM Parts dealers for all your parts needs: NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: parts@nucar.com www.nucar.com
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OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com
December 2017
POHANKA CHEVROLET 13915 Lee Jackson Memorial Highway Chantilly, VA 20151 Phone: 888-266-2993 Direct: 703-502-3729 Fax: 703-968-0932 www.pohankachevrolet.com
RADLEY CHEVROLET 3670 Jefferson Davis Highway Fredericksburg, VA 22408 Phone: 800-355-8202 Direct: 540-898-0055 Fax: 540-891-2074 www.radleychevrolet.com
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For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers. Wilkins Subaru 6913 Ritchie Hwy #2, Glen Burnie, MD 21061 410-689-8066 Fax: 410-689-8008 subparts@wilkinsautomotive.com www.wilkinssubaru.com
Fitzgerald Lakeforest Subaru 905 North Frederick Ave., Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595
December 2017
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ADVERTISERS’ INDEX
American Honda Motor Co. . . . . . . . .IBC
Malloy Hyundai . . . . . . . . . . . . . . . . . .7
Axalta Coating Systems . . . . . . . . . . .IFC
MINI Group . . . . . . . . . . . . . . . . . . . . .23
Audi Group . . . . . . . . . . . . . . . . . . . . .11
BMW Group . . . . . . . . . . . . . . . . . . . .20-21 BMW of Fairfax . . . . . . . . . . . . . . . . . .3
CAPA . . . . . . . . . . . . . . . . . . . . . . . . .41
Chesapeake Automotive Equipment .27
Crashmax Equipment . . . . . . . . . . . .37 Dominion Sure Seal . . . . . . . . . . . . . .38
Empire Auto Parts . . . . . . . . . . . . . . .27 Estify Transfer . . . . . . . . . . . . . . . . . . .38
Fairfax Hyundai . . . . . . . . . . . . . . . . .46 Ford Group . . . . . . . . . . . . . . . . . . . . .19 Future Cure . . . . . . . . . . . . . . . . . . . .31
GM Parts Group . . . . . . . . . . . . . . . . .44 Honda Group . . . . . . . . . . . . . . . . . . .9
Hyundai Group . . . . . . . . . . . . . . . . . .36 Koons Ford . . . . . . . . . . . . . . . . . . . . .46
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December 2017
Mazda Group . . . . . . . . . . . . . . . . . . .16 Mitsubishi Group . . . . . . . . . . . . . . . .45 Mopar Group . . . . . . . . . . . . . . . . . . .32
Nissan Group . . . . . . . . . . . . . . . . . . .32 Nucar . . . . . . . . . . . . . . . . . . . . . . . . .8
O’Donnell Honda . . . . . . . . . . . . . . . .25
Packer Norris Parts . . . . . . . . . . . . . .38 Polyvance . . . . . . . . . . . . . . . . . . . . . .4
Porsche Group . . . . . . . . . . . . . . . . . .39
PPG . . . . . . . . . . . . . . . . . . . . . . . . . .OBC Safety Regulations . . . . . . . . . . . . . . .35
Subaru Group . . . . . . . . . . . . . . . . . . .45
Toyota Group . . . . . . . . . . . . . . . . . . .42 VW Group . . . . . . . . . . . . . . . . . . . . . .33
Wheel Collision Center . . . . . . . . . . . .25
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