New Jersey Automotive November 2022

You’ve got the right tools, staff, technology and procedures to give your customers the best repair possible. The missing piece of the puzzle? Genuine Volkswagen Collision Parts. Contact an authorized dealer today and find your perfect fit.

Flemington Volkswagen 213 Route 202/31 Flemington, NJ 08822

TOLL FREE: 877-657-2787

FAX: 908-782-1795 email: rmuir@flemington.com www.NJPARTS.com

Douglas Motors 491 MORRIS AVE. SUMMIT, NJ 07901

PHONE: 908-277-1100 FAX: 908-273-6196

TOLL FREE: 800-672-1172 www.douglasvw.com email: douglasparts@douglasautonet.com

Trend Motors 221 Route 46 West Rockaway, NJ 07866 888-267-2821 fax: 973-625-4985 www.trendmotors.com email: dreinacher@trendmotors.com

Paul Miller Volkswagen 118 Morristown Road Bernardsville, NJ 07924

TOLL FREE: 877-318-6557

LOCAL: 908-766-1600

FAX: 908-766-6171

Email: aaitchison@paulmiller.com www.paulmillervw.com

Crestmont Volkswagen 730 ROUTE 23 NORTH POMPTON PLAINS, NJ 07444 TOLL FREE: 800-839-6444 fax: 973-839-8146 www.crestmontvw.com email: vwparts@crestmont23.com

“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2022 Volkswagen of America, Inc.

Parts

P.O. Box 734

NJ 07753

EXECUTIVE DIRECTOR

Bryant 732-922-8909 / setlit4u@msn.com

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

Danielle Molina, Perfect Bodies Collision Center (973) 777-7881 / Danielle@PerfectBodiesCollision.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

AASP/NJ’s

Alana Quartuccio Bonillo

NORTHEAST® SPOTLIGHT

for

NATIONAL

AirPro Diagnostics

Joel Gausten

Collision Shops

Chasidy Rae Sisk

Chasidy Rae Sisk & Alana Quartuccio Bonillo

AUTOMOTIVE RECYCLERS ASSOCIATION

Mario DeFilippis

Turo Turo Turo

Even though I’m closing in on senior citizenship (I actually used my first senior discount – ouch), I try to be hip. You know, “groovy,” “with it”…All those wonderful catch phrases from the sixties. I am also a bit of a tech nerd. I was the first person I knew with a VCR, a DVD, a DVR, an Ipod and an iPad. I started buying Mac products in 1984, so I was definitely ahead of the curve on that (wish I had invested in it like in Forrest Gump).

When new technology comes around, I always like to give it a whirl. One of the latest new apps becoming popular is something called Turo, which is a unique car rental concept that all the “youngsters” are raving about. It’s an app on your phone that is basically a peer-to-peer car sharing company that allows private car owners to rent out their vehicles.

Honestly, I had no plans to use the app even though my niece strongly recommended it. But when I went to rent a car on vacation through the traditional car rental agencies and saw the pricing, I was like, “Wait a minute. This is insane. I am NOT going to spend $225 a day plus fees.” So I took a look at Turo and found a 2019 Tahoe for $80/day. I’m a born skeptic, so when I contacted the owner of the vehicle and closed the deal, it seemed too good to be true.

The person I dealt with was great. We had originally scheduled to travel to Orlando the week of September 28,

by THOMAS GRECO, PUBLISHER

but a little thing called Hurricane Ian squashed that. When I rescheduled to October, the Turo owner had no problem. He met me at the hotel with the car, and everything ran smoothly.

Until I had to return it.

The Turo owner was supposed to pick up the Tahoe at 10pm on the night of the return. At about 8pm, I received a text asking where the car was. I responded that it was back at the hotel, ready to be picked up. Their next text sent me a different location, about 20 minutes away, to drop the vehicle off. Wait a minute. The pickup location was the same as the drop off –the hotel. I texted back a screenshot of the information, and the Turo owner said okay, but indicated they would get there later, around 11pm. At about 10:30, as I was enjoying my postdinner peach smoothie, I got a call from the owner. He said he couldn’t get a ride to the hotel and that he would pick it up the next day. Well, that was a problem. I told him that wouldn’t work because if I kept the car overnight, the hotel parking would be $50. I also told him if I brought the car to him, taking an Uber back to the hotel would also cost about $50. He said he would call me back.

With my smoothie melting from my aggravation, I came up with an idea. I called him and said I would drive the truck back to him if he would then drive me back to the hotel. He agreed. End of story, right?

Of course not. It’s never that simple with me. I picked the truck up from the valet, punched the address into my phone and started heading to the guy’s house. I did have some reservations about this since I know nothing about the outskirts of Orlando. But before I could worry about that, something more immediate crept up. I had made it about a mile away from the hotel when Mother Nature decided she didn’t like this solution and forced me to turn around and return to the hotel. Trying to be inconspicuous, I pulled in and told the valet I forgot something and that I’d be right out. I’m sure he wasn’t fooled.

After tending to those needs, I jumped back into the Tahoe and headed towards Route 4. Once I got on the interstate, I looked down at my phone for directions…and there it was, the dreaded low battery warning: five percent left. I was never going to make it to the destination without the GPS. I had no charger, so I started to panic. There was also no way I was driving back to the hotel. The valet would think I needed a diaper. But I thought quickly. I started taking screenshots of the directions. Once I had the three shots, I shut off the phone and then turned it on every few miles to check. And it worked. I made it to the address (which was in the middle of nowhere).

Unfortunately, it was a condo complex. And by now, the phone was dead. I had no way to call this guy. So, I sat outside the gates for 45 minutes thinking I was going to either get shot or eaten by an alligator. Finally, some guy came walking through the gates. It was the Turo owner. He took me back to the hotel safe and sound. On the way, he explained how lucrative this Turo thing is. He said he had 15 cars on the road, and he was making a killing. Might be something to look into.

Have It Your Way?

Are you the type of shop owner that’s so busy working IN your business that you never seem to find time to work ON your business? Well, I hate to be the one to tell ya, but if you’re not willing to put much in, how much can you possibly expect to get out?

Insurers want to come into our shops and tell us what to fix and how much to charge, but it’s your business; you’re the one liable for the safe repair of the customer’s vehicle. Yet, you’ll be dictated to by some kid who worked at Burger King last month, who has never looked under the hood of a car but was hired as a damage appraiser? Most likely, he’s appraising that vehicle through photo estimates and has never even seen this type of damage in person, but yeah, keep believing he knows better than the repair professional.

But the insurance industry always comes up with these new tactics to manipulate shops, and by claiming they’ll only pay these egregious rates that they pay DRP shops – who they have a contract with! – they’re turning this industry into the medical field. We’re going to have to charge co-pays to be able to do our jobs properly.

Successfully charging customers begins with consumer education, but it’s about a lot more than that. There’s strength in numbers, and we are many… but the size of our industry doesn’t work to your benefit unless you get involved. Get involved with performance groups and associations, both locally like AASP/NJ as well as through national organizations like the Society of Collision Repair Specialists (SCRS) and the Collision Industry Conference (CIC).

by JERRY MCNEE

It means supporting local vo-tech schools (even though they don’t call them that anymore; they’re now known as “magnet schools” since vo-tech has a negative connotation associated with it) because those students are our industry’s future. We need to fight against the poor image that many consumers have of the trades. People don’t get involved because they want to; they get involved because they have to. If you haven’t been paying attention to the fact that you have to get involved, let me sound that alarm. IT’S TIME TO GET INVOLVED!

We’re past the point of sitting on our laurels and making excuses. Stop believing that this is “just the way things are, and it’s never going to change.” I call BS! Things absolutely change, but we’re often our own worst enemy. We get so focused on pushing the next car out the door that we don’t pay attention to the real problems negatively affecting our businesses.

Whose business is it, anyway? No matter how much the insurer wants to dictate the repair, you’re the one who’s responsible. It’s your business and your reputation. And if you make the wrong decision, it’s going to be your neck on the line.

You may be a little late to the party, but there’s no time like the present to get started, to get active and to make a difference for your shop and your industry. Don’t get caught with your pants around your ankles, surrounded by a pile of crap. Stop making excuses, clean up the garbage around you, and start building a stronger future for all of us.

NJA

Don’t Moan and Groan; Just Do the Work

by DENNIS CATALDO, JR.

Recently, I had two total loss claims arrive at my facility. One arrived on a flatbed, while the other was driven in. Upon initial inspection, I assumed they were total losses just based on the age and mileage of both vehicles – not to mention the damages sustained in their respective collisions; however, both vehicles arrived with photo estimates stating they were repairable.

Although photo estimates are a hotly debated and contested topic, unfortunately it is a thing that I choose to deal with. I don’t get upset and moan and complain about it to Charlie Bryant via the AASP/NJ Hotline. I decided to utilize what I have learned over the past few years in training seminars provided by our association and get to work.

The paperwork on both claims from different carriers stated to email photos of additional damages and supporting documentation for supplemental damages. To me, that sounds like a non-included photo documentation operation, so it was noted in the file and charged accordingly.

Upon disassembly, which was documented and billed for appropriately, OE research started. The OE access was paid for and billed as well as the time to research the 20-40 pages of documents that were then added to the supplement file and emailed to where it was requested. A repair plan estimate was written using previously mentioned documentation and the additional resources found within the DEG (degweb.org), which added on average 20-30 additional labor lines which were billed.

During AASP/NJ’s last Town Hall meeting, a member said they write down the amount of time spent on the phone or in person when dealing with administrative tasks of the claim, whether it was discussing repair process or claim details with the vehicle owner, claim appraiser, auction company or finally the company responsible for removing the vehicle from the shop. Remembering this, I recorded and documented over 1.7 hours of administrative time on just these two claims alone and charged for it.

When submitting a photo estimate supplement, I always copy the owner of the vehicle to document the response time for the claim. Documentation is crucial when combating delays perceived by the vehicle owner. I did my part; the delays are on them. After notification of the vehicles becoming a total loss and notice that they have been released by the owners, I send an updated final bill every three business days.

Once again, I reiterate the need to document the file and bill appropriately for your labor. That way when the call comes to negotiate the storage bill on the vehicle, I can respectfully decline by providing all the dates where I had submitted charges. If insurance companies find it more cost effective to utilize our labor to process their claims, so be it. I just require that I be compensated appropriately for my labor and expertise.

Communication, Collaboration and Congratulations at AASP/NJ’s Annual Meeting

Collision repairers and automotive professionals from all over the Garden State packed the Gran Centurions in Clark, NJ on October 19 to honor their peers, collaboratively discuss ideas and obtain valuable resources and information during AASP/NJ’s Annual Meeting.

After opening remarks from AASP/NJ President Jerry McNee and Executive Director Charles Bryant, the association re-elected Tom Elder (Compact Kars), Mike Kaufmann (Mike Kaufmann Dealer Group) and Tom Greco (Thomas Greco Publishing) for the 2022-2025 term. Danielle Molina (Perfect Bodies Collision Center; Passaic) was also elected to her first term on AASP/NJ’s Board of Directors.

The awards presentation got underway with the Russ Robson Scholarship Award, which was given to Patrick Crome, a Mercer County Vocational School student employed by Compact Kars (Clarksburg).

“Russ was a big supporter of training, and he taught part-time at the Mercer County Vocational School where the winner of our recipient of the Russ Robson Scholarship Award is a student,” said Elder of the former president. “Patrick came to us interested in learning about our industry, and he does a great job working in our shop.”

Receiving the scholarship award was “pretty special” to Crome. The up-and-coming technician plans to continue his training and is committed to building a career in collision repair. As the industry has been facing a technician shortage nationwide, young people coming into the fold is something that must be encouraged and celebrated as the association did that night.

Next, the New Jersey Automotive / Stan Wilson Body Shop of the Year award was given to Paul Sgro of Lee’s

Garage (West Long Branch).

“This award was known as the New Jersey Automotive Body Shop of the Year award before Stan passed,” AASP/ NJ Past President Jeff McDowell (Leslie’s Auto Body; Fords) recalled of his late friend. “Stan was a legend. He is still well remembered today. It is my honor to present this award to Paul.”

“I can’t thank you all enough for this. It means a lot to me,” Sgro expressed whole-heartedly. As he recalled looking back on the 55 years he has walked the floors of his shop, Sgro told his fellow audience members there isn’t one of them who does not have the “first responder” approach in wanting to help others.

“We all fight the good fight, to win battles, and we all continue to strive every day. We all go through challenges and work hard. We put it all out there for our families and our employees’ families to make them happy in a culture that we build. I am very proud to accept this award.”

McDowell acknowledged that Sgro’s work goes

AASP/NJ is thrilled to announce that exhibitor registration is open for their flagship event, the NORTHEAST 2023 Automotive Services Show at the Meadowlands. Now in its 46th year, NORTHEAST 2023, the largest and fastest-growing event of its kind, is scheduled for March 17-19 at the Meadowlands Exposition Center of Secaucus, NJ.

“We are beyond excited to welcome everyone back to Secaucus, NJ for NORTHEAST 2023,” shares AASP/NJ Past President and Trade Show Committee Chairman Jeff McDowell. “After the uncertainty we’ve all experienced over the past few years, I can’t wait to be back among industry professionals to experience what

we’ve all come to expect from NORTHEAST: Three days of exclusive training, networking and the best exhibitors around! We began planning for next year very shortly after NORTHEAST 2022 ended, and I’m confident this upcoming show will be our best to date.”

Badge registration for NORTHEAST 2023 will open on December 1. To reserve booth space for NORTHEAST 2023, please visit the official website of NORTHEAST, aaspnjnortheast.com, and click on Exhibitor Info to get started.

For news and announcements regarding NORTHEAST, please visit aaspnjnortheast.com. To learn more about AASP/NJ, visit aaspnj.org

Forward-Facing Innovation: Inside AUGGIE by AirPro Diagnostics

“HELP!!”

This four-letter combination ranks among the most taboo words in the industry, although there’s no shame in needing assistance in this ever-evolving field. With everything from supply chain issues to simply paying utilities weighing on the minds of anyone who turns the key to a shop’s door each morning, being a collision repair facility owner in 2022 means juggling multiple responsibilities. Many could use a little support, yet few actually request it.

At best, many owners and technicians are too overwhelmed by the demands of the day to ask for assistance; at worst, some facilities don’t even realize that they need help with performing OEM-level repairs. This dilemma gets even worse when ADAS – a trend that is not going away – is thrown into the mix. Very often, facilities that perform ADAS calibrations find themselves in desperate need of a simpler way to make required calibrations in their bays. This demand becomes increasingly urgent for any facility working on vehicles that require static calibrations for forward-facing cameras. Fortunately, AirPro Diagnostics is proud to share a revolutionary new approach to calibrations that is already drastically reshaping – and simplifying – how these procedures are performed in the field.

Specifically engineered to deliver accurate and repeatable precision calibrations in any environment, AUGGIE by AirPro Diagnostics is a wireless device that allows users to perform calibrations without the considerable space demands of traditional methods. AUGGIE makes this possible by rendering a scaled down, digital version of the required static ADAS target and presenting it to the forward-facing camera at the precise scale and perspective defined by the vehicle manufacturer. Perhaps best of all, this exciting new process dramatically reduces the physical space requirements, giving technicians more room to work and owners the peace of mind that they don’t need to expand their square footage to successfully compete in the ADAS market.

Additionally, AUGGIE provides a breath of fresh air to collision facilities that typically sublet calibrations. Now, these shops are better positioned to perform safe and proper procedures without being forced to remove the vehicle from their businesses. This is a massive leap forward for shops that would usually send a vehicle to an outside vendor after installing glass.

“Without the AUGGIE, they are going to need either a full set of targets or at a minimum the targets specific to that vehicle – and of course, there is a cost for that,” explains Ron Gatto, AirPro Diagnostics’ senior director of technical service operations. “Number two, they’d have to

invest in the software, which is pricey, requires updates and can have a steep learning curve to master. Number three, most often, that car has to be transported to a dealership on a hook or a flatbed. That could take a day, then the dealer could sit on it for x number of days. After the dealer performs the service, the vehicle has to go back to the shop. Before you know it, it has taken days – or even weeks – to complete the repair.”

As an industry professional who worked on the dealership side of the business before joining AirPro Diagnostics as a Nissan brand specialist, Brian NeSmith sees the benefits of AUGGIE as an on-location tool for independent shops.

“When a vehicle came to the dealership, we’d backburner it a lot of the time because other stuff was going on. AUGGIE eliminates that, helping to expedite the process.”

AUGGIE made its official industry debut last September at the Texas Auto Body Trade Show. Naturally, AUGGIE has already gained considerable attention among automotive repair businesses – particularly mobile glass operations – that can now avoid the burdens of dealing with space with a level floor, vehicle fuel level and payload, lighting and other environmental factors that largely influence the success of more traditional calibration methods. Thanks to AUGGIE, the days of needing at least 250 square feet of wide-open space to complete a successful calibration on a vehicle with a forward-facing camera are over.

According to Martin Obradovich, AirPro’s group manager for Asian manufacturers, “The AUGGIE device was created to avoid having to set up a full-size target, thereby making it quick, easy and efficient for the shop to calibrate the forward-facing cameras.”

AirPro Diagnostics Audi/Volkswagen/Porsche Brand

“

The AUGGIE device was created to avoid having to set up a full-size target, thereby making it quick, easy and efficient for the shop to calibrate the forward-facing cameras.

Supervisor Curt Normandy considers accuracy and ease of use to be AUGGIE’s greatest strengths.

“Audi/Volkswagen can be challenging when it comes to getting those calibrations performed. It can kick you out of calibrating one of those cameras just for having an incorrect value. With the AUGGIE system, users don’t experience that.”

As with other tools from AirPro Diagnostics, AUGGIE users are placed in direct contact with dealer-trained brand specialists who possess the expertise to help the shop determine if a particular vehicle needs a calibration – and what that calibration is – while also eliminating unnecessary footwork in the bay.

“One of the most common phone calls I get is, ‘Does this car need a calibration?’” Normandy observes. “We have really done our best to narrow that down. Whether that be a phone call or a scan submission, we get AirPro users the answers they need as soon as possible.”

“AUGGIE went through several different iterations and engineering designs, a lot of research and testing and thousands of vehicle measurements to make sure the process went correctly and we had a database that works,” Gatto adds. “When the AUGGIE calibrations come in, they’re not going to someone who’s been working on cars for three days; they’re going to people who are brand experts and have performed calibrations every single day for years. That said, our people are very accustomed to change within the industry and within the models. Doctors only get to see two models, and they never change. In automotive, we have 20 or 30 models, and they sometimes change twice a year.”

Not surprisingly, AUGGIE has quickly caught on among those facilities looking for a reliable, efficient way to perform calibrations without losing critical shop space –or their patience.

“The end-users have been

extremely excited and happy about the AUGGIE,” comments AirPro Diagnostics Regional Operations & Field Services Manager Joseph O’Leary. “It saves time and simplifies set-up, and shops don’t have to send vehicles to calibration centers or dealers or to make consumers sign waivers that their vehicles are not safe when the glass shop leaves their home. AUGGIE is a game changer for shops, a great success!

For more information on AUGGIE, please visit www.airprodiagnostics. com/auggie

Joel Gausten has been covering the national collision repair/automotive service industry since 2000. He can be reached at gaustenbooks@ gmail.com

How Customers See Us: Controlling the Perception of Collision Shops

Collision repairers fix cars; that’s what you do, but those cars belong to consumers who don’t always know how to tell the difference between a good shop and a bad shop. In fact, many of them have been taught – through portrayals in the media and stories shared by friends and family – that shops (and often repair professionals) cannot be trusted.

For an auto body shop to sell repairs to consumers, the collision professional must first sell the potential customer on the shop itself. Tragically, that sale often presents the largest hurdle in the process. Why? Often, shops struggle to convince customers that they’re the right repair facility because the average consumer perceives automotive shops unfavorably!

“Unfortunately, automotive repair in all forms has historically been viewed by consumers with a certain amount of wariness and veiled suspicion,” John Niechwiadowicz (QLC, Inc.) asserted. “Decades ago, auto body repair was often conducted out of the owner’s garage or other outbuilding at their residence. It was critical to ‘have a guy’ that you could trust to repair a vehicle correctly and for a fair price. Today, many people rely on online reviews and referrals from friends and family to make their choice.

“And many more mistakenly place blind trust in their insurance company to steer them to a shop, not realizing the insurer often doesn’t have the knowledge, expertise or inclination to offer options that put a proper repair in the forefront,” he added. “Finally, the repairer is frequently the deliverer of bad news, even though it may be out of the shop’s hands. ‘You don’t have rental coverage’ or ‘your insurer won’t pay for OEM parts’ are common examples. Despite these daunting conditions, though, many shops are still very successful at developing a solid base of loyal, trusting customers.”

“The average consumer views the collision repair industry in a negative light,” believes Micki Woods (Micki Woods Marketing). “Many feel that shops are trying to scam them, and there is general mistrust related to many different factors. The most common are bad past experiences, a lack of understanding that leads to assuming the worst and horror stories from friends or family.”

“I agree with most industry experts that the public’s perception of the industry is negative, largely due to years ago when shops had a history of being less than professional and, in some cases, less than honest,” suggested Lee V. Rush (Sherwin-Williams). “We’ve also seen negative media coverage of our industry which perpetuates that perception and gives the consumer a negative impression of shops, collision repair and our industry as a whole.

“The high cost of repairs feeds the lack of trust as consumers see an estimate and refuse to believe we’ve given them a fair price for simply bumping into someone,” Rush continued. “Combine that with the fear of not really understanding what we do, and we can see why many customers are reticent about trusting shops. We continue ‘enjoying’ that reputation, whether we deserve it or not, and to be fair, it’s not just our industry – lawyers, car salesmen and mechanical shops contend with a similar stigma.”

Maylan Newton (Educational Seminars Institute) sees it a little differently.

“The public doesn’t view the industry in any direction until they need work done on their car. Then, their thought process trends toward negativity because of how the industry is portrayed in the press in general.”

The impetus for improving the public’s perception of the collision repair industry lies firmly with the shops. Marketing plays a vital role for any business desiring to increase profitability, and shops need to utilize these tools to improve the overall image of collision repairers and the industry at-large…rather than relying on bill payers to advertise on their behalf.

“Insurance companies tend to position shops as a commodity by portraying every shop as the same, evidenced by the continued and suppressive application of a ‘prevailing rate’ that’s broadly applied to every shop in a market,” Niechwiadowicz stressed. “But every shop is not the same, and it’s imperative that each shop clearly identifies what makes them different – and better – than their competition. Further, everyone on the team should have a common understanding of these differentiating factors and selling points. Once that is established, shops must communicate those compelling reasons a vehicle owner should choose them. We cannot rely on insurance companies as our sole means of marketing. Shops must spread their message and share their stories with their target market. Each shop has a unique history and interesting back story to share, and the market needs to hear it. We have to get in front of the customer long before they need our services.”

Woods concurs that “the best kind of praise comes from other people! I recommend each shop solicit frequent and recent testimonials on the major review sites (Google and Yelp), so prospective customers can hear directly from other consumers.”

Social media frustrates many of us, yet it’s another valuable tool that shops can’t afford to ignore when it comes to correcting the industry’s perception from a distance.

“Showing your employees’ faces on social media, your website and elsewhere online creates a stronger

feeling of connection to your shop for the consumer,” Woods advised. “If shops can show that they are involved in the local community, consumers will feel the shop is part of their ‘team.’ Shops that participate in local events and support local organizations can showcase their involvement by posting photos to social media and tagging the places or organizations they’re partnering with. This is a great method for building brand awareness.”

“It’s important that shops project a positive outlook on these platforms and in all forms of advertising; we need to promote the finished product,” Newton emphasized. “Customers don’t want to see damaged cars; that’s negative imagery. Any kind of traffic accident or body damage is traumatic, and we want the customer to stop thinking about that trauma. Positive imagery of happy families driving away in their repaired vehicle helps shops move away from the negativity and guide customers to focus on what the shop will provide, about how the collision repair facility will make them whole by restoring their safe, reliable and dependable transportation.”

Although Rush agrees that a shop’s online presence requires significant attention for shops eager to “wow the consumer,” he feels that they need to pay attention to the first point of contact before the customer comes in the door – which often occurs through a phone call. He offered a tip: “Smile before you answer the phone or make the call; customers can sense your mood through the tone of your voice.

“First impressions are powerful and critical. It may be our 20th call today, but it’s the customer’s first call to us… and it’s our only chance to make a strong first impression. We need to portray an overwhelmingly high level of professionalism within a few seconds when we answer the phone because that’s often how we ‘meet’ that customer. Body shops have come a long way when it comes to developing proper greetings and scripts because they realize they need to explain their process and training, as well as develop an emotional connection, in just a few minutes. What’s different from your shop’s script than the shop down the road? We need to consider that to make sure we’re standing out from the competition.”

Collision repairers know there’s a need to interact in a friendly and professional manner with their customers, but in order to have that opportunity, they must come into the collision center. Phone skills offer a great start, but what happens when the customer drives up to the shop?

“Image is very important, but most shops fail to realize that it actually starts about a mile away from the shop with your signage,” Newton pointed out. “Signs should look professional and clearly indicate where the customer needs to go.”

“We need to be conscientious of the first impression the customer receives when they pull up at the facility, too,” Rush added. “Many shops don’t have many parking spaces, or they may lean parts against the counter as they unload a delivery truck. As industry professionals, we’re

desensitized to the way this looks. It doesn’t seem out of place to us, but for most consumers, this makes them uncomfortable. We only have a handful of touchpoints with each customer, and managing the aesthetics of the facility can ease their mind from the onset of the process. Cultivate a showroom – and I use that word intentionally – that doesn’t look like a ‘body shop.’ Doing these things allow shops to create a first impression that drives customer confidence and trust more than anything else.”

Of course, the most effective means of building a relationship and garnering trust comes down to the good ol’ fashioned, tried-and-true method of human interaction, and shops have multiple opportunities to correct consumers’ perception of the industry when they’re on site.

“Immediately greeting the customer on-site creates a first impression too,” Rush noted. “They’re typically walking in with a lot of emotion and not necessarily much logic, so how they’re treated as soon as they walk in drives their emotions, their response and their feelings about the business. Uniforms communicate a certain level of professionalism as well. We’re past the days of customers believing the shop’s employees will take care of them; they expect a $70,000 vehicle to be repaired by professionals, and professional uniforms create that impression pretty effectively.”

“Body shop customers are dealing with a traumatic experience that they rarely encounter,” Newton observed. “Are they greeted by friendly, smiling professionals who help them resolve their problem? Even though they’ll only be in the shop for a short amount of time, we want them to be comfortable while they’re there, so make sure the shop is clean and smells good. Staff should be professionally dressed, and always offer customers something to drink while waiting for the paperwork. Dealing with insurers and supplements poses challenges for the shop, but the goal is to make it as painless as possible for the customer –when their burden becomes the shop’s burden, they’ll feel the shop is taking care of them, and that’s how we make customers happy.”

“Do anything possible to reduce the stress and tension the customer is feeling, right from the start,” Niechwiadowicz encouraged. “Often, little things make a big difference. Directional signage, for example: Where should I park? Where’s the office entrance? Eye contact and a friendly greeting as soon as the customer walks in the door so they know who to talk to. Consistent application of customer service fundamentals and basics is still key. Identify your company and yourself when answering the phone, so the customer knows who they’re speaking with.”

“Nothing beats a collision center team that actually cares,” Woods insisted. “Consumers can feel whether their presence is a bother or if the staff is there to care for them. Find people with warm, friendly demeanors to

answer your phones and greet your guests. Writers should be explaining and informing the guests throughout the process, so they feel like they are part of the process, which will create a more trusting relationship. Team members who go out of their way to run that extra mile mean a TON to guests, especially those who were originally leery of body shops in general.”

It’s important to continue building that rapport throughout the process as well.

“No matter how frustrating the repair cycle might be, we have to manage the customer’s experience and expectations,” Rush recommended. “Consistently update the customer on the regular cadence of progress. Providing regular updates makes it less detrimental if you do have to call them with less-than-favorable news. Conversely, if the shop only calls with bad news, that’s the only experience they have…and it’s negative.”

“It would be great to be more informative as an industry,” Woods stated. “Transparency lessens distrust, and a desire to help our customers – versus focusing only on selling to them – would be a nice switchup.”

“Develop a relationship with the customer, educate them on the repair process and their accountabilities and responsibilities along with those of the shop and the insurance company,” Niechwiadowicz offered. “All of which may be new or different for them even if they’ve had their vehicle repaired in the past. The technical complexity of automobiles has increased dramatically and so has auto body repair. Help guide customers through the process and establish yourself as the trusted technical expert who will ensure their vehicle is repaired properly in return for fair and reasonable reimbursement.”

Niechwiadowicz emphasized that education is key to improving the industry’s image. “We must educate the industry in the sense of continuing to promote and insist on complete and proper repairs. And we need to focus on educating the market as to the ever-increasing technical complexity of automobiles today, what a proper repair really entails and the inequity in auto body labor rates compared to other automotive related services.”

While shops can do many things to improve the perception of their individual businesses, it would be ideal if the industry in its entirety collaboratively made some efforts to promote collision repairers’ professionalism, extensive training and hard work.

“We don’t have a national organization that advocates for us,” Rush lamented. “A lot of regional organizations do a great job in specific markets, but nobody is pulling together a public service announcement to promote the level of expertise needed in this industry or the great career opportunities that exist within collision repair. This contributes to the skilled labor shortage we’re experiencing as well.”

“Associations for collision and automotive repairers need to create general industry advertisements,” Newton claimed, referencing egg commercials that negated

claims that eating eggs led to high cholesterol. “It wasn’t about a specific brand; they promoted eggs in general. Our industry doesn’t have a general plan to market the good things we do. Associations should be managing that as a way of improving our image.”

Many collision associations strive to do exactly that, and AASP/NJ consistently maintains its position as a forerunner in its efforts by offering a webpage dedicated to consumer resources. Learn more at aaspnj.org/ consumer-awareness

Newton proposed that associations could also collaborate to promote the industry through a nationwide campaign indicating that their members are quality repair facilities worthy of trust.

“Most industry entities don’t have enough brand recognition to make a difference, but if bigger organizations advertise the industry, it creates brand recognition, and from there, member shops will enjoy increased credibility. Most associations have standardized codes of ethics that we should be advertising to promote what we do and remove the negative stigma from the industry as a whole.”

Funding for such a campaign comes with its own concerns, but Newton believes shops must recognize the need to contribute to such an endeavor.

“McDonald’s franchises in Southern California alone have a $100 million marketing budget, but if shops across the country contributed just $100 each month, we could create TV and radio ads that would promote associations as the guiding light toward shops doing jobs correctly.

“The world is changing, and we need to change with it,” Newton continued. “We can’t keep thinking like we did five or 10 years ago. We need to promote individual shops and our industry as a whole, and associations have a great

“

And many more mistakenly place blind trust in their insurance company to steer them to a shop, not realizing the insurer often doesn’t have the knowledge, expertise or inclination to offer options that put a proper repair in the forefront.

WBE LIKE MIKE

New Jersey Automotive Honors Industry Icon Mike Anderson

Americans have become more polarized than ever before in recent years.

DRP or OEM-certified facility. Single shop location or multi-shop operator (MSO). Manufacturer or aftermarket parts…Collision repairers have even more reasons to bump heads. Yet, despite the many sources of contention within our industry and society, there’s ONE thing that everyone can agree on:

Mike Anderson (Collision Advice) is an amazing human being, and our world would be a much better place if more people emulated him.

Whether you know him personally or have had the pleasure of sitting in one of his engaging seminars at SEMA, the NORTHEAST® Automotive Services Show or at a local event (as he is known to present in just about every corner of the world) or even if you only know his name via “Ask Mike” features or “Who Pays for What?”

surveys, chances are you are a fan too, if not a friend.

Mentor to many, inspiration to even more, Anderson epitomizes the heart and soul of the collision industry, and repair professionals from all over the country weighed in to explain why “We Like Mike.”

“Mike is the best thing that ever happened to the collision industry,” according to AASP/NJ Executive Director Charles Bryant. “He speaks the language of those involved in the collision industry and has the ability to get his message across like no other. At the same time, Mike is a true gentleman.”

Although Bryant met Anderson “so long ago that I can hardly remember the details,” he recalled being “extremely impressed with Mike’s knowledge of the collision industry and his drive to do everything in his power to make things better. I enjoy seeing Mike and hearing him speak so much that it is difficult to pick one

memory as my favorite. Every time I see Mike, it becomes a new favorite memory.

“Mike saw how much the industry needed someone to help deal with the many issues that arise as the automobiles change from year to year, and then he made his mind up to become that person,” Bryant continued. “The most valuable lesson that I learned from Mike is that you can accomplish anything once you make up your mind to do something.”

“Mike is a ball of energy and a wealth of knowledge,” AASP/NJ President Jerry McNee (Ultimate Collision; Edison) praised. “Since the first time I met him while attending an AASP/NJ class he taught, I’ve seen that he is all about bettering the industry, and he’s taught me that you can never stop learning. Mike is an inspiration to all of us when it comes to improving the industry. His efforts are unparalleled and have resulted in the game being changed forever.”

“He was one of the first to try to standardize what people did in their work stations, and he was ahead of his time in that respect,” reminisced AASP/NJ Treasurer Tom Elder (Compact Kars, Inc.; Clarksburg), who met Anderson back when he was running Wagonwork Collision Center in Virginia and “preaching the standard operating procedures around the shop. He’s an individual who isn’t led by others; he’s a leader and a very knowledgeable guy when it comes to research and how systems function. If it’s time to learn something new, he learns it, and becomes an expert. He’s totally committed to helping ALL the people in the industry. And he’s good at what he does.”

The most important lesson Elder has learned from his friendship with Anderson is “Consistency – be consistent, following the same operating procedure every time. Mike also realizes that a lot of people in our industry struggle to remember things, so he’s repetitive to drill important factors related to our industry into your mind. ‘Can I get an Amen? What are you supposed to do? Right, can I get an Amen?’ He feels a room every time he speaks; you always walk away with something, no matter how many times you’ve seen him present!”

Although Elder does not speak to Anderson daily, he knows “I can pick up the phone anytime, and he’ll answer. Every meeting with Mike is an earnest hug and a friendly greeting. He never forgets anyone. He’s a God-fearing man with a kind heart, and he respects people and their feelings. Mike is a very committed guy. I’ve never met anyone else quite as committed to this industry. I don’t know if he sold his shop and started Collision Advice because he loves the industry, he wanted to travel or he just didn’t want to deal with the day-to-day hassles of body shops, but no matter why he made that decision, I’m sure glad he did it as he’s made the collision industry so much better.”

“Mike is one of the most passionate people you could ever hope to know and call a friend,” Aaron Schulenburg, executive director for the Society of Collision Repair Specialists (SCRS), stated. “He puts his everything into this industry. His genuine passion comes across in

everything he does. His energy inspires people, which is why they gravitate toward him and love him.”

Schulenburg has known Anderson since the early 2000s when he began attending national level events –“Mike has been around for the vast majority of my career in this industry” – and though he has many fond memories from their decades-long friendship, his favorite took place years ago when Schulenburg was still learning how to present in front of people during a multi-night campaign for the Database Enhancement Gateway (DEG).

“It was such a great learning experience at that stage in my role, learning how to get in front of these big groups and share information that was meaningful to them. Learning how to communicate on a personal level with the right amount of energy to connect with people…that was a pivotal point for me, and though I’ll never be as masterful at it as Mike is, I learned a lot about how to communicate in a way that connects with people and makes a difference from watching Mike. He brings the right energy that makes people want to listen to what he has to say, delivering information in a way that resonates with people, and that’s a big piece of what Mike has taught me.”

Thomas Greco, president of Thomas Greco Publishing, met Anderson in 2007 “when we started publishing Hammer & Dolly, but I really got to know him through all the years at NORTHEAST. Mike is just about the only person I know, at least in our industry, who is universally loved. Mention his name to anyone, and you get an instant smile! Mike is so full of positivity that he lights up every room he enters with his mere presence, and I cannot express how much I respect and admire him.”

Anderson and Greco bonded over a shared love of

Mike Anderson with AASP/NJ Board Member Ted Rainer, AASP/NJ Executive Director Charles Bryant and AASP/NJ President Jerry McNee

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music. “We are both avid music lovers, so my favorite times with Mike involve diving into our record collections to talk about everything from Elvis to KISS. Industry-wise, every time you see him is a favorite moment because he is an amazing human being who genuinely cares…about you, your family, your business, this industry. Mike is a remarkable man, and he’s also extremely loyal. Whether it is good news or bad news, Mike is going to be loyal to you as a friend and tell it to you straight. What greater lesson is there?”

said no to me – and I doubt he has ever said no to anyone! He puts others ahead of himself and always delivers on the promises he keeps. Honestly, I don’t know how he keeps so many commitments – he is the absolute busiest person I’ve ever known – but he somehow never lets anyone down. Knowing him – and following his example the best I can – has made me a better human being.”

Collision leaders from all over the country have benefitted under Anderson’s tutelage and the example he sets every day.

“Mike is full of energy with a BIG heart,” lauded Danny Gredinberg (DEG) who met Anderson in 2008 when he conducted in-house estimating training at the shop where Gredinberg worked at the time. “He brought the power that night! And he’s taught me to live life to the fullest by helping everyone around you. Don’t worry what anyone thinks; always be true to yourself.”

“I’ve worked with Mike for more than a decade, and would be hard pressed to name someone who works more tirelessly on behalf of the collision industry,” shared John Yoswick (CRASH Network). “As busy as he always is, I don’t think he’s ever ended one of our phone calls without asking, ‘What else can I do for you, sir?’ I really appreciate and admire that.”

“Kindness, empathy and the importance of keeping your word,” veteran collision industry journalist Joel Gausten listed among the lessons he’s learned from Anderson. He recalled interviewing Anderson for the first time in 2007 when he returned to Thomas Greco Publishing as the editor for Hammer & Dolly

“This was my first automotive-related interview in a long time – and my first as editor of Hammer & Dolly. I admit that the pressure was on – after all, I was following in the footsteps of the legendary Sheila Loftus – but Mike instantly made me feel at ease thanks to his incredibly friendly and supportive demeanor. His infectious enthusiasm for the industry was second only to his kindness. He welcomed me to my new position with open arms. Right after I finished the interview, I looked at Tom and said, ‘This is going to be great!’ That first phone call with Mike was a big reason why I ended up serving as editor for the next 15 years – and I value every conversation I have with him to this day.

“My favorite memories of Mike – which are ongoing –are of all the times he selflessly moves Heaven and Earth to help me out when I’m on deadline!” Gausten added. “Mike’s sick? No worries. Mike’s sitting in a cab heading to an airport? Not a problem. He always gets on the phone to talk to me…even after I tell him I’d rather reschedule so he can get some rest. Even when he’s spinning 100 plates at a time, he never makes me feel rushed. He’s the best friend any writer/editor could ever have!”

Gausten dubbed Anderson “the collision industry’s humble hero. In all the years I’ve known him, he has never

Collisionista Petra Schroeder first met Anderson back in 1996 when his body shop, Wagonwork Collision Center, was a customer of the paint supplier for whom she worked at the time. “He was totally committed to doing the best possible in every interaction, and I fondly remember his dedication to quality repairs. Mike is amazing. He remembers so many business facts and presents without any papers. Everything he says is true, but it goes beyond the business because he remembers so many personal details about his contacts. He’s a businessman, but he’s also the type of man anyone can be proud to call ‘friend.’

“He pulls people in because he has a fascinating, unique way of presenting,” Schroeder continued, offering high praise: “He makes things very clear, he is very direct, and he says it as it is. Mike is fascinating, loyal and committed to doing the right thing. He’s dedicated to the people and has taught me what matters most…First: You can be an expert in what you do, but if you do not care for the people, you miss the ball big time. Second: Integrity. I am so glad I got to know Mike.”

No one can accuse Anderson of not caring. In fact, his passion for the collision industry has often inspired others to find their own passion.

“I met Mike at a point in my career and life when I was working in a dead-end job. Things were not going particularly well, and my passion for the collision industry was fading,” recalled Dave Luehr (Elite Body Shop Solutions). “Mike was teaching a class on ‘lean processes;’ it was my first time seeing him teach, and I was blown away! I was inspired by his passion and his knowledge of the industry, but even more than that…He helped me realize I could do more to serve others than I had been. He helped me regain my own passion!”

Mike Anderson speaking at AASP/NJ’s NORTHEAST Automotive Services Show

After Luehr founded Elite Body Shop Solutions in 2014, he was accused of being a “Mike Anderson wannabe,” and although “at first it was hurtful, I realized that if I ‘wanna be’ like anyone, it was Mike Anderson, so I embraced the accusations with a smile and set out to do my own thing. Mike has been such an inspiration of my own career, and I look up to him greatly, so my most cherished memory was sitting on panels with him as his peer. It’s such a treat to share that experience with him at a conference. Mike is a shining example of how an entire industry can be positively shaped when a person passionately seeks to serve others above self.

“He is like a fireball of energy. Where does that energy come from? It’s the passion he carries for the industry,” Luehr added. “You ask almost anybody about Mike, and that is the first thing they say. He’s energetic and passionate. Combine that with his knowledge. I don’t know how he does it all. He’s everywhere. Constantly learning and teaching in this non-stop cycle since I’ve known him. Mike is so magnetic because he, like Dolly Parton, attracts people with his generosity. I’ve found that the most magnetic people you want to be around draw you to them because they are so generous with themselves. That’s what I’ve learned from Mike above everything else.”

Of course, no one knows Anderson quite as well as the ladies who work with him day in and day out.

Tracy Dombrowski (Collision Advice) met Mike in 2001 during his early days of facilitating 20-groups. “Axalta brought Mike in as a subject matter expert to help build out a new estimating class. His training material was a two-inch binder filled with copies of trade articles and reference materials. When I first met him, he had shaved his head in support of a kid in his church group who had cancer. He called everyone ‘ma’am’ or ‘sir’ all the time, and he was so passionate (and loud!) during his seminars, the hotel staff often had to ask him to be a bit quieter.

“But that’s because he is extremely passionate about the collision repair industry. The most important thing I’ve learned from Mike comes from Proverbs: ‘As iron sharpens iron, so one person sharpens another.’ Mike is constantly pushing to improve – improve the industry, improve our training, improve ourselves. He has built a business and a reputation for excellence, and you can truly see that in everything he does. He genuinely wants to help the shops he works with improve and grow. In that pursuit, anything he can do to help improve the industry he’ll do. For most people, their legacy is their children. For Mike, it is this industry!”

Although Anderson is dedicated to the industry, he never loses sight of the fact that the industry is made up of actual people, and he’s just as passionate about those individuals as well.

“Like a step-dad, Mike always makes sure I’m happy and that I don’t need anything. He really likes making my kids happy too! Mike always wants the best for those he loves and will do whatever it takes to make sure it happens,” shared Tiffany Driggers (Collision Advice)

whose parents were close friends with Anderson. “I met Mike in 2002, while I was in my senior year of high school, and he begged me to come and work for him because he was impressed with the way I cleaned house.”

Driggers has learned many important lessons under Anderson, but one stands out above all others: “Don’t give up! Mike has been through a lot and has never once been ready to just give up. Things might have changed courses over the 20 years we have been working together, but he has always stuck up for his company when he needed to, and he never gave up!”

Persistent. Loyal. Energetic. Selfless. Positive. Dedicated. Passionate. Humble. Caring. Inspiring. Few people earn even a few of these affirmations, yet Anderson deserves these descriptors and more.

“Mike has touched so many things; he is special within this industry,” Schulenburg summed it up nicely. “We wouldn’t be who we are as an industry without a lot of the things that he has done to influence it. Mike is absolutely a doer. He wants to be a part of this industry; he wants to support it. He finds ways to support shops, bring them information and liven them up. It’s awesome that he’s being recognized and honored in this way because the collision repair industry wouldn’t be what it is without Mike Anderson.”

Can we get an Amen?!

beyond the shop floor. “There is a lot he does behind the scenes for this industry which he does from the love of his own heart.”

The celebration continued as Mike Kaufmann (Mike Kaufmann Dealer Group) became the newest inductee into the association’s Hall of Fame.

Elder knew when he met Kaufmann 30 years prior working as parts manager at a dealership that he was a “pretty sharp guy.” Kaufmann went on to start the Mike Kaufmann Dealer Group and has been a helping hand to body shops for more than 20 years. He also works for Auto Body Distributing, Co. and devotes his time to serving as an allied member of the AASP/NJ Board of Directors.

“I was so humbled,” Kaufmann reflected on the induction. “I’ve been in this industry for 45 years, and I really love what I do, so it’s quite rewarding to be acknowledged in this way. It has made the ride worth it.”

Kaufmann says one of the best decisions he’s ever made was becoming a member of AASP/NJ’s Board of Directors.

“I don’t own a body shop, but I know a lot of what they go through from being part of the group and serving on the Board. That understanding has been a benefit in my own business as I am able to relay my knowledge when working with dealerships. I respect the knowledge and expertise of everyone on the Board and have made great friends.”

The meeting also served as a forum to make sure members were supplied with information concerning benefits such as the association’s group healthcare plan. “It’s running like a well-oiled machine,” explained Joe Amato, Sr. of the Amato Agency (a division of World Insurance) whose team was on hand to go over plan basics with attendees. The program has been bringing substantial cost savings to shops on their healthcare, which is noted to be the “second largest cost at your shop next to payroll.”

“AASP/NJ is giving its members some control over their health care costs, helping to give them a better experience,” stated Terry Gorman from World Insurance.

Audience members also heard from Ken Racioppi and David Johnson (Alliance Payment Solutions) on options to manage credit card surcharge fees, as well as Paul Hill (I-CAR) who reviewed positive changes to the training program’s curriculum.

Following the presentations, McNee and fellow Board member Ken Miller (821 Collision; North Haledon) led the audience in a Town Hall discussion, inviting any audience member to speak out about the things that affect them most in their day to day. The microphone made its way around the room as repairer after repairer shared experiences, issues and solutions, bringing literal meaning to the term “shop talk.”

Stay tuned for information on upcoming AASP/NJ events by visiting aaspnj.org

24

opportunity to build trust and then direct consumers to their website to choose who they’ll do business with.”

Because, ultimately, the customer relies on the individual shop, no matter how they reach the facility.

“People talk about the experience, not the repair,” Rush reaffirmed. “We want to meet more than their minimum expectations; we should be looking to create a memorable and differentiating experience. While 80 percent of companies believe they provide superior customer service, only eight percent of consumers agree. Who’s right? The customer is because it’s their perception, and that means we need to do a better job of managing it by reviewing our business from the customer’s point of view, so we can establish better processes to improve their experience.

“Quite frankly, it’s up to us,” he emphasized. “Each customer’s experience and overall perception of your shop is based on their interactions with it, from first contact to vehicle delivery. All these touchpoints determine how that customer views you…and quite possibly, the entire industry. We’re the best people to help ourselves.”

Changing the public’s perception of this industry may seem like a daunting task, but the opportunities to improve our image are endless. How will you positively impact your customers’ impression of collision repair?

Why Join WIN?

Board of Directors

David Yeager - EL & M Auto (800) 624-2266 / elandmauto@aol.com

Ed Silipena American II Autos (609) 965-0987 / esilipena@yahoo.com

Norm Vachon Port Murray Auto (908) 689-3152 / portmurrayauto@yahoo.com

Dillon Rinkens - East Brunswick Auto (732) 254-6501 / ebautonj@comcast.net

ARANJ Officers

President - Rodney Krawczyk

Ace Auto Wreckers (732) 254-9816 / aceautonj@comcast.net

1st Vice President Daryl Carman

Lentini Auto Salvage (908) 782-4440 / darryl@las-parts.coms

2nd Vice President - Mike Ronayne

Tilghmans Auto Parts (609) 723-7469 / tilghmans@snip.net

Past President - Bob Dirkes

Dirkes Used Auto Parts (609) 625-1718 / dirkesauto@gmail.com

ARANJ

The Automotive Recyclers Association of New Jersey

Wharton Insurance Briefs

Recently, several insurance company inspections have pointed out the need for developing a safety manual. A section to include is accident response, investigation and reporting. These manual forms should be reviewed and explained to each driver. Despite careful and proper planning, accidents and injuries can occur. Remember: The quality of treatment immediately following an injury often impacts the severity of the injury.

Set a policy where all accidents and near misses are reported and investigated by management. Then, try to identify the cause of the accident or incident. Eliminating the hazard will help you understand and better control your workplace injuries. In addition, you will be better prepared to comply with OSHA and other regulatory reporting requirements.

Please call us with any questions you may have on your current insurance program.

Mario DeFilippis AAI Vice President Wharton Insurance Group

(732) 686-7020 (908) 513-8588 (cell) mdefilippis@whartoninsurance.com

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