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December 2021
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CONTENTS
December 2021
28 COVER STORY
PHOTO COVERAGE BY CHASIDY RAE SISK
WMABA 2021 GOLF OUTING HIGHLIGHTS A beautiful day for a round of golf and networking. NATIONAL NEWS
2021
11
TOGETHER AGAIN IN VEGAS: SEMA 2021 RECAP
Exclusive coverage begins on page 11.
12 REPAIRER DRIVEN EDUCATION HIGHLIGHTS FROM SEMA 2021
BY ALANA QUARTUCCIO BONILLO AND CHASIDY RAE SISK Training to enhance your shop’s success.
16 GAME ON: TECHNOLOGY TRANSFORMS COLLISION REPAIR BY CHASIDY RAE SISK Preparing for the industry’s changes.
20 IDEAS COLLIDE ON INDUSTRY DISRUPTIONS AND SOLUTIONS BY CHASIDY RAE SISK Experts circumvent collision challenges.
DEPARTMENTS 4 President’s Message 6 Executive Director’s Message 7 WMABA Member Application
24 OEM TECHNOLOGY SUMMIT: REPAIRERS SEE HOW THE FUTURE WILL TAKE SHAPE
21 2021 Collision Industry Red Carpet Award Breakfast Winners
AROUND THE INDUSTRY
31 WMABA Sponsors
33 Pro Spot Announces VW Group Approval 33 Women’s Industry Network Accepting Nominations for 2022
34 Advertisers’ Index
BY ALANA QUARTUCCIO BONILLO Are you ready for the technology of the future?
Most Influential Women
December 2021
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PRESIDENT’S
Steven Krieps (304) 755-1146 skrieps@live.com
MESSAGE HOLY SHIPPING! “I’m sorry, Mr. Customer, your two-day job has been delayed by one part that has been placed on the back order list...” Silence is the only answer. Have you found yourself making a similar statement recently? You’re not alone by a long shot! Supply chain issues are wreaking havoc on the collision repair industry, and this is only a part of the ripple effect that is going on around the United States, impacting shipping, trucking, rental and ultimately the consumer – your customers. Enterprise’s Q3 rental length is up to 15.2 days, compared to roughly 12.2 days during this same period last year. According to Reuters, the auto industry is on track to reach production of 7.7 million vehicles in 2021. We all hear about the microchips shortage, but there is much more going on. High demand, combined with tight supplies on other commodities such as steel, plastic resin and rubber, is driving up costs and creating manufacturing issues worldwide. With this high demand, shipping contracts are on the rise, while the ocean carrier schedule reliability continues to decline to 21-30 days. Trucking companies are struggling to move what supplies are making it to ports, due to factors including overall labor participation rates, training/licensing issues, the drug and alcohol clearinghouse (which has flagged more than 82,000 drivers for violations since January 2020, with nearly 67,000 still not allowed to drive) and other industries recruiting for better pay. Where does this leave the consumer in all this? Frustrated over delays. Sadly, a contract is a contract, and insurers can - and some
WMABA OFFICERS
PRESIDENT Steve Krieps steve@gregclineauto.com 304-755-1146 VICE PRESIDENT Rodney Bolton boltonconsulting61@gmail.com 443-386-0086 TREASURER Kris Burton kris@rosslynautobody.com 703-820-1800 SECRETARY Phil Rice phil@ricewoods.com 540-846-6617 IMMEDIATE PAST PRESIDENT Torchy Chandler Torchy Chandler torchy.chandler@gmail.com 410-309-2242
BOARD OF DIRECTORS
Don Beaver (donbeaver3551@gmail.com) 443-235-6668
Bill Hawkins (hawkinswilliamjr@gmail.com) 510-915-2283
Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928
John Shoemaker (john.a.shoemaker@basf.com) 248-763-4375
ADMINISTRATION
EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116
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December 2021
do - stick to rental limits regardless of the whys. Let’s face it. The consumer, frustrated with the situation, looks to the shop to fix it. When they calm down and realize it’s not your problem to fix, but you addressed it anyway, they may wonder if you cut corners. What can you do as a business to help your customers and yourself? I don’t claim to have anything other than ideas and suggestions, things that are working for those I deal with. You can take a step back and map out your supply chain as it is today: Where are the largest delays and problems? This will need to be a living map as things can change dramatically, but hopefully, it can give you insight to walk your customers through the challenges from the beginning and not after you’re neck deep. Managing expectations is key! If you are OEM-certified, reach out to your area contacts when issues arise. Sometimes the issue is a communication breakdown between manufacturers, distributors and local vendors. The systems they use are not foolproof. The last thing I will say is - get involved with your local or regional associations. Discussions from the collective can generate possible solutions and ideas when we share and talk things out. Keep the empty chair first and foremost at the front of your thoughts, and maintain an open mind, regardless of political affiliation and the current administration’s executive order mandating a 100-day assessment of critical supply issues. It may not be wise to sit back and wait for an answer. Supply chain disruptions are currently projected well into midyear 2022.
H&D STAFF
PUBLISHER
Thomas Greco thomas@grecopublishing.com
SALES DIRECTOR
Alicia Figurelli alicia@grecopublishing.com
EDITORIAL/CREATIVE Alana Quartuccio Bonillo COORDINATOR alana@grecopublishing.com MANAGING EDITOR
Chasidy Rae Sisk chasidy@grecopublishing.com
OFFICE MANAGER
Donna Greco donna@grecopublishing.com
PRODUCTION COORDINATOR
Joe Greco .joe@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 © 2021 Thomas Greco Publishing, Inc. Stock Images courtesy of istockphoto.com.
December 2021
5
EXECUTIVE DIRECTOR’S
What a week!
MESSAGE
We’re BAAAAAAAAAACK! Holy smokes, SEMA week was amazing! What’s most amazing is the feeling of getting back to normal (whatever normal used to mean). We’re all afraid to jinx it by saying something, because we’ve all been through the two spikes now, but I don’t think I can jinx it because I just don’t believe in that! If you do, you can feel free to insert “crossing fingers and toes” or “knocking on wood” here, and we can both go on, ha ha. Whatever your beliefs are, I felt a lot of gratitude for the intense amount of connection and information I got over the course of my six days in Vegas. It was cool to see so many people enjoying both instructional and fun events. Walking around the show is just a delight, with so many beautiful vehicles, cool tool setups and elaborate displays. Everywhere you look, another tricked out vehicle is there – trucks with lifts and popup tent setups to modded-out Lambos and everything in between. I even had fun checking out the Toyota booth for Tacozilla (seen at right - go look that up)! Starting off the week with the Collision Industry Conference was perfect, giving rise to the discussions around what’s happening – and what’s coming – in our industry. It brought it all home, listening to the panel discussion about the relationships between shops and their insurer partners and certified repair programs. My take-away from that discussion? You can’t ride two horses with the same a$$, Sugarbean. Brownie points if you know the movie. The OEMs are just hard-set on their procedures. Because, dang it, they’re PROCEDURES for a reason! That sentiment was seen throughout the entire week of events, and most especially from the new carmakers featured in this issue, like Rivian and Lucid. Not just
the new, but the established brands are touting it loud and clear. The message is clear; it’s just going to get harder and harder to stay set in old habits. It will be exciting to grab many of the amazing presenters from the Repairer Driven Education put on by SCRS for our own Collision P.R.E.P. series in the Spring. You’ll be able to get those RDE classes to watch online from the SCRS website, which is an amazing thing, but we also want to get you into the community of education and in live settings where you can ask questions and get instant feedback. Taking advantage of these tremendous opportunities to learn from the best and brightest, along with being in the same room as successful peers, is the only way shops are going to thrive well into the future. No man (or woman) can get to the front of the curve by sitting on an island. All this to say, I missed seeing YOU there. For those who came, you already get it. For the majority of you who missed it, mark your calendar right now for November 1-4, 2022 and be in the center of the informational hurricane. Bring your peers and ears, and I’ll be there alongside you to soak it all in! Trust me, it’s 1,000% worth every ounce of effort!
Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
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December 2021
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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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December 2021
Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com
10
December 2021
Nothing can hold us down or keep us apart.
RECAP
Between the educational seminars, the exhibitors, the stunning cars and the plethora of networking opportunities, the industry’s return to The SEMA Show provided memorable experiences as attendees enjoyed getting back together in Las Vegas. Read on to check out our exclusive coverage of SEMA 2021!
December 2021
11
RECAP HIGHLIGHTS As always, the Society of Collision Repair Specialists’ (SCRS) Repairer Driven Education (RDE) series featured SEMA 2021’s best collision-related information, delivered by industry-leading movers and shakers, allowing attendees to walk away with useful knowledge to help enhance their shops’ success. During “Scanning and Calibrations – Make Them a PROFIT Center of Your Business,” AirPro Diagnostics’ Aaron Clark and Eric Newell discussed the liability and safety concerns associated with pre- and post-repair scans. “Scanning is about customer safety,” Newell pointed out. “You only have two choices: Will you repair the vehicle safely, or are you making decisions that could put someone’s life in jeopardy? There is no middle ground!” “We must repair vehicles properly,” Clark agreed. “Whether you perform calibrations in-house or outsource them, you’re still responsible for ensuring they were done correctly. Ask yourself whether or not you have the knowledge to fix the vehicle in front of you; too often, we don’t. We take on something we think we’re qualified to do, but procedures change often so you need to pull them every single time. Ultimately, we want someone who is willing to learn and to apply accurate knowledge.” In an industry that constantly sees new trends and change, Pete Tagliapietra and Ken Eagleson of NuGen IT informed collision repairers about the transitioning approach OEMs seem to be taking in regard to their Collision Repair Networks (CRNs). OEMs’ increasing interest in how their vehicles are repaired, their willingness to build insurer relationships and their desire to consume as much data about customers as possible all boils down to wanting to ensure their cars are being repaired correctly. Although price and equipment are concerns for many shops, he believes more and more will aggressively pursue CRNs with DRP programs falling to the wayside. “You need to be cognizant of the fact that OEs are playing – and will continue to play – a
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December 2021
much bigger role in how their brand is being repaired, and that momentum will continue,” stressed Tagliapietra. “You will also see further relationship-building between insurance companies and manufacturers.” Customer satisfaction is crucial to OEMs. If a vehicle owner isn’t happy with the vehicle, they will dump it in less than a year and move on to another brand. OEs have a real stake in how their vehicles are repaired, and that is where their interest in building better insurer relationships comes from. “There’s an argument to be made that OEs will have greater influence over insurers as things move on.” Hiring and attracting new blood to this industry was a challenge long before the pandemic, and Michael Lanza of SherwinWilliams painted a very clear picture of what today’s employees look like and how to attract them into a collision center. According to Lanza, 21st Century employees (those born after 1980) will make up 75 percent of the workforce by 2025. These employees do not share the work ethic and mindset of the Generation X and Baby Boomer generations who put their noses down and didn’t question a thing. “These 21st Century employees need to believe their ideas are being heard to make a tangible difference toward a goal,” explained Lanza. They value meaningful motivation, challenge hierarchy status, want relationships with their superiors, are open to change and are intuitive to technology. Offering them a sense of purpose and marketing a business as a culturally stimulating environment is a great way to attract new employees. Digital marketing is key to finding employees. “You can’t search for people who are looking to be in this industry; you want to find people who don’t know they want to be in this industry.” “Hire people who are good enough to leave, but treat them well so they want to stay,” he advised.
With events like a pandemic, growing emphasis on OEM certifications and the introduction of the electric car, changes occur so exponentially that collision repairers must prepare for what many are calling “the new normal.” BASF’s John Shoemaker joined colleagues Jeff Wildman and Jane Niemi in addressing “The Ebb and Flow of a New Normal.” Using the electric vehicle as an example, the team stressed that not knowing what we don’t know is problematic. “It’s a different skill set,” Wildman pointed out. “Think of the voltage and power of these batteries. What happens if you have one of these cars and there’s a thermal event in your shop?” New technology is always evolving, but the pandemic launched a reliance on the virtual: Photo estimating increased substantially from one percent to 22 percent with an expectation to rise to 50 percent by 2025, according to Niemi. Shoemaker stressed that businesses must closely examine where their work is originating. It’s known that 70 percent of people seek vehicle repairs near their jobs. Since the pandemic forced most to work from home, it also changed the customer base for many shops. “Bottom line is that your growth is dependent on your knowledge of what’s going on in the world today,” Shoemaker advised repairers. Steve Trapp of Axalta spoke about turning quality control information into process improvement gold. Using tools such as a continuous improvement log, Trapp walked attendees through the process of recording every step along the way. “Talk to people. If there is a failure, write it down, have a conversation and say, ‘Please indicate why you think it triggered this.’ It’s meant to give us as much information about that point because it’s fresh in your mind and you remember. Logging that information will help us.”
SCRS’ RDE covers all the bases. BY ALANA QUARTUCCIO BONILLO AND CHASIDY RAE SISK
When it comes to choosing a DRP, OEM certification or other relationship, Tim Ronak reminded shops that they need to do their due diligence and make wise business decisions.
Trapp explained the difference between a work standard and a quality standard: The work standard represents the steps followed to get the desired result, while the quality standard is the level against which it is measured. “Standards take the emotion out of a process. Without standards, I can just say, ‘Man, you suck.’ With standards, I can say, ‘It doesn’t look like the example shown here, and it’s not ready to go to the next level.’ So, if you don’t have quality standards, it’s hard to have QC and quality assurance which you need to create.” Many factors contribute to a shop’s success, and during “Finding Success Under OEM Evolving Expectations,” Mike Kirchoff (Reliable Automotive Equipment) emphasized the importance of using the right equipment, obtaining adequate training, developing relationships with dealers, keeping customers informed and – most importantly! – executing safe and proper repairs by following OEM repair procedures. “Repair procedures are important because even a small repair could have a huge impact if performed incorrectly. The repair procedures allow you to develop a blueprint. Repairing vehicles quickly and skipping steps is exactly what you DON’T want to do! It doesn’t increase profitability. You do that by writing for all the necessary processes, including consumables and time spent on testing and machine setup. You’re responsible for what you repair, so make sure you document your work.” Collision repairers deserve to get paid for what they do; therefore, it’s crucial they take the necessary steps to document every OEM procedure necessary on a repair. Database
business decision, not an emotional decision. Monetize the administrative aspects; what does it cost to manage that particular account? Everything has a cost benefit, and we have to decide what works best for us and our business.” “We need to start looking at how we measure performance in our businesses,” Ronak added. “Gross profit dollars per physical manhour invested is the equivalent to measuring the amount of profit that money machine generates for each individual on the floor. That number of profit dollars, that’s the John Shoemaker challenged shops to meaningful number: This is what I’m capable examine where their work originates as they of generating per physical manhour on the explore the “new normal.” floor.” Repairers learned the art of effective Enhancement Gateway (DEG) Administrator communication strategies and negotiation in Danny Gredinberg armed repairers with today’s virtual world from Lee Rush (Sherwinvaluable resources and tools to make sure Williams). Certain words can easily trigger they set out to “Capture Everything” and negative emotional responses, causing one to receive proper reimbursement for fixing cars become uncomfortable and defensive. correctly. He emphasized the focus on positive “Sometimes, you have to know the uses of words: terminology an OEM is using,” he advised, “It’s effective when it’s positive and addressing the importance of following constructive and sets the stage for honest and manufacturers’ procedures. “The first time may empathetic negotiations.” be a little challenging, but the more you do it, Even the tone of voice can paint the you’ll get to the information faster.” picture and set the tone for negotiations. “We can all agree that we want to get One should be aware of what Rush calls paid for what we do,” he added. “So, if we “your everyday tone,” which can be useful for run across an issue, we can go to the DEG negotiating if it’s pleasant and friendly. website and search for submitted inquiries that Providing a “Complete Understanding have been put in and resolved.” of the Right to Appraisal,” Robert McDorman There are thousands of not-included (Auto Claim Specialists) explained how this operations listed which repairers can reference document allows repairers to stand in the when building out their repair plan. consumer’s shoes and invoke the appraisal Gredinberg introduced the audience clause when necessary. to the Blueprint Optimization Tool, which “The consumer’s policy dictates what is an automated estimating building tool responsibilities the carrier has. If the policy that works with SCRS’ Guide to Complete says they need to fix the car, why aren’t Repair Planning. Using the tool is “money in they fixing it? We need to hold the insurers the bank,” according to Gredinberg, as the accountable. The policy dictates what happens software finds line items that can otherwise be in the claim – ALWAYS.” easily missed. Invoking the Right to Appraisal yields an “We don’t want to get paid for more or average increase of 90 percent, McDorman less than what you do and what you say you noted, recommending shops educate clients. are going to do.” “You have to be committed to it and make Tim Ronak (AkzoNobel) shared insights it part of your business model. There’s only related to “Severing or Surviving the Loss of one way to fix cars – and that’s the right way!” a DRP or Key Account,” recommending that Diagnostic specialist Jake Rodenroth shops assess the overall discounts available opened repairers’ minds to the very real and measure the gaps between retail and and quickly approaching new repair world agreement prices. involving electric cars, up-and-coming vehicle “When you’re targeting an individual manufacturers and what the future of repair account, you’re looking for one that can may look like in just a few years. continued on pg. 33 provide profit. You need to make a good December 2021
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December 2021
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December 2021
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RECAP GAME ON:
TECHNOLOGY TRANSFORMS COLLISION REPAIR Technological advances pervade everything around us, and that theme carried over into several fast-paced presentations at the Collision Industry Conference’s (CIC) November 2 meeting, held in Las Vegas in conjunction with the 2021 SEMA Show. Demonstrating how AI works in the collision repair space, CIC’s Future Disruptions Committee hosted experts from Claims Genius, CCC, Tractable and Mitchell International to share insights on “The Reality, Risks, Limitations and the Future,” facilitated by Committee Co-Chairs Frank Terlep and Jake Rodenroth. “As long as the underlying data is good, your AI can be reliable and your risk will be taken care of,” said Raj Pofale (Claims Genius). “If the image quality is not good, the AI will not be good. There are also limitations to finding out what’s underneath the hood, so we need to look at these things very carefully when using AI, but AI is the future.” AI is based on historical data, though, and Terlep questioned the benefits of AI with other new technologies, such as EVs, and how repair procedures can be incorporated into the process, as well as “everything else that makes up a safe and proper repair.” Jimmy Spears (Tractable) believes the
solution lies in solving the dilemma of build sheet data and helping to educate repairers to make the best judgments during the process. The goal of AI isn’t to replace people but “to assist humans with making better decisions faster which will reduce cycle time,” Dune Pagaduan (Mitchell International) stressed. “But we need feedback from repairers to improve the accuracy of AI.” In addressing the challenges of various AI systems producing different results and data, Jason Verlen (CCC) pointed out, “That’s really not an AI problem. Well before the AI era, if we walked into three shops with a damaged vehicle, would we get the same estimate from all three? So, when you ask if our AI is accurate and matches what the human would do, I have to wonder which guy you want me to match. AI isn’t magic; we combine AI with build sheet data, business rules, associated actions, insurer guidelines, etc. to come up with an estimate that’s reasonable to the situation.” During the next session, Estimating Committee Chair Danny Gredinberg stressed the importance of utilizing OEM repair procedures when writing an estimate: “Any intervention or deviation from the standard puts the consumer at risk. If we deviate from the repair plan and put our
CIC Parts and Committee Co-chair Aaron Schulenburg moderated a panel of experts on LIDAR and its imminent usage in vehicles that repairers will see in their shops.
personal opinion of how something should be fixed ahead of the OEM repair procedures, something catastrophic can happen, and we want to avoid that and reduce our liability as repairers.” Discussing “The Nuts and Bolts of Electrification” during the Emerging Technologies Committee’s update, Dr. Mark L. Quarto (Quarto Technical Services) addressed the hazards associated with repairing high voltage safety systems, urging collision technicians to obtain training immediately as
“SEMA’s back! It’s a really good crowd, definitely better than what I expected. The major vendors are all here, and they have some really cool stuff going on outside.” - Accudraft CEO Guido Pippa
FLOOR
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December 2021
“It’s been a really good SEMA. We’ve had a lot of great meetings, great engagement. We’re very pleased. It’s been a good week and great to see all the industry partners in person after a long 18 months.” - BASF Marketing Services Manager Tina Nelles “It’s been great to be out here to talk to customers, see fellow exhibitors, swap notes and learn new things!” - Chesapeake Automotive Equipment Owner Pat O’Neill
Highlights from CIC’s final meeting of 2021. BY CHASIDY RAE SISK the population of these vehicles is increasing exponentially. Dave Hobbs (Delphi Technologies) walked repairers through some of the differences between EVs hybrid-electric vehicles, noting, “Knowing it’s a hybrid is your first step, and knowing the general operation of how they work is the next step.” The CIC Industry Relations Committee’s “OE Certifications and DRPs - Can a Repairer Manage Having Both?” offered perspectives from both OEM and insurance representatives, who debated whether both programs can cohabitate in the same shops and shared insights on the biggest challenges that repairers have when adhering to the different programs. “I believe that OEs and insurers have more commonalities than differences because both groups want our customers to have a safe and proper repair,” Sandee Lindorfer (Allstate) insisted. “It’s critical that we work together when there’s conflict, but we can exist in the same facility.” “Not following OEM procedures is simply unacceptable,” Benito Cid (Mercedes-Benz) contributed. “If you’re not printing out the procedures and performing pre- and post-scans, you’re doing it wrong,” Devin Wilcox (Subaru America) agreed. Aaron Schulenburg, Parts and Materials Committee co-chair, welcomed experts to share their thoughts on “LIDAR: What It Is, and How Materials Can Impact Effectiveness of Systems and Sensors,” emphasizing its imminence as several OEMs have recently announced the introduction of vehicles that include LIDAR technology. ”It’s going to be central to the future of autonomous and automated driving systems. It’s commonly being accepted by OEMs for future vehicle types as they try to extend the range of autonomy that they have,” Cibby Pulikkaseril (Baraja) explained. “LIDAR is the laser eyes for driverless cars; however, for ADAS vehicles which are typically driven with cameras and radar, we’re seeing the increasing adoption of LIDAR as another redundant method of sensing that gives the car a greater sense of what’s around it.” Since LIDAR is seen as a way to enhance vehicle safety, the industry is examining how to design cars around each of the benefits and limitations of this technology. One of LIDAR’s shortcomings is its ability to detect darker colored vehicles. “Dark materials absorb the laser light, so you either get an
Ashlee Spannagel (Southeastern Community College) and Justin Clubb (Deery Collision Center; Burlington, IA) shared their thoughts on the value of educators and repairers working together to solve the tech shortage in “Help Me Help You.”
undefined distance, or you just don’t see the object at all,” Daniel Ferris, PhD (BASF) acknowledged. “When we look at white paint, it scatters light, but the materials in black paint are so good at absorbing the light that it causes the LIDAR to have issues.” Although existing paints may require color matching recalibration due to detectability problems, LIDAR sensitivity continues to improve, and enhancements around this technology are expected as demand increases. Given all of the changes that constantly bombard the industry, Schulenburg observed, “I can’t think of a time that’s been more challenging for collision repairers.” H&D
Executive Director’s Thoughts This glimpse into the presentations at CIC was really a handful of the entire day of valuable and informative guests and panel discussions. It was great to be in a room with the best of the best in our industry, and to hear the depth of intellect shared about current and future industry issues. Being an association person, and not a “shop person”, I still got so much insight into vehicle technology and shop-insurer-OEM relationships. It was truly inspiring!. -Jordan Hendler
“The crowd has been incredible, and the show has been very, very good for us. It’s a good sign that the industry is alive and ready to get going.” - Pro Spot International President Ron Olsson “The quality of attendees has been high, and it’s great to see their interest in what we’re doing.” - Reliable Automotive Equipment Sales Director Mike Kirchoff “We’re already looking forward to next year!” - USI Sales Manager Simone Mazzon December 2021
17
RECAP
Overcoming technology’s challenges with...technology. BY CHASIDY RAE SISK
ON INDUSTRY DISRUPTIONS AND SOLUTIONS It’s no secret that the collision industry is full of disruptions, but during SCRS’ IDEAS Collide Showcase on the final day of SEMA 2021, experts explored how those disruptions may offer solutions to some of our biggest challenges. In recent years, artificial intelligence (AI) has been used in vehicle manufacturing and for photo estimating by insurance carriers, but what if that same technology benefited repairers by helping them build better repair plans? “In today’s world, none of the OEM data access options brings everything you need together immediately,” Pete Tagliapietra (NuGen IT) noted. “Imagine using photos to immediately generate a list of all necessary repair procedures, pre- and post-repair scans, calibrations and OEM position statements before you even write your first estimate. This technology already exists, and by applying it to our side, we can leverage the same technology used by insurers to create a better way for body shops if we can just embrace it.” Shops must also embrace ADAS, according to Ben Kaminsky (SEMA Garage Detroit), who explored the challenges of creating a calibration environment that can accommodate all makes and models. Accurately performing calibrations requires a large room with a perfectly level floor and sufficient lighting; just a small variance can make a huge difference that can lead to fatalities. “If you lie to the vehicle, it will believe you. ADAS techs need to be thorough and detailoriented because we want to return vehicles to the road in the same manner they left the factory, and successfully repairing these systems requires understanding how they interface.” Accurately performing repairs all begins with following OEM requirements and recommendations, especially when it comes to the parts that can be used for a specific repair. Pointing to the many resources available for
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obtaining that information, Todd Korpi (3M) stressed: “Always refer back to the OE procedures, and use that documentation to get paid. If it’s ‘recommended,’ I strongly suggest that you follow it.” Technological advances have led to a significant increase in the data used to repair vehicles, but while data access makes the job easier in some respects, it also creates its own challenges. “All technology needs data, and that data needs to be protected,” Brandon Laur (CCi Global Technologies) explained. “Just because you delete data from your management system doesn’t mean that it was deleted from your third-party vendors’ databases. What devices are connected to your data? If your techs’ phones connect to the shop Wi-Fi, their phones should be encrypted because that’s the number one way criminals can access your system and hold your data hostage.” If a data breach occurs, Laur recommended handling communication related to the breach with complete transparency, but he also stressed that collision repair shops in 2021 absolutely need to invest in cyber insurance to protect their businesses. “What MUST the industry do to evolve?” asked Jake Rodenroth during his short presentation. In addition to discussing the importance of transparency in writing an estimate (“When you tell a story, it opens their eyes and becomes less of a battle.”), he shared insights on the technician shortage that continues to disrupt the industry. “As a kid, I was constantly told what I couldn’t do, what I wasn’t qualified to do – the industry was incredibly abrasive, and I wouldn’t
Pete Tagliapietra wants to see the collision industry use AI technology to their benefit.
have stayed in it if I didn’t have such a passion for what I do. Stop looking for the things that young people do wrong! Take them under your wing, and praise them for the things they do right.” “It’s not always easy to do the right thing, but integrity is everything,” Rodenroth added. “My father always told me, ‘Be good at what you do because complete strangers are counting on you.’ Integrity is the lifeblood of true professionals.” Additional IDEAS Collide Showcase speakers included Sandy Blalock (Automotive Recyclers Association) who discussed the growing prevalence of total loss claims, while Michael LoPrete (Plastfix Industries) shared suggestions on reducing the industry’s carbon footprint and enhancing sustainability, and Danny Gredinberg (DEG) provided tips for “getting paid for what we do and helping consumers get their vehicle fixed with as little friction as possible.” H&D
Executive Director’s Thoughts The IDEAS Collide Showcase is just another example of the crucial information shared at an event like this, and why everyone in our industry needs to strap in and get involved. Things learned through these education events, especially “SEMA week”, are so important to making strategic shifts in your business. It’s how you plan for the future, so it’s not a disruption of epic proportion and rather, a welcome wave you can ride to surpass your competition. -Jordan Hendler
CONGRATULATIONS TO THE 2021 COLLISION INDUSTRY RED CARPET AWARDS BREAKFAST WINNERS!
Collision Industry Electronic Commerce Association (CIECA) Outstanding Contribution: Tom McGarry (Axalta Coating Systems) Chairperson’s Award: Kim DeVallance Caron (Enterprise) Chairperson’s Award: Dan Webster (Mitchell International) Electronic Commerce Company of the Year: Car-Part.com BodyShop Business Collision Repair Executive of the Year (Single-Shop): Steve Saunders (Faith Quality Auto Body) Collision Repair Executive of the Year (Multi-Shop): Cheryl Boswell (DCR Systems) Collision Repair Education Foundation Fueling the Future Award: Carl Boyer (Stertil-Koni USA) Fueling the Future Award: Tim Adelman (collision industry consultant)
(L-R): Kye Yeung, Barry Dorn and Jeff Hendler
I-CAR Russ Verona Memorial Award: Schaefer Autobody Center (Webster Groves, MO) Jeff Silver Award: Kenny Hall (State Farm Insurance) Society of Collision Repair Specialists (SCRS) Collision Industry Non-Individual Service Award: Women’s Industry Network (WIN) Industry Achievement Award: Jeff Peevy 2021 March Taylor Memorial Fund Kina’ole Award: Toby Chess
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Change is coming! BY ALANA QUARTUCCIO BONILLO
OEM TECHNOLOGY SUMMIT:
REPAIRERS SEE HOW THE FUTURE WILL TAKE SHAPE Electrification. Telematics. ADAS. These technological features are reshaping the world of collision repair. To prepare repairers for this future, SCRS welcomed OEM leaders and innovators to address the SEMA 2021 audience during the annual OEM Technology Summit on what the transition will be like as these advances take over. “Give your shops the opportunity to lift up and rise above the challenges,” SCRS Executive Director Aaron Schulenburg told the audience. “Make sure they have the opportunity to learn how things are evolving and how to be part of the transition.” The summit began with a panel of professionals rom General Motors (GM), Lucid Air and Rivian - moderated by Ron Reichen (Precision Body and Paint; Oregon) and Kye Yeung (European Motor Cars Works; California) - who each gave an extensive overview about their plans for EV rollout, shared details about their Collision Repair Networks (CRN) and offered insight into what changes and preparations repairers would need to make if they wish to enter these repair programs. All OE leaders agreed that proper training and equipment will be needed to ensure safe and proper repairs. GM Director of Global Aftersales Mechanical Engineering Jennifer Goforth shared the manufacturer’s plans to launch 30 new EVs by 2025 with an aggressive expansion over the next 10 years. Andy MacDonald, senior manager, Global Repair Program for Lucid Motors explained the new electric vehicle manufacturer plans to roll out a CRN with 50 shops by invitation only. On the importance of properly fixing these advanced vehicles, he stated, “It’s of paramount importance that when accidents happen, you have the right level of equipment and training to bring that car back to pre-accident condition.” Rivian’s Global Body Repair Program Senior Manager Kelly Logan delivered details from the manufacturer on its launch of two CRNs with one serving its fleet network exclusively. One of the main reasons is due to the difference in equipment. The height of the fleet vehicles requires specific paint booth requirements in facilities with 15-16 foot high ceilings.
“We are here to satisfy the customer, not just from a safety and quality standpoint,” stated Logan. “We want them to come back to your facility because YOU have the training. The value is there.” Ryan McMahon, vice president of insurance and government affairs for Cambridge Mobile Telematics took the OEM Summit stage solo for the second session of the day, to paint a vivid picture of just what purpose telematics serves and how it plays into insurers’ Ryan McMahon explains how interests. telematics collects data related to “risky events” to help A primary purpose of telematics promote safe driving. is collecting data that can help combat the largest threat – the distracted driver. Insurers seek to extract what McMahon calls “risky events” from the stream. He stressed that information about a driver’s destination isn’t relevant; however, data about hard-braking and speeding can be shared with a driver post-trip to teach them about their habits. “Our assessment of their driving is given to them after they are done. That interaction is a really important element to reducing risk. Those that [take that feedback into consideration] fundamentally reduce their crash risk. The insurance industry is trying to attract more to this.” Although the information remains private and is solely being collected to help reduce crash risk, drivers can opt out of this type of tracking communication, McMahon shared. However, insurers offer incentives, such as discounts and rewards, to encourage them to opt-in. He advised repairers, “Don’t worry, you’ll still have plenty of business, but we are starting to remove crashes from those who are spending so much time on their phone.” These types of crashes often lead to total loss and even loss of life. An outlook on the continuing evolution of ADAS dominated the final panel discussion of the day moderated by Ducker’s Abey Abraham and
Panelists Scott Ulnick, Ted Hicks and Frank Phillips shared insights related to how ADAS reduces collisions.
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Scott Ulnick with panelists from American Honda Motor Co., Subaru of America and Rivian. As per Abraham, by 2030, every vehicle will contain some type of ADAS. “The holy grail of ADAS is to prevent collision,” he informed the audience. How soon will ADAS lead to autonomous driving? Ulnick and Abraham believe full autonomous driving is still 20-30 years away. Currently, only 36 states will even allow testing of these vehicles, with many requiring a driver behind the wheel. As cars continue to include more and more ADAS, solidifying that calibration is key in ensuring driver safety, all panelists were in agreement that whether a shop obtains the capabilities to perform calibrations in house, sends the vehicle to the dealership or uses a mobile shop, the importance lies in making sure it gets done. “Calibrations are difficult, but you have to be able to read well and follow directions explicitly,” commented Scott Kaboos, national assistant manager, Collision Repair Training and Technology for American Honda Motor Co. “Find the right person and train them well before you set them loose.” H&D
Executive Director’s Thoughts What you should take from this article is how many manufacturers - and especially new ones - are going to push hard for certified repair networks fixing their vehicles in a confirmed, capable environment. We’ve been beating this for years and years, but no matter what day you decide to get on board is never too soon or too late. It’s the wave of the future, and you’re either riding it or being washed up by it. -Jordan Hendler
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COVER STORY WMABA would like to thank these sponsors for making this year’s Golf Outing such a success: LEVEL 1 SPONSORS
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3. 3rd Place Team (Randomly Drawn): Axalta team (pictured with Phil Rice & Jordan Hendler)
4. Closest to the Pin (Hole #18): Travis Clark
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5. Longest Drive (Hole #12): Blake Berry 6. Cornhole Fundraiser Winner: Lee Armes 2021 Hole Sponsors:
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RECAP
AROUND THE INDUSTRY PRO SPOT ANNOUNCES VW GROUP APPROVAL
Adding to its prestigious list of OEM approvals, Pro Spot International proudly announces the Volkswagen Group has approved their SP-5.3 MIG welder, VAS 821 007, for the North American market. “It has been a rigorous process to get to this point, and I am pleased to receive the recognition of such an industry giant as the VW group for our company and product approval,” Pro Spot President Ron Olsson states. Introduced three years ago, Pro Spot’s SP 5.3 multi-process, double pulse MIG welder was tested and approved for aluminum, steel and MIG brazing (CUSI). Easy and quick to use, the SP-5.3 uniquely features three builtin torches, attached to a wire spool which prevents the need for changing liners and wires when swapping materials. Clicking the desired torch trigger automatically sets the welder control and gas. Contact Pro Spot for more information at (877) 776-7768 or at ProSpot.com.
WOMEN’S INDUSTRY NETWORK ACCEPTING NOMINATIONS FOR 2022 MOST INFLUENTIAL WOMEN
Do you know an influential woman in the collision repair industry? You probably know a few! Nominations are now open for the Women’s Industry Network’s (WIN) 2022 Most Influential Women (MIW) awards. Women working in any segment of the collision repair industry across the US and Canada can be nominated for the MIW award; nominees are not required to be WIN members to be eligible. Nominations will be accepted through Friday, January 14, 2022. Winners will be celebrated during WIN’s 2022 Annual Conference, scheduled for May 2-4, 2022. Established in 1999, the MIW award recognizes women whose leadership, vision and commitment to excellence have enriched the collision repair industry. Over 100 impressive women have been recognized to-date for their contributions. Make sure that amazing woman in your shop or other collision business gets the recognition she deserves by nominating her today! More information and a nomination form can be found online at bit.ly/2022MIWnominees.
RDE HIGHLIGHTS
continued from pg. 13
Exciting times lie ahead as manufacturers such as Lucid, Rivian and Foxtron (creators of the iPhone, which could mean an Apple car would be a thing in the future) have fresh perspectives as they each seek to come up with new ideas to benefit the consumer. As electrification evolves, Rodenroth theorized that oil companies have plans in the works to stay relevant. Many are considering working with manufacturers; for example, Exxon is teaming up with Porsche to create an alternative fuel that burns clean in existing combustible engine vehicles - the same that runs in race cars. Currently, charging stations for EVs aren’t easily accessible, but Rodenroth believes as cars evolve with higher voltage, it will bring the charge times down. Repairers must also consider the safety aspect of EVs and the training required. As for the rapidly evolving photo estimating, Rodenroth stressed that repairers must accept that it’s here to stay, especially when you consider today’s millennial driver. “They’d rather send photos through a phone than come to your shop. Photo estimating can help us control what our workload looks like and gives us a starting visual to help you from a repair standpoint.” For those who missed these sessions live, SCRS will be releasing RDE virtually for purchase. For further information or to purchase these sessions, visit rde.scrs.com. H&D
Executive Director’s Thoughts Can I just say one thing, first? It’s so amazing, as a long-time attendee of industry events like CIC and SEMA, and after living through the minimalist plodding along of the pandemic, that to have everyone there in Vegas with the excitement everywhere was just fantastic! It was a breath of fresh air (even with a mask on). The quality and density of the SCRS’ Repairer Driven Education series alone is worth the trip. If you don’t sign up to come next year, you’re a fool. Yep, a total fool. It truly is a life-changing endeavor everyone has the opportunity to experience! -Jordan Hendler
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