New England Automotive Report January 2019

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New England Automotive Report

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January 2019 • Volume 17, No. 1

CONTENTS

DEPARTMENTS

COVER STORY

VICE PRESIDENT’S MESSAGE By Kevin Gallerani

34 | New Resources and Restored Faith: AASP/MA in the New Year

8 | A Stronger (and Closer) AASP/MA

EXECUTIVE DIRECTOR’S MESSAGE

By Alana Bonillo

By Evangelos “Lucky” Papageorg

10 | Bubble Wrap and Insulation

AASP/MA MEMBER PROFILE

By Alana Bonillo

16 | Precision Autocraft

LOCAL NEWS 22 | Monty Tech Grad to Hit Russia for WorldSkills 24 | ADALB Addresses Shop/Vendor Conflicts

NATIONAL NEWS 26 | MA Schools Win Big at CREF Awards

VENDOR SPOTLIGHT 30 | Raising the Parts Bar: Tasca Automotive Group Leads the Way

INDUSTRY ADVICE: ASK MIKE 32 | How Can Shops Better Attract New Technicians?

LEGAL PERSPECTIVE By James Castleman, Esq. 39 | Dissolving the Garagekeeper’s Lien

ALSO THIS ISSUE 11 | WHERE’S LUCKY? 17 | AASP/MA MEMBERSHIP APPLICATION

OEM CERTIFICATION PROFILE

20 | AASP/MA SPONSORS

44 | Subaru of America, Inc.

50 | ADVERTISERS’ INDEX New England Automotive Report January 2019 5

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CITY SIDE SUBARU 790 Pleasant Street Belmont, MA. 02478 Phone Number: 617-826-5005 FAX Number: 617-489-0733

COLONIAL FORD 147 Samoset Street Plymouth, MA. 02360 Phone Number: 800-233-8109 FAX Number: 508-830-1658

NORTH END SUBARU 757 Chase Road (Rte. 13) Lunenburg, MA. 01462 Phone Number: 800-548-8887 FAX Number: 978-582-9843

COLONIAL CHRYSLER JEEP DODGE-RAM 24 Coolidge Street (Rte. 62) Hudson, MA. 01749 Phone Number: 978-568-8000 FAX Number: 978-562-1213

COLONIAL FORD OF MARLBOROUGH 428 Maple Street Marlborough, MA. 01752 Phone Number: 888-460-1125 FAX Number: 508-460-3464

COLONIAL SOUTH CHRYSLER JEEP DODGE-RAM 42 State Road (Rte. 6) Dartmouth, MA. 02747 Phone Number: 508-984-1900 FAX Number: 508-996-5801

COLONIAL CADILLAC 201 Cambridge Road Woburn, MA. 01801 Phone Number: 781-935-7009 FAX Number: 781-933-7728

NORTH END MAZDA 757 Chase Road Lunenburg, MA. 01462 Phone Number: 800-322-1241 FAX Number: 978-582-9841

COLONIAL VOLKSWAGEN COLONIAL SOUTH CHEVROLET 89 Turnpike Road (Rte. 9) 361 State Road (Rte. 6) Westborough, MA. 01581 Dartmouth, MA. 02747 Phone Number: 888-322-6570 Phone Number: 508-996-6266 FAX Number: 508-616-0445 FAX Number: 508-979-1219 COLONIAL VOLKSWAGEN OF MEDFORD 162 Mystic Avenue Medford, MA. 02155 Phone Number: 781-475-5200 FAX Number: 781-391-3506

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VICE PRESIDENT’S MESSAGE

A Stronger (and Closer) AASP/MA

KEVIN GALLERANI

I’d like to begin this message by saying how honored I am to serve as the new vice president of AASP/MA. I’ve been an active member of the Board of Directors for years now, and I’m proud to have the opportunity to serve our membership in this new role. I’m also happy to step into this new position during one of the most exciting times in our association’s history.

In late November, AASP/MA hosted its first South Shore Chapter meeting in several years. The event drew a great crowd for a Wednesday night, and I was very happy to be among the attendees. If you haven’t been to an AASP/MA event in a while, I can tell you that the level of content and information the organization is making available is better than ever. AASP/MA is refocusing its energies on bringing support and content directly to your local markets. You don’t have to drive an hour or so to attend a statewide meeting; you can now drive a short distance to chapter meetings held monthly right in your backyard.

Of course, having these meetings throughout the state means nothing without your participation and input. We need to hear from you if there is a particular topic or concern you want us to address. We’re here to help you be the most successful industry member possible. Every single person on the Board is just like you – a hard-working business owner

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striving to make things easier and more profitable. We’re all in this together, and every idea and opinion is welcome.

As my term as vice president moves forward, I will always be available to you. The Board’s voice is your voice. If you ever need anything, please reach out to Executive Director Lucky Papageorg or any member of the Board. Let’s make this the time we truly join forces to make this industry the best it can be.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

AASP/MA VICE PRESIDENT KEVIN GALLERANI

is vice president of Cape Auto Collision Center in Plymouth, MA. He can be reached at (508) 747-0316 or kevin@capeautobody.com

G

L

A

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D

AU M TIVE AUT T TI TIV STAFF

AASP/MA EXECUTIVE COMMITTEE

PUBLISHER

CREATIVE DIRECTOR

Thomas Greco - thomas@grecopublishing.com

Lea Velocci - lea@grecopublishing.com

SALES DIRECTOR

EDITORIAL/CREATIVE COORDINATOR

Alicia Figurelli - alicia@grecopublishing.com

Alana Bonillo - alana@grecopublishing.com

EDITORIAL DIRECTOR

PRODUCTION

Joel Gausten - joel@grecopublishing.com

Donna Greco - donna@grecopublishing.com

TREASURER Matthew Ciaschini LEGISLATIVE CHAIR Peter Langone IMMEDIATE PAST PRESIDENT Paul Hendricks

PRESIDENT Molly Brodeur VICE PRESIDENT Kevin Gallerani SECRETARY Gary Cloutier

AASP/MA STATEWIDE DIRECTORS PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963

COLLISION DIRECTOR Rob DelGallo

AASP/MA DIRECTORS www.grecopublishing.com New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of AASP/MA. Copyright © 2019 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

WWW.AASPMA.ORG MASSACHUSETTS

8 January 2019

New England Automotive Report

Alex Falzone Joshua Fuller Adam Ioakim

Kevin Kyes Frank Patterson Mike Penacho

AASP/MA ADMINISTRATIVE OFFICE Evangelos “Lucky” Papageorg: AASP/MA Executive Director

Alana Bonillo: AASP/MA Administrative Assistant P.O. Box 212 Marlborough, MA 01752 617-574-0741

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EXECUTIVE DIRECTOR’S MESSAGE

EVANGELOS “LUCKY” PAPAGEORG

Bubble Wrap and Insulation Now that we have entered a new year, all the resolutions have been made and plans for business improvements have been drawn up, it is time to evaluate where the greatest impact can be made. I’ve spoken with many shops that plan to make substantial capital investments in training and tools.

Training in this ever-changing industry is a concern and should be high on the priority list. With regard to tools, we as an industry must always look for the next greatest one coming down the line. In doing so, there are many instances where a trusted, useful tool gets pushed to the back of the drawer in your oversized toolbox and forgotten about. Those tools need to be pulled out and put to use again.

These tools were forged many years ago with much hard work. When used, they had a very positive effect on our industry. Rather than trying to go out and find the next best thing, I am suggesting you take the time to dust them off, sharpen your skills and utilize them to make your business flow more smoothly, retain your customers and assist them in getting what they rightfully deserve from their insurer via their insurance policy.

The tools I am referring to are the CMRs and laws that govern us all in the collision repair industry – repairer and insurer alike. AASP/MA has taken the steps to make the regulations easily accessible for our members. More important, we have made them easier for your customers to obtain. The key will be driving your current and past customers to our website. Your customers have no clue as to what they don’t know. The average customer only gets into an accident every seven to 10 years. In that time period, how many times have they seen an advertisement with “Flo,” the Gecko or that idiot who throws his wallet into the water telling them what course of action they should follow if they have an accident? Compare that to how many times you have made an attempt to contact them and keep your name in the forefront of their minds if they – or one of their family members or friends – have an accident.

Who can blame the poor, traumatized accident victim for

going (getting steered) where they are sent? How many times have you heard, “But they told me I had to go to such and such location or they wouldn’t be able to see my car for weeks”? You have worked hard to build a strong customer base built on doing safe, quality work and restoring their vehicle to “crashworthy” condition. You have done so to have the peace of mind that in a subsequent loss, your customer and their loved ones will be safe. Insurers and their representatives erode your customer base every day through misleading statements and downright deception by taking advantage of the less knowledgeable motorists. As an industry, we need to get the word out. We must make sure that the person who has not recently had an accident (or ever had one, for that matter) recognizes the deception from the get-go.

We cannot fight the insurance industry dollar for dollar in advertising, but what we can do is take advantage of social media. It is never too late to start compiling your customers’ information. Send out postcards initially if you do not already have their emails, Twitter or Facebook information. Request they like your business, as well as like AASP/MA, on Facebook. In that way, they will receive news feeds from you and the association reminding them of their rights in the collision repair process.

AASP/MA will forward you news pieces and consumer protection information on a regular basis so motorists across the state will remember your business name and know the association is here protecting the consumers of Massachusetts.

Massachusetts regulations 211 CMR 123 and 133 and 212 CMR 2.0 are a wealth of information. The actual insurance policy is another resource; however, the average consumer does not even know that these regulations exist. Very few people ever take the time to read their policy before paying their premium. Even if they do, they don’t fully understand the policy. You, with the assistance of AASP/MA, can turn the tide and make the rules and regulations have meaning. It continued on page 13

10 January 2019

New England Automotive Report

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AASP/MA Executive Director Lucky Papageorg is on the move!

Read below for his stops this month.

For the month of January, Lucky will be spending the first week visiting shops in the Southeast region.

3

4

For the second week, he will be in the Midstate region and will host a chapter meeting on January 9. (Location TBD.)

2 41

In the third week, he’ll be visiting the Western region and will host a chapter meeting on January 16. (Location TBD.)

JANUARY

2019 Keep an eye out for future meeting dates and locations!

During the fourth week, he will be in the Boston/Northeast region and will host a chapter meeting on January 23. (Greater Lawrence Technical School, Andover)

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MASSACHUSETTS

Lucky can be reached at (617) 574-0741 or lucky@aaspma.org.

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12 January 2019

New England Automotive Report

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EXECUTIVE DIRECTOR’S MESSAGE continued from page 10 will take effort on everyone’s part. Start by pulling these tools out from the back of the drawer and familiarize yourself with them once again. The consumer portion and our Members Only portal of the website will have all the key parts of the regulations highlighted and easy to search. However, unless you steer future and previous customers to the website, you will continue to see your customer base erode until you are looking at an empty shop. It is equally important that you make use of the information on the site to keep work flowing through the shop while making safe and proper repairs following OEM specifications.

Oh, I almost forgot…I started out by titling this message “Bubble Wrap and Insulation.” If you are in the habit of using any of these “tools” around your shop to protect your customers, STOP!!!

You can no longer benefit your business by protecting the consumer from the process once they are in the system. By insulating them from the harsh reality of

what the insurance company they chose is doing to them and their vehicle, you are doing them, yourself and our industry a grave disservice. It is time to make the vehicle owner aware that their insurer is more concerned with the bottom line of the repair than safety. All one has to do is read the response submitted by the Automobile Insurers Bureau of Massachusetts (AIB) regarding the ADALB’s request for input on a proposed Advisory Ruling mandating the compliance with all OEM-required/ recommended repair procedures. Their overwhelming concern was how much following such procedures would add to the cost of the claim. These procedures were used when the vehicle was built to ensure “crashworthiness” and protect the manufacturer from liability. Yet, these are the same procedures the insurer refuses to reimburse you for, making you liable should the vehicle fail in a subsequent loss if you do not perform the operation for free!!! Remember, you

are responsible for the vehicle “cradle to grave,” which is not a liability you should take lightly. Just ask the folks at John Eagle Collision. How many of you can afford to take a $31.5 million gut punch?

AASP/MA has been experiencing a rise in membership as more and more shops realize they are not alone. We are here to help you relocate the tools you already have at your disposal, sharpen them and put them to use the way they were intended. Take your frustration out on the “bubble wrap” you have lying around, then go back to page 17 of this magazine, fill out the application and send it in. But before you do, make a copy, take it to your colleague down the street and get them to understand the importance of joining with you! You will NOT regret it.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

AASP/MA EXECUTIVE DIRECTOR EVANGELOS “LUCKY” PAPAGEORG can be reached at (617) 574-0741 or lucky@aaspma.org

New England Automotive Report January 2019 13

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Tulley BMW of Nashua 147 Daniel Webster Hwy Nashua NH 03060 PH: 603-888-5050 FAX: 603-888-8427 tulleybmw.com

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BMW of Sudbury Wholesale Parts 68 Old County Road Sudbury, MA 01776 PH: 800-338-3198 FAX: 508-881-7578 bmwofsudbury.com

14 January 2019

New England Automotive Report

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[AASP/MA MEMBER] PROFILE By Alana Bonillo

PRECISION AUTOCRAFT Generations of association support contribute to Precision Autocraft’s success.

Since its doors first opened nearly 40 years ago, Precision Autocraft of Sheffield has always been an all-in-the-family effort.

The shop first began in a neighboring town in 1979 with

“I’ve always always been grateful the association is there. They’ve been very helpful to us.”

Now with a new executive director and the return of chapter meetings, AASP/MA promises its members change

a small staff of four, says Kathy Andrus, whose late husband,

and growth. Kathy echoes the battle cry of most shops

Tom, founded the business. Twenty years ago, the shop re-

around the state that something has to be done about the

located to its current location in Sheffield; the shop’s staff

Labor Rate.

has nearly tripled since then.

“We are in a rural part of the state and not a big city like

Tom grew up in the business, learning a lot from his

Boston, and [insurance companies] think we can work for

father (also named Tom), who worked in an auto body shop.

nothing. We have to pay the same costs for fuel, computers

As the years went by, the younger Tom Andrus wanted to go

and programs, yet they will pay a different Labor Rate

into business for himself. When the opportunity came along,

depending where you are and won’t update their statistics

he purchased a building and Precision Autocraft was born.

on why they call that the ‘prevailing rate.’ I would like to see

His father left the shop he worked at to join his son and help

the association be able to get greater fairness across the

him get the business off the ground.

Tom and Kathy’s only son, Max, took over the business

board and maybe an actual Division of Insurance that makes sure [insurance companies] are doing their part. Just

after Tom passed away three years ago. He followed in his

because we are in a different location does not mean we

father’s footsteps, growing up around the shop and learning

don’t have all the same bills.”

the trade.

As for keeping the shop up to date, Kathy says they are

“Our son started out as a simple detailer, and he moved

one of the most progressive in their area in regards to having

his way up through the ranks. Now, he runs the whole

the latest equipment and computer technology. As a result,

show,” shares Kathy.

the business has certified technicians who are qualified to

Precision Autocraft is very much a part of Kathy’s everyday life as well, as she has been working in the shop’s office for the past 20 years. She enjoys being part of the

get cars back on the road safely in pre-accident condition with precision and true craftsmanship.

“Every car that comes out of here that a customer says

family business, although she admits she is considering

was fixed here has our name on it. It’s advertising driving

stepping back soon and making her way towards retirement.

down the street.”

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

While she may take a backseat at the shop, she still has her sights set on the future of the industry and is excited to rekindle Precision’s involvement with AASP/MA. Although they have not been as active in recent years as they had been in the past, the Andrus family has been involved in association life since the beginning.

16 January 2019

New England Automotive Report

MASSACHUSETTS

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PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

New England Automotive Report January 2019 17

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards.

In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it.

For Genuine Honda parts, contact these Authorized Honda dealers.

Bernardi Honda 960 Worcester Road Natick, MA 01760 Parts Direct: 800-247-3033 FAX: 508-651-1220 www.bernardihonda.com

Lia Honda of Northampton 293 King Street Northampton, MA 01060 Toll Free: 800-369-7889 Direct: 1-413-586-6043 FAX: 1-413-585-0502 www.liahondanorthampton.com

Honda North 382 Newbury Street Danvers, MA 01923 Toll Free: 800-882-9797 FAX: 978-774-9483 e-mail: eadams@iclautos.com www.hondanorth.com

Kelly Honda 540 Lynnway Rt. 1A Lynn, MA 01905 Parts Direct: 800-779-7466 FAX: 781-595-2898 e-mail: mpsomosjr@kellyauto.com

Honda of Enfield 20 Palomba Drive Enfield, CT 06082 Toll Free: 800-222-6632 FAX: 860-253-5419 www.liahondaofenfield.com

Schaller Honda 1 Veterans Drive New Britain, CT 06051 Toll Free: 800-382-4525 Direct: 860-826-2080 FAX: 860-826-2083 e-mail: jkiniry@schallerauto.com www.schallerauto.com

18 January 2019

New England Automotive Report

Lundgren Honda of Auburn 525 Washington Street Auburn, MA 01501 Toll Free: 800-777-2044 FAX: 508-721-0872 e-mail:pmccarthy@lhonda.com www.lhonda.com

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New England Automotive Report

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[LOCAL] NEWS

Monty Tech Grad to Hit Russia for WorldSkills There are many incredibly talented auto body students in the Commonwealth, but few have the determination and desire necessary to earn them a trip to Kazan, Russia.

In August, former Montachusett Regional Vocational Technical School (“Monty Tech”) student David “D.J.” Fors will travel to that faraway place to represent his state at WorldSkills. This veteran SkillsUSA competitor earned his spot in the prestigious event after winning a special qualifying competition in Kentucky.

Fors’ latest achievement is the result of a passion for automotive repair that began when he was only eight years old.

By the time he was 10, he was already working on restoring a ’68 Mustang.

“I’ve always kind of been involved in the automotive industry,” he says. “I

definitely wanted to go to a trade school so I could get the best of both worlds – an academic and vocational education – so I would give myself options when I graduated.”

Fors currently works at Aldrich Auto Body & Repair in Fitchburg, the shop he was first introduced to through Monty Tech’s student co-op program. He intends to stay there while he pursues a Criminal Justice degree from Fitchburg State University.

“I’m just keeping my options open going forward.”

In the months to come, Fors will be utilizing Monty Tech’s collision repair shop to prepare for the event. He also plans to train at the Car-O-Liner facility in Mansfield and travel to Wisconsin to work alongside industry expert Jerry

David Fors is getting ready for an international adventure (Photo courtesy of SkillsUSA.)

Goodson to ensure that he is ready to win when his plane lands in Russia.

Naturally, Fors’ three past teachers at Monty Tech are thrilled to see him achieve such a high level of success.

“Massachusetts should be very proud of themselves, because both candidates continued on page 50

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New England Automotive Report

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New England Automotive Report January 2019 23

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[LOCAL] NEWS

ADALB Addresses Shop/Vendor Conflicts

The ADALB during their December meeting in Palmer

At their December 5 meeting at Pathfinder Regional Vocational Technical High School in Palmer, the Auto Damage Appraiser Licensing Board (ADALB) started a conversation about whether an insurer has the right to “force� a customer or repair shop to use the supplier they prescribe when doing an appraisal. It was brought to their attention by Board member Lyle Pare, but the conversation ended with a discussion of a passage in CMR 211 133.04:

costs of restoring the parts to usable condition. If both parties agree that a specified part is unfit and must be replaced, the insurer shall be responsible for replacement costs such as freight and handling unless the repair shop is responsible for the part(s) being unfit or unless the insurer and repairer otherwise agree. As to such costs, nothing in 211 CMR 133.00 shall preclude an insurer from exercising any available rights of recovery against the supplier.

When an insurance company specifies the use of used, rebuilt or aftermarket parts, the source and specific part(s) must be indicated on the appraisal. If the repairer uses the source and specified part(s) indicated on the appraisal and these parts are later determined by both parties to be unfit for use in the repair, the insurance company shall be responsible for the

Have you been unable to buy or return parts from vendors listed on appraisals in order to follow the regulation above? If so, contact Executive Director Lucky Papageorg at (617) 574-0741. We need your input.

Complete coverage of the December ADALB meeting is available in the Members Only section of aaspma.org.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

24 January 2019

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New England Automotive Report January 2019 25

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[NATIONAL] NEWS

MA Schools

Win Big at CREF Awards

At its annual reception during the 2018 SEMA Show in Las Vegas, the Collision Repair Education Foundation (CREF) announced more than $500,000 in Ultimate Collision Education Makeover school grants supported by donations from industry companies and local I-CAR committee fundraising activities.

These grants will go to help improve 173 schools in 37 states with over 6,700 students enrolled in collision repair training programs.

“Collision repair training programs are facing tremendous budgetary pressure. It is difficult for many to maintain their program at current capabilities, much less invest in increasing

their abilities to satisfy the industry’s current and future workforce needs,” said Melissa Marscin, director of operations/administration for the Foundation. “The Makeover grant program is designed to help collision schools get the muchneeded tools, equipment and supplies they couldn’t get otherwise and increase their capabilities. For the third year in a row, every school that applied received some level of support through both grants and in-kind donations.”

The following Massachusetts schools won big at this year’s ceremony: $5,000 Liberty Mutual Grants Assabet Valley Regional Technical High School (Marlborough) Bay Path Regional Vocational Technical High School (Charlton) Montachusett Regional Vocational Technical High School (Fitchburg) Southeastern Regional Vocational Technical High School (South Easton) $1,000 Collision Repair Education Awards Essex Technical High School (Hathorne) Greater Lawrence Technical High School (Andover) Pathfinder Regional Vocational Technical High School (Palmer) Founded in 1991, CREF is a not-for-profit organization dedicated to supporting collision repair educational programs, schools and students to create qualified, entry-level employees and connect them with an array of career opportunities.

Information on how to donate to programs supported by the Foundation is available at collisioneducationfoundation.org.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

26 January 2019

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New England Automotive Report

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[VENDOR] SPOTLIGHT

Raising the Parts Bar: Tasca Automotive Group Leads the Way There are a number of great wholesale parts operations in New England, but how many cover 13 automobile lines and deliver to five states?

One of the strongest and most extensive automotive enterprises in the region, Tasca currently boasts three Ford locations (Cranston, RI; Seekonk, MA; and Berlin, CT), two locations for Dodge-Chrysler-Jeep-Ram-Fiat (Johnston, RI and Westerly, RI), two dealerships for Mazda (Seekonk, MA and Cranston, RI) and spots for Buick/GMC and Chevrolet (Woonsocket, RI), Kia (Johnston, RI) and Volvo (Cranston, RI).

The chain’s wholesale parts inventory currently stands at $9.5 million, with $6.5 million of that housed in a 65,000-square-foot offsite warehouse in Cranston. The wholesale operation follows the Tasca Family Committment: “You WILL Be Satisfied.”

Offering next-day delivery for all orders placed by 5pm, Tasca has two dozen dedicated delivery trucks serving Rhode Island, Connecticut, Massachusetts, New Hampshire and the boroughs of New York. Online parts-ordering solutions include CollisionLink, RepairLink, CCC-One, ProParts.net, WHI/Nexpart and Ford PSN (Professional Service Network).

Last July, Tasca entered an exciting new era by enlisting industry veteran and longtime AASP/MA supporter Don Cushing to serve as wholesale sales manager. He is thrilled to be working with Vice President Bob Tasca III and the rest of the Tasca Automotive Group team.

“Although I’ve been in the business for over 45 years, I still relished the challenge of a new opportunity. ‘B3,’ as we call him, would tell me what a tough decision this would be, but he promised me that it would be the best move I ever made. I wasn’t ready to ‘turn the light off’ at this point in my career. While it’s been a short amount of time, I certainly made the right decision. I thank Bob for his belief in me. The opportunity for growth here with the Tasca family is endless.”

That family includes Collision Sales Manager Cynthia Robinson, who has been with the organization for five years.

Teresa Gervais, Tasca’s mechanical sales manager, has five years with the team under her belt. Fourteen-year Tasca veteran Matt Dailey manages the parts warehouse, while Jason Kelley (who has been there three years) serves as wholesale dispatcher.

Operations Manager Domenic St. Angelo has been a team member

From left: Domenic St. Angelo, Jason Kelley and Matt Dailey

Left to right: Steve Barbato (a.k.a. “Stevie B.”), Cynthia Robinson and Don Cushing for 17 years, while Customer Satisfaction/Hot Shot Manager Mike Saroka started his 16-year career at Tasca as the first outside salesperson for Massachusetts, New Hampshire and Rhode Island.

At the time of this writing, Tasca was in the process of hiring six new warehouse parts personnel, two more route drivers and two more wholesale parts advisors.

Cushing is quick to credit Wholesale Manager Steve Barbato, a.k.a. “Stevie B.,” for his major contributions to Tasca’s reputation in the parts market.

“Stevie is a big part of our business. This man is relentless in the pursuit of customer sales – answering phones, answering text messages, answering e-mails and doing an outstanding job! He sets sales records month after month. He will go to extremes to make sure a customer is happy. This is not to take away from anyone in our call center, as they all do an amazing job as well.”

Away from the business, Bob Tasca III has earned a reputation as a competitive race car driver. Last July, he raced his 11,000horsepower PPG Ford Shelby Mustang during the NHRA New England Nationals at the New England Dragway in Epping, NH. His enthusiasm for the sport adds a spirit of fun to his company’s work environment.

“It’s always been, ‘Race on Sunday, sell on Monday,” Cushing says.

While Tasca has built a flawless reputation for customer service, the parts operation’s contributions to the collision repair industry don’t end there. In addition to the company serving as a Gold Sponsor in AASP/MA’s Vendor Affinity Program, Cushing and Robinson regularly attend the association’s chapter meetings and events.

“Our role with AASP/MA is two-fold,” Cushing explains.

“Obviously, as a sponsor, we look to member shops to buy their parts from us since we support their organization as well as their industry. Secondly, we, as a team, are always at the forefront in learning what is current in the automotive industry and try to share that knowledge with individual shops that may not be able to attend the meetings on a regular basis. So, I guess you could say that we are the ‘roving reporters’ carrying the message to shops.

Has being a member impacted our business? Indeed, it has, and it continued on page 47

30 January 2019

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[INDUSTRY] ADVICE

ASK MIKE

How Can Shops Better Attract New Technicians?

This month, we “ASK MIKE” to discuss how shops can better attract and retain new technicians. We at New England Automotive Report hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

New England Automotive Report: Obviously, a lot of shops out there have a hard time finding and retaining new technicians. Finding success in this arena typically begins at the vocational school level. Based on your experiences as a former shop owner, how can repair facilities work to better connect with students before they graduate to bring them into the industry?

Mike Anderson: There’s a saying: ‘Don’t steal fish from another man’s pond.’ It was never my goal to try to recruit employees who worked at other facilities. That’s not to say that I didn’t have people working for

me who had previously worked somewhere else, but I didn’t reach out and try to recruit people from another shop. I didn’t believe in that. When I first purchased Wagonwork from my dad in May 2000, my goal was to grow our staff. I did that in a variety of ways. The first way was through what is now called SkillsUSA. Because I was fortunate enough to live in the DC/Maryland/ Virginia area, there were multiple vocational school programs at that time. I got involved in the Advisory Boards at each of the schools that were in my local area. At one time, I was on seven or eight different high school Advisory Boards.

The first thing I did when I joined those Boards was sit down with the instructors and ask, ‘What do you need from me?’ I found out that a lot of the programs had restricted budgets. I started working with them in getting the materials, tools and equipment they needed to modernize. The second thing I did was offer up one of my employees as a monthly guest speaker to inform students about the different positions and opportunities in the collision repair industry. I also put together a curriculum for students so they could prepare for their SkillsUSA competitions. I gave that curriculum to the schools and said, ‘These are the things that the students really need to have in order to be successful. If they don’t have these things, let us know and we’ll supply that for the contest.’

We would go to the schools and conduct contests for the students. My

employees would serve as judges. At the end of each contest, we’d say to the students, ‘Okay, here’s how you should have done this. Here’s what you could have done to be more efficient or more quality-oriented.’ This led to us conducting the SkillsUSA contests for Virginia and Maryland. We did those for many years.

We would host those contests at our shops so that the students were all using the same welder, tools and equipment. We partnered with our vendors and equipment distributors to help us host these full-day events. While my employees conducted the contest, I talked with the parents about debunking some of the myths in the industry. During the years we hosted the contest, I don’t think we ever had anyone from Maryland or Virginia place less than fifth for Nationals. The students we worked with always did extremely well.

Our work with SkillsUSA also came with a side benefit in that we got to see how the students worked. It was almost like an NFL draft day. Also, the students got to see our shop, and we often had Porsche, Mercedes-Benz and Audi vehicles there. It helped us to recruit a lot of employees.

That wasn’t our intended goal, but it was another nice benefit. Towards the end of my career as a shop owner, I had 63 employees. Most of them were in their twenties and thirties, and more than 50 of them came from SkillsUSA. During the summers, we would take on a lot of students through an area apprenticeship program. At the time, GEICO would pay up to $3 an hour, up to a 40-hour week, for a one-year period to help encourage shops to hire apprentices. I managed that apprenticeship program for WMABA, and we would place the students in other shops. GEICO was a great supporter back then. In addition to working with vocational schools, we would also connect with colleges and work with students on the post-secondary level.

Another thing we did to recruit employees was work with the Association for International Practical Training [AIPT].

We brought people in through J-1 work visas from Denmark, Germany, France and England. A J-1 visa allows people to come and experience the American way and work here legally for 18 months. We made continued on page 47

32 January 2019

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[COVER] STORY By Alana Bonillo

A new year. A new beginning.

AASP/MA planted many seeds in 2018 with the return of regional chapter meetings. The resulting blooms have now set the tone for 2019. The association is anticipating its best year yet as it continues to grow its membership and outreach to consumers.

This renewed sense of excitement was felt when AASP/MA recently held its first Southeast Chapter meeting in years. Not surprisingly, the event (held at South Shore Vocational Technical School in Hanover) drew a full house.

“We really finished [2018] on an upswing,” explains AASP/MA Executive Director Evangelos “Lucky” Papageorg.

“It was great to see a lot of the older faces from chapter meetings back in the day and great to see a lot of the younger faces. Whether they were employees or children of the owners present, [they were] taking in the information, asking a lot of great questions and making great comments.”

Working together as a group is also an opportunity to

work with the surrounding community. In the Southeast region, for example, shop owners have an opportunity to give back to their industry by providing South Shore Vocational Regional School with input as they seek to launch an auto body program for adults.

Paul Bello, director of career and community development at the school, was on hand to share its goals for the program while seeking input from the shop owners present. “[AASP/MA] has been more than generous helping us develop a program for those looking for a career in auto body down the road,” Bello says.

AASP/MA Board members are pleased to report that the feedback they’ve received from meeting attendees has been tremendous.

“There is value in us getting together and talking,” says AASP/MA Collision Director Rob DelGallo (Factory Collision Inc., Weymouth), who stressed the importance of these

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AASP/MA Executive Director Lucky Papageorg presenting at the most recent MidState Chapter meeting in Marlborough.

AASP/MA recently held its first Southeast Chapter meeting in years.

chapter meetings moving forward. AASP/MA Vice President Kevin Gallerani (Cape Auto, Plymouth) shared similar sentiments.

“We had a great meeting. There was some great conversation, and it was good to see so many people fired up. Enthusiasm was very high.” The secondgeneration family business owner said it was great to see such a large gathering after years of not having chapter meetings in the Southeast area.

Although he has attended various meetings and training sessions all over the country, Gallerani has found that he gets the most out of sitting in a room with other like-minded shop owners in his home state.

“The chapter meetings are very important to the association. One can take a lot away from these meetings just by talking to your peers.”

Of course, education is just as important as socializing in the revamped chapter structure – a point Papageorg made clear at the most recent MidState Chapter meeting at Assabet Valley Regional Technical High School in Marlborough.

“We want to make everyone educated by giving our members an easy route to get to that information.”

Each chapter meeting held at the time of this writing has included a training component - an introduction to Estimate Scrubber, an online tool used to generate more effective appraisals that simultaneously can be used to train employees. All attendees were offered a free two-month trial, which many have taken advantage of. Papageorg also pointed members to resources like Collision Advice’s “Who Pays for What?” surveys, which he encourages everyone to participate in as a tool that should be utilized to help better one’s business.

“This is an education for all of us, and that is why I want to see more people in these rooms,” the executive director said in Marlborough. “I want more and more people to go out to other members and tell them [about these tools] and use them...It will help strengthen us as an industry.”

Bringing members together under one roof has also helped the association garner feedback that can be used to bring further value to the membership.

AASP/MA’s new-and-improved website, which will be rolled out at the start of the year, features a content-rich, members-only-portal with hundreds of pages of resources, including Massachusetts General Laws, Code of Massachusetts Regulations, OEM position statements repair requirements and more. An updated search engine will allow members to search within the documents, which will be available in PDF format. Papageorg is confident this will provide end-users with unprecedented access to critical information.

“The website is going to be a great tool. I can’t stress enough how much I am looking forward to having it 100 percent completely up and running.

It’s not going to be stagnant; it’s going to be continuously in development. One of the ways to do that is to get input from the membership from meetings like this.”

Webmaster Bill Enross of cPrax Internet Marketing gave members an overview of what they can expect from the new site, as much of the content and features will be based on member feedback. Members will initially receive a universal password when the new site is ready to be explored.

They will be encouraged to visit the site and come forward with feedback that can be used towards further enhancements.

“We want feedback on things you see you that you like, things you don’t like, whatever you feel is missing and if you see things you think are no longer relevant,” Enross said.

AASP/MA expresses its gratitude to Tiny & Sons Auto Glass for sponsoring the Southeast Chapter meeting and Don Kennett, Inc. for sponsoring the MidState Chapter meeting.

For information on upcoming chapter meetings and other AASP/MA, visit aaspma.org.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

New England Automotive Report January 2019 35

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[LEGAL] PERSPECTIVE by James A. Castleman, Esq.

Dissolving the Garagekeeper’s Lien I have avoided writing about this topic for many years because I did not want to give insurance companies information they could use to their advantage against collision repair shops. But based on what is being reported to me, enough insurers and their attorneys have finally discovered for themselves the way to defeat garagekeeper’s liens. So, I want to explain to repair shops how the process works to give them some ammunition to be able to fight back.

The Nature of the Garagekeeper’s Lien The garagekeeper’s lien is one of the most powerful tools that a collision repair shop has to guarantee they are going to get paid for their repair work and ancillary services. The governing Massachusetts statute says that “persons engaged in performing work upon or in connection with the inspection, reconditioning and repairing of motor vehicles shall have a lien upon such motor vehicles for proper charges due to them for the storage, work and care of the same.” This means that if a repair shop makes repairs to a vehicle, stores it or performs other types of work on it (e.g., tearing it down, even if not repairing it), or if it otherwise cares for a vehicle (e.g., wrapping it to prevent rain damage), then the shop has a lien on the vehicle for its charges so long as those charges are “proper.” As determined by Massachusetts case law, the shop’s lien is “possessory” in nature, meaning that a repair shop can keep the vehicle until it receives payment.

Further, under another statute, a repair shop’s garagekeeper’s lien is superior to a lender’s security interest in the vehicle, i.e., a repair shop is entitled to get paid ahead of the car owner’s finance company.

If a shop does not receive payment of its charges, then it can follow the statutory enforcement procedure and bring a court action to have the vehicle sold to satisfy its lien. If it does so, then the shop is also entitled to its costs for bringing the court action. But in reality, the car almost always ends up being worth less than the shop’s charges anyway.

Insurers and the Garagekeeper’s Lien In my experience, most auto insurers dislike the garagekeeper’s lien because it often gives a repair shop an upper hand when negotiating some elements of the cost of repair. As an example, a shop may have had additional costs for a repair for which the shop needs a supplement. While the amount of the supplement is being negotiated, the shop keeps the car, the insured is still in a rental the insurer is paying for and storage charges may be accruing.

The lien appears to be particularly distasteful to insurers when a car is totaled and there is a dispute between the insurer and the repair shop as to the proper charges for storage. The problem that the insurer runs into is that storage charges continue to accrue while negotiations go on. Until the insurer comes to an agreement with the shop as to how much it is going to have to pay to be able to retrieve the vehicle from the shop, the storage charges keep getting higher and higher. As a result, the insurer may feel pressured into paying more than it may think is justified in order to stop the bleeding.

Sometimes an insurer will pay whatever the repair shop is demanding, just to get possession of the vehicle, and then will sue the shop for what it considers to be the overpayment amount. But that costs the insurer money, and there is a real question as to whether it is worth paying legal fees that are likely to greatly exceed the perceived overpayment. Also, the insurer could actually lose the lawsuit.

Dissolving the Lien It turns out that there is another potential avenue of relief for insurers that want to be able to obtain release if they feel a vehicle is being held hostage by a repair shop under a garagekeeper’s lien. While rarely used in the past, insurers have come to realize that they may be able to dissolve a shop’s lien by using the statutory procedure of posting a payment bond to obtain possession of a vehicle and to simultaneously stop the storage charges. While an insurer may have to go to court to do so, using this procedure gets the car released without having to make payment to the shop.

This procedure often seems unfair to the repair shop.

After all, the shop loses its leverage and is left sitting without getting paid and without a car in its possession. It also puts the shop at a tremendous disadvantage, as it now has to look to sue the insurer in order to get paid.

In order to understand why such a procedure exists, however, it must be understood why the garagekeeper’s lien statute was enacted in the first place. The statute was not enacted to give a repair shop an upper hand when dealing

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with insurers; it was enacted to give a repair shop security for getting paid for the work it performs and the services it provides. That is, the purpose was to make sure that there is a source of payment available to a shop that guarantees it will eventually get paid for its proper charges. A bond - a monetary guarantee by a licensed bonding company with sufficient assets - provides that security. There may be a dispute as to what constitutes a shop’s “proper” charges that needs to be resolved by a lawsuit. But at the end of the day, there is a guarantee that a shop that obtains a judgment will actually get paid.

It also should be recognized that the garagekeeper’s lien statute was enacted to protect repair shops from individual customers who do not pay, not from insurers who dispute a shop’s charges. It would be a much greater burden for an individual to be able to obtain a bond in order to get their car released than it would be for an insurer with significant financial resources to do so. Further, individuals usually do not have lawyers on retainer who they are willing to pay to bring a court action to get their car. In order to invoke the lien dissolution procedure, an individual car owner probably would have to be much more motivated than an auto insurer that is having a relatively minor dispute regarding a repair shop’s charges.

What is the Dissolution Procedure?

As with many other statutes, the wording of the sections of the law that set out the lien dissolution procedure are less than clear. There are also several different sections of the statute, covering different circumstances – in particular: when the lienholder (i.e., the repair shop) has initiated court proceedings for the sale of the car; when the party seeking to dissolve the lien (for our purposes, the insurer) has initiated a “replevin” suit to seek to obtain possession of the vehicle; when the car is sitting on the shop’s premises without suit having been commenced; and when the parties can come to an agreement as to the fair market value of the car.

In all cases, however, essentially the procedure involves first making a determination of the value of the vehicle. The statutes recognize that the parties may be able to make this determination among themselves. If they cannot, then a judge in a court proceeding is to make the determination. Once the value is established, the party seeking possession must post a bond that is sufficient to cover the value of the vehicle and the costs of the lienholder if that lienholder prevails in the underlying lawsuit. Once the bond is posted and delivered to the lienholder, that lienholder is required to give up possession.

What Can a Repair Shop Do to Try to Protect Itself?

First and foremost, the repair shop should make sure that it has a good handle on the true value of the vehicle it is holding and its potential costs if it has to litigate the legitimacy of its charges. Even if a shop is inclined to accept a bond and release a vehicle without having either party go to court, it should make sure the bond it is requiring is sufficient to cover all of its charges and costs. Further, while bond premiums tend to be quite affordable for insurers, putting an insurer in the position 40 January 2019

New England Automotive Report

of potentially having to pay a higher bond premium may put the insurer at a slightly less advantageous bargaining point.

Second, a repair shop should consider asking an insurer to immediately pay the shop an amount equal to at least what the insurer agrees are the shop’s proper charges as a condition for agreeing to the amount of the bond. If a court action is being brought (whether as part of the shop enforcing its lien or as a replevin action by the insurer to obtain possession of the vehicle), and if the insurer refuses to voluntarily pay what it agrees it owes, then the shop should consider asking the judge to order the insurer to pay that amount to the shop as a condition of approving the bond.

However, there is a strategic caveat to consider when asking the insurer to pay what it agrees it owes as a condition of the bond. That is, if a shop may have a potential claim for multiple damages (such as under Massachusetts General Laws, Chapter 93A, the Consumer Protection Act), then the shop actually may have more leverage in negotiating the claim with the insurer if it does not get paid anything than if it gets paid what the insurer agrees it owes. That is because the insurer will be looking at potentially paying three times the whole of the shop’s charges, not just three times the unpaid balance. This is a decision a shop needs to consult with its attorney in order to decide - and a shop is going to need to have an attorney represent it in these matters.

Third, if an insurer is threatening to bring a replevin suit to try to obtain possession of a vehicle, a shop should consider trying to get the upper hand by starting a suit for sale of the car before the insurer files its complaint with the court. Quite frankly, I have never seen this done, since the timing would be extremely difficult. But in the right circumstances, it is something to consider.

Finally, if the vehicle against which the lien is claimed is a total loss (or, even better, close to a total loss), and if a repair shop thinks that the car has value, then the shop may want to try negotiating the purchase of the vehicle from the insurer.

This decision must be made on an individual case basis, considering the value of the vehicle in its then-current condition, the value if repaired, the cost of repair, the amount of the shop’s charges and the cost of fighting with the insurer over the shop’s charges. In the right situation, however, this resolution may benefit both the repair shop and the insurer, reducing legal fees and other charges for both parties and possibly maximizing the funds in their pockets.

Conclusion The garagekeeper’s lien is a powerful tool for repair shops, giving them a significant advantage for making sure they get paid for their work and services. But there are limits on the lien, and insurers are becoming quite aware of ways to defeat it.

However, there are at least some weapons available to repair shops in order to attempt to fend off insurers’ attempts to dissolve their liens, and repair shops should know what they are and how to use them.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

Attorney James Castleman is a managing member of Paster, Rice & Castleman, LLC in Quincy, MA. He can be reached at (617) 472-3424 or at jcastleman@prclawoffice.com.

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GENUINE NISSAN PARTS

MAKE ALL THE DIFFERENCE.

Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs. So keep it original, and keep it real with Genuine Nissan Parts.

Contact these Nissan dealers for all your parts needs: Mastria Nissan 1305 New State Highway Raynham, MA 02767 Direct Toll Free: 800-248-2458 Direct Fax: 508-802-6118 E-mail: parts@mastrianissan.com Web: www.mastria.com

Kelly Nissan of Lynnfield 275 Broadway (Route 1) Lynnfield, MA 01940 Toll Free: 1-800-698-9280 Fax: 781-598-8026 E-mail: BSherman@Kellyauto.com

Kelly Nissan of Woburn 95 Cedar Street Woburn, MA 01801 Phone: 781-835-3510 Fax: 781-835-3580 E-mail: mbosma@kellyauto.com www.kellyauto.com

New England Automotive Report January 2019 41

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Make Quality Your Goal.

REPAIR WITH KIA GENUINE PARTS. Your reputation depends on repairs done right - the first time. Kia Genuine Parts are manufactured to the same exacting standards as original equipment. Don't take chances by using aftermarket parts. Are you willing to risk your reputation and customer satisfaction? A happy customer is your best advertisement.

Protect your customer, protect your business Insist on Kia Genuine Parts.

Contact the following Kia dealers for assistance and delivery of your Kia Genuine Parts.

Bald Hill Kia 1021 Bald Hill Road Warwick, RI 02886 Parts Direct: (800) 822-3015 www.baldhillkia.com

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New England Automotive Report

Gary Rome Kia 809 Enfield Street Enfield, CT 06082 Parts Direct: (888) 349-3995 Fax: (860) 265-2674 www.garyromekia.com

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New England Automotive Report January 2019 43

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[OEM CERTIFICATION] PROFILE: Subaru of America, Inc.

NEAR: In terms of capacity, does Subaru have a cap in mind, or is it a matter of adding as many qualifying shops as possible?

John Lancaster of Subaru of America, Inc. This month, we sit down with John Lancaster, national wholesale parts manager for Subaru of America, Inc., to discuss the automaker’s new auto body certification program. Similar conversations with other automaker certification program representatives will be featured in future issues of New England Automotive Report.

New England Automotive Report: What are some of the primary goals of Subaru’s new collision repair certification program?

John Lancaster: The ultimate goal is to ensure safe and proper repairs. We also want our owners to have an equally positive experience when it comes to every interaction with our brand. One of the ways Subaru plans to better serve vehicle owners is to make sure that, at the time of an accident, they get treated the same way they would throughout any Subaru experience – with respect and integrity. Also, we want to ensure the collision centers that are doing the right thing for Subaru owners receive appropriate recognition.

JL: Right now, we have lots of ground to cover. We aren’t capping enrollments at this time, but we are carefully monitoring certified collision centers’ placements to ensure markets are being addressed; however, we aren’t putting too many locations in any one area. We are being mindful of both the collision centers’ business needs and our customers’ needs.

NEAR: What are some of the general equipment and training requirements that a shop must meet in order to be accepted into the new program?

JL: As much as possible, our tool requirements are specification-based rather than a particular tool or brand.

This was done to simplify the enrollment process for collision centers that already have equipment that meets our needs. As for training requirements, collision centers must have and maintain I-CAR Gold status. Each I-CAR-certified technician is not allowed to hold more than two role rep positions. We’re also supporting the I-CAR In-Shop Knowledge Assessment for those collision centers that would like to fasttrack their I-CAR training.

NEAR: When a shop becomes certified, what checks and balances are in place to ensure that the facility maintains the standards that led to them being certified in the first place?

JL: During onboarding, the collision repair team is coached on processes and

best practices. This helps the team continue these methods throughout the year. An annual audit will measure the quality of work and ensure equipment is being properly maintained. Subaru of America will also be measuring KPIs. Drop-in audits may be a future effort to ensure continuing success.

Included in the enrollment fee is an annual subscription to AutoWatch.

Within AutoWatch, certified collision centers will be required to attach their vehicle pre- and post-[repair] scans as well as applicable repair procedures for each Subaru they work on. We’ll be able to audit and check for these items remotely.

NEAR: What kind of time and monetary investment is needed to join the certified program?

JL: There is a $3,200 annual fee that covers the one-year subscription to the AutoWatch web portal where a facility uploads its documents. An annual quality repair production audit is also included, as is access to Subaru Technical Information System (STIS), which includes all of our repair procedures and published technical information.

Included in the cost of the program, Subaru will also manage a facility’s KPIs, such as cycle time. If a shop is struggling in any area, we’ll work closely with employees to help them improve. continued on page 47

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Get it right from the source.

Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs.

When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.

Contact these Ford or Lincoln Mercury dealers for all your parts needs: Imperial Ford 6 Uxbridge Road Mendon, MA 01756 Toll Free Parts: 877-272-0332 Toll Free Fax: 877-800-6316 E-mail: johnl@imperialcars.com First Time Customers call John

Sarat Ford Lincoln Mercury 245 Springfield Street Agawam, MA 01001 413-786-0430 Fax: 413-789-3715 www.saratford.com

Sentry Ford Lincoln 4100 Mystic Valley Parkway Medford, MA 02155 Parts: 617-506-6309 Fax: 781-874-9934 E-mail: pnewell@sentryautogroup.com

© 2018, Ford Motor Company New England Automotive Report January 2019 45

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Genuine Replacement Parts For the Road Ahead.

Avoid problems down the road that will cost you time, money and customers. Choose Genuine Subaru Replacement Parts, engineered to fit better today, and perform better tomorrow.

For Genuine Subaru Body Parts, contact an Authorized Subaru Dealer.

Long Subaru 7 Sutton Rd., Webster, MA 01570 800-982-2298 Fax: 508-879-1212 tschube@longauto.com 46 January 2019

New England Automotive Report

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[INDUSTRY] ADVICE: ASK MIKE continued from page 32 sure we furnished them with a place to live and paid them a fair wage. We had six or seven employees who came over from Europe. All but two of them just loved America, and they actually applied for a permanent green card and ended up working for us.

We also tapped into the military.

Because I had been in the military, I knew a lot of those people were looking to find a career afterwards. Every military branch has a website where you can look at the résumés of military people as well as post ‘help wanted’ ads. When we developed our website, we created a ‘careers’ section. I find that most shop websites don’t have a place where people can go to apply for jobs. We also developed a recruitment brochure.

Unfortunately, a lot of people want to hire those who are already trained. While that is an easy, short-term solution, I found it was better to suffer through the pain for the first year or so and give inexperienced people an opportunity. Once you are a year or 18 months into it, you have a fresh pipeline of people coming in.

Above all, I want to recognize my employees who were willing to take on apprentices and train them. I may have found and recruited those apprentices, but my employees were the ones who helped these recruits thrive.

[VENDOR] SPOTLIGHT

Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists.

Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series.

He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).

continued from page 30

continues to do so. [Executive Director] Lucky Papageorg has been doing an outstanding job in getting the vendor message out to member shops: ‘Support Those Who Support You!’ We appreciate any recognition that we get from AASP/MA so we can continue our growth.”

As Tasca carries on through what is sure to be a highly successful 2019, Cushing is confident that his wholesale parts operation will continue to have what it takes to stand above the competition.

“Every day is a challenge. There are many good vendors out there all looking for the same thing: Sales! Our only way to stay ahead of them is service, service, service! Anyone can try and out-discount their competition. That’s a dangerous game that no one ever wins. But if you can out-service your competition, potentially saving them a day or two on a rental or making that vehicle get delivered on time to their customer who was promised a certain time, then you win!”

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

For more information, please contact Don Cushing at (401) 578-6945, Cynthia Robinson at (401) 641-0894 or Teresa Gervais at (401) 640-1568.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

[OEM CERTIFICATION] PROFILE: Subaru of America, Inc. continued from page 44 All participants will receive an initial welcome kit, a certification plaque, an indoor/outdoor banner, window clings, estimate sleeves and access to profit boosters and a website with downloadable marketing materials, such as flyers and email/digital materials and logos. Collision centers will also be featured on our Subaru Certified Collision Center locater, which will be on subaru.com.

One additional requirement Subaru has for this initiative is that certified collision centers must donate time annually to a local 501(c)3 non-profit of their choosing. This aligns with the Subaru Love Promise [subaru.com/love-promise], which is a major part of Subaru’s core goals and vision that shows love and respect to all people with every interaction with Subaru. This is something we ask of all Subaru retailers as well as Subaru employees.

NEAR: What is Subaru’s position in terms of parts restrictions in the certification process?

JL: At this time, we will not be instituting any parts restrictions, as we do not currently use any special materials, such as aluminum framing. This is something we will reevaluate as our network grows.

NEAR: Where is the best place for shops to go if they are interested in learning more about the Subaru program?

JL: We are welcoming all collision centers to join our network.

If shops are interested, please email info@subarucertified collision.com and we will get them on the waiting list.

Enrollment formally opened to independents on January 1, 2019.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

NEAR: How often do you require re-training?

MASSACHUSETTS

JL: All Subaru Certified Collision Centers must maintain I-CAR Gold status at all times.

New England Automotive Report January 2019 47

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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138

Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841

e-mail: parts@alexandriavw.com

e-mail: parts@fitzmall.com www.fitzparts.com

Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081

King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398 e-mail: parts@vwking.com www.vwking.com

Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589 e-mail: vwwholesale@ourisman.co

48 January 2019

New England Automotive Report

Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264

Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488

www.fitzmall.com

e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com

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Audi dealers strive to make you an Audi Genuine Parts fan •

Audi Parts professionals are your subject matter experts on collision parts, replacement components and mechanical items.

•

Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.

•

Installing Audi Genuine Parts contributes toward improved cycle time that helps make both your customer and their insurance company happier.

•

Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers.

No other supplier comes close.

Helping you do business is our business. Order Audi Genuine Parts from these select dealers.

Audi Natick 549 Worcester Street Natick, MA 01760 www.bernardiaudi.com 800.247.3033 Fax: 508.651.6841

IRA Audi 105 Andover Street Danvers, MA 01923 800.774.8411 Parts Direct: 978.605.2182 email: pwalke@iramotorgroup.com www.iraaudi.com

Mattie Audi 80 William S. Canning Blvd.

Fall River, MA 02721 800.678.0914 Fax: 508.730.1283 www.mattieaudi.com

Hoffman Audi 700 Connecticut Blvd East Hartford, CT 06108 860.282.0191 Fax: 860.290.6355 www.hoffmanauto.com

New England Automotive Report January 2019 49

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[LOCAL] NEWS continued from page 22

who went to compete [for a spot at] the WorldSkills level for collision repair were from this state,” shares Michael Forhan. “That speaks volumes about the quality of student that Massachusetts is putting out in the industry.”

“When he was 11 years old, I knew [Fors] would be the technician he is now,” comments Peter Gallant.

“He had drive above everyone else,” adds David Lelievre. “He was really driven to do well. He picks things up quickly, but he also retains them – and that’s huge. D.J. is a special kid, and I know he’s going to keep that drive throughout his career and do very well.”

Readers can follow Fors’ journey via worldskillsusa.org or #RoadtoKazan on Twitter.

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Imperial Ford..........................................45 Ira Subaru ..............................................13 Ira Toyota of Danvers ..............................12 Kelly Automotive Group ........................IBC

ADVERTISERS’ INDEX

Kia Group ..............................................42 Linder’s, Inc. ........................................50 Long Automotive Group ............................9 Mazda Group ..........................................21

Accudraft Paint Booths ........................OBC

McGovern Chrysler Jeep Dodge Ram ..........11

Audi Group ............................................49

Mopar Group ..........................................25

Axalta Coating Systems ............................4

Nissan Group ..........................................41

BASF ......................................................19

Pinnacle ..................................................7

Best Chevrolet/Best CDJR ......................IFC

PPG ........................................................3

BMW Group ..................................................14

Reliable Automotive Equipment................38

BMW/Mini of Warwick ............................29

Sarat Ford Lincoln ..................................22

Colonial Auto Group..................................6

Sentry Group..........................................43

Empire Auto Parts....................................15

Sherwin-Williams ..................................33

Enterprise ..............................................27

Spanesi ..................................................24

First Chrysler-Dodge-Jeep-Ram ..............27

Subaru Group ........................................46

First Ford ..............................................27

Tasca Group ............................................31

First Hyundai ..........................................27

Toyota Group..........................................36

Ford Group ............................................45

Volvo Group............................................23

Gary Rome Hyundai ................................37

VW Group ..............................................48

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

50 January 2019

New England Automotive Report

Gary Rome Kia ........................................37

Wellesley Toyota/Scion ............................26

Honda Group ..........................................18

Wheel Collision Center ............................15

Hyundai Group ......................................28

ZB Negotations........................................37

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