New England Automotive Report May 2015

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AUT M TIVE Serving The new englAnd ColliSion And MeChAniCAl repAir indUSTry MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

May 2015 U.S.A. $5.95

AN INDUSTRY WITHOUT BOUNDARIES:

INSIDE AASP/MA'S NATIONAL PARTICIPATION www.grecopublishing.com

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CONTENTS

May 2015 • Volume 13, No. 5

DEPARTMENTS VICE PRESIDENT’S MESSAGE 8 | The Board Works for You

by Adam Ioakim TRAINING OPPORTUNITIES 17 | I-CAR Calendar of Events LOCAL NEWS 18 | AASP/MA Members Sought for Environmental Compliance Project 22 | I-CAR Responds to Evolving Training Demands INSIDE AASP/MA by Jacquelyn Bauman 26 | Member Benefits: Cintas First Aid and Safety 27 | Meet the Board: Mike Penacho VENDOR SPOTLIGHT 30 | Twenty-Three Years of Success: Colonial Automotive Group

by Jacquelyn Bauman

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FEATURES COVER STORY 40 | AN INDUSTRY WITHOUT BOUNDARIES: INSIDE AASP/MA’S NATIONAL PARTICIPATION

by Joel Gausten

180 BIZ FEATURE 52 | TURNING AN ANGRY CUSTOMER INTO A RAVING FAN

by Rick White

EQUIPMENT AND TOOLING 45 | The More the Merrier: Power-Buying Groups for Aluminum Tools and Equipment

ALSO THIS ISSUE

by Jacquelyn Bauman

7 | CALENDAR OF EVENTS 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR

MARK MY WORDS

14 | AASP/MA SUSTAINING SPONSORS

49 | iATN to the Rescue

27 | MAY MEETING NOTICE

by Mark Giammalvo

37 | AASP/MA GOLF OUTING REGISTRATION 50 | AASP/MA MEMBERSHIP APPLICATION 54 | INDEX OF ADVERTISERS New England Automotive Report

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AUT M TIVE STAFF

May 2015 May 1 SkillsUSA State Leadership & Skills Conference Blackstone Valley Regional Vocational Technical High School 65 Pleasant St., Upton, MA For more information, contact Tom Ricci at (978) 562-5300 or bpcenter@yahoo.com.

May 12 AASP/MA Vocational Grant Ceremony & Vocational Roundtable Assabet Valley Vocational Technical High School, Marlborough, MA For more information, visit www.aaspma.org or see page 27.

PUBLISHER

ART DIRECTOR

Thomas Greco (thomas@grecopublishing.com)

Lea Velocci (lea@grecopublishing.com)

DIRECTOR OF SALES

MANAGING EDITOR

Alicia Figurelli (alicia@grecopublishing.com)

Jacquelyn Bauman (jacquelyn@grecopublishing.com)

EDITOR

PRODUCTION

Joel Gausten (tgpjoel@verizon.net)

Donna Greco (donna@grecopublishing.com)

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

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 © 2015 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com/IStock Photo.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE COMMITTEE PRESIDENT Molly Brodeur VICE PRESIDENT Adam Ioakim SECRETARY Gary Cloutier TREASURER Kevin Gallerani IMMEDIATE PAST PRESIDENT Paul Hendricks

AASP/MA STATEWIDE DIRECTORS COLLISION DIRECTOR Rick Starbard

AASP/MA CHAPTER DIRECTORS NORTHEAST CHAPTER DIRECTORS Alex Falzone Kevin Kyes SOUTHEAST CHAPTER DIRECTORS Michael Penacho Darlene Andrade MIDSTATE CHAPTER DIRECTORS Tom Ricci Ray Belsito WESTERN CHAPTER DIRECTOR Peter Langone

AASP/MA EXECUTIVE DIRECTOR

FOR A FULL LISTING OF UPCOMING AASP/MA EVENTS AND TRAINING OPPORTUNITIES, PLEASE VISIT WWW.AASPMA.ORG

Jillian M. Zywien 12 Post Office Square, 6th Floor • Boston, MA 02109 phone: (617) 574-0741 Fax: (617) 695-0173 Email: jzywien@aaspma.org

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VICE PRESIDENT’S MESSAGE

The BoArd worKS For yoU If you are not a member of AASP/MA right now, I’m not entirely sure how you’re getting by in this industry. There are so many things that the Board of Directors are currently working on to improve the day-to-day business of our membership, and hopefully the industry overall. For starters, if you are unaware, the CMR is potentially being rewritten. This is tremendously important for what binds us as appraisers, and the Board is at the forefront, ensuring that body shops are being heard. If we were not involved, the insurance companies would surely steamroll the conversation and take even more advantage of us than they are now. It’s the members who fund the resources necessary to combat these things. If we weren’t there to fight this battle, both members and non-members would be affected.

Another thing the Board is working on is keeping track of the bills in

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the State House, both filed on our behalf and filed by the insurance companies. The association has filed bills on aftermarket parts notices, protection for vehicle warranties to ensure they aren’t voided before they’re supposed to be, fixing how the ADALB functions to make it more functional and (the most discussed issue) the Labor Rate. Information on these bills can be found on the association website (aaspma.org).

We’re obviously not the only ones out there trying to use the legal system to our advantage. The insurance companies have also filed bills, which we as an association are studying extensively in order to craft testimony and combat them.

The Board is also working hard on training for our members. We’re currently in negotiations with I-CAR to try and get them more involved in the state to benefit our members. Ideally, we are trying to get free or at least discounted

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prices for training for association members. It’s so critical to what we do to be educated and properly informed on OEM guidelines so that the cars that come in to us get repaired correctly.

We’re also trying to organize classes for the second half of the year that will benefit our members, covering topics such as how to get paid for P-Pages and making sure that you are writing the most effective estimate possible.

Of course, we are always looking to save our members money, so we’re constantly negotiating new benefit programs for our membership. We have programs with Mitchell and Promotional Partners, Inc., as well as a new first aid and safety program with Cintas (see page 26 for more information).

These are some of our many ongoing initiatives, and we are consistently trying to find new ways to help you make the most of your business.

continued on pg. 54

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

Are yoU geTTing The MoST oUT oF yoUr MeMBerShip?

Dear Members, Do you fight for every dollar you earn? Do you struggle to get paid for services and procedures you provide?

Then why are you throwing away possibly thousands of dollars? We hear from members daily about their challenges to receive proper payment for repairs. What if there was some way for you and your business to save money on products and services you use daily? What if you didn’t have to fight to earn what you deserve? That’s what being an AASP/MA member is all about! Through our member benefit spotlights in this magazine, you have learned about many of the services and programs the association offers to our members. These programs have created REAL savings for many of our members, sometimes even paying for their dues!

AASP/MA has created a discounted dues program through Sarat Ford and 1-800 Radiator & AC purchases. Through your patronage of these vendors, you will receive credits that are applied directly to your dues.

A few of our members pay for their dues every year using those credits alone! If you are using another vendor in your area that would be interested in creating a similar program, call us today and we would be happy to speak about the perks of becoming an AASP/MA member benefit provider.

Our partners at Aflac have created a health program that is a direct benefit to your employees. Aflac offers a variety of customized programs that cover accidents, cancer, heart and stroke events and sicknesses, as well as general hospitalization, intensive care and short-term disability (including maternity). These programs average five dollars per week for individual coverage, and a bit more for family coverage. Since these plans can be pre-taxed, the effect on your paycheck is 25-to-30 percent less.

Please contact us to have an Aflac 10 May 2015

representative visit your shop at no cost to you.

Additionally, ASG/Intercontinental Insurance Solutions, a division of NFP, is a full-service insurance and consulting firm providing a variety of products for our members, including property and casualty insurance that includes property, general liability and worker’s compensation; executive risk including cyber, D&O, employment practices and cargo; alternative risk insurance products; employee benefits including consulting, healthcare, group life and disability; retirement services that includes 401K, IRA and SEP; and wealth management including wealth, estate planning, business continuation and key man insurance.

If you would like to have your current plans assessed, please contact the office and we will connect you with an ASG representative.

G&K Services provides discounted uniform products needs and services at exclusive pricing for our members. You will not receive these discounts unless you are a current, paid member of the association. If you are currently using another provider, I encourage you to schedule a meeting with G&K at NO cost to you to learn more about their program and how they are already saving members money. If your contract is up soon, please contact AASP/MA and we can send a representative to your shop within days!

Through AASP National, we provide member access to Mitchell International’s RepairCenter TechAdvisor.

Additional offers and programs are released in our monthly newsletters and magazines. Scott Gonnello, who has spoken at previous Statewide meetings, created a unique program for our members to offer website design services, which include search engine optimization – which enhances your company’s listings on Google and other search engine sites – and social

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media assistance. With today’s technology, it is imperative that your shop remains relevant. Customers use a variety of methods to find repair shops, including Facebook, Twitter, Yelp and LinkedIn. Gonnello SEO will ensure your customers are finding you!

With the support of Promotional Partners, Inc., AASP/MA has created an online power buying group for shop apparel, mugs, pens, etc. Because of the size of our organization, our members received significant discounts on products you use in your business. Promotional Partners also created a program for shops to rent (or purchase) massage chairs for your waiting areas. Customers like to be pampered, and you can do that by simply signing up with our vendors today! Cintas has created a program for our members for First Aid and Document Shredding services - services you use daily. If you are currently using their services, please let them know you are an AASP/MA member to start seeing savings!

One of our most important services we offer is members’ only access to our website – aaspma.org. You will find exclusive content such as our Member Manual where you can search sections of Massachusetts General Laws (MGL) relative to auto body repairs, CMRs, ADALB advisory rulings and more. We also post videos of the Auto Damage Appraisers Licensing Board meetings, our monthly Damage Report newsletters and NEAR magazine archives. In addition, we have added our legislative initiatives for this two-year legislative session, complete with videos from our leadership explaining each piece of legislation.

AASP/MA is working every day to provide cost-savings measures to our members. We are in the beginning stages of creating several programs, including a program with I-CAR to get our members on the “road to gold.” I encourage you all to contact

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our member benefit providers and find out how they can improve your bottom line through a member benefit program.

Don’t leave money on the table.

Start getting the most out of your membership TODAY. If you are not a member, join now to take advantage of these great offers. We need your help in “building the success of the auto repair industry!”

Sincerely,

Jillian Zywien MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA Executive Director Jillian Zywien has been a senior account executive at Lynch Associates for over six years. She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

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AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

AASP/MA NEWSLETTER SPONSOR

WOLPERT INSURANCE Contact AASP/MA at (617) 574-0741 / jzywien@aaspma.org for information on becoming an AASP/MA sponsor!

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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: Clay Nissan of Newton 431 Washington Street Newton, MA 02458 Toll Free: 888-726-9924 Fax: 617-558-6326 E-mail: rphelan@claycars.com Web: www.claycars.com

Kelly Nissan of Beverly 420 Cabot Street (Route 1A) Beverly, MA 01915 Direct: 978-921-0146 Fax: 978-927-6823

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

Premier Nissan of Newport 295 E. Main Road Middletown, RI 02842 Phone: 401-619-5050 Fax: 401-847-4559 www.premiernissanofnewport.com

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

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TRAINING OPPORTUNITIES

I-CAR SpotlIght: DoCumentAtIon & DIgItAl photogRAphy Documentation and digital photography are an integral part of the repair process. Repairers rely on documentation and digital photography to record damage, insurers use it to assess damage and customers utilize it to understand the status of their repair. Understanding exactly what needs to be documented – and how and when – can make or break quality documentation and digital photography. This live demo course takes take place in-shop and provides the student with the unique opportunity to practice and apply knowledge while using his or her own camera during a variety of classroom exercises. The content in this course will provide an understanding of best practices that can be immediately applied to a business’ documentation procedures and provides information that can help improve business performance. For more information on this course, visit tinyurl.com/nvdbgqm.

in Massachusetts May 1, 2015 Documentation & Digital Photography Mike’s Auto Body, Woburn, MA May 13, 2015 Replacement of Steel Unitized Structures Fuller Auto Body, Auburn, MA May 20, 2015 Sectioning of Steel Unitized Structures Fuller Auto Body, Auburn, MA Visit www.i-car.com for more information.

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LOCAL NEWS

AASp/MA Members Sought for

environMenTAl CoMpliAnCe projeCT If automotive repair and service shops in the Commonwealth want to stay in environmental compliance, they should get to know the Massachusetts Office of Technical Assistance and Technology (MassOTA).

As the Commonwealth’s center for technical information and assistance, the MassOTA helps businesses and other organizations improve their environmental performance as well as conserve energy, water and other resources. Established in 1990, the Office promotes the implementation of management strategies, systems and technologies that enable businesses to enhance their competitiveness as they reduce the use of toxic chemicals, prevent pollution and ensure worker health and safety. The MassOTA has been instrumental in reducing the use of millions of pounds of toxic chemicals and saving companies millions of

rick reibstein of the office of Technical Assistance and Technology urged shops to get involved in the STArS program.

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dollars in operating costs. Now, the MassOTA is focusing its sights on the automotive field like never before.

Several years ago, the MassOTA and the Massachusetts Auto Body Association (MABA) worked together to create the CRASH Course compliance guidance document. The original CRASH Course consisted of guidance on the most basic and important compliance activities every shop should conduct and advice on how to prevent and/or reduce pollution from everyday operations. The document included a workbook that could be used to document the implementation of these activities. Following the creation of the original CRASH Course, the EPA, DEP and Attorney General’s Office stated that they would consider a shop’s ownership and use of the guide as evidence of good faith; if a facility was nevertheless found in violation of

a regulatory requirement, this good faith would be taken into account to reduce or eliminate any potential penalty stemming from such violation.

Recently, the EPA gave the MassOTA a grant to update the CRASH Course.

How enforcement agencies will view the new guidance will be determined after it has been developed.

In order to ensure that the updated CRASH Course guide presents accurate information and best serves and protects body shops, the MassOTA is calling on collision repairer facility owners and employees for their help in the review and revision processes. This endeavor has been named the Sustainability Training and Auto Repair Shops (STARS) program.

Shops that participate in the development of STARS will become members of the Massachusetts Clean Auto Repair (MassCAR) Partnership and

environmental Analyst Tiffany Skogstrom discussed ways she is involving vocational schools in environmental outreach.

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receive special recognition for their contribution. In an effort to better inform shops of the initiative, MassOTA Policy and Outreach Manager Rick Reibstein gave a guest presentation during the March 12 I-CAR Committee meeting at the Assabet Valley Regional Technical School in Marlborough. He stressed that the MassOTA’s goal is to create a mutually beneficial relationship with the auto body and mechanical repair communities.

“What we specialize in is finding the ‘sweet spot’ where [working with us] is actually good for your business,” he said. “It’s not just to protect your workers and reduce your environmental impact. We’re looking for the things that you can do that can actually improve quality, productivity and efficiency.

“We know that we couldn’t write this guide by ourselves,” he added.

“We need your help, and we need your input. We’re relying on your partnership to do this. We’re hoping that we put something together that will be of value that will continuously improve over the years.”

In addition to working with shops in updating the CRASH Course, the MassOTA regularly provides assistance site visits upon invitation to repair facilities to identify environmental issues. Reibstein insisted that the Office’s goal with these inspections is to help shops – not penalize them.

“We are not allowed to tell the DEP on you,” he said.

Tiffany Skogstrom, a MassOTA environmental analyst and one of the individuals who perform shop inspections, explained to the I-CAR Committee meeting attendees that she is currently working with area vocational schools in getting students from the auto body and communications departments to produce special videos on safe in-shop practices. The ultimate

goal is to host these videos on YouTube, where members of the Massachusetts automotive industry can access them as a reference.

Looking ahead, Reibstein is hopeful that AASP/MA members will help the Office create a safer and more environmentally sound Massachusetts.

“Scrutinizing what you’re doing and understanding your options lead to changes in practice,” he said.

For more information on the STARS program, please contact Rick Reibstein at (617) 626-1062 or Rick.Reibstein@state.ma.us.

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LOCAL NEWS

i-CAr reSpondS To evolving TrAining deMAndS the world of automotive repair is in a state of constant evolution, but there are plenty of opportunities available for repairers to get up to speed on these many changes.

This was the overriding message of the I-CAR MA State Volunteer Committee meeting, held March 12 at the Assabet Valley Regional Technical School in Marlborough. Hosted by Committee Chair and longtime AASP/MA member Joshua Fuller (Fuller Auto Body, Auburn), the evening discussion offered an intriguing look into how I-CAR is working to address the educational needs of today’s collision repair professional.

In his presentation to meeting attendees, I-CAR Northeast Regional Manager Allan Smith explained that the not-for-profit training organization currently boasts 480 instructors and 2,200 volunteers nationwide. I-CAR has taught over 10 million credit hours, delivering classes throughout the week across the country.

Smith noted that I-CAR’s reach has grown considerably in recent times as a result of the “Technical Tsunami” currently impacting the entire auto body industry. He explained how literally hundreds of changes to vehicle models (ranging in everything from new safety features and amenities to the massive jump to aluminum evident in the 2015 Ford F-150) have necessitated a greater focus on properly training new and existing technicians.

“Proper training is important for complete, safe and quality repairs and contributes to the safety of drivers in the case of subsequent accidents,” he said.

To help ensure that repairers receive the most comprehensive training possible, I-CAR stresses the importance of utilizing OEM repair information in the classroom and in 22 May 2015

the shop.

“We work very closely with the manufacturers; our information is OEM information,” he stated. “There [aren’t] two sides of the story...All of our information in our classes – online, virtual and live – is all a migration of OEM information. I-CAR is proud of our ongoing collaboration to ensure that collision repair technicians have received proper training on even the newest vehicles, such as the Ford F-150.”

Additionally, I-CAR has seen an upswing in participation thanks to its Professional Development Program (PDP). Launched in 2010 and designed with extensive input from the collision repair industry, PDP training gives collision repair professionals and insurance auto physical damage appraisers the role-relevant information, knowledge and skills they need to perform complete, safe and quality repairs. In the PDP, each professional develops their skills through a distinct training path tailored to their role.

Now, instead of I-CAR students taking courses as needed to gain points, one of the requirements for a business to achieve and maintain Gold Class recognition (in addition to ongoing training) is that the business must employ Platinum individuals in each of these four roles: estimator, non-structural technician, steel structural technician and refinish technician. Long gone are the days of painters attending welding classes to get points.

As Smith said, “We built the [PDP] class structure around the classes that people should take every day.”

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i-CAr’s Allan Smith gave an update on the organization’s ongoing growth and success in the field.

AASp/MA member joshua Fuller currently serves as chair of the i-CAr MA State volunteer Committee.

With so many offerings available to current and existing students, there is no greater time than the present for owners and technicians to embrace training through I-CAR. “With [hundreds of] changes to cars every year, you better have technology and training to cover that information when you need it,” Smith said.

For general information on I-CAR, please visit www.i-car.com. Information on the Professional Development Program (PDP) is available at http://tinyurl.com/pyhtylg.

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Superior service starts with superior parts.

Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life.

Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you Contact these Mazda dealers for all your parts needs: 747 Chase Road (Route 13) Lunenburg, MA 01462 Toll Free: 800-322-1241 Fax: 978-582-9841 mlynch@buynorthendmazda.com

North End Mazda

1545 New State Highway Route 44 Raynham, MA 02767 Phone: 877-272-8876 Fax: 508-802-4074 wholesale@mastria.com

Mastria Mazda

141 Stevens Street Hyannis, MA Phone: 508-815-5900 Fax: 508-568-9361 www.premiermazda.com

Premier Mazda Cape Cod

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66 Stamp Farm Road Cranston, RI 02921 Toll Free: 888-789-3311 Local: 401-681-1360 Fax: 401-681-1302 msaroka@tasca.com

Tasca Mazda

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INSIDE

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

by Jacquelyn Bauman

MEMBER BENEFITS

CinTAS FirST Aid And SAFeTy In a body shop environment, almost nothing is more important than safety. With heavy equipment, volatile chemicals and long, arduous hours, accidents are bound to occur. Of course, keeping your employees safe can be costly. Between Personal Protection Equipment (PPE), first aid kits, automated external defibrillators (AED) and the cost of OSHA fines if they are not kept up-to-code, making sure your employees are safe can be one of the most costly aspects of your business.

Thankfully for association members, AASP/MA has recently partnered with Cintas, creating a personalized program to help save members money on the things they already buy for first aid and safety.

Cintas, a multi-divisional company that covers a variety of aspects of your business, prides themselves on offering everything your company needs for safety and compliance under one roof. Not only do they provide your business with first aid and safety products, but they also supplement this with training, both on-site and online.

They are your one-stop-shop for all safety needs.

This new member benefit program will provide discounts on first aid kits, including a no-contract first aid program where a representative comes to visit on a 28-day frequency to check the kits and resupply as necessary.

“We sell the value of the service every time we come out to your shop,” says Regional Sales Manager Reid Ellis.

All Cintas service representatives are CPR/First Aid/AED Certified and have participated in the OSHA 10-hour course, so they are qualified to answer any questions you may have on your business’s safety requirements.

Another option for members is a discount on their AEDs. “Sudden cardiac arrest is the number one leading cause of workplace death,” explains Ellis. “In three to five years,

it will likely be mandatory for any business with 25 or more employees to have at least one AED on-site.” The AED model that Cintas has available for either purchase or lease is the state-of-the-art Reviver View model. This defibrillator runs self tests daily to insure that it is working properly, shows videos on how to use the device when activated and also walks the user through the steps for effective CPR and rescue breathing. Usually, the cost to lease this device is $99 a month for a 36-month contract. Cintas and AASP/MA have knocked that price down to $89 a month, saving members $360 on their contract.

“To us, it is very important to be involved with organizations like AASP/MA,” Ellis says. “A big part of our business is networking and making connections. Being partnered with associations gives us more visibility so that businesses know what products and services they need, as well as where to find them.”

With OSHA issuing fines for their regulations on first aid kits, PPE, eye wash stations, respiratory protection, eye and face protection, hearing protection, hazard communication, accident prevention signs, oxygen equipment and CPR and first aid training, it is so easy to watch your hardearned money go down the drain when it comes time for an OSHA inspection. Cintas First Aid and Safety provides programs to prevent getting hit with each and every one of those OSHA fines, from first aid and emergency products to safety products and training.

“When it comes to the safety of your employees, it is always better to be proactive than reactive,” says Ellis.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

For more information on what Cintas has to offer for both members and non-members, visit their website at www.cintasfirstaid.com, or email Reid Ellis directly at ellisr@cintas.com.

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MEET THE BOARD:

AASP/MA VOCATIONAL GRANT CEREMONY AND VOCATIONAL ROUNDTABLE

mike penacho

Family, business and faith in Jesus Christ. Three simple components that comprise the passions of the spirited owner of Mike’s Auto Body in Fall River, Mike Penacho.

“When I was a kid, I wanted to do one of three things when I got older,” Penacho recalls. “I wanted to be a carpenter, a mechanic or an auto body repairman. It was a blessing from God that the school I went to only had openings in automotive repair.”

In 1975, he attended Diman Regional Vocational Technical High School. Upon graduation, he began working with Manuel Santos, who owned the auto body shop at a Cadillac Oldsmobile dealership. When he turned 23, he left the dealership and started his own business.

“I look back at my life and see just how God blessed me,” Penacho says.

“I was a kid when I first started; I didn’t know anything. But I worked hard, made mistakes, brushed myself off and learned. And it was fun.”

When his shop was first opened in 1982, Penacho became a member of the Massachusetts Auto Body Association and, after a brief hiatus, became a member of AASP/MA once the associations merged into one. Now, as southeast chapter director, Penacho hopes to use his new role to the advantage of the entire industry.

“I’m excited about being on the forefront of the decision-making process,” he explains. “I’ve met guys from across the state and we learn from one another, and we share ideas.

Honestly, I think the Board helps me more than I help the Board. I’m in this position to get involved with legislators and make a change. I want to help others get active. There are thousands of people in this field who don’t even know how much money they’re leaving on the table. I’m here to help them.”

Penacho believes that although things can look rough at times, the industry is moving in the right direction.

“The last generation of technicians and shop owners were great and they taught us all so much,” he reflects.

“Now, this generation of shop owners is just a little smarter, because we have all of the knowledge of the old generations and some of our own. These new guys, they’re the smartest we’ve ever seen. They’re businessmen. We as an association are giving them the tools they need to succeed so that when they take over for us, they’ll do a great job and be better than we were.”

With his repair shop, a towing company and a rental car company, Penacho doesn’t get time for much else other than his business. When he does get a second away from it all, he likes to spend time with his family. His son Matthew works with him at the shop while his two youngest children, Amanda and Andrew, are still in school. Amanda is studying to become a pharmaceutical doctor, while Andrew is studying communications and hopes to one day be a sports announcer.

“After my faith, my family is the most important thing to me,” Penacho reflects warmly. “You can’t buy family.

Family is a gift.” It is his emphasis on family that has governed the way that he does business.

“You have to treat everyone with kindness and respect,” he explains.

“We have people who come in crying and are distressed. We sit down with them, talk to them, pray with them and hug them. We give lots of hugs here.

“It reminds me of something my father used to tell me,” he adds. “It costs nothing to be nice.”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

TUESDAY, MAY 12TH ASSABET VALLEY VOCATIONAL TECHNICAL HIGH SCHOOL – EPICURIAN ROOM 215 FITCHBURG STREET, MARLBOROUGH, MA 01752 DINNER SERVED AT 6:30PM PLEASE JOIN US FOR OUR ANNUAL AASP/MA VOCATIONAL GRANT AWARD CEREMONY FOLLOWED BY OUR VOCATIONAL ROUNDTABLE.

DID YOU KNOW: AASP/MA IS COMING TO YOUR SCHOOL? NEW ENGLAND AUTOMOTIVE REPORT WILL FEATURE YOUR VOCATIONAL PROGRAM? AASP/MA IS HELPING SCHOOLS CONNECT TO GRANT MONIES? AASP/MA IS WORKING WITH I-CAR TO GET VOCATIONAL CURRICULUM IN YOUR CLASSROOM? AASP/MA HAS AN ANNUAL BBQ TO FUND THE VOCATIONAL GRANT?

DON’T MISS THIS INFORMATION-PACKED EVENING! EACH SCHOOL IS ALLOWED TWO ATTENDEES FREE OF CHARGE; ADDITIONAL GUESTS ARE $35 EACH. AASP/MA MEMBER MEALS ARE $35.

PLEASE REGISTER ONLINE AT AASPMA.ORG OR CALL THE OFFICE AT (617) 574-0741.

REGISTRATION DEADLINE IS MAY 8TH

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VENDOR SPOTLIGHT by Jacquelyn Bauman

TwenTy-Three yeArS oF

SUCCeSS: How do you become a 15-location dealer group raking in over $530 million annually in just 23 years? Take a page from Colonial Automotive Group’s book and put your customers first.

“We believe the most important thing in our business is building relationships,” says Fixed Operations Manager John Kessler. “Positive people and positive attitudes. That’s what sets us apart.” The foundation of Colonial’s business is competitive pricing and excellent customer service. With

a wholesale operation as big as Colonial’s, it’s no surprise that they are competing not only against other wholesale distributors, but against aftermarket parts distributors as well.

“We’re able to keep ourselves at the front of our market through using online parts pricing systems like CollisionLink,” says Kessler. “Because of that, we can afford to be much more competitive with our pricing. We use manufacturers that have a pricing structure that allows us to be compete with the aftermarket. For example, a shop can get an OEM part from us for a Volkswagen for the same price as they would an aftermarket part.”

Times have certainly changed for Colonial Automotive

Colonial has a fleet of 32 vans to ensure speedy delivery.

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VENDOR SPOTLIGHT

Group. When they first began in 1992, aftermarket parts weren’t nearly as pervasive in the industry as they are now.

“Back when we first started, there weren’t any large aftermarket companies like you see today,” explains Kessler. “Now you have these types of companies who are offering massive discounts, but they can’t account for the quality of the part. We are able to give those competitive prices with the quality to back it up.”

In addition to their focus on customer satisfaction, the wholesale group can attribute much of their success to their ability to supply the industry. They have over $3 million in parts inventory that consists of approximately 130,000 different parts across all manufacturers they service. Their ability to service and supply their area has made them one of the top wholesale suppliers in their market. With 32 delivery vehicles, Colonial services Central, Southeastern and Eastern Massachusetts, with some deliveries to the Berkshires and Western Massachusetts areas.

“We offer our customers a special service called ‘Hot Shot,’” explains Kessler. “If requested by the customer, we can have the part at the shop within an hour. Plus, for anyone outside of our delivery radius, we do offer to ship our items and, depending on the order, the shipping is potentially free. And if a part is backordered, it will usually be on our doorstep by 7pm the next morning if it’s ordered before 3pm.”

In the past few years, the economy has been very difficult, leaving a lot of wholesale parts suppliers in the red or completely out of business. Colonial credits their focus on customer satisfaction as the reason that they’ve stayed afloat in a time that caused so many others to sink.

“When the economy went bad and fuel prices went up, a number of suppliers added a fuel delivery charge and many of them still have that to this day,” Kessler says. “We never have and never plan on charging our customers to do business with us.

“We treat all of our customers the same,” he adds.

“Whether they’re buying a two-dollar part or a $500 part, everyone is important. We run our business on a familyoriented philosophy and we want our clients to feel like they are part of that family.”

Chief Operating Officer Pat Browne points out the positive impact that this philosophy has had on their business.

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Fixed Operations Manager John Kessler “We have over 7,500 positive reviews on social media sites like Yelp, Facebook and Google+,” Browne states. “We believe that this is a testament to our high level of customer satisfaction.”

This dedication to service is also why Colonial Automotive Group is active in both the collision repair field as well as in their local community.

“We are involved with AASP/MA through event sponsorships and attendance because it allows us to meet face to face with the people we do business with,” says Kessler. “It helps us to build a relationship with them.”

In addition to their involvement with the association, Colonial Automotive Group also sponsors little league and high school sports teams and donates twice a year to charities such as the Massachusetts General Children’s Cancer Unit.

While things are always changing in the automotive repair industry, Colonial remains optimistic about the future of their company.

“Even with changes like automatic cars and aluminum and whatnot, there will always be accidents no matter what,” says Kessler. “These cars will still need to be fixed and parts will need to be replaced. One thing that is likely to change in the future is ordering systems for parts and the growth of our competitors. That’s why we need to stay competitive.”

For more information on the Colonial Automotive Group, please visit www.buycolonial.com.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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THERE HAS NEVER BEEN A BETTER WAY TO BUY THE WORLD’S BEST ENGINEERED PARTS. For Original BMW Parts, contact one of these authorized BMW centers: BMW of Newport 1215 West Main Road Middletown, RI 02842 PH: 401-847-9600 FAX: 401-841-0680 www.bmwofnewport.com

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BMW of West Springfield 1712 Riverdale St. West Springfield, MA 01089 PH: 413-746-1722 FAX: 413-304-9009 www.bmwwestspringfield.com

New England Automotive Report

BMW of Darien 140 Ledge Road Darien, CT 06820 PH: 203-656-1804 FAX: 203-656-1802 www.bmwdarien.com

New Country BMW 1 Weston Park Ave. Hartford, CT 06120 PH: 860-240-7881 FAX: 860-240-7873 www.newcountrybmw.com

BMW of Stratham 71 Portsmouth Avenue Stratham, NH 03885 PH: 603-772-0000 FAX: 603-772-9436 www.bmwofstratham.com

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Original BMW Parts

The Ultimate Driving Machine®

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They’re called “Original BMW Parts” for good reason. For uncompromising precision and incomparable quality, your BMW center is your One-Stop shop for everything BMW.

BMW of Warwick 1515 Bald Hill Rd. Warwick, RI 02886 PH: 401-821-1510 FAX: 401-823-0530 www.bmwofwarwick.com

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

BMW of Cape Cod 500 Yarmouth Road Hyannis, MA 02601 PH: 508-815-5500 FAX: 508-790-3551 www.bmwofcapecod.com

Wagner BMW of Shrewsbury 770 Boston Turnpike Shrewsbury, MA 01545-3202 PH: 866-438-3997 FAX: 508-925-2291 www.wagnerbmwofshrewsbury.com

BMW of Ridgefield 746 Danbury Rd. Ridgefield, CT 06877 PH:203-438-0413 FAX:203-894-8956 www.bmwofridgefield.com

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2015 AASP/MA ANNUAL GOLF OUTING PRESENTS:

Wednesday, July 8, 2015 Charter Oak Country Club

394 Chestnut St. • Hudson, MA 01749

8am Registration • 9am Shotgun Start

*Golfers are asked to arrive by 7:30am to facilitate registration Golfers must wear proper golf attire at all times.

Shirts must have collars and shorts are to be bermuda length. NO jeans or denim of any kind.

THANKS TO OUR

SPONSORS!

GOLF PRICES*: Single: $200 $175 Foursome: $800 $700

(*Pricing includes golf, cart and greens fees, breakfast and lunch!)

Hole Sponsor: $200 Lunch (for non-golfers): $60

THANKS TO OUR

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$1,500 $1,000 $1,000 $500

Closet to the Pin $350 Breakfast Sponsor $350 Hole in One (2) $1,500

CONTACT JILLIAN ZYWIEN (617) 574-0741 or via email at jzywien@aaspma.org for more information.

TO REGISTER, VISIT WWW.AASPMA.ORG CALL (617) 574-0741 • EMAIL CKANE@AASPMA.ORG

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AN INDUSTRY WITHOUT BOUNDARIES:

COVER STORY by Joel Gausten

INSIDE AASP/MA'S NATIONAL PARTICIPATION

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THIS INDUSTRY IS NEVER DULL.

With everything from evolving vehicle materials to critical legal/legislative changes affecting how repair facilities do business, there has never been a greater need for shop owners and technicians to go beyond their four walls – and even beyond their home states – to get the news and information they’ll need to grow and survive in the future. This month, New England Automotive Report takes a look at some of the recent events that have shaped the national collision repair industry, AASP/MA’s involvement in these endeavors and what can be gained by stepping out beyond the Commonwealth to experience the industry on a much larger scale.

AASP/MA HITS THE GARDEN STATE

On March 20-22, various AASP/MA members and representatives traveled to Secaucus, NJ for the 2015 NORTHEAST® Automotive Services Show. Hosted for nearly four decades by the AASP’s New Jersey affiliate association, NORTHEAST offered thousands of attendees an opportunity to meet with hundreds of vendors and exhibitors, attend special training/management seminars and take part in national industry forums and events. AASP/MA Executive Director Jillian Zywien and Collision Director Rick Starbard were among the industry leaders who attended the AASP National Spring Board meeting and the NORTHEAST Resolution Forum & Leadership Meeting on March 20. Both events enabled them to connect and share news and views on an always-changing industry “Our attendance at these national events is extremely important to our membership,” Zywien explains. “We gather information on what is occurring in other states; determine strategies that are working in the legislative, regulatory and litigious arenas; and collaborate on nationwide initiatives. These events create a network of resources, and it is imperative we are a part of these conversations.”

During her update at the Leadership Meeting, Zywien told attendees that the association currently has five bills filed at the State House in support of the state’s collision repair industry. These include a consumer notice piece that would mandate that insurers notify the customer in writing of their rights (i.e., having their work guaranteed by any shop, their right to choose a shop, etc.), as well as a bill that would eliminate the use of aftermarket parts if their use voids the consumer’s warranty.

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Additionally, AASP/MA is promoting passage of a bill that would place the state’s Auto Damage Appraiser Licensing Board (ADALB) under the direction of the Division of Professional Licensure.

“The Board is currently under the authority of DOI, which governs insurance companies and insurance policies,” she said. “Appraisers are neither of those things. Appraisers are licensed professionals, and most licensed professions in the Commonwealth are governed by the Division of Professional Licensure.”

In addition to Zywien, the Leadership Meeting also drew attendance from Starbard, AASP/MA President Molly Brodeur, Vice President Adam Ioakim and his brother, George.

As was made clear during the afternoon discussion, Massachusetts isn’t the only state association taking action to improve the field. Tony Ferraiolo, president of the Auto Body Association of Connecticut (ABAC), updated Leadership Meeting attendees on the class action suit filed by ABAC and hundreds of body shops against the Hartford Fire Insurance Company for (according to an association press release) “engaging in unfair business practices by using its in-house employee appraisers and network of Direct Repair shops to artificially suppress Labor Rates paid in the State of Connecticut.” In November 2009, a Supreme Court jury in Stamford awarded the shops $14.7 million for compensatory damages.

Three years later, a Connecticut Superior Court judge awarded an additional $20 million in punitive damages. The Hartford appealed the order, with closing arguments heard on January 13. The final verdict is expected to be heard this calendar year.

“It’s taken 14 years to get to the final decision on this thing,” Ferraiolo said. “Even if they do have to pay that amount off, can you imagine what they made by not having to change the way they do business in 14 years?”

The current legal landscape in Connecticut is just one example of the national industry’s ongoing shift into the legal arena as a solution to its issues with insurers.

“We’re starting to rely on the courts versus various State Houses to get things done,” offered Starbard following the NORTHEAST show. “We keep playing around at the State House to accomplish our goals, and I think nationally we’re starting to see that the results are far better when you take it to court instead of playing politics with it.”

Away from the meeting rooms, NORTHEAST attracted considerable participation from the AASP/MA community on the show floor.

“If you don’t go out and find out what’s out there, how can you promote your business and buy tools and equipment?” offers AASP/MA Board member Mike Penacho, who has been a fixture at the annual event since the 1980s. “Plus, when you go to [NORTHEAST], the equipment is cheaper, and you get to meet the manufacturer and ask questions and get answers from the guy who designed the actual piece of equipment.”

When Penacho first started attending NORTHEAST, it was a novelty for a shop owner like him to travel four hours to attend. These days, the NORTHEAST floor attracted shop owners and industry pros from across America.

“On Saturday, I was shocked to see how many people were there looking at things,” offers AASP/MA Western Chapter Acting President Dan Lamontagne, who traveled

with fellow member Mike Boucher to attend the show. “I’ve never been to Vegas [for SEMA], but I can’t believe that you get any bigger than that unless you went to Vegas.”

For their second time attending the show, Adam and George Ioakim made it a point to take in as much as they could in the two days they were there.

“For us, it’s a local opportunity to be able to see what’s happening on a national level,” Adam says. “It’s a much larger commitment to go to SEMA or NACE; sometimes, the scheduling just doesn’t permit for that, as much as we’d like to go.

NORTHEAST is a much more manageable show for us to attend and still be able to get that national feel for what’s going on.”

George, who was particularly impressed with the ProSpot aluminum welding equipment displayed on the show floor, feels that NORTHEAST offers repairers a chance to get up close and personal with various products and processes coming into the trade.

“Looking at them online and in a magazine is much different than seeing them live,” he says.

Perhaps best of all, attending NORTHEAST gave the Ioakims an opportunity to meet directly with representatives from major OEMs including Nissan, Honda and Ford regarding their various shop recognition and/or certification programs. Getting involved in these kind of programs has been of interest to the brothers’ business, Hogan & Van Auto Body in Medford, for quite some time.

“We had a lot of good conversations with the OE representatives as far as what criteria they were looking for [with] OE certifications,” Adam reveals. “For us, it was good to talk to the representatives and see what we want to do...Speaking to them really allowed us – under one roof in a short period of time – to have those conversation and start some evaluation processes into what’s going to be the route for us.”

STRENGTH THROUGH NATIONAL AFFILIATION

A few short days after NORTHEAST, another nationwide gathering took place that will have long-lasting effects on the auto body world. On April 7, the Society of Collision Repair Specialists (SCRS) held a special Open Meeting in Atlanta, GA to update affiliate members (including AASP/MA) on the group’s progress on a countrywide scale. SCRS reported success in working with the industry’s three major Information Providers (IPs) – Mitchell, AudaExplore and CCC – to address issues and concerns from end-users. In his report to attendees, SCRS Executive Director Aaron Schulenburg discussed efforts to respond to member complaints regarding “evergreen clauses” in current IP subscriptions. With all three providers, contract terms automatically renew for subsequent periods; depending on the agreement those auto-renewals can sometimes last the same length as the initial term (one year, three years, month-to-month, etc.) The parties are obligated to give written notice of termination prior to expiration of the then-current term; however, none of the programs currently provide reminders of the auto-renewal prior to the deadline.

SCRS has fielded concerns from shops that have missed the 30-day window because they are not given proper reminders (similar to those given by McAfee or other popular products that utilize auto-renewal terms) that their subscriptions are about to renew automatically. This has resulted in some New England Automotive Report

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COVER STORY facilities going into another term when they no longer wish to do so.

SCRS recently sent letters to each IP on behalf of members facing this issue. During the meeting, Schulenburg read direct responses from each of the companies aloud. While CCC and Mitchell responded that they believe their current auto-renewal formats help avoid disruptions in a shop’s daily operations by keeping a subscription going instead of suddenly shutting it off when the term expires, AudaExplore has announced changes to how they handle these renewals. As a result of the SCRS letter, new AudaExplore contracts beginning June 1 will continue to have an evergreen clause; however, subsequent renewal terms will now only be for one year regardless of the initial term length. The company plans to apply this new policy retroactively to existing client contracts on a caseby-case basis. Although Schulenburg acknowledged AudaExplore’s efforts as a move in the right direction, he noted that SCRS would still “love to see a notification process from all Providers so that customers are informed to the auto-renewal taking place.”

THE ROAD AHEAD

As an already-intriguing 2015 continues to gain momentum, AASP/MA plans to stay actively involved in national industry endeavors. For example, former Connecticut Attorney General-turned-Senator Richard Blumenthal has urged a

number of states to send letters to the US Attorney General in regards to insurance companies steering practices within their states.

“Massachusetts has some strict anti-steering laws in place; however, our issue here is enforcement,” offers Zywien.

“AASP/MA is working with our Attorney General’s office to educate her and her staff on the issues our members face daily to include steering, payment for services performed, etcetera.”

Of course, the Massachusetts industry will also continue to keep a very close eye on the Multidistrict Litigation (MDL) currently playing out in Florida. On April 1, Oregon became the latest state to be added to the MDL, with a suit (Leif’s Auto Collision Centers v. State Farm et al) originally filed November 2014 against a multitude of insurers being added to the pile. The Oregon complaint requests injunctive relief prohibiting the defendants insurers from (among other things) “further engaging in placing into effect any plan, program or practice which has the purpose or effect of directing, advising or otherwise suggesting that any person or firm do business or refuse to do business with any Plaintiff automotive repair shop with respect to the repair of damage to automobiles.” The full text of this suit can be read at http://tinyurl.com/kqd839v.

While there are certainly plenty of things impacting our industry at home, it is important for members of the local industry to examine and learn from what is happening in the greater industry around them. As this feature illustrates, there is always more going on in this profession than meets the eye.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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EQUIPMENT AND TOOLING

by Jacquelyn Bauman

The More The Merrier: power-BUying groUpS For AlUMinUM ToolS And eqUipMenT The purpose of AASP/MA is to bring shops together in order to better the field as a whole. While competition in business is necessary to survive, community in industry is the only way to improve the conditions under which a shop exists. It is this thinking that inspired AASP/MA member Rob DelGallo, owner of Factory Collision and Restoration in Weymouth, to look into solutions to save shops money on aluminum tools and equipment.

“When I was the president of the Massachusetts Auto Body Association, I was always looking for better deals for our members,” DelGallo says. “Back then, we were looking to get a better deal on health insurance by buying in bulk. Now, we’re taking those same concepts and looking for something a little different.”

Although DelGallo passed along the title of president long before the associations merged and became AASP/MA, his search for better deals for members has not ended. Through discussions with CEO of Lombard Equipment, Inc., Kevin Lombard, DelGallo is hoping to create power-buying groups for AASP/MA shops to purchase the basics of aluminum equipment for a discount for association members.

“Aluminum repair equipment can be expensive,” DelGallo says. “Just a rivet gun to use on the new Ford can cost around $7,000. Welders are between $10,000-$15,000. Some other associations around the country get deals through power-buying groups for things like tape and other items. So I thought, ‘Why can’t we as a state association do the same for aluminum tools?’”

The package that DelGallo is looking to create would include an aluminum rivet gun, three-gun welder and an aluminum tool station. These tools are the basics of aluminum repair that shops need to get started. He is hoping to save association members who join this power-buying group 10-15 percent off of the price of these tools, an asset he is sure will help out a lot of shops in more ways than one.

“The problem is that right now, shops don’t have the money to invest,” he explains. “If they don’t have the money to invest in training and tools, it’s harder to ask for more from insurers, which causes a stagnant Labor Rate. If you have specialized equipment, you can demand more money.”

The program isn’t off the ground completely yet, and still requires the support of the members of the association.

“In the good days, shops used to talk to each other,” DelGallo remembers. “Antitrust laws, insurers and competition have driven a wedge between us.

The only way to get things done is through communication. There needs to be a sense of community again.

“I see this as another way for us to get paid what we deserve,” he adds. “Having the most up-to-date tools is a negotiating tool. We need to do anything we can do to get paid properly, but it’s more effective if we do it together.”

For more information on these power-buying groups and to get involved, visit DelGallo’s post on the AASP/MA LinkedIn page at tinyurl.com/delgallo-power-buying-group (LinkedIn users only) or contact Rob DelGallo directly at (781) 331-0113 or rob@factorycollision.com.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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MARK MY WORDS by Mark giammalvo

iAtn to the ReSCue As we all know, the International Automotive Technicians Network (iATN) at www.iatn.net is a fantastic resource. Whether you are looking for advice on a new scan tool or an example of a good waveform, iATN is always the place to turn for a plethora of automotive service information.

Often at our shop, we research the iATN “FIX Database” for solutions to unusual problems that customers are reporting on their vehicles. Sometimes, no service bulletin exists to address the customer’s issue, but we will find that a technician on iATN (in some part of the world) has seen the exact same problem and reported on the repair.

A while back, a frequent service customer of ours brought in his ’04 Jeep Grand Cherokee with an odd complaint. The customer stated, and then showed me, how his right front and right rear power windows were inoperative (as was his alarm) and his instrument cluster was dim at night. If you attempted to increase the cluster brightness, the dome lamps would then come on. To prevent this, he had to keep the cluster dimmed.

We sure didn’t know where to begin on this car, and we were wondering what kind of an electrical nightmare we were about to dive into.

A quick search of service bulletins did not reveal any useful information.

However, as soon as I selected “20042006 Jeep electrical” on iATN, the first heading, “2004 Jeep Grand Cherokee Laredo 4.7L Power Window,” caught my attention.

Sure enough, a technician from North Carolina had seen the same problem. Other iATN members had told him to check for broken wires in the loom that passes through the left front door jamb, and he found this was the exact problem. Sure enough, we found broken wires in both the left

Image courtesy of www.iatn.net

front and right front doorjamb looms of our customer’s Jeep.

Another power window complaint that I read on this same “vehicle fix” page was equally as interesting. In that case, a technician from Missouri had a 2004 Jeep in which all power windows were inoperative from the driver’s window switch. Although this was not the symptom that our customer reported, I kept reading as the conversation about the problem became even more intriguing. This technician had found an aftermarket module of some type tied into the Jeep’s electronics. Further research discovered that this module was a GPSlocator tracking device that had been installed by the former car rental company that had owned the vehicle. This system had the ability to remotely lock the vehicle as well as to roll up all windows. (I hope nobody’s hand was in the way when they sent that command.)

Interestingly, the technician stated that this was not the first time they had come across an aftermarket tracking device. One of his customers runs an HVAC repair company, and he has all his work vans fitted with such a device. It can monitor location and receive datastream and MIL status - all via a wireless signal - through a cell phone-type transmitter. The technician added that these add-on devices intercept datastream information right from the back of the ALDL connector, and this can cause unusual datastream readings on the scan tool, adding diagnostic labor time.

In any event, whether you use ALLDATA, Mitchell, iATN, the tech hotlines or other data sources, it makes for a quicker, better and higherquality repair for your customers in the long run.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Mark Giammalvo specializes in driveability diagnostics at his family business, Sam Giammalvo’s Auto Sales & Service, Inc. in New Bedford, MA. He can be reached at samgauto@samcars.com.

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2015 MEMBERSHIP APPLICATION MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

As a member of the Alliance of Automotive Service providers of Massachusetts (AASp/MA), i will abide by the association’s bylaws and code of ethics. i understand that membership in AASp of Massachusetts is non-transferable, and i must remain current with my dues in order to be a member in good standing. i understand that if i discontinue my membership that i must immediately cease using any association promotions, logos or materials. Additionally, i understand that as part of my AASp of Massachusetts membership, i will receive New England Automotive Report, the official publication of AASp of Massachusetts, faxes, emails and other mailings.

*** PLEASE TYPE OR PRINT LEGIBLY *** BUSINESS INFORMATION: Mr.

What benefits motivated you to join AASP of Massachusetts?

Mrs.

Ms.

Business Representative Name:

________________________________________________________

____________________________

Business Name ____________________________________________

PERSONAL INFORMATION:

Street Address ________________________________________________________________________________________________________ Street

City

State

Zip

Mailing Address ______________________________________________________________________________________________________ Street

Phone Number ( E-mail Address

City

)____________________________________ Fax Number (

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

Enrolled By (Name and Address) ________________________________________________________________________________________ MEMBERSHIP TYPE

Name ____________________________________________________

REPAIRER MEMBER (check one) Collision Repair Shop Mechanical Repair Shop Both, Collision & Mechanical Repair Shops Other Repair Shop

Nickname ________________________________________________ ANNUAL MEMBERSHIP DUES (The AASP membership year is from January to January 2016)

Total Due ....................................................................................$395.00 SUPPLIER/ASSOCIATE MEMBER (check one) Auto Paint/Crash Parts/Auto Parts/Wholesaler Equipment/Tool Supplier Manufacturer/Sales Agent Services (Computers, Software, Vehicle Rental, Other)

NEW! Political Action Committee (PAC) Donation ...............$_____

Check or Cash Credit Card:

Visa

MasterCard

LIST OTHER SPECIALTIES ____________________________________ ________________________________________________________ Just like good tools and equipment, membership in AASP of Massachusetts is a valuable investment. AASP of Massachusetts works for you through such outstanding programs as: (1) management and technical training; (2) discount uniform rental; and (3) a wide variety of other business services.

Put AASP of Massachusetts to work for you today.

COMPLETE THE MEMBERSHIP APPLICATION AND RETURN IT WITH PAYMENT TO AASP OF MASSACHUSETTS.

Card Number: __________________________________________ Expiration Date: ________________________________________ Signature: ______________________________________________ Date: __________________________________________________

For oFFiCe USe only Check number ______________________________Check date ________________________Check Amount ______________________________ date joined ______________________________Member number ______________________next Bill date ______________________________

12 post office Square, 6th Floor • Boston, MA 02109 phone: (617) 574-0741 | Fax: (617) 695-0173|jzywien@aaspma.org As required by the U.S. Tax Code, AASP of Massachusetts, Inc. informs its members that 75% of the dues paid to the association are tax deductible. The remaining 25% is allocated to legislative activities and is not tax deductible.

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180BIZ FEATURE

TUrning An Angry CUSToMer inTo A rAving FAn by Rick White It’s bound to happen. A customer calls or walks in and is mad. REALLY mad. Only one of two things could have caused this. Either there’s been a misunderstanding due to a lack of communication or expectations have not been met. Now what?

When dealing with an angry customer, instead of defending yourself, remember the last time you were the angry customer. Now listen to your customer. All they want is to be heard and to know that they matter. While they’re venting, take notes and show them you’re listening with your gestures and verbal cues like, “Really?”, “Wow!” or “Holy Cow!” When they have finished venting, and before you go into problem-solving mode, do two things: 52 May 2015

rephrase what you hear your customer say. it shows the customer that you are listening and ensures that you received the message clearly. either your customer will agree with your rephrasing or he or she will clarify further in a calmer manner, as long as you’ve shown him or her that you’re listening and really want to help. empathize with your customer. empathy doesn’t mean admitting fault or placing blame. empathy shows your customer that you know how they’re feeling and what they’re going through.

These two steps align you with your customer so you can solve the

New England Automotive Report

issue together instead of against each other. Now that your customers realizes you’re on their side and are there to help them, do two things: Apologize for the inconvenience and accept responsibility for fixing the situation. This does noT mean you did anything wrong. it means letting the customer know you feel bad about what they’re going through, you’re there to help and you will do everything in your power to make things right.

Ask your customer what they would like to see happen to resolve their issues. you’ll be amazed how much your listening, empathizing and your sincere apology will mean to them. i usually find what they ask for is much less than i’m willing to give!

If you do a great job up to this point, your customer will be much easier to work with and on the road to satisfied, which is exactly where you DON’T want them to be. You want to

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take the unpleasant situation and turn it into an opportunity to blow your customer away with such an experience they want to stop people in the street to tell them just how amazing your business is. You accomplish this with these two simple steps: do what you agreed to do, quickly and professionally. Then, do something unexpected, showing that you value your relationship with this person and recognize the inconvenience he or she has gone through. This is a concept i caught from jeffrey gitomer called deliver +1. your +1 could be a free oil change, a set of wiper blades installed, a free rental for their next service or a gift card, just to list a few ideas. your +1 doesn’t need to be expensive; it just needs to engage and touch your customer showing them that you care about them and value their business and relationship.

About rick white & one eighty Business Solutions Rick White is a managing member of One Eighty Business Solutions (180BIZ), a Virginia-based coaching, training and business solutions provider to the automotive and truck repair industries. Rick’s clients consider him a trusted advisor, helping them to increase profits and free time while reducing their stress. If you would like more business tips and thoughts just like this, please visit our Facebook page at www.facebook.com/180biz. 180BIZ provides affordable, down to earth, one-on-one business coaching with no long-term commitments! To see how we can help you and your business, please email us at info@180biz.com or call (540) 833-2014.

your follow-up is where you seal the deal. you show your customer that just because they aren’t in front of you, they’re still important to you and on your mind. i recommend following up twice - once 24 hours after you’ve delivered their vehicle back to them, and then again in one week. your goal is to make sure that your customer is happy with the resolution and loves your company again. Make sure to thank them for the opportunity to make things right and let them know you’re here for them the next time they need you. you might even want to give them your cell phone number so they can reach you at any time.

The reality is that it’s easy to do business with a company when everything’s going okay. The true test of a company comes when there is a problem and showing the customer what you put first: profit or relationships.

Following the above steps in this article, you can turn an upset customer into a raving fan by building his or her confidence in you, your product and your company.

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VICE PRESIDENT’S MESSAGE continued from pg. 8 With everything that is happening in the industry on both a local and national level, I am shocked that not every shop in this area is a member of the association. This is the best way to get the most out of the industry and to know that there is someone watching your back, taking care of you. The only way to make any changes is to approach them as a group and a united front. I urge any members to fully take advantage of what the association has to offer through training,

events and benefit programs. And for those of you who aren’t members, I wish you luck out there on your own.

Know that you are always welcome here with us.

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AUT M TIVE AD INDEX

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Adam Ioakim is the co-owner of Hogan & Van Auto Body in Medford, MA. He can be reached at (781) 436-0366 or adam@hoganandvan.com.

180Biz ..............................................................53 Audi Group ....................................................33 Axalta Coating Systems ..................................4 Bald Hill Chrysler Jeep Dodge Ram............11 Balise Wholesale Parts Express ....................36 Baystate Chrysler/Jeep/Dodge ..................17 Bernardi Group ........................................28-29 Best Chevrolet/Best CDJR..........................IFC BMW Group ..............................................34-35 BMW/Mini of Warwick ................................25 Clay Subaru ....................................................23 Colonial Auto Group ....................................31 Empire Auto Parts..........................................11 Enterprise ........................................................43 First Chrysler-Dodge-Jeep-Ram ..................23 First Ford ........................................................23 First Hyundai..................................................23 Ford Group ....................................................38 Future Cure ....................................................19 Honda Group..................................................39 Hyundai Group ..............................................44 Imperial Ford ..................................................38 Infiniti of Norwood........................................21 Ira Group....................................................12-13 Kelly Automotive Group............................IBC Linder’s, Inc. ..................................................54 Long Automotive Group ..........................OBC Mazda Group..................................................24 Mopar Group....................................................9 Nissan Group..................................................15 PPG ....................................................................3 Robertsons GMC Truck ................................16 Sarat Ford-Lincoln ........................................16 Sentry Group ....................................................6 Subaru Group............................................46-47 Tasca Group ....................................................20 Toyota Group..................................................51 Village Auto Group........................................48 VW Group ......................................................42 Wellesley Toyota/Scion ..................................8

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