Hammer & Dolly November 2014

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November 2014 Volume 8, No. 11 $5.95 www.wmaba.com

ALSO THIS ISSUE www.grecopublishing.com

Recyclers Reject PartsTrader

Fighting for Change

Picking a Quality Vendor

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CONTENTS November 2014

COVER STORY BY JOEL GAUSTEN 32 PREPARING FOR ALUMINUM: An Audi Perspective

WMABA teams with a major manufacturer to present a real-world look at a hot topic.

NATIONAL NEWS 16 PA REPAIRER LEADS FIGHT FOR CHANGE Plus: The national effort hits home in Baltimore.

MAJOR RECYCLER NETWORK REJECTS PARTSTRADER

A big player in auto parts criticizes State Farm’s program.

LEGAL PERSPECTIVE 18 ARE YOU IN COMPLIANCE WITH THE FAMILY

DEPARTMENTS 6

AND MEDICAL LEAVE ACT (FMLA)?

Important rules you need to follow if an employee’s life changes. BY WHITNEY CLEAVER SMITH

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TECHNICAL FEATURE 22 MISCONCEPTIONS ON PANEL JOINING

A look at the differences in panel joining in a variety of vehicles already on the road — and what the future of joining could look like.

BY LARRY MONTANEZ III, CDA & JEFF LANGE, PE

Are you here? Come join us!

SEMA NEWS 28 COLLISION INDUSTRY CONFERENCE HITS VEGAS Industry reps join forces to tackle issues and solutions.

A day-long look at the future of OEM collision repair.

SCRS PRESENTS CAN’T-MISS TECHNOLOGY SUMMIT

November 6 - CIC is located November 5 - SCRS’ OEM Summit is located at N231-N241 in the upstairs location of the at the Westgate Las Vegas Resort & Casino - Ballroom C North Hall in the Las Vegas Convention Center

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Calendar of Events

WMABA Meeting Notice Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER Letter to the Editor

Technicians of the Month: Eric Beam and Greg Bernhardt JACQUELYN BAUMAN

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Vendor Corner SCOTTIE DAVIS

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President’s Message DON BEAVER

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Advertisers Index

Cover art and Audi images, pages 5 and 33, courtesy of Audi of America, ©2014.

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS CLASS LISTINGS November 3, 2014

DAMAGE ANALYSIS OF ADVANCED AUTOMOTIVE SYSTEMS Virginia Farm Bureau, Richmond, VA FULL-FRAME PARTIAL REPLACEMENT State Farm, Roanoke, VA

November 4, 2014

November 4-7, 2014 SEMA 2014, Las Vegas Con vention Center, Las Vegas, NV

For more information, visit www.semashow.com/sc rs

November 4, 2014 SCRS RDE Welcome Rec eption, Las Vegas Convention Cen ter, Las Vegas, NV For more infor mation, visit

www.semashow.com/scrs

November 6, 2014 Collision Industry Confere nce Westgate Las Vegas Res ort & Casino, Las Vegas, NV For more information, visi t www.ciclink.com

December 10, 2014 Preparing for Aluminum: An Audi Perspective Audi Learning Center, Ashburn, VA

November 5, 2014 For more information, visit www.wmaba.com SCRS OEM Collision Rep air Technology or see pg. 32 Summit, Las Vegas Conven tion Center, Las Vegas, NV For more infor January 22, 2015 mation, visit www.semashow.com/scrs 2014 WMABA Annual Mee ting & Membership Social / WM ABA Elections Refinish Solutions, Fairfax, VA For more information, visit www.wmaba.com or see facing page

REPLACEMENT OF STEEL UNITIZED STRUCTURES Beamon & Johnson Automotive Paints, Virginia Beach, VA ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT State Farm, Silver Spring, MD

November 6, 2014

DOCUMENTATION & DIGITAL PHOTOGRAPHY Automotive Collision Technologies, Randallstown, MD CORROSION PROTECTION Coxton’s Gold Team Collision Center, Yorktown, VA

November 11, 2014

FULL-FRAME PARTIAL REPLACEMENT Manheim (Harrisonburg) Auto Auction, Harrisonburg, VA FULL-FRAME PARTIAL REPLACEMENT Canby Motors Collision Repair, Aberdeen, MD

November 13, 2014

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Kunkel’s, Baltimore, MD WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Coxton’s Gold Team Collision Center, Yorktown, VA HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Beamon & Johnson Automotive Paints, Virginia Beach, VA OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Frederick Co. Career & Tech, Frederick, MD

November 17, 2014

MECHANICAL SYSTEMS ANALYSIS Virginia Farm Bureau, Richmond, VA

November 18, 2014

SECTIONING OF STEEL UNITIZED STRUCTURES Beamon & Johnson Automotive Paints, Virginia Beach, VA

November 19, 2014

COLOR THEORY, MIXING TONERS & TINTING Refinish Solutions, Springfield, VA

November 20, 2014

ADHESIVE BONDING Coxton’s Gold Team Collision Center, Yorktown, VA STRUCTURAL STRAIGHTENING STEEL Beamon & Johnson Automotive Paints, Virginia Beach, VA

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November 25, 2014

RECYCLED PARTS FOR COLLISION REPAIR Manheim (Harrisonburg) Auto Auction, Harrisonburg, VA

December 1, 2014

STATIONARY GLASS Virginia Farm Bureau, Richmond, VA

December 2, 2014

MEASURING State Farm, Silver Spring, MD FULL-FRAME PARTIAL REPLACEMENT Cambridge Auto Body, Cambridge, MD

December 4, 2014

SQUEEZE-TYPE RESISTANCE SPOT WELDING Team Collision Center, Yorktown, VA WELDED & ADHESIVELY BONDED PANEL REPLACEMENT Automotive Collision Technologies, Randallstown, MD

December 9, 2014

STEERING & SUSPENSION DAMAGE ANALYSIS Manheim (Harrisonburg) Auto Auction, Harrisonburg, VA STEEL UNITIZED STRUCTURES, TECHNOLOGIES & REPAIR Southern Collision - Norfolk Airport, Norfolk, VA STEEL UNITIZED STRUCTURES, TECHNOLOGIES & REPAIR Canby Motors Collision Repair, Aberdeen, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Cambridge Auto Body, Cambridge, MD

December 10, 2014

OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Refinish Solutions, Springfield, VA

December 11, 2014

FULL-FRAME PARTIAL REPLACEMENT Coxton’s Gold Team Collision Center, Yorktown, VA STEERING & SUSPENSION DAMAGE ANALYSIS Kunkel’s, Baltimore, MD FULL-FRAME PARTIAL REPLACEMENT Frederick Co. Career & Tech, Frederick, MD FULL-FRAME PARTIAL REPLACEMENT Refinish Solutions, Springfield, VA

December 15, 2014

STEEL STRUCTURES DAMAGE ANALYSIS Virginia Farm Bureau, Richmond, VA

December 16, 2014

ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY Keystone, Linthicum, MD SECTIONING OF STEEL UNITIZED STRUCTURES Cambridge Auto Body, Cambridge, MD

December 17, 2014

ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY Refinish Solutions, Springfield, VA

December 18, 2014

PLASTIC & COMPOSITE REPAIR Coxton’s Gold Team Collision Center, Yorktown, VA SECTIONING OF STEEL UNITIZED STRUCTURES Refinish Solutions, Springfield, VA ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY King Volkswagen, Gaithersburg, MD

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

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LOCAL

NEWS

Information and updates from WMABA.

SAVE THE DATE! January 22, 2015

WMABA Presents‌

2014 Annual Meeting & Membership Social / WMABA Elections January 22, 2015 6:00pm Refinish Solutions 5255A Port Royal, Springfield, VA 22031 Join WMABA members, supporters and industry representatives for an exciting evening of socializing, networking and industry information, as well as an eye-opening presentation on aluminum repair implementation in the shop!

MEMBER SOCIAL & BOARD ELECTIONS TO FOLLOW PRESENTATION Questions? Contact Jordan Hendler at (804) 789-9649 / jordanhendler@wmaba.com / www.wmaba.com

SUBSCRIBE TO

the official publication of the Washington Metropolitan Auto Body Association, today!

Subscriptions are a free member benefit to all WMABA members (Washington, DC, Maryland and VA), and $34.99 to all others for a one-year subscription.

For more information, please contact WMABA Executive Director Jordan Hendler at (804) 789-9649 or via email at jordanhendler@wmaba.com.

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Joel Gausten

EDITOR’S

(973) 600-9288 tgpjoel@verizon.net

MESSAGE GREETINGS FROM LAS VEGAS If you are reading this issue of Hammer & Dolly from the floor of the Las Vegas Convention Center during SEMA, welcome to one of the longest-running and most trusted news sources in the national auto body industry! If you are reading this from your shop and wishing you were in Vegas, thank you for staying connected!

For those of you who are reading our publication for the first time, Hammer & Dolly is the official publication of the Washington Metropolitan Auto Body Association (WMABA), a decades-old association dedicated to representing the collision repair industry in Maryland, Virginia and Washington, DC. One of the most active regional associations in America, WMABA has members involved in a variety of national industry organizations. It is not uncommon to see WMABA directors and members serve in a similar capacity for the Society of Collision Repair Specialists (SCRS) or participate on committees for the Collision Industry Conference (CIC). Simply reading through the pages of this magazine will provide plenty of

insight into what WMABA is about and what they have to offer this industry. If you would like additional information on the association, please contact Executive Director Jordan Hendler at (804) 789-9649 or jordanhendler@wmaba.com.

From evolutions in vehicle materials and repair procedures (as explored in our cover story on page 32) to dramatic changes in how shops and suppliers deal with the insurance industry (see page 16), it is clear that we are living in an intriguing – and very intense – era in the industry’s history. While the end result of these developments remains to be seen, rest assured that Hammer & Dolly will continue to work tirelessly to track and report on the people, events and actions that are redefining the world of collision repair. If you have a story to tell, we want to hear it. Please reach out to us via the contact information at the bottom of this page.

While you’re taking in all the great scenes at SEMA – or carrying on with business at home – be sure to check out some of the incredible inter-industry events taking place throughout the week. Please check out page 28 for more information on the November 6 meeting of the Collision Industry Conference (CIC) and various gatherings hosted by SCRS, now and in the future. You won’t want to miss them. H&D

2014 WMABA OFFICERS PRESIDENT

VICE PRESIDENT TREASURER SECRETARY

IMMEDIATE PAST PRESIDENT

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

BOARD OF DIRECTORS

Rodney Bolton (rbolton@aacps.org) 410-969-3100 ext. 250 Mark Boudreau (crashdaddy@aol.com) 703-671-2402

Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Bobby Wright (bobby@burkevillebodyshop.com) 434-767-4128

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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STAFF

PUBLISHER DIRECTOR OF SALES EDITOR MANAGING EDITOR ART DIRECTOR OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten tgpjoel@verizon.net

Jacquelyn Bauman jacquelyn@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Sofia Cabrera tgp4@verizon.net

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 © 2014 Thomas Greco Publishing, Inc.

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EXECUTIVE DIRECTOR’S

MESSAGE YOU

rEsponsE: “Hi, this is Jordan Hendler, with the Washington Metro Auto Body Association and Hammer & Dolly magazine.

We’re calling for our third annual labor rate survey. It takes about three minutes over the phone, or we can email you a link to do the survey online.”

THE FAVOR LABOR RATE OF RETURN ON INVESTMENT

Our Industry Needs Phone Skills

For some helpful feedback, I’d like to give you some insight into what it’s like to talk to, well, you. Here’s some insight into the experience, and what you could learn from it.

You may have been the one getting the phone call, but also likely it was a receptionist, front desk person or – much worse – the voicemail machine. Any which way it’s sliced, the majority of you do NOT participate. That can be for several reasons. The receptionist is like a highly skeptical, expertly trained junkyard dog – which we must maneuver to gain “entry” to the

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(804) 789-9649 jordanhendler@wmaba.com

HErE’s tHE rEAl dEAl: Ring, ring, ring…

When answered, we get everything from “Hmph?” – something resembling Hello, but not really – to “thank you for calling ‘Joe’s Collision.’ How may I help you?”

WE’RE DOING

This article will drip with sarcasm. My catchy “Wheel of Fortune”-like slogan is a play on our Labor involved, and the return we all get for the investment. At the time of this writing, our office is calling individual shops throughout the region to obtain their current posted/retail Labor Rate information, as well as additional questions relating to marketplace conduct by them and insurance representatives. It’s a truly harrowing task, calling you guys. We’re doing you a favor by putting this information together, so that you have some barometer of what our industry is REALLY doing. Data that is usable by all of us.

Jordan Hendler

At the time of this writing, our office is calling individual shops throughout the region to obtain their current posted/ retail Labor Rate information, as well as additional questions relating to marketplace conduct by them and insurance representatives. manager or person holding the information at ransom. If we get past the dog that’s sure we’re selling something, we are met with another level of skepticism from the gatekeeper. That’s you.

I know that many of you are afraid of sharing that your “partners” will somehow find out – and that is a myth. We do not disclose ANY personal information, but we know why it makes you cringe anyway.

HErE Is An ArrAy of WHAt folloWs: “Uh…I can’t do that right now.” Click.

“I’m busy right now. Call me back later.” Click.

“My hands are full.” How did you pick up the phone?

“I’m not sure what you’re talking about, can you call tomorrow?” “the guy you want isn’t here, and we don’t know when he’ll be here.”

So, my deduction is simple. If someone who is a CUSTOMER were to call and ask this very same question, what would you prey-tell give them as an answer? Think about it.

Your Homework:

Make sure your entire staff is aware of your retail rates (not an agreement rate) and that whenever a potential customer calls, they won’t get the run-around that we experience for the Survey. Have a documented procedure to capture that customer, rather than scare them away. H&D

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Contact these Ford or Lincoln Mercury dealers for all your parts needs:

BOB BELL FORD 7125 RITCHIE HWY, GLEN BURNIE, MD 20161 Phone: 410-689-3038 Fax: 410-766-1275 www.bobbell.com

PLAZA FORD 1701 BEL AIR RD, BEL AIR, MD 21014 Phone: 410-879-3367 Fax: 410-877-7248 www.plazaford.com

SHEEHY FORD 5000 AUTH RD, MARLOW HEIGHTS, MD 20746 Phone: 301-899-6300 Fax: 301-702-3650 www.sheehyford.com

WALDORF FORD 2440 CRAIN HWY, WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: parts@waldorfford.com www.waldorfford.com

APPLE FORD 8800 STANFORD BLVD, COLUMBIA, MD 21045 Phone: 800-492-7999 Fax: 410-312-0928 www.appleford.com

HAGERSTOWN FORD 1714 MASSEY BLVD,HAGERSTOWN, MD 21740 Phone: 800-200-0276 Fax: 301-733-0603 www.hagerstownford.com

ACADEMY FORD 13401 BALTIMORE AVE, LAUREL, MD 20707 Phone: 301-419-2700 Fax: 301-419-0222 mrobinson@academyfordsales.com www.academyford.com

KOONS FORD OF ANNAPOLIS 2540 RIVA ROAD ANNAPOLIS, MD 21401 Phone: 410-266-3083 Fax: 410-224-4239 www.koonsford.com

TED BRITT FORD 11165 FAIRFAX BLVD, FAIRFAX, VA 22030 Phone: 703-673-2420 Fax: 703-870-7982 www.tedbrittparts.com

© 2014, Ford Motor Company

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Views from the frontline of the industry.

LETTER TO THE

EDITOR DEAR

HAMMER & DOLLY, Unfortunately, there have been certain situations transpiring at my shop that have driven me to the point where I feel obligated to write this letter.

For the umpteenth time this week, a supplement was returned to me, missing half of the elements that were on the original. It’s not like I was asking for something; I was letting them know what was necessary to completely and properly repair a customer’s vehicle. How much fuss can a shop put up before they become “that” shop in the eyes of the insurance companies? How much cost can a shop absorb before it no longer exists?

Right now, we have a 2014 BMW X3 in for repairs. It’s a hail job and has ended up becoming an overall paint, minus the two bumpers. Between not getting paid for the feather, prime and block time we asked for (which we were told was “in there”) and the time for masking/priming three times and color sand and buff, we were “given” little more than 34 refinish hours. We are now working on supplement

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number four just to get into the ballpark of fair compensation for what we are going to need to make this vehicle look like new.

Is there a point where you finally just say, “Forget it; do what you have to do,” and move on? Or do you keep calling and sending supplements, possibly jeopardizing relationships?

I’m getting arguments from certain companies about paying mechanical rates for radiators and A/C condensers, even though we have a mechanical technician for them. We even get pushback for seam sealing hem flanges on replacement sheet metal. Are we the only ones who charge for this? Are we the only ones who are doing it? We are allowed a certain amount for the seam sealer and yet they deny us those figures, saying, “Well, that’s all I can pay.” Someone tell me where I can buy that sealer for that price, because I certainly need

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a new vendor if it’s possible.

I’m allowed barely pennies for washer fluid – where am I supposed to get that? Not to mention the generic pricing on fluids - especially coolants. How many times will a shop be required to send another supplement because two or three items have been arbitrarily left off? What about required repair procedures? Recalibrations?

Should we even bother sending another supplement? Guess who wins if we don’t. In actuality, it’s not even a matter of winning; it’s a matter of survival.

How can a shop blueprint a repair, order parts, properly repair the vehicle, make a profit and maintain good cycle time in this Lean world when they have to process supplements multiple times? Guess what – you can’t.

Do you just let a vehicle sit and collect dust while all of this is going on? Who is our customer going to believe when he or she

is told why the repair is taking so long? I know I don’t have the answers, but darn if I’m not looking.

Maybe sometime in the future, shops will do what medical providers started years ago – not participate in insurance. Then we could just process the claim according to what the repair required and the bill would ultimately become the customer’s responsibility. They can seek reimbursement. I know it’s not going to happen, but it’s nice to dream. Until then, I guess we’ll just keep on keeping on and hope we’re a little wiser than we were yesterday.

Sincerely, Pete in Maryland

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NATIONAL

NEWS

Major Recycler Network Rejects PartsTrader

After conducting an extensive survey of its members across the US, Team PRP (Premium Recycled Parts) – a national network of independent auto recyclers with nearly 5.5 million parts in inventory – has fully endorsed the use of eProcurement mechanisms to automate and add efficiency to the acquisition of OEM recycled auto parts. However, the network recently announced that they cannot endorse the PartsTrader program in its present configuration.

According to a PRP press release, the survey showed that although members “joined the PartsTrader program with high hopes for increased sales to their current repair facilities and the opportunity to sell to State Farm DRP facilities they were not selling to, tabulated results showed that there have been very limited incremental sales, while costs resulting for participation have increased. Specifically, the labor associated with responding to requests and completing transactions has increased for most Team PRP members. Compounding the increase in costs are statistics by Team PRP members showing that the amount of time required to sell a part is considerably higher with PartsTrader than with other methods, and the percentage of quotes that result in sales is substantially lower.”

The reasons most Team PRP members indicated dissatisfaction with the PartsTrader program include, but are not limited to the following: It does not use technology properly to fully automate the search process.

It does not filter out parts inappropriate for auto recyclers.

It does not include sufficient part detail to allow proper part identification. the details most mentioned as lacking include production dates, vehicle mileage, a more effective VIn decoder, better part descriptions and digital images of the damaged vehicle.

It does not make it mandatory that the request include Hollander interchange, the cataloguing method used by virtually all auto recyclers in the Us. Its process is too slow and inefficient.

It does not provide efficient reporting tools recyclers can use to measure results.

It does not include effective means of communication between parties.

More information on Team PRP is available at www.teamprp. com. H&D

PRESS TIME ALERT!

On October 18, repairers in Maryland and Virginia will gather at the DoubleTree BWI in Baltimore, MD to further discussion and participation for the Mid-Atlantic area in relation to Eaves’ efforts.

Mark Schaech, of Mark’s Body Shop in Baltimore, plans to host the event in his market, saying, “With the perpetuation of tactics by insurers to actively and aggressively divert customers away from our independent business, I really have to

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The latest from WMABA members and supporters.

PA Repairer Leads Fight for Change

On September 20, collision repairers from across the nation met at the Holiday Inn in Fort Washington, PA to discuss the future of their industry and how they could better defend their consumers’ rights in the auto repair process. The discussion was hosted by PA shop owner Ron Perretta of Professionals Auto Body (pictured above) to assist in Mississippi attorney John Eaves Jr.’s ongoing efforts to gain industry support for his extensive national lawsuit against multiple insurance carriers.

In an email distributed to members of the industry following the event, Perretta expressed his appreciation for the strong response to the weekend meeting.

“I was so surprised at our turnout in Ft. Washington, PA,” he wrote.

“The shops and vendors that attended were looking for direction on what they needed to do and got on board. Most everyone left with a feeling that fighting for the right to repair vehicles correctly and to OEM specifications rather than insurance demands was the way to go. We are doing the right things for people who drive these vehicles and have no idea of the horrific way their vehicles are being repaired. We have to stand up for the consumer, our technicians and the right to repair vehicles properly.

“After my meeting in Pennsylvania [on September 20], my phone and e-mail inbox blew up,” he added. “I was contacted by a lot of my friends and colleagues from Alaska, Arkansas, Colorado, Connecticut, Delaware, Hawaii, Kansas, Maine, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Virginia, West Virginia [and] Wyoming. It was amazing. We need more shops on board in these states to pull things together.”

Prior to hosting the meeting, Perretta joined other industry representatives in traveling to Washington, DC to meet with legislators regarding a number of industry-related issues, including enforcement of the 1963 Consent Decree.

“We were so welcomed; it amazed me,” he tells Hammer & Dolly.

“There were meetings that I [attended] that went on for an hour with a congressman. You just don’t have this today...I think they realize what is going on in our industry.”

Perretta encourages interested parties to contact him at (814) 9317669 or RonPerretta@aol.com or visit www.safecars.us to learn more about similar meetings and events currently in the works. H&D

look into the alternative ways I can contribute meaningful time and energy. We’ve tried very hard to incorporate the OEM programs into our shop, so that we can effectively market ourselves, but that alone is not enough. I need to be able to fairly operate in the market, and I see the issues as only being resolved in this legal way.”

More information about this meeting will be in the upcoming December issue of Hammer & Dolly.

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LEGAL

PERSPECTIVE

What’s happening at the State House, in your industry and everywhere in between.

BY WHITNEY CLEAVER SMITH, Attorney, The Law Offices of Alexander & Cleaver

ARE YOU IN COMPLIANCE WITH THE FAMILY AND MEDICAL LEAVE ACT (FMLA)?

The Family and Medical Leave Act (FMLA) was enacted in 1993

by Congress. The Act allows covered employees to take unpaid leave for certain specified family and medical reasons. Congress is currently amending the statute in light of the recent Supreme Court decision striking down the Defense of Marriage Act, thus requiring the federal government to recognize same-sex marriages. With the statute being reconsidered by Congress, this is a good time to make sure your business is in compliance with FMLA. FMLA only applies to certain employees – those who have worked for the business for at least 12 months, with at least 1,250 hours of service during that time period. In addition, the business must have at least 50 employees working within 75 miles of the business’ worksite.

An eligible employee can take leave due to a serious health condition of their own or the serious health condition of a spouse, son, daughter or parent. If it is the employee’s own condition that is causing them to seek leave, this condition must render the employee unable to perform his or her job. To satisfy this condition, the employee’s health care provider must indicate that the employee is unable to work. The statute does not specifically state what constitutes a “serious health condition,” but states that it can be an illness, injury, impairment or physical/mental condition involving inpatient care or continuing treatment by a healthcare provider. In addition, an employee can take off from work for the birth and care of a newborn baby.

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While it is not required that the employer give paid leave to the employee, it is required that the employer hold the employee’s position open for at least 12 work weeks. Additionally, there is an extended period of time that the position must be held open if the employee is caring for a military service member.

To ensure that your company is in compliance with state and federal laws, contact Alexander & Cleaver to do a full review of your business plan. H&D

Whitney Cleaver Smith’s practice of law focuses on personal injury, primarily representing clients in court. She continues to build on her impressive track record of achieving court awards for clients in excess of previously offered insurance settlements. She also works with clients on social media issues. For more information, please contact Whitney Cleaver Smith at wsmith@alexander-cleaver.com or (301) 292-3300 to construct or review social media policies.

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TECHNICIANS OF

THE MONTH M

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

BY JACQUELYN BAUMAN

If you would like to nominate someone as Technician of the Month, please contact Hammer & Dolly Editor Joel Gausten at tgpjoel@verizon.net

ERIC BEAM AND GREG BERNHARDT

ost shops would be lucky enough to find one technician with the talent, drive and passion to stand out amongst their peers. Mudgett’s Auto Body in Finksburg, MD, however, is one of the luckiest shops around as they have not just one, but two technicians who provide exemplary work every day.

“For Eric Beam and Greg Bernhardt, what they do isn’t about the money. It’s about quality and helping out every single person in the shop,” says the shop owner, Thomas Mudgett. “They don’t have a problem dropping everything to help anyone with anything.” It is obvious in the tone of Thomas’ voice that he truly respects these two individuals.

Mudgett’s team is split into the body repair division and the paint crew. This exceptional team boasts 155 years of combined experience. Eric Beam, the one they call “EZ” because he’s so easygoing, leads the six-man paint squad with 14 years of experience of his own under his belt. When he was a senior in high school, Beam stumbled into Mudgett’s after crashing his Camaro. While he sat and waited for it to be repaired, he struck up a conversation with the employees about his plans for the future and, ultimately, he was offered a job. With no previous experience and no vocational education, he expected to be sweeping the floors. To his surprise, he was granted participation in an apprenticeship program. He started painting and, as he says, “The rest is history.”

Body repair team member Greg Bernhardt had a similar experience in acquiring a position at Mudgett’s. Having just left an unfulfilling position in 2001, he was offered a job at Mudgett’s, although he had no collision repair background. He was put into a training mentorship program, but was initially paired with someone who didn’t take the job seriously. After being overheard arguing with his trainer about the proper way to repair a car, he was reassigned to someone at the top of the field. As he says, “He was a master technician, master electrician, master everything.” Thomas cites an example of Greg’s work: “We once had an inspector come to look at a car Greg had fixed. He called out some shoddy caulks. The funny thing was, the ones he called out were factory welds. Greg’s were perfect.”

Both employees’ dedication and passion for what they do is apparent not only to Mudgett, but to the entire shop as well. When deciding who to nominate for Technician of the Month, Thomas put it to a vote. Eric and Greg won the majority for their respective departments.

“I think it’s great that they voted for me,” Beam says. “I think it’s because I try to set a good example. I don’t ask anyone to do anything that I haven’t done or wouldn’t do myself.”

For Bernhardt, he believes he was chosen because of how he is always willing to lend a hand. “I help troubleshoot a lot of problems,” he says. “I won’t hesitate to stop what I’m doing to help someone.”

The two cite the family atmosphere at the shop as the best part about their place of work. “I look forward to getting up and coming in

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Greg Bernhardt (left) has been with Mudgett’s Auto Body since Jan 23, 2001 and dedicates himself to being detail-oriented. Eric Beam (right) has been part of the Mudgett’s paint team since June 20, 2000, as soon as he graduated high school.

every day,” Beam says. Yet the two of them not only benefit from the family atmosphere, they contribute to it. Both of them are family men, in and out of the shop. Eric just welcomed his first child in September, a little girl named Savannah Linn, whereas Greg has four girls of his own: Hazel (2), Rose (6), Mara (8) and Analese (10). As Bernhardt says, “Family comes first.”

The Mudgett’s Auto Body family believes itself to be just that. It is not a series of individuals who come into work, do their own jobs and leave — it is a community. Thomas Mudgett’s nearly-30-year-old shop has been consistently growing since it opened its doors in 1980. From a three-bay shop in 1989 to an 18,000-square-foot facility in 2003 and a second location now open in Parkville, Mudgett’s Auto Body continues to put its focus on the strong team they have built and let the growth happen on its own. Thomas recognizes that it is not only the efforts of his technicians that have helped them grow, but also every member of his staff - from team leader and office manager, Diana Noel, to those who clean up the shop. Every person is important.

It is this family atmosphere that helped promote two technicians with no background to the top of their fields. Now, with a wealth of respect from their peers, they believe the best advice for young techs just getting into the industry is not to be afraid to make mistakes.

“Keep working, get experience,” Beam states. “Don’t be afraid to mess up. It’s how you learn what not to do.”

“It’s okay to make mistakes,” Bernhardt agrees. “Find someone who has a good work ethic to work with and follow.”

To Mudgett, these two gentlemen are more than just great shop technicians. “Everything they do, not just here at the shop, but everywhere they go, shows their dedication and professionalism,” he says. "Overall, they’re just good people.” H&D

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TECHNICAL

FEATURE MISCONCEPTIONS ON

PANEL JOINING With all the talk recently about aluminum, it is no wonder the majority of the collision repair field is confused about handling new materials. Of course we are being facetious about the aluminum being new, as it has been around on automobiles since the 1910s. But it does make the point that there is too much conflicting information about how things are done and what equipment to use.

That is why this month’s article will cover some misconceptions of how panels are attached, what material is used and what equipment is required. In this article, and to establish a foundation, we are going to be dealing primarily with steel-intensive vehicles.

Let’s look at three similar vehicles for a quarter panel replacement: A 2013 Toyota Camry, a Nissan Altima and a Honda Accord.

If you are unfamiliar with the acronyms or the operations specified, stop here and get familiar with the associated procedures.

Operation STRSW MAG Plug Weld Butt/Open Joint Butt with insert/backing Silicon-Bronze/Braze Weld Bonding Adhesive Rivets

replacement on a 2013 Nissan Altima (steel panel), BMW 750i (aluminum panel) and a VW Jetta (steel panel).

Operation STRSW MAG Plug Weld

Nissan NO Required* (Window openings) Butt/Open Joint NA Butt with insert/backing NA Silicon-Bronze/Braze Weld NO Bonding Adhesive YES (Side flanges) Rivets NO

Once again, it is obvious that there are some similarities, yet some major differences. This is what we are seeing in the industry today from the OEMs. But there are two completely different ends of the spectrum. Let’s look at a 2013 BMW 750

Toyota Required* Required* YES MAG seam NO YES YES Wheelwell Lip Yes (only fuel door)

(* “Required” = includes specific amount and location)

As you can see by the above-listed procedures, these three similar vehicles require very different attachment procedures. Now, if we look at a 2013 Chevrolet Malibu (MAG plug welds, open butt joints) versus a Ford Taurus (Weld-Bonding Only, open butt joints) versus a Chrysler 200 (Weld-Bonding Only, butt joint with backer bonded, no welding,) we see even the American-made vehicles are very different. Let’s look at the roof panel

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hybrid construction uni-body. The quarter panel is a steel component with aluminum components attached (quarter extension, rear body panel). The panel is attached with resistance welds (steel to steel) and rivetbonded in aluminum to steel mating flanges.

In the repair procedure, the panel is STRSW on the steel to steel flanges, riveted in the quarter panel to rocker panel area (as there

Nissan Optional Suggested Yes MAG seam NO NO NO NO

Honda Required* Required* YES MAG seam NO NO NO NO

(steel) versus Mercedes-Benz S550 quarter panel replacement (steel and aluminum). The BMW is a steel uni-body vehicle and is weldbonded from the factory, but for the repair procedure, BMW requires the panel be rivetbonded with bonded joints with inserts. The procedure requires about 40-42 rivets, two tubes of bonding adhesive, and three EMC (Electro-Magnetic Compatibility) screws.

Conversely, the Benz is a steel-aluminum

BMW NO NO

NA NA NA YES (Full bond) YES (for holder)

VW Required* NO

NA NA NO YES (Full bond) NO

is no access to the backside for the RSW arms to reach), riveted-bonded in the steel to aluminum mating flanges and silicone-bronze welded in the sectioned areas on the sail panel. Here are two similar vehicles with similar attachment methods from the factory, but very different in the aftermarket field.

The point we are trying to make is that you must use OEM information for the proper protocols on repairing each individual vehicle. A complete and proper repair requires the use of the correct procedure, application of materials and knowledge of the equipment. Today’s vehicles are very complex and the multitude of different substrates have caused the OEMs to create different attachment procedures. Not following OEM procedures for attachment methods and materials usage can alter the performance, longevity and crash management of the vehicle, ultimately putting its occupants at risk.

We have heard – and even seen – shops and technicians misled by sales people and their lines: “See how great our product is” or, “Look what our product can do.”

Please, do not fall victim to this scam. Always check with the OEM first on what materials and products are used in each repair. Over the past few years, we have seen some

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Nuts and bolts, tips and tricks from our resident industry experts.

BY LARRY MONTANEZ III, CDA & JEFF LANGE, PE

incorrect repairs to vehicles due to a lack of repair information, and we have even had a small percentage that were repaired so unbelievably badly that the vehicle was tearing itself apart.

The collision repair industry is only going to get tougher over the next few months with the release of the 2015 Aluminum Ford F-150, and even harder in the next two to three years as OEMs release more advanced steel, composite, aluminum and hybrid construction vehicles that will require many different repair procedures and equipment. This means collision repair professionals will have to purchase new equipment and attend more training classes than ever before. As more and more of these advanced construction vehicles are produced, look for an increase in replacement parts restrictions on these vehicles. They’re likely to cause uproar, but they ultimately protect the consumer.

As a shop owner and technician, where do you see yourself in two years? In five years? Do some research and look at the direction of the collision repair industry. Write down what changes, investment, time and effort you will need to be just completive. You will see more and more OEMs restricting parts to their certified repair facilities, which will limit the amount of vehicles you will see in your shop.

Things are changing, and it is happening very quickly. If you sit on the sidelines too long, you may not be able to catch up. The time is now to decide.

We hope that this article has helped the industry to better understand the importance of OEM repair procedures and attachment methods. Additionally, we hope we have opened your eyes to the changes here and now and coming in the future.

Feel free to contact us if you have any questions. H&D

Larry Montanez III, CDA is co-owner of P&L Consultants with Peter Pratti, Jr. P&L Consultants works with collision repair shops on estimating, production and proper repair procedures. P&L conducts repair workshops on MIG & resistance welding, measuring for estimating and advanced estimating skills. P&L also conducts investigations for insurers and repair shops for improper repairs, collision repairability and estimating issues. P&L can be reached by Contacting Larry at (718) 891-4018 (office), (917) 860–3588 (cell), (718) 646–2733 (fax) or via email at larrygoju@aol.com. The P&L website is www.PnLEstimology.com.

Jeff Lange, PE is president of Lange Technical Services, Ltd. of Deer Park, NY www.LangeTech.net. Jeff is a Licensed New York State Professional Engineer who specializes in investigating vehicle and component failures. Lange Technical Services, Ltd. is an investigative engineering firm performing forensic vehicle examinations and analysis for accident reconstruction, products liability and insurance issues. Jeff can be reached at (631) 667-6128 or by email at Jeff.Lange@LangeTech.net.

Executive Director’s Thoughts

The theme grappling its way to the top of our industry is training, having the right equipment and managing a repair center that has access to information for repairing today’s vehicle technology. If that sentence hasn’t knocked you in the head yet, it’s really time to pay attention.

- Jordan Hendler

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Special industry-related events at the nation’s biggest auto show.

NEWS

When you’re in Las Vegas for SEMA, be sure to check out these exciting events for members of the collision repair industry.

Are you here?

Come join us!

November 6 - CIC is located at the Westgate Las Vegas Resort & Casino - Ballroom C November 5 - SCRS’ OEM Summit is located at N231-N241 in the upstairs location of the North Hall in the Las Vegas Convention Center

COLLISION INDUSTRY CONFERENCE VEGAS-STYLE

From 8am - 5pm on November 6, industry personnel from around the country will gather at the Westgate Las Vegas Resort during SEMA Week for the final Collision Industry Conference (CIC) of 2014. Open to all members of the collision repair community, CIC is a long-running forum devoted to exploring industry matters in an open setting. Through live meeting discussion - that can at times reveal participant passions - and ongoing research with extensive interim committee work, CIC attempts to form a non-binding and voluntarily-accepted consensus on various issues.

CIC attendees and participants vary to all industry segments, including repairers, insurers, paint and material companies, equipment vendors, vehicle manufacturers, data providers, representatives of trade associations and more. Collision Industry Conference (CIC) meetings are held four or five times a year, each in a different region of the country or alongside another industry event. Each January, the group hosts a special planning meeting for the coming year that is open to everyone.

CIC committees are established to address key issues or topics. Those committees find relevant presenters and topics for discussion between and during meetings. George Avery (State Farm), who will conclude his two-year term as CIC chairperson at the November 6 meeting, will be succeeded by California-based MSO entrepreneur Randy Stabler (Pride Auto Body).

A meeting registration fee of $65 is charged to cover meeting and mailing expenses. A participant may become a CIC Gold Pin Sponsor by paying an annual fee. Those attending the meeting are invited to a reception at 6pm that evening to network with other attendees.

For more information on how to attend the November 6 Conference in Las Vegas, please visit www.ciclink.com or contact CIC Administrator Jeff Hendler at (509) 543-7773 or jeffhen@ gmail.com. H&D

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SCRS PRESENTS

CAN’T-MISS

TECHNOLOGY SUMMIT

The Society of Collision Repair Specialists (SCRS) launched their first iteration of the Repairer Driven Education (RDE) series at the SEMA Show in 2010. With annual adjustments to the format and content, it has become one of the most comprehensive programs of collision repair education being offered to the industry. This year, one of the most noticeable new developments to the SCRS program is the launch of the very first issue-specific collision repair industry forum - the OEM Collision Repair Technology Summit on Wednesday, November 5, which will be moderated by WMABA’s own Executive Director Jordan Hendler.

A unique networking and learning opportunity designed to put SEMA show attendees in a room with innovators in automotive structural design and technology, the Summit will focus on emerging trends in vehicle construction and technology as it relates to the collision repair environment. The program will include uniquely created presentations from the Aluminum Association Transportation Group (ATG) and Auto/Steel Partnership (A/SP) as both explore the developments taking place in their respective material markets. Further panel discussions, breakout sessions and hands-on technology displays will put attendees in touch with cutting edge automakers such as Audi, BMW, Ford, GM, Mercedes, Toyota and Tesla. The program will also include separate panel discussions with representatives from certified repair facilities, equipment suppliers and OEM certifiers/ auditors.

“There is really no topic more captivating of everyone’s attention right now than the rapidly changing landscape of automobile technology, and how it is driving adaptation in the collision repair marketplace,” shared SCRS Chairman Ron Reichen. “It is a topic that has broad-reaching impact on everyone in the industry, and it was important to both SCRS and SEMA to develop a forum that would address the significant interest from all who are making the investment to join the industry in Las Vegas this fall.”

SCRS’ Repairer Driven Education (RDE) features four days of seminar offerings, many of which are uniquely designed and being offered only at the 2014 SEMA Show. Each of the courses has been individually selected or crafted by SCRS because the content specifically focuses on information that is relevant to the diverse array of marketplace perspectives within the collision repair industry.

Additional SCRS-hosted events include the SCRS RDE Welcome Reception on November 4 and the RDE Sky Villa After-party on November 6. A full list of seminars and events (plus on-site registration information) is available at www.semashow.com/scrs. H&D

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COVER

STORY An Audi Perspective If you are a shop owner and/or repair

technician working in the Washington

Metropolitan region, it might interest you to know that you’re sitting on an educa-

tional goldmine.

With interest in aluminum repair at an

all-time high, WMABA members have an op-

portunity to take advantage of the first (and currently only) Audi Learning Center in the

United States. Conveniently located in Ash-

burn, VA, the Center was launched in May,

2013 to offer Audi-specific repair training to

technicians from across the country. To date,

the Center has trained nearly 200 Collision

Repair Technicians on manufacturer-specific

procedures to ensure better repairs in the

field. Now, thanks to a new collaborative ef-

fort with WMABA, Audi is opening the doors

to this unique facility to give members an inti-

Jordan Hendler. “Chances to do something of

ing program. Attendees will gain insight into

are very grateful to Audi for their contribution

of the ins and outs of Audi’s aluminum trainthe factors they need to consider before becoming certified, including the types of tools

“Preparing for Aluminum: An Audi

event will feature a special walk-through of

type of repair before they elect to make the fi-

and professional transition. Additionally, the the Ashburn facility’s 5,900-square-foot Collision Cell. The event will be hosted by Audi representatives Mark Allen (collision pro-

grams and workshop equipment specialist) and Shawn Hart (collision instructor and

curriculum designer). Located close to Dulles

to get an inside look into the realities of this nancial and logistical commitment to move forward. In Allen’s mind, making the right

decision regarding implementing aluminum

involves much more than simply seeing if you have the money to invest in proper tools.

“People think equipment, equipment,

Airport, the Ashburn Learning Center gives

equipment, but they’re not thinking about cul-

opportunity to explore this new era of collision

their employees,” he offers. “How are you

WMABA shops and technicians a unique repair right in their backyards.

“Being able to hold an educational event

would really be like, and what it would take to

November 2014

of this meeting.”

Perspective” will allow association members

aluminum-certified.

Center will host “Preparing for Aluminum:

this caliber don’t come around often, and we

and equipment needed to make a smooth

at Audi is a great opportunity for our mem-

On December 10, the Ashburn Learning

32

An Audi Perspective,” an extensive overview

mate look at the requirements and tech-

niques necessary for shops to become Audi

BY JOEL GAUSTEN

tural change in the shop or investment into going to give them these skills and retain them? Also, there is the cost of training.”

To illustrate the dedication necessary to

bers to get an inside look at what the training

achieve Audi certification, the manufacturer’s

integrate an aluminum program into their

and costs $3,000, not including hotel/food/

shop,” explains WMABA Executive Director

introductory class to aluminum lasts 10 days travel expenses and the obvious loss of

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WMABA and Audi offer an unforgettable learning experience. production with a tech being away from the

B-pillar and rocker as well as quarter panel

dent will go through approximately 40 pounds

they need to know to make these compli-

shop for that long. During the course, a stu-

of aluminum as he or she practices welds,

then applies those techniques on a new Audi

A8.

Of course, a shop needs to be Audi

steel-certified before receiving the same des-

ignation for aluminum. According to Allen,

that could run a shop anywhere from $60,000

As regular readers of Hammer & Dolly

replacement. Technicians learn everything

know, there is tremendous talk about the in-

cated repairs, including utilizing proper repair

lot of people are also discussing the repair of

procedures, bonding and riveting techniques, approved removal and installation tools.

Limited to six to eight technicians, the class is about 30 percent classroom theory and 70 percent hands-on.

Audi’s Aluminum Welding Re-Certifica-

dustry’s step into aluminum. Unfortunately, a these vehicles with varying degrees of accu-

racy. As a result, Allen cautions that the training, equipment and other requirements that works for one manufacturer could be vastly inappropriate for another.

“We have had a lot of folks looking to us

to $130,000 once the correct equipment is in-

tion course puts technicians who were previ-

to get into the program because when they

completed. Add another $60,000 to $130,000

the test by making them perform four welds

explains. “But they don’t fully understand the

stalled and the appropriate I-CAR training is

for aluminum, and it is clear that this level of repair requires a high-caliber facility.

Currently, there are five shops certified

in the DC metro area, with another two in

process. Allen says that the certification

ously certified by Audi to weld on aluminum to according to the ISO 9606-2 standard. This

includes two new cast components. Technicians leave the course with international aluminum welding certification.

think of aluminum, they think of Audi,” he nature of the Audi program in that we’re

looking to build that bond between the dealership, the customer and the brand. There are

a bunch of people who are looking at, ‘Okay,

process can take anywhere from three

to eight months, depending on a shop’s

accessibility to I-CAR training.

“We require that the techs go through

I-CAR Aluminum Welding,” offers Allen. “We

know that it is by no means to the level of

welding they would do when they’re here, but

they’re at least starting the process and get-

ting an understanding of their machines, how

to use them and what to look for.”

As regular readers of Hammer & Dolly know, there is tremendous talk about the industry’s step into aluminum.

Unfortunately, a lot of people are also discussing the repair of these vehicles with varying degrees of accuracy.

In Audi’s Aluminum Welding and Struc-

tural Repair Certification course, technicians spend the first week learning the basics of

welding aluminum as well as welder settings

and practice welding. At the end of the first

week, each technician takes the welding

exam to be ISO 9606-2 Certified. Each tech-

nician’s welds are examined and x-rayed by

an outside company to ensure they meet the

standard.

The second week consists of performing

structural aluminum repairs to a current-

model A8 including front rail replacement,

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COVER STORY continued from page 33

if I get certified [by] Audi, I should be okay for

they feel obligated to make an effort to see that

thing; the repair techniques vary from manufac-

tions. At the end of the day, they want their

all these other programs.’ It’s not a universal

turer to manufacturer. As manufacturers, we

look at the competencies of the collision repair

industry and try to come up with repair solu-

tions that are most easily deployed in the in-

Of course, the best advice is often the

their cars are fixed in line with those specifica-

simplest: Before stepping anywhere near an

customer to have the best possible experience.

first go for an eye exam.

If the car isn’t fixed right, it doesn’t look good for anyone involved.”

aluminum welding training situation, you should “We have folks who come through here

and say, ‘I can’t weld. I don’t understand,’”

dustry, but it’s not always the easiest thing to

do.”

Additionally, Audi remains adamant that

certified repairers should work only with ap-

proved equipment. This is important to remem-

ber as the marketplace continues to flood with

products that could end up promising more

than they deliver. Allen wants to make sure

shops don’t experience buyer’s remorse if they

purchase a machine without first seeing what

the actual automaker has to say about it.

“Just because you have a certain machine

doesn’t mean it’s going to be accepted,” he

says. “With the German cars, when they are

being designed and crash tested, [the au-

tomakers] use the approved equipment and

work with those manufacturers to come up with

the repair solutions. When you do a repair with

those procedures, you know that you are going to get a repeatable outcome if you follow those

steps and use those pieces of equipment that

are described in the repair process. That’s not

to say that the [unapproved] equipment will not

work if it’s from some other manufacturer;

we’re saying we don’t know because we

haven’t tested it. We can’t tell you that the car

will perform that way in the next crash.”

Not surprisingly, Hendler shares the belief

that following OEM-approved equipment and

procedures is the way to go.

“The OEM is the manufacturer of the car,

and the one with all of the data on why things

are designed and constructed the specific

way they are,” she says. “When they are

responsible for upholding the occupant safety, November 2014

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COVER STORY continued from page 35

Allen shares. “We actually keep cheater lenses in our cabinets here; we put them in the welding helmets when we have a person like that,

and all of a sudden life is good. People who

don’t read a lot or spend a lot of time at a com-

puter don’t realize they have eye problems until

they get into this.”

Clearly, there’s a lot to keep in mind before venturing into this area of repair. On December 10, you will have the chance to get up close and personal with the realities of working on Audi aluminum vehicles – all at one of the most extensive and exciting training facilities in the United States.

“My hope for the attendees of this limited-

seating event is that they gain insight and understanding of the integration of aluminum repair in the shop environment, including the management side,” Hendler says. “Being trained on repairing the car is just one factor in the whole equation. Managing the entire process is something to which serious consideration needs to be paid.”

Above all, Hendler is hopeful that this gathering will serve as a wake-up call for members who might be slow to embrace the changes going on around them.

“In general, I have many members telling the association that they don’t want to equip and train until the market has more aluminum in need of repair,” she reveals. “The concern that I have, as a consumer, is that the repairer will still accept the job on a car they are not able to repair properly. It’s the old analogy of, ‘You

can’t have your cake and eat it, too.’ If you aren’t willing to put in the investment yet, then you need to be willing to refer that customer to a repairer who has. Bottom line.”

The Ashburn Learning Center is located on Red Rum Drive, off VA-267, Exit 6 (Ashburn), just west of Washington, DC and Audi of America in Herndon. To register online for “Preparing for Aluminum: An Audi Perspective,” go to www.wmaba.com. H&D

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VENDOR

CORNER PICKING A QUALITY VENDOR “Good service doesn’t cost. It pays!”

Okay, it sounds corny, but it’s true! Picking a quality vendor is one of the toughest things to do in any business. In the automotive industry, it is imperative to our success.

Some popular ones from a customer to a vendor are: Why should I deal with you?

What separates you from the others?

How do I know you will meet my needs?

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November 2014

These are all very important questions.

The answers to these questions must be proven through consistent quality, service and dependability. Is the product you receive as described? Is it clean? Was it packaged properly? Was the product delivered to you on time? Was the delivery driver courteous? Is the delivery vehicle clean? If there was an issue, did your customer service representative take care of it in a professional manner?

Do they have a website that you can check out to learn more about them? Have they sent you information about their company and product line?

As a business owner (and as a supplier and consumer), I feel the answers for all of these questions must be yes. I’ll use my industry, recycled parts, as an example. Parts

should come into your shop clean and on the day agreed upon by both parties. Do they? If you are having trouble with a certain vendor, you might need to look into changing. In today’s marketplace, there are multiple choices for all of the services you need.

I can only speak of what we do in our company to try to ensure we send out quality merchandise. We only buy the best cars we can find. We have a mileage and year limit to what we will purchase to sell because we do not want inferior parts. The cars are hauled from the auctions by our own trucks to ensure there is no damage from towing. They are pre-inventoried when they arrive on our premises. After that, they are moved into our dismantling facility, where they are re-inventoried (much more in depth), engines and transmissions are tested and cars are dismantled. After it is finished, the removed parts are then located for ease of access.

When a part is ordered, it is pulled, inspected by a technician, cleaned and put on our loading dock for delivery. The next morning, the parts are inspected by the driver, cleaned again (if necessary) and loaded onto our trucks for delivery. Bumpers are wrapped, doors are put in protective covers and lights are buffed. Everything is tied down with rope – not a bungee cord. We try to make sure we are sending the best product we can, which is why it goes through five different people before it is delivered. If we do not deliver the correct part to the consumer the first time, it costs everyone money and (more importantly) hurts the customer relationship.

I have had relationships with certain vendors for over 20 years because I feel they are the best. I have also fired vendors after a short period of time because they could not

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A view from the supplier side of the industry.

BY SCOTTIE DAVIS

deliver what they sold. I am a firm believer in the first line of this article. My vendors aren’t always the cheapest, but they are the best.

I recommend that you ask questions.

Ask for brochures or information about your vendors. They may even offer services you never thought to ask about. Visit their website and see if you can see pictures of their facility, visit the facility itself or ask how long they have

been in business. Furthermore, contact associations like WMABA; they are a great resource for outside information! H&D

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PRESIDENT’S

MESSAGE A LESSON: IN GOD WE TRUST On all US currency, you will find the words “In God We Trust.” (This is as it should be, in my opinion, but that’s a road we will not travel because everyone is entitled to their own viewpoint.) In business and in life, who do you trust?

Do you trust your employees? Your partners? The adjusters you deal with on a daily basis or the companies they represent?

Don Beaver

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

What has caused me to pose these questions is that, once again at my shop, we are chasing money that was promised to us, but in an error was sent to a vehicle owner. Again, we have trusted someone at an insurance company on their word to pay our supplement directly, as they had said they would. Again, they have sent our money somewhere other than where it was promised, and guess what? They won’t reissue payment if the person who received the check has already cashed it. That collection of money is now on the shop to recover.

Most people are honest. In most cases, a customer will forward that money to the shop because they are aware that it was never their money in the first place. I have always said, “If it’s not in the file, it never happened.” Insurance companies usually require a direction of payment (or “D.O.P.”) before they will release payment to a shop.

I am a big believer in paperwork before repairs. Instead of spending hours, days and weeks chasing money, we now require insurance companies to send us a guarantee of payment (or a “G.O.P.”) before anything is released. Boy, talk about the shoe being on the other foot. The responses we get to this never cease to amaze me: “You’re going to hold that car ransom?” “Who’s going to pay for that rental?” “You don’t trust me?” etc. In all honesty, at the end of the day, do you know who I trust? I trust Andrew and Ben and Alexander, because they have “In God We Trust” written right on them.

My point here is to do your due diligence. Make sure your i’s are dotted and your t’s are crossed; trust doesn’t pay the bills – money does. It’s hard enough to make money without having to chase it.

Trust who you will, but remember that this is a business. It’s not personal - or it least, it doesn’t have to be. If it’s not in writing or on file, good luck. Once that payment is made and cashed, it’s on you. H&D

®

Save the Dates for NORTHEAST 2015!

Top-Notch Educational Opportunities Over 150 industry-leading exhibitors Fun for the Whole Family, And More!

March 20, 21, 22 42

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Conquest your Mitsubishi parts needs!

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Buy Genuine Mitsubishi Parts and get the perfect fit at the perfect price.

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ADVERTISERS’ INDEX Alexander & Cleaver............................19 Alexandria Toyota ................................7

All Foreign Used Auto..........................38

Audi Group ..........................................34

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

BMW Group ........................................24-25 BMW of Bel Air ....................................IBC BMW of Fairfax....................................3

BMW of Rockville ................................IBC BMW of Towson ..................................IBC CAPA ..................................................8

Car-part.com........................................19

Chesapeake Automotive Equipment ..46

Empire Auto Parts................................39 Ford Group ..........................................13 Future Cure ........................................35 GM Parts Group ..................................9

Hendrick Honda ..................................40

Honda Group ......................................15 Hyundai Group ....................................17

Koons Ford ..........................................40 Malloy Auto Group ..............................4

Mazda Group ......................................45 MINI Group ..........................................21

MINI of Baltimore County ....................IBC Mitsubishi Group..................................44 Mopar Group ........................................41

Nissan Group ......................................27

NORTHEAST® 2015 ..........................42 NuCar ..................................................26

O’Donnell Honda ................................37 Packer Norris Parts ............................11

Porsche Group ....................................29

PPG ....................................................IFC P&L Consultants ..................................23 Russel Toyota ......................................39

Safety Regulations ..............................37

Steck Manufacturing............................46 Subaru Group ......................................30

Toyota Group ......................................31 VW Group............................................36

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