New England Automotive Report May 2014

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 1

N

2014 AASP/MA Golf Outing Information - pg. 13 E W E N G L A N

D

AUT M TIVE Serving The New England Collision AND Mechanical Repair Industry MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

May 2014 U.S.A. $5.95

www.grecopublishing.com

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 2

2 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 3

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 4

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 5

May 2014 • Volume 12, No. 5

CONTENTS

DEPARTMENTS PRESIDENT’S MESSAGE 8 | Standing Up

by Paul Hendricks IN THE AREA 12 | MidState Chapter Meeting Tackles Vocational Education with Award Grants, Roundtable Discussion

13 | 2014 AASP/MA GOLF OUTING INFORMATION BENEFIT PROVIDER SPOTLIGHT 18 | Making Online Marketing Matter: A Conversation with Gonnello SEO

LEGAL PERSPECTIVE 22 | Take it or Leave it

by James A. Castleman, Esq. NEWS FROM TOYOTA 28 | Toyota Unveils Its Future at NY International Auto Show

NEWS FROM PENNZOIL 34 | Pennzoil Introduces Natural Gas Products at NYC Event

180BIZ FEATURE 49 | Every Decision Matters

by Rick White

38

FEATURES 33 | Marlboro School Receives Impressive Equipment Donation Pro Spot International comes through in a big way for Assabet Valley Regional Technical High School.

38 | National Issues, Local Action: AASP/MA Addresses an Evolving Industry Association members go beyond the Commonwealth to tackle industry issues head-on.

ALSO THIS ISSUE 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 17 | SAVE THE DATE! AASP/MA ANNUAL CASINO NIGHT 19 | AASP/MA SUSTAINING SPONSORS

55 | AASP/MA MEMBERSHIP APPLICATION 58 | INDEX OF ADVERTISERS

New England Automotive Report May 2014 5

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 6

6 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 7

N

E

W

E

N

G

L

A

N

D

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

JUNE 2014 June 10, 2014 AASP/MA MidState Chapter Meeting Doubletree Hotel 5400 Computer Dr., Westborough, MA

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

June 12, 2014 AASP/MA Annual Golf Outing

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. Images: Cover, pg. 5, pg. 38: ©www.istockphoto.com/P2007; pg. 17: ©www.thinkstockphoto.com/ PJPhoto69; pg. 23: ©www.thinkstockphoto.com/robert hyrons.

Charter Oaks Country Club 394 Chestnut St., Hudson, MA

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE COMMITTEE

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

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

AASP/MA STATEWIDE DIRECTORS

SAVE THE DATE FOR

COLLISION DIVISION DIRECTOR Adam Ioakim ASSOCIATE DIVISION DIRECTOR Don Cushing

AASP/MA CHAPTER DIRECTORS

March 20, 21, 22, 2015

Meadowlands Exposition Center • Secaucus, NJ

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 WESTERN CHAPTER COLLISION DIRECTOR Peter Langone WESTERN CHAPTER MECHANICAL DIRECTOR Ed Nalewanski

AASP/MA EXECUTIVE DIRECTOR

www.aaspnjnortheast.com for details

Please note new phone/fax numbers!

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

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

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 8

PRESIDENT’S MESSAGE

STANDING UP If you read this magazine regularly and participate in AASP/MA activities (and I hope you do), you are well aware that the association spends ample time discussing the issues that affect our industry to help spread information and get shop owners’ input. While we regularly touch upon issues from the Labor Rate to vocational education and everything in

between, there’s another concern that, while we may not always discuss it at length, has a huge impact on our membership and the industry as a whole. I’m talking about steering.

For the few who are not aware of this practice (and if you’re one of those few, please let me know where you are so I can open a shop in your city!), steering occurs

when an insured customer is “steered” away from the shop of his or her choice at the behest of the insurer to another shop of the insurer’s choice. Many of our members have seen vehicles steered from their shops firsthand for far too long. But on a positive note, I’m proud to say that one of our members recently took a stand against steering and is taking the issue straight to the top.

Factory Collision of Weymouth recently had a run-in with an insurer that has prompted the involvement of the Department of Insurance (DOI). The customer came to Factory Collision following a collision event, but her ordeal began long before that. After a crash, the customer had originally taken her then-new vehicle to a nearby dealership for repairs; she was sent instead to a referral shop.

Following a second collision, the customer expressed to her insurer that she wanted the repairs performed by Factory, but was explicitly told that since the shop was not “on the program,” she should instead take the vehicle to one of the insurer’s referral shops. She did. Following a third accident, the customer finally took the vehicle to Factory. The insurer was declaring the vehicle a total loss at this point, but inspection of the vehicle by Factory staff (and later by Bob Collins of WreckCheck Assessments of Boston) provided a shocking look into the vehicle’s repair history.

Improper repairs from the initial job were immediately noticed; these were evidently ignored by the second referral shop the customer had used. There were also obvious flaws in the repairs from the first shop; for example, a rear D-pillar was said to have been replaced and had not been, while kinks in the rear unibody, rusting welds and lack of paint on inner surfaces were also found. These and additional items of concern prompted Factory to first contact the insurer regarding the improper repairs and its alleged totaling of the vehicle, then the DOI for their take on the matter. At the time of this writing, there has been no activity, but rest assured that we will be providing an update continued on pg. 58

8 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 9

New England Automotive Report May 2014 9

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 10

A MESSAGE FROM THE EXECUTIVE DIRECTOR

Are You Getting the Most Out of YOUR MEMBERSHIP? Dear Members, Since the beginning of the year, AASP/MA has celebrated a number of accomplishments (as outlined by our strategic plan) in efforts to better the industry, grow the association, encourage the next generation of collision repair experts and, most importantly, focus on ways to make our members more profitable.

One of the most important services AASP/MA provides is legislative and regulatory representation. With the dedication of our Legislative Committee, leadership and Lynch Associates, we have made significant strides with state agencies such as Commonwealth Automobile Reinsurers (CAR), the Division of Insurance (DOI), the Office of Consumer Affairs and the Auto Damage Appraisers Licensing Bureau (ADALB). We have also been a strong voice with legislators in pushing our priority legislation.

See our newsletter and future issues of New England Automotive Report for regular legislative and regulatory updates.

We host a variety of informational and educational meetings both at the statewide and chapter levels. This month, we are thrilled to host Erica Eversman, Chief Counsel for Vehicle Information Systems, Inc., at our Statewide Meeting on May 13 at the Doubletree in Westborough. Eversman is a legal expert

2014 AASP/MA Tool Grant winners (pictured, clockwise from top left, with AASP/MA Vice President Molly Brodeur): Joe Kinch, Medford Vocational; Bob Morin, Southeastern Regional; Ken Stukonis, Assabet Valley Regional.

(Not pictured: Bay Path Regional Technical High School and Madison Park Technical Vocational High School.)

10 May 2014 New England Automotive Report

specializing in understanding collision repairers’ issues and their impact on consumer safety and education. We are also looking forward to an informative presentation by NAPA at this meeting.

Recently, our MidState Chapter hosted a vocational school roundtable discussion where all area schools were invited to participate. The purpose of their participation was twofold. As many of you are aware, the MidState Chapter raises money to provide a Tool Grant for a student in a vocational school with a concentration in the collision repair program. This year, AASP/MA decided to, in conjunction with the Collision Repair Education Foundation (CREF), award the funding to Massachusetts schools that had applied for the CREF’s Ultimate Collision Education Makeover Grant. Our grant was awarded to five deserving schools: Bay Path Regional, Madison Park, Assabet Valley, Southeastern Regional and Medford Vocational. Not only were we able to award the funding to three schools’ program directors who were in attendance, but we were also able to hear from the teachers and students on the issues they face today. (See pg. 12 for details.) AASP/MA is committed to working with our vocational schools and encouraging the next generation of collision repair experts.

AASP/MA hosts a number of social and networking events designed to create a community within the industry. Our Golf Outing will be held on June 12 at Charter Oak Country Club in Hudson. You will want to attend this exciting event whether you’re a golfer or not; the tournament will be followed by an incredible luncheon where AASP/MA awards prizes for our winners (and losers), raffles off amazing prizes and hosts our 50/50 raffle. This is a great opportunity for shops to meet with peers and suppliers to the industry. More information about this event can be found on page 13.

Many members are also aware of our Casino Night event.

This is a night full of fun and games; this year, we have expanded the event to accommodate our growing number of attendees.

This year, Casino Night will be held on November 15 in the Putnam Club at Gillette Stadium! Shops are encouraged to bring their employees, their families and spouses to enjoy all that we have to offer. Stadium tours will be offered to all our guests and many other surprises are in store. (See pg. 17 for details.)

Shops that attended statewide meetings in January and March were given detailed descriptions from our new member benefit providers. These programs were designed by the Board to provide members with real savings. We chose vendors that are not only relative to your business, but are also dedicated to the industry. Members who are currently enrolled in our programs are already seeing savings. Some have saved more than the cost of dues to the association! It is paramount for us to find ways to save your business money and to improve your bottom line. If you are not currently taking advantage of some or all of these programs, please contact us today to find out how we can save you money, and even PAY for your dues. If you are currently

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 11

working with a vendor who you think would benefit the membership, please feel free to contact us TODAY! AASP/MA is working every day to create a community within the collision industry that members are proud to be a part of. We want each and every member to feel served and know that we are supporting your business through a multitude of channels. I encourage you all to take advantage of these great offers and continue to be an active voice for this association. To build the success of the auto repair industry, we need YOU! Sincerely,

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA Executive Director Jillian Zywien has been a senior account executive at Lynch Associates for over six years.

She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

New England Automotive Report May 2014 11

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 12

IN THE AREA

MidState Chapter Meeting Tackles Vocational Education with Award Grants, Roundtable Discussion In an effort to foster communication between educators and the industry their students will enter, AASP/MA used their April 8 MidState Chapter meeting in Westborough as the setting to not only recognize some very special schools, but also open up an important discussion on the association’s role in furthering vocational education.

Over the years, AASP/MA has contributed to those entering the repair industry through the awarding of special tool scholarships. However, the association recently teamed up with the Collision Repair Education Foundation (CREF) and, starting with the April event, will instead be awarding the grants to the schools themselves to provide assistance to even more students in the programs. Five schools that had initially applied for the CREF’s $50,000 Ultimate Collision Education Makeover Grant were awarded by AASP/MA: Assabet Valley, Bay Path Regional, Madison Park, Medford Vocational and Southeastern Regional. (See this month’s Executive Director’s message on pg. 10 for photos from the award presentation.)

“We felt that, in examining how we had handled our tool awards in the past, that we’d be able to serve more people by expanding the awards to include an entire school,” explains AASP/MA Vice President Molly Brodeur. “By choosing vocational

schools as our award recipients, we not only help out the entire class of current students, but the program itself as a whole for future students. On top of that, these schools will surely be receiving individual donations from the many ancillary companies affiliated with the CREF as the year goes on*. Most importantly, the educators receiving the AASP/MA grants will have the freedom to choose where the money will go to improve their program.

We felt it was a win-win.”

The Grant Award presentations were followed by a lively discussion between association members, attending grant winners and various school representatives. As Brodeur explains, the intent of holding this inaugural roundtable discussion was not only to keep the lines of communication open, but to also make sure that both sides are getting what they want from the other.

“We are always concerned that our message is not fully getting out to all the educators out there, so we set this discussion up to enforce that AASP/MA membership is free to all vocational instructors and students, to encourage them to bring their students to our meetings for free education and a great meal and to utilize New England Automotive Report for free press recognition of their kids,” she says. “We wanted to pose these continued on pg. 27

*Pro Spot International has recently donated a spot welder to Assabet Valley - see story on pg. 33.

12 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 13

New England Automotive Report May 2014 13

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 14

14 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 15

New England Automotive Report May 2014 15

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 16

16 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 17

New England Automotive Report May 2014 17

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 18

BENEFIT PROVIDER SPOTLIGHT

Making Online Marketing Matter: A Conversation with If you’re an automotive business that has a website or uses Facebook to promote your services, there’s a very strong possibility you’re actually harming your chances of reaching new customers.

Just as being a professional automotive repairer means utilizing the proper tools to get the car back on the road, having a successful Web presence means knowing how to embrace “search engine optimization” (SEO). In simple terms, SEO means building a website in such a way that it effectively communicates with search engines to achieve first-page placement on Google and other popular sites. And for a growing number of AASP/MA members, improved SEO has been made possible thanks to new association benefit provider Gonnello SEO. As discussed in our January and April issues, Gonnello SEO Founder Scott Gonnello has been reaching out to the AASP/MA community to help shops stand a greater chance of attracting online customers. At the association’s March 11 Statewide Meeting in Westborough, Gonnello offered free website reviews to any members interested in improving their sites. Following up with New England Automotive Report nearly two months later, Gonnello says he received a number of what he calls “cookie cutter sites” that do little to improve a shop’s online standing.

“The auto body and mechanical industries might be tech savvy with the equipment they use on the high-tech cars, but a website is typically not one of their fortes,” he offers. “When [Web design] companies come around with these one-size-fitsall websites, I find that a lot of people in the industry jump on those. Unfortunately, those sites might deliver one or two types of searches, but it doesn’t give you a good variety of search results.”

In Gonnello’s mind, having a poorly performing website is actually worse than having no website at all, as a bad site leads to a loss of brand recognition – and a competitor with better SEO attracting customers who should have gone to you. A key component of Gonnello SEO’s services is the ability to help shops make a smooth transition from an outdated, harmful site to a stronger, more searchable online home.

“When you have an auto body Gonnello’s book, Common SEO Mistakes: Basic Edition, has already helped businesses ranging from Massachusetts repair facilities to Victorinox Swiss Army.

shop [website] with one page for services and it lists 10 different things, there is only a one-in-10 chance of getting found because you’re diluting the page,” he says. “Each service should have its own page that will only talk about that one service, and then that page has a better chance of being found.”

Additionally, Gonnello cautions shops not to get too invested in social media as a way to market themselves.

“A poorly designed ‘cookie cutter’ website that doesn’t do well on the search engines will do well when you hand it out on a business card, when it’s on the side of your truck or someone emails your address to somebody – and that’s pretty much the same with social marketing,” he explains. “You have to know the people on your social network in order to help spread the word.

If you only have 20 people on your Facebook page and they’re not recommending you to their friends, you’re only showing up on a small scale and hoping that your name gets passed on. Social marketing can be a good thing, but it’s like playing Bingo and hoping you win $5 instead of playing Powerball and hoping you win $500 million. Google is the Powerball side.”

Gonnello’s various insights into improving online marketing are explored in his book, Common SEO Mistakes: Basic Edition, an easy-to-read Kindle/Nook release that has already helped businesses ranging from Massachusetts repair facilities to Victorinox Swiss Army. In fact, Gonnello helped that company improve its SEO by fixing just three mistakes to the point where it now attracts 100,000 new visitors each month. When you consider that each visitor typically views nine to 10 pages per visit, that’s 12 million views per year to pages with “buy now” options.

“If you increase your ‘buy now’ opportunities by 12 million, you’re going to make a lot of money off of that,” he says.

Above all, Gonnello hopes to help AASP/MA shops remove the misconceptions and common mistakes that people make in their cyber marketing and help them get the absolute most of their online opportunities.

“Companies don’t understand that a website is actually marketing,” he says. “It’s the only place in the world where people go to look at commercials, and a website is a commercial.”

Gonnello currently offers free website and SEO reviews for AASP/MA members who contact him through the Members Only section of www.aaspma.org. The site also includes information on how members can get a copy of Gonnello’s must-read book, Common SEO Mistakes: Basic Edition. Other services available only to AASP/MA members include 25 percent discounts on website upgrades and special monthly SEO pricing. More information on Gonnello SEO is available at www.gonnelloSEO.com/ aaspma.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

18 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 19

PLEASE SUPPORT AASP/MA SPONSORS & BENEFIT PROVIDERS!

AASP-MA Silver Sponsor

(800) 914–3802

Contributes 1% of gross sales to your annual dues

www.gonnelloSEO.com/aaspma

New AASP/MA member benefit provider!

Free website & SEO review, website upgrades, SEO packages and more for AASP/MA members

1-800 RADIATOR & AC Provides a 2% rebate applied to members’ annual dues.

(800) GK-CARES

New AASP/MA member benefit provider!

To get more information on becoming an AASP/MA Sustaining Sponsor, please contact AASP/MA Executive Director Jillian Zywien at

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

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 20

20 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 21

New England Automotive Report May 2014 21

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 22

LEGAL PERSPECTIVE

TAKE IT OR LEAVE IT

by James A. Castleman, Esq. Last week, I got an email from a collision repair shop owner who was having a problem reaching an agreed figure with an appraiser from one of the larger insurers that recently entered the Massachusetts market. The shop owner believed that a body panel on his customer’s car needed replacement based on the nature of the damage, the shop owner’s many years of experience, various I-CAR standards and the very real potential for future corrosion problems. The insurer, however, insisted that it would pay only for a repair. Despite the shop owner’s multiple legitimate reasons for requesting replacement, the insurance appraiser wouldn’t budge, refusing to commit to the additional $2,000 or so that replacement would cost.

Although this situation was frustrating, the shop owner explained to me that the real problem he was having was not just that the insurer failed to agree to what was actually needed to restore the customer’s car to pre-accident condition. The bigger problem was the insurer’s method of trying to force the customer and shop to accept their manner of repair, rather than the correct manner of repair. Essentially, the insurance appraiser told the shop owner to “take it or leave it, because that is all that we are going to pay.” When the shop owner refused, the insurer went directly to the customer.

PUTTING THE CUSTOMER IN A BIND The insurer told the customer they wanted to resolve the issue in one of two ways: Either the customer could agree to use the statutory appraisal procedure to settle the issue, or the customer could take the car to one of the insurer’s referral shops, who would fix the vehicle according to the insurer’s appraisal and whose repair the insurer would guarantee. Both of these options initially seemed good to the customer, until the shop owner explained the problems with each and pointed him in the right direction with some questions to ask.

As the shop informed the customer, using the statutory appraisal procedure seems quick and easy on the surface, but is often not that way in reality. Additionally, this method requires the customer to pay half the cost of the process. When going this route, the insurer and the customer each choose a “disinterested” appraiser to appraise the damage to a vehicle. The two chosen appraisers then choose a third as an “umpire.” After the appraisals are made, a written agreement by any two of the three determines the amount to be paid.

While the statute seems to dictate a quick and inexpensive way to resolve repair cost disputes, there are often problems. If either side drags their heels in appointing a disinterested appraiser, the process is delayed. And what if one of the parties challenges whether the other’s appraiser is truly “disinterested?”

(Does the insurer’s chosen appraiser do independent appraisals for the insurer? Does the customer’s appraiser work for his body shop, or is he or she a friend of the shop’s owner?)

Further problems may arise if the two initial appraisers 22 May 2014 New England Automotive Report

cannot agree on the umpire. In order to resolve the issue, a court action has to be brought, asking a local district court judge to choose the umpire. But that takes time, costs money and may require that lawyers be hired - and how is a local judge supposed to know who might be a qualified umpire, anyway?

What happens if two of the three parties cannot agree on the cost of repair? That can cause significant additional delay, and may not be easily resolved. Meanwhile, the customer is stuck paying for his own disinterested appraiser, for half the cost of the umpire and for his share of any court costs and legal fees, while waiting months for his car to be repaired.

The statute also requires that the insurer or insured must go along with the appraisal process if the other party demands it. This is only applicable if the request is made within 60 days of the report of the claim by the insured. (In this case, the insurer could not force the appraisal process upon the customer, as it had been more than 60 days.)

Using one of the insurer’s referral shops also initially seemed like a good option to the customer. After all, it would resolve the issue, the car would get fixed, it would not cost the customer any money beyond his deductible and the insurer would guarantee the repairs. The shop owner thought he was going to lose the job, but had the foresight to suggest that the customer call the referral shop that the insurer suggested and ask them a few questions.

In calling the referral shop, the customer soon realized this avenue was not going to be as smooth as the insurer had led him to believe. The referral shop (which, by the way, is a reputable quality shop) first told the customer they could not guarantee they would do the work the way the insurer had written it; after all, they had not even yet seen the car. The referral shop then heard who the customer’s chosen shop had been; they knew the shop, and knew that they did good work. They told the customer outright that if the first shop had said replacement was necessary, that was almost certainly true. And what about the insurer guaranteeing the work if the referral shop did it to the insurer’s recommendations? The referral shop suggested that the customer go back to the insurer and see what they could do. The customer went back to the insurer and told them what their referral shop had said; the insurer still refused to acquiesce to the cost of replacement of the panel.

The customer was now in a bind. Should he pay the additional $2,000 out of his own pocket and have his chosen shop do the repairs? Should he chance agreeing to the appraisal process and perhaps have to wait many months and spend hundreds of dollars for a decision? (And even if he used the appraisal process, what was going to happen if the appraisers found for the insurer, but the shop still wanted to replace rather than repair the affected panel?) Should the customer go to one of the insurer’s referral shops, with no guarantee that the referral shop would actually agree to do the work the way that the

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 23

If you are in the collision repair business in Massachusetts, what can you do if an insurance appraiser tells you to “take it or leave it,” because that is all that they are going to pay? insurer had written it, without knowing if the referral shop did good work and taking the chance that the repaired part would fail after a period of time (as suggested by the initial shop)?

There was no good answer.

In this case, the customer went back to the initial shop and asked if they could work something out. The shop agreed to do the repairs the way that the insurer had written them; however, they would not warranty the repairs when done to the insurer’s recommendations. (After speaking with me and realizing that Massachusetts law would not allow them to disclaim their warranty for non-commercial vehicles, the shop said they would limit their warranty to 90 days.) The shop also insisted on an agreement in writing, and further had the good sense to suggest the customer file a consumer complaint with the Division of Insurance.

While the matter is still pending, the Division of Insurance was surprisingly responsive to the customer and is looking into the matter. They even suggested that the insurer might have to pay to have the repairs redone if they determined the carrier should have agreed to a replacement part. Meanwhile, as this article is being written, the customer and the shop are willing to wait another few days to see if the Division of Insurance can get the insurer to do something.

WHAT ARE YOUR OPTIONS? If you are in the collision repair business in Massachusetts, what can you do if an insurance appraiser tells you to “take it or leave it,” because that is all that they are going to pay? In no particular order, here are some things to look at: Keep your customer informed. While the preceding situation may or may not work out for the customer, at least the shop is keeping the job and the customer realizes that he is being wronged by his insurer, not the shop. This is due in large part to the fact that the shop has kept the customer in the loop, and has had the customer help fight his own case with the insurer.

Educating your customers and assisting them in framing the right questions to ask often gets these matters resolved without a long, drawn-out battle, depending on the insurer and the appraiser. Keeping your customers informed and having them fight their own battle with the insurer can be a very effective way to get an insurer to agree to a proper repair.

Consider getting your customers to assign their rights against their insurer to you, and then either demand use of the appraisal process or sue the insurer in small claims court. This is certainly not for everyone, and there is time and expense involved. But you keep your customer happy, you get to do the re-

pairs the way that you want and you may end up with enough money to be properly reimbursed for your work. In my opinion, if you choose this route, you are probably better off suing in small claims court than seeking the appraisal process.

If you are trying to invoke the statutory appraisal process, however, keep in mind that you have to do so within 60 days of the insured having filed a “proof of loss” with the insurer, unless you can get an insurer to voluntarily go through with the process after that period of time. Unlike your customer, you may know a disinterested appraiser who may be willing to participate for a relatively low fee. And if you really think that two out of three chosen appraisers are likely to find in your favor, you may want to consider this.

If you are going to choose the small claims process, you may want to consider first sending the insurer a claim letter under the Massachusetts Consumer Protection Act. If you do so, and if the insurer does not respond with a reasonable offer of settlement within 30 days, you may be able to collect up to three times your damages (and your legal fees if you have to hire a lawyer) as part of the small claims judgment. In most cases, you will get a fairly quick hearing before a district court magistrate if you choose this avenue. However, keep in mind that the magistrate may not know much about fixing cars.

Try to convince your customers that it is in their best interest to have the repairs made your way, and that it is worth it for them to pay the difference out of their own pockets. The poor customer in this situation is paying money that he should not have to. But remember that it is the insurer that caused the problem, not you. And the customer still retains the right to try to get reimbursed from his insurer. Perhaps a complaint to the Division of Insurance will do it for him. Perhaps he can send his own demand under the Consumer Protection Act and follow through with his own small claims action. This may be a difficult way to resolve your problem, but it is worth trying. This may work particularly well for the customer who thinks he or she has a car that is “special” (like that BMW that they dreamed of owning all of their lives). Nothing is too good for their baby.

Consider turning down the job. No shop wants to lose work.

But if your choice is to have to do the work the way the insurer wrote it or to not do it, at least some of the time you may be better off not doing the job at all. This is particularly true since Massachusetts’ consumer protection laws do not allow you to disclaim your warranties for personal use vehicles. Do you really want to warranty a repair knowing it may fail? In the situation continued on pg. 27 New England Automotive Report May 2014 23

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 24

24 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 25

New England Automotive Report May 2014 25

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 26

26 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:57 PM Page 27

LEGAL PERSPECTIVE continued from pg. 23 described in this article, safety of the vehicle was not an issue; however, it may be in your case. Do you want to be on the hook if the part fails and the occupants of the car suffer serious injuries?

CONCLUSION Facing an insurance appraiser who says, “Take it or leave it” can be a difficult task. But if you keep your customer informed and you know what your customer’s - and your - options are, then you both may be able to end up with a more satisfactory result.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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.

IN THE AREA continued from pg. 12 questions to the educators, and basically ask them, ‘How can we help?’

“It was a great conversation,” she adds. “One of the many valid points that was brought up was that recent graduates entering the industry come in with the expectation from the shop owners that they are going to be immediately productive. This is not the case; these vocational students, no matter how talented, cannot walk into a completely unknown environment and instantly become your top tech. Instead, the idea was posed of having a mentoring initiative, where the new employee would mirror an experienced staff member for a certain timeframe - six months, perhaps a year - before being on their own in the shop. As we move forward, I anticipate more effective conversations like this with our industry partners. The instructors need our participation, input and, most importantly, our support. They are providing us with our future workforce; we owe it to them to give them what they need to succeed.”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report May 2014 27

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 28

NEWS FROM TOYOTA

TOYOTA UNVEILS ITS FUTURE AT NY INTERNATIONAL AUTO SHOW hat do you do when you have the best-selling car in the industry for 12 straight years? You find ways to make it even better. That’s exactly what Toyota did with the introduction of the new 2015 Camry on April 16 at the Javitz Galleria. After selling almost a million of the industry’s benchmark sedan since the current generation launched in 2011, Toyota stripped it down to its chassis and rebuilt it from the ground up, raising the bar yet again in the ultracompetitive mid-size sedan segment.

“Customers today love the durability, quality and value that the Camry represents, but they are looking for a little more style, comfort and performance, and this 2015 Camry has all of the above,” said Bob Carter, senior vice president of automotive operations of Toyota Motor Sales, USA, Inc. “This is the new Camry, and it’s coming from the new Toyota.”

Toyota designers and engineers re-imagined nearly every exterior surface of the car, with only the roof unchanged. The new, upscale interior features premium, soft-touch materials throughout the spacious cabin. Advanced instrumentation with intuitive controls helps keep the driver’s eyes safely on the road ahead.

Underneath the striking new exterior, the chassis and body structure are bolstered with additional spot welds, enhancing rigidity for better ride quality. A re-tuned suspension takes the Camry’s handling to a whole new level of responsiveness.

Two new grades, the sporty and luxurious XSE and the eco-fun Hybrid SE, join the well-equipped entry LE and the premium XLE grade, giving customers more choice than ever before.

Additional spot welds were added to the

W

Toyota’s appearance at the NY International Auto Show included a firsthand look at the FT-1 concept vehicle and a special appearance by celebrity DJ/artist Biz Markie.

Photos courtesy of Toyota.

28 May 2014 New England Automotive Report

door opening flanges to increase rigidity and enable spirited handling. A combination of Macpherson struts up front, a multi-link arrangement at the rear and a stiffer body structure allows for unique suspension tuning across trim levels.

The electric power steering on all Camry models is tuned for better on-center feel, better straight line stability and more direct-feeling steering inputs. In addition to improvements in steering feel, the new Camry’s hydraulic system has been revised with a two-stage brake booster to improve brake feel.

The Camry will continue to be available with 2.5-liter fourcylinder or 3.5-liter V6 gas engines paired with six-speed automatic transmissions, or a 2.5-liter Atkinson Cycle engine with Hybrid Synergy drive matched to an E-CVT. Every Camry sold in North America is the product of over 7,000 skilled American team members. From design and engineering in Michigan to assembly in Kentucky, a unique American touch goes into each Camry that rolls off of the line. The new 2015 Camry will arrive in dealerships this fall.

Toyota also used April 16 as a way to offer automotive media a firsthand look at the FT-1 concept vehicle. FT-1, which stands for “Future Toyota One,” is the ultimate expression of a Toyota sports coupe design. First devised by Calty Design Research, Toyota’s California design studio, FT-1 builds upon Toyota’s rich sports coupe heritage dating back to the 2000GT, Celica, Supra, MR2 and, more recently, the Scion FR-S. It represents the pinnacle of Calty’s celebration of its distinguished 40-year history. The FT-1 – and its appearance in the Gran Turismo 6 (GT6) video game – was celebrated at a special “Toyota Arcade” event at the Standard High Line & Biergarten. Attendees were given a chance to check out the car, play some old-school arcade games, watch a live GT6 gaming tournament and meet music star and guest DJ, Biz Markie.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 29

New England Automotive Report May 2014 29

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 30

30 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 31

New England Automotive Report May 2014 31

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 32

32 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 33

FEATURE

Marlboro School Receives Impressive

EQUIPMENT DONATION One of the most prominent educational facilities in the state (and profiled extensively in our January 2014 issue), the Assabet Valley Regional Technical High School in Marlboro was the recent recipient of a very coveted piece of equipment – a Pro Spot PR-2000 Inverter Resistance Spot Welder. The school received the welder by Pro Spot International after applying for the Collision Repair Education Foundation’s 2013 Ultimate Collision Education Makeover school grant.

Assabet Valley Collision Repair Instructor Ken Stukonis is excited to be able to offer such high-tech equipment for his students.

“We can go more into quarter panels and some bigger repairs,” he says. “We are still [teaching] entry-level skills, but having a piece of equipment that simulates factory spot welds and what everybody in the industry is actually doing now as far as repairing a car shows [the students] technology.”

Pro Spot’s generous donation is an example of the tremendous industry support that the Assabet school has received in recent times. On April 8, Stukonis’ department was one of the recipients of AASP/MA’s special Tool Grants, presented at the association’s MidState Chapter meeting in Westborough (see page 10 & 12). The educator is hopeful that industry leaders will continue to work with his program and others in building a strong workforce for the future.

“Having the two of us together is really what it takes,” he says. “We’re basically the minor league system for the body shops, so if we can get more of the industry involved in what we do, it’s only going to be a bonus for both of us.

“Sometimes, I think the industry forgets about us, and we forget about the industry,” he adds. “We don’t know about the new equipment and stuff they’re doing out in the shops, so that’s why we ask them to try to join our Advisory Boards. We could use all the help we could get from the industry, and we’re

by Joel Gausten

all helping them in return, so we really have to work together.”

Assabet is one of eight schools (and the only one in Massachusetts) to receive either the Pro Spot PR-2000 Inverter Resistance Spot Welder or the i4 Inverter Resistance Spot Welder, which will aid in the students’ technical education. In total, Pro Spot International has donated over $115,000 in collision school programs through the Foundation.

“We are thankful for what the Collision Repair Education Foundation does to help recruit kids into the collision repair industry,” offers Ron Olsson, president of Pro Spot International.

“There is a shortage of qualified collision repair technicians, and we are proud to be a part of something that benefits all parties by educating students on updated equipment that they will ultimately be using in the field.”

Brandon Eckenrode, director of development for the Collision Repair Education Foundation, was quick to express his appreciation for Pro Spot’s involvement.

“We cannot thank Pro Spot International enough for this incredible welder donation to collision school programs across the country,” he says. “Collision instructors are facing reduced and limited budgets every year; in order to produce the well-trained and entry-level graduates the industry demands, they need the industry’s help. Pro Spot’s generosity will help current and future collision students within these collision school programs.”

Founded in 1991, the Collision Repair Education Foundation is a not-for-profit organization dedicated to securing donations that support philanthropic and collision repair education activities that promote and enhance career opportunities in the industry. Information on how to donate to programs supported by the Education Foundation is available at www.Collision EducationFoundation.org.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report May 2014 33

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 34

NEWS FROM PENNZOIL

PENNZOIL INTRODUCES NATURAL GAS PRODUCTS AT NYC EVENT On April 16, Pennzoil introduced Pennzoil Platinum and Pennzoil Ultra Platinum with PurePlus Technology, full synthetic motor oils formulated from natural gas. PurePlus Technology is a patented, revolutionary process that converts pure natural gas into the first-of-its-kind, high quality full synthetic base oil. The Pennzoil Platinum line of products made with PurePlus Technology is the first major

development in motor oil in more than 40 years. Pennzoil launched the first-of-itskind full synthetic motor oil technology by unveiling the groundbreaking documentary, Breaking Barriers, at Gotham Hall in New York City. The hour-long primetime documentary highlights how imagination, technology and determination have driven automotive enthusiasts to break barriers.

“Pennzoil is paving the way for our

industry by offering modern and inventive synthetic motor oils made from natural gas,” explains Chris Hayek, global brand director for Shell Lubricants Passenger Car Motor Oil. “What we like about PurePlus Technology is that it starts with a base of pure, crystal clear base oil made from natural gas with fewer of the impurities found in crude oil, which is the traditional base for many other conventional and synthetic motor oils. Using this technology in our products helps Pennzoil provide motorists with one of the most advanced premium motor oils on the market.”

Pennzoil Platinum full synthetic motor oils with PurePlus Technology are designed to provide engines “Complete Protection” without compromise. “Complete Protection” is defined as coverage in five key areas consumers deemed as most critical for motor oil performance: 1) engine cleanliness, 2) fuel economy, 3) conservation of horsepower, 4) wear protection and 5) performance in extreme temperatures.

The benefits of piston cleanliness, fuel economy and wear protection are derived from the combination of Pennzoil additive chemistry with PurePlus Base Oil. PurePlus Base Oils are able to fully enhance the benefits of Pennzoil additive chemistry, which allow the full formulations of Pennzoil Platinum and Pennzoil Ultra Platinum to deliver these consumer benefits.

To help educate consumers on the new technology, a multi-faceted activation plan for the Pennzoil brand is being launched across a variety of platforms.

Brand ambassador and music star Tim McGraw will continue with Pennzoil on this journey of imagination and innovation, lending his talents in new ways including an appearance in a short form vignette produced by ESPN for the NBA Eastern Conference Finals that helps reinforce the “re-imagined” Pennzoil thematic. Additionally, a revamped enthusiast outreach program extending to top car clubs across the country will provide indepth used oil analysis tests and more thoroughly bring the benefits to life.

For more detail on the Pennzoil Platinum with PurePlus Technology line of motor oils and product availability, visit www.MotorOilReimagined.com.

MASSACHUSETTS

34 May 2014 New England Automotive Report

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 35

New England Automotive Report May 2014 35

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 36

36 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 37

New England Automotive Report May 2014 37

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 38

COVER STORY

AASP/MA is up for the challenge of gaining the information and tools necessary for members to succeed in a rapidly changing industry.

38 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 39

NATIONAL ISSUES,

LOCAL ACTION: AASP/MA Addresses an Evolving Industry If you’re not following what’s going on in the auto body industry across the country, you’re missing out on important information and ideas that might save your business someday.

By Joel Gausten

rom insurer-mandated parts procurement systems to the repair demands of the upcoming 2015 Ford F-150, the industry is changing in ways that require industry representatives to reach far beyond the Commonwealth to gain answers and the tools necessary to help repairers succeed in challenging and confusing times. As you’ll read in this feature, things that are happening on the west coast are changing the way cars are repaired in Worcester, while recent industry events in New Jersey have affected how AASP/MA communicates with repairers in Massachusetts.

On March 21-23, AASP’s Garden State affiliate hosted its 37th Annual NORTHEAST® Automotive Services Show at the Meadowlands Exposition Center in Secaucus, NJ. Attracting the largest crowd in its decades-long history, this year’s event boasted hundreds of vendors, dozens of seminars and even a special appearance by TV star Chip Foose (Overhaulin’). Away from the show floor, NORTHEAST also

F

provided industry leaders from various states with ample opportunity to share common goals and concerns.

These special events included the AASP National Board Meeting, the East Coast Resolution Forum and Leadership Meeting and a special panel on the insurance industry’s growing control of the parts ordering process (“PartsTrader Comes to the Northeast: NOW WHAT?”) Pleased to have been able to represent her association at the proceedings, AASP/MA Executive Director Jillian Zywien feels that the weekend offered Massachusetts attendees a rare view into the issues, successes and struggles affecting the greater collision repair industry.

“The greatest value derived from attending the East Coast Resolution Forum and Leadership Meeting was the information I can bring back to my membership,” she says. “It is imperative for the association to have an understanding about what is occurring in Massachusetts; however, there is significant value in having knowledge

of what is going on around you.

“New England tends to operate in a vacuum,” she adds. “It is interesting for me to see how other states outside of our area operate and process industry trends. Giving our members a unique perspective of the industry is really important to me.”

Zywien also joined Past AASP/MA President Rick Starbard (Rick’s Auto Collision, Revere) in attending the AASP National Board Meeting on March 21. The morning gathering served as a reminder of just how far AASP’s reach truly extends in the national repair field.

“As a state affiliate, AASP/MA members are part of a larger, stronger organization of industry professionals who share ideas, concerns and strategies,” she offers. “Without the assistance of our national organization, it would be very difficult for us to report on industry trends, forecast potential issues for the industry and research new member benefits. I think of the relationship as parent and child; AASP National is older and wiser and has New England Automotive Report May 2014 39

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 40

40 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 41

New England Automotive Report May 2014 41

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 42

42 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 43

COVER STORY experienced many of the challenges we currently face. They discussion on March 21, which saw shops and legal profesare an incredible resource that can educate our members sionals from throughout the east coast share their thoughts on best practices and strategies.” on - and experiences with - one of the industry’s most conFor many shop owners, NORTHEAST® presented a troversial subjects. unique opportunity to gain insight into the workings of the “You can see that there are some universal problems national industry without having to hit an airport. In only a throughout the industry,” Boucher says. “The State Farm few short hours, AASP/MA members Ed Nalewanski (Ed’s parts procurement program is the one I find the most bafAuto Body, Easthampton) and Mike Boucher (Custom Auto fling. On the one hand, it seems like an easy thing to combat, Body, East Longmeadow) were able to drive from their busiand yet we still have those people who are afraid to push nesses in Massachusetts down to NORTHEAST and take in themselves away from the table. If State Farm comes in here events without having to come up with airfare to travel to the tomorrow and goes, ‘You want to be on our program? You’ve other side of the country. got to do PartsTrader,’ I’m going to say, ‘I don’t want to be on “[The show] came at a perfect time when there were a your program. Take your ‘trader’ and leave.’ If everybody did lot of people who hadn’t been to a major trade show in quite that en masse, they would have no choice except to say, a while because of the expense of the travel or the time away ‘Gee, I guess this isn’t going to work.’’’ from the shop,” offers Boucher. “This was properly placed so Although PartsTrader currently exists as a free market that people here in the Northeast can go for the three days product in Massachusetts without an insurer mandate at and not feel like they’d have a bonfire to put out when they press time, Boucher is quick to offer his thoughts on his got home. Looking at the menu of exhibitors that were going peers in other states who are having to deal with the State to be there, the show had a really full line of individuals there Farm directive. to show their product lines, and a lot of us were interested in “If you know the program’s no fun and you don’t like it, seeing them.” then you’ve got to bite the “I have attended this bullet and tell State Farm to “It is imperative for [AASP/MA] to have an keep it,” he says. “Maybe show for the past eight to 10 years; although they were all understanding about what is occurring in they’ll find other shops that informative, this particular Massachusetts; however, there is significant will do it, but in the end, the year was extraordinary,” adds more arduous you make it value in having knowledge of what is going on for them to work, the better Nalewanski. “I look forward around you.” to attending the Leadership off it’s going to be for all of Meeting each year. It’s enus. I just can’t understand joyable to meet with the inwhy people won’t go back to - AASP/MA Executive Director Jillian Zywien dustry leaders from all the seeing that they can build associations in the Norththeir own business based on east, and I always come away with a new perspective on how their own abilities and feel a lot better when they turn the I am running my shop. The show had a nice feeling to it; it key to go home at night.” was just the right size and the exhibitors offered some specBoucher certainly isn’t alone in his opinion. At the tacular show specials, which I took advantage of. The NorthAASP/MA National Board meeting, Starbard reasoned that it east is lucky to have a trade show of this caliber within a is ultimately up to repair shops to determine the success or reasonable drive.” failure of insurer-mandated parts procurement in a given In addition to meeting up with NORTHEAST’s long list of market. exhibitors, Boucher enjoyed the opportunity to connect and “The insurer puts it out there, the shops sign it and the dealer signs it,” he says. “It kind of gives the impression that network with his fellow shop owners and repair pros from other parts of the country. everybody’s on board with it. In my own opinion, it’s some“You couldn’t get the kind of exposure or interaction with thing that an insurer puts in their contract with their repair partners. If that repair partner chooses to sign it, who are we other people in your industry at that level at any place else I to get in the middle of it? If you don’t like it, don’t sign it.” can think of. It was such a quick, easy package,” he says.

Although PartsTrader earned much of the spotlight at “You learn as much just meeting and talking with other shop owners and seeing what they’re going through in different NORTHEAST, it was far from the only technology raising eyebrows at the show. Easily one of the most talked-about vehiregions as you do physically seeing what’s new and upcomcles in today’s collision repair industry, the 2015 Ford F-150 ing for the industry.” made a game-changing appearance at the event, giving Naturally, this kind of interstate camaraderie revealed thousands of attendees their very first glimpse of the vehisome very common – and often frustrating – themes cle’s breathtaking structure and design. throughout the weekend. This was especially evident at the In development since 2009, the new F-150 has an “PartsTrader Comes to the Northeast: NOW WHAT?” panel New England Automotive Report May 2014 43

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 44

44 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 45

COVER STORY improved boxed frame with more high-strength steel than particular interest to Boucher. ever before. Next, Ford used high-strength, military-grade, “The new Ford pickup clearly has brought all of us to the aluminum alloy throughout the body, which improves dent age where we’re going to need to be trained and tooled up and ding resistance while saving as much as 700 pounds, to repair aluminum vehicles,” he shares. “Clearly, just about providing improved towing, payload and better fuel effiall of the major manufacturers that are involved in those ciency. In addition, the vehicle comes equipped with a varikinds of product lines have ramped up aluminum repair staety of high-tech enhancements including a 360-degree tions and aluminum welding procedures. I think that any camera and a lane departure warning system. Additionally, shop that’s going to be a viable part of our business in the Ford is implementing an extensive recycling program at its next three or four years is going to need to get on board with plants, guaranteeing that all scrap aluminum that is taken aluminum technology.” off a truck is put back into new aluminum – making the Wasting no time in getting his shop up to speed, 2015 F-150 truck a smart choice for consumers and the enAASP/MA member, recent NORTHEAST attendee and reguvironment. A special cutaway of the truck was the centerlar CIC participant Justin Forkuo (290 Auto Body, Worcester) piece of Ford’s extensive display on the NORTHEAST show is finishing up the process to be the first facility in Worcesfloor throughout the weekend. ter County to receive Ford designation through Assured PerNaturally, the introduction of the new vehicle means formance. In his mind, taking a proactive role in embracing that the manufacturer is looking to the auto body industry to aluminum repair early will give him a strong competitive adensure that Ford drivers receive safe, dependable repairs. vantage.

Melissa Lester, collision marketing “There are people out there who manager for Ford, appeared at NORTHjust do whatever to cars,” he says.

EAST 2014 on March 21 and 22 to “They’re not fixing them; they make present an overview of the manufacthem shiny and they ship them. I’m tryturer’s new National Body Shop Proing to fix cars. I want to separate mygram. Facilitated by the Assured self as far as I can from that side of the Performance Network, the Program industry. If you can do things in a simiseeks to identify and promote those falar fashion to a dealership, now you’re cilities that have the right tools, equipdriving yourself to a higher level.” ment, training and facilities to repair With sponsorship support from Ford vehicles back to manufacturers’ two area Ford dealers, Forkuo’s I-CAR specifications. The cost for either indeGold Class facility will soon have a new pendent shops or dealer facilities is aluminum-ready room, allowing next $2,950 a year. Ford dealers become year’s crop of F-150 drivers to have a officially Certified, while independents safe and dependable place to count on have a slightly different distinction, when repairers are needed. Not sur“Recognized.” To participate, indeprisingly, he is greatly impressed with pendents must have their Ford whole- At the April 9 Repairer Roundtable in Portland, the 2015 F-150’s design and strucOR, guest speaker Dave Gruskos of Reliable ture. sale parts dealer officially sponsor Automotive Equipment noted that the industry them, but the dealers are able to spon“The technology that they’re putting has a lot of catching up to do as more aluminum sor as many shops as they want and into it is just awesome,” he says. “To vehicles enter the market. believe are able to become Recogknow that you’re driving in one of the nized. The arrival of the 2015 F-150 unsafest vehicles ever made – and to be derscores the need for a sustainable national network of able to put my customers back in one of the safest vehicles body shops that can properly perform aluminum repairs. ever made – is a great feeling.

“Less than half of our dealerships actually have body “Aluminum has been something I’ve been looking at shops,” Lester said. “If you are a customer and live in a comsince I started the business in 2006,” he adds. “Now, we’re really starting to get serious with it; we’re not going to wait munity with a Ford dealership that doesn’t have a body shop, it will become necessary for you to have repairs performed until every single car in our lot is aluminum before we invest whatever is necessary to get the equipment we need.” at an independent repair facility…We think it’s very imporIn terms of training the industry on the new F-150, I-CAR tant that during the collision repair process, our customer is Senior Director of Field Operations and Segment Developeducated and knows that they have the right to request the ment Jeff Peevy told attendees of the April 9 Collision Inright part and the right body shop.” More information on the dustry Conference (CIC) in Portland, OR that his organization Ford National Body Shop Program is available at www.Ford is ready for the challenge.

CertifiedShop.com.

The weekend’s Ford-related presentations were of continued on pg. 53 New England Automotive Report May 2014 45

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 46

46 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 47

New England Automotive Report May 2014 47

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 48

48 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 49

180BIZ FEATURE

EVERY DECISION MATTERS

by Rick White, 180BIZ

Are you happy with where you are?

Are you happy with where you’re heading?

You are where you are today because of the decisions you made yesterday. Every decision you make has a consequence that you may not see for years. Life would be so much easier for healthcare professionals if, when you ate a Big Mac, your body would explode. Consequences are so much easier to tie to your decisions when the consequence is immediate.

But this isn’t the case when eating a Big Mac. You can eat fast food for years and not notice any degradation in your health until WHAMMO, you have a heart attack.

Not comparing what you want to the decisions you make every day is the biggest disconnect I see today. Your decisions have to support where you want to go. Each decision will move you toward or away from your goals. Are you unhappy with your current reality? The only way you will see success tomorrow is with the decisions you make today. You probably agree, but consider this: Your alarm goes off at 5am to get a jump on your day. What do you do? You hit the snooze button! And guess what this means? You just pushed your success back 10 minutes! How is that decision moving you any closer to your goals?

Suppose you are happy with your life or business right now and want to keep everything the same. You probably think you are at a crossroads and have one of three paths forward:

mode. I don’t know about you, but I have NEVER seen someone “coast” UP! What is really happening is that you start to get lazy and lethargic during a time when your competition is scrambling for a bigger piece of

your pie. If you continue to coast, you end up losing business. The concept of “staying the same” is a fairy tale; it can’t be done. Either you get more or you get less. PERIOD. continued on pg. 53

• You want more.

• You want less.

• You want things to stay the same.

Can I let you in on a little secret?

“The same” is a myth! Staying the same simply means that you are going to stop pushing forward and switch into coast New England Automotive Report May 2014 49

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 50

50 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 51

New England Automotive Report May 2014 51

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 52

52 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 53

180BIZ FEATURE

COVER STORY continued from pg. 45

continued from pg. 49 Instead of making decisions critical to your business, perhaps you are resisting making decisions because you dislike change.

NEWSFLASH! CHANGE is going to happen, no matter what. That’s right – change happens. Progress, however, is a choice. Think of change as a train, running through your life. You can choose to do nothing and be a passenger on the change train or you can choose progress and drive the change train. Which do you want? I want to be in the driver’s seat! I might make a wrong choice along the way, but I’d rather be responsible for where I am rather than be without any control at all. Stop thinking like a victim!

It is much easier for me to make decisions when I know where I want to end up. Once I have my destination clearly in my mind, I create a laser-like focus that helps me with every decision I need to make. If one of my choices is going to move me closer to my destination, then that is the choice I am going to make EVERY TIME! If you choose to do the same thing, you will quickly find yourself achieving your goals much more quickly.

Now, instead of going through your day knee-deep in alligators, you can choose the tasks you undertake by applying your filter. The result: You are happier, have more energy and you succeed quicker.

Eighteenth century Novelist Samuel Lover once said, “Circumstances are rulers of the weak, and instruments of the wise.” Knowing your destination and having your filter firmly in place will allow you to make wise decisions so that circumstances no longer rule you. Instead, you’ll be making the most out of each opportunity and challenge you encounter on your path to success.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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 moneyback guarantee! To see how we can help you and your business, please email us at info@180biz.com or call (540) 833-2014.

“We will make sure there are enough classes for anyone who wants to take [the course],” he said. “We already have 300 trained instructors ready to teach the class, and we’ve already started building schedules that already exceed over 700 classes…We’re targeting somewhere around 1,200 classes just as a place to start.”

A new six-credit hour 2015 Ford F-150 Structural Repair course (FOR06), covering vehicle-specific repair information and various topics relating to aluminum, is slated to be launched by I-CAR on June 1.

With aluminum-intensive vehicles changing the way repairers conduct themselves on the shop floor, the race to properly educate the industry on how to handle these jobs is speeding up by the day. This reality is not only being felt in the Commonwealth: At the April 9 Repairer Roundtable in Portland, guest speaker Dave Gruskos of Reliable Automotive Equipment opined that the industry still has a lot of catching up to do if it truly wants to put these demanding vehicles back to pre-accident condition.

“Aluminum is a very difficult animal for welding certification,” he said. “It’s not about taking a simple welding course; you either know how to weld aluminum and you pass all the testing, or you don’t…We have some very skilled techs in this room who have taken aluminum OE welding classes and failed them.”

Gruskos wasn’t the only industry professional stressing that the industry needs to get up to speed on what’s happening right now in this industry with respect to technologies and procedures.

“The industry has to wake up and realize that you’re professionals who are responsible for people’s lives,” offered Mark Allen, collision programs and workshop equipment specialist at Audi of America. “The stakes in the game are going up; the procedures, tools and equipment are key to the industry, key to survival and key to your customers.”

Now more than ever, it has become important for Massachusetts repairers to look beyond the four walls of their businesses and work to explore how the entire auto body industry is addressing issues and finding solutions.

In addition to keeping readers informed of national news through this publication, AASP/MA representatives plan to continue to attend out-of-state events on behalf of their fellow members back home.

“One of our reasons for going [to NORTHEAST] was so that we could bring back the information to our local area,” Boucher says. “We intend to have a local meeting and hope that we will get many of our shop owners in this area to come and at least listen to what we felt we got out of it, and what things they might want to think about with regard with their businesses in the future in order to stay current in the industry.”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report May 2014 53

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 54

54 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 55

2014 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 ________________________________________________________________________________________________________ City

Street

State

Zip

Mailing Address ________________________________________________________________________________________________________ City

Street

Phone Number (

) ____________________________________ 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 ________________________________________________

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 ...............$______

2014 ANNUAL MEMBERSHIP DUES (The AASP membership year is from January to January 2015)

Total Due .................................................................................$395.00

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.

New England Automotive Report May 2014 55

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 56

56 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 57

New England Automotive Report May 2014 57

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 58

PRESIDENT’S MESSAGE continued from pg. 8 on this story in next month’s issue. It’s evident that steering is prevalent in our area, for members and non-members alike. With the influx of newcomer insurers to Massachusetts, I hate to say it, but it’s only going to get worse if more of us don’t take note of Factory Collision’s actions and start standing up for

N

ourselves as well.

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.

E

W

E

N

G

L

A

N

D

AUT M TIVE AD INDEX Audi Group ..........................................................51 Axalta Coating Systems........................................4 Bald Hill Chrysler Jeep Dodge Ram ..................42 Balise Wholesale Parts Express........................26 Baystate Chrysler/Jeep/Dodge ........................46 Bernardi Group..............................................30-31 Best Chevrolet ..................................................IFC BMW Group ..................................................56-57 BMW/Mini of Warwick ......................................35 Clay Subaru ........................................................12 Colonial Auto Group ..........................................52 Empire Auto Parts ..............................................27 Enterprise ..........................................................11 Ford Group ..........................................................50 Future Cure ........................................................58 Goyette’s Inc. Auto Parts....................................27 Haydell Industries ................................................9 Honda Group ......................................................16 Hyundai Group....................................................32 Imperial Chrysler-Dodge-Jeep............................48 Imperial Ford ......................................................50 Infiniti of Norwood..............................................24 IRA Group ......................................................14-15 Jaffarian Toyota/Volvo........................................24 Kelly Automotive Group ....................................IBC Linder’s, Inc. ......................................................34 Long Automotive Group ..................................OBC Lundgren Honda ................................................11 Mazda Group ......................................................47 McLaughlin Chevrolet ........................................37 Mopar Group ......................................................48 Nissan Group......................................................25 Nissan World of Dartmouth ..............................42 PPG ........................................................................3 Robertsons GMC Truck ......................................44 Sarat Ford-Lincoln ..............................................44 Sentry Group ........................................................6 Subaru Group................................................40-41 Tasca Group........................................................21 Toyota Group ......................................................29 Toyota of Nashua..................................................8 Village Auto Group..............................................20 VW Group ............................................................36 Wellesley Toyota/Scion ......................................46 Woburn Jaguar....................................................37

58 May 2014 New England Automotive Report

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 59

NEAR_May14_1-60.qxp_NEAR December 2013 10/1/15 7:58 PM Page 60