IDEAS COLLIDE ON CULTURE, CALIBRATIONS AND CHICKEN

from Hammer & Dolly December 2022

REPAIRER DRIVEN EDUCATION HIGHLIGHTS

“What would it take to actually challenge the aspects of your business culture?” Jeff Peevy (I-CAR) wanted to know as he kicked off SCRS’ IDEAS Collide Showcase on the last day of SEMA 2022 by encouraging attendees to examine their patterns of learned assumptions, which he defined as those beliefs that are accepted as true without proof based on what one has been exposed to. Using the Aztec practice of human sacrifice as an example, he acknowledged that it’s “easy to live in a culture based on a pattern of learned assumptions without even realizing it,” yet he stressed the need to challenge that culture based on fact. “The strongest business cultures have a strong element of learning: Put people first and share what they know with one another. It’s okay to challenge our ways of thinking and mold the way we perceive things. That’s the key to being successful in a dynamic, healthy culture.” repair procedures to the nth degree; they’re non-negotiable. And every time we neglect to perform those safety inspections, we’re not packing our customers’ parachutes properly.”

In today’s high-tech world, it’s important that a shop’s practices recognize the importance of calibrations, but offering those services presents a unique set of challenges.

“The car often can’t tell you if it’s been calibrated or calibrated correctly, and getting into the calibration business is definitely challenging,” admitted Greg Peeters (Car ADAS Solutions). “There’s a ton of rules to get the floor, walls and lighting just right. Each manufacturer has their own idiosyncrasy that essentially requires perfection to ensure the accuracy and success rate of your calibrations.” Peeters identified 12 components to a successful calibration center: market evaluation, pro forma business plan, real estate location

When it comes to a healthy business culture, few industry leaders offer the knowledge and insights that can be gleaned during even a short 10-minute presentation from Mike Anderson (Collision Advice) who dove into why shops need to “Make Safety Inspections a NonNegotiable Item.”

Recounting a personal anecdote related to his father’s lifelong pain and suffering after his parachute failed to open during his military service, Anderson followed up by sharing that his father passed away earlier this year…after he was not sewn up properly during a medical process, resulting in internal bleeding and a massive heart attack.

“Dad’s parachute didn’t open because someone didn’t pack it properly. My dad had his life impacted not just once but TWICE because someone didn’t do the job properly. That’s why quality is so important to me,” Anderson explained, emphasizing that “All OEMs have requirements, and we have a moral and ethical obligation to follow those assistance, calibration center certification, technician recruitment and screening, technician certification, marketing, proprietary management software, equipment and tools, on-site support, technical support and development and continuous quality control.

“You have to get the right people doing the job,” he stressed the most important puzzle piece. “This is a geeky, car nut kind of group that would rather work on a tablet than do physical labor. And then you have to continuously develop your team.” But how do you identify the right people? Dave Gruskos (Reliable Automotive Equipment) looks for people who are smart with numbers and skilled with analytics. He explained that “will” is just as important as “skill” in many cases.

“Our industry is exciting and evolving, and our pool of personnel is going to increase exponentially. What skill sets do you look for? Honesty and integrity are important. Teamwork. These core values are key. A

Doing it right…in all aspects of business. CONGRATULATIONS TO THE 2022 great employee doesn’t have to start in our industry, but if they have math and science skills, make them feel relevant by training them to do things the right way and treating them well.” So, what’s chicken got to do with any of this? Mike Wandrey (Shop Fix Academy) began his presentation, “I’d Rather Be Eating Chicken Sandwiches in Fancy Shoes Than Getting My Car Fixed,” by identifying three of his favorite things in the world: Chick-FilA’s spicy chicken sandwich, buying new sneakers at Nordstrom’s and hot, buttery popcorn. “These are three relatively simple, inexpensive products that aren’t hard to execute, but three companies have mastered using them,” he explained how Caliber Collision offered hot popcorn in every lobby because they recognized how this product makes people feel. The smell calms them down, makes them feel nostalgic and builds trust. “People don’t want to come to a shop; their life is disrupted because of an accident, and they’re skeptical because they don’t trust us, so we need to do something cool that sets us apart. Being caring and compassionate is free, but having a business culture of servant leadership makes the customer service experience because you cater to the way people feel and comfort them.” Additional IDEAS Collide Showcase speakers included Ryan Mandell (Mitchell International), who covered “Modern Glass Replacement” and 3M’s Brady Haislet, who provided insights into “Spray Gun Science.” Scott Broaddus (Irongate Capital Advisors) dove into “The Psychology of Money,” while Thomas Allen (Condition Now) offered advice on “Vehicle History Reports: How to Turn the Tables and Make Them Work to Your Advantage.” H&D

COLLISION INDUSTRY RED CARPET AWARDS BREAKFAST WINNERS!

BodyShop Business

Single-Shop Executive of the Year Award: Michael Bradshaw (K&M Collision) Multi-Shop Executive of the Year Award: Matt Ebert (Crash Champions)

Collision Industry Electronic Commerce Association (CIECA)

Outstanding Contribution Award: Dan Webster (Enlyte) Outstanding Contribution Award: Andy Bober (Entegral) Outstanding Contribution Award: Mike Hastings (Car-Part.com) Chairperson’s Award: Gene Lopez (Seidner’s Collision Centers) Chairperson’s Award: Frank Terlep (Auto Techcelerators) Company of the Year: Enterprise Holdings