Longtime WMABA Members Look Back An Examination of Liability The Year of OEM
December 2018 Volume 12, No. 12 $5.95
www.wmaba.com
www.grecopublishing.com
December 2018
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THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: BMW of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 mybmwofannapolis.com
Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com
BMW of Alexandria 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com
Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 northwestbmw.com
BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com
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December 2018
Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com
CONTENTS
December 2018
RECAP
Exclusive coverage begins on page 23.
ADVERTISERS’ INDEX AJK Industries . . . . . . . . . . . . .17 ATI . . . . . . . . . . . . . . . . . . . . . .17
24 SCRS SCORES: REPAIRER DRIVEN EDUCATION HIGHLIGHTS FROM SEMA 2018
Audi Group . . . . . . . . . . . . . . .35 Axalta Coating Systems . . . . .IFC
BY ALANA BONILLO AND JOEL GAUSTEN Special seminars help attendees thriving in business and beyond.
BASF . . . . . . . . . . . . . . . . . . . .31 Blue Ridge Color Company . .31 BMW Group . . . . . . . . . . . . . .4
26 PARTS AND PROCESSES: THE OEMS TAKE CHARGE Auto manufacturers talk certification programs, parts restrictions and more.
Chesapeake Automotive Equipment . . . . . . . . . . . . . . . .38
28 CIC REPORT: AFTERMARKET REP PUSHES BACK ON OEM PARTS BILLS
Crashmax Equipment . . . . . . .42 Empire Auto Parts . . . . . . . . . .38
Legislation prompts strong response from Intertek.
Fairfax Hyundai . . . . . . . . . . . .17
32 JEFF HENDLER ON FIVE INDUSTRY “REVOLUTIONS”
Ford Group . . . . . . . . . . . . . . .17
An industry veteran speaks his mind.
GM Parts Group . . . . . . . . . . .27 Honda Group . . . . . . . . . . . . .19 Hyundai Group . . . . . . . . . . . .16 Jerry’s Ford . . . . . . . . . . . . . . .37 Koons Ford . . . . . . . . . . . . . . .42 Malloy Hyundai . . . . . . . . . . . .3 Mazda Group . . . . . . . . . . . . .40 MINI Group . . . . . . . . . . . . . . .11 Mitsubishi Group . . . . . . . . . . .41
LOCAL NEWS
Mopar Group . . . . . . . . . . . . . .21
12 BUILDING A STRONGER INDUSTRY: REFLECTIONS ON 50 YEARS OF WMABA – PART TWO
Nissan Group . . . . . . . . . . . . .21 Nucar . . . . . . . . . . . . . . . . . . . .7 O’Donnell Honda . . . . . . . . . .39
More memories of the association’s incredible history.
Packer Norris Parts . . . . . . . . .IBC
18 WMABA AND VECO EXPERTS
Polyvance . . . . . . . . . . . . . . . .42
EXPLORE LIABILITY IN VIRGINIA
Porsche Group . . . . . . . . . . . .34
Why quality, efficiency and documentation matter. BY JORDAN HENDLER AND JOEL GAUSTEN
PPG . . . . . . . . . . . . . . . . . . . . .OBC Reliable Automotive
20 SKILLSUSA HITS THE STATE FAIR OF VIRGINIA
Equipment . . . . . . . . . . . . . . . .29
A special event draws amazing students.
Sherwin-Williams . . . . . . . . . .30
DEPARTMENTS 6 8 10
Subaru Group . . . . . . . . . . . . .41
Calendar of Events
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JOEL GAUSTEN
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Editor’s Message
Executive Director’s Message JORDAN HENDLER
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WMABA Membership Application
What’s WMABA Up To? WMABA Sponsorship Page
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Toyota Group . . . . . . . . . . . . .22
Industry Advice: Ask Mike Anderson
VW Group . . . . . . . . . . . . . . . .9 Wheel Collision Center . . . . . .39
Stock Images © www.istockphoto.com
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CALENDAR OF
Industry training opportunities and don't-miss events.
EVENTS
WMABA 50th Anniversary Event December 13, 2018 P.J. Skidoos, Fairfax, VA For more info, visit wmaba.com
CLASS LISTINGS December 4, 2018 STEERING & SUSPENSION DAMAGE ANALYSIS LKQ/Keystone, Halethorpe, MD CORROSION PROTECTION Manheim Harrisonburg Auto Auction, Harrisonburg, VA 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE FinishMaster, Fredericksburg, VA MEASURING Tidewater Community College, Chesapeake, VA December 5, 2018 STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR North Point High School, Waldorf, MD December 6, 2018 AUTOMOTIVE FOAMS Auto Parts Plus, Baltimore, MD SQUEEZE-TYPE RESISTANCE SPOT WELDING Tidewater Community College, Chesapeake, VA
December 8, 2018 UNDERSTANDING THE CYCLE TIME PROCESS Fairfield Inn & Suites, Easton, MD
December 11, 2018 ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Tidewater Community College, Chesapeake, VA December 12, 2018 AUTOMOTIVE FOAMS North Point High School, Waldorf, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES FinishMaster, Springfield, VA
December 13, 2018 HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Gaithersburg High School, Gaithersburg, MD FULL-FRAME PARTIAL REPLACEMENT Alexandria Training Center, Alexandria, VA
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December 2018
SCRS Open Board of Directors Meeting January 16, 2019 Hilton Palm Springs, Palm Springs, CA For more info, visit scrs.com
Collision Industry Conference (CIC) January 16-17, 2019 Hilton Palm Springs, Palm Springs, CA For more info, visit ciclink.com
ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS RMS Pro Finishes, Charleston, WV UNDERSTANDING THE CYCLE TIME PROCESS RMS Pro Finishes, Charleston, WV
December 18, 2018 ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE LKQ/Keystone, Halethorpe, MD
December 19, 2018 WHEEL ALIGNMENT & DIAGNOSTIC ANGLES North Point High School, Waldorf, MD WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Tidewater Community College, Chesapeake, VA SQUEEZE-TYPE RESISTANCE SPOT WELDING FinishMaster, Springfield, VA
December 20, 2018 CORROSION PROTECTION Gaithersburg High School, Gaithersburg, MD PLASTIC & COMPOSITE REPAIR Frederick Co. Career & Tech, Frederick, MD
www.i-car.com or (800) 422-7872 for info
YOU tell us what and when and WE worry about how to get you the right parts when you need them.
How do we do it? • 80 wholesale professionals SERVING professionals • $6.2 million on-site inventory • 24-hour work schedule • Regional / national parts locating • Same night manufacturer deliveries • 24-hour return / credit process • Automated order delivery and tracking
But really, it's not about us...
IT'S ALL ABOUT YOU!
Joel Gausten
EDITOR’S
(973) 600-9288 joel@grecopublishing.com
MESSAGE THE YEAR OF OEM We blinked and the year went by. I know I’m not alone in saying that 2018 was an exciting, intense and history-making year for the collision repair industry. Changes in automotive technology continue to amaze us, while WMABA and various other groups worked harder than ever before to address the issues that matter to you and your business. With so many things hitting the industry at once, it’s possible you could have overlooked what I honestly believe was the biggest story of the year. It began in Texas, carried on in California and has changed this profession forever. Of course, I’m talking about the John Eagle verdict and attorney Todd Tracy’s subsequent crash tests. As discussed in last month’s issue, Todd and industry representatives in Texas and New Jersey recently conducted a new crash test on a vehicle that had genuine OEM replacement parts installed. The results proved that OEM parts perform in a collision as intended, while WMABA OFFICERS PRESIDENT
VICE PRESIDENT TREASURER
SECRETARY
IMMEDIATE PAST PRESIDENT
Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins whawkins@mybmwannapolis.com 410-349-2578 Barbara Chase barbara@siskautobody.com 301-855-5525 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. markschaech@gmail.com 410-358-5155
BOARD OF DIRECTORS
Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928
ADMINISTRATION
Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200
EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116
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Todd’s previous crash test results on aftermarket replacement parts were shockingly off the mark. This is not an argument over a “business decision.” This is scientific proof that OEM parts performed in ways that the aftermarket parts didn’t. As we move into 2019, I urge our readers to use the crash test results, the OEM position statements/repair procedures and all the other information available to inform your customers of the safety benefits of genuine parts and defend your position when you face resistance to their use. People in this industry work too hard to have a serious injury or death on their conscience. The next year will bring new challenges, but it will also offer new opportunities to do the right thing. I wish you great success as you continue to move forward in the industry. You – and the customers you serve – deserve nothing but the very best. H&D
December 2018
STAFF
PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR
OFFICE MANAGER
Thomas Greco thomas@grecopublishing.com
Alicia Figurelli alicia@grecopublishing.com
Joel Gausten joel@grecopublishing.com
Lea Velocci lea@grecopublishing.com
Alana Bonillo alana@grecopublishing.com
Donna Greco donna@grecopublishing.com
PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2018 Thomas Greco Publishing, Inc.
Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138
Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
e-mail: parts@alexandriavw.com
e-mail: parts@fitzmall.com www.fitzparts.com
Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081
King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398 e-mail: parts@vwking.com www.vwking.com
Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264
Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488
www.fitzmall.com
e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com
Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589 e-mail: vwwholesale@ourisman.co
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EXECUTIVE DIRECTOR’S
MESSAGE
Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
CIC, SCRS, SEMA...
WHERE IS YOUR VOICE? You don’t have to speak directly into a microphone to speak your mind. To most, the thought of having to give their opinion in front of 400 people is nauseating, even terrifying. I totally understand that!
What CAN you do if you have an issue?
1) Tell WMABA. Give your issue an audience. You know how they say a goal isn’t real unless you write it down? It’s the same with issues. Blaring off in your own shop tells no one who may actually be able to help you! So, come on! Let me have it.
2) Go to meetings and education events. The most frustrating line in the world is, “You’re the only one.” The only one who charges whatever, for whatever, and asks for operations, required procedures, test drives, washing, and so on. There is just no mincing words; being around like-minded people gives you a greater understanding of issues, an opportunity to talk about things with others who share your concerns and resources way beyond the click of a mouse.
3) Make the grand gesture: Speak up at a meeting. Whether it is a WMABA meeting locally or a CIC meeting nationally, you have these forums at your grasp. It is where people go to get heard and listen to others getting heard. Being at an SCRS Board meeting, among peers, and bringing up a topic is fully within your reach. It’s not a scary den of monsters; it’s your fellow collision repairers! They want to help you be successful, too!
As if those aren’t enough, or maybe too much, the most important of all these things is to get out of your “comfort zone” – your shop – and have experiences that broaden the horizon line. Look beyond the now and into the future. There are not enough collision repairers in the room, in my opinion. Not unless we had 30,000 in there. Currently, the most in one room is usually a couple hundred at a time. You have many vendors, insurers and others who are all taking a spot. I want to see repairers in the room, by the thousands. Join us at our upcoming member dinner in Fairfax and mingle with your local peers. Or ask me how to jump into a bigger pool, as I’d be more than happy to assist you! No matter what you decide to do, your industry is waiting for you. Waiting for your opinion, feedback and solution ideas. Remember that no member, Board member or participant of any of these organizations is any more special than you. H&D
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
WE NEED YOUR LEGISLATIVE CONTRIBUTION! I appreciate WMABA working on my behalf at the state capitol(s)! Here is my contribution to the legislative efforts.
P.O. Box 3157 • Mechanicsville, VA 23116
Name: ______________________________________Company: __________________________________ Address: __________________________________________________________________________________ City:____________________________________________State: ______________________Zip: ________ Phone:
______________________________Email:
Donation Amount: Check Enclosed
$50
$100
____________________________________________ $500
Other ________________
Credit Card (Visa, Amex, MC)# __________________________________________________________ Exp: ________
Name on Card: ______________________________Signature: __________________________________ 10
December 2018
IF OFFERING ONLY ORIGINAL MINI PARTS IS A CRIME, THEN YEAH, WE’RE GUILTY. At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.
For Original MINI parts, contact any of these authorized MINI dealers. MINI of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 fax: 410-349-2586
Crown MINI 8710 West Broad Street Richmond, VA 23294 804-527-6860 fax: 804-965-6254
MINI of Alexandria 5990 Duke Street Alexandria, VA 22304 703-461-6250 fax: 703-751-0595
MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879 Parts: 240-238-1204 Parts fax: 240-238-1493
MYMINIANNAPOLIS.COM
MINIOFALEXANDRIA.COM
CROWNMINI.COM
MINIOFMONTGOMERYCOUNTY.COM
© 2018 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.
December 2018
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LOCAL
WMABA veterans reminisce.
NEWS
Building a Stronger Industry: Reflections on 50 Years of Part Two By Joel Gausten
As WMABA continues to celebrate its 50th year in the collision repair industry, members both new and old are embracing everything the group has done – and continues to do – for the Virginia, Maryland, West Virginia and DC automotive communities. For many collision repairers, membership in WMABA has been a career-long affair. First becoming involved in the group all the way back in 1973 through his family business, Mattos Pro Finishes, Joe Mattos continues to gain tremendous value from his annual dues. “I think the reason WMABA has lasted is that it’s always been powered by some pretty passionate people who were in it for the right reasons. They weren’t in it for the personal gain; they were in it to help the industry.” After 45 years, Mattos still views WMABA’s activities on the ground floor as a way to address universal issues and help members realize they are not fighting common battles alone. “Some things have changed, and some have remained the same. In the early days, a lot of discussions at the meetings were about insurance company control and how to deal with that. I don’t think that’s changed terribly much.” Currently serving her second term as WMABA president, Torchy Chandler credits past executive director Sheila Loftus for inspiring her decade-long relationship with the group. “Sheila didn’t ask, ‘Would you like to join?’ She just showed up at your shop and said, ‘You’re joining!’”
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All these years later, Chandler still takes great pride in WMABA’s work – from hosting local educational events or advocating for repairers in the legislative arena. She also stands behind current Executive Director Jordan Hendler, whose dedication and participation extends to the Society of Collision Repair Specialists (SCRS), the Collision Industry Conference (CIC) and other national endeavors. “It’s sometimes hard to get away from shops and attend meetings, but you have a leader who is dedicated to WMABA and will be your voice for everything. You can call up Jordan about anything that’s upsetting you, and the association’s on it. You always get an answer back.” Chandler’s appreciation for WMABA is shared by another former president, Pete Petursson. “During my time as a WMABA member and as president, I never saw a group that was more committed or worked harder for their members than the WMABA leadership team. Our unmatched success was a direct result of vision, execution and trust. I was fortunate to work with individuals who I thought were some of the smartest businesspeople I ever met. History has proven that true, as they are now some of the biggest names in the collision industry. My time on the WMABA Board has undoubtedly been the key to my success, and am forever grateful for the opportunity and time spent with the association.” From the unibody revolution of decades past to the recent rise of PartsTrader to the current issues surrounding photo estimating, WMABA has been there to give its members the information they need. “WMABA is knowledgeable of everything that’s new and could possibly affect your bottom line and how you run your business,” notes Chandler. “The minute you hear rumors about new things being implemented, you can call WMABA and get the correct information, which is a godsend when you’re running a business. We have leaders who aren’t afraid to stand up for what is right.” H&D
Heading back to the old stomping ground of
P.J. Skidoos 9908 Fairfax Boulevard, Fairfax, VA the WMABA 50th anniversary membership dinner will be MC’d by Mike Anderson of Collision Advice, a former Board member of WMABA. Enjoy an evening of industry insight and remembrance for the celebration dinner. (Members and non-members welcome.) Included in the festivities will be a state-of-the-industry address by Executive Director Jordan Hendler as well as some Open Town Hall time.
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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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December 2018
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
WMABA THANKS
YOU WMABA thanks their generous supporters of the
LEVEL 1
Corporate Sponsor Program for 2018!
We encourage YOUR SUPPORT of those who SUPPORT US! For more information about the sponsorship program, please contact Executive Director Jordan Hendler at (804) 789-9649 or email jordanhendler@wmaba.com
LEVEL 2 Certified Automotive Parts Association
www.wmaba.com
FinishMaster • Mid-Atlantic Paint & Supply National Coatings and Supplies • WheelsOnsite
December 2018
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Unsurpassed Quality. Genuine Hyundai Parts. HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE. SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS. TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR A HYUNDAI WHOLESALE PARTS SPECIALIST. For Genuine Hyundai parts, contact an Authorized Hyundai Dealer. Fairfax Hyundai 10925 Fairfax Blvd. Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: parts@fairfaxhyundaiinc.com
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December 2018
Fitzgerald Lakeforest Hyundai 905 North Frederick Ave. Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595
Malloy Hyundai 1880 Opitz Blvd. Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: hmkparts@aol.com
Get it right from the source.
Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs. When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.
Contact us for all your parts needs: WALDORF FORD 2440 CRAIN HWY, WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: parts@waldorfford.com www.waldorfford.com
© 2018, Ford Motor Company
December 2018
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Knowledge is protection. BY JORDAN HENDLER AND JOEL GAUSTEN
LOCAL
NEWS
Mark Olson of VECO Experts during his recent WMABA presentation in Virginia
WMABA and VECO Experts Explore Liability in Virginia
WMABA recently welcomed industry heavyweight Mark Olson, CEO of VECO Experts, for a special presentation, “Shop Processes, Culture and Quality Control While Reducing Liability,” at the Hertzsponsored meeting space at the Springhill Suites in Sterling, VA. Exploring “how to get it right the first time,” Olson offered a 10Step Process to Quality Repair that outlined all of the things required to properly research repairs. Additionally, he gave a liabilityreducing, how-to-sleep-at-night overview of what he calls a “bulletproof file.” What does it mean to have a “bulletproof file”? According to Olson, it consists of current authorization forms, logs of notes (both internal and external), proper OEM repair procedures, photo documentation (in specific timeframes before and during the repair) and much more. He explained that whatever happens with and to the vehicle – including things the shop gives away – needs to be in that file. This will assist repairers in overcoming the fact that few people can remember specific details and events surrounding a job years after it is completed.
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December 2018
Olson emphasized the importance of keeping logs of all conversations related to the repair, including the date, time and the name of person interacting with the shop. He also encouraged attendees to document the expiration dates with photos of materials used – especially urethane. This documentation extends to noting any subcontractors used, as utilizing one doesn’t relieve a shop of liability. Additionally, compliance with personal protection equipment was strongly advised. Olson also cautioned that shops should not immediately try to fix an issue when it arises. “Before responding to any known issue with a vehicle, or whether someone has been injured or killed, pull your file. Take detailed notes of the complaints they have and take notes of the conversation. Listen and ask, ‘Okay, and what else?’ so you can get all the information you can.” At several points throughout the meeting, he advised WMABA members to have counsel for reviewing their documentation in terms of liability, insurance and state law.
“Pencil-whipping” isn’t something you hear every day, but Olson emphasized it repeatedly, saying that he’s seen many instances of a quality control document being “pencil-whipped” by including a large signature across multiple items but not being actually verified throughout. “If you have a QC document and you don’t use it entirely, you’re creating liability.” Speaking with Hammer & Dolly following his presentation, Olson again stressed the importance of maintaining a “bulletproof file,” which could be a critical asset if a shop faces ligation over a repair. “You’re going to get shot at…In your file, are you bulletproof to withstand that shot? If you give me your file, I should never have to talk to you again. I should know everything that happened – from communications to the pictures to everything. If you can do that and fully have everything done right, you’re going to be able to win.” Olson is hopeful that his presentation left WMABA shops with considerable food for thought. “It’s not like I told them anything they already didn’t know or probably haven’t heard, but I think they heard it a different way – from [the perspective of] liability, profitability and how they actually run a business. Culture and process [equal] quality. If you have culture and no process, you don’t have quality. If you have process and no culture, you don’t have quality. You need to have both. Part of documentation and process is having a culture that pulls for that.” Above all, he stressed that a shop’s obligation to provide a safe and proper repair does not end when the vehicle drives away. “There’s a difference between a warranty and liability. Your warranty is for as long as they own the car. Your liability is for as long as that car is on the road.” H&D
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
December 2018
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Growing talent on display.
LOCAL
NEWS SkillsUSA Hits the State Fair of Virginia
Surrounded by corndogs and elephant ears, you’d be surprised to find a large contingent of high school students competing in a SkillsUSA one-day competition for everything from culinary to collision repair. On October 1 at the State Fair of Virginia in Doswell, it was delightful to see 40 competitors and their instructors come from all over the state to demonstrate their skills in both collision repair and refinish. Their eager demeanor was contagious as they all excitedly got to work. While refinish competitors brought their work, with a notebook outlining their process, they were judged based on that work and their ability to describe it to the judge. Collision repair competitors were given a fender with a minor dent and asked to repair it to the best of their ability based on a scoring system. That system also included their personal protection equipment, something that was sadly missed by a couple of students – but guaranteeing they will not make that mistake twice! Mingling with the instructors, WMABA Executive Director Jordan Hendler was able to speak with them about some of the issues they face.
“The teachers want to provide quality, employable graduates who can be entrylevel people in a facility,” noted one instructor. “They need apprenticing opportunities, feedback on curriculum, assistance with their Advisory Boards and just a plain uplift from our industry. They deal with hurdles, just the same as a shop. In many cases, they face even more challenges when their leadership just ‘doesn’t get it.’ We need to do better about using them for our next generation; Lord knows we need good, new people. They’re doing their best to give that to us!” Concluding the competition portion, they waited for the results! The top four pairs in the Auto Body category are as follows: First Place – Dakota Bly-Payne and Austin Ott of Massanutten Technical Center (Harrisonburg, VA), Second Place – Conner Bowman and Daniel Castro of of Massanutten Technical Center, Third Place – Daniel Marsh and Jayden Fields of Northern Neck Technical Center (Warsaw, VA) and Fourth Place – Kalisa Bolhman and Garrett Green of Triplett Business and Technical Institute (Mount Jackson, VA). H&D
Competitors Talysa Embrey (left) and Skii Bohlman from Triplett Business and Technical Institute
SkillsUSA collision competitors at the State Fair of Virginia
The winners from Massanutten Technical Center
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December 2018
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Inside the best SEMA yet.
RECAP
From in-depth discussions on current issues and technologies to intriguing glimpses into the future, this year's SEMA Show gave collision repair industry attendees an unforgettable experience. Read on for exclusive coverage of SEMA 2018.
RECAP SCRS SCORES: Repairer Driven Education Highlights from SEMA 2018 BY ALANA BONILLO AND JOEL GAUSTEN Presented by the Society of Collision Repair Specialists (SCRS), this year’s Repairer Driven Education (RDE) Series provided invaluable tools and information designed to create a more knowledgeable and prosperous collision repair environment. On October 31, RDE veteran and industry legend Mike Anderson (Collision Advice) drew the largest crowd of the day for “OEM Repair Procedure Best Practices.” With content based on his new 2018 monthly video webinars, Anderson presented an overview of some of the most important features of various OEM repair procedures, including how to navigate the information websites for Toyota, FCA, Nissan,
Wade Ebert of the Automotive Education and Policy Institute (AEPI)
Infiniti, GM and other automakers. Above all, he stressed that looking up this information is absolutely critical. “Ladies and gentlemen, you better start researching your cure times. Every vehicle manufacturer that I have researched has specific cure times for structural adhesive when used.” The chilling realities of what can happen if a shop doesn’t adhere to OEM-approved parts and procedures were brought to light during the recent John Eagle case. The attorney who drove that litigation, Todd Tracy, made his SEMA 2018 appearance at the “Understanding Liability in this New Era of Diagnostics, Calibrations and Programming” panel. “If you don’t calibrate properly, guess who is gonna be blamed when a family of four gets killed? It’s not going to be the insurance company. It’s not going to be the OEM; they are telling you to do it. It’s gonna be you.” The solution? Documentation. “That is what will save you,” he advised. Ryan Taylor, CEO of Bodyshop Booster and Matthew McDonnell, president of Big Sky Collision Center, presided over “Auto Body Growth Hacks,” an RDE class that painted a bright picture of how to use marketing tools to “thrive, not just survive” in this industry. Customers want convenience, Taylor
Sherwin-Williams’ Mike Lanza
explained. Most shops operate their business during the same hours in which potential customers are also working. Asking them to spend an hour-plus to come in for an estimate during these work hours is the opposite of convenient and won’t get the customer in the shop. “If you remove pain points, you will get your customer.” The importance of following OEM procedures was the key component of the “Facing Increased Complexity and Liability How to Protect Your Collision Repair Business” panel moderated by David Willett (Intrepid Direct Insurance) and featuring Auto Body Association of Texas (ABAT) President Burl Richards, Ron Reichen (Precision Body and Paint) and Shaughn Kennedy (Intrepid Direct Insurance). The foursome engaged in a discussion that explored the realities of how today’s technologically dominated vehicle systems have completely changed this industry. “If you don’t follow OEM procedures, you aren’t ensuring your future as a business. You will not be relevant down the road if you are not doing this,” observed Richards. During their RDE seminar, “Four Steps to
WMABA Executive Director Jordan Hendler appeared before the Collision Industry Conference (CIC) body to provide an update on the CIC Marketing Committee and encourage industry participation in the Haiti Arise initiative (haitiarise.org)… Polyvance expanded its SEMA presence this year, which allowed them to have three work stations where they demonstrated different welders and their PlastiFix systems…
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Spanesi used its time at SEMA 2018 to launch a new lighting system. Chief Operating Officer Tim Morgan says the new system gives off natural light to allow technicians who are estimating or detailing to see the vehicle in the light it will be exposed to without any distortion from fluorescents… PPG wowed crowds with its spectacular “Camp Wannapaintem”- themed display, which featured a restored Volkswagen camper along with other classic cars and appearances by celebrity painters around the clock…
Finding technical and managerial success. Set Proper and Profitable Labor Rates for Your Individual Shop,” Sam and Richard Valenzuela of National AutoBody Research outlined steps crucial in identifying the proper Labor Rate for your individual business. In Sam’s mind, there are just too many factors working against the idea of a prevailing Labor Rate. A business owner has to adjust their rate to make up for increased costs. “If rates are not adjusted, it will erode profit.” Crunching numbers undoubtedly will make any shop owner’s head spin, but the reality is that when costs increase, the shop’s Labor Rate has to be adjusted. “The goal is to help you make sound business decisions in a sound, business-like way,” added Richard. During “Building Your Business to Meet the Direction of the OEM,” Dave Gruskos, president of Reliable Automotive Equipment, addressed collision repair professionals on how shops should go after OEM certifications and gain a bigger presence in the market. “Everyone thinks that they can apply for certification and then they do the training later. No one wants the person that does it later; they want the person that does it now.” Erica Eversman, chief counsel for Vehicle Information Services and founder/president of the Automotive Education and Policy Institute (AEPI), joined former shop owner and current AEPI Vice President Wade Ebert for “More than Just a Hand Shake: The Professional Administrative [Legal] Documents You Really Need to Operate a Successful Shop.” Eversman distributed various documents (including an “Assignment of Proceeds and Claims for Monies Due” and a “Parts Notice and Authorization”) designed to help attendees run “the most
Mike Anderson of Collision Advice
efficient, most productive and most professional collision repair shop [they] can from the administrative and legal aspect.” “Too many people are still relying on a handshake and an oral agreement,” she observed. “People say, ‘Oh, I’ve got a really good authorization.’ An authorization is nothing more than somebody saying, ‘Yeah, you can disassemble my car and do work [on it].’ For the most part, that is not going to help you if you get into a situation where somebody claims you’re violating the consumer protection laws.” Ebert, whose former family shop was once involved in a successful lawsuit against State Farm, encouraged the audience to keep track of instances when their shops lose work due to an insurer conflict or when negative statements are made about their businesses. “Emails, text messages and recorded phone calls are great,” he said, later cautioning that shops should check their individual state laws before hitting the “record” button. “Nobody wants to be trapped into giving a statement.” Of course, a major part of surviving in the collision industry in the future is how well shops adapt to the changing demands and perspectives of the repair workforce. During
“2025: The Millennial Takeover - How to Find, Train and Pay Qualified People,” Mike Lanza of Sherwin-Williams detailed how millennials (those born between 1980 and 2000) think about things – and how they want to be treated and managed. To this generation of employees, work-life balance – including schedule flexibility and opportunities to work remotely – matter more than a higher income. Additionally, millennials want to work for companies that have a higher sense of purpose, exhibit strong corporate citizenship, contribute to their community and make a difference in the world. “From this point forward, you have to change your mind on the way you look at hiring people.” H&D
Executive Director’s Thoughts Being at SCRS’ RDE and SEMA is a must-do to keep up with education, tooling, industry innovation and much more. If you are not already doing it, make plans for 2019 to get yourself to the NORTHEAST® Automotive Services Show in March and SEMA in November. It’s a requirement for being in today’s industry and succeeding! - Jordan Hendler
Axalta drew large crowds each day thanks to painter Peter Maier and other celebrity guests throughout the week… Car-O-Liner had many new products to show off at this year’s SEMA Show. “Some of the new products are way over the top and raise the bar with competitors, so it’s really a lot of fun to have a product that stands out and that no one can match,” said company representative Tim Curran… The team at Reliable Automotive Equipment was on hand to demonstrate products. RAE President Dave Gruskos said education is everything and was glad to see so many come by to learn about the company’s equipment… Pro Spot enjoyed another well-attended SEMA event as they launched many new products. As Pat O’Neill from Chesapeake Automotive Equipment put it, SEMA is “all about seeing what is new in the industry and keeping up to date with things.”… SEMA attendees went wild for the classic cars and motorcycle on display at the BASF booth… Crowds gathered around at the Chief booth to see live demos of the MultiMig 522, a push-pull torch designed specifically to optimize aluminum welding…
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RECAP Parts and Processes: The OEMs Take Charge With thousands of participating shops already looped in, various OEMs are revolutionizing the way vehicles are being repaired in America. Through their ever-expanding certification networks, car manufacturers are putting OEM-specific parts and procedures front and center in an attempt to support a complete vehicle life cycle and maintain owner loyalty and retention after a collision. In an effort to provide SEMA Show attendees with greater insight into the structures and philosophies driving this movement, the Society of Collision Repair Specialists (SCRS) presented “The Evolution of OEM Network and Expectations,” a 90-minute panel discussion during the 2018 OEM Collision Repair Technology Summit featuring representatives from General Motors, Mercedes-Benz USA, Nissan Group of America and Volvo Cars USA. As OEM certification programs continue to grow, so do concerns over potential parts restrictions for non-certified shops. Kenneth Park, certified collision program manager for Volvo Cars USA, revealed that the company
Benito Cid of Mercedes-Benz
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plans to restrict boron and aluminum materials by next year, while Mark Zoba, manager of collision network growth and strategy for Nissan, noted that the vehicle manufacturer currently restricts parts only for the GT-R. Mercedes-Benz Collision Business Manager Benito Cid added that the company imposes restrictions “basically for welded aluminum parts.” In addition to its forthcoming restrictions, Volvo will be requiring 100 percent OEM parts usage by next year. Currently, the automaker insists on 95 percent for all program shops. Zoba insisted that there is nothing nefarious behind Nissan’s push for the use of OEM parts. “I know when we first [launched] this program, everyone thought this was just a parts play from the OEs. What they didn’t know is what we knew. We knew the vehicles we were going to be coming out with; we knew that we were going to be changing the materials for our vehicles. We knew the technologies that were coming down the pipeline. We want to make sure that the industry is prepared to obviously fix those vehicles as we move forward.” But will insurers play along? Does the proliferation of OEM certification spell trouble for insurers promoting Direct Repair Programs? Will insurers encourage consumers to utilize facilities that hold such a strong commitment to OEM parts and procedures? General Motors Collision Manager John Eck opined that the automotive community still has a long way to go before it can satisfactorily answer these questions. “There is a gap [between insurers and OEMs], and we need to figure out how to close [it]. It’s going to take cooperation and collaboration on both sides…We want a proper, safe repair. I do believe that the insurance carriers want that as well. Their metrics of their DRPs have been around for a while; I don’t know how often they evolve, change or update [them]…We’ve been asking for a couple of years, ‘How do we come to the table together and find solutions?’ It’s been a challenge, and that’s just a real scenario between the two.”
Inside automaker networks.
Kenneth Park of Volvo
“We’re all trying to do the same thing – get the customer back in a safely repaired vehicle,” commented Cid. “Everyone is starting to understand that a safely repaired vehicle is [the result of] following these procedures.” Zoba observed that some insurers are already seeing the light when it comes to recommending certified facilities. “The number-two way a [Nissan customer] gets to a certified shop is from an insurance carrier referral. The insurance carriers are even seeing the value in the certified network, and they’re starting to refer customers [to those facilities] as well.” Of course, the need to perform accurate repairs extends far beyond a certified repair network. With the majority of OEM procedures in a state of constant change, Cid urged attendees to always identify the date and most recent modification made to any procedure they utilize during the repair process. “Any time you do a repair, look up the procedure at that time.” H&D
Executive Director’s Thoughts The OEMs have made it abundantly clear they want more control of the repair process to protect the consumer experience – and they’ll stay with their brand for the next car purchase. Paying close attention to the programs, requirements and training is the only way you’ll be fixing cars of the future. You’ll have no more opportunity than now, and that’s narrowing. - Jordan Hendler
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RECAP
Debating the quality question.
CIC REPORT: Aftermarket Rep Pushes Back on OEM Parts Bills The debate over the use of aftermarket parts and non-OEM procedures has moved from industry conference rooms to the legislative arena. With everything from the John Eagle verdict to the rise of automaker certification programs pushing the use of original equipment products like never before, a slew of bills aiming to push manufacturerapproved practices are hitting State Houses across the nation with varying success. How are the insurance and aftermarket parts industries responding to this trend? The November presentation of the Collision Industry Conference (CIC) Governmental Committee provided a clear – if at times uneasy – answer. “We very much feel that the priority is a safe repair,” offered Stacy Bartnik, industry relations manager for Intertek, the entity currently overseeing the Certified Automotive Parts Association (CAPA) aftermarket parts certification program. “There is a lot of discussion about OE repair procedures and such. It’s a big topic and something that we at Intertek agree with, but we agree that there are two parts to that. It is following OEM repair procedures and using a quality part. Whether that part is OE or CAPA-certified, we want to make sure that repair is done properly and safely. “The concern is if legislation mandates OE repair procedures and a procedure says it has to be an OE part, I think it’s going to affect competition,” she added. “It’s going to affect repairs; repairers want to fix cars, not total them. It will also raise the cost of premiums. We want to make sure there’s an option out there that will still give you a safe repair following an OE repair procedure.” Panelist Darrell Amberson (LaMettry’s Collision) shared his own misgivings over the current rise of legislation to curb the use of
Intertek’s Stacy Bartnik warned of customer woes in pro-OEM legislation.
aftermarket parts – but not for Bartnik’s reasons. “In an ideal scenario, [stakeholders] would come to some resolution on that without legislation. To be frank, we’ve had some states where legislation has been introduced where the wording has equated ‘factory repair standards’ to ‘industry repair standards.’ That causes me some concern; as a repairer, I have an immense fear of defending ourselves. In today’s [era] of litigation…If I find myself in court defending a repair procedure, I need the documentation to do it. Frankly, ‘industry standards’ without more clarity…I question if that’s going to do it for me.” With Texas attorney Todd Tracy again making waves with a recent crash test demonstrating that genuine OEM replacement parts perform as intended, Hammer & Dolly asked Bartnik if similar crash test results for CAPA-certified products were available to the motoring public. She responded that Intertek does perform crash tests on bumpers (but did not mention similar testing on other parts), while noting that the company’s standards are
TROIKA360’s Livia Anne Guarnieri challenged Intertek’s testing processes.
readily available to vehicle owners and industry stakeholders. “We work off of the tolerances of all the parts [in our testing]. We look at the tolerance on that OE part and how that might handle in a crash test. Our tolerance is within a certain percent of their tolerance…We want to make sure that those parts are functionally equivalent to any OE part and will function the same on the vehicle…I’m very confident that we have the same type of tolerances that an OE part would have.” Panelist and TROIKA360 founder Livia Anne Guarnieri challenged Bartnik’s response. “Can I ask you where that confidence comes from? Have you been there? Have you seen it and touched it? Talk about that confidence.” “I see what we do in our lab,” answered Bartnik, who added that Intertek’s process includes (among other procedures) tensile testing and biomechanical testing. “Have you been in an OEM facility when they do that testing?” asked Guarnieri. “I haven’t,” replied Bartnik. H&D
Executive Director’s Thoughts
The issues surrounding parts’ qualities are still the same now as they have been in my 20 years here. Aftermarket parts are being used every day, certified or not. The majority of repairers are not considering material make-up or crash testing for safety as the priority over insurer direction. What they will be hit over the head with soon is the tolerances that affect ADAS systems, airbag timing, collision avoidance, etcetera. When doing recalibrations on newer vehicles, any parts issue will be real. That will affect their ability to complete a safe repair and contain their liability. Additionally, my experience in the past year of CIC meetings has shown a lessening of vocal industry advocates. While associations like WMABA and SCRS are still voicing member concerns, less repairers are going to the mic and are instead opting for a participation of attendance. Many find the networking to be the biggest benefit, but making sure your concerns are heard is the most important reason CIC even exists! Use it or lose it, people.
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- Jordan Hendler
December 2018
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RECAP
Looking back to move ahead.
Jeff Hendler on Five Industry “Revolutions” For its final SEMA-related event of 2018, SCRS debuted the IDEAS Collide Showcase, a TED Talks-inspired series of short presentations by collision industry experts. While the two-hour gathering was designed to give attendees what SCRS Executive Director Aaron Schulenburg called “a quick delivery of big ideas of what the future of this industry looks like,” the IDEAS Collide Showcase also featured a look back at where the industry has been thanks to a speech by CIC Administrator Jeff Hendler. Offering perspectives gathered from his
Industry historian Jeff Hendler during SCRS’ IDEAS Collide Showcase at SEMA 2018.
42 years in the industry, Hendler shared that he has witnessed five major “revolutions” in the collision field since the late ’70s: Unibody vehicles (and the subsequent creation of ICAR), paint systems, computerization, management workshops (including the legendary ARMS program) and the “adversary-versus-partner relationship” with the insurance industry. He noted that a sixth revolution – repair information – is now at the industry’s doorstep. “We have to sleep at night; we have to know that the car has returned to its pre-loss condition and all the systems and sensors work.” As a way for the industry to ensure a prosperous future, Hendler called for greater participation from shops nationwide in events like the ones presented by SCRS throughout the week at SEMA. “I’m so proud of this industry for how some of us have accepted the changes. I realize now more than ever that [of the] 35,000 collision repair shops in this industry today, there are probably 3,000 of them that are doing it the correct way and 32,000 of
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them that need to be enlightened…The safety of our customers resides in the fact that the other 32,000 have to get to the table.” Other IDEAS Collide Showcase speakers included Scott Ulnick (Ducker Worldwide), Jason Verlen (CCC Information Systems), John Shoemaker (BASF), Matthew Doude (Center for Advanced Vehicular Systems), Kevin Dunn (Decisely), Pete Tagliapietra (NuGenIT), Dan Langford (Nevada Center for Advanced Mobility), Amir Hever (UV Eye) and John Ellis (Ellis & Associates). A further examination of the issues discussed during the event will be featured in next month’s Hammer & Dolly. H&D
Executive Director’s Thoughts I’m kinda partial to this “old timer,” but he makes a lot of sense. He stays on top of technology even in his 60s and encourages collision repairers to never give up learning new things – and knowing what is right to fix TODAY’S cars the right way. - Jordan Hendler
Matrix Automotive Finishes introduced three new “Mavericks of Color” - influential painters Lonny Speer, Jason Vander Woude and Bill Stull – as brand ambassadors at the Sherwin-Williams booth…
American Honda retiree Gary Ledoux attended CIC to introduce attendees to his brand-new book, YesterWreck: The History of the Collision Repair Industry in America… The Society of Collision Repair Specialists (SCRS), the Women’s Industry Network (WIN), I-CAR, Audi, AkzoNobel and Automotive Service Excellence (ASE) were among the participants in SEMA’s Student Career Day… Automotive Management Institute (AMI) President Jeff Peevy delivered his first address as incoming chair of CIC… AkzoNobel made waves at SEMA with its stunning display of vehicles on the exhibit floor. The 1955 Mercedes-Benz Gullwing by Kendig-it Design earned the Best on RS Award and the John D’Agostino Award of Excellence... The National Auto Body Council (NABC) held a celebration in honor of its Recycled Rides program, presenting four local military veterans with donated repaired vehicles. These Recycled Rides will give the recipients mobility and independence so they can better care for their families. A fifth vehicle was donated to a homeless and low-income family shelter in Las Vegas. H&D
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Congratulations to the following 2018 Collision Industry
Red Carpet Awards Breakfast Winners! Collision Industry Electronic Commerce Association (CIECA)
Outstanding Dedication: Andrew Bober (ARMS Business Solutions) Outstanding Contribution: Joanna Cohen (Car-Part.com) Outstanding Leadership: Leslie Redfield (Genpact) Outstanding Leadership: Darrell Amberson (LaMettry’s Collision) Electronic Commerce Company of the Year: NuGen IT
I-CAR
Chairman’s Award: Clark Plucinski (Collision Repair Education Foundation) Jeff Silver Award: Rick Cope (Cope Collision Center) Russ Verona Memorial Award: Jeff and Jeanne Silver (CARSTAR Mundelein)
National Auto Body Council (NABC)
Body Shop Image Award: Moppert Brothers Collision Award of Distinction: Kevin Thomas (Town East Ford)
Society of Collision Repair Specialists (SCRS)
Affiliate Association Award: Mississippi Collision Repair Association 2018 March Taylor Memorial Fund Kina’ole Award: Petra Schroeder (retired “Collisionista”)
Automotive Service Association (ASA) Phoenix Award: Chuck Sulkala (retired)
BodyShop Business
Collision Repair Executive of the Year (Multi-Shop): Vartan Jerian (Caliber/H&V Collision Center) Collision Repair Executive of the Year (Single-Shop): Louis Giordano (Giordano’s Collision)
Former WMABA President Clark Plucinski received the 2018 I-CAR Chairman’s Award for his work with the Collision Repair Education Foundation (CREF).
Automotive Management Institute (AMI)
Training Provider of the Year – Collision Repair Segment: Mark Claypool (Optima Worldwide) Recognition for Outstanding Dedication, Commitment & Personal Leadership: Tony Passwater (AEII) and Bob Keith (Assured Performance) AMI 2018 Graduates: Ken Brown, Bruce Burrow, Maria Carrillo, Robert Byron Gottfred, Wesley Jackson, Kandie Jennings-Molloy, Scott Kaboos, Tony Passwater, Carl Preston Riggenbach, John Shoemaker, Kenneth Thayer
Congratulations to the following WMABA-Area 2018
Collision Repair Education Foundation (CREF) Award Recipients! $5,000 I-CAR Northern Virginia I-CAR Committee Awards: Chantilly HS STEM Academy (Chantilly, VA), Dowell J. Howard Center (Winchester, VA), Fauquier High School (Warrenton, VA), Monroe Advanced Technology Academy (MATA)/C.S. Monroe Technology Center (MTC) (Leesburg, VA) $5,000 GEICO Grant: Gaithersburg High School (Gaithersburg, MD)
$3,000 Caliber School Grant: Tidewater Community College (Chesapeake, VA) $3,000 Hertz Grants: Randolph Technical Center (Elkins, WV), Tazewell County Career & Technical Center (Tazewell, VA)
Industry veteran Petra Schroeder (retired “Collisionista”) received the 2018 March Taylor Memorial Fund Kina’ole Award. Melissa Marscin, CREF director of operations and administration
$1,000 Collision Repair Education Foundation Awards: North Point High School for Science, Technology & Industry (Waldorf, MD), CATEC (Charlottesville, VA), New Horizons (Hampton, VA), Rockbridge County High School (Lexington, VA), Triplett Tech (Mount Jackson, VA), Northern Neck Technical Center (Warsaw, VA), Mercer County Technical Education Center (Princeton, WV), United Technical Center (Clarksburg, WV)
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Audi Annapolis 1833 West Street Annapolis, MD 21401 Parts Direct: 443.482.3280 Parts Fax: 443.482.3281 www.audiannapolis.com
Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com
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
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INDUSTRY
Getting and keeping great techs.
ADVICE
Do you have a question for Mike? Contact Hammer & Dolly Editorial Director Joel Gausten at joel@grecopublishing.com or (973) 600-9288, and we’ll ask him in a future issue.
ASK MIKE How Can Shops Better Attract New Technicians?
This month, we “ASK MIKE” to discuss how shops can better attract and retain new technicians. We at Hammer & Dolly hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industryrelated matter that he can answer in a subsequent issue.
Hammer & Dolly: Obviously, a lot of shops out there have a hard time finding and retaining new technicians. Finding success in this arena typically begins at the vocational school level. Based on your experiences as a former shop owner, how can repair facilities work to better connect with students before they graduate to bring them into the industry?
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Mike Anderson: There’s a saying: ‘Don’t steal fish from another man’s pond.’ It was never my goal to try to recruit employees who worked at other facilities. That’s not to say that I didn’t have people working for me who had previously worked somewhere else, but I didn’t reach out and try to recruit people from another shop. I didn’t believe in that. When I first purchased Wagonwork from my dad in May 2000, my goal was to grow our staff. I did that in a variety of ways. The first way was through what is now called SkillsUSA. Because I was fortunate enough to live in the DC/Maryland/Virginia area, there were multiple vocational school programs at that time. I got involved in the Advisory Boards at each of the schools that were in my local area. At one time, I was on seven or eight different high school Advisory Boards. The first thing I did when I joined those Boards was sit down with the instructors and ask, ‘What do you need from me?’ I found out that a lot of the programs had restricted budgets. I started working with them in getting the materials, tools and equipment they needed to modernize. The second thing I did was offer up one of my employees as a monthly guest speaker to inform students about the different positions and opportunities in the collision repair industry. I also put together a curriculum for students so they
could prepare for their SkillsUSA competitions. I gave that curriculum to the schools and said, ‘These are the things that the students really need to have in order to be successful. If they don’t have these things, let us know and we’ll supply that for the contest.’ We would go to the schools and conduct contests for the students. My employees would serve as judges. At the end of each contest, we’d say to the students, ‘Okay, here’s how you should have done this. Here’s what you could have done to be more efficient or more quality-oriented.’ This led to us conducting the SkillsUSA contests for Virginia and Maryland. We did those for many years. We would host those contests at our shops so that the students were all using the same welder, tools and equipment. We partnered with our vendors and equipment distributors to help us host these full-day events. While my employees conducted the contest, I talked with the parents about debunking some of the myths in the industry. During the years we hosted the contest, I don’t think we ever had anyone from Maryland or Virginia place less than fifth for Nationals. The students we worked with always did extremely well. Our work with SkillsUSA also came with a side benefit in that we got to see how the students worked. It was almost like an NFL draft day. Also, the students got to see our
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ASK MIKE
continued from page 36
shop, and we often had Porsche, Mercedes-Benz and Audi vehicles there. It helped us to recruit a lot of employees. That wasn’t our intended goal, but it was another nice benefit. Towards the end of my career as a shop owner, I had 63 employees. Most of them were in their twenties and thirties, and more than 50 of them came from SkillsUSA. During the summers, we would take on a lot of students through an area apprenticeship program. At the time, GEICO would pay up to $3 an hour, up to a 40-hour week, for a one-year period to help encourage shops to hire apprentices. I managed that apprenticeship program for WMABA, and we would place the students in other shops. GEICO was a great supporter back then. In addition to working with vocational schools, we would also connect with colleges and work with students on the post-secondary level. Another thing we did to recruit employees was work with the Association for International Practical Training [AIPT]. We brought people in through J-1 work visas from Denmark, Germany, France and England. A J-1 visa allows people to come and experience the American way and work here legally for 18 months. We made sure we furnished them with a place to live and paid them a fair wage. We had six or seven employees who came over from Europe. All but two of them just loved America, and they actually applied for a permanent green card and ended up working for us. We also tapped into the military. Because I had been in the military, I knew a lot of those people were looking to find a career afterwards. Every military branch has a website where you can look at the résumés of military people as well as post ‘help wanted’ ads. When we developed our website, we created a ‘careers’ section. I find that most shop
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websites don’t have a place where people can go to apply for jobs. We also developed a recruitment brochure. Unfortunately, a lot of people want to hire those who are already trained. While that is an easy, short-term solution, I found it was better to suffer through the pain for the first year or so and give inexperienced people an opportunity. Once you are a year or 18 months into it, you have a fresh pipeline of people coming in. Above all, I want to recognize my employees who were willing to take on apprentices and train them. I may have found and recruited those apprentices, but my employees were the ones who helped these recruits thrive. H&D Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).
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