THE OFFICIAL PUBLICATION OF THE ALLIANCE OF AUTOMOTIVE SERVICE PROVIDERS/NEW JERSEY (www.AASPNJ.org) AND THE AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY (www.ARANJ.org) 70
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4 | New Jersey Automotive | April 2022
New Jersey Automotive | April 2022 | 5
CALL: 1-800-221-1256
You can find us at:
6 | New Jersey Automotive | April 2022
dmangin@flemington.com
P.O. Box 734 Neptune, NJ 07753 EXECUTIVE DIRECTOR Charles Bryant 732-922-8909 / setlit4u@msn.com 2021 - 2023 OFFICERS PRESIDENT Jerry McNee, Ultimate Collision Repair, Inc. 732-494-1900 / ultimatecollision@att.net COLLISION CHAIRMAN Dennis Cataldo, Jr., D&M Auto Body 732-251-4313 / jr@dnmautobody.com MECHANICAL CHAIRMAN Keith Krehel, Krehel Automotive Repair, Inc. 973-546-2828 / krehelauto@aol.com TREASURER Tom Elder, Compact Kars, Inc. 609-259-6373 / compactkars@aol.com SECRETARY Thomas Greco, Thomas Greco Publishing, Inc. 973-667-6922 / thomas@grecopublishing.com BOARD Brad Crawford, Livingston Collision, Inc. 973-992-5274 / livingston.collision@gmail.com Gary Gardella, Jr., County Line Auto Body 732-363-5904 / countylineautobody@gmail.com Dave Laganella, Peters Body and Fender 201-337-1200 / petersbandf@gmail.com Sam Mikhail, Prestige Auto Body 908-294-1985 /prestige@goldcar.us Ken Miller, 821 Collision, LLC (973) 949-3733 / kmiller@821collision.com Ted Rainer, Ocean Bay Auto Body 732-899-7900 / ted@oceanbayautobody.com Anthony Trama, Bloomfield Auto Body 973-748-2608 / anthony@bloomfieldautobody.com BOARD ALLIED Joe Amato, The Amato Agency 732-530-6740 / joesr@amatoagency.com Mike Kaufmann, Advantage Dealer Services 973-332-7014 / mkaufmann@advantageds.com PAST PRESIDENT ATTENDING Jeff McDowell, Leslie’s Auto Body 732-738-1948 / chacki@aol.com
VOLUME 52 NUMBER 4 | April 2022
CONTENTS
10 OUT OF BODY (AND MECHANICAL) EXPERIENCES
16 EXECUTIVE DIRECTOR’S MESSAGE
12 PRESIDENT’S MESSAGE
50 NJA ADVERTISERS’ INDEX
LOCAL NEWS
20 Job Opportunity: Collision Instructor Needed at Bergen County Technical Schools’ Paramus Campus
COVER STORY by Chasidy Rae Sisk & Alana Quartuccio Bonillo 24
The Past Merged With the Future at NORTHEAST® 2022:
Inside the Return of AASP/NJ’s Flagship Event 25 Repairing the Ongoing Tech Shortage
25 Blueprinting and Beyond
32 Accessing Repair Information for Safe Repairs
38 Excellent Customer Service Doesn’t Magically Happen
40 Combatting Consumer Under-Indemnification with RTA 40 Correct Calibrations Save Lives
41 Technical Training on the Show Floor
41 Prevailing v. Market Rates: Collecting What You’re Worth 41 ADAS: More Complicated Than Rocket Science PUBLISHER Thomas Greco / thomas@grecopublishing.com SALES DIRECTOR Alicia Figurelli / alicia@grecopublishing.com EDITORIAL/CREATIVE COORDINATOR Alana Bonillo / alana@grecopublishing.com MANAGING EDITOR Chasidy Rae Sisk / chasidy@grecopublishing.com OFFICE MANAGER Donna Greco / donna@grecopublishing.com
44 AASP/NJ Presents 2nd Annual Young Technician Awards 44 Industry Stars Shine Brightly at NORTHEAST
46 Do or Don’t: That is the OEM Certification Question 46 Stop Riding the Roller Coaster of Investments
47 Industry Unites for Recycled Rides Presentation
PRODUCTION COORDINATOR Joe Greco / joe@grecopublishing.com CONTRIBUTING EDITORS Charles Bryant • Mario DeFilippis • Dennis Cataldo • Mitch Portnoi • Ron Ananian • Keith Krehel • Jerry McNee • Jacquelyn Bauman
Published by: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963
www.grecopublishing.com NEW JERSEY AUTOMOTIVE is published monthly and is sent to AASP/ NJ and ARANJ members free of charge. Subscriptions are $24 per year. NEW JERSEY AUTOMOTIVE is published by Thomas Greco Publishing Inc., 244 Chestnut St., Nutley, NJ 07110. The editorial contents of NEW JERSEY AUTOMOTIVE are copyright © 2022 by Thomas Greco Publishing Inc. and may not be reproduced in any manner, either in whole or in part, without written permission from the publisher and/or editor. Articles in this publication do not necessarily reflect the opinions of Thomas Greco Publishing Inc. Stock Images courtesy of www.istockphoto.com.
Joe Amato, Sr. Ron Ananian Jim Bowers Charles Bryant Don Chard Guy Citro Pete Cook Ed Day Dave Demarest Phil Dolcemascolo Tom Elder Bob Everett
Alicia Figurelli Thomas Greco Dan Hawtin Rich Johnson Wes Kearney Nick Kostakis Jim Kowalak Keith Krehel Joe Lubrano Michael Lovullo Jeff McDowell Sam Mikhail
Ron Mucklow George Petrask Russ Robson Jerry Russomano George Threlfall Cynthia Tursi Lee Vetland Paul Vigilant Rich Weber Brian Vesley Glenn Villacari Stan Wilson
New Jersey Automotive | April 2022 | 7
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OUT OF BODY (AND MECHANICAL) EXPERIENCES
A Success Story by THOMAS GRECO, PUBLISHER Wow. Just WOW. That’s the only word I can think of to describe NORTHEAST 2022. The turnout was amazing. The vendor displays were impressive. The presenters were inspiring. I’m not one to throw around those kinds of adjectives easily. But please, allow me to explain. We have been working non-stop on the NORTHEAST show for over two and a half years. We traditionally dive into our day-to-day activity in September of the year prior, so after the great success of NORTHEAST 2019, we took a few months to catch our breath. Once September came, we hit it full steam - only to be stopped dead in our tracks on March 10, 2020 when the Governor shut down the state due to COVID. It was a week before the show. As we all sailed the uncharted waters of the pandemic, we kept postponing the show until it was just impossible to hold it in person. We put on a virtual show in August 2020, but despite what anyone says, virtual shows simply don’t work. They cannot recreate the nature of a physical in-person event. At least in our
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industry. But we tried. We took our lumps and continued to push forward to an in-person show in March 2021, but COVID still had us in lockdown. We finally took a risk and were able to put together the industry’s first in-person event of this scale in September 2021. Unfortunately, the industry wasn’t ready. The vendors were extraordinary. They turned out. But the people didn’t. Attendance was down 75 percent. As always, AASP/NJ was incredibly supportive. And our vendors were disappointed but understanding. As soon as the show was over, instead of our usual sigh of relief and a couple months of resetting, we had to dive right back in and get NORTHEAST 2022 back on schedule where it belonged in March. And I swear to you, as someone who worked on their first NORTHEAST in 1984, this was by far the most difficult show we ever put together. Between the drama and unprofessionalism of those who tried to diminish and divide to the justifiable indecisiveness of supporters who had valid reasons to be wary after a much lesser
continued on pg. 48
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PRESIDENT’S MESSAGE
Are You Using the Weapons In Your Arsenal? When you’ve been around this industry as long as I have, you feel like you’ve learned all the tricks. There was a day when I didn’t know how to respond to an insurer’s rebuttals, but now it’s a whole other story - there’s nothing they could tell me that I don’t have an answer for. And I acquired that knowledge by pursuing it, by seeking out educational opportunities and learning as much as possible. It’s impossible for a single person to know everything, but even if someone could gather ALL the information out there, it wouldn’t make any difference unless they were actually implementing that knowledge! AASP/NJ just wrapped up our 45th NORTHEAST® Automotive Services Show, when we offered three days of training on relevant industry topics and problems that shops encounter regularly. This year’s seminars were all fantastic. I attended several classes - and learned something new in each one! During the ADAS panel on Sunday, I was intrigued and concerned! - to learn that roughly 60-65 percent of vehicles that SHOULD receive a calibration are NOT being calibrated…and I’ll certainly be evaluating our processes to make sure my shop is on the right end of that statistic. On the flip side, I was pleasantly surprised to hear that insurance companies are seeking calibration education from I-CAR. Dave Gruskos’ class on OEM certifications was enlightening, and he provided great insights on how shops can do their homework to determine whether a specific OEM program is right for their business. The Appraisal Clause panelists taught me a lot about diminished value, short pays and undervalued total losses, plus they offered great tips on how shops can combat those regular occurrences to help our customers; if you’re not educating
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by JERRY MCNEE
your customers, you’re doing a disservice to them and to yourself. You see, every new piece of knowledge we obtain becomes a weapon that we can use to protect our customers and our businesses, but too often, we have a tendency to store that information in the recesses of our brain and never actually do anything with it…That’s like buying a new piece of equipment and allowing it to gather dust in the corner! Don’t let your investment go to waste. Having a fully stocked arsenal is meaningless if you never pull out your weapons, sharpen the blades and use them in battle. We’re in a strong industry, but there’s so much fear ingrained in what we do that repairers don’t want to attend training, get involved with associations or simply communicate with industry peers. Then, we’re pulling in opposite directions, diminishing our collective strength. It was great to see the many industry professionals at the Meadowlands last month, and AASP/NJ is grateful to every sponsor, exhibitor, speaker, volunteer and industry attendee who made NORTHEAST 2022 such a great event. But if we want to make collision repair an equally great industry, we have to start pulling together; we need to brandish arms on the same side of the battlefield, and the only way to do that is by implementing the knowledge we gain. Our industry faces so many challenges - some that we can control, others that we cannot - but at the end of the day, we each have to ask ourselves: How am I going to combat it? How far am I willing to go to stand up for what’s right? And then, we have to get and use the data we need to run our businesses the way we deem fit. It’s time to take up arms and defend our industry. NJA
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EXECUTIVE DIRECTOR’S MESSAGE
Another Successful by CHARLES BRYANT With all that is going on in the automotive industry from the changes in the modern vehicles on the roads today to the changes that can be attributed to the COVID-19 pandemic - collision and mechanical shops were smart to make it a priority to be at NORTHEAST® last month. Insurers are refusing to acknowledge the fact that collision shops can no longer perform repairs to the modern automobiles (which are basically rolling computers) for less money per hour than bicycle shops get paid to repair bicycles. These complicated automobiles are now equipped with Advanced Driver Assistance Systems (ADAS), such as sophisticated lane departure warning (which keeps vehicles in their lanes), adaptive cruise control (which maintains a safe distance from the car in front of it), automatic emergency braking (AEB) (which helps the driver brake the vehicle in an emergency situation) and much, much more… and those features are wonderful - until they fail or are damaged in a collision. Even the well-trained mechanics or repair technicians
who have been fixing vehicles for the greater part of their adult lives have to go back to school and start all over because today’s vehicles are nothing like the ones so many technicians are familiar with. The question is: Where does a technician, mechanic, painter or shop owner go to learn about the changes that have taken place or to see the new equipment, tools and training required to repair these modern vehicles? Well, every year, I hear that equipment providers, trainers and other people that provide services or anything related to new modern vehicles hold back the introduction of new equipment, tools and training, so they can introduce them at NORTHEAST. I myself can’t wait to get to the show every year to see all the new things that are now available to the members of the industry. This year was no different! I am always amazed when I walk the floor because, although I have been involved in the collision industry for well over 40 years, I still see things that I have never seen before. I saw the most amazing equipment and tools now available to create easier ways to perform processes and safely repair vehicles, addressing things that were much more difficult to deal with years ago. Although I have been involved in the collision industry for so many years, it never ceases to amaze me when I walk the floor at the show. What’s even more interesting is that there is something for everyone who has an interest in the automotive industry…whether it be modern tools, equipment or training, you can find it at NORTHEAST. Plus, people from all over the country - and even some from other countries made it a point to attend the show. Another great part of the annual event is the Leadership Meeting which we were able to have for the first time in two years. This event brings industry leaders from all over the country together to discuss trends and new laws, rules or regulations that have been created or deleted in their particular state. This was another great success as industry members got to trade ideas that will hopefully lead to resolving issues or problems. It was great to see so many new and old faces at the AASP/NJ booth. I am already counting the days until NORTHEAST 2023, set for March 17-19. NJA
16 | New Jersey Automotive | April 2022
Audi dealers strive to make you an Audi Genuine Parts fan •
Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.
•
Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.
•
Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.
Helping you do business is our business. Order Audi Genuine Parts from these select dealers. Flemington Audi 213 Route 202/31 Flemington, NJ 08822 Toll Free: 877.657.2787 Fax: 908.782.1795 email: rmuir@flemington.com www.NJPARTS.com
DCH Millburn Audi 2211 Millburn Ave Maplewood, NJ 07040 Toll Free: 800.553.9250 Direct: 973.762.0262 Fax: 973.762.2381 www.dchmillburnaudi.com
Paul Miller Audi 179 Route 46 East Parsippany, NJ 07054 Toll Free: 800.35.MILLER Parts Direct: 973.575.7793 Fax: 973.575.5911 www.paulmiller.com
Bell Audi 782 Route 1 Edison, NJ 08817 732.396.9360 Fax: 732.396.9090 www.bellaudi.com
Audi Brooklyn 211 63rd Street Brooklyn, NY 11220 Phone: 718.492.6400 Fax: 718.492.8899 rmerchant@audibrooklyn.com www.audibrooklyn.com
Town Motors Audi 400 South Dean Street Englewood, NJ 07631 201.227.6506/6536 Fax: 201.541.0314 www.townmotors.com
Jack Daniels Audi of Upper Saddle River 243 Route 17 Upper Saddle River, NJ 07458 201.252.1500 Fax: 201.254.1552 tbabcock@jackdanielsmotors.com www.jackdanielsmotors.com
Audi Bridgewater 701 Route 202-206 N Bridgewater, NJ 08807 929.600.9156 Fax: 908.595.0237 parts@audibridgewater.com www.audibridgewater.com
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18 | New Jersey Automotive | April 2022
Co-celebrating decades of creating chemistry between two industry leaders
Here’s to 235 years of combined service excellence This year, as Albert Kemperle Inc. celebrates its 80th anniversary, BASF also celebrates its 155th anniversary. We are proud of our decades of partnership with BASF and years of serving the auto paint and body industry together. Kemperle’s founders would be proud of this relationship and the growth their company has experienced because of it. Today, as we look forward to many more decades of service to our customers, we find ourselves filled with gratitude. The creativity, hard work, and sense of responsibility of the people working for our two companies have made us what we are today. Thank you for your many years of loyalty.
626 E. Elizabeth Ave., Linden, NJ 07036 414-416 Madison Ave., Paterson, NJ 07524 631 Clifton Ave., Toms River, NJ 08753 100 Melrich Road, Cranbury, NJ 08512 4 Emery Ave., Randolph NJ 07869
Phone: Phone: Phone: Phone: Phone:
(908) (973) (732) (609) (862)
925-6133 279-8300 797-3942 860-2800 244-4818
Fax: (908) 925-4344 Fax: (973) 279-9030 Fax: (732) 797-0774 Fax: (609) 860-2801 Fax: (862) 244-4822 www.kemperle.com New Jersey Automotive | April 2022 | 19
LOCAL NEWS
Job Opportunity: Collision Instructor Needed at Bergen County, Paramus Campus Have you ever considered engaging with the next generation of industry professionals by becoming a teacher? Or perhaps you know a passionate person who would excel at shaping young minds? The lack of qualified young talent entering the workforce has been a concern on everyone’s mind for quite a while, and here’s your chance to DO something about it! Bergen County Technical Schools is seeking a teacher of auto mechanics for the 2022-2023 school years for their Paramus campus; position is available beginning April 1, 2022. Job responsibilities will include developing, selecting and modifying instructional plans and material to meet the needs of all students, while fostering an atmosphere that is conducive to the students’ intellectual, physical, social and emotional development. Qualified applicants will hold or obtain certification through Automotive Service Excellence (ASE), preferably with ASE certifications in steering and suspension, brakes, electrical and engine performance. The selected candidate will also possess a NJDOE CTE instructional
20 | New Jersey Automotive | April 2022
certificate in skilled trades: Auto Mechanics or Automotive Technology, or they’ll obtain a teacher’s certificate via the alternate route program. In addition to being a New Jersey resident within one year from date of hire, the ideal candidate must possess excellent written and verbal communication skills; experience teaching high school students with learning disabilities is preferred. Do you love educating and inspiring high school students? Are you eager to make a positive impact on the lives of young people by teaching them everything they need to be successful in their future collision industry career? If you are sick of hearing about the tech shortage and ready to take action to correct this ongoing issue, this is the job for you. To apply, submit a current resume, copies of certification and a brief description of your teaching philosophy to Mr. Gary P. Hall via email at jeafor@bergen. org or via fax (201) 265-5785. NJA
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NORTHEAST 2022 RECAP
The Past Merged with the Future at Inside the Return of AASP/NJ’s Flagship Event
2022
BY CHASIDY RAE SISK & ALANA QUARTUCCIO BONILLO PHOTOS BY JARGAPIX
Crowded floors. Packed seminar rooms. Smiles and laughter among old friends and new. It almost seemed as if the world hadn’t been contending with a global pandemic for the past two years at the NORTHEAST® Automotive Services Show, held March 18-20 at the Meadowlands Exposition Center in Secaucus, NJ. The three-day event boasted the high-quality education, exhibitors and experiences that have become synonymous with the country’s largest and fastest growing regional automotive trade show. As AASP/NJ celebrated the 45th iteration of its flagship event, the comforts of the past - interactions with quality attendees, connections with old friends and longtime exhibitors - merged seamlessly with the present and the future as over 3,000 attendees perused aisles filled with some of the industry’s latest and greatest tools and equipment in between world-class educational sessions
focused on today’s most relevant topics, designed to help automotive and collision professionals prepare their businesses for success. “NORTHEAST 2022 was definitely a success,” according to AASP/NJ Executive Director Charles Bryant. “Everybody I talked to was pleasantly surprised and very happy about the amount of foot traffic on the show floor. Attendees seemed to appreciate the opportunity to explore new tools and equipment, and engagement in the educational classrooms exceeded our expectations. Overall, it was truly a terrific weekend.” “NORTHEAST 2022 was fantastic!” AASP/NJ President Jerry McNee agreed. “The turnout at the show was higher than expected, and it was exciting to see the industry gather together again. The educational seminars offered great insights for automotive and collision professionals
ready to take the next step to improving their businesses, and high-quality attendees interested in making purchases filled the trade show floor. Everybody was happy to be back at NORTHEAST, and I received a lot of favorable feedback from attendees and vendors.” “My impression of the show was very positive; the aisles were busy, and it felt like a return to the days before COVID,” Simone Mazzon, sales manager at USI of North America, corroborated McNee’s belief. “Attendance was higher than we expected; it was wonderfully high compared to recent times,” acknowledged Ted Dinnella Jr., president of Collision Equipment Consulting. “We’re always happy to support AASP/NJ.” “AASP/NJ is one of the best associations in the country, and NORTHEAST 2022 went above and beyond my expectations,” expressed Dave Gruskos, president of long-time AASP/NJ supporter and NORTHEAST exhibitor Reliable Automotive Equipment. “The high attendance and the industry’s enthusiasm were exceptional to witness, and seeing things headed in the right direction left a really big smile on my face.” BASF Marketing Service Manager Tina Nelles also donned a grin as she recounted her experience at the show. “Engaging with local customers is always a highlight at NORTHEAST, and I was happy to see attendees’ excitement at the show. It was a pleasure to watch Kurt Lawrance (KTL Restorations), Jonathan Goolsby (Goolsby Customs) and Mike Ring (Ringbrothers) interacting with the local market; however, my favorite part of this year’s show was showcasing our efforts with Operative Talent, an initiative that BASF, KTL Restorations and the Collision Repair Education Foundation (CREF) started. “Attracting new talent to the
continued on pg. 32
REPAIRING THE ONGOING TECH SHORTAGE
Why can’t shops find qualified employees, what’s causing the tech shortage and how can the industry solve the tech shortage? These were just a few of the questions that were addressed during the highly anticipated panel discussion, “The Continuing Tech Shortage: How Do We Fix It?” which was moderated by Michael Bonsanto (Passaic County Technical Institute and I-CAR) and featured Brandon Eckenrode (Collision Repair Education Foundation), Keith Egan (Betag North America), Paul Hill (I-CAR), Bart Mazurek (CCC Intelligent Solutions) and Greg Settle (Techforce). Panelists identified several untapped resources for attracting new talent, such as recruiting military veterans and women, and while they stressed that the industry can fill positions by looking outside of youths in schools, Settle also noted the value of “starting earlier and building awareness around industry careers at a younger age” by engaging with elementary and middle school aged students. “Take your equipment in for a show-
and-tell, and let students play with it a bit,” Egan suggested. “Invest time into the schools and help give students a clear understanding of the great career they’re walking into.” “Schools need our support to help them stay up to speed on what’s relevant so we can ensure they’re teaching the entry-level skills that shops need the most,” according to Eckenrode who also recommended educating parents and school counselors about the industry’s opportunities. “We need to influence the influencers.” Solving the tech shortage crisis also means focusing on retention which requires developing a clear career path and a positive work environment. “Is your shop a place where employees know they’re valued and appreciated?” Mazurek asked. “Creating a great work culture pays off.” One attendee agreed, pointing out, “Happy employees become a form of internal marketing; they’ll promote the industry to other people.”
(L-R): Brandon Eckenrode, Paul Hill, Bart Mazurek, Keith Egan, Greg Settle
BLUEPRINTING AND BEYOND Hidden damage is the most common reason for delays on the shop floor, and during “Beyond Blueprinting to Guiding the Repair Process,” Tim Morgan (Spanesi Americas) and John Shoemaker (BASF) shared tips on how properly implemented processes during intake can minimize cycle times and improve shop efficiencies. “You have to measure the vehicle at some point, so why not do it upfront?” Shoemaker posed the question as Morgan stressed that measurements are vital for “finding damage at the beginning of the process and reducing supplements.” The dynamic duo tackled the need for repairers to scan each vehicle and to research OEM repair procedures which “tell you what to look at,” according to Shoemaker who also indicated that “OEMs are Tim Morgan
updating verbiage in some of their procedures and position statements to remove vagueness.” Creating a well-documented blueprint can help shops get paid John Shoemaker for their time and energy. “Make sure your repair plan includes everything - and include the documentation to support why you did what you did,” Morgan stressed. “It’s all a line item; don’t let them tell you it’s not. Vehicles must be repaired correctly, which means we have to follow the right processes and procedures, and shops deserve to be fairly compensated for their knowledge.” “Once you create a damage appraisal, you’ve got skin in the game; you’re liable if that vehicle isn’t safe and something bad happens,” Shoemaker pointed out. New Jersey Automotive | April 2022 | 25
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NJA_FULL_2021.indd 1
New Jersey Automotive | April 2022 | 31 5/27/21 5:43 PM
NORTHEAST 2022 RECAP
ACCESSING REPAIR INFORMATION FOR SAFE REPAIRS Gerry Bonanni, senior engineer of paint and body repair at Ford Motor Company, set out to have an informal discussion with repairers about the strategy that goes into the making of their vehicles, what tops the list of importance for making quality repairs and the many resources that repairers can tap into to assist them in doing so. The paint and body damage ability team at Ford maintains a philosophy of “by technicians, for technicians.” The team understands what technicians need and therefore sets out to look at ways they can improve designs. From position statements and owner’s guides to onlines sources like motorcraftservice.com (available to businesses with Ford OEM certification) and fordcraftparts.com which is entirely free, repairers have access to instructions at their fingertips. Looking to always “do the most cost-effective repair,” Bonanni used a Mustang front frame rail as an example. “We give you dimensions for the cutline, and we give you a full procedure of where to cut, how to do the repair, parts, etc. Now, some companies will give repair sections. We prefer to give you the whole rail. The reasons? The price continued from pg. 25
industry is imperative, but we need people talking about this industry in a positive light which is why funds raised through Operative Talent will help us create a website and PSA campaign to promote collision repair careers,” Nelles continued. “It feels really amazing to know that we’re taking action to improve the public’s perception of the industry, that we’re doing the right thing to make a positive
impact on the industry’s future.” “We hoped that NORTHEAST 2022 would be busy - and we weren’t disappointed,” said Nick Mattera, co-owner of Innovative Solutions & Technology. “The weekend flew by because we were talking to people during the whole show.” Betag Innovation National Sales Manager Keith Egan 32 | New Jersey Automotive | April 2022
of the service part would go way up. You’d have to pay someone to cut it - it would have to be an accurate cut. We’d have to get it packaged separately and recoated. We’d Gerry Bonanni rather give you a brand new rail and keep the price down. That’s our logic. “When it comes to exterior skin, depending on the damage, we want you to feel confident that you can repair it,” he added. “That’s why we say the determination in the least invasive repair is up to your expertise. You are in the best position to decide that.” He also prepared collision repairers for the future by addressing ADAS and the soon-to-come EVs and autonomous vehicles. “Love it or hate it, it’s the future, and we’re looking at it,” he explained.
shared a similar outlook: “Traffic was good, and our sales results were positive. It was so busy that I barely had a chance to walk around the show and check out the other exhibitors’ booths.” “I was pleasantly surprised by the amount of foot traffic and the large number of interested buyers,” contributed Frank Terlep, CEO of Auto Techcelerators. “We had a great show, talking to serious buyers who really wanted to learn about the equipment and new technology we offer,” added Karl Kirschenman, director of corporate communication and technology for Spanesi Americas. “It was really nice to see the collision industry enjoying an opportunity to come back together with increased optimism.” Dennis Barraza, regional sales manager for RGI Spraybooths, attended NORTHEAST for the first time this year at the booth of distributor JMC Equipment as his California-based company seeks to enter the market on this side of the country. “Displaying a full-size booth on the trade show floor offered a tremendous opportunity for us to build brand recognition in the New Jersey market. The turnout was impressive, and attendees asked insightful questions about our merchandise.” “Not only did we see good foot traffic on the floor, the industry professionals in attendance were incredibly engaged,” AkzoNobel Marketing Communications Manager Jen Poliski shared. “I’m very excited for NORTHEAST 2023 which I anticipate being even better and more populated as people gain confidence returning
continued on pg. 38
New Jersey Automotive | April 2022 | 33
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NORTHEAST 2022 RECAP
EXCELLENT CUSTOMER SERVICE DOESN’T MAGICALLY HAPPEN “Customer service is their overall perception of your shop based on their interactions,” explained Lee Rush (Sherwin-Williams Automotive Finishes) during “Achieving Service Excellence: Managing the Customer’s Experience,” adding, “Their experience is based on those touchpoints, and that’s where we have the opportunity to manage their perception. But we have to be dedicated to it every single day.” Rush emphasized the importance of establishing customer service processes so that employees understand how they’re expected to treat a shop’s clients. He offered suggestions for satisfying customers as well, including managing expectations, expressing genuine concern, offering flexible appraisal appointments, returning phone calls, providing proactive updates, ensuring customers are at ease with the process and giving customers a timeline…and meeting it. “Poor experiences stick with customers, and they’ll retell them for years,” Rush warned. “Or you can turn them into an advocate by giving them a positive experience they’ll tell people about. Customer satisfaction translates into loyalty.” Sharing three driving principles - think like a customer, look beyond the transaction and develop a reliable process - Rush guided attendees through ways to close the gap between customers’ expectations and their actual experience. “Continuously getting better is absolutely necessary if you’re going to excel.” Lee Rush
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continued from pg. 32
to normality.” “We weren’t sure what to expect this year,” admitted Lyn Tetreau, president and CEO of Lift King Products. “But we wanted to support NORTHEAST because we love this show. We got great foot traffic on Friday with a few small ticket sales and a lot of inquiries. On Saturday, we were ready to rock and roll, and we started the day out with big deal after big deal. Before we were halfway through Saturday, we knew we had a successful show. We weren’t expecting much on Sunday, but we made a bunch of great deals on what’s historically been the slowest day of the show too! We met with great people who we believe we’re going to have a lot of future relationships with, and that’s what it’s all about: future connections. So, if anyone asks if Lift King will be here next year, the answer is absolutely!” “Vendors were happy, exhibitions were beautiful, and attendees were very pleased with the educational seminars which were all well-planned and well-attended,” AASP/NJ Treasurer Tom Elder noted. “It was a fantastic weekend… NORTHEAST is back on track.” “NORTHEAST 2022 was wellattended, and AASP/ NJ is extremely pleased that our
attendees, educators and exhibitors were all happy,” agreed AASP/NJ Past President Jeff McDowell. “We were concerned about whether we’d attract as many attendees as we’d like, but our event management team did an excellent job spreading the word and getting the local market excited. The association’s Board members showed up and had great conversations with attendees at the AASP/NJ booth. Everything went according to plan, and I feel it was a great success.” “Our seminars were full and the floor was crowded, on par with prepandemic numbers, which was really amazing to see,” comments Thomas Greco, AASP/NJ secretary and president of NORTHEAST event manager Thomas Greco Publishing. “It really made the last two and a half years - spent postponing and waiting and wondering when the people would be ready to come back out - all worthwhile. “NORTHEAST 2022 was a total group effort. We had so many
continued on pg. 46
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NORTHEAST 2022 RECAP
COMBATTING CONSUMER UNDER-INDEMNIFICATION WITH RTA Consumer under-indemnification pervades the industry due to insurer pressures, but Right to Appraisal (RTA) offers one tactic that collision repair facilities can employ to protect consumers. Veteran industry journalist Joel Gausten moderated “Mastering the Appraisal Clause,” a panel discussion that included Charles Bryant (AASP/NJ), Robert McDorman (Auto Claim Specialists), Barrett Smith (Auto Damage Experts, Inc.) and John Walczuk (ZB Negotiations). “The Appraisal Clause protects consumers who are being underindemnified by their insurers,” McDorman explained, calling underindemnification “the biggest virus in the collision industry which hurts consumers the most.”
In a RTA situation, each party selects a competent, unbiased appraiser, and if they cannot come to an agreement, an umpire will be selected, according to Smith who acknowledged, “The Appraisal Clause sucks when they don’t play fair, but it’s a great option if everyone involved does it honestly and ethically.” “We advocate for the customers by taking them out of the equation and dealing directly with the carriers to solve their claims,” Walczuk outlined. “But shops must become more involved and knowledgeable to educate customers.” McDorman agreed that consumer education is imperative: “Transparency is vital as is empathy. The more we educate clients, the better their experience will be and the better referral they will become. RTA isn’t the answer for everything; we have to pick and choose our fights…We need to know which tools are in the toolbox and when to use them.” “We need to take control of our own industry by understanding the relationships between body shops, customers and insurers,” Smith encouraged. “Get involved with local associations to support their customer education and lobbying efforts.” Clockwise from top right: Charles Bryant, John Walczuk, Robert McDorman, Barrett Smith
40 | New Jersey Automotive | April 2022
CORRECT CALIBRATIONS SAVE LIVES Tim Morgan (Spanesi Americas) and Chuck Olsen (AirPro Diagnostics) addressed the buzz around ADAS calibrations so repairers can wrap their heads around what they need to know and - more importantly - what they need to do to ensure these systems are being recalibrated during “Get it Straight to Calibrate.” Although it may appear like ADAS made a recent appearance on the scene, driver-assistance systems have been around for decades. In fact, the first life saving device - the seat belt - was patented in 1903. “Fifty percent of collisions are caused by a delayed response,” explained Olsen. “ADAS systems make the ‘best co-drivers’ due to their ability to process information at a higher rate. They save lives…but once they are repaired, they have to be repaired the right way in order to do their jobs properly.” Millions of vehicles today already include ADAS features from rear cameras to collision warning systems, and the numbers are “exponentially rising.” Specific requirements are imperative to the re-calibration of these highly sensitive sensors. More ADAS features are on the way, such as night vision which will require a heat target upon calibrating. Whether a shop is equipped to handle calibrations in-house or uses an outside party or dealership, it’s strongly advised they include pre- and post-scanning in their repair plan. Morgan effectively summed up the importance of making sure ADAS systems work correctly with this concerning scenario: “When a doctor goes into an operating room, how many lives are at stake? One. When one goes in to repair a car, how many lives are at stake? The driver, the passengers and anyone who Chuck Olsen comes near that vehicle. You have more responsibility than a doctor today.”
2022 TECHNICAL TRAINING ON THE SHOW FLOOR Collision Equipment Consulting sponsored two technical training sessions on the trade show floor during NORTHEAST 2022, both taught by Craig Totten (Global Jig & Chief Automotive). The first session, “Structural Holding for Collision Repair,” emphasized the variety of new cars and the associated complexity which has been increasing over the past 1215 years. Totten stressed the importance of following OEM procedures. “The OEM spends thousands of dollars and a lot of time redesigning vehicles to make them safer for their occupants by designing them so they don’t fully collapse. In an accident, the energy transfers through the car and kicks out the back which is why we often see damage in the front and back but not in the middle. The same thing happens when you pull a car.” Totten provided tips, tricks and recommendations during “Welding for Modern Day Collision Repair.” “In the past, welding was easier. You could do everything wrong and still make it work if you knew how to weld,” he admitted, noting that times have changed. “Different materials make welding less simple. For example, take aluminum welding - it’s not hard; it’s just different.”
Craig Totten (at right) addresses NORTHEAST attendees.
PREVAILING V. MARKET RATES: COLLECTING WHAT YOU’RE WORTH Shops constantly need to invest in tools, equipment and training - not to mention standard Sam Valenzuela overhead and employee costs - but many facilities struggle financially due to artificially suppressed Labor Rates. During “Labor Rate 2022 & Beyond: How to Get What You’re Worth,” panelists Jerry McNee (AASP/NJ), Lucky Papageorg (AASP/MA), Burl Richards (ABAT), Barrett Smith (Auto Damage Experts, Inc.) and Sam Valenzuela (National AutoBody Research) delved into the reasons for Labor Rate suppression and how shops can circumvent insurer interference in this respect. “All shops are not created equally, yet we’re treated that way,” McNee pointed out. “The ‘prevailing rate’ isn’t what the insurers claim it is, yet we accept it. Nothing will ever change until we stop crying and do something about it - and it’s what you do in your own facility that will make the biggest impact. Do you even know your break-even point? We’re trading time for money, and I’m not here to make a deal; I’m here to run a business, so I’m going to charge my posted rates based on my costs.” “Collision shops can’t continue playing insurers’ games by their rules. We have to start thinking in terms of market-based Labor Rates which is why it’s so important to have a posted rate based on business costs and what the customer will pay,” Valenzuela agreed, referencing the value of shops participating in NABR’s LaborRateHero.com surveys as a way of creating “transparency which allows other shops to make better decisions. Shops need to use data to make those decisions; without data, you’re just guessing.” Unfortunately, many shops don’t truly know how to properly establish their Labor Rates. “Everything starts with education, but then you have to actually go out there and apply what you learn or nothing changes,” Richards emphasized, urging, “If you took time to come here and learn something from your industry peers, you need to do something about it when you get home.” One NORTHEAST attendee made an astute observation: “Humans don’t change their behavior until the pain exceeds the pleasure…Do you feel the pain yet?” Smith recommended following OEM procedures and showing customers how their vehicle manufacturers intend their cars to be repaired. “It’s a perfect opportunity to demonstrate your professionalism, earn trust and build that relationship. Shop owners often started their career as body men, but they need to become better businessmen. You’re the problem, but you’re also the solution.”
ADAS: MORE COMPLICATED THAN ROCKET SCIENCE Although ADAS isn’t a new concept, “60-65 percent of But as moderator Joel Gausten pointed out, “There’s no vehicles that should receive a calibration didn’t, so when such thing as a simple repair anymore.” we ask where the industry sits on this, the numbers speak “ADAS calibration isn’t rocket science; it’s much more for themselves… We’re behind!” claimed Frank Terlep complicated than that!” Lesniak quipped, emphasizing that (Auto Techcelerators) during a panel on “The Future of it’s also a vital component to ensuring a safe repair. ADAS,” which included fellow panelists Nick Barbera (ADAS “A calibration technician cannot rely on Diagnostics/Union Collision), Bud Center (I-CAR), George memorization; they need to constantly be researching and Lesniak (Autel) and Chuck Olsen (AirPro Diagnostics). keeping on top of this evolution because things change “As smart as these systems are, they’re also continuously,” Olsen added. “From a workflow very trusting,” Center said, noting that properly perspective, this work requires a different skillset performing calibrations means adhering to which often has to be sublet.” specific space, tools and equipment requirements Center agreed that subletting may be many as well as making sure it’s conducted on a level, shops’ best option for calibrations, but he also flat surface. “The systems trust that the people warned, “If you sublet this task, it’s still your doing the calibrations did everything correctly responsibility to make sure it’s properly completed and put the targets in the right spot. A lot of it and that the sublet company documented Frank Terlep comes down to a lack of understanding.” everything they did.” New Jersey Automotive | April 2022 | 41
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New Jersey Automotive | April 2022 | 43
NORTHEAST 2022 RECAP
AASP/NJ PRESENTS 2ND ANNUAL YOUNG TECHNICIAN AWARDS Two promising young technicians became the recipients of AASP/NJ’s Second Annual Young Technician Awards at NORTHEAST. Thanks to a generous $5,000 grant from the Utica National Group Foundation, AASP/NJ supplied John Carson (Parkway Auto Body; Nutley) and Nick Kiernan (Compact Kars; Clarksburg) with tool carts overflowing with tools and equipment to help them get their start in the collision repair industry. The annual award is given to up-and-coming technicians employed by an AASP/NJ member shop who have been working in the industry for less than five years. AASP/NJ received many applicants this year and decided to grant the award to two deserving young professionals. “We had six finalists, and we narrowed it down to two, but it was really difficult to make a decision,” explained AASP/ NJ Allied Board Member Joe Amato, Sr. of Amato Insurance Agency (a division of World Insurance Associates, LLC). “We hope these young men will put it to good use.” Carson expressed his gratitude to AASP/NJ for being selected as an award recipient. “This is going to be very helpful for me. It’s really going to come in handy as tools are expensive, and it’s great to have
some help.” Kiernan also communicated his appreciation for being chosen for the award. “Winning this award is just great. Being a younger technician is challenging…especially with trying to get the tools you need to get your job done as they are extremely expensive. It can be tough to get started.”
INDUSTRY STARS SHINE BRIGHTLY AT NORTHEAST You never know who you might see during NORTHEAST, and this year’s event gave attendees a chance to hobnob with some of the biggest names in the automotive world. Attendees mingled with Jonathan Goolsby (Goolsby Customs) and Mike Ring (Ringbrothers), courtesy of Platinum Sponsor BASF. “The biggest thing about coming to NORTHEAST for me is interacting with all the companies that are in the collision industry,” Goolsby shared. “Many tools and equipment bounce over into the hot rod world, so we can use a lot of those products on our end of the world too. Add in seeing the people and obtaining all the knowledge offered in the classes during the show, and it’s an all-around awesome show to attend.” Ring, a first-time NORTHEAST attendee, was also impressed by everything the show had to offer. “I came to NORTHEAST 2022 to represent BASF, but I’m taking a lot away,” Ring stated. “I was pleasantly surprised by how much I learned during the event. I came out to New Jersey expecting to do a simple meet-and-greet, but my
44 | New Jersey Automotive | April 2022
expectations were exceeded - I feel like I should have paid BASF to let me represent them!” Ryan Evans (Count’s Kustoms/History Channel’s Counting Cars), graced the NORTHEAST floor courtesy of Lift King Products. “I know Lift King did really well and heard other vendors saying the same. More industry professionals were walking the floor, and they were all happy to be there. Upbeat attitudes from attendees indicated that they were all really enjoying themselves…or they were just happy to not be in their office. It was a great event.” Javier Soto and Juan “Munch” Gonzalez demonstrated their skills at Javier Designs’ booth, and Indasa USA hosted several renowned artists over the course of the weekend: Adam Stone (Stone Cold Color), Cory Mroz (Mr Oz Designs), Kristian Baena (Fried Chicken Kustoms), Taylor Holmes (Trigger Happy Graphics) and TankBilt.
New Jersey Automotive | April 2022 | 45
NORTHEAST 2022 RECAP
DO OR DON’T: THAT IS THE OEM CERTIFICATION QUESTION OEM certification offers an exceptional marketing tool for developing relationships and building trust with consumers, but how can a shop know whether OEM certification is right for them? Dave Gruskos (Reliable Automotive Equipment) tackled this conundrum during “OEM Certification Success: Do’s and Don’ts.” Before applying for certification, shops should be prepared to hand over their tax returns and operate in a professional manner since certified shops are an extension of the dealer and manufacturer, according to Gruskos. Obtaining that certification requires convincing a dealership to sponsor the shop, being prepared for an onsite inspection and investing in the necessary tools and equipment required by the OEM. “Aluminum repairs include very specific environmental requirements, so you’ll need a clean room to get certified for those repairs,” Gruskos provided an example, adding, “Before buying new equipment, research which OEMs approve that product so you don’t have to buy it multiple times.” He also stressed the importance of adhering to explicit OEM repair procedures and their uses in receiving proper reimbursement from insurers: “You have to do it the right way, but if you’re following an OEM’s posted bulletin - and you provide that Dave Gruskos documentation - most insurers won’t go against that.” “There’s really no ‘basic’ anymore; you’re either in the game or you’re not. Figure out the cost of the investment you’ll need to make and whether you’ll be able to make any money,” Gruskos advised. “It’s wonderful to have a bunch of plaques on your wall, but does that make you more money…or just fuel your ego?”
STOP RIDING THE ROLLER COASTER OF INVESTMENTS During “Basic Investing Options for Shop Owners,” Susan Portnoi (Mercer Advisors) shared some tips for building wealth, beginning by acknowledging that “we can’t speak about investments without discussing financial planning which is a vital decision-making tool that gives you knowledge - and knowledge is power.” Recommending that shop owners think of their personal finances like they would those of a well-run business, she pointed out, “The more cash flow, the more you can save,” before breaking down ways that individuals can increase their pre-tax savings, reduce debt and refine spending habits as a way of creating more available cash to add to their investment portfolios. “Are you spending your money wisely? If so, you’ll have greater cash flow at the end,” Portnoi assured attendees before explaining how compounding interest works. “The sooner you invest it and allow it to start earning, the better. That money will continue to grow over time.” 46 | New Jersey Automotive | April 2022
continued from pg. 38
vendors, presenters and even industry professionals who couldn’t get here but believe that working together helps everyone succeed, step up and promote and support the show. We have over 3,000 reasons to thank them all.” AASP/NJ thanks these generous sponsors for supporting NORTHEAST 2022: Platinum Sponsor: BASF; Gold Sponsor: Ford Motor Co.; Silver Sponsors: Hertz, Indasa USA, PPG; Lanyard Sponsors: Chisum USA, GYS; Attendee Prize Sponsor: Spanesi Americas; and General Sponsor: Harbortouch. “We’re gearing up to come back even bigger next year,” McNee promised. “Mark your calendars now!” AASP/NJ is already working diligently on the plans for NORTHEAST 2023, scheduled to take place March 17-19, 2023 at the Meadowlands Exposition Center. Visit aaspnjnortheast.com for updates on next year’s event as they become available. NJA
Although each investor’s situation will be different, Portnoi explored several potential scenarios, but she strongly recommended hiring an investment advisor to remove emotion from the equation. “Investing Susan Portnoi becomes an emotional activity. It’s easy to get wrapped up in the stock market’s ups and downs, but it eventually goes up. Reacting emotionally when the market drops is the reason that the average investor underperforms. You need to understand financial planning and the risk associated with it to keep a proper balance, and a financial advisor can help talk you off the edge of that emotional roller coaster.”
INDUSTRY UNITES FOR RECYCLED RIDES PRESENTATION There were many reasons to smile over the course of the NORTHEAST weekend. But one moment that truly stood out was the one that changed a young woman’s life! The National Auto Body Council (NABC) chose NORTHEAST 2022 to present a Recycled Rides vehicle to deserving Newton, NJ resident Patricia Taylor. NABC’s Recycled Rides program has gifted thousands of vehicles to people in need all over the country since the program began in 2007. The gift of a restored 2016 Honda CRV gives Taylor the ability to work and take care of her new baby. “I’d like to thank the folks at AASP/NJ who are big supporters of the program,” NABC’s Keith Egan told the audience who gathered to watch the unveiling of the vehicle on the trade show floor. “We are grateful beyond words, and I can’t tell you how life changing this is for Patricia,” expressed Tina Magarino of Birth Haven, Inc. a Sussex County-based women’s shelter
which helps shelter, support and educate young pregnant women. “We are in a rural area where one can’t walk to work, so this is truly life changing. I really can’t thank you Recycled Rides recipient Patricia Taylor guys enough.” GEICO, which has given hundreds of vehicles to the Recycled Rides program over the past 10 years, donated the Honda which was restored by AASP/NJ member Benner’s Auto Body of Cranford. “With everything going on in the world, every day that we wake up with our families, we have to feel blessed,” shared Joseph O’Neill of Benner’s Auto Body. “Waking up knowing we have a roof over our head, a car to get us to and from work and a healthy family is all we can ask for. I want to thank NABC for letting me be a part of something that I truly think is special. It’s life altering to be able to do something like this, and my whole team feels that way. Thanks to everyone who was involved. I am so happy for you, Patricia. You are now part of our family, and we are here for you.” Taylor also received a $1,000 gift card from Enterprise Rent-a-Car and gift baskets from AASP/NJ and NORTHEAST event manager Thomas Greco Publishing.
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OUT OF BODY (AND MECHANICAL) EXPERIENCES continued from pg. 10
show just six months earlier. But all the stress and aggravation disappeared on the Friday night of the show when the people started coming through the door and didn’t stop coming through the door until Sunday afternoon. It disappeared when I peeked into our educational sessions and saw packed rooms.
It disappeared when I realized how lucky we were to have so many vendors, presenters and repairers, even those who weren’t at the show, pitch in and support and promote it. That’s what happens when an industry comes together and works for the greater good. That’s what happens when egos and vendettas aren’t involved. That’s what
happens when an association made up of AUTOMOTIVE REPAIRERS puts on a show for AUTOMOTIVE REPAIRERS. THANK YOU TO EVERYONE who made NORTHEAST an incredible success. We cannot wait to see you all again next March! NJA
CONDITION NOW would like to thank all of the industry professionals who came out to meet us during our breakfast event at NORTHEAST 2022! If you are an OEM-recognized repair facility that wants to begin documenting the quality of your work on YOUR terms, call us at 888-868-5440 or check out our ad on pg. 36 of this issue! 48 | New Jersey Automotive | April 2022
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