New England Automotive Report January 2014

PLUS: Industry Roundtable: State Associations Share Successes, Challenges & Goals for 2014 & Beyond - pg. 25

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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

January 2014 U.S.A. $5.95

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January 2014 • Volume 12, No. 1

CONTENTS

DEPARTMENTS PRESIDENT’S MESSAGE 8 | A Year to Remember

by Paul Hendricks NATIONAL NEWS 16 | Right to Repair Signed into Law in Massachusetts LEGAL PERSPECTIVE 18 | Back to the Basics (A Multi-Part Series): Direct Payment Plans - Referral Shop Provisions

by James A. Castleman, Esq.

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VENDOR SPOTLIGHT 22 | True Camaraderie: Sarat Ford-Lincoln Helps AASP/MA Move Forward

FEATURES

180BIZ FEATURE 52 | What Are You Worth?

by Rick White

25 | INDUSTRY ROUNDTABLE State associations share their successes, challenges and goals for 2014 and beyond. as told to Alicia Figurelli

34 | EDUCATION FOR THE REAL WORLD: INSIDE ASSABET VALLEY REGIONAL TECHNICAL HIGH SCHOOL A look at a vocational insititution as they keep the industry going with eager, talented future techs.

by Joel Gausten

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ALSO THIS ISSUE 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 11 | ADALB REPORT 19 | AASP/MA SUSTAINING SPONSORS 61 | AASP/MA MEMBERSHIP APPLICATION 62 | INDEX OF ADVERTISERS

42 | THE POWER OF PROGRESS: AASP/MA REBRANDS, MOVES INTO 2014 Armed with a revamped logo and an impressive agenda, AASP/MA hits the ground running in the New Year. by Joel Gausten

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AUT M TIVE STAFF

JANUARY 2014 January 14, 2014 AASP/MA Statewide Meeting Doubletree Hotel 5400 Computer Dr., Westboro, MA January 28, 2014 AASP/MA Board of Directors Meeting Doubletree Hotel 5400 Computer Dr., Westboro, MA

PUBLISHER Thomas Greco (tgp22@verizon.net) MANAGING EDITOR Alicia Figurelli (tgp2@verizon.net) EDITOR Joel Gausten (tgpjoel@verizon.net)

ADVERTISING DIRECTOR Norman Morano (800) 991-1995 (tgp5@verizon.net) ART DIRECTOR Lea Velocci (tgp3@verizon.net) PRODUCTION Sofia Cabrera (tgp4@verizon.net)

PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963 Advertising: (800) 991-1995 / FAX: (732) 280-6601 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 © 2014 by Thomas Greco Publishing, Inc. Cover image ©www.istockphoto.com/Sintez

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE COMMITTEE

FEBRUARY 2014 February 11, 2014 AASP/MA MidState Chapter Meeting Doubletree Hotel 5400 Computer Dr., Westboro, MA

PRESIDENT Paul Hendricks VICE PRESIDENT Molly Brodeur SECRETARY Gary Cloutier ACTING TREASURER Molly Brodeur IMMEDIATE PAST PRESIDENT Rick Starbard

AASP/MA STATEWIDE DIRECTORS

MARCH 2014 March 11, 2014 AASP/MA Statewide Meeting Doubletree Hotel 5400 Computer Dr., Westboro, MA March 21, 22, 23, 2014 AASP/NJ’s NORTHEAST® Automotive Services Show Meadowlands Exposition Center 355 Plaza Dr., Secaucus, NJ www.aaspnjnortheast.com for more information

COLLISION DIVISION DIRECTOR Adam Ioakim ASSOCIATE DIVISION DIRECTOR Don Cushing

AASP/MA CHAPTER DIRECTORS N/E CHAPTER COLLISION DIRECTOR Alex Falzone S/E CHAPTER COLLISION DIRECTOR Kevin Gallerani S/E CHAPTER MECHANICAL DIRECTOR Michael Penacho MIDSTATE CHAPTER COLLISION DIRECTOR Tom Ricci MIDSTATE CHAPTER MECHANICAL DIRECTOR Justin Forkuo WESTERN CHAPTER COLLISION DIRECTOR Peter Langone WESTERN CHAPTER MECHANICAL DIRECTOR Ed Nalewanski

AASP/MA EXECUTIVE DIRECTOR

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

Please note new phone/fax numbers!

Jillian M. Zywien Lynch Associates, Inc. Phone: (617) 574-0741 Fax: (617) 695-0173 Email: jzywien@lynchassociates.net

WWW.AASPMA.ORG New England Automotive Report January 2014 7

PRESIDENT’S MESSAGE

A Year to Remember I hope that all of our members and readership are having a happy and healthy New Year so far. If you’re like me, you ended 2013 on a very busy note thanks to a minor pre-Christmas snow storm. Here’s hoping that 2014 brings just as many jobs through our doors!

As we wipe the slate clean and start fresh for the New Year, AASP/MA is poised to make some major changes. First and foremost, I have to bid a fond farewell to our own Joann Nalewanski, who recently announced her retirement as event coordinator for AASP/MA’s Annual Casino

Night after six incredible years. Joann has helped elevate our annual fundraiser to become the pinnacle event of AASP/MA’s year, and has succeeded in bringing together members, vendors and supporters in the spirit of camaraderie and industry unity time and time again. As she steps down, we salute her dedication and tireless efforts, which have yielded truly spectacular results for the Massachusetts repair industry at-large. Joann, thank you so much.

The officers of AASP/MA recently gathered to discuss our goals and longterm “wish list” for the future at an association strategy session, the results of which can be seen in the pages of this very issue. Our association will be focused on making some pivotal changes both internally and industry-wide over the next three years, from the revamping of our logo to more sweeping change at the Capitol. To learn more about our goals and hopes for the future, as well as some great things we’ve already got cooking presently, I urge you to read this month’s cover story (pg. 42) and Industry Roundtable feature (pg. 25). Not only might you learn something you didn’t know before about your association, but better yet, you may find you’re able to help us achieve our goals. We welcome all assistance from our members and supporters, and no efforts are too small! Please contact Executive Director Jillian Zywien if you’d like further information about helping AASP/MA out on Beacon Hill or anywhere that change is needed.

Let’s make 2014 a year to remember!

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA President Paul Hendricks is the owner of Hendricks Auto Body in Uxbridge. MA. He can be reached at (508) 278-6066 or oldcars277@aol.com.

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

AASP/MA: Building the Success of the Auto Repair Industry Happy New Year, Members!

Since my last report, AASP/MA’s Board of Directors participated in a strategic planning session to clearly define the association’s mission statement, vision and initiatives. The intent is to deliver to our members a clear understanding of our direction from 2014 through 2017. We have also been visiting each Chapter to discuss the details of AASP/MA’s strategic plan and receive feedback from our members. The results have been positive, and details of the plan can be found on our website under the “About” tab, as well as in the pages of this very magazine. You will find that the association’s new mission, vision and future goals will closely align with your own business objectives.

One of the most important objectives defined in our plan was a need for a functioning ADALB. After months of 10-minutelong meetings, there is finally news to report! The ADALB has suggested they may be rewriting the regulations to fix archaic language and practices, align the regulations to current the business climate and ensure the Board is functioning at its full

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potential. This has opened a door for the association to play an active role in making sure current regulations are strictly and fairly enforced. At the time of this writing, our Legislative Committee has set up a meeting to identify areas of concern and submit our suggestions to the Division of Insurance and the ADALB. We look forward to working with both agencies to ensure effective change.

The association has also rolled out several new member benefit programs that were many months in the making. You will find a detailed explanation of these offerings in this month’s cover story. These new programs have been designed to not only save members money, but to also improve the efficiency of member businesses. I hope you will consider participating in these benefits, as well as all of AASP/MA’s offerings. If you have an idea for a program, we welcome any input from our members and vendors.

Our Board of Directors has also approved our 2014 calendar of events, which you will find on our website under the “Events” tab. You will also find event listings for January through March on page 7 of this magazine. We want to give our members the op-

ADALB REPORT tion to plan for all of these meeting dates in advance. Please check the website for updated information and meeting content.

Each New Year offers a fresh start, and I am excited for the changes ahead.

Find out how you can get involved by contacting AASP/MA TODAY at our new local number: (617) 574-0741. Let’s make 2014 our most successful year yet in “building the success of the auto repair industry.”

Sincerely,

Jillian Zywien, Executive Director 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@ lynchassociates.net.

On December 3, the Auto Damage Appraisers Licensing Board (ADALB) hosted its first meeting since October 2 at the Division of Insurance. All Board members were in attendance for this meeting to close out the 2013 year.

As in previous meetings, the Part II exam was the only agenda item and was briefly reported on by Board member Carl Garcia (Carl’s Collision Center, Fall River).

The next Part II exam will be held on January 7 at the Holiday Inn in Taunton, MA. There will again be a review in Garcia’s shop at 3pm the day prior.

During the meeting, Board member Joe Coyne suggested that current regulations be reviewed by both the ADALB and the Division in an effort to update antiquated language, align the regulations with current business practices and make sure the ADALB is performing all duties they are empowered to.

The Board selected the following sections of regulations to be reviewed: • Conflict of interest • Contact with Claimant and Selection of repair shops • Revocation and suspension

• Conduct of appraisals • Requirements of personal inspection and photos

Per the discussion at the December 3 meeting, both CMR 211 and 212 will be reviewed by the Division of Insurance’s General Counsel and his staff. Those recommendations will be reviewed by the ADALB at their next meeting, scheduled for February 25, 2014 at 9:30am. Following this review, a notice of a hearing will be sent out for public comment and a formal hearing date will be set.

AASP/MA’s Legislative Committee has set up a meeting to review the regulations and formulate and submit our response to the Division and the ADALB. This is an important opportunity for our member shops to play an active role in the rewrite of these regulations. Please pay close attention to all future association communications as this initiative develops. If you are not a member of AASP/MA, please go to our website and join today so you will be part of these important deliberations.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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NATIONAL NEWS

RIGHT TO REPAIR SIGNED INTO LAW IN MASSACHUSETTS Massachusetts Governor Deval Patrick signed the Massachusetts Right to Repair legislation into law on November 26, ensuring that the Commonwealth’s citizens will have access to a competitive vehicle repair market.

In a recent press release by the Automotive Aftermarket Industry Association (AAIA), AAIA President and CEO Kathleen Schmatz stated, “The signing by the Governor represents a major victory for Massachusetts car owners, who took the major step last year in voting for the nation’s first Right to Repair law.

AAIA and our partner, the Coalition for Auto Repair Equality (CARE), will now devote our full attention to completing work on a memorandum of understanding with the vehicle manufacturers that is intended to ensure that motorists across the nation can enjoy the same market benefits that Massachusetts car owners now enjoy.”

The newly-signed legislation was needed in order to reconcile two laws that were on the books in Massachusetts mandating car companies provide affordable access to all tools, software and information used to repair late model computer-

controlled vehicles. The first law was the result of an agreement reached between the Massachusetts Right to Repair Coalition and the vehicle manufacturers that was passed unanimously by the state legislature in late July. The bill was approved by the legislature too late to remove a ballot measure that had been sponsored by the coalition. That ballot measure was approved in November 2012 by an overwhelming 85-15 percent margin, thus ensuring that there were two Right to Repair laws on the books in Massachusetts.

The recently-signed bill is similar to the one that passed the legislature in 2012, but includes provisions that require that information and tools be available for heavy-duty vehicles (those over 14,000 pounds). The ballot measure included these vehicles, but they had been deleted from the bill that passed the legislature. Through efforts of a coalition of aftermarket heavy-duty service providers, the state Senate adopted an amendment that restored heavy-duty vehicles back into the bill.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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LEGAL PERSPECTIVE

BACK TO THE *

BASICS: DIRECT PAYMENT PLANS REFERRAL SHOP PROVISIONS

by James A. Castleman, Esq. *This feature is the sixth installment in a series of articles giving overviews of the major laws affecting collision repair facilities in Massachusetts. Read previous parts of this series by visiting www.grecopublishing.com to view past issues.

Before the “Direct Payment” system of settling insured auto damage claims was instituted 25 years ago, the ability of insurers in Massachusetts to direct their claimants to particular repair shops was greatly limited. That, however, was changed drastically by the Auto Insurance Reform Act of 1988, which allowed insurers to develop “Direct Payment” plans for settling claims.

Under the Act, the Commissioner of Insurance had to issue regulations governing Direct Payment plans. When the Commissioner issued those regulations, a “referral shop” component for the plans was required. Yet, the Commissioner-issued regulatory requirements for referral shops were unique when compared to how referral shops or Direct Repair programs existed in the rest of the country. And if you are a referral shop for one or more insurers, have ever considered becoming a referral shop or even if you are not a referral shop but compete for business with them, then it is imperative you become aware of what the Commissioner’s regulations say about referral shops.

Regulatory Requirements for Referral Shop Lists All insurers adopting Direct Payment plans in Massachusetts must include a referral shop component and develop relationships with a group of referral repair shops that meet the dictates of the Commissioner’s regulations. Yet, according to the regulation, no Direct Payment plan (and no insurer adopting a plan) can require a claimant to have repairs made at any specific shop. Further, an insurer cannot require a claimant to have repairs made at one of their referral repair shops. The ultimate choice of where to have repairs made must always lie with the

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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claimant. However, what is not entirely clear from the regulation - and the Commissioner’s interpretation of the regulation over the years - is how far an insurer may go to try to influence a claimant to use one or more of its referral shops. (That is a topic for another article covering more than just “the basics.”)

According to the regulation, when an insurer receives notice of a claim, it must give its insured claimant a list of all registered repair shops in the state. That requirement has been modified through an interpretive Bulletin issued by the Commissioner, who requires the list contain only those registered shops located in the claimant’s county. The list can also indicate by asterisks or other markings “at least five repair shops geographically convenient for the claimant which will perform the repairs on referred claims without undue delay.” These are the insurer’s referral shops. In practice, insurers indicate all their repair shops in the county, which usually number significantly more than five.

The regulation has a provision that allows an insurer to request a waiver of the five-shop requirement from the Commissioner, but I am unaware of any insurer actually requesting such a waiver, certainly not within the past 20 years. An insurer may not give a claimant a separate list of only its referral shops.

The list of all registered repair shops is to be updated quarterly by the Automobile Insurers Bureau of Massachusetts (AIB) from records of the Division of Standards, which oversees the registration of shops. The AIB is an insurance industry organization that represents the auto insurance industry in the state in various regulatory proceedings, and which also provides statistical and actuarial forms and other support for its member carriers. Auto insurers must use the AIB list of registered shops to give to their insureds.

Requirements for Referral Shops Massachusetts requires insurers to accept almost all shops as referral shops if they meet certain minimal requirements. Essentially, insurers have to accept all registered shops “which have entered into an agreement satisfactory to the insurer, to

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(617) 574-0741 / jzywien@lynchassociates.net New England Automotive Report January 2014 19

LEGAL PERSPECTIVE complete repairs for claimants referred by the insurer without undue delay, for the amount of the direct payment to the insured plus any applicable deductible, plus any supplemental payment authorized by the insurer.” So, referral shops do have to enter into a written contract with their referring insurer, and they have to contractually agree to perform repairs for the amount eventually allowed by the referring insurer, less only the deductible.

Any dispute as to the appraised cost of repairs has to be resolved between a referral shop and its referring insurer, without getting the claimant involved.

There are some questions left open by the regulation: What if the shop believes that repairs should be made in a manner different than that written by the insurer? How are betterment deductions for wear items to be treated? What is the effect of the claimant not wanting the repair shop to perform some of the repairs? Again, these are topics for other articles, but they are issues that you should be aware exist.

Insurers can use certain criteria to determine which shops they should accept as referral shops. The regulation sets out what those criteria are, and mandates that insurers must use these criteria, and only these criteria: “[T]he quality and cost of repairs at a particular shop, the quality of the service given the customer, the responsiveness of the shop to the customer’s needs, the ability of the shop to perform repairs without undue delay, the geographic convenience of the shop for the claimant, cooperation of the shop with the pre- and post-repair inspections and the shop’s compliance with applicable laws and regulations.”

Some of the specified criteria are subjective; i.e., how is an insurer to determine the “quality” of repairs made by a particular shop, or their “quality” of service? In light of this, the regulation further requires each insurer to develop its own individual written guidelines for applying the criteria. Bizarrely (in my opinion), an insurer’s guidelines for determining whether a shop meets the criteria do not have to be made known to a shop when it is deciding whether or not to become a referral shop for the insurer. The guidelines do have to be made known to the Commissioner upon request, however, and also have to be made known to a shop that is denied placement on the insurer’s referral list or which the insurer intends to try to remove from its list.

Protections for Referral Shops As noted above, insurers must accept a repair shop as a referral shop if the shop wants to be a referral shop for the insurer, meets the insurer’s criteria for being a referral shop and signs the insurer’s contract. An insurer can deny a shop placement on its referral list or remove a shop from its referral list only if it files a statement with the Commissioner of Insurance, specifying how the shop failed to meet the requirements of the insurer’s plan or violated its referral contract.

A repair shop that believes that it has been improperly denied placement on, or removed from, an insurer’s list has the right to demand arbitration of the issue. The arbitration is 20 January 2014 New England Automotive Report

conducted by a single neutral arbitrator jointly chosen by the shop and the insurer. If the parties are unable to agree on an arbitrator within 21 days, then the Commissioner chooses the person to conduct the arbitration. Generally, the parties equally bear the costs of the arbitration, but the losing party may be responsible for “costs.” If the arbitrator determines that one party acted in bad faith, then he or she may order the losing party to pay the other party’s attorney fees. The arbitrator’s decision is final; no appeal is allowed. On the other hand, the arbitrator can only make a determination of whether a shop was improperly denied placement on or improperly removed from a referral list; he or she cannot make any award of damages.

For what it’s worth, I know from personal experience that the arbitration provisions of the regulation can and do work for a shop that believes that an insurer acted improperly.

The Insurer’s Guarantee If a claimant has repairs made at an insurer’s referral shop, then the insurer is required to guarantee the “quality of the materials and workmanship used” in the making of the repairs. The guarantee by the insurer is mandatory, and is in addition to any guarantee of the repair shop or parts manufacturer.

In my opinion, this is a major obligation for auto insurers in Massachusetts, particularly since insurers are required to accept almost all repair shops as referral shops. This is tempered somewhat by the regulation’s provision that an insurer’s referral shop contract can require the shop to indemnify it for any costs associated with the insurer’s guarantee. But between the claimant and the insurer, the guarantee is direct.

Miscellaneous Referral Shop Provisions The governing regulation also has a few additional provisions related to referral shops. One is that, when conducting required reinspections of repaired vehicles, insurers cannot consider whether repairs were made by a referral shop or by an independent shop when determining what vehicles to reinspect.

Additionally, there are provisions in the regulation that make it a conflict of interest for a shop to give any employee or agent of an insurer a “payment, gift or any other thing of value” in order to become a referral shop. By the same token, it is also provided that no employee or agent of an insurer can ask a shop to give it anything of value as a condition of becoming a referral shop.

But for purposes of the regulation, “[a] discount on parts, glass, Labor Rate or other item or customer service in connection with the repair of motor vehicles offered by a repair shop to an insurer” is not prohibited.

Other parts of the Direct Payment regulations set out certain information that insurers are required to disclose in writing to all claimants. Among those disclosures are two relating to referral shops: (1) The claimant “may choose to have repairs made at any repair shop, whether or not the shop is an insurer’s referral shop;” and (2) If the claimant chooses to utilize an insurer’s referral shop, then “the insurer will guarantee the materials and workmanship of the repair, and the cost of the continued on pg. 62

VENDOR SPOTLIGHT

TRUE CAMARADERIE: Sarat Ford-Lincoln Helps AASP/MA Move Forward A longtime member of AASP/MA who has served as a Sustaining Sponsor since 2007, Sarat Ford-Lincoln in Agawam is one of the Commonwealth collision industry’s closest allies. The company has a long history of sponsoring AASP/MA events like the hugely successful Clambake, while it is not uncommon to see dealership owner John “Jack” Sarat attend association gatherings and lend his personal support.

Celebrating their 85th year in operation in 2014, Sarat FordLincoln currently boasts an $800,000 inventory in high-quality mechanical and collision parts. Up an impressive 25 percent since 2012, this stock is delivered daily to a wide service area that includes western Massachusetts and northern Connecticut.

“If a part is on our shelves, you’re going to have it that day nine times out of 10,” says Sarat Ford-Lincoln Parts Manager Jim Loomis, who has been in his current position since 1992.

In the spring of 2012, Sarat Ford-Lincoln took a substantial step forward in their services by introducing an extensive $160,000 powertrain product line to its parts offerings. Not surprisingly, these products (engines, transmissions, etc.) continue to elicit a fantastic response from Massachusetts repairers.

Later that year, the dealership added an eight-bay truck service center that has been fully operational since January 2013.

Despite the ups and downs hitting a variety of automotive businesses in today’s economy, Loomis has seen his wholesale operation consistently grow even during difficult times. In fact, business grew five percent in 2013.

“I think the name on the door has a lot to do with it,” he says. “We’ve been very successful this year in getting cars out into the market, whether they’re new or used, and getting those customers coming back to us. The more units in operation out

there in the area, the more business we’re going to get, whether it be retail, wholesale or service.”

As a way to give back to his loyal parts customers, Loomis enters any shop that spends $50 or more a month into a special drawing for a $100 Pride Gas Station gift card. Additionally, his department offers “hot shot deliveries” every Tuesday through Thursday.

In addition to utilizing RepairLink, a unique online catalog that allows customers to look up parts and submit orders electronically, Sarat Ford-Lincoln utilizes OEConnection’s CollisionLink system.

“It would be in the best interest of anyone who does business with us to use CollisionLink,” Loomis offers. “There are benefits where you can meet aftermarket pricing. The program makes it enticing for shops to put OE parts on the car.”

Looking ahead, Loomis is confident that Sarat Ford-Lincoln will continue to grow its customer base despite heightened competition in the industry.

“What happens nowadays is people get focused on price rather than service,” he says. “Some places are just giving stuff away to get the business. Some parts departments are coming in and saying, ‘Hey, you give us business for the first two months, and we’ll sell you everything at dealer cost. After that, we’ll give you a high percentage off.’”

Loomis cautions his body shop friends that dealers that use such sales gimmicks won’t be around forever.

“It’s going to hurt these dealers in the long run,” he says.

“To me, volume is not necessarily everything. You still have to employ all your people. If you can’t pay your help, you’re all done.”

The Sarat Ford-Lincoln parts team: (Top Row, L-R) Bob Bartnik, driver; Bob Beauchene, driver; Brian LaBorde, driver; Chad Farham, road sales.

(Bottom Row, L-R) Rachel Loomis, parts counter; Mike Olson, parts counter; Mike Barbarisi, parts counter; Tony Mileskie, wholesale; Corey Weeks, parts counter; Ray Dagenais, assistant parts manager.

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Sarat Ford-Lincoln Parts Manager Jim Loomis.

With AASP/MA gearing up for an exciting year, Loomis and Sarat Ford-Lincoln look forward to supporting the association as it works to achieve its goals.

“We’ll try to do anything we can for them,” he says. “We’re all in this automotive industry together. Just showing them that you care and are there for them means a lot.”

For more information on the Sarat Ford-Lincoln parts department, please call (413) 786-4474.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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FEATURE

image ©www.istockphoto.com/aerogondo

The value derived from being part of an industry association is indisputable. Membership in a trade group can bring critical information, professional camaradarie and access to the latest industry updates to shop owners’ fingertips, while keeping them both relevant and successful in a constantly changing landscape. For many industry professionals, association membership is part of what makes him or her a great businessperson.

But what makes the leading associations across the country tick? What are their goals, both for their individual memberships and the industry as a whole? Recently, New England Automotive Report sat down with several state associations from across the nation to learn just that. Join us for an invigorating dialogue on each group’s commitment to their membership, their drive toward future endeavors and philosophies on the collision repair trade in general.

How would you sum up the automotive repair industry during the past year?

AASP/MA: There are several items that have been sweeping themes throughout the industry over the past year. First, technology: The cars do everything but fill their own tanks these days! As a whole, the vehicles are changing so rapidly, and we are facing a shortage of help to fix them. Over the past year, we’ve also noticed an increasing number of shops seeking legal advice in order to get properly compensated for the work they do. This is something we never even thought of! Shops are starting to get to a breaking point. In addition to seeking legal advice, there are many businesses out there that are becoming more and more vocal in their opposition to the DRP model, as insurance companies try to become more heavily involved in the repair process. Many shops are starting to realize that, in some cases, they are running their business for another industry altogether.

AASP/NJ: Over the past year, I’ve seen the auto repair industry face a number of challenges and changes to the way they do business. And yet, I see them continuing to stand strong, and invoking positive change nationwide.

AASP-MN: 2013 has really been a great year for us as an association and for our members. The shops have stayed consistently busy throughout the year. AASP-MN enjoyed legislative success, great attendance at events, a 94-percent retention rate and will end the year with membership growth of more than five percent.

WACTAL: In general, we have found that as 2013 drew to a close, sales are roughly the same; however, profits among members were down a bit.

WMABA: Over the past 12 months, I’ve witnessed the automotive repair industry becoming an increasingly worrisome place.

Our members are facing shrinking profit margins combined with New England Automotive Report January 2014 25

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FEATURE constantly changing vehicle technology and mounting insurer pressure to use aftermarket, used or reconditioned parts on new vehicles, not to mention pressure to perform repair processes that they don’t necessarily agree with. I would say the term ‘worrisome’ is an accurate one.

those in the collision repair industry.

WMABA: Two issues that WMABA feels will affect the industry majorly in the immediate and long-term future are education and insurer mandates. The need for continuous high-quality training should already be a priority for automotive repairers. As the technology continues to evolve on these vehicles, those who do not make the commitment to better themselves through industry training will quickly be left behind. Of course, insurer mandates also stand to have a huge impact on the entire auto repair supply chain, as well. PartsTrader, for example, has already forced its way into numerous markets in spite of mostly negative feedback from those using it, and it’s only a matter of time before other insurers follow suit and implement their own similar platforms mandating the use of specific suppliers for parts, paint, materials, you name it.

What are the issues that you feel could have a major impact on the industry in 2014 and beyond?

AASP/MA: I see repair standards taking center stage in the near and long-term future for our industry. It’s a crucial topic, plain and simple; we need to be repairing these cars properly. The manufacturer-approved standards do exist, and we can get our hands on them. The major repair associations are in agreement that this should be a priority. Increasing vehicle technology and the necessary certifications to handle them will become a huge issue in the future, as the Mom and Pops who cannot or will not evolve begin to be phased out of business, and those who do make the financial and time investments take their place. Sadly, What is your association’s position on the concept of inthe small shops will not all surer-mandated parts prohave the resources to make curement (i.e., PartsTrader, THE PLAYERS: these repairs, or even to attend etc.)?

Alliance of Automotive Service Providers of Massachusetts training or purchase the equipAASP/MA: Quite simply, we are (AASP/MA) President Paul Hendricks ment necessary to do so.

100 percent against insurermandated procurement proAlliance of Automotive Service Providers of New Jersey AASP/NJ: Insurer-mandated grams. The concept of having (AASP/NJ) President Jeff McDowell parts procurement is, of an insurer forcing you to buy course, a huge issue for all anything from one specific loAlliance of Automotive Service Provideres of Minnesota areas of the repair industry, cation or vendor is so com(AASP-MN) Executive Director Judell Anderson, AAM, CAE from the small shops to the pletely against anti-trust huge dealership parts departregulations already in place. It Wisconsin Auto Collision Technicians Association Ltd. ments. If platforms like Parthasn’t hit home yet in Massa(WACTAL) President Art Krolikowski; Vice President Larry sTrader become the norm in chusetts, but we would be kidTerrien; Secretary Ronnie Goss the industry, everything about ding ourselves to think that it the way we perform repairs will won’t. In terms of PartsTrader in Washington Metropolitan Auto Body change. Vehicle technology particular, I have not heard any Association (WMABA) President Don Beaver continues to be a very imporpositive feedback on the protant issue to watch, as well. gram from anyone other than Safety features like collision avoidance, for example, are intri- the insurer itself. I believe PartsTrader is just the beginning – cately technical and will require new processes, skills and equip- the insurers are attempting to interfere with every aspect of our ment to repair properly and safely. Repairers will need to work on business. State Farm isn’t the only one trying this by a long shot. these cars in a much more interactive way than they have in the They’re all trying their hand in controlling our industry, and nopast. body should be able to tell a shop where to buy their parts, their paint, anything.

AASP-MN: Insurers continue to come up with new and evermore intrusive ways to micromanage the repair process and business AASP/NJ: We find insurer-mandated parts procurement platoperations of the shops. It is certainly an issue for our members forms, PartsTrader or otherwise, 100-percent unacceptable in currently, and I don’t see it changing in the near future. As an any form. industry, it’s imperative that we remain vigilant and stand our ground. Secondly, advancements in vehicle technology will con- AASP-MN: We are adamantly opposed to PartsTrader and any tinue to be an ongoing challenge for our members, as well. insurer-mandated program in general. AASP-MN is presently working on enforcement of legislation already in place in MinWACTAL: PartsTrader and insurer-mandated parts procurement nesota that would prevent PartsTrader from being mandated in programs are by far the most controversial issues affecting the our area, as it restricts market options for parts procurement. industry. The practices of insurers not following [and not paying We are fighting to make sure that PartsTrader and any similar for] P-Page procedures and recognized and recommended re- programs are not allowed to be required in Minnesota. pair procedures affect our members now and into the future, as well. Additionally, the Affordable Care Act [ACA] and its impact WACTAL: The Wisconsin Auto Collision Technicians Association on businesses and individuals is a concern for everyone, not just Ltd. [WACTAL] urges shops to think seriously of the impact on 28 January 2014

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“

”

Getting ‘fresh blood’ into this industry will always be an issue.

The schools – and we as an industry, for that matter – really need to do a better job of promoting this trade as a great place to work for our students.

excited to be in the room having these discussions. We are moving forward in the legislative arena, with experienced people backing our goals.

AASP/NJ: AASP/NJ has a good presence at the Capitol in both the Assembly and the Senate, with various successes over the years. Most recently, the association was instrumental in preventing mobile repair shops from entering the state, which could have had a hugely negative impact on the collision repair industry in New Jersey.

- AASP/MA President Paul Hendricks

their business, their future in the collision repair industry and the industry as a whole when considering State Farm’s PartsTrader program. Contracts should benefit all parties that agree to the terms within. Contracts with insurers have created oppression and control upon our industry and have also caused some to lose sight of the real customer: The vehicle owner. The PartsTrader program is another example of insurance companies trying to force their way into the process of repairing the customer’s vehicle. Insurers should not be involved in any way with the parts purchasing process, nor any other part of the collision repair process. State Farm says PartsTrader will be a ‘winwin’ for the collision shop, the parts supplier, the customer and the insurance company, yet there’s no win for collision repairers, parts suppliers or consumers. WACTAL believes that the PartsTrader program will increase cycle time, increase administrative costs, decrease supplier participation and create oppression and control on our industry. Therefore, the WACTAL Board of Directors goes on record opposing State Farm and PartsTrader practices.

WMABA: WMABA’s opinion of insurer-mandated parts procurement is that it is an absolute nightmare, from both a consumer and collision repairer standpoint. Mandating the use of a particular product, service or system removes the ability of a shop to be flexible and fluid during the repair process, and saddles them with unnecessary, unwanted and cumbersome processes.

PartsTrader in particular increases cycle time, reduces profits for the collision shop and creates administrative bottlenecks.

There are many good part procurement programs out there that do expedite the repair parts ordering process; PartsTrader is not one of them.

How active is your association in the political/regulatory arena?

AASP/MA: We have become very active in the Legislature thanks in part to aligning with Lynch Associates. Lynch, who provides lobbying, administrative and consulting services to our association - as well as the leadership of Executive Director Jillian Zywien - has many great contacts on Beacon Hill, and has facilitated some great meetings for us in recent months with Insurance Commissioner Joseph Murphy and the Commonwealth Auto Reinsurers group [CAR] to voice our concerns and initiatives as an association. We’ve never had an audience with entities like this before, and regardless of the outcome, we are very

AASP-MN: We are extremely active legislatively. We have a great lobbyist in place who has worked with AASP-MN for many years, and is in tune with our association’s goals and needs. We’ve experienced a number of successes in the legislative arena and will continue to work in both the legislative and regulatory sectors to protect and advance the interest of our members.

WACTAL: WACTAL has and continues to address appropriate industry issues through the legislative process. Other issues and concerns are addressed with state agencies such as the Office of the Commissioner of Insurance, Department of Agriculture, Trade and Consumer Protection, Department of Natural Resources and Workers Compensation Rating Bureau. Currently, there is a bill pending in the state assembly that clearly states that a consumer has the right to select the motor vehicle repair facility of his or her choice.

WMABA: Our association is very active in the legislative arena, in both Maryland and Virginia. Without tipping our hand, I’ll just say that there are some good things in the works and when the time comes, we will need the support and voices of our members to jump in feet-first with us.

Reaching out to consumers is always an important goal for any auto body association. What are some methods you use to better inform the motoring public of their choices and rights during the repair process?

AASP/MA: I don’t think we reach out to consumers as well as we should, but we are working on improving that. Our website, www.aaspma.org, is very consumer-friendly, and provides some great facts and tips to help spread information to both shops and drivers alike. Years ago, we did do a consumer-targeted marketing campaign in local newspapers and on radio stations, informing the public about the importance of choosing a repair shop. We would love to start that up again in the future to help increase our community outreach.

AASP/NJ: As an association, I feel this is an area where we could improve. I don’t think we do as good of a job of giving information to the motoring public as we should. However, where we do excel is in distributing information to our Board of Directors and members through our magazine, our trade show and various trainings and meetings. This helps our members share the information with their customers and be individual advocates for their consumers’ rights.

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FEATURE AASP-MN: AASP-MN has information available on our website for both repairers and consumers, but it is not presently an association priority to reach out directly to consumers. The shops are the ones seeing motorists on a daily basis, and are in a better position to share and spread information. So, our strategy is to provide our members with various tools to help them educate and inform their customers about their rights in the claims-handling and repair process.

WACTAL: WACTAL has a ‘Motorists’ Bill of Rights’ brochure in place to better communicate with the motoring public. The brochure takes time to personally explain consumer rights and choices to each and every customer.

WMABA: WMABA is committed to consumer awareness. Our recently revamped website, www.wmaba.com, is a great source for consumer information. We are also taking advantage of the recent social media explosion over the past few years, and communicate with our members and the motoring public in our area through our Facebook, Twitter and YouTube pages. We encourage WMABA members and the customers who go in and out of our shops every day to ‘like’ us and share our pages for real-time updates on WMABA activities and announcements.

When you “talk shop” with members, what topics come up the most?

AASP/MA: The topics of conversation are frequently the same: Aftermarket parts, Labor Rate suppression and the lack of quality help are the concerns I hear being voiced by our members most often. Lately, many have been having problems with the “prevailing rate” being told to them by various insurers. If you deal with four insurance companies, for example, you might be given four different figures of what the prevailing rate – or in other words, the rate the particular insurer is willing to pay the shop – is in the area. It can be incredibly frustrating.

AASP/NJ: I’ve been talking about this industry for 50 years, and after five decades I still hear the same topics coming up over and over again when talking with shops locally or nationally: Steering and Labor Rate suppression. The intricacies of the issues may change over the years, but those are still the two biggest issues after all these years.

AASP-MN: We actually just conducted a member survey to get a better sense of the issues affecting shops throughout the state.

The top responses were insurer control, finding quality help and keeping up with vehicle technology.

WACTAL: It goes without saying: PartsTrader is by far the most discussed topic. Of course, dealing with insurance companies in general – not paying for certain items, suppression of labor and material rates, etc. – continues to be brought up by our members.

WMABA: In recent months, I’d have to say that the most common topic of discussion has been PartsTrader, but even with so much discussion on insurer mandates, there is always shortpays and no-pays by insurers as a close runner-up. Additional 30 January 2014 New England Automotive Report

topics of concern are the failure of insurers to recognize repair requirements and procedures and insurers’ attempts to take repair decisions away from the facilities, who are not only the real experts in the repair situation, but also the ones who will ultimately be on the hook in terms of liability.

What do you think motivates an automotive repairer?

AASP/MA: I think what motivates many of our members is the challenge and the thrill of a job well done. There is a passion and satisfaction in looking at where you started compared to where you end up on a job. That’s what our drive is – as well as the independence of running our own businesses and making our customers whole again.

AASP/NJ: Personally, the creative process involved in performing a quality repair is what motivates me. I am still fascinated by the finished product and the art of taking something damaged and bringing it back to its former condition. I think that’s probably true for many repairers out there. From a business standpoint, sure, there are some guys in it just for the money. But if you’re a smaller shop like me – and there are many of us – people in our situations aren’t just in it for the profits. It’s an art.

AASP-MN: Most AASP-MN members are ‘car guys.’ Not only do they love the actual work of restoring a vehicle and returning it safely to the road for years to come, but they also get great pleasure from creating happy and satisfied customers in the process.

WACTAL: From a shop owner’s prospective, the motivation exists in helping people in a time of need. There’s nothing that can replace the look of gratitude on customers’ faces when they see their vehicle for the first time after repairs. Something that motivates technicians is producing good quality work, and having a clean, well-equipped facility in which to produce that quality repair. Availability of training, good pay and benefits are always driving factors, too.

WMABA: For many, many years, I thought what motivated collision repairers was the love of what we do, the challenge of taking a wrecked vehicle and repairing it to the point of ‘like it never even happened.’ These days, I’m not so sure. I know that, for me, I do what I do after all these years and experiences because I love this industry, and it’s been good to my family and me. I see some shops that give the impression of it being all about the money, and it’s certainly a big part of it for me, too…but it can’t be all about the money. Safety and quality have to always come first, and can never be compromised. At the end of the day, you have to be passionate about what you do.

With the educational system emphasizing college for all students, where do you think the next generation of automotive repairers will come from?

AASP/MA: Getting ‘fresh blood’ into this industry is always going to be an issue. There will always be some who continue because they love working with their hands, or love tinkering with a car, and there will always be a few who are interested in working their way up the ranks to finally own their own shop one day. But the schools – and we as an industry, for that matter – really need to

do a better job of promoting this trade as a great place for our students to work.

Schools have talented, malleable kids going through their programs, and they don’t always do a great job of placement for these students after graduation, or of establishing cooperative programs while they’re still in the school. So these kids graduate and are left out there, with little to no guidance on how to succeed, and they end up working in another industry to get by. It’s on us, too – we’re the ones who need skilled help the most. We need to be fostering relationships with the schools - maybe opening up our doors to current students and going to speak at a Career Day - to keep this industry going.

AASP/NJ: It’s a sad commentary on the country and our youth, but I feel that eventually, new generations of trade labor are going to have to come from outsourced countries. Don’t get me wrong; the trades are still alive out there, but skilled labor is getting harder and harder to come by. And unfortunately, some of the people coming out of the trade

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FEATURE

EDUCATION FOR THE

REAL WORLD Inside Assabet Valley Regional Technical High School

by Joel Gausten

If you ever need proof that vocational schools provide genuine value to the collision repair industry, take a look at Assabet Valley Regional Technical High School.

For decades, the Marlborough-based institution has supplied the Commonwealth auto repair community with high-quality professionals. The school’s Automotive Collision section thrives through direct input from the industry via an active Advisory Committee and extensive co-op program.

An Assabet graduate who has taught at the school for the past 15 years, Automotive Collision Instructor Ken Stukonis feels that the school succeeds through a dual commitment to promoting technical skills and academics.

“We’re right up there with anyone in this area as far as our NECAP [New England Common Assessment Program] scores,” he says. “We have 50 percent of our kids going to college.”

Unsurprisingly, this move to incorporate more traditional education into the vocational program has led to changes in the student demographic. Currently, Stukonis has four young women in the junior class, five girls in the sophomore class and three females in his senior class.

“We’re almost at a 50 percent male-to-female ratio at our school, which before was more 75-25,” he says.

Stukonis’ fellow Collision Technology Instructor Robert Riggieri credits the program’s Advisory Committee for keeping the school’s goals moving in the right direction.

“We meet on a regular basis to get their input on what we should be teaching [students] and what we should have for equipment,” he says. “It’s huge for us to be involved with them.”

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and other exercises that would help students feel more at home once they enter the field.

“I want [students] to learn to be comfortable with strangers, so when they get out on a job site, they’re not afraid,” he says.

As of this writing, the Assabet school is about one-third of the way through a major $62 million renovation project that will bring a state-of-the-art paint booth and new lighting, windows, energy-efficient heating systems and doors to the shop’s inhouse repair facility. These technological upgrades will undoubtedly help the school gain further support and interest from parents – especially as economic woes on the national front continue to negatively impact traditional white-collar trades.

“There has been a refined interest in vocational technical education,” explains Assabet Principal Mark Hollick. “More people are looking at options. College is extremely expensive, and there are many kids coming out of comprehensive high schools who have what I would call ‘zero skills.’ They have no real-life experience; they don’t know the difference between a socket set and a screwdriver or a hammer. They don’t know how to adapt or apply the skills like Assabet kids do. So many people finish college – whether it be a two-year degree or four-year degree – and are basically unemployable because they have no skills or work ethic.”

Of course, there are several former Assabet students using their skills and work ethics to great success. For more than three decades, Body & Paint Center in Hudson has regularly employed Assabet students who first worked at the shop through the school’s co-op program. Currently, shop owner Tom Ricci boasts seven Assabet graduates whose professional experience ranges from 31 years (production manager Jose Chaves) to less than a

Top (in blue): Assabet graduates and current Body & Paint team members (left to right): Luis DeLeon, Alex Rodrigues, Jay Wurlitzer, John Resendes, Paul Medeiros and (bottom left) Jeffrey Pelletier.

Middle: Assabet Collision Repair Instructors Robert Riggieri (left) and Ken Stukonis.

Bottom: Assabet graduate Jose Chaves has been with Body & Paint Center in Hudson for more than 30 years.

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FEATURE

year (technician Alex Rodrigues). Head painter Luis DeLeon came straight to the shop from Assabet a little over five years ago after succeeding at the facility during his co-op.

“A lot of my friends who have worked at other shops told me that it was really hard to get an opportunity to actually spray the gun and have the owner let you spray a whole car, but [Body & Paint Center] gave me a shot,” he says. “I was good at what I did, and Tom gave me the position.”

The shop’s latest addition, Rodrigues joined Ricci’s team to further develop his love of repairing automobiles.

“I like doing body work; it’s easy for me,” he says. “This was the first trade I chose. [Mr. Stukonis] knew I was going to do well.”

A body tech at the shop since his sophomore year in 1999, 31-year-old Jeffrey Pelletier has continued to broaden his horizons since joining the business full time in 2002.

“The co-op helping you get into a shop while you’re still at school is a huge benefit,” he offers.

In addition to taking I-CAR classes, Pelletier is actively involved in estimating courses in the hopes of getting his appraiser license.

“Even now, I’m always learning new things,” he says.

For 17-year-old Assabet junior Hailey Escobar, every day is a new opportunity to grow in her field of endeavor. While still a sophomore, she signed on to work at Ricci’s shop last summer, performing a variety of duties including prepping cars, painting bumpers and mixing paint. An avid car enthusiast, Escobar is the first member of her family to pursue an education in automotive repair.

“I was interested in learning how to paint and taking something that’s all messed up and making it look brand new,” he recalls. “I thought that was really interesting.”

Once in Ricci’s shop, she experienced some intriguing differences between learning at Assabet and applying her skills on 36 January 2014 New England Automotive Report

the floor of a real-world collision repair shop.

“It’s a lot more fast-paced, so you have to learn how to keep up with everybody,” she shares. “It’s also supportive in a different way because these people have been in the industry for a very long time; some of them even started here at Assabet. To hear their stories and see how they work, and to have them support me and teach me new things, was really interesting. I learned how to be more effective in a body shop. I also learned what it was like working at a real business outside of school. You are more responsible for your job; you have to be professional at all times.”

In addition to her work at Assabet and Body & Paint Center, Escobar found time to restore her own vehicle – a ’66 Mustang she purchased from a neighbor. Although she painted it a temporary red, she hopes to paint it her preferred color – baby blue – later this year.

“It came a long way from where it started,” she says.

Naturally, Ricci is greatly impressed by Escobar’s commitment and talents at this stage in her development.

“In her sophomore year, she had already completed a restoration on her car,” he says. “Most of us didn’t get there until we were a senior or later. I was floored by that.”

Asked to offer words of advice to other young students interested in pursuing the repair field, Escobar is clear that the truest key to success is the desire to always explore new things.

“Be confident in your abilities as a body person and be able to open up and learn new techniques,” she says. “Have an open mind to the possibilities of being in this industry.”

Of course, any co-op or entry level position offered to a student will only succeed if shop owners keep open minds as well.

Although life in the collision repair business in 2014 is fastpaced with increasingly high demands, owners must not forget that the eager young kids who walk through their doors are beginners in need of guidance. In order to keep kids interested and

17-year-old Hailey Escobar is showing incredible promise in and out of the classroom, as evident in the quality of her '66 Mustang. enthusiastic in the trade long enough for them to comprise tomorrow’s professional workforce, realistic expectations from the shops’ more seasoned personnel are crucial.

“We do have all the equipment and technology, but we’re still catering to entry-level skills,” offers Stukonis. “If they can leave with entry-level skills, those are employable skills. That’s really what we’re looking to do with these kids.”

“There are a few kids who come out of school and just have a natural talent for it, but don’t forget that you have to start with basics,” comments Body & Paint Center Estimator Paul Medeiros, an Assabet graduate who has been with the shop more than two decades. “Give them those basics, but challenge them and keep working with them. You’re not going to have a kid come out of school and do a four-hour dent in two hours. Have patience with them.”

One of the area’s most active employers of Assabet talent, Ricci advises his fellow shop owners to look at incoming entrylevel talent as an investment.

“It’s similar to the stock market,” he says. “If you put your money in the stock market today, you wouldn’t expect much return in two months. You’re looking for the long-term return. That’s exactly the way to look at it. We have to invest in ourselves. We can’t just say, ‘Oh, this kid doesn’t know how to take a car apart, put a frame together or take a motor out.’”

And don’t think for a minute that Ricci doesn’t know what he’s talking about when it comes to vocational school kids.

“When I got hired to work for the first time, I was replacing a sixth-year guy,” he remembers. “Was I expected to be able to do what he did? I don’t think so.”

While no shop should expect a new kid to be a master repair pro overnight, there is at least one thing they’d like to see students be aware of when they enter the field: Speed.

“At school, you might work on one car for a month; here, I have to paint 30 cars in one week!” offers DeLeon. “You have to

figure out how to move a lot quicker without making errors.”

“You’re going to have to work in this field,” adds body tech John Resendes, a 1991 Assabet grad who has worked at Ricci’s shop since 2012. “It’s not an easy field, but it pays the bills.”

It can also keep those bills paid for a long time. Ricci’s longest-running team member, Production Manager Jose Chaves, was the first student to make the transition from co-op kid to Body & Paint Center employee. He first arrived at the shop at the suggestion of then-Assabet Instructor Arthur Balthazar, who encouraged Ricci to give his student – and the co-op concept – a chance. Thirty-one years later, Chaves is still at his first and only industry job and remains an invaluable asset to Ricci’s operation. Naturally, he is quick to offer some straightforward words of wisdom for the next group of Assabet graduates: “The biggest thing my father told me was, ‘You may think you know everything, or [maybe] the teachers taught you one way, but when you come into work somewhere else, they may do it another way. Keep your mouth shut and do it their way if you want to survive.’”

While there is undoubtedly a technician shortage in today’s industry, the continued success of the auto body program at Assabet Valley Regional Technical High School shows that there is still plenty of hope and promise. As students prepare for the start of their professional lives, they would do well to remember these words from Assabet grad and Body & Paint Center team member Jay Wurlitzer: “Listen to whoever is teaching you whatever [skill] you’re doing, whether it’s body work or prepping. Listen to what they have to say, always ask questions and comprehend what they’re making you do.”

For more information on Assabet’s Automotive Collision program, please contact Ken Stukonis at kstukonis@assabet.org.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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COVER STORY

The Power of

PROGRESS: AASP/MA Rebrands, Moves into 2014

by Joel Gausten

If you thought 2013 was a pivotal year for AASP/MA, you ain’t seen nothin’ yet.

Fueled by a strong executive team and Board of Directors and a few slate of initiatives and programs, the association begins a new year poised to move the automotive field forward in exciting ways. From a slew of new preferred vendors to a rejuvenated focus on legislative and regulator endeavors, AASP/MA is about to provide a greater member experience than ever before.

This month, New England Automotive Report touches base with association leaders and benefit providers to gain insight into this thrilling new era for the organization and the industry it serves.

New Direction In November 2013, the AASP/MA Board of Directors and association staff joined moderator Brent Henley for a collaborative strategic planning session to cement the goals of the association and to put them into a realistic timeline over the next three years.

The primary goals of the meeting were to clearly define AASP/MA’s mission statement, vision and strategies and to provide members with a clear understanding of the association’s direction on behalf of the entire industry.

“This is the first time the Board of Directors has participated in this kind of exercise, and I believe they did a fantastic job in aligning the new plan to members’ needs,” offers AASP/MA Executive Director Jillian Zywien.

“We’re trying to do everything larger,” adds AASP/MA President Paul Hendricks. “Everything is growing.”

In addition to establishing a new mission statement (“Building the Success of the Auto Repair Industry”), the strategic planning session yielded the following Vision Statement (at right):

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AASP/MA BOARD MEMBERS WERE ASKED IF THERE WERE NO BARRIERS, WHAT WOULD THE ASSOCIATION LOOK LIKE IN 2016? WE CAME UP WITH THE FOLLOWING VISIONS: • Have a functioning ADALB • Have 500 members • Have an auto Labor Rate change and a vehicle for sustained increase.

• Strengthen participant appointees from industry to government.

• Be the subject matter expert to legislators, DOI, media and consumers.

• Improve the image of auto repair shops and owners to include setting the standard for the industry.

• Have our member shops be proud to be members and have clout with insurers.

• To be the education provider to the industry and provide continuing education programs for shop and employees • Have an increase in sponsor and vendor involvement • Have fair negotiation achieved through regulatory restructuring to include parts procurement • AASP/MA is a known advocate within the industry, government and among consumers and peers.

OUR STRATEGIES: HOW WILL WE ACHIEVE OUR VISIONS?: • We have the intestinal fortitude, resources and determination to win • We focus on advancing the collision industry • We make you a more successful business owner • We work to solve industry-wide problems • We are the experts for our industry and we have “right” on our side

Not surprisingly, “have a functioning ADALB” has received the strongest feedback from current AASP/MA members. The association plans to spend 2014 working to ensure that the ADALB becomes a stronger tool for the benefit of the collision industry.

“Recent ADALB meetings have been 10 minutes or less with little public comment,” offers Zywien. “Most meetings end abruptly when the Board enters Executive Session. That, coupled with a lack of Advisory Rulings, demonstrates the inability of the ADALB to clarify regulations for appraisers and consumers.

“In 1993, the ADALB published seven rulings; another ruling was published in 1997 with a revision and the last advisory ruling provided by the Board was in January 2002,” she continues. “The number of Advisory Rulings in 1993 demonstrates the Board’s ability to be effective. AASP/MA wants to see the Board return to that level of efficiency. We are currently working to submit requests for clarification of current regulations to the ADALB on behalf of our members. The ADALB has initiated a review of their current regulations in an effort to update antiquated language and practices, align the regulations with current business practices and make sure they are doing their job.

AASP/MA’s Legislative Committee plans to play an active role in the revision of those regulations.”

Ultimately, AASP/MA Vice President Molly Brodeur is hopeful that AASP/MA’s new mission and vision will help the association market to non-members with greater clarity and coheshion.

“We’re all working from the same message,” she says. “I think that is going to be a great selling tool for us in growing our membership.”

All of the results of the strategic plan can be found on the AASP/MA website (www. aaspma.org) and are available to the public under the “About” tab. Additionally, the association has incorporated the Mission Statement into a redesigned AASP/MA logo. Members who would like a copy of the logo for their company’s website are encouraged to contact Colleen Kane at ckane@aaspma.org.

New Benefits In addition to re-establishing the association’s direction for 2014 and beyond, the Board of Directors and staff recently announced the first three in a series of a new benefit providers to serve the AASP/MA community. AASP/MA providers are thoroughly vetNew England Automotive Report January 2014 43

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COVER STORY ted by the AASP/MA Contracts Committee as well as the Board. Providers must be relevant to the industry, able to drive savings to the individual shop’s bottom line and demonstrate a willingness to support the association either through sponsorship or other mechanisms.

“Our member benefit providers are companies that will assist our members while providing a financial benefit to the individual shop,” explains Zywien. “All providers must play an active role in the association through sponsorships, educational programs and/or other avenues.”

“What we’ve really been looking for are partners that are willing to put money back into the pockets of shop owners,” adds Brodeur. “There really has to be something good for the shop owner that requires that the vendor partner does legwork to make these agreements work.”

Hendricks would like to see association benefits translate into greater member attendance at meetings and events.

“We’re trying to run larger vendors so that we can also use them at meetings to make it more interesting so we can build up our membership,” he says.

One way that AASP/MA hopes to draw new and existing members to meetings is through hosting in-depth educational

the site’s text to see if it is consistent with a business’ industry.

Additionally, Gonnello SEO offers discounts on website upgrades to association members.

“If they realize they need to upgrade their site, need a new one or don’t have one, we’ll give them a 25-percent discount,” he says. “If they want to do search engine optimization on their site on a regular basis, we can break it down for them and give them a discount through AASP/MA.” The company’s full benefits will soon be available at www.aaspma.org. More information on Gonnello SEO is available at www.gonnelloSEO.com.

Offering a vast array of logoed apparel and marketing products, the Marlborough-based Promotional Partners has been serving members of the automotive industry for the last 30 years. As part of its new partnership with AASP/MA, Promotional Partners is in the process of creating an online membership store (slated for a February launch) that will feature a variety of products (tote bags, jackets, polo shirts, etc.) with the association logo. A portion of the proceeds generated by the sale of these items will go back to AASP/MA. Additionally, each AASP/MA member who uses Promotional Partners’ serv-

“By increasing communication vehicles, looking for benefits that save our shops money and increasing our interaction with elected and agency personnel, we hope members see the new face of AASP/MA as a stronger and more focused member-driven organization.”

- AASP/MA Executive Director Jillian Zywien seminars on a variety of topics. Scott Gonnello, founder of new benefit providers Gonnello SEO (www.gonelloSEO.com), has agreed to provide special workshops and seminars throughout the year to assist AASP/MA members in making the absolute most of their businesses’ websites through improved search engine optimization (SEO).

“A lot of small companies think that by just having a website, they’re going to be found, but that’s not necessarily true,” Gonnello says. “Google doesn’t really care if you’re an auto body shop or a moving company or a bakery; they just care that your website is set up dynamically in a way that it communicates with the search engines and is better than the competition.”

Gonello SEO offers a variety of special options for AASP/MA members, including a free review of their website to identify what Gonnello calls “the good, the bad and the ugly.”

“The review is great because it really gives them a chance to understand what’s so important about their website, why they should be on the top pages of the search engines and why they’re not getting there,” he says.

The in-depth site analysis will identify everything from how well the site targets key customers to even the grade level of 48 January 2014 New England Automotive Report

ices will receive a 20-percent discount on goods for their own businesses with their own logo and company name. Logoed products available to shops include everything from pens and calendars to golf balls and dashboard “sticky pads” that hold drivers’ cell phones. A veteran of the merchandising business, company representative Steve Elkinson is committed to providing each AASP/MA client with personalized care.

“A lot of small shops really don’t know where to get the merchandise that I do,” he says. “They’re getting a 30-year veteran because I’m going to be handling all of this myself.

They’re going to get someone with a lot of experience who will be able to guide them.” More information on Promotional Partners is available at www.promotional-partners.com.

Centrally located in Minneapolis, G&K Services has provided uniforms and facility products to businesses since 1902. Currently in 93 of the top 100 metro areas in the US and Canada, G&K offers uniform rental services to AASP/MA members where they will come to a shop on a weekly basis, drop off clean uniforms and towels, pick up the dirty uniforms/towels, make any necessary repairs (fix zippers, etc.) and return the items clean and functional. The company also offers facility products including floor mats, protective covers

New England Automotive Report January 2014 49

COVER STORY for vehicles and even rest room supplies like soap and lotions.

“We want to be able to do all that stuff so that the customer doesn’t have to worry about it,” explains company spokesperson Jeff Huebschen. “We’ll focus on what we do best to allow you to focus on what you do best.”

G&K Services looks forward to building a fruitful relationship with AASP/MA members.

“Association members will be able to leverage the association’s purchasing power and enjoy preferred pricing on G&K’s full range of uniform and facility

service products,” Huebschen says. “Our number one goal is building awareness of our service offerings with the association’s membership. We look forward to bringing on a lot of the association’s members as new customers of G&K and providing our industry-leading service to that membership.” Members are encouraged to contact 1-800-GK-CARES or visit www.gkservices.com for more information.

New Communication While these major steps forward will undoubtedly succeed in growing the

AASP/MA membership throughout 2014, gaining new supporters is only half the battle. Once an auto business has paid its dues for the year, they can expect the association to be in touch with them on a consistent basis.

“The association has completely redesigned the way we communicate to our members,” offers Zywien. “We have remodeled our website, which features a ‘join now’ button, Board of Directors’ bios and my favorite, our blog. We tested our blog with daily updates from SEMA and received positive feedback from members.

With convenience in mind, we have added online registration for MidState and Statewide meetings and now send the newsletter directly to a member’s preferred method of contact. If a member has not yet submitted his or her preferred method of contact to our office, he or she should do so now. We are inviting members to provide emails for multiple members of their organization who would also benefit from our notices and information.

New members are provided with a package detailing all our benefit programs upon joining AASP/MA. We also had the Board approve the full planned year for all meetings in 2014, so members can plan now to attend every event. Finally, we have increased our social media presence to include Facebook, Twitter and our new LinkedIn discussion group. Our discussion group allows our members to share ideas, discuss challenges they face and interact within their community. We encourage members to join our LinkedIn Group, follow us on Twitter and like us on Facebook.

“We have also increased our member benefit programs and have added new providers,” she adds. “These programs were designed with our members in mind.

We want our members to participate in these programs, which we hope will draw in new members. By increasing both our type and our scope of communication vehicles, looking for benefits that save our shops money and drastically increasing our interaction with elected and agency personnel, we hope the members see the new face of AASP/MA emerging as a stronger and more focused member-driven organization.”

For more information on AASP/MA benefits and initiatives, please visit www.aaspma.org or contact (617) 5740741.

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180BIZ FEATURE

WHAT ARE YOU WORTH? If I offered you a brand new $100 bill, do you think you’d take it?

When: …a customer says NO to your recommendations; …your day doesn’t go the way you want; …an employee pushes back on what you asked them to do; …you have a car comeback; …an irate customer screams at you on the phone; or …you aren’t getting the results you want from the day, week, month or year… …you allow these circumstances to beat you up and make you feel that you are worth less than you are.

What you need to internalize is that, just like that $100 bill, you have the same value no matter what happens to you. When you go home at night, you will still be the great person your family members love to pieces, regardless of what happens to you

during the day.

Your dog will still come running to you like a long-lost friend.

Another point I want to drive home is that your worth is a million – no, a zillion - times more valuable than that silly $100 bill. Why, you ask? Because you can always get another $100 bill. There has never been, and will never be, another you! Understand? You are special and precious beyond belief to the world around you. You have been put on this earth to make a difference.

Life isn’t fair. Life is going to knock you down at times. People will mistreat you and sometimes take advantage of you. Life is going to teach you lessons, keep you humble and help you succeed. You need to see a setback as a setup for a comeback!

Realize that no one can make you feel inferior or worthless until YOU give them permission to.

Nothing you go through will ever diminish your incredible value or the GREATNESS within you. So stand up and face the day knowing that you matter and are important regardless of what comes your way. Be a beacon of positivity, enthusiasm and helpfulness while you focus on your bigger life, the one you are capable of.

And have FUN today!

About Rick White & One Eighty Business Solutions Rick White is a managing member of One Eighty Business Solutions (180BIZ), a Virginia based coaching 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 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 and a money-back guarantee! To see how we can help you and your business, please email us at info@180biz.com or call (540) 833-2014.

52 January 2014

New England Automotive Report

image ©www.istockphoto.com/Nomadsoull

Of course you would! Would you still take it if I folded that $100 bill multiple times? I’d think so. If I took the $100 bill and crumpled it up in my hands until it was just a little ball, would you still be interested? Again, I’m betting that your answer is still yes.

And if I then I dropped that balled-up bill to the floor, ground it under my foot like an old cigarette butt, picked it up and offered it to you again….really? Your answer is still yes?

Why? Because no matter what I do to the $100 bill, in your eyes, the bill still holds its value regardless of what happens to it. Here is my question to you: Why do you allow your circumstances to dictate YOUR value?

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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FEATURE continued from pg. 31 schools are not willing to work as hard or develop the varied skill set that you need to succeed in today’s industry. And many are not willing to start at the bottom of the totem pole. We can’t pay these people what they’d like to be making out of the gate. There are hard-working, eager young people out there; we just have to make a greater effort to find them, and to show them that this is a great industry for a career.

AASP-MN: The next generation of automotive repairers will come from the same place they have always come from – young people who have an interest and passion for all things automotive.

Although their numbers may be fewer, there are definitely young people out there in trade schools who see the potential in someday being in business for themselves. And while they may not be coming to our industry immediately - for example, some may initially go the college route but join the industry later in life - we feel that they will ultimately find their way here because of their passion.

WACTAL: First of all, we don’t necessarily agree that our educational system emphasizes college for all students. Wisconsin has a very strong technical college system, which has done an excellent job of supplying technicians to all of the trades for many years.

Our next technicians must come from the technical schools. We need to find quality people from the high schools to enroll in these programs, and that’s not a simple thing.

Look at what you pay to have someone come in and repair your computer – they come in with a laptop and backpack and charge a minimum of $95 per hour. Now, take a look at the equipment a shop must have [spray booth, frame rack, etc.] and the tools a technician must possess. Compare that against the shop door rate and technician hourly wage. You get the picture.

provide. And for me, the best part of membership is the people.

You will meet so many great people, and in networking with shop owners like you, you’ll learn the important truth that, in spite of how you feel or what outside parties may tell you, you are not the only one. You may not realize that the issues you’re dealing with are also being experienced by a neighboring member shop, or that perhaps a solution to your problem already exists. But until you get out there and start communicating with your peers, you won’t have your finger fully on the pulse of the industry without membership in AASP/MA. We offer great training, a terrific benefi package, legal representation and top-notch communication between our magazine and website. And as part of AASP National, you are privy to more contacts and benefits. You probably can go it alone, but you shouldn’t have to. The leaders of our industry are involved in trade associations; that’s not a coincidence.

AASP/NJ: A repairer should join AASP/NJ to not be alone in this industry, and to gain valuable support, representation, education and information. The people you will meet by being a part of our association are truly second to none, and is just one of many huge perks of being part of AASP/NJ. AASP-MN: Joining AASP-MN provides repairers with a collective voice to help enact change, as well as exclusive access to industry information, news, savings and training that they simply cannot get elsewhere.

Our members have the benefit of being informed, educated and in the company of many likeminded, intelligent automotive repair professionals with whom they can communicate and share ideas.

The leaders of our industry are involved in trade associations.

THAT’S NOT A COINCIDENCE.

WMABA: I don’t know what the college attrition rate is, but I think that is where we need to work on getting the new faces of our industry: Redirecting those kids toward tech schools, apprentice programs and mentoring. Collision repair really is a tough business, and with the technology advancing the way it is, we’re going to need these younger kids who live by smartphones, computers and tablets. We need to get into these high schools earlier than we currently do, and show the students that there are options out there for people who work with their hands, and that they may be more valuable than they thought possible by going into collision repair.

Why should an automotive repairer join your association?

AASP/MA: Repairers should become a part of AASP/MA because there is strength in numbers. If you have a problem, you’ll get the help you need as part of the association, whether through our lobbying efforts or in the training opportunities we

WACTAL: Whenever the question of, ‘What will the association do for me?’ is asked, our answer is always the same: Whatever you want us to! WACTAL is run by the members, for the members. The WACTAL directors are not paid for their time, nor reimbursed for out-of-pocket expenses to attend meetings. They do what they do because they care about the industry and their own business. The association is only as good as you make it.

The industry has many issues to deal with today, and many of these can only be dealt with through solidarity. There is strength in numbers and we need to keep all shops involved in the issues.

WMABA: All too often when talking to repairers, I hear their frustrations: ‘Why did this happen?’ ‘Why won’t this insurer pay me for this or that?’ ‘Why aren’t I making any money?’ ‘How am I supposed to compete?’ ‘Who can I talk to about changing this industry?’ WMABA is in place to not only answer those questions, but to actively help change the industry for the better. We provide a voice and outlet for collision repair professionals, as well as support wherever and whenever they need it.

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2013 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 *** What benefits motivated you to join AASP of Massachusetts?

BUSINESS INFORMATION: Mr.

Mrs.

Ms. ________________________________________________________

Business Representative Name: ______________________________ Business Name ____________________________________________

PERSONAL INFORMATION:

Street Address ________________________________________________________________________________________________________ Street

City

State

Zip

Mailing Address ________________________________________________________________________________________________________ Street

Phone Number (

City

) ____________________________________ Fax Number (

State

Zip

) ____________________________________________

E-mail Address __________________________________________ 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 ________________________________________________ 2013 ANNUAL MEMBERSHIP DUES (The AASP membership year is from January to January 2014)

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 ________________________________

10 Liberty Square, 5th Floor • Boston, MA 02109 (617) 574-0741 | (617) 695-0173 (fax) | jzywien@lynchassociates.net 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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LEGAL PERSPECTIVE continued from pg. 20 repair to the claimant will not exceed the amount of the insurer’s direct payment to the claimant plus any applicable deductible.”

Conclusion

N

shop for one or more insurers is completely up to the shop. But in making that decision, the shop has to know what the rules are, as well as what their obligations and rights are going to be as a referral shop.

Whether a Massachusetts collision repair shop wants to become a referral

E

W

E

N

G

L

A

N

D

AUT M TIVE AD INDEX Audi Group ..........................................................27 Axalta Coating Systems........................................4

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Bald Hill Chrysler Jeep Dodge Ram ..................31 Balise Wholesale Parts Express ........................51 Baystate Chrysler/Jeep/Dodge ........................55 Bernardi Group ............................................32-33 Best Chevrolet....................................................IFC BMW Group ..................................................38-39 BMW/Mini of Warwick ......................................56 CCC One ..............................................................21 Clay Nissan of Norwood ....................................44 Clay Subaru ........................................................55 Colonial Auto Group ..........................................59 Empire Auto Parts ..............................................23 Enterprise............................................................17 Ford Group ..........................................................41 Future Cure ........................................................62 Honda Group ......................................................54 Hyundai Group....................................................26 Imperial Chrysler-Dodge-Jeep ..............................9 Imperial Ford ......................................................41 Infiniti of Norwood ..............................................57 IRA Group ......................................................14-15 Jaffarian Toyota/Volvo........................................49 Kelly Automotive Group ....................................IBC Linder’s, Inc. ........................................................8 Long Automotive Group ..................................OBC Lundgren Honda ................................................31 Mazda Group ......................................................53 McLaughlin Chevrolet ........................................16 Mopar Group ........................................................9 Nissan Group ......................................................24 Nissan World of Dartmouth ..............................10 NORTHEAST™ 2014 ..........................................13 PPG ........................................................................3 Robertsons GMC Truck ......................................44 Sarat Ford-Lincoln ..............................................23 Sentry Group ......................................................60 Subaru Group................................................46-47 Tasca Group........................................................45 Toyota Group ........................................................6 Toyota of Nashua ..................................................6 Village Auto Group..............................................12 VW Group ............................................................40 Wellesley Toyota/Scion ......................................17 Woburn Jaguar ..................................................11

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